Category: Hiring

March 19, 2013

What is Your Least Favorite Job?

You are an independent business owner. You wear many hats. You do many jobs. It is the nature of the beast. Let me ask you one question…

What is your least favorite job?

What is the one hat that you dread wearing the most? What is that task or duty that you fear, that you would rather put off, that you just wish it would go away?

Let me ask you another question…

What would you do with the time you have left over if you didn’t have to do that job?

Everything can be hired out. There is someone capable of doing whatever it is that you don’t want to do. For a price, of course. But, there is someone. The only question you really have to answer is whether the time you have left over can be productive enough to afford the person you hire.

Just remember when you calculate the “afford” part you include your lack of stress, your better sleep, and your peace of mind. Sometimes that is worth far more than the salary.

Give up the one job you hate the most and you will find you have more time and energy to do the things you love.

-Phil Wrzesinski
www.PhilsForum.com

PS Yes, that even includes the hat of hiring and firing. Many successful business owners hire a manager to run the day-to-day operations and they spend their time marketing, buying and paying the bills. Yes, that includes paying the bills. Other business owners want to run the day-to-day operations and hire an office manager or AR/AP person to handle all the invoices and bills. Yes, that includes a tech person, a warehouse/receiving clerk, a gopher, an event coordinator, or a marketing/advertising coordinator. Owning and running a small business is supposed to be fun. Do the fun stuff and hire someone else to do the stuff you hate.

December 29, 2012

Why You Should Go to Austin in January

You should go to Austin, Texas at the end of January. Really, you should. It will be more than worth your while.

On Tuesday and Wednesday, January 29th and 30th, I’m teaching a new class about Shareworthy Customer Service at the 21st Century Business School known as Wizard Academy with a fellow named Tim Miles. It’s a magical place in the hill country just southwest of Austin, Texas. This week, Vice Chancellor Michele Miller asked me three questions about the class so she could promote it in the newsletter that goes out to thousands of alumni. Here are my answers. (Tomorrow, I’ll share Tim’s answers.)

Michele: How did you come up with the idea of teaching this class?
Me: Tim asked me:-)

(I believe Tim asked me because Tim reads this blog, follows the work I have been doing to teach multiple aspects of customer service to retail businesses, knows that I know what Wizard Academy is all about, and because Tim’s expertise, while far greater than mine, leans more heavily on service-based businesses. Remind me, and I’ll ask him when we get there if this is true.)

Michele: We see lots of workshops on creating good customer service. Your course description looks intriguing – what is one thing that sets this course apart from others out there?
Phil: I see two problems with most customer service training programs…

First, there is no standard definition for what is Great Customer Service. Everyone seems to have their own opinion ranging from “slightly better than what my competitors do” at the low end to “WOW-ing my customers beyond their wildest expectations” at the upper end. And most businesses have an unrealistic idea of their own level of customer service. Without a definition, it is hard to objectively see where you stand. Without a definition it is hard to measure results. Without a definition it is hard to create consistency. What drew me to Tim’s teachings and made me want to partner with him is that he and I share the same definition of great customer service – so good, the customer has to share it with others. We both teach from that upper end and show businesses how that level of service is within their grasp once they identify it.

The second problem with most customer service training programs is that they often focus solely on the interaction between employee and customer, creating scripted interactions that eliminate the worst elements of customer service but don’t really delight customers in a Shareworthy way. Although employee/customer interaction is one of the most important elements of customer service, it is not the only one. You can improve your employee/customer interactions exponentially and still be undone by a poor website, a confusing policy, a complicated form, or even a dirty restroom. Tim and I both recognize that to reach the pinnacle of customer service, it takes more than just employee/customer interactions, and it takes more than just scripted role plays. We’ll address all of those elements and show businesses how to make sure everything is aimed at delighting the customer.

What sets our program apart is that we break down the whole concept of customer service – every single element – into understandable and measurable parts. We help each business create a definition by which success can be measured. Then we teach those attending how to create a culture that reaches that level of success consistently and in every aspect of their business.

Michele: What is the most important thing students will walk away with?
Me: There are so many walk-aways that it would be hard to name just one. The segments I will be teaching include four topics that stand alone on their own merit. Add in what Tim will teach and there will be more walk-aways than most people can fit in their luggage. The cool thing is that much of what the attendees will learn can be implemented right away and will start showing a return right away. Instant ROI!

At the end of the two days, what will really take place is an understanding of this whole new definition of customer service, of where the bar can and should be raised. After that, the businesses will have a tool box full of ways to consistently hit and exceed those standards.

-Phil Wrzesinski
www.PhilsForum.com

PS I forgot to add… Not only will you make back your investment many times over, you’ll make new friends, eat great food, and have more fun learning than you ever thought possible!

October 30, 2012

Tell Me About a Time When…

I’m doing interviews for seasonal staff. Since actions speak louder than words, my favorite questions tend to all start the same.

Tell me about a time when…

…you went above and beyond the call of duty on your last job.
…you received customer service so great you had to tell someone about it.
…you had to work with another person to overcome a difficult obstacle.
…you were so proud you were almost embarrassed.
…you made a lasting impression on a customer.

Asking about a specific experience helps in a number of ways.

First, if they cannot think of anything, then they haven’t done anything. Don’t hire that person.

Second, details matter. The more detailed they are, the more the event stuck in their memory, the more they will create memorable moments.

Third, you get to see how they define those terms. If their answer to the second question was, “I got an extra discount on my clearance items because I complained about the stitching,” you can get a pretty clear picture of how they will treat your customers.

Past performance here is an indicator of future performance. Ask questions that draw out what they have done. The answers are telling.

-Phil Wrzesinski
www.PhilsForum.com

PS As important as it is to ask about their experiences, it is their character that you need to hire. I use those questions above to look for particular character traits. In the case of today’s round of interviews, I was looking for compassion, drive, problem solving, and friendliness.

October 10, 2012

Two Days to Take Your Customer Service to Shareworthy Levels

I’ve written about Wizard of Ads partner – the incomparable Professor Tim Miles.

He wrote the e-book on Shareworthy Customer Service. He also wrote a book called Good Company. He’s tall. He’s smart. He makes up (really cool) words. And he knows more about how to improve your Customer Service than most people walking this planet.

In fact, he is teaching it to businesses all around this planet right now and they are posting growth numbers that would make you blush.

I’ve done my own writing about Customer Service. Most of you have already downloaded my free e-book Customer Service: From Weak to WOW! Some of you have seen the live presentation. Many of you have found new ways to raise the bar in your business because of it.

Tim likes what I’m doing to raise the bar. I like what Tim’s doing to take the bar galactic. So we are combining forces and taking what we know to Wizard Academy!

Announcing a new class!

Shareworthy Customer Service

January 29-30, 2013

Wizard Academy

Austin, Texas

Two full days of instruction from two likable guys who have been transforming businesses through better customer service for years. (Click the link above to read a full course description.)
Two full days of a true Wizard Academy experience (which in its own right is more than worth the price of admission.)
Two full days of learning what, why, where, who and how to make your customers’ experience so memorable they write books about you and your company (and you don’t have to give either of us the credit!)

Go sign up. The investment is deep. The return is deeper.

-Phil Wrzesinski
www.PhilsForum.com

PS If you’re one of the first people to sign up for the class, you get FREE LODGING on campus at Wizard Academy. That is soooo worth it! Soooooooo worth it!! Soooooooooooo worth it!!!

July 14, 2012

What Would You Do With…?

What would you do with 60 copies of the book Hiring and the Potter’s Wheel: Turning Your Staff Into a Work of Art?

Would you use them to prop up a table leg or two that is out of balance?
Would you use them as a door stop to keep the front door open when the wind blows?
Would you try to sell them and make some money?
Would you give them out as favors at your next big gathering?
Would you wrap them and give them as thoughtful gifts to anyone you knew who did a lot of hiring?
Would you have a contest to see who could stack them in the most interesting way?
Would you create a wall covering with the book jackets?
Would you use them to start a bonfire on your next camping trip?
Would you use them to hold down the floor or hold up the dust?

What would you do with four hours of time with an award-winning, creative-thinking, trend-setting retailer whose store was named One of the 25 Best Independent Stores in America?

Would you use him to train your staff to take Customer Service to levels you never knew existed?
Would you use him to give you one-on-one advice on your marketing, your inventory management, your hiring & training, or your financials to help you find the extra $10,000-$20,000 you know is hidden in there somewhere?
Would you have him help you uncover your Character Diamond so you will have a blueprint and guide for every single business decision going forward?
Would you get him to write you new advertising copy that will drive more of your type of customer through the door?
Would you share his talents with other businesses in the form of a seminar or workshop that helps everyone become stronger, raising the tide for all the boats in your area?
Would you ask him to bring his guitar and harmonica for a little performance?

What if I told you that you could have both for only $1200? That’s it.

Twelve hundred dollars gets you:

Sixty copies (one case) of my book Hiring and the Potter’s Wheel for you to use as you please.
Four hours of my time and business knowledge to help you succeed.

I’ll pay my own way to travel to your location (Continental US only). I’ll pay for my own room for one night. I’ll bring the books, handouts, and whatever other resources available to me to help you meet your goals.

What are you waiting for? Contact me. (Or share this with someone who could use it.)

-Phil Wrzesinski
www.PhilsForum.com

PS In case you’re wondering if this is a good deal… I typically charge $1000-$2000 plus travel expenses for a one hour presentation. Books sold separately. This deal is two-fold. First, to help spread my book out to the world. There is a lot of bad hiring going on right now that this book could remedy. Second, I love to help others. The more I get to do that, the more inspired I am to do more.

June 1, 2012

A Bad Day at Golf

Those of you who golf know this saying…

A bad day at golf beats a good day at work anytime.

I put that saying to the test today.

I played in a charity golf scramble for The Exchange Club of Jackson to benefit the Jackson County Prevention of Child Abuse and Neglect. It was low 50’s and rainy all day including one driving rainstorm early in the round. I never expected we would even play so I did not dress properly for the round. By the end of the day I was soaked and chilled to the bone.

Yet to everyone who asked me, “How was the golf?” I responded, “Great!”

Was it out of reflex? No. I actually had a lot of fun. And the reasons why hold lessons we can apply at work.

I had fun because I was doing something I love to do. I love to golf. I love the challenge of mastering the elements, mother nature, and my own body all at the same time. I love the exhilaration of making a great shot, sinking a long putt, and bouncing back from a bad hole.

Do you love your work, the challenges, the exhilarations and the bounce backs?

I had fun because I was in good company. We laughed, we joked, we lifted each other up. We kept a positive attitude after every missed birdie opportunity, after every rain shower. We helped each other out, picked up each other’s errant shots, encouraged each other to excel.

Do you work with good people who help each other out and lift each other up?

I had fun because I knew we were making a difference. The regional president of the Exchange Club was there. The former president of the National Exchange Club was there. The people who were going to benefit most from the fundraising were there. Just seeing the difference my paying to play golf would make was fun.

Do you make a difference in the work you do, too?

I had fun even though the weather was lousy, our golf was barely up to par (pun intended – we were three under par, the winning score was seventeen under par), I lost six golf balls, and I didn’t win the 32″ TV they gave away as a door prize.

But I cannot say it was better than a good day at work because I do love my work, I do work with great people, and we do make a difference. If you have those three things, you have the envy of everyone.

I’ve had some pretty awesome days at work. Now, had the sun been shining, though…

-Phil Wrzesinski
www.PhilsForum.com

PS If you want to love your work, commit to a mighty goal. If you want to work with great people, hire them. If you want to make a difference, make one.

May 25, 2012

Pulling for Karen

I’m pulling for Karen.

I wasn’t at first. But now I am hoping Karen succeeds.

Karen was our bus driver for a fifth-grade field trip to Gettysburg, PA, Baltimore, MD and Washington, DC. And she was the worst tour bus driver I have ever encountered.

Missed turns? Every. Time. We. Got. On. The. Bus. We saw places in Washington and Baltimore that aren’t even on the maps. And this was with a GPS device sitting next to her. The big joke was that the GPS was programmed with an I-hate-bus-drivers mode. On our way out of Washington, we made not one but two turn arounds where we got off the highway and went in the opposite directions. We had to cancel one item on our itinerary because of all the lost time from getting lost.

Curb Jumping? A few of us were ready to warn nearby pedestrians every time we got on the bus to watch their toes. In her defense, there were a couple tight turns I would not have wanted to attempt. But many of the curb hops were in bus lanes. Someone in planning thought there was enough room for a bus there.

Whiplash? There was no problem with the Don’t-stand-while-the-bus-is-in-motion rule. Standing while she drove was taking your life into your hands, or at least the part of your anatomy that was about to be lurched into the seat back nearby.

At one point we were all roasting because the air-conditioning was not turned on. Our leaders did not want to distract her to ask about it because they had seen her inability to drive and turn on switches at the same time (assuming she knew which switch to turn on).

As we said goodbye (riddance?) to Karen for the last time, however, I learned something that changed my mind. This was Karen’s very first trip behind the wheel. She had her license, passed the tests, but never had actually taken a group out on tour. Yet they sent her out with a group of fifth-graders on a tight schedule to three very busy areas, including one famous for its gridlock (both traffic and otherwise).

That is in direct violation of Step #6 in my process for creating strong, long-lasting employees. Step #6 simply says… Give them a safe place to practice their new skills, a safe way to get on-the-job experience.

Karen should have been making the simple drive through the night from Jackson, MI to Breezewood, PA and back again. Get a few of those under your belt before you try to tackle a city like Washington, DC.

It would be akin to you training a brand new person on the staff and then handing her your most difficult customer under the most difficult circumstances right out of the chute.

Karen’s company did not do her any favors. It will now be up to her own strength of character and how bad she wants this job, that will determine whether she decides to stay in this profession or moves on to something else. She might end up being one of the best drivers ever. She might walk away feeling like a failure. The worst is that she might walk away even though she could have been one of the best drivers ever, all because her company put her in a position to fail.

Don’t do that to your employees. Set them up for success. There is a simple, intuitive way to do it. I’ve written it down for you here.

In the meantime, I’m pulling for Karen to succeed. Wouldn’t you?

-Phil Wrzesinski
www.PhilsForum.com

PS Kudos to the adult chaperones and leaders on this trip. The kids never fully knew what was going on (other than the constant lurching and curb-hopping). And at the end of it all we had a safe and successful field trip.

May 15, 2012

Excerpt from Hiring and the Potter’s Wheel

Here is another excerpt from my book Hiring and the Potter’s Wheel: Turning Your Staff Into a Work of Art.

If you buy 60 books, one full carton, at the regular price of $1200, I will travel at my own expense to see you* and give you four hours of my business knowledge in the form of seminars, workshops, training, mentoring, coaching, or whatever you see fit.

Enjoy this lesson, one of the lessons I had to learn the hard way…

Chapter 14 Lesson #7 Smoothing the Rough Spots

“Nothing is so strong as gentleness. Nothing is so gentle as real strength.” – FrancesDe Sales

As Mary smoothed the rough edges of her bowl she pondered what lesson she could learn from this step in the process. “If I’ve put them in a safe place to use their skills, what roughness will be left?” she thought. A smile came to her face. “Evaluations! I’ve got to make sure there is time for evaluations during and after the safe zone period. Even though they are using their skills, there will still be rough edges needing smoothing.

“I know,” she thought, “I can take the training skills checklist and do follow-up evaluations on each skill just to make sure there are no bad habits, no rough spots. Oh yes, and the evaluations must be completely positive – show them what to do right, rather than harp on what was done wrong. They’re still fragile at this time. Yes, fragile. That’s what Peter meant. The bowls, while dry, are still fragile and need to be safe. The trainees, while trained, are still fragile and need to be in a safe environment where they can learn from their mistakes. It all makes sense,” Mary concluded.

Peter wandered the room checking up on everyone’s bowls, looking for missed rough spots. By the end of class he deemed every bowl to be ready.

“Okay, put the bowls safely on the rack. On Wednesday we fire them for the first time.”

“The first time?” Mary asked.

“Yes,” Peter replied. “On Wednesday we are going to do what is called ‘bisque-firing’. This will harden your bowls so that they won’t be so fragile.

“By the way,” Peter continued. “We will not be meeting here. All of you are invited to my studio. I’ve put the address and directions on these little slips of paper. Unfortunately, the directors here at the YMCA will not let me build a kiln inside the Y, so we’ll use my kiln at the studio. See you Wednesday.”

-Phil Wrzesinski
www.PhilsForum.com

*PS Although my offer is good only for the continental United States, if you’re willing to pay the airfare, too, I’m willing to travel internationally.

May 14, 2012

I Didn’t Do It

Last Saturday we celebrated National Train Day.

We had a face-painting booth.
We had a huge train cut-out for photos.
We had train-shaped cookies.
We had train whistles to give away.
We had a train coloring contest.
We had three train play tables out around the store.
We had train storytelling.
We had an electric train display.
We had a model railroading expert talking about train history.
We had a prize drawing for trains.
We had train stickers for the kids.
We even had railroad tracks made out of duct tape lining the floor and leading the kids to every station.

Not a single idea there was mine. Oh, I am not saying I couldn’t have come up with those ideas (although I might not have had as many). But I purposefully chose to let my staff run this event. All I did was make signs as requested, send out an email and press releases, and post to Facebook.

The staff did all the rest.

They found the cookie baker, the story teller, and the face painter.
They picked the coloring pages, the demos and the prizes.
They made the decorations, manned the stations and made the announcements.

All I had to do was walk around and snap photos, talk to customers and have fun.

The smiles on the customers’ faces was constant and beaming. The smiles on my staff’s faces was brighter than ever. But the smile on my face was biggest of all. All of the team building, all of the staff trainings, all of the coaching was paying off. They took ownership of the event and made it one of the best events of the year.

Today the staff is still buzzing about it. More importantly, they have a higher sense of pride in the store and the experience of our customers. They took ownership of the event and that has translated into ownership of the job they do here.

Would you like your staff to take ownership? For a limited time, for only $1200 I can show you how to get them to buy-in and work in your store so that you can work on your store. (Plus you’ll get 60 signed copies of my book Hiring and the Potter’s Wheel: Turning Your Staff Into a Work of Art).

-Phil Wrzesinski
www.PhilsForum.com

PS The first step for a great staff is to hire the right people. But you already knew that. What you might not know is how to recognize those right people when you find them. That’s why I wrote my book. I found a way to find the right people consistently.