That’s quite an “aha” moment described in less than 140 characters, a la the short/snappy rules of Twitter.  New research by eMarketer shows that more Twitter users want business to be there to answer their tweets. In fact, almost 60-$ of respondents said they would more likely follow a brand that answered them, and 64% said they would more likely make a purchase from that brand.

But are you to the point where your business interact with your customers without restraint? Said another way, are you prepared for a cultural change?  If you have employees who handle customer complaints and answer questions that are made over the phone or via email, then they should also take responsibility to do so via social media platforms like Twitter.

You want to invite comments 24/7, but it’s smart to include your website address and phone number in your Twitter profile, with a note like: “We love your Tweets and try to answer each and every one, but please don’t hesitate to call or visit our website.”

Open up your business via Twitter –just make sure your customer service staff is ready to be followed!

If spreading gossip provides perverse pleasure, so does listening to it—unless, of course, it’s about ourselves. Most gossip is benign in nature, but it can easily spiral out of control into untruths that could cause harm, pain or confusion. “Gossip is poison and sometimes it seeps into the whole culture of the company,” said Sam Chapman, CEO of Empower Public Relations.

If you really want to fix the problem, senior management has to be committed. All employees and new hires should agree not to say anything about anyone that they wouldn’t say if that person were in the room. Instead, they must be encouraged to talk to the person. Lead by example. Respond to the office gossip with, “If you have a problem with Jane, go and talk to Jane about it. Don’t tell me.” Then change the subject.

Additionally, lines of communication about workplace issues must be opened in a legitimate forum like a newsletter or email updates. Remember, gossip rushes in when there is a vacuum of information. In the absence of official information, speculation and rumors flourish. And what goes around comes around: gossips themselves will eventually become the victim, but that doesn’t mean that anyone has to put up with the verbal destruction.

Much is to be gained by turning down the opportunity to gossip while at work. And it’s not as hard as you may think. With conscious effort and conviction, you can do your part to derail the harmful effects of destructive gossip and keep the work environment healthy and happy for all.

A lot of the time, these personalities take the form of the “bad bosses” that lots of employees dread. They’re the ones who berate your work, make snide comments about your talents, or even get personal with cracks about your physical qualities, or even outright insults. Usually, they’re counting on the fact that their business cards list a certain title will keep you from pushing back or talking to other people about what they’ve done. But bullying behavior isn’t constrained to the corner office. Sometimes the abuse comes from someone who works in the next desk, a competitor, service provider or even someone you once worked for. Often, these men and women begrudge you for your success, or are having problems dealing with issues from their own pasts or personal lives. These also can range from the relatively minor insults or remarks, to the worst cases where (targets) victims suffer racial slurs, sexual advances, physical intimidation, or even outright violence.

The matter who the offender is, however, or what exactly it is that they’re doing, bullying is never good for business. While it’s not an item you’ll find on any company’s balance sheet, offensive and intimidating behavior leads to lower morale, decreased efficiency, and a reduction in teamwork and creativity. Employees who don’t feel safe at the office work more slowly, show up less often, and generally suffer from the kinds of problems that come with a massive increase in stress. No organization can afford these costs in a good economy, so it’s somewhat ironic that the increased stress that comes with a recession can actually worsen the problem in some offices. In other words, at a time when businesses can handle them the least, a bleak economic picture is pushing some people to act poorly.

Of course, there is no single way to deal with a bully – like any interpersonal issue, each situation is going to have its own nuances and solutions – but here are a few guidelines to get you started:

Recognize it for what it is. Legitimate criticisms or complaints about your job performance aren’t bullying; personal attacks, spreading lies and gossip, threats, or intimidating behavior are. While there’s not any one word or action that defines what is and isn’t appropriate, a good rule of thumb is whether what’s being done is positive, professional, and within the realm of your work duties. Put another way, bullying is a lot like good art – hard to define on paper, but easy to spot when it’s right in front of you.

Leave it at work. One of the worst things about suffering and abuse behavior at work is that it can lead people to bring their troubles home. Taking out your stress on your family and friends is not a good way to deal with the issue. Find an outlet for your aggravation – hit the gym, join a group, or talk to a therapist – for the short term ,and then follow the rest of these steps to remedy the problem. But no matter what you do, don’t let the problem with a “big baby bully” spill over into your personal life.

Take good notes. One of your best defenses against aggressive behavior by a bully is recording specific details to point to after the fact. These can come in handy when you confront the bully (we’ll talk about when and how to do these in a moment), by giving you ammunition to make your case and helping you to not become flustered. One of the best things you can do, throughout any of these steps, is to remain calm, cool, and collected. Knowing exactly what you want to say will help you do that.
Besides, in the event that you end up talking with a supervisor, human resources executive, or even a lawyer (this should be your last step, after you’ve exhausted all other options), having everything documented will make your task immeasurably easier.

Be straight up. The greatest first step you can take towards putting a stop to the problem is to simply confront the person who is bullying you. This should be done in private, and in a relaxed manner. Simply explain that you don’t appreciate the treatment you’ve been receiving, in that you hope that the two of you can work together more professionally in the future.
Often, this simple act can resolve the problem. For one thing, it’s actually possible that the other person didn’t realize that you are uncomfortable with their behavior. We all come from different cultures, families, and backgrounds. What seems like “horseplay” or “just a bit of fun” to one person feels like abuse to another. Sometimes just mentioning what you don’t like is enough to make it stop.
On the other side of the coin, if the other bully did mean to be intimidating, calling them out on it could be enough to make them reconsider. Bullies usually look for people they can push around easily; stand up for yourself and they may well back off. Bullies are typically lacking self esteem and to make themselves feel bigger and better they take on this destructive behavior … 68% targeted victims are college educated and more than 82% are targeted by women. Remember that the target did not seek out to be bullied, the bully chose the target, have you ever asked yourself when witnessing a bully “ why are they bullying that person, spreading gossip and lies?” What’s in it for the bully?
Get reinforcements. If your quick informal chat doesn’t do the trick, then start to bring in outside help. No matter what size company you work for, there’s going to be some kind of human resources department or management group that you can speak to about the problem. Take the issue to them, being sure to point out a few specific examples.
If you feel shy or hesitant about resorting to this step, don’t. No matter how uncomfortable it makes you to speak up, realize that the people in charge are almost always going to be on your side. They know that the problem is bad enough for one person to bring it up, dozens of others are probably affected as well. No business owner or manager wants to suffer the kinds of losses that come with having a staff that stressed out because of a pushy staff member. And even if they were, the possibility of increased turnover – or even a lawsuit – will most likely motivate them to discipline or even replace the problem employee.
In the case of independent contractors, seek advice from your attorney. You may proceed with a case of defamation of character; it may take a while but collect your witnesses, data and reinforcements. Remember this “Cream always Rises to the Top” . Bullies are always flushed out eventually.
Move up the food chain. Bullying can be an especially tough problem to deal with when it comes from above. If the person is bothering you is one of your managers and supervisors, then take the issue to whomever they report to. Unless you’re having a problem with the sole owner of a business – in which case you should look outside your organization’s walls for help – there’s always going to be someone higher up you can appeal to.
Never get physical. In the heat of the moment, it can be easy to let a disagreement – not to mention weeks, months, or years of pent-up frustration with an office bully – to let your workday turn into a cage match. Don’t give in to this temptation, as it could put you on poor legal footing (at best), or even physical harm(at worst). Likewise, if you find yourself in a situation where someone tries to harm you physically, bypass your manager and speak directly to the police.
Move on. If you’ve tried confronting the person who is bullying you, as well as addressing the issue with your company’s management, and the situation hasn’t changed then consider moving on. It’s a drastic step, to be sure, but life is too short to spend your working hours being abused or intimidated. The best thing to do is find a new employer that doesn’t permit such behavior, and then explore your legal options. There are a number of state and federal laws that apply to abuse and discrimination, and a good lawyer can point out which apply to you.
Remember, even though a bully might make you feel like you don’t have any power or control, there are a lot of things you can do to fight back. More often than not, simply calling attention to the problem will be sufficient to make it stop. And in the event that it doesn’t, remember that good business practices, not to mention the law, are on your side. Workplace bullying might create a difficult situation, but there’s no reason to suffer in silence. Speak up, stand up, and your cool head will give you the upper hand.

Take care and thanks again! Great job!

I just wanted to say Thank You again for another fabulous day at last week’s Working Together Conference. Your sessions received excellent reviews and attendees really seemed to appreciate learning from your experiences and expertise. I’m so grateful for your willingness to share your time; thanks again!

CARLA BUSH, VICE PRESIDENT
MN Multi Housing Association (MHA)
1600 W 82nd Street, Suite 110, Bloomington, MN 55431
Direct: (952) 548.2219 or Main: (952) 854.8500
Visit MHA online at www.mmha.com

MHA was named the 2009 Business of the Year by the Minnesota Crime Prevention Association

Regardless of the source of a shift, however, it’s obvious that each of these represents a new set of possibilities and pitfalls. In order to adapt correctly, it’s crucial that we don’t fall too far behind. Because when it comes to change, making no move is usually the same as making the wrong one.

What does this mean for business? How should we deal with the differences coming to light all around us? The first step is realizing that change is a bit like an ocean tide – it can either carry us along to where we’re going, or drag us off to someplace we’d rather not be. With that in mind, here are some tips for managing change the right way:

Recognize that change is always happening. While big changes can feel overwhelming, it helps to remember that little changes are taking place around us all the time. Viewing change as a constant and inevitable process can keep us from fearing it, or overreacting to its effects.

Change for a reason.  It’s always exciting when something new is happening.  It’s only natural to get caught up in that feeling when everything seems fresh, but change for its own sake usually does more harm than good.  That’s because change without a purpose — that is with no end goal in mind — is just a fancy form of busy work.  Changing anything, whether it’s a light bulb or a marketing strategy, requires at least some small amount of planning, along with some time for execution and adjustment.  Make sure the changes you are contemplating are going to be worth the effort.

Think in small steps. When the world seems to be turning itself over, there can be a tendency to turn your life, or your business, right on over with it. More often than not, though, really big changes turn out to be much more effort than expected – and often for diminished results.

It’s better to implement things in small steps, letting each phase move naturally into the next. This is as true in our personal lives as it is at work. For instance, the person who tries to walk for fifteen minutes each morning is much more likely to end up losing weight than the couch potato who decides one day to run a marathon. Small changes, over time, lead to big results.

Don’t fight the tide. History is full of examples of people who tried to fight change, even when the writing on the wall was obvious. Are there big shifts on the way in your industry? Keep on the look out for them. In other words, don’t get stuck selling stagecoaches if cars are the way the future. When you start thinking about the future of your business, your life, or your career, try to spot the obvious trends and move with the stream rather than against it.

Don’t get carried away.  On the other hand, don’t latch on to every fad comes down the street.  Some trends that look inevitable are really nothing more than a flash in the pan. Be wary of investing your time or money into any project or technology that doesn’t have some kind of clear and immediate benefit. Some things, like hover cars or new Coke, just sound a whole lot better or more practical than they end up being in the real world.

These days, dealing successfully with change isn’t a talent to get ahead – it’s a necessary skill to say alive. By mastering these few simple tips, you can go a long way towards making sure your business and career are well-suited for anything that comes down the road. And that’s good strategy in any job or industry.

ABOUT THE AUTHOR

Donna Hickey is an executive trainer and business strategist specializing in real estate and organizational direction. Over the past three decades, she has conducted keynotes and workshops for Fortune 500 clients in North America and around the world. As an active member of a number of professional organizations, she blends humor with insight to cut to the heart of today’s strategic challenges.

You can learn more about Donna, including information about her keynotes and workshops, at www.donnahickey.com, or by calling her at 708-807-9260.

I’m obviously having a bit of fun with this, but the fact of the matter is that we, as a society, are at a crossroads of sorts. We’ve reached a point where lots of people feel like they can say anything at any time. Whether they’re fueled by the audacious behavior they see on television, or just no longer care who knows about their innermost secrets, it seems that a large portion of the population can no longer be bothered about being discreet.

Part of this, of course, is the natural fluctuation of societal norms. You could make the case that our current ‘anything goes’ idea of sharing is the end result of a chain of events that started all the way back to colonial times. The pilgrims – generally not remembered for their brashness – kept things to themselves, but gradually gave way to successive generations that weren’t as reserved. Flash forward a couple hundred years and you get the roaring twenties, the swinging sixties, and then the new millennium. In other words, with each flip of the calendar, we’ve gotten a bit more relaxed. We’ve gone from three-piece suits to dress casual; from keep it quiet to tell-it-all.

Make no mistake, we’ve gained a lot along the way. For one thing, people have gotten better about discussing societal problems and differences in an open and honest way. It’s no longer taboo to have frank discussions about relationships or personal tastes, leading to unprecedented understanding between difference racial and social groups. It’s hard to argue that we’d be better off sweeping all of those issues under the rug. And yet, you have to wonder if we’ve gotten too much of a good thing. You know things have gotten a little out of whack when teenagers, never shy about sharing or hearing the inside scoop, started telling each other about TMI – too much information!

So how do we learn to strike a happy balance? Where does line between self-censorship, self-expression, and common sense lie? Here are a few tips to get you started:

Be respectful. This used to be the golden rule, but it’s gotten a little tarnished lately and it’s not hard to figure out why. Our culture is filled with talking heads – the kind of people who, usually on television, share their opinions so loudly and crudely that they can’t help but be heard. In an effort to draw viewers and followers, they punctuate every point with a joke or quip, often at the expense of some other well-known personality that they happen to disagree with.

This would be fine if their fans would have a laugh and change the channel. More often than not, though, they do the opposite. Instead of keeping their views to themselves, they plaster their vehicles with bumper stickers and lecture anyone who will listen about the obvious merits of their point of view.

Obviously, there’s a lot of room for give and take in a democratic society, and we should always embrace that. But there’s a not-so-fine line between esteemed political, economic, or religious debate and being an overbearing blowhard. Face it: lots of people are never going to agree with you, and trying to persuade them to is a waste of time and energy, not to mention an irritant to other people. Arguing the point endlessly isn’t going to help, and putting down their point of view is just plain rude. So if you feel the urge to talk about the reasons that your cause is the best one, do it – in a club meeting or online chat room, not in a place where people are trying to work or relax.

Think PG. Too many people go to work — or worse, public spaces — sounding like they’ve just walked out of a raunchy comedy club. What they don’t realize is that blue humor and harsh language can be a huge annoyance to other people, especially if there are children around. Worse yet, they could be sabotaging their own careers. Just because your boss doesn’t say anything about your potty mouth, that doesn’t mean that they don’t notice, or approve of that language.

Use your inside voice. You’d think that most people who have successfully completed grade school would’ve picked up a few lessons on talking quietly, but a quick trip to the supermarket or shopping mall will prove that this is not the case. Maybe it’s a bad habit left over from the days when audio quality on mobile phones wasn’t that great, but lots of men and women talk much louder than they need to when they’re on the phone. Yelling into your receiver probably isn’t going to do much for the person on the other end, but it is a surefire way to annoy everyone around you.

Also keep in mind that this doesn’t just apply to phone conversations. The chances are very good that the diners at the next table aren’t as interested in what you’re saying as your friends or coworkers are. Give them a break and keep the volume at a reasonable level.

Keep private conversations private. Just because you’re not bothered about other people knowing private details of your life, that doesn’t mean they’re not bothered about hearing them. Before you launch into that lengthy discussion about your medical problem, financial worry, or relationship fiasco, ask yourself whether it wouldn’t be better to wait until you are somewhere more private.

Besides, beyond common decency and etiquette, there are some very good reasons for keeping private details to yourself. Have you ever wondered why letters from banks, hospitals, and lawyers are usually marked ‘confidential?’ There are any number of thieves and trouble makers who would just love for you to broadcast the kind of information they need to rip you off – or worse. Don’t make yourself an easy target by blabbing information that doesn’t belong out in the open.

Remember that words can walk. Fascinating studies have been done that show most people rarely travel more than a few miles from their work and home in a given day. Put another way, they tend to move to-and-from, hitting the same gas stations, restaurants, and other areas along the path.

So why do I mention this? To remind you that your world is probably a lot smaller than you think it is. A striking number of people will share personal details about themselves in a loud conversation between friends, over the phone, or even talking to a stranger. They do so, presumably, thinking that it will never get back to anyone – especially someone they might be gossiping about.

The reality, though, is that people know people. And if those people you’re talking to are part of the same organization or community as you are, then it probably won’t take six degrees of separation to reach a person you hoped it wouldn’t. Be very careful about discussing a supervisor, coworker, or friend somewhere that you shouldn’t. It’s only a matter of time before they hear all the details, or at least the ones you wanted to keep quiet.

Remember that context is everything. Would you use the same language at a nightclub as you would a church? Would you speak the same way to your best friend at a dinner party as you would a five year old in school? Of course not. Keep that in mind as you enter into conversations in your office and out in the world.

One of the great things about the new millennium is that we’re freer than ever to just relax and be who we want to be without the hundreds of rules and conventions that earlier societies wrestled with. But that doesn’t mean that we should treat this opening as a blank check to inflict our personal thoughts and conversations onto everyone else around us. Remember to use some common sense, and just a little bit of self-censorship, when you’re talking with others. You’ll find that people will like and respect you a whole lot more, and who knows, they might just pick up on your example.

ABOUT THE AUTHOR

Donna Hickey is an executive trainer and business strategist specializing in real estate and organizational direction. Over the past three decades, she has conducted keynotes and workshops for Fortune 500 clients in North America and around the world. As an active member of a number of professional organizations, she blends humor with insight to cut to the heart of today’s strategic challenges.

You can learn more about Donna, including information about her keynotes and workshops, at www.donnahickey.com, or by calling her at 708-807-9260.

Regards, John R. Spatz Vice President  GDC Real Estate jspatz@novaregroup.com (904) 894-6138

Be calm. “Lead by example” is a maximum that probably stretches back thousands of years to the men in leather skirts who oversaw the building of the pyramids. But even though it’s been with us for awhile, that doesn’t make it any less useful. If you let the pressures of demanding customers into rough economy where you down into a frustrated pile of jelly, the people who work under or around you will start to do the same. So practice breathing, take up yoga, or do whatever else you need to in order to keep stress under control. Keeping cool is especially important for managers, but it’s good advice for everyone. Remember, panic and frustration might be contagious, but so are calm and confidence.
Don’t skimp on training and equipment. If you’re going to ask people to step up their game to the next level, make sure you’re giving them the tools to do it with. Remember, customer service is the front line – these are the people who take care of the people who are going to keep you in business during this recession. Give them what they need to do their job, and make sure they’ve been properly prepared to do it.
Train your sales staff better… One of the biggest customer service headaches, in any economy, is a sales staff that over-promises and under-delivers. These are the men and women who make everyone else’s life a pain because they’re willing to say anything to close the deal. It doesn’t matter if the product is backordered, or even if it hasn’t been invented yet, they’ll take the commission and leave you to figure it out later.
As the recession sets in and new sales get harder to come by, how you think these characters are going to try to compensate? That’s right: they’re going to start promising even more. Obviously, this is setting new in your department up for a big-time failure, so get in touch with the sales staff — or even better, the sales manager — and make sure they’re setting realistic expectations for the customers that you’re going to be dealing with.
…And let them train you back. In my mind, the major reason that most organizations miss the boat on customer service is that they think of it the wrong way – as a cost or ongoing expense, rather than a profit center. I can see where the misconception comes in: sales, marketing, and advertising all bring in new business, but we have to pay customer service people to handle problems, right? Wrong.
Rather than go into the many, many ways a reputation for good service can lead to a stronger bottom line, let me instead point to the more obvious points. Who are the best prospects you have, the people that you’re most likely to make a sale to? The ones who have already bought from you. And who’s in charge of making sure they keep doing that? Your customer service staff.
This is true even in situations where your callers or visitors are unhappy with the products and services they’ve purchased. If you can find ways to solve their problems, they’re even more likely to keep buying from you than they were before they had a concern. Make sure that the people answering your phones, emails, and doors realize what a huge responsibility it is.
And while you’re at it, make sure they know a thing or two about sales. Even simply teaching them to ask, “I’m glad you’re happy with the way we worked things out, have you seen our new line of accessories?” or “thanks for taking the time to stop by, have you thought about investing in an extended warranty to keep your product covered for years to come?” can have a dramatic impact on your revenue. Your customer service department is probably never going to rival your sales team in new business, but by helping to keep the small orders flowing in, they can keep you in the black while the economy is in the tank.
Bring in more players. Whoever said that every customer service request had to be handled by a customer service professional? Why can’t other departments pitch in to help handle the load? Getting other people who already know the ins and outs of your company and products (think engineers, sales people, or even managers) is a great way to take some of the burden off you and your team. Often, customer service teams are reluctant to ask for help. But in a recession it only makes sense — your department is getting busier at a time when lots of people in your organization are looking for things to do. As an added bonus, they probably already know all about your policies and any technical aspects. Plus, it helps them continue to justify their salaries in a tough economy, and gives them a taste of what you do, paving the way for a more integrated, company-wide approach to customer service in the future. What business couldn’t benefit from that?
So if you notice that things seem a little quieter down the hall, why not see if you can bring a few reinforcements to your side?
Think long term. In a recession, one of the first things customer service executives and managers will look to do is cut costs. This makes a great deal of sense — trying to save money when there is less coming in is a no-brainer — but it can sometimes work against you. That’s because, if you’re not careful, saving a nickel now could cost you a dollar later.
The reasoning for this is simple: the job of customer service is to keep customers happy, and happy customers keep buying from your company. So, if you can find a way to do that less, then you’re ahead of the game. But if the steps you take to save money end up driving the people you serve away, then all you’re doing is counting change while you go out of business.
With that in mind, be careful about cutting costs haphazardly. Shedding staff, introducing new computerized telephone systems, or outsourcing your service department to a third world country can all save you tremendous amounts of money — as long as they’re done correctly. If mishandled, though, you could find that they turn out being the final (and unwanted) answer your customer service problem – by sending all of your customers away.
So as you consider making cuts into your customer service budget, take a moment and look into the future. Ask yourself whether the cut is going to make the difference when it comes to keeping you in business or saving jobs. If it isn’t, then are you absolutely sure it’s worth it? Can you be certain it will save you a significant amount of money? How are your customers likely to react?
This can be a lot to think about when you’re under pressure to find places to take money out of the budget, but I can promise you that this kind of analysis is time well-spent. It’s easy to lose the forest for the trees when you’re staring down some ugly numbers, but you don’t want to make the situation worse by losing the loyal, happy customers that you have.

Remember, a recession can put your customer service department on the ropes, or it can keep you moving forward at a time when your competitors are struggling. Follow these simple tips and you might just find it’s not that impossible to keep your customers happy and coming back for more.