Articles Tagged ‘Indy’s Trusted Servant’

Why Don’t Companies EMPOWER Their Employees?

Tuesday, May 15th, 2012

DannyOmalia

I’ve heard—and written—often—about what I and others see as the failure of corporate America to EMPOWER their employees. It makes one wonder why more companies don’t take the lead of the late Mary Kay Ash on this issue.

When asked why she’d been so successful, Ms. Ash answered, “I tried to hire really nice people and then let them be as nice as they could be.” Shades of Joe O’Malia himself!

So why do so many companies I’ve written about (Chase Bank, Lowe’s, Best Buy, Starbuck’s to name a few) fail at such a seemingly simple task?

The answer—it’s REALLY HARD to do!

First, you have to be very picky about whom you hire. This takes work, patience and commitment. You have to hire “really nice” and competent people who are TRAINABLE and who are TEAM PLAYERS. Parents, schools and society at large aren’t producing enough of those folks.

Once you hire the few good folks out there, you must get them to BUY in to your culture. This takes total commitment from the CEO on down the chain to the new hire’s fellow employees.

Then you have to PROPERLY TRAIN the employees to take care of the customers. This is also a difficult and never ending task.

You then have to KEEP CUSTOMER SERVICE—and TEAMWORK—front and center— constantly and forever. In your newsletters, in meetings, on your bulletin board, person-to-person. Everything your company does must be done with customer service in mind.

Finally– management must think LONG TERM instead of SHORT TERM in all its decisions. Don’t just think how cutting staff will put money on the bottom line this quarter. Think how running off customers will negatively impact that bottom line long term. And so forth.

Offering great service and a great environment in which to provide it isn’t easy. That’s why only the best companies do it. That simple!

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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FAILURE TO EMPOWER EMPLOYEES CAN COST YOU PLENTY!

Monday, April 23rd, 2012

DannyOmalia

I’ve never been a big fan of Best Buy. Recently the company announced it’s closing 50 stores. I think I know one reason for this. They fail miserably to EMPOWER their employees.

The late Mary Kay Ash said it eloquently: “I’ve been successful because I try to hire really nice people and then let them be as nice as they can be.” I’ve never felt this when visiting Best buy.

Recently a client of one of my CUSTOMER SERVICE TRAINING programs shared his last “Best Buy Experience.”

Already peeved with Best Buy, he saw an ad for a pc he needed at the store. He called ahead to be sure the item was available at the price advertised and was told it would be. He then drove to the store, found the product, took it to the counter and watched the girl begin typing on the “register.”

After 30 seconds or so, he was given the bad news. “We can’t sell you this item because it’s not in the system.” He explained he’d even called ahead. No dice. He asked for the manager and got the same sorry answer. No offer to try to get the item entered into the system. He left the store frustrated and angry. He shared the story with me and his fellow employees. Now I share it with you.

My kids gave me SIRIUS Radio for my 60th birthday a while back. Now it doesn’t work. It was installed at Best Buy. I’m not looking forward to THAT experience.

PLEASE business owners. Hire good people. Train them well. BACK THEM UP and EMPOWER them! I beg you!

Make sure to check out Danny’s radio show on Radio Indy Smallbiz – every Tuesday from 4:00-4:30pm.

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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WHAT IS IT WITH SERVICE TODAY?

Wednesday, October 19th, 2011

DannyOmalia

Since I live, die and preach the Gospel of Customer Service for a living these days, lots of folks ask me why it’s generally so bad no matter where you go. I have several thoughts on the matter. But first—remember. There are some companies that give great customer service. My wife and I had dinner at Outback Steakhouse in Castleton last evening. The service was FANTASTIC. The manager stopped by to check on us and introduce himself. The waitress was warm, friendly and WELL TRAINED. So ALL’S NOT LOST!

But I’ll bet Outback worked very hard—at the corporate level and inside that specific restaurant—to give my wife and I such a pleasant experience! Did I say the food was very good as well?

For companies that have failed me lately, such as Sprint, Chase Bank, Sears, Brighthouse and others, I offer these bits of advice.

1.THINK LONG TERM RATHER THAN SHORT TERM. Cutting jobs, services, products and training seems to be the way to go in corporate America today. And it CAN contribute to the bottom line—INITIALLY. But NOT long term! I saw this first hand after O’Malia’s was bought by Marsh. All that happens when companies think short term is that you lose customers and your corporate culture is lessened.

2.PROCESS OVER PEOPLE. Too many companies (the banking industry comes to mind) have too many policies and rules that hamstring their employees and keep them from delivering even basic services. Email me at dannyomalia@gmail.com and ask for my Citibank Customer Service fiasco and you’ll see what I mean.

3.Failing to practice MANAGEMENT BY WALKING AROUND. Go back to the great 80’s book IN SEARCH OF EXCELLENCE and read the chapter on that topic. Get to know your people. Let them know you care about them and the jobs they do. It’ll pay big dividends!

4.Am adjunct to number three: “FIND SOMEBODY DOING SOMETHING RIGHT!” That was one of Joe O’Malia’s big beliefs. When you do, TELL EVERYBODY about it. You’ll find more folks wanting you to tell everybody about them!

5.PRAISE IN PUBLIC. CRITICIZE IN PRIVATE. Self explanatory ( I hope).

6.The late, great john Wooden channeled Joe O’Malia when he said, “I’m not looking for great players. I’m looking for players that make THE TEAM GREAT.” From the hiring to the training to the execution, make your employees/ associates part of your TEAM.

7.Finally, RETURN THAT CALL—UNBELIEVABLY FAST. Or email, Or text. You’ll be the only one doing it and that will give you a great competitive advantage. Besides, IT’S THE RIGHT THING TO DO!

These are a few things service providers are failing to do. Without them, no amount of technological savvy can save them—LONG TERM.

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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CHASE BANK’S FAILURE TO EMPOWER

Wednesday, September 14th, 2011

DannyOmalia

Mary Kay Ash said it best. When asked how she’d become so successful, she answered, “I tried to hire really nice people and then let them be as nice as they could be.”

That’s something most businesses fail miserably at today. Which compels me to share my Chase Bank Story with you.

In March of .09, on the advice of my daughter, who had had a business relationship with the Chase Carmel branch while working for a local jewelry store, I contacted her Business Banker. Let’s call him “Joe”. I set up a Chase business account for my new business, Indy’s Trusted Servant. All went well until March of this year.

I had a $2000 check from a client to deposit, as well as two personal checks totaling just shy of eight dollars to cash. The girl at the window informed me the bank could not cash the two personal checks because I did not have a personal account with Chase( my personal account is with PNC and goes way back to Merchants’ days)

I thought about asking for the Branch Manager or my business banker, “Joe”. Then I realized I was dealing with an institution failing to train and/ or properly empower its employees to give basic customer service. I took the two small checks back, went home and proceeded to call “Joe”.

But “Joe” didn’t answer—I got a message from “Frank.”.

Two days later I entered the bank with another check from a client. I asked for the Branch Manager. He was gracious. I asked to close the door and told him my story. He was apologetic and explained that “Joe” had been promoted and not yet replaced.

My response was, “So you left his clients twisting in the wind?’ His response was, “Yes, I guess so.”

So I closed the account immediately. I took all my money to PNC that very day.

Banks—and other businesses—need to care more about their customers. They need to hire better people and THEN PROPERLY TRAIN AND EMPOWER THEM to take care of the customers. The young lady at the window could have offered someone higher up. She didn’t. I refuse to do business in such an establishment. So should you!

I’ll be sure to let you know if and when PNC makes me this angry. If they do, there are plenty of other banks around. CHASE BANK’S FAILURE TO EMPOWER

Danny O’Malia
Indy’s Trusted Servant
(317) 413-9062
fax (317) 815-8755
www.indystrustedservant.blogspot.com

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