All know what is IQ, but its high time entrepreneurs start paying attention to EQ, what is EQ? Michael Tolan explains in depth the need for “Emotional Quotient” and the fact that most bosses tend to forget their other customers; their own employees.
Entrepreneurs are often driven, on a mission, fired with passion to see their ideas realized into substance. This is an inspiring demonstration of business IQ. Very often in the process, they can fall into a calamity that can collapse their new house of cards; ignoring their customers. Why would any entrepreneur do that really? Everyone focuses on keeping clients happy, going out of their way to win market share and being customer centric. In fact, many business owners are fanatical, pleasing the customer at any cost, in order to win them back and to gain referrals, because after all, people talk. You bet they do.
The cosmic swirl of karma says “treat people right and you will have a reward of loyalty, appreciation or even something that money cannot buy, a good reputation”. Almost everyone has this sound work ethic. Until, you talk to their ‘other’ customers who are non-other than the team members. The very people whom the boss often forgets are customers as well. Interestingly some bosses admit that they, as leaders are so occupied racing to the finish line that some amount of fallout is expected. This results to massive collateral damage. They go by the old saying, “People come, people go” a few casualties on the way are therefore essential for the ball to roll.
Now, lets freeze frame for a moment and jump into those ill-fated team member’s moccasins. Imagine you have a boss who seems like a nice person at first, the kind that’s driven and aiming higher and higher to reach his own targets of perfection. They train you that the customer comes first. Employees of any organization are customers too, after all, you shop, you bank, you drive, and you are also a consumer. Hence, you put in a conscious effort to put your customer on a pedestal, but then your own boss begins to step all over you in order to reach his target. Your employers constantly make you nervous, try to make you feel insignificant, and even are sometimes downright rude and vengeful. This means they have zero emotional intelligence (EQ). That means even though they demonstrate they are brilliant at coming up with great business ideas, you begin to understand you are working for an emotionally challenged bully, an unhappy child trapped inside the body of a boss with power over you and your future.
So why are you working for this power trip person who pushes the panic button daily in the office. Oh yes, you needed a job, so you can earn and pay your rent, support you own personal needs and those of your family and to plan and save for your future. Your future demands that your basic needs of food, shelter, security, esteem, love can be consistently met and exceeded. Then you wonder if this is not your first job, why on earth did you leave your last one? Maybe back when you were taking this new job it seemed better. Would you turn down a similar new offer if your current bosses were stepping all over you and you thought your company competitors demonstrated care for their employees?
As this imaginary employee, do you feel like you have a lot of choices, do you feel stuck, saying to yourself and others over a coffee “It’s a tough job market and I need a job, best to be quite and take it on the chin, soldier up and try to hang on for, until something better comes along?” Who in their right mind would intentionally swim in a polluted ugly toxic pond? Entrepreneurs often forget many a time their customers are also their own staffers that they have employed at their peril. It would be a reverse-situation had the employees been purely customers, and not staff. All efforts would be put into satisfying the customers needs however vague and demanding they seem.
Employees spend most of their life, their waking life at least at work. A break down of their day reveals, 9 to 12 hours are spent either preparing for work, traveling to work, being engaged at work, traveling back and decompressing from work. Assume that someone works five days a week to have two of those days just for them, and you can see the equation adds up to they should be made to feel at home in the workplace. It’s not like employers should provide their staff with a bed and a blanket but there are some strategies that can be looked into to keep these other customers happy.
The time has come to find some thorough remedies. Surveys reveal that many bosses believe that their ‘other customers needs’, the emplo