My publisher sent me the UPS tracking number on Tuesday. My books were shipped to the client for an event next week. This morning I decided to see where in-transit the books are.
My house. In CT.
I am in Florida. My client is in Florida. The books are supposed to be on the way to Florida. the event is next week.
PANIC!
Okay, be honest, would you be panicking? Would you be thinking about what needs to be done? Would you be thinking about how to fix this or getting aggravated and frustrated? Would you be pointing blame or correcting a mistake? Would you be asking yourself why people can’t follow simple instructions?
Left a voice mail and an email for the publisher to get in touch with me ASAP. Called the house sitter and my neighbor to orchestrate a ”Miracle on Rich’s Street”
We’re all on information overload. We have the attention spans of cauliflower. We’ve got no time for deep conversation. We can’t sit through dinner or a movie without feeling the need to check-in, tweet or update a status rather than conversing with people or watching a story develop. This was confirmed as I watched Valentine’s Day couples last night at dinner.
All of the above is why I wrote Diary of the Happiest Employee On Earth in the format which it was written. 52 short entries, or as I like to call them….Provoking Thoughts, to get you talking and thinking. The process to read an entry and have a quick discussion on how to apply the idea to your workplace shouldn’t take more than 10 minutes. 10 minutes. That’s 10 minutes as a meeting opener. 10 minutes as a quick Recess in the afternoon. 10 minutes at any point in the day when you think the team needs a quick recharge.
Will it disrupt their workday? Remember the status update thingy? They’re already disrupted.
Have you got 10 minutes to develop happy employees, to promote great interactions with customers or to build team and camaraderie? Have you got time to answer 4 simple questions? Sure you do. Try it with a few sample entries you can find on my homepage. And if the answer is no I better get working on Tweets of the Happiest Employee on Earth.
Hmm…………………
When making an appointment with a doctor I try to get the 1st appointment in the morning or after lunch. You know why.
Today, before a long few weeks of travel, the only option I had was a 12:00 slot. I was promptly taken to the exam room. About an hour later the doctor came in.
The magazines and pamphlets in the office were boring and there were no “toys” – plastic skeletons, hearts, brains or bladders to take apart and put back together. While I waited I broke their rule of no cell phone use instead. I answered emails, tweeted, talked to some friends on Facebook, played a few games of bowling, and took the profit on a stock. Believe it or not the hour wait, which was interrupted 2X by nurses coming in to do their part (and possibly to make me feel that I was not waiting??), went by before I knew it.
As I was leaving I thanked the receptionist, Marta, for finding me a right after lunch follow-up visit and for being attentive and smiling. I let her know that the office staff is great. (Yep, it’s not the fault of the receptionist, nurse, or any other staff in the office that the doctor was running one hour late; it was the health care system’s fault.)
Marta responded, “Thanks, it’s not often I hear that” in such a sincere “I-really-needed-to-hear-that-today” voice.
I asked her if there was a customer satisfaction survey/form. I always ask for one when an employee or team of employees give me great service. I also let it rip when they don’t; like years ago letting a restaurant chain know there were 99 other restaurants I would choose first.
They didn’t have one. She replied “You could tell the doctor.”
Of course my two thoughts were “when and how?”
Maybe you don’t have money to offer raises. Maybe your organization is small or not growing fast enough to offer increased responsibility and promotion. Maybe you can’t afford to send your team to professional development. Maybe you can’t even afford to treat them to a pizza lunch every so often. But how hard is it to make some sort of satisfaction survey/form available that might be the difference between a happy employee and an unhappy one?
Why not ask one of your staff to create one?
————————-
Want to get more out of your employees? Are you ready to develop Happy Employees and create an amazing customer experience. Hold a book reading with Rich DiGirolamo.
Rich can show you how to implement the ideas presented in his book Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace into your business and start reaping the rewards of higher productivity and more engaged employees. Get in touch today.
Out and about yesterday I caught this sign at a local Walgreen’s pharmacy. I had to turn around, pull into the parking lot and take a picture. What did we do before smart phones? I don’t know about you but I would have gone into Walgreen’s and bought a disposable pocket camera.
I wonder what the criteria was? I wonder if it was based on customer service? Teamwork? Attendance? Going the extra mile? I wonder how Kimberly felt when she arrived to work and saw her name right there in downtown Waterbury, CT. I wonder what her co-workers thought? Was there a big party with cupcakes and milk to honor her? (Or leftover Christmas candy in the clearance aisle?)
In the spirit of Super Bowl Sunday and all the illegal gambling that occurred yesterday maybe they should start making some fun wagers (someone buys coffee or lunch) and guess who next month’s EOTM will be? Or who will see their name in light the most times this year? Or challenge a co-worker to the title?
To anyone who has ever been named Employee of the Month you know the glory of seeing your name in a newsletter or email; to get to use that special parking spot. But how cool would it be to see your name in lights downtown in your home town?
Congratulations Kimberly M. Whoever you are. And nice job Walgreen’s!
—————
Don’t forget Diary of the Happiest Employee on Earth is your blueprint to not only creating a great workplace but to creating a whole team of Employee of the Month contenders! Get your copy today.
Dear Prospect,
Might I remind you, it was you who called me. You inquired about my services. I met with you and/or talked with you at length regarding your needs. I followed up wtih a formal proposal like you requested – and a creative one I might add. You then blew me off. Did not return phone calls, emails or handwritten notes.
On most days my self-esteem is high. If you chose someone else who suited your needs better, had a lower price or whatever I am fine with that. If you cancelled your event or changed your mind I am cool with that too. And if you weren’t really the decision maker all you had to do was tell me that.
Why aren’t you fine with doing the right thing and responding to me?
Now Mr. Prospect, ironically I am currently in the market to use the products and services of a company just like yours. And while you personally are not my local realtor I am leaning towards competitors. My concern is your lack of professionalism and courtesy represents your nationwide network and will not MAXimize my real estate goals. My concern is that the customer service provided will be lacking as well.
And a simple response could have changed my entire outlook about your organization – especially in an industry that is flooded with good people. When I work with customer service people and teams of employees we always talk about coming up with ways to separate themselves from the pack. You my prospect, have definitely done that. But not in a good way.
Sincerely,
Someone who still believes in courtesy and respect
1984. I know some of you weren’t even born yet. But I think everyone has seen the movie Police Academy. It seems to be on TV like every other day. For those of you who are fans of the Police Academy movie (the 1st one), one of my favorite scenes is the parking lot scene. There’s an interaction between the employee, the customer and the boss that offers so much conversation:
Click here for a link to the video. I’m warning you now that there might be some language that might offend some of you.
After you’ve watched the video why not use it as a meeting ice breaker discussion. Ask yourself/your team:
- Who started the problems?
- How could it have been diffused?
- How would you, if you were the boss, have handled this?
- How would you have handled the customer?
- If you were the customer, why were you such a jerk and how could you have handled it differently.
- Come up with some great discussion questions of your own
Now of course it’s a movie and was meant to be funny, but I’m sure this stuff has happened to people, perhaps even you.
And I bet it is safe to say that Mahoney is not the author of Diary of the Happiest Employee on Earth!
I should have turned around, got on the highway, chased the driver and made him pull over. On the back of the 18-wheeler in big bold letters it read:
Our most valuable resource sits 63′ ahead
As I passed by the truck turning onto the entrance ramp of the highway I noticed “sits 10′ ahead” on the side of the trailer near the front, approaching the cab. How cool I thought. Someone actually took the “thank you to employee messages” that I talk about in Diary of the Happiest Employee on Earth and went a step beyond – or 63′ beyond - for all to see.
I should have turned back. I should have gotten a picture. I should have waved down the driver and done an interview right on the side of the highway. How cool is that, in big bold letters telling an employee doing their job that they are the most valuable resource…and each day thousands of people get to see that! That’s right customer, you’re not #1; our employee is.
But Mr. Customer, I’ll bet this employee is proud and happy and you’ll reap those benefits. And on doing some research I find that Crete Carrier is one of the highest paying carriers with high marks from employees and a high customer experience.
It’s just another example of why I came up with R+EE+CE=$$ and why we are hearing more and more about companies realizing it is time to put the employee first if they want satisfied customers. And by putting them first I mean doing things not talking about it! If this ain’t an example of putting your words to action I don’t know what is.
Now I have contacted people from the company to see if I could get a picture. I’ve even done a Google Search to find one. None around. The company rep did say he would send me one when the truck is back in the yard. Personally I hope that truck never ends up back in the yard long enough for pictures.
Brilliant employee experience idea. Brilliant marketing idea. Brilliant recruitment idea. Brilliant customer experience ideas. Congratulations Crete Carrier…..you’re brilliant!
UPDATE Janaury 26, 2012: Well it seems that the folks at Crete Carrier were watching Social Media feeds. And I made some new friends in the trucking world.
My new friend Jodi sent me this. This is the truck Jodi drives. Now it’s not the truck I saw (company reps promise me that one is coming), but it delivers the same message. Way to go Jodi!
Crete Carrier Driver Jodi Judson drives this!
And my new friend John Lawrence sent me a link to a very similar one. You can check that out by clicking here.
John and Jodi, if you’re ever resting at the Southington CT TA make sure I know you’re in town. Coffee is on me.
I’m writing this as I sit here at the Subaru dealer waiting for my car to be repaired. Seems two recalls that “could cause a fire” (and kill me?) were identified and that would just suck and not make for a very fun day.
The waiting area is comfortable. It is clean. There’s plenty to read. There’s free coffee. There’s a giant flat screen TV. But something is missing.
My salesperson.
I know he’s here. I heard them call his name. Wouldn’t it be cool if the service department let the guy who sold me the car know I was here? Imagine if the service department employees provided a report with appointments made for his customers. I’m sure his name is somewhere in my records. Imagine if he came over to say hi or Happy New Year. And if he’s not here, imagine if someone from the sales team just came over to say hi? How would that make me feel? What would that do for customer loyalty or the customer experience?
I have seen two other people get up and walk over to the sales area to say hello to people. I presume the person who sold them the car. But why does it have to be that way?
Too bad there is a line between sales and service in so many businesses; especially when it is referred to as Sales AND Service.
————–
Want to get more out of your employees? Are you ready to develop Happy Employees and create an amazing customer experience. Rich DiGirolamo can show you how to implement the ideas presented in his book Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace into your business and start reaping the rewards of higher productivity and more engaged employees. Get in touch today.
Most customers suffer when a company has too many rules and policies in place. Employees are afraid to be original, different or stand out for fear of having their hands slapped or worse. Often times the few who ignore the rules make the most memorable impressions on customers; and often times keep them coming back.
I’ve never been excited by an airline, a bank, a big box retailer, etc. They all will always have a deal or special that entices. But I will go back to the place where one employee made me smile or makes me feel like a rock star when I walk in the door.
The challenge is allowing your employees to bring their true self to work. The first place to start looking how to make this happen is your policy manual.
Visiting family yesterday I picked up the Sunday comics (they actually still get the newspaper delivered to their home while I read/scan USA Today on my phone while under the covers in the morning).
The comic strip Blondie gave me a good chuckle. It was a spoof on New Year’s Resolutions. All the characters were running around declaring their resolutions to one another. The last panel of the strip has Dagwood commenting how these are the same resolutions people made in previous years.
How true!
How many times have you told others:
- “I’m gonna save more money this year”
- “I’m going to be nicer this year”
- “I’m going to get healthier this year”
- “I’m going to quit smoking this year”
- “I’m going to be more charitable this year”
- “I’m gonna lose that weight this year”
I could add to the list but you get it.
So here’s one action you can take that might accomplish many of your resolutions (pay attention multitaskers and overachievers!):
Make one less stop each week to buy that overpriced uber-calorie coffee drink or deadly pack of cigarettes. Now take half that money and put it in a jar. The other half donate to a charity. Yes, there are charities who appreciate a $2 donation; such as The Double D Diner: The World’s Only Virtual Diner Fighting Hunger.
Think about it. You won’t have to get up at 4:30AM every day to get to the gym. You won’t have to live on salad. You won’t experience complete nicotine withdrawal which causes you to become so cranky you are barking at everyone.
Take this one small step and you’re done. Saved money. You’re nicer. You’re on the road to being healthier, quitting smoking, losing weight and being more charitable. All by making one less purchase each week.
Now how’s that for achieving your New Year’s Resolution?
And think how many people will look forward to seeing you December 31, 2012 and seeing the transformed you; versus having to listen to you tell us that 2013 is going to be the year.
Happy New Year. Now get to work.
—–
RICH DIGIROLAMO, founder Recess At Work, works with organizations to create happier work environments, strengthen work teams, design new programs, and create better relationships with customers and peers. In his new book Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace he talks about why it is important to create a great employee experience throughout the year.
Are you ready to take a Recess with Rich, inject some new energy into your organization and create an even better employee and customer experience?
