Customer (Dis)Service:

I grew up in a small family business and was taught to take care of the customer- make them ‘happy campers.'
It seemed really simple- the “golden rule” approach. Treat customers with the courtesy, respect AND POLITENESS that you yourself would want to be treated. “Please”- “May I help you?”- “Thank You”
I was somewhat surprised a couple of years ago to find that others I knew were SO happy if the kid at McDonald’s (or wherever) actually said thank you when handing you your change. (Side note another pet peeve is when my change is slid across the counter=????)
Why should people have to be impressed like that, or satisfied if the service is neutral/non-offensive??
I say they shouldn’t!
Customers usually only speak up to complain (yeah, I do); to let management know if someone is rude, evasive about getting you an answer (“Let me speak to your supervisor!”) etc, etc. HOWEVER- I also speak up when I get good service! I let the manager know his employees are good workers, that I had a good experience in his establishment. If he has worked to accomplish that, GREAT- he and his employee can feel good. If he was not behind it- maybe give him an idea to see “why did the customer appreciate THAT employee?” Either way it can only grow and advance the process.
Going out to eat I have had good service and bad service. In more than one case, I have told the server not only through a tip, but also directly, that they had made the meal enjoyable with attentive service and a great personality (Heck- I even tried to hire one!).
My father-in-law taught me something while working for him: You can’t buy enough advertising to get you what GOOD word of mouth does- and- You can’t spend enough money to overcome BAD word of mouth! So true. I’ll be an ambassador for the business where I had a good experience. A bad experience = I am a company’s worst nightmare!
Too many companies don’t ‘fight the tide’ and TEACH customer service. I will go OUT OF MY WAY to not give them my business. Still others realize the simple- basic lesson, the one that has guided me as a manager WHEREVER I worked. I learned through asking myself and my team a question whose answer means success and growth. –
“How do YOU want to be treated?”

Ethics and Responsibility: Don't Leave Home Without Them

I was always taught that “if you don’t stand for something, you’ll fall for anything” - meaning know what matters to you, what you stand for (what you know as right or wrong. ) I (we) were told to take those values- those beliefs, and speak them proudly. MORE than that – LIVE THEM in your life; DEMONSTRATE what you believe through your actions. In doing all those things, you also needed to have some defense of your position. Sometimes it may be based on religion (Thou shall not steal). Other times there may be based on experience (I manage & lead people as I would want my ‘boss’ to treat me). Maybe it’s more historical (‘…all men are created equal, that they are endowed by their Creator with certain unalienable Rights…”). But NEVER was I told it was good to take a stand purely because ‘it was all about me’ and forget how it affects the rest.
To me the basis of my values- philosophies, was really about not doing harm to others, but rather how this position could help more than just you.
Sadly in my life, I have seen too many times where others either have ignored these teachings or were taught very differently. Too many people look at ‘what’s in it for me?’ Too many times have I seen those that care only about their outcome regardless even when others are harmed. Still worse is that with my own ears I have heard them justify rather than defend why they acted that way. The sounds of the two are most definitely different. Despite being confronted with this repeatedly in life- in school, at work, from celebrities or politicians; (are you nodding in agreement?); I still hold onto what makes me- well, me. So even when the odds are against me, I know I only have one choice.
Stand up.

Team Effort

In a recent interview, I -of course -talked about my career highlights. While there were ideas I came up with, plans I guided to completion, etc- a different thought came to mind.
What my mind flashed to was my teams -- yes teams, not employees. I could not talk about my successes without talking about them. First, because a good leader and manager is not an island. His team can make or break him in some cases. Picking the right people, setting expectations, providing opportunity, guidance, and recognition all make a difference. My second reason-- The actual developing of team members was an achievement itself. Seeing them as the individuals that they are, and motivating, coaching each with that focus. Through group meetings, one on ones and daily discussions, I could make a difference in their career growth. I was happy to offer them a chance for success of their own, and also because how I trained and developed my team ultimately says allot about me, and my abilities.

HAPPY SAINT PATRICK'S DAY!

When people reminisce about holidays, it's usually Christmas- Maybe Halloween or Thanksgiving. I'd say St Patrick's day isn't high on the list.
But to me it's special. When I was a kid is was about green decorations, colored cupcakes and (of course) Corn Beef! As a teen the cupcakes value rivaled the Corn Beef, but something new was added. I came upon a song by Paul McCartney - "Give Ireland back to the Irish." I heard it on the radio and special ordered a 45 (that's a small 'record'-- not a gun) at my local record store. The song was an odd reminder that my heritage came from Ireland on one side, and England on another.
Anyway. As a father, I tried to pass on the things that I thought were the most fun. I added the tradition of green pancakes as my own contribution to the legacy (ahh the magic of food coloring!).
Now as I look back, my children grown up (technically anyhow- in their 20's) -I find I miss alot of things on holidays. Including green pancakes.
Erin go braugh!

SPRING FORWARD?

Well I guess it makes sense....
I mean the changing of the clocks certainly applies here (move 'em forward). Then you DO have the idea that Spring is a time of 'renewal'- starting things- coming out of our fever run cabins. These are all things you would associate with moving FORWARD.
Considering the Winter we had (yes, yes, I know- it COULD HAVE BEEN worse!) I am all for moving forward!!
Onto warmer weather! On to more sunlight! on to BASEBALL!!
Then again- there's yard work and (I live on Cape Cod) tourists.
Oh well. Nothings perfect. ;-)