Archive for June, 2010

Strategy Takes Courage

June 28th, 2010

Every invest­ment, hir­ing deci­sion, and project should sup­port your over­all strat­egy. Remem­ber that every busi­ness and every leader will face obsta­cles. Your prepa­ra­tion and con­vic­tion are what make the difference.

At the same time, if the mar­ket envi­ron­ment or cus­tomer require­ments dra­mat­i­cally change, your strat­egy needs to be reeval­u­ated. These new fac­tors may even prompt an adjust­ment to your strategy.

It takes courage to stay the course. It also takes courage to make crit­i­cal changes. An effec­tive leader can dis­cern which kind of courage is required.

Con­fi­dence in Your Strategy

Strate­gies should not be oblig­a­tory exer­cises cre­ated only to col­lect dust on the shelf until the next annual meet­ing. Strate­gies are meant to be used every day.

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Serve Customers Well, or You Won’t Serve Them Long

June 14th, 2010

Customers have more and more choices in today’s mar­ket. Serv­ing them well must be a pri­mary busi­ness focus if you are to stay com­pet­i­tive. Their expec­ta­tions must be under­stood if they are to be met. Con­sis­tently exceed­ing expec­ta­tion is even better.

Use every means pos­si­ble to track and mea­sure cus­tomer sat­is­fac­tion. Improve prac­tices to make it eas­ier to delight and retain cus­tomers. Use recog­ni­tion and reward to main­tain the ser­vice level cus­tomers demand.

Take care of your cus­tomer, so you’ll get a chance to take care of them again in the future.

Ser­vice Matters

You may be as appalled as I am by the lack of qual­ity ser­vice every­where you turn. In a way, we have become so desen­si­tized by poor ser­vice and bad atti­tudes that we are star­tled when we receive even mod­er­ately good service.

This is a great rea­son to strive for excel­lent ser­vice: it will star­tle our cus­tomers, and keep them com­ing back for more.

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Operate with Urgency

June 1st, 2010

It is a mis­take to put off for tomor­row what can get done — or at least get started — today. We’ve all heard this say­ing before, but it still holds true. This logic applies to the myr­iad of daily tasks, large and small, that need to be accom­plished to real­ize our goals.

We all need more inten­tional urgency. Com­pla­cency and inde­ci­sion are killers for any orga­ni­za­tion. We need to deter­mine what needs to be done, and by when. Then we need to get busy accom­plish­ing each task.

Never con­fuse activ­ity for accom­plish­ment. Stay on track, and focused on the actions you’ve com­mit­ted to. Hold oth­ers account­able to get things done on time. Urgency matters!

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