The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences

The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences

by | Sep 16, 2024 | D&I Articles, Leadership & Personal Growth

Pay Equity Wake-Up Call

Imagine sitting across the table, heart racing, palms sweaty. The offer letter is in front of you, but something feels wrong. You know you could ask for more, but the words stick in your throat. Sound familiar?

That’s similar to what happened to my friend Catherine Sugarbroad. She had been in a role for years when an opportunity arose to shift into a new position. Knowing that compensation in her new role might work differently, she sought advice from a trusted colleague.

He warned her that the company might try to lower her base salary because sales compensation often relies on commissions. Armed with this insight, she went into the negotiation fully prepared.

But the outcome surprised her. Instead of lowering her salary, the company raised it. Startled by the unexpected turn, she called her friend to share the news.

He responded, “Oh, you must have been really underpaid.”

This revelation was a wake-up call. Catherine realized just how much money she had been leaving on the table for years by not asking for what she deserved. That raise wasn’t just a salary adjustment—it was a sign that she had been undervalued for far too long.

Fast forward a few years, and she was in the same position again—this time more confident and prepared. When she was offered another role, she didn’t hesitate.

She told her employer, “I know I’m underpaid, and I want you to fix it.” The result?

Another significant raise, this time by 30%. In two job transitions, her base salary increased by an astounding 70%. The lesson was clear: asking for more isn’t just about money—it’s about knowing your worth and claiming it.

Press The Play Button Below For Details:

Doing CX Right®‬ Podcast Ep 53

Actionable Lessons For Women and All Employees:

Catherine’s experience highlights the importance of understanding and advocating for your worth. It’s not just a matter of getting a higher paycheck; it’s about breaking free from the limiting beliefs that keep many people—especially women—from asking for what they deserve. Let’s break down the lessons from her story:

1. Know Your Worth

Understanding what you bring to the table is essential. Catherine’s situation is a perfect example of how being unaware of her market value led to years of under-compensation. Doing research on industry standards and reflecting on your contributions is crucial in any negotiation.

2. Ask for What You Deserve

Many people believe that their efforts will be appreciated without them needing to speak up for themselves. However, Catherine’s experience demonstrates that this is not always the case. By waiting to be offered more instead of advocating for themselves, people often miss out on opportunities for advancement. Simply having the confidence to request a higher salary led to a 70% increase for Catherine over two positions. If she had not spoken up, she would have continued to earn far less than she was truly worth.

3. Prepare for Every Scenario

Even though Catherine expected her base salary to be reduced in exchange for higher commissions, she was ready for whatever came her way. Her preparation gave her the confidence to negotiate effectively. Regardless of the outcome, being well-prepared is essential.

4. Don’t Assume You’re Being Paid Fairly

Catherine’s experience shows that even when you think you’re being paid well, there might be significant gaps in your compensation. It’s vital to regularly check salary benchmarks and understand the going rate for your role in the market.

5. It’s Never Too Late to Correct the Course

A key takeaway from Catherine’s story is that there is invariably time to advocate for yourself. Even after years of being underpaid, she was able to negotiate significant raises. Don’t let past experiences of under-compensation hold you back—there’s often an opportunity to correct course.

6. Speak Up, Especially for Others

Catherine didn’t stop advocating for herself. When she noticed that men were more likely to negotiate higher starting salaries while women remained silent, she took action. Alongside her leadership team, she adjusted the wages of female engineers to match their male counterparts. This proactive approach ensured pay equity within her team, showing that asking for more doesn’t just benefit you—it can pave the way for others as well.

Actionable Insights for Company Leaders

Catherine’s story offers critical insights for leaders who want to create a fair and empowering workplace. Pay equity isn’t just about keeping employees happy—it’s about creating a culture of fairness and trust that drives long-term business success. Here’s what leaders can do to foster a more equitable environment:

1. Conduct Regular Pay Equity Audits

Manage regular pay audits to ensure that all employees are being compensated fairly. Waiting for employees to bring up pay concerns can erode trust. Proactively identifying and addressing pay gaps sends a clear message that your organization values fairness.

2. Encourage Open Conversations About Compensation

Make compensation a regular part of career development discussions. Employees need to feel comfortable bringing up salary questions without fear of backlash. Leaders must create a safe space where these conversations are not only welcome but encouraged.

3. Provide Negotiation Training

Offer negotiation training, especially to employees from underrepresented groups, can help close pay gaps. Many employees, particularly women, may not feel confident negotiating, but with the right tools and support, they can learn how to ask for what they deserve.

4. Tie Compensation to Performance and Customer Satisfaction

Link compensation to performance metrics. By doing so, leaders can ensure that employees feel motivated and rewarded for their contributions (though make sure no one is gaming the system). When employees feel valued, their engagement and performance improve, benefiting both the company and its customers.

5. Mentor and Advocate for Underrepresented Groups

Catherine’s proactive approach to adjusting pay for women engineers is a great example of how leaders can advocate for those who may not naturally ask for more. Creating mentorship programs and actively supporting employees from underrepresented groups can ensure that pay equity is built into the culture of your organization.

The Ripple Effect of Pay Equity on Customer Experience

Catherine’s story is not just about salaries; it’s about how fair compensation affects both employee and customer experience. When employees feel valued and fairly compensated, they are more engaged, motivated, and connected to the company’s mission. This engagement has a direct impact on the way they interact with customers.

An undervalued workforce can lead to disengaged employees, which results in poor customer interactions. On the flip side, employees who feel appreciated and well-compensated are more likely to go above and beyond, resulting in higher customer satisfaction and loyalty.

By prioritizing pay equity, leaders can create a ripple effect that not only improves employee morale but also enhances the overall customer experience. It’s a win-win for everyone involved.

What is International Equal Pay Day?

Observed on September 18, International Equal Pay Day is a United Nations initiative that highlights the ongoing gender pay gap and the global efforts to close it. It serves as a reminder that pay equity isn’t just about fairness—it’s about fostering more inclusive, innovative, and successful workplaces.

The gender pay gap persists in many industries worldwide, and while progress has been made, there is still work to be done. International Equal Pay Day calls on businesses, governments, and individuals to take concrete actions to ensure that all employees, regardless of gender, are paid fairly for their work. It’s a day to reflect on the importance of equal pay and the long-term benefits it brings to both employees and organizations.

For companies, addressing pay equity is not just a moral obligation—it’s a strategic business move. Fair compensation leads to happier, more engaged employees, which in turn drives customer satisfaction and business growth.

Your Next Move: Listen to the Full Story

Whether you’re an employee looking to ask for more or a leader striving to create a fairer workplace, the lessons from Catherine’s story are clear: knowing your worth and advocating for yourself and others is crucial. Pay equity isn’t just about the numbers—it’s about creating a culture where everyone feels valued.

If you want to dive deeper into Catherine’s journey and hear more about our conversation on how pay equity shapes employee and customer experiences, listen to the full episode of my podcast, “Doing CX Right,“ where Catherine and I discuss these insights and more.

 

If you need help, let’s talk.  📧 Info@DoingCXRight.com

You don’t need to go through anything alone.

Silence Speaks: Leadership Lessons from 7 Days Without My Voice

Silence Speaks: Leadership Lessons from 7 Days Without My Voice

by | Aug 18, 2024 | Leadership & Personal Growth

Leadership often demands a strong voice, but losing mine for seven days taught me that true leadership starts with silence

It all began with two days of nonstop talking to film my LinkedIn Learning course (2nd one launching Q424) and then heading straight to the National Speaker Association conference. By the end of it, my voice wasn’t just hoarse—it was completely gone. For someone who speaks for a living, it’s not just inconvenient—it’s a showstopper.

But here’s the twist: losing my voice wasn’t just a hurdle; it was a revelation. In that silence, I found something unexpected—clarity, lessons, and even a temporary reprieve from keeping score in Pickleball—small victories.

In those quiet days, I discovered insights that shook up my thinking about leadership—lessons that might change how you lead, too. Curious about how this could impact your journey? Keep reading to find out.

Leadership Lesson 1: The Art of Listening—Really Listening

We often talk about the importance of listening, but when you physically can’t speak, you realize just how crucial it is. With my voice silenced, I had no choice but to listen—and not just hear but truly absorb what others were saying. In those moments, I noticed the pauses, the unspoken concerns, and the nuances in people’s voices that I might have missed before. This wasn’t just about being polite; it was about understanding at a deeper level. Imagine how this kind of listening could transform your leadership style, helping you connect with your team in ways that go beyond surface-level conversations.

Leadership Lesson 2: Empathy in Action

Being voiceless gave me a firsthand experience of what it feels like to be unable to express yourself fully. It’s a frustrating place to be, especially when you have ideas and thoughts bubbling inside you. This experience deepened my empathy for those who often feel unheard or overlooked in their roles. It’s easy to forget that leadership isn’t just about directing; it’s about creating space for others to contribute, especially those who may not always have the loudest voice in the room. By fostering an environment where everyone feels heard, you unlock the potential of your entire team.

Leadership Lesson 3: The Power of Non-Verbal Communication

When words fail, body language, facial expressions, and written notes become your primary tools for communication. I had to rely on these non-verbal cues more than ever, and in doing so, I realized how much they convey—sometimes more than words ever could. A nod, a smile, or a simple gesture can communicate volumes about our intentions and feelings. As a leader, being attuned to these signals can help you understand your team better, resolve conflicts more effectively, and build stronger connections. It’s a reminder that communication is about more than just words.

Leadership Lesson 4: Trusting the Team

Unable to speak, I had to delegate tasks and trust others to handle what I normally would. This experience reinforced the importance of trust and delegation in leadership. When you step back, you give others the chance to step up, often revealing strengths and capabilities you might not have recognized before. Effective leadership isn’t about doing everything yourself; it’s about empowering your team to take ownership and excel in their roles. By trusting others, you build a culture of accountability and growth.

Leadership Lesson 5: Reflection in Silence

Silence gave me something I rarely get: time to reflect. In our fast-paced world, we often move from one task to the next without pausing to consider the bigger picture. But during those quiet days, I had the space to think deeply about my actions, decisions, and the direction I wanted to take. Reflection isn’t just a luxury; it’s a leadership necessity. It allows you to gain clarity, make more intentional decisions, and ensure that your actions align with your values and goals.

 

Conclusion: The Gift of Silence

Losing my voice was unexpected and, honestly, a bit unsettling. But it was also a powerful reminder that leadership isn’t about how much you say but how much you understand, connect, and empower others. Silence, it turns out, is anything but empty. It makes you listen harder, see clearer, trust deeper, and think sharper. These aren’t just leadership tactics—they’re the essence of leading with intention. Embrace the quiet. It’s where true leadership begins.

Next time silence finds you, lean into it. In those quiet moments, you might uncover the most valuable insights that can transform the way you lead and the outcomes you achieve.

 

If you like my article, subscribe to my newsletter for more insightful leadership strategies and resources.

Women Leaders in Male-Dominated Fields: Success Stories and Strategies

Women Leaders in Male-Dominated Fields: Success Stories and Strategies

by | Jul 24, 2024 | Company Culture & Employees, D&I Articles

Have you ever wondered why, despite your hard work and dedication, your paycheck doesn’t quite match up to your male colleagues?

Or why, when you look up the corporate ladder, you see fewer and fewer faces that look like yours?

Have you found yourself struggling to balance the demands of your career with the needs of your family, wondering if you’ll ever find that elusive work-life equilibrium?

Or perhaps you’ve felt adrift in your career, wishing for guidance but unsure where to turn for mentorship?

If any of these questions resonate with you, you’re not alone. Countless women across industries and around the globe share these challenges—the gender pay gap, underrepresentation in leadership, work-family balance, and lack of mentorship—but what if we could change this narrative?

This spark ignited a powerful conversation at a recent workshop I led at the Reuters CX West Event. Titled “Women in CX,” the session drew a diverse audience, including several insightful men who contributed valuable perspectives. What unfolded was not just a discussion but a reimagining of the workplace as we know it.

As we dived into these complex issues, it became clear that these challenges are not isolated problems but symptoms of deeper, systemic issues. Our task was not just to identify these challenges but also to envision innovative solutions that could transform the entire corporate landscape.

The Reality in Numbers

Before we dive into the insights and strategies that emerged from our discussion, let’s ground ourselves in the current reality:

  • Women comprise 58.4% of the workforce yet hold only 35% of senior leadership roles. (Source: BLS GOV – Employment Situation)
  • Women earn 84% of what men do—translating to $10,000 less annually. This gap has remained nearly constant for a decade. (Source: Newsweek – America’s Greatest Workplaces for Women 2024)
  • Women are less likely than men to have a mentor who advocates for them, even though enhancing mentorship can significantly aid career advancement.

These statistics underscore the urgency of our discussion and the need for transformative solutions. But numbers only tell part of the story. The real power lies in the experiences, insights, and innovative ideas that emerged from our workshop – ideas that have the potential to reshape how we approach gender equality in the workplace.

The Power of Self-Advocacy

One of the most striking insights emerged was the critical role of self-advocacy. While men often excel at showcasing their achievements, women tend to work diligently behind the scenes, their contributions sometimes going unnoticed. Our discussion emphasized that self-advocacy isn’t just a skill but a responsibility. By actively highlighting our accomplishments, we not only advance our own careers but also challenge existing norms and pave the way for others.

Embracing Transparency

The need for transparent conversations about career progression and compensation emerged as a key theme. Transparency isn’t just about fairness; it’s about creating a new corporate culture. By demanding clear information about roles, salaries, and advancement opportunities, we can demystify the path to success and ensure equal access for all. This is particularly crucial given the persistent gender pay gap highlighted in our statistics.

Charting Your Own Course: Career Journey Mapping

An innovative approach discussed was ‘career journey mapping’ – a proactive strategy for charting one’s career path. This involves identifying goals, potential opportunities, and the steps required. By mapping our journeys, we’re not just planning for success but redefining what success means on our own terms. This strategy can be particularly powerful in addressing the underrepresentation of women in senior leadership roles.

Actionable Strategies for Empowerment

Our discussion yielded several practical strategies for women to enhance their career prospects:

1. Maximize Performance Reviews: Use these sessions as platforms for self-advocacy and goal-setting.
2. Commit to Continuous Learning: Stay relevant by constantly updating your skills and knowledge.
3. Engage in Mentorship: Both seek mentors and become one to solidify your expertise and expand your network. This is crucial given the mentorship gap identified in our statistics.
4. Advocate for Organizational Transparency: Push for clear policies on job roles, salary structures, and career progression to address the persistent pay gap.
5. Build and Leverage Professional Networks: Create meaningful relationships that offer support, insights, and opportunities.

Challenging the Status Quo

As we navigate the complex landscape of gender equality in the workplace, it’s crucial to challenge our own assumptions. The solutions we seek may not be about fitting into existing structures, but about reimagining those structures entirely.

By embracing self-advocacy, demanding transparency, and strategically planning our careers, we’re not just advancing our own interests. We’re pioneering a new way forward that benefits everyone in the workplace.

The Road Ahead

The insights from this workshop offer more than a roadmap for individual success—they challenge us to rethink our approach to workplace equality. As we move forward, let’s dare to ask how we can transform the system itself.

What will you do differently tomorrow to start this transformation? The most powerful changes often start with the simplest actions. Whether seeking a mentor, advocating for transparency in your organization, or mapping out your career journey, each step brings us closer to a more equitable workplace for all.

Remember, the path to change begins with you. By taking these insights and putting them into action, you’re not just advancing your own career—you’re helping to create a more inclusive, equitable workplace for all women. Together, we can redefine what success looks like and pave the way for the next generation of female leaders.

 

Are you looking for an inspirational women leader to speak at your next event, webinar, or podcast?

Let's Talk

Link Between Employee Offboarding and Customer Experience: Doing Both Right

Link Between Employee Offboarding and Customer Experience: Doing Both Right

by | Jun 4, 2024 | Company Culture & Employees

How can a well-handled exit impact your brand’s reputation and customer loyalty?

Have you considered the potential revenue loss and damage to your company’s image when disgruntled former employees share their negative experiences?

While most organizations put significant effort into employee onboarding and integrating new hires, many neglect the nurturing and offboarding part of the journey. This oversight is a critical mistake that damages customer experience, company reputation, and employee morale.

Employee offboarding is often done poorly, resulting in three major losses: customers, remaining employees, and departing employees. Here’s why these losses matter and how to do employee offboarding right, whether you’re a CEO or an intern and everyone in between.

Why Employee Offboarding Matters More Than Ever

Employee offboarding is the formal process that ends the employment relationship between an organization and an employee, whether through resignation, layoffs, or termination. This process includes activities such as exit interviews, turning in company property, revoking system access, and final paycheck settlements. A well-handled employee offboarding process is crucial for several reasons:

Protecting Company Reputation

Employees discuss their departure experiences publicly through social media, online reviews, or word-of-mouth. A respectful, transparent offboarding process can turn a departing employee into a brand advocate rather than a detractor. Negative stories can tarnish your brand’s reputation, impacting customer perceptions and loyalty.

Retaining Customer Trust

Frequently, employees are also customers. A negative offboarding experience can lead them to discontinue using your products or services and persuade others to do the same. Conversely, a positive experience can reinforce their loyalty and encourage them to speak positively about your brand.

Reducing Legal Risks

Clear communication and legal transparency during employee offboarding can reduce the likelihood of litigation related to wrongful termination or discrimination claims. This not only protects your company legally but also maintains trust with remaining employees and customers.

Maintaining Industry Relationships

The world is interconnected, and treating employees poorly can sever valuable industry relationships. Former employees may become colleagues, partners, or clients in the future. Positive employee offboarding experiences can preserve these relationships and even open new opportunities.

The Emotional Impact on Departing Employees

Being let go from a job can trigger a form of grieving, representing a loss of professional identity. The departing employee needs time to process this transition and understand their rights in the offboarding process. A well-handled offboarding can provide closure and support during this difficult time, reflecting positively on your company.

Recommendations for Effective Employee Offboarding

To ensure a positive exit experience and enhance customer loyalty, CX leaders can implement the following recommendations, all featured in detail in the “Doing CX Right” podcast episode 133.

1. Prioritize Employee Well-Being

Treating employees with care and respect will reflect positively on how a company treats its customers. A positive employee experience leads to a better customer service experience. Ensuring that employees feel valued and respected throughout their tenure and even during their exit can significantly boost morale and customer satisfaction.

2. Leadership Training

Invest in leadership training focused on empathy, transparency, and respect to ensure leaders can handle difficult situations, like employee dismissal, without negatively impacting the overall customer experience. Well-trained leaders are better equipped to manage terminations in a way that maintains dignity and fosters a positive company culture.

3. Transparency and Honest Communication

Avoid common mistakes in employee-employer relationships by practicing transparency and honest communication. This can help build trust and loyalty among both employees and customers. Open and honest dialogue about the reasons for termination and the process involved helps mitigate misunderstandings and potential conflicts.

4. Respectful Employee Offboarding

Handle employee separations with empathy and respect rather than relying on performance improvement plans, which can create anxiety and a negative work culture that may spill over into customer interactions. A compassionate approach to offboarding can leave departing employees feeling respected and more likely to speak positively about the company.

5. Continuous Learning and Adaptation

Encourage leaders to continually learn and adapt to foster a positive culture. A positive employee environment contributes significantly to a sustained great customer experience. Promoting a culture of continuous improvement ensures that both leaders and employees are equipped to handle changes and challenges effectively.

Listen to Doing CX Right podcast episode below for more actionable strategies👇

Achieving a win-win-win is not just possible; it’s achievable!

Subscribe on your favorite podcast channel for ongoing updates: Apple, Spotify, Audible, Pandora, iHeart Radio, etc).

Remember: by implementing these lessons, companies can transform their employee offboarding process into a strategic advantage, leading with heart to humanize business, enhance customer loyalty, and strengthen brand reputation.

 

Learn How To Deliver Better Customer Service Through An Engaged and Valued Workforce.  Watch My Linkedin Learning Self-Paced Course

Learn More

How to Make Feedback a Gift, Not A Curse, in the AI Era

How to Make Feedback a Gift, Not A Curse, in the AI Era

by | May 31, 2024 | Leadership & Personal Growth

Have you ever received feedback that left you feeling deflated, misunderstood, or resentful?

Or perhaps you’ve delivered criticism that inadvertently damaged a relationship or stifled innovation?

In a business landscape increasingly shaped by AI and automation, genuine human connection is rare. How we deliver feedback is more critical than ever, as it can either amplify our humanity or diminish it.

One of my guiding lights, personally and professionally, has been Don Miguel Ruiz’s “The Four Agreements.” It’s a book filled with profound wisdom. The agreement that resonates most deeply with me, especially regarding feedback, is “Be Impeccable With Your Words.” Ruiz reminds us that our words hold immense power – they can uplift, heal, or they can wound and destroy. And I would add, it’s not just the words themselves, but the delivery that makes all the difference.

Let’s disucss how this ancient wisdom can revolutionize your approach to feedback, both as a giver and receiver:

The Power of Impeccable Words: Lessons from “The Four Agreements”

In the book, Ruiz urges us to use language that is truthful, empowering, and aligned with our highest intentions. When it comes to feedback, this means:

  • Speaking with integrity: Avoid gossip, assumptions, and exaggerations. Base your feedback on observable facts and direct experience.
  • Avoiding harmful language: Refrain from using words that demean, belittle, or attack the person’s character. Focus on the behavior or outcome, not the individual.
  • Choosing words that uplift and inspire: Frame your feedback in a way that motivates and encourages growth rather than discourages or shuts down.
  • Taking responsibility for your words: Own your perspective, acknowledge your emotions, and avoid blaming or accusing.

Actionable Tips for Leaders: Applying “Be Impeccable With Your Words”

  • Cultivate self-awareness: Before offering feedback, check your own motives. Are you speaking from a place of genuine concern, or are you reacting out of frustration or personal bias?
  • Practice active listening: Give your full attention to the person you’re communicating with. Hear not only their words but also their underlying emotions and needs.
  • Choose your words carefully: Tailor your language to the individual and the situation. Consider the impact your words will have on their confidence and motivation.
  • Lead by example: Model the kind of communication you want to see in your organization. Encourage open, honest, and respectful dialogue at all levels.
  • Create a safe space for feedback: Foster a culture where employees feel comfortable giving and receiving feedback without fear of judgment or retribution.

Feedback in an AI-Driven World: The Human Advantage

As AI continues to transform the workplace, the human element of feedback becomes even more invaluable. While AI can provide data-driven insights and automate certain processes, it cannot replicate the nuance, empathy, and emotional intelligence humans bring.

By embracing the principles of “Be Impeccable With Your Words,” business leaders can leverage this human advantage to:

  • Build stronger relationships: Foster trust, loyalty, and collaboration among team members.
  • Enhance performance: Encourage continuous learning and development through constructive feedback.
  • Drive innovation: Create a culture where new ideas are welcomed and nurtured, even if they come with a dose of healthy criticism.
  • Differentiate your brand: Deliver a customer experience that is authentic, personalized, and rooted in genuine emotional engagement.  

In Conclusion

In the age of AI, where algorithms and automation are reshaping how we work and interact, the power of human connection is not diminished—it’s amplified. By being impeccable with words, we can elevate our organizations, inspire our teams, and create a future where technology and humanity work harmoniously.

The question is: What will you choose? Will your words empower and inspire, fostering growth, collaboration, and innovation, or will they discourage and deflate, creating barriers to progress and undermining trust?

The answer may determine not only your success but the lasting impact you leave on your business, your team, and the world.

If you like this article, continue reading about

CX Leadership Lessons From “The Four Agreements”

The Four Agreements and CX Lessons Learned by Stacy Sherman

Learn How To Deliver Better Customer Service Through An Engaged and Valued Workforce.  Watch My Linkedin Learning Self-Paced Course

Learn More