HR Service Matters

By: Mike Smith

Sometimes book titles really get your attention.  I just saw one of those as I looked over a recent book review blog.  I Love You More Than My Dog, by Jeanne Bliss is one of those titles that make you want to look further to see what this book is all about.  The essence of this book appears to be characterized by this quote, “Customers admire the beloved companies for how they are treated, not for how they are handled.”  You can see the complete book review here:

http://actionablebooks.com/articles/i-love-you-more-than-my-dog/

One thing that stood out to me was when the author related her experience with a company where she regularly buys CDs.  The simple act of confirming her orders was done so well that this typically boring interaction became something remarkable. If you can build loyal customers through an exciting customer experience (which I think you can), then I believe you can create more engaged employees by making their HR service experiences more memorable.

Think about all of the connections your HR services have with employees and how each one brings the opportunity to create an emotional connection with employees just like the “beloved” companies seek to do with their customers. These companies are easy to identify because of how they interact with their clients.  Apple and Southwest were two companies mentioned in the book and we can all attest to the loyal following of these two successful companies. 

Most organizations are well-positioned to create a stronger emotional connection with their employees.  For example, the technology put in place to deliver HR services can be leveraged to do more than deliver the same boring messages.  Think of it as a great opportunity to reinforce a personal, uplifting experience for employees.  Wouldn’t it be great to have employees see your organization as one of the “beloved?”