Showing posts with label staff. Show all posts
Showing posts with label staff. Show all posts

Monday, June 20, 2011

Leading With Experience

Does experience matter? Surely it does, provided you learn from your experience – mistakes included. Too often, older staff mistake years of work in the company as experience. Unfortunately, they do not equate; staff do fly under the radar and only do the necessary for years! Staff who have been retrenched tend to be resentful of younger staff, who join the company at higher and stringent entry levels. Being highly educated, skillful and tech-savvy, is the norm today for employment.

Re-hiring retired staff can be a useful approach, when these were your best performers. If you are able to download the tacit wisdom and experiences of valued staff, you may be able to transfer this body of knowledge across to the next generation of staff. Mentors, executive coaches and in-house trainers can found in both retired and retiring staff. To carelessly lose these staff would be to waste away years of valuable expertise and exposure. For example, you can rehire your top salespeople as a selling coach, so as to initiate new sales engineers into the industry. You benefit from marrying the ‘know-how’ with the ‘know-who’.

B K Liew was the coach for yesterday’s morning run session; this was second and final part of the series of free preparatory clinics for runners in the brand-new Marina21K Run (23 July). He has completed several Ironman triathlons, ran across the Gobi Desert, and done numerous ultra-marathons and adventure races – all in all, he is very experienced about taking on new physical adventures for solo or team expeditions. He covered in clear detail pre-race preparations, including how to train with periodisation. Periodisation is about cleverly training progressively to make incremental gains in one’s physical fitness. Essentially, you deliberately increase mileage and intensity, yet are mindful of periods of lower intensity, and time for rest and recovery. You cannot increase distance and intensity indefinitely without incurring injury and meeting a plateau in your performance.

Leadership Lessons: How do you retain talent within your company? How do you value experience? How do you recognize the mature worker? How do you engage your staff performance with periodisation? How often do you conduct face-to-face, one-on-one, conversations with your staff?

Friday, November 26, 2010

Your Customers’ Experiences Matter

‘The customer can fire anybody, including me.’ ~ SAM WALTON, Founder, Wal-Mart.

Upset a customer, and you lose a customer. Upset many customers, and risk losing your business.

Read about Virgin Group’s Sir Richard Branson blog about customer service here. By the way, the 60-year-old Chairman ran his first marathon this year in 5:02, mentored and accompanied by world-record holder, Tegla LaRoupe.
Internal customers are your colleagues. Your infernal customers can also be your colleagues. Most staff are skillful at playing dysfunctional dynamics – Blamer, Victim and Rescuers – the basis of office politics. This is an annoying and vicious cycle that propagates and perpetrates unhealthy propositions, wasteful energies, and negative emotional responses. These downfallen relationships sap us of our earthy goodness and humanity.

In the past year, you read it here about Branded Customer Experiences (BCE), a term suggested by Reeves Lim Leong of INGENS. About 16 years ago, Gary Yardley and Jan Kelly (co-creators of the Experience Orientated Management technology) predicted that in the future three things will truly matter: Relationships, Potential and Experiences. This also strongly applies to managers who wish to lead into a future of successful business, loyalty at work, and worthwhile employee experiences.

Consumer experiences matter, or they will continue to consider shopping online. We know who we are! Retailers should awake from the slumber of the last decade and focus on the sunrise of the next decade. This also applies to educational institutions, banking institutions, event organizers, hospitality, and airlines. With the capabilities afforded by Social Media 2.0 and Personal Branding, both positive and negative word-of-mouth influence can impact your fanciest, cleverest, copy-written advertisement. Give it time – you will be revealed!

Do your customers return to your bicycle shop to hang out because they enjoy the atmosphere?
Do you respond to online feedback and change the format of your races?
Do you consider a wider demographic that is more family-friendly?
Is your special deal really ‘special’ or a ploy?
Do the students you coach stay as students, and extend their invitation to their friends?
Does your recommendation and critique hold weight, or it is just a superficial judgement?
Are you representing your brands well?
Do your best staff stay?

Caveat emptor! Do more good. Be better!

Photo-credit: Richard Branson, courtesy of Virgin.com