Category: Delivery Standards

Your warehouse and delivery associates cannot be an afterthought, they are a vital component of your business and how they treat your customers will make a huge difference if you are to have repeat business.

“A Reasonable Expectation of Humanity”

Paul Wagenaar

We move through and interact with dozens of organizations and people every day, healthcare, government, work, housing, commerce, and community spaces. Most interactions are brief, yet over time they quietly shape our sense of dignity, trust, and belonging.

This post explores a simple idea: a reasonable expectation of humanity in those interactions. Not perfection or special treatment, but clarity, respect for time, basic human regard, competence with humility, fairness, and accountability when things go wrong.

As you read, notice where these standards are present in your own interactions, and where they quietly fall away. And if you work inside an organization that holds power over others, consider how humanity is supported by design, not just individual effort.

As with most of my posts, this is a little longer than most, thank you for taking the time to read.

PRICE IS NOT THE ONLY IMPORTANT QUESTION

Paul Wagenaar

As a former furniture and appliance store manager I am frequently asked for recommendations by friends and colleagues. Too frequently people only look at price when deciding which retailer or merchant to patronize. Price is important, but not the only factor in making a good choice.

Take a few minutes and read this post and the next time you are making a furniture or appliance purchase, consider these questions.

Success is often found in small details

Paul Wagenaar

Often lost in everything that is written or said about great leadership are small, but very important attributes. Leadership is about building relationships with people, gaining willing cooperation, consistency, and thoughtfulness. Please take a few minutes, read this post, share the points, and add anything that you think is missing.

The First Two Weeks … and the Last Two Weeks

Paul Wagenaar

New people are excited and want to do a good job. Successful organizations combine good onboarding plans with detailed development plans to give their people the skills, attitudes, and behaviors necessary to achieve the goals of the organization and their team members.

A person’s final weeks are equally important. As we have mentioned successful organizations manage hiring, onboarding, and the first weeks and months to give their new hires all of the tools they need to succeed. Successful organizations set themselves apart from their competition equally as much, by the ways they plan and manage the time when a person is preparing to leave their organization.

Working in the Weeds – Front liners

Paul Wagenaar

In my experience and observation the organization that causes the most stress and anxiety for its people and leaders … is usually their organization.

We have a responsibility to recognize, appreciate and acknowledge, and most importantly to help alleviate that stress for our people.
The closer people are to your “front-lines,” the more people “working in the weeds,” the more stress and anxiety they likely feel.

Tips for Entrepreneurs, Executive Directors, Managers and other Leaders

Paul Wagenaar

Big and innovative ideas aren’t the issue, putting big and innovative ideas into reality is the issue.  Many entrepreneurs, consultants, managers, executive directors, and the people working for them have shared these lessons will me. 

They work.  Use them, share them, and build your organization.   

Revisiting Red Teams

Paul Wagenaar

Looking at new ideas and concepts through the eyes of the fearful and the critical can better prepare organizations for unintended consequences. Taking this empathetic approach can reveal weaknesses and potentially fatal issues. This process is called RED TEAMING.

What are the things you don’t see?

Paul Wagenaar

A famous racecar driver once said that races are won by how fast you get through the corners, not how fast you go in a straight line.  Many organizations focus on the flash and sizzle of their worlds, ignoring at their peril the routine and perceived “basic” things.  Failure to acknowledge and overcome Organizational Vulnerabilities are the things that will cause your team to fail.