Comcast has been a Best Places to Work finalist for six consecutive years and the reason is clear: “We are never too busy for the people stuff,” says Suzy Persutti, who has served as vice president of human resources Western New England Region before her recent promotion to vice president of employee relations and engagement for Comcast’s New England Division.
“We ask people what they think and we work very hard to listen to our leaders and employees,” explains Persutti, whose new role includes working with the Connecticut staff. “We love surveys and focus groups, and we make the business better with what employees say in those sessions. It’s not just lip service.”
Comcast wanted to raise employee satisfaction. So the company conducted a Credo Speak survey to understand what was on employees’ minds and implemented many employee ideas. That moved the employee satisfaction levels 10-12 points, up to 80 percent, Persutti says.
“We make it important. Talk about how to do it. Keep it on the radar. Keep it important.” Persutti says that’s how to keep that Best Places to Work feeling.
“We collaborate as a team with a strong sense of purpose. We pay for performance,” Persutti continues, “measuring each employee for quarterly bonuses based on that performance.”
Comcast is also a believer in employee amenities. There are exercise rooms and cafeterias in larger buildings, with coffee makers and machine cuisine in smaller venues. The technicians only report to the office once a week, dispatching from home to eliminate the extra travel time. All employees are provided with free cable and internet plus a discount on phone service. As recognition awards, employees can earn tickets to venues such as the Comcast Theater.
“We study and do our best with feedback,” notes Persutti. “(We) used to do a big holiday party held on the weekend. Many were too busy to attend. Now (we) have a weekday luncheon. Everyone attends then goes home early.”
Last year, the Western New England Region won the System of the Year award — best out of Comcast’s 21 regions — for its BBQ and Safety Rodeo. While some employees went to Comcast’s Philadelphia headquarters for the awards ceremony, everyone got to celebrate — Comcast took over Lake Compounce for a day of music, food, rides and fun.
Corporate culture includes community support. The 10th annual Comcast Cares Day will be April 30, when the region and its employees support their local communities with supplies and manpower. Throughout the year, there’s also Comcast support for the Race for the Cure for breast cancer, the Calhoun Race, and the United Way Golf Tournament.
”I look at my responsibilities as three buckets: caring for the people, caring for the culture, and making sure the business is successful,” says Mary McLaughlin, senior vice president of the Western New England Region.
“It hit me like a ton,” says McLaughlin, “the (Comcast) culture, with its sense of ownership and collegiality, the emphasis on employees, the tools for training, the new hire classes, recruiting and training the right people, and giving people opportunity. People want to grow and have new opportunities and have a high level of engagement. There is a plethora of all these things.”
She sees engagement at every level, pride of ownership, and so much growth in the technology and customer service.
Persutti says every one of the 1,400 employees is an ambassador. “We are a 24/7, 365-day business. We are in their homes. We’re reliable. We’re proud of our service.” â
