Opening the Motherlode of Business Success
Customer Service: When will they ever learn?

The Employee Engagement Profit Chain

Enthusiastic 13310752_s“The motherlode of wealth runs not through the executive corridors but through the vocational landscape of frontline employees.” I know I quoted this, from “Firms of Endearment: How World Class Companies Profit from Passion and Purpose” by Raj Sisodia, Jag Sheth and David Wolfe, in my last piece.  The truth that underpins the words, however, is so powerful that I believe they are worth repeating, and cannot be stated too often! It should be at the forefront of every business leader’s, if not every businessperson’s, mind.



Perhaps you will better understand why I feel so strongly about this from the following chart. 

The Employee Engagement-Profit Chain

This chart perfectly encapsulates everything that underpins my Every Individual Matter Model. In fact it helps me understand why I have such a hard time explaining its benefits:  I believe they are obvious. In fact, so obvious that I feel a little embarrassed when sharing them, because I believe that when I do so I am “teaching my grandmother to suck eggs.”

This may seem strange coming from an accountant. After all, I am supposed to be more left-brained, and thus pre-occupied with the numbers. Yet, my empirically focused logic holds fast to another statement I encountered in a newsletter only this morning: “You don't get results by focusing on results. You get results by focusing on the actions that produce results.”  (Mike Hawkins). Now I am sure you will agree with that. After all, nothing happens without human action.  So, your results depend entirely on your people. Thus the more engaged your employees the better your results are likely to be. 

After all, as someone else told me only today, “If you win the heart, the mind will follow. The mind will always create logic to justify what the heart has already decided.” Clearly, you need to win the hearts of your people. And it goes without saying, you will be better able to win your employee’s hearts when you account for, manage and treat them as assets, rather than as costs.


If you like what you have read contact me today to explore how my original thinking could help you break though logjams that are inhibiting your business or how my ‘Every Individual Matters’ Model could help you value your people and provide the transformation to help you create an organic culture of employee engagement where the business becomes our business, embedding continuous improvement that engenders – and sustains – organic business performance.



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