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===============================================
ISSN 1496-3361
Vol.1, Issue #13 - August 28, 2001
"Back-of-the-House"
Morale
******************************************
Excerpts
" I receive many requests from complete strangers
(usually Training Managers) who ask me to send them suggestions
and information for "fun" training activities. This
seems to be the latest gimmick...."
" All training
activities should be planned with a performance objective in mind.
This is why I do not understand having "fun" as
an objective. Do organizations pay managers and employees
to have "fun" at work? Then they can easily achieve
this by putting some ping pong tables and chess games in a special
"games room" but definitely not offer "fun"
in the guise of a training activity. Please correct me if
I am wrong. "
" When one deals with
issues troubling an organization and takes care of the basics then
the "fun" atmosphere ensues naturally. People enjoy
being at work. But first take care of the basics. "
" 'Front' employees have their moments of glory
before the outside world. In addition to this they are "recognized"
and acknowledged by management in different ways.
" It is the
forgotten "shadows" (back-of-the-house employees) we must
pay particular attention to since it is they "who hold the
fort". They flit before our eyes when we tour the "back
areas" or when they perform duties unobtrusively in front areas.
We dismiss them from our minds even when we see them.
Maybe we nod at them absent-mindedly but they know what we
ourselves still didn't realize: to us, they are nameless moving
faces and bodies surrounding us. We hardly sit down to count
the many supervisors and employees who fall under the 'back-of-the-house"
category. We never wonder what they think and how they feel.
"
You may list yourself here
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Copyright © 2001 Claire Belilos
** This publication
is registered with the National Library of Canada,
Ottawa, ON
- ISSN 1496-3361
******************************************
ISSN 1496-3361
Vol.1,
Issue #14 - September 30, 2001
"Safety and Security in
the Workplace"
******************************************
"
.....Safety and security have taken prominence over all other subjects
since the terrible tragedies of September 11, 2001. Measures
are being discussed on how to find the proper balance between these
while maintaining every person's right to privacy and civil liberties.
I do not want to go political here but wish to point out that
the same discussions and debates which take place nationally and
internationally apply to the workplace. Although this is not
the main subject of this newsletter issue, this dilemma cannot be
dismissed but must be highlighted before speaking of safety and
security.
".......The main point to consider here
is: "WHOSE" rights are to be considered and take
precedence over the other: The rights of regular and law abiding
people or the rights of criminals and suspects? How can we
ensure that those in power do not abuse legislations and measures
implemented to maintain a safe and secure environment to protect
the right "to living and well-being" of all members of
society? The U.S. Congress is quite busy finding solutions
to the above right now......
"......These
very same points, when viewed within the context of the workplace,
bring up the subject of management's responsibility to ensure
the owner's assets, and provide a safe and secure environment for
its employees and its customers ("customers" is used here
in its broadest general term, embracing all those who contact and
visit the company and those who use its services and products, including
the oft-forgotten suppliers, contractors and service providers of
the company). (followed by Guidelines and tips). "
------------------------------------------------------------
******************************************
ISSN 1496-3361
Vol.1,
Issue #15 - October 25, 2001
"Measuring Service Quality
through Dynamic Feedback"
******************************************
In this issue we discuss:
* The essentials
of planning and organizing for Service
* What makes "potentials"
turn into Customers?
* How loyal are "satisfied"
Customers?
* Getting real feedback through personal interviews
* Resolving Complaints satisfactorily creates a bond
* The benefits of inviting employee feedback and input
* Clarifying misconceptions
....................
Customer Surveys
---------------------
Most businesses have
Customer Questionnaires which they either place in an obvious location,
hand over to the Customer to fill, or mail to Customers with
a return envelope. The response rate and type of responses
have indicated that such surveys do not reflect what the majority
think. Many Customers do not fill questionnaires. A great
percentage of those who do, do not answer candidly. They do
not want to have to give explanations and just check mark all points
as "good" or "average" when in fact they were
dissatisfied with a specific product or service. Those who
fill questionnaires eagerly are either extremely satisfied or dissatisfied
with the service. We cannot consider the "extremes"
as representing the majority..........
******************************************
ISSN 1496-3361
Vol.1,
Issue #16 - November 22, 2001
"Want to Motivate Employees?
Make your Business Healthy again! "
******************************************
" When
the economy is down, leading you to pipe down and downsize your
business, lay off staff and have the rest shake with uncertainty
and doubts about the future, your first focus should be on how to
make your business healthy. Get your people together, discuss
the economic and market situations. Discuss the drop in sales
and customer loss. Ask for their help to turn the tide. Toss
around some ideas. Ask them for their input. Listen
to them. Discuss with them various possibilities. Brainstorm
with all your staff, including lower-rank employees. They
can come up with business propositions you never thought of. They
know what other "markets" are still untapped. They
know what offer could be a sure winner with local clientele. They
will even come up with ideas to attract out-of-town clientele. You
have an invaluable resource right in your own backyard: your
"human capital". Time has come to stop viewing them
and treating them as robots and yes-men-and-women. If you
do not ask and do not listen, the loss is yours...................
" The local market is manifold. It consists
of different market sectors which are usually untapped. There
are infants, children, youth, and individual adults. There
are different business sectors. Individuals usually belong
to different groups: religious groups, sports groups, health/medical
groups, executives, unions, associations, government departments,
different industries, hobbyists, amateurs, professionals........and
the list goes on.... ".
Written and published by:
Claire
Belilos
CHIC Hospitality Consulting Services
Helping You with Practical Solutions to People Management
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Vancouver, B.C. V6E1T8, Canada
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