Recently, I've been disturbed by the level of irresponsibility that exists. However, I'm not talking about on an individual level. I hope that we all accept individuals should be responsible for their actions (well, most individuals there are a few exceptions depending upon age and mental capacity). My upset has been more with the powers that oversee individuals, whether it be a company, a governmental agency, etc...
Your employees/contractors/volunteers... represent you. Your employees/contractors/volunteers... represent your company/city/board... Across all pay ranges and all titles you need to make sure these individuals are acting in a manner that you can be proud of (and bank on). YOU are at risk if they are not. Your company/city/board...is at risk if they are not.
You MUST have strong training programs in place (again, at all levels for everyone). You MUST have frequent examinations (by an outside or unknown party) to test that this training has been implemented. And, you MUST take immediate action when you identify an individual that is not upholding the mission, vision, and values of your work. There are no exceptions.
Remember, the smallest most insignificant interaction to you (or your employee) can turn a potential life-long customer/fan to your competitor. And, they will take all of their friends with them.
Is your "house" in order? Make it a priority for the next 90 days. You'll thank me for it.
Friday, August 1, 2008
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1 comment:
I couldn't agree more. I constantly advise clients to "only hire the best" and "train them and re-train them." Most people don't get to meet the president of Home Depot. Home depot is represented to most customers by the sales associate "on the floor." Your posting is right on target.
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