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PART TWO
4. Customer satisfaction is a priority for any successful business. How do you advocate for a customer-centric approach within organizations, and what steps can leaders take to ensure that their teams consistently deliver exceptional customer experiences?
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. Whether on the phone, in person, or via electronic communication, genuinely interact and connect with customers; ensure a positive experience and exceed expectations. Anyone who encounters a customer needs to actively listen to a customer’s needs and consistently demonstrate to customers that they are in tune with their needs and are operating in their best interest. Never underestimate the power of your brand and your reputation in the marketplace. Wherever your strategic path takes you, know that your brand and trustworthiness is your highest honor.
5. Can you share more about the significance of the title Tighten the Lug Nuts and how it reflects the principles of balanced leadership outlined in your book?
The phrase, “Tighten The Lug Nuts,” simply means, do not allow important things to become urgent. You can only manage a few urgent things at a time, so do not let important items that can be quickly taken care of become urgent; they can and will overwhelm you. Urgent problems often become what people refer to as “fire” in the workplace. It’s okay to have urgent situations once in a while. But often, these dire circumstances are created when people don’t “tighten their lug nuts.” It may be a common pattern occurring within the same department or caused by the same leader. The frustrating thing for many employees is that if the problem were taken care of when it was important, it wouldn’t get to a state of urgency. Because as things move from “important” to “urgent,” people begin to get overwhelmed and make decisions that may be rash or add to the fire. The key to tightening the lug nuts as a leader is to recognize when an important problem does arise. Then stop and react quickly to establish a course of action that will drive desired results. Create a way forward and implement a measurement process to monitor progress. In urgent situations, there are three important questions you can ask your team:- If we had taken care of this sooner, when it was important, would it have risen to this level of urgency?- What role did I play in causing this to become urgent?- And how can we make sure this doesn’t happen again moving forward?
6. Your journey from a part-time package loader to President of The UPS Store and UPS Supply Chain Solutions is quite remarkable. What were some of the key principles or strategies you employed along the way that you believe contributed most to your success?
– You can disagree, but you should not be disagreeable or disrespectful.- Be humble and learn everything you can about your job, and then learn some more.- Recognizing it is what you do when no one is watching that counts most because it’s the true measure of your character.- Don’t let your highs get too high and your lows get too low.- Don’t always stop at the first right answer.
7. In your book, you emphasize the importance of mindset and attitude in distinguishing successful leaders. Could you elaborate on what this mindset entails and how aspiring leaders can cultivate it to achieve their career goals?
You have a responsibility to yourself and to others to use your best judgment, weigh your options carefully, and make the right decisions—even if they’re not the most favorable or popular, even when no one is watching! When you do that, you honor yourself and your values. Wherever your path takes you, know that your trustworthiness is your highest honor. For if you are a trusted leader, others will believe in your vision, mission, and values and will trust in you enough to follow you. That will be your legacy. As a person, your core beliefs are not what you would like them to be, but rather what lives and breathes in you as a person.
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.
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: ACT LIKE AN OWNER
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:
Don’t see the image? Click here to read the article.
TIGHTEN THE LUG NUTS: THE PRINCIPLES OF
BALANCED LEADERSHIP
Visit our web site, https://3sixtymanagementservices.com, as well as my
book, Tighten The Lug Nuts, for additional information.
Contact me at:
[email protected].
Our Sales Training Workshop Includes Classroom Training and Actual
On Road Training as we spend a day with each sales professional.
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.
