When is the last time you got a letter?

How is your customer service?  Do you have the right people on the bus?  Do they do the right things?  A letter like this might be a good indicator for you.  See if you can recognize the supermarket…

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I wanted you to know that I notice when a company hires the best people. On Saturday, 4/14/12, I was shopping with my 17 month old and we were in the aisle by the seafood dept. He dropped the pacifier out of the cart and when I picked it up, Dave (in the seafood dept) asked “sir, can I wash that for you?” I can tell you this is one of the outliers in the customer service world. He took the pacifier, washed it and dried it for me and said “I understand. I’ve been there.”

Please, never forget that your people are the reason “shopping is a pleasure.” I spend about $1k/month at this store but he had no idea. That’s why it’s so impressive. Great people make all the difference! I wonder how that would have looked if I’d been at Walmart…

Thanks,

A VERY satisfied customer

What are your stories like this?  Do your customers rave about your people? We’d love to hear about it.  Share your comments and let us know the other good stories.

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We can’t afford to hire right now…

Really?  Times are tough.  Budgets have been slashed.  You’re just lucky to have a job right now anywhere right?  We’re just waiting to see how the economy pans out before we make a move.

Really?  Well you know, things aren’t as fluid as they were a couple of years ago.  It’s important to cut costs in times like these.  We can’t justify adding anyone in a non-revenue producing department right now.

ENOUGH!!!  Sorry about that.  Is it just me or has Eeyore taken over the reins of the business world?  Hearing things like that make me wonder how we ever developed the greatest economic superpower the world has ever seen.Eeyore Fortunately, there are a few of us out there who haven’t drank the KoolAid that things are horrible.

Life is tough for those who have lost a job.  It can’t be easy as an HR pro to look into their eyes and tell them that their services are no longer needed, but GOOD NEWS: Companies still need innovation.  Companies still need people…NEW people.

One of the greatest things about diversity is that it gives you a fresh, innovative thought.  Business has seen time and time again that diversity helps a company be innovative.

The challenge?  Push ahead.  Good companies come out of recessions stronger than they went into them.  Good companies relish the opportunity to add talent that will help them gain a competitive edge.  Talent that will help them beat their competition.  Talent that might even come from the competition.

In this month’s DiversityInc magazine, companies were ranked on their diversity efforts and it’s no surprise that those with a higher priority on diversity (you know, the ones who are doing more than looking for skin color) are some of the most innovative companies in the world.

images (1)Anthony Carter, the VP & Chief Diversity Officer for Johnson & Johnson was quoted “Different ways of thinking drive innovation.  We have to create an environment that fosters mutual accountability.”

What a concept!!! Rather than having the same people in the same departments thinking and acting the same way that got you into this mess, let’s come up with another way to get some accountability.  Maybe, just maybe that’s looking for a fresh perspective.

You can’t afford to hire right now?  WRONG!  You can’t afford NOT to hire right now.

Keep pushing.  Keep trying.  Keep innovating.  Keep Thinking!