There are 5 practices that extraordinary leaders follow. One of the practices is: Model the Way.
Modeling the way helps leaders to do two very important things:
- Clarify values and help each person find their voice and affirm shared ideals.
- Set the example by aligning actions with shared values.
One of the sure fire ways to Model the Way as a leader is to align your personal values with your activities in the workforce. In this blog, we will dig into putting your values into action with one specific value example that may or may not be important to your organization. Let’s pretend that “Excellence in Customer Service” is a value that you’ve identified as a critical aspect of your business.
Here are 6 tips on how you can show this particular value in your personal actions as a leader:
- Calendar: Challenge yourself. You, as a leader, should proactively be on the frontlines. Here is an example: Answer the phones for one hour once a month and/or personally visit clients once a week.
- Incidents: When a customer service related incident happens, this is the biggest opportunity for growth. The next time there is a customer service related disruption; take on a frontline job to demonstrate to your employees that the customer must come first.
- Stories: Storytelling is a valuable opportunity for growth. Try to begin every staff meeting with customer stories, both successes and opportunities for improvement.
- Survey: Are you keeping a finger on the pulse on the satisfaction level of your customer base? Try conducting a customer satisfaction survey that comes directly from you.
- Measure: There are key leading indicators of your organization’s customer service success. Leading indicators are measures of potential future results. For example: the amount of client touches your organization does on a regular basis is a leading indicator. Whatever you discover your leading indicators are, make them the company’s key measures of success.
- Rewards: How do you reward your frontline for meeting “Excellence in Customer Service”? Take a long look at your rewards as they pertain to customers and make sure they are aligned with service vs. quantity or revenue only.
If you align your everyday actions with your key values your team will surely notice and follow your example.
Questions about aligning your everyday actions with your key values? Email me: email@example.com