Author DavidFerrers

Author DavidFerrers

Why Great Leaders Believe That The Customer is King

A very large collections call centre in Lakela...

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You can witness massive displays of a lack of leadership every time you try to obtain answers from the so-called Customer Service Departments at organisations like broadband suppliers, utility companies and retail banks. For these types of organisations customers always appear to be nothing more than an annoying irrelevance.

This total lack of concern and respect for existing customers causes them to have to spend massive amounts of money in efforts to win new customers to replace those they have so carelessly and needlessly lost.

Great leaders understand that people love to be loved. We all want good customer service – even those who give appalling service themselves. Even those who work in call centres want good customer service. Yet the leadership in many Customer Service departments is so poor that their departments fail to deliver.

The problems would appear to be fourfold:

1. Organisations have a history (an ingrained habit) of poor customer service.

2. They are too stupid to recognise that it costs more to recruit a new customer than to hang on to an existing customer and so they fail to allocate sufficient resources to providing excellent customer service.

3. The leadership does not adequately value those with the difficult job of interfacing with customers.

4. The leadership does not devote sufficient thought and resources to understanding and valuing the wants, needs and desires of their customers.

With great leaders the customer is king! They solve the four problems outlined above and make sure their customers are treated with respect.

How Outstanding Leaders Inspire People No.2

A crowd in Colorado Springs, Colorado, enthusi...

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There are many ways that people can be inspired. Great deeds, oratory, art, beauty, architecture, music, literature, scenery, movies and events can all inspire people. The question is: “How do you use such inspirations to inspire your team at work?”

Outstanding leaders are always looking for opportunities to discuss inspiring events, to draw people in to the feelings that are generated by a great event. They discuss the event with huge enthusiasm because they know that the enthusiasm they demonstrate will be contagious, it will give their audience the confidence to discuss and will lift their spirits.

When you can link an event to a project on which your team are currently working you can really inspire people. For instance, if you are working on a presentation, you might gather your team together to watch a video of Steve Jobs making a presentation. After the video you might discuss his presentation, with great enthusiasm, and then set your team the challenge to do even better.

Challenges can inspire people provided that there is an end goal. For instance athletes are inspired by the vision of winning Olympic gold medals, tennis players are inspired by visions of winning Major Championships, sales people can be inspired by visions of winning large accounts. Steve Jobs inspired Apple employees by challenging them to produce “technology products that people love.”

To inspire your team create a vision. Make your vision a picture that people can see becoming a reality. Enthuse about your vision. Encourage people as they start to put the pieces of the vision in place. Celebrate when your vision becomes a reality.