I was recently talking to a merchant in his shop, and as we walked on the floor, we arrived at a sports clothing rack. Some of the links on the pole to hang the clothes hangers. Asked for Sales Associate to the rack straightened up, and we went into the shop.
I somehow remember this episode as I was with another manager, this time the general manager of an upscale hotel. We talked at one end of the hotel lobby, and the eyesspotted a table with the parts of a newspaper and a candy wrapper out, apparently by a guest who left, apologized. Walked about the room, picked up the newspapers and candy to dispose of them, and returned to record the conversation again.
I was struck by the different management styles of these two leaders. The owner must have felt that as long as the seller, right there, should take care of this little work. Something that is paid to do, is not it?The hotel manager, though responsible to watch a much larger scale for revenue, staff and square feet that the shopkeeper, his mission, collect the garbage in the hall.
The message sent by any manager his actions could not be more different. The owner is comfortable, rather hierachial based on a. The hotelier sees little difference in his work and that of his staff. But this message must be clear: if you want your employees to do things by instinctwithout a call, you must show them that you do these things instinctively. Employees are more of what you learn, not for what you say. Leadership by Example. This is the way to ensure that there is no "my work against the job" mentality in your company. Only "our work".
Today there is a lot on the performance of employees, because people do not want to work, missing a lot, not doing their job, have no loyalty, they want more money. It 'true that these problemsThere are in all cases. But many of these performance issues of jobs could be avoided by greater attention from senior management.
Thus, in these two articles, we talk about some of the things we can do to ensure that our employees are the best they can, meet at the highest level, have the interest of society at heart, are satisfied with their work.
Start here: Hire for attitude, attitude, attitude. Here is where it all begins. You can teach your employees new skills, you can not teachAttitude. In the job interview, spend time in conversation with people who subjectively know their attitude, their way of their philosophy. They want to know more about this aspect, you can put on hypothetical situations and ask candidates to describe how they handle it.
Southwest Airlines hired for the position in their current area of work marketing manager in New Orleans. It did not matter to the southwest that this person absolutely zero previous airline experience had(was in jewelry), and had never set foot in New Orleans, before taking here from Dallas, this position. She has done this job for seven years and now helps companies increase visibility and Southwest in this area.
Talking about a very important word: respect. How employees feel valued. The Ritz-Carlton hotel group with the slogan: "We are ladies and gentlemen, serving ladies and gentlemen. The philosophy of this simplePhrase implies a relationship of equals that the company treats the employees with the same respect to be treated the guests. The Ritz Carlton understands this simple truth: your employees are your customers are treated the same.
MAKE YOUR expectations.
Make clear what are the duties of an employee, make sure they understand their job description.
Be your standard for clear presentation (if you have a dress code, etc.). It 'enoughreasonably be expected to show employees who are working professionally and dress appropriately maintained. Of course, that is, depending on whether you operate a garden or a clothing store brand.
Be clear about the corporate culture. Part of the training for employees of the company Nordstrom is to convey the corporate culture in which all employees, let them know what is expected of them. Employees learn to do everything possible to satisfy a customer's site. Are trainedNordstrom believes that people have in their shop for guests and therefore deserve the best service. If employees are trained in this culture, which may achieve the sales results you need for success. Society of trust with a lot of operational freedom in carrying out their activities. However, if the employee has difficulty for the purchase of this culture, it is safe to say that will not be happy or successful at Nordstrom.
Be clear about the expected level of service the company's customerto make each discharge. È) this level, a high level of service (such as Nordstrom or service is not underlined in your company for something that they are better known as the prices, etc.
Offer your employees the right tools to work. And 'your responsibility to provide training to help employees in their performance, to help them continuously improve their skills. Make sure that this training reinforces your own specific expectations. This register is not just computer training (which,Unfortunately, what it is today) as the only training. Encourage appropriate seminars, at the expense of the company, it's like on customer service, communication, sales, time management. Keep a library company of magazines, educational books and cassettes, videos. Let them know you are going to do to achieve broaden their knowledge. Develop a sort of reward for employees, the advantage of resources that you have to offer.
Create a regular schedulefor the discussion of market trends or showing new products. Make sure they understand the technical terms (which would know how to correctly answer the customer, such as: "Because there are certainly a big difference in price between this cashmere sweater and a woolen sweater?").
Share some decision-making powers. Because control, you must make many decisions every day. Share some of that decision by the employees. Their participation in this process, and certainly are related toDecisions that affect them. Ask employees if there are any company policies or procedures, that their professional performance or their ability to provide good service to be hampered. If so do studies of this policy and what you can change or remove. Then let your employees know what actions you are taking (first), was in response to their concerns.
There is another very important reason to involve staff in decision making. For those who have had aMaking the voice in politics will see that the measure is implemented. It 'a safe way to ensure that the procedure is followed, and there are complaints about them!
You can tell people all day, how important it is for the company ... but share with them in political decision making is a way to demonstrate this, to show that they valued. Of course, the responsibility of management policy, but decisions have a better chance to get right after the first response, from those on theforefront. The key word is to share here.
We can all get bored of our jobs if we feel there is nothing new to learn to conquer a new challenge, the opportunity to expand our minds, make no new contributions. Yes, you may need your employees the same functions day after day, but an enlightened management, one that "goes the debate" (like you) to help the opportunity, employees will be better to have the same obligations as every day, so keep the their interest and growing.
Copyright 2006,Liz Tahir
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