Leadership 101
I've been reading a lot about leadership lately for the courses I'm taking this semester. Probably the best things I've taken away from my MBA courses so far are those that make me think about how to be a better manager and leader. I've been thinking about vision along with this reading. I feel the need to emphasize customer service more with my team. I've got a few team members that seem (to me at least) to find our customers "bothersome". The complain about going above and beyond for them and seem to think the organization should take a "you missed the deadline too bad" kind of approach. I don't see it that way. My challenge now is to try and instill in them the passion I have for what we do. I think a couple of my employees are showing up just for a paycheck. And while I wouldn't fire someone just for that, my feeling is that if they don't want to come in every day with the attitude to do the most they can to help the customers, perhaps they should find a job they enjoy.
We'll see how it goes, but my boss is behind me so perhaps I can turn it around and make our organization just a little better.
We'll see how it goes, but my boss is behind me so perhaps I can turn it around and make our organization just a little better.
Comments
Most customer service reps are either so legalistic that they don't care how that impacts their customer, or they simply don't know how to interpret things so they give the easy answer (to themself), or they just want to get off the phone regardless of whether the issue is resolved. It's maddening to the customer.
People who show up just for the pay check, well, that IS the primary reason for working, and it is important to have personal/work balance, but there does have to be that balance of caring about your job, too, so you CAN balance your home life.
I read or heard something that made me laugh: If it's a problem at work, it's just a challenge. If it's a problem at home, then it's a Problem.
Most of us need to work for a living, but if we're not happy doing what we are supposed to do, then we really should be doing something we like. Good "Customer Service" isn't as easy to find as it once was, and it's so obvious in a lot of people who work with the public. You can tell some of them hate their job. When you hit on someone who loves going the extra mile for people they get your repeat business. Period.
I wish you much luck with your staff, you've got the right idea!
Gee if I ever move there I should come work for you. *grin*