New Year's Resolutions for Corporations

As a former corporate executive, investor, and potential loyal customer, I have witnessed some unfortunate decisions, policies, and behavior norms within large, reputable businesses. Wouldn’t it be nice if more corporations would set higher standards by which they would operate? Here are some ideas for New Year’s resolutions that would generate admiration and loyalty in the heart of employees, customers, and investors: · We will unfailingly treat our employees with the respect and care that reflects our public statements about how important they are to the success of our company. · Our advertisements and marketing will be devoid of mean-spirited humor and demeaning sexual stereotypes. · Motivated, responsible, innovative managers will be consistently recognized and rewarded over those who spend energy posturing and positioning themselves politically. · Our working relationships with vendors and service providers will not only be respectful, but also productive, beneficial, and financially attractive for all parties. · We will always be open to new ideas that make our company, our products, and our work environment better. · Our collective energy will be consistently focused on things that truly matter, as clearly stated in our mission, values, and goals. Please comment and share your ideas for other Corporate New Year’s Resolutions.

The Humanity of Leadership

A question endlessly explored by MBA programs, training seminars, self-help books, and (lately) LinkedIn postings is, “What makes a good leader?” An answer rarely seen is, “Humanity”. The end of the year is a good time for leaders to open up a little more than usual, and show a less officious side of themselves. Set the tone for the coming year by being thoughtful, demonstrably appreciative, empathetic, and truly interested in those around you. This is a busy time of year, for everyone – including businesses. There are performance reviews to conduct, budgets to balance, annual goals to appraise, and expense reports to file. In addition, everyone has personal activities distracting them, including the holidays, family gatherings, shopping for gifts and special meals, and dealing with what Mother Nature chooses to deal out. It’s easy for everyone to be so busy that the year ends with only a collective exhausted sigh. As soon as it’s over you are leading the charge toward new goals, fresh projects, and more pressure. True leaders must halt the wheels of industry long enough to show some humanity. Make sure your team’s accomplishments for the year are applauded. Celebrate the achievement of goals. Take time to visit with individuals. Ask them about their family, their health, and how they are celebrating the holidays. Thank them for something specific they did this year that made a difference. Reach into your pockets (not company coffers) and give gifts, host a meal, or invite your team to your home for a gathering. This is the time of year to pull out the stops and show you care. These kindnesses, this humanity, will go a long way toward building a connection with your work colleagues, your persona as a leader, and loyalty to your company. Last week, my husband and I went to see a stage version of Dickens’ “A Christmas Carol”. As always, we smiled throughout Fezziwig’s joyous office party. It was enthusiastically enjoyed by the young Scrooge, and wistfully recalled by him in his travels with the Ghost of Christmas Past. In contrast, there was Scrooge’s business partner Jacob Marley. Remember this?: JACOB MARLEY: In life, my spirit never rose beyond the limits of our money-changing holes! Now I am doomed to wander without rest or peace, incessant torture and remorse! EBENEZER: But it was only that you were a good man of business, Jacob! JACOB MARLEY: BUSINESS? Mankind was my business! Their common welfare was my business! And it is at this time of the rolling year that I suffer most! Apply a good dose of humanity to your role as a leader, during the holidays and throughout the year.

A Unique Marketing Vehicle

Yesterday I was on an el train in Chicago, headed home a bit cranky after some unsuccessful Christmas shopping. Suddenly, across the tracks at the Belmont stop, what to my wondering eyes should appear but a special train decorated with colorful lights and holiday greetings? And that’s not all. Between two passengers cars, on a flatbed, was Santa and his reindeer! Cheerful seasonal music could be heard emanating from the train. What really surprised me was my reaction. I’m 54 years old, but I reacted like a kid. Whipping out my cell phone, I called my husband to excitedly describe what I had seen. He said, “How cool! You saw the Holiday El Train.” Here’s the deal – each year, the Chicago Transit Authority (CTA) decorates one train for the holidays and runs it on various regular routes. They post the schedule on their web site. Santa is a CTA employee who volunteers his time. Cost to the city is minimal. What is the benefit? Look at it from a marketing and communications standpoint. As a marketing vehicle (pardon the pun) – it must appeal those visiting Chicago. Imagine if you just arrived at O’Hare Airport and this is the train that took you into the city. Your fellow passengers are in a good mood, and in addition to an efficient means of transport you have a memorable experience that puts a smile on your face. You probably tell others about it as well. Chicago residents enjoy the Holiday Train too. Surprised commuters get a wave from Santa as his sleigh goes by. Children ride public transportation too, and this does not fail to delight thousands of youngsters every day. From a communications perspective, the CTA maintains that it’s a morale booster for their employees. The train is decorated by volunteers, and staff vies for working on that particular train. What a lift they must get from rider’s reactions! After my personal sighting, I searched the internet for information, and got 58,400 hits. YouTube had 57 videos. Google images yielded over 21,000 photos. If you could calculate the number of impressions (mostly very positive) generated by the CTA through the Holiday Train, it would be - well - impressive. Grinches will argue the details and the PC-ness of this Chicago tradition. But it’s hard to deny its brilliance as a marketing/communications initiative. Besides, it’s just fun.

Looking for a Job? Don't Panic - 10 Things to Do Instead

With the unemployment rate hovering around 10% nationwide, probably every one of us knows people who have recently lost their jobs. Companies are trying to remain profitable (or at least lose less money) during a serious recession. Salaries are a big part of overhead. To the executives, it’s business. To those directly affected, it’s their career and their life. First and foremost, DO NOT panic. Panic tends to hamper the ability to act with purpose, and it is a time for focused action. If you didn’t see your job loss coming, you may not have been well-prepared for a job hunt. So get prepared now, and fast. 1. ASSESS YOUR FINANCIAL SITIATION: How long will your savings last? Depending on the type of job you seek, you could need 6 to 8 months of money to pay living expenses while you are unemployed. (For senior executives, 1 to 2 years is more realistic.) 2. POLISH YOUR RESUME: Be sure it’s current, complete, professional, attractive, compelling, and error-free. Get help from your friends or an expert to make sure it’s the best it can be. Once you have your base resume, it can be easily tweaked when applying for specific opportunities. 3. UPDATE LINKEDIN: Be sure the information on LinkedIn is consistent with your resume. 4. FILE FOR UNEMPLOYMENT: The best case scenario is that you won’t need it – but it’s there to help you through exactly this type of transition. 5. NETWORK RELENTLESSLY: Let your personal and professional contacts know that you are available for a new opportunity, and that your contact information has changed. Most positions are acquired through networking – not advertisements or public job postings. Get involved in community and professional organizations, where you can meet new people and learn new things. The bigger your network, the more chance you will be in contact with someone who can help you. 6. PURSUE ADDITIONAL TRAINING AND/OR CERTIFICATIONS: You have time now that you can use to enhance your skills and make you more attractive to potential employers. That sort of initiative makes a good impression. 7. CONTACT YOUR COLLEGE ALUMNI ASSOCIATION: Some schools have Career Services departments that help alumni as well as students. Ask for help and get involved. 8. PRACTICE YOUR INTERVIEWING SKILLS: Ask a friend or mentor who has hiring experience to conduct a mock interview and give you honest feedback on your “performance”. If you get your foot in the door for a real interview, you want to be poised and prepared. 9. RESEARCH PROSPECTIVE EMPLOYERS: If you know what company you would like to work for, do your homework. Scour their web site, read their annual report, be familiar with related recent news and current events. Your obvious interest will be apparent in an interview. 10. ASSESS YOUR APPEARANCE: While we’d like to think people don’t judge us by our looks, that’s not entirely true. Do you need to drop a few pounds, get a good haircut, buy a new suit, have your nails manicured? Whenever you go out networking, make sure you take pains to look your best. There are jobs out there, but you need to do more than passively sending out your resume. Keep taking positive action, and opportunities will appear.

Ready, Set, Go - It's Cyber Monday!

Nearly 1 in 3 of us will be doing holiday shopping online today. I do a good portion of my shopping online these days, and have my own list of success factors for online purveyors, based on personal experience. First and foremost, a website must be robust (fast), appealing, and easy to navigate. Buttons for “Add to Cart” and “Checkout Now” should be clearly and boldly displayed. Surprisingly, I have used web sites that make it difficult to figure out how to actually buy something. That’s not good. Providing multiple search options to find an item is critical. I may want to go directly to a specific product via an item number. Other times, I may need to search by size, color, price range, gender, or other category. Creativity in search options provided can be a competitive differentiator. Availability of inventory makes or breaks the success of an online store. I have abandoned some websites that seem to always be out of whatever I need. This is a particular challenge this year as we are recovering from a recession. Retail has been hit hard, and some companies have cut their inventory. Those who can consistently fill order requests will get and keep customers in the long term. I find it easier to keep track of clearance sales online than I do in brick and mortar stores. If I have a particular item on my radar screen, but want it at a discount, I’ll just keep an eye on it online. For my favorite retailers, I have provided my email address to receive notifications of special sales events. That’s much easier than going back to a store again and again. If multiple vendors offer the same item at the same price, from whom do I order? The deciding factor is usually a comparison of shipping charges and return policies. Nothing makes me happier than a sale price, free shipping and free returns. Oh, and tax-free purchases add the icing on the cake. Recently, several retailers have delighted me with unexpectedly superior online customer service. Providing a live “Click to Chat” option, well staffed with knowledgeable representatives, is an impressive service.

Obviously, I must have confidence in the security of my information on any retail website. This requirement keeps me shopping only with established retailers - no mom and pop operations.

Finally, there are bell and whistles that bring me back to specific online retailers. For example, I love using My Virtual Model to “try on” clothes. That feature has influenced my buying decision on several occasions. This sort of creativity in retailing makes online shopping more interactive and satisfying for cyber shoppers. Shoppers and vendors – get out there and make Cyber Monday 2009 successful.

Shifting Tides of Communication

I’ve been around long enough to remember the impact the introduction of email had in the workplace, and in our private lives. As people came to rely on email, business practices shifted over time. Paper letters and memos almost completely disappeared from communication. Fewer phone calls and meetings are initiated, because simple subjects can be addressed in email. Instead of faxing or mailing large documents, they are digitized and emailed. This shift began in the early to mid-80’s; about 25 years ago! Fast forward to late 2009. Although email is still a major factor in business communication, more recent additions to the technology scene continue to change the tides of the vast sea of communication. Today we find ourselves navigating unpredictable currents the impact of which may not settle in the near future. My 17-year-old nephew tells me, “Email is completely dead as a means of basic conversation.” His brother, a college junior, adds “I don’t think I have emailed any friends my age in years; in fact, I don’t think I know any of their email addresses.” Both, however, concede they still use email for school-related information – sending school work and communicating with teachers. Texting is the preferred and primary mode of communication among Generation Y-ers. I had to laugh when I read, “Texting has many wonders.” Among them, the ability to carry on a “conversation” over a period of time and/or in a noisy locale. Multiple people can be texted at the same time (that one was news to me; I’ll have to look at my phone again), and it’s easy to stay in frequent contact with your friends. According to my college-student nephew, “I see my phone as a texting device first, and a calling device second.” He uses Skype when calling his long distance friends; reserving use of his cell phone minutes for calling his parents or his brother. Voice mail is apparently just an annoyance. Why make someone press all those additional keys on their phone to retrieve a voice mail when a text is so much easier? My question is what does all this mean in light of the much-hyped social media revolution? Businesses are tying themselves into knots, "Tweeting" and trying to create an alluring presence on Facebook. Will this be effective when targeting the Gen-Y demographic? The Gen-Y’ers I interviewed (via a Facebook message BTW) all use Facebook to one extent or another. From another college student interviewed, “I usually use Facebook messaging…because everyone I know checks their Facebook almost daily and it’s a crapshoot when sending an email”. Two mentioned Facebook being an effective means of setting up group events. Two also admitted that how they and their friends use Facebook is evolving. LinkedIn is another consideration – not yet on these students radar screens – but increasingly important to business. All three of my young interviewees recognized the generational difference in communication preferences, and tend to modify their behavior accordingly. What will it mean to brand domination when marketers figure out how best to engage this demographic as they come into their salary-earning years? The possibilities are exciting. This shift in the tides of communication is affecting business practices – just as email did 25 years ago. The challenge is how to harness and harmonize use of the multiple technologies available to springboard past the competition.

Global Economy, Sure - but American Isolationalism?

On a recent European trip, to Italy, Greece, and Turkey, I was impressed with how easy it was to interact with our local hosts and service providers. Most people with whom we came in contact spoke English, many menus had English translations for every item, and English signage made getting around easy. Granted, our travels took us to tourist destinations, where this is not that surprising. But it made me think about how foreign visitors to the U.S. manage in our Anglo-centric culture. Only somewhere between 10 and 25 percent of Americans are able to converse in a second language. In Europe, this same statistic appears to be 50 percent, or slightly more. Multi-lingual signage in big cities appears to be directed more toward our residents from foreign countries than it does to visitors. (At Home Depot in Chicago, they have signs in English, Spanish and Polish.) Service personnel who speak a language in addition to English more often than not do so because they originally came from another country, where that was their first language. Although the United States is a melting pot of many cultures, we still have a somewhat isolationist culture. If we respected, explored, and embraced our diversity more enthusiastically, we would gain a perspective that would serve us better globally – both politically and economically. It’s a big mistake to be so arrogant as to think that our way is the only way. It’s not even always the best way. There are many global issues that should interest us, if for no other reason than they WILL impact our lives in some way in the future. Watch CNN World, BBC World News, or other sources of international news reports. Open your eyes to important stories developing around the globe and think about their impact. Will Turkey be admitted to the European Union? What will be the long term impact of the overvaluation of the Chinese Yuan? How do unemployment rates in the US compare to statistics in other countries? What will happen if democracy doesn’t take hold in Afghanistan? These issues, and many others, should be of more interest to us if we expect to retain a leadership position in the global economy. Education and experience is the answer to addressing our isolationist leanings in the U.S. Study world history and news, travel, learn another language, appreciate foreign music and art of different cultures, and open your eyes and heart to extraordinary experiences. We are part of a great, wide world, and we can’t continue to be successful as a country or as individuals without understanding where we fit in our world culture.

Pausing to Recap

From the day I posted a placeholder for this blog on April 30th to this posting, I have posted 29 weekly blog entries on behalf of Haropulos Bailey Consulting. So I thought I would take a deep breath, recap what has been posted so far, and provide easy shortcuts to subjects you may have missed or would like to revisit. Thank you for your continued interest. About Us: Who is Haropulos Bailey Consulting and why are we blogging? Our Guiding Principles: How Haropulos Bailey Consulting does business and interacts with clients. Why Consulting?: Why we ventured into the world of consulting. Help From A Pro: Everyone needs expert assistance every once in a while. Reinventing Your Career: Ideas for how to examine a change in direction. LinkedIn - A Networking Must: Why you really shouldn’t ignore being active on LinkedIn. 10 Ways to Screw-Up Your LinkedIn Presence: How you can do more harm than good with LinkedIn. Customer Service at Retail Stores-Dying or Already Dead?: A rant about the state of customer service. Employees Want "More Communication": How do you know what employees want and need? Prove It or Lose It: Don’t rest on your laurels, or you will find yourself becoming irrelevant. When It's Time To Go: Sometimes, you just have to move on. What are the signs? Weak Ties - Strong Benefits: Your closest acquaintances often aren’t the ones who can help you most. Email Etiquette Revisited: We have all sinned. Repent and be reminded. Regroup, Refuel, Recharge: Be good to yourself if you want to perform at your full potential. Managing Up, Long Distance: You are here, your boss is there. How do you make it work? Advice for Newly Hired Graduates: What I wish someone had told me 30 years ago. Leaders Need Trusted Advisors Too: Believe it or not, even good leaders don’t have all the answers. Creative Juices: Ideas on how to summon innovative thoughts. Relationships Make the Difference: No man is an island. You need to build strong ties to others. Bridges: Essential to getting around, and to get back to places you may want to revisit. An Old Fashioned "Thank You": How to express appreciation effectively in writing. When Presenting, Know Your Audience: Don’t you dare touch PowerPoint until you start here. An Acquisition Fable: Just a little harmless, made-up story. Uncommon Courtesy: A little courtesy goes a long way. Why is it so often absent? Expectations Upfront: New hires and transfers need clarity to get them started on the right foot. Leadership is a Balancing Act: Bad times will change back to good times. Leaders should smooth out the highs and lows. Know Your Stuff: Customer service starts with competence. As always, I welcome your suggestions for future topics. I live in fear of running out of ideas.

Know Your Stuff

There are many fine points to providing good customer service, including the application of empathy, listening and communication skills, and follow up. With the aim of improving the care we provide to our customers, we receive individual coaching, work as a team to develop strategies and procedures, and go to endless learning sessions du jour designed to improve specific skills that contribute to our service abilities. That’s all important – very important. But I maintain that the foundation of good customer service is for people to be extremely competent at their jobs. Yes, just Know Your Stuff. Think about times you have been disappointed with service you have received. How often has the root of the issue been a service provider who doesn’t know what they are doing? For example: Long lines at the register at a store because the clerk doesn’t know the computer functions. Hotel checkout takes longer than it should because the agent doesn’t know how to correct the charges added to a bill in error. Empty your grocery bags at home and find the poor defenseless raspberries crushed under a jug of orange juice. Waiters put dishes down in front of the wrong guest because they didn’t note who ordered what. Any of these scenarios result in customer DIS-satisfaction as a result of incompetence on the job. Sweet smiles, hollow apologies, and thanks rarely take the stink off a customer encounter badly botched. “Sorry you had to wait” or “Thank you for being patient” are well-intentioned, but I’m sorrier than you that I had to wait! And I’m not patient! I beseech companies to collect and examine their customer feedback data and get to the root of their customer complaints. Take time and spend money first on preparing your employees to do their jobs efficiently and effectively. Then layer the finer points of customer service on top of competency. Show that you Know Your Stuff, and your enterprise and its representatives will both be more successful.

Leadership is a Balancing Act

I’m observing, with interest, the shift in management practices that has occurred as good times have changed to bad times for business. Back when times were good, signing bonuses were a common practice, job-hopping was a legitimate way to advance a career, job benefits were plentiful and even considered an entitlement, and companies were obsessed with measuring and enhancing employee loyalty. Similarly to the entire marketplace, the situation was a little out of balance. But who’s going to complain when there’s plenty of money to go around? Then the recession hit hard. With the major downturn in the economy came widespread restructuring, layoffs, and struggles to stay solvent until business levels recover. Suddenly, instead of courting employee loyalty, corporate management demanded that their people accomplish more with less. Said or unsaid, the message has been, “Be happy you still have a job.” People have responded, but are driven by fear and uncertainty more often than they are inspired by a common purpose. Once again, a lack of balance is evident. The pendulum will swing back to better times. Lessons can and should be learned to help strike a healthy balance between common practices in good times versus bad. We should always be grateful to have good job opportunities. Corporate management should always appreciate employees who contribute effectively to corporate goals. There will always be ups and downs in the cycle of economy and business. Successful companies with strong leadership don’t blow wildly in the wind. They consistently apply good business practices and adjust them with consideration and care when the environment changes, and they keep their team members informed. Internal corporate communications can make a valuable contribution toward achieving a balance between good times and bad. Leaders who communicate corporate philosophies, strategies, and values build trust and gain buy-in from their employees. Fear and uncertainty is fed by a lack of information. Open and honest interaction nurtures uplifting loyalty and cooperation through tough times. Unity and strength of purpose come from successfully overcoming a challenge together. It’s a balancing act in which every leader should be fully engaged.

Expectations Upfront

Many misunderstandings and disappointments with new employees can be proactively avoided by clearly setting expectations upfront. This is Management 101, but over the years I have been stunned by my observations of issues that could have easily been avoided by following a few simple procedures as part of the orientation of a new hire. REVIEW THE POSITION DESCRIPTION TOGETHER Hopefully the employee saw the Position Description as part of the interview and hiring process. I recommend you go over it again, and include a verbal elaboration of the responsibilities. This document should be a touchstone for the employee and for management when evaluating performance. EXPLAIN YOUR MANAGEMENT PHILOSOPHY Tell the employee how you operate as a manager. This might include statements like, “I’m very hands on”, “I’ll provide the goals, but you have leeway in how to accomplish them”, “I’m always available when you need help or advice”, or “Part of my job is to clear the path for you”. BE CLEAR ABOUT REPORTING REQUIREMENTS This is the time to explain how you want to be kept informed of what’s going on. You may require a weekly or monthly status report in writing. The employee might need to be prepared to provide a verbal update in a weekly team meeting. If there is an accepted format or methodology for reporting, provide it now. CLARIFY POLICIES In a corporate environment, official policies are documented, and team members read them and acknowledge their receipt. Some require additional emphasis. Discuss work hours, harassment policies, travel and expense accounts – whatever you think warrants discussion. CONFESS PET PEEVES The first thing on my personal list was to communicate my ‘zero tolerance’ policy for gum chewing in the workplace. If you have a peeve that sets you off, don’t wait for the poor unsuspecting newbie to make the mistake and be embarrassed – lay it on the line. GETTING STARTED Finally, be clear about how the new hire will get up to speed, what their priorities are, and how they will be incorporated into the existing team. Talk about what’s going on in the department, and time frames for goals. The first few weeks of a team member’s employment are a key to healthy long-term relationships. As management, you need to make the effort to set clear expectations upfront.

Uncommon Courtesy

Studies show that difficult relationships have more negative impact on work morale than anything else. Conversely, people who work well together and enjoy being part of a professional team find more job satisfaction. A major contributing factor to a pleasant work environment is common courtesy. In today’s workplace, courtesy is not always the norm! I bet you’ve had to deal with some of these issues on a regular basis: People who don’t return phone calls…The bum that takes the last cup of coffee and doesn’t make more…Petty gossip mongers…The manager that never offers a word of thanks…The peer who tries to take credit for your idea or work…Rude or confrontational email…Unrealistic demands…Team members who don’t do their share of the work…That person that’s always late for meetings… Hey, I was in the corporate world for almost 30 years – I could go on with real life examples of rude and thoughtless behavior. The lack of common courtesy is annoying in itself, but there are insidious side effects. Employees who experience uncivil treatment report lower job satisfaction. They start avoiding their jobs through repeated tardiness, unnecessary sick days, and reduced productivity. The office battlefield takes its toll. A culture of courtesy can be established by laying simple groundwork. Senior management must establish policies. Management should be role models and consistently set a good example. Performance evaluations should address a worker’s ability to operate effectively and courteously in the workplace. Unfortunately, many managers today don’t know how (or are afraid to) confront an employee exhibiting bad behavior. Without coaching there will be no improvement. Years ago, I worked on a senior-level team fraught with behavior problems. We finally had a come-to-Jesus meeting with our boss (a former Army sergeant) who confronted us as a group, “You don’t have to be friends or even like each other. But you will respect each other as human beings and behave accordingly, or you will no longer be part of this team.” It wasn’t pretty, but it had to be said. What’s interesting is that things actually got worse and, within months, two of the executives resigned and moved on. Then things got better! My advice to you is to do your part to create pleasant surroundings as part of the norm in your office. Politics can get ugly – you can rise above it. People deserve recognition when they do good work – be sure they get it. When faced with rudeness – respond with grace. The more people yell – the more softly you can reply. We can all strive to set the proper example. For those of us with naturally aggressive spirits, it can be a challenge not to respond in kind to offenders. Consider this… The secret to the Japanese martial art Aikido is to blend with the motion of the attacker and redirect the force of the attack rather than facing it head on, allowing practitioners to defend themselves while protecting their attacker from injury. That seems a wonderfully wise form of uncommon courtesy.

An Acquisition Fable

Once upon a time, there was a kingdom among kingdoms that was ruled by a wise and benevolent Prince. The citizens of the kingdom worked hard, loving their industry and appreciating the higher purpose in their toils. Their days were filled with effort and laughter. They called many they worked among, “Friend”, and often raised a tankard in fellowship at the end of the day or when they traveled together on behalf of the kingdom. In return for their loyalty, the Prince and his father the King provided for their people well – with fair wages, medical care, and the opportunity to celebrate holidays and victories together. All the family members of the kingdom were welcome, everyone wore their finest clothing, and gifts were plentiful. The kingdom expanded and thrived. Then dark days descended and the kingdom faced a terrible time of uncertainty. The aging Prince and the old King knew they could not protect the kingdom and its people forever from changing times. They were swayed by the Counters of the Beans and those who had invested in the realm and were envious of the richness achieved by other kingdoms. A group of powerful Knights from the East banded together and conspired with the Counters of the Beans to convince the Royals to abdicate the kingdom to their care. They brought riches from past plunders, and sang soulful, sentimental songs honoring the past, accompanied by lyres. The Knights spoke beguilingly of their interest in the kingdom, its castles and history, and the people. They made many promises. The Prince and the King were convinced they had found the best answer for the future security of all they had built. Silver and gold changed hands and the deed was done. The Prince and the King retired into the sunset. The loyal people of the kingdom were stunned. They had loved their rulers, and what they knew of the practices of the Counters and the Knight’s past deeds provided little comfort. Soon their fears began to be realized as a plague of misfortune descended. Many loyal subjects were banished from the kingdom, never to return. Others were made to work longer hours without the benefit of gratitude or reward. In their panic, some turned on each other to protect themselves. Those who bowed to the Knights (known in truth to be nothing more than cunning commoners), were rewarded with plum assignments that made them petty Lords over people with whom they used to happily share fate. An Earl and his associates were exposed as dastardly liars and cheats, disgracing the kingdom. People were disgruntled, but remained grimly silent, afraid of being banished themselves; left without a way to care for their families. Some boldly escaped with their modest bags of silver, to start new lives far away from the ruin of their old happiness. They were the lucky ones. The seat of the once happy and beloved kingdom has since been moved to a land far away. New citizens have been recruited to replace those callously left behind. The proud flourish of the royal seal has been replaced with a paler symbol reflecting a curt nod to the past. The Counters of the Beans have a stranglehold on the purse strings, and no longer allow the people leeway to enjoy the sweet fruits of their labors. The Knights speak oh so cleverly – but the people now understand the truth comes from deeds more than words. There is no moral to this fable…the end is yet to be. Will the Counters of the Beans and the Knights from the East realize that the secret to prosperity for all is in the hands of the people? Their loyalty cannot be re-won without care and consideration, and actions that build trust. Knights – you may never be Kings; but we hope you can be more than cunning commoners, for sake of the future of the kingdom and its people. Disclaimer: This fable is an original work of fiction. Any resemblance to actual persons or events is coincidental.

When Presenting, Know Your Audience

You can’t avoid delivering presentations in one form or another in your professional life. Broaden your personal definition of a presentation, and you know this is true. When you hear the word “presentation” today, you may think about standing in front of a room full of people with a PowerPoint slide show. In truth, a presentation is any opportunity to introduce an idea, pitch a solution, influence a decision, clarify a situation, or educate one or more people. It may be anything from a simple one-on-one conversation to a very structured, rehearsed, and elaborate “performance” with scenery, props, and multi-media enhancements. But all must have one thing in common in order to be successful… you must Know Your Audience.

A presentation simply will not be effective without a keen awareness of the makeup of your audience. Who are they? What do they care about? What do they already know? What are their current concerns? Who are their leaders? How is their success measured? Where are they from? What are they most proud of? What might they think is funny?

Your audience will come armed with the internal question represented by “WIIFM?”, or “What’s in it for me?” Why should they be interested in listening to you? A presentation isn’t as much about the presenter as it is about the audience. You want them to walk away with something of value – a new idea, an enhanced perspective – some sort of inspiration that causes them to act.

Research is required to customize your presentation to your audience. The nature of the gathering will dictate how best to prepare, but some ideas are: Interview people you know that are more familiar with your audience than you… Talk to a few representatives who will be in the audience to test the validity of your talking points… Search the internet or other resources for information you can use to personalize your content with examples that recognize individuals in your audience in a positive way… Find out what has been successful with this audience in the past… Be sure your presentation references the past, the present, and the future in a way that is relevant and gives you credibility as an expert.

Above all, don’t make the egotistical blunder that you are omniscient about how best to approach your audience. Find and accept input from others with different perspectives and take them into account for the best results. Remember: Step 1 in presentation preparation is Know Your Audience.

If you found this interesting, you might also enjoy "Self-Destruction by PowerPoint": http://habaconsulting.blogspot.com/2010/01/self-destruction-by-powerpoint.html

An Old Fashioned "Thank You"

Thank you notes are still a powerful form of communication and are becoming an increasingly lost art form. There are many occasions when it is appropriate to express appreciation in written form, for example after a job interview, a special business dinner, or when a mentor provides needed advice or direction. Too often, what should be an old fashioned thank you note becomes a hurried email or (heaven forefend) a text message. What has happened to the fine art of a hand written, carefully personalized, and swiftly-posted thank you? My guess is that many have forgotten how to approach such a note without it sounding stilted and awkward. Think of it terms of keeping it simple, heartfelt, personal and brief. For example: Dear Reader, Thank you for being a faithful follower of my Haropulos Bailey Consulting Blog. It is gratifying to hear from you that my stories, tips, and advice hit home with my intended audience. I am especially grateful for the comments you have posted – they are added inspiration. Thank you again, and stay tuned for future postings! Sincerely, Laurel This is how I approach it: 1. Write out your text in advance (I do it on a computer). This helps me do the hand-written version without making mistakes. 2. Start with a small, tasteful card. (Minimal real estate makes it easier to write an appropriately brief note.) 3. After a “Dear So-And-So”, dive right in with the words “Thank you”, immediately followed by a description of what you are thankful for. 4. Make it personal by mentioning something specific about how the person’s actions made you grateful. 5. Wrap up with another “thank you” before your closing. Much of the impact of a formal thank you note is quick receipt after the “event”. So break out the note cards and the ink pen, dust off your longhand skills, and make a date with the postmaster. Your note will surprise and delight a friend or colleague, and be sure to leave a good impression.

Bridges

Work at the same company for a long time and in some ways you feel like you are on an island. It’s a pretty great island, where you know most of the other inhabitants, you have a nice cube or office to call your own, there’s a gathering place to grab a cup of coffee, and even a place to eat. If you need medical attention, insurance has been made available to ensure you get better. People know you, treat you with the respect you earn, and you even make lifelong friends. There is purpose, as defined by the work and the “government” of the island. Although on an island, you are not completely isolated. The island has a bridge or two so you occasionally travel elsewhere to conduct business. But you know you can count on scooting back across the bridge to go back to the island, where you belong and feel comfortable. Well, what happens when you no longer belong on the island? Whoa! You may have been, (as they say on the reality show Survivor), voted off the island, or you may have chosen to leave for good. This is a disorienting, disquieting situation – even if you make the decision yourself. Your previous work identity is gone; your daily routine destroyed. Perhaps you question your ability to adapt to a different environment – even though you proved yourself more than competent on the island. Your confidence is shaky, and you are a little scared. That’s not a good feeling, and perhaps it makes you angry. Remember that old adage, “Don’t burn your bridges”? This is the time that advice comes into play. Once off the island, the bridges to other places are your means to navigate the journey ahead to a new place of work. The bridges I’m referring to are your network – the people you know and will come to know in your personal and professional lifetime. The majority of new career opportunities today are found through networking as opposed to job postings. Burn your bridges and you damage your network. Today, think about maintaining existing bridges and building new ones. Make a phone call or two to touch base with a former colleague you admire. Send a supportive email to a friend. Ask for help or advice from a mentor. Venture outside your comfort zone to make new connections. For goodness sake, don’t burn any bridges! The harsh words, the angry email blast – are not worth the effort or the risk. Leave the bridge intact in your rear view mirror. You never know if your path in life will need to take you back the way you came.

Relationships Make the Difference

In our neighborhood in Chicago there are two good little Italian restaurants in close proximity to our condo. They are Pizza Rustica and Fornello’s. We can easily walk to either establishment. Less than a city block separates the two. They both serve pizza and other Italian dishes, including salads, pasta, and other entrees with chicken, veal, or seafood. Both have outdoor patios during good weather. Pizza Rustica is a BYOB establishment. Fornello’s has wine and a full bar, or you can BYOB for a modest corkage fee. The prices are reasonable at both restaurants, and the service pleasant and quick. So why do we find ourselves going more often to Fornello’s than Pizza Rustica? Because the servers at Fornello’s have made us feel like valued patrons, from the first time we set foot in their place. These days, we are greeted enthusiastically by name. They know our favorite foods and beverages, and go out of their way to let us know what’s good that evening. If we fancy something not on the menu, they have the kitchen make it especially for us. Two of Fornello’s waiters should be recognized by name… Aldo is warm and charming. The last time he waited on us, I asked for advice on dining in Italy (for an upcoming trip). We had an animated conversation, and Aldo had great recommendations and advice for us. Later he came back with everything painstakingly written down, to be sure we had all the details. Aldo got so excited about thinking and talking about eating in Italy, as we left he said, “Now, I have to go in the back and cry.” Alfredo commiserates with us about dieting and exercise. Every time we see him he says we’ve lost more weight – and we are always pleased and flattered (even though it’s not true). Several months ago, we saw Alfredo walking in the neighborhood. He shouted a greeting, waved, and ran across the street to chat with us. It was a heartwarming encounter. We like Pizza Rustica’s food. But we spend more time and money at Fornello’s because relationships make the difference.

Creative Juices

When you have things to do that require creativity, but the muses are evading you – how do you get the creative juices flowing? Deadlines and stress can get in the way of your normal inspiration. Don’t sit there staring at a blank piece of paper or computer screen in frustration. Take action to kick start your imagination. Brainstorm with friends or colleagues… Play with children – creativity comes naturally to them… Go to a museum… Enjoy a game… Read something inspiring… Commune with nature… Let your mind wander… Doodle… Listen to music… Take a long walk… Meditate… Exercise. There are many tools available to foster creativity. Check out www.mindtools.com for some very interesting ideas and resources. When you are really flummoxed, you may be too tired to be inspired. Sleep on it. Amazingly, creative ideas are often released by the unconscious mind during sleep. Keep a note pad and pencil on your nightstand. What do YOU do to keep creative juices active?

Leaders Need Trusted Advisors Too

Early in our career we need and easily accept direction, advice, and criticism that help us grow and become successful in a work environment. Supervisors and other mentors provide input that shapes our approach to challenges, our ethics, how we relate to colleagues, and what we decide is important. At what point in the development of our career does the need for this type of guidance end? The answer is that it never does. Everyone needs trusted advisors, mentors, and colleagues with whom they can interact and gain perspective – even high-powered leaders. How do executives gain the input they need on an ongoing basis to be successful leaders? Look at how it’s done in American politics. As soon as a new President is elected, they name a Chief of Staff and a Cabinet. These are a group of experts that the President trusts to provide advice, help make the right decisions, and execute a vision in the service of our country. One person just can’t know it all and do it all. Government is/should be a great example of teamwork. In the business world, one of the most important things a leader does is to hire a talented and trusted supporting team. A strong, committed, and diverse executive team that is responsible and accountable for their accomplishments is a critical factor in any leader’s success. Conversely, failure to develop a cohesive and effective team can truly undermine a leader’s position in a corporation. The leader must make tough decisions, and adjust the makeup of his executive team over time to meet the ever-changing demands of the business. Advisors also come in the form of peers within the business. It’s important to develop mutual respect and collaborative working relationships with other executives responsible for segments within the same organization. Frequently, leaders can help each other by providing ideas, guidance, support, and a different perspective. Some celebrities have “Spiritual Advisors” that help them examine their faith and outlook on a life that can easily be skewed by the adulation that comes with fame. Although they certainly wouldn’t put that name to it, leaders do sometimes need help focusing their vision and developing action plans. Confidential confabs with experts and objective thinkers can help executives take leaps forward in their thinking and planning. These special advisors come from networking. They may be former colleagues who have moved on and gained a different perspective. They may be representatives from businesses working in a provider role with the leader’s organization. They may be trusted consultants with whom the leader has forged a productive bond. In the best circumstances, these advisors make the leader more successful by providing ideas, honing plans, playing devil’s advocate, and assisting with some tasks. They play an anonymous role (organizationally) and provide a valuable service. When you reach a point of success and responsibility in your career, you still need trusted advisors; and the sense to consider and accept good advice.

Advice for Newly Hired Graduates

You have just graduated from college and are fortunate enough to have landed a job to start your career. It’s an exciting time that you may find a little daunting. Your friends, family, and new co-workers will have plenty of advice to share. I have some of my own. Although I recently retired from the corporate career I enjoyed for almost 30 years, I clearly remember my start in 1980. My advice is offered from the perspective of experience and having learned some lessons the hard way. You will have to do the same – but that doesn’t prevent me from wanting to share anyway. When you first start your job, be humble. You are not much more than potential to your employer at this point. You need to prove yourself, and it will take a while. Everything you do and say right now is a building block toward a reputation that you want to serve you well. The basics still matter. Be on time for work in the morning – even if others aren’t. Don’t be the first to scurry out the door at the end of the day. Dress professionally and neatly (within dress code standards), and always be well groomed. Take time to develop relationships you can trust. No one is your friend on your first day. I know, it sounds paranoid. I’m just saying be discreet with personal information you share, until you get the lay of the land. Minimize how much your personal life encroaches on your work life in your first weeks/months of employment. You don’t want to be perceived as constantly having to deal with car problems, doctor appointments, etc. Be reliable. Focus your efforts, work hard and smart, volunteer when people need help, and ask for advice when you need direction. Good work is always eventually recognized by competent management. Take responsibility for your work – the good, the bad and the ugly. Trust me, you will make mistakes. People will respect you for how you recover from them. When you succeed, accept accolades gracefully and share the credit vociferously with people who helped and supported you. Have realistic expectations about advancement. Over the years, I never asked when I would be promoted. However, there were many times I asked for more responsibility and more work. Later in my career, on several occasions, I pitched a position that would fulfill a need and proposed myself as the person to fill the role. Promotions came naturally, every 2 to 4 years. You can take the initiative to move your career along – but remember that the needs of the organization will always outweigh your personal desires. Finally – keep growing. Constantly strive for new learning to expand your skills, even if you have to do it on your own time. Business is always growing and changing. You need to be doing the same to stay competitive. The moment you think you have arrived and start relaxing, you start losing ground. Readers: What advice would you give to graduates just entering the work force? Please submit your thoughts as a comment to this blog.

Managing Up, Long Distance

For a large portion of my career, my boss worked in the main corporate headquarters while I lived and worked in a different part of the U.S. I almost consider working remotely the norm, and even prefer it! Working remotely requires skill in “managing up” – doing what you need to do in your work to contribute to your manager’s success. Some face time is still required for relationship-building purposes. There is huge value in seeing someone’s eyes and body language as they communicate with you. Many close working relationships start over lunch or dinner or in long business meetings where you are working toward a common goal. For almost 10 years, I only saw my boss when she or I traveled. She was my mentor, and many years later we remain close. Effective communication can take place over the telephone, and a regular appointment to touch base by phone should be part of your routine. You can analyze a tone of voice over the phone (“Whoops, I really ticked him off now!”), where one should not be read into the content of an email. Gather a list of things you need to talk about in between your calls, so you can be efficient and effective when the call takes place. Email is a great and horrible tool. But it is a critical means of communicating remotely. Always edit your emails before sending, especially if they are sensitive in any way. Remember, an email has the potential to come back and haunt you – in a performance evaluation, a disciplinary action, or even a legal deposition. But email is also a godsend. It allows you to carefully craft your message, organize your thoughts, and summarize important points on the record. Always, always, always think before sending. Status reports, submitted like clockwork, are a very important tool. Don’t load them up with lots of filler to make yourself appear busy. I used to organize my updates as “Accomplishments” for the week or month. If you have a long list, they should be grouped into logical categories. Brief, succinct bullets are better than long descriptive paragraphs, if you want your report to actually be read. Accomplishments are mini-goals achieved, not just how you spent your time. Quantify them as much as possible. (For example, “Executed and documented 5 out of 8 pending annual performance evaluations.”) Be thoughtful about your boss, as a professional and as a person. When they are busy and challenged, ask “How can I help you?” and take the initiative to do things you know will make your boss more successful. Remember, it’s not always about you. Consider doing something special to recognize your manager’s birthday or work anniversary. Offer your sincere congratulations when they have achieved a goal. These suggestions are directly related to managing up as well as relationship-building. Don’t allow negative emotions to fester. You can address them in a professional manner. A few examples: · “It’s important for you to know that I am feeling left out of what you and the rest of the team are working on. Can we talk about how I can be more involved from here?” · “When you said such-and-such, I felt as though I was being scolded and it hurt my feelings. I hope that was not your intent.” You can manage up from a distance. It just takes careful focus on communication and a lot of thoughtfulness. And you have to admit, there are many benefits to not having your boss looking over your shoulder all the time!

Regroup, Refuel, Recharge

The curse of having a passion for work is that sometimes we OVERwork ourselves, get run down and become less effective or inconsistent. We have to be smart about marshalling our physical resources for the long haul, which could be a single busy day or a project of weeks, months or even years. When there is a goal to reach and the work is exciting and stimulating, we may just want buckle down, kick butt, get results, and reap the reward. But in order to be truly successful, more attention must be paid to nurturing our energy for maximum performance. When possessed by a challenge do you sometimes skip a meal, forgo your normal workout, postpone going to the restroom, or work late into the night? If so, you may have trouble with insomnia, fatigue, nervous anxiety, and exhaustion. Taking care of yourself has to come first – even if you want to give your all to your career. Demanding positions may require you to work long hours and meet pressing deadlines. But there are basic things you should do to mitigate the effect of stress on your body and mind – steps you can take to ensure you stay effective: · Take a brief break every 90 to 120 minutes to refresh your focus. · Eat regular meals and healthy snacks in between. Food is fuel and you need it for energy. · Drink lots of water to avoid the ill effects of insidious dehydration. · Make time for exercise. Studies show a link between fitness and productivity/performance. · Get enough sleep (7 to 8 hours) on a regular basis. You are pushing yourself too hard when problems seem overwhelming, ideas elusive, and decisions impossible to make. Take steps to regroup, refuel, and recharge. This is not selfish – it’s just smart. For more information and inspiration, I recommend reading The Power of Full Engagement, by Jim Loehr and Tony Schwartz.

Email Etiquette Revisited

In today’s hectic work environment, email is a blessing and a curse. When used appropriately, it expedites and improves communication. When abused, email can harm business relationships, enable us to avoid responsibilities and commitments (“Hey, I never got that email!”), and otherwise adversely affect our ability to accomplish our primary tasks and goals.

My former Hilton colleagues may remember seeing this article of mine published as an addendum to Hilton Hotels Corporation's formal email policy.

10 points to keep in mind to practice email etiquette:

1. BE THOUGHTFUL: Don’t send unnecessary email; it makes more work for everyone.
2. BE CONSIDERATE: “Reply to All” should be used with careful consideration of the distribution. Do all parties really need to see your reply?
3. BE NICE: Email should not be sent in anger. Don’t write things in email that you would not dare say to someone’s face. Misunderstandings can fester via email. When things seem to be going badly, pick up the phone, or go see someone about it in person.
4. BE ETHICAL: Don’t send email merely to CYA or to dump tasks on unsuspecting recipients.
5. BE A LEADER: Avoid adding to long chains of email when a meeting is clearly required to obtain closure. Suck it up and suggest or arrange a meeting.
6. BE PERSONAL: Whenever possible, instead of sending an email, take a short walk to someone’s cube and have a real conversation. It builds relationships.
7. BE CLEAR & SPECIFIC: Start long emails with a statement of purpose and a straightforward request of the recipient(s); otherwise they may not read all the information, and you may not get your answer.
8. BE SMART: Never document and review human resource issues via email.
9. BE RESPONSIVE: Before discarding email, carefully review and consider whether it requires your response. If so, reply as quickly as possible. If your response was delayed, apologize.
10. BE PROFESSIONAL: Don’t put anything in email that you wouldn’t want to have indiscriminately forwarded to other people.

Email away!

Weak Ties - Strong Benefits

Back in 1973 a groundbreaking study about networking was published by Mark Granovetter in the American Journal of Sociology. The title was “The Strength of Weak Ties”. It introduced the now widely accepted theory that weak (or less direct) relationships in our personal network generate results more effectively than direct or strong ties. A broader network results in exposure to more diverse ideas and opportunities. Granovetter wrote another study in 1983, expounding on his original theory. If you are interested, I located his paper online at "The Strength of Weak Ties: A Network Theory Revisited". In my corporate days I was “too busy to spend time on networking”. Therefore, my network was very dense, in my case meaning that I knew few people outside my work environment. Most of us knew the same people and a lot of the same things in the narrow sphere of business in which we normally operated. Busy people like me didn’t spend time purposefully developing relationships with acquaintances or friends of friends. We had our noses to the grindstone, safely within our comfortable, dense little network. I didn’t see the issue at the time, but I do now. In today’s economic climate, if you need to find employment or want to improve or upgrade your current job, the people closest to you in your network are the least likely to be in a position to help. Your close friends often travel in the same circles, but a friend of a friend is privy to a whole different network of people and information. A whole new world can be opened up by expanding your list of contacts and communicating effectively with them. How do you expand your network into a “low-density” network? Cultivating a broader network takes effort and focus, and a spirit of giving. To begin with, get to know people that are connected to your job more tangentially than your co-workers, such as contractors, consultants, or vendors. Keep relationships alive that were born during cross-functional projects. Stay in touch with people you meet at conferences or in training classes. Connect meaningfully with people you meet in religious and/or community organizations. Search out others with passions and interests that overlap yours, and develop a connection. Get out and do new things. Be free with help and advice. Exchange phone numbers and email addresses. Make a phone call just to stay in touch. Drop someone a note or contact them online. A healthy network requires constant work. Reach out and expand your network through your weak ties. I guarantee you will realize benefits you never expected.

When It's Time To Go

We are all creatures of habit, to one degree or another. There is comfort in routine and stress in change. At work and in our private lives, we plan to minimize risk and maximize results. We purchase insurance, drive defensively, strive to achieve our goals at work, and carefully chart out our career moves. But what happens when plans don’t pan out? How do you know when it’s time to make a change? When is it time to go? Have you ever been really miserable at work? Perhaps you have unsuccessfully tried to analyze criticism received from a boss, been purposefully excluded from power strongholds, shoved into a virtual corner in an insignificant and boring position, or suffered through the process of selective layoffs. At the best of times, office politics can be brutal. During tough times, it’s a struggle to survive financially and emotionally. There are some bad situations that can’t be fixed and shouldn’t be tolerated. Sometimes you have to do more than complain about work and move on to find a better fit - a work situation where you can be successful and appreciated. The more of these indicators you are experiencing, the more likely it is that you should consider looking for a new job: · You are chronically bored. · You have been assigned a job that doesn’t keep you busy enough and/or isolates you from working as part of a team. · Your boss never has a word of encouragement for you, but has plenty of criticism to share. · You can’t see how what you do contributes anything of value to the company. · Your responsibilities bring you no pleasure or sense of accomplishment. · The goals or actions of management conflict with your personal beliefs or morals. · Your performance is being measured against unreasonable goals that are impossible to achieve. · Your efforts are exhausting you and causing stress that is affecting your health or other aspects of your personal life. If any of these things are happening to you, talk frankly with your supervisor to assess whether anything can be done to change the situation. You may want to explore an internal transfer to a new job and a new team. But if it’s clear you don’t have a future with your current employer, take your career firmly into your own hands. Prepare a professional resume, aggressively establish active professional and personal networks, and start the hunt for a new position.

Prove It or Lose It

The Chicago Cubs lead off hitter, Alphonse Soriano, was pushed down in the batting order recently, due to poor performance. He hit a miserable .173 over the last 36 games, and his lackadasical defense had me seriously convinced that hitters were strategically aiming in his direction. Last week, we saw a newcomer fresh from AAA play in Soriano's place, and he played his heart out with great results. Thus the change in Soriano's status. There is a parallel to this in business. A professional has to keep working at being an outstanding contributor to a company's goals, or they can be moved into a less significant role in the organization, or even lose their position. Retention of a good job is not an entitlement. You don't reach a certain level in an organization and become safe for the rest of your career. You have to keep performing, keep proving that you have it to stay even, let alone to progress. What you did a few years ago is history. Companies rightly have a "What have you done for me lately?" attitude. Although this seems obvious, some ignored this imperative during financial good times. Now, when companies are tightening their belts and eliminating unproductive positions, people are scurrying around trying to prove their value. Maybe this is a reality people need to experience once in their career to get the message. It's not the first time it has happened (I experienced in myself in the recession of the early 80's), and it won't be the last. What should you do to improve your chances of retaining your job in turbulent times?

• Understand your company's goals and exactly how your responsibilities relate to them.
• Make sure you have clear performance goals against which your performance can be measured in an objective way.
• Keep in close communication with your manager, so you know exactly what is expected of you.
• Always exhibit a positive, "can do" attitude, and volunteer to do whatever is needed.
• Keep growing your skills and experience, even if you have to do it on your own time.

Failure to do these things will make you vulnerable in your position. If you aren't willing to do what it takes to contribute value to your company, some young up-and-comer (or a cunning veteran) will take your place before you know it. Stay hungry, work smart, and be successful.

Employees Want "More Communication"

In today's corporate environment, our economic crisis has created tremendous uncertainty and fear among employees. More than ever, companies need to think and act carefully to meet the need for internal communication. When employee surveys repeatedly come back with results that plead for "more communication", how do you know what that means and how to respond? First, a carefully crafted follow-up survey should be administered to drill down to how employees think communication is lacking. Get help from a professional, ideally an industrial psychologist, who knows what questions to ask and how to ask them to get the information needed. If the right questions are asked, the statistics from the answers should give you some clear direction on how to proceed. Next, pick your battles. You may not be able to (or want to) attempt to address all the issues at once. From the analysis of your statistics, pick two or three items as your top priorities for immediate action. Now, the fun part. How will you provide "more communication" in a way targeted for results? Who will be responsible for this task? How will you know what efforts have been successful? It's time to construct a plan. Communication must be multi-faceted in approach. Not everyone responds to the same type of input the same way. Some people prefer meetings; others would rather read a newsletter at their leisure. Reaching out once a week may be just right for part of the employee population, while others think more than once a month is overkill. The trick is in identifying a combination of outlets, activities, events - opportunities - from which your employees can choose how they want to engage. There are so many possibilities that only begin with meetings and newsletters. Consider brown bag lunches with guest speakers, casual gatherings after hours with management, podcasts, videos, subscription emails, formal letters, Twitter, Facebook, eLearning, intranet postings, skip level sessions...the possibilities are only limited by imagination (and/or your budget). Employees who are getting open, honest, consistent communication from senior management will be more loyal to their employer, and less likely to be angry in their uncertainty. Times are challenging, and those employed are fortunate to have jobs - but that doesn't mean they should be kept in the dark to assume the worst. Good communication, based on a comprehensive plan, pays huge dividends when it comes to employee morale and productivity.

Customer Service at Retail Stores-Dying or Already Dead?

I am an enthusiastic shopper, and find browsing stores to be a form of relaxation. Besides, it helps me stay knowledgeable about current styles and trends. (I have a fear of slowly sliding into a decidedly middle-aged look.) So why do stores seem so intent on driving me away to shop on the Internet? Customer service issues are at the heart of the issue. That trickles down from the capabilities of the management team, how they hire, and how they communicate priorities. Retail is in crisis, folks! Don’t you think that requires you to think differently? Most of my corporate career was spent in service-related roles. The pursuit of great customer service is a passion of mine, and you will often find me on a soapbox on this subject. The crime of it is that the techniques involved in delivering really good customer service are simple, even FUN, and yet few retailers have found the secret to motivating consistently positive behavior from their associates. Recently, while shopping at The Sports Authority for a specific item I was told, “We don’t carry that in the store, but you might try the Internet.” Yes, I might. But why couldn’t the store offer to obtain the item for me and either hold it for pick-up or send it to me? At Macy’s, I had to return a pair of shoes because the clerk had mistakenly put the wrong shoes in my bag at the checkout counter. When I came back to the store and explained the problem, I wanted to buy two pair of shoes to replace the one pair I was returning. Gosh, I was treated like that was an unsolvable problem! Return one pair, buy two. That’s good for the store – right? When the dust settled, I had a refund for the original purchase, no new shoes, and no apology. I called the General Manager the next day to explain how her associates don’t seem to want to actually make sales. Have you noticed how you often can’t find an item in the size or color you want in the brick and mortar stores? But go home and search the Internet, and you find what you want right away. Why wouldn’t I stop trolling the stores for hours, going home empty-handed, when I can shop online and have my purchase sent to my home? Then when the package is delivered, it’s almost like getting a gift in the mail! You often have to pay shipping fees, but you didn’t drive your car or take public transportation to get to the store – so it’s almost a wash. My call to action for retailers is this: Stop thinking like it’s still 1980! Put yourself in the customer’s shoes and deliver a shopping experience that they can’t get online – in a good way. Clueless, inattentive, lazy, gum-popping drones as sales associates are driving us away forever. Establish a well-communicated service philosophy, make sure management ingrains it into the culture, hire people who will respond to coaching, and deliver real service to your customers. Otherwise, kiss your stores goodbye one-by-one.

10 Ways to Screw-Up Your LinkedIn Presence

Social networking is great – I am a devotee of LinkedIn and Facebook. I haven’t Tweeted yet, but will probably have to go there sometime. If you participate on LinkedIn, you have to be consistent in your participation, or your online presence (so important in a today’s professional world) will have negative impact instead of positive impact. Here are 10 ways I most often see people screw up their LinkedIn presence:

1. “CURRENT" EMPLOYMENT INFORMATION IS OUTDATED. You wouldn’t stretch the truth on your resume. Don’t do it on LinkedIn either. It’s inaccurate and shows people that you are lackadaisical about your employment status.
2. EMAIL ADDRESS IS OUTDATED. LinkedIn updates and notifications are emailed to you. You will not receive them if your email address is incorrect.
3. PROFILE LACKS DETAIL about your employment experience. This is what LinkedIn is all about. People will be interested in who you are and what you have done. That’s the whole point of being on LinkedIn.
4. INDISCRIMINANT INVITATIONS to connect to people you don’t really know, just to raise your Connections count. Before sending an invitation to connect, think about WHY a connection to that person will be valuable (to you and to them), and include verbiage about that in your invitation to personalize it.

5. UNFORTUNATE OR UNPROFESSIONAL PHOTOGRAPH. If you choose to upload a photograph (which is not required), it should be reflective of the professional impression you want to impart. Avoid use of a mug shot or a mobile snapshot taken at a drinking party.
6. ABSENCE OF RECOMMENDATIONS. Professional recommendations/endorsements are an important aspect of rounding out your profile. Don’t be afraid to ask people with whom you have had good working relationships to provide a recommendation.
7. POORLY WRITTEN RECOMMENDATIONS. Following up on the previous point, it will not reflect well on you if someone writes an inarticulate or poorly edited recommendation for you. Do not hesitate to ask for a revision, or do not publish a recommendation that does not suit your needs.
8. JOINING FRIVOLOUS GROUPS. Remember, this is a professional community. Join groups that will provide professional updates and growth to enhance your career and network connections.
9. FLIPPANT OR RUDE POSTINGS to Discussions or Questions posted by other members. If you don’t have anything of value to add, then pass it by. You don’t do your reputation any favors by providing unprofessional input.
10. TAKING WITHOUT GIVING. LinkedIn members are a generous group, on the whole. If you ask for a recommendation, be prepared to offer one in return. If you submit a question and receive helpful answers/advice, be sure to thank respondents and to rate Good or Best Answers. LinkedIn is a community, and the benefits received should be gratefully accepted.

If you are a LinkedIn member, full and professional participation will make the best impression.

© Laurel Anne Bailey 2010

NEW!  10 More (Proven) Ways to Screw-Up in LinkedIn

LinkedIn - A Networking Must

Nothing gets accomplished in the business world without some form of networking. Within a work environment, the relationship you build with each co-worker is a very basic form of networking. Your professional reputation is based on your ability to interact and collaborate effectively with your colleagues. Positive relationships will grow when founded on honesty, reliability, and your dedication to successfully contributing to common goals. But Wikipedia brings to light an interesting and not always recognized aspect of networking. In their definition of “social network” they say, “Smaller, tighter networks can be less useful to their members than networks with lots of loose connections (weak ties) to individuals outside the main network. More open networks, with many weak ties and social connections, are more likely to introduce new ideas and opportunities to their members than closed networks with many redundant ties.” Consider the value of LinkedIn for professional networking. LinkedIn allows you to connect not only with direct and current professional colleagues, but also with “looser” connections, such as vendors, friends, former colleagues, college alumni, and casual acquaintances. Studies show that more career opportunities come from networking with people outside your close sphere of connectivity. It may be that people you work with have you and your abilities pigeonholed, based on their perception of your current job. Acquaintances sometimes find your experience and expertise more interesting and impressive. They can help you make additional connections with professionals with common interests and/or a business need for which you are well suited. Approach your LinkedIn profile as a self-promoting marketing exercise. This is an opportunity to brand yourself. Minimally, provide the facts, just as you would in a resume. In addition, feel free to be creative and let your personality show, by expressing your passions and interests. Take care when establishing your Profile and Contact Settings. For networking purposes, you should allow people to see your Connections, and to send you Introductions and InMail. To further flesh out your profile, consider joining Groups in your areas of interest. (Some of my best networking experiences to date have come from joining my Alma Mater’s Alumni group, and being active in Discussions.) Peruse the questions posted in your areas of expertise and provide value with substantive answers. Sign up to follow blogs that you find enlightening. Share your book reviews and recommendations, using the Amazon Reading List application. In short, participate actively and help people get to know the professional you. Today, a presence on LinkedIn is a must for anyone managing their career and/or a business. This is only one aspect of social networking, but an important first step for those looking to enhance their career profile. For more ideas, see Guy Kawasaki’s blog post: http://blog.linkedin.com/2007/07/25/ten-ways-to-use/

Reinventing Your Career

Gone are the days when young professionals signed on with a company and stayed with it for an entire career. Now, many people find that the best way to move up is to move out, trading one position for a better one with higher pay. Companies that used to value loyalty now are often are looking for fresh talent – people with proven experience who can hit the ground running and immediately produce results that add shareholder value. This environment, in our struggling economy, has left many experienced people wondering what they should do next. Some are desperately trying to position themselves to retain their jobs, while others are dealing with unemployment and job searches. If you are stalled, it may be time to reinvent yourself. But how do you do that? I left my job last year, recognizing that the company I had worked for almost 28 years was becoming a different kind of place; one in which I couldn’t visualize being successful. Fortunately, I had some financial flexibility that gave me time to think about my next steps. One book I read, called Working Identity: Unconventional Strategies for Reinventing Your Career (by Herminia Ibarra), truly spoke to me. The premise is that instead of engaging in a process of lengthy introspection before making changes, one should get out and try things, make adjustments, try other things, make new connections, and find new mentors and guides. Your ultimate career will surface through experimentation and discovery - over time. It’s inspiring to talk to people who have been through the process of reinvention. Among my friends and acquaintances, there are several people who are just now following their true calling in a new career. One, whose interest and strength has always been in building a work team, now works with a major career services company. Before obtaining that position, she volunteered her time with a non-profit career management and networking organization. That experience led to the connections that helped her obtain the job she really wanted. Another acquaintance, after being laid off from a large corporation, is following his passion for photography by starting his own business. If you dream of an alternative career path, find a way to tentatively stick your toe in the water, through networking, interacting with a mentor, volunteering, or using vacation time to explore possibilities. As far as we know, we have one life to live, and we should control our own destiny.

Help From A Pro

While on vacation at a resort in Nevada last week, I decided to take a golf lesson. I had been having some frustrating problems with my swing, and thought a session with a pro might help fix some of my fundamentals. Wow! What a great, productive experience! With the LPGA Pro's observations and guidance, the issues that had been plaguing my game were quickly pinpointed. Through drills and practice - within an hour - I was striking the ball with much improved results. I was so jazzed. Ah, the satisfying "thwack" that you hear and feel when you hit the sweet spot of a golf ball! Sometimes all we need to become more successful is a little collaboration with another expert. In our daily work environment, we can get so caught up in the day-to-day execution of a job we know that we don't embrace the possibility of change to make us more effective and productve. We can become so stretched and harried that we don't make time for constructive thinking. This is when a good consultant can help. Strategic collaboration with a consultant can bring a fresh perspective to your issues and challenges - a catalyst to change. Working with a consultant also gives you the opportunity to offload work, allowing someone else to add value to tasks on your overfull plate. A well-chosen, well-qualified consultant should make you look good - should make you more sucessful - should give you a boost past a rough spot. We all need a little professional help now and again to consistently find that sweet spot. Don't hesitate to search for it.

Why Consulting?

A consultant is ... ... someone who takes the watch off your wrist and tells you the time. ... a man who knows 99 ways to make love, but doesn't know any women. ... someone who is called in at the last moment and paid enormous amounts of money to assign the blame. There are lots of jokes like these that malign the worst characteristics of consultants. You may have encountered consultants that left you frustrated, insulted, or just plain wondering how they could be considered an expert on anything (let alone get paid a handsome fee). Hopefully we have all also had great experiences with consultants that have really helped out and taught us a few things in the process. They can be inspiring. So what would make me start a consulting company? When I walked away from 30+ years in a corporate environment last year, I needed a break from the day to day stress and politics. With a little time to think, I realized that I still wanted to be engaged in business – just in very a different way. Our goal is to offer the knowledge and work abilities we have to projects to which we can clearly add value. We are flexible, hands-on, hard-working, and prefer shorter term assignments where we can get in, collaborate, get out, and leave you successful and relieved of a challenge. Our only success is yours. Why consulting? It’s a luxury to have a short-term narrow focus instead of a long-term broad focus. It’s exciting to work on a variety of projects. It’s fun to work with interesting, smart people. And we still are jazzed to find creative, practical solutions to issues. We are Haropulos Bailey Consulting.

Our Guiding Principles

These Guiding Principles for Haropulos Bailey Consulting are meant to explain our commitment to doing business in a particular way. Our goal is to work with clients who have similar principles, appreciate our perspective, and look forward to collaborating with professionals of like mind. · We strive to develop lasting relationships based on integrity, mutual respect, and trust. · Work projects are accepted based on our confidence that we can add value. · Our solutions have substance and practicality, with a dose of creativity. · We love rolling up our sleeves, leveraging our experience and collaborating with you. · It’s our responsibility to bring a different perspective to your challenges. · You can rely on us. We do what we say. · Making a difference for you is what inspires us. Our only success is yours. Our approach at Haropulos Bailey Consulting is positive and optimistic. We think that being true to our Guiding Principles makes work exciting and fun.

About Us

Today’s consulting market is littered with a vast array of companies from large to small, from specialized to general, from strategic to hands-on. Haropulos Bailey Consulting is a small, personal consultancy founded by two very experienced escapees from Corporate America. We are interested in working with clients in service industries for whom we can add value to projects through “Creative, Practical Collaboration”. This blog will highlight our guiding principles, explore our passions, and outline some of our professional accomplishments. We’d like you to get to know us, and open the door to creating new, mutually-beneficial relationships. (This is not intended as a sales tool, and will not be promoted as such. Of course, if you are interested in doing business with us - great!) Haropulos Bailey Consulting has proven strengths in the following: Customer Service, Planning, Project Management, Technology Product Branding & Marketing, Communications, Career Coaching, Business Intelligence, and Help Desk Operations. Next time: Guiding Principles

Coming Soon

Welcome to the new blog for Haropulos Bailey Consulting, hosted by Laurel Bailey. We appreciate your interest. The first posting is scheduled for Monday, 04 May 2009. Please come back and visit us then.