Article
Article No.: 08-4
Article Title: Concierge Services and Employee Well Being
Author: Linda Gravett, Ph.D., SPHR
Have you ever left your workplace, gone to the parking lot or
garage, and found your car sitting there with a flat tire?
After a long day at work, that can be pretty stressful. In some
organizations, there’s a “white knight” coming to the rescue in the
form of on-site concierge services.
In this 21st century fast-paced, stressful society, several factors
combine to increase stress levels in the workplace: generational
differences (and vastly different perspectives towards work ethic);
fewer people in the workplace to do the same (or more) work; and
intense competition levels in the marketplace. Any one of these
factors is stressful enough on individual workers; combined, they
result in a heavy weight.
In the research for our book, Bridging the Generation Gap, Robin
Throckmorton and I asked employees, “What causes the most conflict
and disagreement across age groups in your workplace?” The
overwhelming response was “differing views on work ethic”. Older
workers said that they don’t think workers in their teens and 20’s
have a work ethic. Younger workers said that there’s too much
emphasis on “face time” at the desk when work could just as easily
been done at a home office. In fact younger workers often
multi-task and can accomplish a great deal in a short amount of time
using technology, while older workers have a difficult time escaping
the concept of “paying your dues” with time at work and working hard
while there. This push-pull in many work places is causing
arguments and hurt feelings….and stress.
Within the next few years, Baby Boomers (born between 1946 and 1964)
will be retiring in large numbers. Many Boomers have already
sought early retirement, either to begin a second career or enjoy
their relative youth and good health. This leaves a skills
crisis and a staffing shortage, meaning longer hours and less time
off for remaining employees. This adds another dimension of stress
at work.
Instead of competition being down the street and around the corner
for many businesses, competition is global. Technology has
brought purchasers of goods and services closer to potential sellers
at an amazing rate. The intensity of competition is heating up
and will continue to do so. Add another dimension of stress.
Is it any wonder that many people in today’s workplace feel sleep
deprived, time starved and stressed out?! A recent study by
the American Psychological Association reported that half of all
working adults and 47% of Americans indicate they are concerned
about the level of stress in their lives. A recent Harris
Interactive Study found that one in three U.S. workers feels that
being overworked is a chronic condition. The Anxiety Disorders
Association of America reports that three in 10 Americans say they
have experienced panic attacks.
The result of all this stress is a potential health crisis in the
workplace, ranging from employees who have high blood pressure to
heart attacks and strokes. Now more than ever, employees will
need an opportunity to break free occasionally and take some time
off. Employers can help the situation by taking proactive
steps to help employees cope, such as sponsoring healthy eating and
nutrition workshops; stress reduction workshops; health club
memberships; and programs that promote work – life balance.
Concierge services are a fast-growing method of helping employees
balance work and the pressures of family life. The five most
popular concierge services in today’s workplace are personal
shopping; automobile services; mailing services; information
referrals; and dry cleaning or laundry services. In addition,
emerging services gaining in popularity are child or elder care
research; gift wrapping services; travel planning; and event
planning. The event planning services range from taking treats
to school for employees’ children to planning graduation parties.
A national provider of concierge services, Best Upon Request,
reports that over 90% of those who used concierge services report a
decreased stress level and more balance in their lives. The same
employees went on to say that they saved an average of two hours for
each concierge service they utilized, and half of these people put
the extra time back into their work.
Quantitative studies have not been conducted yet to tie concierge
services to improved employee well being and satisfaction, although
I believe future studies of this type will show these results.
For employers, this could translate to more productive employees who
handle customer issues and complaints better and are less prone to
absenteeism. This is a trend well worth paying attention to!
If you have any questions or need more information about this article, please complete our Contact Form, or contact Dr. Gravett by telephone at 513-753-8870.