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When did you last check behind the loo doors?

 
 
Paradisos Hills view from the verandah
We are away on our annual holiday in Cyprus and as usual our hosts and all of the 
other business owners that we come into contact with are exceptionally warm and sincere and if we ask for something that is missing, isn’t on the menu or hadn’t been included then they do their utmost to accommodate us.   
I am pleased to say that in all cases they put it right and go that extra mile to help!  

However, this makes it sound that we are in a perfect place and just like the quality of things in England, it is far from that. 
Often the quality or standard of what is provided is lacking and in fact I frequently feel that there is simply a lack of awareness of just how customers are experiencing their service or product.  

When did the restaurant owner last look behind the doors in his loo’s, check the cups were clean or check whether the bulb worked in the bedside lamp or even deliver the car that was ordered instead of one that they thought would do! 

I say that because 10 years ago we arrived for our wedding at the old Paphos airport with numerous large suitcases packed with the wedding paraphernalia, we had ordered something big enough to take all of the bags and we got a Susuki Matiz!  It was so hysterical seeing us trying to squeeze suitcases into this tiny car plus both of us and to this day we still laugh! 

It certainly seems sometimes that many business owners don’t actually check how their staff are delivering their service or what their customers think, relying on Tripadvisor to do that for them. They have been trained right?

Don’t get me wrong the people here are the nicest people that I know and want their visitors to feel welcome and have a wonderful time and we love them to bits.  They are the reason that we return to the same holiday destination every year. 
But it got me thinking about my own service to customers and I wondered if my customers experience a level of service that although I am determined that I give- may not in reality deliver?  Particularly as our business is 12 years old!

Do I forget to check behind the loo doors? Do I give my clients the quality service that want or expect in the way that they expect it?  

When I get back I will examine more closely to see if I am leaving my customers wanting.  

So how often do you check that what you are delivering is ‘on the button’ with your clients?  Or when did you last check behind the loo doors!  Or do you simply respond to feedback when it comes up?

And on that note if any of my clients are reading this and I haven’t delivered a quality service or standard that was expected and you’ve never shared it with me, please, please, please email This email address is being protected from spambots. You need JavaScript enabled to view it.; or phone me on 07795 342329 so that I can correct what I do! 
 
There is no such thing as failure there is only feedback!
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Having a laugh at work helps employee wellbeing

 

People having fun at work

 

I saw an HR post about why being funny can boost your success in your career and of course I guess if you have someone in the office who is warm and friendly then this is bound to contribute towards their success in their career.


But having a laugh and a bit of fun in the workplace and ensuring that your employees are enjoying their work environment even if under pressure, can contribute hugely to their productivity. We know from a study referred to in may last blog that when people are enjoying a task then they do more of it and more efficiently.

When you laugh it releases some small amounts of hormones into the brain that makes you feel happier, more energised and it makes sense that you will therefore be more motivated to get something done. It helps working relationships and raises the mood of the group.


Of course, there will be a line in terms of having fun which shouldn’t be crossed, and this is where having your supervisors know and understand what is and isn’t acceptable is worthwhile.

If you want to be an employer of choice with a great workforce that represents your business in the right way, then the way that people feel, and think is important. Don’t think about wellbeing training as a ‘nice to do’ it might just be the difference that makes the difference to your people and maximises their performance in the workplace.

If you would like to know more call Jackie on 07795 34329

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Enjoy what you are doing and you will never have to work another day again!

 
Bored worker shutterstock 258018149Most people will have heard the saying above and this seems to be the case because research shows that workers who 
enjoy what they are doing, do more of it compared to those that might be doing what they consider to be dull or boring.  This of course will come as no surprise go most people!

This research carried out by the University of Chicago Booth School of Business suggests that as much focus needs to be paid to internal motivators for example the type of work that a person likes to do, as the external motivators such as pay and benefits.

Emotionally intelligent leaders and managers know that the key to productivity is engaging your employees in the business and their work and that relates to people doing the sort of task/jobs that they enjoy in an environment that is purposeful and where they feel valued.
 
It's also important to know that many people are not totally aware of exactly what motivates them. This was demonstrated during the study when workers were asked to choose between doing a dull but more highly paid task compared to doing a much more enjoyable but lower paid task.  Most people chose the higher paying less enjoyable task but after a period of time they were asked about their response and most people regretted the choice that they had made.  

To find out what triggers the motivation of the person you're interviewing you can ask questions from the Language and Behaviour (LAB) profile, these simple questions will help you to establish whether the role is right for the individual or not and provide you an insight into whether certain tasks within the role are likely to get done easily or not. 

Want to know how to ask these questions or know more about Emotionally Intelligent Leadership? Just give us a call on 07795 342329 

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Leadership, Emotional Intelligence and Soft Skills

Management-Dev-Cogs

10 years after the Egan Report, the Chartered Institute of Building (CIOB) published their ‘Leadership in the Construction Industry’ report which also highlighted that leadership is more than just deploying ‘the so-called hard skills such as planning, directing, organising and keeping score’.10 years after the Egan Report, the Chartered Institute of Building (CIOB) published their ‘Leadership in the Construction Industry’ report which also highlighted that leadership is more than just deploying ‘the so-called hard skills such as planning, directing, organising and keeping score’.
The construction industry has been talking about the need for leadership for at least three decades (Latham, 1994) and the approach remains based on improving efficiency both in delivery and in procurement.  But is this enough?  What about communicating vision and employee engagement? And what of leadership style?
Like most things if there was one simple answer we would have found it by now and already be implementing it!  Leadership style is important but is only one piece of the jigsaw and there are volumes written on the subject. Experience and knowledge is key and we do know that in terms of leadership, those with a ‘transformational style’ tend to focus much more on supporting, developing and motivating others in order to achieve greater success.The very nature of the command and control style is about managing loss or avoidance of loss, whereas the nature of transformational leadership is about people and those people being engaged and motivated enough ‘to pull out the stops’ to get the job over the line.  From an equality and diversity perspective studies show that the transformational style is much more easily adopted by female leaders because they have a more interactive and inclusive style.In my study, it was evident that most leaders at that time had progressed into leadership roles not based on style but based on technical and mechanical ability and longevity in the industry.  As with most things there is a flip side to this coin too. Those with experience and capability bring much to the table but the very depth of experience that they bring can often lead to them doing the same thing and operating in the same way, and of course doing that never gets you different or better results.Many now believe that Emotional Intelligence (EQ) is fundamental to great leadership and as a subject or science has been increasing in popularity and recognition over the last 25 years or so particularly in relation to leadership. Effective leadership is important in any organisation because there is no escaping the fact that it is the people in an organisation who will deliver a leader’s vision.  This means that the discretionary effort made by the workforce will undoubtedly depend on the level of relationship, respect and engagement that the organisation’s leaders have with its people.
Success Train is always keen to hear from organisational leaders who would like to learn more about tools for leadership enhancement, for themselves and their employees. For more information - call Jackie Casey on 01384 402592


Success Train is always keen to hear from company directors and managers who would like to learn more about effective processes to reduce the risk in recruitment or develop tactics to enhance leadership skills for themselves and their employees. 
For more information call: Jackie Casey on 01384 402592 or go to: www.successtrain.co.uk

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Taking the risk out of recruitment

Recruitment has inherent risks and considering what is at stake, many adopt a rather relaxed approach to the employment process. If businesses are lucky, recruiting the wrong person simply has financial implications - losing money on agency fees, advertising costs and the investment of time. 

Wolf in sheeps clothing Small web sizeI was recently made aware of a case involving a new Sales Director. The selected candidate remained with the business for eight challenging months and when the dust had settled following their departure, the company analysed the cost implication which came to a staggering £121,000. At first glance, this appears to be farfetched but when broken down into recruitment costs and agency commission fees of £13,000, employment costs including salary, NIC and pension costs for eight months of £41,000, combined with the loss of profit on anticipated sales of £67,000 – then it is totally plausible. 
So how can businesses reduce the risk when recruiting?

The first and one of the most import steps is a ‘benchmark profile’ of the job. A suitable candidate cannot be expected to be found without analysing the position to be filled. 

By using assessments as part of the selection process, in addition to the more traditional CV, interview and references route – will not only help reduce risk in the process but also increase the likely success of the candidate in the role. Psychometric assessments are not some ‘dark art’ – they are a tried and tested method that can deliver positive results. Assessments elicit information about a candidate that cannot be obtained through the traditional interview process and add a logical, unemotional element which allow companies to compare candidates to find the best ‘fit’ for the role.

Of course, getting the right assessment is important and no one assessment fits every requirement which is why we have a range – from a short ‘step one survey’ which measures, personal integrity, substance abuse, reliability and work ethic to the more in-depth assessment which measures ability, behavioural traits and motivational interest. 


To find out how Success Train can support your recruitment requirements - call Jackie Casey on 01384 402592
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