Evantec Consulting Services: Applying for a Job - By Cris Cohen

Evantec Consulting Services: Applying for a Job - By Cris Cohen: "When applying for a job, it is best to be upfront about any limitations you may have. “Although I am willing to relocate, I am required to a..."

Back on the blog.....

After an extensive hiatus, I am officially back on the blog so to speak!

What to do about ineffective leadership.....

If leadership is ineffective in an organization, they typically don't know it or don't care to do anything about it. It often falls upon the shoulders of other departments (HR, Training & Development, or other) to make the case for change at the leadership level.

The first step in this situation is clearly identifying the problem or challenges facing the organization via opinion surveys, personality profiles or organizational assessment. The results from these mechanisms can prove to be a powerful tool in delivering factual, anonymous data to the leadership team. This impartial data can serve as a starting point for discussions about what it really going on in the organization and how it might be detrimentally affecting the bottom line.
Once you have taken an assessment of the organization (in whatever form), the next step is to prioritize the findings and present a business case for change, whatever that change needs to be. This business case needs to be supported by the assessment results in combination with industry research and aligned to corporate goals and objectives.

Often times simply detailing current challenges measured against corporate mission, values and beliefs is powerful enough to call the ineffective leadership to action.

In short, if leadership is ineffective then those most concerned with improving leadership need to make that team (or individual) care enough to make a change.

A word or two about customer service!

Challenging economy or not, one rule of business always rings true! It is more expensive to replace a customer than it is to keep a customer! So why would companies seem to go out of their way to almost guarentee that their customers are unhappy. From the smallest vendors to the global Fortune 100s, customer service should be priority one, especially when everyone in the world is fighting for consumer and business dollars!



I write about this as I currently battle two separate issues with two very different companies (one small with large financial impact and one large with minor financial impact but sentimental value). Both of these issues could have been avoided entirely with better, more consistent and more effective customer service without spending a dime more than you already are to pay the salaries of those at the front line of your business.



I often extole the virture and necessity of phenomenal customer service but few companies can actually implement good customer service consistently. Let's take a look at some of the more common customer service issues:

1. Incorrect or Inconsistent Information: Anytime a customer or client talks to a representative of a company to address an issue, the information should be consistent and accurate. The larger the company, the bigger the challenge in diseminating information, BUT you have the resources, personell and money to make this happen so do it!
   The smaller the company the less tolerance a customer will have for lack of information consistency. I work in a small company and I know that it takes a quick email to get the information out. If people don't read it then hold them accountable!


2. Lack of History: Nothing frustrates a customer more than having to recount a complete history of an issue. When a customer calls to get an update or provide updated information, this data should be logged in some form of device, like a computer or if you must a paper file. Please include that the customer called, who they talked to and where it was left. We are currently living in the year 2009 and it does not take much to keep a record regardless of the size of your company.


3. Complicated Contact Mechanisms: If a customer calls into a phone system and asks for say: "Claims" make sure that that is where they are directed. If you don't have a robust phone system and provide a simple email address or phone number, make sure that if you list say "billing@yourcompanyhere.com" that the address is actually connecting to someone with actual billing knowledge or basic accounting terminology. Nothing will send a customers blood to boil quicker than explaining simple accounting and finance terms to a tech support representative who is also responsible for billing!

Regardless of the issue, companies large and small, please take note!

I measure a service provider more highly by how they deal with an issue and much much less than the actual value or quality of the service. I, like the rest of the world, am a fickle friend! Give me one reason (or three) and I will drop you for the next provider willing to treat me with the respect that my hard earned dollar deserves.

Diversity Training Wanted.....But What Kind?

Organizations are often referred to my company for information, programs or solutions for Diversity. The first thought that comes to mind when I see this, "What Kind of Diversity?"
It used to be that Diversity was only about Employee Diversity but oh have times changed.....

Now the question of Diversity is broad and wide. Diversity can now mean (in no particular order):

1. Gender
2. Race
3. Culture
4. ADA (American Disabilities Act/Disabled Persons)
5. Leadership Diversity
6. The Impending Retirement Crisis and Resulting Experience Gap
7. Knowledge and Experience Diversity
8. Sexual Orientation
9. Supplier Diversity
10. Customer Diversity

and our list, I am sure is not even complete at 10.

My call to action: when trying to find information on, training for or solutions to address Diversity, please ask yourself:

• What issue or problem are your trying to solve?
• What kind of Diversity are you trying to address?

Then please go out and refer, ask, inquire, get contacts and make the best use of your commitment to whatever diversity issues you are facing.

Top Ten Talent Management Tips

One of the greatest challenges facing companies today is retaining top talent. The yearly expense to an organization of replacing an employee (including separation, replacement, training and lost performance costs) can be as much as that employee’s salary for a year. Turnover also erodes morale among those who stay and harms customer retention. As a result, retention is the top concern among human resources executives, followed by succession planning, attracting and securing talent, and management and organizational performance systems.

The following lists the Top 10 things you can do increase talent retention, NOW!

1. Reduce Turnover
2. Increase Employee Engagement
3. Retain Your Top Talent
4. Get to Know and Show Genuine Interest In Your Employees
5. Build Trust: Build Relationships At All Levels
6. Make Work Meaningful
7. Challenge Employees
8. Provide Them With Options, Choices and Opportunities
9. Make Retention Everyone’ s Responsibility
10. Conduct Proactive Stay Interviews

All of these factors may play a role in determining employee retention, but the relative importance of each depends upon the organization. This is why we (Evantec) or any company should tailor programs to the organization. To offer the most comprehensive solution to our clients’ retention needs, we offer our own solutions or suggest services provided by our strategic partners. The ultimate desired result is a reduction in turnover and a stronger, more satisfied workforce.

Management Training: Lesson 5 of 5: Joke

Lesson 5/5

A turkey was chatting with a bull. "I would love to be able to get to the top of that tree," sighed the turkey, "but I haven't got the energy."Well, why don't you nibble on some of my droppings?" replied the bull."They're packed with nutrients." The turkey pecked at a lump of dung, and found it actually gave him enough strength to reach the lowest branch of the tree. The next day, after eating some more dung, he reached the second branch. Finally, after a fourth night, the turkey was proudly perched at the top of the tree. He was promptly spotted by a farmer, who shot him out of the tree.

Moral of the story: Bullshit might get you to the top, but it won't keep you there.