Lead by example
31st July 2018
My conversation with a client this week certainly inspired me to put pen to paper! At our previous coaching session we discussed following up with patients who did not book a subsequent appointment; did not arrive; or cancelled their appointments without rebooking.
The client left with a plan but didn’t implement it with 100% commitment and effort. Hopefully our deeper conversation, summarised below, will result in taking positive action this coming month.
Begin with the end in mind – define your purpose
Why did you go into your chosen profession? Or why do you keep doing what you’re doing? You may not have started out with a deep passion or calling to go into your particular sector (Although I do know many of you have inspiring stories of why you do what you do) but I have no doubt that the results you get and the impact you see that you have on your customers keeps you doing what you’re doing.
It’s important to articulate exactly what you’re trying to achieve so that that becomes your driving force and guide to everything you do.
Get your mindset right
Once you have defined your purpose (above) make sure that that is at the forefront of your mind when you make decisions about how you run your business. If your purpose is to support your customers in getting certain results, what would the most appropriate thing to do be if a customer drops out of your sales or service cycle?
If you ring the customer up with dread and fear that you are badgering them, then that is exactly how it will come across. If you ring the customer up because you care and want what’s best for them and believe that you can help, then that’s how it will come across.
Yes, the customer will still be the one to decide whether they use your services or not, but you need to give them the best information you can to help them make an educated decision.
What behaviours support the desired end results?
To define behaviours we first need to be clear about what truly matters. We help our clients to determine the top five or six values that become the guideline for all behaviour throughout the customer journey. (Buy our book for the values exercise to get you started! Seven Pillars of a Painless Business)
Once you know your five or six key values and what they mean, look at each step in the customer journey and define behaviours which uphold the value and those which detract from it. For example, if ‘reliable’ is one of your values then sending quotes or information within your promised time frame upholds that value, being a day late doesn’t.
If ‘partnership’ is one of your values and it means that you work with your customers together to achieve results and you set up that expectation when you’re in sales mode but don’t follow through in delivering the service are you really working in partnership?
Do as I say and as I do
Well this is a biggie! And it brings us full circle to the title of this blog – lead by example. The old- fashioned version of the sub-title of this paragraph: ‘do as I say, not as I do’ just does not work! The fastest way to change culture is from the top down. Asking your team to do something that you are not comfortable with or willing to do yourself is not likely to deliver great results.
Be seen to make time and be completely dedicated to processes you have in place in your business. If you are not 100% on board with a new process don’t be surprised if the rest of your team apply the same ‘take it or leave it’ or ‘if I have the time I will’ attitude.
Even more empowering would be to discuss and share the intended outcome together as a team and get them involved in coming up with the best way to get there – see our client story below!
How can we help you to lead by example? Email us