November, 2008

Greetings!

Welcome to our fall newsletter. The economy may have gray clouds but focusing on our customers' needs can bring renewed loyalty. This newsletter will focus on getting back to basics and smart recruiting during these economic times.

In this issue:

Back to Basics: Holding On and Letting Go
Smart Hiring in an Economic Downturn
Outsourcing and Outplacement Services

Back To Basics: Holding On and Letting Go

"It's time to get back to basics." This phrase was used during uncertain times in a company that I worked for years ago. The phrase really meant that we needed to look at what we were doing, identify inefficiencies and focus on the job at hand which was servicing our customers. We needed to make sure that our locations were ready for business.

The headlines and media reports are creating emotions and eliciting responses I have not experienced in my thirty plus years of professional life. Businesses and people are grappling with questions, such as, "When will it stop?" or "When will it bottom out and what will I be left with?" The Secretary of Treasury on the Today show this month indicated that we need to build trust and confidence.

This is a time, in my view, to get back to basics and ask the tough questions about what we want to hold on to and what we need to let go of, not only in our business operations, but personally. Getting back to basics means that we need to focus on our customer and make sure that they have our trust and confidence by answering these questions:

1. Are we providing superior customer service? When interacting with our customers, are we paying close attention to the words they share, listening for their concerns and trying to understand them? Or are we trying to multi-task and viewing our customers as an interruption?

2. Do we have the products and services that our customers need right now or do we think we know what they need and are adding unnecessary products to our menu?

3. Are we making our services easy for consumers to purchase and access? Are we bundling or grouping products in a such a way that is easy for customers to purchase and use immediately?

4. Do we have effective systems in place for customer feedback? Are we doing things the way we have always done them rather than asking our customers if it is the best way to offer our product or service?

During these times, we need to focus on the basics of serving our customers to meet their needs and build confidence and trust in our services, products and business. Hold on to what is right for your business and be willing to let the rest go. Getting back to basics, in the long run, may be the best for all of us.

Smart Hiring in an Economic Downturn

Every moment and every dollar counts as businesses strive to maximize their resources and income. Rigorous hiring practices in a tight economic market is critical, as the impact of making a wrong hiring decision can lead to significant visible and hidden costs. A wrong hiring decision can lead to increased expenses to train employees and shift workloads if skills and experience are lacking. The real elephant in the room is the toxic and often veiled consequences of a wrong hiring decision which obstructs the flow of teamwork, morale, productivity, potential lost customers and loss profitability.

To maximize your hiring process: 1. Thoroughly and objectively evaluate the position and what competencies, abilities and skills are necessary to succeed in the position. Avoid fitting the person to the job.

2. Avoid the "gut feeling" interview. Establish clear, consistent behavior based and situational interview questions to elicit not only what the candidate did in their past position, but how they did it.

3. Train your interviewers. Inexperienced interviewers can have a tendency to make hiring decisions based on the "likability" of the person. This creates a halo effect and compromises the objectivity of the interview.

4. Do your research on the candidate. Administer skill and assessments that match the criteria you are seeking. Perform a thorough reference and background check. Explore the Internet to see if the person is listed on Facebook or Linkedin.

5. Avoid the desperate hire and control the sense of urgency. Do not compromise the business long term needs with a short term gap. By focusing on these five points and investing in the process, will pay dividends in the long run.

Outsourcing and Outplacement Services

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