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Simply the Greeter.


homedepot

I recently started my new career as a greeter at the local Home Depot in the town I live.

It’s the first time in my whole working life, some 40 years, that I have “punched in”.

It has taken me some time to get used to the driver of my time. “the clock”.

All my career life, I just went to work, started and finished when I did!

Agreed I spent way too much time at work, at the cost of family time, and what I got paid did not equate to my hours. I often think I got below minimum wage!!!

It is so strange to be ruled not by the job I do but simply because my job is “hourly” and I get paid overtime and for “every hour” I work.

Not every jobs’ value can be measured in the “labels they are given”.

I have always been aware that some of the most important of jobs have been way down the management chain. The hard-working employees at the “coal face” that is engine of all successful companies.

It is also the most rewarding of jobs I have ever had. I am a greeter and proud to be so!!!!

I have been fortunate of having many well-paid jobs, always associated with major responsibilities. With titles comes labels and with labels comes “stuff”.

Off course I worked for those jobs through qualifications, experience and promotions. I did my time and worked my way up.

That’s not the point though!

More recently following my retirement from the corporate world, I was discussing my new “career” with Doreen my wife, my new role as a greeter at Home Depot.

She asked me how it felt to be “a greeter” she asked as she said I looked the happiest I had been in years, and yet the job had nowhere near the “senior level of decision making” I had now left behind.

I agreed, but said it has the most important of roles

“To make every customer experience as enjoyable as is imaginable and to be the best coworker and thus the best greeter ever!!!

 I said finally I get to do what I want to do, without the pressures associated in those “high level jobs”.

Gone is the politics associated with what my bosses wanted me to do, whether I agreed or not.

Gone was the pressures of a senior role and having little actual impact in the real decision making, and at last I could now follow my lifelong passion of serving people.

Now here is the strange thing.

My career has been in Human Resources! People!!!!

My job as an HR executive, whether in the Automotive space or in Healthcare was just another name for being a “greeter”.

The corporate greeter of people, from recruitment through retirement, and everything in between.

So, when people say well, now how do you feel being simply a greeter I say, “I love it!” I have been preparing for this job all my career.

They look at me quickly until I explain.

The role of greeter is one of the most important roles there is!

And here is what I say:

  1. It is often the first contact a customer will have with the organization.
  2. It facilities a potential poor customer experience to one that they could never have been expected.
  3. The impression of the greeter sets the tone of the whole customer experience.
  4. It is the face and the first cultural example of the organization.
  5. It facilitates a likelihood of a customer wanting to come back to not only purchase products but meet people who have created a shopping community.
  6. The role of the greeter is also the “glue” between every department and the customer.
  7. The greeter has the significant role of working between departments ensuring there is seamless customer hand over and importantly product knowledge.
  8. The face of an enthusiastic greeter is contagious to their coworkers and the public.
  9. The role of the greeter is to engender a team spirit which raises the spirit of everyone.
  10. The role of the greeter is to ask, “what else can I do for you?”

 

It’s probably, I know it is, the most important career move I have ever made. Its not about my university qualifications, my degrees or my titles.

Its not about the fancy job titles or the cars or offices I have had.

The role of a greeter sets the experience level for every customer who comes to the organization and the desire for every coworker to want to work with them.

In the corporate role they may call this customer satisfaction and employee engagement.

To me it’s simply the role of the greeter, my new career and I love it!!

Thank you, Home Depot, for giving me the opportunity in my new career!

Thanks to all my coworkers who invited me into the “Live Orange” culture.

 

Peter, Simply the greeter and proud of it

 

 

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The 6 phases of relationships


RelationshipBlogImage2Part of  The 4 stages of leadership – see my link http://wp.me/pTp83-lN

This blog is about the 6 phases of relationships and follows under Personal Reflection in my 4 stages of leadership model.

Phase 1 – Relationship with me! – Realization.

  • What kind of relationship do I want to have with myself?
  • Do I like who I am?
  • Am I positive or negative in what I see or do?
  • Do I even like ME and is this who I always want to be?
  • Am I stuck in my own emotions and do I want to change?
  • Do I know what I want from myself?
  • Is the present person I am harming others?

Develop the vision of who you want to be.

Phase 2 – Relationships with my community – my Mask.

  • Do people feel positively or negatively towards me?
  • What do they see in my actions and behaviors?
  • Does a different part of me come out when I am in my community of family, friends, coworkers and community?
  • Do I even let them into my world or do I keep them out?
  • Do they believe or trust me?
  • Do I even trust myself?
  • Do they want to be with me? – Do I want to be with me?
  • Start to seek out others to define existing and future reality of who I need and want to be. Indeed is there a positive future if I do not seek help from others?

Develop oneness – get rid of different masks– look for support.

Phase 3 – Attraction – develop the person you like and need to become.

  • Give yourself permission that it’s possible to be different.
  • Release the chains that hold you in the past and move to the community that will help you move to your vision.
  • Find the communities you need to be part off and seek help and develop new relationships that are trusting and supportive.
  • Develop faith over fear for the change that is needed and yet to come.

Change is not the option the only option is whether you have the courage to choose it.

Phase 4 – Lets Hang out – Staying with your new community.

  • Continue to develop the “likeability” and goodness factor.
  • Hang out with people who engage and promote the person you have always wanted to become (and needed to become.)
  • Be with people who support and reinforce who you are becoming.
  • Start to behave not how others expect you but how you need to develop the new you.

Define your character based, not on what others expect you too, but in the knowledge that you are accountable for your own actions.

Phase 5 – Developing Awesomeness.

  • Continue to develop and sustain your character through higher levels of trusting relationships.
  • Remember that by becoming awesome you develop an ever-increasing community that sustains lifelong relationships.
  • Reestablish relationships with those love ones that were harmed
  • Know that by becoming awesome your actions will start to serve others and not yourself.

The first stage of servant leadership.

Phase 6 – SuperAwsome.

  • Become a champion of memorable relationships.
  • Share your experiences with others so that they can also be inspired.

The path to developing leadership in others.

 

‪ Picture courtesy of www.ashworthcreative.com

 

 

 

Forget the golden rule! It doesn’t work


treatothersasHow often do we hear people say treat others like you want to be treated?

It is simply wrong! I remember when I worked in a hospital, nurses getting into trouble because of they way they treated patients.

They were and are good nurses; the problem was that their standard of service is not what the patient WANTED.

When I sat down and reviewed the scenarios it was clear that this old and well-used rule simply does not work if it ever really did.

The golden rule means that you don’t even have to ask the other person how they want to be treated. You assume they are like you and that we know is not true.

Break the golden rule and throw it away. We have to treat people like THEY want to be treated.

The biggest difference?

The golden rule means we don’t even have to ask the other person! When we develop relationships and customer service we find out that it is in the asking that people really feel special.

 

picture courtesy of amandro.com

 

Steps for Success in Life and in Business


Be Ambitious

All teams need ambition.  Otherwise you’re team and business is dead!  The saying “if we build they will come” wrong!  Once was true and now no longer so!

You have to have ambition, goals, determination and “reality distortion”. (Steve Jobs)

Communication

Input is welcomed! Indeed essential. Communication is about the “art of being understood”  (Peter Ustinov) Hearing but more importantly listening to what your customer wants, needs, and is willing to pay for.

Encourage your customers to give their opinions, have open minded brainstorming sessions with them, and listen! Importantly find out what it is they need to make them a success.

Get rid of the Weeds

Every garden has weeds, if you don’t keep your garden clear of these weeds, they will take over.  Get rid of negative people; focus on positive, dedicated, and hard working people. No room for negativity!

Hire “artists” (Seth Godin) for they will weave a tapestry of magic surrounding the delivery of your mission and culture.

Work Hard-Play Hard
- Encourage More

Recognize those employees who have gone above and beyond the call of duty.  Yes, they get a paycheck, but our younger generation needs that boost.

Acknowledge their hard work with a thank you note or just say “Thank You”.  Acknowledgement goes a long way and is always worth more than the value of a dollar!

Network

People like to do business with people they know and more importantly like.  Take every opportunity to attend a networking event, like a community program, or luncheon.  Meeting new people often leads to new consumers! Relationships are everything!

Exquisite Customer Delight

Never forget that our legacy is to leave our customers with a product or service that they never knew they wanted or needed but once you gave it to them they cannot be without.

Inspired by a coffee house conversation between Sister Mae I and HRMexplorer @2012

Are you an average employee?


Recently I attended a “Best in the World Customer Service” learning series.  I realized that it was more about leadership in the workplace.

Some of the questions asked were:

Are you genuine? Are you a good listener? Are you people focused?

Do you think about the vision of the organization? Did you make an impact on someone’s life today? Did you say thank you or good job to someone today? Do you care?

It’s not like we don’t know all this stuff, the question is do we use it daily?

A leader’s job is to change the attitude of the people you work.

Did you know that 70% of people who does business with your company is because they like doing business with YOU! 

That is huge!  Customers become emotionally connected, 20% for what you know, and 80% because of your personality.

One important thing we need to remember:  someone hired us for the job!  So, you ask, what does that mean?   You interviewed, you were chosen from several applicants, and someone thought YOU were the best for the job.

They trust you, they have faith in you, and so, if you’re working average, it’s not good enough. 

I came to work this morning, thinking, who will I have an impact on today, how will I make this organization grow, and when I drive home tonight, I will ask myself what am I going to do better tomorrow?

Unemployed persons in the United States (12.7 million) and the unemployment rate (8.2 percent) as of April 2012.  It is in your hands not to be one of these Statistics.

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