… the HR Minion. Because even minions have opinions. And giggles.

There is a time for following policy, but now is not one of those times.

When it comes to good customer service, you have to know when it is a good time to follow company policies and when serving the customer becomes more important. The last thing an upset customer wants to hear is someone quoting the rule book at them. Why should they care about your corporate policy when their needs aren’t being met?

Now look at your employees. In these hard times are you just quoting the handbook or are you looking for ways to make sure their needs are being met? Our job as HR professionals is not limited to the enforcement of rules. Anyone can do that. It requires no thought, strategy, or empathy. It certainly doesn’t require a human at all.

If your employees are coming to you with problems, you need to be sure you are a resource and not a brick wall. Right now, there is no “that’s not my job” or “that’s not the right form” or “we need you to follow this or that procedure first”. We do not only manage our company’s “Human Resources”, we have to be human resources. Even if all we can do is point an employee in the right direction.

How can you be a resource?

– Have an open door.
– Know your benefits backwards and forwards so that you can make suggestions or push through red tape.
– Be knowledgeable about local charities and organizations that can provide assistance. I’m talking about access to day care, credit counseling, legal services, etc.
– Understand that employees do their best work when they can focus on their job.
– Don’t be afraid to say you don’t know and don’t hesitate to look for the answer.

Every job is essentially providing customer service to someone and HR is no different. Don’t let the rules get in the way of doing right by your customers.

7 Responses | Add your Own

  • 1 Training Time :

    “That’s not my job” could be the one line holding many people back in their careers. Great advice here on how HR can really embrace the “resource” part of their position. Thanks!

  • 2 HR Maven :

    My favorite quote is from my husband’s former commanding officer:

    Never let bad policy get in the way of good judgment.

    HRM

  • 3 Anonymous :

    You are one high class minion.

  • 4 HR Minion :

    Training time – Yeah, I hate it when people hide behind their job descriptions.

    HR Maven – Gotta love the military. 🙂

    Anon – Aww, I’m blushing!

  • 5 Michael VanDervort :

    top eight factors for HR to gain a seat at the table.

    1. Making Stuff Happen Work with managers or associates to resolve issues builds street cred. Being a provider of solutions is invaluable

    2. Customer Service. – be uber responsive & uber accessible Be there when they need you.

    3. Business Knowledge. You can't be effective to your business colleagues unless you know your business. Learn processes, KPIs, jargon & customers. You don't want to look like a dope

    4. Reliable results. Be a doer, you earn one kind of rep by providing solutions that stick & good advice People must see you as a confidante & counselor who can help them Leader finds this invaluable & will want you with them.

    5. Provide real world advice, not just policy guidance. Be able to step outside the HR policy manual & the law & come to grips with both sides of the problem: the business case and the HR case. Seeing both will let you mediate solutions that work for the business while protecting HR interests

    6. Don't be overly obsessed with policy and lawsuits. Making fact based, ethical business decisions that consider the interests of the business and your employees will take you miles down the road. I am not saying be reckless, just realize you WILL be facing some litigation. If you do the right thing, you have less to fear, and win more allies in the end.

    7. Challenging the Status Quo. Business partners don't need yes men. String leaders don't want people who rubber stamp their decisions. Be thoughtful, but act as devil's advocate. Doing this may mark you as a bot of a rebel, but if you do it effectively, you will be appreciated by your peers.

    8. Be an early adopter. Stay ahead of the technological and informational curves. Use the tools and resources that are out there to give yourself a business edge. Let Google be one of your best friends. It can't hurt!

  • 6 Michael VanDervort :

    woops, i just meant to cut and paste 2/3! Sorry
    — Michael

  • 7 HR Minion :

    Michael – It’s all good, no worries! Thanks for the info!