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Road Rage in the Grocery Store?

January 8, 2013

 

When you walk into a store or into a shop and you have an elderly person walking right next to you what do you do?

What about when you are walking in a busy area and you accidently bump into someone or someone accidently bumps into you?

Or how about when you are walking on the street and someone needs to get across and you are side by side?

 

Well for me and most people the answers to the questions are simple…

**You step aside and open the door for the elderly women and allow her to go in front of you.

**You say pardon me, when you bump into each other in a busy area. And you attempt to stay out of each other’s way.

**You step back and allow the person to get over so they can cross the street..

RIGHT?

 

This form of etiquette should be common sense to people … THEN WHAT THE HELL HAPPENS TO PEOPLE WHEN THEY GET INTO A CAR.

I was driving around the other day, in a new town, trying to find my way around and sure enough had to make a (semi) last minute turn to get on the freeway. And what happens of course, well you all know, the big asshole in front of me chooses to speed up and not allow me to get on the freeway!

WTF is wrong with people. Why is that when you are stripped down to you bear minimum you act as though you are walking into a church or meeting someone’s grandmother, yet when you get behind the wheel of your giant lifted truck with studded tires and a license plate that says brn2kill you feel the need to parade your “toughness” all over the road and show that little old lady who is just trying to switch lanes that “YOU ARE A BOSS”

I cannot seem to understand how some people can be so dumb. How often are you were walking into a grocery store and a little old couple is walking in front of you.. you are patiently waiting for them to get to the door and then you say, “YOU KNOW WHAT FUCK THIS, MOVE OLD LADY” and you push by and flip off the old couple as you walk by!!

That never happens unless you are protected by your 2 ton piece of scrap medal that you have covered in lame bumper stickers and decals that say, “ I like it when you ride my A#$”

 

I challenge all of you! DON’T BE AN ASS…. The next time you are driving to work, or to the store or two the gym try and be a decent person. DON’T speed up when you can tell someone is trying to get over, just let them over. When someone accidently cuts you off don’t act all tough and honk your horn like an idiot and scream outrageous comments that only you and your steering wheel can here (because you look stupid to everyone else)

And please for the love of god, stop picking your nose its gross and we can all see you!!!

🙂

 

Companies not taking responsibility

January 6, 2012

To what extent are companies responsible legally or morally for their wrongful doings!

It has been a while since I have blogged but I have recently come into contact with a situation that appalled me!  For Christmas I purchased a gift card for my step dad to Pet smart here in Reno to buy fish and equipment for his tank.

Understanding that as an owner you are responsible for your tank we took all the precautions to ensure they tank was health! Soon after placing the fish we bought from Pet smart our tick became sick. With a very common but deadly “fish cold” ICK

Pets Smart not only sold us a sick fish, but failed to take any responsibility for it. I was outraged. I spent hours looking online for something I could do. Someone I could call or email, but found nothing but hundreds if not thousands of similar complaints.

This store cost my family over $500 of dead and sick fish as well as the loss of our Pet family members.

 

When is it ok for a company to sell bad products and not take responsibility for them if they fail. Regardless of the product whether it, food, animal, car parts..

And not only do I mean take responsibility for their product, but also for the problems it caused!  If a company sells spoiled food and people get sick, they are not only responsible for refunding for the food, but also any medical bills that may have come up.

I know this is not true in all cases on a legal stand point, but MORALLY it should be a universal concept. You provide a service, if your service fails, you take responsibility for it. The problem I see most is the lack of care! People do not care to listen or become educated! There are many ways a company can prevent situations like this. But they have to be willing to do so.

This is not a blog to keep anyone from shopping at these stores, but is is something to think about. If you are seeking a service, make sure you are going somewhere that ensures your satisfaction and cares more about helping you, then helping them selves. Stores that have higher moral standards are those that will continue to grow. Legally these stores may be do nothing wrong. But sometimes it is not the legal aspects that matter! It is the moral, and humane ones that count!

Companies not taking responsibility

A for B

December 3, 2011

When it comes to motivating employees to fulfill specific tasks understanding what you are trying to motivate them to do is very important. In the article, “On the Folly of rewarding A for B” the topic is discussed that many managers hope for a specific outcome, and reward for something completely different. The article discusses how when managers reward the wrong behaviors employees are not motivated to achieve the actual targeted goal.

Here is an example that they article gave a company that followed the “when in doubt, pay it out”

“this situations was made even worse by the firm’s reward system. The reward system called for annual mereit increases to be given to all employees, in one of the following three amounts”

1. If the worker was “outstanding”  (a select category, into which no more that two employees per section could be placed) 5%

2. If the worker was “above average” (normally all workers  not outstanding were so rate) 4%

3. If the worker committed gross acts of negligence and irresponsibility’s for which he or she might be discharged in many other companies; 3%

Rewarding A for B will negatively affects Vroom’s Expectancy Theory. This theory states that if people are motivated positively to do a specific task the outcome will be far more productive. But if managers motivate employees to do one thing, and they achieve another and are rewarded for not reaching their initial goals they will be less likely to strive for greater productivities. Thus motivating employees with the hope of reaching a challenging goal will be useless.

For example, according to the “managerial and organizational Implications of Expectancy theory” the other discusses the implications for managers. It states that you must first determine the outcome, and reward for actually achieving that outcome. Some rewards could be helpful in order to motivate the employees but a manager must “tie some rewards to group accomplishments to build teamwork and encourage cooperation” (pg 227). These rewards may be given, but the employees must understand they are not the final reward. These are motivating rewards to get them to achieve their goal. They will not be rewarded in the end if the job was not completed.

Rewarding A for B can be avoided if managers clearly define what they are expecting from the team. Once a clear goal is determined then the manager must figure out way to motivate and reward the employees in ways that will help them in reaching this specific goal. And managers must stay strong when goals are not met. Credibility will be lost by managers if they reward behaviors that they are not seeking.

Really!!! Snapping your gum!!!!!!!

November 30, 2011

So I met the rudest person ever yesterday. She said and I quote,

“Yeah, I completely understand where you are coming from; let me see what I can do for you.”

Not so rude right? Well it wasn’t what she said that made me so made I stormed out of the room and wrote a very nasty review. It was how she said it. Not only was the tone of her voice like that of a 6 year old bully stealing someone’s lunch money, but she was snapping her gum, slouched over,  zero eye contact, tapping her foot, and above all, after she spoke she smiled as if she was Macaulay Culkin from the Good Son.

 

I was applaud, though am that body position is a big part of impression management I have never actually seen someone fail so miserably at it.

So if I were to give a class to this young woman on how to improve her body language in order to not piss off ever customer here are a view things I would include.

Dan O’Conner gave me three very good ideas with his blog

The O-N-E Listening Tactic Everyone Needs: Body Language

 

  1. Open Posture
    1. For the lady that I encountered, if she had lifted her chest off the table and actually faced me she would have shown more confidence. A strong posture indicated value and preparation. It shows that some is ready to answer any and all questions and that they are confident in their answer
    2. Nod your head
      1. Even when it is something you disagree with. It shows your customers that you are engaged in the conversation. It shows that you are acknowledging what they are saying and you hear them. You don’t have to say, I HEAR YOU or I GET YOU a simple nod will suffice.
      2. Eye Contact
        1. HELLO I thought this was a given but unfortunately it is not. When someone looks in my eyes I think, yeah, ok they see me, they care, I am important. But when someone avoids eye contact I think, what you are up to, what did you steal, who you are really working for. Eye contact is a sign of trust. Within our personal psychology eye contact is a sign of sincerity. When you make a child apologizing you say, look into my eyes and say you’re sorry.  Or even when someone is confessing their love they look “deep in to the others eyes” PLEASE PEOPLE REMEMBER TO MAKE EYE CONTACT.

A few more tips that are not mentioned in Dan’s blog are mentioned all over the place

Don’t swivel

Stand still

Don’t fidget

If you can’t hold an object still put it down

Don’t ware dangly jewelry

PLEASE DON’T CHEW GUM!!!!!!!!

And many more; Effective communication with your body is not hard. It is being aware of what you are doing. Making sure that you are not holding or moving items around that may distract your customer. It is knowing what you are saying!!!!!!!!!

Altering your body language to actually fit the words that are coming out of your mouth! If you are giving bad news to someone you don’t want to be smiling or jumping up and down erratically.  If you are trying to tell someone that you “Understand the problem” you don’t want to be grinning like a jack ass, because they will call you as a Jack ass. It is like it has been said for years and years

It is not what you say; it is how you say it.

And one day you will snap your gum at the wrong person!!!  So be aware J

Motivators.finding and understanding

November 25, 2011

It is believed by many that people try and work hard in order to receive tangible rewards or pay-offs such as salary, security, seniority. Thad Green, Author of Motivation Management: Fueling Performance by Discovering What People Believe About Themselves and Their Organizations, discussing how there are key motivators that are hidden within each employee that help in creating that drive that leads employees to be more motivated in the workplace. A point Thad makes is that most employees are motivated by what they believe will actually happen despite of what you as a manager tell them will happen. The idea of motivating your employees by telling them good will happen becomes lost within the trust/communication relationship between managers and their employees. Thad discusses how manages must “cement the connection between positive performance and predictable rewards in the minds of your employees.”

            The key in Thad’s discussion is “in the minds of your employees”. Finding ways to actually understand your employee’s needs are half the battle. In this book, Thad has an entire section on questions that you as managers may ask your employees in order to find a more suitable way to motivate them. Some questions seem redundant and obvious; but they are a necessity in order to really understand how your employees feel about the company, about themselves, and about their motivation to do work.  

Here are some motivating factors to take into considerations when trying to improve the overall moral or performance of your customers. Links to actual resource avaiable.

Understanding the key elements of motivation and the modern manager undergirds the structure of your organization enabling you to attract and retain talented players.

There may be a bewildering amount of information on motivation directed at the modern manager. But in essence, motivation is about human behaviour and to discover some of its key elements, it’s good to begin in the homeland of motivation…psychology.

People are different. Someone who is motivated by money alone might not be impressed with time off work, but some are opposite. They value their own time so highly that it can often take the place of money as a motivator. What works for one person might not work for another. 

It is not only important to understand what motivates our employees. But it is also important for them to understand what motivates them. Creating a questionairre may be a good way to help yourself and your employees measure their motivation levels

Here are some example categories


Team Work

I enjoy coming to work partly because of the people

I get support and encouragement from my team mates

I do not have to compete unfairly with the rest of the team

Big Picture

I can sum up in a sentence the core values of my company

I know what is expected of my team

I know how my success is measured

I am proud to work for my company
Company Politics

I leave the office when my work is complete. I do not feel compelled to stay just because others are still there

I feel we are all treated fairly. I do not see or experience favouritism

I feel acknowledged publicly for my successes.

Any constructive criticism is given in private

Alter Your Communication Techniques

November 24, 2011

There are many different types of language barriers in the work place. It is more then just different languages from different regions of the world.  Language barriers may also arise with situations such as accent differences, hearing impaired customers, connection problems over the phone, and many more. The best customer service representatives find their own unique techniques in order to communicate effectively with their customers. It is more then just speaking their language or understanding the accents. You must be aware of what the problems are that are affecting the understand and fix them.

According to Laura Acevedo, Demand Media here are some steps you can use to help better your communication barriers.

Step One: Develop an escalation procedure for language barrier issues.

This also includes hiring staff that knows the specific languages that will be most represented in your business.

Step Two: Providing training for your customer service personal.

This will help prepare you customer service representatives for problems that may arise during their work days. It is a great time to practice skits, or over the phone conversations. Allowing your staff to feel how uncomfortable it is to not understand and showing them ways to help their customers. It is a great time to create activities that allow for your staff to step into their customers shoes.

Step Three: Offer additional customer contact techniques:

Sometimes the language barrier is far to large and simply speaking over the phone or in person will not help. Make sure you have other forms of communication techniques. Allowing them to send emials, write a letter, or even read the information on the website. Don’t be afraid to stop talking and hand them a written document. Your customers are probably feeling just as frustrated as you are, and moving to a different tool may show them that they are important to you.

Here are some example of when to step out of formal communications techniques.
I have a family that comes to my work multiple times a week and always has the same question, but in a different form. She has a very strong, Chinese accent.  Her English is very good, but i feel she does not understand English as well as she speaks it. Last week she came in with a questions about her bill. We run on an automatic debit or credit on the 5th of each month. Accounts are automatically charged.

This month, due to the holiday season, our customers were prorated for the month. Our Thursday, Friday, and Saturday classes were cancelled so we did not charge the customers for those days.

This specific customer came in and informed me that she thought we cancelled her booking because she wasn’t changed the full amount. I proceeded to tell her.

“You are still enrolled in classes, due to the holiday season your account was prorated to $72.00 because we are not offering classes on Thursday, Friday, and Saturday.”

The customer, still confused by the situation did not understand. I choose to go to a more visual communication technique.

I brought down the calender and a calculator. As I spoke i pointed to the days on the calender. “there are a total of 5 classes for you in November” I then pointed to the days we were closed. Finally i showed her on the calculator, how we prorated her account. With the visual tools, as well as my patients in showing her the process she finally understood the situation, and was happy that we took the time to show her.

This is an example of how to use tools you are given in order to help your customers. Tips to remember, be patient, be kind and be understanding.

Blogging to tackle more then just politics

November 19, 2011

 Normally I would not blog about blogging. But this blog title caught my eye and I had to share it. It is the story of Jaelithe Judy, a woman who has been blogging about politics since 2007. The difference between this blogger and many others is the combination of what she blogs about. She is a political mom blogger. She spends her time talking about politics all the while including her son. So, not only is this women and the rest of her “momocrats” incredibly politically active, they also share how they can spend all this time educating themselves all the while educating and taking care of their children.

These moms feel it is very important to show their children what it means to be politically active. The post on CNN.com quoted Jaelith Judy  saying, “I think it’s really important to raise children with a sense of public responsibility,” Judy said. “One of the values I want to instill in my son is this idea that as an American citizen, he’s responsible for paying attention to what the government is doing so later, when he’s old enough to vote, he’s empowered to make rational decisions.”

Her son Isaac is becoming very aware of politics and how important it is to not his mother, but to the world as well. These parents spend a lot of time being politically active, but this does not mean they neglect their parenting duties. “When parents become involved and talk about it, you become a model for your kids, and then they understand that it’s their responsibility to seek out news and information you can trust and make solid decisions on,” said Teichman, from Political Mommentary blog..

 These women take their blog very seriously. They not only worry about what each other feel and see, but they also allow for their children to be active. If mommy and daddy are talking about a politician or specific bill, they children are right their giving their piece.

This blog made me think a lot about how people balance their personal life and their professional life. A lot of people think of their job or their family. Rarely are the two connected. When you are at work you wish you could be home with your family. And when you are with your family, sometimes you can’t help but think about work. There has to be balance.

What these women have shown me it is never too early to start teacher each other or our children ideas about the world, politics, business, or personal life stories. It is never too early to share your viewpoints with your family. This will help keep your mind active as well as activating the minds of others. It also can be important to maintain your balance of work and personal life

I also commend these women for taking on such a highly controversial topic, and introducing it to their children so young. If you have the strength to tackle such a hot topic at such a young age, you will be very successful as you get older.