To Win Customers…

By: Jan Bolick

In celebration of Customer Service Week, our Leadership Quote of the Week is:

Have you won the hearts and minds of your team members?

I hope  companies are lavishing praise and appreciation on their employees this week.  And  hope they will not stop there.

We talk a lot here about customer service, morale, productivity and engagement.  In working with many organizations, I see high, medium and low levels of each; mostly on the lower end  since that’s usually why they call me in.

I had seen various studies that showed low engagement as a trend, yet shocked and saddened by a report that was released last month.  According to Gallup’s 2013 State of the American Workplace Report, a whopping 70% of workers in the United States are either “not engaged” or  are“actively disengaged” at work.

That’s a HUGE chunk of the work force that is not helping their employers as much as they could be –  and in some cases are intentionally  HURTING their employers.

How engaged are your employees?

You’ve heard us talk here about things that lead to disengagement.  Things like:

  •  unclear roles, goals and expectations
  • lack of understanding about purpose and values
  • not enough feedback
  • lack of appreciation and recognition

And then there is the #1 reason people dislike their jobs – their managers.

If we want more business, happier customers, higher morale and productivity, more loyal employees – we HAVE to figure out how to be better managers and leaders.  We HAVE to help our management teams become better managers and leaders.

That includes leading with:

  • communicating clear roles, goals and expectations
  • communicating clear purpose and values
  • providing feedback
  • giving appreciation and recognition
  • and much much more

On a scale of 1-10, how well do you do these things? 

Would your team members give the same scores?

What can you do to improve?

Becoming a better manager is not easy. The tools on this site make it easier.  Here are two timely ones:

  • Ideas and Tools for Customer Service Week.  If you aren’t an Insider yet, you’ll need to sign up for this.  Tips & Tools for Customer Service Week
  • Our EEEK-Book. While  leadership development is a year round pursuit,Halloween is an especially good time for it because it helps people loosen up and look at things in a different light.  Things like goals, expectations and customer service.  Get more info at:

Meanwhile, as a reminder, post this week’s quote to your computer screen with just three clicks.

1. Click on the image above. Don’t see an image? Trythis link.

2. Right click on the image that appears.

3. On the pull down menu that appears, click on “set as background”. Voila!

There’s still plenty of room on the left side of the screen for all your shortcut icons.

Note: If you don’t like your new wallpaper, don’t want to replace it with a quote from the Business Class Quote Library and don’t know how to get rid of it…… Go to your control panel. Select “Display”. Select “Desktop”. And then choose from the designs offered.”

Or print the PDF version below. Just click on the printer icon in lower right corner of the image.

Problems? Try this link.

If you haven’t already done so, sign up here for a Monday morning BOOST for you and your team – the Leadership Quote of the Week delivered to your email box each Monday morning.

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