Show appreciation
InfoCision has golf and bowling leagues, a fitness center, and other amenities that make working there enjoyable. While all of that helps, it’s minimal to what really matters, and that’s showing employees that they are appreciated.
“I think people, if they are paid well for their job or at least fair market value, it’s really about how they are treated,” he says. “Do they like the people they are working with, and do they like the company they are working for?”
Albright has open forums for employees to express any problems or ideas they have and to give them company updates. By keeping employees in the loop and asking for their opinions and questions, they know that they are appreciated and that they matter to the company.
“I’ve got to make sure almost everybody I come in contact with knows that I appreciate them, that they know the direction of the company I preach in the culture,” he says.
“Then, I’ve got to make sure my senior vice presidents, my vice presidents are doing it to their directors, the directors to managers and managers to supervisor and supervisor to front-line people.”
He does about 15 town-hall meetings a month at each call center to give an update on the company and to give employees a chance to ask questions.
Some people will be hesitant to participate in a town hall, even though they have something important to say. To create an environment where people are going to be forthright, you have to be mindful of your body language.
“If I have a nonverbal communication style where I don’t look like I’m open to this or I’m rolling my eyes or squinting my eyes or actually telling them, ‘That’s a dumb question. We’re never going to do that,’ then I think I’m stifling them,” he says.
“But they’re making the calls, they’re taking the calls, they’re our front-line people. I want to hear how we can get better.”
If someone raises his or her hand with a complaint or an issue, Albright and his management team get together and, about two weeks later, they give an update or answer about what is being done by posting it in the break room.
Sometimes you may be put on the spot like Albright has been after people ask for raises in a public setting. You have to be direct and honest when confronted with what could possibly be uncomfortable or controversial topic.
It can be especially difficult for Albright because someone will point out how well the company is doing and suggest that everyone deserves a raise. Before you know it, the group is cheering and applauding because of the statement.
Albright keeps his cool and, again, is straight with them. He tells them that if they feel they deserve a raise, then they should state their case to their manager.
“They can ask me any question at all, just be respectful, but don’t ask me to make more money,” he says. “That’s a personal one-on-one thing.”
