Monthly Archives: June 2013

Don’t Let a Colleague Get You Down

Red Sox fans will recall a talented baseball player called Manny Ramirez who could hit the cover off the ball and win the big games. They’ll also recall how Manny pulled antics that drove us nuts and almost got him traded. The phrase “Manny being Manny” lost its allure after awhile and even his teammates grew fed up with his jogging to first base instead of running out a ground ball.

I saw Manny as a detriment to my beloved Red Sox—not worth the hits he produced and home runs that seemed to come at the right time. He was bad for the team’s morale, in my mind. How could he not be? I honestly wouldn’t want to play with him no matter how outstanding he was. Although only a few of his teammates spoke poorly about him, I’ll bet many others thought he was bad for company morale.

At a previous company I worked with someone who was bad for company morale. I’ll call him Ted (not to be confused with the great Ted Williams). When I met Ted, I tried befriending him, despite his crude behavior and total indifference for the job. I joked with him at lunch and listen to his incessant stories about things unrelated to work. “No wait, Bob, there’s a point to my story,” he would say as I was backpedaling.

At first he seemed like a pleasant man, despite his overtly loquaciousness, but I soon came to see him for who he really was, a saboteur. (In all fairness, I don’t know if he realized what he was doing to me and others.)

At times I would come to him during lunch to discuss an issue of a customer he and I shared in common. In response he would tell me that he never talked business at lunch. I’d have to wait before we could talk about our customer. “No seriously, Ted,” I told him. “I want to run something by you.”

“No seriously, Bob,” he would say, concentrating on his sandwich, “I’m eating. I don’t talk business during lunch.” At first I thought he was joking; I only needed a few seconds of his precious time.

Ted was also a clock watcher; he was someone who came in a minute before work started and left a minute before work ended. None of this went unnoticed by the entire staff; they would merely shake their heads in resignation. But he didn’t care. It was as if he were mocking those of us who were trying to work hard. He more than once asked me why I was still at work half an hour after the “official” quitting time, and acted as if I were breaking a rule.

One time I saw one of Ted’s customers sitting in his office alone, hands between his knees and looking around anxiously waiting. I asked the customer where Ted was. He said Ted was smoking a cigarette and had told him to wait five minutes. The customer shook his head, as if he knew Ted had given up on the job. This customer was perceptive.

Ted’s attendance at company meetings epitomized the total disregard he had for work. He would come in late, often moaning and rolling his eyes, and frequently leave to visit the restroom. I considered that he was ill because he looked and sounded like a 100-year-old man; but it so happened that meetings were the only time he arrived late and left often. He just didn’t like meetings, I guess.

The advice we always give people when they’re in the presence of someone like Ted is to disengage and avoid contact. Rather, surround yourself with positive colleagues who inspire you and want to work in a cooperative environment.

This is precisely what I did after months of trying to be a supportive colleague to Ted. I felt more alive and less stressed when I avoided this guy. When I saw him in the hallways, I would duck into another room, or I would simply ignore him. Or if I needed information, I would try to seek it from someone other than him.

As Ted would count down the days till retirement, I would secretly count them as well. When 65 days were left, they couldn’t come too soon. “How many days left, Ted?” I asked in an expectant tone.

“Sixty,” he said. “I can’t wait.”

I couldn’t wait either. I was five days off and floating on air.

The sad thing about finally seeing Ted go was that he was a humorous man. He often provided me with wisdom and worldly advice. He loved to talk about fishing while floating on a lake in his canoe. One of his missions in life was to study all religions and become an expert on them. I don’t doubt he can do it. Ted coached youth lacrosse and talked about his laidback coaching style, smiling as he spoke of his players. There were many endearing qualities to Ted. But they were overshadowed by his total distain for work.

Something had gone wrong, something in his past life he was reluctant to discuss with me. I think we have an easier time accepting poor behavior when we know the reasons for it. So maybe I would have had an easier time accepting Ted for who he was if I knew what was wrong. Others accepted him, but they also kept their distance. They, like me, knew what kind of bad affect he had on those around him. No one hears from Ted because he wants it that way.

I’m not sad that Ted is gone, even as I remember the things I liked about him. I just hope he finds peace where he goes. I also hope that people who inexplicably hate work know when it’s time to jump ship and seek a more amiable work environment.

The word “innovative”; is it a crime to have it on your résumé?

Innovation

Innovation (Photo credit: masondan)

Did you know the word “innovative” is a cliché? According to some job search pundits it is. It made some notorious list that circulated on the blogosphere. TheFreeDictionary.com defines a cliché as “a trite or overused expression or idea.” If “innovative” has become overused, than it is by definition a cliché, but could it be called trite?

I have to admit that I’ve been telling my jobseekers to keep “innovative” and other adjectives off their résumé and out of their vocabulary, as they are subjective–it’s better to show than tell how you’re innovative. In fact, I wrote an article bemoaning the use of words that are considered clichés, some good words at that. So it appears I’m contradicting myself, but this wouldn’t be a first.

But I had an epiphany when I was talking on the phone with a customer whose résumé I’m writing. As I was going over her résumé pointing out some of her accomplishments, I told her she is innovative, at which she agreed with great delight that, yes, she is. To get her to realize this made the word “innovative” special, not a cliché.

I once described myself as innovative but when I read that it was one of the 10 clichés to avoid on your LinkedIn profile, I stopped writing and saying that I’m innovative. After all, it’s a cliché, right? This was like the time my brother said Miso soup tastes like low tide. His expert opinion ruined the soup forever for me.

I just sent my customer her résumé with the adjective “innovative” included in the professional profile, and I didn’t feel the least bit guilty–considering she had initiated social media at her current company, implemented a preventative care program at yet another company, and more accomplishments that clearly show her as innovative.

In fact, my customer also demonstrated that she’s “creative” and “dynamic,” which are also considered taboo by the cliché police. With all of what I’ve expressed, I’m beginning to question the validity of experts who trash some great words just because they’re considered overused.

What if there are a lot of jobseekers and workers who are “innovative,” “creative,” and “dynamic,” and these are the best words to use to describe them? Should we use words that don’t mean quite the same, or should we use words from a different language? No, we need to show rather than tell, right?

“Designed a (an innovative) social media curriculum for students at risk that taught them how to market the school’s English Language Art’s program, earning Department of the Year.

I suppose this secondary teacher’s accomplishment statement shows innovation, but what’s wrong with using “innovation” in the sentence to give it more flavor. Further, when a job description calls for someone who’s “innovative,” and you’re trying to meet as many of the keywords to pass the Applicant Tracking System’s test, do you exclude this word? Just a thought.

I’m now beginning to think a little too much emphasis is being placed on finding ways to reinvent ways to describe jobseekers and workers. To hell with worrying about what the pundits consider to be clichés. They’re ruining the pleasure I get when writing a résumé or advising jobseekers on how to describe themselves, just as my brother had ruined my appetite for Miso soup.

Want great customer service, go to Starbucks

starbucksI’m a coffee snob. But I’m frugal. I buy a pound of Starbucks dark roasted coffee at the grocery store to brew at home; and when I’ve brewed a full pot, I’ll pour what my wife and I don’t drink into a container, which goes in the refrigerator.

As a treat, I’ll go to Starbucks drive-through and buy a Venti ice coffee with half ice. (Yes, I use the word “Venti.”) When time and the funds permit, I’ll frequent a Starbucks café. (Read Chief Influence Officer Brian Ahearn‘s post on 5 Reasons Why Starbucks is so Persuasive.)

Starbucks has not only won my loyalty for its excellent coffee; it’s won me over for its customer service, as well.

Customer service is such a priority to me that I’ve abandoned a famous hamburger joint up the street from us because it takes forever to get served. I’ve also traveled miles out of my way to give my money to another branch of a large retail store because I’ve been treated rudely by some teenager whose main concern is texting his girlfriend.

Customer service weighs so heavily on my mind that my kids get sick of hearing me say, “That was great customer service,” or the opposite, which is more the case than the former these days. My kids also get embarrassed when I ask for the store’s manager so I can commend an associate who did his/her job the way it should be done.

As much as I hate poor customer service (maybe we’ve come to expect it), I feel much stronger about superior customer service. And thus, I feel Starbucks “is all that” when it comes to customer service. Why? Let me reenact a greeting from a Starbucks associate at the drive-through I frequent when driving home from my mother’s-in-law house.

“Good evening. Welcome to Leominster’s Starbucks. How may I help you?” the young man wearing the headsets says.

At this point my wife and I look at each other and mouth, “Great customer service.”

“I’d like a Venti ice coffee with half the ice,” I reply. Less ice, more coffee.

“Venti ice coffee light on the ice. Will that be all?”

“Yes, thank you,” I say driving forward. My kids in the back seats drone, “Great customer service.”

“Thank you, my friend,” I hear as I’m approaching the bend. Now I think, here is a guy who really loves his job.

And here’s the kicker—Starbucks’ coffee associates always get my order correct, whether it’s at a café or drive through.

I think about customer service wherever I shop, but there aren’t many retailers that prompt me to ask a manager what contributes to their associates’ excellent customer service. I’ve spoken to a few Starbuck’s managers about why their  customer service is so great. Perhaps this is because great customer service isn’t all that prevalent; maybe not enough businesses are focusing on training their employees on this seemingly lost art.