Frontline Workers: the Forgotten 80%

Do you have frontline workers in your organization?  Retail, delivery personnel, and hospitality workers are examples of those who have direct contact with your customers and often feel taken for granted and left out from many opportunities and rewards given to office workers.  These people are often the face of your company to your customers and need to feel seen and appreciated by organization leadership to genuinely care about being their best for your customers. 

Mervyn Dinnen of Two Heads Consulting recently presented in a Human Resources Executive webinar and provided a list of good reminders regarding the “forgotten” 80% who are rarely desk based and lack regular access to business technology.  These people often feel they experience:

• Lack of job options.

• Limited personal freedom and access to skill development.

• Uncertainty and instability.

• Feeling invisible, undervalued and not recognized.

This group needs:

• Improved access and support from organization leadership.

• Meaningful appreciation and recognition.

• Leadership which understands their priorities and what matters to them.

At Conover Consulting we have spent decades building better leaders and better cultures.  Reach out to laura@conoverconsulting.com if you need help determining how to help your frontline workers feel seen, heard and appreciated.