Could HR Sell Our Services? Would Anyone Buy?

What if Human Resources had to sell their services to their customers, fulfill the promise, and be paid based upon results?  How many HR teams would get passing grades from the executive team, the leaders and the employees?

From a Vendor Perspective

I came across a cute blurb in Travel & Leisure called “confessions of a hotel reviewer” who travels incognito to hotels where there has been a complaint, and inspects the level of customer service.  confess1Actually, I remember that well from years ago when I was a desk clerk at a Holiday Inn.  Everyone panicked for weeks before the inspector was “due” because the implications of failure were severe.

Hotels engage these “reviewers“, stores and banks use “secret shoppers,” healthcare uses the Joint Commission, all to make sure that the promise to their customer/patient is being fulfilled. (more…)

The Power of Values

Yesterday I had to make a stop at a county office….’nuf said.  I was not looking forward to it.  The line was long and windy in a small space, so I had to ask which was the end.  A nice person in line grunted and nodded toward the end.

I watched the four representatives take care of several people, and thought, hmm – maybe I was wrong.  They were pleasant and efficient and the line moved pretty quickly.  As I was waiting, I noticed one of the rep’s name tag said “Work Leader“.  (more…)