Transformational Leadership #1: Service & Feedback
Here is an interesting insight from Carmine Gallo:
The United Airlines fiasco last week highlights what happens when there is a lack of focus on customer service. AFI points to “a mindset of customer service and partnership”. This article shows a few great examples of companies that keep customer service at the forefront of their business:
What The Most Admired Brands Can Teach United About A Culture Of Service
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| Here is a good note from the Harvard Business Review on giving and receiving feedback |
| MAsk Your Employees How They Prefer to Receive Feedback You owe it to your employees to give them constructive criticism. But they may not all want to hear feedback the same way. Consider a regional sales manager who often accompanies her sales associates on client visits. Over time, she might learn that some reps want to get her advice right after a client meeting, while others prefer to hear it after a full day’s worth of calls. Tailoring your method to your employees’ preferences will increase the likelihood that they will find your criticism helpful and be more willing to act on it. So ask your employees about their preferences. Do they want immediate feedback, or do they prefer to postpone it? Do they prefer an email or an in-person talk? If it’s the latter, should it be in your workspace, theirs, or a neutral spot? Adapted from “How to Deliver Criticism So Employees Pay Attention,” by Deborah Bright |