Tag: model

Going the extra inch

Soccer penalty kick

 

(photo: In customer service all it takes to achieve the goal is just a little bit more than the customer expected… an inch will do)

Everyone has heard the customer service mantra, ‘got the extra… mile”.

But what about this one?

Go the extra inch

This is a concept that is an astonishing paradox to the notion of going the extra mile.

In calling Fidelity a month ago to set up tomorrow’s meeting, the CFP answered the phone without using his name.

In some work cultures, that is failure.

In others, it’s business as usual because people are clueless to what world class customer service looks like.

Funny thing though, the industry has created the stereotype where that type of typical service, even from the senior leaders, comes with the territory.

Funny how much respect you get when the CFP realizes your net worth.

Tomorrow will be interesting.

Switch to the Mind Blog

You need to be organized to be a great role model

inspiring quote

 

(photo: everyone is busy… it’s not a a valid excuse for the big picture things)

For many years now, there have been three prioritized needs in each leader-to-subordinate relationship:

  1. Trust – honesty is the most important part of any relationship. Period.
  2. Respect – respect that we do not think alike and have different approaches to accomplish the same big picture.
  3. Development – you do not need to lift a finger to develop your subordinates, but know they love it. And don’t complain if they are assertive in pursuing it in the absence of your help.

Ironically, this is a two way street.

Nothing else matters if number one isn’t achieved.

At work, it’s absolutely a parent/child relationship.

Leaders, you own going first and leading the way. Period.

Just like being a parent.

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