Thursday, April 28, 2011

Success Strategy: Avoid “Permission by Omission”

How many times have we seen someone do something wrong and have not said anything? We are giving "permission by omission."

Unfortunately, we frequently do this in our professional and personal lives.

If we see any employee doing something inaccurate and do not say anything, we are giving the employee permission to complete his or her task inaccurately. We are not just giving permission to do it wrong now, but also to do it wrong in the future. If we observe an employee taking shortcuts that could lead to an unsafe situation and do not say anything, we are giving permission to work unsafely. If we see an employee being rude to a customer and do not say anything, again we are giving permission.

This also applies to other managers' employees. Depending upon the situation, we may need to say something immediately to the employee. At least we need to report the situation to the employee's supervisor.

The same principle applies in our personal lives. This is especially true with children. Of course, if he or she is learning a new task, we need to realize that proficiency will not be immediate. Giving positive feedback for incremental improvements is important. However, if we see our child do something against our values, we need to say something. If we catch a child in a lie, or being mean to a pet, and do not address the issue, we are giving the child permission to continue this behavior through our omission to say anything.

Keep in mind that the person may not know that they are doing anything wrong! They may very well want to be doing things right, they just don't know what the right things are. Unless they are told, they will never know.

This also ties in with assertiveness and how we allow people to treat us. That, however, needs to be a topic for a future blog!

Comments are welcome!

Wednesday, April 20, 2011

The Right Answers

"Getting the right answers is only possible when you have asked the right questions."

I found this in a fortune cookie. Who knew such wisdom could come from a fortune cookie?!

And yet this is very true. How often do we unconsciously ask questions that will get us the information that we want rather than the information we need? How often do we not even take the time to ask questions, never mind the right ones?

I believe that we make the best decisions we can with the information we have at the time. If we do not have accurate information, we cannot make good decisions. If we don't ask the right questions, we won't get good information.

Sometimes we need to slow down, ask, and listen.

Friday, April 15, 2011

Blog Changes

Greetings!

I am in the process of changing how I produce my blog. Please bear with me and I will start again next week.

Thanks!

Friday, April 8, 2011

Customer Satisfaction: The Importance of Communication and Courtesy

This week I had to have an equipment service call to my house. Although the repair person was late, I was still satisfied with the service. Why?

The appointment was for 11:00. He called about 10:30 stating he was running late. He could be there by 12:30. Did I still want him to come out or did I want to reschedule?

Why was I satisfied? First, he called! I hate it when people just do not show up on time. Second, he called in advance! That told me that he knew what he was doing and that he cared. Third, he gave me options. He recognized that this might not work for me. Fourth, he was there by 12:30.

Finally, the repair portion of the service was great. He identified and fixed the problem. He identified and fixed a second problem that I did not know existed. (Once he pointed it out, it was obvious.) He also showed me a third item to monitor.

Things do not always go as planned. When that happens, two of the most important approaches to ensure customer satisfaction are simple communication and courtesy.

Friday, April 1, 2011

April Fool's Day

Although April's blog topic is customer satisfaction, today is April Fool's Day, so I'm not writing a serious blog! Go play a humorous, harmless trick on someone today. I know I will! If you want to share your favorite April Fool's Day jokes, please do!