A traditional definition of Leadership is an interpersonal influence directed toward the achievement of goal or goals. Interpersonal meaning between persons; Influence is the power to affect others; and Goal is the end one strives to attain. It basically says that a leader influences more than one person toward a goal. That is what leaders do every day. Where management is the process of setting and achieving goals of the organization thru functions of management (planning, organizing, directing, controlling), leading really deals with the interpersonal aspects of managers job (change, inspiration, motivation, influence). That is what makes leading tough and why good leaders are hard to find.

During my career, I learned there is no specific reference available to ensure you apply proper leadership techniques in all situations. It will vary on circumstances and normally requires calling on past experiences to arrive at the right conclusion. I learned a lot from previous leaders I had worked for as well as observations from leaders I either read about or was exposed to. I learned that leadership was about setting vision, direction, offering support and giving advice to meet the needs of employees, customers and stakeholders. It’s about being personally accountable for the areas you lead and setting the tone for your organizations. It’s about building relationships to get work done through others. It’s about developing and empowering your employees to excel. But in the end, it’s about RESULTS because that is the true measure of a great or poor leader.

I developed my leadership style by thinking through my experiences as an individual contributor and what I wanted in a leader. Be empathetic, help employees with problems, both personal and work related. Avoid politics and backstabbing. I wanted a leader that trusted me when I earned that trust. I wanted a leader that was both fair and demanding. Someone who I could have a beer with yet confide with in tough times. I wanted a leader who was a friend with a mutual understanding of when the line had to be drawn between friendship and work. Think through some of the poor leaders you’ve worked for or have been exposed too. I knew of one leader who would actually confront his employees in front of others to embarrass them into better performance and belittle them to get to that end. There are others who actually think they are better than you due to their education, affiliations, or work experience yet have never shown results to justify their position of leadership. You can learn a lot about being a good leader from the environment around you and your past experiences. Turn that experience into becoming the leader you want to work for.

Following are some specific “tips to be an effective leader” I’ve learned over the years:

Watch out for “A” players. They can be disruptive if not careful. Many of them worry more about their career then the team. Focus on your “B” players. They represent 80% of your employees and are probably getting most of your work done anyway. They are becoming the forgotten ones who will leave the company. As for “C” players, you shouldn’t have them anyway and if you do, make them solid “B”s.
Do not accept mediocrity. It spreads like a disease.
Work on your speaking ability and presentation skills. It separates some of the best leaders.
Be competitive but not a poor loser
Know your employees and treat them all with respect.
Be systematic, organized & fair
Coaching and Teamwork is your primary duty. I heard a good quote from a football player on a division leading team recently: “When we win together, we all eat”
You won’t need to worry about meeting financial objectives if you lead a high performing team. In fact that becomes the least of your worries
Study leadership. Two books on leadership I’d recommend are Patrick Lencioni’s “The Five Dysfunctions of a Team” and “The 4 Disciplines of a Healthy Organization”.
Good Luck moving forward.

• 59% of your customers will leave if dissatisfied with your service support
• 78% will repurchase when high quality service support is delivered
• 53% will tell others about bad service
• 16% will file a complaint
• 82% will recommend you to others if service quality is high
• A 5% increase in customer retention = 100% increase in profits
• A 1% improvement in customer satisfaction = 3% market value increase

All of these validated metrics illustrate the importance of providing a World Class Service Operation for your customers. The competitive pressures facing equipment manufacturers signal more tough times ahead:

• Most service executives will experience a decrease in their operating budgets
• Decreases in travel, staffing and compensation can be expected
• Contract renewals will become less “automatic” and more scrutinized in detail
• Customers may look to “downsize” contracts and take on more risk
• It will be more difficult to add incremental business
• Almost all customers will expect the same level of service quality at lower cost

Considering the upside to Best-in-Class Post Sale Support, while understanding the issues faced, is critical to success. The following are a few of the key factors that should be used to transition your service organization and achieve many of the metrics listed above:

 

Focus on the Customer

The Service organization has a unique relationship with the customer. Customers are not threatened by their presence. They are not there to “sell” something. They are there to help the customer to utilize an expensive asset. They can gather intelligence like no other resource in an organization. They typically communicate with the customer more than anyone in the business. Utilize regular surveys for feedback and commit to follow-up and improvement. It leads to results as mentioned above.

 

Commit to Service Excellence

Most organizations give this factor “lip service”. They don’t have a real strategy to drive service performance. Spend the upfront time to derive a Vision for Service Support. Utilize Benchmarks to see how others drive success and performance. Ensure it’s consistent with the overall corporate strategy. Then implement an operational strategy using specific and measurable objectives to execute the plan. Use of Key Performance Indicators (KPI’s) will be critical to measure success in implementation especially when compared to Best-in-Class Benchmarks. Set goals for these indicators and drive achievement.

 

View your Service Operation as a Profit Center vs. a Cost Center

Many organizations will look at Service as a necessary evil. They understand that Customer Support is required post sale, but tend to focus more on the next new product introduction, marketing and sales strategies. Budget pressures will force businesses to compromise on resource allocation leading to the chance Service Support is short changed. Data shows that high quality service support can drive increased revenue and high profit margin when service is operated in this way.

 

Utilize Technology

There are exceptional tools available to take care of the customer. Service velocity is key to improved customer satisfaction. Remote support tools to interface with equipment is becoming common place. Predicting equipment failure prior to it occurring is becoming the norm. Access to that equipment remotely decreases diagnosis and response time. Recovery time in today’s environment demands to be measured in hours versus days. Additionally, field support tools to improve field engineer productivity have improved immensely. Wireless smartphones and PDAs, Cloud based Maintenance Management packages to communicate and log data, and integrated GPS services to improve efficiency are essential. Invest in technology to drive your performance.

 

Invest in Your People

In the past, customer facing support personnel were viewed as call handlers and technical experts. Driving a World Class service operation demands more… Field Technicians must be considered Field Professionals. They must dress and act professional. They require superior communication skills. They should to treat their role as if it was their own business. They must work as a team with their Field Sales and Marketing colleagues to communicate the needs of the customer. Investment in robust and effective training programs is essential to performance. In service, the product is your people, the quality of your product will lead to a Best-in-Class support operation.