Previously, we got a glimpse of the three main causes of job misery as described by Patrick Lencioni in the book “The Three Signs of a Miserable Job”.   

1. �
   1. Anonymity (Lack of Recognition)
   2. Irrelevance (Lack of Relevance)
   3. Immeasurement (Lack of Rulers or ways to measure success)

Now let’s take a look at the personal and economic impact of job misery. 

The Personal Impact of Job Misery   As we all know, when we’re miserable at work, that misery tends to bleed into our personal lives.  We spread our frustration, negativity and apathy to our families, friends and even strangers.  Before long, these negative emotions can build up and cause family tension, psychological and emotional problems, and even health issues. 

For example, imagine that you’ve been working all year without much guidance or feedback from your supervisor, yet on your own, you’ve done your best to determine and fulfill what’s needed and expected.  You head into your annual performance review confident that you were meeting the expectations of your position and hoping to have earned a promotion, only to discover that neither is true.  Your employer is disappointed with your job performance and you’re frustrated that clearer expectations weren’t initially explained.  The scenario replays itself over and over on your way home until you walk in the front door, your spouse asks where the dry cleaning is (which you forgot to pick up) and you snap!  Stress from the workplace just entered the home.  That question probably wouldn’t have bothered you on its own, but pair it with the activities of the day and it becomes just one more way someone else is unhappy with the way you performed. 

The Economic Impact of Job Misery   Whether our thoughts, feelings and attitudes are positive or negative, they tend to infiltrate our conversations.  And just as happiness and joy can spread from person to person, misery can be contagious.  If we are unhappy and unfulfilled in our jobs, we will likely share this with co-workers. Before long, that misery can quickly permeate the work culture, and when negativity invades the workplace, the evidence quickly appears in the form of higher absenteeism and turnover, as well as decreased performance and productivity levels. But the flip side is where there is contentment and optimism, solutions to these problems are close at hand.

Patrick Lencioni conducted several case studies to learn how companies are impacted when these three signs of job misery are addressed or are not addressed by management.  This is what he learned: 

(Click on chart to see details.)

 A Closer Look at the Economic Impact of Job Misery . . . Show me the Money!   In today’s economy, it’s critical for every business to be sensitive to where their losses are coming from and how they can be prevented.  For example, most companies expect to have a percentage of turnover each year, but unless the rehire process has been evaluated, they may be shocked by the actual cost involved in hiring a new employee, versus keeping the current one. 

Will Helmlinger, a VP in Human Resources for a major software company, recently wrote an article addressing the cost of turnover, featuring a company hiring a Customer Service Representative making $18,000/year.  When the actual expense of hiring the new employee was calculated, the total was an alarming $58,000!  The first inclination may be to quickly dismiss this figure and assume that this isn’t the reality for your company. But it’s likely the featured company hadn’t thought that the process of hiring a new employee would be that expensive either!  To help determine the actual cost of hiring a new employee, below is a formula that Mr. Helmlinger recommends:

(Click on chart to see details.)

 Anyone that takes the time to complete this chart will likely be surprised by the expense of losing just one employee.  But the expense may not stop there.  Let’s dig a little deeper and determine the company wide impact.  For a practical example, let’s assume that the cost of losing one employee is $7,000.  Assuming a 30% annual turnover rate at a company with 50 employees, the losses quickly add up.

(Click on chart to see details.)

 This scenario sheds a whole new light on the term, “Love the One You’re With”.  If you focused on counteracting the three signs of job misery and were able to reduce your turnover rate by 10% or 15%, how much would this save your company? Imagine if even a fraction of that money was spent on keeping existing employees rather than continually replacing them.  The savings would likely be substantial.

Time Spent is Money Saved   One of the greatest gifts you can give someone is time.  In a technically savvy world, we have more ways than ever to stay connected with one another. Yet with all of that technology, it’s easy to lose touch with those within arm’s reach.  How many times have you sat in a restaurant and observed someone texting when there is a live person right in front of them?  It is equally easy to lose touch in the workplace, so take the time to connect with your staff and prevent the signs of job misery.  Are they Recognized regularly?  Has it been expressed to them how Relevant they are to the success of the business?  Do they understand the Rulers with which they can measure their success?  The answers to these questions may not be obvious and it may take an investment of time to get an accurate pulse on your team’s level of job satisfaction.  But considering the potential expense of losing even one employee, isn’t it well worth the effort?  Spend some time to determine whether Recognition, Relevance, or Rulers are being utilized or if they need more time and attention.  Devoting some time preventing job misery in your staff could result in big savings down the road!  

In our next article, we will reveal tools that will help create an environment in which your employees will get the Recognition they need, understand their Relevance to the company, and learn how to use Rulers of self assessment. Until then, digging a little deeper to determine your employee’s level of job satisfaction (or misery) is guaranteed to be an excellent use of your time.

I started thinking about what it was that made the janitor so happy in his job and what was the true root of the software manager’s misery.  I found my answer in “The Three Signs of a Miserable Job”.  It not only describes the causes of job misery, but the double effect it has on company revenue and employee satisfaction. For conscientious employers, there are steps to help decrease the “misery factor” in any job and create a culture that supports job satisfaction and fulfillment no matter where employees are in the “job food chain”.  The first step is learning the three signs of job misery:

1. ANONYMITY (Lack of Recognition) – If someone feels that they are nameless and invisible, that their manager has little interest in them as a human being and knows little about their lives, their aspirations and their interests, then they won’t love their job no matter what it is.  We all have a need to be understood and appreciated for the qualities that we bring to the job, especially by those in positions of authority.  

2. IRRELEVANCE (Lack of Relevance) – Without knowing that their work is linked to the satisfaction of another person or group, an employee will not find lasting fulfillment.  Even the most cynical employee needs to know that their job makes a difference and impacts someone, whether it’s a customer, a co-worker or their boss. 

3. “IMMEASUREMENT” (Lack of Rulers or ways to measure success) –  If there is no solid way of measuring their own contribution or success, people will lose motivation as they see themselves unable to control their own fate.  It is not possible to feel fulfilled if success is determined by the subjective opinions of another person (usually a supervisor).  People need to be able to measure their progress and contribution for themselves. 

The airport janitor, although doing tasks many would find demeaning, was happy because he was appreciated by his manager and co-workers.  He could see how his hard work helped the reputation of his employer. The software manager never received any validation for his hard work; he felt invisible and unappreciated.  So although he was making great money, he was unfulfilled and miserable. A remarkable difference in these two examples where the first two signs of a miserable job are not present with the janitor, yet clearly present with the software manager.  If the software manager’s supervisor had taken more of an interest in him personally and done a better job of validating his work, he might be as happy as the janitor instead of considering quitting. 

These are simple, yet powerful concepts – and best of all, not difficult to implement. By paying more attention to the signs of a miserable job, you will be able to counteract them by implementing the Recognition, Relevance and Rulers that your staff surely craves. 

In our next article, we will dig deeper into the economic and personal costs of job misery, after which we’ll explore the benefits of creating an environment that supports job satisfaction.  Together we will look at some specific action steps to create a culture where job fulfillment will thrive!  In the meantime, take a few moments to objectively evaluate whether Recognition, Relevance and Rulers are alive and kicking in your department.  Are any missing?  Investing a little time to ensure they are part of your company culture can make a huge difference in the longevity and satisfaction of your employees…and when you think about it, isn’t that what we all want?

Growing up in the Midwest, I was always spellbound by the big summer storms that would roll through.  I was fascinated by the tall trees as they whipped back and forth, branches shaking every which way as Mother Nature unleashed her wrath.  Occasionally, the force of the storm was too great for an unyielding tree and the entire tree would come crashing down, leaving a tangled mess in the yard.  The trees left standing were often tattered and torn, but in the end it was their flexibility that got them through the storm.

Our current economic conditions remind me of watching those storms.  Many companies are hunkered down, battening the hatches, bracing themselves and following the rules – yet what is essential during these stormy times is flexibility.  Flexibility and adapting to current circumstances is what will leave companies standing long after the economic storm has passed.  To that end, when interacting with your customers, do your employees know how to be flexible when following your company’s policies and procedures?  Do they know how to balance the needs of both company and customer during these tough economic times? 

A recent example:  For several years, I have had a quarterly arrangement with an exterminator for pest control in my home (no formal written contract).  For a variety of reasons, I opted to skip the 4th quarter treatment.  And since it was the middle of a Midwest winter, I didn’t see the value in spraying for bugs when none were around.  I called to cancel the visit and was informed that skipping the treatment would subject me to a triple digit reactivation fee as well as a surcharge for the extra material needed for the next visit.  Extra material?  Reactivation fee?  Reactivation of what?  To me, this was a simple arrangement where a guy shows up with a container of liquid that he squirts around the baseboards of my home and since it was the dead of winter the frigid temperatures had already taken care of any pesky critters that survived the 3rd quarter treatment.  Upon bringing all of this to the attention of the representative, she simply stated that it was policy to charge the fees.  Period.

I ended the call without booking the service visit.  The rep’s rigidity in enforcing the policy and inability to balance my needs and the company’s needs resulted in the loss my business now and forever.  Was this her fault?  Perhaps…or maybe it was the result of her real or perceived lack of power to find a solution that would serve us both.  Surcharges, cancellation fees and penalties are an accepted way to dissuade customers from abusing a company’s goods and services. But when an employee lacks the knowledge, desire or authority to consider other viable options and simply quotes policy, they may be failing the very company and revenue they are trying to protect. Now more than ever, it’s critical to be flexible and to consider that the potential financial loss of that customer and their future referrals would likely supersede any revenue gained by enforcing rigid policies in the present:  In other words, “Don’t step over a dollar to pick up a dime.” 

If you want to preserve your current customer base (and who doesn’t?) now may be a good time to assess what authority your reps have to negotiate with your customers.  Give them the power to make your customers feel heard and valued. Talk to them – ask them if there are policies that are costing you customers – they’re the ones that will know!  And if there are, then take a look at whether the rules can be bent and how far – and then give the reps the power to do it.  In these uncertain times, some companies will survive and thrive, some will be tattered and torn and some will crash in a tangled mess. In the end, it’s a company’s flexibility or lack of it that will determine if they stand or fall after the storm.

It’s the perfect time to let your staff know just how grateful you are for all of their hard work to keep your company prosperous during the economic challenges of this past year.  But if the budget is tight, what do you get a group of people who have been such key players in the success of your company?  We have a few ideas listed below – you can pick one, two or more and make it a part of your holiday countdown by having a surprise waiting each day until the holiday vacation!

1. Jingle Jeans – Have a jeans or casual dress day.

2. A short winter’s nap or a power shopping stretch!  Give each employee 15-30 minutes extra for lunch one day (this could be spread out over several days).

3. Let the Celebration Begin!  Close the office 30-60 minutes early on the day before the holiday break.

4. Holiday Feast of Food, Food, Food!  Set up a holiday pitch-in for an office lunch.

5. Custom Holiday Cards!  Have a note card waiting at each desk, stating one thing you appreciate about that specific employee.

6. Deck the Halls!  Set up a bulletin board where the employees can bring in pictures of their favorite Holiday tradition.  Then announce the most “unique” tradition and give that employee two free tickets to a local holiday event.

7. “Hero” Sandwich Luncheon – Bring in lunch for the staff and let them know that because of their hard work, they are all a “Hero” at your company!

8. Look out for Holiday Spirits!  Have a contest for the most spirited holiday outfit.

9. “Star”bucks Gift Cards – Let your staff know they are a “Star” by giving them a gift card for a delicious treat at Starbucks (or similar venue).

10. “Thank you for your fabulous Customer Care” Candy Canes – Candy canes are a simple and tasty way to thank your staff for providing great customer care.

11. A Frosty Brain Freeze – Give an afternoon break that will take your employees away from work and back to their childhood!  Set up a Sundae bar with all of the fixin’s!

12. The Ultimate Smart Shopper (getting paid to shop!)  Set a goal for your department – all who hit the goal get their names entered in a raffle for a half day off with pay so they can finish their shopping and avoid the last minute frenzy!

13. So much to do…So little time!  Have a day where everyone brings in 1-2 dozen homemade cookies (along with the recipe).  Everyone who participates will have a variety of cookies to take to their next holiday party!

14. Ho! Ho! Ho!  Spread Holiday Cheer!  Work together to bring joy to someone’s holiday.  Start a “Toys for Tots” campaign and select an agent or two to help deliver them to the charity. Write it up in the company newsletter.

We recently had our first snowfall in Indiana.  I have to admit, snow doesn’t typically bring out the best in me.  Where some people see beauty, I see cold, icy roads that eventually lead to wet slush and traffic delays. So as I was sitting in traffic that morning watching while people remembered how to drive on this slick stuff, the dreaded realization hit that the months ahead will likely be filled with more snowfalls and traffic muddles. In that moment, I knew I had a decision to make.  I could either focus on the less thrilling aspects of snow, or I could focus on the positive aspects. So I decided to hone in on the fact that although sunny days seem to be few and far between during the gray days of winter, snow brightens everything!  Snow is essentially “sunshine from the ground up” (even though it is COLD sunshine!)  It’s amazing how that simple change in perspective has improved my whole outlook on winter. Not only does the choice to view things positively alter the amount of joy and peace in our personal and professional lives, this attitude is contagious and can usher another person into that same positive train of thought.

For example, what happens if you tell a client that you can’t get a product to them by their ideal deadline?  Are they unhappy?  Or upset?  Would they be less likely to be upset if you told them when you could get that product to them?  Consider these two responses:

“I’m sorry, that item is not available so I won’t be able to get it to you by Friday.  In fact, I can’t get it to you until Tuesday.” (The focus is on what cannot be done)

 “Although this item is currently out of stock, I can get it ordered today so that it’ll ship tomorrow, and we can get it in your hands by Tuesday.”  (The focus is on what can be done)

Which of these statements would you rather hear?  Not only does this simple switch in focus enforce how the representative can help (which pleases the client), but it also creates a less stressful conversation, which makes it much more enjoyable for the representative.

As we embark on all of the adventures 2010 will bring, make the choice to breathe life into your customer relationships.  Shift your perspective to the positive and focus on how you can help the client.  The end result will be a happier customer and a happier employee!

Terrifying!  But here’s the good news!
68% of the customers who switch to a different vendor do so because of a perceived attitude of indifference**   

Yes, it’s the bad news AND the good news!  Because your reps have all the control in the call, with a simple shift in attitude they have the power to keep these customers!  So how do you train your staff to move from the mindset of “I’m responding to monotonous call #15″ to “I’m happy to assist Mr. Fenton with questions about his account”?  How can they learn to humanize the customers that make the many requests, orders and complaints they receive? 

One way is to remember some of the sayings we grew up with.  Do any of these sound familiar?

“Do unto others as you would have them do unto you.”
“Before you judge someone, walk a mile in their shoes.”
“Kind words do not cost much. Yet they accomplish much.”
“You get what you give.”
“Kill ‘em with kindness.”
“You may be the highlight of their day.”

The threat of losing customers is a lot less scary when we use this easy “trick” and remember that our clients aren’t just a number, but human beings riding the ups and downs of life’s roller coaster – like us!  So remember to “treat” them like the valued customers they are.

Happy Halloween from PHONE PRO!

** “How to Win Customers and Keep Them for life”, Michael Leboeuf

You may recently have heard the phrase “Customer service is the new black” and wondered “Really?  What is new about the need for good customer service?”  Today we live in a “Time is Money” world  where the rapid advancements in technology and the ability to accomplish a lot very quickly often results in very little interaction between the customer and a live, breathing human being.  Ours is a world of self-checkouts and automatic voice recognition systems that can do everything from helping you make a payment to explaining how to install a DVR.  But when the human element is removed for the sake of high efficiency, the business world may consider good customer service non-essential and out of fashion.

As customers, we too live in a world of revolving task lists and a “Get ‘er done” mentality.  But that doesn’t mean that we expect to sacrifice good customer service for efficiency and convenience!  And therein lies the puzzle for every business – how do you deliver both?  In this era of electronic communication, it’s easy to fall into the mindset that the customer asking for your assistance is just one of the dozens or even hundreds of calls you will take that day.  It can be easy to forget that the customer isn’t just one of the calls you have to handle, but is one of the people responsible in keeping the doors to your business open (and ensuring your job) during these difficult financial times. 

The internet is a powerful tool for business marketing and communication.  This amazing technology has also brought a very powerful voice back to the customer.  It used to be that a poor experience at a local business may have resulted in a handful of people learning about the situation and choosing to grace the doorway to the competition down the street.  However today, one poor experience may result in a million people instantly learning about that bad experience!  The power is firmly in the hands of the customer, so it’s now ‘in fashion’ again to treat your customers well, because if you don’t you will likely feel a real and immediate impact.  So every business needs to find the balance of transaction and interaction with their clients.  It isn’t enough to simply get something done quickly for the client – it is equally important to create a pleasant experience for them.  This “experience” may be the one thing that sets your company apart from the competition ‘down the road’.  And it can be the greatest marketing tool in which you will ever invest.

So is customer service really “the new black”?  The same way that fashion trends of the past resurface as “new” ideas, good customer service is currently enjoying a resurgence.  The voice of the customer is going to be heard.  So be fashion forward and stand out from your competitors with great customer service – so when your customers talk about you – and they will – they’ll give only great reviews.

Growing up in the Midwest, I was always spellbound by the big summer storms that would roll through.  I was fascinated by the tall trees as they whipped back and forth, branches shaking every which way as Mother Nature unleashed her wrath.  Occasionally, the force of the storm was too great for an unyielding tree and the entire tree would come crashing down, leaving a tangled mess in the yard.  The trees left standing were often tattered and torn, but in the end it was their flexibility that got them through the storm.

Our current economic conditions remind me of watching those storms.  Many companies are hunkered down, battening the hatches, bracing themselves and following the rules – yet what is essential during these stormy times is flexibility.  Flexibility and adapting to current circumstances is what will leave companies standing long after the economic storm has passed.  To that end, when interacting with your customers, do your employees know how to be flexible when following your company’s policies and procedures?  Do they know how to balance the needs of both company and customer during these tough economic times?

A recent example:  For several years, I have had a quarterly arrangement with an exterminator for pest control in my home (no formal written contract).  For a variety of reasons, I opted to skip the 4th quarter treatment.  And since it was the middle of a Midwest winter, I didn’t see the value in spraying for bugs when none were around.  I called to cancel the visit and was informed that skipping the treatment would subject me to a triple digit reactivation fee as well as a surcharge for the extra material needed for the next visit.  Extra material?  Reactivation fee?  Reactivation of what?  To me, this was a simple arrangement where a guy shows up with a container of liquid that he squirts around the baseboards of my home and since it was the dead of winter the frigid temperatures had already taken care of any pesky critters that survived the 3rd quarter treatment.  Upon bringing all of this to the attention of the representative, she simply stated that it was policy to charge the fees.  Period.

I ended the call without booking the service visit.  The rep’s rigidity in enforcing the policy and inability to balance my needs and the company’s needs resulted in the loss my business now and forever.  Was this her fault?  Perhaps…or maybe it was the result of her real or perceived lack of power to find a solution that would serve us both.  Surcharges, cancellation fees and penalties are an accepted way to dissuade customers from abusing a company’s goods and services. But when an employee lacks the knowledge, desire or authority to consider other viable options and simply quotes policy, they may be failing the very company and revenue they are trying to protect. Now more than ever, it’s critical to be flexible and to consider that the potential financial loss of that customer and their future referrals would likely supersede any revenue gained by enforcing rigid policies in the present:  In other words, “Don’t step over a dollar to pick up a dime.”

If you want to preserve your current customer base (and who doesn’t?) now may be a good time to assess what authority your reps have to negotiate with your customers.  Give them the power to make your customers feel heard and valued. Talk to them – ask them if there are policies that are costing you customers – they’re the ones that will know!  And if there are, then take a look at whether the rules can be bent and how far – and then give the reps the power to do it.  In these uncertain times, some companies will survive and thrive, some will be tattered and torn and some will crash in a tangled mess. In the end, it’s a company’s flexibility or lack of it that will determine if they stand or fall after the storm.

Free Compliments!  What a great idea!  Bummed out by all of the negativity on the airwaves regarding world affairs and the economy, two sophomores at Purdue University in Indiana took to the streets to make a difference by doling out compliments and brightening the days of passing pedestrians.  Once a week, no matter the weather they stand outside, shout out compliments and spread good cheer, motivated only by the simple notion “that not enough people do nice things anymore.”  Take a look!  http://www.youtube.com/watch?v=QShPNcjgtfs

As a Hoosier, I must say that I am quite proud of these two for trying to make the world a better place.  As a Phone Pro, I am equally proud because their positive message is one that we have been teaching in our techniques for years.  Those in management or leadership positions ought to take note of “The Compliment Guys” as an example of “doing good” for no payoff other than the simple satisfaction that comes from doing the good deed itself (this lesson is often lost on Corporate America).

We all want to feel valued!  And that includes Customers and Colleagues.  None of us want our efforts to go unnoticed, yet unfortunately that is often what happens as we busy ourselves with obligations, meetings, deadlines, etc…  When these obligations overtake our lives, we can easily miss opportunities for affirming and appreciating the people around us.  It is essential to our overall well-being to take time out to affirm our colleagues, appreciate our customers and find value in each other.  And it’s easy to do!  Appreciation for others can be demonstrated in the simplest of ways.  For example, you might…

•    embrace new ideas with an open mind
•    acknowledge positive personal or professional changes in others
•    be generous with accolades
•    recognize someone for a personal or professional accomplishment
•    communicate your delight with a personal handwritten note
•    congratulate a colleague with a special treat
•    encourage teamwork
•    open doors and hold elevators
•    give someone a ‘cut in line’ ahead of you
•    compliment a customer…

…and the list goes on and on.  As we’ve all heard, it’s the little things that matter. The little things we say and do that make another person feel good or smart or valued.  Showing appreciation or giving a compliment can take just a moment to do, but it can go a long way toward strengthening a relationship or even improving the day of a complete stranger.  And in turn, it will make us feel better too.  And that’s a Win Win!

According to Wikipedia, an IVR (Interactive Voice Response) is a “phone technology that allows a computer to detect voice and touch tones using a normal phone call.  The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed.”  But some people might define IVR more simply as “That annoying automated system that gives an endless list of prompts and menu options – often used to increase difficulty for customers trying to reach a human being when calling a company for assistance.”

What used to be a phone “tree” has now morphed into a virtual “forest”, requiring callers to press 10 or more options in order to reach a human, costing consumers valuable time and money.  Desperate consumers looking for shortcuts are resorting to websites such as www.gethuman.com to access secret phone numbers and codes that immediately get a live person on the line for customer service at nearly 1,000 major companies.

Accenture, a global management consulting, technology services and outsourcing company, recently conducted a survey of more than 2,000 consumers in the United States and the United Kingdom.  Here are some alarming findings from the survey:

• Participants expressed a distinct preference for a more personal – and personable  – service experience, and disdained the increasing use of technology in service operations (especially the tools aimed at removing humans from the service equation).
• When given the option of telephone, email, website, live online chat, sending a letter, or actually going to a place of business, 86% of U.S. survey applicants said that when they have a problem, they pick up the phone.
• 58% of survey participants said they are not at all satisfied with automated telephone customer service.
• 61% disagree that the use of technology (such as automated phone attendants and live internet chats) in customer service has improved the level of service significantly in the past five years.
• Consumers are clearly not happy with the pervasive role of technology in customer service operations.  Companies simply must solve the service puzzle – they have no choice.  If they don’t, their disenchanted, frustrated customers will become even easier prey for competitors.

A badly implemented IVR could damage your organization’s reputation, cost you customers and increase your costs and call volume.  So it’s important to understand the proper use of an IVR system to maintain a balance of efficiency and operational costs while retaining existing customers (not scaring them away) and attracting new ones.

So if telephone service is here to stay, and many callers don’t like interacting with a machine, how can companies make it ‘less scary’ for their callers?  Here are a few simple tips related to IVR Best Practices:

1. Provide no more than 4 options per menu, with the most urgent or frequently selected options being first.
2. Describe the key function first, followed by which key to press.
3. Be sure key functions are helpful and detailed enough to assist callers in making their selection.
4. Allow callers enough time to respond to the prompts and to key ahead for quick navigation through the IVR menus.
5. Make it easy for callers who need to speak with an agent.  Not all caller needs can be satisfied by the IVR system and it’s important that your callers can easily select to speak with an agent during normal business hours.
6. Provide an option to repeat the menu options and to return to the previous menu if applicable.

Leave the ghosts and goblins for Halloween and use the IVR as the helpful tool it was intended to be.  A properly designed IVR will guide callers quickly and when needed, deliver them safely into the capable hands of the frontline reps that will assist them.  As Accenture notes: “One of the most significant findings of our survey is that the human touch still counts when it comes to customer service – in fact, it counts a lot.”