I have experienced that most of the organizations have book of rules and so called management practices. What they do ? - supposed to be guiding the employees towards customer delight. Instead employees use it to protect themselves and point to when things are not normal.
Got into one such incident today. My apartment management sent a notice to fill due of $0.20 (yes twenty cents only) in cashier's check or Money order!. for this total efforts taken may be worth more than 50 times of the amount to be collected. It could have been easily solved by asking for cash deposit or adjust in final payments. But its per "rules"!.
I recollected my reading from Stephen Covey's 'Principle Based Leadership'. There he mentions measurement of customer service. Per my recollection leadership is when things are not normal, when it goes beyond normal. Its leaders who make or break relations, who can bring change by being a change catalysts. So today's experience made me realize value of this lesson.
How to say No . . . especially to things you want to do
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Last night, I had a breakthrough: I realized that personal productivity is
the new dieting. (Like all evening epiphanies, this one is subject to
future rev...
2 days ago
1 comments:
True leadership is like a lamp- a silent guiding force. That which eventually burns out and hardly gets recognized. Why should it? Because only blazing flames make it to front page news. And Flames are not about inversely constructive. Suffice it to state , for something new to happen, the old needs to be cleared. Hmm..Isn't that called "Law of Evolution"?
Confused?
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