Some human resource departments have maintained an old command and control mentality, where they see their jobs as making sure managers and employees are doing what they are supposed to. Is everyone on time? Why not? What about sick leave? Are all the rules being followed? It’s not that these departments are misguided, because some rules, (e.g.. hiring practices, safety, harassment, etc.) ARE important and need to be handled centrally by a company. Or, certain programs and procedures may best be handled by a central department because of the need to coordinate some actions across the entire company. Problems arise, however, when the HR departments forgets that it’s purpose is to serve the needs of the company, the managers and the employees, to help THEM get the work done.

After all, is your company’s human resources department a PROFIT CENTER? Of course not. The HR department doesn’t produce anything or sell anything but it can help the rest of the company make things or sell things by smoothing the path on some matters.

What sets apart good HR departments from bad is that the bad ones lose their service orientation, and forget that if they don’t help others get their jobs done; they won’t get cooperation from those they should be helping. The good ones recognize that while they are obligated to do some regulation of some processes, that they can play important leadership roles in the organization. And that does NOT mean dictating but balancing off the needs of the organization with the needs of the managers and employees.

What would this look like? Let’s take an example: performance appraisal. Poor HR departments go about performance appraisal this way. They devise a set of rules and forms on their own, then go forth (if they have executive support) and TELL managers and employees what they SHALL do. They tend not to consult, or if they consult just forget to listen to the people who have to use these sometimes monstrous procedures. What happens is that since HR tends to be somewhat distant from the users of the system, the process misses. Managers and employees see the process as another hoop to jump through, and stall, or avoid doing what they are supposed to. What happens is that HR then has to move into the police or enforcer role, to try to coerce managers to do what they are supposed to. That gets everyone frustrated and drives wedges between HR and the rest of the company.

The good HR department goes about it differently. While they recognize that performance appraisal needs to be, in some respects, a central organization process, they also recognize that if the process isn’t responsive to at least some needs of managers and employees, it will never succeed. So rather than dictating the procedures, forms and minutiae, the smart HR folks create (in consultation with both managers and employees), a skeleton outline of the process. This skeleton outlines the basic components, but leave the details to the managers. So rather than telling managers they much use the twelve page form provided, they simply say that managers must document the performance discussions, and forward them to HR at least annually. See the difference? The shift here is from dictating details to providing a framework and helping people work within that general framework. It’s a SUPPORTING function, and not a lead actor.

Everyone benefits (including the HR staff) by backing off and recognizing that one can both support and lead at the same time without dictating. The bottom line is that the more HR dictates and plays enforcer, the fewer managers and staffs feel they need to take responsibility for the functions HR is dictating. The more dictation the more resistance from the rest of the company.

So, HR folks. Look to providing frameworks, rather than details. Look to serve rather than to command.

Get To know  them
So many times we see a company provide what the customer is looking for and then send them on their way. In a bicycle shop, for example, a customer walks in and is obviously searching for something related to a bicycle. He or she mentions that a desire to purchase a new bicycle is what has brought them into the store that day. The shop owner has plenty of bicycles for sale, lets the customer find one they like, receives payment, and lets the transaction end there.

One thing to remember is that, often, the businessman or woman knows more about the product or service they are providing than even the most informed customer. Suppose that the customer in the bicycle shop picked out a street racing, ten-speed bicycle and the shop owner, neglecting to develop a personal relationship with the customer, let the customer’s choice be the beginning of the transaction and the payment for said bicycle be the end of it.

Now, suppose that the same customer with a new street racing ten-speed bicycle was planning on taking that bicycle on a mountain trip through rugged and desolate trails. Obviously, the street racing ten-speed is not the best of choices for doing so. If the shop owner had taken the time to talk to the customer and asked questions such as, “So, planning on doing some riding? Where at?” the shop owner would have been able to suggest a better product for the customer and, hence, developed an appreciative bond between the business and the customer, causing the customer to, more-than-likely, make a return visit.

Make It Special
Sometimes, excellent customer service calls for the unusual. Make an effort to go the extra mile and provide what is known as “customer-led services”. Some customers might work until 5:00 p.m., which is just when your store closes. Offering to let the customer shop after the store closes is catering to a customer’s special needs and goes a LONG way in the relationship department. This sort of action also goes hand-in-hand with developing a personal relationship with the customer, as mentioned earlier. This example of customer service is something that can be used anywhere, from a small storefront business to a large corporation. The point is, pay attention to special needs of your customers, whether a customer is a casual shopper or a corporate client, and you will be rewarded with continued business from that customer again and again.

Customer Service Starts at Home
It is important to remember that good customer service starts with employees that are happy to serve the customer. Take care of your employees and they will take care of you. Make sure their needs are met and do what you can to create a workplace free from negativity and full of motivation and recognition for creativity. Happy employees love their job and it shows when they provide a service or product to your customers.

Time’s Up!
If an idea, plan, or strategy is not working, bring it to an end. So often, managers are faced with the realization that perhaps the system which was put in place to increase customer service is not going to produce positive results after all. Still, they are reluctant to drop the curtain due to pride or hoping that with just a little more time the plan could still be effective. Forget it. If it’s not working, move on to something else. Shut it down and start something else. There is no use in wasting customers’ time and business in the hope that whatever method is being used will eventually work out. Out with the old, in with the new is good advice.

Above all, remember that customer service is the single most important thing to consider in your business, second only to taking care of your employees. Be willing to be flexible and get involved in the process of customer service in any way possible, no matter how high on the food chain you are. Not only will this serve as a good example to your employees but it will increase the level of service that your customers receive.

Last week’s article covered the likely responses of three “Janes,” Jane Dough, Accidental Jane, and Tenacity Jane. This week, we explore the reactions of Go Jane Go and Merry Jane.

Go Jane Go is a successful female entrepreneur who has grown her business to the point that she may struggle to get time away from work. She’s confident and organized, and is likely to have put systems in place to get her work done in an efficient manner—which may have something to do with why she’s four times as likely as the average female business owner to hit the million-dollar. Accounting for 14% of all women entrepreneurs, Go Jane Go types are the least common of the five Jane types.

Because Go Jane Go has grown her business to the point where her she has plenty of work coming in—and the right systems in place to accommodate that work—the loss of a single client (or even two or three) does not pose a serious threat to her business.

However, because Go Jane Go tends cares so much about her clients, the loss of one or more of them may set off some serious alarm bells anyway. If the customer had been a good one with whom she had a relationship, she may feel guilt about whether she failed to provide the right level of service and almost obsessed about what she might have done wrong or what she might have done to prevent the loss. This “looking backward” approach can take up considerable energy from Go Jane Go and keep her from being able to see all of the good she has done.

It is also possible, again depending on the relationship, that Go Jane Go might actually feel relieved. In these cases, it is likely that the relationship wasn’t working for Go Jane Go but because she is committed to good service and doesn’t generally like to engage in what she may see as confrontation, she may have been quietly suffering the relationship. When this client goes, she may actually feel liberated.

In either case, Go Jane Go has an opportunity to remind herself to depersonalize things somewhat and focus on re-investing her energy. In the case of the “bad” customer, she is now free to spend her time focusing on stronger and better relationships. In the case of the lost “good” customer, she should:

1. acknowledge that sometimes things happen that are out of our control,
2. give herself credit for all the things she did that were right
3. acknowledge any lessons learned and commit to improving next time
4. and finally, release any guilt feelings and reinvest her energy in a happier way.

Our last entrepreneur, Merry Jane, is very committed to running her business in a way that helps her be master of her own time. She realizes she may not be making as much money as she might, but she’s happily running her company in a way that works for her lifestyle. Roughly 19% of women business owners are Merry Janes.

Merry Jane cares about her customers and wants to keep them, but at the same time she knows that she only has so much time to invest in any given customer. Therefore, when a customer leaves, she is likely to see it fairly pragmatically, knowing that sometimes these things happen in business. She’ll quickly turn her attention to identifying the next new customer to replace the loss.

And I’ll have to admit, it is a walk in the park compared to what you have to put up with in the working world punching a clock being a subordinate to someone who does not have your interests in mind, but there are still rules you have to follow and pitfalls you must avoid to actually make Internet marketing work for you.

Most people will not make a dime online and yet there are others who will make more in one month than most people make in a whole year. Why is that?

My answer begins with the age-old chicken or egg question, “what comes first the chicken or the egg”? Personally I vote for, well never mind, each argument you or I make comes back to the same old conclusion – I have no clue and I don’t think many of us do either.

But one thing I do have a clue about and know for sure is that to make money online you must first have Passion for the company products and/or service of any Internet business from which you expect to make money.

Passion in this sense simply means that you’ve researched and like the company and products or services. It is then that you translate that like (or Passion) into the education, excitement and work that usually a company Passion.

I will have to say that many online entrepreneurs are so good at what they do that they ignore passion because they can sell anything. But I’m concerned about those of you who are not so knowledgeable at working an online business successfully.

Now, I’m not trying to make anyone believe that Passion is the only thing necessary. Because to be successful you must also have a good website, good marketing, widespread advertising, company support, effective keywords, and etc. Those things are often learned from the company you join – but sidestep Passion and you reduce your chances for success dramatically.

It therefore follows that, if you have no Passion for the company and the products and services provided by that company, again, you won’t attempt to do the work you are being taught.

Internet marketing work is typically not all that difficult or time consuming but it does take motivation caused by Passion to get you off and running with a sustained effort so that you won’t stumble.

You have a great resource in the Internet search engines to search about the Internet Marketing industry for business opportunities, USE IT!

Your research should uncover a company that you like and have confidence in. It should be solid, founded on great principles, and easy to understand with great products and services that are sell-able for which you can have Passion. If you don’t find it move on,
you can find the right opportunity containing the attributes identified above.

Comments like, well, that one sounds good and the compensation plan is excellent so I guess I’ll start that business – does not sound like a decision based on anything near Passion. And remember when you hear that an Internet “guru” does that, don’t be tempted, because as I said earlier they are experienced and can sell just about anything, without being Passionate about the company products and services.

Note: By the way it’s your goal to get to the point where you can sell about anything online. That end skill and goal is a worthy one indeed.

Remember, there are other steps you must make before you step into Internet Marketing but if you don’t first find the right company products and services to be passionate about, all of those other steps may just cause you a lot of frustration instead of bringing you great success.

Not being Passionate about a company and products and services that has market proof that it will sell is a pitfall you simply must avoid.