Check out my recent video that speaks to the importance of challenging our thinking to push beyond doing the same things and expecting a different outcome — and really asking ourselves “What’s Stopping us?” 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.
Often people use the terms leaders and managers interchangeably. But nothing could be further from the truth! Anyone can become a manager, merely by awarding the title. Anyone can be given the responsibility for the oversight of a team, or a company function. That makes them a manager — but that is simply a name. A leader, on the other hand, must be earned and recognized by one’s peers. A leader inspires, encourages, builds up their team—and everyone else around them—and makes them better, simply by association. There are numerous characteristics that differentiate leaders from managers. While some of the differences are subtle, others are distinct and easily recognized. And while there is no training manual or instruction book that accurately depicts the steps to becoming a leader, here are five characteristics that every good leader possesses. Leads by Example One of the factors that set a leader apart from… Read more »
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 in our 6 part leadership speaker series of articles that looks at stimulating change for passion & profits. Leadership is not static. Being a leader is a dynamic role that is constantly evolving and requires flexibility and willingness to change. If you are not willing to change and adapt yourself, you are not ready to lead. Your first step toward embracing and leading change is being open to altering your approach. In my experience as an organizational change consultant, leaders who embrace change have dynamic companies with a stronger and healthier culture and continue to grow, whereas organizations with leaders who shy away from change tend to be stagnant. Failure to recognize the need for change and failure to embrace it puts your organization in a vulnerable position. Altering Your Approach as a Leader is the First Step Toward Organizational Change Leading by example is essential… Read more »
No one likes to receive a complaint — but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan. A good response to a customer complaint also ensures you’ll receive that particular complaint only once. The company will know how to handle that issue in advance in the future Customer complaints are usually not personal. When employees understand that the customer’s anger is directed toward the company, not the employee, they are better able to deal with the emotions of the customer. If the employee doesn’t take a customer’s comments personally, it will help them remain calm. Remaining calm will, in turn, help calm the customer more rapidly. Focus on the customer rather than the complaint. Customer-focus… Read more »