Doing The Right Thing Does Pay Off

January 23rd, 2012

As a Penn State graduate (MPA 2001), I am saddened by Joe Paterno’s death. There is no doubt that he did a tremendous amount of good for the University, as well as many individuals. However, Joe’s death only sheds an even harsher light on many of the failed policies of and ineffective leaders at the school. They are adults, not confused teenagers. When adults see and/or know about something ethically wrong or illegal, they not only should report it, but also thoroughly follow up to ensure immediate and appropriate action is taken.

As a public relations and communications professional, I cannot understand the thinking of the previous and current leaders at PSU. What did they think would be the benefits of keeping this whole issue quiet? If they had publicly addressed the situation when it initially occurred and taken action, I believe everyone would have respected their decisions. They may not have been happy, but they would have realized it was the right thing to do.

As it is, so much of the trust and credibility that the University had built upon over the years is gone. Reputations and careers have been ruined, faith has been lost and so many doubts have been raised. What else has the school covered up or ignored? For that matter, how many other schools with strong, impressive programs have done similar things?

More than transparency in the board’s future decisions, the school needs to establish and enforce ethics policies. No programs or individuals can stand above them.

Problem Solving On the Front Lines

December 28th, 2011

I was eating lunch at one of my favorite restaurants. I ordered one of their great burgers medium well with a different type of cheese than featured. My order arrived. The burger was bloody, on a soggy bun and covered in the original cheese. I brought this to my server’s attention. He did not give me the usual “sorry about that” response. He said, “I’ll make this right as quickly as I can.” A few minutes later, I received a perfectly cooked burger with the correct cheese. Best of all, it was gratis. I was extremely pleased and told several others, plus I gave my server an extra large tip for his excellent customer service.

Do your employees frequently interrupt you with problems? Rather than be pleased about this, you should be alarmed. Problems need to be solved at the lowest level possible – and employees should have the authority to solve them as quickly and appropriately as possible. If this is not your company’s current culture, it should be targeted in 2012.

Too big a jump to be attempted at once? Let your teams know they cannot come to you unless they have three possible solutions to the problem. You’ll be surprised what happens. Number one, you’ll have a lot less problems appearing at your door. Number two, you’ll have a more determined and motivated workforce. Number three, when your employees do come to you, very often they will already have the solution. Give it a try!

What Are You Budgeting For?

November 11th, 2011

It’s that time of year again. You’re sitting down by yourself and/or with others trying to pull together a logical budget. One that is a stretch but isn’t unrealistically larger — and one that hopefully is balanced!

I usually hated budget time . . . until I discovered that when you plan BEFORE you budget, the entire process is so much easier and more pleasant. Yes, I said plan first. Most organizations are budget driven, but planning — knowing where you want to go in the next year — is much more important.

Once you have a plan, allocating the monies to those plans becomes obvious. Yes, there are those things like utilities, insurances, salaries, etc. that come into play. All of those, however, can be budgeted into the key cost centers very easily. After all, priorities are just that.

So, make sure your plans are in order, then budget. Even in this economy, you’ll keep moving forward and growing if you put your money where your mouth is!

A Tip For Building Stronger Customer Relationships

November 1st, 2011

What are your biggest concerns for the coming year?

Have you thought of asking your customers and clients this question before you complete your planning and budgeting? (Yes, you should do planning before budgeting! That’s how you know where to appropriately allocate funds.) It’s not all about you, at least not totally. It’s about how you can meet customers’ needs – perceived or real.

No matter what business you’re in, they will appreciate that you cared enough to ask. They’ll be impressed if you actually follow up with thoughtful suggestions, and they’ll be zealous supporters if you take concrete actions to “ease their concerns and pain.”

This is just another step in building solid relationships and demonstrating that you’re willing to go the extra mile. What extra steps do you take to let customers know you really care about them?