This is sobering:
From Strengths Finder 2.0
It’s Monday. Our favorite day of the week…? As you start your day, I want to encourage you not to focus on Friday. Or on issues you may be personally facing. Or on plans you may have in the near future.
Make today about CONNECTIONS.
Many of you will interact with customers today. CONNECT with them. How? As soon as your interaction begins (i.e. in-person, phone call, chat, email), THINK. What is it that the customer needs from you right now? You are smart enough to figure out what the customer is needing at the moment – attention, a sense of security, resolution of an issue, courtesy, understanding, reliability…
Then CONNECT with that member. Satisfy that need they have. In fact, ask them at the end of the interaction, “did I answer your issue to your satisfaction?”
Really LISTEN to the customer today. RESPOND based on their needs. Find ways to go beyond as you SERVE the customer today.
When we CONNECT with our customers in meaningful ways, we will:
- Deepen relationships
- Build satisfaction
- Create great customer experiences
Follow Paul Lanigan on LinkedIn at: Paul Lanigan
So you lead others within a great organization that you know does great things. You believe in your organization’s vision and mission.
But your team’s results are lack-luster.
How does this happen?
Perhaps it is because you have work to do in helping your team connect to its purpose, performance, and priorities.
“But I’ve promoted the vision! I’ve shared the mission!”
To build and keep momentum in peak performance, a leader must continually work to connect with his team. Communication can never be a one-and-done venture.
I’ve been blessed to have traveled all over the world. I’ve been on remote islands in the Philippines. I’ve been metro areas in the Netherlands. I’ve been on the road throughout Indonesia. Almost everywhere I’ve been, I’ve seen ads for Coca-Cola. You and I have seen countless TV ads for Coke. Does Coke really need to advertise their product? Do people really need to be told what Coke is? No.
But Coke continually markets Coke to keep its product top-of-mind for consumers everywhere.
Let me ask you: how are you keeping your team’s mission, performance targets, standards top-of-mind with each of your team members?
Organizations and leaders win when they continually connect with their team members. So when results are falling short, ask:
- How are we connecting with the staff?
- What could we/should we change in our communication to better connect with our team?
- Is this a communication issue or a training issue or both?
- What motivates our staff to “do more” in 2018?
Your team is capable of executing plans and doing outstanding work. They want to be a part of a team that wins.
It is your job as the leader to help connect the purpose, the performance, and the priorities of your work with each member on your team.