As we spoke about in our last newsletter, I look back at the origins of my book “Tighten The Lug Nuts” and the process I went through to document my experiences, lessons learned, and stories of an over 40-year career.
The process began, as it always does with me, with the question, “What would good look like?” Which leads to my next question, “What am I trying to accomplish, and if I succeed, what value would it have?”
If I am nothing, I am consistent with my approach. I take out my notebook and begin to write a series of questions I would like answered in the final product of my book.
These are some additional questions I wrote after the two foundation questions we spoke about in the previous newsletter:
My title will be “TIGHTEN THE LUG NUTS”, what will this lesson mean to my audience?
This might be one of the most important lessons of my career and in life. You can only manage a few urgent things as a leader and in life. When you allow important things to become urgent, you get overwhelmed. You can only manage and juggle a few urgent things.
The Lesson: Loose lug nuts do not release pressure; they increase the pressure. Tighten the lug nuts to prevent important things from becoming urgent!
You can only manage a few urgent things, so do not allow important things to become urgent.
Some obvious leadership traits that are really not so obvious:
Lead by example.
Be visible, available, and approachable.
Take the approach that someone is going to be the best, so why not you and your team?
Make sure you are tightening lug nuts in your control as you lead by example.
Work to acquire a set of coaching skills that help you both assess and reinforce acceptable behaviors and skills to achieve your work group’s goals.
We learn and grow from our challenges.
When it comes to the customer, I understand their value from an internal and external perspective.
One of the biggest differentiators between good and great is the superior customer experience that is provided on a consistent basis. During every customer interaction, your reputation is on the line. Remember, as a leader, your customers are also the people in your care and supervision. They are your customers. I hope when people read this book they will enjoy the stories, have some reflective moments, and continue to strengthen their leadership brand.
If you were to begin each of the following thoughts with either “Have I made” or “Do I,” it might lead to some interesting conversations with yourself. If you were to use them for leadership selfevaluation, substitute “my people” for your people evaluations and the word “customer” for your customer evaluations.
My Priority Is Customer Satisfaction: Whether on the phone, in person, or via electroniccommunication, genuinely interact and connect with customers; ensure a positive experience and exceed expectations.
Actively Listen to Customer Needs: Consistently demonstrate to customers you are in tune with their needs and are operating in their best interest. Customers know what they want but may not always explain it in a manner that is clear to you. Therefore, it is important to utilize effective listening skills. If you do not understand a request, ask clear, positively articulated questions until you understand. Do not rush customers; allow them at their own pace to discuss what they need. Once customers have expressed their needs, confirm your understanding with them to ensure communication is clear.
Build Strong Relationships: Providing value and listening are key components of any relationship. The foundation of strong relationships also includes being fair to customers and following through on your word. Make sure to ask for assistance from others when necessary to ensure proper follow-through and response. Treat every customer how you would like to be treated.
Learn the Products and Services: Part of providing superior customer service experience is being knowledgeable of the services that are offered. Take the time to really learn your business so you can effectively communicate to your customers the services and value you provide.
Be Responsive and Effectively Resolve Problems: If a problem occurs, allow customers to fully explain the issue and convey empathy. If the fault lies with you or your organization, take ownership of it and apologize. Take the initiative to resolve problems in a timely and effective manner.
Remain Positive: Always show respect for your customers even if you find yourself in a challenging situation. Demonstrate professionalism and keep communication positive. Express Gratitude: Expressing appreciation can go a long way. It can be as simple as thanking customers for their business and loyalty. Make sure they know we are grateful they choose to do business with us.
Creating a strong culture is critical to you and your company’s long-term success and growth. It should be your desire and that of your organization to create the Best, Brightest, Most-Informed and Best-Educated management team in the industry. In the service business, people are the most important asset. The time we spend with our people is an investment in the future, not an expense or burden on our time. You cannot successfully grow the business without
an investment in people.
In our final newsletter, we will discuss the final question in my notebook on my “Tighten The Lug Nuts” writing journey.
Take Your Leadership Skills to the Next Level with Tighten the Lug Nuts: The Principles of Balanced Leadership. https://tightenthelugnuts.com/
LOOKING TO BOOK A SPEAKER FOR YOUR NEXT EVENT?
Let’s work together. I am a practitioner as well as an educator and motivator, and an experienced senior leader and CEO with over 45 years of boots-on-the-ground experience. I led one of the largest rebranding initiatives in franchising history – The UPS Store, revolutionizing the $9 billion
retail shipping and business services market.
I believe that none of us can achieve success without some help along the way. For each of us, there is a person, a mentor, who we are grateful towards and who can help us get to where we aspire to be. Sharing stories and experiences as a speaker is a way of recognizing the value of these experiences and giving back to the next generation of leaders. It also is a way of demonstrating in words and deed the value I am placing in mentorship. As for me, I have been fortunate to have worked with and mentored by some incredibly special people, and none more incredible than Coach John Wooden.
I have broad experiences to share that can help others as they grow and take on new challenges. During my time as president of UPS Supply Chain Solutions, I integrated over 20 acquisitions that became UPS Supply Chain Solutions. I steered UPS’s entry into the health care industry and created the mantra, “It’s a patient, not a package. ®” With the ability to see a clear vision of the changing business landscape, the passion to develop strategies, tactics, and metrics to drive desired results, and the passion to develop the Best, The Brightest, Most Informed, and Best People in the industries they serve.
LOOKING TO BOOK A SPEAKER FOR YOUR NEXT EVENT?
Let’s work together. I am a practitioner as well as an educator and motivator, and an experienced senior leader and CEO with over 45 years of boots-on-the-ground experience. I led one of the largest rebranding initiatives in franchising history – The UPS Store, revolutionizing the $9 billion
retail shipping and business services market.
I believe that none of us can achieve success without some help along the way. For each of us, there is a person, a mentor, who we are grateful towards and who can help us get to where we aspire to be. Sharing stories and experiences as a speaker is a way of recognizing the value of these experiences and giving back to the next generation of leaders. It also is a way of demonstrating in words and deed the value I am placing in mentorship. As for me, I have been fortunate to have worked with and mentored by some incredibly special people, and none more incredible than Coach John Wooden.
I have broad experiences to share that can help others as they grow and take on new challenges. During my time as president of UPS Supply Chain Solutions, I integrated over 20 acquisitions that became UPS Supply Chain Solutions. I steered UPS’s entry into the health care industry and created the mantra, “It’s a patient, not a package. ®” With the ability to see a clear vision of the changing business landscape, the passion to develop strategies, tactics, and metrics to drive desired results, and the passion to develop the Best, The Brightest, Most Informed, and Best People in the industries they serve.
Please give me a call today at 610-322-0720 or email at
[email protected]
THE LEADERSHIP LIBRARY PODCAST SEASON 8
Looking for quick morning leadership advice in under 5 minutes?
Check out Rocky’s leadership library podcast.
https://tightenthelugnuts.com/podcasts
CLICK HERE TO LISTEN TO THE PODCAST: COMMUNICATION IS KEY
For more information visit our website https://www.3sixtymanagementservices.com/. My book,
Tighten The Lug Nuts, will also serve as a workbook for these important topics and discussions.
Read my latest Forbes article:
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Visit our web site, https://3sixtymanagementservices.com, as well as my
book, Tighten The Lug Nuts, for additional information.
Contact me at:
[email protected].
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Looking to become a better leader or get noticed at your job? Buy Rocky’s best selling book:
Looking for quick morning leadership advice in under 5 minutes? Check out Rocky’s leadership library podcast.
Have a leadership question for Rocky? EMAIL ROCKY TODAY
For more information or to book Rocky at your next event, visit our website at https://3sixtymanagementservices.com
Our Sales Training Workshop Includes Classroom Training and Actual
On Road Training as we spend a day with each sales professional.
Remember, People don’t quit on their jobs, they quit on their bosses.
