Great team leaders are made—not born.

Who is Mike Hohnen?

I inspire good managers to become great team leaders. It's a passion of mine. You will understand why once you have heard my story.

 

Thoughts4Action

Introducing the three major components of Thoughts4Action.

Introduction to the
Service Profit Chain

THE FOUNDATION

Understand the principles of the Service Profit Chain model. Having this mindset is the foundation of all the best service organisations.

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The Team Leader's Toolbox

PRACTICAL SOLUTIONS

From team manager to team leader, here are practical tools and valuable insights on how to improve your day-to-day leadership.

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GROW Coaching Program

TARGETED SUPPORT

Learning is social. Share real-life challenges in your coaching group or get weekly feedback e-mails from me to help you stay on track.

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"Mike is a unique and inspiring teacher and facilitator. He combines a lifelong hands-on experience in the service industry with a sharp commercial insight on what drives our business and industry, and an emotional intelligent approach to working with people at all levels."

Christian Lauritzen
Head of Group Learning & Development, ISS A/S

Are you a team leader?

Team leaders are evident at all levels.

You could be in charge of the shift at your local fast food restaurant or the VP of Operations in a large organisation.

If you are getting the job done with the help of others, you are probably also a team leader.

Like most team leaders, you need to juggle two sides of the job:

  • The managerial function (often your core skill and typically quite task-oriented)
  • The leadership of others (often very relationship-oriented and something many good managers struggle with)

Why is the leadership aspect of the work usually a struggle? What can you do about it?

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Are you a leader of team leaders?

If so, you have probably faced at least once the dilemma that you have a team leader who is an excellent manager—

But the team is suffering.

If you know about the Service Profit Chain, you also know that this situation is not going to work in the long run.

Don't keep postponing doing something about it—

TAKE THE FIRST STEP

Great team leaders are the secret of successful service organisations.

The overall customer experience is the key driver of loyalty.

Your front line employees make or break that experience at every touch point.

It's not about employee satisfaction, but about engagement. The superior experience is delivered by the engaged team member.

Engagement is created primarily by the direct supervisor—the team leader.

Great team leaders understand the Service Profit Chain and make it work for them.

EXPLORE

Is your team future-proof?

Firstly, that depends on the current state of the team; i.e., how your members feel about working on your team.

Secondly, it depends on the quality of the team leader.

Survey your team and get answers to both conditions.

How to Assess Team Performance

Research shows exactly what the key drivers of sustainable team success are. Fill in the form and I will share them with you. Afterwards, you can give the test to your team and see how well your members are doing.

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The team assessment will be on its way to your inbox as soon as you press SEND. In the mean time, continue to the next page in order to learn more about how you can use this instrument.