I recently visited an electronics retail chain to purchase an OTG, a relatively simple product. Despite the product’s modest price, the sales rep took time to understand my specific needs and suggested a product that fit them perfectly. When I showed interest in a different option, he patiently walked me through the pros and cons of each choice.
As I headed to the billing counter, he informed that I had thousands of loyalty points that would expire in two months, and advised me to redeem them. This thoughtful gesture made my experience flawless.
Will I return to this retail chain? Absolutely, without a doubt. The sales rep played a significant role in my decision.
Front-line employees are the face of the organization to customers and stakeholders.
Yet, they are mostly ignored and forgotten, this despite best intentions of the leadership.
Here the seven pulse check questions for leadership to remedy this.
Does your front-line employee
Find it easy to do his / her job?
Has the necessary skills, capabilities, and information?
Feels fairly compensated?
Understand how his / her efforts add up?
Feel heard?
Feel cared for?
Feel valued and celebrated?
What’s your experience of frontline employees? Where do you see the gap?
At the outset, I would like to thank you for stopping by my Blog.
I believe that there is nothing right or wrong in this world. What’s right in this moment and context may be wrong in another moment and context. This belief has inspired me to name my blog ‘Perspectives’.
Perspectives is a platform for me to share my experiences, thoughts and perspectives on various subjects. You may have a different point of view. I look forward to hearing them, these are the triggers for rich and deep conversations.
On personal front, I live in Mumbai, India. I love to read; Somerset Maugham and Nevil Shute are my favorite authors. My favorite books are The Razor’s Edge, Mrs. Craddock, Chequer Board and Gone with the Wind. I am thankful to my father who inculcated the habit of reading in me early on.
I am also passionate about traveling, I have been to most parts of India and to several countries across the globe.
On professional front, I work in Human Resources function. Over two and half decades, I have worked across multiple industries and cultures. I focus on Leadership Development, Talent Management, Visioning and Culture, Large-scale change, Employee Listening & Engagement, Employee Well-being, Inclusive work culture, HR effectiveness, Behavior and Mind-set shifts through sustained interventions
I currently lead Organization Effectiveness Function for Aditya Birla Group, a $44.3 billion conglomerate with 120000 employees across 35 countries.
I sincerely hope that you will enjoy reading my blog. I look forward to your thoughts and suggestions.
Thank you!
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Perspectives 