Great Employee Experience: Which came first the employee, the customer, the chicken or the egg?

Unlike that chicken and egg thing this one is pretty simple.  Who came first…..the employee or the customer? The employee silly; even if you were the only employee there was no customer and no company without you. So then why do we put so much emphasis on the customer? Why not put it on the employee. After all great employees arise out of great employee experiences. And great employee experiences will almost always lead to great and fun customer experiences. So how do you make for a great employee experience: Listen to their ideas Allow for implementation of their ideas Let them manage their ideas (with your guidance and input of course) Give this a try. Watch engagement increase. Watch employee morale bloom. Watch the customer experience soar.

What’s wrong with this picture and your business!

The picture above is the Universe Dining Room on the Carnival Destiny. I was aboard the ship last week. If you’ve cruised you know that often times the dining room staff perform for their guests. It’s usually where you get to see the true personality come out. And Destiny has quite a few servers who like to seduce the ladies. But there’s something very wrong with this picture. Very wrong. Do you know what it is? Give up? We’ve become a society that spends more time trying to capture the experience rather than be a part of it. We’re more worried about taking pictures that we’ll forget about in two weeks than being in pictures taken by others. We’re more worried about telling the story to our Twitter and Facebook friends rather than being part of the story. And what does that mean to you as a business or a …

Fun places to work. Remember the Fotomat Store?

O   It’s the smallest United States Post Office (so the sign says). It’s down in Alligator Alley in Florida. It kinda reminded me of the Fotomat store. Are you old enough to remember the Fotomat store? I worked in a Fotomat store for a brief period of time; about two weeks; if that long. Being confined in a space not bigger than the picture above was enough to drive me crazy. And when the senior citizen hit the building, at 5 mph fortunately, it was more than enough to say “Outta here!” But it got me thinking about all the different places people work. They work in coffee shops, bars, hotel lobbies, parks, poolside, in traditional offices, home offices, their car, on buses, on trains, on the beach. People work above ground and below ground. I can go on and on. What’s the worst location you have worked? The best? The oddest? The most fun? The one that energized …

And the INCONVENIENCE at America’s Most Convenient(?) Bank continues

Below is a copy of an email sent to Joe Culos, SVP of Something at TD Bank Dear Joe, Perhaps you’ll remember me. We spoke last month about all of my inconveniences and bank errors since transferring four accounts to TD Bank; my favorite being cash deposits that were held and frozen by your “back office”; the people that no one outside the back office are allowed to contact voice-to-voice. Well the stupidity and inconvenience continues. TD Bank either has the most sophisticated banking system, the most screwed-up banking system, Training and Customer Service Departments that need to get their act together or people who are just worried about volume and numbers; and not customers. I’ll let you choose the scripted answer. But since you’re the Sr. VP of I Might Actually Have A Clue of What is Going On I am now turning to you. I have a simple …

Reason for Refund: We Suck!

My last two attempts to get a package delivered overnight via the United States Postal Service were unsuccessful. They never got to the recipient the next day. Fortunately in both cases it wasn’t the end of the world. This morning I went to get a refund for one of those packages. The clerk was doing something on the computer and talking out loud when he apparently came to the “Reason for Refund” field on his screen.  “We suck!” were the words that came out of his mouth. I laughed. And thought true, yes you guys do suck. But then I  thought…………. Imagine if “WE SUCK” was an option. Imagine if the employee chose that option. Imagine if someone up the USPS food chain read that option. Imagine if employees were given that option as a way to express their frustration with poor service by their employer; about being the ones on the front lines who have to …

Please take a Recess from that type of thinking (and talk)!

Yesterday I called to make an appointment for my mother to see a new doctor. The first question was what was her insurance. The next comment was we don’t accept that.  I get calls regularly from organizations wanting to hire me to fire up their team/group/association; to get them thinking about creating a fun thriving working or meeting environment. The number of calls that start out with “I know you probably cost a lot but we have no budget or a very small budget.” I was just forwarded a copy of an email from an incoming Governor to State Employees. Today was this Governor’s Inauguration. The first communication out of the Governor’s Office is I’m looking forward to working with you; although there will be sacrifices. And this to me is what is wrong with our world. Too many conversations start out with why things won’t work or what we don’t have. We need …

My three step employee policy manual

Hey Kids! 2011 came and went. Happy New Year! So how are those resolutions going for ya? I still think the whole resolution thing is pointless and just a setup for failure. My reason: Most people are going to take the same approach they took every other time they failed. It’s like people who follow any diet plan. They tell you the diet “works” and that’s why they’re doing it again. My response is “Why are you still fat if the diet worked?” The diet did NOT work if you couldn’t figure out how to make it work in a way that involved long term weight loss. But go ahead; have a ball again this year; doing it the same way. Last night I was watching Jay Leno interview Ron Howard. Now for those of you reading this who are members of Toastmasters, you would have had a field day …