Honesty - Needed? Truth Not Always Easy!

I had an interesting experience this past weekend. I am the part-time volunteer Rowing coach for the University of Scranton women's Crew. We had our last races of the Fall this past weekend in New Jersey and Philadelphia. The weather was awful on Saturday for the Frostbite Regatta, and wonderful on Sunday for the races on the Schuylkill River. But that is not the content of this story....

On Saturday night, after we finished our races on the Cooper River, the team loaded up the boats back on the trailer, and I pulled the trailer back over the Delaware River to Philadelphia for the races the next morning. While attempting to back our trailer into place in the parking lot on the Schuylkill River (there were already trailers with boats on them in the parking lot,) I unfortunately hit the bow of a boat belonging to Stony Brook U. There was no one around to talk to, so I decided to see someone the next morning.

The next morning, I went first to talk with the police stationed there. When I told them what happened, their response was, "well, were your boats damaged?" To which I replied, no. Their answer was, "well, you don't have to tell them (the other crew." Not liking this answer one bit, I went to a race official, who told me the same thing! Hmmm....that kind of consistency is not what I was looking for.

Anyway, the Stony Brook Crew did arrive a little later, and I went over to talk to the coach, told him what happened, gave him my card, and told him that I would also make sure that the folks at U of Scranton knew about it on Monday. Good news was, they were not using that boat that day, they called it an old "piece of crap," and we will move forward from there.

Interesting. Are your employees honest? If so, great! If not, might that be hurting your business at all? There are ways to find this out.....

Highly Focused Employees Increase Loyalty from Customers

Highly Focused Employees Increase Loyal Customer Base

Ever try to pound a square peg into a round hole? Are all employees customer-focused?

When we moved from Los Angeles to New Jersey years ago, I was continually told that the pace of business in New York/New Jersey was faster than the West Coast. Now, after having lived on the East Coast since 1984, I can tell you, it is not faster, it is just different. And in many cases, it comes with poor customer service. Hmmm, there is poor customer service on the West Coast too.

It hit me hardest when we went to a grocery store in Budd Lake, NJ, spent over $200 on groceries, had to bag them ourselves and were told that there was no help. Same store had a big red and white sign out front that said “Open 24 Hours.” They typically were closed by 7 pm several nights per week. When we moved to Atlanta, went to a Kroger, the bagger had our 4 items in a bag for us right at the checkout, and asked if we needed help to take the one bag out to our car….we told them we had just moved from New Jersey, and needed time to get used to a customer-focused attitude again!

Sorry New Jerseyans, please don’t get me wrong, there are plenty of examples of poor and great service all over the country. But, if your customer-facing employees are focused on providing assistance the customers will want to return, and keep on returning.

On the other hand, customer-facing employees who have a hard determining which tasks to focus on can be a detriment to your business. This is even worse when those same employees can’t seem to come to work each and every day they are scheduled.

The key to increasing your customer base with focused employees is to make sure that your employees are focused at the right times and on the right things – delighting the customer. There are Six Crucial Behaviors for Customer-Facing Employees. These crucial behavior are Trust, Tact, Empathy, Conformity, Focus and Flexibility. For instance, Empathy is a very different process from sympathy. Empathy is the ability of your employee to understand and put themselves in the customers shoes, even though they may not be able to change what the customer is unhappy about, and still make the customer know that they understand.
About Resources for Performance and Profiles International

We help organizations create high-performing workforces. Through comprehensive employment assessments and innovative talent management solutions, our clients gain a competitive advantage by selecting the right people and managing them to their full potential. For more information about our suite of human resource management solutions, visit our website at www.resourcesforperformance.com