Reputation COUNTS

Last week I talked to some businesspeople about “little” annoyances that can create a negative impression.  One member mentioned using a smart phone during a meeting, which can cause others to conclude that the person is either bored, not paying attention, too busy to be there, or doesn’t want to participate.  Another is audible sighs, which can signal disinterest.

Perhaps the meeting is boring and the person feels there is no harm in checking for messages, finding something on the Internet, or sighing so loud that everyone can hear it.  However, it is hard to get around the impression those actions create.

Tags: Workplace behavior by Marcia Hall
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In appreciation for their hard work, an employer told her staff that she was taking them out to dinner to a very nice restaurant.

Here is the response from one employee, “Is it only dinner?”

This four-word question tagged this person as a complainer, and did not help her reputation.  To be perceived as appreciative, the employee could have said something like, “Thank you. I’ll look forward to it.”

Complaining is a deadly habit to possess.  It is important to leave it out of the workplace.

Tags: Workplace behavior by Marcia Hall
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An employer told me of a situation she encountered at work.  She invited her staff to a company dinner and one employee asked, “What’s on the menu?”  After this person heard what was being served, she said, “Yeah, I think I’ll go.”  This employee had no dietary restrictions and based her decision totally on the food that would be available.  It was clear to the employer that this staff member would not have attended if she didn’t like what was offered. 

 What was the employer’s impression of this person?  It was that she was ungrateful and lacked common sense.  Asking such a question certainly did not move her career forward.

Tags: Workplace behavior by Marcia Hall
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Last Tuesday evening, my husband Steve and I went to Kohl’s to buy a new vegetable steamer.  Before we left, I noticed their advertising insert that said the Senior Discount Day would be on Wednesday.  If we would have waited until the next day, we could have received a 15% discount, but it was more convenient to go on Tuesday.

At the checkout, the cashier asked if we needed anything else.  Steve said in a joking manner that we’d like the Senior Discount since we were “just a few hours early.”  Much to our surprise and delight, the cashier asked to see my husband’s ID and then said he’d be happy to give us a 10% discount.

This cashier did two things very well.  He joked with us and then took the initiative by giving us 10% off. 

Having a great sense of humor and being proactive are two important qualities that result in really good customer service.  We left with a smile and my desire to write about this positive experience.

Tags: Customer Service by Marcia Hall
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 Nancy LaJoice, the membership director of the Baltimore Washington Corridor Chamber, brought up an interesting point the other day.

She said, “Why do employers spend time and money celebrating a person leaving the company, (i.e. good bye pizza party), and do nothing (not even a verbal mention) for an employee’s yearly anniversary?  Many companies make this mistake.” 

I think this is an excellent reminder to acknowledge the good work of employees who daily contribute to a company’s success.  A simple thank you goes a long way.

Tags: Soft skills by Marcia Hall
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