Everyone needs a little constructive criticism in their lives and typically a client complaint can be just the thing to get focused again. Too often,
we hear that people should only be lifted up and patted on the back. Leave the negative talk for someone else to do.
I think it is imperative if you want your people to grow in their knowledge of their position and the company’s affairs, it is appropriate for
people to be challenged and told that they need to learn from their mistakes.
As a leader, start with yourself. Take a true, self-evaluation of your actions.
Are you making the most of out of your day?
Are you using your resources in the most effective manner?
Are you communicating regularly with your staff?
Are you empowering your people to make decisions on behalf of the company?
Are you meeting objectives in a timely manner?
Next Focus on the Change You Want to Make
Look at specific behaviors you want to change. Try not to make this change a personal one. If you have a problem with an associate, take that
item off-line and deal with it separately. The best change for a team is one which requires a change in a specific behavior. Identify a particular change
and show why there is a need to change. Cite specific examples, don’t just talk “fluff and stuff”
Some examples to consider:
Improved production in the following department
How to improve a particular service to clients
How to improve the conditions in an office or reception area
How to answer a particular client question
How to improve a particular product defect
How to improve a current job schedule
How to communicate with other departments
Talk about issues affecting clients
Talk about issues affecting co-workers
Finally – Develop an Action Plan
Have a discussion about the changes you want to make. Look at the best options to consider and come to an agreement of how to proceed.
Make sure to set an implementation date as to when this change should take effect. Too many times, this does not happen and the change is
never officially put into place.
A good change often requires a good kick in the butt!
Leaders should think about taking this type of action from time to time.
Picture Source: SuccessPerformanceSolutions.com