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 role of expectations and how they convert into behaviours that differentiate companies from their competitors. Click to watch 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
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.
There are many different aspects of your role as a customer service representative, regardless of whether it’s face-to-face or on the telephone. Understanding some of the key tips that improve customer service will enable your team to do their job better. Here are 6 valuable tips to improve customer service in your organization: 1. Make people feel welcome People should always feel welcome when they enter your store or office, regardless of the reason. If they call, they should also be greeted with a friendly voice. This helps people feel more comfortable and the likelihood of them using your services is far greater. 2. Listen first You can’t hope to provide great service unless you know what your customers want. Ask questions and listen to what they say. Give them your undivided attention and then help them to the best of your ability. Remember that all customers are different. This means… Read more »
Engaged people are the engine that drive desired results. Building strong relationships with your team is a key part of building successful relationship and there are countless ways you can engage your team. Your challenge is to find the processes, programs, and methods that are most effective for your organization. In this article, Bill shares insights from his interview with Don Walker, CEO, of Magna International as they discuss the unique approach Magna takes to build relationships with their people, improve engagement, and the role their Employee Charter plays in creating a high performance work environment. Finding ways to keep your team engaged is something that successful companies have in common and Don agrees that employee engagement is a key to success: “I think everybody believes it but if you look at the real successful companies it’s really where they’ve come up with some techniques that will engage everybody’s mind and make… Read more »
This is the sixth and final instalment in our 6-part organizational change leadership speaker series of articles that looks at stimulating change for passion & profits. Change is not an event, rather it’s a process. In my experience as a leadership change consultant, “It starts with leaders having a personal change realization, understanding that change is necessary, creating a leadership team to assist with developing the implementation plan and managing adoption.” This is how you can make change stick and drive employee engagement. Change always comes with its detractors, and if you don’t take a firm, no excuses approach to change, you will have difficulty holding your team accountable for making change stick. Making Change Stick Starts with an Effective Plan Leader’s initiate change behaviours and hold people accountable to deliverables, however, people always present excuses and reasons why change won’t work. You can overcome these issues, establish accountability and implement a… Read more »
In a previous article, we discussed how leadership impacts your organizations ability to grow. Now let’s discuss some of the characteristics that leaders need to impact the growth of their organization. There are certain core characteristics the majority of leaders possess. However, there are also an additional set of characteristics that define transformational leaders — leaders that have the ability to make an impact on organizational growth. It is an organizations ability to develop this next level of leadership capabilities through training programs, mentoring, and skill development programs that put organizations in the enviable position to grow year over year without experiencing dips in performance. Core leadership characteristics There are certain leadership characteristics that, while important, do not inspire organizational change and growth that help companies develop into innovative, consistent industry leaders. Examples of these core leadership characteristics include: Good judgment Communication skills Competence or knowledge Interpersonal skills Confidence We… Read more »