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Business The Biz
"Aspiration is the source of all motivation." Such statements leave a positive impression on the reader. Another example: "Remove all shackles and trust your people to get on and make all the necessary decisions." The author also asks the boss to "disappear". A team cannot remain permanently motivated when the boss is permanently around. Freemantle suggests that one should experiment with new motivational stimuli so as to perpetuate peak performance of the team. Step-by-step, day-by-day and with focus and flair, you can motivate and lead people to perform well and achieve phenomenal results. He suggests you read this book a section a day, focusing on each day on one single step that you can take to change the biz mindset. Another application that will prove helpful to in-house trainers is to develop a series of training modules using selected sections. There is no theory behind the biz, any more than there can be a theory behind marriage. So this book is not full of theory, let alone grand stratagems. Instead, it is full of things that we can choose to think and do, ones that will make a big difference in the way we motivate our teams.
The Buzz:
How can you create that buzz and make a big difference to your company? By taking care of the little things that matter in delivering world-class customer service. It's the people that are "switched on" who create a spark into the way they do business, igniting a whole new buzz in customer relationship and satisfaction, also known as CRM (customer relation management). An interesting read, the book motivates the reader to alter oneself in the minutiae of behaviour. How simple things, like observing customers, making eye contact, making them feel special, etc make the difference. It tells you how to put on that genuine and warm smile on your face—just right, because too much of it or a wry kind could have a negative impact also. Freemantle, an authority on customer relations takes you into a world buzzing with customer satisfaction. He makes points that should be compulsory reading for employees of banks and other service organisations. As he says dramatically: "First you find it incredibly hard to attract customers, then invest millions to get people to walk through the door with the intent of being a customer, then you keep them waiting indefinitely and….they walk away! If only you had attended to them properly." He adds that the buzz can be created only by stimulating team spirit, asking the readers to dig deep into their innermost beings to determine what drives them forward in life. Read it tonight—sleep on it, dwell on it, reflect on it to dig deep into your spirit and determine why you would be going to work in the morning. That will hit your buzzer! The ultimate outcome is a
wide range of everyday behaviours that absorb this positive energy and
in turn pass it on to customers. This is the buzz. Customers sense it a
soon as they walk through the door or pick up the phone. They know that
this company hums with energy. |
A leadership guru, David
Freemantle provides great inspiration in making a big difference to your
team motivation and leadership skills. He explains how, as a team
leader, your own actions are observed, even what time you start work in
the morning, Thus the decision of what to do first— whether to pick up
the phone, check the e-mail, read the newspaper, grab a coffee, greet
the boss, chat with the secretary or walk around saying "Hi!"
to every team member and asking about their weekend—will have an
impact on the team.
50 Little Things that
make a Big Difference to World-Class Customer Service