A Success Story
One final story. An organization with a customer service
department was not meeting the volume level they had
set for inbound calls. The manager blamed the reps and
identified them as “C” players. Later, this manager was
placed in a different department and a new manager was
brought in. This person sat down with each individual
and then with the whole group. The manager utilized
information collected from in-depth work style and
personality assessments of the team to understand the
team members.
As a team, they discovered that within twenty-four hours of
delivery, calls were coming in to inquire about the time of
the delivery and additional questions about the product.
The team brainstormed ideas of how to reduce the inbound
questions so that they could take new order calls. Together
they came up with a simple idea of providing updates to
the customer regarding the delivery as well as creating an
information page for the typical product/delivery questions.
The call volume changed dramatically. The team members
were later asked why these ideas had not been suggested
in the past. The response was very simple—no one had
ever asked them. They had been reprimanded for lack of
performance rather then asking for their input in order to
solve the problem. The results were improved productivity,
performance, and job satisfaction, since they now had an
environment that invited participation and teamwork.
Action Items
The following are some action items to consider:
1. Utilize the information gathered from in-depth
work style and personality assessments to manage Permission is needed from Lighthouse Consulting Services, LLC to reproduce
more effectively. This will in turn reduce the learning
any portion provided in this article. © 2009
curve for on-boarding and help to better understand
the individuals that you work with. Dana Borowka, MA, CEO and Ellen Borowka, MA, COO of Lighthouse
Consulting Services, LLC have over 25 years experience in the area of
2. Place yourself and others in positions that take business and human behavioral consulting. They have been helping
advantage of strengths to ensure success.
organizations both nationally and internationally in raising the hiring bar
through using in-depth work style assessments. They are nationally renowned
3. Be clear with expectations, listen carefully and
speakers and radio personalities on this topic. They have built a well
paraphrase when something seems to be an obstacle
recognized organization that provides expert interpretation of in-depth work
style assessments during the hiring process, providing a variety of workshops
for the person. and assisting those with communication challenges. They are authors of the
book, “Cracking the Personality Code”. To order the book, please go to www.
4. Take the time to mentor people to succeed through
crackingthepersonalitycode.com.
empathic understanding of how they might approach
an opportunity or challenge, and work together to
If you would like additional information on this topic or others, please contact
build a common bridge. You can learn more about in- your Human Resources department or Lighthouse Consulting Services LLC,
depth work style and personality assessments and how
3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403, (310) 453-6556,
to incorporate them into a hiring and staff development
dana@lighthouseconsulting.com & our website: www.lighthouseconsulting.
com
process for your organization by visiting our website,
Lighthouse Consulting Services, LLC provides a variety of services, including
www.lighthouseconsulting.com. There you can sign in-depth personality assessments for new hires & staff development, team
up for our Keeping on Track publication that provides
building, interpersonal & communication training, conflict management,
monthly proactive articles.
workshops, and executive & employee coaching. To order the book, “Cracking
the Personality Code” please go to www.crackingthepersonalitycode.com.
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