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

Note:  To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s