I recently read an article “Consistency Is Far Greater Than Rare Moments of Greatness” by Scott Ginsberg The Nametag Guy. In it he makes the point “Because ultimately, consistency is greater than rare moments of greatness. And people only give you credit for that which they see you do consistently.” It brought to mind that even before we become great — we must first become consistent. If you talk to any professional athlete, cook, public speaker, salesperson or customer service representative, they will all tell you that before they became great they first had to learn how to consistently deliver their product. Only then were they able push to the next level — become faster, stronger or better. In the book “The Myth of Excellence“, Crawford & Mathews state the key to successful organizations is first becoming consistent across the 5 key attributes (price, service, access, experience, and service) 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.
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. Bill talks about the problem when you set your sights on satisfied customers. 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 National Speakers Association (NSA), 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.
This is the fifth in a series of articles that discuss the 3P Change Equation (Purpose, Passion, Process) approach to change in any organization – the foundation of my Fired Up & Focused keynote and workshops. A clear process is a vital component of achieving success in business. A strong process can be the difference between achieving some business goals occasionally or all of your business goals all of the time. Stimulating sustainable change starts with having a clear purpose, tapping into your teams emotions to get them engaged and willing to change, and is completed with a strategy process to make change happen – this is the essence of the 3P Change Equation. Leaders need to ask themselves – How are you going to make your vision a reality? What is going to change? How is change going to happen? What does it look like? What new processes will be… Read more »
Focusing on the small fixes will not put out the fire. Instead, this approach only takes up your time and leads to your company losing sight of larger, more important issues. Successful companies understand that achieving success is about addressing larger culture issues within the organization. Getting your organizational culture right is what leads to building a high performance work environment. This starts with leadership. A high performance work environment starts with leadership The most important component of a high performance work environment is people. Engaged and motivated people, when supported by appropriate tools, resources, and leadership will help your company achieve the desired results. The reality is the drive and motivation you expect from your employees is not always there. Without the proper guidance, support, and a clear vision of what is expected of them, employees are not going to create the results you want. And, how can you… Read more »
A negative experience often means the customer goes elsewhere with their business — and often they tell their friends. So each lost customer means more than just their lost business, but it results in lost business from their friends as well. However, research also tells us that if we are able to recover from a poor experience — then customer loyalty actually increases. So if you can turn a negative experience into a positive one — that can lead to loyal customers and increased profits for the company. In this article, we will cover 5 methods for turning a negative into a positive customer service outcome and helping to keep customers in the process. Customer retention is vital. It’s far easier and cheaper to retain customers than to find new ones. 1.Remain Calm If an employee is confronted with an angry or upset customer, they should let the customer vent… Read more »