Roy's Blog: September 2013
September 30, 2013
At a time when Bullying is such an important topic, my friend Frank Palmer, Chairman & CEO DDB Canada, shared his personal story with his entire organization.
“Do you remember back in grade school when your gym teacher would assign two team captains and have them pick teams? Kids who were selected first, second or third, felt good and were proud to be a top pick,while those who were chosen near the end felt like losers or worthless.
I was a normal size kid and was often not picked or was the last to be chosen. I know it wasn’t my gym teacher’s intention to single out students and make them feel unpopular, he/she was just trying to divide the students into teams.
But the act of picking teams does have a negative effect on students’ self-esteem and is considered an act of bullying.
At first, I remember feeling hurt and unimportant when I was the last to be chosen, but I decided to not let it get me down. Instead, it pushed me find other pursuits and competitions that I could win at. In high school, I grew to become a 6’1” tall and 210 pound teenager and drew the attention of our football coach who tried to recruit me. After years of not being picked, they finally wanted me to play. But instead of joining the team, I declined and said I didn’t want to play. Perhaps pride is why I chose not to play? They should have picked me all of those years when I wanted to play, not just when they needed my size and strength.
A month ago, I was contacted by a friend to pose in the Be BOLD anti-bullying campaign, which features people holding chalkboards with their own chosen words, turned it into an anagram using positive and empowering words that better define the person holding the chalkboard.
I chose the words “Not Picked”, which refers back to a time when I felt bullied andworthless.
Bullying is a serious issue and has been the subject of much public and political attention over the past several years. While most of the attention has focused on either cyber bullying or kids being bullied at school, workplace bullying is also an important issue.
Workplace bullying not only impacts the targeted person, but also has a negative effect on employee morale and company culture.
Wikipedia describes it as:
Workplace bullying, like childhoodbullying, is the tendency of individuals or groups to use persistent aggressive or unreasonable behavior against a co-worker or subordinate. Demanding emails can be a big issue.
Workplace bullying can include such tactics as verbal, nonverbal, psychological, physical abuse and humiliation. This type of aggression is particularly difficult because, unlike the typical forms of school bullying, workplace bullies often operate within the established rules and policies of their organization and their society.
Bullying in the workplace is in the majority of cases reported as having been perpetrated by management; however, bullying can also be horizontal (colleagues bullying colleagues) and upwards (subordinates bullying managers).
Bullying can be covert or overt, may be missed by superiors or known by many throughout the organization.
Aggressive, rude or unreasonable behavior towards colleagues should not be tolerated here at DDB.
Think of the golden rule and treat others the same way you wish to be treated. If you are experiencing bullying in the workplace, please talk to your local HR lead about it.”
Nicely done Frank.
- Posted 9.30.13 at 05:57 am by Roy Osing
September 28, 2013
Paul at the Dolphin Bar, Mirage Casino Resort, Vegas innately gets it.
Generous portion of drinks.
Remembers our names.
Stops by our pool lounger to chat as he goes about his duties.
In the 100 F heat of the day, he provides us with a bottle of water (unsolicited) as he goes by our pool lounger.
He gets a generous tip when we leave.
The Mirage gets our continued loyalty.
How many Serving Stars do you have?
- Posted 9.28.13 at 06:37 am by Roy Osing
September 23, 2013
Their customers say;
—“I refuse to buy from anyone else.”
—“He is the only one I trust.”
—“I often go out of my way to create the sales opportunity for her.”
—“I feel guilty talking to anyone else about what I need.”
—“I don’t feel confident dealing with anyone else.”
—“I am ok to wait until she is available.”
—“I am quite willing to be inconvenienced in order to buy from him.”
—“I am thankful to have her looking out for my long term interests.”
—“I think of him as a friend .”
—“I honestly believe she cares about me.”
—“He’s in it for the long term with me.”
—“She is always there to talk to me when I need to.”
—“He never pushes products at me.”
—“She is the best listener I have ever known.”
How many salespeople can claim their customers say 1/2 of these?
In my experience, not enough.
- Posted 9.23.13 at 06:12 am by Roy Osing
September 21, 2013
If The Bay’s Customer Service strategy is demonstrated by this Moment, they are in DEEP trouble with the entry of a company that “lives” the Serving Ethic.
Here’s the conversation (1-Way) with The Bay sales clerk my wife had recently.
“We can’t sell you that ($20 item) because it doesn’t have a bar code on it.”
Apparently the tag with the code was somehow removed from the garment. I suspect this occurs at least a few times a day, and it flabbergasts me why they don’t have a procedure in place to accommodate the customer and avoid the frustration.
“Go back to the rack and find one with a tag. I can’t leave my till.”
My wife was sent back (no PLEASE in the order) to the rack to try and find the same garment WITH a barcode tag on it. I guess serving a customer was not on the Clerk’s job description.
The illusive garment was not to be found on the rack.
The supervisor was called and again reiterated that their policy was not to sell anything without a code on it. Tracking inventory is more important than making a sale. But if no sale is made, is there any inventory to track? Hmmmmm..
Bay investors take note.
My wife persevered to ‘beg’ for the purchase.
15 minutes later a solution was found (the supervisor actually came up with this herself!): find a garment with the same price point and use THAT barcode to complete the sale to my wife.
OMG! The Inventory Chief will be displeased.
Problem solved. Sale made. Customer Moment painful. Bad service experience gets shared.
I wonder if The Bay is watching Twitter.
Welcome Nordstrom’s to Vancouver. Please come soon….
- Posted 9.21.13 at 06:35 am by Roy Osing