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.
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10 Tips for Impeccable Customer Service and Repeat Customers
Every business claims they focus on customer service and offer the best to their clients. However, how many really do? If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here are ten great tips that will help.
5 Tips To Create More Powerful Employee Engagement
An engaged workforce is a productive one. Here are 5 tips for creating more powerful employee engagement in your organization: 1.Clarify what’s expected of employees It’s essential that your team members know what’s expected of them. When they start, generally they’re given a job description but that's not enough. Clear expectations set the standards and means there’s no confusion and everyone is working towards the same goal. Putting things in writing is a valuable step to avoid confusion that can occur if only verbal instructions are given. 2.Offer internal career opportunities People don’t want to feel they are stuck in a dead end job. If you consider current team members for promotion before ever going outside the organization, people will be more willing to stay because they can see room for improvement and promotion if they...
VIDEO: Bill Talks About Expectations
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. https://www.youtube.com/watch?v=o24lPWwODmE 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...
Transformational Leadership Tips: 5 Steps to Customer Service Glory
We all know that providing exceptional customer service is the stated goal of every business leader, regardless of how large or small the company. It’s common knowledge that customers are more loyal to companies who treat them as more than just a number. Sadly, the personal touch customers want — and deserve — is often lost in the daily grind of doing business… especially in larger companies. Too often the leaders do not model the very behaviours they expect from their teams.
3 Reasons Why Customer Service Should Exceed Expectations
This is the fourth in a series of six articles that looks at different aspects of excellent customer service and how it leads to increased overall profitability. The full series will be available for download as a white paper once it is completed. In our last article, we discussed 4 Steps to GIVE Exceptional Customer Service. Now we want to go over some of the key reasons why it is so important that customer service should be exceptional -- to exceed expectations. If customers are receiving exceptional customer service, they would naturally have a tendency to return to the same store again to fulfill future needs. Although the customer may only spend a small amount in any given transaction, their loyalty is potentially worth thousands of dollars in profits to the company -- which helps secure future employment for the team. Therefore,...
How Transformational Leaders Make Organizational Change Stick
Change is an inevitable process that every organization must face and successfully manage if they want to remain competitive and grow. Since most people are naturally resistant to change of any kind, it is a leader’s ability to effectively frame change will make a significant difference in how it is viewed and embraced by your team and is often the difference between success and failure when it comes to adoption. Emotional triggers that will make change stick Many organizations implement change -- but the key is to introduce it in a way that will make it stick. Naturally, leaders will deal with internal resistance -- this is normal. If you want your team to accept change and make it stick, you need to frame it in a way that will tap into people’s emotions. This is why leaders have to make the concept of change real for people -- it...
VIDEO: Leadership Speaker Preview
Check out this video that provides a glimpse of Bill in action. Senior leaders hire Bill to help individuals and organizations navigate change and achieve next level performance -- to improve passion, productivity and performance with people -- and bottom line results! https://www.youtube.com/watch?v=StfYloOnd0I 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 achieve next level performance. For more information about having Bill speak about this topic at your next event, visit Kickass...
Transformative Leadership and Change Realization
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...
10 Tips to Keep your Team Positive and Engaged
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.
Moments of Truth: Critical Moments that Allow for Transformation
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...
