Reputation COUNTS

At the grocery store this past Saturday, I went to a check out lane with its light on.  The cashier wasn’t standing there, so I waited a few minutes before going to the customer service center to ask if the lane was open.  I heard,

“Oh, I guess she left her light on again.”

Upon further inquiry, this employee told me the lane was not open.  This person said nothing else to me, and in the meantime, all the lanes now had longer lines.

What could this employee have said to make it an exceptional customer service moment?

Perhaps, “I’m so sorry for the inconvenience.  Let me get someone to help you right away.”

There seemed to be no realization that my waiting at the lane with no one to help me was not good customer service.  Granted, this was a small thing, but small things often make a big difference.

Tags: Customer Service, Respect by Marcia Hall
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I’ve just read an article about high school students texting in class.  One senior estimates he sends between 70-100 messages a day while his girl friend texts around 400.  While cell phones are not to be used in class, students find creative ways to do just that.

The teachers say it is a “constant battle” and that it is a sign of disrespect. This lack of respect was also noted by some commentators who observed our elected representatives twittering during President Obama’s speech to Congress.   The nonstop texting and twittering are even being called obsessive by some.

While texting may be fun and efficient, it is hard to get around the lack of respect employers have said they or their clients feel because of it.

Tags: Respect by Marcia Hall
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 Just before the holidays, I discovered that the keyboard I had purchased did not work so I had to return it to the store. It was an awkward size to carry and as I approached the mall entrance, I was relieved to see a man washing the window. I stood in front of the door in his sight, and he said, “The door is open.”

I was surprised that he did not offer to assist me.  If he had said, “Here, let me get the door for you,” I would have been most appreciative.  If you are in the workplace and show common courtesies like this, your co-workers and employer will most likely be appreciative as well. It is a simple way to build the type of reputation that moves your career forward.

Would you have opened the door? 

Tags: Respect by Marcia Hall
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Have you ever been on the phone, involved in what you consider to be an important conversation, only to hear computer “clicks” over the telephone line?

All of a sudden, you realize that the person talking to you is also working or playing computer games.  In fact, you might even hear sound effects from the game being played.  How important do you feel at that moment?

While you might expect this from a friend, or maybe you do it yourself, it is disconcerting to hear these sounds .Those clicks may be interpreted as a sign of disrespect.  It is better to just move away from the keyboard, particularly if it is hard to keep your hands off it.

Tags: Respect by Marcia Hall
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I heard quite a story the other day.  A colleague told me about a new employee who greeted the president of the company by saying, “Hey, dude!”

What was interesting to me was that this employee didn’t know this type of greeting was likely inappropriate.  He was excited to be in his new position and wanted to appear friendly. 

As an employee, if you try to be too familiar with your boss it will likely be perceived in a negative way.  Your co-workers may be suspicious of what you are doing.  Your boss may think you are immature or unprofessional.  When you assume your boss is your friend, you may tell inappropriate jokes or talk about subjects that should be avoided in the workplace. 

I believe it is best to be positive and friendly, but don’t assume that your boss will or wants to be your friend. 

Tags: Respect by Marcia Hall
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This week I watched a football Bowl game where seven players on one team were not permitted to start the game because of curfew violations.

My immediate reaction was what a dumb thing to do.  They betrayed the trust their coach had in them and jeopardized the outcome of the game.  Particularly poignant were the remarks of the coach who said he was hurt and disappointed in his players.

While one player admitted missing curfew was a “bad decision,” I wonder if this group of athletes truly understood that their actions showed a lack of respect for their coach and teammates.  Or did this player own up to the mistake only because he was caught?

I hope that these athletes learn that once trust is violated, it is hard to regain it.

Tags: Respect by Marcia Hall
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Doing what I say I will do is one of the most important soft skills I practice because I want people to know they can count on me when I’ve given them my word.  Sometimes this involves asking business associates to help me with a request.

For example, I have asked colleagues to make a phone call or send some information to another person and they have agreed to follow through by a certain date. When I find out nothing has been done, even past the date they chose to respond, I am both embarrassed and irritated by the inaction because this lack of attention means the other person is not being helped.

I wish the colleague would have said, “I can’t do this right now.”  As we approach 2009, here’s hoping that people will make a resolution to stop and think before promising to do something.  And if they agree, to keep their word by following up promptly!

Tags: Respect by Marcia Hall
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The other day a friend of mine and I were talking what you should do if you’re running a few minutes late for an appointment.  Do you call when you’ll be in there in no time, or just explain and apologize for the delay once you arrive?

We both agreed that you should call anyway.  The person is either worrying or wondering about you when you’re late, so a call removes that concern.

People do wonder.  They think, “Can I count on this person?  Why is she/he late?   Why haven’t I received a call?”

It is during that five to fifteen minutes after the meeting was to begin when people start to question why you are not there..  After 15-20 minutes, they will likely call to find out your status.  You can show your respect for the person and that you take responsibility for your actions by letting them know why you are not there on time.

We say, make the call.  It is a very smart thing to do.

Tags: Respect by Marcia Hall
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I was talking with a businessperson the other day about his frustration with people not returning phone calls.  He had been trying to reach a woman he interacted with regularly to get an answer about an event he was hosting.

All of a sudden, this woman was in a meeting or not available when he called.  Rather than telling him she didn’t have the answer yet, she avoided taking the call altogether.

A simple “Yes,“ “No,” or “Not Yet” was all he wanted to know.  Often, just knowing the status of an issue is enough.  When you are left in the dark, frustration mounts.  A quick email can do wonders to put the other person’s mind at ease, and the bonus is that you are perceived as being responsive.

Tags: Respect by Marcia Hall
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Last week I received an email that said,

“From where we sit, it looks like you could use a lot more…”  The sender was commenting on one of my websites.  I immediately hit the “Delete” button.

While I am always open to suggestions and value constructive criticism, there was something about this unsolicited advice that affected me negatively.  This was the first contact with her, which I did not initiate, and she started out with critical comments.  Why would I want to do business with her?

It seems to me that people like her often assume that because they have “the answers,” there is no need to demonstrate they are trustworthy and competent first.   I believe you can’t mandate trust.  Instead, you need to show you have character and competence.  Sending this type of email is doesn’t accomplish either.

What do you think?

Tags: Respect by Marcia Hall
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