Reputation COUNTS

Last week I talked to a friend who told me of a workplace situation that happened to her.  She manages a group of employees and decided to take them out to dinner to celebrate their recent successes.

This was held at a fancy and rather pricey restaurant, and the meals were pre-selected.  My friend was surprised when one of her employees asked if she could order a larger ounce steak.  This would add more than was expected to the cost of the meals, but my friend felt she had to say yes.

It turned out that this employee did not intend to eat the extra portion.  Instead she walked out of the restaurant with three boxes of food! 

What kind of impression did this employee make?  How has the likelihood that she will be promoted been affected?

Tags: Workplace behavior by Marcia Hall
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Yesterday I drove to a department store to pick up a few items.  During that visit I went to two different sales clerks to make purchases.

After simply ringing up my purchase, the first clerk asked me to call the company’s customer service phone number and say I had had outstanding service.  She said it would “help the store” if I called.  The second clerk answered the phone while waiting on me saying, “How I can provide outstanding service to you?”  Then her tone quickly changed when she realized it was another department calling.  She started to complain to that person and later to me.

In both instances, I did not feel I had received “outstanding service.”  It sounded like they were forced to say what they did rather than it being heartfelt.

I realize times are hard and sales are slow.  But just saying the words means nothing if the tone and attitude don’t match the words.  Outstanding it was not, and I have no intention of calling to say it was.

Tags: Customer Service by Marcia Hall
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Last week I called a bank to help me answer a question on an application. The customer service rep was friendly and happy to be of assistance, although he said he would need to talk with his supervisor in order to give me the right information.  He asked for my deadline and then said he would call back before I left for the day.

It was getting close to my leaving and I really needed the answer so I called again.  Since I had neglected to ask for the name of the first customer service rep, I started to explain my situation to a second person.  This time I heard, “We never give out that information.”  This was said with a rude tone.  Her manner was in stark contrast to the way the first bank representative interacted with me.

Ten minutes later the original rep called me back.  He gave me the answer and said he was glad to have made my deadline.  He was courteous and helpful.  This time I asked for his name – out of appreciation.

Hopefully both calls were monitored that day as they are excellent examples of what to do and what to avoid doing.

Tags: Customer Service by Marcia Hall
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As I watched the Roddick vs. Federer 2009 Wimbledon Men’s Final this past weekend, it was interesting to see the resolve each showed during the competition.  Even in the fifth set as they matched each other game for game, both were determined to give it their all.

Later that day, Tiger Woods showed the same conviction as he faced challengers throughout the final 18 holes. He consistently exhibited traits he would need to win, which he did by one stroke.

Those characteristics – showing perseverance, giving their best all the time, and getting the job done – are exactly what make employees shine in the workplace.

It is a pleasure to watch such excellence in sports.  Employers value workers who demonstrate that same excellence.

Tags: Soft skills by Marcia Hall
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