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The Official Newsletter of ThankingCustomers.com 'Leading Experiences Through Daily Operations' Note: If you would like to view this E-Newsletter directly on the Web http://thankingcustomers.com/Newsletter_Feb2006.htm 'It is difficult for people to stay absorbed in any activity unless they get timely online information about how well they are doing. Feedback may come from colleagues or supervisors but preferably the activity itself will provide the feedback. The ability to give objective feedback to oneself is in fact the mark of the expert. -- Mihaly Csikszentmihalyi, Good Business February 21, 2006 New possibilities to deepen your skills, enjoyment, relationships, and recognition that give our lives true meaning. We hope that ThankingCustomers.com will continue to be a valuable and inspiring resource for you on your journey. Here is the question and recognition challenge which you'll find in this issue of 'Frontline Leadership' CONTENTS Announcing a Free Basic Frontline Leadership Course Six-Principles of Frontline Leadership to Motivate-Inspire- Involve any Group or Team 'Frontline Leadership' Educational Practice Difference between Customer Service and Customer Focus
WELCOME TO 'FRONTLINE LEADERSHIP', a newsletter dedicated to helping those team leaders and managers on the frontlines of daily operations lead experiences and relationships to compliment their existing managerial activities. Currently most every enterprise manages relationships but what is needed are ways to also lead those workplace relationships and experiences. Our research suggests there are three key areas within the enterprise that this takes place. Those are between associates and 1) Customers, 2) Fellow associates, and 3) Partners (both internal and external). Team leaders must be aware of all three areas for associates to get the all-important feedback from the daily activities themselves. Click here to take an Archived tour of what leading relationships is about.
Announcing a Free Basic Frontline Leadership Course Now anyone (if they want to) can develop a career skill for winning the hearts and minds of members with any group or team (educational, religious, community, civic, or workplace). Get your unique Free Course, the 5-step 'Reavis Tutorials for Frontline Leadership' (Read the Introduction first). For more course details including a glossary you may view the Introduction first. You will also receive a 20% discount on the Enterprise eHandbook "Propel Frontline Leaders" which is our 'how-to' initiate the practice within a company or organization. Six-Principles of Frontline Leadership to Motivate-Inspire- Involve any Group or Team Six principles for winning the hearts and minds of members of any group or team:
Leading these principles using the practice's process of five daily activities respectively:
These six principles hold true in regardless of whether you are managing or leading http://thankingcustomers.com/principles.html 'Frontline Leadership' Educational Practice If you would like to keep everyone in your group involved and self-motivated you have come to the right place. A process of 5 actions, based on a 'best practice' of over a half-century, for the people-part of daily activities to continue learning, focus, and commitments. For any group or team leader whether it is in school, church, civic, community, or workplace. In February 2005 George Reavis initiated the ThankingCustomers.com Frontline Leadership Educational Program. The express purpose is to help anyone who either currently is or plans to lead a group of people toward a common goal. Providing them with a practice to lead the people-part of daily activities. Leading the involvement and self-motivation of associates to compliment and continue, not change, their procedural activities. George defines six principles for frontline leadership and a process of five actions a frontline leader can practice to achieve those principles. http://thankingcustomers.com/education.html Customer Service and Customer Focus Initially a manager or team leader must execute individual activities or operations but building customer loyalty requires long-term relationships with customers. This requires leadership to be situational. View a larger assessment at http://thankingcustomers.com/customerservice.html 'If you give a team member customer feedback, you focus them for a day. If you teach a team member how to ask for customer feedback, you focus them for a lifetime!' DISCLAIMER: The principles, practices and coaching tips shared have been effectively used by ourselves and our clients. It is your responsibility as a reader to review the tips with your attorney and accountant in case implementing any of the tips might impact personnel, legal or financial practice issues. *All the links in this newsletter are available in .pdf file format (Acrobat Reader) upon request from mailto:george@thankingcustomers.com
2003-2006
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Frontline
Leadership can be learned!