Never Too Busy for Courtesy

By Pam Hadder

The Blame Game
Some blame it on technology, some blame it on the fast pace of living, and some blame it on an uncertain economic future, but basic courtesy is falling by the wayside - on that point most of us can agree!  You will have your own examples, but maybe you can relate to some of these: no response to emails, voice mail hell versus living voices, and service people who begin talking before you can communicate your needs.  At SWJ, we still believe that basic courtesy is essential, so regardless of the underlying causes, we are never too busy or too jaded for basic courtesy.  Not only does courtesy assist with efficient use of time and resources, courtesy is noticed and appreciated and it builds collegial relationships; whether by digital communication, by phone or in person.  Committing to basic courtesy shows our respect for others and that we appreciate their time and contribution.  Basic courtesy is the first vehicle we use to acknowledge other human beings - it tells others that they matter.

Everything New is Old Again
It's not NEW - the trend began several years ago.  SWJ used to send out seasonal promo items to key suppliers and clients.  Although we sent thousands, we could count the thank you responses on one hand! After years of this we have opted to support a select number of worthwhile community causes instead.  For example, donations to a local theatre group working for social justice, a pizza party for a core area daycare or educational support for a single parent.  We find that these small gestures of support are always acknowledged with a sincere thank you.  However, when we mail out correspondence of any kind - supplier client, personal or service - we are somewhat mystified as to why people do not acknowledge receipt. It takes repeated follow up by phone or email to cajole, or sometimes extrude, a response. We hate to use the dreaded "Request a Delivery Receipt" or "Request a Read Receipt" but sometimes, in a critical business context, we have to resort to robotic insistence for some acknowledgement.

Bucking the Trend
I recently read in an online forum that if we are frustrated by the epidemic lack of basic courtesy, we can address the problem by: a) committing to basic courtesy ourselves; and by b) embracing random acts of courtesy every day - such as opening a door for a busy parent with kids in tow, taking out garbage for an elderly or infirm neighbour, letting a car merge into a busy traffic lane, or stopping to allow pedestrians to safely cross a street versus rushing to turn our vehicles ahead of them.

WE Still Matter
Yes, we are all working harder with greater uncertainty - and yes, technology is training us all to be knee-jerk reactionaries who sometimes confuse social media with in-person realities. Rather than normalizing aggression and rudeness, consider that basic lesson of leadership; we are each capable of influence and our actions affect others, whether or not we consciously connect to or buy into those impactful realities.

Holding On...

By Pam Hadder

Let’s talk about business. Things are different, very different – the only thing that is certain it seems is uncertainty. Are you feeling like things are in a holding pattern?  Are you finding customers are slow to make decisions but quick to judge based on minimal information?  Everyone is an expert, but few embrace quality or accountability.

Are you frustrated by negativity, short attention spans, and lack of vision? Are you puzzled by the huge investments being made in material assets such as new construction, building refurbishment, and equipment, while human issues and the day-to-day working realities take a back seat?

Much of what is marketed in popular culture is aimed at youth and young adults, but who is actually holding the cash – who is actually in a position to approve projects and spend money? Dazed by the onslaught of technology and social media, the borders between real and perceived value are easily blurred. It is estimated that 80% of the real wealth in North America rests in the hands (investment capital and bank accounts) of adults aged 50 and older.  Despite progress with gender equity in education, government and the workplace, these adults are primarily white and male.  What we are seeing is a polarization of wealth and power, an eroding middle class, and a focus on maintaining the masculinized machinery that feeds capitalist growth.  In uncertain times, the rich are fortifying their reserves of wealth.

What does our future look like if we continue on this path?  What happens when the individual can no longer access the business world?  Small business was the fastest growing sector in 2002 – the local restaurant, the little gift shop, the florist, the consultant.  Currently, these small entities do not receive government benefits or support that we see offered up to big business (sports teams, developers,  etc.), and small business owners are finding it increasingly hard to compete with huge multinational entities:  think of Shoppers Drug Mart selling groceries or Costco printing brochures.   Unchecked, globalization, neoliberal, and neoconservative strategies erode the power of the person. These factors are creating a new age of feudal living, where a rich minority exploits a desperate peasant class, willing to do anything to survive.

Ridiculous?  Open your eyes see the signs, take care with your choices – we can still choose how we work, who we work with, and where we spend our money.  Our daily choices shape the world and we need to choose wisely and lobby for fairness and distribution of wealth and resources.