Getting better at getting better is what Rise With Drew is all about.
Monday through Thursday, we explore ideas from authors, thought leaders, and exemplary organizations. On Friday, I share something about myself or what we are working on at PCI.
This past summer, we received some exciting news. Fortune magazine named PCI the #55 Best Medium Workplace in the U.S. This represented the achievement of our long-term vision for PCI we had first put forward in 1999.
The last couple of Fridays, we’ve been looking at the ingredients required to be a great place to work.
Today, we ask: Why? Why focus on becoming a great place to work?
Most organizations understand the value of happy clients. If we spend any time on a company’s website, we will likely find something about how the organization is committed to customer service and “going the extra mile” to delight their clients.
Herb Kelleher, the legendary co-founder of Southwest Airlines, was known for saying, “Happy employees = Happy customers.” He understood that if we want happy clients, it starts with happy associates.
Frankly, this is just plain old common sense: Someone who loves their job, who loves coming to work, who loves their colleagues, who loves what they do, is much more likely to put in the extra effort to take care of the client. Imagine for a moment we are about to make a significant purchase. Imagine we have a choice between working with someone who loves their job and someone who hates their job.
Who would we rather work with?
Where are we going to have the best experience?
What happens if something goes wrong and we’re stuck with option two? How’s that going to go?
Not great.
When we are given a choice, and many times we have a choice, we choose to work with organizations whose team members love what they do.
Which is why organizations that are great places to work regularly outperform their competition.
More next week!
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Reflection: Imagine we are about to make a significant purchase. Would we rather work with someone who loves their job or hates their job? What are the implications of the answer to this question for me and/or my organization?
Action: Discuss with a colleague.
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