36. The Decline of Customer Service and the Importance of Employees

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Podcast Show Notes: Interview with Russel Lolacher

Episode Title: The Decline of Customer Service and the Importance of Employees

Guest: Russel Lolacher, Director of DriveBC Service Modernization

Episode Overview: In this enlightening episode of Dear HR Diary, host Dawn Hart sits down with Russel Lolacher to explore the profound influence of leadership on organizational culture. They delve into the decline of customer service and why it's a direct reflection of the employee experience. The conversation highlights the critical role of leaders in shaping a positive work environment and the power of self-awareness in effective leadership.

Key Topics Discussed:

1. The Role of Leadership in Shaping Culture:
   • Leaders set the tone for the organization's culture. Their actions, behaviors, and values cascade down through the team, influencing everything from employee morale to customer interactions.
   • Russel shares insights on how leaders can consciously cultivate a positive and inclusive culture that empowers employees.
2. The Decline of Customer Service:
   • A discussion on the noticeable decline in customer service across industries and how it often stems from a disengaged and undervalued workforce.
   • Russel emphasizes that exceptional customer service begins with how employees are treated internally. When employees feel respected and valued, they naturally extend that positivity to customers.
3. Importance of Employees in Organizational Success:
   • Employees are the backbone of any organization. Investing in their well-being, development, and engagement is crucial for sustained success.
   • Practical tips and strategies for leaders to ensure their employees feel appreciated and motivated to contribute their best work.
4. Creating a Positive Employee Experience:
   • The correlation between a positive employee experience and overall organizational performance. Russel and Dawn discuss how leaders can foster environments where employees thrive.
   • Strategies include offering growth opportunities, fostering open communication, and ensuring employees have a voice in decision-making processes.
5. The Power of Self-Awareness for Leaders:
   • Self-awareness is a cornerstone of effective leadership. Russel shares his personal journey towards becoming a more self-aware leader and the impact it has had on his team and organization.
   • Tools and practices for leaders to develop self-awareness, including reflection, feedback, and continuous learning.

Key Takeaways:

• Leadership is integral to cultivating a positive organizational culture and directly impacts both employee satisfaction and customer service.
• A decline in customer service often reflects deeper issues within the organization's internal environment, particularly how employees are treated.
• Leaders who prioritize employee experience and self-awareness are better equipped to lead thriving teams and drive organizational success.

Call to Action:

• Reflect on your leadership style and its impact on your team. How can you enhance your self-awareness to foster a more positive culture?
• Consider ways to improve the employee experience within your organization. What changes can you implement today to ensure your employees feel valued and engaged?

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