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Tag: customer service

By Bob Ramsey Posted on July 21, 2014

“It’s our fault,…really.”

I witnessed a tragedy in customer service this week. About 6 of us were riding in the shuttle bus from long term parking to the airport terminal. As the bus … Continue reading “It’s our fault,…really.”

Categories: UncategorizedTags: being responsible, Customer, customer service, own the problem, problem customers

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Thanks Amy! It was great to meet you!

Leadership is behavioral management. Your job is to orchestrate the behavior of others in order to achieve collective results. You don't do the frontline work yourself. Instead, you manage others who do that work. Your work is different. Their job is the physical task. Your job is the person.

Leadership is all about getting the best out of people. The Köhler Effect tells us that people perform better when they feel like important members of the team. One of you primary jobs, therefore, is to build a team that people are proud to be a part of.

Business, and especially leadership, is all about people. You work with and for other people, in order to serve the needs of customers and their families. It’s impossible to take people out of the equation. But you have a choice. You can treat these people as impersonal objects with whom you do transactions. Or you can treat them as people who have value and with whom you can form relationships with.

As a leader, your job is to help people change. You need to delegate them new tasks, introduce them to new people, improve their habits, equip them with new skills, and motivate them to higher levels of performance. This is how you lead your team to success. You help them improve.

Everyone loves a “get rich quick” story. But these are rare. Success comes from the accumulation of thousands of little actions. It’s just like climbing a mountain. The final step onto the summit is just the last of a long line of steps. It’s takes thousands of steps to climb a mountain. It doesn’t happen quickly.

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