78% of consumers didn’t complete an intended purchase because of poor service experience. So, what differentiates the best in customer service from the rest? Let’s take a look at four customer service insights that every successful company leader must develop.
st century’s global market, we are presented with a unique opportunity to enable growth by harnessing the power of thought leadership.
Get moving or get out of the way. Business leadership is full of risks.
When I was in middle and high school, I remember a number of students who found ways to make money; such as selling candy and pencils in the hall, doing other people’s homework or giving people rides home in their cars. There was always a risk of getting caught, which wasn’t without consequences, but this didn’t stop the people who were really committed to having some money.
Risk is still a very real part of business ownership today, and the consequences could be more devastating, in some cases. Regardless. Business leaders, if you want to build a strong business, you have got to learn to eat risk for breakfast. When you started your company, you had only a 30% chance of being successful. Do what it takes. Be tough.
Poor productivity is one of the biggest time-wasters small business leaders face. Whether spending time on Social Media or other non-productive activities, all of these things take time and money out of our day. While there are the normal “time wasters” that we might use as down time or to recharge, there are those things that we do to waste time that we don’t even pay attention to.
“Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of
their appointed rounds” – “Motto” of the Postal Service
As a young person, we had a mail man named Mr. Brown. In our neighborhood, the mail carriers (still do) park their vehicles at the end of our street and carry the mail from house to house in their mail sack. I remember that no matter what – rain, snow, wind, Mr. Brown was always there with our mail.
http://www.ea.com/) that used to use the tagline “Challenge Everything.” As one who, at times, must question the natural order of things, this tag immediately appealed to me. Many of my clients often hear the question of, “Why?” when they propose ideas. The goal isn’t to belittle the idea or thought, but rather, to make sure that the idea is completely thought out.
As business leaders, we nee to understand and question everything around our businesses. As someone said to me, once, “You need to inspect what you expect.” Even if we feel like we understand certain things, or that certain things appear to be part of the natural order, understanding “why” something is done will often serve to ensure that the product or service or idea does have merits and has been completely thought out.
As a young manager, I remember telling an employee that I needed something specific from her, knew that I could count on her to do a good job, which was why I hired her and to go for it. She was a bright woman with all sorts of potential. I honestly believed that she could get the work done, so when she came to me with questions for clarification, I casually shooed her away, thinking that my work was much more important, much more “big picture” than I had time to worry about her. As a leader, I was just concerned about results and moving the company closer to the vision.
As a child, something I enjoyed very much was working with my dad. We did all kinds of work on our home, both inside and outside, typically building or fixing something with his many tools and great talent. One of the tasks that had to be done each time was to take whatever trash that was created, throw it in our wheelbarrow, and dump it into the proper receptacle. While wheelbarrows are great for moving a lot of materials around quickly, they are not very stable and have often tipped over, spilling their contents all over. Not fun.