Monthly Archives: July 2022

Attitude problems?

attitude problems

A is for Attitude

I often hear managers criticising a team member’s attitude, “they have an attitude problem!” But what do they actually mean? What behaviours convey someone’s attitude? Often it’s their enthusiasm for the job, the way they support their colleagues, how they talk to customers.

But, before considering your team’s attitude, let’s consider yours!

How much of your team’s attitude stems from the example you set?

Let me ask you…

When you get home from work can you normally sense what sort of mood everyone else is in? Even when no words are spoken it’s usually pretty easy to tell. Your moods and emotions are normally evident to others from your behaviours, facial expressions and tone.

But, like it or not, your mood has a profound impact on the mood of all those around you. Not just your team, but suppliers and customers.

It influences your team’s attitude, their enthusiasm, their willingness to take responsibility, their confidence in you and the business and their loyalty towards you.

In turn, this certainly influences your customers’ perception of you and your team, their level of engagement and ultimately their loyalty to your business.

Rather than wasting energy on those things completely out of your control, focus on what you can control.

Being positive, enthusiastic and energetic might not always rub off on everyone else, but it’s a better bet to energise, engage and motivate your team than if you’re down and focusing on things you can’t control.

Lead by example and be a role model. If you display negativity this inevitably rubs off on your team and in turn, your customers too.

As Zig Zigler said “A positive attitude won’t help you do anything, but it will help you do everything better than a bad attitude will.

Take action

A little exercise I like to do and have shared with many of my clients to help stay focused on the positives, is to write down at the end of each day what you’re GLAD of:

G something you’re grateful for, however small

L something you’ve learnt today

A something you’ve achieved today

D something that’s delighted you, or you’ve done to delight others

p.s. If you want to follow the whole A-Z series subscribe to my YouTube channel so you don’t miss a thing:

related article: Attitude over aptitude

Keeping Commitments

keeping commitments

I’m involved in two training programmes this week where I’m making reference to the emotional bank account, and in particular the importance of keeping commitments.

When everyone is so busy (and probably quite hot and bothered at the moment to boot) it can be easy for little things to get missed.

Whether this is with a member of your team, a customer or even a loved one, it can certainly have a negative impact.

I’m sure you’ve heard me talk about the Emotional Bank Account before. When I’m training it’s one of the topics that frequently gets picked out as one of the key learning points.

And it’s no surprise really, as it’s such a powerful metaphor. If you’re not familiar with it, it’s what Stephen R Covey describes in his book “The Seven Habits of Highly Effective People”; it’s a metaphor that describes the amount of trust that has been built up in a relationship.

One of the key ‘deposits’ is keeping commitments.

Telling someone you’ll do something and then not delivering on that promise can leave people feeling let down, or that they’re not valued. When what you’ve promised is important to that person it can compromise your relationship and the level of trust between you.

Such as?

  • Saying you’ll get back to someone by the end of the day, but don’t.
  • Telling them you’ll review their pay in 3 months, but 3, 4, 5 months goes by and they hear nothing.
  • Having a scheduled one to one meeting in the diary, that you then cancel at the last minute.
  • Telling them you’ll involve them in a specific activity as part of their development, but you carry on without them (or worse, involve someone else!)
  • Promising to raise an issue with your boss or the management team, but then don’t report back (even if there was no good news to report back)
  • Saying you’ll try to rearrange the roster so they can change their day off for something important to them, but when the roster gets posted they see they are working that day.

Sometimes these are things that may seem minor or insignificant to you, but if they’re important to the other person, you need to place the same degree of importance if that person is important to you.

We all know stuff happens and often it’s a genuine oversight, but that doesn’t usually make the other person feel much better!

Or maybe you simply have nothing to report back. But they don’t know that unless you update them. If you’ve promised an update by a certain date, make sure you deliver this, even if it’s to say there’s no news yet.

But with the best will in the world there’ll be times when you’re unable to keep a commitment, even if only in their eyes.

And when this happens it sometimes requires courage to say you’re sorry. Apologising with the sincere words – “I was wrong”, “I showed you no respect”, “I’m sorry”.

It is one thing to make a mistake or let someone down by not keeping commitments, and quite another not to admit it.

Related video: A culture of Trust

The employee journey

employee journey

Mapping your employee journey

Tomorrow I’m delivering a workshop for a small hotel group on delivering excellent events. Inevitably we will be spending a fair proportion of the workshop discussing and reviewing the customer journey.

And in my book, the employee journey is just as important.

Getting this wrong can have a massive negative impact on your team, their levels of engagement and how they come across to customers. I’m a firm believer that if you look after your team they will look after your customers, and their experience will be reflected in your customers’ experience.

Like the customer journey, the employee journey considers all the touch points from the moment a potential candidate applies to your business, to what happens after they leave.

We all know with the customer journey that first impressions count, and the same is certainly true when potential employees apply for a vacancy and how their application is dealt with (whether they are successful or not).

The whole recruitment and on boarding process, right the way through their employment with you makes up the employee journey.

The employee journey will have an impact on employee engagement, productivity, staff retention, your customer’s experience, so it’s important to understand the experience an employee goes through from the very first contact with you.

One of the easiest ways to do this is through gathering first-hand feedback from your team on how they feel about their experience, and involving them in your employee journey mapping.

Some points to consider are what happens before and after they work for you, such as

  • How applications (and unsuccessful candidates) are handled
  • How much thought goes into their welcome on the 1st day of their induction  programme. (see below for my onboarding guide)
  • How you care for team members who are absent for any reason or work in isolation
  • How you respond when people leave your business

But you’ll never see it as they do, so to know what it’s like…

Ask them.

If you only do one thing towards your employee journey:

Ask for feedback from your most recent recruits on what you can do to improve their experience to date.

Employee Journey video

Onboarding guide

Measuring Employee Engagement

measuring employee engagement

Measuring employee engagement. Poor engagement is costing businesses millions, but if you don’t measure it how can you manage it?

As a business owner understandably you’re focused on sales and growth.

Most business owners I work with are too.

But I also see many letting money slip through their fingers unnoticed. Profits they could retain with a few simple steps.

We’ve finally woken up to the benefits of having an engaged team yet evidence still shows that 80% or more of staff are not engaged at work.

That’s shocking and frankly quite sad.

Particularly as according to a study by Gallup, having a highly engaged workforce leads to 20% higher sales, and 21% higher profitability.

The high cost of disengagement

So, if engaged employees improve revenue and profit, how much are disengaged employees costing you? The numbers can be staggering. When Gallup collected data on this, they found disengaged employees have a 37% higher rate of absenteeism, 18% lower productivity, and 15% lower profitability.

So it’s costing businesses millions.

It’s crazy that business owners measure their financial and sales performance, yet so few measure how engaged their employees are.

And, as the management guru Peter Drucker famously said, “If you can’t measure it, you can’t improve it.”

Unfortunately disengaged employees aren’t necessarily that easy to spot.

They come to work on time, they do what’s asked of them and they say yes to your requests.


These are also the people who only do the minimum expected and seldom more, they rarely go out of their way to support their colleagues, and are liable to whinge the minute your back is turned.  They’re not consciously unhappy, but nor are they enthused, excited or energised about their job.

But the worst of it is they are like a rotten apple. If we don’t spot them early they bring everyone else along with them.

Look here to take the first step in measuring your engagement levels right now.

Are you measuring employee engagement?

If you only do one thing towards measuring employee engagement:

If you have 20 or more employees and you’d like to check out how they feel to get a better understanding of employee engagement in your business…

Complete a free engagement assessment to get honest feedback, so that you truly know where your business stands and where to focus to make an impact right away.

And stop those profits sneaking out the back door.

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