Boo Y'all

I'm never one to miss an opprtunity to celebrate, so with Halloween just a week away why not set a short term goal with your team and reward the behavior you want to see more of.  

Idea of the month:  Sweet Service

Goal: Offer specific rewards for specific behavior.

How it works:  Outline your expectations and then deliver the prizes on Halloween.  You could even dress up to deliver them!

Here's a few ideas.  

Junior Mints for convincing a customer to sign-up for the season, or agree to monthly EFT payments that show their commit-mint.

100 Grand Bar for setting up a customer pre-buy for the year, or selling an add-on service.

Snickers  for  telling a funny joke that made the whole office chuckle. 

Almond Joy for tactfully dealing with a long-time, painful customer who some say is a little 'nuts'

Smarties for skillfully solving a problem in the office

Have a good and plenty week!

What other ideas do you have?  Please share!

Well, maybe this one time...

One of the biggest complaints employees have about Management is...drum roll...inconsistency.

I've heard comments like, "I don't know who is going to show up - happy, charming boss or cranky, intense boss."

I've also heard that "some people get away with things" that others don't.

Consistency and fairness builds loyalty and engagement.  That sounds good.  How can you do it?

Keep your tone and personality consistent.  That might mean taking a moment before you walk into the office to breathe and smile.

Make the rules clear and follow-through with each person.  Change the communication style to match the employee not the message.

If you are having trouble with one person and you sense it's because of your long standing (good or bad) relationship with them, role play conversations with a fellow manager.  Ask them to help you take the bias out of the conversation.

On another note...

Have you called your office lately? How's the greeting? We've running a short, interactive and effective webinar Oct 1st and the topic is great greetings.  

For more information or to join us  click here.

Are you out there?

Do you have remote workers?  Perhaps you are letting people telecommute a couple of days a week, or maybe you are saving office space and letting people work from home or maybe you have employees in remote locations.  Whatever the case, managing remotely can be a challenge.  Here's a tip.

Be clear about goals but don't just focus on the outcome pay attention to the process.

For example:

You've decided to focus on adding cell phone numbers and texting options for your customers.  You've told the team their specific goal - 10 a day.  

Your in-house employee is producing 8 a day but you hear her ask, so you know her intentions are good.  

Your remote employee is producing 8 a day, but you don't hear her ask.  It's easy to assume she's not trying.

What's the solution?  Engage the remote worker in the conversation about the goal.  Tell her that 10/day is the goal and ask how would she like to be assessed and assisted.

What's worked for you?

Focused Goals part 2

Well some interesting boats were drawn; sailboats, tugboats, speed boats, cruise ships etc.

The purpose? I had a specific boat in mind and none of you drew it.  How come? Because I didn't share my goal.

What boat you ask?  A shell.  My daughters row, so I'm focused on 4's and 8's.  

If I really wanted your success I should have been more specific in my request.  

Tip: Make your expectations SMART. 

Specific

Measurable

Attainable

Relevant

Timely

Example:  Complete a professional development course online, or classroom by December 21, 2013.  Completion will be measured by teaching that skill at a team meeting and a certificate of completion. 

If you are having trouble making your team goal SMART, email it to me, I'd be pleased to help.

The goal

Here's an idea to try.

Send an email blast to your team and ask each person to write down their biggest priority for the day.  

Collect and read them.  

What do you think?  Is that what you thought the priority woud be?

If not, hold a quick huddle and reset the goal.  Be careful not to blame or make anyone feel bad, but rather to levate the goal or build consistency.

i.e. you might get some responses like, file, answer the phones, stuff envelopes, answer questions.

Have a standing huddle and say "Thank you for your ideas and for your hard work.  Let's make the goal today to make 10 people SUPER happy!"  Then spend 5 minutes brainstorming ideas on how to make thaat happen.

If you need a little inspiration - watch this video clip about Johnny the Bagger.  http://youtu.be/Xgq1rSR38zg 

Ya, I'm Gonna Need the TPS Report

Want somebody to do something for you? 
Consider these pointers...

Explain your request. Aim to be factual and avoid the words “you need to”.
Explain the why Adding the reasoning or sharing your goal adds logic and incentive.
Offer a choice. People like to feel in control. When you offer a choice or provide an option you allow them to feel in control.
Walk away. Walking away after giving them a choice gives them a chance to think, and that’s when the engagement clicks in.

Here's what it might sound like...

Before: “Sheldon you need to get that report to me today by 2pm”
After: “Hey Sheldon, the client is calling later today to see what numbers we came up with. That’s why the report is so important. Let me know if you want to talk to the client when they call at 2pm or if you want to give me the report before that and I’ll take the call”