Building a better workplace takes focus and attention to detail. This blog helps you attack those details. Whether your are a manager, supervisor, mid-manager, business owner or HR manager, this Blog is for you.
Kevin Burns - Workplace Expert/Keynote Speaker
Showing posts with label attitude speaker. Show all posts
Showing posts with label attitude speaker. Show all posts
Tuesday, July 20, 2010
Do Checklists Actually Work?
Checklists work for people who either need or like checklists. My wife is a great checklist person on those little, teeny scraps of paper. It's a system that works for her. My system involves only big items (appointments, proposals, meetings, etc) on my Blackberry. I make priorities first and then squeeze all the other little stuff to less-productive times of the day. The little stuff gets done after the big stuff is accomplished. I guess I'm more of a "rocks in the jar" kind of guy.
But some people are convinced that every little thing needs to be written down. And I suppose that's true if you're forgetful or you need to pat yourself on the back for feeling like you got a lot of things accomplished in a single day.
Here's the problem with list-building though: it doesn't overcome procrastination and lack of motivation. Having a list doesn't mean you'll get get off your fat butt and get it done. The motivation to get started is an attitude. The decision to procrastinate is also an attitude. Dealing with underlying attitudes is the part missing from most training - the "why do it now" especially when you don't want to.
It's why there is no universal Time Management course that works. If there were a Time Management course that worked for every person every time, there would be no need for any more Time Management courses because everyone would be doing it already - having already taken the course.
There are no universal communications courses because everyone has their own communication style. There are no universal team-building courses because each person's contribution and attitude towards their workplace is different.
If universal learning courses worked, there would be only one Time Management course, one Interpersonal Communications course, one Team Building course, one Supervisory Management course, one Sales course and, well, you get the idea. There would be one course only because it works and anything else would be a foolish waste of time and money - having found one that worked all of the time for all people.
So before you embark on investing in a new list-building program, ask yourself if you really want to do the job in the first place? If not, no list-building is ever going to work for you - or your staff. Address the "attitude" part of productivity first before you throw money and time at it. The illusion of taking some sort of action still doesn't solve the underlying problem. There's no single solution to each problem. Each employee is managed a bit differently if you're trying to get maximum performance out of each person.
Monday, June 14, 2010
Why Requested Referrals Are Bad For Business
It's golf season and you know what that means? It means that mediocre salespeople who are mediocre golfers will be inviting their mediocre clients out for an mediocre day of golf in the hopes of pressuring the mediocre customer into giving an extraordinary referral to another mediocre potential customer. And all because it was simply not another ordinary day at the office.
If your people are pressuring your customers into referring you to others, you need to ask yourself: are you worthy of the referral?
If your customers are not referring you without pressure then they are not ravings fans. They're just customers who think you're ordinary like everyone else. Why would a customer refer a mediocre sales rep to others? Because the customer feels indebted by an afternoon of free golf - which has nothing to do with your salespeople or your product.
Instead of attempting to extort a referral from a client, how about taking that five hours of golf and strategizing ways to improve your culture of customer-focus make the customer experience better so that you develop raving fans who are prepared to shout from the rooftops for you? It sure beats some lame, half-hearted, feigned-indifference referral.
Managers, be very aware of what your sale people are doing on the golf courses with customers. They may be actually harming your company while bolstering themselves. Pressuring customers into giving referrals drives a wedge between your company and your customers - especially if you're really only average.
Then there is the follow-up question: are you prepared to enter into a new client relationship with complete honesty built on the back of a pressured referral solicited by a customer's feeling of indebtedness?
Want a referral? Earn it. Don't beg for it.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
If your people are pressuring your customers into referring you to others, you need to ask yourself: are you worthy of the referral?
If your customers are not referring you without pressure then they are not ravings fans. They're just customers who think you're ordinary like everyone else. Why would a customer refer a mediocre sales rep to others? Because the customer feels indebted by an afternoon of free golf - which has nothing to do with your salespeople or your product.
Instead of attempting to extort a referral from a client, how about taking that five hours of golf and strategizing ways to improve your culture of customer-focus make the customer experience better so that you develop raving fans who are prepared to shout from the rooftops for you? It sure beats some lame, half-hearted, feigned-indifference referral.
Managers, be very aware of what your sale people are doing on the golf courses with customers. They may be actually harming your company while bolstering themselves. Pressuring customers into giving referrals drives a wedge between your company and your customers - especially if you're really only average.
Then there is the follow-up question: are you prepared to enter into a new client relationship with complete honesty built on the back of a pressured referral solicited by a customer's feeling of indebtedness?
Want a referral? Earn it. Don't beg for it.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Sunday, June 13, 2010
How To Trash Your Corporate Culture for $10
Last week, Subway Restaurants fired an employee for giving two 6-inch sub sandwiches to victims of an apartment block fire. Heidi Heise, in Dartmouth, NS, was summarily fired for giving the two sandwiches to neighbors left homeless by a fire - and failing to write it down.
Sometimes the "right thing to do" is more important than the rules. Heidi guessed right but she got fired. The victims of the fire were homeless and now Heidi is jobless. Heidi was right. Subway was wrong.
This was a bad call from Subway for a lot of reasons. Here's why: the employees still working for Subway probably now think that Subway is an awful place to work (employees always side with an employee who gets fired for doing something good). Subway, when they could have championed such a beautiful gesture, stomped it and now will have a hard time finding employees who will trust their managers. You can bet that customers are also giving them an earful because it's Dartmouth and people in Dartmouth help people when they're down.
Despite all of their advertising promoting themselves as a healthy place to eat, Subway's brand has been tarnished by some bean-counting, short-sighted manager who thinks the rules are more important than doing the right thing.
Rival Quiznos has offered Heidi a job and are raising money for the fire victims. Any thing Subway does now will be too little too late.
Total cost of the two sandwiches: about ten bucks. Cost of the hit to their Corporate Culture and customer loyalty: priceless.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Sometimes the "right thing to do" is more important than the rules. Heidi guessed right but she got fired. The victims of the fire were homeless and now Heidi is jobless. Heidi was right. Subway was wrong.
This was a bad call from Subway for a lot of reasons. Here's why: the employees still working for Subway probably now think that Subway is an awful place to work (employees always side with an employee who gets fired for doing something good). Subway, when they could have championed such a beautiful gesture, stomped it and now will have a hard time finding employees who will trust their managers. You can bet that customers are also giving them an earful because it's Dartmouth and people in Dartmouth help people when they're down.
Despite all of their advertising promoting themselves as a healthy place to eat, Subway's brand has been tarnished by some bean-counting, short-sighted manager who thinks the rules are more important than doing the right thing.
Rival Quiznos has offered Heidi a job and are raising money for the fire victims. Any thing Subway does now will be too little too late.
Total cost of the two sandwiches: about ten bucks. Cost of the hit to their Corporate Culture and customer loyalty: priceless.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Thursday, June 10, 2010
3 Reasons To Build A Filter-Free Culture
For Filter-Free Friday™, lets discuss why a Filter-Free environment is good for morale and how it can save your organization money on Conflict Resolution courses.
Conflict Resolution seminars can actually erode a functioning corporate culture because they are based on the premise that a workplace or a relationship has conflict. But the truth is that conflict only arises in the absence of respect.
People who don't respect each other fight with each other. They are not able to articulate their feelings, ideas and concerns without it escalating into conflict. A relationship or workplace devoid of respect will have many petty arguments about nothing mostly. Once a discussion escalates to conflict, then the original discussion is no longer the issue that needs to be addressed but the conflict instead - regardless of what the discussion was about. And once the conflict has been quelled, there still is no resolution on the original discussion - at which point it would likely be abandoned for fear of it escalating again.
Filter-Free Fridays are designed to articulate a truth to another in a non-hurtful way. Once a workplace gets used to articulating their issues without reprisal or escalation, there becomes a bedrock of trust and respect for them to work in.
Here are the three reasons a manager needs to create a Filter-Free departmental culture:
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Conflict Resolution seminars can actually erode a functioning corporate culture because they are based on the premise that a workplace or a relationship has conflict. But the truth is that conflict only arises in the absence of respect.
People who don't respect each other fight with each other. They are not able to articulate their feelings, ideas and concerns without it escalating into conflict. A relationship or workplace devoid of respect will have many petty arguments about nothing mostly. Once a discussion escalates to conflict, then the original discussion is no longer the issue that needs to be addressed but the conflict instead - regardless of what the discussion was about. And once the conflict has been quelled, there still is no resolution on the original discussion - at which point it would likely be abandoned for fear of it escalating again.
Filter-Free Fridays are designed to articulate a truth to another in a non-hurtful way. Once a workplace gets used to articulating their issues without reprisal or escalation, there becomes a bedrock of trust and respect for them to work in.
Here are the three reasons a manager needs to create a Filter-Free departmental culture:
- People get along better and work together better when they know where they stand. There is no animosity and there is a trust that everything can be discussed rationally - without personal attacks.
- The dreaded "unsaid" is a killer to corporate culture. Always biting your tongue in order to avoid conflict creates stress and subsequent absentee days. People who don't speak up harbor resentment and, worst case, can go postal.
- A department that respects its people enough to tell the truth is admired and envied by other departments. But the best news is that high-performing job-seekers will apply to work in an environment of respect. A Filter-Free workplace attracts better employees and helps reduce turnover.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Wednesday, June 09, 2010
How To Protect Your Market Share
So what happens when your competitor, who once had a terrible reputation for apathy and poor service, re-brands, re-tools and re-launches itself with a bold new strategy to take back the market share you stole away when they were performing badly?
In fact, their former customers (some of your current customers) have noticed and are showing your competitor some respect and giving them another chance to regain lost trust. What is your next step as a manager?
If your current customers (even if they were once someone else's customers) are showing respect to a competitor, it's because they are not fully satisfied with your service and/or product. People don't jump ship to another supplier when they are completely satisfied. They jump because there is something missing.
A recent survey of senior executives showed 80% believed that their organizations offered a superior customer experience. When surveyed, only 8% of their customers actiually agreed. That's a 72% disparity between what managers believe and what the actual truth is.
Managers, when this happens (and hopefully you do it before this happens) you go back to basics. Figure out what you did to capture those customers and build a new culture around some old values - values that were attractive to customers. Don't sit around and wait for senior management to be shown the difference between 80% and 8%. By the time they figure it out, you'll be experiencing layoffs.
Coach your people back to basics. Make it simple. Make it meaningful. Make your customer the most important person in your life at that moment and make them feel it. No company can compete with that. No way.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com/
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks- Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
In fact, their former customers (some of your current customers) have noticed and are showing your competitor some respect and giving them another chance to regain lost trust. What is your next step as a manager?
If your current customers (even if they were once someone else's customers) are showing respect to a competitor, it's because they are not fully satisfied with your service and/or product. People don't jump ship to another supplier when they are completely satisfied. They jump because there is something missing.
A recent survey of senior executives showed 80% believed that their organizations offered a superior customer experience. When surveyed, only 8% of their customers actiually agreed. That's a 72% disparity between what managers believe and what the actual truth is.
Managers, when this happens (and hopefully you do it before this happens) you go back to basics. Figure out what you did to capture those customers and build a new culture around some old values - values that were attractive to customers. Don't sit around and wait for senior management to be shown the difference between 80% and 8%. By the time they figure it out, you'll be experiencing layoffs.
Coach your people back to basics. Make it simple. Make it meaningful. Make your customer the most important person in your life at that moment and make them feel it. No company can compete with that. No way.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com/
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks- Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Tuesday, June 08, 2010
5 Reasons Why Middle Managers Create Culture
Culture, it could be argued, starts at the top. But at that point it is simply a vision, a direction.
Corporate culture is not a plan - it is the result of a plan (or the lack of one). It only becomes a culture once the front line people, the average everyday workers, start to act in accordance with the vision. If they do the opposite of the vision, then the vision becomes a nothing more than a daydream.
But get the middle-manager to see the benefit of the vision and you have one powerful ally in your strategy to make the culture vision a reality. Mid-managers are the people who touch the front-line worker every day. They are the people who either garner their respect or lose it (on senior management's behalf). If you want to get something done (especially shifting your organization's culture) then here are five reasons why you need your middle manager:
Middle managers create the culture you have. If you want to improve your culture, improve your management training. The rest follows.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Corporate culture is not a plan - it is the result of a plan (or the lack of one). It only becomes a culture once the front line people, the average everyday workers, start to act in accordance with the vision. If they do the opposite of the vision, then the vision becomes a nothing more than a daydream.
But get the middle-manager to see the benefit of the vision and you have one powerful ally in your strategy to make the culture vision a reality. Mid-managers are the people who touch the front-line worker every day. They are the people who either garner their respect or lose it (on senior management's behalf). If you want to get something done (especially shifting your organization's culture) then here are five reasons why you need your middle manager:
- A strong culture attracts good people.
- A strong culture reduces stress-induced sick days.
- A strong culture increases employee engagement.
- A strong culture silences the dissident voices.
- A strong culture attracts better customers.
Middle managers create the culture you have. If you want to improve your culture, improve your management training. The rest follows.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Monday, June 07, 2010
Tag-Teamed by Excellence
I'm on the road this week in Ottawa so I asked where we should have supper. One of the people in our group offered four chain restaurant names that were in the area. All four served basically the same mediocre food with the same mediocre ambience. In fact, you could have swapped out the signs on the front of the buildings and you'd have been hard-pressed to know the difference. It's why I never eat at any of these places: I would simply be rewarding them for their mediocre product and service.
So I took a chance on a restaurant that I had never tried before. Although the food was just slightly better than ordinary, it was our waiter who showed me what happens when employees engage on the job.
Ashley is a twenty-something male server. This guy had personality and a really good sense of confidence. He engaged us all in conversation, honest conversation, including his stint as a musician in a Christian rock band that traveled the four corners of Canada in a Ford Econoline van.
It was Ashley who captained our table while he and four other servers tag-teamed us. One brought drink refills, one brought the food, one cleaned up around us and one looked after getting us our bill. All five servers were cordial, efficient and engaging.
This is how you do it managers: you engage your people and coach their strengths so that they can engage their customers in the same way:
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
So I took a chance on a restaurant that I had never tried before. Although the food was just slightly better than ordinary, it was our waiter who showed me what happens when employees engage on the job.
Ashley is a twenty-something male server. This guy had personality and a really good sense of confidence. He engaged us all in conversation, honest conversation, including his stint as a musician in a Christian rock band that traveled the four corners of Canada in a Ford Econoline van.
It was Ashley who captained our table while he and four other servers tag-teamed us. One brought drink refills, one brought the food, one cleaned up around us and one looked after getting us our bill. All five servers were cordial, efficient and engaging.
This is how you do it managers: you engage your people and coach their strengths so that they can engage their customers in the same way:
- Let your engaged and engaging people loose on your customers to be who they are - not who you dumb them down to be
- Trust them to be beyond competent - think excellent
- Let them shake hands with their customers - when's the last time a waiter shook your hand?
- Support them to be worth far more than they get paid - it's why I left a 30% tip
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Sunday, June 06, 2010
Management Excellence In The Moment
Tom Peters, management guru, said last week in a Blog post the following:
EXCELLENCE is not an "aspiration."
EXCELLENCE is not a "journey."
EXCELLENCE is the next five minutes.
In the same way a sports coach instructs the players to win their individual shifts (so that the games might win themselves), excellence is not something achieved. It is purely the practical application of oneself in this very moment.
- To make the customer standing in front of you the most important person in your life at that moment is excellence.
- To make your spouse the most important person in your life at this moment is excellence.
- To make a child the most important person in your life for a moment will bring moments of excellence for a lifetime.
- And to make the employee you are engaging right at this very second, the most important employee on your staff for this moment will show benefits of increased engagement and productivity.
Managers, it's about being focused in the present, to be excellent at this moment, that will make you the most important person for many moments from those you inspire.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Thursday, June 03, 2010
The F-word And Filter Free Friday™
The reason why Filter-Free Friday™ has become necessary is because people don't tell the truth if it makes them look like a complainer or if it will create animosity. So I believe that it is imperative that we all get used to speaking the truth (in a non-hurtful way) that helps individuals and organizations get better - whether they want to or not. Hence the strategy behind Filter-Free Friday™.
"Fine" is a four-letter F-word that people use to politely describe something - but really say nothing - in the hopes of avoiding a confrontation or hurting someone's feelings.
Ask any serious restauranteur or any corporate manager what it's like to hearing "fine" as a customer descriptor of their service experience and they will cringe.
"I get concerned when patrons describe their dining experience as "fine," one restaurant owner said to me. "We don't have anything to go on. Did we just do okay or did we really mess up and they're too afraid to say something? I would never argue with a customer if they told me the truth and it wasn't a great experience. We can't fix what we don't know is broken."
Most serious managers and business owners want honest feedback. The good ones, no, the excellent ones want to hear exactly how they're doing from the customer perspective. It helps them identify their weak areas and build solutions for them. But then there are the mediocre orgnaizations who want to be right more than they want you to be happy. These are the folks I encourage you to give honest feedback.
Stop being a pushover customer - one who just lays down and takes it and then pays hard-earned money for it. If the experience lacks, say so. You don'have to be a jerk about it. Just be honest. If you were disappointed, say something. The good organizations will fall all over themselves making it right for you. The bad ones, well you'll know the bad ones by the way they handle a complaint. Then you can tell your friends how they either made it right or didn't bother.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
"Fine" is a four-letter F-word that people use to politely describe something - but really say nothing - in the hopes of avoiding a confrontation or hurting someone's feelings.
Ask any serious restauranteur or any corporate manager what it's like to hearing "fine" as a customer descriptor of their service experience and they will cringe.
"I get concerned when patrons describe their dining experience as "fine," one restaurant owner said to me. "We don't have anything to go on. Did we just do okay or did we really mess up and they're too afraid to say something? I would never argue with a customer if they told me the truth and it wasn't a great experience. We can't fix what we don't know is broken."
Most serious managers and business owners want honest feedback. The good ones, no, the excellent ones want to hear exactly how they're doing from the customer perspective. It helps them identify their weak areas and build solutions for them. But then there are the mediocre orgnaizations who want to be right more than they want you to be happy. These are the folks I encourage you to give honest feedback.
Stop being a pushover customer - one who just lays down and takes it and then pays hard-earned money for it. If the experience lacks, say so. You don'have to be a jerk about it. Just be honest. If you were disappointed, say something. The good organizations will fall all over themselves making it right for you. The bad ones, well you'll know the bad ones by the way they handle a complaint. Then you can tell your friends how they either made it right or didn't bother.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Wednesday, June 02, 2010
Stop 360° Performance Feedback Now
For those not familiar with 360° Performance Feedback, here's how it works in a nutshell: 360° Performance Feedback is feedback that comes from all around an employee. "360" refers to the 360 degrees in a circle, with an individual figuratively in the center of the circle. Feedback is provided by subordinates, peers, and supervisors. It also includes a self-assessment and, in some cases, feedback from external sources such as customers and suppliers or other interested stakeholders. The results from 360-degree feedback are often used by the person receiving the feedback to plan training and development. (Source: Wikipedia)
But here's my problem with it: if a co-worker is too afraid to send back a salty bowl of soup in a restaurant because they don't want to seem like a complainer, they can't just all-of-a-sudden be able to grow a pair and be able to offer honest, no-holds-barred feedback for a co-worker. No way. They'd be scared to death of creating animosity.
The 360° Performance Feedback model is based on the premise that people will tell the truth. But you know you don't. You don't address someone who parks like an ass and takes up part of a second space. You don't speak up when you get poor service - you whine about it to your friends though - lot of good that does. You won't even talk to the guy with really bad body odor because you don't want to hurt his feelings.
You're so afraid to hurt someone else's feelings that you swallow your own. That's cowardly and cowards are liars. They will say only that which makes people like them. They will not be honest for fear of being confrontational. Worst of all, they don't want people to criticize them so they say everything is fine. A co-worker's performance is fine. Not getting the promotion is fine. Annoyed by disruptive behavior? Nope it's fine too. Everything is fine (unless you get a one-on-one with the boss and then you secretly tell her that you're annoyed). But you go home and whine to your spouse and friends about how bad it is.
So now do you really believe your co-workers when they say that you're doing a great job?
Stop the 360° Performance Feedback now. It fosters lying, deceit and withholding the truth - and it's killing your corporate culture.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
But here's my problem with it: if a co-worker is too afraid to send back a salty bowl of soup in a restaurant because they don't want to seem like a complainer, they can't just all-of-a-sudden be able to grow a pair and be able to offer honest, no-holds-barred feedback for a co-worker. No way. They'd be scared to death of creating animosity.
The 360° Performance Feedback model is based on the premise that people will tell the truth. But you know you don't. You don't address someone who parks like an ass and takes up part of a second space. You don't speak up when you get poor service - you whine about it to your friends though - lot of good that does. You won't even talk to the guy with really bad body odor because you don't want to hurt his feelings.
You're so afraid to hurt someone else's feelings that you swallow your own. That's cowardly and cowards are liars. They will say only that which makes people like them. They will not be honest for fear of being confrontational. Worst of all, they don't want people to criticize them so they say everything is fine. A co-worker's performance is fine. Not getting the promotion is fine. Annoyed by disruptive behavior? Nope it's fine too. Everything is fine (unless you get a one-on-one with the boss and then you secretly tell her that you're annoyed). But you go home and whine to your spouse and friends about how bad it is.
So now do you really believe your co-workers when they say that you're doing a great job?
Stop the 360° Performance Feedback now. It fosters lying, deceit and withholding the truth - and it's killing your corporate culture.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Tuesday, June 01, 2010
Why Free Advice Is Free
"Let me give you a little advice, for I am not currently using it," is what you hear when a broke financial planner offers you investing advice.
Would you take free medical advice from a pump jockey at a gas station? Would you take free legal advice from your city bus driver? Would you take free career advice from someone who's been fired from every job he's ever had?
If you don't have to pay for the advice, is it worth much? It seems that once you commit to paying for something, you view the information differently.
Take a person who borrows a book from you - a book you may have gotten great value and results from by acting on the advice within. But because your friend didn't buy the book for themselves, what are the real chances of them taking the advice the same way you did?
Getting sales advice from your next door neighbor, the salesman, is different than getting sales advice from the sales trainer you are paying to help you. Getting business advice from the corner store owner on your street would probably not come with action steps like you would get from a business coach.
The same could be said of any information you pay for. In fact, there is more learning in a credit card than a Library card - if the credit card is being used to buy books, learning DVD's and seminar registrations.
If you want advice that will move you forward, be prepared to pay for it. If your organization wants to move to the next level, pay for new training. Because here's the truth: if you had the answers, you would already be achieving what you want to achieve. But since you're not where you want to be, you're obviously missing something. So you need help - good help - help that will cost you money but will give you a return on investment.
You see, the illusion of doing something isn't going to cut it anymore. Your people are too smart. If you want to build an organizational Culture of Excellence, replete with solid managers, you're going to need some outside help. Get it and get moving on it.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Would you take free medical advice from a pump jockey at a gas station? Would you take free legal advice from your city bus driver? Would you take free career advice from someone who's been fired from every job he's ever had?
If you don't have to pay for the advice, is it worth much? It seems that once you commit to paying for something, you view the information differently.
Take a person who borrows a book from you - a book you may have gotten great value and results from by acting on the advice within. But because your friend didn't buy the book for themselves, what are the real chances of them taking the advice the same way you did?
Getting sales advice from your next door neighbor, the salesman, is different than getting sales advice from the sales trainer you are paying to help you. Getting business advice from the corner store owner on your street would probably not come with action steps like you would get from a business coach.
The same could be said of any information you pay for. In fact, there is more learning in a credit card than a Library card - if the credit card is being used to buy books, learning DVD's and seminar registrations.
If you want advice that will move you forward, be prepared to pay for it. If your organization wants to move to the next level, pay for new training. Because here's the truth: if you had the answers, you would already be achieving what you want to achieve. But since you're not where you want to be, you're obviously missing something. So you need help - good help - help that will cost you money but will give you a return on investment.
You see, the illusion of doing something isn't going to cut it anymore. Your people are too smart. If you want to build an organizational Culture of Excellence, replete with solid managers, you're going to need some outside help. Get it and get moving on it.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Labels:
advice,
attitude,
attitude speaker,
business,
career,
coaching,
corporate culture,
goals,
kevin burns,
keynote speaker,
listening,
manager,
performance,
results,
return on investment,
sales
Monday, May 31, 2010
Why "Leadership" Fad Will Die in 5 Years
In 2015, 75% of the workforce will be comprised of people over 50 years of age and under 30 years of age. That's 75% who will either be a Baby Boomer (Zoomer) or a Generation Y (Millennial).
Here's what you need to know about each generation:
Boomers will respect the title regardless of the personality of the holder of the title. Gen Y will respect the person who holds the title giving little regard to the title itself.
If you want to engage both of these generations, promote your natural coaches - those who can coach, inspire, motivate, problem-solve and are not afraid to get their own hands dirty - to positions of management. Train them solidly in how to manage people, problem-solve, run efficient meetings, build solid relationships and communicate directly with their team-members. Because no matter what new fad is happening in the market place, you are always going to need to have good, solid managers to keep it all on-track.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Here's what you need to know about each generation:
- The Baby Boomer has only ever known Management. It's how they've worked their whole lives: for a manager. As a generation, they've never really put much stock into the latest fads and corporate trends (see their uptake-ability on technology) but instead prefer to work within a hierarchical chain of command. That chain of command gives an organization order, structure and makes people accountable. Boomers prefer managers who manage. Don't make the workplace seem too new-agey or you are likely to lose your solid workhorses who think work is for work and home is for personal.
- The Gen Y is entering the marketplace with one question for everything: Why? Hence the name, Gen Why. Everything is questioned. Everyone is equal. Everyone is a peer. It's brains and decisiveness over seniority and tenure in their world when it comes to being promoted. They want to know how to be promoted, what they are being measured on and how to achieve the quickest way to the boardroom. They will question why they should be following when they have just as much right to lead. Therefore, they want to know who their boss is and how to become the boss as quick as possible. They are looking for a seat in the manager's chair because of their talent - not because they are most popular in their network. Gen Y is a collaborator and bring their entire network with them - because everyone is equal - theirs is not a world of leaders and followers.
Boomers will respect the title regardless of the personality of the holder of the title. Gen Y will respect the person who holds the title giving little regard to the title itself.
If you want to engage both of these generations, promote your natural coaches - those who can coach, inspire, motivate, problem-solve and are not afraid to get their own hands dirty - to positions of management. Train them solidly in how to manage people, problem-solve, run efficient meetings, build solid relationships and communicate directly with their team-members. Because no matter what new fad is happening in the market place, you are always going to need to have good, solid managers to keep it all on-track.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Sunday, May 30, 2010
Poor Leadership or Bad Management
It’s a simple question easily answered: it’s always bad management. Here’s why. Poor leadership doesn’t exist. There is either a lack of leadership or bad management but there is never any poor leadership. If it’s poor, it’s not leadership – it’s an absence of leadership.
So why do I even bring this subject up? I bring it up because I’m sick and tired of organizations encouraging their people to abdicate responsibility for their actions by blaming an entity that is faceless, has no name nor can be considered tangible. Mediocre organizations and their employees are too quick to claim poor leadership when something goes wrong when, in fact, it is either a lack of leadership or bad management that causes a problem. And if there’s a lack of leadership, then that’s just bad management.
It’s as though we need to blame something but we just don’t have the stones to point the finger at someone specific.
But when you blame bad management, that always falls on one person. One person becomes accountable and responsible. And if you’re going to be able to blame one person for a mess-up in an organization, then everyone can be blamed for their actions – including you!
Leadership, as a whole, is anonymous – anyone can have influence in leadership. Management, however, has a name. And anyone with a management position could be on the hook at any time.
Not much wonder organizations are falling all over themselves to move to leadership training over management training: there are no consequences if you get it wrong. It allows an organization to collectively shoulder a burden when something goes wrong but no one specifically is to blame. But when you point the finger at management, you point the finger at actual names on the doors of the offending department. When management gets it wrong, one person gets singled out – every time.
I applaud the managers who stick their necks out and who are accountable and responsible for their actions. It will inspire employees far more than trying to hide behind cowardly “leadership” labels.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
So why do I even bring this subject up? I bring it up because I’m sick and tired of organizations encouraging their people to abdicate responsibility for their actions by blaming an entity that is faceless, has no name nor can be considered tangible. Mediocre organizations and their employees are too quick to claim poor leadership when something goes wrong when, in fact, it is either a lack of leadership or bad management that causes a problem. And if there’s a lack of leadership, then that’s just bad management.
It’s as though we need to blame something but we just don’t have the stones to point the finger at someone specific.
But when you blame bad management, that always falls on one person. One person becomes accountable and responsible. And if you’re going to be able to blame one person for a mess-up in an organization, then everyone can be blamed for their actions – including you!
Leadership, as a whole, is anonymous – anyone can have influence in leadership. Management, however, has a name. And anyone with a management position could be on the hook at any time.
Not much wonder organizations are falling all over themselves to move to leadership training over management training: there are no consequences if you get it wrong. It allows an organization to collectively shoulder a burden when something goes wrong but no one specifically is to blame. But when you point the finger at management, you point the finger at actual names on the doors of the offending department. When management gets it wrong, one person gets singled out – every time.
I applaud the managers who stick their necks out and who are accountable and responsible for their actions. It will inspire employees far more than trying to hide behind cowardly “leadership” labels.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Thursday, May 27, 2010
Have A Nice Filter-Free Friday™
"Have a nice day." That's just about the most overused, under-meant, lack-of-heartfelt, mediocre expression from non-engaged workers who deal with customers. And I feel their lack of conviction every time they say it.
Want to have a little fun on Filter-Free Friday™? When told to have a nice day, respond with, "Do you really mean that?" I'll tell you that you'll likely be met with a mouth-agape, stunned, "huh?" Do it anyway.
And if you're one of the people responsible for ordering me to have a "nice" day, why not order me to have an "excellent" day or feel free to use any of the other following substitutions that would mean so much more than the meaningless drivel you're spouting now:
Don't just mindlessly accept a half-hearted, banal greeting. You're only encouraging them to keep on being mediocre. Challenge them to have a better day. It's Filter-Free Friday™, the day you express your truth in a non-hurtful way that forces others (people and organizations) to get better.
(Follow Filter-Free Friday™ on Twitter by using hashtags #fff and #filterfreefriday.)
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Want to have a little fun on Filter-Free Friday™? When told to have a nice day, respond with, "Do you really mean that?" I'll tell you that you'll likely be met with a mouth-agape, stunned, "huh?" Do it anyway.
And if you're one of the people responsible for ordering me to have a "nice" day, why not order me to have an "excellent" day or feel free to use any of the other following substitutions that would mean so much more than the meaningless drivel you're spouting now:
- enjoy your sandwich
- remember, no speeding through school zones
- make someone else's day
- buy your loved one some flowers
- do something generous today
- or my personal favorite, a heartfelt, "Thank you."
Don't just mindlessly accept a half-hearted, banal greeting. You're only encouraging them to keep on being mediocre. Challenge them to have a better day. It's Filter-Free Friday™, the day you express your truth in a non-hurtful way that forces others (people and organizations) to get better.
(Follow Filter-Free Friday™ on Twitter by using hashtags #fff and #filterfreefriday.)
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Wednesday, May 26, 2010
Managing A Great Culture Starts With Hiring
The simple truth is that if you don't have a steady stream of the industry's best knocking down your door to come work for you, it could be argued that you don't have an outstanding culture - at least not the best in your industry. Because, if you did have the best culture, hired only the best, had the best opportunities for advancement, the best perks and pay, the best managers and the best environment, you would have the best of the best wanting to come work there. So, by simple default, if you have to place ads to get new workers, your culture is NOT the best it could be.
Who responds to "Now Hiring" signs and ads anyway? The talentless? The unhappy? The low-performers? The available? Maybe, on occasion, you might get a gem but you have to sift through all of the other resumes to find them.
You see, high-performers, if they were unhappy with the company they currently worked for, would simply do something about it. High-performers would start to knock on doors before the jobs became available. They would be making contact with HR managers or other contacts in your organization and would let it be known that they were looking. They would show initiative.
That's why "Now Hiring" signs and ads are a big mistake: they attract those who don't have any initiative which forces your HR department to sift through the trash resumes to see if there's anything worth keeping.
But it's not just the HR manager's job to find good people and recruit them. Every manager, every supervisor, every senior executive and every employee should be on the lookout for good people. When you build a Culture of Excellence, the attitudes of your people change. They stop being competitive and territorial with each other and they commit to work together better. That means, recruiting and building a strong culture becomes everyone's responsibility - a responsibility that every high-performer would welcome given the chance.
So ask yourself, do you have a Human Resource/Talent Management department that attracts, recruits and manages high-performers? Or do you have a "now hiring" department that lazily does what every other mediocre organization does and only attracts the mediocre and available?
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Who responds to "Now Hiring" signs and ads anyway? The talentless? The unhappy? The low-performers? The available? Maybe, on occasion, you might get a gem but you have to sift through all of the other resumes to find them.
You see, high-performers, if they were unhappy with the company they currently worked for, would simply do something about it. High-performers would start to knock on doors before the jobs became available. They would be making contact with HR managers or other contacts in your organization and would let it be known that they were looking. They would show initiative.
That's why "Now Hiring" signs and ads are a big mistake: they attract those who don't have any initiative which forces your HR department to sift through the trash resumes to see if there's anything worth keeping.
But it's not just the HR manager's job to find good people and recruit them. Every manager, every supervisor, every senior executive and every employee should be on the lookout for good people. When you build a Culture of Excellence, the attitudes of your people change. They stop being competitive and territorial with each other and they commit to work together better. That means, recruiting and building a strong culture becomes everyone's responsibility - a responsibility that every high-performer would welcome given the chance.
So ask yourself, do you have a Human Resource/Talent Management department that attracts, recruits and manages high-performers? Or do you have a "now hiring" department that lazily does what every other mediocre organization does and only attracts the mediocre and available?
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Labels:
attitude,
attitude speaker,
business model,
corporate culture,
culture,
excellence,
hiring,
HR,
human resources,
kevin burns,
keynote speaker,
management,
recruiting
Tuesday, May 25, 2010
Talent Theft: The New Edge In Business
It's not hard to make the case that the very best people in the industry, if they're not working for you right now, are working for someone else.
It's the same reason that "Now Hiring" or "Help Wanted" signs or ads should NEVER be a part of your recruiting strategy. The people who respond to these ads and signs respond because they are available. There's a reason they are available.
What you want is to steal away your competitors' best people - and there are two very good reasons for that:
Instead of viewing recruiting as stealing, start thinking of it in the same way you would run a successful sports team. You hire the best players you can. But that means you have first got to figure out where they are. So that means no more Help Wanted signs. They look amateurish and what high-performer, with incredible success, would be tempted to respond to a window sign or newspaper want ad?
If you want to attract the winners, you have to start managing like a winner. Create that Culture of Excellence first and great talent will be easy to attract. But, if you want to hold onto your mediocre talent because you don't want to hurt good people, then you had better create a strategy that takes them from mediocre performer to high-performer. Invest in them and they will invest in you. Manage.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
It's the same reason that "Now Hiring" or "Help Wanted" signs or ads should NEVER be a part of your recruiting strategy. The people who respond to these ads and signs respond because they are available. There's a reason they are available.
What you want is to steal away your competitors' best people - and there are two very good reasons for that:
- When you want to hire high performers, you will need to let go of your low-performers to make room. That means that if the low-performers want to continue working in the industry, they will likely end up working for your competitors.
- When news gets out that the highest-performers in the industry work for you, customers will gravitate to you. Also, once it becomes known that all of your former low-performers are working for your competitors, who would want to do business with them? Bottom-line: if you want to steal your competitors' customers, steal your competitors' best people.
Instead of viewing recruiting as stealing, start thinking of it in the same way you would run a successful sports team. You hire the best players you can. But that means you have first got to figure out where they are. So that means no more Help Wanted signs. They look amateurish and what high-performer, with incredible success, would be tempted to respond to a window sign or newspaper want ad?
If you want to attract the winners, you have to start managing like a winner. Create that Culture of Excellence first and great talent will be easy to attract. But, if you want to hold onto your mediocre talent because you don't want to hurt good people, then you had better create a strategy that takes them from mediocre performer to high-performer. Invest in them and they will invest in you. Manage.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to Kevin's Managing with Attitude Blog by Email
Thursday, May 20, 2010
Ask The Right Questions for Filter-Free Friday™
"How was your stay?" That's the question asked by the hotel clerk as she did other things on the computer. She didn't even look at me.
"Not very good," was my response. Suddenly, shocked, she looked at me.
I explained that the Internet connection didn't work (called the desk the night before), half of the TV channels had picture but no sound and a broken retractor arm on the window allowed the window to be opened but not closed.
The hotel manager approached, apologized and offered me a 1/3 discount on the room.
Then I suggested to him the following: stop asking customers how their stay was, their meal was, their experience was. Customers will answer "fine" so as to not seem to complain. Instead, ask your customers if there is anything in the room that needs attention. Ask restaurant patrons to rate their meal on a scale of 1 to 10. Ask your customers how you can better serve them - especially when they are happy. And then engage them in conversation to find ways to fix it. Stop asking the wrong questions. You look like an amateur.
And customers, stop answering "fine" if you're asked amateurish questions like these.
The hotel manager thanked me for my suggestion commenting that it was indeed a great question to ask. In essence, I was paid $50 for my suggestion. So far, since Filter-Free Friday™ launched in March 2010, I am now at over $250 in discounts and freebies. Are you getting this? Companies will pay you to be honest.
Speak up! You save money when you do. On Filter-Free Fridays™, make them be better: restaurants, hotels, stores, suppliers, co-workers, whatever. Offer some useful, constructive and non-hurtful advice to help others be better. You will get better as well because you will start noticing things that need to be addressed.
Think about it, had the previous guests at the hotel not been such spineless cowards, the room would have been in perfect condition. Not speaking up is selfish and ruins a great experience for others that follow you.
(Bonus FFF Tip #1 for ladies: don't you dare tip your hairdresser, say nothing and then go out into your car and start to cry because the stylist messed it up. You speak up and make them fix it. And DO NOT tip them when they do. A tip is not a requirement. A happy customer is.)
(Bonus FFF Tip #2: if you're on Twitter, tweet your #filterfreefriday or #fff idea to others. Let's get this movement started. Make them be better.)
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
"Not very good," was my response. Suddenly, shocked, she looked at me.
I explained that the Internet connection didn't work (called the desk the night before), half of the TV channels had picture but no sound and a broken retractor arm on the window allowed the window to be opened but not closed.
The hotel manager approached, apologized and offered me a 1/3 discount on the room.
Then I suggested to him the following: stop asking customers how their stay was, their meal was, their experience was. Customers will answer "fine" so as to not seem to complain. Instead, ask your customers if there is anything in the room that needs attention. Ask restaurant patrons to rate their meal on a scale of 1 to 10. Ask your customers how you can better serve them - especially when they are happy. And then engage them in conversation to find ways to fix it. Stop asking the wrong questions. You look like an amateur.
And customers, stop answering "fine" if you're asked amateurish questions like these.
The hotel manager thanked me for my suggestion commenting that it was indeed a great question to ask. In essence, I was paid $50 for my suggestion. So far, since Filter-Free Friday™ launched in March 2010, I am now at over $250 in discounts and freebies. Are you getting this? Companies will pay you to be honest.
Speak up! You save money when you do. On Filter-Free Fridays™, make them be better: restaurants, hotels, stores, suppliers, co-workers, whatever. Offer some useful, constructive and non-hurtful advice to help others be better. You will get better as well because you will start noticing things that need to be addressed.
Think about it, had the previous guests at the hotel not been such spineless cowards, the room would have been in perfect condition. Not speaking up is selfish and ruins a great experience for others that follow you.
(Bonus FFF Tip #1 for ladies: don't you dare tip your hairdresser, say nothing and then go out into your car and start to cry because the stylist messed it up. You speak up and make them fix it. And DO NOT tip them when they do. A tip is not a requirement. A happy customer is.)
(Bonus FFF Tip #2: if you're on Twitter, tweet your #filterfreefriday or #fff idea to others. Let's get this movement started. Make them be better.)
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Wednesday, May 19, 2010
Oxymorons And Half-Truths In Management
Seemingly, managers are supposed to manage to manage all the supposedly manageable things that they manage to manage each day - if they can manage it?
Some of the titles of "areas of management" really make me laugh - some because they are simply oxymorons and others because, well, because they just can't be managed, no matter how fancy the title.
Get good at the basics of people-skills and building quality relationships. Leave the fancy titles for those who need to look important. There is much more reward in helping people become better people.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Some of the titles of "areas of management" really make me laugh - some because they are simply oxymorons and others because, well, because they just can't be managed, no matter how fancy the title.
- Quality Management - if you are able to offer quality, then why would you offer anything less? Quality is not something you manage. Quality is an on/off switch. Either you offer quality or you offer crap.
- Change Management - you can manage change about as successfully as you can manage the weather. Change happens whether you are trying to control it or not. Change is embraced. It is not managed.
- Acceptance Management - the king of oxymorons. You will only attempt to manage that which you do not fully accept. And if you do not accept it, how can you manage it?
- Thought Management - I really had to think about this one but realized, in mid-thought, that I wasn't managing the thought. The thought was managing me. Good luck with that one.
- Behavioral Management - isn't that what the straight-jacket is for? If someone's behavior needs managing, why are they still working for you?
- Crisis Management - If it's managed, it's not a crisis. If it's a crisis, the steps leading up to it were not managed.
- Disaster Management - you can figure this one out on your own. Think janitorial.
- Stress Management - just like Crisis Management, if it's managed, there's no stress. Therefore, if there's no stress, there's nothing to manage.
- Relationship Management - no one person is in charge of a relationship - business OR personal. It takes two to have a successful relationship. Go ahead and tell your spouse you're in charge of managing the relationship. I dare you.
- Time Management - my personal favorite. It's not the time you manage. It's what YOU do with the time. It's called self-discipline. Time flies whether you're managing or not. Sorry TM trainers.
Get good at the basics of people-skills and building quality relationships. Leave the fancy titles for those who need to look important. There is much more reward in helping people become better people.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Labels:
attitude,
attitude speaker,
change,
coaching,
communication,
customer,
kevin burns,
keynote speaker,
management,
manager,
middle manager,
service,
stress,
time management
Tuesday, May 18, 2010
Managers Showing Their Laziness
What's with so many managers bashing the Gen Y work ethic? That complaint comes mostly from Baby Boomers - the same people who raised a lot of the Gen Y's. Do you see the irony here? Boomers raise them and then complain that they don't work as hard as Boomers. Huh?
TRUTH: you will NOT be able to convince millions of new workers to give up everything they know just because it's easier for you. (Who's the selfish one now?) And if you try to make them change the way they think, their values and their ethics, then you will end up with an empty space to fill.
You had just better figure out that the workforce is changing - and either you, as a manager, keep up or get left behind. Asking a whole generation of competent (and incredibly fast with a propensity for technology) workers to stop doing what they've been doing their whole short lives and start doing it your way seems sort of one-sided. Maybe it's that you just don't want to change the way YOU'VE been doing things for the past 25 years because it seems like a lot of work. Think about what you're asking them to do. It sure sounds like laziness to me - and not from Gen Y.
Think of it this way: if you were dropped into a management job in Poland, would you expect all of your workers to learn English or would you attempt to learn to speak enough Polish to communicate effectively? The same rules apply here. You had better learn the language (and the ways and ideas) of your workers if you want to effectively manage them. Complaining about it is lazy. It's what mediocre managers do.
Excellent managers do whatever is necessary to manage effectively - even if that means learning a new language - oh, and how to send a text message.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
TRUTH: you will NOT be able to convince millions of new workers to give up everything they know just because it's easier for you. (Who's the selfish one now?) And if you try to make them change the way they think, their values and their ethics, then you will end up with an empty space to fill.
You had just better figure out that the workforce is changing - and either you, as a manager, keep up or get left behind. Asking a whole generation of competent (and incredibly fast with a propensity for technology) workers to stop doing what they've been doing their whole short lives and start doing it your way seems sort of one-sided. Maybe it's that you just don't want to change the way YOU'VE been doing things for the past 25 years because it seems like a lot of work. Think about what you're asking them to do. It sure sounds like laziness to me - and not from Gen Y.
Think of it this way: if you were dropped into a management job in Poland, would you expect all of your workers to learn English or would you attempt to learn to speak enough Polish to communicate effectively? The same rules apply here. You had better learn the language (and the ways and ideas) of your workers if you want to effectively manage them. Complaining about it is lazy. It's what mediocre managers do.
Excellent managers do whatever is necessary to manage effectively - even if that means learning a new language - oh, and how to send a text message.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Labels:
attitude,
attitude speaker,
Baby Boomer,
boss,
communication,
complain,
excellence,
Gen y,
generational differences,
kevin burns,
keynote speaker,
management,
manager
Monday, May 17, 2010
Put The Money Back
When the recession hit, you asked your employees to sacrifice with you while you adjusted to a market downturn. You asked them to give up their expected raises, to find ways of cutting costs, to cut back learning and to do it for their own job security and the good of the company. And now that the company is back on the mend, how quickly are you reinstating pay raises, learning opportunities and meetings and giving back the budgets they helped slash?
Or are today's better margins going directly to the company bank account?
My, my, how quickly we forget who helped you make it through the tough times. It's no wonder that over 60% of the job market is looking for another job. It's an insult to be asked to cut back for the good of the company and then not pour that money right back to the people who sacrificed "for the good of the company." You gotta dance with the one that brung ya.
If, as a middle-manager, you're not actively pitching senior management to open the financial floodgates again, your people are going to lump you in the same bucket. If that's the case, they won't engage for you, they won't produce for you and they won't really care much what you have to say. It's because you did what senior management asked you to do and made them find ways to cut back. But now, you're seemingly not championing for them once that money is flowing again.
This is exactly how cultures of trust and mutual respect get destroyed: by how you emerge from the downturn. If you asked your people to cut back then you MUST give them back what they sacrificed to get you through - or at the very least (if you've become lean over this past two years) ask their opinion on what should be reinstated and what is better left as is. Get their input and make them feel a part of the process right now. If you don't, expect a lot of new faces in your workplace shortly.
--
Part 2 - Here's where you can find me on the social networks these days:
Facebook - The Kevin Burns Attitude Fan Page
Twitter - The Kevin Burns @attitudeburns Page
YouTube - The Kevin Burns Attitude Channel
LinkedIn - The Kevin Burns Attitude LinkedIn Page
WordPress - The Managing w/ Attitude Blog on WordPress
RSS Feed - Subscribe to Kevin Burns Blog in a Reader
--
Kevin Burns - Management Attitude/Culture Strategist
Web Site http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Or are today's better margins going directly to the company bank account?
My, my, how quickly we forget who helped you make it through the tough times. It's no wonder that over 60% of the job market is looking for another job. It's an insult to be asked to cut back for the good of the company and then not pour that money right back to the people who sacrificed "for the good of the company." You gotta dance with the one that brung ya.
If, as a middle-manager, you're not actively pitching senior management to open the financial floodgates again, your people are going to lump you in the same bucket. If that's the case, they won't engage for you, they won't produce for you and they won't really care much what you have to say. It's because you did what senior management asked you to do and made them find ways to cut back. But now, you're seemingly not championing for them once that money is flowing again.
This is exactly how cultures of trust and mutual respect get destroyed: by how you emerge from the downturn. If you asked your people to cut back then you MUST give them back what they sacrificed to get you through - or at the very least (if you've become lean over this past two years) ask their opinion on what should be reinstated and what is better left as is. Get their input and make them feel a part of the process right now. If you don't, expect a lot of new faces in your workplace shortly.
--
Part 2 - Here's where you can find me on the social networks these days:
Facebook - The Kevin Burns Attitude Fan Page
Twitter - The Kevin Burns @attitudeburns Page
YouTube - The Kevin Burns Attitude Channel
LinkedIn - The Kevin Burns Attitude LinkedIn Page
WordPress - The Managing w/ Attitude Blog on WordPress
RSS Feed - Subscribe to Kevin Burns Blog in a Reader
--
Kevin Burns - Management Attitude/Culture Strategist
Web Site http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks - Finding Your Excellence In A Wasteland of Mediocrity
Subscribe to:
Posts (Atom)


















