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This Month's Featured Programs:

Setting Standards of Service
Lynn will work with your teams and departments to help them define the measurable activities that they wish to hold themselves accountable to. In this way they feel empowered as they have chosen them themselves. Follow up is key!


Lynn designs programs specific to her client’s needs. She has developed 300 modules over her last 15 years as a training consultant. Modules can be combined or added to any program to create the ideal session for your company. 

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Feature Article

Setting Clear Expectations

"While the cats away the mice will play!" Clearly a leader has numerous times they need to be away from the office. What sort of preparations do you have in place to ensure ongoing service excellence?

As a manager the important thing is not what happens when you are there, but what happens when you’re not there.
Dr. Kenneth Blanchard

Make certain you have a solid answer plus a contingency plan for all these questions:

• Is your team empowered to be able to make decisions on their own in your absence?
• Do they know, and accept, the boundaries in which they can operate?
• Are there a set of clear standards of service in place on how to deal with customers? How are they measured and reinforced?
• Is there a Code of Conduct in place – whether written or clearly understood? What happens if it is misused? What consequences occur?
• What back up do you have in place ie., alternate management, leadership for the “unexpected” when you are away?
• How are situations to be communicated that might be difficult or uncomfortable?

"Your professionalism is defined not by the business you are in, but by the way you are in business."
Dr. Tony Alessandra

The longer I am in business the more I see challenges in the above areas. We have become too relaxed and have too few consequences for employees who “step over the line.”

How do we remedy this?

• We must be abundantly clear with our expectations.
• We as leaders must model what is expected of behaviors.
• Coaching is essential so that ongoing dialog and clear communication teaches the employee “what good looks like”
• There must be consequences. Often it takes very few as news travels fast…

The good news is that with a little effort the leader then enjoys their time at work, can comfortably be away and takes pride in their team!


Lynn Giuliani

 

Budget time is near

Please be thinking about your 2013 Training Plans. Several clients have already scheduled for this year!

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get your our own custom program

Contact Lynn at 360-319-6776 to schedule your custom designed program.


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