Bob Furniss

We All Need a Friend at a Time Like This

comments 1 comments  |  3856 reads

It has been one of those weeks for me where work has just not seemed that important – where the normal “to-do list” seemed to not have the same urgency…

Have you found yourself asking a lot of questions about the world we live in? Do you know a college kid living on a campus somewhere that you called up to see if they were OK? I know I made several calls to my kids in college just to talk about life and make sure they knew that I loved them.

Yet, as I listened to the news about the shootings at Virginia Tech, I could not help but think that we can learn from the situation. I am sure you have asked the same questions I have asked, “What could cause so much evil in the heart of a human?” Yet, as I read through the words that the killer wrote, it just seemed that he was so lonely – so sad.

While I hope that no one that I know - or that you know - would ever be as psychotic as the killer, I do believe that we come into contact every day with people that are lonely. I recently read an article in USA Today about recent research that shows that the current generation reports that they have less “close friends” than past generations. Even with all of the technology and the online social spaces like MySpace and Facebook, the current generation lacks close relationships.

It is basic human need to connect with others. While the work or management relationship should not replace an employee’s personal relationships, I do believe we need to recognize that people spend more time at the workplace than at any other place in their life. How much more productive and positive would the workplace be if there is someone at the office that qualifies as a friend?

Ask yourself these questions, “Is there someone at your office that needs a positive word of encouragement?” “What do you know about each of your team members?” What positive words can you say today to another human being that might just be what they need to feel better about themselves?”

I am still trying to figure out this week….


Bob Furniss

For almost 3 years Bob Furniss’ career has focused on improving customer experiences. As President of Touchpoint Associates, he provides strategic consulting and leadership workshops to help companies realign employee culture and focus. Follow him on Twitter
3
Average: 3 (2 votes)
 

1 comments »

Bob Furniss

Bob Furniss

Confronting Troubled Employees

In this blog I did not include insight into the importance of having a policy for dealing with troubled employees. The Wall Street Journal yesterday had a great article about the need for companies to have a clear program for reporting employee issues.

Carol Hymowitz reported that Carmelina Procaccini, VP at Pegasystems, tells managers at every rank to watch for "warning signs" of disturbed and potentially violent employees. Angry outbursts, abusive language and intimidating threats to others "must be taken seriously."

Here are some great questions to ask:

At your next meeting, ask your management team if there are any employees whose behavior has suddenly changed.

Is there anyone that is going through hard times that might affect their behavior?

Does your company have a policy in place that clearly outlines your support for employees reporting issues.

What would your human resources do today if one employee reported issuew with another in your call center or organization?

Post new comment

The content of this field is kept private and will not be shown publicly.
CAPTCHA

No spam permitted! Moderator reviews ALL content before publication to ensure compliance with the CustomerThink terms of use.

To block automated spam submissions, please answer this question.

Image CAPTCHA
Enter the characters shown in the image.

MarketPlace

Drive customer loyalty, empower support teams, and reduce costs. Get social.

[Feb 22] Guest speakers from Forrester Research, Allscripts, and CustomerThink will discuss market trends and research on social customer service strategies, as well as proven tactics from the trenches. Join the live webcast on Feb 22 at 10am Pacific (1pm EST).

Global Customer Experience Management (CEM) Certification Program

[March 13-14, Paris] An internationally recognized program with proven track record of success - being run for 33 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

10 Steps to a Single Customer View

Linking customer data across department databases and business units improves business intelligence, customer profiling, and customer management. This paper outlines 10 steps to improve the quality of customer contact data, including physical mail, email, and telephone information.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

Strategic Roadmap for Digital Marketing

Free e-book (no reg required). 15 articles by digital marketing thought leaders.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.