Guest Article: Dear Employer – Our Relationship Is Over! by Jason Averbook

Our relationship is over! I am sorry to do this around Valentine’s Day, but I have been thinking about breaking up for some time. I have met another that I have greater interest in.

I have been watching Menlo Innovations from afar, however, today we connected. I was so impressed. I am excited to have a future with Menlo. For instance, I would be constantly learning as I would be paired with a fellow colleague on a daily basis so we can learn from one another. Additionally, communication would never be an issue between Menlo and myself. As part of regular training, I would learn about the organization’s financials. To tell you the truth, they are actually posted on a wall. Talk about “no secrets!”

Also, I would initiate my own performance reviews with selected peers vs. the annual reviews I experience with you (that are so pointless). Do you even remember what I did last year? Furthermore, if I need to bring my child in, it’s not an issue. They know I am committed to my work. Given the above, I would feel more of a commitment to them than you.

One more thing, Menlo would not treat me like a child. I am an adult and should be treated as such. I feel so confined with you, which in turn makes me unhappy.

I know you could not have done all of this, but you should have tried something vs. nothing. Just look at the others (e.g. Google). Yes, Google can offer a lot, but Menlo is still growing yet they offer what I want and need.

I am really sorry, but it’s over!

Sincerely,

Your #1 Employee

Another infusion of knowledge

Article source:Jason Averbook - Dear Employer – Our Relationship Is Over!»



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Guest Article: HR’s Peanut Butter Spread Approach and Its Effectiveness by Jason Averbook

As mentioned before, we in the HR space have to do things differently because more of the same will not take us forward, but take us down. HR professionals, do you think…

• Offering a three percent pay increase to your employees will be satisfying to all, including your superstars? (compensation)


• Providing a generic “we received your resume” email will make all of your applicants (especially those from your competition) want to come and work for you? (talent acquisition)


• Presenting a clock as a work anniversary gift is desired by all? (recognition)


• A turkey as a thank you gift to each and every employee around the holidays will be appreciated, including those who outperform others AND are vegetarian? (employee appreciation)


• Conducting annual performance reviews with stale information will make all members of your organization (e.g. those who have just developed patent-worthy designs for your organization) want to keep coming back year after year to your organization? (performance management)

HR, the peanut-butter spread approach of the past is not going to cut it for the short and long-term. You have unheard of tools at your disposal to collect important real-time information on your current (and hopefully) future workforce. Act now. Change now!

Another infusion of knowledge

Article source:Jason Averbook - HR’s Peanut Butter Spread Approach and Its Effectiveness»



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Guest Article: Misalignment by Jason Averbook

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Guest Article: Video: 9 ‘Worst Practices’ To Avoid With Cloud Computing by Jason Averbook

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Guest Article: Video: HR, Have You Reimagined… by Jason Averbook

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Guest Article: Creating a Customer/Employee Feedback Strategy – What NOT To DO! by Jason Averbook

I read a great piece yesterday entitled “Five Ways to Learn Nothing From Your Customers’ Feedback” and truly found it important and useful not just from “customers” feedback but it is beyond time to realize that our employees are our biggest customers and the learnings from this article should be applied to employees as well. Here are five takeaways from the HBR article that we need to all learn from as we shift our HR and our Workplace 2020 strategy from one that is inward facing vs. outward facing going forward.

1 .Organizations that take feedback and turn it into scores, percentages and averages – AND STOP THERE! – It is crucial to link specific feedback to specific behavior and not mask that behind a vague set of numbers. While the overall score might look good, the GOLD comes from the tying and linking specific comments to specific actions aligned with your overall Workplace 2020 strategy. We need to not get lost in a series of numbers and analysis and communicate in specifics and prescriptive actions, both positive and negative, that will help all of the organization learn from customers (yes, I am talking employees) feedback.

2. Holding, and not communicating the feedback – Time is of the essence when it comes to feedback. We live in an era where our measure should be NOW and not a measure of the PAST. Sentiment and real-time access to feedback, customer “employee” comments and the reporting in real-time without any “holding” of the feedback until it is scrubbed, analyzed and cleaned up. The time that it takes to perform those functions are the “magic moments” or “moments of truth” where something can be done to take action. If not shown and visualized in a timely, real time manner, it is nothing but watered down HISTORY.

3. Most customer feedback (as you know now by reading this,employee feedback) is delivered in a manner that eliminates the human voice. While we all agree it is easier to score and deliver results based on scoring, analytics and ratings – it completely LOSES THE HUMAN VOICE. We are asking questions that we think that we want to know but in most cases not asking the important questions that are on the employees minds. While there is room for feedback in some employee surveys, they are at the bottom of the survey and for the most part, ignored when scoring. WE CANNOT LOSE THE HUMAN VOICE even though trying to focus on numbers and metrics (see #1). Let your employees share feedback in open, honest and transparent ways and you will be guaranteed actionable items that will make a difference delivering services in the long run.

4. If there is A LOT AT STAKE BY GETTING A GOOD SCORE, more than likely you will get a good score and you might as well make up the numbers yourself. Aligning compensation to numbers will often lead to behaviors that are maniacal to reach the numbers and are not overall customer-focused. By putting too much focus on compensation, we subject ourselves to a debate about the basis of the score every time either compensation is too high or the overall scores are too low.

5. Never, Never, Never close the loop with customers (employees). Most feedback historically has been conducted in a manner that is anonymous. The data was collected in “market research mode” where no one could specifically follow up with employees to address issues directly. We did this thinking that people would not give feedback if it was not kept secret. In today’s world of transparency and sharing, people want to be heard. They want their feedback to be acknowledged. They want to know the last time they invested in sharing feedback was acted on. CLOSING THE LOOP is essential to build lasting relationships and it is an invaluable opportunity to dig deeper into details of overall customer sentiment.

A few closing comments that tie back to the top 5 mentioned above:

• Don’t follow the traditional approach to customer satisfaction measurement


• Make feedback a daily part of your daily operations


• Delivery feedback directly to employees on a real-time, transparent basis


• Focus your company’s listening efforts not on measuring more precisely, but on learning more throughout

We live in an era that Workplace 2020 will cause a need to rethink how we imagine, delivery and measure customer and employee feedback in a real-time/transparent manner. The best technology will not solve for this; your thought leadership and a changing of the lens to drive a outward in view vs a inward out strategy is a must moving into 2014. If you need help thinking through this, never be afraid to ask.

Another infusion of knowledge…

Article source:Jason Averbook - Creating a Customer/Employee Feedback Strategy – What NOT To DO!»



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Guest Article: Business Transformation – Amazon Style by Jason Averbook

I had the opportunity to watch the below video over the weekend about the impact that Amazon is having on the world of business. While this post has nothing specifically to do with the world of Workplace 2020, what it does do is show us how fast the world is changing and if our strategies around HCM, CRM and overall Workplace Experience are not being kept up to date, the chasm between customer expectations and how we treat our employees will continue to grow.

Watch and learn

Another infusion of knowledge…!

Article source:Jason Averbook - Business Transformation – Amazon Style»



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Guest Article: The Only Constant! by Jason Averbook

Well, first and foremost, Happy Halloween!

I thought this cartoon is most fitting for today.

During the writing process of my book, one of team members asked me to differentiate the terms change management and change enablement as both terms are included in the draft of the book. While the following terms may not be 100% textbook correct, it’s how I understand them to be and how I apply them when on client engagements.

I see change management as processes and tools used to help individuals, groups and/or organizations get from here to way over there and achieve set objectives. Often, when the term change management is used, it is used in reference to one project, one major overhaul, almost a one-time “moment” to embrace change.

As for change enablement, while change is still the focus, it’s not for a one-and-done project. I see it as the next generation of change management. It is a mindset shift that understands the need for change, wants change, welcomes change on an ongoing basis. And, that’s what we should truly work towards for our upcoming HR/IT initiatives and beyond.

As today is Halloween, it really is a day to consume sugar (and regularly) and listen to MJ’s Thriller song over and over and over again, but when tomorrow comes and we return to a normal day at work, do think about change and what we as a profession need to not only practice (or per the cartoon, we will melt away) but what we need to do to help foster a culture that enables change as it is… the only constant!

Article source:Jason Averbook - The Only Constant!»



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