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Going for Advancement

by Patti Blackstaffe · Comments (1)

08 Dec

Advancement only comes with habitually doing more than you are asked. ~Gary Ryan Blair

Advancement, if this is one of your personal values for your career, your job is to understand how you are evaluated, then exceed it.

The criteria on which you are evaluated are the criteria by which your company defines career advancement. These criteria may or may not match your values, working toward your values and ignoring evaluation criteria is not the path to advancement. Your job is to decide if you can work where you feel conflicted, or if you can still maintain your values while still exceeding their criteria.

Many companies fail to recognize disconnects between what they say they want for a culture and what they actually evaluate. What gets evaluated is what they build. If a company seeks collaborative and innovative – then what they measure needs to match those criteria.

For a company to say they want a fun and invigorating culture, but only measure margins and ignore behaviour and intangibles is equal to a brain wanting weight loss and going straight for the double-double chocolate cake. One does not equal the other.

Patti is a strategic advisor in Leadership Development, Customer Service and Culture through Mergers and Acquisition. You can book her to speak at her personal page.

Need Strategic Sense for your business? – hire us for Leadership Development of individuals, teams, group training and company strategy. Happy Workplaces Succeed, take the path to get there. (403) 201-8512

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Categories : Leadership, Management

Tags : advancement, Business, Careers, evaluated, Executive, promoted, promotion, self leadership

Lead Yourself…but not for free.

by Patti Blackstaffe · Comments (1)

07 Sep

There appears to be a common misconception about entrepreneurs that has me fascinated. It is that they are free to be with, do for and make time available that “working people” do not have.

In the last few years I have promoted that one cannot lead well until they have learned first to lead themselves. This is exceptionally true of an entrepreneur, for if they cannot lead themselves their business suffers. Good business means income, and for an entrepreneur, time is money.

Every minute of every working day must be led and managed effectively to ensure a steady income. They are doing business, just like anyone in a typical “job”. The difference between the misconception and reality is this:

They are flexible, not available

Between the hours of 8am – 5pm they are still working, in fact, they are usually working between the hours of 5pm – 10pm just not as one would typically define “work”. To best lead self, an entrepreneur will need to be very selective in the activities they agree to take part. Why?

Because every hour they spend being with, doing for and making themselves available may be an hour they are not busy generating income for their business.

A casual coffee is much like taking an hour-long leave of absence without pay.

Entrepreneurs, to lead yourself well, decide if the activity in which you are being asked to take part will in some way lead to building a better business for you, or if it is precious time you are giving freely as a gift to another. How many gifts are you able to give, and to whom?

Patti is a strategic adviser in Leadership Development, Customer Service and Culture through Mergers and Acquisition. You can book her to speak at her Speakers Page.

Need Strategic Sense for your business? – hire us for Leadership Development of individuals & teams, group training and company strategy. Happy Workplaces Succeed, take the path to get there. 403-201-8512

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Categories : Business, Leadership, Management, Training

Tags : Business, CEO, entrepreneur, Leadership, time is money, time management, will power

Staples Inc. Shows It Can Be Done

by Patti Blackstaffe · Comments (1)

10 Aug

There are some terrific examples of Customer Service out there, some we have come to expect, Zappos for one – a large organization built on providing WOW for their customer. When I am listing examples for my clients, one company would never spring to mind and that is Staples. They are the largest supplier of office products nation-wide and a business I have tried to avoid using, until now.

Previous experiences were…

Lack of care or concern for my copy center needs, several times miscounting or getting it wrong then refusing to correct it.
Waiting for up to 20 minutes for someone to help or assist me, if they noticed at all.
Allowing me to leave the store either disappointed or angry at their lack of concern for my solution.

In fact, last summer I had decided to obtain most of my office products from elsewhere. As a result, I thought I’d try one of the other Staples locations and came to the conclusion this problem was much larger than a local manager who didn’t ‘get it’ because I received the same experience at other locations.

**All that has changed! Staples is a key supplier for several things I need for my business, and in the last month felt forced to shop there – was I ever pleasantly surprised.**

Yesterday I tracked down a manager/supervisor and asked if the management had changed since last summer. He indicated it had not, and wanted to know why I asked. I mentioned my work in the areas of Leadership and Customer Service and told him I was seeing a marked improvement in their store, he was happy to hear it.

Apparently Staples rolled out a nation-wide customer engagement plan to all their stores. I now intend on being a more frequent customer to observe its sustainability and its reach. From what I witnessed in my last two visits, they do appear to understand that customers are the reason for their job, rather than an interruption.

I had at least 3 employees in different departments ask if there was anything I needed help finding or if I had any questions. Score tally 1
Managers and supervisors were watching closely to see if anyone looked stranded or lost and directing employees accordingly. Score tally 2

I do hope their customer engagement rollout includes building on that engagement, extending that new customer service goal to include customer experiences as they increase their customer base; they have an incredible opportunity to do so.
Kudos to Staples!

Patti is a strategic advisor in Leadership, Customer Service and Small business. You can book her to speak at her Speakers Page.

Need Strategic Sense for your business? – hire us if you prefer to rise above the status-quo, care deeply about employee and customer experiences and truly believe in living and performing with excellence.

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Categories : Business, Communication, Customer Service, Leadership, Management

Tags : Business, Customer Service, engagement, Leadership, Management, service, Staples Company

Just Get Out Of The Way!

by Patti Blackstaffe · Comments (3)

30 Jun

There are a lot of different descriptions of what a tool-kit really is, and it’s different for everyone.

Plumbers have a varied tool-kit to Electricians. Teens will need a different tool-kit than toddlers for getting through the learning curve that is teen life. Equally, leaders will benefit by understanding the tool-kits needed by their team members so they can do their jobs!

So what exactly makes up a tool-kit? It’s anything utilized by an employee to enable and enhance their ability to perform and exceed their expected role as an employee. You wouldn’t ask a software developer to write code on paper – you’d provide him with a computer, the right software, the ability to properly test it and (very important tools) the support to take as many roadblocks out of their way in order for them to do the job. That could include providing them with space to focus, limiting meetings and interruptions, fighting for the budgetary means to allow them to continue. It also means getting out of their way!

Leaders forget sometimes they are no longer the hands-on specialist. Often, they find themselves wanting to dig in and work with, rather than guide, employees. We’ve been hearing from a number of our clients that sometimes all they want is time to get the job done. Frustration over a manager who is keen to take part can provide the following impressions:

The Leader is micromanaging
The Leader is not confident in their employee’s abilities
The Leader doesn’t trust the employee to do the job ‘right’.

Often the case is simply an enthusiasm and keen desire to be part of something they have left behind.

So what is today’s message? Provide employees with what they need and then please get out of their way! Offer them the chance to shine, to improve and to make a difference on the team. We don’t suggest you abandon them, by any means; you are there to support and provide a tool-kit for them in order to enable them to shine. Avoid hindering them!

Patti is a strategic advisor in Leadership, Customer Service and Small business. You can book her to speak at her Speakers Page.

Need Strategic Sense for your business? – hire us if you prefer to rise above the status-quo, care deeply about employee and customer experiences and truly believe in living and performing with excellence.

Comments (3)

Categories : Communication, Conflict, Leadership, Management

Tags : Business, employee, enable, encourage, Manager, micromanaging, trust, Worker Tool Kit

My CEO Cleans My Car

by Patti Blackstaffe · Comments (0)

10 Feb

It is in modelling character that employees learn what kind of a culture they are working within. And the CEO is always the best model for defining a culture.

In a phone call with a friend this morning, he shared a story from his new job. The first thing he said was, “You know how you build expectations around a leader, the executive and the people with whom you work prior to entering a new role? Often, once you are in the role reality doesn’t meet with expectation. This one is completely different. The flavour of the culture is such that I was excited to work for these folks, and now that I am experiencing the reality – it’s even better than I expected.”

Wow, we don’t hear that very often.

He works for a family owned business, but not a small business by any stretch of the imagination. They have over 450 employees and the two folks at the top are the founder and his son. The following story embodies the cultural flavour of their company and why his experience is even better than anticipated.

Snow had fallen during the day and my friend took a glance out the window from his new office. There in the parking lot was the CEO and his son, second in command, walking out of the building carrying brooms and scrapers. The two of them began brushing off and scraping the windows of each and every car in the parking lot. There are 450+ employees! When my friend questioned another employee about it, he was told they do it every time it snows.

What a gift! I must admit the anticipation of having to clean off and scrape a single car after a long hard day at work is not appealing – but to come out and have it done for me would be a beautiful act of kindness I would not soon forget.

My friend finished his story by saying he believes each and every executive would ‘take a bullet’ for the CEO. I would imagine that kind of trust, respect and consideration is strongly felt by each one of the employees. What a leader – taking the role of model and lead so seriously that giving time and action to his employees equals the importance of managing the business itself.

Are they a successful business? Indeed they are, and for good reason – the CEO cares to trust and believe in the people he is privileged to lead and he understands there is a two way street, giving as well as receiving.

People follow a leader based on their actions, not their words.

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Categories : Business, Leadership

Tags : Business, CEO, culture, Employees, Leadership Character, Management, parking lot

Customer Response and Resolution? You Decide.

by Patti Blackstaffe · Comments (7)

27 Aug

Due to a busy couple of weeks I’ve neglected the blog, but feel it imperative I offer a follow-up to the Rogers cell phone story. I’d like to say my own behaviour with Rogers was of the utmost grace and decorum, but the truth is by the time I spoke with someone in authority I was pure ‘ticked off’. What really struck a chord is the fact it took a public blog before any attention at all was called to this very frustrated customer.

Timeline of Events:

5 Customer Service Representatives who never once clued -in that escalation would be a good idea. When I asked if there was nothing more I could do, they ALL said ‘yes’.
Initial tweets were not picked up by social media ‘watchers’ on Twitter before I posted a blog.
The Blog drew an enormous amount of attention- many similar negative stories and offers of help from Roger’s competitors.
I purchased a phone privately from Kijiji –Rogers “sent it to them for free at their upgrade time but that they did not need it.” (I found that fascinating.)
Unfortunately because I had a smart phone I only had a data plan, not a Blackberry plan. I then spent another entire morning with customer service reps 6 & 7 finding out that I needed to change my plan before the phone woud be operable.
I was still on hold with customer service when Rogers finally called in response to the blog (Toronto office).

Talk about your “Shaggy Dog” story – it just seemed to go on forever. I’ll stick with the phone story and try and avoid going into the ‘lost revenue and business time” saga! (I consult by the hour – can’t get that client time back)

What Worked:

When I finally spoke with someone who could help, they recognized the change in data plan would cost me additional funds (more even than a new phone already cost me). A discount of 5.00/mo was given for the additional cost.
I got to vent a bit about how this is customer clean-up NOT customer service based on the fact I needed to go public before I EVER got attention.

Things I would never say to a customer:

“We go to great expense to provide those free phones up front, we cannot give everything away” – hmm, then you should not be in business, because good business people build their costs into a package.
“Our customer service people have to deal with 10 more people just like you once you hang up” – last time I checked, customer service was about caring about the customer you are serving at the moment, especially if they are frustrated.
“If you go to our website you will find our escalation policy and could have done that before posting a blog” – That is going to take a LOT of training to get the entire Canadian public to understand how to best escalate an issue. I wonder if a company might be better off limiting that training to the customer service representatives and offer them clues as to when THEY can escalate an issue. I struggled to connect with the right CSR multiple times, my expectation was they would indicate a process and simply ask, would you like this to be escalated? I had no idea it was MY job to find out their escalation policy.

No answers or conversations seemed to focus on the real point. I bought a data plan with Rogers. The LCD on my data phone stopped functioning correctly. At no point during my plan was I told my data phone would be obsolete and I would be forced to upgrade to a $4-600.00 BlackBerry and a different plan if my phone was broken. Nor was I informed that even though I HAD a data plan, the only phones available to me would be non-data phones. I’d like to think if I worked at the company, I would recognize the real issue.

If you offer a service/product (in this case a smart phone data plan) and within that contract your lost or broken program cannot provide the same service or product as agreed to in the beginning, you as a company should be liable to take the lead in finding a solution. Rogers did not provide any smartphones for my data plan at this point in my contract. BUT according to Rogers, the problem is all mine. I am stuck with THEIR provision of this service (even though they can no longer provide what they agreed to in the beginning) and any solution is a new phone at full (or close to full) cost at my own expense or to downgrade to a non-data phone but still pay the data fee as per the contract. If I try removing myself from the contract I pay a hefty penalty – but they hold no such accountability.

I am still with Rogers only because I did not wish to pay that penalty and throw my money in the trash. The loss of time, money and patience is now history – but serves as a great model of what NOT to do in my own company and with my own clients. Will I renew with Rogers? Time will tell, I will definitely ask many more questions of any provider next time I agree to a contract. Do they need a better customer service solution – indeed I think they do.

In this case, a free phone was only a ‘hook’ to gaining an initial contract – certainly discounted phones are not used as a solution to maintaining service and keeping a customer who likes to be loyal to the companies with whom she has chosen to spend her money.

(Update: August 31, 2009 – Call from “Office of the President” at Roger’s with additional discount to account to say sorry for the experience. This individual was polite, considerate, wants to use these posts as an example for continued front-line training and apologized quite a few times. It is clear that they are doing what they can in the aftermath of this particular situation. I hope his optimistic description of the changes they wish to make on the front-lines does materialize for the benefit of other customers so they can avoid an experience like this altogether.)

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Categories : Business, Communication, Conflict, Customer Service, Leadership, Training

Tags : Business, cell phones, Customer Service, escalation, Management, penalty, Rogers

Getting Too Big For Your Britches?

by Patti Blackstaffe · Comments (4)

17 Jul

Getting Too Big For Your Britches? It’s a tough road out there in business, one must work incredibly hard to “get somewhere” and once one arrives it can be hard to maintain the momentum it takes to remain at the top.

One of the risks a company faces as they find themselves at “the top” is client demand of the entrepreneur increases. As that client base increases visibility strengthens and larger clients begin to emerge. It is pretty damn exciting to find yourself sipping champagne and celebrating large contracts and a new focus. But what of the clients who got you there, the small folks who took a risk and used your products or services sight-unseen?

Last week as I visited my folks, I learned they’d sprung a leak in their pool house. I don’t know anything about pools but my thought is leak=bad. For 3 days my father had been calling the pool company who services their pool and finally got an answer the morning I arrived. “We can come in 5 days” was the answer.

EXCUSE ME?

It seems they were the only pool shop in town for a number of years and folks in town truly supported the company growth. The municipality have now signed maintenance contracts with the pool company and so business has changed from a shop where you can walk in off the street and call at anytime to an organization with closed access, no street presence and clearly choosing not to answer the phone if the caller ID suggests it is not someone to whom they care to respond.

OUCH! The pool company gave no notice to the existing clients with “new rules of the game” and no other options were provided. They have become too big for their britches.

My folks are truly great people. They love to support local businesses and while that’s honorable they sometimes do so at the expense of the customer service for which they are paying. Success for this company is always something to celebrate, especially in times like this, but the company has not done their homework in understanding how to deal with the loyal customers who brought them that success.

Leadership does not mean treating ‘old’ customers as a nuisance just because you’ve changed your business direction.

The bonus here is another small start-up pool business now exists in town, finally. Five minutes after calling the first company, my dad called the new pool company. Voila! “Sir, I will have someone there this morning to take a look” was the cheerful response. Within 3 hours the problem was solved.

If you were the first company, how might you have managed your loyal customers upon changing your company direction?

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Categories : Business, Communication, Customer Service, Leadership, Management

Tags : Business, Changing business direction, client base, customer services, customers, Leadership, pool services, pools, Small Business

A Bad Day At The Office

by Patti Blackstaffe · Comments (1)

10 Jul

Do you ever feel like your job is too chaotic to manage? Here is a video that will offer a little perspective and give you purposeful thought about keeping your calm when you least have the patience to do it.

In fact, I have worked in the past with a few folks I might suggest having a link to this video on your desktop so on chaotic days you remember how to maintain your cool!

[youtube=http://www.youtube.com/watch?v=eyO-bWGxWBU&hl=en&fs=1&color1=0xe1600f&color2=0xfebd01&border=1]

Great Leaders maintain calm in Chaos!

Strategic Sense is a Leadership Development, Customer Service, Plans of Action and Facilitation organization who’s mission is to change the world for the better for leaders and their employees everywhere. We believe each individual comes with their own unique talents and skills that can be enhanced and utilized to help them become the very best leaders only they can be while providing exceptional service to their customers.

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Categories : Business, Communication, Leadership, Management

Tags : Business, Chaos, humour, leaders, Management, managers, patience, stress

And The Customer Service Winner Is…Surviving the Recession

by Patti Blackstaffe · Comments (3)

05 Jul

zellers3 And The Customer Service Winner Is...Surviving the Recession Secret to surviving this recession!

Some folks, on really busy days, will dip into a place where they least expect to be granted GREAT customer service. One of those days for me was Saturday. My Fiance and I had a function to go to that required cowboy boots (Calgary Stampede time) and I needed to pick up a pair at the shoe maker’s that had just been re-soled.

In my rush with the many errands of the day I stopped at Zellers, a store owned by Hbc Canada’s largest diversified general merchandise retailer with over 600 retail locations and nearly 60,000 associates located in every province in Canada. HBC’s four banners are the Bay, Zellers, Home Outfitters and Fields.

The neat thing about every Zeller’s in which I’ve shopped is how they keep costs down and still deliver quality product, the other unique thing is they all seem to have a restaurant. Often frequented by Senior Citizens and moms with small children, these restaurants are typical diner décor and not wrapped in anything but department store “ambience”. They are handy, have a typical home-style menu and offer a family-like atmosphere.

I needed breakfast, I’d left the house at 7:30am and hadn’t stopped to think about food until almost 11:00am, I was hungry. So in I go, with my O magazine and PDA in hand to grab a bite to eat, read an article or two and get on with the rest of my errands. What a great surprise I discovered in the staff at Zellers.

Friendly

The entire staff smiled, the girl at the front welcomed me into the restaurant (visibly open to the rest of the store) with cheery conversation and all were getting work done. In many restaurants such as this you might see staff gathering during quiet moments to visit or chat about others – not here, they were all about the customers! How refreshing to see a staff paying attention to the folks spending money in their establishment, rather than on themselves. Every interaction with the staff was friendly and smiles were offered freely!

Efficient

WOW, I got water without asking, do any of you remember when you could sit in a restaurant and get a glass of water just for walking in? Not only did I have water put in front of me with a menu and silverware, the wonderful server set down a cup and asked if I would like coffee – Okay, I am in heaven now! One trip, one question and I have EVERYTHING I need. Not 3 trips, no laborious wait in hopes of chasing a server down, not at Zellers, I got all I could wish for in the first 5 minutes.

For those of you who own eating establishments, here is an important tip for you:

People don’t care as much about what the place looks like as what they feel like by being there. What you feed them and what they pay are totally connected to how they feel, they want to feel like they’re the best thing that happened to your day because of walking into your establishment.

Business owners, you get that down-pat and you’ll have customers for life!

Just as soon as I appeared to set down my menu, the server returned to see if I was ready to order – when I asked about a menu item she was happy to inform me if it wasn’t just as I would wish, they could certainly provide it for me – MY WAY! WHAT? Now I think I have died and been reincarnated to a time when restaurants cared more about the customer and their needs rather than just filling seats with coupons!

The icing on the cake was that not only the server assigned my table brought me coffee, but any server with a coffee pot in hand came to see if I needed a refill AND they watched to see if I still had cream! No competition, no “That’s not my table” kind of talk, just pure and true customer service with a smile.

Store-Wide Attitude

Here is where it gets clear that the management really does care about their employees. Two tables away, a manager (not sure if he is head store manager or one of the dept. managers) was sitting with a non-restaurant employee and having a chat. I won’t repeat the actual conversation I over-heard, because it’s not my place to share a confidential conversation I never meant to hear. But the nature of the interaction was that of mutual respect and dignity. This manager had it going on and knew how to reach the BEST part of his employee. He offered a strength-based approach and allowed the employee to tell their story. He listened and they laughed and smiled; then went on with their day.

My only regret is I didn’t have any Customer Service Score Cards to leave them and let them know what a fabulous experience I’d received. I’ve been in a lot of places for breakfast here in Calgary and most of them can be good experiences, but I rarely witness breakfast places which are THIS customer centric! I can tell you right now, I will choose the diner at the Zellers restaurant over the fancy menu, the high-priced chefs, the expensive décor of any other establishment for one reason and one reason only – they tapped into what every single consumer really wants when they spend their money An emotionally positive experience.

To All Business Owners Regardless of Your Industry:

If your customers are not getting an emotionally positive experience from your organization, then you are probably struggling in this economy! Make it personal, make it about the customer and stop putting focus on cost cutting. I will return to Zellers not just because of the price-point (although it is good), I will return because of the service! When clients hire Strategic Sense to provide a “secret customer” and complete a Customer-Service Score Card, it’s because they care to make their customers happy –people who understand that he customer experience is directly tied to sales and growth will survive the recession in ways no-one else can even imagine!

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Categories : Uncategorized

Tags : Business, Customer Service, customers, Diners, Leadership, Management, restaurants, Servers, staff

Your "Attention Radar" – Choosing Your Focus

by Patti Blackstaffe · Comments (7)

29 Jun

Your "Attention Radar" Choosing Your Focus Have you ever taken training or coaching where someone was working hard to gift you with gems of wisdom or a different way of looking at things? Do you know if you were truly open to the information being given?

One of the most difficult situations is when a coach or mentor is trying hard to move you forward and your door is closed!

A great way to tell if you’re being receptive is to listen to your own response. The next time someone – a coach, boss, trainer, or mentor – is making a concerted effort to encourage change, try to acknowledge that they have a different view you might not be seeing. Then ask yourself if you are actually leaving the door open enough to receive the gems of wisdom they offer.

Are you taking time to hear what they are saying and turning it into a lesson to be utilized in your own life?
Do you respond by defending the behaviours that keep you from moving forward?
Do you use expressions such as “I DO that, but it never works.” Or “I try, but….” or “I AM…”
Do you leap to conclusions about what others think of you, even though it’s not actuallywhat they were saying?
Do you hold tightly to beliefs that are clearly holding you back?

If so, then you might very well be trapped in a cyclical thought pattern based on buried beliefs and while you think the doors are open to hearing and recognizing opportunity and growth, they may very well be closed.

So, what’s really going on here?

Neuroscience has performed studies on an area in the brain called the Reticular Activating System or RAS. The RAS acts as a sort-of connector between your conscious and unconscious mind and filters information by “listening out for” things that are relevant to your conscious thoughts and focus. Basically, it controls our ability to pay attention. For example, when you are walking down the street there are literally hundreds of thousands of noises. You might hear a vibration or hum of noise in the background but you do not hear each and every individual sound, only those for which your focus is attuned, but it has it’s limits. Your brain is programmed to take in approx 5-9 individual items at a time and you hone in on those items because focus on them has been programmed by your conscious mind providing the “attention radar” for your unconscious mind.

A car horn signalling danger; familiar music coming from a store; your name being called from the other side of the street; all of these are items your subconscious will listen to because they are out of the ordinary in a typical walk and your conscious mind has made them a relevant focus in your life. Equally so, inadequecy or feelings of being persecuted or judged will fly into the face of a discussion if your belief system has been built under the experience of having to continually defend yourself. Basically you are ‘looking for it’ and so you will find it.

What great information for all of us –the beautiful thing neuroscience teaches us here is that the Reticular Activating System can be reprogrammed, or you can change what you are ‘looking for’. This is why setting goals, saying affirmations and visualizing ìn the conscious are the beginning of the journey to realizing our dreams because they speak to our unconscious mind, the place-holder for our belief systems.

Learning how to listen and embrace information with an open heart and mind can be done with practice and by learning strategies and techniques for reprogramming your RAS. The first step is in recognizing if you are listening openly, take a few minutes to evaluate your recent conversations against the above list – are you truly open? If not, then you will benefit from learning strategies for discovering and challenging belief systems that hold you back and practicing techniques to reprogram your RAS thus putting the “attention radar” on that which will help you grow and move forward.

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