A Rising Tide Lifts All Boats - Except Those That Sink!

Ron Kaufman

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Clients often ask me how to motivate stodgy ‘old-timers’ to give better service, work more effectively on teams or contribute to building a stronger learning culture. One company even asked me to help ‘crack four tough nuts’ out of a staff strength of over five hundred!

My response to these situations is this: stop spending so much time and energy trying to convert the few who are ‘stuck in the mud’ and unwilling to change. Instead, put more focus and attention on staff who do want to learn, are willing to change and will improve their skills.

Over time, the ‘old timers’ will become uncomfortable with all the focused and positive efforts. They will wake up and get with the program, or leave.

Please note: I am not saying that ‘old-timers’ are always a problem. Their wisdom and experience can be a precious asset. But in today’s fast moving world, everyone must be willing to learn, ready to change and eager to grow. If someone refuses to rise with the tide, let them sink.

Key Learning Point

Don't let a few stodgy characters from the `old school’ keep you from building an effective learning organization.

Action Steps

To keep your culture vibrant and growing strong: conduct more training, launch new campaigns, circulate interesting articles, share real stories, run frequent contests, reward staff initiatives, give plenty of praise, share benchmarking results, capture and communicate up-to-date customer information. Do everything positive you possibly can. And then do even more.

Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling “UP Your Service!" and founder of “UP Your Service College". Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store . You can also watch Ron live or listen to him at http://www.RonKaufman.com .


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