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
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
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
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
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?
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.
I have two Supervisors who do not perform well as leaders.
Do you have any leadership training?
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.
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
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.
Employee performance went down the drain in our company
and so has the quality of our Customer Service. What remedies are
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
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.
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.
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
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.
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.
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.
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.
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.
I want to apply for a position with CHIC Hospitality.
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.
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?
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
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).
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.)
I saw your web site and want to propose a link exchange
with our site.
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.
We visited your web site and wish to buy your Customer
Service training program or Seminar.
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.
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?
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.
I hold "x" position in "y" company.
I like your article "Defining
and "Understanding Employee Drives
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?
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.
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?
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.
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?
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.
Is there any material we can buy from you?
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.
Subscribe to our free Easytraining News.
You can read excerpts
of our thought-provoking Newsletter Easytraining Insights Digital at http://www.easytraining.com/insights.htm.
Subscribe to our free
monthly Easytraining News at http://www.easytraining.com/easynews.htm
Thank you for visiting.
** 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.
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