Challenge: What would you do?

There are a million ways under the sun to improve performance. To mix it up and have a little fun, I'd like to know what you would do!

Please read the scenario below and post a comment describing how you would improve employee performance in this situation. I'll be collecting responses through next Tuesday, September 8. Next week, I'll reveal my solution and share with you what happened. 

Performance Improvement Scenario

A small office controlled access to their suite through an intercom system.  The Office Manager was responsible for using the intercom to screen visitors.  She would ask visitors for their name and who they wanted to see before letting them into the office.

However, a problem was occurring when the Office Manager was at lunch or had the day off.  Other members of the office staff were not following proper security procedures when greeting visitors. Everyone seemed to understand the general need for security, but other employees often forgot to ask visitors to identify themselves or the name of the person they were visiting.

What would you do?

Post your comment below to describe how you would ensure employees in the office followed the proper security procedures when covering for the Office Manager. I'm curious to learn how many creative (and effective) ideas are out there!

Think of the consequences before enforcing a policy

Most customer service policies allow employees a little discretion to bend the rules as the situation allows. Customer service reps should consider the impact on both the company and the customer when deciding whether to enforce a policy or to make an exception.

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Dave Carroll customer service revenge, part 2

I must admit to a little bit of glee at seeing Dave Carroll's latest video in response to the poor customer service he received from United Airlines. If you don't know the story, Carroll apparently witnessed baggage handlers tossing his guitar on the tarmac as he sat on a United Airlines plane. The guitar broke and according to Carroll, United Airlines refused to pay for the damage. Carroll is a country music signer with no small following, so he decided to seek his own brand of justice by posting a series of three music videos to You Tube.

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We guarantee a 500% ROI on our supervisor training program

Toister Performance Solutions is guaranteeing a 500% Return on Investment (ROI) to participants who attend one of our Getting Started as a Supervisor public workshops this September. And yes, there is a catch, but aren’t you curious enough to learn how you can earn a 500% return with no risk?

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It's no surprise that supervisors need to inspire more commitment

The Center for Creative Leadership recently released a white paper called "The Leadership Gap: What you need, and don't have, when it comes to leadership talent." One of their most interesting (though unsurprising) findings from their research was "inspiring commitment" was the most needed skill among today's leaders.

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