WHAT’S THE STORY?

Great Leaders Create a Legacy When Selling Their Vision to the Team

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed by the interaction with a business, that they tell the story of their extraordinary customer service experience to everyone they know. When a leader truly has a servant leader heart, they have the capacity of selling their vision to the team. This is where magical business performance occurs. Team members assume a leadership role in performing their duties, taking ownership accelerates the company’s mission.

Business Development is Everyone’s Business

An excellence reflex happens when team members instinctively know “what” they are doing, “why” they are doing it and “where” they fit into the mission. Having extraordinary clarity of purpose, stakeholders make it their business in becoming a member of the business development team. The customer service mindset shifts when they carry the message of the owner’s vision. This is where legendary customer service stories are created. Some of the best are like those of Ritz Carlton- wow customer service stories.

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Celebrating the Customer Service Story

As a visionary leader you’ve done an excellent job in communicating with staff and clarifying or defining successful behaviors that create magical team performance. Being mindful of what went right, enables the team to build on the momentum and to repeat successful customer interactions. 

Collect the stories of great customer experiences and celebrate them. Make sure that you include those stories in your weekly staff meetings. Invite the team member who was involved to tell the story in their own words. If your company is a large one, create a video of the team member telling the story. Some companies have taken this to the next level and had the customer tell the story in their own words. You can then use this new asset for inspiring team members and for marketing communications.

Flavor your meetings with inspiration and motivate your team to carry your vision to the next generation of leaders.

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