Managers Beware—Your Employees Are Watching You By Debra J. Schmidt

Is “walking the talk” a tired old cliché or a bold new concept? Very few managers today are receiving formal management training. As a result, many are poor communicators and weak in their delegation and leadership skills.

According to a Gallup poll, 25% of U.S. employees would fire their bosses if they could. Why? Because many managers set high service standards for their employees, yet fail to abide by those same standards.

If you are a manager, you are in an excellent position to lead by example. Your employees will only respect your authority if they observe your excellent customer service skills on a daily basis. Customer loyalty must be a top-down initiative.

Here are five ways you can earn greater respect and increase employee loyalty:

1.
Always give performance reviews and salary increases on the promised dates. Employees have those dates memorized. They won’t feel valued and will resent you if their review dates are postponed or forgotten.
2.
Have empathy for your employees. Show compassion by being flexible with hours and time off so they can tend to family emergencies or illnesses.
3.
Be a mentor and coach by sharing your knowledge and experience. Explain to them how business decisions were made, especially when it involves them.
4.
Trust your employees and be willing to delegate projects based on their strengths. If you tend to be a control freak, learn to let go and get out of the habit of micro-managing people.
5.
Let your employees know they’re valued. Smile at them, be approachable, remember the names of their family members and sincerely thank them every chance you get.

The only times that employees can successfully challenge your authority is when they see that you are not practicing what you preach.

Keep in mind that your employees are your primary customers. Treat them with the same respect and caring service that you deliver to your external customers. Remember that you set the tone for your entire department. Your employees are watching you!

Debra J. Schmidt, a.k.a. the Loyalty Leader®, is a professional speaker, corporate trainer and author. She helps companies boost their profits by leading them to greater customer, employee and brand loyalty. You can subscribe to Debra’s free email newsletter packed with loyalty building tips at: www.TheLoyaltyLeader.com

No split at Chelsea, says Wilkins

Chelsea's assistant manager Ray Wilkins has denied reports there is a split in the dressing-room after the sacking of manager Luiz Felipe Scolari.

The Brazilian was dismissed on Monday, with suggestions that some players were not happy with his management style.

But Wilkins said: "The reports are totally untrue, we don't have any sort of split, none whatsoever.

"Every coach has their own methods and some players like them, some don't - it happens at every football club."

Captain John Terry hinted on Tuesday that the dressing-room was divided, saying: "Scolari had my full support, I'm sure two or three of the other players would say the same."

But Wilkins added: "Whenever any coach coaches a club as big as Chelsea, the players who don't play are going to be disgruntled, that's a fact and it's no different here.

"They all want to play, but you can only pick 11 people, so it's very difficult for the coach."

Wilkins is in charge for Saturday's FA Cup tie at Watford before handing over the reins to Guus Hiddink.


The Dutchman, currently boss of Russia's national team, has agreed to manage Chelsea for the rest of the season, and met with players on staff on Thursday.

He will work with Wilkins, who rejected a claim by Scolari that Chelsea do not have a special talent in their squad capable of turning matches.

Scolari, in his first interview since being dismissed, told France Football magazine that their failure to sign Robinho - who ended up at Manchester City - from Real Madrid last summer cost them dear.

"At Chelsea we didn't have the player who can make the difference by himself by producing something magical on the pitch," said Scolari.

"In the past, Arjen Robben was at Chelsea and he could make the difference. But now there is no-one.

"Robinho could have been this player. He is not afraid to dribble, to take a risk. As a Brazilian, I like this.

"The team isn't Brazilian enough. It is a 'bureaucratic' team. That's the style of the players. That's why Robinho would have done a lot of good for the team."

But Wilkins hit back: "Football is all about opinions, and Felipe has his own opinions on the game.

"My opinion is that we do have special players at this club, a number of them in fact."

Wilkins also admitted he was stunned by the announcement of Scolari's dismissal and said he enjoyed his five-month spell under the 2002 World Cup-winning manager.

"I was shocked, yes. He was a very decent man, and I enjoyed working with him immensely," he said.

"But football is a tough game and a couple of results went against us and the decision was made.

"I was shocked, yes, and disappointed, because I enjoyed his company, he was a smashing guy."
Story from BBC SPORT:

Published: 2009/02/13 11:46:37 GMT

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