Reputation COUNTS

 THE CONNECT! Coalition, an Anne Arundel County, Maryland, group of organizations dedicated to promoting the importance of essential workplace skills, conducted a survey this past summer to find out what soft skills should be included in trainings for current and future workers. 

Survey participants included business owners/employers, supervisors, HR professionals, parents, educators, and representatives from nonprofits and government agencies.

The top ten skills in order of priority were:

1. Attitude
2. Communication skills
3. Work ethic
4. Integrity
5. Great customer service
6. Respect and follow through
7. Proactive thinking
8. Listening
9. Punctuality
10. Continuous learning

Other skills frequently mentioned were the ability to exceed expectations, willingness to admit mistakes, dressing appropriately, and helping others.

How often do you demonstrate these attributes?  As you look to 2010, determine which skills you lack and pledge to work on them.  Practicing them daily will help you build an outstanding reputation.

Happy New Year!

Tags: Soft skills by Marcia Hall
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For the past two weeks, NBC Nightly News has ended their broadcast with a series called “Making a Difference.”  These segments are my favorite part of the program because they are inspiring, hopeful, and usually put a smile on my face.  I often turn to my husband and say something like, “Wasn’t that great!”

With negative news filling the airwaves these days, stories that show people solving problems or lending a hand to someone in need are most welcome.

What story do you tell?  What are you doing to be inspirational, helpful, or kind?

Tags: Attitude by Marcia Hall
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Earlier this week I sat in a doctor’s office for 75 minutes past the appointment time.  Fortunately I brought something to read, but a good portion of my afternoon was wasted while I waited.

What could the doctor’s office have done to provide better customer service?

• My phone number was on file.  They were aware that the doctor was running late.  They could have called to explain the situation.
• They could have let me know of the delay the minute I arrived in case I wanted to run some errands or reschedule.
• They could have apologized immediately, saying they were sorry I would have to wait, showing me they respected my time.

Being silent is not good customer service.  Instead it produces frustration and anger.  This applies to all industries.  Customers like to know what is going on and consider it a sign of disrespect when they are left in the dark.

Tags: Customer Service by Marcia Hall
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 How often have you dialed a phone number and heard this message, “I’ll return your call shortly.”

Then, you wait. Two or three days go by and you’ve heard nothing.

If a recorded message includes a word such as “shortly” or “promptly,” people may believe, “I’ll hear back within a few hours.”  When no one calls, the reputations of the company and the person who created that message can suffer.

This applies to live interactions as well.  Saying, “Please stay on the line and someone will be with you promptly,” and then making the caller wait 15 or 20 minutes, is aggravating.

E-mails are not exempt.  Writing, “Your e-mail will get our prompt review,” and then not following up quickly produces unnecessary frustration for the customer or client.

I believe it is important to choose words carefully when creating a voice or e-mail message.  If you are unable to respond soon, let callers know when they can expect to hear back from you.  Don’t use the words “shortly” or “promptly” unless you actually will return the call or e-mail quickly.

Tags: Etiquette by Marcia Hall
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