HRCleanUp

Customer Service? Circuit City Sees the Light

On December 3rd, 2007, I wrote a post called "Disturbing Information"  My post talked about how Circuit City fired all of its educated, well paid, employees.  Then, they offered them their jobs back for less money.  Circuit City decided that they were dispensable and didn't really impact the bottom line.

Well, a few weeks ago-July 23rd to be exact, because I was in a hotel, I was reading USA Today.  The front page of the Money section had an article titled "Electronic retailers find service sells--Layoffs of tech-savvy staff hurt Circuit City business".

DUH.

Have you ever tried to decipher the differences between the 50 36" flat-screened televisions at a big box store?  My mind goes numb every time I have to go into one of those stores and deal with the idea of plunking down $1,500.00.  Oh, and the extra $300.00 "just in case your brand spankin' new TV breaks down".  Hold it.  I won't go into how I feel about extended warranties and the pressure to buy them.  That is another post for another day.

The competition today is fierce...even more so with the slow economy.  Every single retail sale is important--or it should be.  How could any organization ever think that getting rid of the educated employee was a good idea?  It is completely contrary to what good employment is all about.  When you get an employee who fits the culture, likes the job, and is good at it, you need to do everything in your power to retain and grow that employee.

Take my friend Brian who works at The Gap.  He's been there for over 15 years.  I'm guessing he is well paid.  How much knowledge do you think Brian has locked up in his brain?  How many customer's know him by name, trust his judgment, and stop in just to see him--I'm guessing a lot.  How many employees go to him for guidance, knowledge, and a reality check--all of them.  Why would you want to dispose of a valuable resource like Brian?  The answer:  YOU DON'T.  Trust me, you don't.

Hang on to your skilled workers.  Pay them what they are worth.  The rewards will be tenfold.

Want to learn more about selecting skilled workers?  Check out my company Profiles International.

Myths and Realities of Trust

MYTH:  Trust is a soft nice-to-have "social virtue"

REALITY:  Trust is a hard-edged "economic driver" because trust always affects two measurable outcomes:  speed and cost.

MYTH:  Trust is slow

REALITY:  Nothing is as fast as the speed of trust

MYTH:  Trust is build solely on integrity

REALITY:  Trust is a function of both character (which includes integrity) and competence

MYTH:  You either have trust or your don't

REALITY:  Trust can be both created and destroyed

MYTH:  Once lost, trust cannot be restored

REALITY:  Though difficult, in most cases, lost trust can be restored

MYTH:  You can't teach trust

REALITY:  Trust can be effectively taught and learned, and it can become a leverageable, strategic advantage.

MYTH:  Trusting people is too risky

REALITY:  Not trusting people is a greater risk

MYTH:  You establish trust one person at a time

REALITY:  Establishing trust while one establishes trust with many

MYTH:  Trust is a noun only.

REALITY:  Trust is both a noun and a verb, a value and a competency.

Source:  Chief Learning Officer, May 2008, Stephen M.R. Covey

Back from Vacation

I spent a week on Cape Cod, in Provincetown to be exact and it was a much needed break.  I spent as much time as possible sitting  on the beach.  The evening was filled with carousing through town and spending time with friends.  All in all, a perfect week.

I find it amazing how we have come to undervalue the need of a vacation.  We seem to think that we can work all of the time--just look at how the US compares to most developed countries in terms of required vacation time.  Let's look at some statistics:

According to Hewitt Associates, the country with the most vacation days is Denmark with 31, followed closely by Austria and Finland at 30 days. France and Norway are at 25 days, Germany at 24 days, Belgium, Ireland, the U.K., the Netherlands and Switzerland each at 20 days. Non-European countries measured include Brazil at 22 days, Australia at 20 days and Colombia and New Zealand each at 15 days. The U.S. is second from the bottom with 10 days, tied with both Canada and Japan. Only Mexico, with a piddly six days, offers employees less vacation time (source:  The Vault). 

Knowledge workers   need time away from work in order to have sustained productivity.  It becomes even more important when you are are considered a member of the creative class.  Why does the US lag so far behind other industrialized countries when it comes to vacation?  I think it because, as employees, we have allowed work and free time to merge together.  And why not?  Remote access tools have given us so much freedom when it comes to work--and it has also created new ties that bind (and gag) us to the office. 

I know it is tough, but unplug once in a while--even for a day or two.  No business will shut down if we miss a conference call...I promise.  Take the time that is given...every single day of it.  You only have a limited amount of time on the planet...make sure you take some of it for yourself, your friends, and your family.

You won't be sorry.

What's your vacation policy?  I'd love to hear from you. 

Office Bullies

Today's Boston Business Journal featured a front page article on Office Bullies.  I'm sure that many of you have been the victims of the office bully and if you read my blog, I'm assuming that you are not an office bully!  While it is never pleasant, it is omnipresent in today's workplace.  I fully believe that a thorough assessment program can help an organization mitigate the number of office bullies that are hired.  We've got to learn more about what makes people tick before we hire them!  Learn more about assessment solutions from my company, Profiles International.

Read the full article here.  Check out my quote towards the end!

On Vacation

HRCleanUp is taking a two week, much needed, vacation.  We will return on Monday, August 18th.

We'll see you at the beach!

Friday Fun Facts

When asked who should enforce environmentally sound practices, respondents said:

1. Government, 40%
2. Individuals, 39%
3. Business, 13%
4. Schools, 9%

Source:  Disney Family.com survey of 8,000 adults Feb. 22-March 17, 2008

Corporate Involvement in MySpace?

In this past week's issue of the Boston Business Journal, an article called "Businesses set social boundaries for networking sites",written by Lisa Van Der Pool , caught my eye.  Why?  Because about a year ago, I posed the question to many HR professionals and they were completely ignorant about social networking and blogging in general.  If you would like to refresh your memory, click here.  In fact, no one that I asked had even thought about a policy around Social Networking behavior. 

It is no surprise that the charge is being led by a law form.  They are in the process of writing guidelines for LinkedIn for its 130 attorneys.  The article goes on to say that the firm isn't as concerned about Facebook or MySpace (I'd bet they would be surprised to learn how many of their associates are also part of Facebook and MySpace).  The spokesperson goes on to say that  "Attorneys are governed by rules of confidentiality.  It's easy to forget that when you're involved in some Internet connections which seem informal."  What do you think that means??? 

According to the article, 22 percent of companies have outright banned the use of social networking sites.  Then, of course, there is the complete opposite going on.  Arnold Worldwide (A leading advertising firm here in Boston) has created their own "Arnold Fan Club" site within FaceBook.  Instead of worrying about what their 23 year old associates will say, they are just going to let it happen.  Their associate director of marketing states "'I'm hoping to use it as a communication vehicle".  Again, what do you think that means???

Whatever your corporate policy is, people are going to use Social Networking Sites.

I don't think that we'll ever be able to put that Jeanie back in the proverbial bottle!  So, I think, we have to take the best from both of the examples above.  Social Networking is just going to happen.  What we can do, however, is issue corporate guidelines about what is put on a personal page vs. what goes on a professional page. 

And at the end of the day, we need to remind people that the sites are public.  If you don't want your boss or future employer to know something about you, then don't even think about posting it online.

Friday Fun Facts

This one is dedicated to my friend Carolyn Bender at Drawing In

Where kids check out the library

Nationally, more than a third (34.7%) of public library circulation is children's material.  States where children's materials account for the highest percentage of circulation:

1. Vermont, 41.5%
2. Nebraska, 41.2%
3. Minnesota, 41.0%
4. Idaho, 40.5%
5. Georgia, 40.0%

Source: Public Libraries int eh United States:  Fiscal Year 2005, National Center for Education Statistics.

Time to take a Mental Health Day?

It’s Time to Take That Mental Health Day

It’s the age-old question: should I take the day off today or haul myself into the office when all I want to do is sleep in?  The answer is: take the day.  If you are someone that shows up to work everyday and are a positive producer when you are your job, then the occasional, unplanned day off is an excellent idea.  I’m talking about taking an odd day off, not a vacation that you’ve had scheduled since the beginning of the year.  If you take this day off you will be doing your sanity a tremendous favor.

The caveat to keep in mind is that this is not to be a regular occurrence.  First off, it is unprofessional to take too many personal days.  That fact aside, you’ll be defeating the purpose of taking a mental health day.  The mental health day is there to help you fight the fatigue that comes with working at least 40 hours a week, every week.  If you take a day off every three months or so it will be a legitimate treat for you.  If you abuse this practice then you will not really need the day off because it will be something that you’ve come to expect.

What should you do on your mental health day?  The answer:  anything that is not related to your job.  People these days have a real problem leaving their work at the office.  This is made more difficult with the 24/7 mentality that has been fostered by text messaging, e-mail and blackberries.  But if you’re taking a mental health day then you have to avoid anything resembling work.  That’s right you’re taking the day off which doesn’t mean you’re just not in the office.  Take advantage of this precious time away from the job.

If your spouse and kids are at work or school then you can really make this a personal day.  Take a day trip and do something that you never get a chance to do.  Take a cruise to the beach or out to the country.  Bring your bike or go for a jog.  Remember this is your chance to clear out your mind.  Getting back to nature is a perfect way to achieve a clear mind.  Maybe you could go somewhere that you used to go when you were young or at least before you started working.  This technique not only makes you feel younger but can help you center yourself as you’ll be putting yourself in a setting that can be very soothing.

The key to remember is that this is your day.  It doesn’t belong to your boss or the guy in the cubicle next to you.  Do whatever it is that you daydream about when you’re slaving away late on a Friday night.  And don’t be ashamed that you’re taking this day off.  Many people worry about what their boss will think if you take the day or what your colleagues will say when you return.  You work hard for your salary and health benefits.  A personal day once in a while is just as important.  Enjoy!

Jay's Note:  I can remember my mother taking a Mental Health Day and that meant a trip to the Smithsonian Institution for us kids.  It was a great time and I think our whole family benefited from her "Mental Health Day".

This article is contributed by Heather Johnson, who regularly writes on how to become a production manager. She invites your questions and writing job opportunities at her personal email address: heatherjohnson2323@gmail.com.

It's Raining in Ogunquit

I've spent the last couple of days in Ogunquit, Maine.  Ogunquit means "Beautiful Place by the Sea" and it is.  I always like coming here--the pace is less hectic than most beach areas and the town is quaint but at the same time it has great night life and good restaurants.  But what I like most is the fact that it is Maine and you just can't take Maine out of Maine. 

I've been observing how hard the people who own shops and restaurants work.  They seem to be on auto pilot doing everything at once.  I've also noticed that a lot of the help is "not what it used to be" and seems to require lots of direction and doesn't appear to have a lot of motivation for a job well done.  I know that there are exceptions but it is interesting to watch one person, the owner, run circles around everyone that she has hired--including the busboy.

My friend Ken owns a hugely successful Inn" (I put "Inn" in quotes because it is a huge property and is really a boutique hotel).  He was lamenting about the "lack of good help" and shared with me some of the realities.  Some of them are Catch-22's like the fact that bar revenue is slow so it doesn't matter that the bartender can't make a Cosmopolitan without the recipe book (and even with the recipe book it was terrible).    But you've got to wonder if you had a great bartender, would the bar fill up?  I tend to think it would but then again, I'm only here for two days.  Ken will be here a lot more than that!  But again, most of the time, he finds it is a lot easier to do most of the work himself.  It is just faster and more efficient.  I'm trying to convince him to use a quick assessment the next time he hires staff.  It would be nice to know if they at least have the intention of coming to work on a regular basis.

When people have a vested interest in the success of the businessess, they tend to act like they have a vested interest.  That means that they will work themselves to death until the business is either a huge success or a dismal failure.  Either way, they will go with the proverbial ship.  If they are lucky, they will live to see another season.  If not, we'll see someone else's dream in that same spot next year.

Oh, and if you sit at your desk and romanticize about owning a bed & breakfast, I can give you Ken's number...his is for sale.