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Sunday, August 21, 2011


8 Rules of Great Leadership


1. Manage processes not people:
Set up systems, methods, guidelines and routines that everyone understands
Be open to new technologies and ideas that improve performance, quality and profitability

2.Make sure your team understands your company's vision:
Say it, repeat it, make them live it and breath it
Have a vision statement everywhere.
Encourage them for ideas and recommendations that meet the vision

3. Be positive, optimistic and energetic
Don't sugarcoat, just have a can-do attitude
Remember, you are the coach
Self-confidence energizes people and gives them the courage to stretch and take risks and achieve their dreams
4. Be transparent
Your team needs to know how you will react, before you react
Maintain total integrity

5. Have the courage to make unpopular decisions and gut calls
This is not a popularity contest
"Conflict is the conduit to resolution"
Don't be a consensus builder, follow your gut feeling

6. Ask many probing questions, bordering on skepticism
As a leader your job is to find out what's going on
Constantly look for a better, faster easier way
If something doesn't make sense, say so and probe for answers

7. Promote risk taking and learning by setting an example
Don't delegate authority than reprimand for using it
Just because you're the boss doesn't mean you know everything
Encourage people to generate new ideas and reward them

8. Great leaders celebrate and reward success
Share the wealth, as people perform, they need to be rewarded
Grab every opportunity when someone does well and make a big deal out of it
Celebrating makes people feel like winners!


Interested in hearing or seeing more? Sign up for one of my workshops or you can see me at the Annual ACCA Contracting Week, Service Managers' Forum. This event will take place October 18 - 21, 2011 in Nashville, TN.

https://www.acca.org/education/contractingweek/smf

Do you have any comments or feedback? Email me at frankpresents@gmail.com

Monday, August 8, 2011

Are You a Boss or a Leader?



I'm preparing a workshop for recently-promoted supervisors and I thought I would share segments of the class with you:
What is the difference between a boss or leader?
A Boss:
Is more concerned about how things look to upper management rather than what his employees think
Is simply a conduit of information from up to down
Worries about himself first
Sees his role as being above everyone else
Needs to be in control of everything
Looks at training and development as non-productive and unnecessary
Uses his people as a buffer or someone to blame when things don't go well
Micro-manages people rather than managing processes
A Leader or Coach:
Will get the most out of the people on the "team" by working with them to achieve their common goals and objectives together.
Takes care of the members of the team first and serves as a buffer between upper management and employees
Encourages recommendations and ideas from his team and follows through on them
Is not afraid to "get his or her hands dirty" and spend time out on the job with his or her people
Is honest and candid and tells it like it is
Hires the best people they can afford
Encourages employee training and development and makes it a priority
Creates systems and processes that make the workplace operate more efficiently
Your main goal is to do whatever it takes to remove any obstacles and challenges that may hinder the performance of the team and overall business objectives. At the same time, you must also strive and continue to seek opportunities, ideas and initiatives that enhance the team's performance and business objectives.

Interested in hearing or seeing more? Sign up for one of my workshops or you can see me at the Annual ACCA Contracting Week, Service Managers' Forum. This event will take place October 18 - 21, 2011 in Nashville, TN.
https://www.acca.org/education/contractingweek/smf

Friday, August 5, 2011

What does your distributor do for you?

Recently, I asked the following question online to a Linked-In group:
" I'm working on a project with a group of HVAC distributors & suppliers. What would you contractors and service specialists say distributors need to do, to improve services and customer loyalty?"

Here are some of the answers received:

1. Stop asking me what you can do to get me to buy more of (fill in the brand or product), and start asking me what is going on in my business, what problems we are having, and then bring me SOLUTIONS. I'll buy more of those all day long, and as long as you keep solving my problems, I'll never buy from anyone else.

2. Customer service at the front line would be an area I would focus attention on. These distributors should understand, that the average small company wants to build relationships with people they like. I know it sounds to simple, but it's true.

3. Help them with their business. Connect them to resources needed to help them become profitable, have positive cash flow and grow their business. A contractor can buy things from whomever, but they could become a loyal buyer if you help them with their success!

4. When I take the time to pre order my equipment and supplies, don't take walk-ins in front of me and keep me waiting in the store, have my things and my printed order ready for loading and checking out. Stores should stay open later in the evenings and on Sat.

5. I believe it is important for distributors to build lasting relationships with us (HVAC contractors) and to help us in devising solutions for problems. Working collaboratively creates a strong force for exceptional customer service in addition to considerable cost-savings and top quality efficiency. In addition, I believe "attitude" in response to problems is extremely important. I am much more likely to continue patronizing a supplier who is always ready to correct a problem expeditiously versus displaying an "it's not my problem" attitude or appearing "annoyed" at the interruption.

6. Stop selling boxes and start selling and believing in the product you sell, and not just selling a cardboard box! If I just wanted to buy a box, I would go to the internet, lowes, .... (you get the idea) I want SERVICE AND KNOWLEDGE.

Do you have any more comments? Email me at frankpresents@gmail.com