Archive for the Uncategorized Category

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A number of business leaders have shared their thoughts about empowering employees to make decisions without having to first consult with management.  Studies show that giving employees the authority to make decisions will dramatically increase their confidence to carry out more serious responsibilities.

Managers have a duty to review and revise company policies and to create a culture that reduces the quagmire of documentation, verbal, and written approvals before anything gets done.

Here are a couple of reasons to make a change this year:

>  Shareholders and consumers constantly demand quality product for their time and investment.  They expect to be

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A company’s vision must remain current with the times and ensure it is applicable to its targeted demographic.

More and more, customers are spending their dollars with businesses that know how to treat them well, anticipate their needs, and promptly deliver on promises.  They want companies to provide support that is easy and convenient.  Customers expect businesses to be current on state-of-the art trends, especially when it comes to servicing them using Artificial Intelligence (AI):

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Steve Jobs kept a running list of his daily tasks and to stay on schedule, he routinely referenced the list asking himself, “What’s my next action?”.

Self-discipline and taking control of your time are the essential elements needed to conquer the elusive “fait accompli” of seemingly endless tasks.

Productivity increases when “to do” lists are crafted and soundly implemented.  When you construct a list, set a timeframe (i.e., three days) that designates when all tasks must be completed; purge the list afterwards.  Be sure not to confuse a “to do” list with a “project list”.

Here are a few ideas that might help you “get it all done”:

* Make a “To Don’t” list.  A major reason people don’t complete daily tasks is because they are sidetracked by peripheral activities, thoughts and interruptions.  So, if the first priority of the day is to finalize the financial summary for an upcoming board meeting, the “To Don’t” list

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White Glove Service.  Spoken in a certain tone and voice inflections, the phrase offers an imagery of first class stateliness and resplendence.  Who among us would not welcome such treatment whenever we shopped for goods and services?

White glove service offers a pledge to every prospect, customer, and client to give a “wow” experience of exceptional in-store and online shopping, to provide supreme personal attention to the most minute detail, and to exemplify superior business etiquette at all times.

Everyone on your team is responsible for delivering this type of service and it can be accomplished when management creates a platform for them to share their ideas and to implement them when applicable.   In fact, most employees don’t want to be bystanders but want to place their fingerprint on programs that will make a positive mark on the sustainability and growth of the organization; it fosters a psychological ownership of the company brand.

Many organizations have special mentoring programs to ensure that their staff is armed with detailed knowledge about company products and have the ability to flawlessly manage customer engagement.

It is worth the time and expense to train team members how to serve at the highest level and to help them understand why it is important to think on those terms.  Teach them how to:

* Listen to management/mentors and to the customer

* Ensure that their values align with those of the company

* Build a systematic method to survey, monitor, collect and respond to customer feedback using multiple channels

* Be available for ongoing product and customer engagement training

Remember, the customer is NOT always right but the customer is the reason your business exists.  It is your responsibility to build a genuine relationship and anticipate/fulfill their needs.  Delivering exceptional service is a never-ending and rewarding vocation; organizations that understand that concept are the leaders in their industries who enjoy marvelous profits, and  business growth.

Make it a great day and Happy New Year!

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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.