As a consumer, have you ever thought… “Did they really just tell me to call someone else”, or “Did they really just make me fill out that form when they have my information right in front of them-don’t they want my business?”.
As organizations grow and become more complex, communication and systems are key in regards to retaining the ability to consistently delight clients, and delighting clients is the only way to grow. In my experience, communication is routinely the problem/solution. Yes, systems are key for long-term sustainability, but the human communication element can fix or break any system. Here are some simple examples:
Bad Client Communication:
- “You will need to contact our X Department”
- “We need you to fill out this application”
Good Client Communication:
- “I am going to go ahead and connect you with support by submitting a ticket on your behalf, so stick with me here. Before I hit submit and give our support team a separate heads up, can you confirm for me that I have captured the issue correctly?”
- “I have all of your info right here, so let me fill that out in an effort to save you time. I will then have you verify/complete the form and we can get everything going asap”
This likely seems like common sense to those who innately focus on delighting clients. However, it is easy for growing organizations to make the mistake of assuming every team member (especially newer team members) understand the commitment to delighting customers; it is something that must be ingrained in our culture, which means it has to be very apparent in the behavior of every person and department in the organization.
It is all about leaving the client/prospective client with positive closure every step of the way. And in those times when the answer is not apparent, recognizing that those are the times to shine as a true partner rather than just a vendor; these are the times that we get to dig in and seize the opportunity to show others the extent of our commitment to serve. I routinely reflect on how strong of a characteristic it is to genuinely CARE; it beats just about any strategy.
My wife and I were visiting Asheville, NC this past weekend and walked by a local shop that had this quote in their window. I did check the source and while it is listed as unknown, some believe it came from Thomas Jefferson.
I normally post original thoughts only, but this really struck a chord and I wanted to share. As leaders we are constantly trying to develop other leaders and the ability to grasp this concept and be motivated by it is something we must see in them. Most “good” performers need to know something has been done before and then have to be motivated to achieve the same or better results; it requires good leadership to lead good performers and we need this foundation in our organizations. But how do we find and develop other leaders who will innovate and create tremendous growth for all stakeholders?
When striving for consistent exponential growth, we must find (or develop) team members that have the capability and desire to be entrepreneurial, which is what this quote is all about.
This quote is an original from one of my greatest mentors (Lawton Langford). He has impacted me in so many positive ways, and I am thankful that what he has focused on most has been leadership development.
Decision making is easy if the focus is on what is best for you, your department, your business, your family, etc., without considering and highly valuing the impact on other people, organizations, and/or things. The harder, yet more rewarding route is the leadership track which consists of being self-aware, thoughtful, long-term growth oriented, committed to fostering a great culture, and prioritizing the well being and growth of others. We all place a high value on trust, being included, and being cared for; The only way for these to be characteristics of an organization’s culture is for leaders to put their people first. If our actions are aligned with this concept, the actions of our team will be aligned with doing all that is required for continuous success.
No leader has success without the loyalty, drive, ingenuity, and tenacity of the other leaders on their team. The role of a “leader of leaders” is to mentor/motivate, challenge, and hold them accountable, but we must not forget to routinely let them know how much they are appreciated. Similarly, we should show appreciation to those who lead us as well. Just think of when someone you lead, or someone who leads you, takes the time to ask how things are going and/or proactively lets you know how much you are appreciated. How does that make you feel?
While it is so easy to do, we must fight against the tendency to assume other leaders are not in need of positive feedback. The one on one sharing of the appreciation we have for other leaders in our lives is something they are more than deserving of, and it is a necessity in creating/maintaining a great culture and ever-lasting relationships.
For any MCCi folks reading the post and for those who have led me……… Thank you! Saying it here is not good enough; I know I can do a better job of putting this in practice and will be holding myself accountable to act.
This morning my oldest daughter (Eloise) asked me to sign her binder to confirm that she had done her homework, and her reading assignment last night. She had done both so I signed it and she was all set. As I was getting ready to head into the office, my wife told me that the day before Eloise had forgotten to get her binder signed and as a result only received 1 “pom pom” which is indicative of how well they do on any given day. It was the first time Eloise had not received the highest mark (2 pom poms) and she was devastated. After learning this, it made total sense in regards to how eager she was to have someone sign off this morning (her mom has always done this and she was not awake yet).
My biggest takeaway as it relates to adults and the professional world is that all organizations need awesome 1st grade teacher types (Like Mrs. Dunn in Eloise’s case) as part of their management/leadership teams. The result of setting clear expectations, inspecting results, and holding people accountable is that all are given the chance to reach their own optimal success level. Everyone needs guidance and accountability. While it may not be a daily focus like it is in 1st grade, the best business leaders know the importance of this same concept and it can surely be exemplified by doing a review of what the best-in-class organizations are doing.
Failure to practice the same concepts as grownups is simply a failure to lead.
Leadership is about getting your team “wanting to” rather than “having to”. The same goes for when and how we react to negative news, inquiries, and concerns that those on our team voice to us; the easy route is to be impulsive in our response, however the leadership route is rarely the easy one.
An impulsive reaction can result in:
- Failing to envision the situation from other vantage points
- Futile and unnecessary negative emotion being thread through our response
- Embarrassment for the other party if done in front of others
- The other party no longer seeing us as leaders/mentors
Impulsive reactions to negative situations will not leave others on the team “wanting to” rather than “having to”, and when people feel that they have to do something the full potential of that person, the organization, and the leader will never be met.
As a closing thought, here is the definition of Spew: To expel large quantities of (something) rapidly and forcibly.