Thursday, 26 April 2012
Earn Respect with Humility
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One of the principal downfalls of leaders is uncontrolled ego.  Once you begin to think that you are someone really special others will begin to tell what you want to hear and you become slowly and progressively disconnected from those you lead.  Eventually you become isolated from reality and will sooner or later fail.

Stay humble; stay grounded.  Listen carefully, encourage honest communication and never argue with the messenger. If you “shoot the messenger” the messages will cease to arrive.  Listen to those around you to gather enough information about your business unit so you can give the best possible direction and make the soundest decisions.

Humility is a virtue.  Humility is essential  to leadership success.

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Posted on 04/26/2012 1:42 PM by Joe Scarlett
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Monday, 23 April 2012
Be Happy
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There is absolutely no upside in being unhappy.  And who controls your happiness? You do.  Would you like to work for or with someone who is unhappy? Of course not.  You control your destiny so take charge!

Start your day off right every day.  Jump start your morning with a cheerful greeting to everyone around you – it is contagious.  If you are the leader you set the tone and if you set a happy tone others will follow you.

Bad news will likely come your way sometime during the day and it is up to you to handle it.  Take it on in a positive way and you set the tone for all around you.  Positive happy people live longer and enjoy life more.  Your move.

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Posted on 04/23/2012 1:38 PM by Joe Scarlett
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Thursday, 19 April 2012
1. Repetitive communication on important issues is essential
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The experts say that most people retain about ten percent of what they hear a week later so if you want a message to get through you need to say it many times.   This practice of repetitive messaging is equally valid in business as it is in family communication.

If you expect your kids to possess certain values it is important to talk about those values time and again. If want your employees to follow a certain path and believe in your vision for your business it is essential to be repetitive about the message.

Repetition on important topics is essential for leadership success

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Posted on 04/19/2012 3:42 PM by Joe Scarlett
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Monday, 16 April 2012
Practice your Elevator Speech
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An elevator speech is a quick talk that you can deliver between floors on an elevator before the next time the door opens.   You will often be thrust into opportune situations with limited time to talk about a product, service or organization.  Be prepared.

Think about the topics you would most likely want to talk about and practice your short speech. Stand in front of the mirror and make your two minute pitch for your product.  Repeat it until you feel comfortable.  Now do one for you organization.

Be ready for you never know when that unanticipated opportunity will come your way.

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Posted on 04/16/2012 3:41 PM by Joe Scarlett
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Friday, 13 April 2012
Taking Care is Good for Business
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Jim Colllins’ Good to Great begins with the notion that the good is the enemy of the great.  How many times do we see that played out in the organizations we do business with?  For example, service staff in any industry—hospitality, restaurant, banking, health care—can make or break the experience we have with that organization.  We don’t really care what the CEO or other senior leaders think or say, but how we are treated.  That having been said, however, I think that most of the time you could probably know the attitude of the CEO or senior leaders by the way those front line staffers behave.  It’s an old model, but still very relevant, that says that the order of taking care of business is take care of employees first, customers second, and stockholders third.  For many companies who have turned themselves inside out to please the stockholders only to realize that they are not loyal to the company, only to the returns.  At the first sign of trouble many stockholders will flee the ship.

Companies with a true vision for the long term will take care of the people who take care of the customers.  And if both of those categories are in good shape, the stockholders take care of themselves.  It’s a funny thing about caring enough to do things really well—it rarely costs more (certainly not considering the waste and rework of re-doing something we didn’t do well the first time), and the rewards are enormous.

Take care!

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Posted on 04/13/2012 10:33 AM by Mary Fink
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Tuesday, 10 April 2012
Think Long Term
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My observation is that big picture thinkers are generally the ones who move up in the organization. Those who can see the long term and articulate a vision and direction are most likely to wind up on top.

My advice is to stay out of the minutia and do everything possible to avoid falling into the “daily checklist routine.”  Visit your smartphone early, at lunch and at the end of the day and the rest of the time lock it up and shut it off.  It is very difficult to be a big picture leader if you are a slave to every email that comes your way.

Discipline yourself to differentiate trivial activity from real accomplishment.

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Posted on 04/10/2012 10:30 AM by Joe Scarlett
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Thursday, 5 April 2012
Leadership and the Customer Experience
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Maya Angelou once said that “People may not remember what you did but they will never forget how you made them feel.”  Seems to me that this is the secret to customer service.  What really matters is that customers’ experiences exceed their expectations and they will feel good about your business every time.  This statement is backed up by research that says that people remember the peak of the experience (good or bad) and the end of the experience.  The peak is where our feelings develop around this as a good or bad experience, and it can occur any time during the experience.  For example, a hospital in which a customer (patient) finds the registration process for entering the institution long, detailed, repetitive and confusing might develop a negative mindset about that experience that sets up the whole visit in a negative way.  The patient with that experience is going to be looking for things to go wrong, and we all know when we look for something we almost always find it.  If, however, that registration process is efficient, well thought through, and done by caring individuals, it sets the tone for a positive experience. 

The same is true of the discharge process—it can reinforce a good or bad experience or possibly turn our assessment of the whole experience around.

So what is the message here?  Make sure every part of the experience is positive, that the peak experience is a good one, and that the end of the encounter is one that customers will want to share because of the way it made them feel.  Good customer service costs nothing.  Bad customer service costs the business everything.  Leaders must insist that the whole organization focuses on the customer experience, but must also remember that the tone is set at the top, and the first person who must understand and practice this philosophy is the leader himself or herself.

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Posted on 04/05/2012 10:39 AM by Mary Fink
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Tuesday, 3 April 2012
To the men in the audience: Be a gentleman
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This topic certainly sounds old fashioned but there is simply no downside to being a gentleman and there is potentially a lot of upside. You will likely earn the respect of others, particularly the women you associate with.  You could reduce some tensions in the workplace and you might even become a role model for some of your friends.

A gentleman holds the door, lets the lady go first in all situations, seats his guest and orders lunch second. A gentleman makes eye contact, has a firm (not crushing) handshake and always walks on the traffic side.  A gentleman always uses please and thank you. 

      You all know about this so go practice it.
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Posted on 04/03/2012 10:37 AM by Joe Scarlett
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