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Human Performance Management Best Practice 10 – Jobsite Inspections

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StrategyDriven Human Performance Management Best Practice ArticleToday’s industrial and office workplace environments present many hazards. Individuals understanding their jobsite’s hazards are better able to avoid or mitigate the negative impacts of those risks. Therefore, workers should be trained on the hazards unique to their workplace environment so to enable them to proactively recognize and respond to these risks through the effective use of jobsite inspections.

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About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.

Using Instagram is not an option; it’s an opportunity!

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QUESTION: Why did Facebook pay one billion dollars for Instagram?
ANSWER: So that instead of worrying about how many people joined Instagram (and abandoned Facebook), they could brag about it.

Are you on Instagram? I am. All of my family is. ALL of my family is. Daughters, granddaughters, in-laws, outlaws. All of them. All of my close friends are too. And a few hundred other people I don’t know, who looked me up or found me through a hash tag. Are you on?

Do you post on Instagram? I do. Almost every day. Why? Because I take pictures on my iPhone that I believe are worth sharing. That’s what Instagram is all about.

With more that 130 million ‘users’ Instagram is what’s new and what’s next. If you doubt it, ask yourself why Facebook bought a company – that never made a dime of profit – for a billion dollars.

I’m certain that in a Facebook research-marketing lab someplace in Silicone Valley they’re talking about Instaface or Facegram.

Instagram is an app of the future. It’s really only usable on mobile and tablet devices. But it makes sense because mobile is where you take pictures.

Take a look at mine @jeffreygitomer

Here’s what Instagram offers to your social media mix:

  • It’s instant. Shoot the photo, minor edit, short description, add the people you’re with and or the location the photo was taken, and post it.
  • It takes less time than other social media. Not just for you, but for everyone else you’re connected to.
  • People typically post positive things. They ‘like’ it, and they can say a few words.
  • No drama. Facebook is a soap opera. Instagram is a happy place.
  • It’s a document of your daily life. In a light and non-time-consuming way.
  • It’s personal. Family sees family. Friends see friends. And you are able to stay in touch with family friends in a personal way. KEY: Invite your family and friends to join you.
  • It’s available to others. Your business friends and close customers can get a glimpse of your personal side without all the Facebook crap and your past life.
  • You don’t have to be a writer, just a smartphone user. Very few words are needed – just photos and short videos.
  • There’s a chance to be ‘liked.’ For your photos, your travels, your creativity, your career, your achievements, your cute kids, your passions, and your family.
  • There’s a chance to comment. And you can send words of praise to those you follow.
  • There’s a chance to acknowledge others. When you appear in a photo with others or want to send them a message.
  • It’s fun. It is by far, my favorite of the social media options.

YOU MUST: Get your parents, kids, close relatives, and friends involved to ‘share’ the spirit of Instagram.

IT’S NOT A TREND, IT’S A MOVEMENT: Kids are ON IT, and ALL OVER IT. My grandchildren have all but abandoned Facebook in favor of Instagram.

NOTE: I just texted Morgan, my 15-year-old granddaughter, and asked her when her last post on Facebook was. ‘September 16, 2012’ (Almost a year ago – and she was on it every hour before then). Last post on Instagram? ‘Yesterday.’ Morgan has 447 followers (knows most of them), is following 272 people, and has posted 584 photos. She is the future of Instagram – and Facebook knows it.

WAKE UP – Microsoft Word still thinks the word Instagram is a misspelling. Sad.

WANT MORE FOLLOWERS? Besides your inner circle of people and family, if you want more followers, take great photos and #hashtag key words and places of interest when you post a photo or video. Others go searching for those words and places, find you, and (some) will follow you.

Here are a few more things about Instagram that will help you learn more and take full advantage of the opportunity:

  • Hashtag (#) search for a few things you love, and find a few people to follow that have similar interests. I follow people who photograph Paris. It has led me to other amazing photographers.
  • Be authentic – post your own photos.
  • Study the experts. There are hundreds of them on Instagram.

Do it. If you’re already doing it, improve and expand your doing. It’s an easy way to share joy, memories, and passions. Oh, and it’s FREE.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

Like me! Why should I like you? Eh, I have no idea!

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If you can remember that far back in Facebook history (2007), it started as a ‘fan’ page. Then one day (way back in 2010), out of the blue, Facebook decided to change it to a ‘like’ page.

Why did they change it? Here’s their reason: “To improve your experience and promote consistency across the site, we’ve changed the language for Pages from ‘Fan’ to ‘Like.’ We believe this change offers you a more light-weight and standard way to connect with people, things and topics in which you are interested.”

Huh? Oh, that’s corporate-speak. What it really means is to create a business page where your customers or fans can go and interact. Kind of like what it was.

REALITY: It’s hard to make fun of the third largest country in the world, so everyone went along – me included.

And then the begging began. PLEASE LIKE ME! Or LIKE US ON FACEBOOK! The signs were everywhere. Still are.

And many people did:
Zappos – 833,000 likes
Elvis – 8.5 million likes
Lady Gagam – 53.5 million likes
Chevrolet – 1.9 million likes
Tesla – 234,000 likes
Jeffrey Gitomer – 35,451 likes (Not bad. But not as many as I would like. I try to give people a reason to like me, rather than just ask.)

What about your business? Who is liking you? And why? What’s the reason customers would like you beyond the beg?

Want more ‘likes’? Consider the process, not just the ask. Asking for a like gives me or anyone else little or no incentive to do so. Can you imagine this conversation, “Honey, as soon as we get home, let’s like them.” No, not gonna happen.

Here are a few thoughts to get your mind wrapped around the “like” process and help you understand how to attract and earn more of them:

  • Maybe remind people WHY they like you. If you love our service, share the love on Facebook. Facebook.com/yourbusiness THANK YOU!
  • What’s to like? Ask yourself WHY people like you and talk about that.
  • Where’s the value? Like me – and my 10 best ideas for summer weekend getaways will be yours!
  • Where’s the one on one? Interacting with customers one-on-one will get people talking about you on THEIR Facebook page, and liking you.
  • Maybe if you LOVE me, then you’ll be more likely to like me. Your passionate customers are the ones who will like you.
  • Maybe if you’re LOYAL to me, then you’ll be more likely to like me. The customers who buy from you over and over are the ones who will like you.

STRATEGY: Instant like in your store or place of business. DO IT NOW! Where’s your iPad? Why aren’t you asking people to sign in at your cash register or welcome counter and like you on the spot? I mean really, do you think your customers head home and say: “I really gotta ‘like’ the dry cleaner as soon as I walk in the door.” Not likely.
STRATEGY: Smartphones can improve like. Ask customers to like you at the register. Give a coupon.

Okay, so they like you. THEN WHAT?
Like is a one-time click, what’s my reason to post, interact, and return?

STRATEGY: Instead of just asking people to like you, ask them to tell you WHAT they like – or WHY they like it. Or better, why they like YOU. Get people to post something, not just click a button. Expand the like so that others can see your value and your reality.

The value of like is undeniable. Lots of people liking you gives peace of mind to new and prospective customers. Like is proof – social proof that you are ‘safe’ to do business with.

Like is a vote of confidence to the business, not just other customers.
Like is a source of pride and affirmation of self-worth.
Like is reputation building.

PLAN A STRATEGY. You now have some additional awareness of both the value and the strategy of ‘like.’

If you invest a few hours with your team, and maybe an outside professional (we use www.onesocialmedia.com)…
1. You’ll attract more people
2. You’ll become interactive with them
3. You’ll make more sales.

That I guarantee you’ll like.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

The Emerging Strategy of Innovative Service

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The world of the customer has dramatically changed. The tough economy has made customers more value conscious, demonstrating far more caution in how they spend their hard-earned dollar. The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

Such a plethora of challenges has required all organizations to rethink their strategy. Since revenue from customers and the power of their advocacy dramatically impacts organizational growth and profits, assuming “we know what’s best for our customers” is akin to a death knell.

But, the largest challenge today is not the changing expectations of the new, normal picky, fickle, vocal and wired customer. It is their requirement for an experience that heightens their emotional connection and ramps up their affinity. Customers are bored and want their hearts to race and their spirits to soar. And, here is the backstory.

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About the Author

Chip R. Bell is a customer loyalty consultant and the author of several national best-selling books. His last three books include The 9 ½ Principles of Innovative Service, Managers as Mentors (with Marshall Goldsmith) and Wired and Dangerous (with John Patterson). He can be reached at www.chipbell.com

Human Performance Management Best Practice 9 – Procedure Use and Adherence

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StrategyDriven Human Performance Management Best Practice ArticleUsing procedures drives consistency, reducing risk and increasing quality. Whether an activity is performed by different individuals or multiple times by the same person, proper procedure use and adherence ensures the prescribed activities are performed in the same manner, in the same order, and from the same starting conditions every time thereby yielding the same expected result. Furthermore, past operating experience can be incorporated into procedures so that lessons learned information is passed from user to user helping ensure mistakes of the past are not repeated in the future. All that said, procedures only drive this type of desired performance if used and adhered to correctly.

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About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.