Of the job getting done, both your employees and customers are going to experience both successes and struggle points (and some people will struggle more than others.) By carefully mapping the job a customer is trying to get done, you can find golden opportunities to innovate as you help the customer through your process. Along the way, you will want to ask questions such as "How can we do this much more efficiently?" and "What struggles and
Inconveniences are our customers.
experiencing?" and "How are trends affecting the overseas data way the job gets done?" and "What causes execution to go off track?" As you move through the life cycle of working with a client, looking at each and every compliment, complaint and challenge can open the door for your company to provide a new product, offering or level of customer service that will set you apart from your competition.
Intellectual Horsepower.
It is going to become more and more difficult in the future to stay ahead of your competition if your team is not the best and the brightest in your industry. Intellectual horsepower includes not only IQ (many people believe that an IQ of 130 is needed today to be a top player) but includes transferable skills, the ability to understand and break a complex situation into logical steps and being super sharp, agile and a quick study. Intellectual horsepower also includes being able to embrace paradox and ambiguity and being adept at functioning effectively in the midst of
Opposing ideas or forces.
If you go back and consider the above topic about mapping the job the customer needs to get done, you will be able to identify the skill deficits in your organization. Each time a customer voices a success, ask yourself "Who worked with this client, and what skills were at play to make this customer experience outstanding
On the same note, if a customer's job is not getting done, it's time to step back and ask "What skills are missing from this process that we need in place?" From there, you can provide your team with the training and development needed to create outstanding customer experiences. Once you have trained your employees, if you have someone on your team who just doesn't "get it", then it's time to replace that player with someone who can "get it" and get it
Employee Development.
There are two scenarios that I often see in the work I do as a leadership coach
The company relies on the heroism of a few employees to keep customers happy or
Customers constantly run to the owner of the company, who seems to be the only person who can clean up a mess
Both of these scenarios probably mean that your company is failing, that your service is lousy and it's time for some rigorous employee development, and I don't mean putting your team in a training room hoping they will get what they need in order to do a great job. As a leader, your job is to build a true learning organization, one which provides your employees with ongoing customized training and coaching so that they can step in and run your company at a moment's notice. This process begins with a very thorough exam