Tag Archives: business

September 24, 2014 · 12:26 pm

The Walk To The Next Cube

Tonight marks the start of the new year in the Jewish calendar.  I thought, given the occasion, that some of you might have resolutions on your mind so here is a thought and maybe something we can all resolve to do a bit better.

While our world has never been more connected I can’t recall a time when it seems as if people who work together seem very disconnected.  What I mean is that people come in to the office and log on to their computers, put in their earphones, and do their things.  When they need to interact with someone else on their team or elsewhere in the company they send email or instant message.   That often applies even when the person to whom they are “speaking” is on the other side of an office wall or in the next cube.  As a manager, this drove me crazy.

Maybe I’m very old school.  I learned the interpersonal parts of business long before there was IM, email, or even computers on every desk.   The nature of interpersonal communication these days, particularly among younger people is quite different.  I appreciate that having unlimited texting trumps unlimited voice.   However, when you think about it the one skill that many younger workers lack is the ability to read people.  Email and IM are faceless and can’t communicate nuance.  You can’t be sure you’re hearing tone accurately.

That was why I used to tell the folks with whom I worked that my expectation of them was that when they had need to communicate with a co-worker that they would get up and walk to the next cube.  I thought it was important especially if that cube was located on another floor.  Your presence means you are giving the matter a lot of attention and they should too.  If they can’t go in person (it’s not easy to walk to the cube in another building or city), then call.  Hear their voice.  Gauge their tone.  Learn to listen.  If those things fail, then email.

That’s the thing I’m suggesting we resolve to do.  Be more human as the world gets less so.  Walk to the next cube instead of writing yet another email.  I’m going to try.  Will you?

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August 29, 2014 · 10:23 am

Servers

It’s the Foodie Friday before the Labor Day weekend so what better topic than those who labor in the food business? We talk a lot here on the screed about cooks and cooking. Today we’re going front of house to talk about servers.

Waiter in Vienna, Austria.

(Photo credit: Wikipedia)

When you think about it, being a server is one of those jobs that many people don’t want. It’s what some people fall in to while they’re trying to do something else – be an actor, finish school, etc. While many high-end restaurants train and keep their wait staff for a long time (I’ve seen some pretty old guys schlepping trays at a few fancy steakhouses), much of the industry is people in transition.  It’s hard work, demanding both physically and  psychologically (you try dealing with a demanding drunk jerk who is showing off for his equally drunk friends).

Some of the challenges restaurant managers face with servers are instructive for other businesses.  Training is the first.  Once a server is trained they become very attractive to other businesses.  Obviously not training the staff isn’t an option since you want customers to have the best experience possible.  How, then, do you retain employees?  Having trained many junior people in my day, that problem applies everywhere.  We can’t usually match the extra money a new job will offer.  Why, then, would they stay?

In any industry, I think that’s done by sharing the vision of where the business is heading along with a value statement you live by and use to make decisions.  Letting the staff in on your goals in a specific fashion (grow revenues 10% without raising prices, turn 5 more tables an extra time each night) gives them ownership of where the business is heading and why.  The next step – execution – is all on the manager’s shoulders. They need to  manage the staff and the business towards the goals.

I know that servers have a reputation for behaving in ways that rarely happen outside of the restaurant world more than once.  Showing up drunk or stoned or calling in sick at the last-minute are symptoms of what I wrote about above.  When your job is just a step to someplace else you tend not to treat it seriously, which is especially dangerous when that job is the primary point of contact with the customer.  Paying well, training well, being demanding but fair, and sharing the goals and visions of the business can help every employee take the business as seriously as you do, whether they’re servers, accountants, marketers, or sales reps.

Thoughts?

 

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August 7, 2014 · 1:09 pm

What Price Ethics?

So here is an interesting question for you.  I was reading the results of a study conducted by the good folks from Trade Extensions that concerned how consumers view ethics and sustainability and how they affect purchasing decisions.  When you ask people how important it is that companies behave ethically and with an eye towards sustainability, four out of five consumers regard it as important.  That would suggest that doing the right thing (whatever that may be) is a critical factor in purchasing, right?

Not so much:

When asked to rank the three most important attributes when shopping, the most important factor is price – 40% of consumers ranked this number one.  The second most important factor is value for money – 30% ranked this number one. And the third most important factor is quality –  16% ranked this number one.  Choosing an ethical company or brand when shopping is the most important factor and ranked number one for 2% of UK and US consumers.

Hmm.  So is that a license for a company to do whatever they want as long as prices are low?  Given some of the voices speaking out against Walmart, for example, over things such as foreign product sourcing, treatment of product suppliers, environmental practices, etc., apparently not.  Like most things in business, it’s not quite that black and white.  The research shows a desire from consumers to buy ethically but ultimately price, value and quality are the deciding factors.

Other studies have shown similar results.  One from Accenture found that sales and competitive pricing (61%) are by far the most critical factors in getting consumers to make a purchase. Superior products (36%) and customer experience (35%) are also key, according to respondents, followed closely by customer loyalty programs (31%) and relevant promotions (26%). Ad campaigns and celebrity endorsements trailed by a significant margin, presumably as they’re more influential in driving awareness than completed purchases.

So back to ethical behavior.  Can any company afford to ignore it?  I suspect it’s very possible to do good while doing well and to enhance the quality of consumer’s lives in an honorable way.  Maybe it’s not much of a selling point because so few companies have that focus?  What is your take?

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