Being a manager is easy; so says many hourly employees. “They get to sit in their offices and boss us around”. “They get the big bucks for doing nothing”. “What does he know about my job?” Seems like you need to improve your management communication skills.
I disagree with these statements except the last one. Many in management believe they know better than the “line” employees that actually do the job each day. Just because one has risen to the ranks of management doesn’t mean they are competent in each discipline that make up their areas of responsibility.
So how does a one effectively manage a team of employees when he/she doesn’t fully understand the nuances of each position? Is it more than just delegation of tasks or a complete strategy to improve overall communication? I say it’s the latter.
Here are 5 strategies managers should use to enhance and improve their communication skills. (more…)
By now most of us have seen the viral video of MSNBC host Lawrence O’Donnell become totally unhinged because of some studio noise and talking in his ear piece while hosting his TV show live on air. As soon as his “spot” was over and the camera shifted to another video clip or commercial O’Donnell became increasingly angry to the point of lunacy and berated his staff for their failure to fix the issue. It’s called the Lawrence O’Donnell Effect.
You can view his complete meltdown on YouTube but be aware, his language is profane and not suitable for many people.
Now, this post is not to compound Mr. O’Donnell’s troubles but I do have one question for him:
How can he, or anyone else, expect his/her employees to enjoy working for someone who cannot control his emotions and scolds his staff in the manner he did?
What about employee morale? What about creating a positive work environment? What about treating your employees fairly and professionally? I guess O’Donnell never got that memo…
Here Are 16 Sure-Fire Ways to Create a Work Environment Where Employees Are Happy And Willingly Produce The Results Any Company Desires
1. Provide Your Employees The Tools To Do Their Job
Seems so simple but so many fail on this basic premise.
2. Give Them The Day Off
Remember that your employees need family time, time off to tend to personal needs and may not wish to work day and night as management may. Priorities vary greatly from person to person.
3. Have Realistic Employee Expectations
Not all are driven or have a burning desire to climb the corporate ladder or to be a leader. Provide (more…)
The best companies don’t hire sales employees and put them at a desk to “sell”. The new “sales department” employees must first understand the overall company mission and processes by which the mission is achieved.
I believe that…
The best sales people are those that have actually done the job and come from the rank and file employees that make, service or deliver the products. They are the backbone of any company and the ones to deliver the dream presented by the sales team.
10 Keys to a Better Sales & Marketing Team
1. Understand Your Goals
It is much easier to promote/market/sell your business and its products and services when there is a clear understanding of what you can actually provide and how your product can benefit the customer.
2. Feedback From Your Customers
Proper feedback will help determine what they desire and provide a measure of satisfaction and adherence to product specifications, capabilities and performance.
3. Marketing is Like the Bait on the Fisherman’s Hook.
That’s only the advertisement and the beginning of the journey. The good fisherman is the customer service/support team and will quickly know if the marketing (bait) is successful. But he still must “sink the hook” and make the sale later.
How do you expect to sell “the right” product or service to (more…)
Ah, the ever-present argument about the proper training of your employees…well, you’ll get no argument from me. Training is the key to a well-motivated, knowledgeable and efficient staff. But is THAT all what’s needed, just training?
Here are some benefits of training:
- Training bolsters employee confidence which is then noticed by the customers = perceived better service = more $$$
- Training can identify areas where revenue is “left on the table” and not captured.
- A well trained staff allows management to focus on other aspects of the business and not micromanage the staff
Throughout my years in the hospitality industry I’ve sat through more “service culture” and customer service training sessions than I care to remember.
We discussed how to create a memorable experience for the customer (guest), how to empathize, how to diffuse an irate customer and when to offer compensation for poor service. We spoke about the customer’s expectations and how to match and exceed them. Another well-worn topic is employee morale and how important it is and its direct correlation to the service provided. All worthwhile topics.
But, we rarely spoke about the “elephant” in the room…
I once had a boss tell me, “you need to do more training, then they’ll get better. We’ll just fire those that don’t improve, it’s simple!” Great attitude boss…wonder why service is poor! (more…)
Location, location, location. Is that all you need for a successful business? I doubt it. You need to use these 9 business building hacks today. Maybe there’s more to it than just location…
Understand Who is The Most Important
The needs of the customer must always come before your own. They are the foundation of your business, any business. Forget the customer at your peril.
Hire For Personality First, Teach The Skills Second
In today’s “customer experience” world, you must have employees with an abundance of soft skills. You can always train for “hard skills”; specific knowledge of a software program, mechanical prowess or understanding of the law and corporate policy.
But, team building, empathy, self motivation, time management, communication skills and plain old common sense must be inherent in those you hire.
Don’t Put Short-Term Profits Ahead of a Long-Term Goal
Building a solid foundation for long term success is easier said than done but what other choice do you have? You didn’t start your business only to have it end in failure 3 years later and (more…)
When you take unacceptable risk, you have to be prepared to face the consequence. – Carly Fiorina, past CEO of Hewlett Packard, presidential candidate 2016.
Being ready isn’t enough; you have to be prepared for a promotion or any other significant change – Pat Riley, Hall of Fame basketball coach, named one of the 10 Greatest Coaches in the NBA history.
Hope is an expensive commodity. It makes better sense to be prepared. – Thucydides, 5th century Greek historian.
Why do I start this article off with these quotes? To show the importance of preparation and how it doesn’t matter what industry or place in time you are in;
I stopped by my local bagel store last weekend and wasn’t expecting to see there was already a line of patrons inside. They looked as hungry as I was. But something wasn’t right. The line didn’t move, there was a constant murmur from the people and the workers seemed stressed.
What’s going on?
It was the attitude I disliked the most. Why do they feel this way? Where did they get their lack of thoughtfulness? Why don’t they care about the customer? These kids have no work ethic anymore, I just don’t understand…
Those in a position to hire face it every day. Potential employees who in years past wouldn’t receive the time of day from a hiring manager now line up and “expect” a coveted customer-facing position at your company. Do they deserve it? What have they done to make you believe your customer would be better off with him or her assisting in the sale? Should you give him a chance?
We will see later how important this decision will become. (more…)
Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.
But as time passes many forget their original stated intent and lean more toward reducing payroll, lowering operational/product costs and finally to increasing profit as their primary goal.
Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Whether a best-selling author, keynote speaker, top sales trainer or customer service guru they were gracious enough to share their view on this one (1) question:
As an organization gets larger there is a tendency for the mindset to change from “the customer comes first” to “higher profits and lower payroll first”. What are the causes of this change and how do you keep this from happening?
Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?
According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. In other words:
What does your business do to measure the customer experience and satisfaction?
Sure, there are many companies that can assist you with their “time tested” product and strategies that measure customer engagement. They will recommend countless ways to overcome any negative impact. But there is a quicker, cheaper and in my opinion much better way to measure the customer experience.
Pretend to be your own customer every once and awhile.
Stop looking at your flow charts or profit & loss statements. They don’t tell you what or where the issues are, only the revenue lost because of your mistakes.
Get out of your office and (more…)
Big Frankie comes into your restaurant. You know the type, big guy, hands like a baseball mitt, a loud voice and brags about almost everything. Big Frankie is always the star of the show wherever he goes and wants you to know it.
Tonight he comes in with a few of his buddies. It’s show time…
You greet Frankie and his friends at the door and, since he’s a regular, he calls you by your name. So far so good, hey Big Frankie’s a cool guy. Frankie is trying to impress the boys so he wants to order for them all. When one of his buddies didn’t like what Frankie ordered he asks you “hey Steve, what do you recommend?”
First sign of trouble, but you’ve got this. You know just what to recommend to one of your new buddies. You make what seems to be a great suggestion,
I’m not that crazy with that dish either. I highly recommend the 28oz porterhouse steak.
It melts in your mouth and is my favorite thing that we make; you can’t go wrong with a Porterhouse”. You even recommend your favorite bottle of red wine to go with it.
You just made Big Frankie’s friend very happy. He says, “That sounds great Steve; I’ll take the steak and bring us a couple bottles of that wine you mentioned, thanks man”. Score, you walk away thinking you did a great job and all is well. You can count your big tip already…but Big Frankie is not happy. (more…)