Posts Tagged ‘bottom line’

Keep Learning Or You’re Behind

Tuesday, October 4th, 2011

So many employees are behind in the first moment of their workday. They are caught in workplaces that have cultures that do the same things over and over, regardless of how their environments change; they don’t commit to regularly challenging employees to constantly learn, rethink their jobs and value, and try new things. They are stuck living yesterday’s workday over and over.

In a period of exponential change, the most successful organizations are flexible and opportunity-focused; they empower their employees to constantly learn, involve them in new tasks/responsibilities and require them to try new things.

These organizations constantly gather new ideas, perspectives and opportunities – the key to developing a responsive and successful performance strategy. The more today’s managers help employees learn, grow and try new things, the more they encourage more robust employee thinking which is critical to sustainable company results.

I come from a large Italian family. Being both a large family, and Italian, we rarely went out for dinner (there were too many of us and besides, our food at home was terrific). However, I do remember one time when we went out to a smorgasbord – a buffet. My siblings and I descended on the amazing food tables and started to fill our plates. Dad called us back to our table, took our large plates away and gave us small plates instead. We were then instructed to follow him two times around the food tables – not taking anything – we were just to see what was available. The third time around we could help ourselves to small portions of things we had never tried before. He promised that if we did this, we would discover at least one new favorite food – we would change the way we think. He was right. I discovered artichoke hearts – and still love them today.

The point? Great managers constantly guide their employees to “walk around the company table” and let their employees explore and try things – through both formal learning and on-the-job learning. This expands not only what employees know, but it encourages broader and more strategic employee thinking – employees find areas of greater abilities, develop greater skills and bring stronger performance to the organization.

Additionally, an organization focused on constantly growing and educating its employees significantly influences employee loyalty. And the key to a powerful, high-performing organization is a stable, consistent and free-thinking workforce.

Be Ready to Reinvent

Monday, January 31st, 2011

I have friends whose house is virtually the same as the day I met them over 20 years ago. Same furniture. Same wallpaper on the walls. Nothing new, nothing updated. They hate change. It’s obvious.

So many of us run our lives like this. In a world that constantly changes, it is critical for all of us to constantly consider reinventing and updating. Sometimes small gradual changes can keep us current; sometimes our changes need to be more significant. This is particularly critical when it comes to the workplace.

In a recent AARP article titled, “Brand New Me,” writer Andrew Reiner reminds us that it is more difficult for older people to get hired – not because they aren’t equally talented and passionate about what work needs to be done – but because their approach to finding work is outdated and disconnected from today’s more social media approaches. They have not reinvented a more current approach to getting connected to those who do the hiring.

I spend much of my time coaching and teaching organizations in how to attract, hire and retain A-level talent. The most striking conversation I generally need to have with all senior and manager levels is that there is no longer a direct correlation between prior work experience and new employee effectiveness and success. Previous experience is a valid consideration, though for most organizations it is the only attribute they assess when considering a new job candidate. Instead, what leads to greater performance and success in today’s intellectual workplace are employees who are intrinsically good at what their jobs require and have some degree of interest in doing them.

As much of today’s workers are now in front of customers instead of hidden behind machines as in the industrial age, today’s employees impact the organization’s brand with every contact – on the phone, on the web and face-to-face. Organizations who have reinvented their hiring process now hire more selectively for talent and fit. They reject the skill and experience resume because its format doesn’t share meaningful hiring information; they now insist on a talent or behavioral-based resume. They host powerful and effective talent-based interviews. They commit to knowing more about their candidates before they consider bringing them into their organization. They know in today’s tight economic times that they must get more done with less, and they expect a greater return on their payroll dollar investment. They have reinvented what they need in each role, how to source it and how to interview for it. Great organizations are always ready to reinvent.

What in your business needs reinvention? What in your business looks like my friend’s living room furniture – outdated, uncomfortable and needing an update? What is the impact to the bottom line of not updating or developing a workplace culture that stays current and is ready to reinvent?

Contact me for help learn how to reinvent your best workforce, and check out more resources at www.LiveFiredUp.com. Please forward this to someone who will benefit from it.

You Say You Want A Great Company…

Sunday, December 5th, 2010

But you know how it goes. You can’t have a great company without great people.

This past week the NY Times columnist Tom Friedman wrote an OP-ED titled, Americans Want the Greatness Back. He presented some startling statistics that nearly half of the Americans who vote feel that our best days are behind us, not ahead of us. And though his OP-ED is more about what changes may need to happen in our political process, his message is clear. Greatness as a nation can only happen when we each recommit to personal greatness.

So back to my opening line, you can’t have a great company (country, town, organization, family, etc), without people who choose to be great. How do you inspire each employee to choose greatness over just showing up?
Consider these ways:

1. Clearly define what your company believes in and its commitment to greatness in all it does; this attracts like-minded people. You set a standard and belief that guides not only who you hire, but what behaviors are expected once they are hired.

2. Hire the best people for the job; hire based on talent and fit, not just on experience. This way you hire people capable of greatness because their work matches what they are intrinsically good at. Employees who feel capable and competent perform at greater levels.

3. Connect employees emotionally by customizing their jobs around what they love and are interested in. There are few jobs that employees love everything about. But if jobs are sculpted around employees’ interests, passions and values, employees become more emotionally invested in their work. This raises their effort, interest and performance – their greatness.

4. Openly value your employees by building strong personal relationships with each through constant communication and contact, performance feedback and honest interest (see this issue’s Recommended Read). Employees who are personally connected to their managers, team and organization, feel more part of the team and therefore commit greater effort.

Personal greatness must be inspired, encouraged, developed and applauded – this is part of management’s role. And the more personal greatness grows, the more organizational greatness will grow. Great organizations realize that they are great because their employees have chosen to bring their best and to make an impact – they have chosen to be great. And if we can rekindle it in the workplace, we may be able to rekindle it across the nation.

Please share this with someone who can benefit from it and contact me to help you learn how to activate the personal greatness of your employees. More information at www.FireUpYourEmployees.com.

Head-Shaking Service

Sunday, August 29th, 2010

Do your customers shake their heads in disbelief – not because things are bad – but because things are amazing… no, extraordinary?

I read this great new phrase, “head-shaking,” in an article in Staffing Management Magazine that describe the responses customers have at Umpqua Bank, a Portland, Oregon-based bank chain. Not only has this bank ranked in the prestigious 100 Best Places to Work list for the fifth consecutive year, but it is also a bank – at a time when banks are so unpopular.

This organization has a culture that engages and inspires its employees. All employees are actively focused on exceptional service and are committed to the goals and direction of the company.

So I have to ask – why is this the situation the exception instead of the norm? Why are we so impressed when employees provide outrageously great service, and that employees could actually like working for an organization?

More and more organizations are becoming aware that what drives the bottom line is customer loyalty, inspired by employees who consistently do exceptional things for customers to engage them emotionally in the service event. Most any organization can ensure a customer gets what he asks for. But this level of service does not inspire customer loyalty – only satisfaction. And satisfied customers don’t necessarily come back, and they rarely tell their friends about you – loyal customers do. Loyalty drives the bottom line.

So to move from satisfaction to loyalty requires employees who not only work hard to always get it right for customers, but are emotionally invested in doing the extras to win customers for life.

So let’s look at what needs to be in place to engage and inspire this kind of employee performance:

1. The employee must be working in a role in which he feels capable and competent, and which appeals to him. Great performance never happens when employees are not good at, or hate, what they do.

2. The organization has a clear and compelling vision (“why” statement) that attracts like-minded people as employees and customers, and a commitment to greatness.

3. Management believes that it must first be an employee-focused workplace, and by building a culture that supports employees, the organization becomes a customer-focused organization. The workplace openly values, communicates with and respects its employees.

Organizations like Umpqua Bank understand the connection between great results, loyal customers and engaged employees – they work daily to create a powerful workplace culture that activates and supports the best from their employees. Then, employees are emotionally invested into the process of service greatness – they own their work, their impact, their reputation and their results.

How “head-shaking” is your service?

Please pass this on to someone who can benefit from it and contact me to help you create an employee-focused workplace capable of providing “head-shaking” service.