MODERN LEADERSHIP
you are currently delivering.
The questions will then start to roll:
Are we delivering a customer
service that is meeting
expectation?
What would the customer want to
have a truly outstanding customer
experience?
Who else is delivering that
experience for their customers?
What would we have to do to
code that success and also deliver
that experience?
Even if you don’t have the
conversation with them, at least
watch them. What do they do that
engages the customer? What does
the customer appreciate about
them? What do they do that is
successful?
Perhaps there is not anyone at
your organisation to model. In that
case, find someone else from a
different organisation or company
from your past to replicate
successful behaviour. Code their
success and put it into action for
yourself.
To make this come alive, it is easy
to use a sports analogy. Imagine
joining a sporting team for the
first time. When most people join
a team and are new to that team,
who do they spend time with?
Other new players. Therefore,
they learn to train like rookies and
have rookie attitudes and beliefs.
Instead, find the best player on the
team. How do they train? How do
they act in the face of adversity?
What is their belief system about
success? Code what it is that they
do to be successful and begin to
replicate it.
The same is true with fitness.
What do fit people do? How do
they exercise? What do they eat?
MAKE IT HAPPEN FOR YOU
Obviously, you would not be able
to become fit overni