HRCleanUp

Experience Matters--Just Ask Circuit City

On Friday, the Wall Street Journal ran an article about the fact that Circuit City was going to begin the liquidation process for its remaining 550 stores--and, it will be putting 30,000 people out of work.  About a year ago, Circuit City actually fired its experienced associates with the goal of replacing them with less expensive less experienced workers--they figured  that the consumer just doesn't care who sells them a $2,500.00 television set.  I wrote about it back in December, 2007.

I hate to say "I told you so" but...

From Friday's WSJ On-Line..."At one point, the company sacked thousands of veteran salespeople and replaced them with lower-paid and less-experienced workers, believing that sales wouldn't suffer as a result. They did, and the damage to revenue – and Circuit City's reputation -- was never undone."

In these lean economic times, letting go of your most important asset...your skilled, seasoned employees, could be a deadly mistake.  The analysis of the benefits that seasoned workers bring to the organization must be a part of of your overall staffing strategy.  See, people chose Circuit City because of the knowledgeable workforce and because many of us don't want to buy from teenagers.  HR, this is where your partnership and knowledge of the line business is so critical--helping organizations understand the dire ramifications of their people decisions is our responsibility.

The cost--30,000 jobs and a great retailer. 

Overheard at LaPaloma in Quincy, Mass

Last night, I went LaPalmoa to have dinner.  We don't have very many Mexican food restaurants here in the Boston area and LaPaloma is considered one of the few good ones.  It was--but they put carrots in their salsa.  Oh wait, this is an HR Blog...

As we were eating, I had the opportunity to listen to the two guys at the table behind me discuss how difficult it was to deal with the HR department.  I of course tuned right in and between chips, was focused on their conversation.  As one of the guys put it "They offloaded HR to some other company" and "now it is impossible to get anything done".  He went on to lament how he had questions about his vision insurance and couldn't get a straight answer about what was covered and what wasn't.  He talked about being "on hold" for 20 minutes with the outsources and had to call back several times when his claim was denied. 

In the end, he finally just gave up and paid the bill out of pocket.

What went wrong here?  The guy seemed reasonably intelligent--knew the lingo and seemed to have a professional position.  How is it that we make it more difficult to do business with us when, in our heart-of-hearts we want to simplify things? 

Any organization that outsources the administration of human resources had a duty to constantly manage the service delivery vendor.  In fact, I recommend that the organization appoint an ombudsman to advocate for employees who are caught up in proverbial red tape--it is critical for organizations to keep at least one human, within the company, for employees to go to when they don't know where else to go.

Most HR outsourcing organizations are focused on delivering amazing service to their clients.  It is the occasional failure that leads to distrust and misinformation to run rampant throughout a company.  How many people has this guy shared his story with?  If you were his coworker, would you believe the voice on the other end of the phone?

Do Your Employees Dream?

People give up their discretionary time for a dream--not a strategy or a spreadsheet.

What have you done to help people fulfill their dreams?

Is This Your Answer To Diversity?

This was at the register at my local CVS.  I have no idea what it says and I'm guessing that very few of the employees have a clue about what it says.  I am guessing that is says something that they have said over and over again to Chinese speaking customers and they finally found someone to write it down.

Here is what scares me...this sign is posted at the Pharmacy Register.  You know, the one that the Pharmacist uses to ring up your expensive medication for diabetes and a candy bar at the same time.

Don't get me started on having a $100,000 + employee ringing on a register in the name of "customer service"

Anyway, back to the sign.  Does this really serve a multi-cultural customer base?  If you need to post things in multiple languages, and I think that there are times you do, you've got to make sure it is correct in what it says, looks just like a sign in the dominant language, and keeps your brand.  Even better, make sure your staff reflects the community it serves.  I'll guessing that somewhere in this city there is someone who speaks the language and would like a job.

What do you think the C.E.O. of CVS would say if he walked in and saw this posted at the register?

Healthcare Customer Service

I see an endocrinologist at Boston's world-renowned Joslin Clinic.  And let me tell you, it the key staff wasn't so good, I would go somewhere else.  Why?  Because the world-renowned Joslin Clinic doesn't act like it is world renowned. Why do  say this?

• The facility is dated, dingy, and poorly set up.
• The administrative staff is horrendous--they are more interested in not helping patients than they are in helping
• The nursing staff can be, at times, downright rude
• They send letter to patients letting them know that their doctor is "too busy to see them this month--maybe next month"
• Parking starts at $8.00 per hour

So why do I go?  Because they are still the best.  Hand down, the best--for now. 

It crosses my mind that in Boston's very competitive health-care market there is a huge opportunity for a rival to come in and combine top care with pleasant surroundings and caring compassionate customer service.

I recently read an article in Workforce Magazine about Syracuse New York's Crause Hospital.  The hospital was on the verge of going under. What was once a well respected institution had fallen under hard times.  So what did the CEO do?  He asked middle management to "fix it".  And they did.

One of their simplest solutions was to create a standard of care.  Most medical institutions have one.  It is a lofty statement, several paragraphs long, and it is proudly displayed on the wall somewhere.  Not a Crause.  Their standard of care was far simpler...

Is it good enough for your momma?

If it is not--then you aren't meeting the standard of care.

Who wouldn't understand that?  Everyone from the custodial staff to the CEO can all agree that if what is happening is not what you would want to happen to your momma then it needs to change.

I wish the Joslin Clinic would implement that same standard of care.  I think it would transform the place--imagine how much you'll forgive a dated and dingy facility if the people inside are bright, cheerful, and committed.

...and oh how I would love to implement assessment testing to help them hire people who fit!

Fortune Cookies

In the March 2008 edition of Fast Company, here was a little article the fact that there are twice as many Chinese restaurants in the U.S. as McDonald's "an accomplishment all the more astounding because it has happened without a single corporate force plotting the dominance of egg rolls and friend rice.  The article goes on to say that much of U.S. Chinese food "innovation" like chop suey, fortune cookies, takeout containers, delivery, and soy-sauce packets are uniquely American.

I'm guessing that almost every small town in the U.S. has a Chinese Food restaurant.

What is astonishing here is how Chinese Food has become a part of the fabric of our country.  We don't think twice about ordering it (although if we really knew the calories/fat content we might).  I think the only real exception to the lack of "corporate presence" lies with P.F. Changs.  If you  are not familiar with it, P.F. Changs is an "upscale Chinese bistro".  It came here to Boston about five years ago after starting in of all places, Scottsdale, Arizona (you know, the desert mecca of Chinese food).  They have brought consistency and English-speaking service to the American public but it does lack in true authenticity.  However, for upscale Chinese food, it is good.

My point?  Perhaps it is just a matter of time before a corporate machine McDonald-izes Chinese food.  And won't that be a shame...

Mine is a 9mm

As I was walking into the office tower where I work as an Outplacement Counselor, I overheard two of the building security guards discussing their personal hand guns.

Security lady #1:  I got me a 9mm

Security lady #2:  Do you like it?  I've been wantin' one of them, too

Security lady #1:  Love mine.  It is so small and cute

Security lady #2:  I'm gettin' one

I feel so safe...

Who are you hiring and what are they saying out loud?  At my company, we help companies hire the right people for the right job.

A Day In The Life Of A Banker

Overly Tan - Overly Blond - Susan Powter-esq Woman:    Do you have a Phone book?

Helpful Banker:    Yes, here it is.

OT-OB-SPesq W:    (after looking in phone book for several minutes)  You're shitting me there isn't a tanning booth in the entire Back Bay?

Helpful Banker:    Sure there is.  There are a couple on Newbury St.  Just walk up to Newbury and turn left there's one between Exeter & Fairfield, on the left.

OT-OB-Seesaw:    Which end of Newbury St am I on?

Helpful Banker:    Well, you're on Dartmouth St, but when you get to Newbury you'll be right in the middle, just turn left and go up a couple of blocks.

OT-OB-Seesaw:    Which end is the Nike Store at?

Helpful Banker:    The Nike Store is on the corner of Newbury and Exeter, you will pass it heading to the tanning salon.

OT-OB-Seesaw:   It says in the phone book here that it's 339 Newbury between Exeter and Fairfield, so would I turn right or left on Newbury.

Helpful Banker:    Again, you walk up to Newbury St and turn left and walk up a couple of blocks.

OT-OB-Seesaw:    But are the numbers going up or down? 

Helpful Banker:    They are going up from where you will turn left.  It's just a couple of blocks up, you will pass Exeter St with the Nike Store on the left and before you get to Fairfield St, Tanorama will be on your left.

OT-OB-Seesaw:    Can I use your phone to call them and get directions?

Helpful Banker: No.

Jealous?

The Green Apron

How does Starbucks do it?  They are, in essence, a coffee shop and quick service restaurant.  But, it can’t be ignored that Starbucks is an OK place to work.  You see all walks of life behind the counter…hip urban kids, suburban moms, and out-of-work corporate executives.  All smiling and serving coffee and bagels.  You never see that mix of people at a McDonalds, do you? 

I’m guessing that the key is employment branding.  You see, Starbucks is considered hip and McDonald’s is considered a McJob.  You have to hand it to the Starbucks folks for creating a culture that fosters a fun place to work, a great product, and (in my opinion) a pleasant professional clientele.  I’m also guessing that the fact that Starbucks seems to treat their employee’s in a decent way (read: health insurance) also goes a long way towards creating a great employment brand.

So, what is your employment brand?  Are you Starbucks or McDonald’s?  It is O.K. to be either one but you need to know your niche and plan appropriately.  Are you flexible and fun?  Or rigid and stayed?  You’ll attract people depending on your perceived brand.

Oh, and if you are rigid and stayed, don’t put out a hip employment ad and expect hip people to apply.  If they sense that you are being disingenuous, you’ll lose in the end.

Walgreen's v. CVS

I generally hate Walgreens and I love CVS.  I’ve always thought that there were two different types of people…Walgreen’s people and CVS people.  However, the other day I went to a new Walgreen’s that is near my doctor’s office.  The experience was excellent.  What made it excellent?

• The staff smiled
• They filled my prescription quickly
• The pharmacist came over and asked me for my business

It was at that point that I realized it wasn’t about the store…CVS vs. Walgreen’s…it was really about the people who staff the store.  In today’s fast food pharmacy where they sell everything from Ambien to Lawn Furniture, it really does boil down to the pharmacy staff.  Let’s face it, you don’t want to same person who sells you a lawn chair to touch your prescription for Valium. 

And…it isn’t all about speaking English as a native tongue.  It is about wanting to help people and an inner kindness.  So what does CVS and Walgreen’s need to do in order to attract this type of talent?  First, the store needs to be inviting.  Second, the store manager and the pharmacy manager must set the tone.  If they don’t, the employees will.  Finally, staff selection is critical.  Making sure that you are hiring someone who wants to help people, efficiently, is critical.