What Do Employees Expect?

by Chuck Csizmar - Jun 15, 2010

When it comes to paying employees for the work they perform, what do you think your workers expect?

Does anyone in management ask themselves this question anymore? Or is the collective attitude these days more typically either 1) "they're lucky to have a job," 2) "where are they going to go?", or 3) my personal favorite, "I pay, you work."

Where does that indifferent attitude come from?

When employees feel mistreated you will see the result through lowered morale, mental disengagement, reduced productivity and even separations. Given the risks involved it's discouraging that not enough of the people in charge actually consider the issue of pay from the employee's perspective - the people doing the work.

Such an important question should generate a better response than guesswork and bias, shouldn't it?

Any manager worth the title should anticipate employee issues, especially those with the power to make or break the business. It's all about knowing your employees, about being prepared.

Because isn't payroll your largest single expense? Depending on the industry it could represent 40% - 60% of total revenue. Shouldn't how you handle pay be carefully considered the same way you would the cost of raw materials, the acquisition of a new business, or the financing of more brick and mortar? You should look at this expense from every possible angle, to better understand the underlying causes, and how you can make it work for you. To better manage your reward dollars, without harming the business you need to understand those factors that impact employee pay.

Taking that hard look will mean trying to understand the employee perspective - the human factor behind the cost of labor. It will mean understanding how company pay decisions are perceived by those on the receiving end.

It does help when you think of pay from the other side of the desk. Employees provide a service and you pay them for it, right? That shouldn't be the end of the equation, because money doesn't manage people - you do.

So, do you know what employees expect from managers, and from the company? Their basic wants and needs have a direct connection to their performance, and their commitment to your organization.

What do employees expect?

While circumstances among individual companies and employee groups might vary somewhat, it is safe to say that employee expectations fall into several broad categories:

• Competitive pay - no surprise here, because that's probably what you want too. You don't need to be a high payer, and should avoid the label of "low baller," but you should ensure that the pay opportunities you provide are consistent with market practice.
   
• Opportunity to earn more - employees should be aware that more money is available to them, through pay increases, variable compensation, even overtime as appropriate.
   
• Regular pay reviews - don't let employees hang in the wind; avoid the stereotype of employees worrying over how to ask the boss for a raise. You don't have to grant anything, but let employees know up front that you'll be scheduling a review. Anniversary or focal date is less important than that the employees know to expect a review.
   
• Timely and accurate payroll - anything less than 100% performance is a problem, as perfection is guaranteed - especially by those lower paid employees who live paycheck to paycheck. Payroll providers will tell you that you never hear from the 99%, but only from those with problems. And the calls are always accusatory. No one ever has a question about their pay; if something's wrong, you messed up.
   
• Fair treatment - employees don't like "favored sons" or special treatment cases - especially if the perception is that they are not deserved. Recipients will become known, so don't think of putting any skeletons in the closet.

Do you understand these expectations? Not so earth shaking, are they? Do they make sense; do you consider them reasonable? Are they the expectations that you have yourself for how you want to be treated?

How you and other managers react to someone's expectations, by either actions taken or in some cases lack of action (ignoring), will set the tone for your employees; you dismiss their concerns at your peril. You don't have to do anything, of course. But your eyes should be open and your decisions should be based on knowledge of what your employees are thinking - and expecting.

Otherwise you're making decisions in the dark, and how many gems of wisdom come from that process?

Think about whether management treats employees as "we" vs. "them." Are they viewed as boxes on an organization chart or as real people? Are they considered an important asset to the business, or a cost item to be managed (dealt with)? Whatever the answer, these attitudes will become known.

So take the time to understand where your employees are coming from. That bit of research will provide dividends down the road - no matter how you choose to pay your people.

Courtesy of CMC Compensation Group