Maybe it’s not the employee that needs to be corrected; but the policy?

When I sent a message to the bus company this past summer about a somewhat racist remark the driver made over the P.A. system I refused to give any information that would lead back to who was the driver. When I was dealing with the Ivory Tower folks at TD Bank recently I did not give names about my nightmares but chose to talk about the experiences – the bad experiences. And if higher ups at CVS see my post about an employee texting DURING my transaction yesterday I will not give that employee’s name. Yes, I’m an advocate of employees. Yes, I think employees are often not treated fairly and are not utilized in the manner that would best move the entire organization forward. I even told the folks I was communicating with that they would not get names because discipline is too often used before learning/training/policy review. I was …

The movie Unstoppable. A great lesson in employee engagement.

If you haven’t seen the movie Unstoppable you might not want to read this post yet. If you have seen it or are not going to see it keep reading. My favorite part of the movie was at the very end……. when they told you that the Corporate Jerk lost his job to the woman who really understood train operations. I also couldn’t help but laugh at the apparent CEO’s golf game being interrupted as tragedy was about to happen at his company. This is the stuff that employees assume is happening anyway; why not have some fun with it? This is the stuff that decreases employee engagement and makes for a lousy employee experience. Leaders often forget that those running their business know more about the day-to-day of what is working and what is not. Unstoppable had a little bit of fun with that one. Let’s not include vital people in making decisions; by vital …

Your brother in law is dead. Or is it the dog? Or is it an employee?

My sister calls me last night and tells me she just ran into a friend of mine. That friend had just gotten a call that her brother-in-law died. I called a friend of mine to tell him that Maggie’s husband’s brother died. Maggie sends me a text message shortly thereafter saying her sister’s friend’s dog died. I was confused. I send Maggie a text saying my sister thinks that your brother-in-law is dead cuz that is what you told her? Who is dead? TIME OUT………..PICK UP THE PHONE RICH!!!! So here’s what happened………… Maggie’s sister was on the phone with a friend. That friend had just found her dog dead. Maggie’s sisters son picked up the phone in another room, heard part of the conversation and interpreted it as his uncle had died. Now this is where I get lost. Somehow Maggie’s sister’s son let Maggie’s husband know his brother-in-law had died. …

Want to know how to reach Company Executives? Tweet about their crappy product/service!

Beyond annoyed with my new bank (see my earlier post) and tired of dealing with clueless telephone reps and “store” employees who seemed perfectly fine with not dealing with my issues, I did what any sane person would do……………… No I didn’t blow up the bank; although that did seem like a great idea. I did something even better. I tweeted my frustration about my level of inconvenience that just kept getting worse. Well, not only was someone at TD Bank monitoring the tweets, but I got a call from the Big Head Bank Boy in CT (he had some other ridiculous title that was supposed to impress me or describe what he did yet made no sense to me; they really do need a RECESSitation Pack and immediately get to the Engagement Recess to get rid of that crap.) Titles don’t impress. Actions do. Now he couldn’t fix my problems; he didn’t need to. I’ve been assured …

Hey BIG COMPANIES, Why should I complete your survey/feeback form?

Last month I leased a new Subaru. My experience was great – from the time I called the dealership with my wishes until the salesperson called me back two days later to tell me he had the car I wanted, on his lot, and I could drive home with it tomorrow (that day had I been available). I drove there the next morning. The car was waiting for me to test drive and a few hours later (they needed to install the blue tooth) I was on my way home. Yesterday a survey from Subaru Inc. arrived in the mail. 4 pages long of question after question. Do big companies not get it? Hotels ask me to take a 10 – 15 minute survey after my experience and give me nothing. How about some extra rewards points? A 10% savings on a future stay? A cocktail on my next visit to one of your …

A great story of kindness. A great employee experience

As we enter the holidays I am always reminded of this story my friend shared with me about an employee experience not to be forgotten…………… She’s a very famous celebrity. She’s funny. She’s articulate. And apparently she’s got a heart of gold. She walked in to an art supply shop in this small craft village. She was looking for paints and other supplies. She asked the employee for recommendations. She asked the employee what he would buy. The employee made his recommendations. “Well I would buy these and these and these. I would definitely buy these if I could afford them.’ She made her purchases. He asked her if she would like them gift wrapped. She said sure. She paid. He handed her the package. She handed it back to him and said “Merry Christmas.” Happy Holidays my friends. As you shop until you drop, think about doing something fun, cool …

Better Employee Experience; More Engaged Employee: Teach Employees to act like Entrepreneurs

My friend is a manager. He has about one hundred people employed under him. My friend has people to do things for him. He is a delegator. I am an entrepreneur. I AM my staff (other than the virtual people who do work for me when it comes to marketing, website, etc.) So it only seemed appropriate that when my bathroom sink sprung a leak the other day my friend told me to call a plumber.  Instead I drove down the mountain to Home Depot, bought a $7.95 part; asked a few questions and within ten minutes when I returned home the sink was repaired. He would have waited for a plumber for how long? And paid how much? And it only seemed appropriate that when I bought new lighting for the fireplace he thought I should call an electrician. I thought I should install them myself by following the instructions in the box. (Note for future: The sconce …