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Editor: Dr. Wolf J. Rinke IN THIS ISSUE
1. HOT STUFF YOU WANT TO KNOW ======================================================== REALITY CHECK Treat all human beings as if they are winners, until they prove you wrong. —Wolf J. Rinke ======================================================== ======================================================== STRESS ME NOT Stress at work is at an all time high, in fact it has tripled since 1995, according to a study reported in the Sep. 21, 99 Wall Street Journal. "People are now almost as likely to skip work because of stress as they are because of physical illness." What's the impact on the bottom line? According to the Bureau of Labor Statistics (stats.bis.gov) almost 4% of full time employees age 16 and up were absent from work in an average week. (Women 5.1%, men 2.7%.) SOLUTION: See Issue 2-5 of this eNewsletter now available at http://www.WolfRinke.com WHAT'S YOUR RQ Companies that do right by the customer have a high Reputation Quotient. RQ, which is a standardized measure of a company's reputation, represents a significant corporate asset that is a magnet for attracting customers, employees and investors. According to a major study of 10,830 people, reported in the Sep. 23, 99 Wall Street Journal, Johnson & Johnson, Coca Cola and Hewlett-Packard have the highest RQ while Phillip Morris, Exxon and Kmart have the lowest RQ in America. HEADS-UP: First-hand experience with a company greatly impacts the consumers perception. So make sure that every employee who comes in contact with your customer is taught how to make every customer interface a positive and memorable experience. Also reputations have real staying power. Consumers still remember how well J & J handled the Tylenol crises in 1982 and 1986. On the negative side they also remember the Exxon oil spill over a decade ago. So most importantly when in doubt . . . always do right! Not sure what's right? Just ask yourself how you would feel if your actions where described on the front page of your local newspaper. Then act accordingly. TRAINING PAYS According to the American Society of Training and Development (www.astd.org) investments in training and learning predict corporate financial performance. For example employees in companies who invested heavily in training and education had 57% higher net sales ($385,000 vs. $245,000) and generated 37% higher gross profits per employee ($165,000 vs. $120,000). SOLUTION: Find out how much you are spending on training and development. If it is less than 2-5% of payroll you are undermining your company's profitability. Get in touch with us we can help. Call 800-828-9653, mailto:WolfRinke@aol.com or visit http://www.WolfRinke.com to see how we have helped companies just like yours achieve dramatic improvements in performance, productivity and profitability. ======================================================= 2. HOW TO REDUCE TURNOVER - PART I by Wolf J. Rinke, PhD, CSP ======================================================= Dear Wolf, What can we do to reduce turnover? —Shirley Hadden, Cincinnati, Ohio A great question, Shirley! Especially since unemployment is hovering near a 30 year low! The most effective way that you can reduce turnover is to become an "employer of choice" in your area and industry. That means if someone is looking for employment in the Cincinnati area they will think of your organization first. To find out how to accomplish that letŐs look at the best practices of the "Best Companies to Work for in America," as described every year in the January issue of Fortune magazine. Here are four of the seven most important practices: => Build a Positive Organizational Culture. A culture where people want to come to work. The 100 Best accomplish that by taking employee job satisfaction very seriously. Most measure it at least once a year, several tie compensation of managers to the level of employee satisfaction and virtually all utilize a wide variety of informal systems, such as "breakfast with the boss," employee "town hall meetings," schmoozing with employees, functional suggestion boxes etc. In short, do whatever you can to keep your finger on the "employee satisfaction" pulse. Lest you think this is frivolous, studies show that there is a positive correlation between level of employee satisfaction and customer satisfaction. In other words if your employees are happy, your customers will be happy, your sales with increase and your bottom line will improve! Herb Kelleher, CEO of Southwest Airline (#4) maintains in an interview reported in the January 11, 1999 issue of "Fortune" that if we ever lose the Southwest culture we will lose our most valuable asset. => Invest in Career Development. If you want your organization to get better, your employees have to get better. That may be common sense—however my experience as a management consultant demonstrates time and time again that common sense is not very common. The 100 Best Companies provided an average of 43 hours of training for every employee during 1998. And in todayŐs economy where job loyalty has all but vanished, providing valuable training to your employees is about the only fail-safe strategy left to insure that people stay with you. Because employees who feel that they are growing on the job are much more likely to stick with you! => Take Your Mission, Vision and Core Values Very Seriously. The 100 Best companies stand for something that employees can identify with and get passionate about. And only passionate employees will deliver consistently excellent service and improve the bottom line. This strategy is analogous to developing a "brand" that is identified with certain attributes. That brand has to communicate that what we do is important and we are special. This organizational brand—I refer to as the philosophy—is critical to attracting and keeping the best employees, because the best are looking for meaning at work. This is especially true since many institutions that used to provide meaning to people such as government, family, communities, and even religious institutions, are crumbling. => Help Employees Succeed. Many of the 100 Best make it a practice to promote from within and do whatever they can to provide employees with highly challenging assignments. They provide tuition assistance, lots of training, empowerment, coaching and do whatever it takes to enable employees to make significant contributions to the overall success of the company. Look for the November issue of THE WINNING MANAGER eNewsletter, where we will discuss the other three critical practices that will help you reduce turnover. -------------------------------------------------------- Like your management question answered in this column? Have suggestions regarding this eNewsletter? Mailto:WolfRinke@aol.com. -------------------------------------------------------- REALITY CHECK Help others maximize their potential by catching them doing things RIGHT. —Ken Blanchard -------------------------------------------------------- ** Don't miss our special pre-publication offer and SAVE!!! ** (See the FREE STUFF AND SPECIAL OFFER section below) ======================================================== by Wolf J. Rinke, PhD, CSP ======================================================== WHAT YOU REWARD IS WHAT YOU GET Analyze your time usage to see how much time youŐre spending with troublemakers and top achievers. If you are spending more than 50 percent of your employee coaching time with troublemakers, begin to decrease that time by 5 percent right now! Then decrease it by another 5 percent for the next several months until virtually all of your time is spent with the team members who are responsible for your success. LOOK FOR THE GOOD STUFF Any time you interact with another human being, always, always, always—one more time—always assume they want to do things right. They do . . . 97 percent of the time. MASTER A SYSTEM FOR CATCHING PEOPLE DOING THINGS RIGHT Utilize the ten penny system to discipline yourself to catch others doing things RIGHT. At the beginning of the day, put ten pennies in your left pocket. (If you donŐt have pockets, put them on the left side of your desk.) Every time you catch someone doing something right—AND let them know about it—move a penny to the right. Every time you catch someone messing up, move three pennies back to the left. At the end of the day you should have all the pennies on the right. Continue the next day and another 20 days thereafter, until catching people doing things right becomes a habit. ======================================================= 4. HOW TO GET YOUR PROBLEMS SOLVED ======================================================= High employee turnover? **** Low customer satisfaction? Unproductive employees? ** Low morale? ** Lack of trust? **** Resistance to change **** Poor communication? **** Our high impact consulting services and customized management and personal development training will solve these and other "people" problems! Call us at 800-828-9653 or mailto:WolfRinke@aol.com to ********* Tired of the same boring meetings? ********* Would you like your next meeting, retreat or conference to be a "howling success"? Contact Dr. Wolf J. Rinke, CSP. He is a highly effective motivational and management keynote speaker and seminar leader who delivers customized presentations that combine story telling, humor and motivation with specific "how to" action strategies that participants can apply immediately to improve the quality of their personal and professional lives. Call us at 800-828-9653 or mailto:WolfRinke@aol.com ======================================================== ======================================================== Murphy's Law of Computing 1. When you really understand your computer it's probably obsolete. 2. When the going gets tough . . . upgrade. 3. To err is human. . . to blame your computer for your mistakes is downright natural. 4. He who laughs last probably made a back-up. 5 The #1 cause of computer problems is computer solutions. - Jerry Siskind ======================================================== 6. FREE STUFF AND SPECIAL PRE-PUBLICATION OFFER ======================================================== SPECIAL PRE-PUBLICATION OFFER NEW! * NEW * NEW * Perpetual Calendar * NEW! * NEW * NEW MAKE It a Winning Life by Wolf J. Rinke, Ph.D. A Super Fantastic Gift Any Time of the Year. ESPECIALLY IDEAL FOR THE HOLIDAYS! 365 days of motivation and action steps to help YOU live a happier, healthier and wealthier life! This one-of-a-kind calendar gives you words of wisdom and inspiration every day of the year! PLUS powerful motivational messages and easy to apply action steps to help YOU make the message a reality! Best of all when you get to the end of the year, you turn it over and use it again, and again . . . Like having your own personal success coach who will keep you on track FOREVER! Pre publication Special SAVINGS (Pub. Date October 1999) $$$$$$$$$$ Buy 3 get one FREE! ($12.95 savings)! $$$$$$$$$$$ PLUS get one of my motivational audiotapes absolutely FREE ($14.95 value). ******* 100% unconditional money back guarantee. ******* To order call 800-828-9653 or http://www.WolfRinke.com For FREE articles, inspirational messages and other money saving offers on books, audio and video tapes that will help you and your company succeed FASTER visit our website: http://www.WolfRinke.com ======================================================== 7. CONTACT AND SUBSCRIPTION INFORMATION ======================================================== Dr. Wolf J. Rinke, CSP President Wolf Rinke Associates, Inc. P.O. Box 350 Clarksville, MD 21029-0350 USA (410) 531-9280, Fax (410) 531-9282 For orders in the US (800) 828-WOLF (9653) Email: Mailto:WolfRinke@aol.com Website: http://www.WolfRinke.com ATTENTION: Please feel free to forward this eNewsletter to anyone who can benefit from it. If this was forwarded to you and you would like to receive your own FREE subscription mailto:WolfRinke@aol.com and type the word SUBSCRIBE WM in the subject box. To remove yourself from this mailing list, please type the word UNSUBSCRIBE WM in the subject box. PRIVACY STATEMENT: We will not make your name available to anyone. Period!
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