What’s going on with Gen Y employees (and customers)?
By Judith O.Neill*
SEVERAL conversations over the past couple of weeks about the shortage of travel consultants and “problems” some managers have in managing Gen Y’s has prompted me to again write about the fabulous Generation Y employees.
I recently read the following statistic: 72 per cent of retail employees enjoy customer interactions. But that satisfaction level drops to just 55 per cent among employees between the ages of 16 and 24.
Interestingly, the research reported 74 per cent of workers between 35 and 44 years of age claimed they were pleased with dealing with customers and a whopping 83 per cent of those polled between 44 and 64 years old said they enjoyed the time interacting with customers.
So what’s going on with those born after 1980 as both employees and customers?
First of all they do not and will not conform to “our” management and customer service training.
Secondly, we “Baby Boomers” created this fast paced, technology savvy, multi-tasking generation and I think that can be frightening to many managers.
Research shows that the Gen Y group is just about the size of the now “retiring” Baby Boomers. The “Gen X” group who were born between 1965-1980 is a little over one half the size of the Baby Boomer numbers. Why is this important?
Well, with the Baby Boomers starting to retire there are not enough “Gen X’ers” to replace them. The next people up for promotion are, yes you guessed it, the Gen Y’s!
Do I have your attention yet?
Here’s how to pick up your expectations of Gen Y and look at them as an essential part of your business instead of a hindrance.
1. Recognise their intelligence
This is a group of young people who are eager to learn. They grew up with technology and it is an important part of them. While I am still trying to work out the three remotes required to program the TV, the “Y” generation is watching videos on iPods with 5000 downloaded songs.
- Harness their creativity and their knowledge of technology to make needed changes to your business.
- Request their feedback when trying to solve business problems as they may come to the table with unconventional yet very smart solutions.
- Make sure that you acknowledge their accomplishments publicly since this is a group that has grown up with trophies, certificates and awards as feedback for a job well done.
2. Recognise their impatience
This is a group of multi-taskers that can have an IM (instant messaging) conversation with eight people while text messaging someone else, listening to their i-Pod and downing a burger and a Red Bull.
n Lists don’t intimidate them so provide them with enough work to keep them busy and don’t waste too much time in the explanation.
- Be direct and to the point because that is how they have learned to communicate.
- When you hold a meeting, stay to the point and use visuals if you can as they have been used to stimulation during their learning processes.
3. Recognise what customer service means to them
Gen Y’s are able to get what they want when they want it at lightning speed and they are impatient for delivery – be it to them or by them. To them, speed is a way of life.
- Their experience and expectation of good customer service is getting the correct information into the hands of the customer as quickly as possible.
- If you want them to build a relationship with a customer, you are going to have to explain “why” first, and then deal with the how.
What about looking after Gen Y customers? They are no different from your Gen Y employees. They will get frustrated very quickly if you don’t know the answers to their questions immediately. They can smell “spin” or prevarication a mile away.
Gen Ys are very much part of the future of the travel and tourism industry. They embrace change, they are fantastic with new technology, they teach society how to reject prejudices and they generally demand ethical behaviour in business and those they choose to do business with.
How will you change what you are doing to embrace the Gen Y’s in your business?
*Judith O’Neill is a management consultant, business and corporate coach. She is the principal of Aspirations Consulting and is a graduate of the Australian Institute of Company Directors. Judith can be contacted on telephone (02) 9904 3730 or email: jaoneill@aspirationsconsulting.com or visit www.aspirationsconsulting.com