We have a broken system, we are so quick to throw employees into action that they never receive the proper training needed.
What do you expect? What a question. One we as leaders and managers fail to ask. Who is setting your customers expectations? An even better question. Far too often we don’t even consider this. I can’t think of anything more impactful on a transaction, then preconceived expectations.
Like a child, I rushed to the car to head up the hill. Higher and higher I went. As I got closer to the top, I could see the face of President Washington. Nowhere to pull over, so I just stopped right there in the middle of the road. I got out and took a picture. Luckily there wasn’t anyone out there, I don’t think I’d care if there was, they were going to wait.
I had an extremely stressful experience today; one I can’t help but share. It raised the question: As consumers how much responsibility do we have when it comes to our transactions?
Whenever I meet a management team at a dealership I always like to ask them this simple question. “To achieve success, who are you working for, who is it you are focused on at work?”
The lighthouse is such a powerful image. One I believe beautifully represents an opportunity to lead others.