Improving Leadership, Customer Service, and Communication

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Creating a "Know Focus"

Having a “know focus” means focusing on what you already know. A number of clients have called me asking, “What’s new in customer service?” or “What’s new in leadership?” Sometimes they are really asking “How can we help our people get motivated and excited about their work again?”

In many cases we don’t need new content – just new ways to breathe life into the fundamentals that have already been taught. Think about it… what are the fundamentals your team needs to focus on? How can you improve the “know focus” of your organization? Is it $5 bills for those who you catch demonstrating the company mission or service standards? Is it a fun game-show review pre-shift meeting? If you’re having trouble coming up with ideas, ask your team members to create the ideas for reenergizing the use of important concepts they already know AND have them implement the ideas!

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