In this latest article and podcast, we look at the 9th and final leadership skill from my ‘Think See Do’ Leadership model.
Specifically, what you ‘Do’ within your ‘Organisation’ to get the best results.
We will look at the importance of drilling down your 3 year vision (from skill 8) into actionable 90 day plans. How to measure your results, changes and improvements. Finally, we’ll look at delivering exceptional customer service.
This is covered in more depth in my latest ‘Leadership Mindset – Think, See, Do’ podcast episode.
You can access the podcast:
90 day plans
They way I work in my business and with my clients is to take a more high-level strategy or business plan and look at what this means in terms of shorter-term actions. You can also use this approach for internal or client projects.
This means first deciding on where you would like to be at the end of 90 days. This can be for your over-arching strategy or a specific project. What are the outcomes that you want to achieve with your people?
I’ve included a simple example below, for those of you who have not come across a Gantt chart format, but it’s very much based on Microsoft Project planning tool (which I used in my IT Project Management days).
You take each key goal and break them down into activities and assign responsibility.
To keep yourself and others on track, you can simply look at each vertical line, week by week, and ensure people know what needs to be done. This means that your vision for 1 year in advance can be broken down into four 90 day plans as you move through the year and everything is tracked and monitored.
Measuring for success
As well as using 90 day plans, another important tool to keep you on track is to measure progress and results!
This often takes the form of a KPI (Key Performance Indicator) dashboard. My recommendation is to start simple.
Set 4 or 5 measures in each key aspect of your business:
- Sales and Marketing
- Customer Service
Use measures that are a) useful and b) not too difficult to source. You can then track these month by month in a spreadsheet (you can upgrade to use software further down the line if you wish, but no need to start!)
Have targets for the measures too and then you can monitor progress with everyone.
This is also a really good way of testing changes in systems or products to see what impact is had on the measures.
Exceptional customer service
Finally, the most important part. How we deliver exceptional customer service. Tracking our projects (internal and external) and keeping an eye on our measures (especially those customer service ones) will all contribute to this.
But it’s also important to:
- Gain meaningful feedback and act on it!
- Get everyone focused on the behaviours that will support your values and value proposition (see skills 4 and 8).
- Build a positive ‘will do’ culture that is solution rather than problem focused.
- Demonstrate real proactivity in your relationships.
- Use technology and other approaches to improve the service and the way customers engage with you at all touch points.
- Keep things simple, especially for your customers!
- As leaders, look to serve your people to deliver at their very best (especially those on the front line).
- Know the importance of “doing what you say you will do” always!
- Treat others as you would like to be treated.
- Model examples of great customer service in other organisations.
This article has given you ideas on how to keep yourself on track and deliver projects, products and your customer service to the best of your ability. Have a listen to the podcast to go into this in more depth.
I am more than happy to offer advice if you want any aspect explaining further. Just contact me as per the details below.
Please feel free to subscribe to the podcast series ‘Leadership Mindset – Think, See, Do’ and explore other episodes in the series.
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If you feel you need support in your leadership role, please give me a call on 07912 143 040 or email me at firstname.lastname@example.org and we can discuss how I can support your leadership development.