Monday, January 12, 2009

During a recent conversation with a former colleague about the staggering decline in customer service, as well as employee & customer satisfaction many businesses are experiencing, we found ourselves using feel words. Yes, two mature, objective, career- oriented, type-A business folks using feel words.

We were most amazed by the palpable loss of pride and passion for one’s work. Particularly in these tough times and in spite of this clearly being in an employers market. We exchanged ideas about my prior post (“You can’t fire me!”) and agreed that ignorance is not really bliss.

Ignorance is what propels, otherwise cognitively-aware adults, to overspending money, resources and time. Ignorance has entire populations ‘nurturing’ their bodies with what, in places like Europe, would be banned foods and a host of Genetically Modified Organisms whose consequences nobody seems to know and we remain oblivious to. Ignorance, more times than not, is at the root of wars. And ignorance is the currency poorly performing employees are banking on to keep sucking the life and profitability out of your business.

I cannot tell you what to eat, what to think, how to spend your money, resources, and time. But I can remind you the importance of two key areas for the health of your business:

1. Knowledge of at least the basics of HR Law in your state
2. Knowledge of how your good employees feel about changes and your company’s mission, vision, and long-term direction

In fact, you will notice as you browse through the blog that these are recurring themes for us. And for good reason. We’ve seen businesses hurt their bottom line due to lack of basic prevention, knowledge and simple good use of empathy. We’ll dissect these issues and share some ideas on how to shed some light on them in upcoming posts.

Meanwhile, read, learn, and if you have no time to do either, be sure to contact an HR specialist to hold your hand through the ins and outs of the HR world.

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