As a business owner you are continually dealing with issues as you focus on the growth of your business.  It is critically important that those issues be dealt with in a manner that is consistent and yet commensurate with the circumstances.

For example if an employee were to do something wrong, the right thing to do is to understand the circumstances, assess the right course of action and make a decision.  Depending upon the circumstance it might mean involving a few people in that decision process, but the goal would be to make a decision quickly.

The situation might have cost the company business, might have caused other people to be inconvenienced or any number of serious impacts.

The last thing you need to do is to over react.

I ask myself a few key questions:

1.  Was there malicious intent?

2.  Is this a systemic problem or a one-off event?

3.  Is it an honest mistake (and I remind myself that I have made a few myself)?

4.  Is the event itself and the ensuing aftermath sufficient lesson to ensure it is unlikely to happen again?

5.  Is there a lesson in here for a wider audience that needs to be developed?

6.  What would I expect if I made that mistake?

If the situation is tense and time allows, then I might want to sleep on it.

From the answers to these questions I can determine an appropriate course of action.

There should be no vindictiveness.

Some examples of Over Reaction:

1.  A company fired its proposal writer because an error in a response caused them to miss out on a large piece of work.

Really?  There should be no one person at blame, what about the sales person, the QA, the manager … the blame game is not a good thing.

2.  A school bans schoolyard football because a student got injured.

Really?  Need I say more?

3.  A company changed their dress code policy because too many people were abusing casual Fridays.

Really?  Deal with the problem.  Re-educate the staff about your expectations, and remove privileges from offenders, not everybody.

4.  The government brings in new legislation affecting an industry because of misuse of a program.

Really?  Go after those who misuse the program, NOT the whole industry.

Deal with issues in a consistent and professional manner. 

Do not let emotion into decisions. 

Do not play politics on the back of a few.

Always strive to do the right thing!

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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?
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The world is filled with ideas … but ideas without action are meaningless.

I have heard the phrase “I could have done that” many times … but they didn’t!

There are plenty of people who will be quick to tell you what you did wrong … of course most of them did nothing.

You will get advice from people that have read books, been educated in a subject or who just think they know the answers … but these are people who will not actually put into practice those recommendations.

It is impressive how compelling an “expert” can be with their opinion … but is it based on experience or theory?

If you need advice, find someone who has “walked in those shoes”.

If you are willing to actually take action then you are already passing the talkers!

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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?
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If you are a footballer (soccer player) you will have heard your coach shout this many times … keep your eye on the ball!  It is a particularly disconcerting phrase because that same coach might, not 5 minutes later, accuse you of “ball watching” … which is NOT a good thing!

What does it all mean?

1.  Keep your eye on the ball.  In soccer you will strike the ball most effectively if you watch the ball as you hit it ( not unlike that ”other” game, golf).  If you let your eyes drift off to the goal, a natural tendency, then you are likely to not hit the ball as crisply as you should, and it may end up going in a different direction than you intend.

2.  Ball watching.  While engaged in a match your job is to take in all of the action, be alert to the movement of the opposing players as well as be aware of where your own teammates are.  There can be a tendency to lose focus on the big picture when you focus on the ball alone … this generally happens when something exciting is happening, a near goal etc.  The problem is that your opponent may well end up unmarked with space to cause some damage!

Lessons for business people.

1.  When executing on a plan you need to “keep your eye on the ball“.  The day to day activities that you complete towards your plan (the tasks) are what will lead to success.  It is easy to be distracted by other “options”, “opportunities” or “distractions”.  Success comes to those who execute best!  Focus, focus, focus!

2.  Periodically you need to take a more strategic look at what you are doing.  You do this by stepping back from the “tasks” and reevaluating your plan based on new conditions.  You can make sure the plan is still relevant and make corrections as required.  Once you are comfortable with the plan it is back to action!  If you are “ball watching” you might just miss out on opportunities, allow your competitors some advantage or miss out on changing market conditions!

Kevin’s take away:

Clearly those footballers are smart people!

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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?
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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?

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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?
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If you are lost … ask for direction.

If you are unsure of what to do … ask for help.

If you can’t decide which way to go … pick one.

If you are struggling for success … try some NEW things.

Learn from others.  Learn from your own experiences.

Be brave … what is the worst that can happen?

“Insanity:  doing the same thing over and over again and expecting different  results.”   Albert  Einstein

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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? ________________________________________________________________

Entrepreneurs are a little nuts … they have to be, but their passion keeps them going through the challenges they face.

Entrepreneurs can have a great idea but until the market accepts it, that idea will need to be nurtured and fed … consequently 30% of businesses fail in those crucial first five years.

You will see entrepreneurs engaged in their communities.

You will see them burning the midnight oil.

You will see them bending the ear of everyone who will listen as they talk about their company.

There is an entrepreneur out there today working on the next big thing … and it will create a lot of jobs here in Canada.

There are thousands of entrepreneurs out there running small businesses that will grow, businesses that employ a lot of people and contribute enormously to Canada’s economy.

Entrepreneurs will push that piece of string uphill for a long way before they run out of steam!

What can YOU do to help an entrepreneur?

Can you make an introduction?

Can you buy their product?

Can you recommend their solution?

The entrepreneur’s win is a win for all of us!

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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?
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Every now and again it is important to be reminded of some old lessons.  Things we “know” but perhaps have forgotten, or at the least they are no longer top of mind.

The serenity prayer is a classic … because if we become obsessed with things we cannot change then it will detract from our true mission in life, whatever that might be.

Here are some basic truths …

1.  There have always been evil people in the world and there always will be … witness the bombs in Boston as just one small example.

2.  There will always be (smart) people on both sides of most significant arguments.  Politics is a classic … the vote on gun control in the US, the support/hatred of Margaret Thatcher just a couple of topical examples.

3.  However much you achieve there will always be more to do … just a fact.  If you are building a company it is never done.  If you are working towards equality in the workforce it is never done.

4.  There is always more to learn … and at times, in certain circumstances even the brightest of us can feel a little silly.  What do you know about the latest developments in technology, bio-sciences or medical discoveries?  What detail do you know of political history or history of a given region in the world?

5.  No matter how clearly you communicate … there will always be some people who hear a different message than the one you intended to deliver.

The intent of this post is merely to clarify that if you stay focused on the things you CAN influence then you will be at your most effective.  If you waste energy “tilting at windmills” then you lose your effectiveness.

The call to action is FOCUS your energies on where they can have the most impact!

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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?
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If you are in any position of authority you will, from time to time, get calls from salespeople who are going to save you <fill in the blank> … it could be money, time, resources etc.

They quickly move to the “value” statements, supported by exclamations such as, “Obviously you want to save money, right?”

Here is the thing …

I am a business owner and yes (duh) I do not enjoy spending any more money than I need to.  However, I have my priorities and it is highly likely that my business needs are not going to be aligned with what you are selling right at the point that you choose to call and disturb my day.

So … pointers for sales people.

1.  If you have a business solution that might be of interest to me then first you need to get my attention.  Insulting my intelligence is not likely going to work.

2.  The way that you will get my attention is by understanding my priorities and whether your solution is even likely to be of interest in the foreseeable future.

3.  The “discovery process” (also known as consultative selling) requires that you listen a whole lot more than you talk.

4.  You are never going to sell me on the phone … so if you actually get to have a conversation AND can get my attention then your goal should be to get a meeting.

5.  At the meeting you will again be trying to lead me to a place you want me to go.  That requires listening carefully and speaking strategically.  It means being truly interested in my business issues and able to find ways that your solution brings value.

6.  This process does not in itself necessarily bring the sale, but it does move me through the sales funnel … and at some point I might become a real prospect.

7.  I become a real prospect the day that your solution and my priorities line up!

The take-aways:

Sales is a process NOT an event.

Selling is more about listening than about talking.

Buyers generally sell themselves, you just facilitate the process.

If you ignore the buyer’s priorities you kill your sale at the outset.

This is why you need to have a FULL sales funnel, because your sales prospects will be at different stages in the sales process … and many will drop off.  If you have all your eggs in one (or even too few) basket(s) you are very likely going to fail.

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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?
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If you make a commitment then you need to honour it.  Keeping your commitments is how you gain credibility!  Breaking commitments is a sure-fire way to lose credibility!

As a business owner I make long term commitments and I take them seriously …

our employees rely on this company for their income;

the independent contractors and temporary employees that we work with rely on us to pay them for their services;

our clients rely on us to find them great people;

the staffing industry association relies on us to be involved, bring value and represent the industry well; and

the charities that we support depend on our financial and time commitments.

If my company does not live up to its commitments then people suffer and it is my duty to live up to those commitments.  A side benefit of meeting my commitments is that I build credibility … conversely, how can anyone believe in me or my company if I fall down on my commitments?

What commitments do you as an individual OR a company make?  How serious are you about meeting them?

How is YOUR credibility?

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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?
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I took off on vacation for about ten days … and while I was gone it appears that RBC received some negative press.

It is always interesting to see the spin that the press put on these situations … of course the mundane does not sell news, and it is always more juicy when you can blame a big profitable organisation for picking on the little guy.

Here is my take …

1.  Outsourcing is nothing new … the banks have been outsourcing for years, for many reasons, just SOME examples might be (a) yes saving money (so they can be as efficient as possible for their shareholders); and (b) to have work done more efficiently by an organisation that specialises in that work; (c) to offload the management of a function and the associated people.

2.  RBC outsourced some work to iGate.  This meant that the current 45 people doing the work would need to go.

3.  RBC is one of the biggest employers in Canada and has a huge IT shop.  They are always adding talent to their shop … it is just not feasible to me that there would not be a place for these people somewhere in the organisation.

4.  The financial services sector in Canada is one of the strongest sectors, with constant demand for resources.  The people doing the work should have no trouble finding work.

5.  The problem with this deal is that the outsourcing company (iGate) have to go through a knowledge transfer process, which is (a) standard procedure and (b) best done face to face, rather than from abroad.  Once the knowledge transfer happens the work will move offshore.  The transition period is likely to be months long, and using temporary workers to replace the RBC staff just looks bad.

6.  Here in Canada we will be facing more and more skill shortages in the coming years and that will necessitate more of these kinds of deals.  In order for Canadian companies to compete on the world stage they need to have access to talent … that will mean more outsourcing, more use of temporary and contract labour plus partnering to ensure the work can get done.  Just a reality.

7.  In my humble opinion the RBC spokesperson interviewed by CBC, who is clearly a super bright individual, could have been a lot better prepared and should probably engage a media expert to help.  This situation needed clean crisp messaging … which might have helped the bank to not look quite so bad!  Having been on the wrong end of a few media interviews I know how easy it is to look bad if you don’t prepare properly.

My bottom line:

If you are ever on the wrong side of a news story get help in telling your side … getting the messages right is not so easy.

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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?
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