performance Archives - Dennis E. Gilbert

26
Aug 21
-

Recognizing Options On The Way To High Performance

Tags : customer customer satisfaction performance service workplace

What are your habits when it comes to workplace performance? Are you good at recognizing options, or do you follow the way it has always been done?

When you are trying to delight the customer, impress the boss, or simply check the box on your to-do list, do you consider the options?

A customer in a business suit and tie might have a different napkin requirement for eating an ice cream cone when compared with the house painter fresh off the job in a t-shirt and jeans. It’s an option to offer a few more.

If your supervisor has an urgent need for the report you’ve just finished, you’ll probably forward it by using email. It’s an option to also give a quick call, send a text message, or swing by the office to provide an urgent alert that it is completing and now arriving in the email inbox.

All of the items on your to-do list probably come with options. You have the option to do it exactly like before or exactly as described, or you have an option to enhance the product or service.

There may not always be options. The circuit board needs to be completed exactly as designed. It is true for the engineering of the house, the assembly of the gasoline engine, and the building the Model X vacuum cleaner.

Yet for many jobs, there are options.

Recognizing Options

The best performance may come from options.

Options that delight people will yield stronger future partnerships. In some cases, a customer is a customer. In other cases the customer becomes a business partner. And certainly, there is also a customer relationship with a supervisor and direct report. If you can’t spot it, you might be coming up short.

The difference between providing the least required value and the best possible value exists in the options you spot and deliver.

Your service performance will leave an impression. Whether it is in an official capacity that is recognized as an action of service, or whether it is the opportunity option you decided to explore.

Without any options, service (or job performance) is simply accepted. It’s never really great.

-DEG

Creating great customer service may be more of an art than it is a task. It is why I wrote this book:

Get it on AMAZON

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.

14
Dec 20
-

Workplace Hide and Seek, Is It Derailing Performance?

Tags : culture hide and seek leadership performance workplace

In the game of hide and seek, hiding is the fun part. Nearly everyone wants to be the hider. Is workplace hide and seek derailing performance in your organization?

What causes the game to go on?

Hiders and Seekers

As a hider, often you can watch the seeker, you know if they are hot or cold. If they are way off track perhaps you extend some additional risk, it is almost wanting to be found, but not quite.

A seeker on the other hand is determined to locate the hider quickly. Looking towards previously known hiding spots, searching fast and almost frantic. The anticipation of flushing out a hider can be exhilarating. It is destined to happen. It is only a matter of time.

Eventually the hider and the seeker collide.

For the moment, the game is over.

Workplace Hide and Seek

In the workplace it seems the game sometimes continues.

It continues with those who perform just enough to not be noticed. Quietly, they await discovery. In some instances, they’ll risk a little more, almost taunting the seeker and if not found, the boundary just expanded.

The seeker often announces that they are coming. This gives the hider a chance to tidy up, secure their spot, and watch as the seeker inspects.

When the seeker passes by without noticing, the hider feels relief. They are better than the others who are about to get caught.

It is a game of moments. Moments of hiding and moments of seeking.

No one ever really wins at hide and seek.

Games are often played to fight off boredom.

People with a well-defined purpose and goals seldom get bored.

-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
Aug 20
-

Telework Performance Measurement Is About Results

Tags : measurement metrics performance telework wfh

What do you make per hour? It’s a common question and is often answered by salaried and hourly employees alike. By the hour probably doesn’t fit with telework performance measurement.

An hour of work for an hour of pay. That is the basis for many as they determine the contribution to the team or organization.

It may make sense to have a standard. Work an hour, get paid for an hour. Yet, the end result of performance may be most important.

Attorneys, architects, and your automobile repair shop often claim to perform work by the hour, is it true?

Could there be some wiggle room there? Do you measure the completed work by hours served, or do you lean more towards tangible results?

There are plenty of both hourly and salaried employees working from home. Telework or WFH (work from home) isn’t completely new, but since the pandemic, it has been forced to be widely embraced.

Are employers getting the bang for their buck?

Telework Performance Measurement

Telework performance should be measured more like a project. Here is the project, and these are the desired results. An estimate of time helps put things into perspective, yet watching performance according the clock isn’t realistic.

When I go to the barber or hairstylist, I’m not measuring the completed work by the hour.

If you visit a chiropractor, a doctor’s office, or a dentist, you’re not really paying by the hour.

Quality and quantity still matter, but efficiency in telework is a different game. It’s often hard to measure accomplishments by the hour.

Certainly, there are averages and maybe some past performance or benchmark data, yet what really matters is the appropriately completed product.

You can expect the teleworker to be predominately available between 9 AM and 5 PM, yet your observation of performance probably cannot be assessed by the hour.

Perhaps it never should have been.

For the telework manager, performance management may have a different feel.

There are lots of variables, twists and turns, and misunderstood expectations. Most likely, now more than ever, performance needs measurement by results.

-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.

04
Dec 19
-

Feedback Listeners Improve More

Tags : communication feedback listening performance

There is a good chance that feedback surrounds you. Feedback listeners will improve more, be better prepared, and build stronger relationships. Should this be you?

We often think of feedback in a very formal sense. A performance review, a meeting with your boss, or even asking a friend for some reflection on your project or performance.

We don’t always like what we hear and there may be a time or a place when feedback, or should I say, mismanaged feedback, can derail performance.

Feedback is Everywhere

You probably get more feedback than you realize.

Nice tie.

Love your purse.

Let me finish what I have to say. (May imply you tend to cut people off or finish their sentences for them.)

This may happen in what feels like a normal conversation. That’s because it is, it’s just a normal conversation. Yet, there is feedback happening.

Sometimes we get positive feedback when people recognize we tried really hard. Even if the performance or end result was off a bit, there is the recognition that repeating this behavior will be helpful and may become masterful.

In other cases, it may be what is missing in feedback that is the true feedback.

You painted the room yellow. That is an interesting shade.

This of course could be identified as they love the color, or it could mean they don’t find it attractive.

Roll these concepts into the workplace. It matters for the career minded workplace professional. It matters a lot.

Feedback Listeners

Feedback can spark encouragement or it can derail future efforts.

It is important to keep this in mind the next time you’re offering your ideas, opinions, or suggestions. Think about how you can be helpful and generous with the information you are providing.

It is also important to keep this in mind as the listener. What is in the message for you? How can you gain important insights to improve your performance or relationship?

Feedback sometimes seems unappreciated. Perhaps it isn’t the right timing or perhaps you haven’t managed it well. Anything connected to the word criticism (such as “I have some constructive criticism.”) is not going to work.

-DEG

Do you or your employee teams struggle with feedback? Contact me or check out my books.

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.

24
Sep 19
-

Workplace Critic And Your Safety Zone

Tags : belief confidence critic performance

Have you ever felt like your next move, any move, is going to be subject to the workplace critic? Does the workplace critic help improve things or drag down the performance of the team?

Critics sometimes believe they are helping the cause. They are quick to point out the inconsistencies, the shortcomings, and the reason things are not perfect.

Their argument is often that feedback improves performance. Their delivery may need some refinement.

Improving Performance

Understanding what customers want may improve performance. Nagging on another teammate about the relevancy of his or her contribution in the staff meeting, perhaps not so much.

It seems that there are always critics eager to tell someone what they have not done or not done that made their performance less. Shouldn’t we be trying to help others make their performance more?

Do we always need a critic or is it counter intuitive to a better future?

Policy and rule breakers need to be brought into check. Chronically late for work or meetings, should be fixed. Missing most deadlines, even the most reasonable ones, probably needs fixed.

Being the meeting after the meeting critic, well, not so much.

Workplace Critic

People need feedback. People have blind spots.

Are people still people? Yes, and many of them are working hard to make a difference. Harsh critics do not help.

Some of the best people quit or give-up in the face of harsh criticism.

What is the best way to deal with the critic?

Instead of retreating to your safety zone, hone your path, take away what you can, and keep giving everything you do, your best.

-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.

03
Aug 18
-

Getting Promoted Requires One Important Action

Tags : confidence performance promotion qualifications

You want the promotion, or the new job. You’ve put in the time, increased your knowledge, and have gained valuable experience. Are you interested in getting promoted? What are the roadblocks?

The biggest difference for those who want to tackle more and those who spring into action and get more is often confidence. Not arrogance, not being overconfident, or narcissistic, but having appropriate confidence.

Life Lessons

Since grade school we’ve likely been taught to wait to be picked. Wait for our turn. Allow someone else to go first. Be patient.

Many people apply what they’ve learned in childhood to their role in the workplace. Manners and being polite are a good thing. Regarding your opportunity to get promoted, you may need to be a bit more assertive.

Yes, some people will get picked. They’ll have what appears to be the right combination of knowledge, skills, and abilities to address a higher calling. They are noticed, visible, and are called to action.

For everyone else some choices remain. Build our confidence, take a risk, raise our hand, jump in the middle, ask, or just start doing it. What is stopping you?

The roadblock for many comes down to the fear of exposure. Exposure that we’ll make some mistakes, that we aren’t skilled with supervision, or that a lack of talent will become apparent and we’ll fail.

After all, since grade school we’ve never been the first pick for the team.

Getting Promoted

Getting promoted may begin with confidence. We need the confidence to get started and that happens by picking ourselves.

Most people don’t start a new job being over qualified. They start on the edge. The edge of being good enough to perform the work but still having significant room for growth.

Many believe the key to getting promoted is to prove what they’ve done in the past. Granted past performance is good indicator of future performance, but for the promotion no one knows for sure.

It is a bet. Start by betting on yourself.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

27
Jul 18
-

Results Driven Performance and How To Get It

Tags : change mindset performance results

Talk to a few people about change and you’ll certainly find a few people who express opposition to doing something new or different. Does this same mindset contribute to your performance? Do you have results driven performance?

It seems ironic that so many businesses want to test their product before the full release. It is true for software, fast food franchises, and anything prototype. The idea may be to ease in, get some feedback, fine tune, and release the best.

People Challenges

The challenge for us as people is that we often get stuck on doing things that are in our comfort zone. Doing the things we understand, the things that we believe work, and the things that someone recommended a long time ago.

We often don’t really stop to think about the output. We don’t put it out there for feedback, or we quickly discount feedback that is not consistent with what we like to do consistently.

For the onlookers, they have advice, they may suggest the popular phrase, “The definition of insanity is doing the same thing over and over and expecting different results.”¹ We’ve all heard it and can often see the relevancy.

Yet many people continue day-in and day-out to do the same thing over and over. They go to a job for years and expect things will change. People eat wrong, exercise wrong, and approach both work life and personal life, stuck.

They exist day-by-day with the same logic, and yet don’t understand why the problems continue.

Results Driven Performance

The answer for real results exists in the ability to analyze outcomes and make strategic changes that will create different results. To be clear, different approaches, mindsets, and tactic driven strategies, always analyzing the results and adapting.

Many people believe that they are on this path, but the truth is they seldom make big changes. They may get a different job, they may move or relocate, they may read a book or ask for advice. Do they change?

Results driven performance seems to work for many new product launches. Get it out there, get feedback, assess effectiveness, change, adapt, and sell.

-DEG

Reference

Albert Einstein is often credited for this, or a similar statement, yet many scholars are not so sure. The investigation of the origin of this statement continues.

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.

Dennis Gilbert on Google+

17
Apr 18
-

Comparing Performance, Is That The Best Way?

Tags : coaching comparison data performance

People who shop for a new car often compare feature by feature with a competitive brand. The same is often true for buying a television, a washing machine, or the new techie gadget. Do you believe comparing performance is important for your career or is it mostly counterproductive?

Amateur or Professional

Professional business coaching is an interesting skill. So many amateur coaches want to dive right in and give the textbook representation for what to do next. The reality is that it isn’t that simple. Each person is different, at a different place, with different needs, and as such, they need different coaching.

I love it when I talk with people trying to start a practice. They’ve often invested in training, but their training seldom teaches them that one size does not fit all. If there is an attempt to teach it, the students apparently fail to learn.

It happens with the fitness coach. Pick up that kettle bell and swing it until you puke.

And the change coach. You must let go of your fears. It is fear that is holding you back.

The truth of it often is that this is the recommendation that they use for themselves or something that has worked with a different client or is found on page 35 in the textbook. It is helpful and appropriate to some, but not all.

Data Comparison

The problem may be in the comparison. Data can be a great resource, but when the data is not used appropriately, it is not good data.

Many people find themselves comparing their performance to an expectation. That expectation may be based on observable data, past performance, benchmark data, or in some cases the expectations of others.

It may be that we are at a place where finding ways to be disappointed has never been easier. Some will compare their vacations, their home, or their eye makeup on social media. Others may observe job titles, inflated salaries, and someone’s MLM selling skills.

Their data is entirely based on their network of people, and frankly, it is easy to become disappointed. What many never consider is that the very data they compare to is exaggerated. It isn’t necessarily real. Of course the data may be real, but its origins and authenticity are questionable.

Those with research skills may quickly suggest that it is not valid or reliable.

Comparing Performance

Perhaps for your own individual performance the best comparison is against your own data. What (supposedly) worked for someone else may not be best for you. Try comparing performance against where you are at right now. Establish your own baseline and create goals appropriate for you.

It is easy to find someone else who has a better car, a better job, or is in better physical shape. What is the point of that? That isn’t your data, and you don’t even know if it is real.

Sometimes the best part about their data, is that it provides motivation. Motivation is good, just be sure to compare your performance to your own realistic goal.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

12
Jan 18
2

Do Apologies Improve Performance?

Tags : apologies Excuses performance relationships workplace

Apologies are important but they shouldn’t be a crutch. Do you have to apologize often? Do you believe apologies improve performance, or the perception of performance?

Excuses and Dropped Balls

In business or our workplace relationships, we often hear excuses for poor performance or dropped balls.

I forgot about that, I’ll do it right away.

Sorry I missed you on the email distribution I must have been very busy when I sent it.

If I don’t call you back please reach out again. I’m really terrible about getting back to people.

Certainly, everyone has a slip up here or there, unfortunately sometimes this procrastination and faulty service becomes a habit, a very bad habit.

Relationships Matter

In workplace relationships, internally with the team, or externally with customers and vendors we have an obligation to support others. Sometimes this obligation is contractual and sometimes it should just be a common courtesy.

Relationships matter appreciative strategies

Good habits are hard to form and bad habits are hard to break. When you chronically come up short and provide an excuse that seems to let you off the hook what will you do the next time?

The best indicator of future performance is often past performance. It is true in business agreements, professional relationships, and even with personal matters.

Do Apologies Improve Performance?

Not a chance, always consider that your future success will depend on your business relationships. Just because you’re friendly or have known someone for a long time doesn’t mean you have an excuse for poor performance in business matters.

When you’re really sorry and you care about your professional image you’ll accept that you came up short, apologize, and change your behavior for the future.

Apologies won’t improve your performance, but a commitment to shift to better habits will.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

05
Jul 17
-

Customer Expectations and Top Performers

Tags : customer service expectations interactions opportunities performance

Being deeply connected with the customer experience is much more than identifying that you’ll take care of the customer. Often forgotten or easily misunderstood is that customer expectations are set by everyone they interact with, not just you or your organization.

Customer Expectations

When you are accustomed to being asked, “Did you save room for dessert?” You might not order if you aren’t asked.

When your packages arrive in two days or less, anything longer might be too long.

Experiences set customer expectations. It is not a slogan, tag line, or your mission statement.

The same is true internally in organizations. The boss or the department that you serve will base every interaction on the best experiences they have had. If they have had excellence before you, the bar might be set high.

Opportunities to Perform

Some might suggest that customers are trainable. The quality, speed, and value that they receive repeatedly will likely become their expectation. They learn what to expect, when, and how.

The organization that follows through, is appropriately fast, and provides the greatest value might also be the one that customers use to compare with everyone else.

Your performance in your job role might also be held to a similar comparison against other top performers.

What this really means is that every interaction, every touch point, it’s an opportunity. An opportunity that will be measured against what they expect. Any person or organization who sets the bar higher might become the one to beat.

Best Performance

Your customer service is not is good as what you say it is. It is only as good as what the customer expects.

In a world of fast paced, technology driven performance the best scenario might be having to meet or exceed your previous best performance.

Otherwise, you’ll have to live with the expectation set by someone else.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Tag Archives: performance

Aug 21

-

Recognizing Options

Dec 20

-

Hiders and Seekers

Workplace Hide and Seek

Aug 20

-

Telework Performance Measurement

Dec 19

-

Feedback is Everywhere

Feedback Listeners

Sep 19

-

Improving Performance

Workplace Critic

Aug 18

-

Life Lessons

Getting Promoted

Jul 18

-

People Challenges

Results Driven Performance

Apr 18

-

Amateur or Professional

Data Comparison

Comparing Performance

Jan 18

Excuses and Dropped Balls

Relationships Matter

Do Apologies Improve Performance?

Jul 17

-

Customer Expectations

Opportunities to Perform

Best Performance

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