Author: Seniye Groff

Social Media as Change Catalyst

Posted on by Seniye Groff

In the December 2012 issue of Talent Management magazine, there was a great article titled, “Social Media as Change Catalyst”.   Its premise is that organizational change can be enhanced by using social media tools.  What is interesting is that in a current project I am working on, I suggested this very thing, but received a lukewarm response.  Why not allow the super users the opportunity to post tips, tricks and key information to begin the conversation about these software enhancements?  Users can post questions, concerns and even their own tips to help everyone learn the new system and processes and quickly and efficiently as possible.

Choo, et al, suggest that social media can enhance change initiatives by:

  • “Sharing experiences across a knowledge network
  • Building a collaborative culture
  •  Creating targeted and timely learning
  • Improving employee engagement.”

It is no secret that employees are faced with a tremendous amount of change in their daily organizational life…new policies, software enhancements, job reductions and management changes all play a significant role in the amount of change and information an employee must take in.  Change is the “new normal” and with that comes creating a shared vision, gaining buy-in and learning the new product or process.  So it makes sense that connecting employees to be able to share experiences and learning will benefit everyone.  Furthermore, it will be easier for management to gauge how the change is being accepted and implemented in the employees’ daily lives.  Even more importantly, are the pitfalls or mishaps that need to be addressed immediately in order to continue to ensure the change takes hold.  Social media tools allow for “real-time exchange of ideas”.

The article suggests that management play a role in the dialogue, too.  Not only should management be active participants, they should be available to dispel incorrect information during the online exchange of ideas and experiences.  Management can also keep the messages focused.  It is no secret that learning needs to be more focused, targeted and learner-driven.  Social media allows those three things to happen by allowing employees to teach and/or get the specific information they are looking for quickly and easily.  Ultimately, social media tools help information to “flow in multiple directions” which alleviates the common issue of little or poor communication during a change initiative.

Read the full article.

 

 

Life and Cake

Posted on by Seniye Groff

With adversity, comes toughness, grit and love.  I know this because I see this where I live and I live on an amazing street.  There is such a sense of community.  The families on my street often get together “just because” or to celebrate holidays like Halloween.  The moms on the block get together with even more regularity.  It is easy to celebrate when times are good.  But what separates people is what they do when times are bad. 

One of the gals on our street is fighting ovarian cancer at the ripe ol’ age of 39.  She has two children aged two and four.  As soon as we heard the details, we banded together and created a menu calendar–meals are being taken care of for months to come.  Neighbors have their kids over and someone even raked their leaves yesterday! 

She turns 40 today, on the day of her second chemo treatment.  I decided a celebration was in order.  No one should “celebrate” their 40th birthday doing chemo so I invited all the moms on the block over for cake and wine last night.  Eleven women showed up and it was heartwarming to see the love and solidarity in the room.  One of my friends (that does not live on the block) offered to bake the cake for the party.  The cake was delicious and paired well with the laughs and conversation.  I believe our fighting friend and neighbor stands a chance of beating this ugly disease because she knows we are all rooting for her…she can do this!  And we will be an even stronger community when she reaches the end of her chemo treatments.

The Evolution of Calpurnia Tate by Jacqueline Kelly

Posted on by Seniye Groff

I read this book upon the urging of my daughter’s fifth grade teacher.  Even though this book is considered a “middle reader”, it really held my interest.  The book centers around the notion of possibility.  Calpurnia forms a relationship with her distant grandfather, who lives with them on their Texas pecan farm.  The year is 1899 and there are certain expectations for a girl at this time in history.  Cal’s grandfather sees himself as a naturalist and introduces Cal to his love of science and observation.  Cal is quickly drawn into her grandfather’s world, but her mother keeps trying to pull her back into the world of “training to be a good wife” by learning how to cook, play the piano and sew.  Cal has other ideas for her future but is uncertain how she will break with her parent’s expectations.  This is a Newberry Honor Book and definitely worth reading.

Red Ridge Farms

Posted on by Seniye Groff

We went to Dundee to stay with Eric’s parents overnight for the Thanksgiving holiday.  Despite the downpour today, I really wanted to go on a little field trip to the gorgeous countryside that surrounds Dundee.  It is amazing how many wineries there are.  I have had my eye on Red Ridge Farms, in particular.  It is Oregon’s first olive grove.  Apparently they have over 13,000 olive trees over 17 acres.   We tasted seven different oils and the lemon-infused was my favorite.  We also tried three different balsamic vinegars; the fig was my favorite and the passionfruit was Eric’s favorite.  Needless to say we picked up a few bottles to take home and a few Christmas gifts, too.  The scenery was stunning and the grounds were beautifully landscaped.  I can only imagine how picturesque it would be during a sunny summer day!  It would be a great place for an event or party, too.  We will definitely go back! 

We then headed over to the quaint town of Carlton for lunch.  There were several tasting rooms and unique lunch spots

 and gift shops.  We had a great field trip today.  It is fun to not let the weather dictate what we did today.  And even though the girls protested being out in the rain, I think they came home pretty satisfied, also.

Blog Inc.

Posted on by Seniye Groff

I am reading the book “Blog Inc.” by Joy Deangdeelert Cho.  This is an awesome resource for the world of blogging.  Cho offers all sorts of wisdom about building a blog centered around your passion and creating community at the same time.  She begins with the basics, moves on to finding your voice and choosing a platform.  She talks about etiquette, making your blog a businees and even how to get published.  She also covers making money from a blog, but repeatedly states that making money from your blog should not be your priority.  Blogging for profit will be transparent; a blog focused on money rather than a passion will turn off readers.  I love how her book includes interviews with other bloggers because you get to read about many different perspectives.  Every blogger showcased reveals how blogging changed their lives.  

So if you don’t have a blog, yet, pick up this book and get inspired…and get blogging!

Powerful Phrases for Effective Customer Service

Posted on by Seniye Groff

Powerful Phrases for Effective Customer Service  should be required reading for anyone working in a customer service role.  Renee Evenson has worked in the customer service management for over 30 years and this book is a compilation of all that knowledge and experience.  Evenson contends that action coupled with the right words will result in successful customer interactions.  Part one of the book covers the various phrases that demonstrate courtesy, rapport, empathy and a host of additional phrases.  The second section of the chapter examines actions that reinforce those phrases.  Part two includes over 30 different scripts for every possible customer interaction-either positive or negative.  Evenson reports each customer scenario with great detail including the customer situation, some identifying behaviors of the customer, a “Do This!” story, a “Why this works” and finally tips on applying the suggested approach.  Evenson also covers 20 different situations when the customer service person commits a gaffe with the customer such as when the customer rep says something tactless.  Evenson’s final chapter encompasses phrases for social media interactions.

Evenson has written an invaluable tool and resource for the customer service provider.  This is a book that you will refer to repeatedly.  Evenson suggests appropriate, effective behaviors that will improve any customer service interaction.  The social media chapter is not as robust as the other content in this book, which is the one improvement I would suggest.  Otherwise, this book is one you will want to keep handy when customer interactions run afoul or you just want to review how you handled a situation.

Customer Service

Posted on by Seniye Groff

Today’s customer service is way too transactional.  Companies expect you to scroll through a bunch of drop down boxes, narrow down your topic and then read through a frequently asked questions page to “resolve” your issue.  Is that really any way to treat a current, future or soon to be past customer?  A company’s revenue stream?  A company’s lifeblood?  I think not.  We are faced with customer service scenarios many times a day…some good impressions but most abysmal.  Yet some companies get it right every time.  How do they do that?  I think the answer is simple but first, let me share a few of my own recent examples.

 My realtor, Morgan Davis, hosts a referral party every year…15 years strong at this point.  This is a party where those that have bought, sold, referred or just because, get invited to an evening event with fun, frolic and good food.  Each year has a different theme..  This year’s theme was cowboy.  Given that Morgan is from Texas, I wonder what took him so long to come up with that theme?!  Nonetheless, he always chooses great venues, usually one that I am not familiar with.   This years was at Urban Pine.  Basically Texas dropped in the middle of eastside Portland!  On arrival, you were given a cowboy hat and vest, if you wanted.  You then caroused over to the open bar.  You were greeted by black-clad servers hauling around, nothing less than Texas toast with pimiento cheese.  The movie, The Good, Bad and Ugly was playing on two TVs, there was a photo booth (so  much fun) and a fabulous buffet.  Then a comedic skit was done and finally Morgan thanked everyone and recognized two separate people for their outstanding efforts on his behalf.  All in all a great night, that definitely solidifies that Morgan VALUES his customers.

 This party is on top of what he regularly does such as monthly perks, a referral guide and he  even stepped in when he recommended a contractor to me that failed miserably.  Morgan found another contractor and then paid for that portion of the project!!!  Wow!!

 Let’s now flip to the not so good side.  I recently upgraded my phone with Verizon.  I have been a customer for 10 years.  I spent an hour on the phone with the customer service rep.  Got my phone, loved it.  Part deux…I receive my bill and low and behold it is completely different from what she told me it would be.  When I called customer service and spent ANOTHER hour on the phone, he basically told me that the previous rep had misinformed me and he was sorry, but this is what it was.  Can we say DECEPTION!  I requested a supervisor and was told he would call me within 24 hours…can you guess it…no call yet….  Is that really how you want to treat a customer of 10 years that you are making money from each month???  Hmm, makes you wonder.

 So what can companies do to address this abysmal trend of lousy service?  Like most things, it comes from the top and needs to be pervasive in everything the company does…look at Zappos for example….the website, the policies and the interactions with the customer service reps, all scream, YOU, the CUSTOMER, are the most important thing.  But you don’t have to be big like Zappos to offer great customer service..  As a matter of fact, smile at your co-worker, offer to get something done for them and you have just provided great service.  It really is pretty simple.  But until most companies learn this, hats off to you, Morgan Davis and team and the few other companies that really get how important customer service really is.