Gaining and keeping the commitment of those on the front-line, taking care of customers, is a complex issue requiring the presence of many other factors - a good number of them "soft"! Sure you need involvement, participation, attention, opportunity, interest, trust, communication, leadership, and more. A daunting task? "How", as a team/group leader, do you begin?
First accept that it is a journey, not a project or system with deadlines and objectives. Second, it is about people and, thus, relationships/experiences. What will the never-ending journey look like?
- It will most certainly be an activity, which means action!
- Those providing services and products to customers must feel appreciated.
- As sense of purpose to create focus and reason for everyone's efforts.
- Also there will be learning experiences - learn "how" by doing (implies mistakes and failure which are a part of the learning process).
- There will be feedback which will answer the question "How are we doing?" for everyone.
- Intentions will be demonstrated not only to customers but also fellow associates and partners alike. Intentions become important in maintaining commitments.
- Support will be present to provide resources and the "what" for guidance.
- "Asking" must be present to continue the activity, get the feedback, challenge the experiences, and create ownership of the "what". There is an operational difference between leading relationships for commitment and managing relationships (through programs and procedures) for empowerment.
- There must be celebration to acknowledge the wins
- Recognition must be a part of the activity and experiences to foster relationships.
- Must have accountability to provide results. Accountability for actions, but with a foundation of experiences fostering beliefs which precipitate those actions.
Thankingcustomers.com can help with an activity for leading relationships in daily operations. Most relationships are managed as a part of the programs and procedures which provide structure to the organization. Leading relationships compliments that management and provides follow-through. Leading relationships makes a front-line managers job easier as they must simultaneously manage the needs of the enterprise and involve, motivate, and gain commitment of team members, customers, and other teams on a daily basis.
Point: One can be reliable in attending to something, without being committed to it. To be committed to something is more a matter of the heart, soul and affection.
We believe to be able to gain commitments from others you must also understand how-to make commitments. Lead by example! Read this short article from Fernando Flores which spells out the basics in business terms.
How to Make Commitments
The only action is through conversation. Promises count. Learn how to keep the ones you make. http://www.fastcompany.com/online/21/commitments.html#
