Do You Have A Culture of Service?

The way a person envisions their role in an organization informs their choices, their actions and their decisions. How does the service dynamic play out in your organization?

​Photo credit iStock

I was quick footing my way to grab lunch the other day. I was firmly placing one Frye covered foot in front of the other when I entered a hallway and overheard an employee interacting with a Veteran.

Because we were at an intersection of corridors, I am assuming the Veteran apologetically asked for directions. The reason for the interaction is not as important as the response I heard from the employee: 

We are here to serve you. You are not here to serve us.​

I turned back and saw an appreciative Veteran walking tall with a smile on his face. In that one moment, in that one interaction, one employee made a huge impact on those around her. She gets it.

I continued walking and wondered how an organization would be impacted if every employee, every manager, every HR professional and every leader envisioned their role in relation to their customers the very same way. 

What do you think?​

A Message to Supervisors

​I am out of the office this week conducting training for 40+ new supervisors. Sometime during the 2-1/2 days, I am bound to share some tidbits I've pulled from the archives.​

​iStockphoto

Supervision is not as hard as some make it out to be. If you are a supervisor, take a few minutes to read through the questions below. Think about them and answer honestly.

• Do you counsel employees over email?
• Do you have to "win" employee discussions?
• When asked why, do you respond, "because I can?"
• Do you view employee questions as challenges to you ego? 
• Do you expect your support people to "read your mind" in regards to work expectations?
• Do you look past behaviors because addressing them is a bit "uncomfortable" for you?
• Do you hold back information because members of your staff just "don’t need to know?"
• Are your performance reviews consistently late?
• Do you engage in shouting matches with you staff?
• Do you take this stuff personally?!

If you answered "yes" to any of the above, stop that right now. This is not about you. It is about helping others to succeed, to make the goal, to achieve the mission. It's about addressing problems head-on and making the tough decisions.

Does this make sense to you? Do you see the possibility? Do you see that there may be another way? If you do, then BRAVO to you. If you don't, reach into your wallet, your purse, or your top desk draw and pull out your supervisor card. Hold it out. I'm coming by to collect it. Now.