Self motivated employees- Great for business

Highly self motivated employees are present in almost all organizations. They make build great customer engagement and brand reputation. Such employees are the stars of company. A company’s image is enhanced when these employees engage their customers and make sure that they come back for more. They focus on the result and making it personal agenda to make the customer happy.

I have often talked about how I encountered funny situations(the strange case of customer dissatisafction – 1 and the strange case of customer dissatisafction – 2) when dealing with employees and the companies they work in.

This time however, I had the fortune of meeting self motivated employees whom I would hire (or poach)  instantly.

Highly self motivated responsive employee -One

I was  to receive a courier sent by my father in law. As usual (see how disappointed I am ;)  already), the local franchise was uncooperative and difficult to reach. Tired up of following up , I decided to call up their customer care center. I was expecting a non-friendly voice on the other end. To my surprise, a man in the most nicest of tones asked me what the issue was. It took me a minute or two to explain my situation.

He told me not to call the local franchise anymore and that he will take care of the issue. He guaranteed that courier will be at my home within one hour. He also told me his name, in case I wanted to call and check again. Really speaking, the courier landed at my door in forty minutes. Wow, that is twenty minutes lesser than an hour!!!!If that is not customer delight, what is?

Highly self motivated responsive employee -Two

My wife and me wanted to purchase clothes for my sister’s newborn baby.

At the mall that we often go to, customer-friendly are two words kept far from each other. While searching for the clothes and getting confused from a plethora of choices , we met an exceptional lady employee. She immediately understood our needs , collected everything what we were looking for and brought it to us. We were so delighted that we almost bought everything that she showed to us. She saved us so much time and effort. In the she got a sale while we got what we wanted.

Highly self motivated responsive employee -Three

During our weekly grocery shopping, we were stuck in a long queue, waiting for weighing and labeling vegetables, for billing. Seeing our plight, a lady employee opened a new counter and called us to that. She then started punching the labels like a machine. It was amazing because she knew about one hundred codes of various vegetables, by heart. Her fingers were running on the keyboard just like a virtuoso guitarists finger on a guitar. We were done in less than two minutes. When I told her that she was really fast, she just smiled and continued.

What is my take from these incidents? Every organization have certain employees that are so customer focused that they need not be trained or told to do something. They are naturally good. They are the one’s that make your organization different and better than your competitors. Here are some of their traits.

  1. They are result oriented
  2. They understand and comprehend customer needs
  3. They are responsive
  4. They are smart and fast thinkers
  5. They get better and better with time
  6. They love to help customers
  7. They are intrinsically motivated
  8. The immediate reward they get is customer satisfaction and thank you’s
  9. They are potential leaders of tomorrow
  10. They will be gone if you don’t take care of them

By keeping such employees and treating them well a business gains customer confidence and sales. I have listed down how these employees help their business.

  1. They increase customer engagement
  2. They help build repeat customer
  3. They do not need to be motivated externally
  4. Customers recognize them faster and love to connect with them
  5. They get in more sales per interaction
  6. They serve with smile – better customer engagement
  7. They inspire other employees to do better
  8. They are model employees
  9. They probably don’t need training in soft skills
  10. They are persuasive and get sales every time they engage with a customer.

Did it make you look out for such employees? Do have some stories to share? I would love to hear them.

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  • Self-motivated people continue to be motivated even if there’s nothing around them to be motivated about. These are the people who continue to do well even in the worse circumstances. These people are not that many so finding one may be very difficult. The next best thing to do is to probably create an environment in the organization that could spark their inner motivation – like teamwork, sense of contribution, and growth.

  • Great one! Self-motivation among the employees is not only important for the growth of the employee himself but is also a significant for the companys growth. It also provides a competitive advantage among employees.

    Lynne

  • Coming from the “Service industry” I know all too well about customer service. I will say from that side, it isn’t always a “cup of tea” either with customers, but I agree that having highly motivated employees can make your company stand out. On the consumer side, I am a stickler for customer service and if I am treated well I always tell everyone I know.

    Ten years ago I saw a video called, “Give them a pickle” and the one thing that stood out was how when we have a bad experience we tell every Tom, Dick and Harry about it, but how many good experiences do you tell. Does one out weigh the other?

    If you run a business, then you know 1st impressions are everything and if one employee throws off attitude to one customer it can turn a good relationship into a bad one. I used to work for a job a long time ago where our operator scared off so many customers that she was finally transferred to another department after a year of complaints! A year this person was allowed to answer the phone and time after time, customers were communicating that the person who answered the phone gave off such a bad impression that our regular customers threatened to go somewhere else.

    Were this person ever fired? Nope, but the good ones were. Where is the sense in that? Great post Ashvini!

  • Spot on Ashvini. By the way, is it okay if I call you Ash from now on (O:

    Having highly motivated employee is what separates the good company from the crowd; especially nowadays when the competition to gain clients and customers is more fierce than ever. I love reading your personal stories here. And frankly, I wouldn’t mind paying couple of extra bucks in order to get a good customer service myself.

    I have a story to share but it is more about a collaborator rather than an employee. Well, they are both almost same anyway. During my freelancing days, I collaborated with a relative of mine. I paid him 50 % of the profits and things were working out real good..for couple of months that is…after that things started going downhill and it was a total disaster. I lost a lot of clients due to him. So, I really see the importance of a employee that goes above and beyond to please a client/customer.

    Later brother!

    • Hi Adam,

      You may call me Ash as well, no problem with that. Thanks for dropping by.

      I wonder why companies cannot or do not recognize such employees. I was one of them and I had to leave the job arena to start my own work because of lack of recognition from them.
      But I thank them for giving me enough strength to do that ;).
      A great employee is like gold to be treasured.

      Thanks and regards,
      Ash

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