I recently went into a store to pick up an order for someone else. When I arrived, I asked for the supervisor of that department by name. She was gone for the day, so a teenager tried to assist me and I proceeded to ask for the order by name and then by description.
The teen was was unaware of the order and asked her two coworkers for help. (Both of them were in their late 50’s.)
Her coworkers just shrugged, said they didn’t know anything and walked away.
So the teenager looked everywhere she could think of, and then asked one of her coworkers for help again.
The elder woman snapped at her and walked away again.
It takes courage to learn from people who think differently. (more…)
Ever since I read the book Good to Great this quote by former Pitney Bowes Executive Fred Purdue has resonated with me…
“My job is to turn over rocks and look at the squiggly things, even if what you see can scare the h_ll out of you.”
My definition of a squiggly thing is this: Anything that is breaking down people, relationships, organizations, processes, systems and/or results.
This is the second post in a three part series about customer service. The first post asked the question, “Can great customer service be taught to anyone?”
This post examines the need for people at every level of an organization to share a vision and view each other as their customer:
- Have you ever needed something from a co-worker in order to do your job but encountered red-tape or bad attitudes?
- Have you ever gone in search of answers about data that was required for a critical report only to be passed from person to person and from department to department, finding that no one would provide a straight answer let alone take ownership?
- Have you ever sat through a meeting where it was more important to point fingers and place blame than it was to look for solutions?
- Has your organization ever laid anyone off because it wasn’t generating enough revenue, and you know that you know, that you know; that the biggest challenges they are facing weren’t created “out there” it was created by the silos, politics and turf wars within the organization?
I’m currently reading John Maxwell’s new book, The 15 Invaluable Laws of Growth. One of those laws is: “Growth doesn’t just happen.”
One of the points that John makes is that you have to be intentional and willing to invest in your growth. (With both your time and with your finances.) He tells a story of wanting to take an expensive leadership development course early in his career and having to save for months in order to do so.
His point reminded me of something a former employee said to me years after we worked together. He said that he has never worked for anyone else that has been so invested growing themselves and others. The beauty of the comment is that even when the budget for training dried up and blew away, the people I served still received great training.
Below are five tips for fueling your fire and theirs on a really tight budget…