Tag: employee engagement

Categories
Customer service Engagement Marketing

A Scary Risk Worth Taking

2023 is a milestone year for me.

I started Quality Service Marketing 35 years ago after working in bank marketing for more than 10 years.

Going out on my own was scary, but job security was relative as the bank I worked for was being acquired by a larger bank and I had survived a previous merger. After extensive contemplation and networking, I made the decision to become a solopreneur in 1988.

Here are excerpts from notes I made when considering that momentous change. In working for myself, I wanted:

  • Less frustration from working in large organizations in an industry I was not happy with. (Reminder to self: Yes, it really was that bad!)
  • More control over my career
  • More opportunity for greater achievement
  • More time and flexibility to be with my family.

It was one of the best decisions I ever made.

Among the challenges I faced was the reality that “everyday you’re self-employed, you wake up unemployed.” This pressure was more than offset by the fact that I worked for someone I respected: me. If you worked for even one bad boss, you understand how empowering it is to work on your own.

I also found myself in an uphill battle to build a business fostering workplace engagement with internal marketing, advocating for employee and customer satisfaction that was considered a “warm & fuzzy” concept back then (i.e., not very marketable). I persevered … and am gratified that the work I do still matters.

Happy 35th Anniversary, Quality Service Marketing!

[Image credit: Diego PH on Unsplash]
Categories
Engagement

A Powerful Way to Strengthen Team Culture

In today’s remote and hybrid work environments, how do you maintain connection and camaraderie among employees? How do you strengthen team culture and reinforce the message “We’re all in this together?”

One of the best ways I found to do this is to bring people together in-person, in small groups of 6-10, to safely explore and share their experiences as team members in an immersive and impactful way. As a facilitator, I’ve witnessed the power of such an experience that builds better understanding among employees using LEGO® SERIOUS PLAY®.

Unlike the traditional approach of employees sitting around a table listening to a few colleagues while someone takes notes on a flipchart, LEGO® SERIOUS PLAY® enables 100% participant engagement and creative articulation of ideas. It engages small groups in individual and collective discovery as they build and share models using special LEGO bricks. And in its own unique way, it answers the question:

How can I know what I think till I see what I say?” (quote attributed to Graham Wallis and E.M. Forster)

What’s most gratifying is how participants are astonished by and appreciative of this shared experience that enables them to re-energize their feelings about work in a focused and fun way.

I love the following quotes which help illustrate the workplace benefits of a facilitated LEGO® SERIOUS PLAY® session:

Better understanding and alignment among team members

“You can discover more about a person in an hour of play than in a lifetime of conversation.” Attributed to Plato

“Leaping into the unknown when done alongside others causes the solid ground of trust to materialize beneath our feet.”  Daniel Coyle, author of The Culture Code

Better collaboration and innovation

“Remote work makes it all too easy to default to ‘nothing but business’ mode. But genuine interaction, playfulness, and fun are important for collaboration and innovative thinking. You can always tell when teams are joyful in their work: The quality of the work is better.” Jenn Maer, former Design Director IDEO

“As well as providing much-needed stress relief … play can end up being counterintuitively, very productive. We can make interesting, new connections between ideas when we allow ourselves to loosen up from our regular goal-driven, laser-focused, instrumental approach.” Martin Reeves and Jack Fuller, Boston Consulting Group

Reinforced employee value and empowerment

“Fun is an exhale that people experience when they’re seen, valued, and empowered … we have to recognize that fun is the expression of lots of other important foundational investments in our team that enable people to show up whole, human, and valued.” Amber Naslund, LinkedIn Enterprise Sales Leader

“Shared understanding is what empowers us more than anything.” Chris Hadfield, Canadian astronaut

In our post-pandemic “next normal” world, employees need to re-connect in a memorable and meaningful way. Let me know when you’re ready to make this happen with LEGO® SERIOUS PLAY®.

You’ll be amazed at how well it plays out for you and your team.

[Image credit:  Adithya Rajeev from Pixabay]
Categories
Customer service

“We want your business, not your bad mood”

Facts of life for business:

1: No business has an unlimited supply of employees and customers.
2: Recruitment and retention of both employees and customers are necessary for business survival.
3: Cultivating good employees is as important as cultivating good customers.

However, when good employees are subject to rude and demanding customers, it’s time to let those customers go.

That’s exactly what one business owner did. He was compelled to write the following in response to rude and unruly customers who made a scene at his new steakhouse restaurant shortly after it opened. (The following is cited with permission and minor editing for clarity and space.)

We are a new business – learning and adjusting.

We are not perfect; we are and will make mistakes.

This does NOT give you the right to berate us, scream at us, call us names …

As this business’s primary owner, I will protect and defend my employees – to work in an environment where they feel comfortable and safe.

As this business’s primary owner, I will admit when I am wrong or my employees are wrong and we made a mistake.

I do not want people to pay for food or an experience they did not enjoy. You want a refund? All you need to do is ask.

As this business’s primary owner, a fellow human being, and someone who cares and loves his community and wants it to be a great place to work and live, I cannot believe how inhumane people treat others.

I will personally kick you out of this business if you are unable to treat people like people. You will leave and not be allowed back.

We have customers SCREAMING at employees because we ran out of milk.

We have customers BERATING our employees because we don’t give free bread.

If you are so upset we ran out of milk, and we sincerely apologized for the inconvenience but you still find it necessary to be a jerk – you are gone.

If you walk in here expecting free bread when we NEVER offered it, and you can’t stop complaining about it and decide to treat our staff rudely because of it – you are gone.

You don’t walk into a grocery store demanding free food.

You don’t go to a gas station demanding free gas.

Grow up or go elsewhere.

It’s ok with us.

We want your business, not your bad mood.

Regardless of your experience, we welcome your good or bad or scathing review.

HOWEVER, if you choose to act like a child, a jerk, even an $&@@&$@, we are going to remove you. You are not entitled to treat our staff like you most likely treat everyone else.

If anyone would like clarification on our policy for treating employees with basic decency, you can call either restaurant to speak with me personally; you can also talk to me about your experience. If it’s good, great. If it’s bad, then we need to learn how to adjust and fix it going forward.

Thank you,
Richard Austin, President – Bella’s Sicilian and Bella’s Steakhouse.

Note: Austin’s restaurants are based in Geneva NY, and my husband and I have enjoyed dining in Bella’s Sicilian Ristorante when visiting the Finger Lakes region.

As a long-time employee experience advocate, I applaud Austin publicly defending his employees in this situation. It speaks highly of the culture he has created in his business, and it’s why my husband and I will continue to support his restaurants.

[Photo by Kyle Glenn on Unsplash]
Categories
Engagement Training & Development

A Special Anniversary Worth Sharing

Max reading Share of Mind, Share of Heart

I’m excited to “share” that 10 years ago this summer my book, Share of Mind, Share of Heart: Marketing Tools of Engagement for Nonprofits, was published.

[Note: this was the second – and last – business book I wrote, disappointing my son and husband who pushed for a trilogy. Sorry, guys!]

I was encouraged by my nonprofit colleagues to write Share of Mind, Share of Heart given the favorable response to my first book on workplace engagement. The new book’s content was based on three foundational nonprofit principles I learned through extensive experience both personally (as a frontline volunteer, board member, and board chair) and professionally (as a marketing & organizational advisor, workshop instructor, and facilitator):

  • Mission matters – it provides organizational focus and intention.
  • The people behind the mission also matter – the employees and volunteers who impact the brand.
  • People’s passion for the mission should not be taken for granted – it does not ensure their continued commitment.

In an easy-to-read format, the book shares the insight and practical tools needed to engage employees and volunteers. This short actionable guide also includes thought-provoking questions and worksheets readers can use to apply the concepts in their organizations.

Share of Mind, Share of Heart was introduced on my blog (It’s Here! Help for Engaging Nonprofits’ Most Powerful Assets) in July 2012 and was later recognized as a Winner of the 2013 Small Business Book Awards.

Even post-pandemic, this book’s evergreen content is a valuable guide for nonprofit staff and volunteer leaders who want to strengthen their organization’s engagement from the inside-out.

Consider it an affordable investment and inspiring gift you can share with the nonprofits you care about. Limited print copies are still available through Firefly Bookstore.

“A book is a gift you can open again and again.” Garrison Keillor

[Photo by Toby Bloomberg of her beloved dog, Max, reading Share of Mind, Share of Heart: Marketing Tools of Engagement for Nonprofits. Such a smart dog!]

 

 

Categories
Engagement

When Your Boss Deserves Thanks (+What to Do When Your Boss Doesn’t Deserve It)

The following excerpts, shared with permission, are from a business column written by HR pro Tina Hamilton, CEO of myHRPartner Inc. While the complete article also contains tips on how employers can thank employees, I was struck by the reminder that workplace gratitude shouldn’t be limited – it also applies to employees thanking their bosses.

If you’re fortunate to work for someone you respect, it’s appropriate to express authentic, sincere gratitude (no suck-up Eddie Haskell here):

“Employees: how often do you thank your business owner, CEO or supervisor? What would you thank them for? Here are a few ideas that illustrate that it doesn’t need to be complicated.

-Thank them for your job. Have you ever done that: Authentically thank them for the opportunity to work at their organization: ‘Hey, Jan, I wanted to take a moment to thank you for employing me here and making me part of this team. I really am grateful.’ Imagine the impact of those words spoken sincerely.

-Spell out why you appreciate your supervisor for no reason other than to appreciate them: ‘I want to take a moment to thank you for being a great boss. You make work so much more enjoyable.’

-Thank them for allowing you to work from home, to take time off, for being flexible and so on. Do it out of the blue for no special reason and with the expectation of nothing in return. Of all the words we hear in the workplace, the two words ‘thank you’ are more meaningful than you can imagine. Bosses rarely receive the thanks that they deserve for all that they do.”

Here’s what Tina has to say if you find yourself working for someone undeserving of appreciation:

“I would not be doing my job if I did not acknowledge that some of you are reading this and thinking, ‘Ha! I would never thank my boss. He/She does not deserve it for the way they treat us, manage us, take advantage of us,’ fill-in-the-blank. I acknowledge your sentiment. Sadly, your situation is too common. It’s fair to feel ungrateful and undervalued as a result.

See it as an opportunity to evaluate if a solution exists. If your work situation is a lost cause, strongly consider making a change. There is no need to wallow in misery when the job market is saturated with open opportunities. If you have ever thought about making a move, this is the time to do it. Maybe then you can feel thankful again. You deserve to. Everyone does.”

[Well said, Tina. Thank you!]

[Photo by Paul Hanaoka on Unsplash]
Categories
Engagement

Leaders, Business Owners: Now is the Time to Do Something Intentional and Impactful

If you care about your employees, now is the best time to show them.

We’re in the midst of “The Great Resignation,” also known as the “The Great Awakening,” in which millions of people are quitting their jobs or striking for better work conditions. Not only has the pandemic lead to job and career burnout, it’s given people the time and impetus to re-assess their work options.

This assessment and self-exploration process includes people asking themselves two critical questions:

  • Do I find meaning and purpose in my work?
  • And does my employer value what I do?

For those fortunate to answer “Yes” to the first question, a “No” in response to the second question can be a deal breaker as doing meaningful work doesn’t ensure employees’ continued commitment to what they do when they don’t feel valued by their employer. 

Everyone needs to know that their work matters AND that they matter

Ideally, employees’ value should be embedded in a safe workplace and positive company culture that also honors them in special recognition programs, celebratory milestone events, Employee Appreciation Week, etc.

The months November through January, however, offer a unique opportunity to acknowledge employees’ collective contributions in sustaining operations and serving customers – especially in these most challenging times – as part of holiday festivities, a year-end wrap up, or new year kick-off.

These quotes sum it up best:

“In this tight job market, the last thing a company should do is forget to show appreciation. That’s important all of the time – and especially during the holidays … The holiday celebration is a worthwhile investment that will impact your company’s morale and, ultimately, its bottom line. It shouldn’t be trivialized.” Tina Hamilton, founder, myHRPartner, Inc. [Learn more in her article, Creative Ways to Celebrate Holidays in the Workplace.]

“What’s one thing you’re going to do to signal to people that you value and appreciate them for their efforts and making progress?” Christopher Littlefield, founder, Beyond Thank You

How will your employees know they’re valued this season?

[Image credit: photo by Jon Tyson on Unsplash]
Categories
Customer service Engagement

Attention, please

Pandemic-induced stress and other reasons have led to decreasing workforce numbers and increasing pressure on remaining employees. Demanding, rude, and uncivil behaviors by some customers – and employers – only exacerbate the situation.

Please be patient, understanding, and considerate. Thank you.

[Image credits: “Dude breathe” photo by Kyndall Ramirez on Unsplash.jpg. Sign posted in office or store window – source unknown.]
Categories
Engagement

Favorite Quotes on Pandemic-Related Changes in the Workplace

Last year’s disruption by COVID-19 led to copious content on its impact on the workplace discussing how leaders could navigate, cope, innovate, sustain and/or continue to grow in anxious and uncertain times.

As an advocate for a positive and engaged organizational culture, I was fascinated with the discussions and resulting responses to the pandemic. And I’m excited that aspects of the workplace have actually changed for the better. Here are some of my favorite quotes that reflect these changes.

Collaboration

“While no organization has the exact answer yet (that we know of), many are seeing the office of the future as a meeting place for collaboration, connection, and innovation and much less as a heads-down cubical farm for individual work.” Aaron De Smet, Laura Tegelber, Rob Theunissen, and Tiffany Vogel, Overcoming pandemic fatigue: How to reenergize organizations for the long run

“If there’s a silver lining to crisis, it’s that it shakes up structure … Many teams have seen people across functions step up and speak up with effective results — and now that they’ve found their voices, taking them away would be both difficult and wrong. Leaders and teams alike need to learn a new style of collaborative decision making.” Lolly Daskal, How to Prepare Your People for the New Normal

Employee wellness

“This crisis has presented a once-in-a-lifetime opportunity to reinvent the workplace. Things that might once have seemed impossible have proved surprisingly workable … Focusing on well-being and social connectivity will serve [an] important purpose: helping employees to recover faster from what, for so many people, has been a traumatic, painful, and stressful period. And that is not only good for business—it is good for people.” Adriana Dahik, Deborah Lovich, Caroline Kreafle, Allison Bailey, Julie Kilmann, Derek Kennedy, Prateek Roongta, Felix Schuler, Leo Tomlin, and John Wenstrup, What 12,000 Employees Have to Say About the Future of Remote Work

“In unprecedented, rapidly changing situations, play is a critical capability. As well as providing much-needed stress relief – how many of us are currently working from dawn to dusk? – play can end up being counterintuitively, very productive. We can make interesting, new connections between ideas when we allow ourselves to loosen up from our regular goal-driven, laser-focused, instrumental approach.” Martin Reeves and Jack Fuller, We Need Imagination Now More than Ever

Leadership

“This is a time for leaders to try to invoke or provoke a degree of reflection, spending the time to talk about a shared sense of purpose and core values while also spending the time to emotionally check in. In fact, it will have the dual benefit of helping people move past the present suffering and begin to envision and create their new future together.” Richard Boyatzis interviewed in Psychological safety, emotional intelligence, and leadership in a time of flux

Better Workplace Culture

“… companies are waking up to the need for greater empathy and compassion to create a workplace that can unleash the full potential of their people even beyond the crisis … introducing new, more human-centered principles that truly put talent and people at the heart of organizational success. [These principles] all have one thing in common: a vision of successful organizations that are intensely human, nurturing the very best elements of emotion, creativity, human connection, and empathy and inspiring emergent leadership at every level.” Aaron De Smet, Laura Tegelber, Rob Theunissen, and Tiffany Vogel, Overcoming pandemic fatigue: How to reenergize organizations for the long run

[Image by Chris Montgomery on Unsplash]
Categories
Engagement Training & Development

“Hands down, face-to-face is the best” (pun intentional)

Confession: I have as much fun talking about LEGO® bricks as I do working with them.

I actually use these colorful plastic building blocks in team development as a Certified Facilitator in LEGO® SERIOUS PLAY® (LSP) – a novel approach that enables participants to “think with their hands and listen with their eyes.”

I had a special opportunity to share why I find this hands-on method so powerful with fellow LSP facilitator, Peter Tonge, host of “LSP – Face-to-Face,” a podcast produced primarily for the global LEGO® SERIOUS PLAY® facilitator community. Peter is a member of the Brickstorming team whose founder, the brilliant Kristen Klassen, trained me in LSP.

In our conversation we discuss some of my favorite early participant LSP models (shown here in this post) to illustrate the power of LEGO® SERIOUS PLAY® in people’s hands. I’m amazed how deeply participants engage in individual and collective discovery as they create and share their models with each other. That’s why this hands-on approach must be held in-person — LSP’s potent immersive experience cannot be duplicated in a virtual setting.

One of my takeaways from our discussion was this insightful quote from Peter, “The [LSP] Method doesn’t require it to be complicated. The Method requires it to be thoughtful.” This quote ties in with why I cite the single grey brick as one of my favorites. Take a listen to learn more, including what the models included in this post mean.

A special thank you to Peter for allowing me to post our conversation here.

 

Categories
Engagement Training & Development

What I Enjoy about My “Work” as a Facilitator

How many people do you know who truly love what they do? Well, you can count me as one of them.

Combining multiple roles of “catalyst, conductor, and coach,” my work as a facilitator is complex, challenging, and gratifying. Projects may appear to be similar, yet each facilitated session is unique.

I enjoy my work on two parallel levels.

Working with people to ensure a meaningful experience:

  • helping clients create the appropriate space (i.e., opportunity) for groups of employees, customers, partners, volunteers, board members, and other stakeholders to purposefully be together
  • developing and applying the appropriate questions and flow that safely enable individual and collective discovery, shared understanding, focused discussion, problem-solving, planning, ideation, etc.
  • sharing outcomes and observed insights with clients + keeping in touch with them about their progress.

Working on myself for ongoing professional and personal development:

When it comes to my work, I’m fortunate to enjoy both what I do and how I do it.

“People don’t choose their careers; they are engulfed by them.” John Dos Passos

[Image by Engin Akyurt from Pixabay]