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Showing posts from April, 2010

Rewarding Attendance

This is actually quite an interesting topic - should you hand out an additional reward to someone for coming into work?  Basically give them a reward for just doing their job - something that they are getting paid for anyways?

Well to answer the question I'm afraid this time I'm going to have be a bit ambivalent so ... Yes and No ... or it depends would be my answer.  Allow me to explain.

What is the structure of your company?  Do you have a forward thinking organization that allows remote working or does everyone have to be "in the office" everyday?  If you do allow remote working, then lets be honest - what possible reason is there for someone being late?  They need to roll out of bed and sit down at a computer!  There should not be any tolerance for people taking advantage in this situation.  If however you do have an office based culture you are going to have to take into account weather and other travel disruptions - while all of your staff should be expected to…

Treat Your Job Search - Like a Job!

How do you ensure that your CV does not just disappear into the void and that recruiting managers remember your name when the role that you are suited for finally comes available? Well firstly - ensure that you are applying for those roles that you are actually suited for and that your CV and resume shows how your skills suit the position.  If you are trying to get into a new industry - expect to start at a more junior position and ensure that you highlight why you are suitable in your covering letter (you were going to send a covering letter weren't you?)Ensure that your CV/Resume and Cover Letter(remember the cover letter always ... its extremely important and gives you a great area to highlight your skills outside of the 2 page CV/Resume format) include the key-words that the job specification indicates are necessary for the role.  However do not just fill your CV up with key words - no one will be fooled - ensure that you job experience matches the role (see point 1 above) and…

Happy Customers vs. Satisfied Customers

Choosing your customer- if you had a choice, would you pick a satisfied customer or a happy customer?  Well, first you need to understand the difference between these.  Neither of them are unhappy with you, your product or service so what differentiates them?
What is a satisfied customer? You could say that they that felt OK after dealing with us. Their needs were met. The service was OK. The experience was OK. They are satisfied (even happy) with their “purchase”. They may or may not talk about their experience with others. They may or may not refer someone to us. Their overall feeling is between neutral and positive and their experiences with us have not been negative or disappointing. As we can see this is good but NOT great. This customer can also be satisfied with our competitors.

What is a happy customer? This type of customer feels GREAT about dealing with us.  Their needs were met and/or exceeded. The service delivery was GREAT. The experience was GREAT. They will talk about the…

Leadership on the Front Line

OK - its great to have friends at work.  In fact I think its a necessity - there are very few of us who would do this (or any) job for no pay and as such work is just that ... its work.  If it was easy and always fun it would be called PLAY.  So with that being said, having someone to talk to at the water cooler is a good idea ... however ... there is a difference when you are a manager!  There is a line that shouldn't and mustn't be crossed and that is the line of professionalism.  So how do you lead these people without seeming like an unapproachable monster?  Well here are some hints and ideas for you: Be honest - there are obviously things that you can and cannot share with your employees - terminations and reviews comes to mind! - but as long as you make it clear to your staff that there are some things that you cannot answer that should suffice.  Let them know that in whatever you are telling them you are being as honest and as candid as you possibly can be.  Remember if…

Time Management 101

Time Management is generally assumed to refer to the development of processes and tools that increase productivity and efficiency. However, this does not always have to be the case. Good time management is about knowing what to do and when.
The first step in this process is determining what your end goal is – what is it that you are trying to accomplish and what is the shortest path for you in reaching that goal? Once you know this then you can plan the steps appropriately that are achievable and realistic to realize this objective in a timely and efficient manner. Along the way the things that are taking you away from this achievement should be removed or reprioritized so that they do not impact your target negatively.
In addition it is extremely important that one of your goals includes focusing on your personal life. Having huge business objectives and targets is all well and good, but without an equal amount of focus on the people that care and nurture you, the real underlying …