Of course we all think of January as the start of a new year, but to some people, so does September. Maybe it is a leftover feeling from back when we were in school. Or maybe to some of us, we have this feeling if we are parents of school aged children.
Summertime seems to be a time for people to refresh and relax. September seems to be a time where we can have a fresh start after the lull and quiet of summer.
Have you ever had one of those days…
For the characters in Glengarry Glen Ross, EVERY day was one of those days.
My colleague Bradley and I saw the Arts Club Theatre Company’s production of Glengarry Glen Ross the other night. First off , this is not a theatre review. Bradley and I both love live theatre, and we loved everything about the production. The set was perfect, the performances were amazing, David Mament’s dialogue was riveting.
This is a review of the state of the characters in their workplace. Bradley and I were watching this production not only as theatregoers, but as observers of corporate culture. What a horrible working environment these gentlemen were in.
During the intermission, I jotted down a few words that came to mind while watching the first Act.
Manipulative
Backstabbing
Desperation
Non team players
Abusive
Bullying
Bradley said, “This certainly make me feel fortunate about my workplace”. Indeed.
We all have those days when the job can be challenging, even frustrating. Maybe we think it is not all its cracked up to be. However, if you have a good team and good corporate culture, they will sustain you through difficult times. The workers in Glengarry Glen Ross exude hopelessness. You can’t help but feel sorry for them.
The last line in the play was “I hate this job”.
I’m certainly glad I don’t feel the same way.
I was at a drug store today in the shampoo section when I happened upon a conversation between a store clerk and a customer. The customer was inquiring about a specific product line that they apparently didn’t carry anymore. She probed further about what other options were available to substitute and without a smile on her face the clerk responded, ‘I don’t know, I haven’t tried any of them.’ and then walked away.
“A moment of truth is anytime a customer comes into contact with any aspect of a business, however remote, and has an opportunity to form an impression.” Jan Carlzon, Scandinavian Airlines
About a month ago I attended a seminar lead on Moments of Truth, Misery and Magic by Shep Hyken, Customer Service expert and author of The Cult of the Customer . Shep spoke of the dynamic when you interact with people that you can either create moments of misery, magic or mediocrity. Moments of misery are those moments of truth gone bad. Moments of magic are those awesome experiences that make you want to go back for more. And perhaps the most hurtful to a business are those of mediocrity or as Shep calls them those of average, as those experiences leave no impression at all and can damage a company just as much as those of misery.
If companies were to repeat my drug store experience in their own particular business version they would most definitely leave an experience of mediocrity. You can really tell when an employee is engaged or interested in the overall good of a company.
Shep’s statement that, “One person can make the company!” is bang on. How often does a moment of mediocrity or misery delivered by a company’s employee scar the company for a long time unless dealt with. With so many other choices why would we go back for a negative or neutral experience.
Shep’s 10 strategies that will create Moments of Magic:
photo credit: 10ch
Posted in Management Excellence
Tagged customer service, employee retention, engagement, Shep Hyken
It’s the middle of summer. It’s the time of the year when a lot of people take the opportunity of the nice summer weather and get away.
This is a such great time to recharge your batteries. Get out in the fresh air, enjoy some recreation, read a few books, BBQ with some friends, and just relax in general. And if you’re in the office this week, this is also a great time to recharge your batteries in the office setting, maybe even take a business associate out for a patio lunch to reacquaint yourselves now that a free moment has presented itself.
In some ways this time of year reminds me of winter holidays and a time for reflection and relaxation. And so much like winter holidays, taking advantage of this quieter time of year can really have some upsides. Now is the time to concentrate on some unfinished projects, spend some time writing down your goals, or catch up on your business reading. In fact one of my good business friends takes a week off around this time of year to spend time alone doing just that.
Whatever your situation, make the most of this quiet time. Make every moment count. Next thing you know, things will get busier, so now is the time to recharge.
photo credit: Dominik Schwind
Posted in Your Pipeline
Tagged career, goal setting, high performance, motivation, productivity
