President Trump – Diligence, Faithfulness, and Prayers of Faith

Bobblehead DollPlease excuse me; I am branching out a little today.  However, I am not entering into the realms of religion, even though prayer and faith will be discussed.  I make this clear at the beginning so as to ensure no misunderstanding occurs; I am not here to tell you how, where, what, when, or who to worship; all I expect is the same courtesy in return.  We can discuss sensitive topics without causing problems and individuals choosing to be insulted.  There is a phrase (verse) in a book considered scripture by The Church of JESUS CHRIST of Latter-Day Saints that appears in the writings of Moses, somewhat differently worded as counsel to Joshua.  The same idea appears in the Old and New Testaments, and while in slightly different verbiage, it is available in various religious texts, dogmas, and belief structures.

All victory and glory is brought to pass unto you through your diligence, faithfulness, and prayers of faith” (D&C 103:36).

Hence why I am branching out a little today.  On 9/11, during a speech, President Trump called for 21 days of prayer for the nation.  It was one of President Trump’s better speeches, in my opinion, and the action resonates well with his other pleas, counsel, and instruction for the American Nation from his presidency.  President Trump’s counsel brought this phrase to mind, and I thought, maybe it IS time for America to rediscover an essential truth.Religion Quote 2

What is diligence?

The dictionary often details diligence as being heedful, careful, and showing constant and earnest effort to accomplish a task.  Other definitions include constancy in the performance of duty or the conduct of business and the persistent exertion of body or mind.  One of my favorite definitions includes unflagging effort with constant personal attention.  Hence, when I define diligence, these are usually what I am using, close personal attention combined with unflagging effort to accomplish a task or fill a role.Apathy

I like an Indonesian proverb that proclaims the potential of diligence and encapsulates the possibility of diligent efforts.

Diligence is the beginning of brilliance.”

As a child, Samuel Johnson’s words were often quoted:

What we hope to do with ease, we must first learn to do with diligence.”

Like the Indonesian proverb, Samuel Johnson’s words explicitly declare a truth; diligence is not observable in a single day or interaction.  Diligence requires observation over time.  Whether you like or dislike President Trump, was he diligent in performing the job as president; Yes.  The media hounded him so severely that even on his vacations, he couldn’t catch a break.  Whether you like or dislike President Biden, has he been diligent in performing the role of president; no, for he never fulfilled the role of Senator, unless you count selling influence as part of the role of being a senator.Angry Grizzly Bear

I distinguish between two people that are regularly in the news.  If you disagree, point to specific actions and their consequences to reflect a lack of diligent effort in performing the role of president.  Critical thinking requires evaluation and honest appraisals of situations.  Of the presidents I have observed, only President Reagan was more diligent than President Trump in fulfilling the role of president.  Agree or disagree, but use the definitions of diligent and diligence to support and defend your judgments.  The reverse is also true; the least diligent president to date is Biden, with only Obama and Carter rounding out the top three.

What is faithfulness?

Faithful is a word we should use more often and not when describing the actions of dogs!  According to the dictionary, faithful includes aspects of truth, loyalty, constancy, and a character of being exact and reliable.  Consider something faithful: being steadfast in affection and allegiance, being firm in your promises and observances of duty, and finally being true to facts, standards, and laws.

Mother Teresa is quoted as saying:

Be faithful in small things because it is in them that your strength lies.”

Pink Monarch ButterflyLike tiny stones that fill gaps and plug holes in an earthen dam, the faithfulness of small things empowers the dam to remain strong.  Consider the story of the Dutch kid with his finger in the dam, it was a small thing that broke, and it was a small thing that plugged the hole.  Faithfulness is not about grand actions, large token gifts, and glorious virtue signals.  Faithfulness is all about the small daily acts of charity, the defense of a friend when gossip comes, and the day-to-day carrying out of duty.  Have you ever seen a butterfly’s wing under a microscope; little tiny feathers.  Each little tiny feather being faithful allows the butterfly to fly.  There is power in being faithful!

Detective 4Consider two examples and determine which is faithful to their cause, even if you do not support their cause.  Congresswoman A. Ocasio-Cortez went to the MET Gala event wearing a “Tax the Rich” message on her dress.  Tickets cost upwards of $35,000, and other costs are always exorbitant for these affairs.  Al Gore and the man-made climate change political machine demand that everyone else change their behavior, but not those directing the movement.  Personal lives do not reflect the public image created, personal conduct does not reflect public demeanor towards the issues advocated, and individual lifestyle does not meet minimum standards to match words.  By definition, is either of these two faithful to their causes?  Why are they followed?

Never forget critical thinking requires observation and decision-making, using the best information available.  More to the point, when critical thinking, you will always be asked to defend your positions logically.  Emotion has no place in critical thinking, observation, and discernment.Life Valued

What are prayers of faith?

A prayer of faith is a prayer that is made iwith complete confidence in God’s power.  Consider the New Testament and instructions left by the master instructor.  Jesus talked to His disciples repeatedly about prayer. He told them to pray for God’s kingdom to be represented on earth and for His will to be done; He told them to pray for their daily sustenance, for forgiveness, and strength against temptation. He also said to them that anything they asked for in His name, for God’s glory, would be done for them, and He assured them that God knows how to give good gifts to His children.  Hence, prayers of faith are part of all Christian religions and sects, and you find similar teaching in Judaism and Muslim faiths and denominations. Therefore, when we discuss this particular topic, all people can look to the prayers of faith, confident that solutions will come.  Yes, you are included atheists and other non-traditional religions, and whether you call it prayer, self-reflection, or becoming centered, please participate in prayers of faith.

Knowledge Check!I am not here to tell you what to pray for.  I think President Trump asking for us to petition for more honest, transparent, forthright, and constitutionally sound leadership in elected officials is an excellent first step for America.  I genuinely think having a knowledgeable, informed, and capable electorate is more important, and petitioning heaven’s help to achieve an informed electorate is critical.  However, the first steps in improving the electorate are found inside each of us.  Are we willing to be diligent and faithful in our actions, decisions, and lives publicly and privately and support the good in others?  If we are not willing to be faithful and diligent, what good is keeping America alive?

I know my answers; how do you choose?

© 2021 M. Dave Salisbury
All Rights Reserved
The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.

Loyal Oppositionists – A Leadership Principle Requiring Focus and Explanation

ToolsThe last time I discussed being a loyal oppositionist, I am afraid people missed the point.  Apparently, the thought absorbed was that only a person could be a loyal oppositionist in politics, which is incorrect.  Thus, I am revisiting the principles of choosing to be a loyal oppositionist.

Loyal Oppositionists

It is less that you are an adversary and more that you are someone with an opinion that (although frightening to me) might in some way enrich my own. And if I raise myself to being a partner with you on this mutual journey of ours, and if I refuse to bow to the posture of being a frightened adversary as you intersect my journey with a journey different than my own, we can profoundly change what we would have otherwise both died wrestling over.”  ― Craig D. Lounsbrough

Webster defines “Loyal Opposition” as “a [person] whose opposition to the party in power is constructive, responsible, and bounded by loyalty to fundamental interests and principles.”  If we are ever in a position of power, we, the loyal oppositionists, stay mindful of our actions, responsible and accountable to those who supported us to power. We remain true to the organization’s fundamental principles, giving us the privilege to serve as a leader.

Lemmings 5Loyal Oppositionists never use violence to control the thoughts of others.  We refute ideas with more potent ideas.  We employ words, conviction, and confidence.  We love the freedom found under the “Rule of Law.”  We are constructive in our comments, truthful, and we research and report, even if it means we must improve our individual actions to meet our ideals.  Now, more than ever in American History, America needs loyal oppositionists to step forward, answer the call, and defend liberty against the tyranny thrust upon us.

You see, the point is that the strongest man in the world is he who stands most alone.”  ― Henrik Ibsen, An Enemy of the People

Principles of Loyal Oppositionists

Trust is earned, respect is given, and loyalty is demonstrated. Betrayal of any one of those is to lose all three.” – Ziad K. Abdelnour

Thus, the first principle of loyal oppositionists is to adhere to and commit to understanding this basic equation.  Failure to know and live this basic equation means loss of leadership, wasted resources, and chaos.  Important to note, these principles come before being “constructive, responsible, and bounded.”

Exclamation MarkWhile not precisely a ranked principle, a person’s character is witnessed; they are not spoken, not listened to, observed, and judged by others.

You can easily judge a man’s character by how he treats those who can do nothing for him.” – Johann Wolfgang von Goethe

Like trust in a relationship, a person’s character is built upon mutual experiences, time, and consistent behavior.  Loyal Oppositionists understand the power and reputation inherent in a person’s character; they are slow to judge, quick to observe and create their own opinions about other people’s character.  Realizing that a person’s character is built, allow yourself and others time to get to know your character.Virtue

The following cannot be stressed enough:

Loyalty means nothing unless it has at its heart the absolute principle of self-sacrifice.” – Woodrow Wilson

Self-sacrifice is not equivalent or comparable to being a floor mat for everyone to walk on.  Self-Sacrifice is all about knowing the why and being a volunteer.  Not to the point of burn-out, and not to inflate an ego or anything other than an honest desire to render assistance to the best of one’s abilities.  Loyal oppositionists want to help!  Failing to understand this mental desire is the number one reason why loyal oppositionists lose positions, roles, and employment.  Leaders, do you know who to trust as a loyal oppositionist?  Do you know how to use a loyal oppositionist to advance ideas to solutions?

DetectiveConfucius makes a powerful statement here for loyal oppositionists and their leaders.

Base yourself in loyalty and trust. Don’t be companions with those who are not your moral equal. When you make a mistake, don’t hesitate to [admit and] correct it.”

How often has a team failed in competition because one team member has the moral integrity of a louse and the entire team suffers, without ever knowing why they keep losing?  Consider your favorite sports teams, how many make the news for acting without moral integrity, and you can answer the first question quickly and easily!  Doubt this fact, pick a team, any team, any sport, and job, and you will find the truth glaring at you.  Morality matters!

Leaders…  Never Forget

We must not confuse dissent with disloyalty. When the loyal opposition dies, I think the soul of America dies with it.” – Edward R. Murrow

Remove America, insert your company or branded organization, and you will find significant truth in the statement from Mr. Murrow.  Dissent is defined as concluding contrary to the majority, expressing an opinion different from prevailing opinions or an official position, or simply a disagreement.

cropped-bird-of-prey.jpgI was working in a call center for a prominent online adult educator, where I questioned the software being changed and the rollout of the new software system.  The software would not be finished and thoroughly user-friendly for an additional five years after the initial rollout.  I expressed my dismay at rolling out a partially completed product when time and energy should have been put into finishing the software before rolling it out for all the employees.  My director felt this was disloyal to the organization, trumped-up fallacious claims, and wanted to punish me for disloyalty.  I walked out of that job; I was not disloyal then, I am still not disloyal to the brand.  I am not loyal to that director or the supervisor who craved a promotion and signed off on my being punished on fallacious claims and charges.

Mr. Murrow’s point is extremely critical for leaders and followers to embrace.  Loyal opposition lives as long as leaders, and followers, agree to disagree.  In the middle of two extreme points, truth is found, solutions improve, and people are built.  Thus, loyal oppositionists’ value is the second point in an extreme to aid in changing perspectives and building a better product, service, country, or nation.

Knowledge Check!While killing loyal opposition is most visible in the political spectrum where partisan politicians cannot agree to disagree and work together, the problem with killing loyal oppositionists is everywhere.  From sports teams to board rooms, to political forums to every business, refusing loyal opposition has become the disease we are strangled with.  Some try to blame communication skills, others try to blame the “speed of business,” others will use one of a thousand other excuses, but as the axiom goes, “Excuses are like butt-holes, everyone has one, and they stink!”  Embrace your loyal oppositionists and allow them to help you!

© 2021 M. Dave Salisbury
All Rights Reserved
The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.

Defining Customer Service: Some Examples – Shifting the Paradigms

Gitomer’s, “Customer Service is Worthless: Customer Loyalty is Priceless (1998),” customer service has changed in ways that motivate me to investigate, cheer when found, and when negatives are experienced I want to help fix the problems. Several books and research papers in my library confirm every point Gitomer makes; thus, the following four interactions are compared to Gitomer’s text to supply solutions that can be benchmarked as Gitomer is much easier to read. The intent of this article is to power enthusiasm for change in how customer service is found and improved to inspire customer loyalty.

The Chase bank app delivered an error that made no sense. I called the “Mobile Banking Line,” and then was transferred to another department with “tech-savvy people who could assist me further.” Those representatives were not only unable to aid, but they also could not understand the problem as described, and offered a “local branch.” Upon learning that I lived 264 miles to the nearest Chase bank branch in El Paso, Texas, the representative had no other solution, offered no additional explanation, and for being a senior, tech-savvy representative, was less useful than the first representative I spoke with. Thus, I drove the four hours to El Paso, to be at the Chase Bank branch by opening. Not only was the teller having difficulty performing the transaction, the Chase Bank “Customer Service Star” desktop guide posted where I could see and evaluate performance. I was correctly greeted, in the standard big bank demanded-greeting that means nothing and has no humanity, good-job. Everything after that went downhill. When the teller was told that the El Paso branch is the “local” branch for Albuquerque, NM., there was no response. Eventually, the transaction was finally completed, and I was offered a big corporate bank, no humanity farewell, good-job. For a transaction that I can normally complete on my phone, to take 25-minutes in the branch, after a four-hour drive, you would think the teller would have cared, responded, or simply had humanity.

Gitomer offers several suggestions that a customer needs; I offer the most critical customer need, “Response!” When the customer begins a conversation about having to drive from another state to your location, respond. Show an attitude of gratitude, express amazement, ask about the trip, but to ignore the customer and only focus on the transaction, I could have stayed in Albuquerque and gotten that response from the telephone line. Gitomer claims the best customer variable is loyalty. Washington Mutual was my bank; I was loyal from the first thing in the morning to the last thing at night, I told everyone to change to Washington Mutual. Chase acquired Washington Mutual during the banking crisis, and I have been provided a reason to be loyal to Chase to date. I have not been presented a reason to enjoy banking with Chase. Why; because every transaction is ruled by the corporate thinking and inflexibility of big banks who consider themselves “Too big to fail.” Well, lose some more customers, keep ignoring the customers you still have, and another merger to an even bigger corporate bank will be the future.

AT&T, there are several issues in the following story of recent customer service. Frequent readers of my articles will see a common trend, training. Here is another matter where training wins customers. February, I called AT&T looking for a solution; I got a larger price plan and thought all is well. March, I am introduced to the mouse print and discover that “Unlimited Data” has several limits; who knew, obviously not the AT&T telephone representative, or the online Chat representative, I had to visit a local store for an explanation. April more calls to the telephone line, more guesses to close the call. Another visit to the local store for help. Like the shampoo bottle’s instructions, “Wash, Rinse, Repeat” May, June, July, and August will see me going into the local store again on Monday. I promise, my trips to the store are not because I am finding customer service, especially since I must keep dodging sales to get questions answered. AT&T, what is your company training philosophy, procedures, and strategical and tactical reasons for conducting employee training? The current results are not satisfactory, and that problem is not improving.

Gitomer discusses how converted employees become loyal employees. I was a converted and loyal customer to Cingular Wireless, which was bought by AT&T. I was a converted customer of Alltel, which was merged into Verizon and AT&T. I was converted to these companies for the service, clarity, and the lack of mouse-print conditions that the employees do not even know or can explain. Banking and Cellphones have something in common, the product is remarkably similar, and the service provided by employees is the only separating variable between your company and your competition. Chase, AT&T, where is the employee training on distinguishing service and building customer loyalty?

“#6 WOW! Variable: Truthful – Customers want the truth! The customer will find out eventually, so you may as well start with the truth – [especially] if [the truth] hurts” (Gitomer, 1998, p. 97; emphasis mine). AT&T, please heed! Chase, you might want to have the same conversation in your call center as well. When customers start with the telephone line looking for information and receive a lie, you are building a customer event that will cost your company customers! Lying loses customers; this equation should be the number one discussion with every employee. I have spent hours on the phone receiving one piece of information, only to walk into the AT&T store and get handed more mouse print. Thus, when training, emphasize the need for clear, concise, truth; served openly and with conviction.

Like many US Military Veterans, I am regularly stuck between two bureaucracies in dealing with the Veterans Administration. However, there is nothing more frustrating than getting the same issues in non-government health administrations. Corporate medicine began in the late 1980s in America, and since then community hospitals have become giant behemoths where bureaucracies reign.  These establishments have yet to understand they must pay attention to the customer/patient, not the insurance company, and indeed not the voices in their heads. Hospital directors, leaders, and providers, what do you do when a patient/customer walks in with cash and asks for service? I walked into the University of New Mexico, Orthopedics Department, plopped $2000.00 in cash down and asked for 60-minutes of time with any provider who was available for a letter I need. Records were available, x-rays, MRI’s, and a host of data. The letter would take less than 60-minutes, and I do not know anyone who would turn down cash and a payday of $2000.00 for an hour or less of work. Yet, not only was I turned away by the bureaucracy, I was informed I would have to travel an hour to another location instead of where I was, because I had been treated there two-years prior. But, I would still not be able to obtain the letter I needed as the other department is neurology. To receive treatment at the specialist demanded by the VA bureaucracy, I must first find a primary care provider who would refer me to a specific provider in orthopedics, before I could finally discuss the potential to fill my need.

Gitomer talks about this principle. The customer does not care about your processes, procedures, policies, and propaganda. The customer cares about what they need, what they offer, and how to obtain what they need. When I called AT&T this week, the third person I spoke with started every answer with “I apologize.” The UNM representative did the same thing in refusing my money and their services. The UNM representative also pulled the “Let me check” run out the office, reappear, helpless, act, to attempt actually to be helpful. The same act is done by telephone representatives who place a customer on hold to “check with a supervisor.” The customer knows what you are doing, and I, for one, am not impressed! Gitomer emphasizes on this point, and if the apology does not come with a solution that gets the customer to what they need, the apology is an excuse that is lame, weak, and useless.

03 August 2019 email messages were sent to three Federally elected representatives of New Mexico, Congresswoman Debra Haaland (D), Senator Tom Udall (D), Senator Martin Heinrich (D). I asked them if they were interested or cared about the veterans in their districts and what is occurring in the Albuquerque VA Medical Center. Their silence testifies to their disregard to their constituents. Unfortunately, this treatment or abuse of their constituents is not limited to the few representatives from New Mexico. Friday, I received a boilerplate email response from Senator Tom Udall’s staff, auto signed, with wording that clearly claims, I do not care about you or your issue, leave me alone, and stop bothering me. As the sole respondent in three elected officials, as the customer, voter, and citizen, I am not pleased!

Each of the above situations breeds a question; “Why should I remain a customer, patient, voter?”

The solutions are clear:

  1. Train employees. Encourage employees to walk customers through different solutions using the truth mentally. Apologize only when you have a solution and mean you are sorry. False apologies are as useful as a blunt needle, you might get the job done, but you are going to drive yourself and everyone else crazy doing the job. Show why training is occurring. State the strategy, so the tactical actions requested make sense to those being trained.
  2. Respond to the customer. Active listening is only half the communication effort, forming proper responses means building upon what the customer said with your response. Failure to respond appropriately, and the customer situation is worsened for the next person to communicate with this customer.
  3. Gitomer asks the following question, “What will it take to end measuring ‘[customer] satisfaction’ in your business” (Gitomer, 1998, p. 257)? I guarantee that the answer to this question is going to cause significant angst in why and how you communicate with customers. I am fairly certain, the answer to this question is going to disrupt every communication channel’s operations and daily tactical actions requiring a review of operational strategy. Business leaders, do you dare to ask the question? Are you prepared for the answer?
  4. Gitomer, Chapter 16 (p. 234-248) details change and how to make the change effective in your operations. The 10.5 points are useful, but what comes next is the best plan for moving forward successfully.

Leading to the final question:

“What will you do now?”

 

Reference

Gitomer, J. (1998). Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know. Atlanta, GA: Bard Press.

 

© 2019 M. Dave Salisbury

All Rights Reserved

The images used herein were obtained in the public domain, this author holds no copyright to the images displayed.

Shifting the Customer Service Paradigm – Build Loyalty, Don’t Provide Service

Capturing customer feedback without alienating the customer is more than a process, more than a few meaningless vague words, and more than simple platitudes written in the home office for self-aggrandizement. More to the point, a customer survey should not have to be “sold” to a customer, offered in the first or last seconds of a call, and should build value to the customer asked for their opinion. Customer service in many organizations has a terrible problem, service. A better way exists that can solve and rectify the problem of service. In his book, “Customer Satisfaction is Worthless – Customer Loyalty is Priceless,” Jeffery Gitomer sheds some interesting light on this subject, and along the way, gives some great advice to fixing the problem. Jeffery Gitomer lists 12.5 reasons for poor service or customer alienation, they are:

  1. Wrong Mission Statement.
  2. No “Written” principles for customer service are established.
  3. Failure to start friendly.
  4. Failure to say it in the way the customer wants to hear it.
  5. Poor examples set by upper management.
  6. Companies allow employees to be rude to customers and tell customers “No” [Emphasis Mine].
  7. We are living in an era of responsibility shirkers and blamers.
  8. Companies settle for customer satisfaction [calling this service] rather than loyalty.
  9. Low training budget priority.
  10. Concentrating on competitive issues rather than competitive advantages
  11. Companies make the fatal mistake of only providing “company training” and “policy (rules) training.”
  12. Companies train only once in a while instead of everyday.

Finally,

12.5. Failure to realize who is really in sales and service (Gitomer, 1998, pg 61-64).

Each of these steps holds its own bearing and weight upon customer alienation issues and the resulting problems and solutions for correction. Airtouch Cellular is one of the few companies that proved customer loyalty was the key to success. Friendly customer assistance representatives, training in going beyond simply satisfying the customer, allowing employees to serve the customer, and having managers back the service representatives in their decisions made all the difference, and the impression was lasting on both the employees and the customers long after the Airtouch/Verizon acquisition.

Better still, this pattern of building loyalty instead of serving a customer, can be seen in successful organizations like Quicken Loans, COSTCO, and Southwest Airlines. When buying a loaf of bread, any store will do, any brand will suffice, and yet, what drives a customer to go out of their way to shop at a specific store is more than the cost of the loaf of bread. While mortgage costs differ from company to company, what drives the customer to remain with a single mortgage provider when copycats and service providers fill the industry? When scheduling a flight, what drives a customer to choose one airline over another? Always, the answer comes back to the customer having made an emotional connection with a brand through the people representing the brand, thus leading to another question: how did this emotional connection arise? A need was experienced, and when that need was most pressing, a person provided not service, e.g., selling an airplane ticket, loaf of bread, or mortgage. The person sold loyalty by building emotionally value added experiences that met the need, then surpassed the need.

For example, while considering about becoming a COSTCO member, a friend discussed membership with the COSTCO representative. The representative walked my friend through the store, enumerating the tangible benefits of being a member while becoming familiar with my friend’s food tastes, preferences in shopping times, methods of purchase, needs for insurance, travel, and more. The COSTCO employee did not have to do anything more than place a brochure in front of the potential member; yet, by taking the path to build not customer service but customer loyalty, my friend uses COSTCO for everything and sings the praises of the brand to everyone. Hearing this tale several times, I asked my friend, “Was the employee reprimanded for taking this much time with you?” My friend met the employee’s manager during the tour, and the manager asked to join the tour and praised the employee’s knowledge and technique in helping customers. The best part of the COSTCO story is that this story is normal and similar stories are related by loyalty building customers of Quicken Loans, Southwest Airlines, Apple, and many more.

The engaged leader remembers the following axiom if they want to build a loyalty focused customer base, “A teacher is a leader, and a leader only teaches.” St. Francis of Assisi is quoted thus: “Preach the gospel, always. If necessary, use words.” The application cannot be understated. The leader, who wants customer loyalty, first exemplifies to internal customers loyalty building actions. Second, the leader then provides training and teaches how to embrace loyalty over simply giving service. Third, the leader catches their people doing something right, using their own judgment to drive the external or internal customer experience, and offers sincere and timely praise.

Quicken Loans has an “Ism.” An “Ism” is a culture-driving phrase representing an action expected by all employees, trained upon by organizational leaders, and exemplified by the entire organization, and one of these “Ism’s” is “Yes before No.” Consider how often as an external, or maybe an internal, customer you have a need, find a service provider, and the first thing you hear is “No” in some form denying you actually have a need and the other person’s refusal to meet your need. Your next step is to discontinue doing business with this person/company and then tell people how horribly you were treated. When given the chance to proclaim “Yes” and exhaust every possibility before reluctantly saying “no,” the response from customers and service providers builds that emotional connection needed to change the relationship from delivering service to building loyalty.

As a leader, focus on the people, not the result. The truth remains, people are led, data is managed, and leaders must encourage the realization that people are not data. People are not reports, numbers, statistical analysis, or obstacles to overcome. Engaging upon people remains the greatest action, regardless of medium in meeting business objectives. Hence, get out of your office, talk to people, engage in value building activities, and stop wasting valuable time and resources in simply providing service to a customer.

Reference

Gitomer, J. (1998). Customer satisfaction is worthless – Customer loyalty is priceless. Atlanta, GA: Bard Press.

© 2015 M. Dave Salisbury

All Rights Reserved