If the next person who calls your work phone or who comes to the counter or sends you an email asking for assistance turns out to be a close friend, you’d be anxious to help. If you could make things easier for them, you would. If you couldn’t help in the way they wanted, you’d try to find an option.
That concept is the idea behind the Shane Company’s slogan, “Now you have a friend in the diamond business.” It proved to be so catchy that many other businesses have adapted it. It also would be a great way for us to advertise ourselves and to keep as our approach when we communicate with internal and external customers and clients.
That slogan popped into my head last week when I was talking to a receptionist I have dealt with many times and who has always been unsmiling and flatly monotone to the point of sounding unwelcoming. On my last visit to that office she was looking up my information on her computer and had not smiled, responded to my smile or acted approachable to me or any other client. Suddenly she looked up and gave me blinding smile that transformed her face and I thought, “Wow, that’s more like it!”
That’s when I realized one of her coworkers had walked up behind me. The smile was for her friend, not for me as a client. As I walked away while she was talking in an animated and warm way to her friend, I thought of how different she sounded and how much better she would represent her organization if she showed just half that caring to customers and clients. Even more importantly, I thought about how nice it would be to feel that instead of being greeted by an automaton I was greeted at the front desk by a friend.
Try taking that approach at work and see how differently you treat people and how differently they respond. Notice how much you want to put them at ease and assure them that they will be helped; how anxious you are to do their projects correctly; how you give them the benefit of the doubt if they are a bit difficult to deal with; how you make everything as easy for them as possible. Projecting the spirit of a friend who wants to help has a tremendous impact on others and gets much more positive results.
Treat customers or clients as if they have a friend in your business–you!
November 5th, 2011
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Life and Work, Service to Customers, Clients and Coworkers |
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“Gadhafi is history” a Libyan official said, when announcing on October 20th, 2011, that Muammar Muhammad Abu Minyar al-Gaddafi (commonly known as Moammar Gadhafi) had been killed by Libyan rebels. It is the end of a cruel, violent and utterly repressive dictatorship that started in 1969 with a military coup that was, at the time, welcomed by many.
Several years ago I wrote about Ozymandias of Egypt, one of Percy Bysshe Shelley’s most well-known works. That poem speaks poignantly of how most of what we think of as impressive in our lives and the lives of others is taken away by time, until finally nothing much remains. It is a reminder to us to touch as many lives as possible in a positive way every day, as our small way to ensure that some part of our spirit remains forever. I don’t think that is a selfish goal–and it will help us stayed focused on what really matters. In Shelley’s poem he describes Ozymandias as having a ”…heart that fed.” Ozymandias had a heart that consumed rather than contributed. You and I want to be contributors.
Moammar Gadhafi, so it has been said, often referred to himself as “The King of Kings.” I think the title was taken already, so that makes it even a bit more presumptious of him! However, during his lifetime there were many who lined the streets when he drove past and shouted his praises as if he deserved them. (A lesson for us there, as well!)
With Gadhafi’s self-given royal title in mind, I was particularly anxious to re-read Shelley’s poem. Take the time to read it, almost as if it is standard text, so you can fully appreciate the message.
Ozymandias of Egypt
I met a traveller from an antique land
Who said: “Two vast and trunkless legs of stone
Stand in the desert. Near them on the sand,
Half sunk, a shattered visage lies, whose frown
And wrinkled lip and sneer of cold command
Tell that its sculptor well those passions read
Which yet survive, stamped on these lifeless things,
The hand that mocked them and the heart that fed.
And on the pedestal these words appear:
`My name is Ozymandias, King of Kings:
Look on my works, ye mighty, and despair!’
Nothing beside remains. Round the decay
Of that colossal wreck, boundless and bare,
The lone and level sands stretch far away.
At some point, all of us are history. We have no control over that. But we can control a good part of the present and in so doing make a difference in how we are remembered and how much we will have enriched the lives of our loved ones, friends and even chance acquaintances.
Stop for a moment and listen to the sound of the wind whistling around the fallen statue of Ozymandias. Watch as the sand swirls and shifts from there to the death site of Moammar Gadhafi. Then, do something very, very good with your life today!
October 20th, 2011
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Keeping On!, Life and Work, Personal and Professional Development, Service to Customers, Clients and Coworkers |
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When an employee is rude and unpleasant to a coworker, who should confront it–the coworker or the manager?
The answer to that question can be found through a few other questions:
1. Does the coworker lack the authority to require different behavior? If he or she can’t require courtesy, it may ultimately be up to the manager to require it.
2. Has this employee acted discourteously often before? If so, having a coworker confront the behavior probably won’t make a difference.
3. Is there a chance the rude employee might do similar things to other coworkers at another time? If so, the manager certainly should want to stop it.
4. Might the behavior affect the willingness of others to want to work with that employee or ask for assistance in the future? The workplace is the supervisor or manager’s responsibility.
5. If the employee used a similar tone or acted in a similar way with clients, would that be a problem? If it would be, the manager or supervisor should be very concerned about that potential.
If the answer to any of those is “Yes”, the manager should investigate. If the behavior was inappropriate the employee should be told so, why it was inappropriate, and what should have happened instead. Then, the manager should ask for a commitment from the employee to act differently in the future. There probably is a need for longer-term observation and development about effective behavior.
You or someone you know? You may know supervisors who push coworker disputes back onto the complaining employee. They probably justify their actions by saying that employees need to learn to deal with their own conflicts.
The problem with that approach is, some employees do not have the confidence or skill to deal with personal conflicts effectively. So, while one employee may stand up and stop the rude behavior, others are distracted and upset and avoid working around the rude person. Even employees who are willing to confront the behavior may do so by responding in a similar manner, which makes things miserable for everyone–and doesn’t keep the behavior from happening again.
Think about this as well: If an employee can’t be trusted to be consistently courteous and helpful to team members, how can they be trusted to be courteous and helpful to those outside your team?
Fulfill your role as a supervisor, manager and leader: If you become aware of rude, discourteous, unpleasant, insensitive, or inappropriate behavior in your workplace, use it as a chance to develop people and the team. Talk to the employee who acted unpleasantly and find out what was behind the behavior. Make sure the employee knows it can’t happen again and knows what he or she should do instead. Then, bring the team back together by keeping them focused on work and by commending the good work that is being done.
You will find much less bickering and upset when everyone knows you expect people to behave courteously, professionally and in a way that encourages cooperation and effectiveness–and that you will deal with it immediately if you become aware of a problem.
A bonus question to add to the five above:
6. Who is ultimately responsible for the effectiveness and well-being of the workplace–employees or the manager? You know the answer to that one!
October 2nd, 2011
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Personal and Professional Development, Service to Customers, Clients and Coworkers, Supervision and Management |
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Summer is over for many and Winter isn’t here yet. September and October is often a Limbo time. It’s too soon for major holiday planning but you can feel the approach of the end of the calendar year. Summer vacations are over but there seems to be a slow return to what will be a hectic pace to make up for it all. I’ve been sensing some lethargy in people who usually are high energy! (Maybe me, too!)
This would be a good week to make the time–schedule it-and tidy your office or work space, organize your work for the next few days and get some projects off your mind.
1. Take everything off your desk top and dust or wash items. Don’t just shuffle things around, make it look better and different when you put the items back–and don’t put all the items back. Stuff can be very distracting, both to you and to others.
2. Make a priority list of three items only. Three. Preferably three you’ve been stalling on. Do them as quickly as you can and get them out of the way. They might not be three Vital tasks or Crucial tasks, to use that concept. They could just be three tasks that you don’t want to think about anymore. Do them quickly.
3. List all of the remaining projects you must do and when they must be done; tasks you think would be good to do and when you’d like to have them started; things you really would like to get involved with and will if you possibly can sometime. The idea is to see what is hanging over your head with a vengance and what is just self-created pressure. If they’re on a list, you at least won’t forget about them completely, but you can let them rest. You may never do some of them, but you might adapt the thoughts some way.
One way to get focused is to make sure that you are being dependable for those who are expecting you to keep promises about work. After the three quick tasks, those are the tasks that need your attention.
4. Take a moment to do some introspective thinking about what is frustrating you right now that you have some control over. What are some things you can do to move yourself past that frustration? Think hopeful thoughts about the rest of this month and into the Fall and Winter. Let some anger or irritation go. Give yourself some peace of mind.
5. Survey your kingdom–or at least your cubicle, locker, patrol car, work space, or wherever you spend most of your time–and let yourself feel refreshed and recharged about it.
A man who seems very put-together told me last week that about once a month he has to stop for a moment, get things re-organized and say to himself, with a pleased sigh, “OK, that’s better. Carry on.” Make this week your time for that kind of emotionally and mentally healthy activity, then let me know how it makes you feel. Best wishes!
September 25th, 2011
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Keeping On!, Life and Work, Service to Customers, Clients and Coworkers |
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Identify someone at work who is credible and respected, at about the level of your job position, but with whom you have not communicated very much–maybe because you just haven’t felt enough of a connection to make the effort.
This week, purposely talk to that person for a few minutes. You can even tell him or her why you’re doing it: “I suddenly realized I rarely do more than nod or say hi, so I thought I’d stop for a minute.”
“Even though our jobs are different, we have some of the same customers, it seems like a good idea to do more than nod once a year!”
“The way things develop, we might be working together sometime, so I wanted to stop and say hello.”
“It seems like we hardly ever get a chance to do more than say hi, so while we have a few minutes I thought I’d better take advantage of the opportunity to see how work is going for you.”
You may find that one short conversation will last you (or them) for awhile! But, you may also discover someone who shares some of your values, seems interesting in general or who could be a good resource for you or someone else you work with, or you for them. It’s not calculated networking or aggressive friending, it’s purposeful out-reach.
You probably nod to a dozen people a day who you have never really gotten to know. They don’t know you either. Sometime in the next two or three days–don’t wait longer–make it a point to do more than nod.
August 20th, 2011
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Life and Work, Personal and Professional Development, Service to Customers, Clients and Coworkers |
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Quite A Change!
My Arkansas City, Kansas High School friend, Geoffrey Adams, is now Jeff Adams, Ph.D. and the senior pastor of a very large urban church in Kansas City/Raytown, Missouri. Here is how they describe themselves on their website:
…you’ll quickly see that we don’t look like a typical Midwestern church. We are a multi-cultural, multi-generational congregation. Our church family consists of members of all ages from over 30 countries. Over 35 languages are spoken within our walls, including Spanish, Mandarin, French, Korean, and Swahili.
When the church was founded in the late 1940′s, Kansas City Baptist Temple sounded just fine. Pastor Adams speaks with respect and appreciation about the foundation that was established then and that has been maintained for decades through the commitment of members, pastoral teams and staff. But, in recent years the members and pastors felt the name was not effectively describing the message of the church to those they wanted to reach.
At first they took the Kentucky Fried Chicken to KFC approach. Most members said KCBT and hoped no one would ask them to explain what kind of Baptists they were and why Baptists would have a temple, especially one that didn’t look anything like a temple. Finally they decided it was time to develop a new name that would take the emphasis off the description of a building and put it on their faith and what they felt it had to offer to others. Thus, Graceway.
I think the congregation will see their membership–and a resulting positive impact in the lives of members–grow dramatically over the next next year, as the new name allows them to be viewed differently by those who drive by or read or hear about them. It’s not that the message of the church has changed, it’s that a potential barrier has been removed and replaced with an open door.
What Barriers Keep People From Knowing The Real you?
In June I wrote an article about how we change and improve over time, especially in our knowledge and skills at work. I was inspired by watching the first Tron then the new one. I heard from many people who could relate to the concept. It may be, however, that there are barriers preventing coworkers, colleagues and others from seeing you as you really are, even when you know you have improved. Some of the most significant:
1. Appearance: Even if it seems there is no expectation for good appearance at work (and it seems there isn’t in some workplaces), you should dress tastefully, appropriately and in a way that reflects good judgment for the work situation. Hairstyles, makeup, jewelry, fragrance and clothing choices should be an enhancement not a distraction to internal or external customers. The appearance of your workspace counts too! If anyone has ever “joked” about some aspect of your appearance, figure they were serious.
2. Conversation and Verbal Style: Habitual movements and gestures, speech patterns, tone, volume and rate of speaking, verbal habits and what you talk about most often, all can irritate, frustrate and distract people or engage them. Ask your best friend to tell you habits you have that someone might find problematic. Try to not let it hurt your feelings!
3. Results: Even though you may feel you have more to offer than others realize, they are looking for proof. If you aren’t getting positive results most of the time, living up to your promises and fulfilling the tasks you’ve been given, feeling new and improved on the inside won’t matter.
The bottom line: Make sure you’re right about what you have been contributing and what value you can offer to others and the organization. Then, identify and remove any barriers so people can get to know and appreciate the real you for the first time or all over again. If Graceway can do it after 68 years as KCBT, you can!
August 14th, 2011
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Personal and Professional Development, Service to Customers, Clients and Coworkers |
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Think Before You CC
This may seem to be my One Tune Topic for the last few months, but it seems that it cannot be emphasized enough. Consider these snippets from emails, all which were copied to several people (some not even part of the organizations involved.)
•”If you don’t have the skill to do it, at least send it to someone who knows how to do their job and stop wasting my time.”
•”Your email makes no sense at all. Rewrite please.”
•”I have tried to resolve this situation amicably only to face your nastiness time after time.”
•”I reviewed the work of you and your committee and frankly am amazed that you would consider this to be the quality I expected, especially from someone who is supposedly trained to do this kind of thing. If this is an example of your work, we need to be talking about getting you some additional training. There is no way I could list the problems in one email, so apparently I will have to take the time to meet and work on this with you. I’m available Friday afternoon but after that will be gone for two weeks, so let me know if you can meet then.”
•”Re: Your request to attend the conference. No.”
I’ve changed some details in those emails to protect the organization and those who sent the examples to me, but they are all essentially real. How would you like to be CCed on those? How would you like to be the recipients? How does it present the sender? Will any of them improve things?
What If Nothing Else Is Working?
In one of the examples above I was blind copied but several others were obviously copied. I immediately called the sender to register my dismay. She said, “Well, nothing else has worked and I figured if I embarrassed her maybe she would finally do something.”
Do you think that will happen? Even if it does, will the damage ever go away completely?
If the performance or behavior of an employee you supervise concerns you, talk to the employee directly by phone or in a personal email. No employee I’ve ever met develops a more positive approach to work as the result of being chided in a message that is copied to others. If the thing that concerns you is something that others need to be reminded of as well, handle it with a training approach for all, after you have dealt with the other employee personally.
If a coworker is the source of frustration or anger, talk to your manager or supervisor and be factual about what is concerning you. If you CC your manager in an unpleasant email you may find that both the employee and the manager resent your method of informing. That doesn’t mean you should ignore problems, it just means you should be direct not sneaky.
If you have something unpleasant or discomfiting to say to anyone, say it to them alone. Don’t wait until you are in an email “room” and bring it up. Have you noticed how brave or tough people can be when they are showing off for others!
“Look what a tough leader I am?” “Look how direct I am.” “See how I tell people where I stand?” “Notice that I don’t take anything from anyone?” “See how saintly I am compared to that other person?” Those are the underlying messages conveyed by unneeded CCs.
If you receive an awkward, embarrassing or inappropriate copied email, let the recipient know you would prefer to not be included on such things. If those who CC were told it was unnecessary or uncomfortable they would be far less likely to preen over their rough and ready approach. If you are a manager, stop such copying when you see it happening. If you are a subordinate, consider doing what one employee told me about: He wrote back directly to the manager and said, “I don’t think I was supposed to be included in that correspondence, but I want you to know that I have deleted it and won’t say anything about it.”
Whatever you do, don’t even inadvertently encourage the kind of rudeness that is the hallmark of unnecessary CCs or BCs.
The bottom line: There is a time for putting your concerns or frustrations in writing. Not all unpleasant mail is inappropriate. However, when you intend to correct someone or negatively critique their performance or behavior, think, think and think again before copying others. There may be rare times when it is needed, but most often, it is not. You and your reputation and effectiveness will be diminished in proportion to how many people you CC unnecessarily.
August 1st, 2011
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Challenging and Problematic People, Life and Work, Personal and Professional Development, Service to Customers, Clients and Coworkers, Supervision and Management |
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How Do You Look and Sound?
The concept of sounding and looking businesslike seems as though it would be appropriate for a business setting. Unfortunately, it nearly always translates to an unfriendly facial expression and a disinterested, bored or angry tone of voice.
Test it by looking in a mirror with a “businesslike” expression. See how robotic and cold you look? Hostile, even? Practice a phrase with what you consider to be a businesslike tone. Can you hear how curt and unwelcoming you sound? When there is no welcome in your voice, it doesn’t matter what the words are, you sound unpleasant.
Now, test yourself by smiling (not a grinning, just smiling) and asking, with a friendly tone, “How can I help you today?” Smile while saying, “I’m happy to be asked questions and I’ll also be happy to answer them.”
Whatever you say, say it with a sound that is encouraging and pleased to be asked for help, not discouraging and irritated that you’re being bothered. You will feel differently and sound differently. You will certainly make a better first–and lasting–impression. (This applies to your internal customers at work as well!)
July 7th, 2011
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Life and Work, Personal and Professional Development, Service to Customers, Clients and Coworkers |
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Two pages of instructions for
this new concept.
I found this article and some similar ones, in a 1934 issue of Ladies Home Companion. (Enlarge the page to read the text if you can’t do so. It’s interesting!) Thermostats on gas and electric ranges were still relatively new and many cooks resisted using them.
When my mother moved to Georgia in the 1930s, her mother-in-law (my grandmother, who I don’t remember but who, by all accounts, I would not have liked) had a two-burner propane gas range with a small oven. It was used for storing pans because she was convinced it wasn’t good for cooking, certainly not baking. Not when she could much more easily adjust the amount of coal in the tray under the coal oven.
What technology at work still requires you to call for help every few minutes?
For many people there is a tendency to resist learning anything that requires very much mental effort (I’m that way!) And, there is often resistance to trying to learn a process that is taught in a manner that is more confusing and demeaning than it is helpful. But, if there is equipment, technology or processes at work that all employees are expected to use regularly, commit to learning to do that part of your job effectively and efficiently.
It makes anyone sound ignorant, old, lazy and/or ridiculous, to hear them say, “I can barely turn on a computer, so I don’t check my email very often.” “Liiiiiiiisssssaaaaaaaaaaaaaa! Can you load the paper in the copier?” Or, “Could you help me right away??? I have to open a file in email and I’m afraid I’ll delete everything if I start messing with buttons or keys or whatever you call them.”
It’s 2011 and we’ve all gotten used to adjusting the thermostat on ovens (even the ones I consider to be completely counter-intuitive.) We no longer stand and stare with wonder as the microwave heats a cup of water. Most of us can use at least 50% of the capabilities of our phones. We’ve acquired a lot of technological saavy. We should be past expecting someone to bail us out every time we need to unjam a piece of paper, save a photo, use email, or any other routine aspect of our work. (This advice does not necessarily extend to setting the clock on your electronic equipment at home.)
June 26th, 2011
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Life and Work, Service to Customers, Clients and Coworkers, Training, Technology, Blogs, A/V etc. |
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Is Ownership Part of Your Character?
The history of an inspiring company culture: In 1946, the Wyoming Farm Bureau organized an insurance committee to see if it would be feasible to establish an automobile insurance company for its members. The idea became a reality and for 60 years there has been a great multi-line insurance and financial resource available to people in Wyoming and Montana. I have had the privilege of working with Mountain West Farm Bureau Insurance on several occasions. I was first introduced to the great team there by Cindy Romero, Vice President of Operations, in Laramie, at their handsome–even though windswept–headquarters. I’ve also enjoyed working with Jeff Suloff, Vice President of Claims.
CEO Roy Schmett, one of the other many nice MWFBI people I’ve met, speaks of the Mountain West culture with pride. It’s a culture that we would be wise to hold and represent in all we do. It includes: Honesty and Integrity, Teamwork, being Solution Driven, and the component that particularly impressed me: Ownership. Here is what Mountain West Farm Bureau Insurance says about that concept (I’ve added some italics to emphasize the parts that would be so refreshing if we found it in others and if we developed it ourselves.)
Our organization is only as successful as the people who comprise it. To be successful, we show up and go about our work without coaxing. We do what we say we will do, and we finish what we start. We accept total accountability for our behavior and never blame someone or something else for our actions or our results. We own the work we process, the problems we encounter and the relationships in which we are a part. Our fellow employees, agents, members and policy holders can always depend on us to be there for them.
Does that describe you? Every person you supervise? Your team or work group? You know you have work to do if there is a lot of talk that sounds as though people see themselves as victims of the system, the organization, customers or clients or unpleasant coworkers. Those are valid concerns, but a sense of ownership and appropriate actions are needed to find solutions.
If you drive into Laramie from I-80 you will see the Mountain West Farm Bureau Mutual Insurance company building. It’s the work home of some great people who are working to keep the culture of ownership alive and well. You and I should be doing the same thing!
June 9th, 2011
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Life and Work, Personal and Professional Development, Service to Customers, Clients and Coworkers |
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If the next person who calls your work phone or who comes to the counter or sends you an email asking for assistance turns out to be a close friend, you’d be anxious to help. If you could make things easier for them, you would. If you couldn’t help in the way they wanted, you’d try to find an option.
