When The Phone Stops Ringing

I so often hear complaints about the amount of calls and questions we get in our Human Resources departments, but what if they stopped coming? 

I’m guilty sometimes too. From time to time I let out a huge sigh or say, “What now?!?!” before I pick up the phone, but I remind myself quickly of one major thing before I answer it to get me in the right head space. Human Resources should be the epitome of Customer Service.

Clients (internal or external) don’t constantly call people they don’t trust or can’t depend on. Every call we get is an opportunity to not only help make a difference, but an opportunity to put our offices on the positive map and boost confidence in our service.

We teach customer service to company employees, but we aren’t exempt from delivering the same level of treatment that we preach. We should welcome the calls and questions, as being the first line of defense helps eliminate the issues where we are the last line of defense. When responding to client issues, it’s important for us to not sound as if we are doing them a favor or as if we are being inconvenienced…because it’s far more inconvenient when we have to deal with escalated situations that could have been avoided had we gotten involved sooner.

Remembering these things helps me to clear up that little attitude I may have before answering calls and reminds me to answer that phone or reply to that email with the very level of service that I expect when I reach out to someone for help. 

Even when we don’t think that we operate in a Customer Service role, everything we do…and more importantly how we do things affects and impacts someone else. This huge responsibility is motivation to be the resource that we have been called to be to our employees and in our organizations. Making someone else’s day will almost always help to make yours as well.

ringing-phoneWhen the phone stops ringing and the email notifications are no longer popping up, it could quite possibly mean that we are no longer on the radar…that what we have to say is no longer welcomed or relevant in the eyes of our public, or that no one wants to deal with us because we are just plain rude. And when we are no longer relevant and no one is depending on us for the answers or assistance, we have at some point failed and fallen short of our purpose, which should include treating every person as a valued customer while contributing positively to the bottom lines of our companies.

ADApting To Employee Needs

Please visit Performance I Create for my new post on compliance and decency in the workplace.  Here is a sample…

ada“The very foundation of what HR professionals do is ensure that our organizations avoid risk and stay compliant to not only the policies that are established for the company but to Federal regulations and the laws of our particular States.

…compliance is not only about rules and requirements, it’s also about decency, advocacy and respect for current and potential employees and clients…”

Click HERE for the full article and please share!

Check out my post and those of my fellow contributors for relevant, in-your-face, performance altering insight at Performance I Create!

The Danger In Overpraising Employees

Employees that are good at what they do oftentimes don’t hear it. They are so good that even when they do a little extra, it becomes viewed as the norm and is virtually unnoticed. Most times when we see managers praising employees is when they have performed at or below standard and have finally done something extraordinary. This creates a feeling that the only way to get attention is to underperform, then actually do your job. While those that are consistently good are seemingly punished for it.

How often have you seen the employee that has attendance issues rewarded for having a short run of punctuality? On the flip side, how many employees are thanked for being dependable and consistency present and on time. Not as many, because they are doing what they are expected to do.  So is our praise tied more to expectation (or lack thereof) or actual performance?

Meeting minimum standards should be positively acknowledge but not so much that employees believe that average is special.

If/When You Do, Be SpecificGood-job-275x300
Throwing around “Good Job!” just to seem like the nice supervisor actually hurts more than it helps. Generic praise is empty praise. The recipient will not necessarily know what behaviors to continue and build upon if they’re not told which ones caught the positive eye of the manager. Compliments and mentions of specific tasks, accomplishments or behaviors show that those in charge are paying attention to what employees are actually doing to get their results. This helps build consistent performance as well.

Balance in praise is key. We must vocalize appreciation for consistency, and when someone does something that is a big deal, treat it and acknowledge them like it is a big frickin’ deal. Nothing encourages the extra mile more than noticing and rewarding people for running it. But we must be careful not to water-down praise by giving it when it’s not warranted.

Now What?

I am fresh back from a wonderful conference in Baton Rouge, Louisiana (LASHRM) and I am still pumped up and excited about my profession.

As I emptied my conference bag and began sorting through all of the pamphlets, pens and notes, I reflected and thought to myself, “Now what?”

We go to all of these conferences for development , fellowship, and to meet our Social Media peers and friends in person, but what good is all of that development and fellowship if the organizations that we return to don’t see and reap any benefit?

What are we going to do? What are we going to change? How are we better and will the colleagues we work with daily see it? Or are we just going to hoard all of the cool stuff we learned and keep all of the free pens and water bottles to ourselves.

I saw something special in that convention center, and because of that I’m motivated to share until my colleagues get tired of me.

I had the pleasure of working with my Performance I Create colleagues as the Social Media team for the event. We had a ball, sharing session content, promoting social media, blogging, etc. As the River Center staff began breaking down the exhibit tables and attendees were clearing out, we thought that our work was done. Just then a volunteer approached us and said that there were a couple of attendees that really needed to talk to us. Agreeing, a couple of us walked out to where our Social Engagement Portal was (that staff broke those tables down fast!) and we were immediately hit with a series of questions about how “Social” could help them in their workplace. They wanted to know how to move their thoughts from ideas to execution…and which tools and mediums would be best for what they were trying to accomplish.

connectAs we engaged them (my colleague did most of the talking, ahem), you could see light bulbs not only coming on but exploding. The concepts we spoke of were not complicated. They just needed some of that stuff that we teach and talk about to come off of the screen, out of the blogs and made plain to them in person…right there in their hands so that they could grab it and implement. What they needed was the knowledge that we had gained from doing…ideas that we got from conferences….strategies that we picked up from our peers. They needed it to make sense and tie in to what they were dealing with every day in their organization…and that if they had questions afterwards that they could reach out and get support.

“Don’t just help light bulbs come on, help them explode!” – Justin Harris, 2014

That’s what stuck with me. That’s what made me realize that it’s not that the people upstairs from me don’t care to do things differently, it’s that they don’t know exactly where to start. They have ideas, but they need help planning. Those of us that say we’re experts are needed to reach out occasionally and break it down for them. Because sometimes our messages are too big and they can’t run with that load. If we break the messages into manageable chunks, focus on process instead of the presentation, we’ll see more people grab hold and put the stuff in action.

So it starts in my shop. Being the change that I talk about and helping others to implement. Helping others to get involved and learn more about the tools of our trade. Because the Resources that we have are no good if we are not sharing them with other Humans.

Talk Is Still Cheap

Check me out over at Performance I Create today where we are discussing the importance of Action!  Here is a sample…

TalkSupply“So the goal is to move from talker to doer. It’s a critical shift because opinions without plans turn into noise. Noise that amounts to nothing but water-cooler fodder and disregarded complaints…even if the opinions are good ones. And what good is your idea if it falls on deaf ears….”

Please click HERE to read the remainder of the article!

Check out my post and those of my fellow contributors for HRelevant, in-your-face, performance altering insight at Performance I Create!