Keith Lee Business Systems
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You only have once chance to make a first impression. If you really believe that customer, patient, client or member Customer Service is critical to your success you need to make sure the very first thing every new employee hears about is your extraordinary Customer Service Expectations.
Here's how my clients do that. Within the first 15 minutes on the job the new team members sits down with their manager and watches our 30 minute welcome video. If you watch nothing else watch the first 30 second. It shows that new team member just how important customer service is in your business.
Do you think this training would help you new employee understand your exceptional customer service expectation? Would it help WOW customers so they come back time and time again and tell their friends and family about you?
10/04/2019
YOU MUST MANAGE THE 5-PERCENTORS
If you look at any organization, you’ll find about 5% of the people are self-starters. They are self-motivated. They join the organization and management says “Go in that direction,” and they go in that direction. They plan, they organize, they motivate themselves, they control their activities, and they go in that direction. They do a super job.
The 5-percentor is often selected to move into management. You are likely a 5-percentor.
When 5-percentors move into management they’re told they have to coach, motivate, train and develop people; and their automatic response is… “No one had to watch me. No one had to tell me how to do it. I just did it.”
They don’t understand that they are managing 95-percentors. The 95-percentors are good people, but they need coaching, leadership, development, and follow-through. The key is that the manager has to understand this, and understand that he is more than a manager, or a director. The manager needs to be a trainer, coach, facilitator, developer, motivator, counselor, and administrator.
With that said, it’s critical to understand that all development is self-development. You cannot develop another person. You cannot motivate another person. You can create an environment in which they motivate themselves. You can facilitate their development, and as you facilitate their development you have to know that you cannot be the know-it-all guru. Managers who believe they have to be the know-it-all guru do not develop people.
You want your team to use their creativity. You want to empower them. You want them to come up with ideas. You teach them the process that leads to the objectives you want. Once they’ve proved to you that they can get the results, it’s time to turn the process over to them.
You may be like a lot of business owners who were 5-percentors. Because of your work ethic and knowledge, you became dissatisfied working for someone else and decided to start your own business.
Many business owners are very successful entrepreneurs until the management systems they learned at their old job catch up to them and creates similar frustrations in their own business… But now, it all comes down on you.
Discover how to easily get 5-percentors helping you to improve your business every day in my book, How to Control Your Business and Your Life.
Click here to get the book for free.
http://howtocontrolyourbusiness.com/
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