| It's 7AM on Monday morning, and I like many | | | | include every exisitng employee to see who fits |
| home based business people are firing up our | | | | the profile of top performers and who does not. |
| computer link to the world and are ready to go. | | | | This then can be the basis for remedial training, |
| Well my cable company has something to say | | | | product training, skills training, or in the case of |
| about that. No matter what I do I can not reach | | | | inappropriate employees it can be the basis for |
| my Internet connection. That means no E-mail, no | | | | seeking outplacement. |
| online database access to my CRM system, no | | | | There is nothing worse for the long term success |
| way of communicating to customers, prospects | | | | of an organization than perpetuating the "Peter |
| or vendors. | | | | Principal", and sadly many companies today feel |
| And no IT Department to complain to. Well you | | | | that the talent pool just does not allow them to |
| might think this is the opening for a tirade against | | | | hire and train the best of the best. |
| the phone company or in my case the cable | | | | We say that this way of thinking is totally |
| company. Well in fact this is just the sad | | | | unrealistic, and if executive management accepts |
| predecessor to my real problem. For three hours | | | | that position they are accepting that their |
| I was unable to get the issue resolved. I am too | | | | company is not in business for the long term, And |
| small to have a dedicated sales representative. My | | | | in fact I have met some business owners where |
| cable company is too new to business | | | | that is the plan. They are willing to sacrifice the |
| telecommunications to have their own service | | | | time, energy, and investment needed to build a |
| offerings so they engage a third party to provide | | | | first class organization and will concentrate instead |
| their cable modem services. I am thus subjected | | | | on their exit strategy, which will no longer require |
| to a series of long holding periods, transfers to | | | | them to worry about their other challenges, or so |
| various departments, disconnects requiring me to | | | | they think. |
| restart the process from the very beginning. | | | | Our word of warning to acquiring companies is to |
| I know I am not the only frustrated | | | | make it part of your own Due Diligence process |
| businessperson who has gone through this | | | | to conduct an "Employee Audit" before you buy. |
| experience with their technology provider, or | | | | Acquirers make sure they check all the assets, all |
| financial institution, or equipment vendor. It just | | | | the contracts, and all the financials before they |
| seems to be getting worse and most companies | | | | buy, but they take the Human Resources for |
| have tried to solve the problem with technology, | | | | granted. This can turn out to be a fatal mistake. |
| and I am finally convinced that the problem is | | | | People are the most important assets you will |
| more readily solved through people. | | | | ever acquire and to just assume they are a |
| Keep in mind that once a problem occurs there is | | | | redundant, replaceable commodity devalues an |
| only one resource that can effectively turn that | | | | organization and does irreparable harm to the |
| problem into an opportunity and that is the sales | | | | morale and commitment of those left behind. |
| or customer service agent on the phone with the | | | | Companies must find ways to re-energize and |
| customer. If they are not well trained, if they are | | | | re-commit their employees. Loyalty to the Mission |
| incompetent, if they are disgruntled your business | | | | and Vision of the company has become passe, |
| opportunity is about to become a business | | | | except in those few companies that sit atop the |
| nightmare. Now, sadly enough most companies | | | | 100 Most Admired organizations out there. It is |
| today build some level of customer churn into | | | | not by accident that some of those companies |
| their business plan to accommodate for poor | | | | come up year over year at the top. They |
| service performance from their personnel. What I | | | | respect and support their people. |
| am suggesting today is that is an unforgivable | | | | Keep in mind when planing for your next |
| concession to a fixable problem. | | | | technological breakthrough, or your latest financial |
| There are two things that every company should | | | | re engineering feat that with a little focus on your |
| commit to today as a New Year's resolution. | | | | next investment in your human capital the return |
| - Every employee and every employment | | | | on investment may dwarf anything else you are |
| candidate will be vetted out and we will only | | | | planning on dong. |
| employ the best people for the job we are asking | | | | If you don't believe it ask your customers not |
| them to do. Impossible you say!! It is if you do | | | | your investment bankers, or technology |
| not put a system in place to do it. The current | | | | consultants. |
| hiring process is broken and the customer is | | | | Oh by the way that problem I reported earlier |
| paying the price. Ultimately the company will pay | | | | took a little over 2 hours to fix, negating 2 online |
| the price. | | | | conferences I had planned which are now |
| - Training of employees has become virtually | | | | rescheduled for two weeks hence. It took a few |
| non-existent in small companies, and a very | | | | more than five contacts to be told the problem |
| dogmatic undertaking in larger ones. Companies | | | | was with my computer, and one other phone call |
| need to commit to a minimum level of quality | | | | to the management level of my cable company |
| training for their employees every month that is | | | | that apologized but they had a server outage at |
| measured and documented as part of the | | | | 3AM in the morning that had not yet been |
| employee's and the manager's personnel review. | | | | reported to their third party broadband service |
| What we are suggesting is an "Employee Audit" | | | | provider. I am glad to report that the problem |
| starting at the screening point for new employees | | | | was resolved at 9:09 AM and I have a delayed |
| every candidate should be assessed and profiled | | | | revenue stream by at least two weeks. You think |
| against the top performing employees for any | | | | good people and good communications among |
| given position. This should become part of the | | | | them is not that critical to my business? |
| hiring process, and it should be expanded to | | | | |