Author: Dr. Flores Page 32 of 44

After a busy morning with meetings, I decided to get a take-out salad from a local restaurant here in San Antonio. It was nearly 2:30 p.m. before I had time for lunch. The salad bar option was an easy choice because it was quick.

As I expected, the lunch crowd was far from gone, but the restaurant was steady. It got me to thinking about who eats lunch this late in the day. Is it dinner for them? Do they eat four times per day? I didn’t ask anyone, so I suppose my curiosity will persist.

After a few minutes waiting for the person with the proper credentials to operate the cash register, my order was processed. As it turns out, the manager helped me, and he didn’t look to be in a good mood.

ME: Sir, I will have the salad to go – just the salad, please.

MANAGER: Just the salad? That’s $5.72.

ME: Looks like you guys are bit busy around here.

MANAGER: We’ve been dead for a Monday. I tell you – no one comes here anymore!

[This was a strange comment because I could see 30+ patrons behind him. I guess he was having a tough day, and his expectations were higher.]

ME: I’m sure that will turn around here soon, and you will have plenty of customers.

MANAGER: That’s not going to happen – not with the people we have around here!

[I’m unsure what he meant by this comment. Did he mean that his employees were losers or that the San Antonio market is wrong for the soup and salad menu? I know we like our fajitas and margaritas in San Antonio, but there are plenty of health-conscious folks in our city. Regardless, the comment was inappropriate, especially coming from a manager.]

ME: Thank you very much.

As I walked away, I wondered if I should even be eating here. What level of quality can we expect of the food when the manager is this unhappy? The fact is that quality of product and service are impacted by the commitment of the leadership team.

When teaching my business courses, I make it a habit to remind students that we must look at the root cause of the problem and not the symptoms. The actions of this manager are symptoms to underlying issues.

To better understand the root causes, I would ask the following questions:

• What are the qualifications required for this management position? In other words, are you hiring the right people?
• What type of training is provided to managers? I want to know more about the onboarding process and ongoing training. This manager might have lost his enthusiasm after being in the field.
• Do you believe this negative attitude is systemic? In many cases, poor employee morale is not isolated to one person. You need to conduct further analysis to determine the size of the problem.

After reaching my office, I ate half the salad. For some reason, the poor customer service made me lose my appetite.

I am not sure if it is just me, but I am beginning to think that even doing a little more for the customer is impossible. In fact, you can almost eliminate “going the extra mile” or “wowing” the customer. Those marketing concepts have largely disappeared, and most companies are fine with merely meeting expectations.

Learning from the Mandarin Oriental in Manila

I recently had a meeting in Manila, The Philippines, and I stayed at the Mandarin Oriental. While the hotel is a luxury-type, the American dollar is strong enough that the price is reasonable. The point here is that my room rate gave me access to the lounge where I could have snacks, invite guests, and so on. After introducing myself one time to the staff, they called me by name for the rest of my stay. They did not forget. Second, when I asked where the fitness room was located, a friendly representative walked me to the workout room. Finally, when heading to the lobby, one staff member beat me to the elevator and pressed the “Down” button for me. These actions happened because the leadership team is committed to strong customer service.

The Confused Look is a Sign of Poor Customer Service

Not long ago I went to purchase a few pants at a department store here in San Antonio, Texas. Like most men, I had no idea where anything was located in the store. When asking for directions, one store employee pointed to the general location of the escalators, and that is where I would find the men’s clothing section. After a few minutes, I found the escalators that went up, and of course they were hidden behind the women’s beauty section.

Upon arriving in the men’s section, I asked the salesman to help me with pants my size, showing him the brand of pants I like to wear by showing him what I had on that day. He gave me a weird and confused look and said, “Oh, those are casual and I am sure Mary can help you.” He went about his business, and I was on my way. As you guessed, I had no idea who Mary was, and so I took the bold move of looking for my own pants. As it turns out, I eventually found what I wanted, but with little help from anyone in the store.

What’s the Point?

The Mandarin Oriental and department store examples show a clear difference in how leadership drives customer service. In one case, employees go out of their way to ensure I am a satisfied customer. They are not going to break rules, but they are going to do whatever possible to make me happy. In the department store example, the experience was poor. The point here is to move product, and they can increase sales by guiding the customer. Mind you that I went to buy my pants on at 11 am on a Tuesday morning. The salespeople were not busy.

The takeaway here is that doing more takes less effort than you might thing. Even if you improve the attention given to the customer by just 10%, you will lead the pack. Imagine what can happen if you decide to revamp the entire approach to servicing the customer. By creating a plan that is supported by leadership and committed to training, backed by an incentive program, your company can rise to the top of the industry in short order.

Regardless of the business, you all know that you must treat your customers right, go the extra mile, focus on the long-term, provide value-add, and on and on. However, you must avoid thinking that customers will always reciprocate by being loyal to your organization and referring their family, friends, and colleagues. If you have a quid pro quo mindset, your customer service plan will soon hit a brick wall.

Machu Picchu Example

I was recently in Cusco, Peru, and purchased a tour to Machu Picchu, an Incan ruin that is still largely intact. Let me take a step back and explain how it started. After landing in Cusco, I was assigned cab driver Wilfredo, who doubled as a tour guide. Instead of going directly to the hotel, I went to the travel agency where the different tours were explained. Before I knew it, I had purchased a package that included the 4-hour train rain on PeruRail, a bus trip up to Machu Picchu, an entry fee to the historical site, and payment for the guide.

All was going well until I arrived at Machu Picchu, and the paid guide was nowhere to be found. Wilfredo made it clear that a tour guide would call my name, but none of the many tour guides had “Jimmie Flores” on the list. Not wanting to be left behind, I paid another tour guide 20 soles to join his group.

Upon arriving back in Cusco, I called Wilfredo and advised him of the situation. He informed me that payment was made to the tour guide, and that once the money was received from that person, I would receive a refund. Here is the problem: my return to Lima, Peru was immediate, meaning that it would be impossible to collect while in Cusco. Second, 20 soles converts to about $7US, and that is petty cash in the scope of things.

The Point

Wilfredo knew that I did not have any time to wait for a refund. Second, he is banking on the fact that our paths will never cross again. The lesson here is that many people operate their businesses in the same way. They think of the customer as a one-time transaction, and are largely concerned with making the sale, and moving on to the next “victim.”

Even when you know that a customer will purchase only one time from you, you cannot deviate from a long-term customer service plan. In other words, you have to follow your plan and do what is right, despite the fact that the customer has little interest in you. The point here is that a customer service plan is about how you treat all customers, and not just one. In other words, leaders are concerned about the big picture, or the macro perspective about how their businesses are conducted.

If you take the Wilfredo approach, you might survive. However, tourism in Cusco is competitive, and soon enough the customer-focused companies will take the lion’s share of the market, and less reputable tourism agencies will share only the ruins left behind.

I think we have become a world of “Mr. No!” Regardless of where I travel, it seems like the first response from others is usually a reason something can’t get done:

• “We are unable to accept that return.”
• “You’ve have the equipment for 31 days, and 30 days is the limit. Sorry!”
• “The airline ticket you purchased is non-refundable, and it really means that we cannot refund it.”
• “While you are a Platinum member on our airline, we cannot give you a First Class seat even though there are 9 available. It’s our policy that you buy a different class of ticket to qualify.”
• “We cannot change the TV channel in the waiting room. Also, it must be on mute.”

I understand that policies and procedures are important. However, many businesses might be taking it too far. I think they are making it harder for customers to do business with them. In most cases, customers feel they will be rejected even before asking a question.

Taking “No” to “Maybe”

Let’s use an example to discuss how we can get to “Maybe”:

ME: I would like to deposit the miles from the New York trip back into my account. Because of scheduling issues, I am unable to make that vacation.

AGENT: Sir, we can possibly re-deposit the miles, but it will cost $150 to do that.

ME: Wow! That’s a big hit! Are you sure?

AGENT: Yes, Sir. We have a clear policy on reward miles that are re-deposited. You’ll get the miles back, but we have to charge the $150.

ME: Sue, I travel this airline frequently. Is it possible the fee can be waived?

AGENT: I’m not sure about that. I’m not allowed to initiate the re-deposit until the fee is paid.

ME: Do you mind asking a supervisor to review the situation? I’m happy to speak with that person, if necessary.

AGENT: If you get give me a second, I can contact my supervisor.

ME: I appreciate that.

AGENT: Dr. Flores, it looks like we can make this one-time exception. We do see here that you travel our airline quite a bit. I’m glad we can make this work for you. Now that the miles are in your account, where would you like to go?

In this particular case, I was able to get from “No” to “Maybe” to “Yes.” I understand this is not always possible, but you must try different approaches. In other words, you should avoid settling for a flat-out rejection. There is usually a way that something can get done.

When you are getting nowhere with one person, you can ask to speak to another individual, such as a supervisor. It’s important to note that you’re not trying to beat the system. You’re merely asking for them to show kindness.

The successful companies today understand that flexibility is important. If you show empathy with your customers, you can expect they will be loyal to your organization. While a small percentage of individuals will take advantage of your nice approach, most customers are honest and will appreciate your thoughtfulness.

It’s Thursday morning, and you are getting for work. The process is routine, and if it weren’t for your daughter’s theatre performance, you wouldn’t even know the day of the week. One of the biggest decisions you will make this morning is what to wear.

You promised yourself that you would get out of this career five years ago, but you are still there. You work for a boss who is more interested when in you don’t show up to the office. When you are there as scheduled, he finds reasons why your performance is failing to meet expectations.

You are in the wrong career, but it’s a safety zone. While some close friends are having a tough time finding a job, your automatic draft hits the First National Bank on time, just a few hours after midnight. The rationale for you is that things could be much worse.

Here are three signs you are in the wrong career:

#1: You have zero interest in what you do.

As surprising as this might be, there are many people who don’t like the work they do. I spoke recently to a woman with an HR degree, and she complained that her current job consisted mostly of menial tasks, such as coordinating training sessions, ordering food for the meetings, and running end-of-month reports. She said, “I have an HR degree, and I want to use those skills. What I do right now has nothing to do with my work experience and education.”

Today – two years later, she’s still in the same position. The point here is that she needs to make a decision to become more marketable. It might be necessary to earn a certification, increase her influence network, or anything else that will create opportunities. Her current reactive approach is failing to deliver positive results.

#2: Management considers you an operational-type worker.

Those of you reading this article want to be challenged. You want to get away from the administrative and routine duties, those which even an elementary student could perform, and probably quite well. When your management team perceives you as an operational-type worker, you will receive the mundane tasks, such as coordinating an office move, creating binders for the next meeting, and taking minutes during the weekly webinar with the South Dakota team.

To make a positive move in your career, it’s essential that you become a Theory Y worker who is interested in challenges and seeking meaningful work. If you cannot find these assignments with your current employer, it’s time to look elsewhere.

#3: You get too excited over COLA increases.

The cost-of-living-adjustments (COLA) are tied to the cost-of-living index, and have nothing to do with your performance. The increases are generally small, such as 1% or 2% of your salary. Once the standard deductions are applied, the increase is hardly apparent.

To take control of your career, you must find work that allows you to exponentially increase your compensation. Once you are maximizing your skills, you can expect your salary and bonus structure to change accordingly.

Spending even just a month in the wrong job or career is detrimental to your confidence, long-term success, and even to your health. At some point, you have to find the right occupation, one that excites you! This type of work doesn’t require you to set your alarm in the morning. You’re up-and-running before anyone else, constantly focused on the value you are going to create today. In fact, your wardrobe will be the last thing on your mind.

Are you ready to make this year one of your best? What are you doing to prepare? Instead of limping into the New Year, take charge!. You know that a status quo approach will fail to help you realize your goals. To be something different, you must do something different.

We’ve all heard that the economy is tough, that’s it difficult to find work, and so on. While many people are indeed out of work, or underemployed, you have to take a different mindset. The opportunities exist for those willing to prepare, to take a few risks, and to look for creative ways to generate income.

#1: Determine your baseline.

Before making any career change, you must take inventory of where you are today. How do you measure success? If income is your measuring stick, how much money would you like to make this year? If you are looking for a new career, such as becoming an IT manager, a consultant for a global organization, or a high school biology instructor, you must start taking action to make that occupation a reality.

For many of you, freedom is important. You would like a better balance beterrn work and life. In that case, look for business opportunities that allow you to work on your schedule. Given the advancements in technology, excellent work can be done from anywhere and anytime.

#2: Get the education or training necessary.

For many occupations, especially those paying very well, you must have a specialized skills set. If you wish to manage projects, you may consider earning the Project Management Professional (PMP) credential offered by the Project Management Institute (PMI). Nearly every career offers a certification, and becoming certified gets you a seat at the table.

You should also seek part-time work in the career of your choosing. The goal here is to earn as much knowledge and training as you can before going full-time. This experience will help you learn the ins-and-outs of the industry, and provide you with terrific network opportunities.

#3: Take action.

The most successful people in our society are different in one important way – they decided to do something to change their environment. They have goals, to be sure, but it’s more than just wishful thinking. These men and women understand that career success largely depends on engaging in activities that incrementally move them toward goal realization.

It’s foolhardy to think that others will do the work for you, or will be there to motivate you. The big goals are only accomplished by your hard work, determination, and undeniable pursuit of excellence.

It’s time to build on the momentum you created in the past. To experience success, write down 10 big goals you wish to accomplish. Even if you meet just half of those goals, your career will improve, and probably more than you think.

Make the decision today that you are going to create your success plan, and align all your resources and energy to meet those goals. You understand that setbacks are part of the process. By staying focused on your long-term plans, you will overcome these obstacles, and you will soon create a career that provides value to your customers and, more importantly, meaning to your life.

Image Courtesy – www.kenyanlist.com

Is the customer always right? The general answer I hear is that the customer must be given the benefit of the doubt, and that you should do whatever possible to keep him happy.
Southwest Airlines founder, Herb Kelleher, stated that his employees were more important than the customers. He described a situation in which a passenger was abusive toward the agent working a busy counter. Kelleher was adamant that his employees should not tolerate this behavior, and it’s better to “fire” that customer. In other words, he should fly a different airline.

I was recently preparing to board a United Airlines flight, and I observed this intense discussion between a passenger and the agent scanning the tickets prior to boarding the aircraft.

Agent: I’m sorry ma’am but we’re only boarding Group 2.

Passenger: The person working the counter said that I could board now.

Agent: Right, ma’am. I understand what you are saying. If you don’t mind, will you please wait for your group number to be called?

Passenger: That guy over there told me I could come straight here and get on the plane. I’m just doing what I was told.

[The passengers waiting in line are becoming a bit frustrated with the delay.]

Agent: I believe he meant for you to wait in line until your time to board.

Passenger: He didn’t say anything like that. He said that I should go straight to the gate.

Agent: I’m sorry ma’am. At this point, we are only calling Group 1, which includes people needing a little more assistance boarding the aircraft, and uniformed military personnel. You are in Group 3, and we’ll call you here in a few minutes.

[Passenger is getting upset, and has no intention of waiting. She is probably upset about a delay in her flight, or because she didn’t qualify for a First Class upgrade.]

Passenger: Look! I don’t see where this makes any difference! I’m not going to get out of line. Why don’t you just scan my ticket, and let me get on my way.

Agent: Ma’am, I’m going to allow you to go through, but please understand the boarding protocol on future flights.

Passenger: You need to talk to your colleague working the counter and learn to communicate with each other. This is not my fault!

Agent: Anyone from Group 1 still waiting to board?

The agent did the best he could to stand his ground, but the passenger was causing too much of a scene. I suppose he could have demanded that she wait her turn, but this was going to cause a bigger issue. She stated that the agent working the counter informed her she could go straight to the gate and board. In all likelihood, she misunderstood the instructions.

Managing a rude customer is tough. The United agent did a good job keeping his composure. The vast majority of passengers are going to follow the instructions given, but some irate individuals are going to test the system. This is one of those situations where the policy is flexible enough to make an exception.

I understand that some might disagree with the agent allowing the rude passenger to board out-of-turn. However, it did calm the situation, and allowed the boarding process to continue.

I suppose this is a case in which we lose the battle, but win the war.

I remember hearing a business expert say that your direct manager is the person you must work hard to impress. You need to get along with fellow employees, and you should treat the higher-ups with respect, but your boss is the individual who has the most influence over your success.

As people move up the corporate ladder, they soon realize that time is scarce. When they are not preparing for a meeting, they are in the meeting. Bosses are inundated with requests, and often have tight deadlines to meet. When their employees fail to deliver work on time or to the requirements, they are the ones who take the heat.

Surprisingly, impressing your boss is much easier than you think. Getting your work done is only part of the equation.

The best employees are those who keep their boss out of trouble.

#1: Master your job.

You must become great at doing your day-to-day activities. Your boss is too busy to handhold you throughout the day. Write down the steps required for your activities, and keep the notes handy. Seek guidance or direction from a mentor instead of going to your boss.

Your direct manager is available to help you resolve problems. At some point, though, you should take care of your own issues. The sooner you become self-sufficient, the sooner your boss will trust you with bigger projects.

#2: Stop complaining.

Managers have little time for petty stuff. They do not want to hear anyone complain about the difficulty of the work, or the long hours required to get it done. Instead, they are interested in employees who jump in and do the work. Bottom line!

Avoid talking negatively about your co-workers. It’s counterproductive, and business professionals have little patience for this practice. It’s much better for you to get everyone working on the same page and focused on completing the requirements.

#3: Finish the work.

Every task or project has a beginning, middle, and end. You can impress your boss by making sure the work gets done. The top employees are those who make sure the deliverable is completed on time, within budget, and to the customer’s satisfaction.

Stick with the assignment. Make sure the customer is happy, and follow-through with the paperwork necessary to terminate the project. Failing to tie the loose ends often leads to administrative headaches, which catch your boss by surprise.

When you are accountable, good things will happen. Avoid thinking that the problem belongs to your department or your organization. It is much better for you to take ownership of the problem, and make sure is gets fixed before it escalates. Your value increases when you limit the number of issues that reach your boss.

Develop a big picture perspective. Think of how your daily actions affect the entire department, and even the organization. Making a positive and long-lasting impression begins by focusing on doing your job well. Once you are good at what you do, you can help prevent problems before they reach your manager. Your boss will appreciate your proactive approach, and will do whatever possible to improve your standing within the organization.

Where do you want to be in five years? Do you have a clear idea? What motivates you to climb the corporate ladder? Before making a career change, you must have a clear reason. Second, it’s important that you document where you are today. In project management, this is known as your baseline. In other words, you must know your starting point.

In some cases, people make a change to improve their compensation. For others, pay is just part of the equation. Many people want a better balance between work and life. Surprisingly, some people want bigger challenges. They might be in a rut, and it’s time to head in a different direction. Instead of remaining complacent, they are prepared to make a big leap. While this move might appear risky, these go-getters are interested in the potential for future rewards.

When you are ready to initiate a change, here are some factors to address:

#1: What is your strategy?

Your strategy is composed of your mission and vision. Mission is what defines you. In other words, what do you want to be when you grow up? For many people, their career choice changes as they mature. At one point, you wanted to teach third grade students, but you now want to travel the world. To begin that journey, you are thinking of pursuing an online International Business degree.

Your vision allows you to take a long-term perspective. You are able to take a step back and consider the benefits. You picture yourself managing project teams in Zurich, Switzerland, or in Rio de Janeiro, Brazil. By creating goals, your actions become aligned with your vision.

#2:  What is your business case?

The business case is your version of the cost/benefit analysis. In other words, what must you give up to receive the benefits? For those who are leaving an entire industry, this change might require more education, training, or on the job experience.

You must carefully plan how long it will take to get on your feet. This move might mean accepting a salary that is less than what you are making now. Of course, you have done your homework, and understand the impact of delayed gratification.

#3: What is your first action item?

Nothing happens until you create a plan, identify the key action items, and begin working on Activity #1. Taking the first step is always difficult, and you can expect challenges. Some people, even friends and family, will criticize you for pursuing your dreams. You must have the commitment and perseverance to continue with the plan.

It’s important that you seek guidance from professionals in the chosen industry. The more successful these people are, the more they are willing to help. When you demonstrate that you are serious, they will do whatever possible to help you succeed. Finding a mentor can make a huge difference in your transition period.

Many of you know that it’s time to make a change, but you are afraid to get started. In some cases, the fear is real but, most of the time, it is imagined. Regardless, if the career change is important to you, it will take more than fear to stop you from realizing your long-term goals.

Getting in front of people to give a talk is not easy for many. Some even say they fear public speaking more than they fear death. However, speaking in public is easier than you might think, especially if you focus on the strongest subject matter for you. Equally as important is having a clear message, and making sure you keep it to the allowed time.

Over the past few months, I have attended meetings, conferences, commencements, workshops, and seminars. These experiences have provided opportunities to observe speakers in action. Some were excellent, others were mediocre, and a few not so good. To be effective, you must focus both on your message, and the ability to engage your audience. In other words, the audience should dictate your approach.

Here are three things you should avoid when speaking before an audience:

#1: Tell them you were just recently given this speaking assignment.

A big turn-off for the audience is when the speaker says the following: “Okay! I hope this goes well. My boss told me yesterday I had to do this!” While that comment might seem humorous, it’s unprofessional. The audience is excited to hear your message, and it’s your job to step up to the plate.
You might be asked to speak with little lead-time, and it’s your responsibility to deliver an excellent message. You shouldn’t seek sympathy from anyone. Regardless of the time you have to prepare, do the best you can. More important, avoid communicating to the audience that you are unprepared.

#2: Spend too much time reading from the script.

It’s acceptable to have notes when you speak. I usually jot down the key points that will be discussed, and fill in the rest of the talk with personal and professional experiences. I understand there are times when you must read every word from the script, such as an important announcement from a company president. However, most speeches do not require a verbatim delivery.

I’m unsure of the science, but I do know that you lose the audience’s attention when you look down to read your notes. If you read more than a sentence before re-establishing eye contact, it might be a long speech.

#3: The speech turns into a lecture.

I know very few people who want to be told what to do, especially in public. You should also avoid making others feel inferior. The fact is that most people are looking for knowledge and information that will makes them better, and not necessarily for reasons why they have fallen behind.

It’s better to focus on how they can identify and overcome obstacles. The message can be forthright, but the speaker must ensure the delivery is positive, encouraging, and professional. In other words, you don’t want them to feel like losers. You want hope.

There are many options available to improve your public speaking skills, including a university class or Toastmasters International. However, you can make improvements on your own.

Good advice includes speaking about a subject on which you are an expert, using a bullet list to recall main items, maintaining excellent eye contact, meeting the timeframe, and most importantly, making your audience feel important.