How Effective Meetings Can Enhance Communication and Performance Management

I was doing a brain storming session with a client recently and an issue they were having with the inaccuracy of their website was identified. Several office managers complained that no one was asking for their input, and as a result, the organization had a website that was improperly informing their customers about new services that were being provided.

Publics Relations
Good public relations begin at home. Happy staff equals happy customers. Meaningful and regular staff meetings can be a very powerful tool in helping your company meet the needs and expectations of your customers. As situations come up, mini-meetings and brain-storming sessions that quickly solve problems can also be used very effectively. Regular meetings held with a purpose can keep the lines of communication open.

Employees Feel Stymied
Often employees feel stymied in their ability to communicate their feelings and viewpoints to management. The staff feel like second-rate people because they are never given an opportunity to be heard. What most organizations lack is a structure to insure that the meetings are held on a regular basis.

Meeting Preparation a Must
To insure that the meetings are effective, it is important that some preparation be made before each meeting. What are the challenges that need to be addressed? What is being done about the issues that were discussed at the last meeting? What is going right? Why? How can things be made even better? By asking these kinds of questions, you are building a framework to give communication within your company a place to grow and develop.

Result Oriented Meeetings
By holding meaningful and action-oriented meetings, you make it easy for your employees to communicate with each other as well as with management. This can enhance performance management in any organization. Many times, it's not a "generation gap" that prevents teamwork within a company, but a "communication gap." By following through with a plan for communicating, you are insuring a clearer, more effective form of constant communication in your company. As a result, by keeping miscommunication to a minimum, you will have a happier and more productive group of employees.



Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, trainer, coach and author. He works with small and mid-size businesses and organizations and helps them develop their most valuable asset – their people!
Visit his website at: www.TomBorgConsulting.com or email him at: TomBorgConsulting.com

Service Contract Anyone?

The other day I was in my local electronics store and during the transaction the salesperson asked me if I wanted to purchase a service contract. I politely declined.

Have you noticed the many companies selling service contracts for their products or service? Some of the companies using service contracts are automobile dealerships, appliance stores, heating and cooling contractors. These are just a few of the companies that offer service contracts. There are many more.

There are two schools of thought on service contracts. The first is that it gives the customer the opportunity to buy added protection against potential defects in the product or service that the company is selling.

The second school of thought is that service contracts are not necessary. They are simply an excuse for sloppy workmanship, and at the same time very profitable for the company selling them. The one who loses is the customer.

The late Ron Zemke, one of the most respected individuals in the field of customer service training and development, believed that the future will bring a trend for people to buy only products which are unconditionally guaranteed. Consumers will be unwilling to tolerate the service contract mentality.

It’s my opinion that companies should unconditionally stand behind the products and services that they sell. They should not try to charge the customer more for a so-called ‘service contract.” Yes, from time to time a product will fail or service will not be up to the proper standards. However, rather than charging the customer more money with a service contract, why not just give them what they paid for in the first place? The companies and organizations that will be most successful will be the ones that set the pace in this area. People want quality and service that they can depend on--without having to pay for a service contract.

Can you imagine a scenario of medical doctors selling service contracts? Think about it. Let’s say they were going to do a heart transplant. For an additional $5000, they would guarantee the heart for two full years! Apply this strategy to restaurants. For an extra $5 they would guarantee clean tableware, fish grilled to perfection, and, of course, a very courteous waitress or waiter. Switch now to hair stylists. For an extra $20, they would guarantee a punctual appointment with a cut and style done the way you like it. Who knows, for an extra $5 they might not even smoke cigarettes just before your appointment with them, and might even display some current magazines in the waiting area.

Yes, I know I’m stretching things a bit with the suggestion of service contracts for doctors, waitresses, and hair stylists. It wouldn’t be practical. Why? Because we expect that they are providing the best service possible to begin with, although many of them don’t and we simply put up with it or take our business elsewhere. The point I’d like to make is that most businesses (including new car dealers) should guarantee great service and full satisfaction without customers having to buy a service contract.

Service contracts simply don’t make sense for the consumer. The company that implements a strategy guaranteeing uncondi¬tional quality and service at no extra charge will demonstrate to its competitors that this approach can be a key factor in keeping customers loyal indefinitely and the operation profitable and successful.

How to Take Care of Your Money Worries

The interesting thing about living in this world is that everyone worries, especially when going through a job transition. Some of us worry more than others. Three of the common things most of us worry about are our concerns with:
Money
Family
Career

In this article let’s talk about money. When it comes to money, if we have too little, we worry about how much we need and how we are going to get more of it. For many people this can consume a great deal of their time. They worry about how they are going to pay their monthly bills, credit card payments or how they are going to pay for their children’s college education. This vicious cycle continues and they are unable to come up with a solution because they are spending all of their time worrying about the problem.

One thing is for sure, worrying about something never solved the situation! The key to taking charge of your money worries, is to start thinking about the solutions that are possible. One exercise is to try to imagine in your mind that you are asking a money consultant for some advice about your particular financial situation. He listens to you then he replies with an answer. What might he say? Very likely the answer you imagine will be the very answer you need to hear.

For example, your question might be: how do I pay the bill I just received in the mail from my credit card company? As you ask yourself the question, an answer pops into your head. You could use the extra money you were saving for an emergency. Then another answer comes to you and it suggests you not purchase the new couch you and your spouse were thinking about buying. By delaying this purchase and by using some reserve money to pay the current credit card bill, you have solved the problem.

The concept here is that you ask your inner guide for a solution. By listening and taking action on the problem you are dealing with, you can solve the financial concern.

So in summary, stop worrying, and start thinking about a solution and then take action. The benefit you receive is you will be able to take charge of your money worries one problem at a time.

Do the Unexpected

One summer, Elizabeth, my wife and I took a vacation through Northern Michigan. On a particular day we had several places we wanted to visit so we started out very early from the town of St. Ignace. To save time, we decided we would stop for breakfast a few hours later. However, my wife just had to have a cup of gourmet coffee before we got on the road. Problem, all the gourmet coffee shops were not open yet. We searched around and finally spotted a place that served gourmet coffee called the Colonial Lodging Bed and Breakfast. It didn’t look open yet, however, Elizabeth decided she would take a chance and find out if they would serve her.

Upon entering the bed and breakfast she discovered a most delightful man, who just happened to be the owner. He explained to her that they were not quite open yet, but he had just finished brewing up some of their special gourmet coffee and poured her a cup. Elizabeth asked him how much she owed him and he replied “no charge, have a great day!”

What the owner of the Colonial Lodging Bed and Breakfast did that day for my wife was unexpected. He left an extremely positive feeling with her. He did something that can only build good will and in the long term, his business.

Are there a lot of bed and breakfast establishment out there? Yes, and as we all know it can be very competitive in that market just like it is in your market place. So why not do something positive for your potential as well as your existing customers; do the unexpected and surprise them in a positive way.

Some of the things to consider doing for your potential and present customers that fall under this category included:
• Opening and closing your store a few minutes earlier than the posted sign indicates.
• Providing the extra few cents for a customer’s purchase so he or she doesn’t have to break a dollar.
• Acknowledge them as soon as they walk in the door with a cheery hello and “we will be right with you”.
• Make them feel truly welcome. Let them know you really care about meeting their needs and wants.
• If they couldn’t find what they wanted in your store recommend them to another place where they can find it.
• Ask them was everything alright with their purchase and mean it. If something was not, do your best to make it right.

By doing the unexpected for your potential, and present customers you will exceed their expectations and build your business.


Tom Borg is a consultant, trainer and coach. He is president of Tom Borg Consulting LLC. He works with the managers and employees of businesses and non-profits in the area of professional development and customer service training. He is the author of the book/cd “Making Service Count”. He earned his bachelors degree in administration and his masters degree in Educational Leadership at Eastern Michigan University. You can contact him at: 734-812-0526, email: tomborg@tomborgconsultingor visit his website at www.tomborgconsulting.com

An Ounce of Meetings is Worth a Pound of Problem Fixing

By Tom Borg ©2010

I was doing a brain storming session with a client recently and an issue they were having with the
inaccuracy of their website, was identified. Several office managers complained that
no one was asking for their input, and as a result, the organization had a website that was improperly
informing their customers about new services that were being provided.

Good public relations begins at home. Happy staff equals happy customers. Meaningful and
regular staff meetings can be a very powerful tool in helping your company meet the needs and expectations of your customers. As situa¬tions come up, mini-meetings and brain-storming sessions that quickly solve problems can also be used very effectively.

Regular meetings held with a purpose can keep the lines of communication open.

Often employees feel stymied in their ability to communicate their feelings and viewpoints to management. The staff feel like second-rate people because they are never given an opportunity to be heard. What most organizations lack is a structure to insure that the meetings are held on a regular basis.

To insure that the meetings are effective, it is important that some preparation be made before each meeting. What are the challenges that need to be addressed? What is being done about the issues that were discussed at the last meeting? What is going right? Why? How can we make things even better? By asking these kinds of questions, you are building a framework to give communication within your company a place to grow and develop.

By holding meaningful and action-oriented meetings, you make it easy for your employees to communicate with each other as well as with management. Many times, it’s not a “generation gap” that prevents teamwork within a company, but a “communication gap.” By following through with a plan for communicat¬ing, you are insuring a clearer, more effective form of constant communication in your company. As a result, by keeping miscommunication to a minimum, you will have a happier and more productive group of employees.

Little Things Make a Big Difference or 1+1+2=112

By Tom Borg © 2010


As two business partners are being seated in a restaurant, they mention to the greeter that they are in a hurry. A few moments later, a waitress is ready to take their order. She acknowledges that they are on a tight schedule and will put a rush order on having their lunch prepared. A few minutes later, the waitress returns with the lunches and the bill. She suggests to the two men that if they would prefer to pay for their meal now, it would save them a few extra minutes when they are ready to leave. The two business partners agree and express their appreciation for her thoughtfulness.

So often, small business owners overlook the little things that mean so much to their customers. Running a business is like running a marathon; yet, some people run it like it was a 50 yard dash. They are in such a hurry to get to the finish line that the customer’s real needs and wants are overlooked. Successful business owners realize that they are running a race, and this race is 26 miles and 385 yards long. They know that in order to be a winner, they must take care of the “little things” throughout the entire race. Like the old saying goes, “Being successful should never be confused with remaining successful.” Success¬ful business owners realize that they are in business for the long haul, not just the short ride. Take note of all the little things that are important to your customers. Set up a system to make sure these expectations are met. Remember, by taking care of the little things for your customers, it will help you earn their loyalty for life.

List three things that may be minor but do make a difference to your customers. Decide to implement them on a regular basis.

Implement a System that Regularly Recognizes and Rewards Your Employees Outstanding Job Performance

By Tom Borg ©2010

I remember one manager telling me that he once had worked for a different company, and was to receive a special award at the annual banquet. He finished his shift earlier that evening and hurriedly drove over to the hotel where the banquet was being held. By the time he arrived, the awards ceremony was nearing completion. The president had already passed his name earlier, and thus ignored his presence because he did not want to slow the evening agenda. This employee felt invalidated and hurt. Don’t make a similar mistake with your awards system. Make the person receiving the award feel special. People like to receive the recognition due to them; they like to feel important.

One of the best ways to get the kind of behavior you want is to outline specific criteria for
identifying outstanding job performance. Then consistently reward it when you get it. By putting together an incentive program for your employees, you are making a positive statement that you value good work.

Find out the kinds of incentives and rewards that are important to your employees and managers by asking them. You can do this in one-on-one conversations or in staff meeting. Once the program is instituted, be sure to constantly work at improving it. If the program is started and there is no follow-through, it can result in creating cynicism and resentment.

The awards don’t have to be fancy cars or elaborate trips to Hawaii. Something quite simple and inexpensive will work. It could be a dinner for two at a popular restaurant. A gift certificate to a popular retail store or a picture of the employee or manager in the monthly newsletter or on the wall in the lobby is also effective. Other ideas include a special designated parking spot for a month or a framed certificate of achievement. All awards should include a personal word of thanks from the president or owner.

The key to an effective award system is that it should be ongoing and include something that will be remembered. Sometimes, although a cash reward is appropriate, many employees and managers will end up spending the money on bills. The result? They don’t remember anything special from earning the award.

Once you’ve decided on the approach you will take, call a general meeting with all of your employees and managers. At this time, explain to them why you are instituting the incentive program and explain how it will work. Make sure they understand the process. By encouraging questions and suggestions, you will help employ¬ees feel more comfortable with it. After one month, make any necessary adjustments. Re-evaluate it on a regular basis and constantly work on improving and refining it.

By using a system to consistently reward your employees and manager, you will create a built-in incentive system for them to constantly strive to do the best job possible.


1. What type of an incentive system could you implement in your company?


2. What kind of efforts would you reward?


3. How much could you budget for this system?


4. What kind of incentives or rewards would you be able to pro¬vide to your outstanding employees?

Don't Tell Your Customers What They Can't Do - Tell Them What They Can Do

By Tom Borg ©2010

Have you ever seen these signs posted in various businesses?


If you BREAK IT - you BUY IT.
No Shirt-No Shoes-No Service

We Reserve the Right to Refuse Service to Anyone.

Shoplifters will be prosecuted to the full extent of the law.

CLOSED

Do not lean on the glass display counter.

NO LOITERING



These signs are not very inviting are they? It seems that the owners good intentions have gone astray.

A business associate and I walked into a Mexican-American restaurant for lunch. Our eyes were met by a sign that read, “Banks don’t make tacos; we don’t accept checks.” Next to the words there was a sketch of the owner with a scowl on his face. That first impression had already left a bad taste in my mouth, and we hadn’t even sat down to order our meal. What the owner of this restaurant does not realize is that the message he is sending out to his potential customers is not positive. Actually, it’s downright negative. What he’s saying is that he doesn’t trust his customers.

Is this the message he really wants to express to his customers? Probably not. But, he is expressing it.

A couple of golfing partners decide to try out a new golf course. They walk up to the clubhouse and are met with a barrage of negative signage: “Clean your spikes before entering club¬house.” “Shirt and shoes must be worn at all times.” “Replace all divots.”

What the owners of this golf course are doing is setting up a negative impression before the first ball is even teed up.

Why do these two examples of poor service in America exist? Because the owners are forgetting a very important truth. Charles Lamb, the great English essayist, said it best when he wrote these words, “Damn it, I like to be liked!” People like to be liked. They don’t want to be told what THEY CAN’T DO. They want to be informed of what THEY CAN DO. They want to be made to feel that they are welcome.

A better way for the restaurant owner to inform his clients of the policy of not accepting personal checks could be to tell them what forms of payment he will accept. The sign could read this way:

“Your Visa, Master Charge, Diner’s Club, and American Express cards are most welcome. Unfortunately, we do not accept personal checks.”

A better way for the golf course to communicate its rules to customers would be to have the signs read this way:

“In order to provide you with a quality golfing experience we ask that all participants follow our rules of golf etiquette. Thanks for your cooperation! As always, it’s a pleasure to serve you.”
“We want to keep our clubhouse looking it’s best for you! Please clean your spikes before entering. Thanks for your cooperation.”

“In order to keep our golf course in top condition for everyone’s enjoyment, please replace all divots. Thanks for your coopera¬tion!”

“We want you to look your best! Please wear your shirt and shoes on the golf course and in the clubhouse.”

The impressions a customer receives when he walks into a business or organization are merely a reflection of the owner’s values and people skills and how he or she chooses to express them.

Most restaurants have a sign over the coat rack that reads, “Not responsible for lost or stolen articles.” That’s what the owner would like you to believe at least. What the sign is really saying is “WE DONT WANT TO BE responsible for lost or stolen articles.” Legally, they really are responsible; they just don’t want you to know it. Most restaurants that I have surveyed report that they rarely have had anyone lose a coat or a personal belonging. So, my question is why put up the negative sign? Remember, we are trying to make this a positive experience for the customer. Negative signs do not help.

Earl Nightingale used to tell the story of a very popular restau¬rant in Florida that is still in business today. The customers observe a sign over the coat rack that reads, “Of course we are responsible for your belongings when you are a guest in our restaurant. So, relax, enjoy yourself, and have a good meal. Remember, serving you is our number one purpose. This restaurant has taken a very different approach to reminding its customers that they are important. In so many words, the owner is telling his customers that he cares about them and that he is responsible.

After one of my talks during which I mentioned this restaurant, an elderly woman came up to me and asked, “Where is that restaurant located? My husband and I live down there part of the year and would love to visit it.”

How to Delegate For Maximum Results

How to Delegate for Maximum Results

by Tom Borg c.2010

In his book Pizza Tiger, Tom Monahagn of Dominoes Pizza, confessed that he loved to make pizzas. He was good at it. He could knead and flip the pizza dough and make it just right. When he was just starting out, with just one or two stores, he realized that if he was going to really grow his pizza empire he was going to have stop making pizzas and start working on expanding the business. That meant hiring the right people and teaching them how to do what he did so well.


Michael Gerber the small business guru calls this being able to
“Stop working in the business and to start working on the business”.

Let’s face it, most business owners have a hard time with delegation. Part of the reason is, over the years they have had to do a lot of different things to make their business successful, and often they enjoyed doing many of those different things.

Some of the typical excuses why small business owners do not delegate:

1. They don’t feel anyone who works for them can do it “exactly the right way”.
2. They don’t feel secure enough to give the authority to others
3. They don’t trust the people that work for them to do the job effectively
4. They will only delegate small inconsequential responsibilities

Some of the benefits for delegating are:

1. It gets the job done.
2. It can grow your people
3. It will allow your people to feel involved
4. Better and greater productivity.

A good way to look at this idea of delegating is to look at the game of baseball. The manager can’t play all nine positions of the team. Even if he could play all nine positions he couldn’t do them all at the same time. If he is going to do a truly effective job of overseeing and really maximizing the talent and potential of his players he has got to be the manager not one of the players.

Here are some basics on delegating a job effectively.
1. Pick the person you want to delegate to
2. Plan out how you will delegate the job
3. Explain to the person:
a. What you want him/her to do.
b. What you don’t want him/her to do.
c. How well you want it done.
d. When you want it done by.
4. Discuss with them how they plan to do it and answer any questions they may
have.
5. Let them do the job.
So in summary, as Tom Monahagn learned to do, start delegating the right things to the right people and watch your business grow.