Category Archives: Young Professionals

Great service comes in many forms

Service is not just a traditional retail experience. Examples of service include the willingness to allow direct reports to make mistakes so that they can learn (even though you could have done the task faster and to a higher quality yourself). Cleaning up after yourself in the lunch room. Picking up rubbish in the foyer and placing it in the bin. Letting others go first through a doorway. Offering your seat to someone not as healthy as yourself when riding public transport. Listening to a colleague when they just need another human’s ear. These are all simple examples of service. Service can be everywhere and it can be nowhere. How present is service in your life?

Quote from a participant in one of our research programs.
I’ve experienced great service from my parents, from the local convenience store and the volunteers working at the drink stations in the running events that I participate in. I’ve also received great service from high class hotels. Great service is everywhere, if you’re prepared to see it!

Please feel free to add a comment to this article.

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

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

Great service connects customers to your busines

Service quality pioneers Zeithaml, Berry and Parasuraman (1985) identified that service quality, reduced service problems and the capacity to promptly and appropriately resolve problems when they arise are significant factors that enhance customer retention, loyalty and referrals.

The challenge here is to do these three core service activities in a cost effective manner that either meets or exceeds the real expectations of the customer. As you will read in another article this does not mean providing a ‘5 Star’ level of service when the customer is expecting a ‘2 Star’ level. It means what it says – providing the level of service expected by the customer at a fair exchange for that service.

Think about it. You are already a potential expert on good service.

“What, I’m an expert?” you might say.

A potential expert.

You spend an enormous amount of your time as a customer, whether in a retail or hospitality context, or as a customer of other colleagues while at work. You know when you receive good service, just as you know when you receive bad service. You know what good service ‘feels like’. Therefore, you also know what poor service feels like. It then follows that good service that helps people to feel good helps them to stay connected to the organisation.

Please feel free to comment on this article.

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

What are the fundamentals in your business that you just cannot afford to get wrong?

I have spent the last couple of days in hospital having had my appendix removed. My experience of the hospital was fantastic with a high level of care shown by all the staff with whom I came into contact.

Last evening I witnessed an event that displayed integrity and courage, while also highlighting that serious mistakes can be made even in a well run hospital.

At about 8:30pm a senior nurse came in to speak with an elderly gentleman with whom I was sharing my ward. She informed him that he had been given someone else’s medicine an hour earlier. She told him that she had checked with his doctor and that there weren’t any issues regarding side effects with the incorrect medicines that he had taken. She also apologised profusely for the error.

From my perspective the nurse showed courage and integrity by admitting the mistake, initiative by checking with the patient’s doctor before informing him of the mistake and she also provided a genuine apology.

This experience got me thinking. In a hospital it would seem that giving the wrong medicine to the wrong patient is a fundamental error that shouldn’t occur. It would appear that human error was involved. Six Sigma was a system that was introduced at Motorola as a way of creating a culture that minimises such fundamental mistakes. Six Sigma officially translates to 3.4 mistakes every 1 million efforts. I’d like to think that, at the hospital where I have just spent the last few days, the mistake that I experienced was one of the 3.4 in one million!

So, the question for you is, “What are the fundamental errors that you should be minimising? What systems do you have in place to ensure that human error is minimised?” Even a short stay in hospital can provide opportunities for reflection and improvement. I’m certainly reviewing our systems and processes in the context of this experience.

Please feel free to comment on this article.

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

If ‘Everybody’s doing it’ does that make it okay?

The revelations of the systematic cheating by the Melbourne Storm Rugby League Club raises issues that extend far beyond Rugby League and the club itself. Assuming that the reported statement by the Melbourne Storm Chairman Dr Rob Moodie that Brian Waldron, the accused architect of the cheating strategy, told him that he had done what he had done because, “Everybody’s doing it!” is accurate, it raises an issue for all of us. (Please keep in mind that at the point in time of writing this article there is no evidence that Brian Waldron’s statement that everybody else is doing it is accurate.)

As appalling an excuse as this excuse sounds, my view is that many people do use this excuse for their behaviour. Whether it be taking illegal drugs, drinking too much alcohol, backstabbing another person behind their back, not telling your manager or direct reports the truth, people claim that their behaviour is okay because other people are doing it.

To me, leadership starts with yourself. If you can’t lead yourself, then you are going to struggle to lead other people. As we have seen with Brian Waldron many people would have considered him successful up until Thursday afternoon. After all he had guided the Melbourne Storm through a period of apparent on-field and off-field success. This story highlights that there are consequences for not taking a stand for doing what is right. It may be true that if Melbourne Storm had played according to the rules then they may not have won their (now lost) premierships. We will never know. We do know that their brand has been damaged and two major sponsors have already cancelled their arrangements with the club due to the clash of values that has come to the surface as a result of this exposure. If you have ever wondered whether there is a financial cost for lacking integrity in business, here is your proof!

This is why I always laugh when people talk about developing the ‘soft skills’ of management. To me, the so called ‘soft skills’, which include acting with integrity, are the hardest skills to master, which is why so many people struggle to properly develop them. The term ‘soft’ somehow suggests that they are easy. Nothing could be farther from the truth.

To me leadership starts with doing what is right from a personal point of view. This means that many people will never know when you have shown true leadership, because the vast amount of leadership takes place when no one is looking. I suspect that there are a lot of good people at the Melbourne Storm who possess high integrity. While this must be an extraordinarily difficult time for them I suspect that many will stay to rebuild the club’s integrity. In many ways, providing the people running the club at all levels honestly embrace the opportunity that they have before them, they could use this terrible event to create an organisation of the highest order. On many levels I hope that they can.

The final message for each of us from this story is to challenge ourselves not to do any behaviour just because we believe that other people are doing it. If our moral compass tells us that something is wrong, then we should listen and take action that is guided by that compass. It is far better to be able to look in the mirror and be happy with the quality of the person staring back at you, rather than seeing a smug person who is hoping they never get caught for doing what they know is wrong.

Please feel free to comment on this article.

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

Storm Damage – Why leading with integrity matters

While this article focusses upon the revelations of the systematic cheating by administrators within the Melbourne Storm Rugby League Club, the article is about organisational leadership and not sport.

The Melbourne Storm is a multi-million dollar business. It is in the business of elite-sport, television and entertainment. The deception not just a sporting deception, it is a business deception and legal investigations may result in charges being laid. Time will tell.
Today many thousands of people will wake up feeling betrayed and disgusted by the behaviour of a small number of people. Michelle Hunt from www.dreammakers.org suggests that leadership involves a serious meddling in other people’s lives. Many people will have their reputations tarnished simply because they work for the Melbourne Storm. If that doesn’t highlight the serious impact that poor leadership can have on other people, then I’m not sure what does!
On the morning of Thursday 22nd April 2010 I was compelled to add a comment to an article posted on the The Age website. I was unaware of the Melbourne Storm issue that was to unfold later in the day. The article was titled, “Congratulations you’re a manager….now what?“. I was drawn to the article because it mentioned a series of tips for first time managers. However, one of the sentences in the article’s introduction caused me some concern. The sentence was, “Is honesty always the best policy when managing up?”. I thought to myself, “Why wouldn’t it be?”. If you are honest when managing up and you got into trouble for that, then my view is your organisation is not worthy of your commitment and you have a choice to make.
The ‘war for talent’ still exists so if you have a strong and clear sense of your values and a good work ethic, then my view is that you have choice regarding where you work. Working for organisations that aren’t worthy of you commitment is therefore a choice.

To me preparation to become a leader starts well before a formal leadership role in an organisation is offered to you. It starts with becoming clear about your values and practicing them every day in all your life’s roles. Vision without an understanding of your values can lead to behaviour, such as systematic cheating, that is inconsistent with the vision. I don’t know the motives of the senior Melbourne Storm administrators for their behaviour. I do know that conscious development and mastery of your personal values takes time and is important for people to have mastery of their values before they commence formal leadership roles. It is my view that not enough people are clear about their values and how they are reflected in their behaviour at work. Are you clear about yours?

Please feel free to comment on this article.

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

Report Indicates That Gen Y Now More Loyal

A recent report published on the CIO website indicated the Gen Y are now more loyal to their employer than they have ever been. For a number of years I have been arguing that Gen Y are not as different as the older generations like to claim that they are. I’m not suggesting that as a generation they aren’t different, what I am suggesting is that the degree of difference is not as high as some have been arguing.

For many years I was laughed at for suggesting that the apparent ‘lack of loyalty’ by Gen Y was more driven by a booming economy than anything else. Gen Y when new in the workforce are able to exercise their right to change employers if the employer’s promises didn’t match the reality of organisational life. Many of the rest of us would love to have had that freedom of mind to take the same action. The reality is that for many of the older generations, they choose to put up with poor cultures and organisations because of their life stage – many married with children and large mortgages. (I, for one took the “I’m creating my own path” choice and with my business partner Andrew I am loving that choice!)

It is little wonder, therefore that when the economy has changed Gen Y, when asked if they plan to stay or go have responded with a resounding increase in, “I plan to stay!” Gen Y aren’t stupid. There’s no point being ‘mobile’ in your career if there isn’t anywhere to go!

My hope is that Gen Y don’t lose their intolerance for organisations not matching what they say. I have experienced too many people in the older generations who wish that their organisation’s culture was better than it is. But many of these people stay in those organisations for fear of not getting another opportunity elsewhere. Unfortunately this means that the organisations don’t change like they should.

Gen Y may have a serious impact on organisational cultures over time because they may make them more accountable. While there is good reason to celebrate the reported increase in Gen Y ‘loyalty’ my hope and belief is that they are just plain smart and they’ll be loyal while they are shown loyalty themselves. I also believe that they will continue to take responsibility for themselves and their career development far more than previous generations. Such action comes with being ’employably mobile’.

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

What Really Matters For Young Professionals – How to get started with two practices to accelerate your career! FREE ebook SAMPLE

Check out this FREE ebook:

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

What Really Matters For Young Professionals Free ebook

Check out this Free ebook for Young Professionals! It includes two great strategies to enhance your employability and the speed of your career advancement:

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

10 Ways To Get Fired For Building Your Personal Brand

It seems that as social networking continues to grow at an exponential rate, the mistakes that people are making in the way that they use social network sites are also increasing exponentially. It seems that many people forget that when they post something, anything to a social networking site it becomes public property. I must admit that the photos that I have seen on various people’s Facebook sites have caused me to shudder – what are they thinking?

It isn’t hard for a prospective employer to go into Facebook, LinkedIn, Twitter etc. and do a search on you. If you think that your public content on those sites won’t affect your job prospects, think again!

The linked blog by Dan Schawbel titled ‘10 Ways To Get Fired For Building Your Personal Brand‘ is very powerful (warning – there are one or two swear words included in this particular article included in examples from some inappropriate use of social networking sites) and is worth the read.

It is critical to remember to constantly ask yourself, “What message is my social network contributions sending to people who do not know me?”. Without realising it, your tweets, photos and blogs could be sending the message that all your care about is socialising and doing anything but work. Is that really a public profile that you want to create?

The final message in the attached article asks us all to think before publishing material on social network sites. It is good advice!

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