When customers have a terrible experience with a company, they might tell 10 or more people. If they’re really angry, they might blog about it or post their complaint on a website that aggregates consumer opinions.
When your employees have a terrible experience with their boss (i.e., you)—or their employer as a whole—you can bet they’ll spread the word like disgruntled customers.
To contain their gripes, don’t let them leave work angry. Close the communication loop at the end of the day. Follow up with dissatisfied employees to reach at least temporary agreement on a strategy to address their grievances. Even if you can’t solve their problem, settle on a short-term resolution or at least educate them about the complexity of the issue so that they appreciate the hurdles you face.
Having a heart-to-heart talk dignifies restive workers. By treating them with respect and leveling with them about the nature of their concern or complaint, you show you treat it seriously. And if you’re offended at their behavior (or just plain ticked off), rise above petty animosity to model the kind of maturity you wish they would exhibit.
Ideally, you want unhappy employees to think on their commute home, “I’m pissed, but my boss isn’t so bad,” as opposed to, “I’m pissed, and my boss is the reason why.”
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Tags: managing employees
