SPRAYFOAM Professional - Summer 2017 - 39

FEATURE

ENGAGED EMPLOYEES MAKE
OR BREAK YOUR BUSINESS
BY JASON HEWLETT

D

isengaged and uncommitted
employees cause more loss of
money to business owners than anything else.
I'm not talking about non-engaged
employees, they at least keep the lights
on...I'm talking about disengaged
employees that drive business AWAY!
Think of the last time you had a
GREAT experience at a restaurant, a
theme park, or checking into a hotel.
You probably didn't post anything
about it anywhere on the interwebs,
you just went about your life, because
it's expected that things ought to just be
done well, that's why you went there!
But BAD customer service? Oh boy!
You're on every review site known to
man, furiously typing, venting frustration and eventually assisting in
that company losing business for
years to come.
And that's how it should be.
McDonald's. A necessary evil. We
have put up with their choice of whatever plasticky whatever it is food for
years, mostly because often it's the
only road warrior option. But my goodness, add in some bad customer service and you've just lost someone and
a whole family.
I drove through one the other
day in Florida, in desperation on
a road trip after accidentally

getting caught on a Toll Road (thank
you GPS), no other options anywhere
for food but gas stations. I asked for a
few special things like,
"Do you do hamburgers in a lettuce
wrap option?"
Response: "What are you talking
about?"
"Do you have any Diet drinks?"
Response: "Why would we have diet
drinks other than Diet Coke?"
"Do you want me to leave?"
Response: "What?
What are
you saying?"
Yeah, that was it. I just pulled away
and committed not to go to McD's anymore. I'm done with them. So is my family. Gas station has better choices.
And now I'm blogging about it.
Disengaged employees make life
miserable. The restaurant waiter that

doesn't refill your drink or bring your
food fast enough; the theme park's
yawning employees not caring that
you just waited 45-minutes in line and
they shut it down for maintenance by
the time you're on deck; the hotel front
desk uncaring, disinterested in your
status, comfort, or answering phones
while you've been waiting....
These things drive us crazy. And it
drives us away. And you lose business
over it.
No matter how many meetings you
have, coaching them to be their best
selves, to always smile, to give their all,
it doesn't matter.
As owner you have done EVERYTHING
right, as manager you have drilled it
into their heads: Guys, it's SO EASY
to engage, be positive, apologize and
just smile!!!
So what is the answer?
The answer is The Promise.
What are your employees committed to?
Do they know your mission statement?
Are they actively engaged in living it?
Are they rewarded by acknowledgment for being awesome?
Do you, as manager or owner,
offer up enough appreciation,
high-fives, recognition on a
daily, weekly, monthly basis to
encourage this type of loyalty?

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| SPRAYFOAM PROFESSIONAL 39


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Table of Contents for the Digital Edition of SPRAYFOAM Professional - Summer 2017

Sprayfoam 2017 Wrap Up
How SPF and Hvac Contractors Should Work Together
Bringing Spray Foam to Social Media
2017 SPFA Contractor Awards
California STSC Announces Next Regulatory Stage for SPF
Engaged Employees Make or Break Your Business
Ask the Expert
Executive Director’s Corner
President’s Post
Foam Business News
SPFA Today – Membership News & Numbers
Legislative Update
Calendar of Events
Index of Advertisers | Advertisers.com
SPRAYFOAM Professional - Summer 2017 - Intro
SPRAYFOAM Professional - Summer 2017 - cover1
SPRAYFOAM Professional - Summer 2017 - cover2
SPRAYFOAM Professional - Summer 2017 - 3
SPRAYFOAM Professional - Summer 2017 - 4
SPRAYFOAM Professional - Summer 2017 - 5
SPRAYFOAM Professional - Summer 2017 - 6
SPRAYFOAM Professional - Summer 2017 - Executive Director’s Corner
SPRAYFOAM Professional - Summer 2017 - 8
SPRAYFOAM Professional - Summer 2017 - President’s Post
SPRAYFOAM Professional - Summer 2017 - 10
SPRAYFOAM Professional - Summer 2017 - 11
SPRAYFOAM Professional - Summer 2017 - Foam Business News
SPRAYFOAM Professional - Summer 2017 - 13
SPRAYFOAM Professional - Summer 2017 - SPFA Today – Membership News & Numbers
SPRAYFOAM Professional - Summer 2017 - 15
SPRAYFOAM Professional - Summer 2017 - Sprayfoam 2017 Wrap Up
SPRAYFOAM Professional - Summer 2017 - 17
SPRAYFOAM Professional - Summer 2017 - 18
SPRAYFOAM Professional - Summer 2017 - 19
SPRAYFOAM Professional - Summer 2017 - Legislative Update
SPRAYFOAM Professional - Summer 2017 - 21
SPRAYFOAM Professional - Summer 2017 - 22
SPRAYFOAM Professional - Summer 2017 - 23
SPRAYFOAM Professional - Summer 2017 - How SPF and Hvac Contractors Should Work Together
SPRAYFOAM Professional - Summer 2017 - 25
SPRAYFOAM Professional - Summer 2017 - 26
SPRAYFOAM Professional - Summer 2017 - 27
SPRAYFOAM Professional - Summer 2017 - 28
SPRAYFOAM Professional - Summer 2017 - 29
SPRAYFOAM Professional - Summer 2017 - 30
SPRAYFOAM Professional - Summer 2017 - Bringing Spray Foam to Social Media
SPRAYFOAM Professional - Summer 2017 - 32
SPRAYFOAM Professional - Summer 2017 - 33
SPRAYFOAM Professional - Summer 2017 - 2017 SPFA Contractor Awards
SPRAYFOAM Professional - Summer 2017 - 35
SPRAYFOAM Professional - Summer 2017 - 36
SPRAYFOAM Professional - Summer 2017 - 37
SPRAYFOAM Professional - Summer 2017 - California STSC Announces Next Regulatory Stage for SPF
SPRAYFOAM Professional - Summer 2017 - Engaged Employees Make or Break Your Business
SPRAYFOAM Professional - Summer 2017 - 40
SPRAYFOAM Professional - Summer 2017 - Ask the Expert
SPRAYFOAM Professional - Summer 2017 - Index of Advertisers | Advertisers.com
SPRAYFOAM Professional - Summer 2017 - cover3
SPRAYFOAM Professional - Summer 2017 - cover4
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