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Category Archives: Career

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WHAT DOES YOUR SOCIAL MEDIA IMAGE SAY ABOUT YOU?

30 Wednesday Apr 2014

Posted by shannonayersspeaks in Business, Career, Inspiration

≈ 14 Comments

Tags

#Business, #Encouragement, #Facebook, #Image, #Internet, #ShannonAyers, #ShannonAyersSpeaks, #socialmedia, #www.ShannonAyersSpeaks.com

social-media

We are in a day and age of vast technology that continually grows everyday.  SOCIAL MEDIA has become the most used form of communication between family, friends and strangers.  Like many others, I peruse through FACEBOOK looking at photos, videos, news stories, and crazy postings that are circulated in a matter of seconds to thousands of people.  As I am viewing these items, I see so many different postings that are displayed in incredilbly poor taste and judgement…some from people I know and some I do not know.  This makes me ponder on whether or not these people realize the type of image that is being portrayed of them in SOCIAL MEDIA.

Think Before you Post Online

We all know at least one person that has lost their job, ruined their marriage or embarrassed themselves along with their families and children. Yet, everyday someone is trying to outdo the latest SOCIAL MEDIA debacle by posting some dreadful image or video of themselves or others.  What people do not realize or take into account before indulging in such poor taste is the type of image that is building up over a period of time that may not accurately portray their true personage.  This is called media presence.

LinkedIn Be Careful

Please bear in mind that when you interview for a job, put in an application for a loan, or start up a BUSINESS, your SOCIAL MEDIA presence is out there for review.  There is no real way to regulate how someone will research you on the INTERNET to see what you are about.  If you don’t get the job, they may not tell you that it was due to borderline pornographic pictures that you posted or the vile language you displayed in your postings.

Willy Wonka

People are going to judge your character and in some cases intellect by the the decisions you make in SOCIAL MEDIA.  You just never know how this will affect you in the long run.  Your present situation may not appear to be in jeopardy, but in this fiscal climate, things change all the time.

Also, those of us that are parents have a moral and parental responsibility to protect our kids.  If you are posting inappropriate IMAGES of yourself or speaking in a manner that would not be acceptable for your kids, think about how they can be affected.  Kids have the Internet right at their fingertips and can be exposed to social media with or without your permission.

So ask yourself, is it really worth it?  If it crosses your mind to post a picture of your two year old drinking beer, a video of your little girl dancing like Beyonce or a selfie of you in your undies, spare us and yourself the embarrassment by utilizing common sense and self restraint.  After all, your future and my sanity depends on it.

Blessings and Inspiration,

Shannon Ayers Speaks

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THE REAL SCANDAL

22 Tuesday Apr 2014

Posted by shannonayersspeaks in Business, Career, Inspiration

≈ 15 Comments

Tags

#Determination, #Encouragement, #Scandal, #ShannonAyersSpeaks, #Television

Scandal

Those who watch SCANDAL, especially women, can’t help but to admire Olivia Pope’s wardrobe, hair and resourceful use of business savvy and Public Relations tactics to spin positive on her client’s livelihood.  While anyone can do without the drama that comes with that territory, it is most certainly a fascinating TV life of indulgence to which many escape for about 45 minutes.

Question!  Does it ever get tiring living vicariously through the drama surrounding fictional characters when your own life is wasting by the wayside?  What have you done to jumpstart your career?  What have you done to jumpstart a healthier lifestyle?  What have you done to educate your way into a future that is rewarding both financially and mentally stimulating?

The real SCANDAL is the lie you constantly tell yourself, I WILL…TOMORROW!

SCANDAL is loosely based on the life of a real person who was so great at her job that it inspired someone else to a career far beyond her imagination.  Who do you inspire?  Judy Smith is the former lawyer and deputy press secretary of President George H. W. Bush.  She successfully represented the likes of Kobe Bryant, Michael Vick and Monica Lewinsky in addition to several other high profile clients who were embroiled in SCANDALS of their own.  Smith continues to run her own crisis management firm in Washington D.C. and is also currently serving as co-executive producer to the SCANDAL television show.

There are many Judy Smiths in the world who enjoy or have enjoyed successful careers that parlayed into inspiration that allowed others to be great.  The beauty of this is that greatness can and should be a trickle-down effect that encourages someone else to shoot for the moon.

main--Scandal

As my aunt would say, “GET UP OFF OF YOUR DO-NOTHING” and go after your dreams instead of watching someone fulfill theirs on television.  It is time to take that course, get that certification, invest in that business, etc.   Whatever it is, it’s time for you to get yours.  But remember, the most important aspect of your dreams is that they are guided by God’s will for your life.  Seek ye first the kingdom of heaven and all these things will be added unto you.  It’s time!  What are you waiting for?  Let the next episode be your life going in a forward trajectory of success and purpose.  Stop the SCANDAL now and live your dreams.  What do you have to lose?  Don’t worry, Olivia Pope is not going any where any time soon.

Blessings and Inspiration,

Shannon Ayers Speaks

 

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The Customer Is Always Right! TOTALLY WRONG!

09 Wednesday Apr 2014

Posted by shannonayersspeaks in Business, Career

≈ 26 Comments

Tags

#Customer Service, #www.ShannonAyersSpeaks.com

iselfri001p1

The late Harry Gordon Selfridge was credited in his day as a trailblazer in consumer satisfaction that revolutionized the retail industry.  Mr. Selfridge cornered the market years ago with the whole notion of great customer service by any means necessary.  According to an article found in the Chicago Tribune on March 28, 2014 entitled, “Mr. Selfridge: The Man Who Invented Retail Therapy”,  Selfridge took great stock in how he treated his customers which fundamentally set the stage for superior customer service.  This concept was adopted as a best business practice most retailers still use today…thus the idea of the customer is always right — a phrase he likely coined.  While this concept made great strides in the success of consumer retail purchasing, it has also been a disruption in reshaping the psyche of the consumer.

angry-customers

Some customers have developed a false sense of power in demanding what they want at any expense other then their own.

A personal story:

Several years ago, I worked for a car rental company that has most certainly built their reputation on pleasing their customers to the fullest extent.

It’s Christmas time and the office was filled with none less than about 20 customers.  I proceeded to pick up a customer that all other co-workers avoided due to previous bad encounters unbeknownst to me.  On the drive back to the office, the customer and I had a great conversation and all seemed well in the land.  As we reached the office, I sat the customer down and began to go through my normal process of setting up a rental contract.  She did not have a credit card which was no problem.  I proceeded to explain to her our process for “Cash Qualifying” customers.  To my surprise, she jumped up, began cursing at me and threatened me with bodily harm if I didn’t put her into a rental without going through a bunch of (expletives).  I calmly tried to take control of the situation by explaining to the customer that I am happy to help her if we could just sit down and discuss her options for a rental.  She continued in her belligerence and started toward me to further emphasize her point.  To avoid any physical contact, I proceeded to the manager’s office who could hear the entire exchange but never came to my defense.  Instead, he said he would take over the rental and totally went against the policy that we were taught just to quiet her down.  He put her into a rental and sent her on her way.  I was angered and flabbergasted all at the same time.  Was the customer right?  What message did that also send to the other 20 customers who witnessed this awful display?  Shortly thereafter, I resigned my position since I no longer felt safe or protected in my work environment.  This is a job where I received numerous awards and recognition for both customer service and sales.  By all accounts, I was one of their star employees.

I have worked several customer service jobs throughout my career and have always been told that the customer is always right.  However, from my first job at the age of 16 until now I have unapologetically disagreed.  Having said that, exceptional customer service has always been one of my greatest strengths and an asset to my career.  The confrontation with that out of control customer further solidified my point that the customer indeed is not always right.

I am all for the normal processes of trying to please a patron, however, when threats and unhealthy behavior is exhibited, there should be no tolerance for customers who behave egregiously in effort to get their way.  Therefore, this dispels the notion that customers are always right.  We have to recondition consumers to know that yes, they are indeed important and a priority.  However, this does not give license to aggressive, disrespectful and contentious behavior in order to ensure their satisfaction.  The notion that the customer is always right trains customers to think that the universe rises and sets on their existence regardless of circumstance.  This is not a good practice.  If all customers have to do is just throw a tantrum to get their way regardless of policies, procedures and appropriate protocol, this not only undermines businesses, it also can potentially place employees in unnecessary harms way.

Here a few tidbits I would like to offer that I have learned over the years as both an employee and a consumer.  These are solely based on my personal experiences and not from anyone else’s books or methodology.

customer-experience-strategy-featuredWhat Customers Want

Lessons for Employees and Management:

Step #1 – Give customers what they pay for and/or what your advertisement suggests and make every effort to be as helpful as possible.  Try not to ever tell a customer no, but instead try to offer alternatives and solutions.

Step #2 – Treat customers with respect and a sense of importance and appreciation for their patronage.

Step #3 – Diffuse potential contentious situations by not using buzz words that set customers off such as: I don’t know! This is not my area! Can you come back later, I’m busy right now.  There is no one here to help you right now.

Step #4 – Do not argue with customers especially not in front of other customers.

Step #5 – Do not argue with employees in front of customers.

Step #6 – Listen to the customers’ complaint before offering a response to make sure you understand the need or problem.

Step #7 – Never, Never, Never condone a customer’s disrespect to your staff.

Step #8 – Never, Never, Never condone an employee’s disrespect to your business or customers.

Step #9 – Properly train staff on providing exceptional customer service and remedies for unhappy customers.  Always have a plan B for situations that customer service policies do not address.

Step #10 – Never mistreat a customer or make assumptions based on someone’s race of perceived intelligence level due to appearance.

Step #11 – Do not take out personal or professional frustrations on customers.  Take a break until you cool off.  The customer should not be made privy to what should have been handled privately.

Attitude Changes Everything

Customers:

Step #1 – Know that there are situations where you may not be right.

Step #2 – RESPECTFULLY demand what you pay for if the business/establishment has not fulfilled their responsibility.

Step #3 – Be gracious to new trainees, you just never know how that may work to your benefit.

Step #4 – Expect exceptional customer service and provide feedback for anything less.

Step #5 – Make a concerted effort to reward exceptional customer service by writing a letter, making a phone call or asking to speak with management.

Step #6 – Never walk away unhappy without any effort to make concerns known to management.

Step #7 – Smile and use your manners.  Say please and thank you as often as possible.  After all, isn’t that what we teach the kids.

Step #8 – Never mistreat an employee because of their race or perceived intelligence level based on appearances.

Step #9 – Do not over assume your importance over another customer due to your income level.

Step #10 – Apologize if you get it wrong!!!

Step #11 – Do not take out personal or professional frustrations on staff and businesses.  Try to clear your head before entering an establishment.  Your personal issues should not be visited on others to vent your frustrations.

I learned early on as both a consumer and employee how important it is to use customer service as a beneficial resource and not a psychological noose around the necks of businesses.  I have mastered the art of making my customers feel valued without devaluing myself or the business at hand.  Exceptional customer service cannot be undermined by the consumer or the business but instead used as a bartered tool for services rendered and received.

Blessings and Inspiration,

Shannon Ayers Speaks

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Whatever Happened To Calvin?

08 Tuesday Apr 2014

Posted by shannonayersspeaks in Career, Inspiration

≈ 17 Comments

Tags

#Job, #McDonalds, #ShannonAyersSpeaks, #StarManagementConsulting, #Youth

Most of us who were 90’s teens remember Calvin. We watched Calvin grow over a few years as he progressed from a young kid looking forward to his new job at McDonald’s to ultimately working his way up to manager. When I ask, “Where is Calvin?” I am figuratively speaking.

Calvin Pic

My family and I had the opportunity to live in Japan for three years. What we were astonished to experience was how Japanese employees working at McDonalds had a great sense of pride in their job. Their uniforms were pristine, the restaurants were clean enough to eat off of the floor and most importantly they made their customers feel that they were so grateful to serve them. Oh, and did I mention that the burgers tasted far better than the restaurants in the U.S.? What’s wrong with this picture?

Japan McDonalds

I remember when I was in high school, having any type of honest paying job was respectable for a teenager by adults as well as their peers. Today, working at some place like McDonalds is considered shameful and/or embarrassing. Teens have no sense of customer service, work atmosphere decorum or a sense of pride in their work. I see more gum smacking, cell phone using, pants sagging teenagers that could care less if they get your order right or who take their jobs seriously. Of course there are some teens who do not fit this category. Unfortunately, I can count on one hand how many I have run across in the last several years.

The Calvin commercials were a hopeful display of youth aspiring to be something and be somebody important. It signified a great pride in being productive and the aspiration to be greater than the present. I WANT CALVIN BACK to give our kids hope again and prayerfully inspire them to want something out of life and to take pride in small strides toward “that great life achievement” of being one’s best.

I want employers to have greater expectations of our kids regardless of where they work and challenge them to a greater standard than what we see today. I don’t care if you start off as a street sweeper or custodian, have a sense of pride in a job well done. Do your best and be your best — you never know who’s watching. You cannot allow them to come to work dressed inappropriately or talk to the customers any kind of way.  Teach them recyclable skills that will help them grow and develop as a professional.

Group of businesspeople standing.

I got my first job at the age of 16 working at Lerners New York on Canal Street in New Orleans. I was the youngest employee in our store. My manager was Kim Joseph who is now deceased. When I worked at Lerners, Kim had no less expectation of me than she did our 60+ year old assistant manager who affectionately referred to me as “little one”. I had to pull my weight like everyone else. I had to come to work dressed properly. I had to show up on time. I was expected to deliver exceptional customer service. I learned so many valuable job skills that I still use today. That job inspired me to want to do something meaningful with my life. And it all started with a manager who use to drive me nuts by kicking my butt to do my best and I am forever grateful. While she died in her 30’s of cancer several years ago, I wish she could be alive today so that I could tell her a simple thank you. I would say to Kim Joseph, thank you for commanding nothing less than excellence from me and instilling in me actionable experience that allowed me many subsequent employment successes.

If we don’t have expectations of our youth today, there is no hope for a better tomorrow. We have to demand more of our youth so that they can make a significant mark on this world that will propel it and them forward. We should not allow there to be a constant maintenance of stagnation and ignorance in our youth that only leads to increased drop out rates, unwanted pregnancies, low wage jobs, public assistance and overpopulated prisons.

WILL THE CALVINS OF THE WORLD PLEASE STAND UP AND TAKE YOUR RIGHTFUL PLACE AMONGST THE STARS!!! Great things are in store when you do.

Blessings and Inspiration,

Shannon Ayers Speaks

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How was work today?

19 Wednesday Mar 2014

Posted by shannonayersspeaks in Career, Inspiration

≈ 5 Comments

motivation-quote-1

Did you have a productive day? Did you learn anything new? Have you gained any new experience?

Some of us have careers and some of us have jobs just to pay the bills. Whichever category you fit into, either make the best of your situation or find a better one. It is so easy to become content and/or complacent in your everyday life with no motivation to do better or be better. If you have a crappy job, ready yourself for a new one. If you don’t have the finances to go back to school, find ways to gain more experience on your current job or find on-line opportunities to learn something new that will enhance your knowledge base thus making you more marketable. And don’t forget the good old fashion library that has a wealth of knowledge and resources to help you in your effort. If you have an opportunity to cross-train on your job, do so even if it is not your interest or speacialty. You never know where it may lead. Ask a co-worker to show you something about their job that you didn’t know.

I challenge you today to plan on learning something new tomorrow. I would love to hear about it no matter how big or small. Be of good courage and go after a better life, a better situation and most importantly — A BETTER YOU!!.

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