Dave Gardner’s “Thank God It’s Monday” 16MAY11

“Thank God It’s Monday” is to help companies thrive!

This week’s focus: leadership

I was once hired as Director of Customer Support to replace a woman who was terminated for being an alcoholic. I quickly confirmed why she drank too much. Everyone in the department brought every problem and issue they had to me directly bypassing their supervisors and managers.

By 4 pm my first day, I felt like I’d been hit by incoming hand grenades all day long. I summoned everyone to my office at 4:15 pm and demanded to know why they were doing this. I learned, “Sue told us to handle the routine stuff but to bring her any problems or issues for her to resolve personally.”

I said, “That’s fine–just be prepared to tell me what you suggest we do when you encounter a problem, we will figure out what the right course of action is and share it with the whole group.” It didn’t take long for things to settle down as we captured practices for handling what were, for the most part, routine issues.

Having baseline standard practices allows employees to rapidly, effectively and efficiently handle customer issues, focuses management attention on true exceptions and helps your company thrive.

Thought for the week:

“Officers don’t have morale problems. Officers cure morale problems in others. No one is looking after my morale.” – General George C. Marshall

What do you think? I welcome your blog comments!


Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2011 Gardner & Associates Consulting  All Rights Reserved

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