“Leadership is the art of getting someone else to do what you want done because he or she wants to do it.” Dwight D. Eisenhower – 34th President of the United States of America
The words in the above quote are very powerful and signify truth as Leaders in an organization that is service driven, we need to understand that customers shop, buy, visit, explore, and return for many different reasons. Just to name a few, here are some reasons – Prices, Convenience, Quality of Merchandise, Variety of Services Offered, Quality of Care and Reputation.
Do you know why your customers choose to do business with you over any other company?
Traveling is an activity that approximately 60-70% of the world’s population experience. When we travel away from our family and loved ones – we want more than anything to be able to keep in touch. A recent trip that I took I visited a popular telecommunication company to activate my Blackberry Service on their network. The representative was very cold, disconnected and ignorant of the products and services that the company provided. We advised we had a blackberry phone and her response was “I don’t like blackberry’s and I don’t know anything about them, its best you ask him” she was referring to her team member next to her that was assisting another customer. We did not ask her if she liked BlackBerrys, however, she chose to disclose that information. Further in the conversation, when we were getting frustrated, she further stated that it was her 3rd month on the job and she still did not know everything. Attitude is very important in Customer Service and we can train and develop our team members, however, if they do not have the right attitude – there is nothing that a leader can do to change it unless they want to change. Change is constant but as adults we are very habitual and it takes a bold, conscious and honest individual to recognize that they need improvement and as such may have to change.
As leaders our greatest role is to inspire and encourage. Your role is not to delegate and speak down to people, as this will only create negative outcomes. The desired result of a leader is as Dwight D. Eisenhower stated in his quote.
Who have you inspired or encouraged within the last 30 days?
Tips for Personal Development
- Recognize and admit that there is a gap between your current situation and your desired results
- Find out what you want to do in life
- Find out what’s holding you back and what stands in your way
- Now that you have an idea of what holds you back, find and buy a single book or audio book on improving that area of your life
- Next, read the book on self-development that you bought. If you can only start with 5 minutes each day then do it
- Take a new risk by a certain date in the near future. Living in the “comfort zone” is a surefire way to ensure your own misery. It’s an absolute trap.
- Finally, the last step in this life changing list is to review your results and repeat the tips continuously.
“You don’t have to be great to start, but you do have to start to be great.” Zig Ziglar