Scoring versus winning – the difference is in the outcomes.

When the only goal of a company is to get that bottom line, it sometimes overlooks the needs and goals of its employees. It is vital that everyone understands the rules of the game as well as the stakes. But is scoring always the best outcome? Do you always win because the score is higher?

Take for example a productivity goal – is it more important to get employees to push out more and more products per hour than it is to make sure those employees have breaks and are not stressed out? When a person feels they may be unemployed if they don’t meet an unreasonable quota, that person is liable to make errors that could turn out defective products. Who wins then?

Overtime – mandated or not – is expected on occasion. But if it becomes the norm, is it fair that an employee misses out on family time or develops erratic sleep patterns? Deadlines may be met, but is the product or document quality compromised?

Having employees that strengthen the company is important, but satisfying a board of directors or shareholders or customers is more important to some. Leadership should go beyond satisfying the customer or the board – they need to meet the needs of their employees as well.

If a job requires a lot of a person’s time, at the interview this should be emphasized so that both the employer and candidate are aware and the candidate can either accept or reject the offer, or s/he can make accommodations to meet those requirements. But a company conscious of single parents or the need for dual incomes in a family should also recognize that family-oriented programs such as day care assistance and outings that include the whole family is something they can provide.

Suggestion boxes are old-fashioned, but they are a small empowering tool that gives employees a voice and they believe they can be heard. It helps if the suggestions are taken seriously by either discussing them and/or implementing the suggestions. Or just have regular team meetings for the same results.

“The customer is always right” is not necessarily true. There is such a thing as a rude person who happens to shop in the establishment or the person who is looking to scam by causing a ruckus. Employees need to know that their account of a transaction is heard and respected as much as the customer’s. Of course, camera systems would also back them up.

Employers have to know that just because a person is receiving remuneration for the work they perform that they are not owned by the employer, but that their time has been contracted. There is no other obligation they have. Everyone can win. Making them feel comfortable and respecting them in that timeframe will bring about a more productive environment, better profit margins, and good customer service.