A Plague on Poor Customer Service

Its official – using Covid as an excuse to ignore your customers and deliver poor customer service is never going to work!

Hiding behind Covid as an excuse for poor customer service is never going to work. Just recently we bought 6 cases of wine. Absolutely nothing unusual about that – it’s a regular occurrence chez Sherman. We’re a thirsty lot, and dehydration, we’re told, is a dangerous thing. Especially for the elderly. So when one of our top tipples was on offer at a local supermarket, and they tossed in an extra 25% off 6 bottles or more, it was a no-brainer.

Two days later, our wine arrived. Now, here’s a question for you. If you order 6 cases of wine, are you being unreasonable in expecting it to arrive in 6 cardboard boxes? I don’t think so. But Tesco do. Well, to be fair, their staff don’t.  But the bosses at Tesco do.

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VOX-POP SERIES – Benefits & Outcomes of Coaching

I look back at my Coach-the-Coach session notes to discover the benefits and outcomes of coaching as reported by participants in my Coaching Master Class program.

Vox-Pop is from the Latin vox populi and refers to popular sentiment or opinion on a subject – in other words, the voice of the people.

In this series of Blog Posts I explore the sentiments and opinions of leadership participants in my Coaching Master Class (CMC) program. What do they think about the main coaching topics we explore together in this program? In the first article I look at the benefits and outcomes of coaching.

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Leadership Interview: Hans Augusteijn ‘Moving Up – the Coaching Journey Continues’

Hans Augusteijn: What are the Top 10 themes as his career moves onwards and upwards?

We last checked in with Hans Augusteijn on the progress of his leadership coaching journey back in 2018. A lot has happened with him since then in terms of his career progression. He has been moving on and moving up. After 17 years with Maersk he has a new role in a new organisation. Hans is now Chief Strategy Officer with Stolt Tankers in Rotterdam.

I have worked with Hans since 2012. In this interview I asked him to reflect on the top 10 themes that have dominated his recent leadership coaching journey.

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To improve organisational health and well-being, you need Servant-leadership

“The great leader is seen as a servant first” Robert Greenleaf 1970

In the week after the UK’s May Day public holiday, along with my colleagues Doctors Steve Glowinkowski and Henry Ratter, I spoke at the BakerFish (see www.bakerfish.com) organised conference on servant-leadership.  Our combined aim was to bring a practical contribution to the event.  Together we outlined how Glowinkowski International’s (GIL) diagnostic methodologies can assess the quality of servant-leadership in organisations as well as explaining how this can be developed.

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Happy 5th Birthday Blog

The Leadership Coach Blog is Five Years Old Today

This blog is five years old. Hurrah. The first article – ‘Understand to be Understood‘ – was published on 19 May 2016. Five years and 237 articles later and we’re still going strong thanks to our Guest Authors, Subscribers and Regular Visitors. Thanks for your support.

Most visited posts in the last year:

Bitesize Leadership Techniques – Driving for Results

Setting SMART goals for individual and team accomplishment and instilling high positive expectations for their achievement.

Driving for Results is one of my Bitesize Leadership Techniques. They are exactly what the title suggests. Short snippets of leadership tips, tools, process and ideas for you to use on a just-in-time basis. Use them as an update and to refresh your leadership professionalism. You could call it leadership in a hurry! This article is an Executive Summary of my eBook of the same name – Driving for Results – published on Amazon Kindle. If you are a subscribers to Kindle Unlimited you can borrow and read the eBook for free.

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Bitesize Leadership Techniques – Mobilising Available Resources

Mobilising available resources is about matching resources to business priorities and objectives to ensure your team’s capacity to deliver is balanced against demand.

Mobilising Available Resources is one of my Bitesize Leadership Techniques. They are exactly what the title suggests. Short snippets of leadership tips, tools, process and ideas for you to use on a just-in-time basis. Use them as an update and to refresh your leadership professionalism. You could call it leadership in a hurry! This article is an Executive Summary of my eBook of the same name – Mobilising Available Resources – published on Amazon Kindle. If you are a subscribers to Kindle Unlimited you can borrow and read the eBook for free.

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Bitesize Leadership Techniques – Operational Decision Making

Making sound business decisions and taking action to resolve immediate issues and pursue opportunities.

Operational Decision Making is one of my Bitesize Leadership Techniques. They are exactly what the title suggests. Short snippets of leadership tips, tools, process and ideas for you to use on a just-in-time basis. Use them as an update and to refresh your leadership professionalism. You could call it leadership in a hurry! This article is an Executive Summary of my eBook of the same name – Operational Decision Making – published on Amazon Kindle. If you are a subscribers to Kindle Unlimited you can borrow and read the eBook for free.

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What is Leadership Culture: How to Introduce Critical Practices

Leadership culture should really just be understood as the framework in which you lead your team, and the ideologies and belief systems you want you and your team to conduct business with. The end goal should always be customer satisfaction, and harmony amidst the collective that produces the work.

While the work, actions, and ideologies of every employee can have a direct impact on the trajectory of an organization, it’s the leadership that has the most profound influence on its culture. Architecting a rich company culture is not an upper management endeavour, meaning, it’s not merely the leadership that cultivates this. To build an exceptional company culture, its leadership has to take into account employee engagement, the workplace environment, and the success felt by the company’s clients. But what is leadership culture?

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A baker’s dozen of valid and practical leadership actions – part 2

Following my two earlier articles about Northern Power Women’s excellent report, “Levelling Up by Powering On”, here is the second half of my baker’s dozen of foundational principles that I continuously rely on in my work with leaders across a broad demographic spectrum. 

My first article in this series concludes with a model that highlights the need for concepts to possess rigorous research underpinnings and to be practical. It is vital these can be implemented. It may not necessarily be easy to do this. However, through diligent endeavour they can be learnt, understood, practised, and competence deepened by ongoing coaching.  Combined, rather than any one in isolation, these faculties represent the hallmarks of great leadership. 

When exercised, these principles deliver a humane, compassionate, and purposeful style of leadership.  This imbues organisations, large and small, for and not for profit, with a fit and healthy climate.  Employee engagement and well-being will rise, the customer and citizen experience will improve, the environment will be protected – the triple bottom line is maximised. 

The sustainable outcome is that we won’t just level up, we shall power forward into a new and better community.

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