Articles – You-P

Customer Interaction: A Lack of Commitment and Tact

Wow!! And unfortunately, this is not the good kind of “wow.” It was appalling. I recently purchased an item from a major home improvement store that specializes in flooring.As always, I took the opportunity to observe the level of customer service—it’s second nature to me. At the time of purchase, everything seemed fine. The salesperson helped explain the product options and their applications, clearly communicated the pricing, and informed me that my order would be delivered to my home in about a week and a half. Fast forward a week and a half—no calls, no updates. So, I reached out to the store. They told me there were delays and that they couldn’t say when the product would be delivered. To make matters worse, the representative shrugged it off, saying it was a carrier issue and I’d have to wait another week to “maybe” get more information. 🙁 A week later—still no updates. I called again. The first person who answered had no idea about my order and said she’d find someone who could help. After about ten minutes, someone else picked up and told me the computer she was using didn’t have access to order information. She had to go to another terminal. More time passed. Then she came back and said, “Sorry for the wait. The store is huge, and my legs are short.” 😳 Honestly, I didn’t know whether to laugh or cry—so I said nothing.😶 In the end, she told me my order was, actually, already at the store and could be delivered within the next two days. So, from “we don’t know where your order is” to “we can deliver it in two days,” all in about 15 minutes. Incredible. You might say: “Well, at least you’re getting your order—you must be happy.” Yes… and no. Sure, I’m glad I’ll finally receive my purchase, but I’m not at all happy with the way the store handled the situation.This kind of experience builds distrust. And I can’t help but wonder—if I hadn’t called, would my order have just sat there until someone with longer legs stumbled across it? So, here are a few key points to remember when it comes to customer interactions: If your business lacks a consistent customer interaction process or the proper training to support it, You-P is here to help.Reach out to us at contact@you-p.io. By Erika Molina

Business

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A Lesson in Exceptional Customer Service

Recently, my husband and I took a few days off and stayed at a hotel. It turned out to be one of the best examples of customer service we’ve experienced in years. I’ve always been passionate about improving how we serve others, so even on vacation, I couldn’t help but observe and learn from the experience. The surroundings were stunning, and the hotel itself was impeccable. Our suite was spotless, the bed linens and towels were luxuriously soft, and we were greeted with thoughtful little gifts that made us feel genuinely welcome. But what truly stood out was the professionalism, kindness, and attention to detail from every single employee, from the van drivers to the waitstaff and sommeliers. This level of service was clearly embedded in the hotel’s culture. We had a great conversation with one employee, who told us how happy he was working there. Beyond receiving a fair salary, proper infrastructure, and solid training, he appreciated having a life outside of work to care for his family. He had been with the company for over 10 years and had no plans to leave. This shows me that the company is investing in its employees as a powerful tool to enchant and retain customers. And it worked; my husband and I left this experience with the feeling that we want to go back and recommend it to our friends. It made me wonder: What’s missing in other businesses — from companies to hospitals to restaurants — that prevents them from reaching this level of service excellence? It doesn’t necessarily require a large financial investment. Often, small, thoughtful gestures make the most significant impact. 👉 Here are a few reflections and suggestions: By Erika Molina If you’re interested in learning more about Customer Interactions training, You-P is here to help. Contact us at contact@you-p.io. Or for more information, contact directly:

Business

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The shortage of sponsoring leaders

The shortage of sponsoring leaders Observing the current state of companies and their leadership, I must conclude that we have a shortage of sponsoring leaders. Instead, more self-serving and short-sighted leaders are rising to power. I’ve heard from countless talented professionals who say their leaders are solely focused on protecting their positions and results, without investing the time to develop their employees, offering little guidance, and failing to advocate for their growth. Hence, my conclusion is that we are missing sponsoring leaders! I was very fortunate to have a couple of strong sponsoring leaders who represented me in talent discussions with senior executives and human resources, sharing important information about my skills, performance, and leadership style. Their support made a lasting impact, and I carry deep gratitude for it. So, let’s talk about what it means to be a sponsoring leader: Start by identifying the talents within your team, specifically those who have demonstrated outstanding performance and leadership skills, whether or not they hold a formal leadership title, and consistently uphold essential values such as integrity, respect for others, and impartiality. A person who walks the talk and keeps their promises. Those are the talents you need to know everything about, including their strengths, potential opportunities for improvement, personal situation, availability to relocate, educational background, achievements, and experiences. And when I say, “know everything about them,” I mean know it by heart. You never know when an opportunity will arise where you’ll need to advocate for them. The good sponsor does not miss a chance to showcase their talents; they are at the top of everything and act with agility regarding opportunities for their sponsored individuals. An excellent sponsor is passionate about people’s development and growth; they feel satisfaction and accomplishment in sponsoring talents and celebrate their success as if they were their own. If you’re already a leader, take a moment to reflect: Are you just managing performance? Or are you also sponsoring talents? Now is the time to lead with purpose, by lifting others as you climb. Think about it! By Erika Molina

Career, Leadership

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Remote Work: The Dilemma and Solution

I’m often asked how I handle requests from employees who want to work from home. Three key questions guide my response: If the answer to all three is a solid yes, I fully support them working remotely. I know they’ll stay committed and continue to deliver results, often with even greater gratitude. Over the years, I’ve learned that when leaders build real trust with their teams, employees go above and beyond to support shared goals. But if you are in doubt about these answers to any of those questions, I take a different stance. Approving remote work in those cases can create problems for the team and the business. The key is for leaders to be clear and confident in their decisions. Unfortunately, many today hesitate out of fear—fear of losing their own jobs—which leads to indecisiveness, a lack of support, and a toxic work culture. Most of the time, the leaders’ behavior is a reflection of the lack of infrastructure of the company, not offering clear KPIs, consistent methods of performance measurements, and a non-consolidated culture. Just as people often leave bad managers, they also stay for great ones. Strong results come from engaged employees and a healthy workplace. So, ask yourself: What kind of environment are you creating in your business? By Erika Molina

Business

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The People Leader Book

I had a mentee a long time ago, a new people leader, and I used to tell him that there is no “recipe fits all” when we are talking about people. Individuals are unique, with different personalities, needs, and perspectives, and we people leaders, need to customize our interactions with every single person. Then, I told my mentee to think about an imaginary book, “The People Leader Book”, every day we learn something from our people, every day we need to stretch our abilities, explore new tools and skills, and build a new chapter in our People Leader Book with all these experiences, which will serve as a collection of knowledge that will be in our mind every time we interact with new individuals, making us stronger leaders. After a while, this mentee came back and said he was already in chapter one hundred of his book and felt much better prepared to be a people leader, but still progressing. I am, maybe, in my ten thousand chapters, and I am still progressing, as I said, people are unique, so we have plenty of opportunities to continue growing. by Erika Molina

Leadership

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Transformational Agent

What is the mission of a transformational agent? It’s common to confuse a transformational agent with a “wrecking ball”, but that misunderstanding can be a serious problem. A true transformational agent drives innovation and creativity. They’re wise enough to recognize great ideas—wherever they come from—and help the organization evolve with the right sense of urgency. This person is an attentive listener, a keen observer, and highly skilled at engaging others in the solution. They challenge the status quo, shake up the organization, and help build new processes and culture, while keeping people motivated and aligned. The result? Meaningful, lasting improvements Then, before acting, THINK: Are you a Wrecking Ball or a Transformational Agent?

Leadership

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Building credibility as a people manager with confidence

As a people manager, you are in the spotlight 100% of the time, and the team members are closely watching, and you need to be consistent with your behavior. Then, make sure you “walk the talk” and do not say things you do not intend to execute or act on. Also, be respectful and transparent. And I have a simple rule for that: In this way, being consistent in these behaviors, you will start to build credibility with your team, daily, one step each time. A trustful relationship is all your employees want and need from their leaders, they will respect you more for that, and be more engaged when you ask for action.

Leadership

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Career Move: Embrace the Change

Embrace the Change, and let this feeling guide your thought process and actions, and enjoy it! From the moment you decide to steer your career in another direction and engage with a new company, environment, and job, you will feel that you are creating a great journey. If you stop and think rationally, you may conclude: Why change? Why put energy into changing if it is all fine? But” all fine” may not be enough anymore, and regardless of how mature your career is, ask yourself, is “all fine” okay? At some point in my career, I decided “all fine” was not what I wanted, although a wonderful “all fine” was not okay and neither was enough, and I opted for the change. This move brought me back many things: the ability to continue evolving, learning, creating, and testing new limits, or no limits at all, with no labels to define me. Undoubtedly, worthwhile. Embrace the Change! By Erika Molina

Career

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Confidence is about bravery

Confidence is about bravery. Bravery to believe in yourself. Bravery to take risks. Bravery to steer your life or career in a new direction. I once heard someone say that confidence is the moment you realize there is no need to compare yourself to anyone else. To build on that thought, I say that confidence is the bravery to be yourself, unapologetically, every single day. Easier said than done. In our careers—and life in general—we often encounter people who act as roadblocks to our authenticity. These are the “energy vampires” who slowly drain our confidence. And yet, we sometimes allow them to do it. Why? There is no unique or simple answer, but the important piece of this process is for you to recognize who are these vampires, and block them from your life, or influence. Be brave to stop them. Use your superpower: Confidence. There’s no one-size-fits-all answer. But what matters most is recognizing who these people are—and choosing to cut off their influence. Be brave enough to stand up to them. That’s your superpower: Confidence. By Erika Molina

Career

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How to professionally handle the feedback you disagree with

This is a tricky situation, as human beings, we tend to react immediately in front of a comment we disagree with. This demands practice, and you will need to be prepared, as you never know when you will be in this spot. The first step is to “listen and listen”, and demonstrate you are truly paying attention. Second, watch your body language, as it normally says much more than your own words. Do not roll your eyes or cross your arms in front of you. Third, after you have listened and paid attention, you will see that you have time to formulate a respectful answer, using some data to show your point of view. And finally, if you cannot come up with anything different than the feeling of “attack”, say “I will think about it, and come back to you”. Being professional in a critical discussion is key to demonstrating your maturity and ability to overcome conflict and difficult situations. By Erika Molina

Career

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