leadership

Steve’s Memes: Everyone Only Has One Head






Today’s Lesson: They Have Just One Head & One Heart…   Whether you’re the manager “correcting” your employees or a salesperson going in for the kill, everyone only has one head and one heart. If your long-term goals depend on them, you’d better hope you didn’t take off their head or rip out their heart already.(…)






More

Steve’s Memes: Rotting Fish Don’t Smell Better Tomorrow






Today’s Lesson: Leaders don’t let issues fester and grow and spread – they address them as they happen.   At most, mediocre managers talk about performance at the beginning of the month (when targets are set) and then at the end of the month (when targets are missed). TODAY’S LESSON: Successful leaders address performance issues(…)






More

Steve’s Memes: Leading with Repeatable Processes






Today’s Lesson: Leading with real process requires real commitment.   Real process improvement is like working out. We all want the outcome, but few are willing to put in the effort for very long. TODAY’S LESSON: If changing your company’s culture from seat-of-the-pants management to leading with repeatable processes was easy, then everyone would do it.(…)






More

Steve’s Memes: The Customer is NOT Always Right






Today’s Lesson: Drop the attitude and lead with solutions.   The customer is not always right, but they are always the customer. If you want your angry customer to completely flip out, just keep telling them all the things they did wrong and all the reasons you can’t help them. TODAY’S LESSON: In customer confrontations,(…)






More

Steve’s Memes: Courtesy Costs You Nothing






Today’s Lesson: To a coworker or a subordinate, the little things often matter most.   While most managers can survive just fine without ever hearing “please” and “thank you,” subordinates often cannot. If you’re not accustomed to regularly using “please,” “thank you,” and “you’re welcome,” I suggest overusing these 3 for just a week. You(…)






More

Steve’s Memes: Those Closest To The Customer Have The Answers






Today’s Lesson: Go ask those on the front lines.   There’s a reason large retailers with multiple locations continue to struggle with customer service. Hint: You cannot solve this with another meeting in the corporate office. TODAY’S LESSON: Those closest to the customer have all the answers; and they’re just waiting for someone to care enough(…)






More

Steve’s Memes: Crap Rolls Down Hill






Today’s Lesson: If your team hates your company, they’ll hate your customers.   Years ago, I wholesaled products to a miserable company that was universally hated by customers and vendors alike. I didn’t understand why until I watched a miserable regional VP berate a miserable store manager in front of his miserable subordinates. As soon as the miserable VP(…)






More

Steve’s Memes: Manage the Activities






Today’s Lesson: Focusing only on results ensures your team will shortcut your processes   If you live in a process-driven culture, you don’t need to focus so much attention on the end product or even the bottom line. TODAY’S LESSON: Manage the activities and the results will come.  






More

Steve’s Memes: Real Customer Service






Today’s Lesson: Great Customer Service Means Never Having To Say You’re Sorry   Some managers are experts at “customer service” … they love putting out fires. Today’s Lesson: Real customer service is never having fires in the first place.  






More

Steve’s Memes: Inspect What You Expect?






Today’s Lesson: Stop Tolerating Mediocrity   “Inspect What You Expect” is a true, but wholly worthless adage. Why? Because bad leaders are the ones who most need to heed this advice; yet bad leaders NEVER INSPECT ANYTHING! (No matter how many motivational posters you have hanging around to remind them.) TODAY’S LESSON: Your team will(…)






More

Do NOT follow this link or you will be banned from the site!