Duquesa D. Dean's Blog

#vision #purpose #emerge #stronger

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Is there such a thing as job security? I pondered this question for some time as I considered leaving the stability of my corporate job to step full time into my training business. The more I thought about it, the more I realized that job security is really a myth. 

Growing up, I’d hear Bahamian parents encouraging their children to apply for government jobs because they provided security. Now, in truth, here in the Bahamas, a full-time job with the government usually meant until death do us part or until the employee wanted to resign. 

Jobs in government come with challenges that often time lead to job dissatisfaction and stunt in upward mobility. I often wondered if it was worth the trade off.

The truth is there is no indispensable employee and there is no job security. Private companies can make sweeping job cuts or downsize whenever they need to. Positions can be made redundant and the only obligation an employer has, is to pay whatever the law dictates. 

So, if job security is a myth, is there any form of security? The answer is yes!

Job stability is the new job security. “Job stability is the ability to make a living in your field through various means.” According to Dorie Clark, Professor at Duke University's Fuqua School of Business, “The secret to thriving in the future, he says, is “‘learning to learn.’ What you ‘know’ doesn’t matter nearly as much as your ability to learn new things and apply those to new scenarios and environments.”

How powerful is that! 

As employees, business owners, entrepreneurs, corporations, etc. we can reinvent ourselves and our businesses to stay on the cutting edge. Employees who constantly reinvent themselves have the following traits:

·        They show up to give their best performance each day. (Reliable)

·        They are leaders but also team players.

·        They are willing to contribute to the common good of the team.

·        They are solution oriented.

·        They are adaptable/not afraid of change

·        They are organized.

·        They stay on a journey of continuous growth and development.

·        They are coachable.

·        They listen to others.

·        They are positive influencers.

·        They are results oriented.

·        They do more than is expected of them

·        They are honest.

·        They communicate well.

When businesses choose to or are forced to downsize, they want to retain employees who have most of the attributes above. These attributes are easy to define but they are hard to find qualities.

As we face a new norm, coming out of COVID-19, many of us will be reinventing ourselves and our businesses. 

Many businesses will find themselves reinventing with less employees than they closed with at the start of the quarantine. 

How will they determine who will remain on staff?

First preference will be given to the employees who match most of the criteria above. They will want a team of people who can be flexible with them as they forge a new way ahead. Not every employee fits this criterion and those that do will be given first preference.

The employee or business who wants stability knows that they must stand out as best in the field, not just in expertise, but well-rounded and strongly branded.

 

Duquesa D. Dean is a Certified Corporate Trainer, Speaker and a Transformation Coach. She is an Associate Trainer with the International Board of Certified Trainers and a certified Coach, Speaker & Trainer with the John Maxwell Team.

Duquesa is the author of three books "Chase Your Dreams", "Sister, Stand Up Again & "Bruised But Not Broken".

To book Duquesa, email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 242-424-6012

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As I sat in the lobby of this business establishment listening to the various client interactions both by phone and in person, I started to smile.  I smiled because they were getting so many of the service concepts right. 

As a customer service professional, it is second nature to take note of the service standards at each establishment I conduct business with. 

As I sat there, I was able to identify their sequence of service, their service standards and the fact that they considered the entire customer experience. 

I was at this business on Saturday having a diagnostic done on my vehicle because after the amount of rain Hurricane Dorian deposited in the area I reside, the jeep's computer system flashed that there was a challenge that needed to be checked out.

From the very first interaction which was by phone, I knew that the service was going to be great.  The lady had a pleasant tone, was professional, courteous and efficient.  She had excellent telephone etiquette.  She listened, asked clarifying question, set the appointment and provided directions to their location.

When I arrived at the location, it was clean with a fresh scent. It was dust free, with current reading material for customers to browse while waiting. 

The staff members were friendly.  They smiled as they interacted with customers and answered questions knowledgeably.  Even when I was reprimanded for not knowing the model and year of my jeep, they did so in such a friendly way while explaining  the importance of knowing this important information. (I'll do better. I promise).

I was impressed by every single staff member. From the owner to the customer service representatives, to the mechanic staff.

They all spoke appropriate greetings as they entered the office, they were clean and neatly dressed. 

It was great to sit in an environment where staff members were not engaging in inappropriate idle conversation in customer earshot.  

I stood, glancing out of a window that showed the mechanic work areas.  I'm impressed by it's cleanliness. 

I started to wonder why it was taking so long for this diagnostic to be done.  As if reading my mind, the customer service representative shared that it should take an hour but they do a detailed diagnostic which sometimes takes longer.  My vehicle has quite a bit of computerized areas and they want to check them all. She explained that the plus to that is I'd know everything about what's happening with the vehicle once they were done.

Impressed yet again. They observed their clients, they read their clients and provided appropriate information to them.

When the diagnostic was completed, the mechanic came in to discuss it with me.  He took the time to explain what was going on.  It felt like I was in a doctor's office receiving lab results. :-).

As I left the establishment, I smiled.  It's a rare find.  It was obvious that the proprietor knew the brand he wanted to project to the public.  It was clear that his vision & mission was properly communicated to his staff and that the employees believed in them.  It was obvious that the client experience was a priority.  It was clear that the policies were enforced.  One thing was certain, he had the right fit for the roles in his business.

This experience was flawless and fabulous!

Delivering on exceptional customer service does not happen by chance.  It takes deliberate work.  It takes a clearly defined vision, a clearly developed mission, employees who buy in, leaders who monitor, coach and support their teams.  It takes accountability on all levels.  It takes having a guiding sequence of service, service standards, building a strong business brand and a clear process for customer recovery.

If you are a business owner and would like to discuss, create and tweak your customer service strategy, I'd love to help.  I'm passionate about helping businesses build their service brands. 

As a result of working with me, clients share that they'd never even considered some components of the customer service experience as well as how their brand was impacted by it.  By implementing the strategies we create, their service levels increased which resulted in greater customer loyalty as well as higher revenues.

The thing is though, even with the best strategies, having well trained employees is essential to providing great customer experiences. 

To assist with training employees to understand the what's in it for me principle, as well as the helping them to see the staggering costs associated with poor service, how to show concern for customers, how to create a customer friendly environment and how to build relationships with customers that really count, my next customer service training is scheduled for Wednesday October 2nd, 2019.

My goal as a corporate trainer is always quality over quantity.  There are limited seats available for this session.  The maximum registration is 25 participants.  

To register your employees please use the following link:

https://duquesadean.com/index.php/events/event-timeline/coaching-events/customer-service-and-sales-workshop-2

I look forward to helping to build the customer service proficiency of your team as well as helping to raise the customer service brand of your company.

 

Duquesa D. Dean is a Certified Corporate Trainer, Speaker and a Transformation Coach. She is an Associate Trainer with the International Board of Certified Trainers and a certified Coach, Speaker & Trainer with the John Maxwell Team.

Duquesa is the author of three books "Chase Your Dreams", "Sister, Stand Up Again & "Bruised But Not Broken".

To book Duquesa, email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 242-424-6012

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