Business Service Leadership: The Time is Now! [Part 1]
What are they thinking?
Every day leaders
Leaders who awake daily and approach responsibility with energy, passion, caring and intelligence will always make a difference in people’s lives.
These leaders never forget:
They are particularly resourceful and utilize trusted, experienced mentors for advice, direction and support. What’s even more interesting is the fact that these leaders, who are successful and happy, are humble! They never let their egos convince them that they are the smartest people in the room. In reality, they never let arrogance stand in the way of being a good listener and a continuous learner.
Business Service leadership is about doing the right thing for the right reasons and making fact-based decisions. It’s about challenging conventional wisdom and having the moral backbone to stand up for doing the right thing for the customers and the people that serve them. Business Service leadership is a servant role that looks at the business of IT service and support creatively and innovatively with a foundation based on industry best practices. They strongly believe delivering exceptional customer service is not difficult as long as you stand by the customer service principle of treating every customer like they were your only customer. They know that the difficult part of delivering consistent service is in meeting their customer’s expectations is ensuring that the rest of the organization doesn’t create barriers making them hard to do business with.
I challenge all service leaders to: set the bar high for your team, constantly measure and continuously improve and create a culture of encouragement and rewards for over and above performance.
I have broken down Business Service leadership into the following five areas:
Business Service leadership takes courage. It can guide your decisions and your day-to-day interaction with customers, team, peers and management. It’s time for a change in the way we lead and the time is now!
We need to reengage our team and our customers, giving them hope and purpose that their needs come before ours. They need to know and see that they are the central focus when decisions are made. Great leaders know that at the end of the day – their customers are the only reason they are in business and that their people are the business.
An Informal Gathering
I was at a Service and Support industry event recently and I had the opportunity to spend some great social networking time with some old friends and colleagues. I really enjoy the opportunity to share old war stories and learn what’s new in their lives and work experiences. As the conversation continued, I was able to reflect back on all the collective conversations we have had over the years and how this group truly embodied Business Service Leadership.
These service leaders shared:
I admire this group for many reasons. What I appreciate most about this group is that they all did the job. Their experience is first-hand. They only excelled after experimenting with calculated chances aimed at proving conventional wisdom wrong. In the end, they were right in their belief of Total Contact Ownership and investing in Level-1 that resulted in increased first contact resolution, customer satisfaction and lower resolution costs.
I am brought back to the conversation with the question: what does it take to be a Business Service Leader?
Stay tuned for Part 2!
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