For years I’ve talked about an old client that reinvigorated their business by giving their electricians hand-held vacuum cleaners. The idea was simple: when you’re done with the job, clean up after yourself.
Clients called in thanking them not for getting the electrical done right–that was expected–but for not leaving a mess. It is a simple but powerful illustration of how little things make a big difference.
I finally got the shades installed in our new offices. A few are crooked and we’re asking the vendor to come back and straighten them out.
The crazy maker? Metal shavings and debris everywhere. I spent 20 minutes cleaning up after the installers.
So I’m not going to be calling the provider with any positive feedback or to express my appreciation. I’m just going to remember how important it is to pay attention to the details.
Don’t just do what is expected. Do the little extras that make the customer or client remember you in a positive way.
Showing posts with label personal responsibility. Show all posts
Showing posts with label personal responsibility. Show all posts
Tuesday, March 13, 2012
Friday, March 9, 2012
Team Leadership: Problem or Solution
Being a team leader is tough. You must balance the needs of the organization with the needs of the team members. You coach, counsel and develop. You mediate conflicts of personality and performance.
In short, you’re either the solution or the problem.
Whether you inherited your team (most likely) or chose the members yourself, you as team leader are responsible for making the team work.
While it is tempting to blame the team (“they didn’t work together” or “she is the real problem”) you need to realize that YOU are responsible for getting them work together and for dealing with whoever is problematic.
Do as much correctly as you can and you’ll avoid many problems. Practice the basics of good team building. But when you see a problem, seek a solution and make sure the problem is addressed rather than ignored.
Team leadership is about taking responsibility. Once you get past blames and excuses, you can do the difficult but important work of a team leader.
Take responsibility for being the solution
In short, you’re either the solution or the problem.
Whether you inherited your team (most likely) or chose the members yourself, you as team leader are responsible for making the team work.
While it is tempting to blame the team (“they didn’t work together” or “she is the real problem”) you need to realize that YOU are responsible for getting them work together and for dealing with whoever is problematic.
Do as much correctly as you can and you’ll avoid many problems. Practice the basics of good team building. But when you see a problem, seek a solution and make sure the problem is addressed rather than ignored.
Team leadership is about taking responsibility. Once you get past blames and excuses, you can do the difficult but important work of a team leader.
Take responsibility for being the solution
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