Category Archives: Employability

Customer Service, Employability, Employability Skills, Leaders, Leadership, OTM Service Strategy, Service Excellence

OTM Service Strategy TM

Over many years we have experimented and developed our own model for service excellence. Our model includes six re-enforcing elements. Like any re-enforcing model, when performed correctly the model creates a virtuous cycle (things get better and better).

On the flip side, if any of the elements are missing or not performed correctly, the model generates a vicious cycle, that is things get worse and worse.

The six elements of our model include Understanding Expectations, Service Standards, Develop & Recruit, Listen, Measure & Respond and Recognise, Reward & Celebrate. Each element includes a series of sub-elements, the contents of which provide the detail for implementing each of the six core elements.

At the highest level the model itself is a story.

In order to best serve your customers you need to understand their expectations. Once their expectations are understood the organisation can create appropriate service standards that will give the organisations the best possible chance to meet and/or exceed the expectations of its customers.

Existing staff need to be developed so that they have the capacity to meet/exceed customer expectations and the organisations recruitment processes musty give it the best possible chance to attract appropriate people to the organisation.

Everyone must listen. Management need to listen to staff, staff to management, everyone to their stakeholders, colleague to colleague, department to department and everyone to their customers.

The organisation must then be able to measure how it is performing against its service standards and be able to swiftly respond if it discovers that it is off course.

Finally, the organisation as a whole must be excellent at recognising, rewarding and celebrating great service. A culture that celebrates great service will re-enforce the importance of understanding expectations and the cycle continues.

The OTM Service Strategy is supported by a 50 point assessment tool that can be used to asses an organisation’s current practice of service excellence.

Please feel free to comment on this article or to share your approach to providing service excellence on a consistent basis.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
career, Employability, Employability Skills, Leaders, Leadership, Professionals, Servant Leadership, What Really Matters For Young Professionals

Are you prepared to be vulnerable?

Over the past few weeks I have conducted a number of teamwork programs. One of the activities that I enjoy facilitating is asking the participants to form small groups and to identify the characteristics of the effective and ineffective teams of which they have been members.

Examples can from from any team experience and I encourage participants to broader their thinking about their definition of a ‘team’. Some examples of this definition include:

  • A workplace
  • A family
  • A university study group
  • A sporting team
  • A community group
  • Travelling with friends or family

After providing the participants with enough time to share their stories, I collect the results.

An interesting characteristic that always comes up for effective teams is trust. Similarly, a lack of trust is always raised as a characteristic of ineffective teams.

Trust. Easy to say. Hard to give.

Why? It is my view that trust involves a willingness to be vulnerable. In a team concept, to trust your team members means that you have faith that they will do what they say they will do to the best of their ability. When I ask program participants to describe what it was like to be trusted, they say things like:

“He never looked over my shoulder. Even though it was the first time I was doing this task, he asked if I needed any further help and I said that I didn’t. He told me that I could contact him at any stage if my circumstances changed. If I were him I’m not sure that I could have trusted me like he did. And that was special. I think I actually did the job better because I was trusted. I found it really motivating.”

“She was the leader, there was no question about that. But when we allocated tasks and she was clear that we understood what needed to be done, she let us ‘go for it’. Her door was always open and we knew that, and from time to time we would go to her for assistance, either physically or via email or on the phone. She was always available when we needed her. But she never, ever behaved like she didn’t trust us. It never felt like she was looking over our shoulder making sure we did it exactly how she would. And this was an important project. And we knew that, and we respected that. That’s why we created such a wonderful result. We were a real team and she trusted us!”

You can’t fake trust. It is either genuine, or it isn’t. In today’s complex world it is nearly impossible to ‘go it alone’. Leaders have to trust their team members to do their job, even if the leader could do parts of the job ‘better’ on their own.

To trust, however, requires the leader to be okay with being vulnerable. Trust can’t be broken if it isn’t given. So, by nature genuinely trusting someone means that you are prepared for the possibility that they might break your trust, which in turn makes you vulnerable.

In our world of accountability and responsibility, trust can become very hard to ‘give’. If I’m the leader, the ‘buck stops with me.’ If this project fails, then it’s my fault. It’s complex, isn’t it.

I doubt there is any golden rule with regard to trust. I am a trusting person, but I am not prepared to trust ‘just anyone’. I use all my ‘three brains’ (I’ll explain what that term means in a future blog) to determine whether I will trust someone or not.

Each time I trust someone I am conscious of the choice that I have just made. Trust is behavioural, so saying, “I trust you” means nothing, if (in a work example) all I do is look over your shoulder every step of the way. Being prepared to be vulnerable is a tension leaders have to grapple with.

Are you prepared top be vulnerable?

What are your experiences of trust both as a team member and as a leader?

How have you managed the ‘vulnerability’ tension?

The chances are that if trust is not present then high performance will be a long way away. So what is the bigger risk, the preparedness to be vulnerable or the preparedness to under-perform?

Please share your experiences, thoughts and comments.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
Employability, Leaders, Leadership, Leadership Insights Series, Marcus Pitt, Webinar

Leadership Insights Series – Marcus Pitt, President Director (CEO) of SOHO Group

In the first of our ‘Leadership Insights: Ask successful leaders what really works’ Series, Gary Ryan will interview Marcus Pitt, President Director at the US$1B turnover SOHO Group. The SOHO Group is an Indonesian based pharmaceutical manufacturer and distributor.

Marcus became President Director of the SOHO Group at the age of 37. Three years prior he was working as the Strategy and Business Development Manager for a subsidiary at Monash University in Melbourne, Australia. The progress of his career is quite a remarkable story.

In this 30 minute webinar you will learn about Marcus’ practices that enabled him to rise to his current position at a relatively young age. You will also learn about how Marcus has managed the challenges of such an important role and you will have opportunities to ask him questions.

Seats are limited for this exclusive webinar, so register now!

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
career, ebook, Employability, Employability Skills, What Matters, Young Professionals

Free ebook – What Really Matters! Volume 2, Number 2, 2010

My 6th ebook, What Really Matters! Volume 2, Number 2, 2010 has just been released.

The focus of this ebook is personal and professional development.

Lessons include:

  • Why maintaining your integrity in business is important
  • Why service excellence is important and how to provide it
  • How to motivate your team members
  • Identifying and understanding service gaps
  • How team talk aids in performance
  • and much more!

Developing the skills outlined in this book will enhance your employability.

You can access the ebook and other free resources here.

Please share any thoughts that you have regarding the topics that should be included in the next ebook in this series, due for release on October 2010.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
Employability, Employability Skills, Graduate-Students, Leaders, Leadership, students, Team, Teamwork

Free Group-Work Course for University Students

Many university students have recently re-commenced their studies. In this context this short online course (that includes no homework!) is perfect timing to ensure that you make the most of this semester.

Students report that university group-work is one of their most dreaded experiences at university. Yet employers highly value university group-work because it is where students have to learn how to work with different people, just like in the ‘real world’.

This free two week introductory course will ensure that you give your university groups the best chance to achieve the success you desire. You will also learn how to ask some critical questions that will help your team to be successful. These questions are not unique to student groups – which is why they are so useful to master while you are a student!

Click here for more information.

Please share your experiences of putting the lessons from the course into practice.

This course includes access to a free ebook titled Teamwork For University Students.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
Customer Service, Employability, Employability Skills, Leaders, Professionals, Service Excellence, What Really Matters For Young Professionals

Discover the five service ‘gaps’

Parasuraman, Zeithaml & Berry introduced the SERVQUAL framework in 1985. It is essentially a process that describes five potential service gaps that organisations should minimise if they want to be known for consistently delivering service excellence. Minimising each gap contributes to an organisation’s capacity to meet or exceed the expectations of its customers.

The gaps are described below with an examples provided to help you to understand what each gap ‘looks like’.

Gap 1 The Management Perception Gap
A gap can exist between managements understanding of customer expectations and the actual expectations of customers. If management get this wrong, everything else they do will be wrong and the service gap is likely to grow exponentially. Organisations must do everything in their power to minimise the chances that Gap 1 exists.

Example
Cocac Cola has dominated the soda drink market for decades. yet, in the early 1980s Coca-Cola decided to introduce ‘New Coke’ (some of you will remember, many of you won’t.) The tatse for ‘New Coke’ was supposed to be a modern taste that the ‘consumers wanted.’ Nothing could have been further from the truth. Coke sales plummetted. Management had clearly misunderstood their market and had made a series of poor decisions as a result of their misunderstanding.

If you create Gap 1 then everything else you do as an organisation will take you further away from providing what your customers want. It is for this reason that Jack Welch, former CEO of GE said:

Quote
“Service. If you haven’t got it, don’t even bother getting out of bed if you want to be a senior leader. It’s such an entry level requirement it isn’t even worth talking about it.” (Jack Welch, ex GE CEO)

Gap 2 The Quality Service Standards Gap
It is one thing to be able to understand the expectations of those you serve. A gap can then emerge if your translation of those expectations into service standards is inaccurate. Service standards are effectively the systems and processes that you put into place to ensure that you can consistently meet the expectations of your customers. This is very easy to get wrong and requires a high understanding of the expectations of your customers, as well as a high level of understanding of how your organisations works if you are to minimise this gap.

Example
An example of Gap 2 in action is provided by a quote from a research participant. The person was a fitness centre manager. In this example, niotice how it connects to the concept of Structure Drives Behaviour.

Quote (Research participant)
The members said that they wanted the gymnasium to open at 6am. So I employed the staff to start their shift at 6am. The members were still not happy. I was confused. When I asked them again why they weren’t happy they said, “We told you that we wanted the gym open at 6am, not ‘opening’ at 6am. There’s a difference!” Finally I understood. The staff would be paid to start at 5:45am so that the gym would be truly open as had been requested. I had been wrong. I had misinterpreted the expectations of the members.

Gap 3 The Service Delivery Gap
After all the systems and processes have been created, both the automated and human elements of the system must do what they are supposed to do. System errors or breakdowns and humans not doing what they are supposed to do can create immediate service gaps. No system or human is perfect or infallible. As such your organisation must consider what it will do if a Service Delivery Gap does occur.

Example
A retail operation requires staff to work from a start time to a finish time. Usually there will be a staff member who is responsible for opening the retail outlet at a certain time. If that staff member is late then the retail outlet may not be open when customers expect it to be open. In this example, human error is responsible for creating a service gap.

Quote (Research participant)
Ultimately your staff have to do the right thing. It’s important to have the best systems and processes that you can, but ultimately your staff have to do the right thing. They have to properly implement what they are supposed to do.

Gap 4 The Market Communication Gap
If you say that you will respond to online customer feedback within 24 hours and you consistently take 48 hours to do it, then you have created a Market Communication Gap.

Example
The local barber who cuts my hair has two signs out the front of his barber’s shop. One sign says that the shop will be open at 8:30am. The second says 8:45am. The barber is rarely there before 9am. He has no idea how many people have looked in his window when he wasn’t open when he advertised that he would be. My expectations are consistently not met. One day a new barber will move into an empty shop in the shopping strip. What do you think I will do?

Quote
Sorry mate. I know that I said sorry the last couple of times but my car broke down and I had to wait for my wife. Sorry mate.

Gap 5 The Perceived Service Quality Gap
The final gap is the perceived service quality that the customer has of their total experience in relation to their original expectation of the product or service. Ideally there is no gap here or, if there is a gap, it is in the context that the perceived service level is higher than original expectations. Unfortunately, the four previous gaps can create a significant negative gap at Gap 5.

Examples
I describe this gap like this because service providers are often unaware that this gap exists. As such they don’t do anything to close this gap. This leaves them exposed to a competitior or new service provider from appearing to ‘steal’ their customers ‘overnight’. The reality is that their customers were simply waiting for a better alternative to ‘pop up’, so when it did they ‘defected’ as quickly as they could. Do you think my barber (Gap 4 above) is at risk of this occuring?

A similar gap can exist for internal service providers. I am aware of teams of internal staff who have failed to provide high service standards to others within their organisation. When their service has been ‘outsourced’ those staff and team members have become indignant. “How dare they outsource our department!”. Yet they had not been prepared to ‘see’ other staff as their ‘customers’ and treat them accordingly.

Quote (Research participant)
You know they don’t really have to do all that much. If they just met my expectations I’d be happy. But they really don’t seem to care. And as soon as I get a chance to go somewhere else I will. And they won’t even know what happened to me. It’s a shame, really. It doesn’t have to be that way.

Your challenge is to be aware of these five gaps and to be pro-active in managing them. This is a never-ending activity because customer expectations can change ‘overnight’.

Please share your experiences with relation to how you have managed the five service gaps.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
Communication, Employability, Employability Skills, Gen Y, Leaders, listening, Professionals, Young Professionals

Do you listen ‘…with your answer running’?

Last night I was facilitating a workshop for mentors for Monash University, Australia’s largest university. Throughout the workshop the participants had been holding a conversation regarding the importance of listening. One participant suggested that if you listen, “…while your answer is running in your head, then you are not listening at all.”

I had never heard this description for not listening and it struck me a s a clear example of what really does go on when people are supposed to be listening.

Often people are simply waiting for the other person to stop speaking so that they can ‘take their turn’ and now say what they have been preparing to say. Recently I facilitated a development half day for an executive team and one of the activities that I facilitated was called Turning Points. In that activity participants share significant events in their lives that, if they had not occurred the person believes that they would not be in the physical room on that day; they would be somewhere else in the world because their life would have travelled a different path.

Due to the personal nature of the stories I ask the participants to, “Do whatever it takes to listen with one hundred percent attention”. After people have shared their stories we then talk about the quality of listening that was occurring throughout the conversation.

Participants commonly report that they couldn’t believe how much they ‘heard’. When asked why they heard so much, the regular reply is, “I wanted to hear what they had to say. I wanted to give them my full attention. I didn’t have any opinions about what they were saying so it made it easier to listen”.

I then ask team members if the quality of listening that they just experienced is regularly present in their team meetings. “Rarely, if ever” is the normal response.

Listening is regularly listed as one of the most important characteristics of effective leaders. So how do you listen with 100 percent attention when you do have an opinion about what the other person is saying?

A couple of techniques to consider are to consciously make the choice to listen to someone. You might even say to yourself, “I am going to listen to this person with one hundred percent attention.” Choosing to listen to someone from the perspective of trying to understand fully what they are saying is a powerful way to enhance your listening. It re-enforces that your own opinion is not worth saying of even fully formulating until you have understood the other person to the best of your ability.

Statements such as, “What I think you just said was…” are ways of checking your understanding.

Listening is not easy. In fact my view is that it is the most difficult of all the skills of effective leadership. yet it is also a critical skill to master. So it is worth making the effort to:

  1. Make the conscious choice to listen; and
  2. Listen first to understand.

What practical tactics to you use to enhance the quality of your listening, particularly when you are in team meetings and you do have strong views about the topic?

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
ebook, Employability, Employability Skills, Graduate-Students, Professionals, students, Young Professionals

What Really Matters! Volume 2, No 1, 2010 ebook

What Really Matters! Volume 2, Number 1, 2010 is now available to be downloaded as a gift to you.

This ebook is a collection of selected articles from January 1st 2010 through to March 31st 2010.

I am confident that you will enjoy it and find it to be a useful resource for quickly accessing articles for your personal & professional development.

Please feel free to provide any feedback about the ebook.

You can download the free ebook here.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
Book, Employability, Gen Y, Generation Y, What Really Matters For Young Professionals

An interview with Gary Ryan, author of What Really Matters For Young Professionals!

Expertly interviewed by Dr Andrew O’Brien, Gary Ryan provides the background to the book and explains the key concepts that the book addresses.

For your convenience the interview has been split into small parts.

* What was the background to the book being created?

* What are ‘Employability Skills’?

* What is the background to the title of the book and who are Young Professionals?

* How can Young Professionals and the more senior staff they work with connect with you?

* How would you summarise the book?

* Why did you develop the Online Course?

* How might Young Professionals fund the Online Course?

For more information on the ebook and Online Course please follow this link.

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com