How can I develop my management skills?

How can I develop my management skills?

I would guess that we all want to be better managers – after all, better managers get better results with less effort! So what do you need to do to become one?

Here are a few rules and ideas for you.

  • Remember all employees are volunteers – they need to respect you in order to be motivated by you.
  • Have a crystal clear statement of what you and the Organisation are REALLY about (we call this a ‘customer focused mission’ but don’t worry about the name: if people are hyper clear on exactly what does and doesn’t matter to the team, and the values associated with it, then that’s the job done).
  • Lead the Mission by example, and never deviate (even when times are hard)
  • If you ever do have to deviate, tell your people why and when you’re returning, before any deviation happens.
  • Manage your time effectively
  • Communicate effectively at all levels – win/win thinking and agreements
  • Gather feedback through simple systems and ‘management by wandering about’obsessively
  • Ensure everyone else does the same
  • Use the feedback to understand people’s REAL needs, and Act effectively on feedback, little step by little step
  • Keep going: it doesn’t matter how slow you go, as long as you never stop!

Remember, there’s not a lot of difference between ‘a great manager’ and ‘a bit of a prat’ … focus on small things done brilliantly … by the inch it’s a cinch, by the yard it’s hard.

There’s your answer to ‘How can I be a better manager’?

 

For free resources and help with leadership and management systems that actually work, please drop us a line at support@salesthroughservice.com and we’ll send you our free ebooks on this subject.

 

 

How can I be a better leader?

How can I be a better leader?

I would guess that we all want to be better leaders – after all, better leaders get better results with less effort! So what do you need to do to become one?

Here are a few rules and ideas for you.

  • Remember all customers are volunteers – internal and external customers – they want you to be a great leader, so they have something worthwhile to follow.
  • See your internal customers as your no 1 priority – they’re the ones who need leading, inspiring and motivating to deal remarkably with your external customers
  • Have a crystal clear statement of what you and the Organisation are REALLY about (we call this a ‘customer focused mission’ but don’t worry about the name: if people are hyper clear on exactly what does and doesn’t matter to the Organisation, and the values associated with it, then that’s the job done).
  • Lead the Mission by example, and never deviate (even when times are hard)
  • If you ever do have to deviate, tell your people why and when you’re returning, before any deviation happens.
  • Manage your time effectively
  • Communicate effectively at all levels – win/win thinking and agreements
  • Gather feedback through simple systems and ‘management by wandering about’ obsessively
  • Ensure everyone else does the same
  • Use the feedback to understand people’s REAL needs, and Act effectively on feedback, little step by little step
  • Keep going: it doesn’t matter how slow you go, as long as you never stop!

 

Remember, there’s not a lot of difference between ‘a great leader’ and ‘a bit of a prat’ … focus on small things done brilliantly … by the inch it’s a cinch, by the yard it’s hard.

There’s your answer to ‘how can I be a better leader’?

 

For free resources and help with leadership and management systems that actually work, please drop us a line at support@salesthroughservice.com and we’ll send you our free ebooks on this subject.

 

 

How can we improve customer service ?

How can we improve customer service ?

This is a familiar answer, which encourages acres of print, mainly aimed at telling horses to drink (which doesn’t work, of course, because you can take a horse to water but you can’t make it drink).

And one the main problems is that it’s actually the wrong question.

Your customer isn’t the slightest bit interested in ‘customer service’, they won’t be less or more loyal to you because of it and you can’t measure it.

Customers might think and say they’re interested in ‘customer service’, but, in fact, they’re actually meaning ‘customer experience’.

‘Customer Service’ is what you do to customers.

‘Customer Experience’ is how they perceive what you do.

And the two are very different.

So, the question is not ‘How can we improve customer service?’, it is ‘How can we improve customer experience?’

And that’s great news because ‘customer experience’ is measurable, motivational and very quickly improvable.

Focus on measuring and improving customer experience, with motivated people (more on that another time), and then using this solid base to build sales through service, and you’ll be well on the path to success.

 

For free resources and help with customer experience systems that actually work, please drop us a line at support@salesthroughservice.com and we’ll send you our free ebooks on this subject.

 

 

What customer loyalty schemes work best?

What customer loyalty schemes work best?

We want loyal customers!

We want customers to buy more and refer others to us!

Of course we do, and there’s acres of print on ‘how to run customer loyalty schemes’, and what to offer as incentives.

There’s just one small problem …. It’s all rubbish!

Recent in depth research shows what we all know as common sense: customer loyalty schemes generally cost significantly more than they generate (not taking into account all the time taken up by them), and they generate no REAL loyalty, just loyalty to the treat.

It’s like training a dog: if a dog only sits in order to get a treat, it hasn’t really learnt to sit, and this ‘training’ will fall apart completely under pressure.

Customers cannot be bought.

I repeat: customers cannot be bought: they can only be seduced (over the LONG TERM) to WANT to be loyal to you and recommend you.

This comes about by obsessive focus on and adherence to ‘customer reputation and loyalty systems in everything we do’. I.e. we see ‘customer reputation and loyalty’ as the No 1 purpose of our existence, around which all our systems and processed are designed, and truly believe that:15. What to do to build cust loyalty

‘If we do this well, the profits will follow … not the other way round’

Of course customer loyalty rewards can play a part in this (look at the Richer Sounds VIP club, or the Naked Wines Angel network for an example of this done well) … but it’s only one smallish part of the overall business strategy, and NEVER an effective strategy in itself.

Otherwise you just get a fat dog that sits when you have a treat in your pocket, and buggers off at any other time …

For free resources and help with customer loyalty systems that actually work, please drop us a line at support@salesthroughservice.com and we’ll send you our free ebooks on this subject.