An offshore customer service rep, working for a global Fortune 500 financial services firm, contacted my vendors to verify some financial information. In call after call, he mispronounced the name of my company during his inquiries. To make a long story short, his broken English created a tangled mess that could have damaged my business irreparably. Luckily, one of my vendors recognized the error and brought it to my attention. It took me hours to unravel the confusion and un-do the damage that had been done.

This less-than-stellar customer service experience is just one of several frustrating situations I have had when dealing with third world customer service reps. The amount of time I waste communicating and being understood by foreign customer service reps is my problem. But what about the companies that resort to this low-cost customer support?

 Does spending less on customer service ultimately cost them more?

 A few years ago, research was done on just this assumption. According to researchers at the University of Richmond, “the average decline in ACSI (the American Consumer Satisfaction Index) scores due to offshoring customer service results in a 1 percent to 5 percent reduction in a company’s market cap.” That means a company with a $50 Billion market capitalization could experience up to a $2.5 Billion reduction in value. All because of a decision to embark on offshore customer service…

Now more than ever, HR and executive management need to work together to find solutions to controlling customer service costs while keeping customer satisfied. Sure, running a call center offshore for 1/3 of the price sounds like a great business decision. But in this day and age of social networking, one unhappy customer can instantaneously share their unpleasant experience with 100 or more friends. Over time, this negative word of mouth could slowly but surely chip away at the brand value and bottom line.

In my opinion, customers and their satisfaction should always be priority-one. By keeping control of this function, companies not only improve customer satisfaction, they hold the reins when it comes to training, and brand management. Best of all, inter-departmental communication—and productivity — can be optimized.

Perhaps other, less client-facing functions (such as IT and manufacturing) could be offshored instead. Savings might also be realized by simply relocating customer service to a more affordable domestic location.

What’s stopping you and your company from keeping customer service in-house/close-by? Have you found a solution to this dilemma? Please comment.

I’m obsessed … especially by the portrayal of office politics at the fictional ad agency of Sterling Cooper Draper Price. Have you noticed that much has changed since 1966, yet so much remains the same?

Case and point: Managers feel threatened by their direct reports.

Last Sunday Night’s “Dark Shadows” episode explored the relationship between Creative Director Don Drapper and his recent hire, the talented copywriter Michael Ginsberg.

Don, frustrated with his recent creative dry spell, visits the office during the weekend, determined to churn out some winning concepts for an upcoming pitch. Before long, he hits a wall. Totally blocked, he sneaks into Ginsberg’s files to look for some creative inspiration. Don is impressed with Ginsberg’s rough sketches (and obviously feels insecure with his own lack of creativity). Don returns to his office for another round of brainstorming and cranks out a headline that he believes is a winner.

On Monday, Don gets his team together to share ideas. The group likes Don’s concept but they clearly love Ginsberg’s; it’s just funnier and totally “on target”.  Don defends his so-so work and his insincere subordinates kiss up to him by telling him that his work is clever. (Ginsberg even comments, “Wow! That’s actually good. Damn impressive … you could not write for so long….”)

A few days later, Don travels by taxi to pitch his presentation, intentionally leaving Ginsberg’s concept and art in the back seat of the cab. The only concept he presents to the client is his own. Charming and smooth, Don nails the pitch and we are not surprised to learn that he sells his concept to the client without ever discussing Ginsberg’s, which was certainly the better of the two.

Back at the office, an awkward confrontation ensues! Young, naïve Ginsberg learns about Don’s actions and tells him off. Don basically puts Ginsberg in his place, refusing to engage him in an argument, suggesting that he is irrelevant. As talented and smart as Ginsberg is, he has made a career-killing move, challenging Don, who has a short temper and a vindictive streak.

Today, many similar scenarios are played out in the 21^st century corporate world. Executives feel so threatened by up and coming talent that they manipulate situations to secure their status. And when overachieving subordinates speak up out of frustration–no matter how valuable or talented–they become persona non grata.

What could Ginsberg have done differently? Rather than lashing out at Don in frustration, he should have:

 1) asked Don (in a naïve way) what he might have done differently or better? Asking for advice would have made Ginsberg appear less threatening to Don.

2) acted less possessive of his concept or tried to find a way to share the credit with his insecure boss for the greater good of the department/company.

3) had a heart to heart with Don, asking him what role he wanted him to play in the process.

Obviously, no one should ever feel restrained and stifled at a job. Some would say, “just move on!”  However, if an overachiever like Ginsberg wants to keep his job, it might be better to lay low and look for something else within the firm – hopefully under a more secure leader.

Have you ever had a job where your skills or productivity made your boss look bad? How did you handle it? What advice would you give others who find themselves in this situation?

Today, you can create a customized Networking Card for your specific goal, be it a career change, post-college job search, entrepreneurial endeavor, fund raising effort or social outreach. 

Unlike your business card, which features your employer’s/company’s brand, slogan and contact information, your Networking Card features YOU! It allows you to:

• Make the appropriate impact on any important new contacts
• Clearly state your personal selling points for your new contacts to see
• Share all your relevant contact details so that you can be reached at a later date
• Connect on a professional level without having to carry/give a cumbersome resume.       

In a way, your networking business cards act like a mini resume to remind your contact of who you are, what you have to offer and how they can get in touch with you. 

In addition to the obvious elements like your name, email address and telephone numbers, be sure to include professional qualifications (CFA, MSW, Esq.) if relevant to your goal. If you have a personal web site, a business web site or even a Linkedin URL, include it on your Networking Card. Also, don’t be shy about including several key skills and accomplishments.

Taking your networking card a step farther, you may want to develop a concise slogan or personal mission statement to express what it is that makes you different, or better than, your competition.

Today there are many low-cost options for designing and printing the perfect Networking Card for your needs. Whether you want to project an image of creativity, innovation or professionalism, you’ll find the perfect color, font and graphic combination, already in template form and easily customized. Check out some sample Networking Cards at Vistaprint http://www.vistaprint.com/networking-cards.aspx?&GP=3%2f14%2f2012+10%3a49%3a32+AM&GPS=2384253994&GNF=1&GPLSID=

A Goldman Sachs executive did it. He quit over the firm’s ‘toxic’ culture in a very public resignation that was splashed all over the op-ed pages of the New York Times.

Maybe you want to do it. (And if you do, who could blame you?)

Sure, unemployment can be deeply discouraging.  But under today’s do-more-with-less work conditions, employment can also be incredibly stressful.

If you’re “mad as hell and not gonna take it anymore,” think long and hard before pulling a Jerry Maguire. After all, no matter how miserable you are in your current position, it almost always pays to make your exit on good terms.

When is it OK to say, “Take this job and shove it?” NEVER!

Here are 3 reasons why…

1. What goes online, stays online forever: With the explosion of social networking, what you do at work — especially if it is perceived as damaging — can come back to haunt you later in your career. The past no longer stays in the past. Mistakes and missteps are ALWAYS there for everyone to see.

2. Dropping the bomb will leave collateral damage: An explosive, unplanned and immediate exit will make your boss look bad, of course. But what about your co-workers? They are the ones that will be left behind to pick up your workload. They may be forced to cancel vacation plans or work long hours to make up for your unexpected absence. Those former colleagues may, one day, be in a position to help (or hurt) you.

3. Silence will not be golden: Even if your former managers or co-workers choose NOT to directly attack you during reference checks, their silence or unenthusiastic responses to prospective new employers may sink your future job searches.

As much as you may want to stick-it-to-the-man, it is much wiser to handle the resignation process with an air of professionalism, thoughtfulness and appreciation.

Once you’ve landed a new opportunity, sit down with your boss and resign in-person. Provide a brief letter of resignation if required by your employment contract. Make sure you give the appropriate amount of notice, be it 2 weeks or longer. If an exit interview is conducted, relay your reasons for leaving as tactfully as possible, understanding that criticism may not be taken well. Also, be prepared to address a possible counteroffer (which is rarely wise to accept for many, many reasons). Remember to thank your colleagues for their camaraderie and suggest that they contact you if they have questions about projects or work-related issues.  Finally, leaving your files and notes neat and organized for your replacement will garner good will.

What do you think? Is it ever ok to say, “Take This Job and Shove It?”

Even as unemployment statistics continue to hover at a dreadful 8.3%, there are job hunters who, at this very minute, are struggling with this so-called “dilemma”.

Perhaps they applied for several jobs and received more than one offer. Or maybe they learned something about the prospective company or colleagues that turned them off to the opportunity. Maybe a family or personal situation changed their course temporarily. Whatever the case, this is actually a nerve-racking situation and it is vital that it is handled with tact and professionalism.

Done right, a rejection can actually build a bridge to a new and potentially valuable business relationships. Done wrong, declining a job could not only burn a bridge, but could reap havoc on a professional’s reputation, too.

Think about it. You apply to a job. A recruiter screened your resume, there was a phone or video introduction and on site interviews with several people.Feedback was collected and given to you. Perhaps there was even a committee meeting to determine compensation. And finally, an offer was presented to you.

People have invested a lot of time and energy in getting to know you. They want YOU. YOU hold quite a lot of power at this moment. Don’t blow it by being insensitive or greedy. First and foremost, if you have no intention of accepting the job LET HR KNOW IMMEDIATELY. Don’t waste any more of their time.

Now that we’ve made that clear, let’s move on to the more delicate details. Here they are: The 3 Things You Must Say When Turning Down a Job Offer

1) THANKS!: Regardless of whether the HR or the Hiring Manager extended the offer, be sure to reach out VERBALLY (not in writing) to both to communicate your appreciation for their time and their offer. Let them know that you have given the situation much consideration. Don’t criticize any part of their offer or their organization.

2) LET ME EXPLAIN … (Choose one of the options below)

a) IT’S A PERSONAL MATTER!

Perhaps the commute is 60 miles in each direction. Or maybe a parent has taken ill. Whatever the case, an honest and straightforward explanation is the very least you can provide. “I would love to take the job but unfortunately …”

b) IT’S A FINANCIAL ISSUE.

You might want to say, “I would love to take the job but I am just not comfortable with the salary.” ONLY mention this if it is true. There is always a chance that the employer will want to re-negotiate the offer. If you are not willing to take the job at a higher salary, don’t discuss the compensation.

c) THE JOB DOESN’T ALIGN WITH MY GOALS.

If you have concerns that the job is low-visibility or you don’t see a career path at the position, just be honest. “Ultimately, my goal is to manage a group of analysts. I don’t think this position will give me the experience I’ll need to reach this goal.”

d) IT’S A CORPORATE CULTURE THING.

Have you heard rumors of back-stabbing? Is the head of the department nick-named “Cruella DeVille”? Keep this information to yourself. And try to find a more professional excuse. Say, “I would prefer to work for a privatly-held company”, or “I’m looking for a more entrepreneurial opportunity.” Blame it on the corporate structure, not the people.

e) I GOT ANOTHER OFFER.

If you have a better offer, be honest.  Using the strategies above, define the reason the other offer is better suited to your needs/goals. And NEVER EVER accept both offers.

3) I’D LIKE TO HELP YOU FIND ANOTHER CANDIDATE FOR THE JOB.

Yes. You read that right. You MUST offer to do something nice for the HR person or the Hiring Manager. Or both of them. This is an opportunity for you to build some potentially valuable professional relationships. So go out of your way to be of service to these folks. Remember, the recruiter you just turned down may one day work for the company of your dreams. The same holds true for the Hiring Manager. Do everything you can to support them in their efforts. Think about Karma: What goes around comes around. Add them to your “circle of influence” and stay in touch. As time goes by, your paths may cross again.

Have you ever had to turn down a job? Do you have advice for those who find themselves in this situation? Please add your comments below!

According to the U.S. Department of Labor, the Number 1 reason people leave their jobs is because they don’t feel appreciated.

A Gallup poll of over 4 million employees shows that regular recognition and praise increase company loyalty, productivity and even safety.

In Inc. Magazine’s recent article, 9 things that Motivate Employees More Than Money, The #1 suggestion was …”Be Generous With Praise.”

Corporations that prioritize employee recognition understand the power of a simple “thank you” or “good job”.  Indeed, employee recognition is one of the least expensive and most effective ways to create a positive work culture. However, it is also one of the most under-utilized. 

In poll after poll, survey after survey, employees say the same things: They want to know that they have done a good job – and that someone has noticed. Just let them know that and they’ll be more engaged, more productive and more loyal. Simple, right? 

With all of this research and commons sense you would expect to find recognition programs set into every firm’s HR strategy… 

But no. 

The fact is, the majority of firms set aside just one day of the year to appreciate their staff — Employee Appreciation Day — and it is certainly NOT celebrated or recognized by all companies!

March 2 is the day!

Praise. Salute. Write a note. Give a gift, Break bread. Make the day memorable and fun for your employees. After all, there would be no YOU without YOUR PEOPLE. Celebrate the value they bring to your organization as individuals. It’s THE best way to increase employee engagement, commitment, and motivation. 

How does your firm recognize Employee Appreciation Day? Please share…

Here’s one of the worst HR stories I’ve heard in a while. And it happened to a friend. Let’s call him Jerry.

Jerry works for a global financial firm. A large portion of his compensation is in the form of a bonus. This bonus is, in part, determined by the performance review he is given at the end of each year.

As a supervisor himself, Jerry is responsible for the performance reviews of 6 direct reports. Jerry’s boss, Igor, is a Managing Director who is new at the firm. And since Jerry handles most of the performance review responsibilities in the department, Igor is only responsible for one performance review. Jerry’s. 

An internal deadline date of December 30th is given to management. This date is vital because it gives all reports an opportunity to discuss, challenge, accept or decline their performance appraisals and goals. Once the reports are acknowledged by employees, the bonuses are determined and everything is “baked” into the system. 

Jerry completes his 6 performance reviews on time. Igor, who has been busy “managing up” (and shaking things up) makes excuses for delaying Jerry’s review. Jerry is anxious and excited for his review because of the many measurable accomplishments he achieved in the prior year. Although Igor was not with the firm at the time of most of these accomplishments, Jerry provided a list of accomplishments and has been vocal about his achievements. He is expecting a great review and/or a promotion. His bonus is riding on it.

Days turn into weeks. And Jerry’s review is pushed off. Jerry urges Igor (as delicately as possible) to respect the process and complete his review. Igor tells Jerry that HR gave him an extension to complete his review. Bottom line: Igor finally gives Jerry his review — the day before bonuses are announced! What’s worse, the review is negative! 

Igor overlooked all of Jerry’s accomplishments and focused on one minor error that Jerry recently made. It is evident that Igor put no time or effort into Jerry’s review. Jerry is shocked! He and Igor have a long, heated conversation about the rating — Igor acknowledges his oversights and attempts to make an upward adjustment to Jerry’s rating in the system. He can’t. It’s too late. The internal deadline date has passed and changes can no longer be accepted. Jerry’s rating is wrong … his bonus is affected…his reputation is damaged … his future with the firm is now in question. 

Jerry, who has a great reputation with all of his colleagues, has always received good performance evaluations and has a paper trail outlining the situation, goes on a one-man crusade to right this wrong. He files a complaint with HR, and then goes to executive management with his woes. He is angry, upset, worried and mortified…

Who allowed this to happen?  Why weren’t the necessary guidelines followed? What sort of HR professional would EVER allow a performance review to be done at the 11th hour? Was the HR manager just trying to placate a strong-willed executive? And how did this new Managing Director even get hired when he clearly has no regard for the value or understanding of the most vital of management tools? 

Does the HR department of one of the world’s largest financial institutions even realize that a botched review processes can lead to employee turnover, low morale and potential legal trouble? Do they understand the harm that can be done to their brand if a story like this gets out? 

CONSIDER THIS A WAKE UP ALL FOR CALL HR FOLKS! You say you WANT to be respected as decisive, strategic and added-value but to do so you must realize that you do not work for the executives — you work for the company. HR nightmares like this happen ALL the time in corporate America. HR simply must adhere to the processes that are put in place. HR must advocate for employees. HR people must be strong and have the b***s to stand up to the powers that be. The lives and careers of employees depend on this!

My opinion: Igor is an accomplice in this abomination. But HR is ultimately to blame. What do you think?

AFTERWORD: After much wrangling, Jerry’s rating was manually upgraded in the system. However, as of now his bonus will be paid based on the original, erroneous rating. Jerry, an engaged, productive and loyal employee, is currently looking for a new opportunity.

Security? 

The concept of job security is eroding quickly in this country. Frankly, “permanent” jobs are becoming a delusion. According to the Washington Post, more than a quarter of people who have found jobs since the recession ended have landed in temporary positions. This is a dramatic and unprecedented shift in the work place.   In addition, “permanent” jobs are an illusion – with massive downsizing is your job really “permanent”.  Of course not! No job is permanent at any level or with any company.

Conspiracy?

Many are calling the lack of “permanent” opportunities a conspiracy … some have called it the beginning of the end of the middle class. They complain that companies are adding “consultants” to their ranks to avoid paying benefits and dealing with unionized workforces. Others lament that temp employment is making it difficult for many to  qualify for a mortgage or build their credit score.  

Reality! 

In these turbulent times, hiring managers simply can not get head count approval because corporations don’t know what their business landscape will look like, from year to year. They’re hedging their bets by creating temp jobs to fill in the gaps. 

Think temp opportunities are all administrative in nature? Think again!  Manpower North America recently reported that, “companies are hiring more middle management and even executive level workers for temporary or consulting jobs, especially project roles in accounting, finance, IT, engineering and healthcare.”

The bright side? Temporary workers are staying in their posts longer, averaging 13.8 weeks. And many opportunities are much longer in duration. Typically, about half of those on temp assignments end up being hired as full-time employees. For the unemployed, these are not bad odds for finding the elusive, full-time opportunity. In fact, for many, contract employment is a back door entrance to a new career. 

Temp Your Way to your Dream Job: 5 Smart Strategy for Success

1) Pick an agency wisely: Whether you want to shift your career or hone in on an industry, you can find an agency that focuses on the area of your interest, be it accounting, IT, marketing, pharma or environmental. The list goes on and on …. Also, keep in mind that some temp/consulting firms actually DO provide benefits to their consultants/temps. 

2) Communicate your goals: Are you trying to gain experience in a particular field or enhance your skill set? Let your agency recruiter know what you’re looking for and exactly how you think you can “fit” this type of job. Ultimately, the agency recruiter works for the Companies that are hiring. It is up to the agency to make advantageous “matches.”  Explain your skills, your field of interest and “pitch” yourself for several scenarios that you would consider. 

3) Go above and beyond: Once on the job, your first priorities are the tasks at hand. Do them to the best of your ability and then ask for more. Be visible, enthusiastic and engaged. Find ways to enhance the position and suggest improvements to the process without being obnoxious or pushy. How can your current temp role be done better? How can you help save money and be more efficient? Think about these issues while you are on the job and mention your solutions to your superiors.

4) Consider the job a loooooong interview: Ask questions. Be curious. And be on your best behavior. Do a little internal research on the different areas of the company and how they might appeal to you and your skill set. Find a way to delicately communicate the facts that you are “more than a temp” and that you are interested in a full-time opportunity with the firm. A word to the wise: Do not badger decision-makers with your goals and aspirations. Project professionalism.  

5) Explore all opportunities while onsite: Seminars. Lunch and learn. Blood drives. After-work sports teams. Take every allowable opportunity to mesh into the fabric of the company. Become an “insider”  and others will take notice. Scout out newly vacated/created positions on internal job boards. Even if a job does not materialize, you will make new connections, expand your network and potentially open doors to other unknown opportunities. 

Instead of dreading the prospect of temping, why not embrace it? After all, there is one major benefit to working on a contract basis–it’s a great way to test drive a company before you commit. 

Please share your experiences as a contract worker. We’d love to hear your success stories!

Recently, someone asked me how successful job seekers set themselves apart. I thought back on my 15+ years in staffing industry and had to admit that only a handful of applicants have stayed in the front of my mind.

So I asked my colleagues for some feedback. They shared some of the most memorable, creative and innovative approaches to securing an interview … and following up with flair. Check them out!

HIGH TECH STRATEGIES

VIDEO RESUME: “I recently received a very slick, very quick video introduction from a potential Sales Manager candidate. It was clever, cohesive and stayed in my mind. I got a sense of how he (the candidate) came across in person and was impressed with his communication skills. A person’s true self can’t always come through on an 8 1/2” x 11” sheet of paper. This was effective.”

PERSONAL WEB SITE: “One day while I was on LinkedIn, I noticed an advertisement with a simple headline that read, “HIRE ME.” I couldn’t resist the teaser and clicked on the link, which brought me to a customized personal web site of a very interesting job candidate. It was complete with graphs, charts, portfolio pieces, testimonials, embedded video and share buttons. Smartest of all was the contact page, which made it very easy to email the candidate. Clever and memorable!”

PROMOTIONAL PRODUCTS

GLASSES: “I don’t like the idea of receiving thank you gifts but I’ll never forget this one. A candidate wearing the currently popular “geek chick” glasses met with me about an open position. The next day I received a package from him. A generic eye glass case which I opened.  Inside was the identical pair of geeky glasses, with a brief ‘Thank You For Seeing Me’ note.”

TOILET PAPER: “A college grad was looking for an entry level position with a creative ad agency. She sent her resume along with a roll of custom printed toilet paper. The message: Her name with the line, ‘I don’t mind starting at the bottom.’ I wouldn’t recommend this tactic for every young job hunter, but for the specific industry, this was brilliant!”

HOLIDAY LIGHTS: “An innovation company was looking for a product development guru. Many resumes crossed my desk but one candidate stood out. He sent a sleekly-packaged orange box that was pre-printed and had a cellophane window. Through the window I could see the string of lights. It was accompanied by message about his ‘100 Bright Ideas’. He got the interview AND the job.”

OLD FASHIONED CHARM

APPLE PIE: “There must be some truth to the theory that people make an emotional connection to smells — especially good ones. A candidate came to an interview with a hot apple pie and left it with the Hiring Manager as a show of thanks for her time. After the interview, the manager could not stop raving about the great impression that this candidate made. She was called back for a second interview.”

HEARTFELT NOTE: “Every day I get several emails thanking me for interviewing potential candidates. I have only received one hand- written card. It was obvious that the candidate hand-picked the card based on my personal interest in music (we had discussed it briefly during our meeting). He also gave a lot of thought to the written message. I saved the note. He got the second interview.”

STRANGE BUT TRUE

MUSIC MAN: “I had one candidate march into my office, wrapped inside a big, brass tuba! In addition to making a big splash, he had amazing credentials. He was concerned that he would be overlooked in the slew of resumes for the particular job. He wasn’t!”

Obviously, being clever, cute or downright kooky doesn’t make you qualified for a job. Ultimately, it is your skill and your experience that lands the right opportunity. But it is imperative that today’s job hunter gets noticed. Take a cue from successful brands we use every day. Recognize your uniqueness and find a way to relay this to those you need to reach.

What have you done to stand out and get noticed? What have you seen others do? Please share your experiences with our readers. Thanks!