Good managers know that customer service is the lifeblood of any successful company. It’s costly to run a business that is dependent on “new” customers. It’s far more cost efficient to focus on converting customers into repeat/loyal customers through exceptional and consistent customer service.
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.
Many people are familiar with the expression, Start, Stop, Do Different from personal evaluation processes — those regularly scheduled reviews by our supervisor. Management will often use this outline to give us feedback about our performance. But I also think it should be used more regularly, both personally and with colleagues. No leader improves without feedback and personal introspection. So rather than waiting for a formal review by a supervisors, consider asking your colleagues these questions: What should I start doing? What activities or behaviours should I add into my daily activities to provide more leadership to my team? What should I stop doing? What behaviours are unproductive or are interfering with my ability to positively influence others? What should I do differently? What can I do differently to lead my team to achieve greater success? Lastly, don’t forget to ask what you should keep doing — what behaviours are… Read more »
This is the sixth in a series of articles that discuss the 3P Change Equation approach to change in any organization – the foundation of my Fired Up & Focused keynote and workshops. Realizing a need for change and having a plan to stimulate change are very different. Making any type of change to the status quo is never easy – it’s even more difficult without a clear change management plan to help guide your organization through the disruption, chaos and unfamiliar territory that is brought on by change. As I have stated previously in Building Your Change Management Plan, “A change management plan creates a structure and strategy for a leader’s vision of change to achieve their desired outcome. It also ensures that the transition is intentional and doesn’t leave out critical steps or elements in achieving lasting change.” Generally speaking, there are three main phases of leading change… Read more »
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 ongoing need to improve. No matter how good you are today, status quo is not good enough if you plan to continue to build competitive advantage. 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 fourth in a series of six articles that looks at leadership capacity and its impact on organizational growth. The full series is available as a white paper Building Leadership Capacity. Please let me know if you would like a copy. In a previous article, we discussed some ideas on how to assess leaders and their capacity to lead. Now let’s discuss some of the steps required to create a culture of leadership. Creating a culture of leadership is a key component in your companies’ ability to grow year over year. It is not something that can be implemented; rather a culture of leadership evolves organically by taking the necessary steps and investing the time and resources that are required to create leaders not only at the top level, but throughout your organization. 1. Define your organizational culture For a culture of leadership to exist, companies must first define… Read more »