February 8, 2022

We Need Leaders Who We Can Trust & Believe In

brian smith-pld, Coaching, Customer Service, Enduring Principles, Entrepreneurship, Ethics, Leadership Development, Management, Mentorship, Personal Development, Personal Values, Professional development, Reformed Control Freak, Self-Help, small business owner, Teacher, Uncategorized

What does it say about the world we live in when we question the honesty and integrity of the people in leadership positions both in government and the private sector? What does it say about the world we live in when governments need to pass laws requiring Chief Executive Officers and Chief Financial Officers of Corporations to sign off on their company’s financial results? And if found to be false, they can face criminal prosecution. Now – more than ever, we need leaders who we can trust and believe in.

Worth Remembering … “Leaders walk their talk; in true leaders, there is no gap between the theories they espouse, and their practice.” – Warren Bennis

What does it say about a leader if they behave one way in public and behave a different way behind closed doors? Does that mean there are two kinds of ethics: business and personal? If there are two kinds of ethics, does that mean it’s ok to lie, cheat and con your customers and employees, but not your family and friends? At times, it must get confusing for leaders to remember what hat they’re supposed to be wearing.

Worth Remembering … “In organizations where people trust and believe in each other, they don’t get into regulating and coercing behaviours. They don’t need a policy for every mistake. People in these trusting environments respond with enormous commitment and creativity.” – Walter Wriston.

What are ethical or unethical behaviours? How should a true leader behave? True leaders keep their word and honour their commitments. True leaders don’t just promise to stick up for people and have their back – they do it. True leaders don’t just preach fairness; they practice it. And they don’t just counsel others about honesty and integrity; they live it every day, both in public and behind closed doors. What they say and their actions are congruent. They are the same. You can’t be ethical some of the time – you must be ethical all the time. You can’t be ethical at home and not at work or vice versa. You’re either ethical, or you’re not. We need leaders who we can trust and believe in.

Copyright (c) 2022. Brian Smith – Power Link Dynamics. Brian has been recognized as one of the Top 200 Biggest Voices in Leadership to Follow in 2022. To find out more about Brian and what he can do for you visit, https://briansmithpld.com

September 1, 2021

You Can’t Suck and Blow in The Same Breath

brian smith-pld, Coaching, Customer Service, Entrepreneurship, Leadership Development, Management, Mentorship, Personal Development, Professional development, Reformed Control Freak, Self-Help, small business owner, Teacher, Uncategorized

You can’t suck and blow in the same breath. You can do one or the other, but you can’t do both at the same time. I have a soft spot for service providers, and those working with the general public., having spent over 30 years as a general manager for a major retailer. Profit and being profitable is not a dirty word. When small businesses go out of business, the whole community suffers. You have a choice. You can pay lower prices for the goods and services you buy , or you can have exceptional customer service, but you can’t have both.

Self-Serve Checkouts

I know a lot of customers are upset with retailers who are installing banks of self-serve checkouts. Some are going so far as to suggest you boycott those stores. I spent over 30 years in retail as a general manager for a major retailer. I understand the challenges they face. Margins continue to be squeezed. Costs continue to go up. Business owners are paying more for the goods they sell, the utilities they use, and the equipment they lease or buy. You have a choice. If you want exceptional customer service, you’ll have to be willing to pay more for the products you buy, but you can’t have low prices and service too. If you put it to a vote, the majority of customers would pick low prices.

ATM Machines

I remember the time, yes I’m that old, when my local bank installed an ATM (Automatic Teller Machine) along the side of the building. You had to stand out side – sometimes in inclement weather to use it. Customers had a choice. You can go inside the bank, stand in the line up and wait your turn to get served by the teller or learn to use the machine. Initially, there was a lot of pushback from customers who refused to use the device. If you wanted the bank to hold the line on what they charged for the services they provided, then something had to give. Either they had to charge you more for the services they offered so they could afford to hire more tellers or install more ATM’s, because they couldn’t afford to do both. At least nowadays, you don’t have to go outside to use one. Even better yet. Some banks now have drive-through lanes so you don’t even have to get out of your vehicle to use the ATM.

Fast-Food Outlets

I love the touch screen machines being installed at fast food outlets. You have a choice. You can either embrace the new way of ordering your food and pay for your purchase online or stand in the line up. However, keep in mind that they can only afford one cashier so it may take longer to place and pay for your order. The new frontier, now being introduced by the Taco Bell’s of the fast-food industry is contactless service. They are experimenting with multiple drive-through lanes, some of them dedicated to mobile orders and curbside pickups. Customers can scan their order via a QR code at the digital check-in screen, pay for their order online and then proceed to the pickup area. Handling cash with become a thing of the past.

You can’t suck and blow in the same breath. You can have low prices or pay for exceptional customer service, but you can’t have both.

Copyright (c) 2021. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. Brian specializes in soft skills training and leadership development. To find out more about Brian and what he can do for you and your organization visit his website: https://briansmithpld.com or contact him directly – brian@briansmithpld.com

September 19, 2020

Learn To Count To Ten

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

According to Wikipedia patience is the ability to endure difficult circumstances such as perserverence in the face of delay; tolerance of provocation without responding in anger; or forbearance when under strain, especially when faced with longer term difficulties. Patience is a much needed 21st Century skill. Some have it in spades, others have to work at it. Picking up a 2X4 and smacking someone on the side of the head may not be the way to go when you are frustrated. You need to learn to count to ten.

Worth Remembering … “Patience is bitter, but it’s fruit is sweet.” – Aristotle

Do you need to develop more patience? Here are some things to keep in mind.

1 – Expect challenges. Expect delays. There is no such thing as a perfect plan. Something will go wrong and when it does, work around it or climb over it.

2 – Go slow to go fast. You don’t want to end up doing things twice. Get all the facts before making a decision, but make a decision in a timely manner. Procrastination is a killer.

3 – Be empathetic. People will make mistakes, everyone does. When things go wrong, fix it, don’t dwell on it.

4 – See the big picture. Don’t get bogged down in the weeds. Keep your eye on the prize. A minor set back is just that. Keep moving forward.

Worth Remembering … “He that can have patience can have what he will.” – Benjamin Franklin

Those that know me best know that patience was never my strong suit. It’s something I have had to work at. I’ve had to bite my tongue on more than one occasion. If you want to be a more effective 21st Century manager or business leader then you need to learn to count to ten.

Copyright (c) 2020. Brian Smith – Power Link Dynamics. Not to be reproduced without permission. To find out more about Brian and what he can do for you and your organization visit: https://briansmithpld.com

August 21, 2020

How to Create a Competitive Advantage

brian smith-pld, Coaching, Competitive Advantage, Customer Service, Entrepreneurship, Management, Mentorship, Professional development, Reformed Control Freak, Self-Help, small business owner, Teacher

The only competitive advantage you have is the level of customer service you provide, and if you aren’t delivering exceptional customer service then you put yourself and your organization at a distinct disadvantage. Chances are you won’t be in business very long. Think of your own experiences. When was the last time you had exceptional customer service? I mean eye-popping, wow service. How did that make you feel? When was the last time you had terrible, so-so service? The kind of service that made you decide never to do business with that company again.

Worth Remembering … “There are no traffic jams along the extra mile.” – Zig Ziglar

What is it going to take for you and your organization to be exceptional? The 4-P’s – Price, Product, Promotion and Place are no longer relevant. The internet and social media have created a level playing field. Now no business is too big to fail. We can name a number of companies like Sears who thought they were. Going far beyond the call of duty, exceeding your client’s expectation; that is what exceptional service is all about.

Worth Remembering … “If you want to succeed at any job, make yourself invaluable. Go the extra mile; make them never to be able to imagine doing business with anyone else but you.” – Ross Mathews

Every time you do business with your clients is a test. Make sure everyone on your team is up for the challenge. Every time your clients do business with you, they are comparing you against your competitors. If you are going to be exceptional then you have to be better than your competition. You have to remain one step ahead. Never compete on price, someone is always willing to sell for less. Find out what your clients value the most and deliver on that every time you do business with them. That’s how you create a competitive advantage.