Providing a bad service experience need not mean the end of a good relationship with your customer. Indeed, it can actually increase customer delight, as was expounded in the classic HBR article “The Profitable Art of Service Recovery”
Do you ever wonder what happened to the playground bully of your childhood? The boy or girl who tormented you, called you names, hit you, teased you and any of the gamut of things that bullies do? Did he change? You wonder – did she outgrow her behaviour and become a sweet, caring soul? Wishful thinking …
During a coffee break in workshop a few years ago, Megan asked if she could have a quiet word with me. Two years prior, she had applied for a position in the company and was passed over for someone else.
Of all the people on your team, you worry the least about Alex. A quick glance at Alex’s nodding head and slight smile, indicates to you that you are on the right track in meetings. Alex is quiet, always seated to the side of the room.
Does your Board micromanage? Do you feel that they are making decisions that are the purview of management? Do you believe they are requesting information that they really don’t need or shouldn’t have? Are they interfering in operational matters? It happens.
Perhaps you had a stray thought over the last 2 weeks “But what happened to Marguerite’s newsletter”? You would be right to wonder, for this is my first “fortnightly” newsletter in a month.
“Bring Maggie in,” I offered, not betraying the struggle I had just resolved in my own mind. “Bring Maggie in to work with you.”
Maggie is a baby, a baby not yet weaned. The CEO was giving Maggie’s mom permission to bring her to work.
It is so easy to hire and so hard to fire. Getting the wrong person in the job has HUGE implications for your organization, so think about your hiring practices: Source of applicants: Where do you get your applicants? An advertisement? Job sites?
As a coach, I am asked to help executives correct behaviour that has resulted in serious personal and organizational performance issues. Typically, the boss will call me and point out the deficiencies and the problems that have ensued. And I will ask: “Have you told him (or her)”?
1. May you have clarity of purpose
2. May you find what you seek, and may it truly bring joy to your heart
3. May you have delightful relationships with your team members and customers
4. May you grow as a leader, tapping into your potential and rising into your magnificence
Shift your focus from what's going wrong to what's going right.
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