Published on March 4, 2014
11 Leadership Steps to Micromanage the Customer Moment
Leaders Micro-manage Leaders MUST Micromanage! I know, Leaders are supposed to set the tone and direction for the organization and then let people drive to deliver the results expected.
Leaders Micro-manage A Leader that micromanages is often scorned and encouraged to “get out of let the workers do their thing. the kitchen” and There IS, however, one area that not only needs Leadership hands-on involvement, it DEMANDS it if success is the end game.
Leaders Micro-manage The Customer Moment That special instant when your most precious asset “touches” your organization. The Moment of Truth when things will either go brilliantly well or horribly wrong.
Leaders Micro-manage The Moment when, based on the outcome, your customer will decide to either continue doing business scream how terrible you are to their friends. with you OR leave you and
Leaders Micro-manage THIS Moment requires an active deep-dive by The Leader to ensure that the customer is DAZZLED, SMITTEN, WOW‟D, BLOWN AWAY and LEFT BREATHLESS. THIS Moment requires The Leader‟s fingerprints
Leaders Micro-manage 11 things Leaders should do to micromanage The Customer Moment
Leaders Micro-manage 1. Tell your organization what you are up to and why it is so critically important to have BLAZING Moments with your customers. Make sure everyone understands why you are “getting into the engine room” and getting your hands dirty. Its not a trust issue; its strategic.
Leaders Micro-manage 2. Declare what you expect every Moment to “look like”. The key behaviors you expect everyone to exhibit.
Leaders Micro-manage 3. Monitor Moments. Open up your calendar to get to the Frontline and witness how Moments are being handled.
Leaders Micro-manage 4. Provide real time feedback and coaching to your people engaging with Moments.
Leaders Micro-manage 5. Show „em how it‟s done. Take some Moments yourself and give your folks a picture of what you expect a Moment to be for the customer.
Leaders Micro-manage 6. Catch them doing the right thing. Praise someone who has just handled a Moment brilliantly. Recognize them to their peers.
Leaders Micro-manage 7. Take notes of the things that get in the way of people being able to deliver DAZZLING Moments. Rules, procedures and policies that are barriers to WOW. Be the champion who goes back inside the organization and removes The Grunge that prevents the Frontline from doing what they have to do to achieve the right Moment outcome.
Leaders Micro-manage 8. Have fun. It you are seen to be enjoying The Moment, they will too. Be spontaneous.
Leaders Micro-manage 9. Show up unannounced. Leave your entourage behind. Make it about you, your folks and The Moment.
Leaders Micro-manage 10. Stream your experience to the rest of the organization. Publish what you learn in “Roy‟s Moments” for all to see and learn from.
Leaders Micro-manage 11. Be consistent. Don‟t let the flame diminish. Keep your fingerprint on The Moment. If you let it wane in your personal priority list others will see, and conclude that The Moment is simply another “flavor-of-the-month”.
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