Finding your inner Lion

A Lion is a charismatic and courageous mammal,

That leads by example in the kingdom of animals

When struck with a difficult choice

He roars his loud voice

To show that he will make the correct choice

Great faith and trust we have in him 

standing tall among the heard with pride

He himself is the leader of this tribe

His innovative skills that were produced through evolution

he is the one that starts a revolution

Finding your inner lion is the first step to success

Find it and forget the rest!



Thanks for a great semester!

-Marco

Can you social network your way to revolution?

Social networks have become in recent years a huge part of culture. Posting photos, commenting on friends, connecting with old friends are all the benefits to having a Facebook, or a Myspace. Since the advent or surfacing of these social networks, businesses and people have also looked at this as alternative way to reach out to their consumers or a way to network to customers, hoping they can get more recognition. Do you think that it is effective for businesses and people to create a Facebook page, so they can reach out to clients or even better get more recognition? Is it true also true that since the advent of these networks have they created a social revolution? As I was surfing the web trying to find articles on social networks and their impacts on certain areas, I came across an interesting Blog post from www.economist.com  ''Can you social network your way to revolution?" (A critique of Malcom Gladwell New Yorker’s article on social networking power.)

Mr. Gladwell argues that social networking platforms, like Facebook and Twitter, are not helpful in generating real social change. He states two reasons as to why he believes this:
 
First issue
 "His first reason is that effective social movements require sacrifice, which is built on strong bonds between people—the kind where you can demand real participation from each other. Social networks, on the other hand, are good for building and maintaining thousands of weak relationships—the kind where you can get people to "like" your cause or re-tweet your message, but not show up to an actual protest" ( http://www.economist.com/blogs/freeexchange/2010/09/information)

Hierarchy

Second issue
"real social movements require hierarchical organization to be effective—someone has to be strategising and coordinating. Social networks aren't hierarchical; they're networks. That makes them flexible and resilient, but not particularly strategic or goal-oriented. And so, Mr Gladwell says, social networks will be useful for all kinds of things, but not for the really hard tasks involved in social change" (http://www.economist.com/blogs/freeexchange/2010/09/information)

 Is Mr.Gladwell correct? Do you really think that Facebook and other social networks are just means of a way people can weakly connect, and that these networks are not considered to be a social change? After reading the following blog, the author created a few reasons as to why Mr. Gladwell was wrong for his accusations to social networks. They are as follows:

One mistake the author describes is that Gladwell assumes that social media increases weak ties. He states that networks like Twitter and Facebook reduce the cost of smaller interactions, which leads to smaller interactions. "Mr Gladwell sees this and notes the rise in minor interactions between thousands of quasi-friends. What he misses is that repeated minor actions are also the means by which stronger relationships are kept strong. These platforms make it easier to maintain friendships through trying times and circumstances "(http://www.economist.com/blogs/freeexchange/2010/09/information)

Another issue that the author touches on is that how Gladwell inherits the ideas of hierarchical systems.  The author pronounces the problem with Hierarchical systems is that they tend to break easily. If the leader makes a mistake, the leader can suffer a crucial downfall, as well as for the hole movement. However, networks on the other hand, are “bottom up-enterprises”, which are very difficult to close or shut down.
He also touches that social networks give us a good insight to lives of other people around the world. And that though it might not be evident now that the social revolution behind social networks is here to come!

Which side do you take? Do you take the side of Mr.Gladwell, or the side of the author from “The economist” (sorry not author was posted beside R.A, I chose this because this is real live person sharing their feelings on Social networks) If it were up to my discretion I would say that Social Networks are becoming what you call a social revolution. They have weaved their way into pretty much every aspect of internet related ideas, from advertisement, to networking business. They have created their own environment in which people can be themselves, as well as profoundly create and image for themselves. This is an important aspect to look out, because this is our future! Do you think that one day, in order to get a job, rather than our resumes being evaluated, they would rather look out our social network pages?

Thanks for reading

Marco

Put your Title Here

Have you ever had a problem deciding what to write, in an essay? Or should I say have you ever had a problem what to write in a blog? A blog is an effective way to reflect on a persons true personal self values, self perceptions, and lifestyles. Through writing, a person can get an insight to one's personal feelings on a topic, and can really take into account an individual true morals and beliefs. For me blogging was much more than 20% of my grade at the end of the semester. For me blogging was a way to express my true perceptions on topics that we have undoubtedly had a great time and interest talking about in class. That is why the name of my blog this week is "<put your title here>" Because it is up to you of how you can perceive these blog assignments, and it is you that can title them! For some people doing these assignment was just a another thing they had to write for the week, and excluded themselves from the true experience it proposed. This blog however had several key components that I felt are  essential for a manger to poses which are creativity, and communication. Each week professor kurpis allowed us to reflect on our class discussions, and activities. However, what I think some people missed were how vague, and un-descriptive these assignments were of the specific content we had to include. I mean sure he gave us a basis of what we had to write, but never any specifics..... This blog  unconsciously allowed us to be creative, we could talk about how ever we felt, no restrictions, no strings attached. Most assignments I have done in my schooling have had one right answer, however these blogs have no right answer. These blogs allowed us to creatively communicate our true managerial feelings to not only the professor, but to our fellow class mates. So to those who chose not to do them, hey.... it is not for everybody.... but you sure did miss out on some good writing's not only by me but from a lot of my classmates.

Power of Knowledge

 So just to reflect on what we can take from these blog assignments that we have done, they are true learning experiences. I can name pretty much the title and the purpose of each blog assignment I have posted this semester, and I can also take into account the reasons for posting them. As a result of this I can walk away from this experience not saying thank good I got a good grade, but maybe that I have learned something valuable that could possibly help me in present and later experience of my life.

Do I plan on blogging after this class is done? There is a strong possibility that I will keep sharing my experiences and my knowledge with who ever is willing to listen. But I can't guarntee that i'll keep doing it, but I will defiently try!


To all those who have followed my blog throughout the semester, and to those who have commented, and to those who blogs I have followed. I thank you with much gratitude for making this an easier more effective way of learning! Thanks




And ultimately thanks to you professor Kurpis, for making this "normal" class into something interesting and useful. And don't ever change this assignment!

Good night America

Marco

SMART principles to excellent customer service!

In the new era of business successful companies are beginning to strive on excellent customer service as a way to diversify themselves superior to others. So it is important that we adapt to the changing needs of business to make ourselves better suitable for any job opportunity available. We can all relate because since we are in a customer service driven environment we all of have experienced our fare share of excellent service, good service, and not so good service.


Did you know:

• 93% of customers indicated that quality customer service was vital to maintaining brand loyalty(Source: Creative Strategies)
• Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service. Source: International Customer Service Association
• Happy customers tell 4 others of their positive experience. Dissatisfied customers tell 12 how bad it was. (Source - Business e-coach )

• 1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years(Source: NOP)

Can you relate to these listed statistics above? It is quite apparent that excellent customer service is a vital attribute for business to succeed in today’s world. It is you the consumer that can make or break any institution! As leaders of the future business world it is important that we adopt to certain cafeterias that jobs are beginning to hire people on, and that is customer service skills. Our customer service skills can create an experience for our customers, which if positive can bring more, but if negative can hinder business. So to better prepare anybody for any customer service situation it is important that we follow the SMART principles to excellent service. 


S-say yes; one to say yes two to say no. It is important that we always look for a way to help our customer, and to make the best experience for them. So what better way then to actually get their request done! It is vital that if a customer’s request is deemed to your standards as un-solvable, it is important that you get another opinion. Because in any situation that you don’t know, someone else does! So don't say no first, get another opinion before turning down a customer.


M-Make every customer feel special. Did you know that one unhappy customer can lead to 12 if not more unhappy customers. Go beyond your expectations to help your customers. Word of mouth is the most efficient tool for a businesses reputation. Making one customer feel special can reflect as if you were making 15 customers feel special.


 A-Always keep a customer’s promise. It is important to not to make a promise that you can’t keep! Building customer expectation on promises is one of the major downturns to excellent customer service. Know your limits, and if you don't know, resort back to "S" for a second opinion.


R-to err is human, to recover is DIVINE! we are all human, which in turn leads for us to make mistakes. It is important that we take these experiences and dwell on them. Making error's are human, but its how you recover that can make the difference. Admit your mistake, and learn from it! So if a irate customer comes in because of a mistake, keep your cool and turn them into a happy one!


T-Think like our customer. It is important to stand in the shoes of your customers, treat how you would like to be treated. The way you act not only reflects your customer service, but also the firm you work for. Thinking like our customer can open your mind to customer excellence, and make us go beyond their expectations as you would suspect someone to do for you if you walked into a firm. 

Thinking SMART can diversify your customer excellence in any job situation. Remember that your actions not only reflect you but also reflect a compaines. So it is important that you familirize yourself with SMART way's of think to make sure your ready for anything coming your way!

Thanks for reading,

Marco

Am I who they really say I am......am I a "D i" ?!?!?

Are we who they say we are? Do you really think that a test can actually describe who you are and were you stand as an individual? It is possible that these tests can shed some light on our stand as Managers, but I feel that is very difficult to judge a person solely on 25 questions.  There are so much more to people then the words that were presented in class. However, I couldn't help to notice that my results were somewhat, what I was expecting to receive.  That is why the name of my blog this week is "Am I who they really say I am.....am I a "D i"?!?!?!" After answering the twenty five questions these were my results:

Dominance: Emphasis is on shaping the environment by overcoming opposition to accomplish results

This persons tendencies include:

• getting immediate results
• accepting challanges
• making quick decisions
• taking authority
• managing trouble
• solving problems

I also have the subscript "i" which includes a person that emphasis is on shaping the environment by influencing or persuading others.

Of course these are all pretty positive attributes towards my D personality.  I have to say that they are pretty accurate, however I don't feel that I am a dominant figure.  I don't feel that I "tell" people what to do, rather I help guide them in the right direction. I  believe dominating an individual to make them work more like you, ruins creativity and innovation prospects.  Restriction of someones thinking process actually would hurt my feelings, because I love to stretch my mind, and thinking of people that restrict my imagination are usually people that I don't like. I am proud that I am a D, but I feel that I would rather have feel into the I, or C categories. It hard to tell because, if any of us were to read each category we can find bits of ourselves in each category. So if I had to answer truthfully where I would rather be labeled as, it'd be a "DISCO", because I find my traits in all categories. This test could be an unofficial way to classify someone management type, but I think trying to find someone with a "premium" management type is ludicrous. We all show our management types in different ways and I think finding an effective management type, is finding someone that possess the skills of  leadership matched with management skills. And I don't think a test like this would help me with personal interaction, because I am who I am, I don't need a test to tell me who I am and how I interact. Changing your ways pending a test is a crazy idea!! I believe strongly is being yourself, so if this test tells you your a "D" but you would rather be an "I" don't change yourself just be you and it will work out, it has to.

Cheers,
Marco<-

"Put a Smile On!!"

When I was first presented with this assignment truthfully I did not know how this can actually inform us about the management process. After putting it off for a week or so (to save myself from embarrassment), I finally built up the courage after my last class to go to the McDonalds on 34th street and 7th Ave in Herald Square. Before I even went in, I took a minute to observe the McDonalds, checked how efficient the cashiers attended to their customers, and briefly waited for what I felt was the right moment to perform the task of: Ordering a cheeseburger with exactly 5 pickles on it, and a small order of French fries well done with Big Mac sauce, and that it has to show on my receipt.
When I first approach the counter to place my order, I told the first cashier exactly what I needed. As soon as the words came out of my mouth, she told me that she didn’t understand what I was asking from her. It could have been the fact that English was not her first language, and she really has never heard an order to this degree before. Soon after, she asked for another attendant if she could help with my order. When I told her, without hesitation the first thing that came out of her mouth was “It can’t be done”. I insisted that it was possible and that it has been done before, and she still insisted that it can’t be done. She was looking at the computer for quite some time, and then the line behind me began to build up. The manager, (I am assuming because she was wearing a different shirt) came up to the cashier and asked what the problem was, and what I needed help with. I told her my order, and she even insisted that it can’t be done! At this point I thought that I was going to fail in getting the order done, because even the manager whose job is primarily to over look the process of that particular McDonalds told me NO! However, even though my doubts were high, I still persisted to get what I wanted. After I insisted yet again, the second employee began to play around with the computer. Several times through the transaction she still complained that what I was asking was ludicrous. However, she finally got the second part of what I wanted, which was the French fries. She told me that she could put well done, and then she asked me what kind of sauce I wanted. I told her Big Mac sauce, but she told me that this wasn’t an option for her to put down. I told her that as long as it says sauce, then I will be happy. After playing around with the computer she said I can but barbeque sauce, I told her that it wasn’t what I wanted and that if you can just put sauce that would be better. At this point, the line behind me was to the door, and the customer next to me (who wasn’t all there if you know what I mean) began to laugh at me, and was telling the employee to get my order done. The customer next to me, who I don’t know if she was joking around or if she was being serious, was laughing and insisting that my order get done. I found this very interesting because it was reinforcement for the employee. It was like she was indirectly telling the cashier that she didn’t know how to do her job. Soon after the cashier got my order for the French fries, and then asked what else I wanted. I told her that I want a cheeseburger, with 5 pickles on it and it has to be on the receipt as well. She told me, “Is it ok that I just put extra pickles” and I told her no “it has to say 5 pickles!”. After she was done she proceeded to take french fries that were already cooked, and put them back in the deep-fry for me! And then I think I heard her curse to the employees in Spanish about me, saying that I needed a burger with 5 pickles. No sooner did I get my order in a bag, opened the burger there were five pickles like I asked, the fries were darker than usual, and she provided me with a cup of Big Mac sauce. I looked at the receipt that was in the bag, and it had all the credential on it, and it even says “Add Big-Mac SC” under the fries, which I think we established in class that they couldn’t. Of this whole process they got me what I wanted and I left “With a Smile On”.
In the process of getting my food the organization process was somewhat effective. When they took my order they didn’t seem that they were ready for a unique order like mine. Yet after much persistence they were able to perform it, and I received my food very fast and efficiently. If I were the manager what I might change to better accommodate customers like myself, would be to inform employees of possible solutions rather than just saying no. At the TD-Bank where I work, we thrive on customer service. We abide by certain principles in order to achieve excellent customer service in any situation. The principles are listed with the acronym SMART:

•S- One to say yes, two to say no. If a customer comes in with an out of norm request we are instructed to never tell the customer no as our first response, we have to bump it up to a supervisor to see if anything can be done.

•M- Make every customer feel special- Make every customer feel special by going out of our way or out of the norm to accomplish the customer’s request.

•A- Always keep a customer promise- If you make a promise to a customer it gives them high expectations. If you can’t carry out that promise it causes bad implications, therefore never make a promise you can’t keep!

•R- To err is human to recover is divine. We learn from our experiences so we must not dwell on our mistakes rather learn from them

•T-Think like our customer. Think like a customer when helping a customer!This allows you to sit in their shoes. This basically tells us treat a customer like you would like to be treated when you walk into an establishment.

If they would abide by these principles it would insure customer excellence for that McDonald's, or any customer transaction you carry out.
On the level of communication among employees I have to say this is where the establishment lacked the most. When one employee was confused, she passed it down to another not even trying to learn from the given situation. Then a manager walked over and didn’t even attempt to try to make my receipt or help, leaving the second cashier to burn in the midst of this request. If I had to improve communication, I would suggest that they try and work in a “TEAM” environment, pledge to help each other, communicate with each other, and ultimately work together to achieve any task for maximum satisfaction for the customer.
In the training aspect of the transaction, the cashiers were not prepared at all for what I asked them. Their main weakness, was saying “no” to quick, and not asking other employees for possible help to mediate the situation. On the aspect of making the burger and fries they did do a good job, and if you must know it tasted delicious. One of the main issues I noticed was the lack of leadership at this McDonald's. No one took the transaction as a challenge to try and help me. Even the manager whose main task is to over look the process there did not show any leadership qualities, actually if you must know she was the worst of all three of them. I must give credit to the one cashier who was able to perform my order; she took the challenge and really looked to see if she could help. Though she wasn’t happy (hence why she cursed in Spanish to the people making my food) she still performed the task as a challenge. Leadership is a key skill not only at McDonald's, but anywhere you work. From my own experiences, any job I am given I try to master it, and carry it out treating everything I do with 100 percent. I do this because I take great pride in anything I am assigned, and I don’t want to be known as the person who couldn’t do the job. No matter what job you adhere to you must assume leadership skills, it is vital for promotion opportunities, pay raises, bonuses, and even your reputation as an individual.

What can we learn from this task? Going into this assignment like I said earlier I was unaware of what it means, or why we were doing it. However, after accomplishing it I really took notice to all aspects of the Management process. I can reflect now from the things I have learned here, and now work on any problems I may have with my own customer service knowledge. The management process is everywhere, and it is the people involved that can make or break it.


Cheers
Marco

Choose your Forking Path

Vision which path to take

When presented in class with the word vision, I felt that it is something that I have thought about before, however never really set in stone. Many people think about what they want in life, everyone differs from others. It seems that a majority of our classmates tend to lean towards the business side of a vision, since we are establish in a this type of school. However, beyond the business aspect of achievement, what else is there? What else can one envision? What are you really going to be doing 5 years from reading this blog post? Well if you don't know, you should start. That is why the name of my blog this week is "Choose your forking path"

Vision is something that we all must sit in our beds at night and really think about, what do you want in your life? I was currently hired at TD Bank, little less than a year ago, and in my interview for the job I was asked the very simple, yet meaning full question, were do you see your self career wise in 5-10 years? I must admit I wasn't expecting it but this is what I explained:

1) An established individual- the meaning of this is to be a well rounded individual in all aspects of life. Whether it be my job, my family, my finances. I want to be established.

2) Work out of the country- One of my visions of life is to work outside of the United States, take my knowledge to far distances to not only share, but to learn from others as well. Life is a learning process, each day is a new day to learn. Just imagine learning other cultures, amazes me.

3)Learn a different language- Learning a language can make me work to my full potential, it can help do the unthinkable. People say it is impossible to learn languages as you get older, proving them wrong is a key goal in my life!!!

4) Climb a mountain-  Hiking a mountain not only take endurance and strength, but it take will power. I want to be able to achieve the unthinkable, and do the unthinkable.

Climb your mountain

When I first began my college career life was more of breeze than anything.  Taking each day as it came, never thinking about the future, and just living with the motto  "it's meant to be". But then I began to realize that this portion in life if you think about it, is such a small part of the actual bigger picture.

So remember:

"It isn't sufficient just to want - you've got to ask yourself what you are going to do to get the things you want." -Franklin D Roosvelt


 And....

Vision with out action is just a dream
Action without vision is merely a waste of time
Vision coupled with action can make things happen

Achieve Greatness my Fellow Classmates,
Marco-