Security Sales & Integration January 2022 - 40

Management
Top 2022
Business Tactics
According to
the MacGuard
survey, only 47%
of dealers use
transactional
surveys and 43%
use customer
satisfaction
relational surveys.
mining employee engagement (see chart below).
Astonishingly, companies have panicked and
spent more time finding new employees than
holding onto ones they have and collaboratively
working with the staff, making their work
and personal life better.
One benefit you will realize is better and
more consistent bottom-line revenues year over
year if you place your employees at the top of
your priorities. A quick handwritten note, a personal
phone call of thanks, a small gift or a token
of appreciation goes a long way. The key is
that it must be repeatable. Read the book, " The
Go-Giver " by Bob Burg and John David Mann.
It is a great read and essential for any leader.
Greg Burge, former president of GE Security,
wrote personal notes of thanks quite often, but
he also set his expectations in the note: " A quick
note to thank you for the attitude and tenacity
you bring to the job each day; I look forward
to prioritizing, simplifying, and executing with
you and your team to hit it out of the park. "
These words of encouragement were well received.
The directness of prioritizing, simplifying
and executing was apparent to all.
TOP 12 EMPLOYEE
ENGAGEMENT FACTORS
1.
I know what is expected
of me at work.
2.
3.
4.
5.
6.
40
I have the materials and equipment
I need to do my work right.
At work, I have the opportunity
to do what I do best every day.
I have received recognition or
praise for doing good work in
the last seven days.
My supervisor, or someone at
work, seems to care about me
as a person.
There is someone at work who
encourages my development.
7.
At work, my opinions
seem to count.
8.
9.
The mission or purpose of my
company makes me feel my job
is essential.
My associates or fellow
employees are committed to
doing quality work.
10.
11.
12.
I have a best friend
at work.
In the last six months,
someone at work has talked
to me about my progress.
This last year, I have had
opportunities at work to
learn and grow.
SOURCE: GALLUP Q12 EMPLOYMENT ENGAGEMENT SURVEY (GALLUP.COM)
Team-focus matters. Leaders should be direct,
compassionate and trustworthy. If you desire
greatness from your employees, practice these.
3. Focus Differently on Growth
Achieve topline growth by controlling demand
and increasing output/throughput. You can
control demand by initiating a price action;
yes, a price increase. Now is the time to consider
adjusting your pricing strategy. Many trades
and businesses are doing so.
At the recent Total Tech Summit held in Orlando,
Fla., Randy Stearns, CEO of industry
software leader D-Tools, related that companies
might want to maintain their current size;
exercise hiring discipline during these tough
hiring times and instead focus on EBITDA. A
$5 million business with 10% ($500,000) in
EBITDA suggests if you raise prices by 10%,
revenues go up to $5.5 million, and EBITDA
doubles to $1 million. That is music to your
bankers' ears.
According to Stearns, increasing output/
throughput, which is the productivity of your
workforce, does some good things. For example,
minor changes to schedules, service routes,
taking trucks home, adjusting pay for hours
onsite vs. travel time can all yield significant
benefits. In addition, using existing staffing requires
minimal training and clients keep seeing
the same faces instead of a revolving door of
new and untrained employees. Finally, having
software systems in place to prevent duplicating
efforts also contributes to a better bottom line.
4. Engage Customers
According to the MacGuard survey, only 47%
of dealers use transactional surveys and 43% use
customer satisfaction relational surveys. Transactional
surveys are performed after an event, such
as an installation or service call. A customer satisfaction
relational survey is usually performed
annually according to Deb Moretti, former director
of customer experience at Guardian Protection,
a top super regional company. Moretti is
now a senior advisor with MacGuard conducting
end-user satisfaction surveys for clients.
" A customer satisfaction survey delivers insights
every business needs to make better decisions, "
she says. " Before launching a survey for
overall satisfaction with the brand, it is important
to identify the touchpoints in the customer's
journey to construct a customer journey
map for inclusion in the survey. The customer
Security Sales & Integration JANUARY 2022
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Security Sales & Integration January 2022

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