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_Jul2006.htm July 20, 2006 "There are no leaders, only leadership. Leadership is situational, less a personal quality than specific to a situation." --Richard Farson, Management of the Absurd-Paradoxes in Leadership GO We believe this quote is a very valuable lesson for frontline managers and team leaders! CONTENTS Leading the Three Conditions/Beliefs for Action
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. Leading relationships resolves the feelings for managers of being caught-in-the-middle between needing to lead the actions of team members and manage the programs of the enterprise. We call it CRL (Customer Relationship Leadership)- incorporating practices, or activities, to build long-term customer focus, learning, and commitments.
Read the "big idea". No, not a new idea. Rather an old idea brought back new. The missing link in leadership for the past fifty years!
Leading the Three Conditions/Beliefs for Action Frontline managers and team leaders must lead three conditions and beliefs from experiences to build long-term accountability for actions in daily operations. These are 1) awareness, 2) understanding, and 3) ownership
"Experiences = Passion, Story, Adventure, Focus, Smile, Plot, and Reason for being" says Tom Peters in his newly released book Re-Imagine Enterprises manage experiences and relationships from the top with programs and procedures. This is critical for structure and discipline. "Propel Frontline Leaders" practice provides activities for frontline managers and team leaders to compliment and continue these programs by also leading experiences in daily operations. Not only allowing them to be much more effective by building long-term customer focus, learning, and commitments but making their jobs easier through gaining the cooperation and involvement of associates.
George Reavis is a Practitioner. He has spent over thirty years as a team member, manager, supervisor, entrepreneur, supplier, and customer-focus advocate. Taught this “best practice” by a mentor who used it as a tool/skill to lead an enterprise from one to almost two thousand operating units over a span of forty years. George is founder of http://ThankingCustomers.com , a website dedicated to helping lead relationships for those delivering services and products in daily operations. His viewpoint is from a front-line manager/supervisor’s perspective - addressing their needs and helping with user-centered approaches for the enterprise. He may be reached by email at mailto:george@thankingcustomers.com
"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 practices issues. *All the links in this newsletter are available in .pdf file format (Acrobat Reader) upon request from mailto:george@thankingcustomers.com
2006
© George Reavis - george@thankingcustomers.com |