|
|
|
Expectations At Work Can Destroy You if Don’t Communicate Them!
by Carole Nicolaides © 2002 http://www.progressiveleadership.com Expectations have a powerful impact on our emotions, behaviors, and most importantly, in our performances. Have you noticed what happens when you expect no raise or promotion at work?...
Leadership and The Dirty Work
The airline, Jet Blue, has been featured in many magazines as a new company that has hard great results and success so far. A lot too has been mentioned about the challenges they face ahead and about the culture they created at the start and are...
Leadership by Persuasion – Four Steps to Success
As a leader, your success depends upon your ability to get things done: up, down and across all lines. To survive and succeed, you must learn four essential skills of persuading people. You must convince others to take action on your behalf even...
Leadership Development And Jumping Out of Airships
PERMISSION TO REPUBLISH: This article may be republished in newsletters and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Email notice of intent to...
Overcoming Resistance
Virtually any type of organizational change involves role transitions of some type. In light of role transitions, it is almost natural for employees to resist major changes in the workplace environment. Some contend that resistance to change...
|
|
| |
|
|
|
|
|
|
First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty. This may be the first step, but the next step is to shift the focus away from loyal customers to loyal employees.
By recognizing the significance that the “first contact” a customer has is with the employees. The foundation for a loyal relationship begins with the employee. In retail and many service businesses, employees experience a short training session usually 16 hours or less. The time is spent viewing required legal videotapes, completing paperwork and learning the basic company policies including from answering the telephone to using the cash register. Yet, very few businesses actively develop those employees who have first contact with the customer. This results in employees who lack the real skills that are needed to develop those long-term relationships and contributes to the high turnover rate experienced by many retailers.
Imagine developing employees who can answer the following questions consistently and then take the appropriate action:
What do my customers really want or need?
How can I meet their needs?
To create such positive self-aware employees begins with creating good feelings about the individual employees. Techniques such as creative visualization or positive affirmations can enhance the employees’ behavior. Creative visualization uses the imagination to visualize and achieve success.
Recent research conducted by the Helsinki School of
Business reveals that only 5% of all communication is received as it was intended. In simpler terms, five out our every 100 words are actually received by the customer as the employee intended. Given the brief dialogue between customers and employees, this research suggests that the source for many dissatisfied customers begins with this first contact. How many orientation sessions actually discuss effective communication skills?
Now imagine developing:
Employees who are proactive in their communications with customers
Employees who understand the four fundamental principles of successful interpersonal communication
Employees who go the extra mile for customers
Possibly by shifting paradigms, businesses can begin to cultivate loyal customers through loyal employees who are self-aware and actively demonstrating successful attitudes, skills and knowledge on a daily basis. Your business begins and may potentially end with that “First Contact.” The question now is “What are you going to ensure that each first contact turns into a second, a third…?
Leanne Hoagland-Smith is President of ADVANCED SYSTEMS, The Process Specialist, located outside of Chicago, IL. She partners with her clients to connect the 3P’s of Passion, Purpose and Performance to affect sustainable change in 4 key areas: financials, leadership, relationships and growth and innovation within a variety of industries ranging from education to manufacturing. Leanne can be reached at 219.759.5601 or leanne@processspecialist.com Copyright© Leanne Hoagland-Smith www.processspecialist.comPermission to publish this article, electronically or in print, as long as the bylines are included, with a live link, and the article is not changed in any way (grammatical corrections accepted).
|
|
|
|
|
| The Art and Science of Leadership |
| The very essence of leadership is that you have to have a vision. ... Leadership Development Outline - contains the leadership guide listed to the right, ... |
| www.skagit.com |
|
| LeadershipJournal.net | Church Leaders & Leadership Training |
| Leadership's award-winning and relevent editorial provides timely insights on critical issues facing today's pastors and church leaders. |
| www.christianitytoday.com |
|
| Leadership - Wikipedia, the free encyclopedia |
| Leadership can come from an individual, a collective group of leaders, ... Though advocates of the "big man" school of visionary leadership would have us ... |
| en.wikipedia.org |
|
| Leadership - Forbes.com. |
| Careers, Jobs, Management, Money, Compensation, Salary, Bonuses, Corporate Citizenship, Corporate Responsibility, Corporate Social Responsibility, ... |
| www.forbes.com |
|
| LeadershipNow - Leadership Development - Main Page |
| A source for free articles and shopping for leadership resources. |
| www.leadershipnow.com |
|
| Leadership University |
| Collection of articles in PDF format for distribution to classes, leadership teams, or outreach audiences. Sponsored by Campus Crusade. |
| www.leaderu.com |
|
| Center for Creative leadership: leadership at CCL.org, leadership ... |
| leadership at CCL.org. Specializing in leadership development, leadership training, executive coaching at CCL. |
| www.ccl.org |
|
| U.S. Senate: Senators Home > Senate Leadership |
| It shows the Senate's relationship to other branches of the Federal government and provides a quick view of Senate leadership, officers, and committee ... |
| www.senate.gov |
|
| Leadership |
| Quick Search This Journal:. Leadership. Sign up for SAGE Email Alerts today! Select an Issue from the Archive February 2005—November 2006 ... |
| lea.sagepub.com |
|
| Leadership |
| Describes programs, products, and services of the Covey Leadership Center, The goal of which is to help solve personal, professional, and organizational ... |
| www.ncrel.org |
|
| Academic Leadership |
| Articles and Essays for those in academic leadership roles - from unit coordinators to university presidents. |
| www.academicleadership.org |
|
| United States House of Representatives, 109th Congress, 2nd ... |
| Leadership Offices. Office of the Speaker · Office of the Majority Leader · Office of the Democratic Leader · House Majority Whip · Democratic Whip ... |
| www.house.gov |
|
| Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson |
| Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson by Rudolph W. Giuliani,Ken Kurson. |
| www.amazon.com |
|
| Leadership.com |
| Welcome to Leadership.com: Shaping the leaders of the Internet era ... Leadership.com offers several modules that empower leaders to build more effective ... |
| www.leadership.com |
|
| Leadership Network |
| Identifies and connects innovative senior pastors in the US and Canada through Leadership Communities and other events. |
| www.leadnet.org |
|
| Educational Leadership |
| Selected responses will be included in either the print or online versions of Educational Leadership. The deadline for this special section is December 8, ... |
| www.ascd.org |
|
| The Leadership Trust - Excellence in Leadership Development |
| The Leadership Trust has launched a new leadership development programme specifically ... The Leadership Trust recently welcomed The John Smith Fellowship ... |
| www.leadership.co.uk |
|
| Progressive Policy Institute: Defining the Third Way |
| Progressive Policy Institute, Democratic Leadership Council Home ... It is time for progressives to fill the leadership void on energy policy by offering a ... |
| www.ppionline.org |
|
| Business Leadership Skills - Leadership Development Training ... |
| Inc.com's Leadership Resource Center covering topics such as leadership development training, business leadership training, and business leadership skills. |
| www.inc.com |
|
| Leadership |
| These pages aim to expand the readers knowledge and understanding of the continuing debate in management studies about the role of leadership in the ... |
| www.ee.ed.ac.uk |
|
|