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.
Introducing the three major components of Thoughts4Action.
Understand the principles of the Service Profit Chain model. Having this mindset is the foundation of all the best service organisations.
From team manager to team leader, here are practical tools and valuable insights on how to improve your day-to-day leadership.
"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."
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:
Why is the leadership aspect of the work usually a struggle? What can you do about it?LEARN MORE
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
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
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.