Frontline Leadership TRENDS by George Reavis

<body> <a href="http://thankingcustomers.com">Frontline Leadership TRENDS by George Reavis</a><ul><li><a href=http://quikonnex.com/channel/link.php?id=16947>I am because we are,</a><br><p><font face="Arial" size="3">In Don Blohowiak's weblog "Leadership. Now." a few days ago he featured the word "ubuntu" as a great example of the attitude and philosophy one should take towards leadership.  I think this is a wonderful example of any group leader taking action "with" rather than "to" their associates.</font></p> <p><font face="Arial" size="3">The article is a great read -</font></p> <p><font face="Arial" size="3"><a href="http://blogs.bnet.com/leadershipnow/?p=320" rel="bookmark" title="Permanent Link: Ubuntu"><font face="Arial" size="4"> Ubuntu</a> by <a href="http://bnet.com"><font face="Arial" size="4">BNET</a>'s Don Blohowiak -- Ubuntu, from the Zulu and Xhosa languages, means “I am because we are,” as South African Archbishop Desmond Tutu translates it. (Other translations have it [...]</font></p> <a href="http://quikonnex.com/channel/item/16947"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=7692>October 2004 Newsletter - "Frontline Leaders"</a><br><!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">  <BODY text=#000000 vLink=#800000 aLink=#800000 leftMargin=0 topMargin=0 MARGINHEIGHT="0" MARGINWIDTH="0" link="#000080"> <CENTER> <TABLE cellSpacing=0 cols=3 cellPadding=0 width="100%" border=0> <TBODY> <TR vAlign=top> <TD vAlign=top width="1%"></TD> <TD width="66%"> <p align="center"><b><font face="Arial" size="3" color="#000080"><a href="http://thankingcustomers.com/tour.htm" target="_blank">Tour</a>     <a href="http://thankingcustomers.com/home.htm" target="_blank">Resources</a>     <a href="http://thankingcustomers.com/support.htm" target="_blank">Support</a></font><font face="Arial" size="3" color="#FFFFFF">     </font><font face="Arial" size="3" color="#000080"><a href="http://thankingcustomers.com/aboutus.htm" target="_blank">About Us</a>      <a href="http://thankingcustomers.com/story.htm" target="_blank">The Story</a>     <a href="http://thankingcustomers.com/action.htm" target="_blank">Activities</a></font></b> <p><a href="http://thankingcustomers.com" target="_blank"><IMG height=91 alt="Customer Feedback Management Skills" src="http://thankingcustomers.com/cfmslogo3.gif" width=340> <font face="Arial" size="2">Click on <b><a href="http://thankingcustomers.com/bluelinks.htm" target="_blank">blue links</a></b> for more information (close windows when finished)</font> </p> <div align="left"> <table border="0" width="80%" bgcolor="#000080" height="50"> <tr> <td width="100%"><b><font color="#FFFFFF">Newsletter -         </font></b><font color="#FFFFFF" face="Verdana Ref" size="5"><b><i>"Frontline Leadership"</i></b></font></td> </tr> </table> </div>   <p><b><font color="#000000" size="2" face="Verdana">The Official Newsletter of ThankingCustomers.com</font></b></p> <p><b><font color="#000000" size="2" face="Verdana">"Leading Experiences Through Daily Operations"</font></b></p> <p><font face="Arial" size="2">Note:  If you would like to view this E-Newsletter directly on the Web <a href="http://thankingcustomers.com/Newsletter_Oct2004.htm">http://thankingcustomers.com/Newsletter_Oct2004.htm</a> </font></p> <p><font color="#000000" size="2" face="Arial">"It is difficult for people to stay absorbed in any activity unless they get timely online information about how well they are doing.  Feedback may come from colleagues or supervisors but preferably the activity itself will provide the feedback.  The ability to give objective feedback to oneself is in fact the mark of the expert.  --  Mihaly Csikszentmihalyi, <u>Good Business</u> </font></p> <p><b><font color="#000000" size="2" face="Verdana">October 31, 2004</font></b></p> <p>New possibilities to deepen your skills, enjoyment, relationships, and recognition that give our lives true meaning.  We hope that ThankingCustomers.com will continue to be a valuable and inspiring resource for you on your journey. </p> <p>Here is the question and recognition challenge which you'll find in this issue of <i>"Frontline Leadership"</i></p> <p><b><font color="#000000" size="2" face="Verdana">CONTENTS     </font></b></p> <p><font color="#000000" size="2" face="Arial">Our Objective</u></a></font> <p><font color="#000000" size="2" face="Arial">CRL (Customer Relationship Leadership) for Your CRM</u></a></font><p><font color="#000000" size="2" face="Arial">Six-Steps</u></a></font><p><font color="#000000" size="2" face="Arial">Maintain Attention</u></a></font><p><font color="#000000" size="2" face="Arial">Difference between Customer Service and Customer Focus</u></a></font><p><font color="#000000" size="2" face="Arial">Practice, Practice, Practice</u></a></font> <p>  </p> <p><b><font color="#000000" size="2" face="Verdana"><a name="objective"></a>Our Objective</font></b> </p> <p><font face="Arial" size="2"> WELCOME TO "FRONTLINE LEADERSHIP", a newsletter dedicated to helping those team leaders and managers on the frontlines of daily operations <b> <a href="http://thankingcustomers.com/p2-2.htm" target="_blank"> lead experiences and relationships</a></b> to compliment their existing managerial activities.  Currently most every enterprise manages relationships but what is needed are ways to <b>also</b> lead those workplace relationships and experiences.  Our research suggests there are three key areas within the enterprise that this takes place.  Those are between associates and 1) Customers, 2) Fellow associates, and 3) Partners (both internal and external).  Team leaders must be aware of all three areas for associates to get the all-important feedback from the daily activities themselves.  <a href="http://www.presentationpro.com/viewer/12536D" target="_blank"><b>Click here to take a Flash tour </b></a>of what leading relationships is about.</font> </p> <p><b><font color="#000000" size="2" face="Verdana"><a name="CRL"></a>CRL (Customer Relationship Leadership) for Your CRM</font></b> </p> <p> <font face="Arial" size="2">I have worked at a concept I call "leading relationships."  Enterprises create structure and discipline by managing relationships but need to lead relationships to align and maintain it.  This approach is user-centered by providing leadership activities for frontline leaders to continue, not change, their existing managerial activities.  Practicing activities for <a href="http://thankingcustomers.com/leadershipskills.htm" target="_blank"><b>leading the workplace experiences</b></a> and <a href="http://www.presentationpro.com/viewer/125EDD" target="_blank"><b> relationships of associates</b> </a> for follow-through and continuation of existing activities (programs) which manage those relationships.  <a href="http://thankingcustomers.com/building.htm" target="_blank"><b>Building long-term relationships</b></a> with customers, associates, and partners to create awareness, understanding, and ownership.  Learn more at <b><a href="http://thankingcustomers.com/CRL.html" target="_blank">http://thankingcustomers.com/CRL.html</a> </b></font> </p> <p><b><font color="#000000" size="2" face="Verdana"><a name="steps"></a>Six-Steps</font></b> </p> <p><font face="Arial" size="2">It only takes two people to initiate the practice in a daily operations team/group.  A "Guide" (team leader) to lead the actions and a "Coordinator" (supervisor) to provide support and act as liaison.  Together they develop the six steps needed to repeat the practice cycle - <a href="http://thankingcustomers.com/sixsteps.htm" target="_blank">http://thankingcustomers.com/sixsteps.htm</a> </font> </p> <p><b><font color="#000000" size="2" face="Verdana"><a name="attention"></a>Maintain Attention</font></b> </p> <p><font face="Arial" size="2">One of the main purposes of leading relationships is for follow through in maintaining the attention of all associates.  Yes, attention truly is the currency of leadership and one of the scarcest of "soft" enterprise resources.  By repeating the practice cycle you continue the journey and maintain attention.  Read some of the studies and expert opinions on attention at <a href="http://thankingcustomers.com/attention.htm" target="_blank">http://thankingcustomers.com/attention.htm</a>   </font> </p> <p><font color="#000000" size="2" face="Verdana"><b><a name="service"></a>Customer Service and Customer Focus</b></font> </p> </CENTER> <p align="left"><font face="Arial" size="2">Initially a manager or team leader must execute individual activities or operations but building customer loyalty requires long-term relationships with customers.  This requires leadership to be situational.  View a larger assessment at <a href="http://thankingcustomers.com/customerservice.html" target="_blank">http://thankingcustomers.com/customerservice.html </a></font></p> <p align="left"><b><font color="#000000" size="2" face="Verdana"><a name="practice"></a>Practice, Practice, Practice</font></b></p> <p align="left"><font face="Arial" size="2">No, the journey never ends and you will never be perfect but it does get easier and a whole lot more enjoyable.  Soon you are experiencing pride, inspiration, involvement, trust and cooperation on the frontlines of daily operations - <a href="http://thankingcustomers.com/practice.html">http://thankingcustomers.com/model.html</a> </font></p> <BLOCKQUOTE> <CENTER> <p align="center"><img border="0" src="http://thankingcustomers.com/practice.jpg" width="263" height="264"></p> </BLOCKQUOTE> <p align="center"><i><b><font face="Verdana" size="2" color="#808000">"If you give a team member customer feedback, you focus them for</font></b></i> <font face="Verdana" size="2" color="#808000"><b><i>a day. If you teach a team member how to ask for customer feedback,</i></b></font> <font face="Verdana" size="2" color="#808000"><b><i>you focus them for a lifetime!"</i></b></font></p> <p><font face="Arial" size="2">DISCLAIMER: The principles, practices and coaching tips shared</font> <font face="Arial" size="2">have been effectively used by ourselves and our clients. It is</font> <font face="Arial" size="2">your responsibility as a reader to review the tips with your</font> <font face="Arial" size="2">attorney and accountant in case implementing any of the tips</font> <font face="Arial" size="2">might impact personnel, legal or financial practice issues.</font></p> <p><font face="Arial" size="2">*All the links in this newsletter are available in .pdf file format</font> <font face="Arial" size="2">(Acrobat Reader) upon request from <a href="mailto:george@thankingcustomers.com">mailto:george@thankingcustomers.com</a> </font></p> <BLOCKQUOTE> <p align="center">  <font color="#FF3300" size="3"><b><a href="http://thankingcustomers.com/casequestion.htm" target="_blank">Drop us a question or comment</a></b></font> <p align="center"><b><i><font face="Georgia" color="#008080" size="2"><a href="http://thankingcustomers.com/officehourslive.html" target="_blank">Attend the next live informational conference</a>  </font></i></b></p> </CENTER> <CENTER> <h3 align="center"><font color="#808000" face="Georgia" size="1"><a href="Privacy_Statement.htm" target="_blank">Belief in your right to Privacy </a>     We do not gather any information through the internet that you do not provide voluntarily - Period</font> </h3> </BLOCKQUOTE> <P><B><font color="#FF6600" face="Arial,Helvetica" size="2">2003 © George Reavis - george@thankingcustomers.com</font></B> <BR></P> </CENTER> </TD> <TD vAlign=top width="16%" bgcolor="#FFFFFF">  </TD></TR></TBODY></TABLE></BODY><a href="http://quikonnex.com/channel/item/7692"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2845>Focus, Learning, and Commitments</a><br><p><font face="Arial" size="3">In 1985 a server solely supporting a family of four stopped her boss, the store manager, at one of a large chain of restaurants to ask several questions about a series of five reports she was studying on a bulletin board.<span style="mso-spacerun: yes">  </span>She was asking who completed the reports and what the questions and the answers meant to her and everyone at the store.<span style="mso-spacerun: yes">  </span>The manager took a few minutes to explain that he invited some of their different customers this week to let them know “How are we doing?” by filling out the brief ten question form including comments and mailing it back to them after their next visit.<span style="mso-spacerun: yes">  </span>This effort would not only provide the opportunity to recognize their customers and thank them for their patronage but also let them know if they were meeting their measures on the ten items they felt like they had to do well to serve their market and stay in business.<o:p> </font></p> <a href="http://quikonnex.com/channel/link.php?id=2845">[READ MORE]</a> <a href="http://quikonnex.com/channel/item/2845"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2676>Welcome to Our New Channel!</a><br>Welcome to our many new subscribers. Thanks for making us a part of your day. Please feel free to share "Frontline Leaders" with your associates and peers and give them their own chance to lead relationships. You may click on the 'Newsletter' Category below to view the archives. And while you're at it, please drop us a note (use the private messenger to the right)and let us know what you like and don't like about our new channel. We REALLY do want your input. Enjoy <a href="http://quikonnex.com/channel/item/2676"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2673>Judge For Yourself What It Takes</a><br><p><font face="Arial" size="3" color="#000080">Judge for yourself what it takes</font></p> <a href="http://quikonnex.com/channel/link.php?id=2673">[READ MORE]</a> <a href="http://quikonnex.com/channel/item/2673"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2668>The Link Between Mere Management and Leadership is Communication</a><br><p><font class="intro" face="Arial" size="3" color="#000080">The link between mere management and great leadership is communication</font></p> <a href="http://quikonnex.com/channel/link.php?id=2668">[READ MORE]</a> <a href="http://quikonnex.com/channel/item/2668"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2666>The "Feedback" for Long-Term Focus, Learning, and Commitments</a><br><p><font face="Arial" size="3">Virtually every associate of every enterprise gets feedback from colleagues and supervisors from time to time. While these types of feedback are important for discipline and structure, there is another type of feedback which is critical for the "people part" of the enterprise</font></p> <a href="http://quikonnex.com/channel/link.php?id=2666">[READ MORE]</a> <a href="http://quikonnex.com/channel/item/2666"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2652>Welcome!</a><br> <font size="3"><a  <p align="left"><i><font face="Arial" size="4" color="#008000">Leading Relationships on the Frontlines </font></i></p> <p align="left"><b><font face="Arial" size="4">Who We Are</font></b></p> <p><font face="Arial" size="3">Founded in 1999, ThankingCustomers.com has done research and development into activities to help frontline managers and team leaders with follow-through for their existing managerial activities.  Actions for leading relationships (the people part of the enterprise) in addition to managing them.  Creating skills for ownership of the "how" to get results to compliment the discipline of "what" needs to be done to get desired results.  Developing a tool to help those in daily operations build pride and remain inspired through customer focus, learning, and commitments.  </font> </a> <a href="http://quikonnex.com/channel/link.php?id=2652">[READ MORE]</a> <a href="http://quikonnex.com/channel/item/2652"> [COMMENT]</a><br><br></li><li><a href=http://quikonnex.com/channel/link.php?id=2651>What We Do</a><br><font size="3"><a  <p align="left"><b><font face="Arial" size="3" color="#000080">What We Do</font></b></p> <p align="left"><font face="Arial" size="3">Our mission is "to give frontline managers/team leaders/instructors a career skill to lead relationships for developing long-term results in daily operations."  </font></p> <ul> <li> <p align="left"><font face="Arial" size="3">Give the enterprise a tool to lead processes for TQL (Total Quality Leadership) and CRL (Customer Relationship Leadership) to compliment their existing managerial programs for TQM and CRM. </font></li> <li> <p align="left"><font face="Arial" size="3">Provide a practice for involving everyone through a real-time customer dialogue.  </font></li> <li> <p align="left"></a><a href="http://thankingcustomers.com/customerretentionrecruitment.htm"><b><font face="Arial" size="4"> Activities to lead long-term customer focus, learning, and commitments</b></a> </font><font face="Arial"> of their associates to compliment and provide continuity for their existing managerial activities.</font></li> </ul> <a href="http://quikonnex.com/channel/link.php?id=2651">[READ MORE]</a> <a href="http://quikonnex.com/channel/item/2651"> [COMMENT]</a><br><br></li></ul> </body>