I run a 14-person business, and we look after our people very well—parties for birthdays, babies, and marriages, and a real interest in each individual, both personally and professionally. Still, people complain incessantly: too much politics, not enough appreciation, and so on. I’m about to tear my hair out because nothing seems to make them happy.
Stop trying. With the best of intentions, you have created a classic entitlement culture in which your people have the deal exactly backwards: They think you work for them.
This phenomenon is not uncommon, although it tends to be more prevalent in small organizations where employees can easily develop casual, familial relationships with their bosses, and bosses often blur professional lines themselves. In the end, such familiarity can backfire, as is happening with you and your moaning, groaning employees.
It’s irrelevant how you got yourself into your predicament, though. What matters is that you get out quickly. And the first person you need to get straight is yourself. You are running a company, not a social club or a counseling service. Your No. 1 priority is to win in the marketplace so that you can continue to grow and provide opportunities for your people.Of course, you want your employees to be happy. But their happiness must stem from the company’s success, not from their every need being met. When the company does well because of their performance, they will thrive, personally and professionally. Not the other way around.
Consider that your new creed. Next, gather your people together and let them know about your epiphany and your plan to convert them, too. Together, you and your staff will need to create a list of behaviors that will make your company a winner. These behaviors will become your new company values—guidelines, if you will, to live by. For instance, one value could be: We will respond with a sense of urgency to customer requests. Or we will only ship products with zero defects. The point of this process is simple: to help your people understand that work is about...well, work.
Oh, you’ll hear yelps as you dismantle your entitlement culture. Some employees you like and value may even leave in protest. Take the hit and wish them well. They will soon find out the grass is not greener on the other side, and you will discover how much better your company operates when your main concern is not whining, but winning.
This question and answer originally appeared in Business Week magazine on May 29, 2006.
Back to top