Here are my notes from Customer Mania: It’s Never Too Late to Build a Customer Focused Company by Ken Blanchard.
Keep people well informed and let them use their brains (example: restaurant staff understanding the profit margin is only 5-10%)
Casting a Compelling Vision
- Disney said he was in the “happiness business.”
- Picture of the future. “keep our guests smiling”
- Disney – safety, courtesy, the show, efficiency. These were ranked in priority and all employees knew it.
- Culture – shared system of what is meaningful.
When casting vision, be a 3rd grade teacher – say it over and over until they get it right.
Listen – defending what you have done will irritate people. Help them understand. Leaders are responsive to the needs of people.
Creating Customer Maniacs…recruit and hire, train and develop, performance management, career development. Hire for character, train for competence.
Do role plays in interviews. Good people love to be tested. Nobody says “we lost some of our best losers last year, so let’s go out and replace them.” A coaches job is to help stars shine and help team wins. Good coaches are not figureheads, they are nearby. Coaches are not successful if their teams are not successful.
Anybody can coach anybody – it’s not limited to top-level leaders.
Effictive leadership requires good systems. People who seem to always remember birthdays have a system for reminding them 10 days out to send a card. Effective systems always include accountability (people knowing what they are being asked to do – where to focus their energy), information (what the goal looks like) , feedback (how well they are doing), training (redirection), and recognition (catch them doing good).
Praise progress – it’s a moving target.
“How many of you are sick and tired of all the compliments you get at work?” Recognition is a universal need – people everywhere want to be appreciated. Find reasons to celebrate achievements. Recognition is your secret weapon as a leader.
We believe in people, trust in positive intentions, and encourage ideas from everyone.