Make Hay During the Slow Times

I know that many of you might read that title and respond "What slow times?" The idea that there are slow times in this fast-paced world where you're constantly being asked to do more with less sounds like a dream more than a reality.

But let's say - hypothetically - that you do have a slow period. Maybe it's an hour in a day, or it's a morning during a week, or it's the summer months when it's off-season for your customers or some of your business. Whatever the situation, let's assume there's some time that's not as hectic as other times.
The difference between the busy times and the slower times is that the priorities in the busier times are more based on what's urgent and short-term. That means in the slower times you can focus more on the important and the long-term.
So what's important but not urgent? And what helps you in the long-term maybe more than the short-term?
This is when you look at your work in the world of customer service and retention, and you focus on a couple things. First, focus on relationships - you can't develop a relationship with a customer or member of another work group in an instant. Developing relationships takes time. But it's very important. Where you have a good relationship with a customer, they will usually stay with you longer.
You'll get to know them better. They're more likely to give you a break if you mess up. For members of other work groups, many times you need some information, support, supplies, or services/products from these co-workers to be able to serve your end-client the best. The better your relationships with your internal "suppliers" (these co-workers), the better chance you'll get the support you need to serve the external customer.
Second, focus on planning. So many bad decisions are made and time is wasted because companies don't plan beyond today or the next 6 months or the next year. But long-term success is best predicated on a long-term plan that aligns to the organizational vision and from which near-term objectives can be developed. Do you have a plan for employee development, customer relationship development, and business growth? If not, this is the time to create one.
Identify the slower periods in your day, week, or year. Then use that time to develop relationships with co-workers and customers and to plan for long-term success.

Karl Beil Nominated for County Employee of the Year

IT Procurement and Contracts Manager Karl Beil was recently named as a finalist for County Employee of the Year.

Karl was nominated by two of his employees, Matt Newlon and Amy Jones. In the official nomination form, they wrote,

“IST Procurement and Asset Management were recently consolidated into one department. Previously, each department did their own purchasing and kept their own inventory of their IT items. Karl was brought in from DSS to lead this effort. Since this change, IST has been responsible for purchasing and keeping an inventory of all IT items for every single department in the county. He takes a lot of time training staff to make sure everyone is knowledgeable and empowered. Every department in the county has expressed extreme satisfaction with the system that Karl has created and he deserves recognition for his hard work. He has saved County departments a lot of work hours and especially a lot of money. For his exemplary work to get this consolidation running effectively and smoothly he should be awarded Employee of the Year.”

Matt and Amy say that Karl is wonderful to work with on a personal level as well.

“I feel very lucky to be working for Karl,” says Matt. “Since day one, he has provided me with the proper procedures and policies to do my job well. But more than that, he has provided me with the principles of giving good customer service. He has to balance the wants of the customer with the laws of the state and the interests of the citizens. This can be a very thin line to walk on, and I feel that Karl does an amazing job staying on that line. When he can meet a customer's needs, he goes out of his way to do so. He has instructed his employees to do the same. He has been a wonderful mentor to me as I have embarked on a job path that I really had no previous experience in. He spends a lot of time training staff to make sure we are knowledgeable and empowered.”

Matt says that Karl also went out of his way to assist Matt during a personal crisis.
“A few months ago my apartment was damaged by fire and I had to move out with less than 24 hours notice. When I called Karl to let him know, he and Gordon Walker stopped what they were doing, each took a half day off work and immediately came to my apartment and began loading my furniture into a moving truck. This meant more to me and my family than I can express.”

Amy says, “Karl is very attentive to his employees' professional lives, as well as their personal. We really function as a family. We each rely on each other. Karl trusts Matt Newlon and I to do our jobs and do them well. I know that I have grown as a person, both professionally and personally, as a result of my working relationship and friendship with Karl. He pushes Matt and I to do the best that we can. He wants us to be able to achieve all the goals that we have set for ourselves. I have learned so many valuable lessons from him, and I'm sure I will learn many more to come.”

IST Implements New Rewards and Recognition Program

IST is piloting a new Rewards and Recognition program, Award of Excellence.

Managers recognize their employees by providing them with a Scratchoff Star Perks Card as a reward for outstanding performance.

Employees will scratch the card to reveal their prize.
-Level A Prize
-Level B Prize
-Level C Prize
-Chance to Win a Vacation

Managers are not aware of the points value of the scratchoff cards. The value is revealed when the employee scratches the card.

Employees may decide to cash in their Level A, B or C cards for a prize from the corresponding level in the Awards of Excellence catalog (http://www.incentivesonline.com/). You may also save your points and redeem them for a prize from a higher level.

Please place your Star Perks Card in a safe place until you place your order. Lost or stolen cards cannot be replaced. Use the catalog to choose and order your prize. You must submit your order via mail and include your Star Perks Cards. Once you place your order, your prize will be sent directly to your home.

Employees who receive cards giving them a chance to win a vacation will be registered for a drawing to be held in April 2008. Please put your name of the back of your vacation cards and give them to your area's collection representative. Employees in Hal Marshall Center and Hal Marshall Annex should give their cards to Tammy Dixon. The representative for CMGC is Lori Dorrell and Robert Howard is the representative for Kuralt.

For complete rules and details about the program, please visit http://newmeckweb/C6/ISTADMIN/Administrative%20Forms/Award%20of%20Excellence%20Program%20Details.pdf

Khushee Ahsan Joins Applications Team

Khushee Ahsan recently joined the Applications Team as Senior IT Programmer and Analyst. Khushee comes to us from American & Efird Manufacturing, where she worked as a developer using a variety of web, database and networking technologies.

A key developer in A&E's IT department, she worked on complete life cycle development for web- and Windows-based applications. Khushee's credentials include a Bachelor of Science in Computer Science from Osmania University and a Master of Science in Computer Science from The University of Texas at Dallas. She is Certified MCAD (Microsoft Certified Application Developer) in ASP.NET.

“We are very excited to have Khushee join our team,” says Senior IT Manager Scott Newell. “Her experience in web development will be a great asset to our team.”