We arrived on the island of Oahu last night. This is a long-anticipated family vacation. It is the first time our sons have joined us to visit what has become a favorite place for Julie and me to rest and have fun. Since my focus right now is really family and vacation time, I’m going to make this a fast post. However, in the short time I’ve been on the island, two important leadership lessons have been loud and clear.
First, customer service is a top priority of leadership. I’m not going to name the car rental company and certainly not the people involved (partially because there are too many to remember from the 3 hours of phone calls I had last night). I won’t go into the details on what happened to my car. What’s important to realize is that customer service, delivered by the front-line employees, is absolutely a top priority of senior leadership.
Your reaction to that is likely, “Yeah, I knew that. So what?” Yes, we all know it. But do we really do it? The biggest problem I had in getting my problem solved last night was that each person I spoke with was not empowered to do anything about my problem. They have the responsibility, but not the authority.
That doesn’t work! Whatever form “customer service” takes in your organization, your leadership responsibility is to make sure they have the authority to fix the problems brought their way.
Second, remember what is really important. I woke up this morning still frustrated from last night. (One reason why this post is so late.) However, when my kids started exploring the shoreline (see the picture above) in front of our house and falling off the slippery rocks into the surf, and laughing, I was reminded that this is what is really important.
Family. Love. Relationships. Keep these in mind when you are solving problems as a leader.
Dr. Scott Yorkovich is a leadership coach and consultant. He works with individuals, small and medium organizations, and ministries. Contact him at ScottYorkovich[at]LeadStrategic.com with your questions.