“Not only are we not on the same page, I don’t even think we’re reading the same book.” ~ Susan Gale

Whether you are the CEO of a company with many departments or divisions, or a manager of a much smaller group of employees, it’s safe to say in order to get the most out of everyone, you need to get them aligned with your company’s vision, goals and values. Everyone needs to be on the same page.

That is easier said than done.

It’s important to remember that when employees are on the same page, they are engaged and invested in the company. And when they feel they are a part of a company’s direction, they become brand ambassadors, which in turn increases customer loyalty, repeat business, and of course, the bottom line. They are partners in your success.

One of the first things you should do is put yourself in the shoes of your employees or team members. Ask yourself, what do I need to be successful? How would I want to be treated? When employees feel appreciated and valued, they will do more for you.

A few key points to remember:

  • Explain the overall mission and how it impacts the customer, the employee and the community. It is very important for all members of your team to have a clear and defined mission of what the company stands for, where it is headed, and how you plan to get there. This is important from both the CEO and corporate level, as well as downline from VPs, Managers and Supervisors.
  • Establish strategic goals and priorities. It’s important that all managers, supervisors and employees know exactly what is expected of them and how they contribute to the overall objectives of the team as well as the company.
  • Allow employees to have a say in how to meet those goals and targets. Employees want to know and feel they are a part of the overall operation of the company, and have some say, no matter how small.
  • Make sure lines of communication stay open and transparent, and that everyone knows their responsibilities. It is important they know their roles and are held accountable. Make sure the right tools are provided, and put everything in writing on a shared document that is easily accessible.
  • Make all company goals, department goals and individual goals a part of the overall compensation package. For instance, during my early years in the cruise industry, the two main departments, marine and hotel were separate entities, each with their own separate targets and goals they needed to achieve. One was not dependent on the other. They were unrelated, so if marine hit their objectives, but hotel did not, it didn’t matter. Marine personnel were awarded their supplement, and didn’t care if hotel hit their mark. Now, there are fleet wide company goals for everyone to achieve, as well as department and individual targets, and there is compensation along every path. So it is in everyone’s best financial interest to work together, as the rewards grow larger the more goals that are reached. Now the marine department wants the hotel department to meet their metrics, because everyone gets rewarded when more targets are achieved. All goals should serve the overall well-being of the company.

Getting your team on the same page will ultimately keep them engaged, keep morale high, and have them looking forward to come to work. When everyone knows their roles within the organization and knows how everyone else is contributing, it’s like members of a world class orchestra playing a timeless masterpiece. They are making beautiful music together!

Paul Rutter is a customer loyalty, repeat business and customer service expert, a keynote speaker, corporate trainer and business author. He has had the unique opportunity to live with his customers and co-workers for months at a time traveling the world, and shares his experiences with land based businesses. For more information on More Than Perfect® Service, contact Paul at Paul@PaulRutterSpeaks.com, follow him on Twitter on @RealPaulRutter or visit him on Facebook/PaulRutterSpeaks.

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