customer service – Page 5 – Doug Dickerson on Leadership

Leadership Minute: Customer Service and the Leadership Connection

Posted January 21, 2014
by admin

Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work. – Martin Oliver

The mistake some managers in business make is found in not understanding the connection between good customer service and sound leadership skills. They see it as two separate entities when really it’s one. You can’t provide good customer service to the people you are most dependent upon for your success without understanding how it all depends on strong leadership skills. They are interdependent skills that have to be taught. If your employees don’t feel good about coming to work why should your customers feel good about doing business with you? Take care of your leadership needs and you will take care of your customer service needs. Happy customers make happy employees.

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Five Habits of Remarkably Kind Leaders

Posted January 11, 2014
by admin

You cannot do a kindness too soon, for you never know how soon it will be too late. – Emerson

British statesman and financier Cecil Rhodes, whose fortune was used to endow the world-famous Rhodes Scholarships, was a stickler for correct dress, but apparently not at the expense of someone else’s feelings.

A young man was invited to dine with Rhodes arrived by train and had to go directly to Rhodes’s home in his travel-stained clothes. Once there he was appalled to find the other guests already assembled, wearing full evening dress. After what seemed to be a long time Rhodes appeared, in a shabby old blue suit. Later the young man learned that his host had been dressed in evening clothes, but put on the old suit when he heard of his young guests’ dilemma.

Kindness is not a virtue that is typically high on the list when one thinks of leadership characteristics. Given the recent news of one well known politician it might be time to revisit the topic. Countless stories abound about bullying and dealing with difficult people at work. Unfortunately, these are issues that have been around for a long time and will only continue until more kind leaders step up.

When addressing the issue of kindness in leadership I am speaking more to the temperament of the person who happens to be a leader. Kindness is a disposition. It’s not something you put on and take off like your apparel. To be sure, in your place of business you are more attentive to the disposition that is needed to deal with your employees and customers. So what are some common characteristics of remarkably kind leaders? Here are five for your consideration.

They are considerate of the needs of others.

It sounds sound simple, right? Kind considerations are given when the leader realizes that he or she is not the center of the universe. Kind leaders make the needs and considerations of others a top priority and then execute their actions off of that premise. Yes, the habit is elementary but the payoff can be huge.

They find common ground.

Kind leaders have learned the secret of relational strength. They know that more positive things can be accomplished through kind words and actions than through negative ones. To that end, they will seek common ground whenever possible to fortify relationships. It’s much easier for people to come together through kindness than through adversity. Kind leaders find common ground and build from there.

They are remarkably confident.

This is perhaps where kind leaders are most underestimated. Kindness should never be misinterpreted for weakness. Kind leaders are confident enough to treat everyone with respect. They are kind enough to not allow others to be bullied or treated with disrespect, and care enough to confront when necessary. Kind and confident leaders are the ones you want in your corner and the type you should aspire to become.

They are relentless encouragers.

Kind leaders are encouragers. They know how to speak not just the words you want to hear but the words you need to hear. They know how to get in your head as well as your heart with the encouragement and inspiration you need. They will challenge you to be your best, reach your potential, and care enough to speak hard truths you need to hear. But at the end of the day, they always encourage.

They are game changers.

If bad bosses and bad employees can create negative or toxic work environments that makes it difficult for people to thrive in then I believe the opposite is true. Only kind people can be kind leaders. I believe it’s time for kind leaders to step up, be heard, be seen, be promoted, and be the game changers we need. Call it wishful thinking, call me naive, but I think it’s time we understand that the days of bullying and meanness has not and will not work. It’s time to shine the spotlight on the good and let kindness rule the day.

What do you say?

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Leadership Minute: Look for the Good

Posted September 19, 2013
by admin

Weeds are flowers too, once you get to know them. – A. A. Milne

One of the challenges of leadership is finding the good in others when at times it may be hard. Let’s face it; there are just some people for whatever the reason who do not resonate with us. Perhaps it’s their bad attitude or some other characteristic that makes them difficult to like. But if you will train yourself you can learn to find the value in each person and the contributions they can make. At times it may be difficult to spot but look for the good in others and what role you can have in making a positive impact in their life. Some flowers are cleverly disguised as weeds.

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If you enjoy reading the “Leadership Minute” you will especially enjoy reading Doug’s books, Leaders Without Borders & Great Leaders Wanted! Visit Doug’s website to order your copies today.

Website: www.dougsmanagementmoment.blogspot.com

Follow at: www.twitter.com/managemntmoment

Doug is available to speak for your business, civic, or church group. Email Doug at [email protected] for more information.

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5 Rules of the Blame Game

Posted September 14, 2013
by admin

A good leader takes a little more than his share of the blame, a little less than his share of the credit. – Arnold H. Glasow

John Killinger tells a story about the manager of a minor leader baseball team who was so disgusted with his center fielder’s performance that he ordered him to the dugout and assumed the position himself.

The first ball that came into center field took a bad hop and hit the manager in the mouth. The next one was a high fly ball, which he lost in the glare of the sun and it bounced off his forehead. The third was a hard line drive that he charged with outstretched arms; unfortunately, it flew between his hands and smacked his eye. Furious, he ran back to the dugout, grabbed the center fielder by the uniform, and shouted, “You idiot! You’ve got center field so messed up that even I can’t do a thing with it!”

The coach in the story reminds us of the type of culture we live in. The blame game is easy to play and in the end really serves no meaningful purpose. But as a leader if you want to grow, move your organization forward, and create a culture of excellence it’s going to require a different mindset in order to pull it off. Here are my five rules of the blame game that can help you navigate your way forward.

Begin with yourself.

In a “blame others first” culture this is where you are set apart as a leader. The tendency is to find someone to be the “fall guy” when things go south, but the leader steps up and takes responsibility. When you shoulder the responsibility as the leader you demonstrate that you are with and for your team not just in the good times but also when the chips are down. A good leader takes personal responsibility for his organization.

Look for solutions.

Once responsibility has been taken it’s then time to move beyond “who to blame” and work on solutions. This can be as simple as diagnosing a poor communication problem or perhaps something more complex. The point being; don’t dwell too long on who messed up but rather channel your energies on what to do next.

Attack bad attitudes.

In order to coalesce team members around a new culture of excellence and move past a blame game mentality you must address bad attitudes. “Your attitude, not your aptitude, will determine your altitude,” stated Zig Ziglar. Bad attitudes will ground your organization and will be the single greatest challenge to your leadership. The work of your team will be a reflection of their attitudes. Attack bad attitudes, keep yours positive, and change your culture.

Manage mistakes wisely.

The way you mange mistakes can pay great dividends but it all depends on how you handle it. Rather than demoralizing the offender with a wrong response why not use it the opportunity to do something constructive? As a leader, how you handle the mistakes of others speaks volumes about what’s most important to you. Those who blame belittle. Be a leader who encourages and turns the mistakes into something positive.

Examine motives.

Understanding the blame game begins with identifying the motives for blaming others. Possibilities might include professional jealousy, subtle expressions of bullying, deflection off of one’s own insecurities, etc. By examining the motives of those caught in playing the blame game card you can learn a lot about the inner workings of your organizational dynamics and patterns. As a leader you need to have a handle on what is taking place in order to correct it.

Playing the blame game is too easy. Leading up is hard. Your leadership will rise when you rise up and do the right thing. If you want a better way forward then stop with the blame game.

What do you say?

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If you enjoy reading Doug’s leadership insights you will especially enjoy reading his books, Leaders Without Borders & Great Leaders Wanted! Visit Doug’s website to order your copies today.

Website: www.dougsmanagementmoment.blogspot.com

Follow at: www.twitter.com/managemntmoment

Doug is available to speak for your business, civic, or church group for leadership development or keynotes. Email Doug at [email protected] for more information.

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Leadership Minute: It’s All About People

Posted September 10, 2013
by admin

Too often we focus on the tactics and the techniques to build a business rather than the people who are the business. – Howard Behar

This is perhaps one of the easiest and most necessary pieces of advice leaders overlook in growing a business or in their personal development. It’s always about the people. The day you forget that it’s about people and believe it’s something else is the day you are in decline. Keep your focus where it belongs and watch your business and leadership grow. Don’t allow secondary but necessary things to replace your top priority which is mandatory. Keep people first and everything else will take care of itself.

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If you enjoy reading the “Leadership Minute” you will especially enjoy reading Doug’s books, Leaders Without Borders & Great Leaders Wanted. Visit Doug’s website to order your copies today.

Website: www.dougsmanagementmoment.blogspot.com

Follow at: www.twitter.com/managemntmoment

Doug is available to speak for your business, civic, or church group for leadership development or keynotes. Reach Doug at [email protected] for more information.

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Leaders Without Borders

Posted September 6, 2013
by admin

Dear Friends,

Why “Leaders Without Borders?”

If you are like me, you’ve read hundreds of books on the topic of leadership. And like you, I’ve grown and benefited from them and continue to grow my library of leadership books.

When I first set out to write “Leaders Without Borders” I concerned myself with two essential questions as I began.

First, what do I say to the novice leader starting out? How would I communicate leadership principles garnered over nearly 30 years of leadership experience that could be clear and concise?

Second, how would this book speak to seasoned leaders? What would make it any different from what has already been said in so many different ways?

The finished product resulted in identifying nine essentials that I believe are pertinent to any leader in any stage of leadership development. These timeless leadership principles are crafted around stories that will inspire and challenge you and perhaps help you to see a timeless principle shared in a new light. They are as follows:

Passion
Priorities
Optimism
Teamwork
Attitude
Authenticity
Loyalty
Kindness
Legacy

I believe that these essentials are what make leadership work. It’s as you put these essentials into practice that your leadership can grow, expand, and make a difference not only in your life but in the lives of those you lead.

Since the release of “Leaders Without Borders” I’ve been blessed to partner with businesses, schools, and churches to promote these leadership essentials and to grow and develop future leaders and veteran leaders alike.

Writing in the foreword to “Leaders Without Borders” my friend and noted leadership authority Mark Sanborn, author of The Fred Factor writes, “I rarely like easy answers because they are usually unrealistic. I do, however, like books that challenge a leader’s thinking and provide him or her with new insights that prompt action. This book by Doug Dickerson is that kind of book.”

I would like to invite you to discover for yourself what makes “Leaders Without Borders: 9 Essentials for Everyday Leaders” a book worth your time to read and perhaps one you would consider sharing with a colleague, friend, boss, pastor, or your child’s teacher. Your purchase also helps support the Management Moment Leadership Foundation (http://bit.ly/WJ755v) whose featured cause is St. Jude Children’s Research Hospital. Priced at just $10 per copy would you consider buying an extra one to share?

Thank you so much for your readership, for making your purchase, and for your commitment to grow as a leader. Simply click on this link to my website and click the “Buy Here” button at www.dougsmanagementmoment.blogspot.com

Going forward my commitment to producing sound, practical and applicable leadership content remains my goal. Thank you for your support!

Leading with you!

Doug

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Read For a Cause!

Posted June 30, 2013
by admin

What if I told you that you can enjoy one of the great pleasures of reading and at the same time help one of the nation’s top children’s research hospitals? The good news is you can!

In 2012 I started the Management Moment Leadership Foundation (http://bit.ly/WJ755v) whose featured cause is St. Jude Children’s Research Hospital in Memphis, Tennessee.

With your purchase of either one of my books, Leaders Without Borders & Great Leaders Wanted! a portion of the sales goes to the Management Moment Leadership Foundation to support this great work!

I would like to ask you on this Sunday to consider stopping by my website and ordering not just for yourself, but perhaps also for a co-worker, colleague, or friend a copy of the books. In doing so you will accomplish two things: you will be encouraged in your leadership journey by reading the books (as will your friends) and you will also help fund the great work of St. Jude Children’s Research Hospital!

Thank you for allowing me to share the work of the Management Moment Leadership Foundation. Thank you for opening your hearts today to this great cause!

Visit my website to place your orders. They will be shipped out to you promptly. Thank you!

Order today at: www.dougsmanagementmoment.blogspot.com

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The Human Touch Makes the Difference

Posted June 15, 2013
by admin

Always render more and better service than is expected of you, no matter what your task may be.” – Og Mandino

In the book, “It’s Not About the Coffee”, Howard Behar, the former president of Starbucks International, relates an observation during a store visit. A customer approached a barista and explained that he didn’t like the drink he had just purchased. The customer wanted a new drink.

To make the customer feel satisfied, the barista opened the till and handed the customer a cash refund and then commenced to make the customer a new drink. Was that the best response? From a purely economic point of view, obviously not.

Behar says the way they teach people to handle a situation like that is to apologize and offer to remake the drink. There’s a good chance the customer would have been satisfied and everyone would have benefited. He didn’t have to give the money back. But this response was better than a lot of others. It was an honest, care-filled exchange, and the barista demonstrated that he understood and appreciated the most important element of his role: human service. In the business of life, what can be wrong with that?

Behar concluded the story with the simple reminder that as long as you know why you’re here, as long as all of you together know why the organization exists; you’ll get to where you need to go.

If you have a desire to be a player in the competitive marketplace that exists today then you must acknowledge the need for and re-engage your team in this leadership skill known as the human touch. With it you can excel and without it you will be at a distinct disadvantage. Here are three characteristics of leaders who have the human touch.

They know what business they are in. No business will succeed or prosper without people. Without people you will fail. As Behar likes to say, ““At Starbucks, I’ve always said, we’re not in the coffee business serving people, we’re in the people business serving coffee.” The philosophy is profoundly simple yet so hard to embrace. Until you have a day of reckoning whereby you understand this leadership principle you will always struggle.

Leaders who understand the human touch know that people are the driving force of your business. How you treat people, serve them, and respect them makes all the difference in the world to your success. Take care of people and they will take care of you.

They are problem solvers. At the closest point of contact between your team members and your customers should come the highest degree of problem solving skills. When team members are allowed to act and solve problems without having to jump through multiple hoops to get there it is a positive reflection of your leadership. This can only happen in a corporate culture where the skills of the human touch are given priority and when your people are empowered.

The lifeblood of your business is people. The problems people bring you are simply opportunities to showcase your skills and to prove them right by choosing to come to you with their needs. Leaders with the human touch welcome new challenges and are always looking for ways to make things better. In business it’s a simple rule – people love problem solvers.

They are creative thinkers. Excelling at the human touch requires non-conventional thinking. It necessitates making an effort to see things with a creative eye and fresh perspective. Creative thinkers are not bound by the dictates of the rule book but prefer the flexibility of crating new opportunities for success that at times may be unwritten.

The barista in Behar’s experience is but one example of creativity at work in which the human touch was more important than the rule book. It’s when you empower your team with the skills of the human touch that you begin to transcend from success to significance.

Leaders with the human touch do this by knowing what business they are in, excelling at problem solving, and are creative thinkers. Human service is not always easy, but in order to get ahead you must command that leadership skill. The human touch makes the difference.

What do you say?

If you enjoy reading Doug’s columns you will especially enjoy reading his books, Leaders Without Borders & Great Leaders Wanted! Visit Doug’s website to order your copies today!

Website at: www.dougsmanagementmoment.blogspot.com

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Are You In Over Your Head?

Posted June 8, 2013
by admin

If you’re going through hell, keep going. – Winston Churchill

A story is told of a group of friends who went deer hunting and paired off in twos for the day. That night one of the hunters returned alone, staggering under the weight of an eight-point buck.

“Where’s Harry?” he was asked. “Harry had a stroke of some kind. He’s a couple miles back up the trail,” In disbelief the others replied, “You left Harry laying there and carried back the deer?” “Well,” said the hunter, “I figured no one was going to steal Harry.”

That humorous story sets up a not so funny real life scenario involving the state of mind of many of corporate leaders in today’s workplace. Writing in Forbes (http://onforb.es/122XxYT), Susan Adams opined about a recent Booz &Co. survey that revealed that “many corporate leaders are not able to keep their priorities straight. They are also pursuing strategies they don’t believe in, and many of their strategies fail to build on the things their companies are especially good at, compared with competitors. It’s like everything that can go wrong already has gone wrong for them.”

More than 3,500 managers from around the world took part on the Booz survey. Here is a sampling of the results:

A majority, 64%, said their biggest frustration was having too many conflicting priorities.
54% said they don’t believe that both employees and customers understand their strategy.
Only 33% said they thought the company’s “core capabilities” support their company’s strategy.
Just 21% said all their businesses “leverage their core capabilities.’
Only 20% said they think their company has a “right to win” in all markets where it competes.

From these findings we get an idea as to why so many corporate leaders feel the way they do and the need for strong leadership to correct it. The issues are complex and the solutions are varied. If you feel like you are in over your head then here are three solutions worth considering.

Organizational values should be shared not sacrificed. At the heart of your business is a set of values that define who you are, the product you deliver, the customers you serve, and how your will conduct your affairs. It’s the creed of your business that transcends ‘what’ you do and answers the question of ‘why’.

Until everyone is on the same page as it relates to your values you will never carry out your priorities. If managers and leaders are feeling the tension of competing priorities then it’s time revisit your values in order to get to the root of the problem. Values are the glue that binds you together and without them you will always have tension.

Organizational priorities should complement not be in conflict. Not even the best corporate leaders will be able to execute their plans successfully if the company’s priorities are not in harmony with its values and embraced by everyone. When competing agenda’s and ego’s interfere with what’s best of the company then there will be problems.

Everyone has priorities as it relates to individual performance. That being said, those priorities should not run contrary to the overall values and priorities of the organization. They should complement it. If you don’t fully embrace your core values then you will never fully execute your priorities. Why? Priorities flow out of values.

Organizational communication should give clarity not lend to confusion. The lifeblood of your organization is clear communication –on all levels. Many of the concerns expressed by the survey respondents can be traced back, and in part attributed to, poor communication. If the lines of communication are not open and clear it makes keeping priorities straight much more difficult.

Tony Robbins said, “To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.” This is a great point to consider going forward. Wise leaders will make every effort possible to communicate core values clearly so that they are known and embraced internally, and as a result known and appreciated by your customers.

The challenges of corporate leadership are as complex as they’ve ever been. But in the search for solutions we must not be our own worst enemy by engaging in approaches that are self-defeating. Values should be clear. Priorities should be mutual. Communication must be clear.

What do you say?

© 2013 Doug Dickerson
If you enjoy reading Doug’s columns you will especially enjoy his books, Leaders Without Borders & Great Leaders Wanted! Order today in time for Father’s Day!

Visit: www.dougsmanagementmoment.blogspot.com

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It’s Time to Face the Music: Making the Leadership Connection with Your Customers

Posted April 27, 2013
by admin

The bigger we get the smaller we have to think. Customers still walk in one at a time. – Sam Walton

A story is told of how many years ago a man conned his way into the orchestra of the emperor of China although he could not play a note. Whenever the group performed, he would hold his flute against his lips, pretending to play but not making a sound. He received a modest salary and enjoyed a comfortable living.

Then one day the emperor requested a solo from each musician. The flutist got nervous. There wasn’t enough time to learn the instrument. He pretended to be sick, but the royal physician wasn’t fooled. On the day of his performance, the imposter took poison and killed himself. The explanation of his suicide led to the phrase that found its way in to the English language: “He refused to face the music.”

Facing the music with your customer is a matter of good leadership. Knowing where you stand with your consumer is paramount to your success. The findings by the 2013 Edelman Barometer of Trust (http://bit.ly/VKfWVd) indicate that there is a great deal of work to be done. Everyone wants to be a leader and we understand the need for it, but there’s a problem: many consumers don’t trust leaders. According the to report less than a fifth of the general public believes that a business leader can be trusted to tell the truth or make an ethical decision.

Making the leadership connection with your customer is a leadership issue of the highest order. Facing the music is how you begin. Are you taking an honest look and properly assessing your relationship toward your customer in a way that will build trust and credibility? Here are three ways to begin the process.

Be open to the facts. Facing the music may not be a pleasant experience as you assess your current footing but if you are going to build trust with your customers you must be willing to do it. If you are not listening to them then they will go where their voice is heard and valued.

Internally you must analyze your customer relationship in many ways. A great example of how this is being done is found with Amazon’s Jeff Bezos and their ‘culture of metrics’ (http://bit.ly/RrWmd4) approach that keeps all eyes focused on the customer. Amazon tracks its performance against nearly 500 measurable goals, and nearly 80% of those have to do with customer objectives. The first step to making the leadership connection with your customers is to be open to the receiving the facts as they currently exist.

Be willing to change. When you face the music as it relates to your customers and you have an honest assessment of your positioning with them you must then be willing to act. Change works to your advantage only because of what you do with your knowledge. For example, if you have a disgruntled customer then you have a choice. Listen to them, help them, and keep them, or lose them.

Writing for Inc., (http://bit.ly/12C9apz) Maria Tabaka says, “Be thankful that your customer is willing to tell you what most won’t. It’s a gift that may offer you insight into problems that other customers aren’t willing to share… It’s a proven fact that when conflict is resolved well, a customer can become an even more devoted fan than they would have if there was never a problem in the first place.” When you empower yourself with the facts and demonstrate a willingness to change in order to meet your customers’ needs then you are on the path to greater success. Embracing this leadership challenge is essential to building the kind of relationships that will sustain you today and into the future.

Be vigilant going forward. The corrections you make today will help you today but the longevity of your success is a matter of vigilance. The needs, desires, and wants of your customers is constantly changing and evolving. Are you prepared to meet the challenges they bring?

A working formula for your vigilance looks like this:

RB (Relational Building) + CK (Customer Knowledge) = MB (Mutual Benefit).

Simply put, making the leadership connection with your customers begins by building relationships and knowing their wants and needs. When these two things become your priority you will not have to worry about your success. It will take care of itself. And it shows good leadership.

Are you prepared to face the music?

If you enjoy reading Doug’s leadership insights you will especially enjoy reading his leadership books, Leaders Without Borders & Great Leaders Wanted! Visit his website and order your copies today!

Visit Doug’s website at www.dougsmanagementmoment.blogspot.com

Follow at: www.twitter.com/managemntmoment

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