Resume and Cover Letter Tips - Interview Tips 101

Resume Tips

A resume is an example of our work. This is the first impression of our strengths, so making it the best it can be is of utmost importance. Even though the position we may be applying for is not in sales, we must sell ourselves to a potential employer while determining if the company is a good fit.

• Ensure that all of your contact information is included and correct. If your email address is samsmom@..., consider opening a new account with a professional email address. A version of first and last name are best. Include complete address, cell and home  telephone numbers.
• Include complete names, addresses, telephone numbers and email addresses of past employers and references so an interviewer does not have to search for information.
• Keep resumes short, no more than two pages. An employer will lose interest if it is any longer. There is a fine line between too much crowded information and a clean easy to read resume.
• Resumes should be unique, but polished. Print resumes and cover letters on attractive stationery, but not colors of the rainbow. Use an easy to read font.
• All information being accurate and correct shows a potential employer that you are reliable and pay attention to detail, regardless of a position you may be applying for.
• Ask someone for assistance when preparing a resume, or at least review it when it is completed. There are services you can pay, or ask a friend or family member who is professional and can guide you.

Cover Letter Tips

Cover letters should be included with each resume submitted, even if the company does not request one. This letter should complement and add information to your resume, not duplicate it. Each cover letter should be unique to the particular position. When emailing a resume, unless requested as an attachment, submit a cover letter in the email.
Cover letters should be addressed to a person. If a contact name is not mentioned in an advertisement, search online for a hiring manager to address.

• A cover letter should describe in detail why you are qualified for a specific job you are applying for. This is where you express specific experience and accomplishments. List the job requirements and the qualifications that your background match.
• Your cover letter gives an opportunity to explain gaps in work. Account for time to care for children, travel or for education.
• Have someone edit each letter to check for grammar and spelling. It is easy to miss mistakes in our own writing.
• Keep copies of each to review when you receive a call to interview.

The cover letter and resume submitted to a potential employer are your first introduction. Strive to be knowledgeable, interesting, and leave an interviewer anxious to learn more about you. 

A View Into Current Customer Service Trends - 103

Maintaining Customer Service 
After a customer service relationship has been established, there are steps to maintain it, just as you would work to maintain a friendship.

We find it important to keep in touch with clients after a sale is complete, by having a team member follow up. It can take the relationship a step higher, which makes a client even more comfortable. Depending on the type of business, it is sometimes fun to create new ways to show a customer we care about them. At a minimum, a follow up telephone call or a personal hand written note will remind them you care. 

Asking the delivery person to provide a customer service survey will allow a client to express their feelings when they might not otherwise.  If there is a complaint, that is the perfect time to provide even better customer service by exhibiting patience while listening to any complaint and quickly resolving it. Always check back with a customer to confirm their satisfaction with the resolution. Even if they don’t acknowledge it at the time, they will remember your concern.

Be proud of and advertise your customer service. Ask for referrals and be sure to post any testimonials you receive to your website or blog. You will want your prospective clients to have access to these and this will make them easy to find.  Source One Record Management recently provided us a list of references with contact numbers up front and encouraged us to make the calls. They wanted us to hear firsthand the magnitude of their willingness to please their customers.

On the flip side, there may be a day when you encounter an unhappy or rude customer. Always remain calm and pleasant. The two words “I understand” are a great start to a resolution. They may not acknowledge it at first, but they will remember your courtesy later and share with someone else. It will be harder for them to remain upset when you are working to defuse and resolve an issue.

You can also add a customer survey to your online site or shopping cart. Restaurants can make surveys available on the table while brick and mortar companies can host contests in an effort to get surveys completed. Then, post the results!

We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.

Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.

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Customer Service = Respect

It is really not hard if we (business owners, sales people, even office staff) remember to treat customers the way we like to be treated. Whether we are on the other side of the counter face to face (F2F), sending e-mails, on the telephone or shopping online, customers expect and deserve respect. If all their needs are met along with an added dose of kindness, they will almost certainly return. And most importantly, they will spread the word.

Example -

TJC Mortgage located in Birmingham, AL is a fine example of customer service. I recently contacted one of their owners regarding refinancing a rental home. After only a few minutes and a couple of questions, owner Chris Carter regretfully explained the reasons against refinancing rental property and suggested that I contact my current mortgage company to assist. He asked that if in the future I remember TJC Mortgage. And, I certainly will.


Customer service is a daily function. You may not believe it, but it does help to smile. I recall reading a few years ago an article that advises those of us in customer service roles on the telephone to look into a mirror to smile as you are conversing. Customers will hear the smile in yur voice, which can help soothe even the most irate caller.

We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.

We strive to form a relationship by staying in touch with our customers, which strengthens the business relationship and encourages loyalty. It is important to properly introduce not only our salesperson, but any other customer service representative and delivery personnel. This may take additional organization and teamwork, but our company is then off to a great start. When great service is provided by the 'team', it exponentially increases the chance for referrals.

Depending on your business, have fun coming up with creative ways to show a customer you care about them.  A personal follow up phone call, or a hand written note speaks volumes. Use your imagination. Stop by their office with a box of ice cream sandwiches, or a tin of cookies.

Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.

A View into Current Customer Service Trends - 101

One of the first lessons learned would be, the customer is always right! This may sound extreme and not always appropriate, but it goes a long way toward customer service. We all need happy and returning customers to prosper no matter the nature of our business. A good rule to remember is to always put yourself in your customer’s shoes.

A positive first impression is a friendly voice on an answered call or a smile in person. When we are knowledgeable and clients know we enjoy sharing information with them, answering their questions and solving problems, a relationship is built. We enjoy meeting new customers, and being allowed to work with them. 

Being genuine and getting to know our customers will build a relationship. This will assist in remembering names and information that will reassure them that we are truly interested. As everyone tends to be so busy and preoccupied, we find our clients appreciate an employee taking the time to learn their name, discover their needs and let them know we genuinely care. We assure them that our staff is trained and knowledgeable. If they have a question, we have the tools and resources to find it quickly. Our clients are always a priority.

Example:

NEX21 Partners recently had an opportunity to explore storage options when we no longer met the minimum charges with the company currently providing this service to us. We had to look elsewhere and contacted Stacey Elliott, owner at Source One Records Management, Inc. Stacey has called, emailed, and answered question after question. And, Greg, their warehouse manager, has called to introduce himself and to offer assistance. Just this morning, an email with questions was returned with answers within five minutes. Their response was accompanied with a pleasant note as well. Extra effort will go miles and miles with customer service as Source One Records Management's team responded quickly, they are friendly and above all they are consistent when explaining the services they offer. They have truly gone above and beyond.

Our goal is for a customer to be an acting part of our business.  Just as we are courteous to visitors in our home, we welcome clients into our business. We show them in, make them feel right at home, and anxious to return. We remember that a customer is choosing our service or product. Clients will feel so welcome that they will be excited to contact us again, as well as share their experience with others. 

Ethics 101: Organized Ethical Behavior

By: Lynn Tolbert

There are many times you may come across an organization’s mission statement and see the words, ‘Ethical Behavior’.

Just as there are personal ethics, an organization can adopt ethics as well. Ethical behavior can be a reflection of an individual’s beliefs, whether their actions or decision are right or wrong.  

Each year, organizations spend thousands of dollars in an attempt to influence behavior in others. While written policies and codes of conduct may support, encourage and develop the mission statement, they will not deter your decision to act in an ethical manner.

A short read in the book ABC’s of Ethics, written by Michael Buckner, the author defines ethics by using the English alphabet to assist the reader with enhancing his/her understanding of ethics and what it means to an organization.

• (A) Action to build relationships on a strong foundation of trust, honesty and respect.
• (B) Benefit a person’s “failure to increase the good of others when one is knowingly in a position to do so.”
• (C) Character leads individuals to make his or her decision about how to act or behave. He continues through the letter Z. 

Here’s my version of the ABC’s of Ethics; trust me I will not get beyond the letter C....

• (A) Attitude is a response to a person, object, situation or issue. Influences on attitudes are a direct experience and involve social learning.
• (B) Behavior is consistent with one’s personal values and at times, those commonly held by society or the organization.
• (C) Culture is a combination of the individual’s attitudes, beliefs, values and social habits.

The premise that an organization can have ethics is not outside the realm of understanding when you look to the individual dynamics within the organization. Your views and decisions will help define the ethical behavior in any organization.

Taken directly from our ethical business conduct policy is the following quote: “We expect our managers and employees to act in an ethical manner.” We do not attempt to control the private lives of our managers and employees, but we do expect our managers and employees to avoid acting in a way that could damage our reputation.

Bet you didn’t see that coming….

The Aging Population

As much as most people hate to admit it, some more than others, we are all getting older. Unfortunately, it is often our elders who get thought of the least and sometimes even forgotten among our busy schedules.

Image courtesy of Google Images

How often do you visit your parents or grandparents? When you do, is it just because? Would you take time out of your super busy day to sit and talk to an elderly person?

The other day, I went next door to ask my 90 year old neighbor a question and as I headed home (an hour and fifteen minutes later), it dawned on me that one day I would be where she is. And if I’m lucky, I hope I will be as half as sharp.

Think about the elderly neighbor down the street that always waves as you drive by. Do the younger generations even look in your direction as you pass by? They probably don’t. How about the lady next door who will take time out of her day to explain how to grow those tomatoes just right? What about the nice gentleman who, after 40 years of marriage, still pulls the chair out for his wife at dinner?  Ah, manners and chivalry, they’re becoming a lost art.  In reality, there are still so many things we could learn from our elders if we would just put down the Smartphone, laptop, iPad, etc.

We miss out on so much knowledge simply because we have become a generation that does not have the patience to sit and listen to someone who can give us a firsthand account of some the world’s most famous events. This may be someone who was there as the details unfolded or the latest and greatest products were unveiled.

Remember, computers did not always exist; someone had to create the very first one. In today’s society of instant everything, we sometimes forget to slow down and recognize and thank our prior generations for paving the way.

Managing Across a Generational Workforce

Today I had lunch with 4 friends, as we spoke of work it dawned on me, 2 of the 3 current generations in the workforce were sitting at the table.  I've never looked at my friends in this way (I was the only ‘Gen Xer’), so it got me to thinking.

Each generation, the Boomers, Xers and Millennials, brings with it its own unique strengths, as well as, its challenges to today’s workforce. Managers of these groups will be required to guide these diverse generations through misunderstandings, stereotypes and conflicts the generational differences present, in order to meet the organizational goals.

The Generations at a Glance:

Image courtesy of Google Images

Boomers – (born between the years 1946 and 1964)
Typecast: Hardworking, extremely job-focused                                                            
Mindset: Get a job and the company will take care of you for life!  They value security and stability, and appreciate clearly stated goals and tasks. They prefer to communicate through in-person meetings and emails.
                                                           
Challenges: Need for continued growth and increased skill set for the rapidly evolving technology sector, and the requirement to keep working past previous retirement ages.

Gen Xers – (born roughly between 1965 and 1981) Typecast: Self-reliant, value work-life balance
  
Mindset: Get the job and I can do it all! They are expectant of multiple positions during their career. Gen Xers face the concerns of relevance in the workforce, and tend to look for options to solving the problems. They are adaptable and resourceful, and most have learned to use digital technology and communicate with the latest tech tools.

Challenges:  In a special HR edition of Psychology Today (SHRM Conference 2013) an article titled 'Boomers, Xers and Millennials Take You on a Tour of Their Psyches', the author states, “Xers are the middle children of the workforce and are largely ignored. Perhaps as a consequence, they are fiercely independent and often a touch jaded.”  Gen Xers believe they must be connected to peers at all times via cell phone, instant messaging and other forms of contact – even at work. Xers do not like meetings and may avoid meetings and phone calls (i.e. leave a message) because they are busy and don’t see the potential gain. Baby Boomers often see this as not team-oriented.

Millennials (aka Gen Y) – (born roughly between 1982 and 2001) Typecast: In the moment-text me, Gen Xers on steroids!    
                                                                                                                   
Mindset:  Wonder why the need for a cube farm, when I can get it done with my devices. They work from what’s next enthusiasm. Currently, they are the fastest growing demographic in today’s workforce. They value life-work balance and flexibility even more than Gen X. They also seek freedom and want to be treated as equals from their first day on the job. This generation doesn't fear authority, and seeks challenging and meaningful work. And they’re the most tech-savvy of the three groups, preferring to communicate quickly via texting and IM.    

Challenges: They, too, believe they must be connected to peers at all times via cell phone, instant messaging and other forms of contact – even at work. Millennials seek instant gratification and require constant feedback. They often prefer to work in groups with no micro-managing and want to work on several projects at a time.  

So, how will managers effectively and cohesively lead across these generations?

Adapt - Consider generational mentors paring a boomer with a millennial, each can learn something from the other. Provide access to mentors who coach instead of dictate. Continually remind your team of its common goals—winning new business, growing sales or whatever your company is working to achieve. Pulling together will help overcome generational differences and build tighter bonds.

Acknowledge - Align training and career development goals that supports required behavioral traits. Honor each person’s contribution. Especially in a group setting such as a team project or meeting, make sure that you show how much you appreciate what each worker brings to the team.

Consider individual needs- Boomers will probably relish being put in charge of a project; a Gen Xer will appreciate the autonomy to complete a task her way; and a Millennial will enjoy sharing ideas with a creative team working together.

Communication – Simple language carries different meaning cross the generations, so talk often. Fire up meetings or brainstorming sessions by including employees from all age levels.

Embrace the diversity; what once worked, may not work with today’s workforce. The next generation is rapidly approaching!

Image courtesy of Google images.