Showing posts with label leadership. Show all posts
Showing posts with label leadership. Show all posts

Monday, 24 February 2014

That'll learn you


Self development, or "sharpening the saw" as famously termed by Stephen Covey, has long been something I value and invest in.  I left school with a handful of O-levels and worked for a year before entering military service. At the time, further and higher education did not hold the same appeal as getting a job and earning a wage.  It was later in my early twenties that I started to understand the opportunities that education offered, and the difference a tutor with true passion for their subject could make to the learning experience of their students.

Fast forward ten years and I held a fistful of qualifications including a degree, though I realised that the qualifications were a by product of the experience of building my knowledge and skills.  As individuals we learn and absorb information in various ways - I knew from a young age that video assisted my learning; having procrastinated my reading of To Kill a Mocking Bird, I must confess that I was aided in my preparation for an exam by watching the film adaptation featuring Gregory Peck.

 Reading is a daily habit for many of us and I have just completed (my first read through) of some 'must read' business books given to me as Christmas gifts.  I have also been exploring new (to me) network opportunities and attending some very interesting seminars and talks.  It was at such an event (on the future of leadership) that I was reminded that the best way to develop your learning of a subject is to teach it. 

Try it!
Just the preparation of a short training session is enough to get you thinking creatively about the material; the ways you will deliver the content; and the questions you may have to respond to.  Rather than wait for the opportunity to arise you could video yourself delivering a presentation; create a podcast or write a helpful blog post. 

You'll be amazed at how the process of sharing your knowledge embeds that learning and builds on your expertise - it might prompt you to do a bit of research to refresh your content or you may choose to weave in a case study or useful example to your presentation.  Currently I'm benefitting from preparing a sales presentation and negotiation course.

Learning is a lifetime activity and finding a subject you can passionately share and inspire in others is a gratifying reward, and if you are looking for your own inspiration, then check out some seminars and talks near you - with the right 'teacher' you'll be pleasantly surprised how much you can retain and hopefully share later with others.

 
P.S. If you are interested in discovering what I've been reading recently, drop me a line at john@vector-resources.co.uk

Wednesday, 9 October 2013

From good to mediocre


I'm concerned about the potential decline of good customer service and customer experience.  It seems to me that mediocrity is becoming the new 'good' and I shudder to think what is now considered satisfactory.  Maybe it's my age or a generation thing; I'm sure my parent's generation said the same things in the past and probably still do.  However this is an important point and our routine experiences as customers appear to be getting worse. 

In some instances we almost applaud sales people who make eye contact and say hello, and continue to pay us attention throughout our interaction with them - surely this should be the base standard, yet its regularity is diminishing.  Is good customer service one American export that doesn't travel well?

One sector that stands out for me is retail; in particular supermarkets.  They have spent millions improving their product lines, rolling out online shopping, training staff to be extra helpful whilst you are shopping, and attracting talent to lead them.  I acknowledge that they do invest in their staff and their training - however training on its own is simply not enough.  Mary Kay suggested that every customer has a sign around their neck saying "make me feel important" - yet this seems far from how many treat us.

Whether it's the check out assistant who continues their conversation with a colleague whilst choosing the minimal amount of words to complete my transaction, or the sales person who disregards the answer I just shared and continues to try to close the sale using the same points like a mantra - we must expect and demand better.  If you are a retailer or a B2B sales person, surely demonstrating excellence in what you do must be an overriding goal, and something you would be proud of?

Maybe we need champions or managers to lead by example, or for business owners to clearly define their expectations and describe the desired customer experience - and importantly praise staff that they catch doing it right. There are so many things that we can do to make the experience for our customers memorable, and many actions carry no cost other than a bit of thought, effort and sincerity.  As my Nan used to say manners cost nothing, yet their value can mean a lot.



John is a Director of Vector Resources Limited and helps businesses increase sales and improve sales performance.  Find out more at www.vector-resources.co.uk