Management Skills – Delegation

It appears from what I am reading that one of the most under used management/leadership skills in corporations and organizations in today is the skill of “Delegation.”  I facilitated workshops and now work with non-profit organizations and I find that leaders/managers in most organizations are afraid to let go.  Even when the leader’s have highly skilled people who could take on some tasks that would allow the leader to spend time doing things that would make a greater impact on their organizations and at the same time build the skills and confidence levels of the individuals.

Many of the stated reasons for not delegating are completely invalid.  Reasons such as:

• I would lose control
• It wouldn’t be done the way I would do it or as high of quality
•  It takes too much time
•  They don’t have the skills
• What if they make a mistake
• I want to make sure it’s done right
•  etc.

As I mentioned before, none of these are valid reasons for not delegating.  You won’t lose control of the work you delegate because you set up check points to review the person’s progress toward the end result. Checkpoints allow you to check on the quality and accuracy of the work you delegated.  It does not mean you take the work back and do it yourself, it means you coach the individual in how to do the task better.

Will they do the task the way you would do it?  Probably not!  They may even do it better than what you would do it.  Will they make mistakes?  There is a chance they might, but in your reviews you can coach to correct them.  Besides, making mistakes is one of the ways we learn.

So, what are the benefits from “delegating?”

• The first being that it frees up some of your time.
• It develops the individuals skills and confidence levels.
• It illustrates “trust and confidence” in the individual’s abilities.
• It builds a relationship with the person
• It  builds a team approach in your organization.

Delegation is a definite process and is not the “dumping” that we see occurring in many organizations today.  In the delegation process, you have to define what it is that you want to delegate and whom you will delegate the task.

You have to then sit down with the individual and have a conversation to determine if they are capable of handling the task and if it is something they are interested and willing to take on.  This requires some salesmanship on your part.  Explain why you chose the person for the task and what is in it for them.

Explain the task in detail and state the end results or deliverables expected and within what time frame.  Ask the person if they see any obstacles and what resources they believe they will need to complete the task.

At this point, put your lips together and listen.  This will give you an idea of their competence to complete the task and whether they will require some additional training.  Once you have listened, then let them know you expect them to be successful in completing the task.

You can set check-points with the employee which will give you information as to the quality of work and the progress they are making toward completion of the task.  Thank them for taking the task and ask if they have any further questions.  Make sure you offer your support and encouragement.

Do not take the task back away from them.  Spend time coaching and encouraging.  Taking the task back would only destroy their confidence, but also destroy the trust you have built with the employee.

Keep in mind, that managers only manage processes, but leaders lead people!  Can you be both?  Yes, but you must develop the skills and build the trust and relationship with all of your employees.

What Happened to Customer Service?

What happened to customer service?  I am constantly amazed at the declining quality of service provided by many organizations and establishments during these economic times.  Could it be the quality of the workers who take jobs that they really don’t like? Or, could it be the lack of qualified management who are running the organizations today?  My first impression is that it is a combination of both issues.

Are these good excuses for poor quality and poor service?  Not on your life!  Any organization that wants to stay in business needs to understand that the quality of the product is important, but the more important element is the quality of the customer service.

Nothing says we don’t care about you than a greeting of “yeah, next”, or “whatcha need?” Or, in some cases, no greeting at all.  Restaurants where the waiter comes to the table and without greeting you says, “Ready to order?,” like you are wasting their time or just slams down a glass of water with a scowl on their face.

How about the time you go up to a counter and begin talking to an employee of the organization who immediately picks up the phone when it rings to answer it and just leaves you standing there.  They don’t even know who is calling or what they want, but they sure send a message that the phone call is more important than you the customer who is standing right there in front of them.

At times there is a social gathering of employees hanging together and talking while you are trying to get their attention for service.  What could be more important than serving the customer?  It appears that their social life must be the item.  Little do they understand that without customers, there is no need for employees.

In my little town in Arizona, there are some great restaurants with quality service as well as some potentially great restaurants with lousy customer service.  What seems to be the difference between them, well just like the airline customer service that I think has declined to near the bottom of the bog, a simple smile and a greeting would be a start.  A simple question of “how may I help you? or is there something special you are looking for?” would be a starter.  In a restaurant, giving the customer a menu and explaining the specials of the day and then allowing the customer time to look over the menu and think about what they would like without acting disgusted makes a big difference.

This applies to all organizations, including Federal, State, County and City governments.  There is nothing that really pisses a person off than for an employee who is being paid with taxpayer money that stands there looking disgusted and simply says, “that is not my department or not my job.” Some government employees do everything they can to put a road block in front of you as you request service.  Additional unnecessary paperwork; transfers to a different department knowing there is no one there or simply saying, “you will have to call back when so and so is here.”  How about those promises of return phone calls from your government agencies?  Great if you ever get them.  How about the bureaucratic answers, “that is policy and there is nothing we can do” in response to your questions.

Enough said, regardless of what is causing the decline of customer service, the end result is the same. Either the customer is satisfied and returns or they are not satisfied and don’t return as they tell all their friends and relatives about the lousy organization, airline, restaurant, shop, etc. about the lousy service they received.

Are there good ones out there that provide good customer service, yeah, but there are also quite a few that don’t.  Stay with the ones that do!  Reward them and reinforce their positive behaviors.

Tired of Traveling? (“Customer Service Is Gone”)

Now that I’ve retired and completed my last two projects, I have to say, I don’t miss running to the airport; going through the security hassle and jumping on a plane with the cramped seats, no food, a small cup of coke and no leg room.  The flying public in the U.S. is really getting suckered by the airlines with all their ridiculous fees. A fee to call and make a reservation; a fee to get a decent seat; a fee to check your luggage; a fee by some for carry-on bags; a fee to board the plane early; a fee to get off the plane early; and a hugh fee for food which is none too appetizing at all.  If you want entertainment like a movie or music, you had better bring it with you otherwise you will have to pay another fee.

Upgrades are a thing of the past with the mergers of the major airlines.  You would have to fly about 100,000 miles a year to be in the running for a major reward status and even then, you get to start over each new year.  Whatever happened to loyalty on the part of the airlines for customers that fly them year after year.  It is gone.  All the airlines appear to be into the “greed” syndrome and the only thing that appears to count is the bottom line.  I know they need to show a profit, but the amount of fees and the decline in Customer Service is ridiculous.

If overseas airlines treated their customers like domestic airlines do, there would be riots.  A overseas carrier knows how to take care of customers.  Some of the best flights I’ve had have been on EVA, Thai Air; Circus, etc. They were a pleasure to fly.  I flew Continental for 20+ years until they merged with United.  Now I avoid them if at all possible. In fact, I try not to fly anymore because of the service that most of the domestic airlines provide.  I hope one day the domestic airlines will wake up and understand that customer service is what keeps customers coming back.

A Little Down-Time and A Look At Generation “Why”

It is that time of year when things slow down and I have an opportunity to relax and do some additional research on the latest trends in Management and Leadership Development.  One issue of interest is management’s misconception about “Generation Why”.  The opinion is that when a person of this generation is given an assignment, the first thing that comes out of their mouth is “Why” and it is a challenge to the manager.

While it may seem that way, it is indeed a misconception.  The reason “Why” is heard is not a challenge to the managers authority or a push back on what they are being asked to do, but a request for information so the person can understand completely what they are being asked to do.

If the manager will indeed take the time to explain what and why about the task they are asking the person to do, they will get exceptional results.  This generation loves a challenge and wants to understand.  So, it behooves the manager to take a little extra time and explain things.  This is a very talented generation that becomes bored easily. Growth, Challenge and Opportunity are the keys to this generation.  So, work with them on explaining “Why” and give them a hand with their social skills this little effort on your part will result in a very valuable and productive employee.