Watch out for mixed messages at work. Because they can easily undermine your business. Think of it as a form of self-sabotage.
These mixed messages, when you’re doing one thing but perhaps saying another, can take many forms. Let’s focus on those that involve employee culture and customer service:
Alignment Issues
Recently, I visited a bank just as it opened for the day. Right away, I noticed it had been nicely remodeled. Lighting and lighter colored fabrics gave the place a friendly and inviting feeling. Someone had thought about this first and ongoing impression.
Unfortunately, the message was lost on some of the employees. “What do you want?” and “I don’t have time to help you,” and “I’m very busy,” were some of the comments barked at customers. Remember, the business has just opened.
Even if this was the most hectic day at a bank, there’s no excuse for these mixed messages at work. Why make people feel welcome with decor and then make them uncomfortable and unwanted with bad behavior. It appears the renovation was a waste of money.
Employees need to understand their behavior needs to match the organizational branding. And decide whether hectic days give them the right to abandon those values.
Team Culture
While the messaging may say, “We’re all in this together,” are the different levels of your organization treated the same way? Whether it’s cutbacks or perks, does it seem that some are treated better than others?
Some believe their position gives them the right to bend the rules or enjoy opportunities others never receive.
Sometimes perception is not reality. For instance, an executive may work late for weeks but it goes unnoticed because few see it. But if that same employee leaves work a half hour early, one time, they may be perceived as receiving favorable treatment.
Make sure standards and expectations are communicated and followed by all levels of your organization. Otherwise, resentment will start to grow like a weed in people’s minds.
Hiring and Onboarding
Consider the messages employees give to new hires. Sometimes these can be nonverbal, like rushing through important training or appearing impatient with answering questions.
These issues may be rooted in people not believing training is part of their job or they’re not given time to focus on the task, as they try to conquer an unreasonable workload.
There are also some who will say things like, “Welcome to Hell,” to new employees. While your business may have some shortcomings that annoy employees, immediately pointing them out does not create a positive workplace culture.
How can you prevent these employee mixed messages at work? Some leaders say “Treat new employees like your mother.” Others take a more direct approach and say, “Treat new employees like your job depends on them.” This behavior can also be used in customer service.
A new employee welcome needs to be a welcome and it must be embraced by all. Bad experiences on day one will likely make some start to look for a better position elsewhere.
Let’s Create a Memorable Meeting
