Have you ever been asked that question … If you could go to dinner with anyone in the world (sometimes the question includes historical people) then who would that be?

Over the years here at Eagle we have asked that question of “newbies” as just a small insight into who they are as people.  It is not a test, and there are no wrong answers.

The answers have however revealed some humour, some deep thinkers, some nervousness, some bravado and some seriousness.

The answers have covered the full gamut … cartoon characters, religious leaders, athletes, politicians, world leaders, actors and family members.

I think it would be an interesting follow up question, particularly to sales people … how would you earn the right to have dinner with these people?

That is a real challenge salespeople have every day … how do they earn the right to meet with senior people?  Why should busy people take time from their day to meet with them?

Often there is an assumption that an executive should meet with a salesperson  because that salesperson might have something of value.  I can tell you that over the years as I have met with salespeople, more often than not they had nothing to offer!  That is a problem for sales people because they need to go into meetings or even into relationships with clients bringing something to the table.

My experience would suggest that it doesn’t even always need to be a business value … as long as it is valuable to the recipient!

An executive might be willing to give you time if they like you, or if your were referred by a friend, or if they like to help good people.  A sales trainer, Colleen Francis has written many times about a great quality of good salespeople is that they are nice people.  McKinsey even wrote about jerks … suggesting that jerks are a problem (not rocket science I know) and people (read clients) don’t want to deal with jerks.  If you are lucky enough to find clients like this your big challenge will be in maintaining your credibility such that they will meet again.

An executive might be willing to give you time if you are bringing real value, and not just “taking”.  It could be knowledge of an interest area outside the business.  It might be a subject the sales person is an expert in, and sometimes you won’t even know why you were given time.  Some of this is within the salesperson’s control, some is not.  There could be many reasons why an executive will give you time … so good salespeople will have real value to bring, and will understand what is important to their clients.  Once you have EARNED it then work hard to keep it.

When you get really good at that, you might just earn the right to have dinner with that “special celebrity”.  Pass the salt Elvis!

—————————————————————————————————————————————–
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Want to know where Canada’s hot jobs are?   Visit the Eagle Job Centre!
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
—————————————————————————————————————————————–

How many times have you been surprised that the service you thought you were getting was not quite what you expected?

The holiday home rental property by the sea is actually three blocks from the sea … but that qualifies as by the sea to the owner!

The software you bought does not actually do everything you thought it would.

The seller neglected to mention that trailer you bought has a non standard hitch.

Have ever gotten a story about “an incident” that perhaps wasn’t quite the same when you got more facts?

Your child tells you about how unfairly they were treated by the teacher.  The teacher tells you the whole story!

Your employee talks up all the extra hours they have been putting in at the end of the day.  You then find out that they haven’t been showing up in the office until much later than you thought.

I hear from salespeople all the time that “that client” isn’t spending … based on input from the sales person’s contact!   Meanwhile other parts of the client organization are spending like drunken sailors!

So what? 

The point here is that very often there are many perspectives or points of view to consider.  Sometimes (most times?) one person just does not have all the facts.

If you base your decisions upon one perspective, no matter whether you trust that person or not, you might not be happy with the outcome.

If you want to make the best decisions then …

Ask lots of questions!

Get as many inputs as possible.

Do NOT base important decisions on just one source!

—————————————————————————————————————————————–
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Want to know where Canada’s hot jobs are?   Visit the Eagle Job Centre!
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
—————————————————————————————————————————————–

Very often in life you will find yourself talking to someone, they are paying attention to what you are saying, BUT they are hearing a slightly different message than the one you are delivering.

I think that one of the biggest difference between a “seasoned professional”, in almost any field, and a “newbie” is their understanding of the nuances in their profession.

I operate in the staffing world, where the key roles for our business are sales and recruiting.  Both of which involve significant people interaction and both of which require an ability to grasp the importance of the nuances in our business.

For example … regular contact with our clients is extremely important.  However if I am a client and the only time I hear from a salesperson is when they are asking me for business I might not be as welcoming as when some percentage of the time they are bringing value in other ways.  So a salesperson might differentiate them self by the small things … a thoughtful message; forwarding interesting articles of interest; a call out of the blue for a beer/a lunch/a coffee; etc.

Another example might be the recruiter who ignores the calls from people wanting to hear about a job, or get feedback on an interview.  You can be successful in the short term, but if you have a reputation fro treating people poorly it will catch up with you.

In almost any profession if I do not value the significant difference between an email, a telephone conversation and a face to face conversation then I am missing out.  Having a face to face with a colleague, employee, client etc will always be appreciated over the email!

Some more examples we all see regularly …

There is a difference between a server in a restaurant who serves all of their clients efficiently, and one who does the same with a smile and a kind word.

There is a difference between the professional who provides you efficient service, and the one who takes time out to know you a little, while also providing good service.

There is a difference between the teacher that teaches a curriculum, and one that recognises those students that might need a little extra help.

Almost every job offers the opportunity to differentiate based on a very small shift in empathy, focus or just plain friendliness.

Do you understand the nuances that could help you in your field?

Probably even more importantly … do you care enough to want to understand those nuances?

—————————————————————————————————————————————–
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Want to know where Canada’s hot jobs are?   Visit the Eagle Job Centre!
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
—————————————————————————————————————————————–

I couldn’t resist using that title … but you might be disappointed to learn this blog entry does not have the same racy content as the book with a similar name!

My topic today focuses on the fact that we human beings are all different … yet so often we assume “the other person” is thinking the same way that we are.

I might talk to a prospective donor about a generous charitable donation … the person I am talking to nods their head in complete agreement, she is thinking $500 and I am thinking $5,000!

In a discussion between parents of different children, one might suggest that their child is in bed early every night … the other nods and agrees, their child is in bed early too.  The one child might be in bed at 8pm, the other 10pm.

A manager might suggest en employee needs to show a better sense of urgency with their reports … the employee agrees, thinking they will have the report done by the third business day while the manager thinks its going to be done two days earlier.

These are small differences at the end of the day but they illustrate the point that when talking “expectations” it is important that the discussions have enough “meat” that everyone is on the same page.  It is easiest to do that when you recognise that just because you said “it”, does not mean they heard “it”!

Can you imagine a “special ops” team executing an attack on an enemy with one group thinking “we go on a count of 3″ and the other “we go on command”.  Three seconds disparity can cost lives.

A classic “disconnect” comes with large technology projects … “scope” is the word used to describe what the supplier considers included in the price, yet all too often the buyer’s “scope” differs.  The technology expert explained everything (they think) … the buyer understood everything (they thought)!

Differences happen every day in small and big ways, in the staffing business it might be rate negotiations with contractors or contract length with clients … it is easy for people to not be on the same page.

Sometimes there is no way to get to “black and white” when talking abstract ideas, strategy or theory … but even then it is important that you are both thinking about the same “shades of grey”!

It is incredible how often two people communicate, but the message delivered differs from the message heard.

A little due diligence, lots of questions and a willingness to take care of the details will serve you well.

—————————————————————————————————————————————–
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Want to know where Canada’s hot jobs are?   Visit the Eagle Job Centre!
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
—————————————————————————————————————————————–

If one of your friends promises you something, then you will trust that the promise will be met.

If a trusted supplier promises you something then there is a very reasonable chance you will not be disappointed.

Making a promise is a great way to build credibility!

Having said that, failing to deliver on a promise is also a very easy way to blow your credibility.

There is an old saying that fits that kind of thinking … Fool me once shame on you, fool me twice and shame on me!   Clearly if you promise and don’t deliver you lose credibility and people will be loathe to trust you again.

If you are in sales, customer service or any role where you interact with clients, be very careful with your promises … the old axiom that will serve you well is under promise and over deliver!  If I am promised a delivery by a certain time or day then that promise sets my expectation … if the delivery happens faster, then I am very pleased, but when the delivery is late I am not pleased at all!  A careless promise will cause a lot more problems than it needs to!

So if you are dealing with a client try to give yourself some room for error … and do your best to “over deliver”!

The same applies in your personal life … make promises that you can meet, not promises that you might break, whether intentional or not!

The BIG WIN here is that it is easy to build credibility by promising and delivering!   Take advantage of that!  Promise your client something and deliver … every time you deliver you are building credibility!

At the other end of the spectrum nobody wants anything to do with the person who never meets their promises … take for instance the developer who is two years late delivering the building, four years late delivering services in the building and never delivers some critical aspects of the building!  Would anyone want to be associated with someone like that?

________________________________________________________________
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Find Canada’s top hot jobs, updated in real-time!  Visit Eagle’s Job Centre!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
________________________________________________________________

How many times does the salesperson need to finish your sentence for you before you walk away?

How often have you spent time with a consultant/advisor/sales person explaining exactly what you want, just knowing that they are not listening?  Your concern being validated when they open their mouth!

It is a trait of salespeople that I find irritating.  The car salesperson rushes off finding the car for you, when he has not even asked what you are looking for!  The salesperson in the clothes store is giving you clothes he/she thinks you should like, rather than what you actually want.

It is a trait of very intelligent people too.  Their brain is racing ahead to solutions while you are speaking.   They truly believe they know what you are going to say … which of course is what they would say!

I can’t say I am not guilty … but if you can recognise that you have this tendency, you can at least try to curb it!   That is what I try to do.

There is an old sales adage that suggests you say your piece and then shut up!  It can be really hard to shut up when there is so much to say, but really unless what you are saying is actually pertinent to your client why are you taking up their time?

If you are a salesperson, consultant, advisor … or operating in one of those roles the most powerful thing you can do is to ask pertinent questions  and then LISTEN to the answers, without interrupting.

Yes I know it is tough … because you are clearly so interesting, because what you have to say is wonderful, because you can really solve a problem for this person (even if you don’t know what their problem is)!

Step 1:   ASK A QUESTION!

Step 2:  SHUT UP and LISTEN!

Step 3:  GO BACK TO Step 1 UNTIL YOU REALLY UNDERSTAND!

________________________________________________________________
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Find Canada’s top hot jobs, updated in real-time!  Visit Eagle’s Job Centre!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
________________________________________________________________

I recently had the displeasure of dealing with a marble (and marble) company in Toronto who not only have very poor quality workmanship, they back it up with even worse customer service!   It is rare to find a company that remains in business and can be so bad at everything … maybe I just got unlucky!  I particularly liked their website messages … “our dedication to our customer’s needs and the focus on producing quality products in a timely manner has propelled us. blah blah blah”  AND “Stone counters made by <name withheld because I’m a business owner too> are guaranteed to be of the finest workmanship and quality available anywhere.”   I would beg to differ!!  You say that crater in my counter top was just normal … I think NOT!

In my experience it is more normal that a company is good at one or the other … (a) they have a great product or service, but are lacking in the customer service; or (b) they are very good at customer service but not so great on the product/service side.

I wrote a blog entry some time ago about how Superior Execution can actually be a great Strategy!

I have also read on many occasions how great customer service can be a great differentiator from your competition.  We all know high profile examples of how that has worked … consider the customer experience walking into an Apple store versus the alternatives.  Many years ago Lexus distinguished itself from competition with a superior customer experience on the service side … and people bought because of that.

Great companies have great execution AND great customer service (Apple might be a good example?).

As a consumer I would suggest that I will buy great products that have poor customer service … but I will not buy inferior products that have great customer service!

If you have to spend your investment dollars on one or the other, then get your product/service right first!  Then QUICKLY work on your customer service.

In the meantime if you need new counter tops in Toronto I can tell you where NOT to go!

________________________________________________________________

Kevin Dee is CEO of Eagle (a Professional Staffing Company)

Gain a competitive edge!  Join Eagle’s Executive Consulting Network!

Find Canada’s top hot jobs, updated in real-time!  Visit Eagle’s Job Centre!

Have you tried Eagle’s (very cost effective) VirtualRecruiter service?

________________________________________________________________

Here are some thoughts on the subject of Customer Service …

1.  Your External Customers pay the bills … without them you don’t exist!

2.  Your Internal Customers are also important … your sales team bring in business, your recruiters supply the “product”, your back office look after the money, your admin team keep the ship going, your proposal team works hard to get professional submissions in under tight deadlines, your marketing team show your brand to the world etc. etc. … it takes a WHOLE team to be successful!

3.  Sometimes we forget we have internal customers … EVERYONE in your company is your customer!

4.  Sometimes we think we are too important to treat others like our customer.

5.  If you treat EVERYONE like a customer (internal or external) you WILL get better results!

6.  If you really want to get under my skin, utter the words, “Its NOT my job!”.

7.  Just because I am the CEO it doesn’t mean I can’t help out where I can.

8.  If I am the office administrator and up to my ears in work should I be the one organising lunch, or could someone with a few minutes on their hands do it … could they treat ME like their customer no matter my position?

9.  How cool would it be if everyone in your office was thoughtful, pulled their weight and helped out where they could … everyone treating everyone like their customer?

10.  Teams are made up of all kinds of skills, those skills are  rewarded in different ways based on experience, qualifications, productivity, status etc.  The members of GREAT teams look out for each other regardless of status … they treat each other like customers!

________________________________________________________________
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Gain a competitive edge!  Join Eagle’s Executive Consulting Network!
Find Canada’s top hot jobs, updated in real-time!  Visit Eagle’s Job Centre!
Have you tried Eagle’s (very cost effective) VirtualRecruiter service?
________________________________________________________________

The heading for this blog entry is fairly self explanatory, and at first glance seems quite simple. 

In reality it is probably the one piece of advice I could give anyone to encapsulate everything it takes to have a successful career.

Let me explain …

If you adopt the attitude that you will your best to support your boss’s success then it means a number of things:

1.  You will have a positive attitude.

2.  You will embrace the company rules.

3.  You will not “play politics” or undermine your boss.

4.  Your focus will be on doing a good job … even when no one is looking!

5.  Your approach will be to “serve”.

Add ALL of that up and you have a fantastic foundation for the future.

1.  Your boss will reciprocate.

2.  Your boss’s success will reflect on you.

3.  They are likely to take you with them.

4.  It is likely that your boss’s boss will also notice.

One final thought … You don’t need to like your boss (or your co-workers) you DO need to find a way to work with them.

________________________________________________________________

Kevin Dee is CEO of Eagle (a Professional Staffing Company)

Gain a competitive edge!  Join Eagle’s Executive Consulting Network!

Find Canada’s top hot jobs, updated in real-time!  Visit Eagle’s Job Centre!

________________________________________________________________

Competition comes in many forms, so whatever business you are in it is important to be constantly asking yourself some basic questions.  Some of those questions might be:

Am I meeting my customers needs?

Is someone else doing a better job?

Is my industry changing?

If I keep doing what I do will I still be here in 5 years?

What else could I be doing?

Disruption can happen in any business, as has been seen many times over the years.  We only have to think about the affect of big box stores on the smaller retail shops, the impact of the internet on so many businesses, the impact of low cost off-shore labour on many industries … just to name a few.

When you work in and around high tech, or with the big consulting firms then innovation and change tends to be “a given” … but that is not always the case in smaller, mainstream businesses.

Yesterday I had my motorcycle serviced and today I had my car serviced.  It is always a frustrating exercise for me, and I assume any busy person, to have to take time from my schedule to drive out to the garage and then get back to work.  Which got me thinking about these businesses.

I asked the owner of the car shop how business was going and he replied that the last couple of months had been OK, he actually made money.  He suggested that in a 12 month period he will make money for 3 or 4 months, break even for 3 or 4 months and “survive” for the rest.

“Have you any plans to do anything different?”, I said.   He doesn’t.

At the motorcycle shop I managed to arrive there about 2 minutes after closing time, received no sympathy from the exiting employees and was lucky enough that there was a manager still on the phone who let me drop my bike off for service the next day.  On pickup day I had not heard from them 90 minutes before closing so after several calls I finally connected to the service shop and they were not sure if it was going to be completed that day.  It was … but again I had a level of stress I did not need.

None of this is earth shattering … and everyone has these frustrations.  But … it could be better.

A disruptive model could easily drive both of these hard working business owners out of business!

Why are they content?

If my business was unprofitable for 3 to 5 months a year I would do something about it.

If my customers were having trouble getting to my shop for service I would make it easy for them.

I took a quick look at what other service shops are doing around the world (that disruptive internet again) and came up with some top of mind ideas for these business owners …

Look at your hours of operation … if you are open when your clients are working and closed when they have free time does that make sense?  It doesn’t need to be a radical change but opening the retail shop for evening hours, with an opportunity to drop a bike off with them might just make life a lot easier for your customer.

The big garages have a shuttle … why not have a pick up your bike/car service?  Pick it up anywhere and return after service … I would pay for that!

What else could you do with your shop to generate revenues?  Offer the use of the shop to DIY people who like to work on their own vehicles, but don’t have the tools or space.  Offer courses to teach people at various levels about vehicle maintenance.  Form a partnership with larger shops as an overflow capability to help them meet their needs.  Buy a portable garage … a truck that could do “house calls”.

It is not just the big companies that need to reinvent themselves … every business owner needs to think that way.  It is tough to own and operate a business, the start up phase is extremely stressful, there are always ownership related issues but experience reduces the stress levels.  This creates a risk of complacency and perhaps even a shift to a more risk averse approach to business … so it is critical to remember, in ANY business Reinvention is NOT optional!

—————————————————————————————————————————————–
Kevin Dee is CEO of Eagle (a Professional Staffing Company)
Want to know where Canada’s hot jobs are?   Visit the Eagle Job Centre!
—————————————————————————————————————————————–