Author: Dr. Flores Page 18 of 44

For more than a decade, I have been a customer of DirecTV. For the most part, I am pleased with the service, and I plan to be a customer for years to come. However, I had an experience recently that I would like to share as a lesson.

Calling Customer Support
I found time on a Saturday night to call DirecTV about an old Tivo receiver that did not have HD capability. In my discussion with Tamara from Mississippi, I learned that upgrading to an HD receiver in this one room would allow me the option to sign-up for the Whole-Home DVR service, which means that I can access recorded shows from any DVR in the home.

Of course, making this move meant having to buy the DVR for $99, plus tax, shipping, and a contribution to a political party. I’m joking about the contribution, but I did notice that $99 quickly escalated to $128. Regardless, in a few days, the FedEx package arrived with the new HD DVR. All is good, right? Not exactly!

Technician No-Show
Adding the Whole-Home service requires extra equipment, which means that DirecTV will dispatch a technician to my home. We agree on a window from 4 pm to 8 pm on a Wednesday, and I coordinate my schedule to be available during that time slot. On Wednesday morning, I received a call from a “512” area code (Austin, Texas), and I don’t answer it because I am teaching a seminar. I figured a student from Austin was calling, and I would return the call later in the day. I later learned the DirecTV technician used a mobile phone with the “512” area code.

His voicemail stated he needed to cancel the work order because I needed a Deca system installed. As I listened to the message, I have no idea the purpose or need for a Deca. It sounded like a side dish used in Greek cuisine. After calling the technician, he mentioned that I needed to call DirecTV to “upgrade” the order. I was surprised as to why I needed to make that call, especially given that I did not know what to request.

Think of the Customer
The technician, who is probably employed by a third party company, needs to think of how he could help the customer. Asking me to call DirecTV customer support is the easy way out, and falls short of providing exemplary customer service.
Who is to blame? This is a leadership problem. Both DirecTV and the technician’s employer must work together to resolve customer issues. The fact is that I initiated the call for service. My role is to explain what I needed, when I need it, and to pay for the equipment and service. DirecTV, on the other hand, must ensure that they understand my requirements, and that its employees and contractors collaborate to deliver as promised.
Mediocre customer service requires the customer to be involved throughout the service lifecycle, constantly confirming that work is done. World-class customer service, on the other hand, places the responsibility of customer service on the company itself. In essence, DirecTV must be an advocate for its customers, taking proactive measures to resolve problems quickly.

Every organization can learn from this experience. Stop making the customer responsible for work you can do better and quicker. The irony here is that asking the customer to assume more ownership creates additional inefficiencies on the back-end, which negatively affects customer service, employee morale, and the bottom-line.

Like many people, I am a coffee drinker. While I enjoy the hot beverage, I usually have only one cup per day. However, I drink more than my share of Diet Coke and Diet Dr. Pepper. In fact, I usually by the soft drinks at CostCo, so you get the idea, right?

Starbucks coffee is far from cheap. If you’re not careful, you’ll easily spend more on a coffee than you do for lunch. In my case, I usually buy the Grande Pike, which runs about $2.00. I get it a bit cheaper because I bring my Contigo mug with me.

To make my purchases easier at Starbucks, I carry a loyalty card in my wallet, but I now use the latest in technology with the iPhone app. It’s cool that I can walk up to most Starbucks and pay with my phone. When you think about it, this is pretty cool technology.

Free Coffee #1
On a Monday recently, I decided to use the drive-thru at a Starbucks that I frequent. I was taking a Project Management Institute (PMI) exam at 9 a.m., so I decided to get an early start and review my notes.

I was the first customer at 5:30 a.m.:

BARISTA: Sir, we don’t open until 5:30 a.m.

ME: What time do you have, sir?

BARISTA: Weird! It’s 5:30 a.m. I can go ahead and take your order.

ME: Great! I would like a Grande Pike, and I have my own mug.

BARISTA: Okay. See you at the window.

ME: Here’s my mug, and I’m going to pay using my app.

BARISTA: Here’s your coffee, and don’t worry about paying. I know you’re a regular customer, so all is good.

Wow! I think a major reason I received free coffee was because he hadn’t logged into the register. Regardless, free Starbucks coffee on Monday morning is always good!

Free Coffee #2
On Tuesday, I decide to stop at the same Starbucks coffee shop. I’m feeling better today because I passed the PMI exam, which means I can enjoy my Grande Pike even more. This time I make my way to the walk-up window to place my order.

ME: I would like my usual … the Grande Pike in my mug.

BARISTA #2: Sure. It’ll be right out.

ME: Thank you.

[When the order arrives, I provide my iPhone for scanning.]

BARISTA #2: Don’t worry about payment. I know you’re a loyal customer.

Two days in a row! Not bad!

Free Coffee #3
On Wednesday, I’m going to try my luck one more time. This time, the attendant is Kelly, and I know her pretty well. She and I usually make light conversation when I buy my coffee. We sometimes talk about the weather, traffic, and anything else that comes to mind.

She said: “The coffee is on me today. Have a great day!”

In three days, three different Starbuck baristas allowed me to have free coffee. My luck ended on Saturday when I went to a Starbucks on the other side of town. “Sir, that’s $1.81.” Ouch!

It was good while it lasted!

I recently went to the local Prometric Testing Center to sit for the Certified Associate in Project Management (CAPM) exam sponsored by the Project Management Institute (PMI). My exam was scheduled for 10:00 a.m., and I was anxious to get started.

When I arrived, I accidentally went to the wrong door. When I tried opening it, I noticed it was locked. I felt ridiculous trying to pull on a door that was obviously locked, but I think no one saw me, which was a small consolation. I guess!

I noticed another test-taker found the right door, and it was even more embarrassing when I observed that the door had a glowing yellow sign that read:

Prometric Test Takers – Enter Here!

Yes … this is the same sign I missed earlier.

The Conversation
The gentleman who found the right door was the only person in front of me. I waited by leaning on a wall, but the young lady registering the customers informed me that it was best for me to go to the lobby, which I did.

From this location, I heard the following conversation from the overly-friendly test-taker and the attendant:

Test-Taker: Hi, ma’am! It’s so nice to be here. I know I’m early, but I wanted to get here on time.

Attendant: Glad you were able to find the location.

[I’m sitting already bored. This is no time to have a friendly conversation! I’m nervous about the exam, and I want to get started! I guess I’m overreacting a bit!]

Test-Taker: I’m taking the insurance audit exam. Do you see my name on that computer screen of yours?

Attendant: What is your name?

Test-Taker: Moby Dick Landus. Can you believe my parents gave me this name?

Attendant: That is a hard name to miss. I guess your parents wanted you to have a name that everyone could remember.

Test-Taker: I guess you’re right. What is your name?

Attendant: Gina.

Test-Taker: Do you have a last name, Gina?

[Will you please shut up and get on with the program! This is nuts! This is a test-taking facility, and not a bar!]

Attendant: Gina Marcum. Not as fancy as your name, I guess. Will you please sign here?

Test-Taker: Sure, ma’am. I will sign my unique name right on this dotted line. It’s not dotted, but you know what I mean.

[Really?]

Attendant: Great! I have your identification, and everything is set to go. Martina will take you to your station to begin the test.

Test-Taker: Thank you for the terrific experience! I’m ready to get going!

Attendant: Mr. Flores! You’re next!

I’m unsure how Mr. Moby Dick did on the exam, but I did feel that his discussion was a bit over the top. I know some of you are thinking I’m overreacting, but I suppose you had to be there. It’s a funny example, and it still makes a chuckle when I think about it.

While taking the CAPM exam, I was hoping to get done quickly to avoid listening to the parting conversation between Moby Dick and Gina. While walking out of the testing room, I noticed that Moby raised his hand, and asked Gina if he could use the restroom. Who raises their hand in a testing center? Weird!

I passed the exam, and hurried to my car. Some of you might be skeptical regarding my Moby Dick story, but it’s true. Really!

A few days ago, I made a trip to Piedras Negras, Mexico, which is a border town right across Eagle Pass, Texas. This is a trip that I’ve made many times over the years, and I have noticed that security is getting tighter and tighter.

Today, for example, we are required to show our U.S. passport before we are allowed to return to the States. In one case in which I forgot my passport, the Border Patrol agent looked at me funny and allowed me to re-enter with just my driver’s license. He wasn’t too happy with me, so I now make it a habit to have the proper credentials.

I forgot to mention that I once used a photocopy of my passport, and that also caused the agent to question who I was, where I was born, and what I was doing in Mexico. I showed him my driver’s license, and he put me on the spot by asking if I knew my passport number. I’ve made it a habit to memorize both my driver’s license and passport numbers, so I was able to get out of this pickle.

Crossing Into Mexico
After paying the $2.75 toll to allow me the rights to enter Piedras Negras, I was greeted by US Border Patrol agents. They have the right to pull you over randomly, and search your car.

[We carried the following conversation in Spanish.]

BP AGENT: How are you doing, sir?

ME: I’m doing good … just here to visit a few friends.

BP AGENT: Is this your car?

ME: Yes. I’ve owned it for a couple years.

BP AGENT: We need to check the VIN # … please open this door.

ME: Sure. No problem.

BP AGENT: Please unlock the doors so that we can take a look in the backseat.

ME: Sure … not much back there.

BP AGENT: What is that book in the back?

ME: Oh … that is my project management book that I used to teach classes back in San Antonio.

BP AGENT: I know one thing. We need our managers here to take your class. They know nothing about management.

ME: I guess that can be arranged. [Jokingly.]

BP AGENT: Okay, sir. Have a good day.

Many cars are stolen in the United States and taken to Mexico where they are disassembled, resulting in the sale of parts. Therefore, the checkpoint by the Border Patrol agents serves an important purpose.

However, I thought about possible responses that could have caused me some problems, such as:

“This car belongs to my brother.”
“A friend let me use it.”
“I found it on the side of the road, and the keys were in it.”
“Not sure, sir.”
“Is that really your business, sir?”
“I guess we’re about to find out!”

Of course, I did not use any of these silly responses, but thinking about it gave me a chuckle. I was able to have lunch with my friends, and we laughed about the situation. Upon my return through the US checkpoint, I had my official United States passport ready to present to the agent.

I needed a break from work this past Saturday, and decided to venture out to Target to buy a few items for the office. I shop only when necessary, and I’m usually out the door in 15 minutes.

The conversation I will share here is important on many fronts. First, I do understand that policy and procedures are important, and that we must do whatever possible to follow them. In fact, HR law is often involved, and deviating from employee regulations can be dangerous for managers.

However, I also think we must teach our employees common sense. There are times when we can bend the rules, even just a little bit. Of course, the effort begins with the leadership team, and buy-in from the employees is essential.

The Target scenario …

Me: Ma’am, do you know where I can find the trash bags?

Employee: I can’t help you right now. I’m on break!

Me: I’m just asking if you can point me in the right direction – like an aisle number.

Employee [walking away]: Let me see if someone else can help you.

Me: Ok.

Given our proximity to the pharmacy, the employee asks the pharmacist, and her co-worker. From my experience, these are generally the busiest people in most retail outlets. When they are not working directly with the customers, they are filling prescriptions.

Pharmacist: Sir, how can I help you?

Me: I’m looking for the trash bags, but it’s no big deal. I will try and find them.

Pharmacist: Ok. Let us know if you need assistance.

I walk away to where I think the trash bags are located, and I happen to run into a gentleman with a big red tag confirming his manager status.

Me: Sir, do you know where I can find the trash bags?

Manager: Yes, they’re on Aisle 10.

Me: Sir, I have a quick question. Please know that I’m not complaining … but I asked an employee if she could help me find the trash bags. She informed me that she couldn’t help because she was on break. Is this standard operating procedure?

Manager: Yeah. I can’t ask my employees to do anything when they are not on the clock. If they’re not getting paid, they’re not to do any work.

Me: Wow! So, they’re not allowed to help customers in any way when they’re on break.

I wonder what they are allowed to do if a fire breaks out and they’re on break. Kidding!

Manager: That’s right. We tell them to find the nearest person who can help you. Those are the rules, and we follow them.

Me: Ok, great! Things are much different today.

Manager: I guess so.

This example has many different angles. Does a problem even exist? From a customer standpoint, I did find the response from the employee somewhat unprofessional. However, she was following orders. She was told to avoid any work during her break, and she followed procedure.

From a business owner standpoint, this situation reinforces the opportunities available today. While policies and procedures are important, there must be some wiggle room. In some cases, we can keep the doors open beyond 5 pm, we can work a few hours during the weekend, and we can even help customers during our assigned breaks.

On an American Eagle flight from Dallas to Garden City, KS, we were in the hands of a jovial and talkative flight attendant. His name was TJ, and I was able to get a picture of him while he served a beverage to the passengers on this 90-minute flight.

The Greet!
Upon boarding the small aircraft on this bright sunny afternoon, TJ was at the front of the door welcoming passengers. “How are you?” “Welcome onboard!” “Those bags do look heavy!” It was obvious that TJ had a way with words.

The Pre-flight Announcement
Most of us who fly frequently are used to the standard policies that are covered before the aircraft heads out to the runway. We are reminded to shut down all electronic devices, how to buckle our seatbelts, and what to do in case of an emergency. Many flight attendants have the instructions memorized, while others carry a cheat sheet they read while outside the view of the passengers.

TJ took an amusing approach to the announcement. He began by saying: “You know I was a cruise director for 18 years before becoming a flight attendant.” He didn’t stop there! For the next five minutes we learned about the famous people who he met on American flights, including the Harlem Globetrotters. He also gave a pretty detailed history of the Dallas/Fort Worth (DFW) Airport.

I observed that many of the passengers wanted TJ to complete his message so they could have quiet time. This was not his style, however. He kept on talking, and talking, and talking.

The Flight
I was able to get about 10-minutes of sleep before I heard TJ’s blaring voice asking passengers if they needed anything from the overhead. He made his way from the front of the airplane to the back, “Let me know if you need anything from up here. I’ll get it for you.” Only one passenger took him up on the request: “Sir, may I get my backpack?” “Sure, young man, but first let me ask mommy if that is okay. You know that she is the boss.”

After serving the drinks, TJ had the beverage cart in tow heading back to the front of the aircraft, but it took quite a long time to get there. He struck up a conversation with an elderly couple, and they shared several long stories. From what I could tell, TJ was doing most of the talking.

The Lesson

I must admit that TJ’s approach was a bit over the top for me. However, the more I observed how he handled his work, the more he grew on me. I could tell that he liked his job. He went beyond the minimum expectations. His jokes were oldies, but at least he tried to make us laugh.

I’m writing about TJ because he was different. The next time I cross paths with a rude flight attendant, I will remember how hard TJ worked to make the short flight to Garden City a pleasant experience.

He said to me, “Sir, I don’t have an entire can of Diet Coke, but I can serve you an entire can of Diet Pepsi. Will that work for you?”

Thanks, TJ!

My flight from Newark to Bombay, India was mostly uneventful. I was fortunate that United Airlines allows its frequent flyers a perk called “Global Upgrades.” In essence, if we book the ticket in the appropriate class, we can apply the upgrade, which means we can fly in Business Class. This particular flight is 15 hours, so moving up to the front cabin is wonderful.

The Ink Problem
After sleeping about 6 hours, I went to the lavatory to brush my teeth. Once back in my seat, I decided to watch a movie from the expanded list. In this case, I selected Argo, which was an interesting flick about the hostages in Iran.

The movie consumed about two hours, and before we knew it, we had only a few hours left of flight time. Earlier in the journey across the Atlantic Ocean, I received a customs form from the flight attendants. Now that the movie was over, it was time to complete it.

I usually carry several blue-ink pens in my roller bag. I found one of those pens in the top compartment of my bag, and started to work on the customs form. The form had the usual questions, such as passport information, reason for my travel, and the countries I had recently visited. In all, I completed the form in 5 minutes.

As I prepared to put the pen away, I noticed that several of my fingers were covered with blue ink. If the ink were red, some might argue that a crime took place. The ink was saturated on my skin, or so it seemed.

The Flight Attendants
Given we had a few hours left on the flight, I went to the lavatory to wash my hands. I tried soap, more soap, and even more soap. No luck! The ink was now part of my skin. It seemed like an impossible task.

As I walked back to my seat, I showed my hand to the flight attendant, and asked for solutions. She recommended alcohol. I thought she meant Rubbing Alcohol, but she actually meant the real thing: alcohol! There was no hesitation on my part. Let’s take the vodka straight! I washed my hands with the vodka, and it worked a bit, but the blue ink was too stubborn.

Another United flight attendant came to my rescue when she recommended a bug repellent spray she carried in her bag. I applied the bug stray, and wiped my hands together. Still, the blue ink would not go away. The problem was bigger than I originally thought.
Another United flight attendant noticed that I was in need, and she recommend hair spray. She said: “This will get rid of anything!” She sprayed my hands, and I rubbed them together. It worked, but the blue ink was still on my skin, especially my left thumb.

She said: “Wait! Let it soak in before rubbing your hands.”

That did the trick. I let the hairspray soak in for a bit, and then I started the rubbing process. After a couple applications, my left hand was nearly back to normal.

I think you know where I am going with this story. I was impressed! While the flight was uneventful, the service was not. The flight attendants showed they cared, and made an effort to resolve my ink problem. As a disclaimer, I fly United or its partners nearly anywhere I travel, and this story explains one reason I’m a loyal customer.

Several months ago, I had a discussion with a colleague who informed me that her entire department quit on a Friday when she was at a conference. She received a call from the HR department informing her that all five of her employees submitted their resignations.

Here is the discussion I had with Katrina:

Me: Hey, Katrina. It’s good to hear from you. What’s keeping you busy?

Katrina: Well! You’re not going to believe what happened.

Me: Try me!

Katrina: I was attending a conference last week in Puerto Rico, and all my employees quit – on the same day!

Me: Wow! That’s weird! Do you know why they left?

Katrina: You know that I took over this department several months ago, and we just never connected. They wanted things done the old way, and I wanted to make a change. For example, they were used to setting their hours. They call it flex-schedule, or something like that. I made it clear they had to work the regular 9-to-5 schedule. I really need them at the office when I’m at the office, and not some crazy 11-to-7 thing.

Me: Was there anything else?

Katrina: There were other issues. You know that I like to work on Saturdays. I asked for at least one of them to come in on Saturday mornings. They could rotate.

Me: How did that go?

Katrina: It was like starting World War III! They told me that their Saturdays were for family and stuff. C’mon! I’m only asking them for one Saturday morning, and they can rotate between themselves.

Me: So the flex-schedule and working on Saturday mornings were the only issues?

Katrina: There was also the issue of daily status meetings. I asked each of them to schedule 10 minutes with me at the end of the day, assuming I was in the office, and brief me on how they were coming along with their work assignments. Some gave me the story of how busy they were, and that they didn’t have 10 minutes to meet with me. I’ve seen what they do most of the day! I know they are surfing the web, and texting friends during company time. Asking for a little time for a status meeting is not too much. I need this information to determine how well they are performing.

Me: What was your role during these status meetings?

Katrina: I would listen to them talk for about a minute or two, and then I would provide feedback. I could tell that many of them were making up stuff. I’m sure they were not doing half the stuff they told me.

Me: What’s next?

Katrina: I guess I need to hire people. This time I’m going to bring onboard only those who think like me! They need to be hard workers, and committed to the cause. I can tell you the interviews will be tough!

An important takeaway here is that Katrina is a dedicated worker. She is committed to exceeding expectations. However, when coming into a new organization, it’s important to understand the culture. Before initiating change, you must have a clear idea of how to make it happen. If you alienate the staff at the outset, you can expect a tough road ahead.

We’ve all done it! It’s 8 a.m. on Monday and you are sitting at your desk getting ready to tackle a new week! Of course, you can’t be expected to lunge right into your work. Not just yet! This is your time for Facebook, personal emails, and online shopping. Think about it … you haven’t even felt the effect of your Starbucks coffee. Work can wait.

The Sneaky Click Gives it Away
It’s almost funny that as soon as a co-worker or manager approaches his desk, the mediocre employee develops a quizzical look on his face, almost wondering what you could need this early in the morning. He is right in the middle of confirming his Amazon purchase, and you have the audacity to interrupt him. At this point, he maintains eye contact with you, the intruder, while simultaneously clicking on the “X” that ends his online fun. It’s amazing how adept he has become at closing out of an internet window while maintaining an intelligent conversation with someone. In some cases, he closes multiple windows. When he hits a snag, he shuts down the entire system by holding down the power button for what seems like an hour!

A Few Stats
A recent Gallup poll found that employees spend an average of 75 minutes per day using computers for non-business activities, which translates to roughly $6,250 per year for each employee. Let’s extrapolate that conservative number by 400 employees, or a midsize company, and that equates to an expected loss of $2.5M for the year. Many of us know employees that spend far more than 75 minutes surfing the web. In fact, some employees are on the web managing personal affairs several hours per day.

I often ask my university students the following question: “In the past year, how many of you have gone to work and done absolutely nothing related to your work?” Surprisingly, more than half of the hands usually are raised, and most of these students hold professional positions within their organizations.

Middle Ground?
Some employers understand that restricting employees from using the computers for personal use is likely not feasible, and probably not the best policy for morale. Employees today have smartphones and tablet PCs to keep them connected, and thus they can find other ways to stay distracted. Therefore, having an employee-friendly policy on internet usage can provide a win-win situation. One employer only allows personal use during the lunch hour, and that level of access seems to provide a balance. However, given that the web is available anytime, employees have the opportunity to abuse the policy.

Managing the Click
As an employer, I understand that employees are going to use company resources for personal use. My approach is to provide clear expectations, include a deadline, communicate the level of quality expected for the work, and measure the employee’s performance based on those agreed requirements. If the employee performs at the expected level, the noise of those sneaky clicks is tolerable.

While heading to teach a Project Management course, I ran into a colleague making her way to teach a Database Management course. From a distance, I noticed that she was limping along with just one crutch. Knowing that she needed assistance, I approached her and asked how I could help. With the crutch on her right side, I provided balance by allowing her to hold my arm. She continued to limp, and we made several stops, but 15 minutes later, we arrived at her office.

The Story
While helping her along the way, she shared the story regarding her accident. Over the weekend, she fell while rock climbing, which caused an ankle injury. She did confess that she did not use the harness, which is recommended for this strenuous activity.

She went to her doctor, and he diagnosed her injury as an ankle sprain. He recommended no physical activity, especially rock climbing, for at least a month. Given that she needed assistance to walk, the doctor prescribed crutches. However, her doctor had two patients this day who both needed crutches. Therefore, he decided to give each one crutch.

Does this make sense?

I broke my leg while playing high school football, and was assigned crutches for 10 weeks. It was difficult enough to navigate with two of them, let alone one of them. Part of using crutches is learning to balance. You can imagine the difficulty of walking with just one crutch, especially when considering the pain of a recent ankle sprain.

Business Application
Let’s talk about how this example applies to our work in the business community. How many times do we ask our employees to perform work without providing them with the tools and training needed? In essence, we set them up for failure.

Here is how management can help us succeed:

Set clear expectations: ensure that all team members understand the end result. In essence, communicate the vision. While the leadership team sets the direction of the organization, the front-line employees execute the work.
Provide funding and resources: Money is needed for many reasons, including for training and development. You must also ensure that resources are available, including people and equipment.
Remove obstacles: When barriers are encountered, such as when you need information from another department, the management team needs to help with this effort. It’s important to understand the corporate culture. In some companies, decisions are made quickly, but this process is far slower in other organizations.
Providing encouragement and empowerment: Excellent management is focused on motivating the team. Motivators include providing challenging work, recognizing excellent work, and creating a fair advancement program. Empowerment also means that individuals are well-trained, and allowed to make mistakes during the learning process.

The situation I observed today with my colleague showed that even highly-capable individuals can be slowed down when they do not have the right tools. You have many individuals within your organization that can be top producers, but you must provide the environment for them to succeed.