This is the first in our leadership consulting series of articles that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed. Change is not easy, but it is necessary if leaders want to achieve their strategic goals and objectives. It is inevitably much easier to maintain the status quo, rather than make the tough decisions needed to sustain growth over time. People are inherently resistant to change, even positive changes that are beneficial to team members and the organization as a whole. One of the most difficult components of change, and an area that many people have difficulty understanding is that change is necessary. Understanding the need for change is the first key component to making transformative organizational change. 4 Questions to Ask When Assessing the Need for Change There are 4 core questions that… Read more »
Leadership That Stimulates Change
LEADERSHIP THAT STIMULATES CHANGE focuses on the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.
Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.
As a senior executive with over 30 years experience, he works with senior leaders to navigate change and influence and inspire higher performing, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.
Your sales and customer service team are the primary customer contact for every business. What does their attitude say about your company? If some of your team are not communicating the message you want, here are 10 questions to ask yourself to ensure they stay positive, focused on message and deliver an exceptional customer service experience.
This is the fourth article in our leadership consulting series of articles that looks at creating transformative change in your organization. The full series will be available for download as a white paper once it is completed. In our last article, we discussed How to alter your approach as a leader to create change. Now let’s discuss some of the critical moments of change that allow for transformation. Critical Moments in the Change Process That Have a Major Impact on Adoption In my experience working as a business consultant and a leadership expert, understanding when you can affect change is one of the keys to making change stick and creating real, impactful change. There are critical moments in the change process that have a major impact on adoption, and you can make the biggest difference by understanding how and when to communicate change to your team members. Change is directly related… Read more »
Bill talks about the importance of innovation in building differentiation into the customer experience when building loyal customer relationships. Exceptional customer relationships are not based on spending more money — but providing more value. This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Click to watch this video on YouTube Bill provides world class executive consulting, dynamic keynote presentations, transformative workshops and high stakes facilitation. Bill is a Professional member of the Canadian Association of Professional Speakers (CAPS) and the Global Speakers Federation (GSF). Click here to find out how Bill can get your team Fired Up & Focused and help you push beyond the norm and achieve desired outcomes. For more information about having Bill speak about this topic at your next event, visit Kickass Keynotes
Rules are an essential part of any business. Rules are necessary to ensure we make intentional decisions. While there’s nothing wrong with this in principle, there are always going to be situations where a certain degree of flexibility is essential because people are unique. The way they react to situations is also unique and if you’re trying to offer great customer service, you have to be flexible enough to respond to their needs. So, apart from rules that tell an employee what they can or can’t do, it’s also essential that employees have guidelines as well. These guidelines will provide the boundaries that allow your employees to make decisions for the benefit of the customer — and the organization — without having to seek a supervisor’s approval every time.