Hey, Grumpy Pants!

Got a call this morning from a theatre manager who had just lost her front end/box office manager – and has a heavy show schedule in October. She’s going to have to scramble, do a lot of the work herself, and try to find someone who has experience, availability and the right personality to be a part of her team. No easy task.

I told her tongue in cheek, “Staffing will be the death of us!” I’m fortunate to have a majority of our staff that’s been with us for more than a few years. That gives a sense of stability to everyone – but right now, we’re shifting responsibilities for a few, had to let a new hire go a few weeks ago, and are always retooling and refining. And until the dust settles, we all feel it.

Last week, I followed some sessions from  Inc Magazine  (@incmagazine ) and #INC500 and the recurring theme was getting the staff right. It’s the thing that keeps us awake at night, can ruin a small business, or – when you get it right – makes a company hum along and seem easy to run. Continue reading

Feeding a village

I called my mom on the way home from work this week after a particularly challenging day at work. I was feeling the weight of having to make the difficult decision to let an employee go, one which I always wrestle with, and never quite feel comfortable doing, no matter the situation. But the right staff, or as I say, team – is key to it all.

My mom is 76,  still easy to talk to, and always calming for me. She said, “Oh, I was just getting ready to compose an email to you!” As it turns out, she wanted to tell me about a sermon Sunday she thought might mean something to me. She was right.

In short, the message by John Murray raised the question: Do you ever think of entrepreneurship as a spiritual gift? And then added:  Continue reading

The real thing

I spent some hours last week filling in for several traveling Client Services employees and for the most part, enjoyed talking to clients, assisting with their needs, and getting the job done. And then there was *Frank.

Frank was a ticket buyer – and called because he hadn’t received his tickets in the mail. Our agent explained that in this case, there was an order for the ticket stock that was seriously delayed due to the east coast storms and flooding, and that his tickets would be mailed the following week.

For most buyers, this was reasonable. But Frank – for whatever things are going on in his life – decided to escalate the call to a supervisor. It was, as he said, “ridiculous and unacceptable.”  It was almost closing and the supervisor was in my office, so I told him I would take the call. It had been a number of years since I’d handled a customer complaint, and I thought it would be good for me to stay in touch with the daily dealings of my staff. Continue reading