Q. How do you set the proper tone for customer relations?
It starts at the top. When personnel within the organization see how I deal with customers and how I deal with people, they feel confident they can engage with customers in a similar fashion. Do what you say and say what you do.
If you conduct yourself day to day with that type of approach where you are following through with what you say you are going to do and you communicate it effectively across the organization, those in the organization will follow through and conduct themselves in a similar way.
Hire people with character and integrity and the kind of traits that involve honesty and a strong work ethic. Have people in your organization that have those kinds of traits. Hire people based on character, integrity and work ethic first and experience and knowledge second. You can always train someone to perform the job at hand, but you can’t train someone to be honest.
Q. How do you empower your people?
You can’t micromanage. But at the same time, as the leader, it’s really important to hold your personnel accountable for their decisions. Holding people accountable is a key strength area for all leaders.
If someone makes a good decision, give them credit for doing so. If someone makes a poor decision, ask them to explain why.
It’s easy to tell someone they are doing a good job, but it’s not easy for most to ask someone why they made a poor decision. Pick your battles wisely. What’s important with that skill set as a leader is to not question every single decision. That is micromanaging, and that’s counterproductive.
As the leader, you have to decide which decisions require further review and follow-up and explanation and which do not. There is a key balance there. As people, we all have sensitivities and emotions. Being able to separate the emotions from the fact is a really important process when you are holding people accountable for the decisions they make day to day.
If personnel are confident that they have the backing of me to make day-to-day decisions that are in the best interest of the customer, they are more likely to be open and communicate and be more productive while working.
Q. How can you help your people build better relationships?
One of the books that I really like a lot is, ‘The 7 Habits of Highly Effective People,’ written by Stephen Covey. He refers to the four key areas of fitness being spiritual, physical, mental and social fitness.
Having balance in your life and being fit in those four key areas is a really important part of being the best you can possibly be. If you have a passion for what you do and you are passionate about these four key areas, that enthusiasm rubs off on the people in your organization.
If you are passionate about these four areas and you are passionate about what you do, it shows in how you live your life. When you have leaders who exhibit these four key areas and they are passionate and enthusiastic about these four areas, you really become a leader for what you do more so than from what you say.
How to reach: Jarrett Logistics Systems Inc., (330) 682-0099 or www.jarrettlogistics.com
