FAQ'S
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Since many of the incoming questions seem to have to do with our rates and mode of handling, do please read our page on this subject at http://www.easytraining.com/cost.htm where we also address questions coming from training organizations who seek our help to set up a training module on a specific subjects which they wish to deliver to their own customers.
Please read the FAQ's as these may answer some of your questions. You will see samples of typical incoming queries by small business owners, managers, and supervisors, facing inevitable people problems due to today's fast-moving marketplace and economy. Most of the questions are repetitive, with no easy answers or "quick fixes". Easytraining provides some guidelines in the featured articles. Some persons, new to the working world or recently appointed to Supervisory positions, needing help to meet challenges they face, write to us with a request for pre-packaged solutions. There is no magic wand. Management and organizational performance are serious subjects which must be treated with the time and attention they deserve.
We undertake such projects on a professional basis. Fees are discussed directly with the client. If you have an immediate problem, believe that our philosophy and style would help you and your company, please contact us. Our fees are project-based. Our services include coaching support to Internal Consultants, Training and Human Resources Managers. Thank you.
Please note that we have no time to provide free consulting or perform free projects for companies. We also do NOT copy others on projects completed for our clients.
Department Heads not working as one team
Supervisors short on leadership qualities
Downsizing led to low employee morale
Our Customer Service needs improvement
Must improve employee performance
Want "refresher" training for our Supervisors and employees
Want a critique of our training material and programs
Requests for material from Students
Work applications
Need a Mystery Shopping service
Applications from Mystery Shoppers
Bulk-mail and spam
Link exchange request
Request to buy Training program
Association Request to re-publish articles
Request to re-publish articles in company newsletter and intranet
Request for Hospitality training
Requests for professional material
Request to purchase
Contact and registration form
** Read our note at the bottom of this page regarding Career Counseling and Quick Assistance
Question:
My Department Heads are quite good at their jobs. Yet they seem to operate in different worlds - as if they do not belong to the same company. I want them to act as a team. Can you solve this problem? How fast will I see changes and what would the cost be?Answer:
People problems are the most intriguing. The problem can be identical in two different companies and yet the handling may differ due to many factors: the nature of the company, how well it is organized, what its values are, how it bases its rewards, the different personalities involved, the nature of their work, the company's employee profile, the type of industry, what's happening on the market and so forth. One has to study all the surrounding factors before being able to plan corrective measures. In some cases, the solution may be as simple as giving them a common project to work on by means of a workshop. However, it is not the "what to do" which is important but also "how it is done". You need third party intervention and facilitation here. Since this problem affects the entire organization and the performance of all employees it is imperative that you engage the services of a Consultant to help you achieve teamwork among Department Heads. If you wish to discuss such a project with us, please call. We can give a quotation only after acquiring more details from you. Our fees are project-based.Question:
I have two Supervisors who do not perform well as leaders. Do you have any leadership training?Answer:
It sounds as if your Supervisors are good at the technical aspect of the operation but lack either the will or know-how to perform effectively in their leadership role. On the other hand, the reason for this may be shortcomings in organizational setup or company policies. It is important to know the root of the problem before charting a course of action. Only then can it be decided if training or personal coaching is needed; also if your management strategies and policies need upgrading. Courses per se do not solve organizational or people problems. They broaden understanding and help only those willing to learn and change. In your case, one-on-one coaching may achieve more immediate results. Your Supervisors are in key positions, affecting employees' motivation and performance. The earlier this problem is corrected, the better. If you wish to discuss this further, please feel free to phone me, remembering that we are in the Pacific time zone.Question:
Due to the economy and our company's downsizing, employee morale is at an all-time low. In what way can we raise employee's morale?Answer:
The biggest problem companies have is employee motivation and loyalty. Each company has its unique situation which may have led to low motivation. This cannot be solved with generic answers but requires exploratory work (a survey) and implementation of policies and practices to reverse the situation. Downsizing definitely leads to loss of motivation and trust. It makes it more difficult for a company to win back positive input and performance excellence. Though motivation is well covered in some of the articles on this site, layoffs lead to a traumatic situation which needs creative personalized handling. We can help you both "on site" or with distance consulting. Call us when you are ready.Question:
Employee performance went down the drain in our company and so has the quality of our Customer Service. What remedies are there?Answer:
Please read my answer to the question above. Our holistic approach to people management makes Customer Service, the end result as experienced by the Customer, an integral part of any management or training activity. If you wish to take steps to correct the situation, feel free to call us. Please check the time zone difference (PST here). However, if your intent is only to sound others on their opinions, you are also welcome to join our Customer Service Viewpoints discussion forum and post your question there.Question:
I have a real problem with high turnover and the quality of employees' performance. Through the web I read many articles which inspired me to begin doing something about it with the help of a third party. However, upper management would not be ready to spend for quite some time because on this year's budget, we had great expenses to expand our operation and re-decorate. How can I get help? Any tips would be appreciated.Answer:
You face the same dilemma most middle-managers face. Upper management also face this dilemma since they have to justify expenses to owners or the Board. I suggest you do an analysis of what the actual situation is, what financial losses it causes the company, prepare another list of the ideal situation (item by item) and how it will lead to financial gain and a cut in the many overt and hidden expenses associated with poor performance and high turnover, do a comparison sheet and go in to make a presentation to upper management. By this, you will not only convince upper management to change the defeatist "no remedial action" policy, but will help them submit a valid report on which basis they can obtain budget approval. Their own performance is evaluated based on financial criteria. The only convincing argument is financially based - give actual figures which reflect lost sales, loss of customers, cost of employee turnover and cost of training new employees. Prepare a thorough report. No argument will be as convincing. The poem "If" by Rudyard Kipling may help as morale booster. Keep me informed of your progress. When you get the green light, we can discuss this more seriously. Please take into account our commitment to other clients. Advance notice and planning are necessary.Question:
We like to bring "refresher" courses or Seminars for our Supervisors and employees on different subjects, for example on Customer Service. Do you offer such training. What do you charge per day?Answer:
If the intent is as you stated, refresher and eye-opener, we do indeed give such Seminars. Even though intended only as "refresher activities" it is recommended to aim at effectiveness. A deeper acquaintance with your company, its goals and objectives, and the people involved can help you achieve results. Every activity must have meaning and relate directly to the interests of the company and participants. The fee depends on various factors, such as the number of participants, distance, and the activity we decide on. Please call me so we may clarify all the issues involved.Question:
Would you agree to review and critique our existing material? our training programs? training tools? job descriptions? evaluation strategies and tools? Some even needs re-design and re-writing.Answer:
We will be happy to undertake such projects, which fall under two categories. The first is the studying and the critiquing, while the second is the re-writing. Before quoting a fee we will have to know more about your company: its size, organizational setup, number of employees, history, actual situation, vision and goals which will help determine the effectiveness of the present tools used. This will give a better idea on whether concise or elaborate material is involved. Once we have the necessary details, the quotation will be based on an hourly fee, with an estimate of hours involved. Based on experience, we can safely say that the time-frame depends on your own people's preparedness and collaboration.Question:
I am a student and have to give in my assignment on employee motivation. Please send me all the information you have on the subject.Answer:
Our contribution to the world-wide web community is through the publication of articles and participation on forums and in newsgroups. The rest of our time is taken by business activities. Your best bet to find the information you want is to make a search on the web and see what is available in libraries. Our best suggestion is for you to conduct face-to-face interviews with both executives and employees in your immediate surroundings. Prepare yourself with an effective interview questionnaire.Question:
I want to apply for a position with CHIC Hospitality.Answer:
Thank you for writing. We have no position to offer. However, if you wish to avail yourself of our Career Counseling and Resume Upgrade services, please fill out our contact form, providing verifiable details (no generic e-mail addresses such as @hotmail or @yahoo), following which we will contact you and send you an invoice for this service. Please do NOT send us any resumes until we ask you to, after payment has been processed. The process of upgrading your resume involves interviewing you, helping you set your objectives and reorganizing your presentation for the job search. This service is on a pre-payment basis.Question:
Do you conduct Mystery Shopping? We have an outside firm doing this once a year but would like to try someone new. How much do you charge?Answer:
Yes, we do perform Mystery Shopping to evaluate the quality of Service as experienced by your Customers and non-Customers (those who did not yet become Customers). We conduct this service ourselves on a totally customized basis. We do not hire unknowns to assess your operations. The only outsiders who may be involved would be first-class professional Associates of ours (other Consultants specializing in different industries). The Mystery Shopping we provide is planned to answer the specific needs of your company and your customers, including a critique. Before undertaking such a project, we must become acquainted with your company, your product, your vision, goals and objectives. We also review your customer feedback. Weak points are given special emphasis. At the conclusion of the project, we submit a report with recommendations and discuss with you possible remedial action.Question:
I am experienced in Mystery Shopping and am located at ...... Send me information (or I am interested in a mystery shopping assignment in my area).Answer:
Thank you for writing. Please read our answer to the preceding question sent to us by a business manager. Our Mystery Shopping services are totally custom-designed, and we do not employ others for the purpose. We either do it ourselves or together with other Consultants we have partnered with, depending on the industry specialties required. Ours is not the generic type of Mystery Shopping service where anyone is paid per hour to go, buy, and fill in a form. Ours is more of an organizational performance critique, accompanied by recommendations. Those involved must be experienced industry professionals.(A note to bulk-mailers: considering time restraints and the value we place on personal communications, please note that we consider bulk-mailing as spam, for which we have zero tolerance. Unsolicited and bulk-mailed resume attachments and applications fall under the "spam" category.)
Question:
I saw your web site and want to propose a link exchange with our site.Answer:
Right now, this web site is not intended as a general resource site, which is very time consuming to create and maintain. The only links featured represent persons and organizations we have partnered with. Keep visiting to watch for new services and features or fill our contact form. Only listings bearing full particulars as requested on the form will be considered.Question:
We visited your web site and wish to buy your Customer Service training program or Seminar.Answer:
This is proprietary material. However, due to many requests from companies and schools we may get organized for future licensing to third parties. If your interest lies in this area, please supply full identification and state your purpose clearly on our contact form. Thank you.Question:
I am the Executive Director of "x" association, read your articles and find they offer value to our members. Do you allow us to publish them on our web site and in our monthly newsletter? Do you allow us to translate them to "x" language? May we edit them for a shorter format?Answer:
Thank you for writing and for giving the web site of your Association. I went to visit your web site. We allow some websites to carry some of our articles and do not give "blanket" approval for all the articles, as long as the website in question receives first our written permission, gives free public access to our articles, does not charge fees for reading them or use them for any training activity or other purpose except to be featured openly on their site. All headings, names, links and copyright notices must be featured as done on our site. Please write to us first, and after our approval please show us what you set up to obtain our final approval before public viewing. Our articles are not to be sold, licensed, syndicated, distributed, used on intranets and extranets, or copied without our express customized approval.Question:
I hold "x" position in "y" company. I like your article "Defining Service" and "Understanding Employee Drives and Motivations". We are now revising our Customer Service training and do want to tackle the problem of employee motivation. Do I have permission to feature your articles in our newsletter? and on our company's intranet?Answer:
Please read the answer above in response to a similar question. hank you for writing and for giving your full identity and company's address.Question:
Do you have a Seminar to teach us what Hospitality is and how Hotels are setup internally? How can we go about it and how much will it cost?Answer:
I have designed such a Seminar. You can choose to have it "on site" or online. Please call to explain what your objective is and who the intended audience is, so we may discuss this further.Question:
Have you got an Employee Handbook we can copy or which you can send me? Do you have policies and procedures? Do you also have job descriptions for "x" positions?Answer:
It is not clear whether you are asking for free forms and material or whether this is a company request to buy generic material. Right now, we provide Consulting service and create material specific to our client's needs. Employee handbooks, job descriptions, policies and procedures cannot be effective unless specifically created for the company in question. If you wish to find generic samples, your local library may have books with some samples. We do, however, plan to write some "generic samples" of our own, which will be sold as books or booklets and welcome questions which help us determine market needs. If this is a company query for a possible project, please provide full details, describing the actual situation, your objectives, and the resources at hand. Thank you.Question:
Is there any material we can buy from you?Answer:
I am in the process of preparing ebooks and booklets on different subjects. Please fill in the feedback/contact form on our site, giving your full particulars and a valid e-mail address. Anonymous listings are not considered. You will save us time by entering your company's URL,address and phone number.
NOTE: The enormous amount of information available through the internet has led to some confusion. People, like us, who like to share, have published online articles and participate in forums and newsgroups. However, as many have realized, all such information serve as guidelines and tools to help you solve problems on your own. One must distinguish between the acquisition of knowledge through information readily made available on the net or in printed books and queries, such as those listed above, which require actual Consulting projects or licensing.As you may have gathered, this site is the online brochure of CHIC Hospitality Consulting Services. Our time is limited to client projects. If you have a project you wish to discuss, feel free to call. Fees are project-based. However, questions and problem presentations are welcome since answers and solutions may be incorporated in our forthcoming newsletter/s and ebooks. When you write and fill the contact/registration form, please indicate if your question is philosophical or an actual business query. Thank you.
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** Career Counseling and all Other Personal Advice: Any person seeking such advice can avail himself or herself of our Career and Professional Counseling Service. You may avail yourself of our Quick Advice service for a short, fast, phone consultation. Also available: Resume Upgrade service which involves general career counseling.Page created mid May year 2000 with the purpose of offering more explanations on how we solve problems managers encounter and to help use time and communications more effectively. Latest revision of this page: June 16, 2000.
