Duquesa D. Dean's Blog

#vision #purpose #emerge #stronger

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It’s just automatic!  I assess the level of service I receive at every establishment I enter and that’s whether I am making a purchase or if I’m window shopping.  Last week I was pleasantly surprised at the level of service I received from a new mechanic shop I used.    There were a number of things that stood out to me about this establishment.  Let me share a few with you:

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When I think about leadership, John C Maxwell’s quote “A leader is one who knows the way, goes the way, and shows the way” comes to mind.  I mean that’s what leaders should do. A leader is someone who should be knowledgeable and experienced.   A leader should have a clear vision of where they are going.  They should be able to connect well with others.  Leadership is about influencing others not intimating others to do what needs to be done.  A leader is someone who knows how to be in the trenches with you but also someone who understands that they need to avoid getting bogged down in the day to day because they need to stay focused on the bigger picture.  They understand they will be times when they will need to pitch in and help but they also know they must stay focused on the big picture and achieving company goals.

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Just the other day, my colleagues and I were discussing the little value organizations place on the orientation process and on consistent customer service training.  I’m sure you’ve experienced it; showing up for work at the new job you scored and asked to shadow another employee who will show you the “ropes”.  Believe it or not, organizations place the enormous task of getting their new employees to buy into their vision, mission, values and culture on another team member, who has more than likely not been trained to properly teach them.

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