Category Archives: Competitive Advantage

Your Aging Workforce Is Your Competitive Advantage

brian smith-pld, Coaching, Competitive Advantage, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Professional development, Reformed Control Freak, Self-Help, Soft-Skills Training, Teacher, Uncategorized • Tags: , , , ,

Would it surprise you to learn that the fastest growing segment of today’s workforce is not Millenials or Gen Z—it’s Boomers? According to Gallup, that demographic is growing at 10,000 per day. Is 70 the new 60? People are living productive lives in conditions that would have curtailed their productivity and lifestyles decades ago. You are letting your most experienced employees leave, or worse, getting hired by your competition. Why not encourage them to stay, even in a part-time capacity, instead of ushering them out the door. If they are still mentally and physically capable of doing the job, have them mentor or train your new hires who may need to gain experience or know-how. Your aging workforce is your competitive advantage.

‘Intellectual capital is the sum of everything everybody in a company knows, giving it a competitive edge. Tap into the experience of an older generation.’ – Stewart.

Everything we choose to do alters our brains, fundamentally changing who we are, a process that continues until we die. Malcolm Knowles, an influential contemporary figure in adult education, believes that adults can learn new things given the correct set of circumstances and in an environment that they think is conducive to learning.

Knowles recommends applying these five adult learning principles to create a learning environment.

  1. Adults learn when they understand why something is important to know or do. Make sure everyone understands the ‘why’ in what you are trying to teach them.
  2. Adults can learn when they are free to learn in their own way. Incorporate all of the senses in your approach to ensure learning has occurred. Visual, auditory, or kinesthetic, everyone has a preferred learning style.
  3. Adults like to link new knowledge to past experiences. Any activity that gets them involved makes the learning experiential.
  4. Adults learn when the time is right for them to learn. Adults only want to understand what they need to know and when they need to know it.
  5. Adults will learn if the process and environment are positive and encouraging. Be their biggest fan. Praise their performance and give them your sincere encouragement.

‘Experience is never limited, and it’s never complete; it is an immense sensibility, a kind of spider-web suspended in the chamber of our consciousness and catching every air-borne particle in its tissue.’ – Henry James.

We must overcome the myth that older workers can’t innovate. They can form new networks in their brains whenever they pursue new interests and activities. Cognitive learning theorizes that we can boost our brain’s cognitive performance. Your aging workforce is your competitive advantage.

We aren’t born knowing how to teach others what they need to know, but our leadership development programs will train you how. Contact Brian for details.

Copyright 2024. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. This article was written without AI assistance. Are you searching for a training provider for you or your management team. To learn more about Brian and what we can do for you and your organization, visit our website, https;//briansmithpld.com

But We’ve Always Done It This Way Isn’t An Option

brian smith-pld, Coaching, Competitive Advantage, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Professional development, Reformed Control Freak, Self-Help, Teacher, Uncategorized • Tags: , , , ,

But we’ve always done it this way. How many times have you heard someone say that famous line? You’ve properly heard it so many times that you’ve lost count. Just because you’ve always done it that way – doesn’t necessarily mean you should keep doing it that way. In today’s fast-paced business environment, you’ll be left behind if you don’t keep pace with all those changes swirling around you. Change is constant – how you and your team adapt is optional. You need to get on board so you don’t get left behind when the train leaves the station.

Worth Remembering – The secret of change is to focus all of your energy not on fighting the old but on building the new. – Socrates.

If you could implement changes, what would you want to stop doing, keep doing or start doing?

Stop Doing – When was the last time you reviewed your processes. Why do you do what you do, and how do you do it. Are they value-added or no longer serving you? Ask everyone on your team and solicit their input.

Keep Doing – When was the last time you reviewed your processes to ensure that what you are doing is still getting the results worth getting. Are they value-added or no longer serving you? Ask everyone on your team and solicit their input.

Start Doing – When was the last time you reviewed your processes to find a better, more efficient, cost-effective way of doing what you’re doing. Are there new technologies that other organizations use that add value and will serve you better? In my college professor days, I called those best practices.

Worth Remembering – An organization’s ability to learn and rapidly translate that learning into action is the ultimate competitive advantage. – Jack Welch.

The business environment is constantly changing. Technology is changing. Team members change. Management changes. Leadership changes. Ownership changes and organizations need to change, too. The problem isn’t change because change will happen with or without you. The problem is our inability to cope with those changes. You and your team must adapt and change with the times. You must get on board, or you will be left at the station when the train pulls away. But we’ve always done it this way isn’t an option.

Copyright 2024. Brian Smith – Power Link Dynamics. Brian Smith wrote this article without AI assistance. Not to be reproduced without permission.

Call To Action – We all manage change differently. Inquire about our DISC Strategies training program to help yourself or your team adapt to the change. Contact Brian to learn how.

How To Lead Your Team Through Change

brian smith-pld, Coaching, Competitive Advantage, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Personality Types, Professional development, Reformed Control Freak, Soft-Skills Training, Teacher, Uncategorized • Tags: , , , , , ,

Change is often inevitable when changes are made under new management, mergers, hostile takeovers or acquisitions. Change can be disruptive. Some people adapt well to change – some tolerate it – while others dislike it and try to ignore it or hide their heads in the sand. The announcement that changes are going to take place is the easy part; it makes your organization look bold and forward-thinking. However, implementing those changes is complicated because no matter the reasons for making those changes, there will always be resentment and resistance, especially when the changes require a new way of working or painful budget cuts.

‘Every change forces all companies in an industry to adapt their strategies to that change.” – Bill Gates.

We adopt a particular style – a particular way of behaving at a very young age which heavily influences how we react to change. Having everyone on your team score a DISC Behavioural Assessment may give you valuable insight into how each team member might react to those changes. You can use that understanding to make the transition smoother and help lead your team through change.

Here are some general characteristics of each DISC style based on Dr. William Marston’s research.

D – Dominant. They may resist change if it threatens their authority and might become aggressive and demanding when faced with uncertainty. To help D cope with change, provide clear direction and feedback and recognize their ability to lead others.

I – Interpersonal. They may resist change if it disrupts their relationships or routines and may become emotional and opinionated when faced with stress or conflict. To help I cope with change, provide support and empathy and address their concerns.

S – Steadiness. They may resist change if it challenges their logic and security and may become cautious and rigid and resist new ideas for fear of failure. To help S cope with change, explain the reasons behind those changes and how they will benefit them and the team, and offer your support.

C – Conscientious. They may resist change if it goes against their standards and values and may become pessimistic and distant when faced with failure or disappointment. To help C cope with change, acknowledge the difficulties and offer guidance and resources.

‘Your success in life isn’t based on your ability to simply change. It is based on your ability to change faster than your competition, customers and business.’ – Mark Sanborn.

Remember, these are just general tendencies; not everyone on your team will fit into one neat little package. We are a blend of all four DISC styles and may react differently depending on the situation. The best way to lead your team through change is to be open-minded, flexible and communicative and understand how each person handles change.

Copyright 2023. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. To learn more about DISC and how it can help you manage and lead others more effectively, contact Brian at – brian@briansmithpld.com. or visit – https;//briansmithpld.com.

The Seven Principles of Delivering Exceptional Customer Service

brian smith-pld, Competitive Advantage, Customer Service, Dealing with Difficult People, Entrepreneurship, Leadership Development, Management, Management Training, Mentorship, Personal Development, Professional development, Reformed Control Freak, Self-Help, small business owner, Soft-Skills Training, Teacher, Uncategorized

Your advertising and traditional marketing campaigns based on the Four P’s (Product, Price, Promotion and Place) are no longer considered a strategic advantage. Some businesses refer to their customers as guests or clients and try to reinvent themselves by adding non-traditional product lines to maintain or grow market share. However, adopting the seven principles of delivering exceptional customer service is the only advantage you have left to set yourself apart from your competition.

‘A business absolutely devoted to delivering customer service will have only one worry about profits. They will be embarrassingly high.’ – Henry Ford.

If you want an advantage over your competition, then you need to adopt the seven principles of delivering exceptional customer service.

F – Friendly – Smile, say hello and make eye contact. Build those all-important relationships. People like to do business with people they like and with companies that make them feel wanted.

O – Observant – Learn to recognize customers who want help and those who don’t. Ask open-ended questions. Customers know what they want, but if they have never done the task or that repair before, they don’t know what they need.

C – Competent – Don’t make stuff up. Trust me, your customer has already done the research; they want to know what you know about the products and services you provide. If you don’t know the answers to their questions, then find out or get someone who does.

U – Understanding – Be empathetic.. See things from your customer’s point of view – especially when dealing with an angry and upset customer. Don’t waste your customer’s time reciting company policy. Find out what the customer wants to resolve the situation. If you don’t have the authority to grant it, get someone who does.

S – Sincere – If you genuinely want to help your customers, it will show in the way you communicate and interact with them. You communicate 93% of the time non-verbally. You are speaking volumes, and you haven’t said a word. Your actions and words must be congruent, or your customer will believe the non-verbal as being more accurate.

E – Energized – Be enthusiastic; act like you want to be there. Approach your customers instead of leaning on the counter, talking to your co-workers or spending too much time on your phone. Give customers your undivided attention.

D – Dependable – Whatever you said you would do, do it. Your word must be your bond. Customers need to trust what you say. If they can’t trust your word – they won’t trust you at all.

“To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Douglas Adams.

Providing exceptional customer service is not that difficult. All you have to be is better than your competitors. Based on what customers say about the current level of service or lack thereof, that won’t be difficult if you apply the seven principles of delivering exceptional customer service.

Copyright (c) 2023. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. To learn more about Brian and our Let’s Get FOCUSED (c) on Customers – The Seven Principles of Delivering Exceptional Customer Service workshop, contact Brian at – brian@briansmithpld.com or visit our website – https://briansmithpld.com