Just Joan

Posts Tagged ‘HR’

Daughter Amy as sketched by a Norwegian Cruise Line employee on the back of a bar ticket (circa 1996)

Customer service is an important issue in the Human Resources world.  As succinctly stated by China Gorman, former COO of SHRM, “As business leaders and HR professionals, we all know about the close relationship between employee satisfaction and customer satisfaction.”  In the past week or so, China , Trish McFarlane, Mike VanDervort, and Deidre Honner – exceptional HR bloggers all -  have posted about customer service.

I recently returned from a vacation with a desire to write about the same issue, but from a slightly different perspective.  I want to tell you about genuinely helpful and friendly employees who bent over backwards to service my needs, and I am going to theorize why this type of service is so rare that one is surprised and delighted when it occurs.  Especially because it does not involve Zappos.

I went on a cruise.

For 10 days and nights I was aboard a floating hotel city, where my need for food, drink, sleep, recreation, and entertainment was in the hands of one company and their employees.  For those 10 days, I was surrounded by cruise employees with friendly faces and cheerful greetings.  It did not take the wait staff long to learn that I like iced tea a lot, so when I sat down at a table 3 or 4 glasses of iced tea would instantly appear.  My room steward had the sweetest smile and happiest voice ever.  Her “good morning!” always cheered me, even on the day I had a bad eye infection and was running a fever.  It amazes me that she could display such a consistently positive, upbeat demeanor after cleaning my toilet and shower.  I could bore you to death with other examples.

I have been on well over 20 cruises, so I am not a gushing newbie.  I have found that most cruise line employees try very hard to ensure the customer’s satisfaction, although Regent Seven Seas Cruises (RSSC) (my recent host), did a truly exceptional job in this area.

So why does the cruise industry, and RSSC in particular, excel in the customer service area when so many other companies fail?  The sad answer, in my opinion, is entitlement.  Many US workers feel that they are entitled to jobs, and many US companies feel they are entitled to customers.  That attitude of entitlement causes both employees and companies to forget that they exist to serve their customers, and leads to the online gripes and complaints that they earned.  Remember Dave Carroll and his broken guitar?

Most cruise ship workers come from economically depressed countries where earnings don’t come close to matching the US and other Western countries.  The workers on my recent cruise -and who I interviewed specifically for this blog – came from Romania, Indonesia, Phillipines, Serbia, and India.  They work for cruise ships because they can earn a lot more money than they can in their countries of origin.  They don’t feel the slightest bit entitled to any job.

Cruise companies aren’t entitled to passengers, either.  Only  20% of Americans have ever been on a cruise, and competition for passengers is fierce.  These companies can’t afford to let lousy customer service make them lose a competitive advantage.

I’m not going to talk about other issues with cruise workers – and yes, I know there are many – in this blog.    Whatever the other issues, I am grateful for the RSSC workers who tried so hard to give me a pleasant vacation experience, and wish more companies and their employees would follow that lead.

Weigh in!  Does an attitude of entitlement foster poor customer service?

Mark Stelzner as Donald Trump - sort of

Back in March I did a post following a SHRM conference called Rants and Raves.  Since I have no desire to re-invent the wheel, and I find that the title is the hardest part of my blog to write,  I am going to take the easy way out and offer this  HRevolution version.  This time, though, the rants and raves are not mine – at least not until the end.  These are comments made directly to me by some of the attendees, and not based on anyone’s blog post or tweet.

RANTS

NOT ENOUGH TIME BETWEEN SESSIONS FOR DISCUSSIONS/NETWORKING/CONVERSATIONS - This was by far the most prevalent and consistent comment I received.  People did not want to miss the sessions, but they wanted time to start and continue substantive conversations.  The tweet-ups, with a party-like atmosphere, were good for meeting and greeting, but they wanted quieter time for serious stuff, too.  When asked, people were willing to attend a 2-day session in order to rectify this.

NOT ENOUGH SPACE – Several people thought that Catalyst Ranch, while fun and funky, was not large enough for the attendees to find spots outside of the sessions to talk or even break out into a smaller group.  A related comment was that there were just too many people, making the sessions a little too large for comfortable discussion.

GENERAL SESSION/TRACK GRIPES – Some people wanted more topics lead by working HR practitioners and directly relevant to daily HR functions.  Some wanted fewer sponsor/consultant/non-practitioner speakers and facilitators. While many of the people I spoke with felt some uneasiness with the sessions, they did not articulate their feelings or dissatisfaction as well in this area (unlike the time and space rants).

RAVES

EVENT PLANNING AND LOGISTICS – As a member of the planning committee, it is almost embarrassing to admit that this was the number one rave I received. People were quick to recognize the work involved and seemed happy with the food, tweetups, transportation, information, and cupcakes.

CHICAGO – Even though there are rumblings on Twitter about having a future HRevolution in Hawaii or Las Vegas, many attendees commented to me how perfect the Chicago location was for them from a transportation and travel standpoint.  They liked Chicago and the choices it afforded them.

CONNECTIONS MADE – Many people came specifically for the opportunity and ability to meet others and extend connections with online friends and acquaintances.  While some wished they had been able to do more, many were enthusiastic about the connections they did make.

Now that I have reported on the most frequent rants and raves made by attendees (to me), I am going to indulge myself  just a little and give you a personal rant and rave (just one each!) because I can only shut up for so long.

PERSONAL RANT

There have been a lot of blog posts and tweets about HRevolution.  Some were positive, some were not. Fair enough.  I get the distinct impression, though, that many people made their feelings known only through a blog post or a tweet. No personal contact with, or email or phone call to, a planning committee member – even though contact information for every committee member was given to every participant. Was this you?  It makes me wonder if some people actually listened to some of the messages that were given about the value of connection and communication.  If you have something to say about HRevolution – good or bad – say it on your blog or on Twitter, but say it directly to the people who brought you HRevolution, too.  You can’t have influence and credibility in 140 characters,  so make a meaningful connection and help HRevolution – and yourself – move forward.

PERSONAL RAVE

I was a very small part of a talented and dedicated group of people who helped bring HRevolution to life.  I learned much about effective collaboration and valuable teamwork from this experience, and I have to thank Trish McFarlane, Ben Eubanks, Crystal Peterson, Steve Boese, Mark Stelzner, and Jason Seiden for allowing me to be a part of this team. I am raving about all of them!

IT’S YOUR CHANCE NOW

I chose not to personally comment on the rants and raves of the attendees, because I want to know what YOU think!  Were you there?  Do you agree with anything?  Nothing?  Do you have other experiences that could help make an event like this better for everyone?

RANTS

The Legal Environment for Business Professionals - this “pre-conference” was my first stop on the first day.  The presenter, Richard Coffinberger, JD, is an Associate Professor at George Mason University.    He teaches a similar course to undergraduate students, and he asked the class if they knew what television show “Shirley Jones was famous for”.  Most of the people in the class knew about The Partridge Family because none of us were 18 years old.  He has obviously never heard about tailoring his presentation to his target audience.  Also, the case he was referring to (Calder v Jones, 465 US 783) was decided by the US Supreme Court in 1983, regarding a National Enquirer article that was published in 1979. It’s OLD, and it’s about in personam jurisdiction.  Why does an HR professional even CARE about in personam jurisdiction?  The man was personable and engaging, but suffered from a serious case of  “needs to update his notes and presentation.”  He also misspoke about the law on one occasion and was promptly chastised by one of the attendees (he called on her before me so I didn’t have the pleasure).

I’m also going to rant a little about SHRM and this same presentation.  It cost an extra $310, and attendees were promised a Certificate of Completion and extra HRCI credits.  There were no Certificates, and they furnished no program number for HRCI.  I submitted for credit without either, but if  HRCI denies my credit I am going to be seriously pissed off.

How to Lobby Your Member of Congress - This program was presented by Lisa Horn,  who is from SHRM and works on health care, to explain the “ins and outs” of the scheduled Capitol Hill meetings with members of Congress.  I was fence sitting about going to these meetings, and went to this session to make a decision.  At one point an audience member asked about discussing something other than health care reform or Section 127 of the tax code (regarding extension of employer provided educational assistance), which were the two official topics of these meetings.  Ms. Horn made it very clear that SHRM arranged the Hill visits and attendees were there to promote the SHRM agenda.

Funny me.  I thought SHRM existed in some part to provide benefits and value to their members in exchange for dues and the fees from the conference. I didn’t realize that my conference fee was paying  them to promote their agenda. I got off the fence and didn’t go, because I am not a shill for SHRM.

Cocktails & Conversation – Networking Happy Hour - I always thought that networking meant that people came together and actually spoke to each other. That’s pretty hard to do when SHRM has people speaking from a podium.  In fact, Mary Ellen Slater, Mike VanDervort, Paul Smith and I were getting many dirty looks from others because we were actually talking during this billed-as-a-networking event.  We finally went outside.

Other rants? (1) The lack of diversity of opinion, particularly about social media.  See a great post about this from Mike VanDervort. I was there and he’s not exaggerating; (2) My inability to get breakfast at the Thursday morning session because I was 8 minutes late; (3) A total aversion to networking and conversation from the majority of the attendees. I’ve written about this before, and this conference was no different.  In fact, one presenter had no business cards, and offered no address or phone number of any kind; and (4) A program called To Tweet or Not To Tweet?  Is That the Right Question? given by a presenter who admitted to me that she doesn’t use Twitter.  When I told her that I would like to Tweet the program, she said, “You mean you are going to tell people what I SAY?”

RAVES

Washington, DC in mid-March – The weather was stunningly beautiful, mild and sunny.  I had the opportunity to see many of the monuments and buildings lit during the evening- a beautiful sight.  As I asked a companion as we were walking toward the Library of Congress, “How can anyone come to DC and not be emotionally moved?”

VIP Reception and Tweet-Up - This event, sponsored by the employment law firm of Constangy, Brooks & Smith, was nothing less than stunning.  Held in the Great Hall of the Library of Congress, it offered food, drink, photographers and an awesome view.  OK, there WERE speakers (again!), but the venue was so large that it was easy to ignore them and keep on talking and socializing networking. This was what a “networking event” should be.

Immigration Reform and the Employer – This was one of two different programs on immigration law compliance (a personal favorite topic), and it was easily the most superior (I attended both).  In fact, it was the best of all of the substantive sessions that I attended.  It was led by Stuart Brock, a lawyer out of Charlotte, NC who manages a consulting firm called HR Innovators.  Stuart used facts, not emotion, to make the audience understand the huge shift in immigration law enforcement prompted by the Obama administration.  He made it clear that some opinions could differ, and that some of his recommendations were based on the interests of his clients.  He gave us information and many resources, in an engaging and friendly manner, treating us like thinking adults and not children in need of discipline. At this conference, taught mostly by employment lawyers, that was in very short supply.

My local SHRM chapter, the Human Resources Association of Greater Detroit (HRAGD), is like most other organizations – a little behind the times when it comes to social media.  So I was pleased when the communications committee suggested an article about HR blogging for an upcoming newsletter, and chose to write the article about (blush, blush) me.   I was also asked to do a little sidebar-type article called “Five to Follow”, where I suggest five HR-related blogs that the membership should read.  The plan is that each month I will submit a list of 5 new blogs.

The dilemma, as I’m sure you are aware, is limiting my blog suggestions to just 5.  Right now my Google reader has a little more than 100 blog subscriptions.  I need to pick just 5, at least to start, and I NEED YOUR HELP!

I have some thoughts, but I really want to hear yours.  Which 5 HR blogs would you choose for beginners to start following?

Saturday afternoon the gloves came off.

The last session of the HRevolution un-conference, introduced in my previous blog, was called “The Future of HR”.  It was facilitated by the incomparable Mark Stelzner, whose admitted purpose was “to be provocative and shake the room up a bit.”  His mission was well accomplished, and the passionate discussion was described by @KristaFrancis on Twitter: Great minds *don’t* think alike and that’s a good thing.  Mark summed up the discussion on his blog, but I want to focus on this particular statement:

There was a great discussion on how people need to quit their HR jobs if they are that miserable. In other words, stop complaining and lamenting your non-strategic role and instead find a company that values your contribution.

That “call to action” has been repeated since on blogs (here ), and the HR Happy Hour blog talk radio show.

Ouch.

Why does it pain me to hear and read that people who want to make a difference should just quit their jobs and go elsewhere? Because it’s a strategy that’s far too over-simplified, and the consequences of failure are too dangerous for that simplification.  I speak from personal experience.

My Personal History

I come from a small (less than 50 employees) food processing/manufacturing plant.  My husband and his partner own the business.  When I began working there, no one knew exactly what my role was going to be.  I fell into an HR function almost immediately, because there was NO HR function there at all.  I started learning, and I made myself a HR Manager/Generalist.  I had a seat at that strategic table, usually at the head.  I made those P&Ls sing.

So why did I leave in June 2008?  Because I had a nagging feeling that there was more evolving to be done, and I couldn’t do it where I was.  There is only so far you can go in a really small company before some of the work becomes redundant, and some becomes impossible. So I quit (read: no unemployment benefits) and went looking for a company that would “value my contributions”.

It’s now November 2009 and I have yet to find that company.  Telling a recruiter or a hiring manager that I left my job because “I needed new challenges” makes them hang up on me.  Layoffs and downsizings create sympathy, self-indulgence does not.

I’m lucky – my husband still owns the company and has a job, so I still have sufficient funds to go to un-conferences and listen to people tell me to do what I’ve already done.  But suppose I was a sole breadwinner with kids to support and a mortgage to meet?  That strategy would have placed a lot of other people in jeopardy.  Is Laurie Ruettiman’s philosophy is the better one? She says, ” You get a paycheck. Be happy.”

Going Forward

By sharing that with you, I want to emphasize a point that was touched on at HRevolution but not sufficiently embraced: the enlightened HR group that we are a part of is a very tiny minority of the entire HR population.  The solutions and suggestions we propose inside of our “HR echo chamber”  will not be embraced by them  and will often be actively resisted.  We need to help others examine themselves and their roles to see how they can evolve and revolutionize, even if circumstances and paychecks keep them in their positions.  A large majority of HR pros don’t even know that people and technology exist to help them make this journey.  In other words, they don’t read our blogs.  Until a very short time ago, I was one of those people.

When Alicia Arenas asked us in a video to leave HRevolution with a commitment to spread the message, she mentioned college students and local SHRM chapters as examples of avenues to spread our enlightenment. Let’s collectively think of more, and start an outreach program, because we will not succeed without  converting others. With that in mind, I am picking up the flag of  HRevolution and making this commitment:

I will use social media, personal connections, and any other soapbox that is available to me to encourage, aid, and advise HR Pros and other business professionals to embark on a course of personal development that will expand their knowledge and engage and enlighten others.

By doing this, I hope to move past the idea that HR people should just be happy to get a paycheck.  The people I will try to reach may not be able to leave their companies, but they may be able to avoid doing everything “The Company Way.”  Viva la revolution!

The Company Way

I attended a strange and amazing “unconference” two days ago.  It was called HRevolution and it was a collection of HR and recruiting pros coming together to discuss social media and its intersection with their professional life.  It was the first out-of-town HR conference I had ever attended, made up mainly of bloggers (including Twitter micro-bloggers).  The ideas flew fast and furiously, and I already have several HR University lesson plans in the works based on thoughts generated at the Revolution. Those lessons will have to be spread out over several posts, but I want to start here with some introductory remarks about the Revolution in general:

• This conference was organized by Trish McFarlane, Ben Eubanks, Crystal Peterson, and Steve Boese. Sponsors included Monster.com, Nobscot, Blogging4Jobs, Sanera, and Fusion Frames.  All of these people and companies live and work in different parts of the USA, but they came together seamlessly for an outstanding presentation.  My local SHRM chapter, where everyone lives and works within a few dozen miles of each other, needs to take lessons.

• One of the attendees at HRevolution, Frank Zupan, lives and work in Cleveland.  He eats corned beef at a deli called Slyman’s; they buy corned beef made at United Meat & Deli (UMD) in Detroit.  The corned beef is injected/pumped with pickling brine with a machine operated by Joaquin Arredondo.  Joaquin is a permanent resident alien (has a green card) – a status that I helped him obtain as the HR manager at UMD.  That circle (Frank to Joaquin to me to Frank) of connectivity wasn’t created by HRevolution or Twitter, but it was discovered there.  It makes a compelling argument for the continuing exploration of social media, and it slaps the argument that “people only connect on social media because they can’t connect in person” right in the face.

• Laurie Ruettiman of Punk Rock HR is a true superstar of the HR blogosphere.  Ooohs and aaahs were audible when she arrived, and I am old enough to be her mother.  In fact, I discovered through conversation with her that I am older than her mother. But she, like the other Gen X and Ys present (which was most of the room), was absolutely energizing.  Boomers like me can learn a lot from these smart kids, if we will listen.

• None of the attendees at HRevolution had met me before; they only knew who I was because of my Twitter presence. Yet almost everyone who knew who I was (because of my avatar) hugged me. It was marvelous because I really like hugging.

• HRevolution attendees have an absolute fascination with bacon.  I have no idea what the origin of this fascination is, or why it continues.  I am happy to indulge the fascination, though.  The first HRevolution attendee who comments (10 words or more required) on this blog post will receive the book “Zingerman’s Guide to Better Bacon” as a gift from me.

More lessons to follow; stay tuned!

“There are two ways of spreading light; to be the candle or the mirror that reflects it” – Edith Wharton

Remember your undergraduate days?  Not every professor wrote their own textbook.  In fact, most professors that did write their own textbook – and used it exclusively in class – were pretty boring teachers.  The best professors, and your favorites, were the ones who culled information from a variety of sources – including the students in the class – and helped put that information together in a fun, informative, cohesive way.  Discussion was a huge part of this process.

With that in mind, I am launching this blog and calling it HR University.  I’ll try to be a good teacher about any and all things Human Resources related.   Not everything discussed here will be original or novel (perhaps not anything; we’ll see.) but hopefully we will work together to be mirrors that reflect and champion the best knowledge and practices and then pass them on.

Like a brick and mortar university, a lot of the discussion/learning may be about things other than HR.  In undergrad, we learned a lot in the dorm or the dining hall.  These were good things; life lessons that we still use every day.  I learned to like and drink beer in undergrad.  It had nothing to do with my academic major, but it helped develop knowledge of teamwork and achieving a common goal.  So virtual beer drinking will probably show up in this blog, too.

Questions and comments will be welcomed and answered.  I’m getting a little bit of a late start on this academic year, so let’s roll!