For a better employee experience take interest in them

Years ago I supervised a guy named Adam. Adam frustrated the crap out of me. He just didn’t seem to pick things up as quickly as I had wished – or should I say as quickly as I seemed to pick up things. I would see Adam and my stomach got into knots. Simple tasks took him two and three times as long as I had expected. I slowly started to distance myself from Adam. When I looked at Adam I saw ineptness, incompetence and a big “L” on his forehead. I found myself doing Adam’s work in order to complete our one project every month – to issue the financial report/book for our division. Yep, I was a horrible person. I was also young, needed to grow up and figure some things out. Notice I say “was.” I was 28 years old when I figured a lot of stuff out. How old are you? …

Employees, Employment, and Customers. Things that make you go Hmmmm….

Why does the customer get mad at the employee who is following the company policy and not the people who came up with the policy? Why does the waiter get stiffed/shorted on his or her tip, after giving you incredible service, just because the kitchen screwed up your meal? How can a manager who ignores/breaks the rules on a regular basis talk poorly of/disqualify someone who ignores their rule of “no phone calls” when trying to fill an open position? Why do people just quit a job versus going into the boss and saying I’m disengaged, miserable and looking at my options? Afraid they’re gonna fire you?? You were gonna quit! I’m sure there are more. I’m sure you can add your own. These have been my observations and discussions with people over the last few days.

How to fix the Workplace and Congress

I just received one of those forwarded emails about how to fix the US Congress. In case you haven’t had the opportunity of seeing some version of it, good for you; but here is the version I received (skip down if you don’t need to be bored). Congressional Reform Act of 2011 1. Term Limits. 12 years only, one of the possible options below.. A. Two Six-year Senate terms B. Six Two-year House terms C. One Six-year Senate term and three Two-Year House terms 2. No Tenure / No Pension. A Congressman collects a salary while in office and receives no pay when they are out of office. 3.. Congress (past, present & future) participates in Social Security. All funds in the Congressional retirement fund move to the Social Security system immediately. All future funds flow into the Social Security system, and Congress participates with the American people. 4. Members …

American Idol reminds us that being liked might be the BEST way to become CEO

I don’t watch American Idol. And from what I’ve seen on the Facebook threads and Twitter streams of friends and followers I am probably even less inclined to ever watch it. From what I gather American Idol has become a Popularity Contest, not a Talent Contest. Even USA Today has a story about it this morning and how a guy was finally booted off the show. This should surprise anyone???? You’re letting the audience decide who stays; an audience of screaming young girls. Hello! Am I the only one getting this? I thought the judges who have/had musical talent (yes, people are still questioning Paula) were the experts? Now granted to make it to the finals you need to have some talent; so I guess those who watch it can sit back and at least be entertained. The “real” winner may not emerge, but the show should be good. And who knows, …

The Answer to High Employee Morale: Are You Kidding?

Once again reason to love Canadians…………… In a recent survey given to the Orangeville Ontario Police Service the answer choices were: All the Time Usually Occasionally Are You Kidding? When it came to the question about employee morale being on the high side 47% chose ARE YOU KIDDING! I love it! Love it. Love it. Love it. I’ve seen surveys given by many an employer here in the US. Our version of Are You Kidding is Disagree, Strongly Disagree, No or some other boring, meaningless, overused, “safe” word that leaves those taking the survey with no clue as to the thoughts behind the choice. Are You Kidding jumps out. Are You Kidding is a huge red flag. Are You Kidding says, “Crap, we better do something……and fast.” Are You Kidding says it is time for leaders/managers to get in touch. Are You Kidding is also an opportunity to build a stronger organization; to address what is really …

Disengaging Customers. The Medical Community way.

When I make an appointment with a doctor I try to get the first appointment in the morning or the first appointment after lunch. I assume those are my best chances for not having to wait – something too many people experience when it comes to the medical community. Patience is also not, and never will be, one of my virtues.  Yesterday I took my mom to the doctor. Sitting and waiting I noticed a sign above the receptionist’s window that stated they would cancel the appointment if the patient was more than 10 minutes late. I was going to take a picture of it but I’m afraid of the receptionist. She’s mean. Really. As I looked at the sign I didn’t know whether to laugh or cause a rebellion right there in the waiting room. How could an industry that is notorious for keeping people waiting; not apologizing for that …

Worse than becoming my mother, have I become the rude shopper?

On the FAQ page of my website is a section entitled: How to easily annoy Rich. I have no problem if you cannot afford me (although we might be able to get creative) or if you choose someone else over me. But I’ll tell you what annoys me…………it is when I spend time talking to you or visiting you and putting a quote/proposal together and then I never hear from you again. You ignore my emails and my calls. Listen, I’m a big boy; my self-esteem is high on most days; so if I’m not the one for you, just tell me; don’t avoid me. After all, it is the professional thing to do. Actually, the avoiding thing should make you realize you and your organization might need me more than you think. And yes, for some of you reading this saying I cannot believe someone would do that, they …

Great employee experiences occur when you recognize and celebrate huge successes

What do you do after your team has spent months doing due diligence, working long hours, enhancing systems, compiling financial data, and running reports so that investors will not only fork gazillions of dollars of cash over to your organization to continue doing great work, but also set you up for a long successful future? You celebrate! Recently I had the opportunity to speak to a large Assisted Living organization after they just came through the period I described above. Now having taken the accounting/CPA path early in life I know what those months of work looked like. I know the long hours. I know the frustrations; the heated moments. I know the meetings; the sweating it out as you wait for responses. Apparently so did the CEO. The work culminated in March. The transaction closed on a Monday. Three days later the CEO shut down HQ for a couple of hours and …