Three… Two… One…. Launch!
Welcome to my NEW blog…
Spend a couple of minutes and check out the posts below. I am planning to post several times each week.
Click on Download Stuff and check out the PDF about TIME MANAGEMENT. It was the cover article in last month’s Contact Professional Magazine.
In the past month, I have had the opportunity to conduct workshops at State Farm, Hewitt Associates and Deloitte Services - all great groups of frontline leaders. If your company is looking for a workshop or speaker for an upcoming event, please contact me for a customized approach. We are also excited about our partnership with Aspect Software - to offer Management Impact Programs to their clients.
I would love your feedback about the site… just click on Comments.
OH - one more thing - if you are on Twitter, I would love to follow-you - just click on the Follow-me Button and I will follow-you-back 
Do they know your passion?
Filed under: Engagement, Leadership, Management, People, Relational Leadership
Passion Produces Results
I was talking recently with a friend about a company that is experiencing high turn-over in their call center. In his opinion the company has a “culture” problem. We talked about how hard it is for a large organization to deal with culture issues. He said the root of the problem usually starts way up of the chain of command. We both agreed that the pay-scale for most customer service positions is dismal - but not likely to change. So, we begin to talk about why one company struggles with turnover and low morale while another company flourishes? The answer – leadership! As we continued to talk, this story unfolded about his company.
He is a CEO of a very successful company. He told the story of recently talking to a group of his customer service folks about how important they were to the success of the company. After the meeting, one of the frontline people came up to him afterwards and was just “beaming.” She told him that he made her want to run out into the meeting and solve all of the customer problems. I asked him what he had said that would have that kind of impact on an employee. He said it was very basic – in fact, he thought he had said much of it before in other management meetings – but that somehow the message was not getting through to the frontline. He said he discussed how important every customer interaction was to the success of the company. He thanked them for their attitude of service and challenged them to do even better - as the company moves through change. The employee said that she had “no idea how passionate he was about customers” and that she just felt so special now.
Wow – he did not give her a raise, he did not change any policies, he did not adjust her work schedule – he just spent some time talking about his vision and his thoughts - about how important customer service is to the company. Ask yourself this, how long has it been since you told your people how important they are? How long has it been since you found a way to show your passion for the customer first-hand? It does not matter if your are CEO or a frontline supervisor – your vision – your passion - for excellence is a motivator like no other. It is important that your people feel the passion – that they WANT to follow you… that they trust their leader… More about that in future weeks.
For now, pull out that calendar and plan that meeting by the end of April. Schedule time to share your vision with your people and don’t be afraid to show your passion for excellence!
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Bob Furniss
As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience in the customer service field - assisting organizations to increase productivity and profits by bringing out the best in their people. He has shared his experience in the areas of leadership and service with some of the top companies in America - companies like FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more.
Click here to email Bob direct -
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