How do you react to a “verbal punch” from an unhappy customer? Do you take it personally and try to “win the fight?” Or do you see it as an opportunity to win back the customer?
Can You Take a Punch?
Walking In Your Customer’s Shoes
The key message in this article is “to experience all you can from the customer’s perspective.” When was the last time you contacted your Call Center as an outsider? What rating would you give such experience?
Creating a Culture of Excellence The Go-Giver Way
Would you like to be recognized as a person who creates a culture of excellence within and outside your organization? In Part 1 of my five-part series, I will provide suggestions that you can start adopting right away to promote excellence at work.
I will build on the content from “The Go-Giver” book series written by Bob Burg and John David Mann, as well as my nearly four decades of international corporate experience, first as an executive and now as a coach.
In two previous issues (March 2019 and May 2019), I introduced The Go-Giver philosophy (always aim to add value to others) and “The Five Laws of Stratospheric Success” displayed by people with a Go-Giver mindset.
Today we will start with The Law of Value: Your true worth is determined by how much more you give in value than you take in payment.
Your “value” is the relative worth you add to the organization, both in the mind of your boss and in the experience of the people with whom you interact (both internally and externally), which includes your customers.
Your “payment” is the salary and benefits you receive.
What The Law of Value suggests is that you strive to exceed expectations, both inside the organization (with your boss and internal stakeholders), as well as with your external customers. You aim to become the “go-to” person when there is an internal need for someone “special.” You could be the person who works well with people from other teams, who consistently delivers despite potential drawbacks, who can expertly navigate the internal bureaucracy, or whatever other unique or outstanding capability or competence you may have.
By giving exceptional value to others, you will be contributing to building a culture of excellence in your company, no matter where you stand in the organization chart. You will also earn a name for yourself. In fact, in times of cost savings and head-count reductions, you could be the talent others seek, rather than being on the list of people who could be leaving the organization.
Contact me if you wish to learn more and explore how you, your team, or your organization can adopt The Go-Giver mindset and enjoy extraordinary results.
Percy M. Cannon
Managers, Know When to Stop Talking and Start Listening
This article offers a simple yet powerful suggestion: ask questions. This will automatically put you in a listening mode, which means you will be doing less talking.
As with all habits, it may not be easy to make the switch. One suggestion I give in my coaching programs is to ask somebody they trust to help them adopt this new habit by remind them during meetings.
The 5 Qualities Needed to Be a Really Great Manager
If you are a manager and wish to improve the performance of your direct reports, read the attached article. Very good tips.
And if you manage managers, I suggest you do something that I didn’t find in this article: hold your managers accountable for their role of managing their people. How? Assign a high priority to their people management history when being considered for a promotion.
As Lou Gerstner from IBM used to say: “Inspect what you expect.”
How to Plan Your Own Networking Event (and Invite the Right People)
Four good suggestions on how to plan your own networking event. I found them applicable regardless of whether you are an entrepreneur, professional or company employee.
I particularly found the first suggestion very useful and practical: determine the size of the audience upfront.
Recruiting & What Never Changes: Hiring Managers
If you hold a manager role, this article is a good reminder of the importance that should be placed on the quality of the hiring process within your team. The article provides four areas to check for potential improvements.
The Customer Is Angry – And, It’s Not Your Fault
It may not be your fault, but it is your opportunity to listen, show empathy and try to turn a negative experience into a positive one.
What Good Feedback Really Looks Like
The attached write-up is an interesting analysis of areas of agreement and disagreement with an original Harvard Business Review article on a hot topic: feedback.
If feedback is an area of interest for you, you may benefit from reading both articles, comparing their opinions, and drawing your own conclusions.
I want to share my personal experience about receiving feedback from my boss more than three decades ago, when I was just getting started in the corporate world. I had been asked to complete an analysis on three competitive brands. I finished the work for two and missed the deadline for the largest competitor. The feedback I received from my boss was clear, useful and highly memorable: I should have worked on the most important things first, and should have warned him ahead of time if I had anticipated to miss the deadline.
I also learned how this type of feedback became be a great way to help people who reported to me later on when I became a manager.
Do you want to share your feedback experience?
How to Give Exceptional Value to Others
How often have you run into people who seem to have the mindset of “I” or “me” first? Their attitude is mostly “take, take, and take” and “what’s in it for me?” Do you enjoy doing business with these “Go-Takers”?
Wouldn’t you rather work with people who have shifted their focus from taking to giving, who are constantly and consistently providing value to others, and who are also driven by the mindset of “what’s in it for them?” but,, in their case, “them” is whomever they are interacting with. We call these people “Go-Givers.”
Is it naive to think and act as a Go-Giver? Not at all. Following are three areas in which the Go-Giver mindset can help you improve at work and in your personal life:
- Leadership: What do you have to offer as a leader? Is your aim to have people work for you and achieve your business and career goals? Or is it to work with them, add value to their professional growth and help them achieve their goals?
- Sales: Which comes first—creating value for others or making the sale? You can control the former but not so much the latter. Aspire to only intensify your efforts to create value for others. Seek to serve and look for ways to create value and trust, and the time to harvest will come—sometimes at moments and from places you least expect.
- Influence: Do you influence by talking (and even mandating) what you consider important, or by listening to what’s significant to other people before making a decision? Is there an opportunity to let go of having to be right?
These are just some of the practical applications you can learn from the “Go-Giver” book series written by Bob Burg and John David Mann.
Giving exceptional value to others will help you enjoy extraordinary results in your professional and personal roles.
Just recently I was honored to become a Certified Go-Giver Coach and Speaker. Contact me if you wish to learn more and explore how you, your team, or your organization can adopt the Go-Giver mindset and enjoy extraordinary results.
Percy M. Cannon