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As an emerging leader, what you leave behind can either make or break you. Believing that a brand is just for a business or your favorite products is a myth that can cost you thousands of dollars in sales or countless missed opportunities or both. Dr. Jay Conger Professor of Leadership Studies, Claremont McKenna College, discusses your brand as an important aspect of great leadership.
“We’re swimming in advice about how to be good leaders. Bookstores hold remarkable portraits of Donald Trump, Martha Stewart, Jack Welch and others. They all have advice for us. But how many people can “play” Donald Trump? It’s hard to imitate these characters. And if you try, it is usually a disaster. The last person who tried to imitate Jack Welsh was Jacques Nasser at Ford, which is one reason why Ford ended up on the brink of disaster. It’s better to be yourself; beware of who you wish to become.”
“You sit in a powerful spotlight that can be used to energize people, align the actions of the people who work for you, and promote change.”
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Short and Sweet — The thing is no matter how hard you work at it, there will be complaints from clients.
How you handle the complaint or concern determines your depth as a business and as a leader.
One straightforward approach is to really listen to the issue and restate their concerns to them. For example: ‘Am I understanding you were not happy with this part of our service?’
Then of course, you want to find a way to rectify by offering compensation according to your policy. It may be a gift certificate, or a card sent as a follow-up that says ” thank you! Please give us another try on us!
So what if your service doesn’t involve give backs. Your responsibility as leader is to find a way to avoid excuses and re-engage the client.
Until next time, Stephanie
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Short and Sweet — The thing is no matter how hard you work at it, there will be complaints from clients.
How you handle the complaint or concern determines your depth as a business and as a leader.
One straightforward approach is to really listen to the issue and restate their concerns to them. For example: ‘Am I understanding you were not happy with this part of our service?’
Then of course, you want to find a way to rectify by offering compensation according to your policy. It may be a gift certificate, or a card sent as a follow-up that says ” thank you! Please give us another try on us!
So what if your service doesn’t involve give backs. Your responsibility as leader is to find a way to avoid excuses and re-engage the client.
Until next time, Stephanie