WIIFM Making the "What's in it for me?" Question Work for You
In the constantly changing world of Call Centers, asking agents
to adapt to ever increasing demands, responsibilities and
performance can be a challenge to even the most involved of
managers. Being able to create buy in is always challenging, but
if you can answer the WIIFM question you will be ahead of the
game.
While some people may think that the WIIFM question is selfish
and self serving, I want to challenge that notion. Very few of
us are willing to be completely altruistic in our daily
endeavors. We hold down jobs and invest in careers for diverse
reasons but the bottom line is that the work we do provides us
the means to live the way we choose. When we can no longer see
the WIIFM because we are bogged down in the challenges of our
daily tasks, we no longer feel compelled to perform those tasks.
So, let me ask you a few questions. Why do you work? Is the work
you do important to you or is it just the means to a different
end? Do your goals include continuing to do the job you are
currently in or do you intend to make a career change? How does
the job you're performing now fit into your goals? In other
words "What's in it for you?"
Now that you have thought about your WIIFM answers how can you
provide the WIIFM for the people that work for you? I know that
in a busy Call Center getting to know every employee's hopes and
aspirations can be difficult at best. However, giving them the
tools to ask and answer their own WIIFM questions can lead to a
happier and more productive agent. When discussing new policies,
coaching for better performance, or talking about the direction
of the organization...keep in mind "what is in it for me
(them)." They may not know the answer or they may not be able to
see it during the discussions. Giving them the opportunity to
ask the question or giving them examples of the WIIFM can make
accepting change, or receiving coaching easier.
Actually, WIIFM is just another way to motivate your people that
may or may not consist of monetary goals. Not everyone in your
employment is motivated by more money, or it may not be their
primary motivator. For example, I am completely motivated by
praise. I can go a long way on an "atta girl". If you get
specific about why and where you think I am doing a good job, I
will double my efforts to be valued, appreciated and praised. I
will even ask for praise when I need it. However, when I work in
a situation where I don't feel valued or appreciated, all the
money in the bank won't keep me satisfied. Do you know what
motivates your employees to perform? Can your employees answer
that question for you?
When your employees see the WIIFM they can make informed
decisions about their contributions. It provides focus and can
create target goals to strive for. Answering the WIIFM question
can alleviate fears and frustration, help employees navigate
change and even provide a reason to excel. If you could help
every employee ask and answer the "what's in it for me?"
question would it make your job easier? Would it give you the
tools you needed to provide better motivational messages,
contests, and benefits? Could helping your employees understand
"what's in it for me" improve productivity, retention, or
employee satisfaction? WIIFM can work for you; all you have to
do is ask the right questions.