A new poll conducted by Maritz Research, a leading customer and employee research firm, has identified the six supervisor personality profiles and analyzed how different leadership personality types impact employee engagement and customer satisfaction.
Although we might assume that it's the aggressive, hard-driving bosses that get to the best sales and financial results, it's actually the supervisors who demonstrate the more human, positive, upbeat and flexible leadership traits who best motivate employees who in turn deliver the highest levels of customer service and build the strongest customer loyalty.
According to Maritz, employees reporting to a supervisor who they classify as being in the "Caring Mentor" category rate their businesses the highest on having a strong and productive customer focus. These employees also have the strong relationships with customers and build affinities with them, while believing their company can be classified as "outstanding" in their customer service. 26% of respondents have this type of supervisor.
"Caring Mentors" excel in relationship management and receive high appreciation marks from their direct reports. They rate high on being knowledgeable about relevant subject matter and demonstrate constancy and steadiness in their everyday business dealings. They are not seen as been particularly task driven, nor are they described as controlling, tough or ruthless. Bottom line, employees serving under this manager are the most likely to stay with a company long-term, as well as recommend the company to others.
Conversely, the least effective supervisor type is best described as tough, controlling, ruthless and Machiavellian. Maritz has named these inconsistent, untrustworthy and dishonest supervisors as "Win-At-Any-Cost" and 19% of respondents have this type of supervisor. Employees do not respect these bosses and employee engagement is the lowest among this group. In fact, 71% of employees would fire their supervisor in this category if they could.
Then there is the "Taskmaster/Taskmistress" category, with supervisors that are tough, controlling and task-driven but who exhibit a higher level of competency and ethics than "Win-At-Any-Cost" supervisors. Their focus is on productivity and achieving results but they are not rated as being highly effective or having/inspiring high customer service competencies. 10% of respondents have bosses that are in this category.
The largest percentage of respondents (29%) work for the "Respectable Professional" - a highly task-driven boss that is not greatly involved with business operations but is regarded with respect by their employees.
Shivonne Byrne, Innuity CMO