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Onboarding by Robert Sullivan
May 12th
I am very privileged have met the genius artist, Peter Howson and to have learned something of him. In his art he excels and brings into his art his being, his worries, concerns and reflections on life. Peter’s story is one of sadness but also of talent, humbleness and future potential.
I was asked to write on the topic of onboarding and Howson sprung immediately to mind. Imagine if you follow a normal corporate induction programme. Well in day one, you will find out about your coworkers, health and safety issues and very possible the values of the organisation. As you develop you are convinced that you are or should be proud to be part of this great organisation, it all makes good sense and you subvert, subdue your own thoughts, unique skills and talents to fit in with the organisation. In most organisations there is no space for the maverick.
imagine though you have an art organisation, you surely would not dream to curtailing the talent of artists such as Howson and getting him to fit into a ‘one size fits all’ scenario.
Onboarding, to me is about bringing on board talent , about finding, discovering and honouring their individuality and discussing how to play to their strengths to the benefit of all. Mainstream ‘ normal’ corporate induction is about ramming square pegs into round holes or vice versa.
in my coaching I believe in and have tremendous success with Strengths Based Leadership. I believe that Onboarding is the way to develop people, reduce attrition rates, massively improve innovation and make innovation the norm in all sorts of industries.
look out for my forthcoming work on onboarding.
Robert, Glasgow, May 2013
HR Success
May 10th
If you are an HR Manager who feels the Finance and Operations Managers or Directors are taken much more seriously, then do not worry, this is normal. But you will never be taken seriously nor will you be paid as much, listened to as much or be in line for MBOs like them. Unless you show a real understanding of hard business and overcome their perception of HR as woolly, cuddly and costly.
We know that our course will change your career and already we have many examples of this.
if you want to be taken really seriously, to get in line for CEO posts and significantly improve the income you earn then get in touch about or HR Blueprint course and mentoring programme and invest in you’re future,
limited spaces ara available.
Burns Country
May 9th
Just back from Ayrshire where I have to say I met some very interesting people providing top class services and using our Quality of service framework to really provide the highest of service quality to customers.
A challenging week in terms of lengthy journeys but one that really demonstrates how Good companies become GREAT companies.
At last a day to catch breath and get into that writing habit and write that Kindle Single that i have been asked to write on Customer Excellence.
The High Road
May 7th
Just back from the beautiful Highlands namely Sutherland and Inverness and so grateful to have seen two amazing services to Older People in action. Most get to read the press about atrocious care in Care Homes with often what appears to be uncaring staff yet I am fortunate to see quite the opposite.
It is true that as our population becomes Older then the challenges we face as a Community or Economy grow with that but it is the case that by following a path of truly understanding their needs and indeed aspirations we are ideally placed to meet the needs of our older people.
The Customer service excellence framework is a tremendous way of making sure that we effectively manage how we do this and that we embed that very person centered culture into those organisations, teams and individuals on whom Older people depend.
The journey continues tomorrow in Glasgow and then to Ayrshire where again I get the opportunity to cast an eye over the work being conducted on behalf of customers in very different but very critical organisations.
If you want details of what I believe is a truly remarkable, effective and easy-to-use framework for service quality improvement please do get in touch.
Customer Service Excellence
Apr 29th
Customer Service Excellence
Today it became really apparent that Customer Service Excellence is growing exceptionally strongly in the UK, particularly within two key sectors. These sectors seem to be Housing and Social Care sectors.
But why? Firstly in both of the sectors there are increasingly strong regulators that inspect and audit these operations and secondly those regulators, in line with most of the world, are keenly interested in the notion of Customer Insight.
So what is ‘Insight’,
Well it really is about two key aspects;
1. Do we really know who our prospective customers and our existing customers are in terms of their characteristics?
and
2. Having understood who they are do we truly understand both their ‘needs’ and their ’preferences’ ?
Of course that is the start because then we need to attempt to meet those needs and preferences by supplying high added value, cost effective services.
These sectors as well as others are seeing small organisations., individual care homes and services, small Housing Associations as well as their larger counterparts turning towards Customer Service Excellence (CSE) in larger numbers than before.
Simply, the CSE framework gives an easily followed, robust,, third-party audit of the organisation’s customer focus as well as a road map or Action Plan to continuous improvement.
What is really important internationally is that success with CSE brings with is the UKAS accreditation which allows you to show, publicize and promote your Customer Service EXCELLENCE status on vehicles, buildings, letter heads, promotional materials and much more.
For easy-to-follow advice on the process and to begin the process please contact us on support@dbsworld.org
Marketing Social Services for Self Directed Funding – Sept 18th 2012 – Glasgow
Aug 21st
With Self-Directed funding and the Personalisation agenda social services and care staff AT ALL LEVELS need to understand who their clients/ customers and stakeholders are, what they need and prefer, the price points at which they will buy and much more.
They also need to make sure clients/ relatives actually know they exist – so how easy is it to find the service on Google? What will they search for? How can we get to top positions on Google?
The Internet is only a small part of Marketing and this is a very comprehensive course for staff at all levels in the care sector covering the full range of marketing tools that matter.
Suitable for those in the Learning Disabilities arena, Home Support, Housing Support, Residential Home Managers and Deputies , Directors and Marketing staff and more.
This course is heavily discounted from its normal £457 to just £247 for those booking before 31/8/12. Spaces are strictly limited also so please book now by emailing your details to support@dbsworld.org. Those confirming their bookings by 25/8/12 will also receive their bonus ‘ Marketing In Social Services’ White Paper by Robert Sullivan.
Robert Sullivan is an expert in customer service and marketing having written widely on the topic, lectured at top Business Schools internationally and consults with organisations worldwide and he brings this unique course to Glasgow for one day only in September 2012.
Book now by emailing your details to: support@dbsworld.org
Supervisory Management-Fully online
Aug 20th
We are now offering our £247 or $297 course for just £47 or $67. Just get in touch for our fully online course but this offer is strictly limited so please make it fast. email on support@dbsworld..org for info and to book
Understanding Personalisation
Jun 6th
The Understanding Personalisation Course for London is now FULL
Spaces still available for Glasgow in July 2012. Please contact us at chartermark@gmail.com for info
Coaching Available
Jun 5th
We now have two places available on our Coaching programme using online as well as face-to-face methodologies. Guaranteed to work
Webinars
Dec 12th
The series of free Webinars from Rob Sullivan continue with places available include:
21 December at 11am (UK time-local) Customer Service Webinar
21 December at 2pm (UK time-local) Strategic HR
22 December at 2pm (UK time-local) Using Social Media/ Networking in the Public and Third Sectors.
All have limited seats so pleae send an email with the subject header as the webinar name and we will get back to you on a first come first served basis. Email to info@cse.me
The events will be on the web and you will need a PC with speakers or a headset to hear the webinar.
We will send you details of how to register after we receive your email. If we are full when we receive your email you will not receive a response due to the large numbers wishing places-sorry.