Is your organization like a tiger?

In the absence of real information from a credible source, it is human nature to fill the gap – most often with the worst-case scenario. With each iteration, these stories grow more speculative, more horrifying, more grandiose.

We’re seeing this occur with Tiger Woods’ one-car accident. In the absence of REAL information there is speculation. Was he drinking? Were they fighting? The conspiracy theories are out in force. With each day that passes without him speaking with authorities the rumors appear to grow stronger and more ferocious.

The story isn’t so much about the accident….it’s about the lack of information around the accident.

This is exactly what happens inside organizations. In the absence of real information from a credible source, employees will fill the gaps and panic can easily ensue. Are we being bought out? Is the company in financial trouble? Should I be looking for another job?

The fallout of this speculation is wide-reaching:

(1) Productivity plummets. Employees are expending so much energy on speculations, worry, working on their resumes, etc that productivity takes a hit. The more wild rampant the rumors and speculation, the further productivity falls.

(2) Top talent exits the organization. Exceptional employees have more options in terms of where they work - when the culture of an organization disintegrates into one of uncertainty top performers become frustrated by the drop of productivity and will seek opportunities elsewhere. Brain-drain ensues further hampering the organization.

(3) Customers question the organization’s viability. Rumors are not contained by the walls of your headquarters. When employees get nervous so do customers. Chat boards light up with talk about the perils of the organization – real or imagined. It fuels the fire of misinformation and further hampers the organization’s effectiveness.

My advice: Don’t be like a tiger ….well….at least don’t be like Tiger Woods and his handling of the car accident.

Openly share information – don’t hide from your employees and naively think they will operate on the assumption that “no news is good news”. It’ more likely they will assume ‘no news means something horrible is happening and I should talk with others about this and see if they agree with me that the world is, in fact, coming to an end’.

When in doubt communicate, communicate, communicate.

May all your Endeavors be Insightful,

Nora A Burns, SPHR
www.insightfulendeavors.com
Twitter: @NoraBurns

Want employees to go above and beyond? Lead by example!

This week I had the pleasure of attending the 2009 Colorado Hotel and Lodging Association Conference in Colorado Springs, CO. At the annual conference, outstanding employees in the hotel & lodging industry are recognized for exceptional service in their respective areas of expertise. If you’ve traveled in Colorado you’ve likely met some of these service providers. They are the people who go out of their way to make guests feel “at home” while on the road and include bellman, concierges, reception desk staff, chefs, etc.

The evening before the award dinner I heard about one particularly outstanding employee …. Ken Wall of Doubletree Grand Junction. If memory serves correctly, Ken has worked at the property for 19 years. In that time he has not missed a single day of work, has never been late and has not been the recipient of a single disciplinary action. Ken is a “getter done” guy who is committed to exceptional service and making life easier for others.

Here’s the challenge……and the story as I heard it from several sources…..I-70, the highway leading from Grand Junction to Denver/Colorado Springs was closed. If I-70 is impassable it would be really unsafe and unwise to attempt any other way down the mountain. It looked like Ken would miss the conference….and the presentation of his award for outstanding service.

The owner of the Doubletree Grand Junction property is in the Denver area and was already at the conference. When he heard about Ken’s predicament he immediately went into action. Ken arrived later that evening…….by plane. The property owner recognized the importance of going above and beyond for Ken.…..just as Ken had gone above and beyond for so many guests over the previous 19 years.

My reaction to this story as it was relayed to me….in a word: Goosebumps.

If you want your employees to go the extra mile for your customers…..go the extra mile for them.

Are you holding yourself to the same standard you expect of all employees?


May all your Endeavors be Insightful,

Nora A Burns, SPHR


p.s. Next time I’m in Grand Junction ….. I’ll be staying at the Doubletree. They have earned my business by displaying exceptional leadership.