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Suggest You - The Silent Assassin - What to Do When They Visit You?
If you want your front-line staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Superior Customer Service.A is for Attention to Detail. Because when customers know you care passionately about the little things, they’ll know you care a great deal more about the big things.B is for Benefits which is all your customer wants you to tell them.C is for Complaints, your free marketing service.D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds.E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer.
Give the silent assassin time to put their side of the story forwards. If they start to manifest by defensive behaviour or overtly rude, loud and threatening you know you are on the right track.
This is a sign to you that you are on the right path and that the likely outcome of the situation is performance management and moving the person on from your business. The day of the silent assassin in your business must end or you face potential ruin and legal penalties.
A person who has nothing to ‘worry’ about knows their behaviours and conduct can stand up to scrutiny.
Many productivity problems in the workplace often come down to a ‘fly in the ointm
In the last article in this series, we talked about some of the hardest ways that people try to build a customer base for a store. We also talked about why these methods do not normally work well. This article will give some ways of finding new customers for a retail store that can work much better.There are many different ways to find customers for a retail store. The traditional way is to open a store and wait for people to come. If this is not bringing you as many customers as you want however, try one or more of the ideas below.Home parties:Home party marketing is one of the fastest growing ways of selling products today. Your products are perfect for home parties
There are a group of people in the community that will some time in their career visit your business; the silent assassin.
The silent assassin displays all the qualities of a serial killer as they silently wreck havoc in your business through unrest, sabotage, bullying and non-productivity.
Modus Operandi
The silent assassin is a work of art! They stalk their victim/s purposely as they maintain an outward veneer of respectability towards management and those that have authority. They often undermine your business and wreck the careers of other employees through a vicious type of ‘office politics’ and ‘sabotage’?
They love trouble and strife and seeing other colleagues disadvantaged! The feed the ‘grapevine’ with rumour gossip that is in their interests. But you wouldn’t necessarily know of course. They wear great camouflage.
Detecting the Silent Assassin
Detecting the Silent Assassin is not easy! They often go undetected for many months with employees afraid to confront them or approach management about the behaviours of these people.
Surface respectability and a pleasant demeanour often accompany these people. It is estimated that the silent assassin has a tremendous impact on productivity where productivity can decline dramatically and morale plummets and you wake up one morning and wonder what is going on.
What do they do to my business?
The silent assassin is an expert in sabotaging other peoples career and the productivity of your business.
The come to work with the outward guise of working hard for you only to engage in activities that cost you time and money. It has been said that sabotage can be defined as coming to work with the express intent of working slowly, not working, appearing to work, placing impediments in others performing and producing and making a conscious choice to undermine your business and in the extreme to damaging your business deliberately and calculatedly.
How do I know who they are? You can do your business a favour by taking time out of your routine regularly and look at the stats,
• Have you a higher employee turnover than is normal for your industry
• Have you received requests from departments’ employees in particular for employees to be transferred to another department?
• Lack of team work and working together
• Increased friction
• Increased absenteeism
• Decreased productivity
• Decreased profits despite good sales
• Excessive customer complaints
• Increased ‘grapevine’ and rumour mill traffic
• People regularly resigning from their positions
• Low levels of trust
What do I do?
Trying to smooth the waters or placating these people will not work! You must take time to carefully investigate your business and see for yourself. You need to be thorough. Your people deserve an environment that is safe and wholesome to work in. You can
• Speak to workers and managers that have worked with the suspected person and get their opinions.
• Realise that many silent assassins work on the premise that their behaviours and conduct go unnoticed. This is their Achilles’ heel.
• Have other trusted employees keep and eye open on the person and pass on examples of inappropriate behaviour to you.
• Keep thorough documentation
How do I deal with the silent assassin?
A person who engages in assassination or sabotage has no place in your business.
You must confront the silent assassin with proof of their behaviours. Make sure you have everything well documented. Call a meeting and say to the perpetrator ‘Something is not right here and it is affecting our business. I need to get to the bottom of it and have some concerns about the negative behaviours and comments that you seem to be displaying'. Give some examples.
Give the silent assassin time to put their side of the story forwards. If they start to manifest by defensive behaviour or overtly rude, loud and threatening you know you are on the right track.
This is a sign to you that you are on the right path and that the likely outcome of the situation is performance management and moving the person on from your business. The day of the silent assassin in your business must end or you face potential ruin and legal penalties.
A person who has nothing to ‘worry’ about knows their behaviours and conduct can stand up to scrutiny.
Many productivity problems in the workplace often come down to a ‘fly in the ointme
Many of us are so wrapped up in our business that we don’t have a chance to step back and reflect for a moment, on who we are in our lives. This is a problem that all of us face at one time or another whether we are a corporate executive or a live at home parent. I can remember being a child growing up in middle class America wondering what it would be like to have all the material wealth in the world. While still in grade school, who I be was a kid whose only concerns were Saturday morning cartoons and what mom was cooking for diner. As time went on and I learned the “rules” of my parents house, as much as I just wanted to be, I created this story that I could no longer be, and had to do
Detecting the Silent Assassin is not easy! They often go undetected for many months with employees afraid to confront them or approach management about the behaviours of these people.
Surface respectability and a pleasant demeanour often accompany these people. It is estimated that the silent assassin has a tremendous impact on productivity where productivity can decline dramatically and morale plummets and you wake up one morning and wonder what is going on.
What do they do to my business?
The silent assassin is an expert in sabotaging other peoples career and the productivity of your business.
The come to work with the outward guise of working hard for you only to engage in activities that cost you time and money. It has been said that sabotage can be defined as coming to work with the express intent of working slowly, not working, appearing to work, placing impediments in others performing and producing and making a conscious choice to undermine your business and in the extreme to damaging your business deliberately and calculatedly.
How do I know who they are? You can do your business a favour by taking time out of your routine regularly and look at the stats,
• Have you a higher employee turnover than is normal for your industry
• Have you received requests from departments’ employees in particular for employees to be transferred to another department?
• Lack of team work and working together
• Increased friction
• Increased absenteeism
• Decreased productivity
• Decreased profits despite good sales
• Excessive customer complaints
• Increased ‘grapevine’ and rumour mill traffic
• People regularly resigning from their positions
• Low levels of trust
What do I do?
Trying to smooth the waters or placating these people will not work! You must take time to carefully investigate your business and see for yourself. You need to be thorough. Your people deserve an environment that is safe and wholesome to work in. You can
• Speak to workers and managers that have worked with the suspected person and get their opinions.
• Realise that many silent assassins work on the premise that their behaviours and conduct go unnoticed. This is their Achilles’ heel.
• Have other trusted employees keep and eye open on the person and pass on examples of inappropriate behaviour to you.
• Keep thorough documentation
How do I deal with the silent assassin?
A person who engages in assassination or sabotage has no place in your business.
You must confront the silent assassin with proof of their behaviours. Make sure you have everything well documented. Call a meeting and say to the perpetrator ‘Something is not right here and it is affecting our business. I need to get to the bottom of it and have some concerns about the negative behaviours and comments that you seem to be displaying'. Give some examples.
Give the silent assassin time to put their side of the story forwards. If they start to manifest by defensive behaviour or overtly rude, loud and threatening you know you are on the right track.
This is a sign to you that you are on the right path and that the likely outcome of the situation is performance management and moving the person on from your business. The day of the silent assassin in your business must end or you face potential ruin and legal penalties.
A person who has nothing to ‘worry’ about knows their behaviours and conduct can stand up to scrutiny.
Many productivity problems in the workplace often come down to a ‘fly in the ointm
A card merchant account can put your business on the road to financial success. If your company is not yet accepting credit card payments, you are missing out on the powerful potential of this income stream. Many business owners who started taking credit card payments claim that their income has doubled while overhead costs have diminished. When you become eligible to receive credit card payments, you are likely to experience an increase in sales volume and chase fewer dud checks. To facilitate credit card payment, however, you will need to apply for a merchant account.Start by finding a lender you can trust. This may be a bank you already work with, one that perhaps got your business s
How do I know who they are? You can do your business a favour by taking time out of your routine regularly and look at the stats,
• Have you a higher employee turnover than is normal for your industry
• Have you received requests from departments’ employees in particular for employees to be transferred to another department?
• Lack of team work and working together
• Increased friction
• Increased absenteeism
• Decreased productivity
• Decreased profits despite good sales
• Excessive customer complaints
• Increased ‘grapevine’ and rumour mill traffic
• People regularly resigning from their positions
• Low levels of trust
What do I do?
Trying to smooth the waters or placating these people will not work! You must take time to carefully investigate your business and see for yourself. You need to be thorough. Your people deserve an environment that is safe and wholesome to work in. You can
• Speak to workers and managers that have worked with the suspected person and get their opinions.
• Realise that many silent assassins work on the premise that their behaviours and conduct go unnoticed. This is their Achilles’ heel.
• Have other trusted employees keep and eye open on the person and pass on examples of inappropriate behaviour to you.
• Keep thorough documentation
How do I deal with the silent assassin?
A person who engages in assassination or sabotage has no place in your business.
You must confront the silent assassin with proof of their behaviours. Make sure you have everything well documented. Call a meeting and say to the perpetrator ‘Something is not right here and it is affecting our business. I need to get to the bottom of it and have some concerns about the negative behaviours and comments that you seem to be displaying'. Give some examples.
Give the silent assassin time to put their side of the story forwards. If they start to manifest by defensive behaviour or overtly rude, loud and threatening you know you are on the right track.
This is a sign to you that you are on the right path and that the likely outcome of the situation is performance management and moving the person on from your business. The day of the silent assassin in your business must end or you face potential ruin and legal penalties.
A person who has nothing to ‘worry’ about knows their behaviours and conduct can stand up to scrutiny.
Many productivity problems in the workplace often come down to a ‘fly in the ointm
With entrepreneurship holding out the promise of a lucrative future, together with the freedom to be your own boss, many women are choosing to walk the road to free enterprise rather than stay in dead end jobs. Research has shown that twice as many women as men opt out of corporate jobs to start their own business.Advantages of Starting Your Own Business:1) Earlier, women were expected to work towards the goals of their organization without considering their own professional satisfaction. Now, more and more women are discovering the joys of being their own boss. 2) As the boss of your own organization, you have more flexibility about setting corporate goals. 3) As a
• Speak to workers and managers that have worked with the suspected person and get their opinions.
• Realise that many silent assassins work on the premise that their behaviours and conduct go unnoticed. This is their Achilles’ heel.
• Have other trusted employees keep and eye open on the person and pass on examples of inappropriate behaviour to you.
• Keep thorough documentation
How do I deal with the silent assassin?
A person who engages in assassination or sabotage has no place in your business.
You must confront the silent assassin with proof of their behaviours. Make sure you have everything well documented. Call a meeting and say to the perpetrator ‘Something is not right here and it is affecting our business. I need to get to the bottom of it and have some concerns about the negative behaviours and comments that you seem to be displaying'. Give some examples.
Give the silent assassin time to put their side of the story forwards. If they start to manifest by defensive behaviour or overtly rude, loud and threatening you know you are on the right track.
This is a sign to you that you are on the right path and that the likely outcome of the situation is performance management and moving the person on from your business. The day of the silent assassin in your business must end or you face potential ruin and legal penalties.
A person who has nothing to ‘worry’ about knows their behaviours and conduct can stand up to scrutiny.
Many productivity problems in the workplace often come down to a ‘fly in the ointm
I met Darlene at one of my networking meetings; she's never run a business or come to a networking meeting in her life. And it shows. Between bites of my morning cottage cheese I peek over at her and see her flipping her hair, tapping her pencil and biting her lip in what seems to be one continuous fidget. Darlene's scared out of her wits, she isn't comfortable and she certainly isn't confident. You just couldn't help but feel bad for her. You've got someone really trying to do something in his/her life but just isn't comfortable doing it. A lot of us are like Darlene (or were like her), some more than others; I used to be a little like her too. I didn't always feel so confident in
Give the silent assassin time to put their side of the story forwards. If they start to manifest by defensive behaviour or overtly rude, loud and threatening you know you are on the right track.
This is a sign to you that you are on the right path and that the likely outcome of the situation is performance management and moving the person on from your business. The day of the silent assassin in your business must end or you face potential ruin and legal penalties.
A person who has nothing to ‘worry’ about knows their behaviours and conduct can stand up to scrutiny.
Many productivity problems in the workplace often come down to a ‘fly in the ointment’ the silent assassin, the saboteur, the bully! Do your homework and confront. In one instance where we assisted the business owner, prior to our involvement the business owner faced ruin and having to close his business so irresolvable seemed the issues. The business owner now has a thriving business. We have assisted businesses in a number of these types of events and can attest to the trauma they bring to your business if left unchecked.
A call to Arms?
Sometime your business will be confronted by a situation that is complicated and has been progressively manifesting for some time. In this situation we recommend that you take advice and get professional human resource assistance. Your business and your employees are too important to ‘stuff it up’. Don’t allow your hard work to be bought to ruins, take control, take action and take advice! There are practical actionable strategies for you.
For more information see www.biz-momentum.com and feel free to email Philip with your question if he can help.
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