Welcoem to posts!!
in the future - u will be able to do some more stuff here,,,!! like pat catgirl- i mean um yeah... for now u can only see others's posts :c
Over the past thirty years, I've worked with a range of companies and government entities, many of them having a "top-down" structure...
Individuals in upper management typically have all of the decision-making power, while frontline staff typically have the least.
And that is understandable, right? Upper management generally bears more responsibilities than frontline staff and must handle highly complex and critical issues.
Hereâs another part of that typical structure:
â Frontline employees are usually the ones who interact directly with customers daily.
â This means they handle the most critical relationships.
Yet, I noticed that in most cases
1) They tend to have the least access to information; and
2) They donât seem generally entrusted or empowered to make critical common problem-solving decisions.
This disconnect leads to frustration and missed opportunities for excellent customer service.
In my experience, when these front-line, customer-facing employees are trusted to make decisions, they feel valued and perform better.
It reminds me of the old Henry Ford storyâan employee made a costly mistake and expected to be fired, so he packed up his things and went directly to Ford.
Instead, the response he received was completely the opposite.
Ford saw it as a learning investment since he knew the employee would never repeat the same error.
Ford knew that by not letting his employees go, he was investing in a human being who would never make that same mistake again, who would become more discerning, and who would allow the whole company to learn and grow.
By giving your frontline employees more information, guidance, training, and decision-making power, you can create a culture where empowered employees are more engaged and motivatedâas a result, so are the customers!
Empowered employees often go above and beyond, driving the companyâs success in ways that top-down structures might not be able to achieve.
I agree that certain decisions and delegation levels are best held at the top leadership levels.
I believe that frontline employees are absolutely capable of making brilliant decisions that could save millions of dollars and a huge amount of timeâin escalations to higher levels, customer wait times, customer complaints, and repeated (and unnecessary) further interactions.
So, I wanted to share this with you all:
Empowering frontline staff isnât just good for themâit could be helpful, perhaps even essential, for your organisationâs growth!
What do you think about this? Would empowering frontline employees lead to better customer service and organisational growth? Letâs discuss this in the comments!
PS. Itâs important to recognize that organisational dynamics are complex, and this is just one aspect to consider. đ
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5 practical tips for building longer-lasting relationships with clients
(I've found the question on number 5 to be very helpful...)
1. Under Promise & Overdeliver:
Always aim to exceed your clientsâ expectations.
Delivering more than what is promised builds trust and satisfaction.
2. Get Clear About Client Needs:
Understand your clientâs needs in detail and communicate how you are fulfilling their requests.
Clarity builds trust.
3. Learn When to Say No:
Focus on the work you excel at by saying no to projects that donât align with your strengths.
This ensures high-quality results and client satisfaction.
4. Err On The Side of Over Communication:
Regular and clear communication prevents misunderstandings and keeps everyone aligned.
Itâs better to over-communicate than miss crucial details.
5. Be Easy to Use:
Learn from your clientsâ experiences with other providers and address those issues proactively.
Being easy to work with sets you apart.
Ask yourself: âWhat has gone wrong with other providers/suppliers in the past?â
To see these tips in more detail (including two bonus tips), check out the whole YouTube video below:
https://www.youtube.com/watch?v=bQN7r...
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Here are 9 of the most important lessons Iâve learned about leadership in 30+ years of coaching
(Hint: Itâs not just about avoiding âmicromanagingâ)
Over the years, leadership has not just taught me lessons but has also transformed me.
Some of these lessons have been inspiring, some challenging, but all have been profoundly transformative.
Let me share nine powerful insights that have shaped my journey and those I have coached:
1) There Is No âOne-Size-Fits-Allâ Leadership
Leadership isnât about following a rigid path. Itâs about experimenting and finding what works best for you and your team.
The most effective leaders adapt their style to fit different situations and individuals.
Be open to new approaches, and donât be afraid to try something different.
2) Clarity of Vision Is Essential
How can you expect your team to follow if you arenât clear about where youâre heading?
Ensure your vision is well-defined and consistently communicated to inspire and guide your team.
3) Repetition of Message Is Key
Donât be afraid to repeat your messages until they stick.
Like children, adults must hear things multiple times to truly grasp and internalize them.
4) Over-Communicating Always Beats Under-Communicating
When in doubt, over-communicate.
Itâs better to be precise and repetitive than to leave your team confused and directionless.
5) Balance Vulnerability with Strength
Being open about your challenges makes you more human and approachable while showing strength gives your team confidence in your leadership.
6) Find the balance between being too hands-on and too detached.
Micromanagement can stifle creativity and engagement, while being too absent can lead to a lack of direction and support.
Aim for the middle ground where your team feels supported but also empowered.
7) Empowerment vs. Command and Control
Empower your team to make decisions, but know when to step in and take control.
Empowered employees are more engaged and productive, but sometimes decisive leadership is needed to steer the ship effectively.
8) Recognition and Direction Are Essential
Regularly recognizing your teamâs efforts and providing clear guidance boosts morale and productivity.
Understand your teamâs needs and make sure they feel valued and guided.
9) Manage Your Ego
Your ego can be both an asset and a liability.
Self-awareness and humility are crucial for effective leadership.
Recognize when your ego drives decisions and strive to keep it in check.
This balance will help you make better decisions and build stronger relationships with your team.
These lessons have been pivotal in my leadership journey.
To see these points in depth and learn more, check out the full video:
https://youtu.be/ewlo2Pr6gJE
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When sharing feedback, I try to keep these three things in mind...
They have guided and helped me immensely, and I hope they can do the same for you, too.
P.S. How have you learned to give feedback that has helped you and others? I'd love to know :)
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Hi, my name is Fran. I've spent the last 30 years learning about people, leadership and coaching. If you are interested in any of these things hit the subscribe button :)