Service Appreciation

image: https://pixabay.com/photos/pet-happy-smile-happy-dog-cute-2633165/

Delivering excellent service is tough enough and sometimes it's not enough, according to our customers. With some customer wanting a miracle, or a policy change, it mean that even when we do our best it may not be perceived as enough. We could have always done more. We should have somehow changed the world in order to change their outcome.

Other times, customers are generous in their thanks. Our extra steps are appreciated, our efforts are more than enough, and our customers are happy to do business with us.

We should work as if the second group of customers -- the real appreciators, the happy ones, are the norm and hold onto the joy they share.

There are no guarantees that our service will be appreciated, but that's not why we do it. We serve because that's where the joy lives, in helping others.

-- doug smith

Comments

Sizing Our Influence

Our influence is usually smaller than we want it to be but greater than we realize. That's a good thing because humility helps our influence grow. -- doug smith

Acceptance vs. Endorsement

Accepting a truth does not mean endorsing it. Sometimes it really is what it is. Until you change it. -- doug smith

Some of What It Takes

Leadership is hard. Challenges peck away at us, demanding response. I don't have all of the answers (who does?) but this might help a little. A little advice to myself that I am happy to share. It takes clarity to know where you are going, creativity to inspire new ways to get there, compassion to help those who are in you way, and courage to stay the course even in the face of opposition. Which of those strengths do you excel in the most? What's your secret to leadership success? -- doug smith

Shake It Up

Inspiration has its own time table, but sometimes we have to shake up the clock. Maybe instead of waiting for inspiration we should meet it halfway. How else will it ever find you? -- doug smith

Portable

Leadership, no matter how much it is intended to be permanent, is temporary. A day comes when the direction changes, the dance shifts, and the once stable boss is lost. Lost in direction, lost in relevance, lost in the times. What if we kept our leadership portable? Leadership could be fluid, flexible, and responsive as it remains centered. As circumstances change, our leadership must flow with it while finding the strength of a foundation without the chains of stagnation. That's not easy but it's part of the art of leadership. Partly science, partly art, leadership requires us to know when it's time to stand and know when it's time to flow, and yes even know when it's time to go. Portable is more powerful than authority if authority is not portable. We don't need to ask for change in order for change to change us. -- doug smith

Connections

It's in our differences that connections are made. -- doug smith

Build and Connect

The world is full of "buts" in search of more "ands." In improv. In leadership. In life. Let go of the fear and build on what's here. -- doug smith

Instincts?

Many leaders like to rely on their instincts. It's easy. It feels right. With enough experience, sometimes those instincts are spot on. But not always. If you want to trust an instinct make sure that you now and can trust the source of that instinct. Is it real? Is it relevant? Is it recent? Feelings are great, but show me the data every time. -- doug smith

We're All Imperfect

It is challenging to be a perfectionist. Continuous improvement is noble and necessary. Perfect is impossible. I picture myself, as John Wesley said, on the road to perfection and never quite there. Imperfection is a condition, not a punishment. We all make mistakes. Let's just fix them. -- doug smith

Diplomatic Strategy

I'd like to follow Abraham Lincoln's approach of turning enemies into friends. That wasn't easy for him and clearly did not always work. It doesn't always work for me, either. If someone is determined to remain your enemy it is tough to change their minds. Difficult, but not impossible. The temptation is to chase them away, or to run quietly in the opposite direction and hope that it works out on its own. It seldom works out on its own. If you chase your enemy away you won't know what they're up to. Keep the conversation going. Find out what their goal is. Look for common ground. Hey, I know that is not easy. But, how well has the alternative worked so far? And how how far can you run before your enemy finds you? -- doug smith

doug smith training

Search This Blog