Troubleshooting is one of the most critical parts of any leadership role. This is especially true when the stakes are higher than normal. You know, when the customer is bigger, the deal is bigger and the pressure seems to grow right along with it. In those times, it's best to be diligent in getting the facts and allow yourself to include the team in the decision making process. Because our teams work with these folks more frequently it's critical to get their take. In most cases, they have an action plan, well they should, because as a leader it's important that you guide these folks to not only bring problems but include an action plan. I have learned that my front line employees are normally more conservative when offering discounts or "peace offerings" to disgruntled customers. This is because they know the effort, trouble and customer history better than we as leaders will. So my advise here is while the final word ends with us as leaders it doesn't have to be solely on us! We should be using all our people resources to make that final call. Account Managers, your team and your peers can be called upon to lesson the load...the pressure and the stress of making sure we're right!
However, with all this said, it is critical we make these calls quickly. Customers will appreciate your due diligence but more often they will appreciate prompt decisions and answers!
Until next time friends!
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