managing Archives - Dennis E. Gilbert

07
Dec 20
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When Customers Leave and Nobody Asks Why

Tags : #Custserv growth happy customers managing new customers

What happens when customers leave? Does anyone notice, or only when it is far too late?

People sometimes call it growing pains. The pain an organization experiences as they’ve shifted from a very small operation to a much larger one.

It happens to restaurants. The fantastic mom and pop add on to their existing operation or buys an additional location to set up shop.

The concept is, more is better. More room, more customers, and more financial reward.

Often these measures crash and burn.

Watching the Store

It is true for many operations in many sectors, from manufacturing to banking, and from a landscaping contractor to the automobile repair shop.

When the business is small, those in charge notice everything that is happening. From the first customer to the one most recently served. If something goes wrong, responsible persons can fix it.

As the business grows, people are added, levels get deeper, and the resources are present but are likely underutilized.

There is a shift in focus.

When Customers Leave

The priorities shift. They shift from the job of satisfying the customer, to the job of satisfying the boss.

There are meetings to attend, policies to make, and metrics to measure.

Proving what is happening, or not, becomes a backroom deal. The front-line is happening, but only the front-line is aware of what is truly working and what is coming up short.

What is likely worse is that the quest for information often rewards good news over the bad. Bad news isn’t appreciated and the tough feedback is rejected. Messengers are punished and good news bearers receive more appreciation.

The metric of new customers, orders taken, and revenue gained is only part of the picture.

Become the customer and measure the experience.

Lose sight of your customers and they’ll lose sight of you.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

19
Mar 20
-

Social Distancing and Motivation for Working Alone

Tags : managing social distancing supervisor work from home

Suddenly, you’re working from home, or working in a more isolated environment. Social distancing is one of the talking points of the day. Has it impacted you?

Office staff can work from home.

We’re rearranging working arrangements on premises, everyone must spread out.

Employees required to report on premises should attempt to stay at least six feet apart.

How are you navigating?

It is certainly a different World at the moment.

Solitude

Some people may be saying, “Finally, I can get some work done without interruptions.”

That may seem pretty special. Even inviting, for a few days. However, eventually the solitude starts to set in.

It’s the little conversations you miss. The people, the interactions, and especially the drive and motivation to roll up your sleeves and dig in.

We’re lucky we have technology. Right now, there is an opportunity for technology to really shine.

Have you considered the possibilities?

Social Distancing

Jump into some social possibilities. Launch a Skype call, a Google Hangout, or work groups through Zoom.

Are you concerned about managing a remote staff?

There are some interesting differences and some clever ways to bring a new twist to being a supervisor. If you need some help, I’ve launched a 90-minute webinar happening on March 26, 2020.

Don’t sit on your hands. Take some moments to collect your thoughts.

Establish a plan, schedule an on-line meeting, have periodic check-ins, and talk about your game plan for the next hour or two. Circle back and compare notes. See who accomplished the most or who is getting left behind. Help each other.

It is amazing what we can do together.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

21
Jun 19
-

Managing Problems and Your Job Description?

Tags : managing problem solving problems strategic tactical

Does your job description include managing problems? For many, this is an assumption. A presumed duty and competency requirement.

There seems to be two schools to navigating workplace problems.

Which School?

The first school of thought is, managing problems is our job. As a supervisor, manager, or other workplace leader, we solve problems.

Having a strong awareness to solve problems can be a good thing. However, like anything, too much may be too much.

Are you spending your day fighting fires? Are you proud to be able to fix and solve almost anything? Being a good problem solver is great and something to be proud of. At the same time, always tactically fighting fires does not give the operation time to be strategic.

Another school of thought is that problems are not my problem. Some workplace leaders believe that problems are a distraction and that they shouldn’t have any. Theoretically, you can see how they may come to that conclusion. In reality, problem solving is always going to be part of their job.

Managing Problems

The best leaders are striking a balance between the tactical approaches of problem solving and deploying strategy. They understand that solving problems matters and is important, yet at the same time strategy will make a difference for better future positioning.

Is problem solving an assumption in your job description or does it literally exist? In either case your ability to solve problems may be a big part of why you have the job.

Never assume that problems are something you shouldn’t have.

-DEG

20
Feb 19
-

How Are You Managing Luck?

Tags : bad luck good luck luck managing

Do you believe in luck? It is not uncommon for people to assess the success of others as, “They got lucky.” Are you effectively managing luck or are you letting luck slip away?

Jim Collins is an author I admire. He has published several bestselling books. Many know of him for his book, Good to Great. Another popular book is, Great By Choice.

In his book, Great By Choice, he has a chapter about luck. My synopsis of this chapter is that most companies have about the same amount of luck, good or bad. It is how you manage luck that is most important.

Lucky Events

What about your career or business? Have you been lucky? How have you managed your luck?

We may consider that winning big in the lottery is luck. Perhaps it is getting a lucky break for a better job. Good weather conditions for your upcoming special event, or hitting every green light on your daily commute.

How will you manage that luck?

Managing Luck

Would you invest the money? Would you seize the job opportunity and really put in a great effort and advance your skills? How would you plan differently for your special event? When you arrive early at your job do you crank out a little extra work?

You can take advantage of good luck and get a high return on the luck event, or you could squander it, blow it, and throw it all away.

The same may be said about bad luck. You can work to get the maximum return, even on bad luck, or you can waste the opportunity and plunge deeper.

Luck is often what we make of any situation we encounter. Even the luckiest people sometimes blow it. Don’t let that be you.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

11
Feb 16
9

Managing Perfection: A Millennial Trait?

Tags : managing perfectionist productivity

Does the pursuit of perfection affect the most recent workforce generations more than the earlier traditional or boomer population? Traditionals, boomers, and some of the generation X population may quickly shout out, “No!” However, some experts are seeing things differently. Do you have trouble managing perfection?

The Problem

There is a belief by some that our society has become too focused on extrinsic goals such as the attainment of money, an image of wealth, and physical appearance. This may make millennials and generation 9/11 (Gen Z, iGen), according to some researchers, at a much higher risk for developing ambition addiction, which may then lead to anxiety and depression. While perfectionism is often associated with having an unattainable or an unrealistic goal, it can also lead to feelings of unhappiness and create a lack of job satisfaction. Business and human resources professionals may quickly see this as a linkage to employee absenteeism and turnover.

Solutions

At least two quick thoughts enter my mind. The first is that employees in all job roles must have up-to-date and well understood job descriptions. In addition, they must be provided with prompt and constructive feedback on performance, and their goals should be clear, realistic, and attainable.

solutions appreciative strategies

The second thought is to suggest that perfect and productivity are not synonymous with a job well done. During seminars I often remind groups that in many professional skill settings many job tasks can be accomplished quickly, while making the output perfect takes the most time.

Managing Perfection

Imagine writing a one page letter to the president of your company. You have two measurements of productivity, one being, to accomplish the task, the other representing the time it takes. You can probably draft the letter very quickly, accomplishing 80% of the task while only taking about 20% of the time. While fine tuning or enhancing the letter to perfection is only 20% of the task, but it takes 80% of the time. In some cases, but not all, draft may be an acceptable approach for achieving both progress and productivity while also avoiding the harmful effects of striving for perfection.

Perfection millennial

It seems to me that if societal trends have us focused more on extrinsic accomplishments; perfectionism may be something all generations need to rethink.

What about you, are you a perfectionist?

– DEG

Millennials generations forgotten respect

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Dennis E. Gilbert is a business consultant, speaker, and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at DennisEGilbert.com or by calling +1 646.546.5553.

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Tag Archives: managing

Dec 20

-

When Customers Leave and Nobody Asks Why

Watching the Store

When Customers Leave

Jun 19

-

Managing Problems and Your Job Description?

Which School?

Managing Problems

Feb 19

-

How Are You Managing Luck?

Lucky Events

Managing Luck

Feb 16

9

Managing Perfection: A Millennial Trait?

The Problem

Solutions

Managing Perfection

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Tag Archives: managing

Dec 20

-

Watching the Store

When Customers Leave

Mar 20

-

Solitude

Social Distancing

Jun 19

-

Which School?

Managing Problems

Feb 19

-

Lucky Events

Managing Luck

Feb 16

The Problem

Solutions

Managing Perfection

Search This Website

Subscribe to Blog via Email

Blog (Filter) Categories

Follow me on Twitter

Assessment Services and Tools

Recent Posts

Email Signup

Subscribe to newsletter

Contact Info