On my last trip to London, I was presented with two very stark reminders of this well used, but often forgotten, phrase: You are only as good as your employees! Both situations reflected very poorly on the respective companies.
My trip, a dinner with my ex-Ernst & Young colleagues, met with an inauspicious start. As I emerged from London Bridge Tube Station I bumped (literally) into a ’top London attraction’ rep physically fighting with one of their competitor’s reps. Given their respective statures it was like a scene from Laurel and Hardy! This was a unedifying encounter, and reflected very poorly on their respective company’s brand (especially as both had the company logo on their chests) and it left me wondering what their employer’s would have thought?
Fortunately dinner with my friends was far more amiable but I was shocked to learn that after 20 year’s of dedicated service they received nothing, not even a thank you email from their employer. Is there not a direct correlation between employee loyalty and business profitability and success? Much is done to retain customer loyalty and the cost of selling to a customer versus the cost of winning a new customer is well understood, but do the same principles not apply to employees? Don’t get me wrong, they weren’t complaining, and weren’t expecting any recognition. Clearly this is the way big firms run, but I couldn’t help but feel a little sorry on their behalf that their loyalty wasn’t recognised.
Mike O’Connell, CEO, Isosceles Finance
