Hire people based on their love of your product; not based on their skillset

The best “job” I ever had was with Ask Mr Foster Travel Service; a subsidiary of Carlson Companies at the time. I loved that job. I love to travel and had the opportunity to do just that; and often at discounted prices. I didn’t know a thing about the travel and tourism industry on day one but I enthusiastically learned; because of my love of travel. When I lost a whole bunch of weight with Weight Watchers I enthusiastically joined their team as a facilitator and leader of meetings. I loved the product/service and was excited about it. It became very easy to motivate and excite others to lose weight. I also worked for Lone Star Industries, a cement manufacturer and Avon Products, the cosmetic company. Those jobs were just that……jobs. I had no interest in cement or lipstick. Couldn’t care less about cement that dried in record time or lipstick that …

Great employees know how to MultiCustomerTask and treat one another with respect

The other day I went to get my eye glasses adjusted at a LensCrafters store in Waterbury, CT. The store was quite busy and the employees were doing their best to keep everyone happy all at once. If there was ever a case of MultiCustomerTasking (is there such as word) the three employees working in this store would have been the role models. But there was one thing that stuck out on my visit. Apparently one of the three employees was very new and the two young ladies at the back of the store could not say enough kind things about this gentleman. They were going on and on and on about how quick he was picking things up, what a fast learner he was, how responsible he was, take charge, took initiative and a great addition to the team. WOW! Was I hearing this right? You get so used to …

A better employee experience; engage them from the beginning

Thsi is part of an exercise that you can find in the recently released Recess At Work System; a fun approach for improved morale, engagement & productivity. You can learn more about the system by clicking here. You can save 15% by using the code RECESSitate at the checkout. Question: Why is it that the people sitting around trying to engage a workforce are not including a good cross-representation of the workforce in those discussions? RECESSitation Idea: Give everyone a blank sheet of paper. One person will read the following questions to the group and give them a moment to write a short response on the paper. Why not have some fun and give out colored markers or crayons to write their answers. This is a great place to work because…………. I could contribute more to my employer if…………. In order for me to improve my skills I would need………… The …

Stay in touch with books that promised you the world but did not deliver

If you’re like me you’ve bought books that were going to change your life, make you a better employee, a better boss, a better parent, achieve great riches, become a better athlete, learn a language………do I need to go on? And if you’re like me most of those books did not achieve those things – or at least it didn’t happen the way the book or author led you to believe. There were probably some great pearls of wisdom or some nuggets that helped you move forward, and your intentions were good, but alas…..things did not happen as fast or the way you had hoped.  Then there were the books that people gave me because they wanted me to promote their business or perhaps I was quoted in the book or a story/chapter included something about me. Nice, but I usually don’t run around going “Look. Look. I’m in here!” Right now …

Workplace flexibility not flexible hours might create a better employee experience

I read lots of articles, blog entries and tweets about the importance of offering employees flexible hours in order to improve employee morale, employee engagement and productivity; and create a better employee experience. And I agree. I have seen the benefits first hand and have had many conversations with employees and employers who embrace such a policy. But what if we went one step further…………… What if the policy was just “Offer Flexibility.” You are given a job or a task with a date it is due: You work the hours you want You work from where you want You utilize the resources that make the most sense for you; without compromising the organization You seek guidance and help from people outside the organization (without giving away proprietary information, trade secrets, etc.) where you think it would be helpful You pop in to the office to update and seek mentoring and guidance when necessary Could …

Do you have “The Worst Job in the World?”

I was watching a video this morning where a young man called his job “The Worst Job in the World.” (You can watch the video here.) It got me thinking about what is the worst job in the world and who has it. Several years ago I read an article about a job that involved pulling a sheet through the jungle to collect ticks. That sounds like a possible “worst.” There is the Dirty Jobs show on television; those might apply. I’ll bet a lot people might classify their job, at times, as the worst. What I liked about the video was that the young man acknowledged it is not a great job and decided he wanted to do something about it. He didn’t wait for others to do it for him. He and his peers made the job fun. They turned something boring into a performing art of sorts. In the …

The new games rules: 5 strikes and you’re out!

Back in early March I wrote a piece about Verizon Wireless and how 15 years of Customer Loyalty was killed with one bad customer experience. You can read that piece here. So my 5th piece of crap Samsung Fascinate stopped working this morning and once again it was determined not to be a user problem but a manufacturer problem. However Verizon did the right thing this time. Without the slightest bit of hesitation the tech support person said “let’s get you out of this phone once and for all.” No gimmicks. No having to speak to 18 supervisors. No suggesting we go for #6. Yep, 5 strikes and you’re out! (As a reminder #1 was purchased on 12-20-10.) A few computer strokes later and it was done. But here’s what I loved about Amber: She didn’t feel tied to a policy She was willing to make something work despite the fact that my account was eligible …

If management doesn’t want to hear from employees do they really want to hear from customers?

You walk into a business you frequent regularly. During your experience you get into a conversation with an employee about a policy that you may or may not agree with. You make a suggestion for that employee to pass along. To which the response from the employee is: Management doesn’t want to hear from us, it is best that it come from you (or something to this point). Then it is suggested to you that you go home and call some number or visit some website to share your idea/suggestion/frustration. Well here’s what I start thinking: What has happened at that company that employees feel that information they pass along goes nowhere? Is it that the employee is lazy and just doesn’t want to be bothered with taking down some information and passing it along? Perhaps it is taking away from his or her texting time Has the employer started assuming …

Today we got a new Corporate Buzzphrase “Involved or Incompetent”

Imagine if you showed up to work one day and started derailing the credibility of a coworker by either saying they were involved in some corporate cover-up or you felt they were incompetent. So much for ever getting that promotion. So much for being invited to the CEO’s house for a weekend retreat. Heck, you might even find yourself looking for a job. At the very least they are words that will follow you for your remaining time at that company. You sure as heck ain’t getting the Employee of the Month Parking Space or the Most Engaged Employee Award. So CIA Director Leon Panetta is saying that Pakistan was either involved or incompetent regarding Osama Bin Laden’s whereabouts. Harsh words. Words that you know are going to come back and haunt him or require him to defend. But the reality is that he said what he is truly feeling at …

Introducing the RECESS AT WORK IMPLEMENTATION SYSTEM

June 16th is Recess At Work Day!   Do you have your RECESS AT WORK IMPLEMENTATION SYSTEM? Since its inception in 2004 the 3rd Thursday in June has been designated as Recess At Work Day. Acknowledged by Chase’s Calendar of Events (the Official Bible of Unofficial Holidays) and worldwide media, Recess at Work Day has evolved over the years. It has evolved because of people like you; people who have embraced the holiday and used it to make your organization a better place for employees, volunteers and members. What started out as a day of fun in 2004; a day of schoolyard games; has morphed into a day to recharge teams, celebrate success, and offer a chance for some learning. It has evolved into what I call an opportunity to RECESSitate any group, team, customers or business. Look Who Has Participated: Over the years I have hula hooped at Harford …