Friday, June 30, 2017

It Matters How We Look

Don't be fooled by the title. While the way you present yourself matters, this isn't where this post is going at all. In addition to consulting, I also tend bar for a great restaurant in Branson, Missouri. I don't know that I have ever enjoyed a position any more than this one. I have done many things in life and I have come to realize that the way you look at your position makes all the difference. When I say this I am not simply talking about your job; I am referring to the place you find yourself in each day. Mentally, physically, and emotionally you need to know where you are at so that you can truly get the most out of the experience and keep yourself in check throughout the process.

As I prepared for this post I watched a great episode of Ted Talks that helps to extenuate the point I wanted to get across. Rhea Miller discusses the concept of resonance and the way we look at things.

The key to so much of understanding the harmony in life is being able to grasp the big picture in any circumstance you are involved in. We live in a society that is so focused on putting people and things in compartments we forget that things can work best if we don't fight the natural harmony of a community and the things that go on within it. I would like to mention a few things that will help you as a person as you interact with your work mates, and society in general. Hang with me here, you may not agree with me on everything, but you might also find that contrary to some thoughts in society's circles we may be able to be more fulfilled if we simply understand why we are where we are and bloom where we are planted in whatever situation we find yourself in.

Know Your Role

Whether you own the joint or you are taking out the trash, your role is important. However, getting wrapped up in that role and either holding it over someone's head or making people feel as miserable as you are for having the role is counter productive. So many problems seem to occur when you forget that you were added to the team because of the gifts you have to bring to the table at that moment.Your position is a valuable piece of the community puzzle regardless of what you do but your personality can make that experience less than useful if you lose focus of your role. A person who loses focus of their position on a team is just as counter productive as the as the former quarterback of the San Francisco 49ers who thought that his position as an activist was an essential part of his role as a QB. it wasn't, and we see what has happened throughout that process.

It's not your job to tell others what you are; it's your job to do your job and through the process you will emerge. I always told my kids growing up that it is more important to play the game than to tell people how you play the game. Your excellence will reveal itself with how you carry yourself and play. The prancing around after you made a catch or basket will just wipe out all the good stuff you did before. Colin Kaepernick and his antics worked him out of a job. Don't let that be your demise as well.

Know Your Job

It's so important to know what is expected of you in your role as well as the job description itself. I have worked with a person that spent the first two months talking about what she did in her last job instead of actually learning the job she has now. That can be a real detriment to your position. You need to know your current position and do it to the best of your ability.You may have been hired because of some of the things you did in the past, but there may be other things expected of you in this current position.

I want to tell you a story of a guy who came to manage for a company I worked for. Let's call him Dave. Dave was hired to manage a restaurant because he had done well in other positions. Dave was a nice guy and people liked him. Dave had a lot of good things going for him. Very soon after Dave returned from training he started trying to make changes in the restaurant. As front of the house manager he felt the need to get involved in the menu and what we put on it. The problem with all of this was he didn't know the job he was hired to do. He also had an issue with chain of command and the people he should be communicating things with. He ended up moving on and the management staff was faced with dealing with the aftermath of decisions he made and never told the rest of the management team. It's not enough to have talent, but you also need to understand your role and act within it. The resonance of natural team activity wasn't allowed to happen because so many obstacles were placed in the way which blocked that natural harmony.

Always remember, that knowing your role is always more important than telling others what their role should be. Unless your job for a company is defining and holding people accountable for their positions than it isn't your responsibility. The harmony will resonate throughout the organization much more freely if we all realize that.

In conclusion,  the way that you act within your vocation is just as important as the role you play in your company. It's not your job to explain how you should look to others; doing your job with dignity will speak volumes for you and you will never have to blow your own horn.

I am certain that other people will also have stories and opinions regarding this subject and I would love to hear them. Please feel free to comment or ask questions. I look forward to hearing from you!

- Cheers

Tuesday, November 29, 2016

Kill 'Em With Kindness

I knew once I saw this scene many years ago if I was ever involved in training for customer service I would be using it. It's so important to keep a cool head when you work in the Service Sector.

There are so many times I can look back and wish I could have done something different in a given situation. The key to making those occurrences as intermittent as possible is to know how to act in each situation. I know this seems like you should have some mind reading talent or be a mystical wizard to figure this out. However, the closest thing to this would be a great training program that helps people deal with those disheartening issues. Through strong policy development, reinforcement, and accountability you can assure that you head off the majority of issues you will encounter before they ever happen. All of those worries about bad reviews on social media can be virtually eliminated with good preparation.

Effective Policy Development

I spent several years with McDonald's in Service and Operations Management and I was simply amazed by the Standard Operating Procedures manual. They have spent countless hours preparing for what could happen. I had a variable clearinghouse of answers to most any question I would have while working for their company. Incorporated with their effective hands-on training and E-Learning modules I was able to tackle basically any operational issue.

Being with many organizations in most forms of the Service Industry, I have been through very strong orientations and some that weren't so effective. Many of the issues in dealing with potential opportunities can be knocked off in a thorough  and effective orientation. That first impression for an employee can also plant key tidbits into their mind that will give them tools to deal with important issues. I will talk about essential tools that go into the employee's mental toolbox often. It's a concept that is critical to affect great experiences.


Planning effectively to reinforce strong policy is a very practical way to help build up the framework for good customer service. Many great tools could include shift meetings, continued training, and periodic testing. Using these training vehicles can power your team in the area of training. Using different methods to accomplish these will mix up the training process and keep things fresh and current. Role-play can be very effective in giving real time knowledge in the face of a potential client or customer. Looking over a previous review from the Internet together, or Mystery Shop scorecard can give you a great training tool during meetings. There is no substitute for effective testing to analyze what training may need to occur in many issues. The key is to keep up with all of this so you know what you have been doing and what topics you might need to refresh. Keeping it fresh and informative, they will thank you in the long run.

Hold Them Accountable

 All of the best training can go by the wayside if you aren't willing to hold your staff accountable. I have worked with companies and institutions that have some of the best training offered, but because they are afraid to hold someone's feet to the fire, it is rendered pointless. In some cases, lack of accountability could be a matter of life or death. Administering the wrong medication or mixing the wrong chemicals can kill someone. If techniques aren't performed adequately it can cost a company production time. Not adhering to a diet request could put someone in the hospital. If people don't know consequences could hang in the balance, people could become complacent and it could be potentially harmful to a staff member or a customer.

If you remember to keep these counseling sessions professional and concise you will also avoid backlash from the employee receiving feedback. Have another manager handy to assist by just being there to reinforce your position. Plus, there is accountability there to support you. Handle discipline privately; calling out an employee in public is a slippery slope that rarely goes the way it should. Keep it short and answer any questions. Make sure to document each issue. It's important when going back to handle further discipline. Most companies require this to dismiss an employee.

You don't have to be a jerk; it's always better if you are being nice in these situations you are being nice. You can't fault professionalism. Sometimes letting someone go puts them in a better mind frame and is a doorway to a better opportunity for them.

Train for Success

The best way to deal with issues that could adversely effect the bottom line of your company is to train your staff effectively. Make sure they know what they need to succeed right off the bat and continue to show this regularly. The more you work with your team and show them what they need to know, the easier it is to diagnose trouble issues early.

I am interested in your feedback. I don't have all the answers, and I rely on the minds of great people to feed me morsels that will help me to be a better trainer. Feel free to drop a comment below, or an email if you'd like to discuss consulting or a more personal question that you don't want to place out in the public eye.

Thanks for taking the time to check this out. I will try to write weekly and keep current information up for you to utilize.

- Cheers

Wednesday, November 23, 2016

Service With A Style - The Regenesis

Service With a Style has been created as a resource for those that work within the Service Sector in one capacity or another. If you own the operation, or manage the facility, or even work within the company, this site is designed for you.

We exist to provide essential keys as well as practical knowledge that will help your niche within the Service Industry succeed.

The professionals I will most often be referring to are those within Hospitality, Restaurant, and Retail entities, but most of these ideas can also apply to Public Service and even Ministry organizations.

I have been involved in all of these conceptual types in one form or fashion throughout the years and I have found that there are many things that are common sense but don't always become common knowledge within an organizational process. This site is designed to bring those ideas to the forefront for you to consider in your practical day to day systems.

You are going to find that often these ideas are not new, but I also believe that the basics done correctly will make training and process go more smoothly. I have no intention of reinventing the wheel, but I also believe that the right solution is often missed because it can be overlooked or considered too difficult at that given time.

This is a work of knowledge that exists because a lot of great minds invested their time in me. It will also continue to build as I receive additional input from you. Feel free to share your ideas and opinions because I want to learn through this process as well. I do consulting, but it doesn't mean I always have all the best answers. Please feel free to present your thoughts so we can talk about them. This work gets better with your input.

I am reworking this Website and Blog, and I hope to soon give you a large variety of resources from which you can work with. I hope to write at least one post a week if not more. Please stay tuned. If you want a post on a specific topic please feel free to pass those my way.

If you have any questions or you are looking for consulting information please feel free to contact me. I truly look forward to talking to you.