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Posts Tagged communication

Helping staff to get what they want

Jan 24

Posted by Steve Gray in Leadership, People!, Planning, Risk Management | 1 Comment

When it comes to dealing with staffing issues it seems as though there are always going to be those who want to help themselves and then there’s the rest.

What to do when you are staring down the barrel of staffing challenges and this is just one of your starting points?

In a previous article I looked at What Staff Want. It gives some interesting insights, but how do you figure out how to deliver the things they want or need and get to that point effectively.

Let’s go for the easy option, Brainstorm…

If you already know what they want and or need to do their job effectively, then facilitating a session with them will assist them to at least understand you want to assist them, and give  you an idea of if they want to be assisted.

The real aim is to use the “Collective Intelligence” to get information happening and ideas explored.

You could start out with the list of what people want, then jot down some ideas in advance  of things you believe might match to the job, tasks, attitudes and beliefs. Then you have a chance of connecting with them when the discussion starts and they are scrambling to find ideas. You would probably use your information to enhance their thinking processes if they get stuck, you might add in a pointer relating to an obvious task to spur them on.

Brainstorming can be easy – Set some guidelines and go from there.

  • All ideas are good ideas – We can focus on the good ideas later
  • Feel free to share – Let people freely add in and occasionally encourage the stragglers to also put in. Invite them to help make things better
  • Our aim – To explore ideas on improving this business unit – “We have challenges what will improve things?”
  • Work to a time frame so they don’t just lounge about for ages, aim to get ideas on to paper fast.
  • Pose some questions to be answered – Perhaps this is the initial brainstorming, getting the issues out as THEY see them, then getting them to provide ideas to answer them
  • Write fast, and prod for more ideas – Actively explore concepts as they arise
  • Consider a mind map – Do an internet search on the basics of this, it can be a very visual way of getting the thought processes working.
  • Collate the main ideas and share them once they are typed up – This can then lead to a plan of action or an attitude shift to some degree.

A brainstorming session should be positive and free flowing. The team should not feel like they are working under duress to come up with ideas. Hopefully after doing this session you will be able to find some excellent starting points to work from. Chances are the team had all the ideas and answers and you were able to positively, openly and honestly listen to them work through the challenges.

 

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What staff want

Jan 17

Posted by Steve Gray in Human Resource Management, Leadership, People!, Planning, Risk Management | No Comments

As a follow on from the series dealing with staffing issues  this article explores what staff want, when you know that and provide it, then you will find it easier to keep them happy. Believe me it’s important.

Keeping people happy is one part of the whole business matrix… customers or staff, the common denominator is that they are all people.

To keep one person happy you might find their definition is built on getting a reasonable amount of work done in a standard working day, churning through mountains of meaningless paperwork. Meanwhile the next person is kept happy by having variety and not just being stuck in an office.

So what are the core things they want and how can you provide these for them?

Here’s my list.

  • A sense of belonging – Being valued by others, even in minor ways can help to build and maintain their workplace sense of esteem
  • A sense of achievement – Some will want to work their way up the corporate ladder, set goals and achieve them
  • Contributing and adding value – Beyond their basic agreement, work targets etc, they feel as though they have contributed to the whole business machine
  • A sense of purpose – It’s not a meaningless job, it has a role to play and they can clearly sense that
  • Organisational integrity – It’s about security, if they know the organisation has integrity they then have a foundation they can believe in and stand by. No integrity, the foundation can give way at anytime this leads to insecurity and can be a reason for staff turnover
  • Control – For some this can mean the security that comes from having some measure of control over their situation, it might be minor. For others they want the chance to take control of a department, or a division depending on their level of drive or motivation
  • They like be challenged – In ways which suit them, not you. For some it will be big challenges for others it will be meeting a small quota. It comes down to brain stimulus
  • They have a suitable work environment – Where it can be controlled, think about it you spend 8 or so hours a day in the business, do you want to spend 8 hours in a hovel or 8 hours in paradise… The choice is a no brainer right? So what’s your environment like? Sure paradise is a BIG step but making it better might only take a few tweaks and a small amount of cash. For those out on the road for instance in a company vehicle, is it clean neat and tidy, new, old, in good repair or a rust bucket. Oh and the Lunch room, a place to relax and unwind, or a stinking cesspool of yuck… (broken chairs etc.)
  • They have the right tools – Newish computer – Quiet keyboard – Suitable work chair – Effective other tools

Are there others? Probably, it’s up to you to find out. But armed with this as your starting point you can soon see the sorts of core things staff want. Go and chat with your staff and find out what their wants are.

Now you know what staff what, here’s an article on how you might explore this further.

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Dealing with challenging staff 2

Jan 16

Posted by Steve Gray in Human Resource Management, Leadership, People!, Risk Management | No Comments

Leading on from the other post on this topic. You want to deal with the staff member who is causing some grief (or could be about to) how do you go about intervening to find out what you need to know. The big thing is to get them onside so they will want to chat to you about the issue with ease, the last thing you want is for them to later on suggest they were under some form of duress, caused by you in the questioning phase!

The aim is to have a staff member who is relaxed about you chatting with them, so you can keep them onside and willing to discuss issues rather than some adversarial situation they can get annoyed about.

Here are a few points to consider;

  • You are aiming to make an assessment not a judgement – There is a difference, assessing the situation means researching and working the facts, judging may well mean you could start off on an accusatory footing. Aim to get solid facts first.
  • Avoid cornering or accusing them – They may deny anything, then you will be in a harder place trying to get information as they withdraw and may start to lay blame or justify their position – Think about if you would like to be cornered and how you might respond
  • Keep things open and honest – You want them to feel as though they can readily and easily relate the information you want with no pressure, lies or any form of creative avoidance
  • Ask “Is it okay if we have a chat about work…” – This way you will have a good chance of getting their permission to chat about the issue/s. Avoid asking “So how’s work going” this can set them up to say “Ok… why” and then be on the defensive
  • Try the research method – “I’m chatting to a range of staff about things to do with the business, ideas for improvements, how people are going, that sort of thing. Can I do some research with you?” – This can give you permission to ask questions about the business and related info
  • Spend some time with them – This may not be suitable in every situation, but perhaps you can spend some time with them “on the road”, meet them on site, or perhaps sit with them for a while in their workspace (maybe chatting about a specific task to begin with.)
  • Make it happen fast – Once you have suggested you want to catch up, make sure you avoid dragging things on, this can cause unnecessary worry all round.
  • Take good notes – Leaving this part until later can be a trail fraught with danger, collect facts, not hearsay and allegations. Feel free to read back the details and see if they agree with what you jotted down. Consider asking them if they want a copy.

Now that you have set up the chance to have a chat, what will you say? Well it’s going to depend a bit on the angle you take I guess, personally I favour the research method.

  • Give them the chance to say nothing! – Somewhere in the opening questions if you can throw this in it can be very useful, “Feel free not to say anything if you wish, it’s up to you” this takes the pressure off straight away and allows them the option to avoid things, chances are they will actually switch on internally and answer practically any question you pose to them.
  • Begin with some easy things – “if they have a new vehicle, “So how’s the new vehicle going, one of the other guys is not sure about his…” or “This last six months has been really busy/quiet   how has that been for you?”
  • Look for lead ins – They answer one question and it leads on to another that fits well to you finding out more, or causing them to open up more.
  • Stack questions – Putting together a bunch of questions in one hit can cause the person to start talking and not stop for a long while – basically you set their brain firing on a range of questions and they just start to respond. It could start like this…”We have been busy this past month don’t you think, It has been for me, and then the summer kicked in and we had those orders come from the retailers, do  you think the upgrade to the computer helped with at or was it just me that thought it struggled, anyway… That’s not what I wanted to ask really… any how, what’s been happening in your area?” – With practice you can stack questions with ease and sit back for a while and get more than just yes’s or no’s to your key question/s
  • Work from their viewpoint – How do you see things… how do things feel for you… what do you believe is happening… Do things sound ok from your end? This works from an old American Indian saying of “Walk for a while in the other person’s Moccassions” this can then allow you to get their perspective and may lead you into more of the right questions and or give you some empathy for their viewpoint. It may also give you the real reason they are doing what they do, rather than some smoke screen cover up.
  • Small talk can be useful but… – For some people using small talk to lead in to a conversation is normal, easy and very useful, for others however it can be a slippery slide to disaster, with the other person smelling a rat very fast, putting them on the defensive. Know your people, so you can craft your approach to fit to their needs and situation, use small talk for those that do and avoid it for those that don’t use it.
  • What’s your biggest challenge and why? – Sit and listen carefully after you ask this one, and ask it only when you are sure you have a measure of trust with them. If they ask for clarification about the question “Personal or professional challenges?” then you are getting closer to the real question, it can get more specific after that as well and perhaps you can use that to your advantage to clarify more questions with details.
  • Feed it back to them – Sometimes you can read info back to people to clarify what was said, any points they disagree with you can modify to suit. This is the best time to clarify things while things are still fresh in both parties heads.
  • Ask them for answers – “Our chat has identified a bunch of things, if you could solve these challenges, what would you do?” Then sit and listen carefully, you may get some great answers to some big issues, but let them have the chance to respond. Often people will start out by saying “I don’t know…” Then launch into “Well what I would do is…” then take great notes as they unload.

Now you have some solid starting points for  your intervention, hopefully you will get some great information to work with, their views, their reasons why or why not and the chance to provide some answers, hopefully all of which was done with minimal hassle and discomfort. Your next step will probably be to act on your findings, that could raise a whole bunch of other issues for us to explore another time.

Has all of this caught your interest? Well it should and to really get a handle on things consider this, what do your staff really want? find out in the next article, what staff want.

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The problem with customers is…

Dec 14

Posted by Steve Gray in Excellence!, People!, The Customer Service Dept | No Comments

They want to be loved – Yes you read that right, loved.  Think about it there are few who don’t want to be loved. So to make sure your customers are going to be great fans of your business and come back to buy time and time again, love them.

Here are some ways to give it.

  • Make things to go smoothly – If there are hassles things can go bad fast.
  • Give them timely responses (not waiting) – Make sure you connect with them as fast as possible, they will appreciate it and you will stand out from the crowd.
  • Show great courtesy (the best service wins) – Manners matter.
  • Respect, their views values and ideals – That does not mean you have to change yours to meet theirs just respect them.
  • Give them clear explanations in their language style – Speak at their pace using their tone etc.
  • Keep them informed – We have ordered that for you, we will call when it comes in…
  • Acknowledge them – Hello – Someone will be with you soon.
  • Listen to them – Active listening means you pay full attention to what they are saying, be there (in the moment as they say) so they feel as though you are focused on them

If your organisation is doing this part of customer service  right, then you have a chance to impress people and provide them with what they want, solutions to their needs and wants. Now that’s another story…

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How team training can fail

Nov 28

Posted by Steve Gray in Human Resource Management, People! | No Comments

As much as I love training people, I have to say most team based training seems to be an out and out fail. Here’s why…

  • Team exercises – Most people hate the ‘team building’ exercises, then they get into it and like it and then realise there was low ongoing value, but they had a break from work, they just tell the boss it was ok.
  • We are a team already – if there are challenges, forcing us to do something about it might just annoy us further. Perhaps HR should have hired decent new team members in the first place! It’s their fault. – Sometimes the way to change things is easier than having people out on a team building exercise, perhaps a series of chats from their ‘coach’ or team leader (same thing) is enough to find an elegant solution or raise awareness of issues.
  • Take me away – Taking me away for the weekend to a conference, seminar might seem nice and a big commitment from the company to show it cares, but if it’s my family time, forget it, I will probably just resent it for the first part of the event if not all of the event – Doing it in work time may look like I am getting out of work, but Most will figure that the work does not go away and it might just create more stress.
  • Spend the training $$ – I put down we need to do some team building exercises, because usually they are fun, and hey you’re the one allocating the training $$ and if we don’t spend it we lose it. If they are going to do training they want to have a good time and hey, if push comes to shove they might be able to justify it.
  • What team issues? – What else in the organisation might be causing the supposed ‘team issue’? Could it be a lack of Leadership, direction, adherence to Co guidelines etc… – There is an old saying that says “Resistance builds first, followed by resentment and finally retaliation” when things start to go astray start asking what’s causing people to become resistant to things in the first place? Then work on that, well before resentment leads to retaliation!
  • As a team leader, someone from ‘above’ says we need to do this, why wasn’t I consulted… – see resistance, resentment, and retaliation!
  • Does it pay? - A program scheduled over a number of sessions takes people out of a productive work environment and the $$ invested better come back in increased productivity fast. Chances are the $$ return will take a while no matter what the program time frame, even then there are no guarantees, so any benefit may fade over time, just in time for the next team building exercise!
  • Programs that create tight knit teams seem to adversely effect the productivity, what gives with that! – Simply put if people get on really well together they start to care on a deep level, before long they are a closely connected group, they worry together, laugh together, share lots of things together, how on earth do they find time to work!

 

Please understand I see training as a vital part of successful business operations, just that it needs to be relevant, useful and valued in general. If it annoys people and they can’t appreciate the value readily, you might do better to direct the training $$ into other areas.

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Who are you listening to?

Nov 24

Posted by Steve Gray in People! | 1 Comment

In business you will get a wide range of input and information from all manner of sources. Your general staff, your supervisors, middle management, consultants, accountant, salespeople, your partners (biz and life), your self , oh and the customers…

So who are you listening to specifically?

I guess it depends on what is being said and who is saying it. If a general staff member is saying there is an OHS issue then you will probably be listening intently, but if it’s another issue which could waiver in direction how would you listen, intently, vaguely or other. If it had a positive impact on your bottom line you might listen closely, but if it looked like the opposite you might discard it, but what if it was the sort of thing which could have a long term positive effect but it was not obvious at the time.

If it is the latter then you might ll9isten intently if the person telling you is somehow influential and you take action at everything they say. however if the person isn’t influential a great idea might go by the wayside fast.

Then the trick comes down to your self evaluation of what’s being discussed, may I suggest you listen to everything as if it’s being told to you by a person who’s view you respect (or you are influenced by) and evaluate it from that view (do your due diligence).

You might be surprised at the information you get and the value of it if you do listen carefully as if everything matters. Chances are it will matter, it’s just a question of when.

 

 

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Connected people

Nov 23

Posted by Steve Gray in Excellence!, Growth, People! | 1 Comment

You have staff, you have customers, how connected are they?

How connected are you to your team?
How connected are the individuals in the team…

Does it matter, yes… and here’s why.

Your people are your biggest asset, they do the things required to cause customers to pay for the products and or services you provide. No connection, means no communication, no communication no sale. Here’s the issue, its all about having a ‘suitable’ depth of communication.

The same thing applies to the internal customer communications, no communication, no connection, therefore there is probably a low care factor. (seems obvious now I spelt that out huh…)
Change it, discuss it, explore it, push it, use the term “Care Factor” and raise it to a suitable level (too much can push things over the edge).

 

Now take a look at your “Care Factor” for ALL your team. Here’s some pointers to consider.

  • How much do you know about your people?
  • Ask them about their day, weekend, issues, thoughts, perspectives etc.
  • Chat about their hobbies and interests.
  • Discuss work issues face to face every now and then (not just by email or a brief chat as you pass in the hall way).
  • Invite them (not literally) to ask you about your interests etc…

Some of you will find this easy, others will struggle and have probably stopped reading for fear of connecting with their staff! Think about all of this carefully, because at the end of the day no connection means no sales, and business needs sales! (one way or the other).Your next questions should be how do I/we connect better! :)

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Innovation how does it work?

Nov 22

Posted by Steve Gray in Excellence!, Innovation and Creativity | No Comments

Some recent findings on innovation by Dr Ralph Kerle raised a few questions about the state of innovation in business. Let’s take a look at what he found after running a workshop with world leading organisations His workshop was titled Understanding the Discipline of Innovation in Organizations

Four interesting findings about innovation emerged from his workshop.

  1. Most large organizations have or have had innovation processes in the form of idea programmes in place. They work to varying degrees, none appear highly successful.
  2. Most organizational innovation produces isolated successes, yet does not sustain organizationally over long periods. I used a case study with a 6 year life cycle and that represented a lengthy period according to the participants.
  3. None of the innovation programmes discussed had benchmarking or on-going measurement associated with them enabling decision makers to value organizational innovation. Once the innovation had been implemented, it was regarded simply as a part of the business regardless of its impact. As a result, it appears decision makers in organizations are not able to meaningfully assess over time the value of innovation programmes or processes.
  4. Whilst innovation programmes might be considered part of an organization’s core values. if they don’t have senior leadership driving them in a coherent and disciplined manner, they have little chance of being considered truly strategic and are likely to die if there is a change in leadership.

Dr.Ralph Kerle

 

Let’s start with what innovation is, it’s either a quantum leap or incremental process, either way it’s about finding ways forward to produce an organisation which can function more effectively.

The big thing, it’s often about using creative thinking processes to spark the change, however most business processes follow logic and are not often linked to creativity even though they look to innovation for a “way forward”.

There’s the challenge, to take a logical organism (business) and marry it with creative thinking (ideas and processes which may have only a few logical processes as part of them). Especially if there are few examples of creativity making big inroads into business development. (Some would argue market leaders like apple computers fly against this).

 

Some thoughts

  • Use innovation
  • Value innovation
  • Push to innovate
  • Explore it!
  • The board should be creative junkies
  • The board should be implementing it at every level
  • The team don’t get it because they are following the lead (fail on creativity guys)
  • Forget JUST innovation go for creativity and see what happens (does it lead to innovation, usually yes).
  • Measurement, take a look at the bottom line, are there more dollars, is there greater retention of staff (therefore some reduced costs), are staff happier? You get the idea make a big list and see if the creative invasion has made a difference
  • Ask your team to brainstorm the difference innovation and creative approaches might make, then measure that
  • Does your organisation have a culture which can handle creative approaches, if not why not and how might you alter that?
  • How does the main team get to value creativity and innovation?
  • Do your team say “Oh no another silly thingy we have to deal with from ‘upstairs’” or do they look on with interest.
  • Plan do check act – try – do check act plan…
  • Improvise adapt overcome – try – adapt overcome improvise…
  • Replace “They won’t go for that” with “Go for that it might just make a BIG difference”
  • Replace “do it now” thinking with “do it yesterday?”
  • Think save the world with our actions because we can, via innovation
  • Think… explore… create… and or ANY combination of those
  • Ask, is the ball rolling effectively or are there any obstacles in it’s way? Now innovate that for results. BIG results
  • Pose creative questions at all levels, all the time
  • Ask for creative responses to challenges (you shouldn’t have to after a while)
  • Ask, what creative process do I not know about that we can use now…
  • Hire for creativity first skills, passion and abilities second…
  • Hire based strongly on “What creative or innovative thing propelled you in your last role?” (even if they are applying for a menial role)

Enough, either see the road blocks or create the road ahead, make it a golden one with all the trimmings thanks.

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You want them to do what?

Nov 16

Posted by Steve Gray in The Marketing Dept | 1 Comment

When it comes to marketing, there are a bunch of questions I believe are important to consider, and I want you to ask these questions about your marketing.

What do you want them to…

  • Think – The message the marketing in front of the person either makes you think or not. The depth and length of that thinking is probably quite important, I figure as long as it leads to the next step then it works…
  • Feel – Does this follow thinking? How do you feel now that I challenged you to contemplate that… :) (deep huh) but the marketing message (image and or text) probably pushed a few internal buttons to get  you to feel a certain way once you thought about the message
  • Do – Action follows feeling as they say… therefore do you want them to sign up – phone – drop in – scan a qr code – read more – follow a link or…
  • Believe – The did what you asked (action) do they now believe even stronger that what they did was the right thing to do, I sure hope so.
  • Value – At some stage (probably after they have received whatever it was they get from taking the initial action) they will make an assessment about what they have received, if it fits to or exceeds their beliefs about it, and feel good about it then they will value it positively, if not bad news for you!

Get the message/s right so people value what you provide. That will then squeeze out the competition and give your business the edge, and what better place to start than with their  initial contact with your marketing message.

Naturally enough it’s one thing to have a starting point, another to be able to make it happen at other customer contact levels within your business.

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Step in early or wait for the problem to arise.

Sep 14

Posted by Steve Gray in Leadership, People!, Risk Management | 1 Comment

It’s a dilemma many Supervisors, Managers and Leaders face. You have a team who waiver from the path occasionally, do you let it go until it becomes a problem, or do you step in early and keep things on track.

I figure if you take a Leaders view you provide the guidelines so the team can follow the lead, therefore you don’t wait for a challenge to arise, you provide a great set of guidelines to ensure things stay on track. If things stray from the path, you then get to put on your ‘coaching hat’ and provide support to ensure the team are aware of the guidelines and assist them to explore how they might have ‘strayed from the path’.

This is one of the reasons I often suggest a great set of Values – Mission and Vision be in place as a foundation to always work from. It allows the Leader to have back up, to allow the team to explore if they are holding true to the values of the organisation.

I guess it becomes a case of ‘see something, do something’ before things become an issue. In a decent situation it can be more of a chat which takes place asking questions about how things are going, and what sorts of examples the team may have about how things are going and if they match to the values etc.

This can be a more powerful position to work from as it works more on the teams internal motivation and thought processes rather than having things imposed or pushed on them when challenges arise. It’s as if they have come up with the solution or drive to solve the challenge, rather than being told the answer.

The real trick to all of this is getting things to fit to the way people communicate – If people are not used to being asked questions relating to ‘values and beliefs’ then they might find it hard to respond, let alone act on the information. However the Leader who is a more flexible communicator will find ways to weave these into normal conversation and start the ball rolling, perhaps using examples of how things might fit in certain situations.

Be flexible in your approach, get in early and lead the team then tweak the details to suit, I’m sure you will find leadership can become a whole lot easier if you try this out.

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Dear Customer Relationship Executive… ERGH!

Aug 11

Posted by Steve Gray in Excellence!, People!, The Customer Service Dept | 6 Comments

Dear Customer relationship Executive.

Many thanks for the phone call recently, I note the last CRM person did not last long in the role… Pity, like you, he sounded  good on the phone, sent me a business card and an intro letter. He also asked me how my car was going. Nice…

Slight problem, the only time anyone has been in touch, has been to send me a Christmas card or to let me know the CRM person has altered.

Sure you did ask if I was thinking of upgrading my vehicle… (nope but I figure you get that kind of ‘smoke screen’ from a lot of people).

I figure you probably make such a lot of calls and get so little from it, iot would look good for your weekly stats however. The good thing about your call is it set me thinking, (And thanks for the nudge!) here is what I thought.

Nice that you called, but where’s the add on, the incentive, the relationship building, the “Hey next time you’re near here drop in for a coffee.”

Ok, so being the generous soul I am, may I give  you a few free chunks of info on how this could all alter.

  • The email program your dealership has is okay, but can it be tweaked to take into consideration my interests and let me know about things related to my interests? – Maybe
  • Can you send me a birthday card, a hand written one? – Yes
  • Can you chat to me about my interests and send me little snippets you might find (other than via email) ? – Maybe
  • Can you send me updates on programs your organisation is supporting? (Oh, so you did send me something once… er… what was it again?) short answer… Yes
  • Could you share stories of other people using the same type of quirky little vehicle I buzz about in town in… er yeah!
  • Could you have an in store tea and bickies session to chat about the latest version of the quirky little car, and developments in the future like an electric version? – Maybe
  • How about adding a photo of yourself on the intro letter so I can find you in the dealership and say hi, and thanks for the info, the invites, the great stuff the company is doing? -  Easily, so that’s a yes
  • Maybe you could ring me and invite me to be surveyed at a time which suits me… to find out what I love (and possibly hate) about the vehicle. – Yes (I’m a sucker for a good survey!)
  • Perhaps you could find a whole bunch of ways to build the relationship with me and others like me, ask me when my anniversary is or any one of a number of events which are of value in my life so you can assist me to celebrate these events and feel like the relationship with you is a special one. – Yes
  • How about the anniversary of when I bought that special quirky little car from you, how about we celebrate that too! :) – YES

So take that to your team and brainstorm a few more ideas, so you can blow me away with excellence, sweep me off my feet and find out what I have been up to lately.

Sure there are a few maybes and a few ‘yes’s’ but it’s a whole lot more to go on than simply one phone call a year and one card… BLEH!

So take a look at your card and see your title, ‘Customer Relationship Executive’ now build that relationship like you mean it. NOTE! The highest level of any relationship is  unconditional LOVE… so get on with the role of loving me, because I might just want what you, have and it could be sooner than you think!

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Business culture – Some more points

Jul 14

Posted by Steve Gray in Human Resource Management, Leadership, People! | 1 Comment

Your team fits to the culture of the organisation, some because they have to (mortgages and other commitments), some because they want to (they love the job no matter what their commitments are).

Your aim as a business person should be to make the workplace culture brilliant so the team WANT to be there and readily go the extra mile because it’s the right thing to do, not because things are a have to…

It’s a lot about creating an environment where people get things to feel right, where they get a ‘sense’ that things are good. Let’s start with that.

Your team has a sense of…

  • Belonging – In the work you do and the team you are part of, if you belong you will feel a greater sense of esteem, people like to be with people they like and if they readily fit because they were chosen not just for their skills and abilities but also for their team fit then all the better.
  • Connectedness – To the people they work with, to the culture of the organisation, to the customers and the overall service and product the organisation provides. It can also take in the broader community with support for groups who do broader works in the community to assist others (Good corporate citizenship).
  • Achievement – A sense of achievement can be a great boost to all. In your organisation what gets measured and how do the staff know ‘where they are at’ in the scheme of things, are they meeting quotas? Are they being valued for input? Do they feel like they are part of a team who wants to achieve more… All of these are vital and it’s up to you to see that the team can have a sense of achievement. Stuck for ways to measure this? Just ask the team you will soon get a bunch of ideas for things to measure.
  • Contribution and value adding – Do you or your organisation value the contributions of your team? Do the team readily put ideas forward for your consideration? What do you have in place to get the ideas going in your workplace… a suggestion box might seem like a great start but really you might have to ‘kick start’ a few idea development sessions to brainstorm options… but don’t let it stop there!
  • Purpose – What is the purpose of your organisation? Those mission and vision statements along with value statements and the like can be a great bonus to people fitting to the purpose of your organisation – It’s probably a great interview question to ask “What do you know about our organisational purpose?”
  • Being valued by others – Do others value the people in the team, their contribution, their personality fit, their communication style?  If not why not and what can be done to alter that?
  • Organisational integrity – The structural integrity of the organisation is a big factor to people feeling secure and stable in the business. If the business is stable then the team will feel it too and before you know it they will ‘go deeper’ and look at other internal organisational issues (often subconsciously) from the processes to cause things to flow in the organisation to the robustness of systems and hierarchies and connections. It’s a big area to explore… Just like you should not build a business on a poor physical foundation so to the psychological and philosophical foundations they have to work with.
  • Leadership – No lead, no direction, from the people to the plans and strategies they have in place to achieve more and create even greater security for all in the team.
  • Safety – Last but certainly not least. If the above points add to a sense of safety that’s great, but the physical side of safety is VITAL and will assist the above points to come together, esp these days with a greater focus on softer issues, such as workplace bullying and its prevention.
  • Security – The organisation provides a profitable income for itself and the team are aware they are part of a sustainable and solid organisation which is able to ‘improvise, adapt and overcome’ various challenges it may face along the way. Physical security is clearly an issue as well so the team can feel comfortable in the knowledge harm is either eliminated or minimised.

Did you think that business culture was not important? Hope fully now you realise how it’s EVERYTHING in your organisation, without it you may as well throw money out the window, it’s quicker than watching a business fail a long slow death simply because your team had a sense of things not going quite how they should…

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Retail therapy…

May 26

Posted by Steve Gray in People!, The Marketing Dept | 2 Comments

As we come into winter in Australia there are going to be plenty of businesses finding their retail stores are not full of people and hope they can make it through the leaner times with the profits they (hopefully) made during the peak summer months.

On many occasions I have spoken to retailers who say “Oh well what can you do, it gets quieter and you hope for the best, you get on the phone and have a chat to friends, get the juniors to clean up a bit and even open a bit later.”

I have seen many retailers in shopping strips sitting waiting and hoping… some survive some fade away.

How do you get around this issue and ensure your business can make it through tough times and perhaps thrive even though the temperature outside is telling you this really is “the winter of our discontent”.

Add to and ‘milk’ your database - If your business is interesting and has had customers come to your store for those one of a kind items you are known for, then you probably have a database of interested persons. If not then start building one! Make contact and start inviting them in for a fantastic shopping experience. Email and snail mail them AT LEAST 4 times a year (although you can readily do more with Email). Add a subscription service to your website, blog and online store then do everything you can to get people signed up and steadily build your numbers.

Shopping experience - You have a shop… what’s the ‘experience’ like… Do people love your service, your personality, the extras you add on, the items you sell? Or do they just come in because they have to and hate every minute of it. My view… Go for a stunning experience. Figure out how to do that with some brainstorming, internet research and KICK BUTT! – BRILLIANT service should be the first step, great displays, fast transactions, wonderful Staff, acknowledge all people who enter the store with a solid heart felt “Hello!”

Use your time – When it’s quiet in the store, develop your marketing plan and act on it. Devise a HEAP of ways to contact your database, build your database and keep them coming back for as little cost as you can. Email and facebook pages are one way, tweaking your informative and engaging website is another, adding to your web blog is yet another. Oh and here’s a critical one… do not vacuum the floor when people are in the store or anywhere near the store and see you  (or any staff) doing it, I hate it with a vengeance and will avoid the store at all costs (the noise is one thing, the tripping hazard of the cord is another and it’s just plain poor form!)

Get Excited! – If you are running a boring ‘old fart store’ with little life, a gruff disposition and a cold shoulder, prospects will find it hard to want to become customers, let alone repeat shoppers (clients). The more you can add excitement to cause people to want to shop in your store, more the more value you can get from them.

Cause people to take action – Ok so it’s quieter at certain times of the day. Can you run an event (an in-store demonstration or special display) or sponsor a catch up for a small group. Or perhaps you offer great package options you can make happen only at special times, to cause people to come in and stay there for a while. Or what about an in store treasure hunt… each day you could give people clues about where to find the treasure, perhaps online.

Give simple and effective reminders – Promo products can do this, drop a printed pen into their bag of purchases, give then an imprinted gift for purchases over $x. Chat to your friendly branding expert to get more ideas and ways to engage them more often. Add business cards in the bags each time (about 3 each time) people soon keep them for friends if the service is sensational and the experience and products are good.

Create an online shop – People like to buy, so sell to them in a way which fits for them, at home, anywhere in the world! Make it an easy to navigate online shop with Pay Pal as the payment device. And put on those things people can’t really get anywhere else. Avoid discounting the prices, buying is buying! then promote it on your FB page, twit about it, email people overseas and interstate (try to keep your locals shopping LIVE… They will find the online shop soon enough! are there other online or local shops you can connect with? Perhaps they can link to your shop too, you could have a whole community of connected businesses all working together feeding each other leads.

Get out there! – Sitting in your shop will cause  you to go nuts. Get you and your staff out in front and hand out goodies to prospective customers, give business cards,  chocolates “With the compliments of shop X”, a flier, an invitation to an event. (You can have them excited before they even enter the store!)

All of these tips are simply about loving people so they can love you back, and if you love your staff they will love you and the customers, Go on explore ways to give UNCONDITIONAL love to everyone you come into contact with. I think in an ideal world you could get so busy you would have to hire someone to keep this list of innovative connection options happening, as you could be too busy manning the till! Now that would be nice…

 

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New Leadership Book – Leadership Excellence

May 3

Posted by Steve Gray in Excellence!, Human Resource Management, Leadership, People! | 1 Comment

Released recently on Amazon here’s an e book with a leadership twist, it’s a how to manual so you can develop the skills of an excellent leader.

Ok I wrote it, so lets get that out of the way… (awkward moment) but hey If I don’t tell people how will they know? Here’s the link

http://www.amazon.com/dp/B004XTTUMS

Or for those without a kIndle to view it on, you can also get it here in a variety of formats to suit your needs from Smashwords, great for ipad and iphone users.

I hope you enjoy it… :)

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How does the receptionist sound?

Apr 7

Posted by Steve Gray in People!, The Customer Service Dept | No Comments

In the past few months I have made many hundreds of phone calls developing a Customer Acquisition Program. It’s been fascinating developing a program like that. The thing is though you get to hear a lot of people answer the phone and you realise how many great receptionists there are out there. The problem is the bad ones drag the rest down!

It must be hard to be in the one spot taking calls and saying the same thing all day, every day and then directing people. The challenge is doing it in a way which makes the company sound professional every time.

Here are just some of the things I found.

  • The company name was not clear – Some companies have strange names, okay so make sure you say it in such a way that people don’t have to re ask the name to make sure they have the right number. Mumbling, a quiet voice a poorly directed phone hand-piece, speaking too fast or an accent make it very hard to understand.
  • The person’s name not clear – For all the above reasons the name of the person answering the phone is not clear, as the caller it’s hard to refer to them by name if you can’t understand it.
  • What do I do next? – Ok they figure out you are calling to chat to a specific person who does not want to get sold to. They have been told not to pass you on, but with a few ‘deft words’ and a touch of rapport building, voom “I was in the door” due mainly to them not really knowing how to deal with calls out of the norm. Training would help I’m sure.
  • Being a great gatekeeper can be an art, but not that difficult if you do some research – I was amazed at how easy it was to get through at times to the right Dept or the right person in a flash. If the company has a policy of not letting their people get tied up with inbound sales call then figure out a method to stop the callers in their tracks. A privacy policy of not letting callers know the name of any staff from a chat to the receptionist is a great way to go.
  • Being on hold while waiting – It’s a necessity some times sure, but to get the obligatory recorded advert at the start or a “press this button for sales..” became frustrating. I want a person on the phone who can direct me fast.

Have you rung in to your business… have you had a few friends ring in… what did they find, what was the experience like. Now ask, what can we do to make a change for the better and get the system right, so the caller can feel like they are dealing with top notch professionals.

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Making the Marketing Difference

Feb 22

Posted by Steve Gray in Franchising, People!, The Marketing Dept | 7 Comments

You are up to your elbows in work, pressures from all sides are making your job NOT what you want, a lot of hassle. How do you find time to get out of the pressure cooker and search for solutions to give you breathing space?

Chances are if you have the time to read this, that’s probably about as good as things will get! So let’s jump in and see if we can provide some fast answers to your marketing department challenges.

Marketing relief options…

  • Get support – There are a whole host of “marketing supply” organisations all wanting to take your cash and supply you with goodies, but use the ones who can take the pressure off. The good ones do this by doing at least SOME of the thinking and organizing for you as well as supplying great products, the great ones will show you how to use the products as well… Try calling your friendly branding expert and see if they can do it for  you.
  • 1 hassle or five+? – If you look after marketing for a single organisation there is probably less hassle, however if you are looking after multiple organisations (in the case of a franchise group), then you might have a whole range of conflicting forces pushing and pulling. Find ways to keep these forces off your back, perhaps by educating the end users on how to fully use the marketing devices to full effect.
  • Think, not do… – It’s easy to say it but sometimes hard to do it! Perhaps it’s outsourcing the “practical side of things” and even some of the thinking, so you can plan better what’s coming up next. A friendly Branding Expert should be able to assist you with this and not just be a provider of products.
  • Plan – Yes the thinking part means you can be more strategic in your approach so planning has to be next. Figure out if you have to get more new customers, keep existing ones interested or support an organisation you are sponsoring. Then build your calendar of marketing options from there.
  • Keep your people informed – if you are a one person marketing dept or a 100 strong team, your wider network of staff in the organisation will probably need to know about how to handle the promotions and various processes you will put in place so use your intranet, email and or training sessions, to give them information and get feedback on what’s taking place, often great ideas can come from some very unlikely sources.

Now you are back on track, see what’s out there to make your job easier and less hassle.

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What do You Need to be Doing in your Business?

Jan 28

Posted by Steve Gray in Excellence!, Growth, People!, Planning, Risk Management | No Comments

What do you need to be doing in your business? It’s still early enough in the year to be thinking about planning and implementing.

I often think about what I would WANT to be doing in my business, yet the need to’s cut through the wants and nag me to pieces… Often it’s the wants which cause us to go off on inappropriate tangents.

Should you be…

  • Getting more new prospects.
  • Streamlining systems.
  • Finding ways to make things more profitable.
  • Developing cash-flow projections.
  • Looking after existing customers better.
  • Checking OHS issues and risks factors.
  • Implementing a staff happiness program.
  • Developing a marketing plan.
  • Implementing the marketing plan with your friendly branding expert.
  • Tweaking your business plan.
  • Developing your customer service strategies.

You know there are a whole lot more options you need to be doing, so what stops you?

  • Hate to do things which are forced on you?
  • Figure it will go away somehow?
  • You want to hire some one someday who can look after these things for you.
  • Don’t know where to start because the list becomes overwhelming?
  • You refuse to delegate?
  • You like to chat to suppliers rather than face the reality your business might slowly be going down the “gurgler”?

Looking for excuses will not help, you should take control and get the team together and make a list of what needs to be done and hand over as much of it as possible, then get on with doing your part of it.

In the end your business is just that your business, so it requires you to take on the responsibility which comes with the territory.

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Marketing Interview

Jan 26

Posted by Steve Gray in People!, Planning, The Marketing Dept | 4 Comments

Alan Miller, a freelance Journalist from Sydney interviewed me recently about Marketing, Enjoy!

Steve Gray has been in business for 30 years one way or another and has published hundreds of articles on business topics, from Leadership – Innovation – Communication to Marketing and Management issues. His hard won marketing experience means he is able to assist organisations to effectively get their name and message to their customers.

A.M: Steve you have done lots of things in business, you are a Trainer,  a  writer on a  range of business issues, a business mentor and a speaker on Leadership, Innovation and Communication issues, how did you come to get so involved in business?

Steve: I’m an artist by qualification, and over the years I have been introduced to business, from printing T’shirts in the beginning to design and photography (all fairly art related) then over time I grew my knowledge base and things spiraled from there.

A.M. I was surprised to learn you know a lot about marketing, which is the focus of the interview today… Is there a reason for that?

Steve: Like all businesses there is a need to get your product or service noticed, I placed adverts for my own business like most people and failed at it. I soon learnt a great headline helps, then you go from there, I read more, asked more questions, used my design and art training to explore more options and innovate a little. The more I explored the more I learnt. I note now there are always things to learn and check out like social networking and the culture developing around that to make it work, it’s quite fascinating.

A.M: Steve, what are some of the basic mistakes people make with marketing their business?

Steve: Having an aim (more new customers, more repeat business, raising brand awareness) and of course a plan of action which leads into an investment of time and effort rather than a liability. With no aim the shotgun goes off and hits very little you want it to hit.

A.M: Do you find many organisations have no marketing budget planned?

Steve: Often! This can be due to having no plan, no idea about what they need to do and what it might cost, Yet it can be so simple to develop.

A.M: What are some of the great things which have wowed you in regards to marketing and great brand placement?

Steve: We are seeing more integrated approaches emerge, people want to stand out from their competition, so a directory advert for example is only one approach, a newspaper advert is another… It’s when people start to realise they need to be more targeted and put a range of things together. E.g. a direct mail piece to prospects, followed  up with a phone call and a chat to see if there is a fit to their needs from your business (esp in B2B sales) then there is social media and websites where people can let a lot of people know about their expertise and keep their info and details in front of more of the right people, that’s becoming more powerful.

A.M: Is bundling of a range of marketing devices a way to go?

Steve: Clearly the one shot advert approach is a loser these days. You should realise prospects need to see your details more than once to be remembered, so the exposure side of things is a big issue. Therefore an advert with a call to action, perhaps a branded product as a reward for taking action can sit on their desk for ages, and that’s good! So take it a step further and have the info you want to tell people about readily available to them, a business card is one way, but there are more options to keep your name in front of them. From articles and information on the web to branded products people use everyday.

A.M: Should people link their promotion to their website or social media? And how would they do that?

Steve: Of course they should, I see it like a ring of connections where people can get in at most points and be guided to learn more about the business as they go. Perhaps via an active Face book page, or a group in Linked in (for business) this can lead to articles on their website, which can then get them more info via an email campaign. It doesn’t need to be difficult either! The more people get to see your business name in front of them the better. Couple the strong image retention provided with great service and you will be on a winner.

A.M: Do many of your clients have a marketing plan and should they?

Steve: Few do, and yes they should, at least a one page plan and a calendar of when they want to do things, then stick to it. Tweak it when things don’t work and know what does work.

A.M: How will social Media impact on marketing, in comparison to say branded items?

Steve: A branded item with a message can let people know you have a social media presence, so use it to do that (that gives it an aim then…) from there it’s up to you how you use the social media to blow your own horn and let your target audience know more about things which can be of value to them.

A.M: Do businesses need to be creative geniuses to make their marketing work or look snappy?

Steve: It’s great if they are, but not essential, pay someone else to be the creative one. However make sure it leads to a good aim or end product, like getting you more business, retaining customers. It’s great to have a creative approach and be noticed, but if all you get is a 2 minute wow factor then where’s the value in that? If on the other hand the creative approach meant you were handing out branded devices with your business details on them then your name is in front of more people for longer, that’s got to be good! Chat to your friendly branding expert for ways to get the message right and connect it with other things you are doing in your business.

A.M: Not everyone needs a marketing company to do their marketing for them, most can’t afford that, how would you help these kinds of organisations?

Steve: I suggest they create a plan of action knowing what the outcome is they want, then build on that plan and take action to get the results. Consistency is important. There are other branding experts who are not part of a big marketing company who can be of assistance, have a chat to them for friendly advice.

A.M.: A plan is one thing, implementing it is another…

Steve: Sure it is, if you want to get new prospects to look at what you offer, then you need to consider a way to do that, for instance in a business to business environment things can be different so the approach can be perhaps more targeted, therefore how you implement the plan is vital. You might start with a list of ideal customers or industries then figure out ways to get your name in their hands, your ongoing aim would then be how you keep it there. Your plan therefore should focus on ways to get your name in front of them and then what you can do from there.

A.M: There are many ways a business can market themselves, what works?

Steve: There are lots of things which work… Junk mail can work well, adverts in newspapers can too, and the same with branded products. It comes down to your target and the best way to get to the target. e.g. if I want to target accountants and I send out brochures to every household in town I have wasted a lot on the ones who are not accountants. Think about how your target wants to be presented to, then do that.

A.M: You mention branded products, many people would look at branded products as great giveaways at a trade show or convention, how can they be used by the average business to market themselves?

Steve: It depends on the aim, if they want to reward existing customers and say thanks, they can hand out simple things to remind them about the company, pens, calendars, imprinted note pads, things which would be useful for the end user and keep the business details in front of them. They can be also used as a device to get the attention of a new prospect, most people love gifts and they need not cost a fortune.

A.M: How should organisations go about choosing from the vast array of options available to them for marketing?

Steve: Chat with your friendly branding expert and explore what the businesses aims are, then look openly at ways they might be able to provide direction for the organisations aims and objectives. It might mean they have to create some great graphics to launch a message, brand some products and develop a way to get them in from of the right people. The big thing is being able to make the right connections at the right time so your marketing becomes the all important investment it needs to be, and not just another business expense.

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Creative marketing for 2011, will your business win this year?

Jan 25

Posted by Steve Gray in Innovation and Creativity, The Marketing Dept | 2 Comments

Its a tough time to be in business, GFC might be over to a degree, but buyers are holding back on spending, the following ideas are sure to get your friendly branding expert chatting and I am sure you will find ways to connect better with existing customers and excite new ones in the process.

Content creation on your website etc is one thing, but getting your target to see it is another. here are a few ways to explore a few pieces of the puzzle and develop a few answers. If nothing else this should be a spring board for your people to come up with some new options, share those in the comments!

  • Build digital communities people want to go to and stay at…. Give them reasons to stay, a gift, a prize and offer, an alliance, a chance to get tokens to build towards a bigger gift. along the way, they get your message.
  • Word Of Mouth as a way to get people to check out your social media information, blogs etc… so make a  you tube video of some people telling each other about your service. Imagine an office where two people are filmed by an apparently “sneaky camera” they talk about some of the benefits of using your biz, they say the biz name poorly at first (so you can’t quite hear it) then it gets clearer over time. have an anonymous you tube acct so it’s not your biz acct, then as they walk off the camera sneaks up and your biz card features on a desk..
  • Hand out your branded gear in an area where you are more likely to get to the sorts of companies which might use your services. Chat to your friendly branding expert for ideas and options.
  • Link a series of approaches together, your linked in group, with your face book page, with your blog, with your website, with your email’s and links on faxes out and adverts with QR codes to a starting point on your website.
  • Have fun doing suitable “stunts” and get media attention which features your website, a “mob event” for example try a creative dance group for some ideas.
  • Provide a suitable enticement via a promotion to get people to head over to your blog and sign up… If they are your target market then great! if not just give them the thing and move on… its a number game.
  • Create a PDF of value to your target market, they can only get after signing up to your blog. advertise it on  your facebook page and linked in group, while twittering about it a few times.
  • Create self qualifying adverts, “When you want what we have go here…” then lead them to your website and give them a reward for doing so.
  • Fortune cookies with a pr code in it to link to a specific page on your website.
  • Create a you tube video with your website featured in it, make it interesting, like have a home movie, or show  a calm and beautiful scene of rolling waves make it short and to the point, heck make a bunch of them, then send links to them via your email list, of course the videos have your website details across the bottom.
  • Load your autoresponder email outs with great tips, hints, ideas and links to your various resources. keep adding to it with brilliant information so they want to stay subscribed.
  • Develop strategic digital partnerships with others who can link to your target market, this way you can get more leverage and be seen as a go to person for resources and ideas.
  • Repetition, repetition,REPETITION!, some things just don’t change! Your adverts need to be seen by people multiple times to be effective… So will it be a branded product, a link to your site, PR codes (more linking…) emails to your targets or all of them! yep do the lot, one of them will be the one which connects!

More ideas you want to share? Use the comments section in the  header for this post to let us know..

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Marketing that connects

Jan 24

Posted by Steve Gray in The Marketing Dept | 1 Comment

Marketing can seem like a hit and miss affair and if not correctly planned and implemented it can miss more often than hit!

The aim is not just to get your name in front of people but to make it connect. When you get to connect with someone the longer you can do it the better, and the more effective the connection, even better still!

Here’s how it could work. If you put an advert in a newspaper and all it sasys is your business name and contact details, you might get a few calls, however if it has some degree of emotion connected to it, you have a better chance of connecting with the reader.

An example… a motor mechanic, if they play on the pain of a car breaking down and the hassle that can cause, chances are the people who know the pain would relate to the advert. Instantly you have a point of difference from the advert with just the details. And you are more likely to get people to take some notice.

It’s even better if the person wants the service you are delivering at the time when they need it most, so if you have played to the idea of connecting and your opposition hasn’t you will probably win more often.

So think deeper and figure out ways to connect so you can set yourself apart from a competitor.

Here’s another step… Let’s say you did a basic connect with the first step and you added a call to action in the advert “Mention this advert and receive a free gift when you come in” then you have a chance to connect again, let’s say the gift is a stress ball with your contact details on it and a tagline which says “We take the hassle out of your vehicle repairs.” Then there is a connection to the first message and you get to be the one to be remembered longer.

Freebies are just one way of connecting with your target customers over a longer period, but avoid just giving them out, make the people work for it, like bring in the advert and get a quote and we gift you.

Put your thinking cap on and see what you can come up with using the connecting rule as a starting point, if you need to, chat to a friendly branding expert to get more information, you will then have a head start.

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What’s next, the fourth instalment

Dec 6

Posted by Steve Gray in Human Resource Management, People!, Planning | No Comments

In this final part of the new recruit guidelines I wanted to focus on the probation period guidelines. it’s a very important part of the whole process but one which is often dismally left out of the process. Here is what I said in the initial article in this series.

Probation period guidelines – Start and in three months we will assess how  you have gone. Assess what and how? Is anyone in your organisation clearly responsible for figuring out what and how to assess, are they qualified to do so to some regulatory standard?

Many organisations have a three month probation period while others have six months and others none at all. If you want to build in cooling off period where either party can part ways, it is wise to ensure you and they fully understand the process and the criteria they will be assessed on.

These days there are plenty of people with workplace assessment qualifications who should be able to map out the criteria for measurement and the ways to assess the recruit against those criteria.

Depending on the role will depend on the specifics of operational effectiveness they will have to attain, the skills they will have to demonstrate and the level of cultural fit they will attain.

At a minimum level the OHS standards will be addressed and I would like to think a solid appreciation of the values and beliefs of the organisation as well as practical job skills and abilities would be very wise.

The aim being to ensure the person being assessed has clear criteria to work to, as well as a full appreciation of how they will be assessed and the evidence or types of evidence which will be sued to do all this.

May I suggest a clearly set out set of criteria in a bunch of areas, OHS, job skills, Cultural fit, Communication skills, Technical skills (IT etc). and then build the assessable parts within each section. Perhaps they will have to show an understanding of the terminology or intention of the parts of each section as well as demonstrate with clear evidence they have achieved that level of skill.

Whatever the end product make sure it is clear to all parties and people assessing the person have the ability to do it based on great evidence and clear guidelines for all.

Now you have a new recruit with correct training, who has met the criteria for assessment, feels welcome in the organisation and is settling in to the role with ease and a degree of comfort. You on the other hand have the peace of mind in knowing you did all you could to make the process as easy as possible to ensure the new recruit is a brilliant fit and are assured of their ongoing success… Let’s hope so!

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What’s next, the third instalment

Dec 5

Posted by Steve Gray in Human Resource Management, People!, Planning | 1 Comment

Last time we looked at the training area in the new recruits process, now lets check out the expectations put on them, and how to deal with that, in the initial article I said…

High Expectations – The HR dept say this person is a great fit for the organisation on SO MANY levels, yet no one in the dept they are going into knows anything about them except some here-say rumor… Truth is the person is a bit average in the start up phase and people in the dept are “non plussed” with the new recruit, some people just need time to shine and figure out where everything is and how things happen. How were the skills the person had in a  previous position “Mapped” across to this new role. What if they had used a much older piece of software in the past and the version or type you have is VERY different to what they are used to…

Your new recruit starts and the place is a buzz with excitement, people want to meet them, people want to avoid them, people need to help them or not. It’s all about people and the fit to the organisation, yet on so many levels there are issues with how things come together and the expectations some in the team may have about the new recruit.

In the initial phase the new person might struggle to get up to speed, despite reassurances from many in the organisation, yet the person may well be highly trained and have a resume bristling with qualifications. In the initial phase then it should be vital to ensure they have the support they need without prejudice or hassle, this way they can grow into the role at their pace. For some that will be fast and for others painfully slow perhaps,  you role is to make sure it happens in the best way possible.

Others in your team will need to know about the new person and why they were chosen so they can make fair assessments and not base a person on day one performance and here-say from others in the team, rumours are rarely objective.

You will have talked to the team about how they have certain skills and how these can be traced across or mapped, to suit their new role. You will assure them this person meets a range of positive criteria and proved at interview they should be well and truly capable of fitting in, and doing an effective job in the new role.

You will also outline any training or other support they need to allow them to make the best of the probation period and explore the role and the organisation fully.

Now every one knows about the new recruit a welcome party will ensure they are able to fit in and be supported in positive and solid ways by all the team.

In our next part in this series lets look at the guidelines for their probation period and ensuring they are clearly assessed to meet the criteria.

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Successful Communication – 4 Key Categories

Jul 19

Posted by Jenny Stilwell in Human Resource Management, People!, Personal Development | 3 Comments

There are four key categories to remember when thinking about whether you are maximising your communication with your target market. Within these categories there are many variations on how a message can be conveyed, or a channel for dialogue opened. However, if you keep in mind the 4 groups, you will always maximise your opportunities for communicating your message.

1. Develop the Information/Message

If you have information you would like to convey to your customers and clients, in how many fundamental ways could this be presented?

  • Newsletters
  • PowerPoint presentations
  • Emails
  • Web site
  • Music or message on hold
  • Company profile documents
  • Products & services lists
  • Product specifications
  • Company stationery
  • Brochures
  • Direct mail pieces
  • Copies of press coverage/press releases
  • Articles
  • Invitations
  • Speeches

Presentation of your message is critical. Please keep some of these considerations in mind:

  • Always think in terms of your customers’ perspectives. What is interesting and useful to them? Be genuine. If you say you’re going to do something, then do it. If you’re not genuine it will be apparent.
  • Focus on consistency of presentation, of message, of image, of how you are being perceived by your customer.
  • Know who your customers are. Don’t use humour which would only appeal to a small group of people, don’t risk using any message which may offend, and always be mindful of different religious and cultural perspectives when appealing to a broader segment of the local or international market.

2. Open the Communication Channel: Events and Networking

This category of communication is ‘up close and personal’ between you and the customer or potential client. The message may be specific, or non-specific relationship building communication. Some options within this category are:

  • Client lunches
  • Launch events
  • Entertainment events
  • Industry events (exhibitions, conferences etc.)
  • Association or Institute gatherings
  • Organised sporting competitions between companies

Again, remember that your clients and customers are typically not all men, or all women, they are not all the same age, they do not all have the same interests, they may not all have families, and their idea of a great time may not be the same as yours.

The point is, learn about your customers as much as you can, so they join in these events willingly and enthusiastically, so everybody gains something from it. Finally, events and networking are about communication, but what will be remembered is what is different, amusing, and interesting. Add value and your message will be remembered.

3. Involvement from your Clients and Customers

Events and networking functions involve your customers at some emotional level and build the relationship you have with them. However, communication that elicits involvement and follow-through communication from your customers is different, in that there is some notion of commitment to do business with you.

Specific tools to communicate with involvement from customers and clients are:

  • Surveys and questionnaires
  • New product/service test programs
  • Writing up testimonials from your customers
  • Case studies on your customers’ businesses and their relationships with you and your business
  • Ask customers for feedback on new developments, such as your web site for example.

Inherent in this type of activity is ongoing involvement and relationships. This is the primary objective of successful communication.

4. Follow Through Communication

One-off communication is not enough. One-off communication does not build relationships. A message can be conveyed by communicating it only once, but will it be remembered? How many times have you seen yet another ad on television and not known who the advertiser was because it didn’t register? The message needs to be clear, repeated, and followed up. Ideally it should also be humorous, of interest or value, and have some differentiating factor.

Don’t stop communicating:

  • thank your clients
  • send notes of congratulations when appropriate
  • send information in which they may be interested
  • send them leads
  • follow up on your survey
  • follow up on the new product or service launch
  • send them a copy of your first newsletter, brochure, etc.
  • proactively call them once in a while to touch base and ask how they are, and how business is

The cycle must continue in order to be successful. “The little differences make all the difference”.

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Do you do this with your marketing?

Aug 20

Posted by Steve Gray in Growth, The Marketing Dept | No Comments

I’ve seen it done a lot, I’ve seen it done really well and I’ve seen it work exceptionally even in a down market.

I call it Marketing overlap, there is probably a fancy name for it in market speak but for now that covers it.

Many businesses rely on just a few forms of marketing and can measure the results of those, however what most fail to do is overlap the marketing so that as one method of marketing runs out of stem the next one kicks in.

An example of this is when you have a range of great products, and this month you have a special on one of them, the next month another special with a  different item and so on. By focusing on one product special then another people can get excited about coming to check out what you have on offer, often to get the special, but guess what they do, they often buy more than just the special.

If your business is expanding and offering new products you can launch them as the “special” then as you move to the next special the first one has nearly run its course, and so the overlap effect occurs.

This method generally ups your average dollar sale, keeps people interested in what you have to offer and if you can couple it with a range of marketing devices you will probably see great results. Want to develop a plan of action, then try chatting to your friendly branding expert to see what you can do to make it work.

So on, get out your marketing plan and cram a few extra marketing devices into the mix and overlap each campaign to keep the punters interested, if you don’t, your competition just might and take your customers out from under you. Chances are you may not notice until it’s too late.

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