Archive | December, 2009

Owning Up Follow Up

29 Dec

Since my last post about a week ago https://avionod.wordpress.com/2009/12/23/great-customer-service-own-up/ I have been thinking about why is it that “owning up” works as well as I believe it does. What is it about the vendor owning up to their mistake that makes us feel that much better? It just seems to elicit a positive emotional response.

Today I was listening to The BS Report, a podcast by Bill Simmons. His guest was Chuck Klosterman, they were discussing the Tiger Woods saga. Chuck brought up the point that Tiger should come out and own up to everything he has done. He believes that this would not be PR suicide on Tiger’s part because once you’ve owned up the ball is now in the consumers court. The consumers, us, now have the choice to continue to be Tiger fans or not. Until he says something the choice isn’t ours yet, it is still Tiger’s. The longer we wait the more upset we get because we are not in control.

There it is! Makes perfect sense!

As long as the vendor/athlete stays silent we sit there waiting for a response or communication from them. We don’t feel like we can act until they do. Once they make their statement the onus is now on us to make a decision (onus = on us) as to how we want to respond, but it is in our court. At least we feel some sense of ownership for the next steps. We can decide to maintain the relationship or walk, but either way it’s up to us. As long   as we feel like we are in control of the next steps we emotionally feel better. If they do not respond the issue continues to boil up in us and creates even more animosity then the original event.

Great Customer Service – Own Up

23 Dec

Although I may complain about it from time to time the truth is I am thrilled with my LIRR commute. The trains are generally on time, conductors are nice and aside from the occasional time I get stuck with one of the old trains, it’s a pretty comfortable ride.
Today as I got on to my train I noticed a letter from the LIRR signed by LIRR president Helena Williams. In it, she apologized for delays caused by snow last week and pointed out some of the great work the LIRR did overall through the storm (2 points for employee recognition). She then went on to point out an incident with one train that became stranded. She reviews the details of actions taken by the LIRR and then ends with this “While no injuries were reported among the customers or the crew and all were safely transferred onto another train at Farmingdale under extremely difficult blizzard conditions, we must do better.”
Leadership/Customer Service lesson: When things go wrong own up to it. No reasonable customer expects 100% perfection, but they do expect 100% honesty. Personally, I was not even aware of the stranded train, but I am impressed with the response.

Social Media for Recruiting

3 Dec

Let’s face it, job boards are basically useless at this point. I recently read, but can’t find it now, that job boards only account for about 3% of all hires. This SHRM article states that networking and in-house references are the best source of candidates.  The big buzz these days is using social networks for recruiting, but as I look at some of these examples (Twitter and FB posts) I still think recruiters are only scratching the surface of social networking’s real potential.

Recruiters use Twitter to post positions or redirect candidates to their recruiting site. That’s not networking, that’s posting. All you have really done is extended your job board out a little further. It only goes to those currently following you on Twitter. The odds are if they are following you they also know how to find your job board already. You really haven’t extended your reach much.

Here is what recruiters need to do. Send an email to all of your employees with each job opening separately worded for different social mediums. Ask the employees to cut and paste the openings they want to share with their network, using the appropriate message created for the medium they are posting it on. In other words, email out a Tweet that you ask all your employees to post to their Twitter accounts. The same for FB and LinkedIn.  Now your building a network! If 25 employees Tweet the opening and each employee has 100 followers even if only 5% of followers RT but also have 100 followers, you have now hit 500 people, most of whom you don’t know. They key is making it easy for the employee and not asking them to come up with the Tweet or FB posting. This is one HR/Recruiting should spoon feed.

Want to track back which employee was the source of the referral so you can reward them? You could have a numeric code that each employee could attach to their tweets and posts that the candidate is asked to submit with their application. This way you know where the candidate came from.

Bottom line, if your going to use social networking make sure your making the best use of your social network!