The Dissatisfaction Disconnect: Why Leaders Must Focus on People, Not Processes

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How do you tackle low associate satisfaction? Many leaders focus on improving processes, thinking efficiency will fix the problem. But that's a mistake. Satisfaction often hinges on a deeper issue: the feeling that leadership doesn't care.

A few weeks ago, I was in a meeting about associate satisfaction results. The conversation centered on process improvements. I finally spoke up and reminded everyone that we needed to get back to the basics. As leaders, we often forget the simplest concepts. Instead of just focusing on processes, we need to focus on people.

Here are a few questions — borrowed from other great leaders — that have helped me connect with my team and get to the heart of what's really going on:

• "How are you doing?" It's a simple question, but you have to be ready to probe beyond "fine." Ask them what "fine" means to them, or what they're doing well and what they're struggling with.
• "What's one skill you're hoping to develop in the next six months, and what's one thing I could do to better support your development?" These questions give you the opportunity to become a mentor, not just a manager. They also show that you have a vested interest in their success.

If you're brave and not afraid of the results, consider these:

• "How can I lead you better to meet your needs?" This shows you're not just there to manage, but to support.
• "If you were to leave your role today, what would be the reason?" This is a tough one, but it can reveal critical information you might never hear otherwise.

I struggle every day as a leader. It's easy to let the day-to-day tasks get in the way of what I believe I do best: connecting with people and empowering them to be better. But it's an effort worth making for the sake of true associate satisfaction.