It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something we can all do that is relatively easy and almost free. This is to keep our customers well informed during the problem solving progress. There are three major components to the act of keeping a customer well informed: Acknowledge that work has begun on their problem. Share the problem solving activities. Set and follow through on time frame expectations. When I receive feedback in customer satisfaction surveys and directly from clients, keeping customersRead More →

Lately, I have found myself uttering the phrases “we need to pick our battles ” often followed by “there are bigger fish to fry” at least once per week- enough to notice it and write a blog post about it. When running a complex business operation, there will always be problems to solve and coworkers that you disagree with, but if you take action on every problem and confront every disagreement, you will actually lessen not increase progress. Strategically, picking your battles will increase your leadership effectiveness. How do you know which battles to fight? Ask yourself this set of questions… Does the issue inRead More →

You need to experience the pain, in order to drive organizational gain. I recently read the Harvard Business Review article, “Tipping Point Leadership”, which talked about Police Chief Bill Bratton, and how he transformed New York from the city with the highest crime rate to the city with the lowest crime rate through a series of very effective changes. Bratton used tipping point leadership techniques to make this happen, which included aligning resources with the most important changes, silencing naysayers and mobilizing strategic and respected players in the change activities. However, the technique that stood out the most to me was this: “To make aRead More →