Or Before You Begin Your Journey, Find Out Where You Are.
Someone asked Robert Baden-Powell, the founder of scouting, "Be prepared for what?" Baden-Powell replied, "Why, for any old thing."
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“Want of care does us more damage than want of knowledge.” – Ben Franklin
Security in your mail center is always important, 365 days a year. Increased volumes in packages due to internet shopping can lead to a lax attitude. Managers must take a proactive approach towards security and awareness by reinforcing the basics, reexamining current plans, and increasing the amount of training.
Review your security plan and make certain that it includes measures to protect your employees from harm and safeguard the mail that you handle. Examine the physical layout of your mail center. Ensure that all access points are secured from unauthorized entry. Prohibit non-mail operations employees from entering the mail center to pick up mail or packages. Construct a service counter to handle queries from your customers (an inexpensive and effective solution is to put a table in front of your mail center).
The service counter and all doors should be monitored by surveillance cameras – an excellent deterrent. However, surveillance cameras make some people uneasy. Inform your employees that the cameras are used to help protect them from harm. Open, honest communication is essential for a security plan to be successful.
You must train your employees to recognize a suspicious package or envelope. The characteristics of a potential hazard include:
If feasible, purchase an x-ray machine, which can easily detect the components of a letter bomb. Train all employees on how to properly use the x-ray machine, and how to react if they detect a threat. The best equipment is useless without a properly trained and alert operator.
Communicate and post procedures on how to handle an envelope or a package that contains either a threat of a biological or chemical agent, or an unidentified powdery substance. The United States Postal Inspection Service uses the acronym “SAFE”:
Safety comes first.
Assess the situation before taking action.
Focus your efforts on the hazard, avoiding contact and access.
Evaluate the situation and notify authorities.
Next: Steps to take when dealing with an emergency.
Last week, a teenager from Pittsburgh made headlines with a science fair project about fonts. The official font of the United States government is Times New Roman. 14-year old Suvir Mirchandani calculated that by switching the font to Garamond, the government would use 30% less ink. The estimated savings, $136 million a year.
This story made me smile for several reasons. First, I love science fairs. Students use newly-learned concepts to investigate and understand the world around them. They approach problems without preconceived notions of what’s possible. The enthusiasm the students have for their projects is infectious and enlightening.
Second, a teenager is interested in print! Young Mr. Mirchandani’s proposal wasn’t to stop printing everything, but print smarter. Even a person born in the digital age understands the importance of paper documents. We may use smart phones, tablets and laptops to communicate with each other, but we also use paper. And probably will for many years to come.
Lastly, the story has many companies looking at their own documents. For years, software vendors and printer manufacturers have encouraged customers to consider fonts, type size and page coverage. Working on the basic principles of printing and composition isn’t exciting or glamorous. Yet by focusing on the fundamentals, we can uncover changes that will improve efficiencies and create savings.
Take a fresh look at your documents. Consider every component, from composition to print to mail. Bring in people from outside your department to provide feedback. Hold a brain-storming session and look at the impact of each idea. Don’t be stopped by negative comments like “But that’s the way we’ve always done it,” or “That won’t work here.” Instead, encourage thinking that starts with, “What if we….”
By bringing in new ideas, even the most efficient operation can save money. The savings may not always be $136 million, but it’s worth the effort.
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It’s almost time for one of my favorite weeks of the year – the National Postal Forum (“NPF”). The NPF will be held March 16-19, 2014, at the Gaylord National Hotel and Convention Center, outside of Washington, DC. In addition to opportunities to hear from senior United States Postal Service officers, and visit vendors at the exhibit hall; attendees can choose from more than 130 workshops to learn more about the industry.
This year, I’ll be presenting 6 different workshops at the NPF:
Boot Camp for Mail Center Managers, Part 1
Sunday, March 16, 1:45 PM – 2:45 PM (Chesapeake 3)
Boot Camp for Mail Center Managers, Part 2
Monday, March 17, 1:30 PM – 2:30 PM (Natl Harbor 10)
Public Speaking and Powerful Presentations
Monday March 17, 11:00 AM – 12:00 PM (Chesapeake 6)
Quality Control in Mail Center Operations
Tuesday, March 18, 2:45 PM – 3:45 PM (Natl Harbor 10)
Succession Planning for Mail Center Managers
Monday, March 17, 4:00 PM – 5:00 PM (Chesapeake A)
Untold Tales
Wednesday, March 19, 2:00 PM – 3:00 PM (Chesapeake 6)
I hope we can connect at one of my classes, or catch up at one of the networking events.
See you in DC!
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In my last post, I talked about the value of trade shows, and shared the advice of my good friend, Paul Balbastro, for getting the most out of a conference: the "30-30-30-10 Rule". Paul says you should spend:
Most people follow only 3 of Paul's recommendations. Too many ignore the most important one – networking. Many times, people attend a conference and not network with a single new person. They might nod to the person next to them in a class, but they don’t take the opportunity to get to know them.
Networking is the one self-improvement activity that anyone can do, regardless of age, education, job description or talent. And it's the one self-improvement activity everyone must learn to be succesful. Here are 6 tips to help you be a better networker:
1. Have a positive attitude. People like to meet upbeat people. If you display an attitude of confidence and resolve, people will want to talk to you. Watch what happens in any room. People are drawn to those who look like they belong, who look like they're happy to be there. They aren’t attracted to people who have what I call "Eeyore Syndrome."
You remember Eeyore, don’t you? He’s the donkey from the Winnie the Pooh stories. Remember how he was always in a gloomy mood? No matter who came up to him, and whatever their mood was, his response was always, "Oh well". I mean even when Tigger came bouncing up (because that's what Tigger's do best), what did Eeyore say? "Oh well."
Do you want to hang out with an Eeyore? No, you want to be around people who are upbeat and confident. People who know what they want. Remember, confidence and resolve, not egotism and stubbornness. Positive, not overbearing.
2. Look people in the eye when you’re talking to them, and more importantly, when they’re talking to you. Don't be looking around the room for someone else to talk to. Give the person in front of you visual signals that you’re listening to what they’re saying. Nod your head if they say something you agree with. Smile when they say something humorous. Let them know that they have your attention.
3. When talking with someone, look for the ways you’re similar, not different. Pick up on what the person says that is in common - directly or indirectly - with you. Acknowledge that you can relate to what they're talking about. If they mention the Eeyore Syndrome, let them know you love the Pooh stories. Ask them who their favorite character is. (Who's your favorite character? Mine's Edward Bear.) Use the conversation to connect, not separate.
4. Years ago, I met Rod Walz. Rod invented one of the first automated certified mailers, and I hope to see him again at the National Postal Forum this year. Rod said to be remembered, be interested, not interesting. Don’t try and impress people with stories of your own achievements. Don't try and show how smart you are, or how interesting you are. Let them have the spotlight, and show an interest in what they’re talking about. Ask questions about their area of interest or expertise. Find out why they're interesting. Be the audience for a while.
5. Your mother was right, politeness counts. Show respect to the people you’re talking to. "Sir" and "Ma'am" are still appropriate, no matter what century we're living in. Don’t use off-color language or tell risqué jokes when you're meeting people. Never put down anyone else – any person, any race, any religion, or any nationality. You don’t know who you may offend. This isn’t political correctness, it’s politeness. Oscar Wilde once said, "A gentleman never hurts someone's feelings, unintentionally." Be a gentleman, be a lady. And if you hear gossip, please don’t repeat it.
6. Follow up. Meeting people is only the first step in networking. It's the seed you plant. And you must cultivate the seeds in the garden that is your network in order for it to grow. You must follow-up. You can follow-up with emails or a letter, maybe even a hand-written letter, after meeting someone. If you aren't following up, you aren't networking.
Some people aren’t comfortable in social situations, or introducing themselves to strangers at a conference or other event. They may be shy, introverted or uneasy in large groups. But we must remember that there are people who want to meet us.
Here are a 5 more tips for the introvert in all of us:
1. Don’t go alone. Attach yourself to someone that is already a good networker. Walk with them as they work the room. They’ll help you meet new people. I started this article quoting advice from Paul Balbastro. In the world of mail, Paul is the absolute best networker. I've been told that the Postmaster General calls Paul to find out the scoop on the industry. This guy is connected. When I started attending national conferences, I always hung out with Paul. Through him, I met more people, and developed the skills, and more importantly, the confidence to network on my own. Find a Paul Balbastro.
2. Practice. Remember, this is a skill. Before going to an event, remind yourself that you’re going to network. Prepare yourself for going up to people and introducing yourself. Preparation doesn't make networking any less authentic.
3. Listening is good. If you’re by nature a quiet person, that’s okay. Remember the mantra – be interested, not interesting. People love to hear the sound of their own voice. And if you can be their audience, they’ll thank you for it. They'll remember you for it. They'll love you for it.
4. Remind yourself – networking is a survival skill. You have to do it. There are no guarantees in life. You are going to come up against problems and difficulties where you will need help. If it’s 3 o’clock in the morning, and the water pipes have burst, that isn't a good time to start looking for a reliable plumber. If tomorrow your boss tells you your job has been eliminated, that isn't a good time to start building connections to your next job. Build your network now.
5. Remember, you are the only you and the best you in the world. You bring something special and unique to other people’s networks. They want the opportunity to meet you, and learn more about you.
I want to meet you and get to know you. That will only happen if you network.
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In the age of the Internet, budget cutbacks, and increased demands for time, are trade shows and conferences still relevant? The answer is a resounding “Yes!”
Before becoming a consultant, I had what my friends call "a real job", managing the mail operations for a large financial services company. At least once a week, my lead manager would come into my office about an unexpected job coming over from Print Services. The piece, which often didn't match our equipment specifications, was usually a rush job, often needing to be folded, inserted and delivered to all 12,000 employees, that same day!
After conducting an assessment of our other responsibilities, we'd put together some crafty scheduling and assign our best operator to run the difficult job. Then we'd scramble the couriers and add another mail run to meet the deadline. Barely. Again.
