The Tribe Report 5. The Non-Desk Worker Issue - Page 13

6. VALUES AREN’T REAL UNTIL THEY’RE PUT TO WORK Of these respondents, nearly half, at 49 percent, say they are aware of the company values but “don’t see many examples of them being put into action.” Knowing the company values is an important element of non-desk workers being able to deliver the desired customer experience. One interview subject explained it this way: “My company is very vocal about our core values. They are posted all over the store for team members. I see and use them every day. Core values are ingrained in every position and everything we do as a store.” 7. HONESTY IS CRITICAL Trust is quickly eroded when there’s any evidence of dishonesty. Conversely, employees will have more trust in a management team that demonstrates honesty by sharing the bad news as well as the good. Employees are aware that there sometimes is bad news, and they would prefer to know more of the details behind negative developments. As one interview subject said, “We need to know why cuts and changes are being made.” Another commented, “Is it all the truth? I don’t know. There are two sides to every story.” TAKEAWAYS The bad news is there’s no silver bullet. The right channels for reaching non-desk workers will be different for each company. What are the physical surroundings of these employees during the workday? Do they remain in one place or does their job involve moving from one location to the next? What’s the rhythm of the workday? Here are a handful of possibilities to consider: CEO COMMUNICATION Create at least one regularly scheduled communication from your chief executive or president that includes non-desk employees. This could be something as ambitious as a weekly blog post from the CEO or as simple as a quarterly letter from the t