Feel Good Friday: Living the Dream

May 17, 2013 By Leave a Comment

Living a dream depends to some extent, on luck, on the alignment of the stars in an individual’s favour.  But luck only comes to those who dare to dream, who work hard to develop their talent and who refuse to listen to the people who try to pull them down from the stars and back to the solid world of safety and sameness.

This dance troupe took a chance,  followed their dream and from the bottom of my heart … thank you for daring to share your talent and your vision .. and for introducing me to another amazing talent, Emile Sande.

Read all About It – Emile Sande

You’ve got the words to change a nation,
But you’re biting your tongue,
You’ve spent a lifetime stuck in silence,
Afraid you’ll say something wrong,
If no one ever hears it how we gonna learn your song,
So come on, come on, come on, come on,

You’ve got a heart as loud as lions,
So why let your voice be tamed,
Baby we’re a little different there’s no need to be ashamed,
You’ve got the light to fight the shadows so stop hiding it away,
Come on, come on

I wanna sing,
I wanna shout,
I wanna scream til the words dry out,
So put it in all of the papers,
I’m not afraid,
They can read all about it,
Read all about it, oh

Oh oh oh, oh oh oh, oh oh oh

Oh oh oh, oh oh oh, oh oh oh

Filed Under: Feel Good Friday Tagged With: ,

Stop the Power Tripping

May 15, 2013 By 2 Comments

The same way leadership isn’t a privilege bestowed to people with a business card, title or corner office, neither is power tripping.

Power trippers walk amongst us in many shapes, sizes and guises and wield their “I’m smarter/more important/more worthy than you” stick in many different ways.  Do you recognize any of these?

  1. The supervisor or manager who insists on reviewing each and every piece of documentation before it goes out.  Their lack of trust in the knowledge, expertise and experience in the people they hired to get a job done kills motivation and creativity.
  2. The co-worker who believes length of service bestows super powers and treats newer team members with condescension.
  3. The micro-managers who check, double-check, triple-check and alter someone else’s work until it turns into their work, their project, all under the guise of managing a project.
  4. The co-worker who consistently forgets to forward messages or hoards information, instead of sharing it with others on the team.
  5. The nitpickers who are blind to the 90% of work done well and focus only on helping someone get better at the 10% that could still use some work.
  6. Co-workers, supervisors and managers who play favourites.  They build up and surround themselves with their posse, shutting others out of offers for lunch or opportunities to take on new challenges.
  7. The co-worker who embarrasses others with their jokes and pranks.

A friend of mine used the term “dysfunction junction” to describe this type of workplace.  Dysfunctional workplaces simply do not produce or provide an environment where customers, internal and external, want to be in for long.

Some people are strong enough, confident enough to withstand the jabs, digs and deliberate attempts to belittle and demean.  Some simply refuse to deal with the drama and take their knowledge, expertise and experience elsewhere.  Others stay but turn into warm bodies, doing exactly what they need to in order to stay out of the range of fire. Their productivity, creativity and passion die.

Power is not the same as authority.  Power may be seized and is built on fear.  Authority is a gift given by those who trust their leader.

That’s my two cents … what do you think?

Filed Under: Employee Engagement, Leadership Tagged With: , , ,

Get Off Your High Horse

May 13, 2013 By 4 Comments

In the many customer service workshops I facilitate, I’ve discovered that the human tendency to judge others based on personal moral standards or guidelines is by far the biggest hurdle in a person’s ability to provide great service.

Customer profiling is not limited to policing and security.  A customer that doesn’t look quite right, whose clothes and mannerisms don’t match a preconceived notion of what a customer should look like, very often receive lower grade service. They may not be treated with outright rudeness (although that does happen) but the smile, the offers to help and quality checks are not done as quickly or with as much enthusiasm.

Moral judgments and biases really come into play when a customer is unhappy about a policy or a procedure.  The tendency to blame customers for their dissatisfaction or unhappiness is common.

  • “Why should I care if a customer is unhappy because he has to go outside to smoke? Smoking is a disgusting habit. He should just quit and then his problem is solved.”
  • “If she’d read the information, she’d have seen there was a fee for that.”
  • “He’s just like all the others; a scammer out to get something for free.”
  • “Wow, I can’t believe how rude she was.  What a b*#@h!”
  • “She was late.  If she’d been here on time, she wouldn’t have had to wait as long.”
  • “Everyone knows hotel check-in times are not that early.  Why is she so mad because she can’t get into her room early?”

Customers have foibles, bad habits, idiosyncrasies. They are just like us, imperfect.   Excellent service providers have learned to get off their high horse, their pedestal of moral judgment and insider information.  Instead, they join the customer at ground level to look at the situation from his or her point of view; they try to find common ground.  Excellent service providers may not always agree, but they are never disagreeable.

I’d love to hear your thoughts on this.  Please feel free to share. 

 

Filed Under: Customer Service Tagged With: , , ,

Location, location, location

May 10, 2013 By 2 Comments

Would you go to a business with great service if a similar business, with poor service, was more convenient?

Your answer might be “It depends”.

There are times when convenience trumps service. When you realize you’re out of eggs an hour before your family arrives for Sunday brunch, you’ll probably go to the nearby store with indifferent employees instead of driving 15 minutes to get eggs from the store with friendly employees.

Many poor-service businesses are in business because they are convenient.  But, companies that count on the convenience factor to drive business, instead of the service factor, leave money on the table. Their customers do not visit as often and when they do, they tend to get only what they need right now, instead of filling their cart with extras. Their customers are also very willing to cut and run when a competitor opens up nearby, especially if the competitor also provides good service.

When a company focuses on creating a great service experience, their customers feel valued and customers who feel valued are:

  • Less price conscious
  • More likely to try new product or service offerings
  • Happy to provide referrals to family, friends and colleagues
  • Less likely to cut and run when a competitor opens up nearby

Besides, who wants to be known as the business people “have to go to” when you could be known as the business people “want to go to”?

Filed Under: Customer Service Tagged With: , , ,

The Importance of Habits

May 8, 2013 By 3 Comments

In The CEO Code, the author, David Rohlander dedicates an entire chapter to the topic of habits.  The importance of positive, productive habits is not a sexy or glamorous topic.  Perhaps that’s why it doesn’t get the respect it deserves.

Habits make or break careers.  Negative habits get in the way of success.  Positive habits help you achieve personal and professional goals.

Regardless of the title a person holds or if their desk is in a cubicle or a corner office, it is important to look at the habits held and practiced and then work on replacing the bad habits with good habits.

For example, CEO’s, sales managers, receptionists, accountants all benefit when poor time management habits are eliminated.  Many of us get stuck in the rut of completing a task a certain way and with a small tweak, could reduce the amount of time spent or perhaps even provide someone else the opportunity to take on the challenge.

Make it a habit, a ritual, a must to acknowledge the people you work with, instead of rushing to your desk to start on a busy day.  This creates opportunities for dialogue and improved relationships.

Instead of jumping headfirst into your day, make it a habit to start each day with reflection.  Spend some time focusing on your personal and professional goals, your successes and your challenges.  This mental mind shift from “must get done” to a long-term, big picture perspective helps prioritize during the rest of the day.

Do you want to become a better communicator?  Identify your poor habits and replacing them with better habits.  Instead of automatically jumping in with suggestions or solutions to problems, make it a habit to ask questions and provide opportunities for others to develop solutions.

The CEO Code is filled with practical advice and tips on how to be a better leader.  One sure way to achieve personal or professional success, is to develop strong, positive habits.

(Thank you to Career Press for the opportunity to read and review David Rohlander’s book, The CEO Code.)

Filed Under: Book Reviews, Personal Development Tagged With: , , , ,

Speak Up!

May 6, 2013 By 2 Comments

How many times have you walked out of a meeting frustrated and angry at yourself for not speaking up at the meeting?

I used to be that person.   I was worried I would come across as argumentative if I saw an issue from another point of view or that my peers around the table would laugh at my idea.  The problem? Very often someone else at the meeting would come up with a similar idea, comment or question, would verbalize it and get credit for the very thing I had thought of earlier.  In almost all cases, the idea, comment or question I was worried would make me look foolish in front of my peers was worthy of sharing. It was my own lack of trust and respect for the skills and knowledge I possessed that was holding me back from achieving my goals.

How many of you recognize yourself in that scenario? The corporate boardroom table could be replaced with a dinner table or a volunteer committee meeting.  No matter what table you are sitting at, each and every one of you is there for a reason.  You bring life experience, skills and knowledge that hold weight, that are valid and that should be heard.

Take some time to reflect on your values, your experience and your knowledge.  Recognize where you have some knowledge gaps and identify ways to fill those gaps.  And last but definitely not least, learn to trust and respect the skills and knowledge that you possess.

My journey from silent observer to active participant was a journey of baby steps.  I will never forget the deep breath I took before I offered my first unsolicited viewpoint at a meeting, and the feeling of pride and accomplishment after.  There were set backs along the way, but with each new attempt, my confidence grew.  And along the way, I’ve discovered that being wrong isn’t the end of the world.  It’s an opportunity to learn and to grow.

(This is an updated version of a blog originally posted in 2011.  After attending a Toastmaster’s convention this weekend, I was reminded that it’s not only the technical skill of speaking that’s important.  It’s also believing we have something to say that is worth listening to.)

Filed Under: Personal Development Tagged With: , ,

Is What You Know Boxing You in?

May 3, 2013 By Leave a Comment

It’s been said that what we don’t know chains us; that lack of knowledge holds us back and keep us from realizing our full potential.

That is true.  But knowledge can close minds as easily as it opens them.  Knowledge has shuttered opportunity, slammed doors and killed dreams.

When we know, or everyone around us knows, something won’t work, we don’t try. When we know we’re not good enough or smart enough or rich enough or poor enough, we give up before we start.

Compassion dies and conflict flourishes when knowledge is used to judge others who have chosen to live or act differently than what we know (believe) to be right.

When we know young people are lazy and old people have lost their usefulness, we lose the opportunity to see our world from a new perspective and perhaps, in the process, gain new insight and new ideas.

A long time ago, we knew that the sun revolved around the earth, bloodletting with leeches was an effective medical practice, that a woman’s place was in the home and that smoking was cool.

Knowledge is fluid.  Recognize, value and respect the knowledge, experience and wisdom you have, but don’t stop pushing against boundaries of that knowledge.

 

Filed Under: Personal Development, Uncategorized Tagged With: ,

Five Traits of Effective Coaches

May 1, 2013 By Leave a Comment

Leaders wear a lot of hats. Leaders of teams are responsible for the overall performance of the team. One of the hats that strong leaders wear is the coaching hat.

Effective coaching benefits both the leader and their team members.  Teams that perform to standard are much more likely to achieve their goals.  That makes the entire team look good.  Coaching team members to develop new skills and take on additional responsibility provides opportunities for career advancement. That’s a positive for the team member and for the leader, as some tasks can be delegated to others.

Here are five traits that effective coaches / leaders share. They are:

1.    Tough, but fair

You know what the performance expectations are and you need your team to meet those expectations.  Coaches who are too nice, who are afraid to identify when expectations are not being met, won’t see the results they need.  Push your team to do well, but in such a way that recognizes individual strengths and weaknesses.

2.    Respectful

Don’t bring down anyone’s self-esteem.  Focus on self-development and improvement, not on punishment.

3.    Coach Everyone

Don’t just focus on under-performers.  Help all team members become better at what they do.  Coach high performers to learn new, career development skills.

4.    Find Time for Fun

People learn better when they are having fun.  Ask the question “What can I do to make routine, dull tasks less boring, especially during the learning process?”

5.    Consistent

Consistency gives team members a sense of certainty. They know what is expected of them and they know those expectations won’t change depending on whether their coach is having a good day or a bad day.

When you think back on some of the best coaches / leaders you’ve had, what are some traits they demonstrated? 

Filed Under: Employee Engagement, Leadership Tagged With: , , , ,

Do You Know Your Service Delivery Cracks?

April 29, 2013 By Leave a Comment

Service delivery cracks are those areas in a business where customer expectations fall between the cracks.

Every business has them.  It’s important to know what yours are so steps can be taken to fill in the crack or at the very least, reduce the size of the service delivery crack.

For example, some hotels have only one person working at the front desk.  After regular hours, that means the front desk agent is also the housekeeping and maintenance departments.  At some point, during an eight hour shift, the front desk will be unattended.

When a guest arrives at a hotel, the expectation is that there will be someone at the front desk to greet them and check them in.  When a guest arrives to an empty lobby, their expectation is now unmet.  That is a service delivery crack.

Let’s look at two very different ways this service delivery crack can play out.

Scenario 1:

A guest walks into a hotel after a long day of travel.  There is nobody around.  The guest looks for a bell to ring on the front desk.  Nothing.  The guest looks into the breakfast area, walks down the hall, looking for any sign of life.  Nothing. Because it’s late and the guest has a confirmed reservation, she waits. Someone has to come back eventually, right? After a very long six minutes, she notices someone coming down the hall.  The person is in uniform, notices she is there and walks over to the desk.  She goes behind the desk and asks “Name?” The guest provides her name; the agent checks her in, gives her the key and says “You are on the second floor.”  The guest takes her key, drags half her luggage up the stairs and then comes back for the last of it.  The lobby is again unattended; that means the last of her luggage was also unattended.

Scenario 2:

A guest walks into a hotel after a long day of travel. There is nobody around.  The guest notices a sign on the front desk that says “I’m sorry I wasn’t here to welcome you personally.  I’ve stepped away from the desk to assist another guest and will be back shortly.  Please have a seat in the lobby and help yourself to a complimentary cookie.”  The guest sits down and in about six minutes, she notices someone coming down the hall.  The person in uniform notices she is there, and with a friendly smile, says “I’m so sorry to keep you waiting.  I imagine you are ready to get into your room.”  She goes behind the desk, asks for the guest’s name, confirms the details of her stay, gives her the keys and says “Your room is on the second floor.  I see you have quite a bit of luggage.  Let me help you get it to your room.”

In both cases, the lobby was empty when the guest arrived.  Both hotels have the same service delivery crack, but the hotel in the second scenario took steps to reduce the customer’s disappointment.

Take a look at your business from the customer’s point of view and ask yourself the following questions:

  1. What are your customer’s expectations? How long do they expect to wait to be seated, to be greeted or for their food to be served? What type of information do they expect to be available for them?
  2. Where could those expectations be unmet?  If someone calls in sick, how will that impact the customer? Will it take longer for the food to be served or the room to be cleaned?  Will the line up at the till or the information booth be longer?
  3. What can you do to minimize or turn-around that negative moment? Do you let your customers know up front, before they sit down and get comfortable that a favourite item is not available or that the service time may be a little longer than usual today? Do you know what items, if any, you can offer as an alternative?  If you are not able to provide the product or service, do you know who can?

Service delivery cracks, service breakdowns happen.  Spend some time upfront identifying where a customer breakdown could occur and then develop a plan on how to minimize the negative impact.

Your customers don’t care why the service breakdown happened. They don’t want excuses; they want alternatives.  They want you recognize their disappointment and take steps to reduce that disappointment where possible.

Your thoughts?

Filed Under: Customer Service, Uncategorized Tagged With: , , ,

Four Ways to Improve Employee Morale

April 26, 2013 By 3 Comments

Straight-forward and consist communication by management to their team members improves employee morale.  Employees feel appreciated and valued when:

1.       They are kept in the loop.  When you keep your employees in the dark, rumours start.  If there is some information you can’t share, share what you can and let them know more information is coming.  Invite them to come to you with questions and concerns.
2.       They are asked to provide input and ideas.  Employees know way more than they are given credit for.  Great ideas don’t need an office or a title.  Don’t wait for them to come to you with their ideas. Go to them and ask.
3.       They are listened to.  Don’t ask them for ideas if you have no intention of listening to them.
4.       Their suggestions are acted upon.  No, you may not be able to act on all of them but there are bound to be some you can implement.  For the ideas that won’t work, explain why. 

Filed Under: Employee Engagement, Feel Good Friday, Leadership Tagged With: , , ,
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