Topics—Problems
Attitude Is A Two-Way Street
by Roy Howe, V.P. Operations, General Produce Company. Previously General Manager Distribution Center, San Leandro, Albertson’s Stores.
Attitude is a two-way street between a person and the work culture. If we are to change attitudes, we must work towards changing the “culture” in which the attitude lives.
- Communication must be established between you and the other team members.
- Trust must be established at all levels.
- The goals of the department must be clearly communicated and posted for all to see and understand.
- Department and Company goals must be mutually desirable, with something “in them for everyone.”
The Communications Key
Communication, i.e. “talking to one another”, seems such a simple process, but it’s not. It can be intimidating and unsettling. As easy as it sounds, communicating is complex. Changing the “Communication Culture” is easier if you manage the process.
Most important is the training and development of the management staff—not easy, but manageable. Rewards come quickly.
When managers understand what to do, when communications increase, many good things occur. For example: Associates/employees who feel better about themselves and their surroundings, perform more productively:
- They have fewer work injuries.
- There is less equipment and structure damage.
- In union settings, fewer grievances are filed.
- Attendance improves
- There is less need for discipline.
- Operating expenses are lower.
We Each Control Our Own Attitude!
While attitude is a two-way street between a person and the work culture, it is something you control and only you can change. No one but you can demonstrate it. Attitude is not an emotion that is only felt within. It is also an emotion that is shown and demonstrated to the outside world through your actions, i.e. how you represent yourself and how you manage conflict and opportunities.
Having a positive attitude is difficult for some people. They may believe that if they are positive with the people around them, they will be seen as out of touch with what’s going on, or is taking the “seriousness of work far too lightly and may not be strong enough for the position and responsibilities ahead.”
How many times have you passed someone at work and said, “Good morning Jack, how’s it going?” and they respond (with a smile on their face) “TERRIFIC!” and you then think to yourself, “Does this guy really know the problems we’re facing here?” If Jack is that happy, he may “not be getting it!”
Fact is Jack gets it just fine. He knows that simply worrying about the problems won’t make them any easier, but it might make them more difficult to manage. Here is a situation where I helped the manager find the positive side of things and turn a problem situation into a win-win:
A customer, not receiving his order, called the sales office and talked to the assistant sales manager. She realized there was a problem with the pre-orders and told the sales manager. They got into a heated discussion. Later I became involved and asked the sales manager if there were any other pre-orders that were not completed. He said he didn't know but would ask the assistant sales manager to look into it. Later he told me she found six other incomplete orders.
I asked the sales manager to call her back and thank her. Because of her quick notification, we were able to locate six other stores similarly affected. We corrected the entire process before anyone had lost an opportunity for a sale. I asked the sales manager to give the assistant sales manager a “First Service Award” for calling our attention to this problem. He said, “You've got to be kidding!” I said, “Just do it and let me know what she says”.
He came back smiling. He said she was amazed and happy. He was happy too.
Attitude Is a Culture That Begins With The Leadership
Attitude is in the tone of the message and how it’s delivered. If the leader of the organization comes to work in a “bad mood,” others will think something is wrong—with how the work is being done, with the company’s direction, or with himself.
In these tough economic times lots of companies are cutting expenses. This often produces a stolid, unhappy atmosphere. It's better if you do a little pruning every year. Frequent minor changes are easy to take. But if you don't do it regularly you sometimes have to face a big change.
My wife Darlene likes roller coaster rides. I hate them. But she says she wants me to go with her, so I do. We get into the roller coaster car and buckle up. The attendance smiles and says, “I hope you enjoy the ride.” I think he's being a smart-ass. I'm white knuckled as a carriage climbs slowly to the top of the first hill—I'm terrified. Then we get to the top and dive down. I'm shouting and screaming. It's exhilarating. Soon we arrived back in a starting point and that same guy says, “I hope you enjoyed your ride”. It was both terrifying and exhilarating.
That's how it is with these big changes in companies—terrifying and exhilarating. Make the most of it.
Attitude is where business begins, or ends. It’s the “perception” the associate or customer takes away from their experience with that leader or sales person. If the customer doesn’t get the right message (or attitude) from the sales person, they might choose to shop at another store.
I was in one of our stores and the person ahead of me at the meat counter was eyeing the fried chicken. I told them, “It's the best chicken you can buy. You won’t find anything better anywhere." I gave it a big buildup.
He turned to the person behind the counter and asked, "Is it really that good?" She said, "Not really." I was amazed at her reply but recovered and asked her, “Do you know a better chicken?" She said, "Yes, my own." I said, “Do you sell that in the store." "No. "
The customer walked away not buying the chicken. Her attitude lost a sale.
Here's another example:
I'd been telling my friends how good the fried chicken is at our stores. I'm over at my friend’s house to play cards and he tells me he's ordered that chicken I'm always talking about. He'd talked to the clerk, who said it's great chicken. Not only that, the clerk promised to cook a special fresh batch and have it ready and packed in a box with my friend’s name on it at 6 o'clock. The clerk had apparently made such a big deal about it that I said I would come down with my friend to the store and give that clerk a First Service Award.
Now it is 6:00pm and we are in the store. My friend Al steps up to the counter and asks for his chicken. She says there is no box of chicken for us, that she doesn't know anything about it. Al asks her to check in the back room. She says there is nothing there and asks the other clerk if he knows anything about the order. He says no. She says she can give him some chicken from the warmer. Al takes his warm chicken.
Before we leave I give her my card and ask her to give it to the clerk who took the original order, and to tell him that I'll be back to see him tomorrow.
The next day I dropped by the store. The clerk was all apologies and promised it would never happen again. I said, “First let me give you a First Service Award. You built up a really great new sale for that customer. You had the right heart and attitude.” He was a little surprised and thanked me.
But before I gave him the award I said, “Let me give you a piece of advice. You were really involved but you didn't follow through. You need to touch base with the other people who are involved so this doesn't happen again.” I knew I really had his attention, he must have been wondering all day what would happen when I arrived. I focused on his positive spirit. I don't think he will let things slide again.
What Distinguishes A “Great” Store?
Attitude separates the “great stores” from the “not so great stores.” Anyone can build a store with brick and mortar and fill it with goods. The store can be in a great neighborhood, conveniently located, well lit, clean, with competitive variety and pricing.
So what’s the difference? People—sales people who are well trained and demonstrate a positive attitude. Have you ever noticed that some check stand lines in a super market are longer than others? It’s because something exciting is going on in those lines. Generally you will find an outgoing checker who is making the experience FUN for the shoppers. People choose the longer line because they like the checker. That’s the power of attitude!
Attitude is Also About Having Fun On The Job
When you promote and demonstrate that “we can have fun and still be productive,” people respond much more favorably.
- When you feel good and “things are going your way,” don’t you feel better?
- When you report for work and people are smiling and having a good time doesn’t that make you feel good about being there?
- When your leader appears to be having a good time at the work place doesn’t that make you feel more at ease and enable you to perform at a higher level.
- When you feel good about yourself and your environment doesn’t that make your interaction and communication with folks outside your company go more smoothly and allow you to be more productive?
In their book, Fish! A Remarkable Way to Boost Morale and Improve Results,
Stephen C. Lundin, Harry Paul, and John Christensen, describe the dramatic
changes that occurred at Pike Place Fish market in Seattle. It evolved from
a "toxic dump" to become a world-famous eatery. While their fish
is great, it's the employee’s attitude that makes the dining experience
so memorable.
Listen and Care
Attitude also includes being a good listener and caring about your team. Being a good coach and mentor is key. We should work towards employing more leaders and fewer bosses. We need to do less “telling” people what to do and instead encourage and inspire them to greatness.
Encourage risk taking. Inspire your team members to take charge of their areas and do what’s right for the business. Allow them to “step out and try new things” without the fear of reprisal for failing. Be a coach.
Remember Babe Ruth was cheered for hitting home runs. He wasn’t chastised for all his strikeouts. Would he have hit as many homers had he been managed by a coach who was more concerned about strikeouts? Probably not.
We see all too many high level officials who display poor leadership. If they had coached “The Babe” he may have only hit 4-5 home runs.
Is There a Generation Difference?
Trying to instill a culture of having people “want to work” is more difficult today than 20 or 30 years ago. In the past there seem to have been better role models, e.g. parents, schools, seven dwarfs, Rosie the riveter, etc. Now, the leaders of businesses, managers and supervisors are taking on the responsibility that before seems to have been taken on outside.
Act Like a Little League Coach
Leadership and Coaching seems to come naturally to some parents who coach little league soccer and baseball. But what happens to those skills when they come to the workplace? On the field, they encourage risk taking, i.e.; “Nice try!” or, “Good job” is the cheer of the moment when Johnny strikes out. Or, “Good job and great game” when the team loses. And what about, “There are no losers here today. Everyone played hard and it was a great game!”
But next morning when they are back on the job as “The Boss”, and they find out one of their managers missed their goal on production, they revert back to their yelling and telling ways. Why? Because it’s comfortable, and most likely because deep down they probably believe it is the way to behave. They might have learned it from their first boss.
“It’s All About Attitude”
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