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The HR Service Delivery Blog

Tips, ideas and inspiration for making HR's job easier and the employee experience better.

About Sharlyn Lauby

Sharlyn Lauby is the HR Bartender and president of ITM Group Inc., a Florida based training and human resources consulting firm focused on helping companies retain and engage talent. Sharlyn sees human resources as a strategic partner - the marketing department for a company’s internal clients rather as administrative. During her 20+ years in the profession, she has earned a reputation for bringing business solutions to reality. Prior to starting ITM Group, Sharlyn was vice president of human resources for Right Management Consultants, one of the world’s largest organizational consulting firms. She has designed and implemented highly successful programs for employee retention, internal and external customer satisfaction, and leadership development. Publications such as Reuters, The New York Times, ABC News, TODAY, Readers Digest, Men’s Health and The Wall Street Journal have sought out her expertise on topics related to human resources and workplace issues.

Yes, You Can Measure Employee Experience. Here’s How.

By: Sharlyn Lauby on January 20th, 2021 Employee Experience | Est. Read Time: 3 min.

Companies want to offer their customers an excellent experience. Part of doing that is offering employees an excellent experience. There are two reasons for this. In many industries, job candidates are also customers. An example is the person who loves dining at a restaurant and decides to apply for a bartender job there. The last thing organizations want to happen is to lose both a candidate and a customer at the same time. The second reason is that employees are responsible for delivering the customer experience. The way they do that is by having their own excellent experience. 

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How to Set Up an Employee Help Desk

By: Sharlyn Lauby on November 24th, 2020 | Est. Read Time: 3 min.

When we are in a typical workplace and need help, we can usually walk around the corner and ask someone for assistance. With increased numbers of employees working from home, “walking around the corner” just isn’t possible anymore. But employees still need help and organizations still want to offer assistance.   One way that organizations can achieve this is by setting up a “help desk.” We’re familiar with the concept of a customer “help desk.” It’s a combination of technology and human support to help customers with questions and issues. The same principle applies for an employee help desk. The goal is to use technology and human support in an efficient and effective way to take care of employee needs.   There are three notable benefits to using a help desk for employee support:  

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Does Your Organization Have an Employee Service Philosophy?

By: Sharlyn Lauby on October 29th, 2020 Employee Experience | Est. Read Time: 3 min.

Most organizations have customer service philosophies. Examples include “Put yourself in your customers’ shoes” and “Put your customers’ needs first.” A customer service philosophy is defined as a group of shared principles that guide every customer interaction. Often, they are linked to the organizational mission, vision, and values. Customer service philosophies include references to honesty, respect, empathy, and making customers a priority.   In thinking about external customer service philosophies, it raises a question. Shouldn’t organizations also have an employee (aka internal customer) service philosophy?  

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How to Provide the Same Level of Service to On-site and Remote Employees

By: Sharlyn Lauby on September 23rd, 2020 Employee Experience | Est. Read Time: 2 min.

Willard Marriott, founder of Marriott International, is famously quoted as saying “Take good care of your employees, and they’ll take good care of your customers, and the customers will come back.” It makes a lot of business sense. But it raises the question, what does “take good care of your employees” mean?   

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5 Key Elements to Creating a Hybrid Workforce

By: Sharlyn Lauby on August 27th, 2020 Employee Experience  |  HR Operational Efficiency | Est. Read Time: 3 min.

A recent article in Human Resource Executive Magazine posed the question “Is a hybrid workforce the wave of the future?”. A hybrid workforce is being defined as one where there’s a significant number of both onsite employees and remote employees. It might not be a balanced 50/50 but more of a situation where the percentages justify the need to consider each workforce group’s needs separately.

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HR and Project Management: 6 Best Practices for Success

By: Sharlyn Lauby on August 13th, 2020 | Est. Read Time: 3 min.

One of the activities that’s great for building skills and experience is leading a project team. As a project leader, you can gain exposure to different situations, learn new things, and start to build positive working relationships with a different group of coworkers.   

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HR Business Continuity Planning: Make It a Part of Your Strategy

By: Sharlyn Lauby on June 4th, 2020 HR Operational Efficiency | Est. Read Time: 3 min.

As more organizations think about reopening, increasing production, and bringing employees back to the workplace, they’re beginning to debrief on what’s taken place over the past few months and how they can be more prepared for incidents in the future. If your organization hasn’t done this yet, consider asking just a couple of questions:   What went well? It’s important to ask this question first because sometimes we’re so focused on what went badly that we forget to take time to recognize the things that went well. Even if the organization was completely unprepared, chances are there were some things that went well. Be sure to discuss and celebrate them.   What would you do differently next time? Please note: I’m not saying anything went “wrong.” It could simply be that if faced with a similar situation, the organization would have made a different decision. Or that the organization would have made the same decision but executed it differently. 

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