Author: JoAnna Brandi
Good leaders today don't need to have all the answers, but they do need to have some darn insightful questions. I have file folders full of questions that I have collected through the years. Once, when asked me what my favorite question was, I responded that it's the one question that you should be asking yourself and every member of your team on a regular basis. Here's the question....
I was talking to a new client last week and I told him that in the course of working with me he would learn a lot about asking questions. In fact, I told him, good leaders today don't need to have all the answers, but they do need to have some darn insightful questions. I have file folders full of questions that I have collected through the years.
He asked me what my favorite question was. I didn't want to tell him, since I was preparing to come and speak to his group soon and wanted to keep the suspense.
If you've heard me speak, you know what it is. You know I think this question is one that will focus attention - yours and the people who work with you - on the most important area of your business - value creation.
It's the one question that you should be asking yourself and every member of your team on a regular basis. It will put your attention right where it should be.
Can't stand the suspense? Neither could he. He persuaded me to reveal it so he could start using it right away:
"How have I created value today?"
Ask yourself that question - ask your team members the question - and get the conversation at work focused on the many things you can do to create value. It's fundamental, it's elementary, it's basic, and it's essential to succeeding in the marketplace.
Here's what we have to say about value in the second of our Nine Customer Care Coach® Foundation Principles:
Foundation Principle #2: The organizations built on value-packed relationships are the organizations that thrive. Businesses thrive when all relationships are healthy and you provide value for everyone affected by the business. By all relationships, we refer to each employee's external relationships (with customers, suppliers, the community in which the business is located, etc.), internal relationships with co-workers, and with themselves - the invaluable 'inner relationship' that many companies neglect to nurture.
The value you provide shows up in two ways: hard value (the tangible stuff) like goods and profit, and soft value (the intangible stuff), the feelings people experience when working for and doing business with your team and or company. When you're willing to continuously change to meet the ever-changing needs and values of your employees and customers, you create a dynamic, energizing, exciting, creative and innovative 'learning culture' where everyone feels empowered by their association with your organization. Thriving relationships are marked by trust, respect, communication, and appreciation.
Thriving is a result of creating value for all stakeholders and value is what makes customers say "WOW!"
To stay focused on value ask yourself at the end of each day and/or week: "What have I done to add value?" Likewise, regularly ask your team members: "What have you done to add value to the customer experience?" Before you know it you'll all be adding value in ways you never knew possible.
Be well,
JoAnna
P.S. If you want to know what the other eight Foundation Principles are send an email to Amy@customercarecoach.com with the words "Foundation Principles" in the subject line and we will get our "mini poster" and our principles to you right away. If you have any doubt as to whether or not your delivering exquisite customer care - you need to see these nine principles.
Copyright 2005 by JoAnna Brandi. Used with permission.