Search
Related Links

 

 

Informative Articles

10 Reasons why Time and Attendance systems are NOT just substitutes for clock cards.
Time and Attendance Systems don't get the attention they deserve. They are simply seen as a modern substitute for clock cards: a good way of making sure your workforce is where it should be. But there's more to it than that. Used intelligently, the...
8 Reasons the Holidays are a Great Time to Build Your Business
Too many of the clients I talk to write off December as a marketing black hole. After all, people aren't really focused on doing anything but holiday shopping and attending parties, right? Why not preserve your energy for a time when people...
Common Sources of Financing for Small Business
The choice of financing is an important determinant of whether a product reaches the market, or whether an existing business can survive. The choice of financing is an important part of being an entrepreneur and business owner, and the ability...
Getting Together: The Importance of Business Relationships
To succeed in today's collaborative, client-driven, networked economy, companies must take advantage of the strength of their business relationships to succeed. The business world of the past, in which each company could be managed in isolation, has...
Strategic Planning And Consulting
Strategic planning and consulting is the strategy roadmap to manage business very effectively. To improve the performance in each business level, business strategic planning & consulting is essential. We should draw a clear strategic planning...
 
Leadership and customer service - is there a link?

It's your first day in a new job.

This is the job that you really wanted. The one that you saw advertised and immediately knew was for you. The one that you spent hours crafting an application letter for. The one that required you to beat all the other applicants at interview. The one where you anxiously awaited the postman to see if you'd been successful.

New suit. Clean shirt and your favourite tie. Shoes freshly polished. Hair cut just the way your Mum would like it.

You're keen. You arrive early. You greet each new person with a warm smile. Trying hard to build rapport without seeming to be over confident. You go out of your way for customers. There's a spring in your step and a friendly ring to your voice.

Now look around. No matter what job you're in and no matter how long you've been there. Does everyone around you have the energy and enthusiasm of new starters? Or has their energy and enthusiasm dwindled? Are they still there because they love what they do or are they simply there because they haven't been able to escape yet?

Is there a link between leadership, customer service and business success? Absolutely! Research by the Strategic Planning Institute found that businesses which gave good service grew twice as fast as those with poor service. And, in all my years of researching customer service, I've yet to find a business with weak leadership giving great service.

So what are the qualities that I've observed?

Leaders need to have a vision of what they want to achieve. How will anyone ever sign up to a cause if there is no cause to sign up to?

The vision needs to be communicated. Let everyone share in it. Let them see what is in it for them by becoming a follower.

Great leaders have passion. The strength and the energy to work against the odds to achieve their vision.

Great leaders delegate and empower. That doesn't mean that they simply dump on their people. But they create structure, they allocate responsibility, they help to create systems, they provide support and training and resources. And they empower their people to make decisions. This is part of what makes people feel significant.

There's respect. Great leaders sometimes have to take tough decisions but there's always respect for their people. They treat their employees as customers - internal customers.

More communication. How are we doing? What are we doing? What new is happening? Successful business leaders are masters at keeping their people informed. Notice boards are up to date and informative. Key performance indicators are understood and displayed. Targets are set and success is celebrated. This is how leaders create a sense of community.

People are motivated to do what's important. If you believe that customer service is


important to your business what are you doing to motivate your people to deliver great service? Bonuses based purely on profits are not the answer.

Great leaders stick to principles. In my previous article I told the story of Pret A Manger and what great service they give their customers. I once wrote to their Chief Executive, Julian Metcalfe, and asked if I could spend time in his business researching what they do and how they do it. I promised that I was only looking to report a positive view and that Julian would have the final say on anything that I wanted to publish.

The next day, Julian called me up to thank me for my interest but explained that he would decline my offer. He went on to explain that he is incredibly proud of his people and what they achieve but he could not collaborate on any project that might be seen to praise his business. Julian told me of an old Chinese proverb - "The higher that the monkey climbs the tree the more that you can see of it's backside". I understood what he meant and admired his principle.

Great leaders walk the walk and talk the talk.

There's a famous story about a group of visitors to Disney. They were walking in the Magic Kingdom when they saw a grey haired man walk out of his way to pick up a piece of litter. One of the group approached the man and asked, "How many custodians are there here?" The man replied, "45,000". The guest was surprised at so many.

The next day the group attended a Traditions meeting and the same grey haired man was there. His name was Michael Eisner, Chairman and CEO of Disney.

And great leaders keep the energy going.

I have been fortunate enough to spend some time at Richer Sounds. Richer Sounds is a hi-fi store that has been in the Guinness Book of Records six years running for the highest retail sales per square foot of any retail business anywhere in the world.

Throughout my day at Richer Sounds, members of the Team were regularly checking their performance against target. They kept reminding each other about hitting target and getting together for a drink at the end of the week. There was a buzz and the Team was loving it.

How would I sum up leadership in one sentence? It's simply creating a Team of people with the skills and experience of older employees but the energy and enthusiasm of new employees. If you're the boss, does this describe the people who work in your business?



About the author:

Derek Williams is creator of The WOW! Awards™ an International Professional Speaker and Chief Executive for the Society of Consumer Affairs Professionals in Europe.

For more information about Derek Williams visit www.MrWow.co.uk. For The WOW! Awards (including access to a FREE customer service newsletter) visit www.TheWowAwards.com

 

Strategic Planning (in nonprofit or for-profit organizations)
Adapted from the Field Guide to Nonprofit Strategic Planning and Facilitation. ... First, a Point About For-Profit and Nonprofit Strategic Planning ...
www.managementhelp.org
 
Basic Description of Strategic Planning (including key terms to know)
Adapted from the Field Guide to Nonprofit Strategic Planning and Facilitation. ... Strategic planning often includes use of several key terms. ...
www.managementhelp.org
 
Strategic Planning, Strategic Plan, Business Strategy, Strategic ...
Strategic planning advice with free strategic planner & sample strategic plan covering mission statement, SWOT analysis with business plan software for cash ...
www.planware.org
 
Strategic Planning
FAQs regarding strategic planning - geared primarily toward non-profit organizations but with enough detail and general information to provide useful ...
www.allianceonline.org
 
Frequently Asked Questions
Strategic Planning · Fundraising · Financial Management · Risk Management · Credit Card Acceptance. The FAQs (Frequently Asked Questions) listed on this ...
www.allianceonline.org
 
Strategic planning - Wikipedia, the free encyclopedia
Strategic planning involves defining objectives and developing ... Strategic planning uses "the big picture" to pursue large scale, long term objectives. ...
en.wikipedia.org
 
08/26/96 STRATEGIC PLANNING
You guessed it: strategic planning. Suddenly, the idea of rising above the ... But if strategic planning is back with a vengeance, it's also back with a ...
www.businessweek.com
 
Dr. Strategy - Dr. Pete Johnson, Keynote Speaker, Marketing ...
StrategicPlanning.com “Turning Change Into A Competitive Advantage”. Dr. Pete's Preview Video Click Here. Take-Away Value Sample Program Handouts ...
strategicplanning.com
 
Strategic Planning Society: Strategy Development and Implementation
Strategic Planning Society: Strategy Development and Implementation.
www.sps.org.uk
 
Guide 7
Strategic Planning in Smaller Nonprofit Organizations ... In short, as a result of a strategic planning process, an organization will have a clearer idea of ...
www.wmich.edu
 
STRATEGIC PLANNING MANUAL
File Format: PDF/Adobe Acrobat - View as HTML
Your browser may not have a PDF reader available. Google recommends visiting our text version of this document.
 
BPubs.com: Strategic Planning & Business Planning Articles
Business Publications related to Corporate Strategic Planning.
www.bpubs.com
 
Strategic Planning Tools
Strategic Planning is a method for positioning an organization to take ... A strategic planning process incorporates an in-depth planning model that takes ...
www.nsba.org
 
Center for Simplified Strategic Planning, Inc.
The Center for Simplified Strategic Planning offers training, seminars, consulting, speakers, workshops, a book and a newsletter on strategic management for ...
www.cssp.com
 
LEADERSHIP: Strategic Planning and Strategic Management
Introduction: Is strategic planning really worth it? ... The purpose of strategic planning is to encourage thinking about your organization's "big ...
vskn.ca
 
The CEO Refresher Archives - Strategic Planning
When done right, the integrated strategic planning process can take a ... Strategic Planning and Project Management: The Key to Successful Implementation ...
www.refresher.com
 
HEFCE : Publications : 2000 : 00/24 - Strategic planning in higher ...
This guide reviews good practice in strategic planning in higher education (HE). It originated in a consultation exercise which we held in 1998 to review ...
www.hefce.ac.uk
 
The Association for Strategic Planning
The Association for Strategic Planning (ASP), is a non-profit professional society whose mission is to enable people and organizations to succeed through ...
www.strategyplus.org
 
Amazon.com: Strategic Planning for Nonprofit Organizations: A ...
Amazon.com: Strategic Planning for Nonprofit Organizations: A Practical Guide and Workbook: Books: Michael Allison,Jude Kaye by Michael Allison,Jude Kaye.
www.amazon.com
 
Amazon.com: Simplified Strategic Planning: A No-Nonsense Guide for ...
Amazon.com: Simplified Strategic Planning: A No-Nonsense Guide for Busy People Who Want Results Fast!: Books: Robert W. Bradford,Robert W. Bradford,J. Peter ...
www.amazon.com
 
 

 
Content Menu

  • 10 lessons for every shoestring entrepreneur

  • 10 reasons why time and attendance systems are not just substitutes for clock cards

  • 10 tips for managing your time

  • 10 ways to help you plan your home office for productivity and comfort

  • 2005 economic update industry specific 2005 total compensation budget predictions

  • 5 steps to powerful negotiating feature article

  • 5 warning signals your business might have a cash flow problem

  • 6 steps to laying out your competitive strategy

  • 7 essential elements of leading change

  • 8 reasons the holidays are a great time to build your business

  • achieving competitive advantage through collaboration with key customers and suppliers

  • affluent market may disappoint retailers by spending less for december holiday gifts

  • affluent men spend twice as much on holiday gifts for their spouse as women do

  • affluent name recipients of december holiday gifts in new survey

  • affluent turn cautious in outlook for personal spending and the economy

  • attract and retain top talent

  • a cyber staffing solution for small businesses

  • a guide to performance management

  • a real business coach

  • a renewed view of the modern business culture

  • a strategy for success

  • balanced scorecard strategic planning

  • barriers to effective planning

  • being a home based business owner whats not to love

  • being stressed out may not be all that bad

  • best practice benchmarking the path to excellence

  • blueprint for change

  • book summary mind your own business

  • bottleneck oriented business management

  • bridge loans everything you wanted to know

  • building win win alliances

  • build winning alliances

  • business 101 passion before planning

  • business growth through strategic merger and acquisition

  • business intelligence advancements transform corporate decision making

  • business or leisure make sure you get the best stay

  • business planning 101

  • business planning myopia

  • business plans what consultants dont tell you

  • business plan basics

  • business process automation bpa

  • buying a business advice for the first time buyer investor

  • buy now retire later an investment in your dreams

  • cash flow profits and the cash conversion cycle

  • change management can lead to rigidity and resistance to change

  • change may be your ace in the hole

  • chasm of change restructuring the goliath of change

  • choking on itil a menu for success

  • client service as a competitive advantage

  • coaching an adapting tool for attaining fulfillment in the global economy

  • coaching for lawyers 10 ways a lawyer can benefit from working with a professional coach

  • collaboration not competition

  • common sources of financing for small business

  • comparing corporate and personal goal attainment programs that have developed over thousands of years with modern day programs

  • compensation committee 101 what does it do

  • competitive marketing analysis

  • creating a business strategy

  • creating a vision

  • cultivating your pathway to success dont leave your companys future to chance

  • dealing with anger

  • developing your mission

  • develop a successful business foundation second to none

  • discover the coach within you

  • does your culture support or sabotage your strategy

  • dont allow yourself to get burned

  • embrace diversity to build effective teams

  • entrepreneur to employer considerations

  • famous business strategies

  • fatal mistakes to avoid when writing a business plan

  • finding and keeping good people

  • five strategies to strengthen your companys financial management

  • focus on results not money

  • four reasons why small businesses succeed or fail

  • franchises exit strategies

  • franchises whats the exit strategy

  • generating publicity will the media be interested in my product business

  • getting and keeping good people

  • getting together the importance of business relationships

  • have you ever thought of joining or forming a consortium

  • help wanted new business leadership required to jumpstart the american economy

  • home business grants

  • how effective is your leadership style

  • how joint ventures can catapult you to success

  • how not to let powerpoint kill your presentation

  • how to accelerate the return on investment roi of your senior talent

  • how to create a great mentoring relationship

  • how to develop a successful board of advisors and why you should

  • how to develop multiple streams of 100 000 home business income

  • how to easily accelerate your profits

  • how to use graphs and charts in your business plan

  • hr off shoring outsourcing a buyers market

  • human resource communication pays off

  • ideas are free a book summary

  • identifying candidates for leadership

  • if one does not do any planning one is planning to fail

  • improve profitable roe with retention

  • index

  • investing in the czech republic outside of prague part 1 brno property

  • investments short term or long term

  • isg expands to include denovo bank consulting

  • its spring time for a compensation program tune up

  • its time to get all strategic small business marketing stategy

  • i wanna hold your hand first time homebuyers

  • i want to get a mortgage fast online

  • job search lessons from the super bowl

  • job talk the heart of productivity

  • leadership and customer service is there a link

  • leadership development turn on your employees

  • leading with power and authority energize others with deep green leadership

  • learn to manage your projects with project management training software

  • living life in a time starved world

  • lone wolf lead wolf

  • make your mark how to attract clients and grow your business

  • making the most of your year

  • making your item get the best bid on e bay

  • management span of control and the power of models

  • managers have you been shortchanged

  • managers lets call a spade a spade

  • managers should your pr budget stress tactics or strategy

  • managers you know your job but what about public relations

  • managing the human resource project

  • managing transformational change within the public sector

  • managing with vision

  • marketing planning and control systems from agency style to nerve center

  • maybe you should worry about your pr

  • meetings bloody meetings

  • merger and acquisition an engine for corporate growth

  • millionaires name top choices for holiday gift wish list

  • mission and vision statements foundational to successful change

  • new years resolutions for your business

  • non profits need new strategies to weather budget crisis

  • not another ice breaker team building with a purpose

  • oe consultants is there a future for them

  • operational excellence for wholesale distributors

  • performance measures a key to organizational success

  • planning to make a decision

  • plan for business success 6 reasons to succession plan

  • practice on purpose working on your business

  • pragmatic consulting from the clients perspective

  • preparing to be an entrepreneur

  • printing offline

  • professionalizing the family business

  • professional intervention in the family business

  • profit the goal and more than margins

  • pr lets dump the smoke and mirrors

  • public relations a natural phenomenon

  • public relations converting the non believers

  • public relations defining your organization from the inside out

  • public relations power tool for the 21st century

  • quality consulting major consumer products company

  • quick books and finances

  • ready fire aim

  • ready setwait

  • renovations and upgrades bring it to the bank part 2

  • resolve to focus on results in 2006 website results that is

  • rotator

  • rules to setting business goals and objectives why and how to be smart

  • secrets to successful publishing

  • selling your business for the best price

  • selling your technology company why earnouts make sense today

  • sell a business 10 steps to maximize selling price

  • setting goals and implementing change

  • setting you sails the mission statement

  • should you write your own business plan

  • six disciplines for excellence

  • small business planning three myths

  • small business q a swot analysis is no magic 8 ball

  • small business q a the business autopsy a fact of life

  • so you dont have a business plan why not

  • starting a small business is just like running the peachtree only tougher

  • starting your business avoiding the me incorporated syndrome

  • start thinking strategically about your business

  • strategic clarity for communication management

  • strategic internet marketing 5 basic keys to online business success

  • strategic organizational learning

  • strategic planning and consulting

  • strategic planning basics

  • strategic planning for salespeople

  • strategic planning steps for optimum business management

  • strategies to time management

  • succeeding as a seller on e bay

  • succession planning problems getting started

  • succession three tips to ease the transition

  • succss tip business plannning 101

  • survival without computers

  • surviving survival

  • swot analysis is no magic 8 ball

  • swot analysis strengths weaknesses opportunities and threats

  • tactical hints for succession planning

  • tales from the corporate frontlines try try again

  • temporary staffing agency how to start

  • ten tips for creating a terrific employee appraisal system

  • ten ways to sharpen your business edge

  • the 7 traits of an exceptional and successful entrepreneur

  • the 7 traits of an exceptional successful entrepreneur

  • the art of succession planning

  • the business autopsy a fact of life

  • the case of the vanishing technology

  • the challenges of human resource management

  • the collapse of enron

  • the crisis of modernity

  • the dos and donts of creating business partnerships

  • the five biggest mistakes an hr professional can make from the clients perspective

  • the inferno of the finance director

  • the magic and mystery of teams

  • the project management mindset

  • the role of the business model and strategy for business

  • the ten pillars of leadership and business development

  • the three factors of leadership motivation

  • thoughtleading the art of separating yourself from the pack

  • three planning myths

  • three steps to give your strategic plan traction

  • time management is a work of art

  • tips to maximize the sale of your business

  • top tips for effective time management

  • to all managers how does add affect your workplace

  • trade show exhibit booth 7 tips to improve yours

  • trade show victory

  • trend setting how office art improves productivity

  • understanding financial statements when approaching lenders

  • useful tips for evaluating your meeting venue options

  • what are we teaching pr students

  • what could macedonia learn from a tiger the asian tigers and the phenomenon of uninterrupted economic growth

  • what if peter drucker were your ceo

  • what is a trainer what is a facilitator

  • what is google adsense

  • what to consider before approaching lenders

  • what your home based business plan can do for you

  • what you must do for one whole day every week for your business

  • when and where the affluent shop for december holiday gifts

  • when tactics are not enough

  • who do you talk to

  • why bother with customer centricity

  • why have a mortgage coach

  • why just the right ppc campaign management brings in lots and lots of cash

  • writing a business plan

  • your 7 minute mba

  • your business or your life why not both

  • your online fortune is just a click away