Power Up - Marketing and Selling for Greater Success

Keeping talented employees

Last week I conducted a seminar on the differences in values of the various generations in the workforce: Gen X, Y, Babyboomers, Traditionalists.  This topic continues to be of interest since workplace confusion, and sometimes conflict, persists.  The "Why don't they... like my generation does?" continues to be asked everyday in most organizations.  One key discussion point revolved around the issue of "loyalty." 

 

One senior member of the organization stated firmly, "I am totally loyal to this company and would not think of working for anyone else."  His young co-worker quickly chimed in, "So am I, unless I can get a better offer from another company!"   Everyone had a chuckle but it clearly pointed out the different views, values, and generational dissimilarities.  How does a company increase "loyalty" among its younger workforce?  A national study revealed that 90% of HR directors believe the future workforce will be less loyal, but 92% of the directors feel corporate responsibility policies can be a major influence in increasing loyalty among the X and Y generations.  It all makes sense since the younger generations are looking for more than a paycheck, wish to be involved, and have an impact on broader issues.  When their company plays a role in charitable and social activities, and often involve their employees, the company is viewed as a better place to work. 

When 12 hours of service falls short

I am trying to buy $1,000 of promotional items for a client of mine to have for an upcoming event.  Yes, they decided late in the project that what we had talked about early on was indeed something  they wanted to do.  That is not unusual - although a pain.  What should be a simple task of picking out the promotional item, getting the logo printed on it, and having it shipped has become a complete distraction and waste of time.

The promotional item was easy to select since the client knew eactly what they wanted once they decided to move forward.  The promo company that I am dealing with has a good national reputation and has been in business for years.  Their account reps answer the phone promptly .  But that is where it ends - apparently.

The client logo file was sent to them so the promo company could do an item proof to show to me so that the logo was not upside down, etc.  I sent the logo to them last week and was told within 2 hours or so the item would be mocked up and a proof sent to me.  I waited and when nothing arrived by email I called.  I found out that the sales rep was not at her desk and to leave a message - which I did.  Not hearing back from her the next day I called again and was told she was busy but I could leave a message.  I asked he hours of the operation and was proudly told 7 am to 7 pm.  Now on the surface of things that seems pretty good - 12 hours of access to the company.  However, if the sales reps are never available and they do not return calls or emails then being open 12 , or 24 for that matter, is meaningless. 

Customer communications is the essential key no matter what your hours of operation.  Being non-responsive is not a winning strategy.

The project is not completed and I still am waiting to get confirmation on delivery and see a proof - it has been nearly a week since my first contact with the firm.  The only solace is that I have raised my concerns  to the supervisor  of the supervisor of the sales rep.  So I hope someone knows I am  not a happy customer; and may not be a repeat customer at this stage if things don't get resolved quickly.