HR Support | Why should you stand up for your employees?

There is a fine line between satisfying your customers or clients and standing up for your staff. Showcasing a level-headed decision will help calm both parties and in turn produce the best results. Unhappy customers can damage a brand’s reputation however it’s an employer or manager’s duty to have their teams back. This will show loyalty and help to improve staff morale.

The question is why should you stand up for your employees if the customer is always right? Isn’t it always best to protect your company’s reputation and deal with the employee later? No, a business reputation is bigger than just reviews and customers, it’s company culture, recruitment, and staff turnover. Knowing when to have your employees’ backs will benefit your brand’s reputation as a great place to work, keeping staff turnover low.  

1. Foster loyal employees. 

The main thing is, employees will be loyal to you if you’re loyal to them. Having good employee loyalty stems from the top if you’re showing team spirit, compassion and a positive attitude can only generate good things amongst your staff. Employees learn from the top so if you support employees when clients become difficult, they will feel valued. This feeling of being valued is powerful something you cannot fake. When an employee is valued it builds a strong relationship where you both know one another would go over and above for the other. 

2. Decipher when criticism of your employees is unacceptable

It’s one thing taking on board constructive criticism but it’s another thing to recognise when criticism is unnecessary. This unnecessary criticism can stem from a customer or a fellow employee. If your employee is receiving unnecessary criticism within the workplace from another employee, you’ll need to step in and provide HR support as this can be deemed workplace bullying. 

When an employee receives criticism from a customer, this can be detrimental to their mental health and can knock their confidence. Employees working in customer service can receive this the most. Stepping in and taking one for the team can help your working relationship, improve staff retention and overall trust. Afterall, if the customer has an issue, it’s usually because of the company and nothing your employee has done. 

3. Know when to call it quits

Being caught between the people who pay you and the people you pay can be hard, complaints can be demoralizing so training employees how to deal with that criticism is vital particularly when it’s from a customer. Criticism can be distracting and disheartening for employees so at this point managers need to step in, save the productivity and loyalty of their employees and make a decision to stand up for their employee. Choosing to say goodbye to a customer in support of your employee can be hard and needs to be well thought through.  When a relationship gets to the end of the road it’s important to maintain your company values and culture in order to keep the respect of your employees and customers. 

Should you require any additional information or HR support surrounding when to stand up for your employees, please don’t hesitate to get in-touch with our multi-award-winning team here

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