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Competition Corporate America Employees Management Marketing

San Diego recruited for performance AND character. So should your business.

CNN is reporting a deal between Federal prosecutors and Michael Vick’s legal team regarding the dog fighting related charges filed against him, which include the use of cruel methods of execution of his dogs. Vick’s troubles are another in a seemingly endless list of athletes whose millions, homes, cars, companions and business interests aren’t enough to entertain them.

Ever wonder when or if professional sports (much less college sports) will figure out that the hiring and subsequent glorification of drugs, thugs and “gangstas” is not only stupid, but bad for business?

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Corporate America Customer service Employees Management

This old man, he’s got Dish.

Well, he sorta has Dish. He has a bill every month anyhow.

Dish Networks is simply amazing.

I haven’t done business with them in years. Their customer service 8 years ago was mildly annoying but nothing unusual for a public “utility” of that nature. We expect them to be bad, or at least, barely better than AT&T.

This story about an older guy and his account with Dish Networks are a great example of what not to do, how not to do something as ugly as that, and perhaps most importantly, why “it’s our policy” is a great way to create horrific referrals and PR that you won’t be proud of.

The money is bad enough, but the way this call was handled – even if the description isn’t 100% accurate – is astoundingly ugly – even for a big, dumb corporation.

How much is it worth to have your company used as a bad example of customer service? Is it worth the $150 they got?

Training your staff to handle things like this is one of the most valuable things you’ll do for the long term health of your business. If nothing else, training them to be at least marginally human, vs robots that say “It’s our policy” over and over again will get you higher up the food chain past AT&T.

You can, and should, do better.

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Competition Corporate America Customer service Employees Management The Slight Edge

If you pay your people minimum wage, you are an idiot.

Earlier today, I got an urgent email warning me about the recent minimum wage hike.

The Fair Labor Standards Act increased the federal minimum wage in three steps:

  • July 24, 2007, $5.85 per hour
  • July 24, 2008, $6.55 per hour
  • July 24, 2009, $7.25 per hour

If you have employees in your store making minimum wage, you MUST increase their pay rate immediately! If you have already paid them for time worked after July 24 you must calculate the difference between their old rate and the new rate and give them a paycheck to make up the difference!

Heads up – You should only have to do this if you are an idiot.