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CONSULTING SERVICES
Recruitment
Outplacement Assistance
Employee Engagement Surveys
Leadership Training
Compensation Programs
Retention Programs
Performance Management
Compliance
Employee Handbooks
Strategic Planning
TO LEARN MORE
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GREETINGS
Are your employees providing great customer
service?
Based on the findings of a Research Institute of
America study, they better be. Some of their eye-
opening findings:
- only 4% of unhappy customers bother to
complain;
- for every complaint we hear, 24 others go
unreported;
- 90% who are dissatisfied with the service they
received will not come back or buy from you again;
- and 68% of customers who quit doing business
with an organization do so because of company
indifference.
While many companies preach the importance of
good
customer service, the word isn't filtering down to those
employees who have direct contact
with the customers. Why? Begin by taking a
good look at the level of
employee engagement in your workplace.
When employees are fully engaged, they come to
work every day, are more productive, make fewer
mistakes, and consistently outperform other
organizations whose employees are disengaged. In
fact, the Gallop people report those
organizations enjoy 86% higher customer ratings.
Look at your organization. Make sure you're
providing great customer service. If you are not, take
steps now to change this. Remember, it takes
12 positive incidents to make up for one negative
incident in the eyes of the customers.
I developed a self-assessment tool to assess
your
customer service and employee engagement. It
has
been used by a number of my clients with good
results and it is included in my new book. Call me
(207-967-0837) if you would like to discuss using it
for your organization.
RICK DACRI
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| UNCOMPLICATING MANAGEMENT OUT IN FALL |
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I'm excited to tell you, my first book,
Uncomplicating Management
will be out this fall. This book
uncomplicates the art of managing people and
provides a blueprint for success in managing. In this
book you will
get practical, easy to
understand ideas, real life examples and ready-to-
use
tools to make your job easy.
You will learn how:
- Nypro turned the owner's vision into a
billion dollar company
- Quaboag On The Common filled a critical
nursing shortage by holding a Halloween party
- Gritty McDuff's Pub made having fun a
huge customer draw
Call me if you would like to receive more
information, including a free
download of the book's Introduction. In the
meantime, watch for notices in
the Dacri Report and my website at
http://www.dacri.com.
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| SWINE FLU PREPAREDNESS |
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The swine flu pandemic is expected to hit all
regions
of the country and employers must get ready now.
Many companies are doing three things to
prepare.
First,
employers are informing employees about the virus
and encouraging them to take precautionary
measures to keep themselves, their families and their
co-workers healthy and safe. 2) they are assessing
all
company policies that might be affected by the
pandemic. For example, attendance policies are being
relaxed so that people with flu-like symptoms are not
penalized for staying home. And 3) employers are
developing or updating business continuity and
disaster plans.
Other things you can do include:
provide resources and a work environment that
promotes personal hygiene, such as readily
accessible tissues, no-touch trash cans, hand soap,
hand sanitizers and disposable towels to clean work
surfaces. Make available personal protective
equipment, such as surgical masks or respirators.
Provide employees with up-to-date information and
training on influenza risk factors and protective
behaviors. Schedule work tasks in a way that
minimizes exposure levels by reducing the number of
employees who must be at work simultaneously or in
one specific location, such as flexible work
arrangements; staggered shifts; and greater usage of
telecommuting. Consider postponing nonessential
travel to locations with high illness transmission rates.
When addressing possible illnesses,
send employees home who are showing flu-like
symptoms (e.g., fever, headache, sore throat, runny or
stuffy nose) and encourage them to stay home until
they provide medical certification clearing them to
return to work. Require employees to report if they (i)
are experiencing flu-like symptoms; (ii) have been
diagnosed with any communicable illness; (iii) believe
they may have been exposed to a person so
diagnosed; or (iv) recently have visited a location
where there has been a significant outbreak of swine
flu. Inform employees that such information will be
kept confidential to the extent possible, but that full
confidentiality cannot be guaranteed. Avoid penalizing
sick employees.
Put together a plan now. Prepare for large
numbers of
absences. Have operational contingencies in place.
Make sure you have up-to-date phone numbers and
contact information of all key staff.
We don't know how bad the outbreak will be, but you
should prepare for the worst. For up-to-date
information on the swine flu, visit the Center For
Disease Control's web page.
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GET SWINE FLU INFORMATION |
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| HARASSMENT: POP QUIZ |
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How would you respond to the following
situation?
Are you confident your supervisors would do the right
things?
John, who has a private office, gets to work each
morning before most of the other employees. He will
often go onto the Internet and check the sport scores,
the stock market and occasionally some adult pages.
He is very discrete when doing this. On some
occasions, he has downloaded some pictures and
has e-mailed them to Fred, his friend. Fred does not
object to this. On one morning, Mary happened to
walk into John's office and saw some of the pictures
on John's screen. She said nothing and quickly
walked out of the office. Is there an issue here? You
are John's supervisor. What action, if any, should you
take? Could this be construed as sexual harassment?
This is just one of the scenarios outlined in the
Sexual
Harassment Prevention Toolbox Training
Program,
available
for you. This program outlines everything you need to
train your workforce in harassment prevention. It
contains 10 scenarios, similar to this one, along with
facilitator notes on how to respond to these real
cases. Make your required training relevant and
ensure that you have a workplace free of
harassment.
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TO LEARN MORE |
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| NEW ONLINE BOOKSTORE |
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Introducing our new online bookstore. The
store was
developed to provide you access to training programs,
toolboxes and guides. Our goal is to provide the best
management advice for you and your business.
Included in the store:
- Sexual Harassment Prevention Toolbox
- Manager's Guide To State & Federal Employment
Law (download immediately)
- Guide On Economic Downturn & Layoffs
(download immediately)
- much more
Browse the bookstore. Buy with confidence using
Paypal or by check.
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VISIT THE BOOKSTORE TODAY |
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| FOLLOW RICK DACRI ON TWITTER |
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Follow me on Twitter. Each day I provide interesting
and helpful tips, techniques and advice. Check it out.
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FOLLOW ME |
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