Monday Mornings with Madison

Category Archives:
People skills

Customer Service Begins with Coworker Kindness

In most any business, employees are surrounded by customers, both external and internal.
The external customer is the person who uses the company’s services. For Staples, it’s the parent purchasing back-to-school supplies for the kids. For Chase Manhattan Bank, it’s the real estate magnate taking out a $20 million loan to purchase an office building. On the other hand, the internal customer is anyone within the company who works with a specific employee or relies on a specific employee to get their job done. It is the coworker who needs a clerk’s help to track down a file, or the manager who asks an employee to follow up with a customer or the two colleagues who work together to deliver a service. Regardless of whether external or internal, each employee should treat every person with whom they interact with the same respect and courtesy.

However, often employees think that customer service begins with the external customer and ends with the company’s management. Indeed, coworker kindness is often reserved exclusively for the company’s C-Suite execs and other mucky mucks while most other coworkers are treated with an appalling lack of respect, courtesy or cooperation. The typical workplace has at least one employee who demonstrates some rude, aggressive or even downright mean behavior to certain coworkers. This bad behavior often goes unchecked for a number of reasons. But, even if an employee’s bad attitude and manners are only demonstrated to or directed at coworkers – and never to external customers or management – it can still hurt a company’s bottom line. Here’s how.
Continue reading

Leave a comment

Is It Ever Okay to Burn Bridges in Business?

To ‘burn bridges’ is a colloquial expression that means to destroy one’s path, connections, reputation, relationships or opportunities…. often unintentionally or carelessly. It can be personal or professional. Sometimes a bridge is burned due to an emotional response to an unexpected, negative situation. Sometimes, it is a byproduct of a contentious, unsolvable dispute. It is a behavior that might be generally thought of as imprudent, impulsive and unadvisable. Yet, people burns bridges all the time. In fact, people – across the spectrum from politics to business – seem much more willing to burn bridges. Relationships that were carefully nurtured for years are suddenly allowed to end…and end badly. Why?

To begin with, few people see themselves as ‘bridge burners’. Some might see bridge burning as the result of a bad situation that was impossible to avoid. Someone who recklessly ruins a relationship might view themselves as irreverent, brutally honest, tough, shrewd, blunt or temperamental. In fact, some might even see bridge-burning as necessary for success. And, it is true that some of the most successful business people in history were known for being blatant bridge burners. For example, Cornelius Vanderbilt, considered America’s first tycoon, was known for his contentious character and legendary feuds. While his genius and force of will did more than perhaps any other individual to create modern capitalism, he was highly combative and didn’t care what bridges he burned in his business dealings. The question then is whether burning bridges is sometimes unavoidable – or perhaps even necessary – to be successful in business? Are there instances in which burning a bridge is acceptable? Or should savvy professionals always seek to build and preserve bridges? When it comes to business, is it ever okay to burn bridges?
Continue reading

Leave a comment

Open Letter to Employers: Here are the Key Skills Your Customers Really Value from Your Staff

Attention employers everywhere (that means any organization that has people in any department, any profession, and at any level providing a service to others): What comes to mind when you think about customer service? Patience. Attentiveness. Knowledge. Positive attitude. Cheerfulness. Speed. Accuracy. Intuition. Composure. Flexibility. Yes, these soft skills are important in delivering good customer service. But they don’t top the list of the most critical customer service skills. Whether it is in working with patients, clients or customers, the most successful people are those who consistently provide clear and complete communication, are genuinely compassionate, and demonstrate real kindness. Being ‘likeable’ is also important. That’s right: Communication. Compassion. Kindness. Likeability.

Yet, these skills or qualities aren’t taught in vocational programs, colleges or universities. Why? While customer service is considered somewhat important, it really isn’t valued as highly as hard skills at most organizations. Certainly, a world-renowned cardio-vascular surgeon is valued more for his deep knowledge and ability to perform cutting-edge surgeries with precision rather than his charm, gift of gab or bedside manner. His hard skills are why he is paid ‘the big bucks’. However, studies are finding a critical connection between great customer service and profitability in many occupations; even more important than hard skills. In fact, in some occupations, good communication, compassion, likeability and kindness is the difference between a thriving business and one that is drowning in expenses, lawsuits and complaints. If the name of the game in business is to make money, then employers need to hire nice, friendly, caring and communicative employees in order to enhance the business’ bottom line. The good news is that these skills can be taught!
Continue reading

Leave a comment

Cronyism: Problem or Perk?

When a company owner or someone in a position of power hires and promotes family members for choice jobs, it is called nepotism. This type of favoritism is widespread and reluctantly accepted as the perks of those in positions of power. But there is another form of favoritism that is also widespread: cronyism. However, cronyism is highly resented by employees and is often forbidden by employers. Cronyism is providing friends and associates with jobs, positions of authority and special opportunities without regard to their qualifications and merit. It really is a lot like nepotism, but for those who aren’t family members, just friends of those in power. Unlike nepotism which is typically handled out in the open (ie father passes the helm to the son), cronyism is often handled covertly, probably because it is such a huge bone of contention.

Indeed, a lot of subterfuge is expended disguising acts of cronyism. But the subterfuge is pointless. A 2011 survey by the McDonough School of Business at Georgetown University found that 92% of senior business executives had seen blatant favoritism influence the filling of a job position. Of those, 84% said they had seen it at their own company. So no one is being fooled by the attempt to hide the practice. The question is whether cronyism is really bad for business. If so, why do business people – who are supposedly focused on the company’s success — persist in the practice?
Continue reading

Leave a comment

Nepotism, Part 2

Nepotism can be found in practically every industry in the world, even in the highly competitive fields of construction, real estate and finance. Billionaire real estate tycoon Donald Trump has always given his adult children special employment opportunities. His son, Donald, Jr., age 35, is Executive Vice President of the privately-held Trump Organization. His daughter, Ivanka, age 31, also works in her father’s organization. His son Eric, age 29, is Executive Vice President of Development and Acquisitions. It is doubtful that even the most exceptionally brilliant, well-educated and hard-working 29-year-old could land an EVP position at a billion dollar organization unless he was related to the owner. In fact, Trump’s children openly admit that nepotism got them in the door, but also assert they’ve had to pull their weight after landing the job.

If nepotism is that widespread and prevalent in businesses big and small, it stands to reason that there must be some benefits to nepotism. Certainly, it could be argued that the children of the world’s most successful entrepreneurs are likely to have attended the finest schools and have a keener understanding of the family business than any outsider. Yet, many human resource experts have come to regard nepotism as ultimately damaging to business. That is because it often interferes with a company’s operations and possibly creates an environment that is demoralizing to employees. Even though widespread, nepotism as a strategy to fill the best jobs has some serious drawbacks.
Continue reading

Leave a comment

Nepotism, Part 1

It was recently announced that 84-year-old media mogul Rupert Murdoch will be handing the leadership reigns of the 21st Century Fox / News Corp. media conglomerate to his son, James Murdoch. As part of the reorganization, Fox COO Chase Carey will step down from his role. James Murdoch got the appointment despite the 2011 revelation that News Corp’s News of the World reporters were hacking phones to get the scoop on stories. At that time, News of the World, a U.K.-based newspaper, was managed by James Murdoch, who was called before British Parliament to answer questions about the matter. News of the World closed shortly after the scandal. The debacle did not affect James Murdoch’s selection to take over leadership of the media conglomerate from his father.

For as long as businesses have existed, so has nepotism. Nepotism is the practice among those with power or influence to favor relatives or friends, especially by giving them jobs. It stems from the Latin word for nephew, which kind of goes to the heart of the practice. The most familiar forms of nepotism have been passing down the leadership of a family business from father to son and giving key positions in a family business to children, grandchildren, nieces, and of course, nephews. It’s a practice that has been around — and accepted — since ancient times. With small family businesses in olden times, it was only natural that a son apprenticed with his father, learned the family business, and eventually took over when the father passed or was too old to work. Back before there were colleges, technical programs and other paths to learn a trade, an apprenticeship in the family-business was the primary way to pass skills from generation to generation. It was not only a good thing, but also a necessary one. It was also natural for a parent to want his family to continue to benefit from a business he built from scratch. But nepotism hasn’t been restricted to just mom-n-pop shops. Like Century 21 Fox / News Corp., conglomerates have been handed down from parent to child. Indeed, sons have even inherited kingdoms from their fathers since time immemorial.

The world has changed a lot since ancient times. Almost everything about how businesses operate has changed, evolving to accommodate new technology, systems for teaching trades and occupations, and methods for recruiting and managing staff. There is no longer a need for nepotism. Yet, nepotism still exists; alive and well in the 21st century in organizations large and small. What has changed is how nepotism is viewed by many. Not only do some complain about the unfairness of nepotism, but business pundits question if nepotism is bad for business. That begs the question: is nepotism a good thing or a bad thing? Is it an invaluable pipeline of highly-qualified talent that business owners and leaders can tap inexpensively to fill key vacancies? Or is it a human resources scourge that, when allowed to spread unchecked, contaminates and kills businesses?
Continue reading

Leave a comment

The Search for the “Right Fit”

Adding 280,000 jobs in May, 2015, the U.S. unemployment rate now stands at 5.5% and we are seeing more people return to the workforce. That’s below the average U.S. unemployment rate between 1948 until 2015 of 5.83%, and it’s about half of the all time highest national unemployment rate of 10.8% recorded in November 1982. In fact, U.S. companies have hired over 200,000 employees every month in all but one of the last 15 consecutive months, and over four million new positions were filled since the start of 2014. That’s a lot of hiring!

For most businesses, hiring is serious business. Perhaps more than ever before, it is imperative for a company to find the “right” person for the job. Hiring the wrong person can cost a company anywhere from 35% to 65% of the position’s salary plus a lot of time and aggravation to recruit, hire and train another person if the first hire doesn’t work. That is why managers carefully search for the candidate who is going to best “fit” with the work and staff. But what exactly does “fit” mean? Should the leadership look for the individual who has the best skills, training and experience: someone who is the right fit for the job? Or should they search for the candidate who best matches the organization’s style: someone who is the right fit for the company’s culture? Or should the hiring manager seek the candidate who will get along best with the person in charge: someone who is the right fit for the boss? When looking to hire, what or who should the candidate “fit” in order to generate the greatest productivity and results for the company?
Continue reading

Leave a comment

Equal, Fair and Equitable – Part 2

The world is not always a fair place. Some people are born into money while others are born into poverty. Some people are born healthy and others are born sickly. Some people are just prettier or more charismatic or intelligent than others. None of that seems fair. But it is human nature to want to impose a sense of justice in the world.

Indeed, fairness is a fundamental concept that everyone understands. We all carry a sense of justice and know what it feels like to be wronged. Issues having to do with equal treatment and fairness are often emotional and controversial. It is especially sensitive when comes to the topic of equal pay for equal work. In such situations, business leaders and managers need to consider all the evidence to determine what is equal, fair and equitable in order to do what’s right for both the company and its employees.
Continue reading

Leave a comment

Equal, Fair and Equitable – Part 1

Currently, women outnumber men in U.S. college classrooms. Women also outpace men in college completion in the U.S. In fact, women now account for 60% of all Bachelor degree holders in the U.S. Women also continue to increase their participation in the labor force. This is great for businesses and even better for the nation’s economy. However, while the Equal Pay Act of 1963 requires that men and women in the U.S. be given equal pay for equal work in the same establishment, it seems that neither the educational level nor quantity of women in the workforce has resulted in ‘equal’ pay and opportunities for women. The most common statistic cited is that women earn .78 cents for every dollar a man earns. That is certainly not equal. This disparity is pervasive from entry level positions all the way to the top. According to CNN Money, 14.2% of the top five leadership positions at S&P Fortune 500 companies are held by women. Of those 500 companies, just 24 have female CEOs (less than 5%). And of the top 200 best paid CEOs in America in 2014, 13 were women (6.5%). There weren’t any females among the top 10 best-paid CEOs, and only two women (Marissa Mayer at Yahoo and Martine Rothblatt at United Therapeutics) were among the top 50 best-paid CEOs. Of those that did make it to the top spot, the average pay for the top female CEOs in the U.S. in 2014 was $20 million, 11.5% less than the $22.6 million for the overall average.

Based on those numbers, it appears that opportunities and compensation for women at every level is still not “equal” to men. But is it fair or equitable? Equal, fair and equitable do not mean the same thing. Sometimes, something that is not equal might be fair and equitable. Other times, something that is fair and equitable is not necessarily equal. What is the difference between equal, fair and equitable? The question of equal versus fair or equitable comes up often as businesses deal with issues of race, gender, age and other factors related to hiring, compensating and managing staff. What should forward-thinking companies shoot for when weighing who to hire, how much to pay, and what rules should govern the culture of a company in its treatment of employees of both genders at every level? Is equal the goal or is fairness the goal? If equitable is the bulls-eye, then who is the arbiter of what is or isn’t fair and impartial?
Continue reading

Leave a comment

Obsession: The Shared Quality of the Uber-Successful

Obsession is an idea or thought that continually preoccupies or intrudes in a person’s mind; a compulsive or even irrational fixation. Obsessive thinking often leads to habitual, uncontrollable behavior. Mildly obsessive behavior is seen as a personality quirk. In extreme cases, it is even characterized as a mental defect. In fact, there is even a recognized psychological condition called Obsessive-Compulsive Personality Disorder. People who have Obsessive-Compulsive Personality Disorder may engage in repeated illogical behaviors such as serial hand washing, compulsive checking (to see if a door is locked or an oven is off) or hoarding. Psychologists think that perhaps obsessive behavior originates from the brain’s warning system to ensure people worry about everyday things such as whether something is still good to eat, or to be aware if a noise is approaching from behind or to be alert to protect children from harm. Then it grows from there into thoughts and behaviors that are ‘out of control.’

Most people don’t want to be obsessive or be perceived by others as obsessed. In a world where one’s time and attention is pulled in many different directions, there is a general desire to achieve balance – balance between work and play; balance between taking care of oneself and doing for others; balance between action and rest. If balance is the ideal, then obsession is generally regarded as ‘the enemy.’ But some think that perhaps obsession has a bad rap. Is obsession always a bad thing? Can obsession be a good thing?
Continue reading

Leave a comment