Every year, manufacturers across the United States celebrate MFG Day to showcase the potential of modern manufacturing.
This year looks a little different, as we’ve worked hard to increase our safety protocols to reduce the spread of COVID-19 within our facilities (which aren’t represented by this pre-pandemic video). But our sentiment is the same – we’re proud to be a diversified manufacturer!
We believe customer service is more than a mindset. It’s more than the skills to make a sale or fix a problem.
Customer service is about maintaining healthy relationships that are mutually beneficial for everyone involved. You can improve your customer service at work and at home. Here are five places to start:
Empathy. Try to connect with and relate to the people in your life – from your friend Tim to your Great Aunt Tina. Putting yourself in their shoes and understanding how they feel can make all the difference when they seek your help or input.
Responsibility. Hold yourself responsible for maintaining your personal and professional relationships. If a problem arises, simply having the ability to say “I’m sorry” and “Let me try to fix it” can help ease tension and demonstrate that you’re willing to take responsibility for misunderstandings or mistakes.
Communication. Clear communication is one of the best ways to ensure that both parties understand each other’s needs. And listen up! By listening to someone, not just doing the talking, you’re actually taking the time to hear them. Asking questions can also make them feel valued and respected.
Creativity. Break up your normal, routine decisions. Collaborate with new colleagues at work or discover a random activity to do with your family. Simple choices like these exercise your creative mind, which comes into play when you need to solve a problem or simply keep boredom at bay.
Positivity. A good attitude shows others that you’re truly motivated to be there for them, which helps the other four tips also fall into place. You’ve got this!
This year has unfolded with many unexpected changes, and sometimes it can all feel overwhelming. We asked one of our Managers of Change Excellence at L&P to weigh in on the topics of change, uncertainty, and how to move forward.
She said one change management concept that comes to mind can be used both at work and at home – the ADKAR model, which stands for Awareness, Desire, Knowledge, Ability and Reinforcement. This model originated from Prosci to guide organizational change.
“We can make change easier by applying this model to our own personal experiences, and also reduce those ‘out-of-control’ feelings,” she said.
She gave us a quick look at the model and how we can take bits and pieces of it for our own unique circumstances.
Awareness. First, you must try to understand what any specific change is about – why it’s happening and when, who is involved, and what needs to be done about it.
Desire. Next, you need to have a reason to want to make the change. This can mean looking at what you have to gain, but it can also involve understanding the adverse consequences of not changing. For example, you may consider continuing your education in order to advance your career. But you might alternatively consider the impact on you and your family’s future by not pursuing it (i.e., what might it mean not to pursue a higher salary?).
Knowledge. Learning what you need to know in order to succeed is very important. In business, we typically offer various types of training. You can also ask a more experienced friend or family member for insight, do a little research, or even practice to help you feel some competence or mastery. For example, if you would like to learn how to fish, you might check out some fishing videos and ask a friend or family member with experience for help getting started.
Ability. Ask yourself what you need in order to succeed. Look for enablers and barriers. In the fishing example, some enablers would include fishing gear and access to water. Lack of time or even the wrong bait would be barriers to your success.
Reinforcement. Listen for feedback – which can come in many forms. Also, reward yourself for making your change, whatever it is, and keep in mind that small rewards along the way are usually more effective than a big reward at the end.
As a longstanding partner of United Way, Leggett & Platt believes now, more than ever, we need to live united.
2020 has impacted each of us in different ways. Throughout the pandemic, our local United Way agencies have pushed to expand their programs to respond to increased need – all while adjusting to greatly depleted resources. In an effort to protect the health and safety of their clients, many have even lost valued on-site volunteers. Despite these challenges, they continue to provide vital services to our community, including medical assistance, literacy training, family counseling, and safe havens from abuse.
To learn more about United Way’s impact in our community, check out this video:
Today, we are launching the annual 2020-2021 pledging campaign at our corporate office. Over the next few weeks, we’ll also be spotlighting several incredible agencies funded by our local United Way agencies. Times may be difficult, but we have witnessed communities rising to meet hard moments. If in a position to give this year, we encourage you to support your local agency, too.
Together, we can give hope where it’s needed most.
Harry M. Cornell, Sr. (far right) discusses business with engineer Carl Kirchner and another unidentified Leggett & Platt employee. Cornell joined L&P’s board of directors in 1934 and became vice president and sales manager in 1935.
Amidst the pandemic, businesses have adopted new safety measures in order to keep employees safe and operations running. Leggett & Platt is no different – our employees around the world continue to make us proud by committing to safety protocols throughout the workday.
As part of our safety efforts, we’re committed to disinfection measures to keep our facilities clean. One new tool we’ve begun to use is a handheld or backpack-style disinfecting sprayer, which allows cleaning teams to disinfect faster and with more complete coverage than traditional disinfectant spray.
These sprayers have been adopted by schools, airlines, gyms, and countless other businesses since the pandemic began.
A member of the cleaning team at our Automotive facility in Juarez, Mexico, puts the electrostatic sprayer to good use on hard-to-clean equipment.
The science behind the sprayers is interesting: they place a positive charge on the cleaning solution before it enters the nozzle, which is then attracted to negatively charged surfaces when sprayed (most surfaces are negatively or neutrally charged). This allows the sprayers to more completely cover commonly touched or hard-to-clean surfaces and equipment.
The benefits of these sprayers are numerous. “There is no need to wipe a surface after spraying, thereby reducing any cross-contamination that wiping surfaces can cause,” says Josh Ford, a member of our Corporate Procurement team.
“They are easy to operate, require minimal training, and spray up to 65% fewer chemicals than traditional sprayers.” Plus, after spraying, it only takes a few minutes for the surface to dry completely, thus requiring no extra work!
Signs, signs, everywhere a sign.
This could never be more true than it is right now. The signage in our facilities is crucial to ensuring our employees stay healthy and informed this year. L&P’s Printing Solutions team plays an integral role in communicating corporate guidance – designing, printing, and shipping the signs our teams see every day.
Mary Lytle, Digital Press & Bindery Specialist, carefully sorts and packages a signage order for shipment.
Many of the signs they have created recently were designed to educate and remind workers about the importance of social distancing, wearing masks, and proper hygiene. However, their team is capable of meeting a wide variety of other design and printing needs.
L&P’s internal print shop has the capacity to produce full-color business cards, forms, envelopes, instruction books, labels, and more. For unique printing challenges, such as banners and promotional items, they’ve developed relationships with other printing companies to provide cost-effective outsourcing.
Many of their requests are for L&P facilities. However, L&P Printing Solutions can also work with external clients, with shipping available to anywhere in North America.
“Think of us as your problem solver,” says Susan Chapman, Marketing + Creative Operations Manager. “No matter what printing need someone has, we’ll find a solution. Usually at a better cost, too.”
Signs like these can be seen on the walls throughout our facilities. Many serve as visual reminders to maintain safe and healthy work environments for everyone.
For more information about available services, please contact L&P’s Corporate Office at 417.358.8131 and request to speak with Printing Solutions.
Spending more time at home over the past few months has been an interesting journey for many of us. Straying from our daily routines and being distanced from friends and family can leave us feeling isolated, stir-crazy, and anxious. Here are our top five things you can do to bring a little more joy to your quarantine:
1. Take a free online class. There are countless resources available online to learn (or hone) a new skill or hobby like yoga, painting, dancing, or cooking. Taking a one-time course or series of courses can provide you with a tangible goal to accomplish, all within the comfort of your own living room (or kitchen, or studio, or garage…).
2. Cook your favorite meal. Perhaps you miss a certain dish from your favorite restaurant, or maybe you haven’t had your aunt’s famous chicken noodle soup in a few months. Now is the perfect time to gather the ingredients and settle in for a delicious meal – and maybe learn a thing or two while you’re at it!
3. Donate to a local food pantry. With so many people in need right now, there has never been a better time to give. This is also a great way to stay engaged and connected with your community.
4. Perform a random act of kindness. If you’ve ever been in line at a drive-through and had the person in front of you pay for your meal, you know how wonderful that can feel. Random acts of kindness often spur a chain reaction, which can make a whole lot of people feel joy – it can even change a person’s entire day. This can even be as simple as paying someone a compliment!
5. Take a break from social media. Studies have shown that social media can lead to depression, low self-esteem, anxiety, and more. The COVID-19 pandemic has already intensified these feelings, so disconnecting even for one day has the potential to help improve your mood and help you stay fully present in the moment.
