Where is the human touch?

Part of running your own business is also the business of cold calling. I don't mind it at all and it can be a lot of fun if............. you actually get to talk to someone.

Lately all I hear are these automated voice systems....
If you know the extension you wish to reach, please enter it now..... If you want to speak to customer service press 1, if you want to speak to shipping press 2, if you want to speak to human resources press 3 and if you want to access our company directory, please press the # sign......

Who invented this most impersonal phone system the world has ever seen? It must have been someone who is not in touch with his or her own feelings and emotions.

Yes, we live in a hi-tech and automated world but I can’t help but wonder...... What if you are a customer? What if you are actually faced with a problem or issue? What if you actually want to talk someone to receive immediate assistance? What if you are a new potential customer and this is the first impression your get? How much fun can it be to talk to a machine?

It’s not surprising to me that we are in this economic mess. Everyone is focused on the numbers and on saving money. There is nothing wrong with that but my challenge is..... - are companies saving money in the right areas? I probably make between 90 and 150 phone calls a week and I can truly say one thing - if I speak to a live receptionist who is knowledgeable, shows initiative and is friendly, this company stands out in my mind.......
It is a great way to differentiate yourself from your competitors!

Aren’t there more efficient ways to save money than cutting the job of a receptionist?
Hmmmm, obviously this would require more creativity and resourcefulness!

A general manager in a manufacturing plant told me a long time ago: "I don't have a receptionist; her title is 'Director of First Impressions'." I have never forgotten this statement. Isn’t that so true?

Wouldn't it make sense to pay a receptionist well and shouldn’t the receptionist be willing to go above and beyond in positively reflecting her organization every single day? Why would you place an incompetent person who is rude and doesn't like what he or she does right in front of your customer?

Recently I walked into a company where the receptionist was playing solitaire. I talked to receptionists who were rude. I talked to receptionists who hung the phone up by mistake and I talked to receptionists who don't even know what's manufactured in the plant.

Why do these people still have a job?
Who decides who should stay and who should go?
Is this something companies should take a closer look at?

Another unbelievable scenario is that when you press # 1 on the automated system to get connected to customer service…..guess what...... nobody picks up the phone. Wow! I tried this now so many times and 75 % of the time no one picks up the phone.

Let's just be honest and face it - customer service in Canada sucks and if companies really want to compete globally, this attitude will have to change.

If we speak about companies who are successful, we should never forget that it’s the people behind the company name who make it a success.
Every person puts different effort into their jobs but if you give it your all, then you are doing your part to make the company successful.

I firmly believe that employees deserve to be happy in their jobs but I also believe that companies deserve to have employees who are willing to go the extra mile if they collect a pay cheque. It's all about give and take!

There is no question about it..... times are changing and companies are changing.
I just hope our organizations won't be run by a few well programmed robots one day......- otherwise our CEO's and Presidents may have to fear for their jobs as well. :-)

In my opinion we all have to work harder on keeping the human touch in our organizations - for the sake of our customers, our employees and for the shareholder value.

What do you think?

The Art of Listening

Today in my yoga class I could not overlook how many people have a tough time listening to spoken instructions. Most of the newer members need to see a yoga posture in order to do it. Having said that, I can remember that I had the same problem when I first attended a class but I have learned to listen more actively and that's the main thing.

We live in an information driven world where we are influenced by so many fast pace technologies that it has become really tough to sit still, shut up and listen to what's being said.

Well, what does this have to do with my business blog?

I think I just connected what I observed in my yoga class today with what I see in organizations all the time. I mean I know way too many managers who don't listen and who couldn't care less about connecting with their people. Their mission is simply to create profit and value for the shareholder. Nothing else is important.

Yesterday a manager shared some interesting thoughts with me......... He said that we have too many "nice weather" managers and not enough leaders who are able to lead through crisis. Most of them have never experienced difficult times like these but they are also not open-minded enough to learn new techniques which could help them to succeed.

He stopped for a moment to analyze his response to my question: Why do so many managers stop educating themselves once they reach a certain level in their career? His answer:

• Many think they already have a wealth of knowledge and don't see the value of continuous education (ego);
• Many don't have the time ( poor time management / self management skills);
• Many don't want to take the time because they have already arrived at their destination (how sad is that?!);
• Many don't have a boss who encourages them to take the path of continuous learning/education;

However, we live in a time of change and it is important that we understand that doing the same things every day will NOT deliver new results. To change the results we are getting, we must try new things and/or change the things we are doing.

My view is that learning means growing and if we stop growing, we may as well die.

There is absolutely no question about it that a company will become unstoppable if leaders put a conscious effort into understanding the people who work for them. If leaders care about their people, in turn, the people will care about the company.

In order to get a clear sense of what the environment is like within your organization you have to listen to your employees....., you have to listen to your co-workers......., and you have to listen to yourself. Not an easy task to do but it can be done.

Unfortunately so many managers think that they "have to know it all". Why? If you have an important decision to make - why not ASK? I know that my teachers in school (in Europe) never really encouraged us to ask questions. In school we learned that we have to answer questions, not ask them. Does it now make sense as to why we are so hesitant to ask questions?

Please be aware that you should not have already an answer in mind when you ask a question. Be open-minded and listen to new ideas!

I heard somebody once say "people are not aware because they are not aware that they are not aware." I really like that. I see it as my mission to help people increase their awareness to become the best they can be. What about you?

Carl Jung used to say "To ask the right question is already half the solution of a problem."

It sounds so easy and still isn't done. Why not?

Do you know the dreams, hopes and frustrations of your employees?
Do you know if your employees trust your leadership style?
Do you know how much faith employees demonstrate in themselves?
When was the last time that you have listened to your people with the intent to understand?

In today's marketplace it is essential that you do everything it takes to be a success. Why not enjoy a competitive advantage by doing things differently than your competition? - Ask questions, listen, and...........be courageous enough to take advice!

Workshop Testimonials :-)

Heidi and I are very excited that our first workshop "Layoff During Difficult Times - The End or a New Beginning" at the Rexall Health Centre was a success. The location was very accommodating and we want to thank MaryAnne Istiglou who made it possible for us to use this great meeting space at no cost. We also want to acknowledge Marj Andre (http://www.onrichmondhill.com/) for assisting us to advertise the workshop on her website and in her newsletter, and for getting us connected with MaryAnne in the first place.
Great people make great things happen!!! Thank you!

We had 12 people sign up and 9 people showed up. Not bad for our first workshop, which was a freebie - it was very nice weather and the chances were pretty good that people would rather sit on a patio than learn something new.

We want to acknowledge the people who went out of their way to attend our workshop. These are the people who separate themselves from the rest of the job seekers because they took action and showed up.

Here are some of the testimonials we received:

I came to this workshop with an open mind. I didn't know what to expect and I just wanted to give it a try.
Thank you for the invitation. I appreciated your perspectives. I enjoyed a fresh perspective on the job search and the self assessment.
Steve M., Richmond Hill

Thank you for doing such a great inspirational, positive impact workshop. Well laid-out & good information about our goals. I was really very impressed. Nice work.
Carmen M., Aurora

Your workshop was more than just an ordinary workshop. You two inspired me to work on myself to find out my purpose and destination. You are two very talented ladies. Thank you so very much for going above and beyond to show us what is possible and how to do it.
God Bless,
Axel M., Scarborough

I liked your workshop because in contrast to other similar workshops, you provided people with positive energy. Positive energy gives people the power to stand up and continue their efforts in finding work placements. After losing a job usually people's overall confidence level is down; they just got rejected by an employer. It doesn't mater whether the employer was good or bad, people take a layoff as a personal fault. And what you did... You supplied people with energy, positive energy.
Good luck!
Yury F., North York

We will schedule the next workshop soon - stay tuned!

Our first FREE Workshop is on June 15, 2009

I am a firm believer in taking action and we have scheduled the first date for our Workshop "Layoff during Difficult Times - The End or a New Beginning?"

What a journey it has been since October 2008 to put this workshop in place. It was not an easy task to get some media attention and I have to say that persistence pays off in the long run. There is so much complaining and blaming and very few people are willing to create a change for the better. I am very proud and happy that we made it happen and I hope our workshop will benefit as many people as possible.

• Did you lose your job?


• Are you fearful and stuck, looking for guidance?


• Are you ready to be pro-active and make a plan for your life?


• Do you need help identifying and setting your goals?


• Do you want a confidence boost and create more self-awareness?


• Do you know somebody who lost his or her job recently?
• Do you want to move forward and find the right job for YOU?


• Are you willing to communicate this message to employees who are affected?

We provide a supportive and positive learning environment and empower people to achieve their full potential and realize their dreams. It is all about taking action and taking on 100 % responsibility for your life and for your results!

When? June 15, 2009 at 6 pm

Where? Rexall Health Centre, 9625 Yonge Street, Richmond Hill

(south of Major Mackenzie in the Weston Produce Mall)

For further information please email: karin@karicosolutions.com or phone: 647-401-5274

Layoff during Difficult Times - the End or a New Beginning?

Just recently I had a discussion with a friend of mine who said that NOBODY would do anything for free in business. Really?

This is certainly not a valid comment for me and for what I believe in.

There is too much complaining, too much blaming and not enough action! I always like to say that I don't drive the BMW - I am not blaming, moaning and whining. I am a firm believer in taking action and people who know me, can attest that I "walk the talk"!

Please check out the latest article about my commitment for the community and if you know of any laid-off or to be laid-off manufacturing workers in the Toronto area, I would appreciate if you could pass this article on to them!

http://www.yorkregion.com/article/92190

Purpose:

• To offer guidance, emotional support, build up self esteem, provide alternate career options and assistance in finding a potential new direction in life.

Participants learn to:

• Explore various reactions to an instant change
• Face fears and learn how to overcome them
• Discover the power of attitude and positive thinking
• Identify their own inner strengths
• Define goals and an action plan

The value for the learner is to see the importance of having a positive mental attitude and getting clear on what they want going forward. It is a personal growth seminar that will show you what success habits you have to create to get you from where you are to where you want to be. Sometimes losing your job can be a stepping stone to a better opportunity – it’s just a matter of how you look at it.

It is about taking on 100 % responsibility for your life and for your results!


"If you think you're too small to have an impact,
try going to bed with a mosquito in the room."

- Anita Roddick (Founder of the Body Shop)

Leading change for the better....

Just recently I read a really good article in the Globe and Mail and I want to share with you some of the insights on how human nature gets in the way of your change effort:

http://www.theglobeandmail.com/servlet/story/RTGAM.20090504.WBwschachter20090504080344/WBStory/WBwschachter/

We all know that you can't manufacture passion or "motivate" people to feel passionate. You can only discover what ignites your passion and the passions of those around you. You can't say to your employees, "Okay, folks, let's get passionate about what we do." It doesn't work that way. You need to lead by example. Let your employees see your passion and your desire to be the best you can be. Encourage them to be part of a winning team. Acknowledge and reward them for their creativity and innovation.

Ask yourself:

• What can I do to obliterate complacency and foster an environment of creative and innovative thinking?
• Do I really appreciate my employees and regularly thank them for their great work?
• What's my attitude? Is it worth catching?
• How does my company respond to downturns?
• Do we continue to build for the long-term even during difficult times by tapping into the creative solutions that employees have to offer?
• Does my company strive for excellence? Is our goal to do better tomorrow than we did today?
• Do my employees enjoy coming to work? Do they feel that they are part of the "big picture"?

Why Manufacturing?

I cannot stop wondering why so many people think that manufacturing in North America won't survive. Of course it will! There will be fewer companies but the ones who will survive will come out of this recession stronger than ever.

Since I started my business people have been wondering why I chose manufacturing as my niche. However, since the recession hit us, people understand it even less. Everywhere I go and many of the people I meet ask me the same question....... Karin, why manufacturing? Why not approach the government.... , or the banks, ..... or why not just offer coaching and training in general?

Recently it crossed my mind that it is about time that I answer this very valid question on my blog. This way everybody has the opportunity to read how I feel about my chosen niche. This is actually something which is very easy for me to express and I ask you.....

How much integity would I show if I would throw in the towel when confronted with my first challenges?
How much faith in organizations would I show if I would turn my back on an industry I believe in?
How much commitment would I show if I would start forgetting about my passion?
How much dedication would I show if I would not do everything it takes to make my business a success?
How much intelligence would I show if I would forget to serve other people?
How much competence would I show if I would want to be a specialist in everything?
How much loyality would I show if I would forget about the people who believe in me and what my business is all about?
How much creativity would I show if I would walk the same path as everyone else?
How much flexibility would I show if I could not deal with changing times?
How much respect would I show if I would not appreciate the clients I have at the moment?
How much discipline would I show if I would not go above and beyond what people expect of me every single day?
How much trust would I show if I would not believe in the people around me?
How much courage would I show if I would let fear get in my way?
How much humour would I show if I would take myself and life too serious?
But most importantly.....
How much happiness and fulfillment would I experience if I would give up on my values and my beliefs?

Training and coaching in manufacturing environments is my passion. I have important knowledge and experience to share and I am great in what I do. I trust people and this makes them trust me. I have a tremendous love for people and my vision is to help manufacturing organizations and individuals to become the best they can be.

Just recently Heidi and I have received an email from one of the workers who attended our training sessions and I want to share his comments with you.

“You’re doing a great job. All of us guys from the night shift felt emotionally charged after your sessions. No kidding! We became kinder and more supportive to each other. We began seeing each other as members of one family. You did touch some strings in our souls.”

- Sergey Tishkin, CNC Mill Operator

When we receive emails like this, then I know that we are on the right track.

For the record, you now know why I chose manufacturing as my niche.