More than ever before, you're working in a hyper-competitive market—a market where supply overshoots demand dramatically.
The knee-jerk reaction is to lower prices, cut costs and increase advertising. It's a deadly cocktail that will bleed your cash flow dry.
The counter intuitive response is to focus on customer loyalty. The tougher the market, the more important this becomes. You build a connection. One customer at a time, they come back. But even more importantly, they tell others.
Loyalty is not rational; it's an emotion.
The emotion isn't created by bounce-back coupons or buy-five-get-one-free cards. In the service industry, loyalty is created on the front line. Your employee makes a connection with the customer and that connection triggers a positive emotion.
In order for your employees to do that, they need to go considerably beyond Have a nice day. They need to do the famous extra mile—again and again—as if each customer was the only one they had seen all week.
That will only happen when they are highly enthusiastic about what they do. It's not just employee satisfaction; it's engagement.
They do it because they care.
The most important factor influencing their level of engagement is the quality of their immediate supervisor.
That's why at the core of every successful service business, you'll find exceptionally talented team leaders.
Solid management skills are the basis for employee satisfaction. It's the foundation. But satisfaction is not enough. We're looking for engagement. Management skills aren't enough to drive engagement—that requires leadership skills.
- Managing your mindset—avoiding drama triangles;
- Motivation and feedback;
- Advocacy and inquiry;
- Psychological safety;
- Understanding how personality profiles are different; and
- Relationship building, among others.
Most managers know about these things, but typically, they aren't applying them as well as they could.
They are focusing most of their efforts on the management side of the job. And the more pressure they are under, the more they take refuge in the managerial side of things. It easily becomes a vicious downward spiral.
As a result, the team often under-performs, especially when it comes to delivering the customer experience.
We don't change just because we get more information—there would be no smokers if that was the case. We only change when we come to our own conclusions.
We change when it is meaningful for us to do so.
It's not about telling them what they should or should not do. It's all about getting them to see things from a new perspective—to start reflecting on their own role and understand how their actions, behavior and conversations all contribute to more or less engagement on the team.
The formula is simple but powerful:
New knowledge + Reflection + Self-awareness and accountability through coaching
—which produces long-lasting change in participants.
The Leadership Development Program
The 12-week team leader development program includes:
A Management Style Profile—a work style test that helps participants understand themselves and others much better;
An online curriculum with video tutorials—with written reflection assignments on all the basic topics mentioned; and
One-on-one coaching sessions with me via Zoom.
Each participant starts the program by defining what they see as their most important leadership challenge. This insures that what they learn can be related to their daily experiences.
Next up is review and feedback on the Management Style Profile test. This immediately raises their awareness of how they function as managers and what strengths and weaknesses every profile naturally has.
Now, we are ready to start the actual work. Each week, the manager will complete the review of an online learning module, which includes submitting their reflection, a written learning log.
In the following week, they have a coaching call with me. On this call, we review what they are learning, how it relates to their challenge and what it means in terms of their personality type.
On the final coaching call, we review their learning and make an action plan for how they will continue to work with this in the coming period.
How to Get Started
There is no one-size-fits-all in this. It depends.
That's why the best way forward is to get on a call with me—the sooner the better—and we can discuss what would be the best solution for you. Start to explore your options now.
Your investment will be around USD 950–1500 per manager, depending on how we mix and match the components. In my experience, it will be much more expensive to do nothing.HOW CAN I BEST HELP YOU?
BOOK A CALL AND LET'S EXPLORE THE POSSIBILITIES.
"The personal coaching sessions develop the perspectives of my thoughts. Input from research and the valuable personal experience from Mike gives me the confidence to take actions. The quality conversations we have energize me and help me a lot in my leadership challenges."
"The training has given me the capacity to much wider perspectives at once—to focus on what makes the difference, as well as being closer to my employees. I highly recommend this training and personal coaching for all the information, wisdom and expertise Mike brings."
Head of Highways and Airport, COWI
"I would definitely recommend this course to others. This course has tons of knowledge, [proof of] years of experience, theoretical framework, as well as ready-to-use tools all wrapped up in accessible modules and delivered by a personal and genuinely engaged mentor."