Stepping Up During Tough Times

Build Credibility. It is important to constantly enhance the reputation of your operation. This will help you avoid excessive budget cuts and improve the probability of acquiring the resources you need to be successful. Here are tactics to help build credibility:

• Use internal communications channels (e.g., company newsletters, e-mail, intranet Web page, etc.) to let others know of your team's accomplishments.
• Sponsor an open house and have tours so people better understand what you do and the value it brings.
• Develop a team promotional brochure that describes the services you provide and has pictures of the staff and equipment.
• Develop a professional looking and informative service guide. Consider doing a periodic newsletter.
• Make sure your team members that deal with internal and external customers dress professionally. Provide phone and communication skill training for all.
• Pursue personal certifications. Attend IPMA conferences and earn a certificate or awards. Frame and display prominently all certificates and awards.
• Get involved with trade organizations like IPMA and your local Postal Customer Council (if you have mail responsibilities).
• Develop and tell a great "green" story.
• Finally, provide great customer service and consistently high quality. Do a periodic customer survey and work together as a team to improve on the results.

Communicate, Communicate, Communicate. Studies have shown that employees want to know how the team and the organization are doing, and the person they most trust for this information is their immediate supervisor. Our employees want to hear both the positive and negative news from us. If we fail to communicate, a vacuum is created—and that vacuum is filled by the "rumor mill," which invariably is negative and destructive to morale and motivation.