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“Leadership is an action, not a position” ~ Donald McGannon

Great leaders formulate and successfully carry out missions, convey strategic plans to executives/board members, and motivate employees to perform their jobs with excellence and proficiency.

If a leader is serious about triumphantly accomplishing company goals, they MUST pull together a diverse team of people.  Diverse teams are smarter.  According to a 2015 McKinsey report on 366 public companies, those in the top quartile for ethnic and racial diversity in management were 35% more likely to have financial returns above their competitor.

The concept of being a great leader is simple but it is not easy.  Employees must believe in the cause they are working for, i.e., the corporate mission and its core values.  They must trust the leadership of the organization if they are expected to follow them.

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I am very fortunate to have a job that I absolutely love!

Over the years, I have shared useful information that has helped businesses understand the importance of providing ongoing customer care training on subjects like:

* Be proactive.  Don’t wait on a problem to surface.  No matter the industry, consumers appreciate businesses anticipating their needs/wants and acting on them.  More and more, consumers expect to be accommodated with proficiency.

* Ask for customer feedback and use it.  “Checking in” with your clients and making sure they are satisfied with your product is the bedrock for exceptional service and care.

* Know your demographic.  Who is your customer?  What do they need?  What do they want?  On what channel(s) do they prefer to communicate?  What do they love about you?  What do they dislike?  When will they need an upgrade of your product?  Are you the thought leader in your industry?

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“Giving is the master key to success, in all applications of human life.” ~ Bryant McGill, author

Have you been contemplating the best gift to give to your clients this holiday season?  I’ll give you a hint as to what they want almost more than anything:  top level care in every transaction, communication and experience.

Consumer complaints about poor service have become increasingly prevalent throughout social media and other communication channels.   Customers have said they receive poor service considerably more often than they receive excellent service and it doesn’t matter the industry or whether it is in person, online or multi-channel shopping.  Some have said that although they find it unacceptable, they almost expect to receive poor service because it has become the norm.

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The arrival of Year 2018 is a few weeks away; but if you look closely, you can see it hovering over the horizon trying to burst through for a grand entrance.  NOW is the time to shift gears and to finalize your thoughts, ideas, and plans for crafting your company’s customer service philosophy (a description of the practices of how you’ll offer unparalleled internal and external service).

“Shifting gears” means thinking differently from others…that’s what innovation is all about.  Think big…think about whether your company puts the customer first at all times.  It’s about letting your team know your expectation of EVERYONE rolling up their sleeves to work smarter and to continuously seek opportunities to improve AND create stellar customer experiences.

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Isn’t it interesting that we cannot physically store time away for later use but we can “spend” it in myriad of ways?  We do it all of the time.  We spend time:

* on frozen websites

* on hold waiting for problem resolutions

* in TSA airport lines

* in traffic jams

* waiting to see the doctor/dentist/financial advisor/attorney

* waiting for the washing machine repair person

* taking extra long breaks at the water cooler socializing with colleagues

We “spend” time doing (and not doing) many things but it is the savvy business person who understands that time is irreplaceable, manages it wisely, and quickly grows weary of anyone who would dare waste their time due to unpreparedness and tardiness.

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