Interpersonal Business

We have all grappled with our own expectations relating peak performance for ourselves and others, but we can only hold others to a level of performance consistent with our own in order to sustain credibility. This said, as managers we can never completely understand or assimilate peak performance until it has become fully exhibited, comprehended, and established. We can’t always sustain a standard of peak performance from all of those with whom we come in professional contact. We can expect a commitment to progress in each and every professional relationship we maintain, including the professional relationship we have with ourselves.

One of the highest priorities in management is to surround itself with exceptional people. Similar to Lou Pinella’s remarkable success with the Mariners back in the 90’s, management can create a winning team with a sense of good timing and respect for each team member. Use staff members to their full potential, and show confidence and support. Reassess their current desires, observations and strengths on a periodic basis.

Those who’ve survived in business have done so by never deviating from their model of insuring a positive and rewarding customer experience. Now’s the time to analyze just how user-friendly your company is. Make sure everyone on your staff understands their importance in the total “sales process.” Create a customer experience mission statement, including minimum standards of performance, and then provide the training to fulfill the objective. It’s time to dazzle the marketplace.

Today’s level of customer service has been reduced to “let’s make it as difficult as possible for the customers so they’ll stop calling to pester us.” We are so used to not getting a high level of customer service that we, in turn, have lost sight of its high importance. We need our customers! It’s paramount today to bring clarity, on a daily basis, to the priority and value of quality customer service.