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Is there any Passion Left? or I love my job! May 5, 2009

Posted by solutionsbconsultants in Business Improvement, Improving Personnel Performance, Increase Profitability.
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A while back, I spoke about customer service and illustrated my points with a couple of concrete examples. But that didn’t solve the customer service meltdown we are experiencing in the States.  This post speaks about the underlying causes of poor customer service and poor employee performance and most importantly, offers some solutions.

Recently I was reading comments in Facebook that had been entered during working hours, it is amazing to me the number of people that are counting the hours, minutes and seconds until they can leave their job for the day. It was as if they were being tortured and at 5pm the prison gates would swing open to freedom. What truly amazes me is that we are in the middle of an employment crisis and today I still heard those magic words in a Starbucks, “my job sucks”. I asked the employee if she just said “her job sucks” and she turned a little red and dismissed her comment. I wasn’t fooled – hopefully she wasn’t either.

Understand that I am not one of those people who lives to work but I have to ask, “Where is the sense of obligation of today’s employees, the passion to do something great, the joy of solving a difficult problem or innovating a new process. Why would you drive 5 or 6 days a week to something you hated?

Incredible yes? But this issue is completely reverseable with a paradigm change from two departments….HR and Senior Management. Before your hairs raise up on your arms you have to understand that I am not here to slam Human Resources or Senior Management (they are usually the folks that hire me) but for today I am saying that things must change  if you are wanting to maximize productivity, create a culture of innovation and retain good employees. The solution is relatively simple and involves an old management concept aptly named, managing by walking around. In many companies, HR and Senior Management types typically hole up in their silos and await an triggerin action by an employee. “I need an insurance form”; How do I apply for FMLA” or “I appeal this write up by my no-good supervisor” or “I have this idea I would like to share with the President”.  If Human Resources and Senior Management would  come in early and talk to folks getting their morning coffee or while they are settling in their cubes or if they would stop by at the end of the day and ask questions – both personal and business – the results would be amazing.

Examples of questions:

1) How is the family?
2) What project are you working on?
3) What roadblocks are you running in to?
4) What could the company do to help your team operate more efficiently?
5) Would you mind if we spoke more in detail at a later time.

Now you wouldn’t ask all of these questions to each person nor would you get perfectly honest answers initially but you get the picture – over a period of time you will meet your most important asset – your employees. And you would give them a gift far greater than money – you will bestow them with a sense of belonging, supply them with someone to connect with, and show they that the folks upstairs really care about them and their work product.  And as a free bonus, you will find out quickly what can be done to better your company.

It is important to remember that everyone who works at your company begins with passion.  After all, they send a motivational resumé and cover letter, beam during their interview and promise that they can fulfill the companies goals and objectives.  Their passion is fueled during  the orientation week as they are introduced to the company, staffers, leadership, their department and their new desk and duties. Sometime between that magic hire date and six months to a year later, things can start to turn sour. The pox may be unclear goals or multiple unachievable targets; it could be an already vexxed employee who actually poisons our new recruit; many times it is a supervisor who knows the technical skills of the job but lacks the people skills (nurturing, training, listening, advising, mentoring). Companies that fail to manage by walking around are condemned to never know what is happening around them as they sit around and wonder why they are the last to know when a staff member decides to terminate their employment or why their latest IT project is six months and $40 million dollars behind

Some of the most critical solutions in running a successful company are the simple ones and they involve key players investing precious time in their staff. Starting is easy and can begin tomorrow.

Steve
costavoidance.org

Solutions Business Consultants are specialists in cutting costs and expenses without sacrificing employees™. We take an enlightened look at a company’s spend and create innovative cost savings methodologies which bring money to your bottom line! Many of our services can be enjoyed on a contingency basis – based on our success!

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