The Tribune

At the start of each year, business owners and employees typically reevaluate their position in the marketplace and begin to make preparations for a more successful year.

The past 12 months have proven quite an interesting, and sometimes challenging, time for many in corporate Bahamas. The advice given to businesses, as always, is to make adequate preparation for greater success. To counteract the many challenges that may be looming with the introduction of additional taxation, increased crime and low employee productivity, business owners must cultivate a spirit of service excellence.

The question that we must all ask this year is: What prevents us from consistently delivering on the promises we make to our customers? Here are the tough questions that we must ask ourselves in any evaluation of our 2014 performance.

1. Did you provide 16-32 hours of service/ skills training for all members of your staff this year?

The industry standard indicates that all businesses provide formal and informal training to team members no matter their length of time with the company. Everyone needs to remain on the cutting edge of greatness.

2. Did you provide, through reward and recognition programmes, incentives and positive reinforcement to encourage greater engagement?

Incentives matter, and if desired behaviours are not celebrated, they will not be repeated.

3. Have you surveyed the voice of your customers and analysed their recommendations for improvements?

You should have heard from 20 per cent of your customers last year through various instruments, and now it is time to act on what they have said.

4. Have you provided salary increases and promotions for individuals who consistently deliver at a high standard?

Even a basic cost of living increase is expected by employees, but there must be a demarcation made between the sheep and the goat, the wheat and the chaff. A+ employees need that reflected on their report card or, as they would say, show me the money.

5. Have you terminated employees who, despite your efforts to re-engage them, continuously refuse or are unable to meet the basic requirements?

The greatest gift to an employee who is not engaged is to release them into another work garden. Do not be afraid to do this responsibly.

6. Have you provided support through employee assistance programmes for team members who may be having difficulty navigating through life’s difficult moments? Life happens to us all, and you will establish a beautiful, loyal employee by showing them you care.

7. How often do you focus attention on strengthening team spirit and employee camaraderie?

Teamwork makes the dream work. Weak teams, where competition is encouraged over contribution, never produce to their full potential. Business owners must deliberately make this a priority.

8. Have you established updated and communicated policies and procedures that clarify the company’s standards?

If employees have no idea what the standards are, they are probably not meeting you or the customers’ expectations.

Have a productive 2015!

• NB: Ian R. Ferguson is a talent management and organisational development consultant, having completed graduate studies with regional and international universities. He has served organsations, both locally and globally, providing relevant solutions to their business growth and development issues. He may be contacted at tcconsultants@coralwave.com.