Tag: Customer Service

Leadership Is Expressing Thanks #261

Laurie KennedyOn this Thanksgiving weekend in Canada, I’d like to start a new trend.

Research by Gerald Graham found that “58% of staff (volunteers) seldom (if ever) are thanked by their manager for a job well done, 76% seldom (if ever) receive written thanks from their manager, 78% seldom (if ever) receive public praise in the workplace. It appears that the techniques that have the greatest motivational impact are practiced the least, even though they are easier and less expensive to use.” (James C. Hunter, The World’s most powerful Leadership Principle)

This is research from the secular marketplace.  Is there any correlation with churches and Christian based organizations?

Who are you thankful for?

Have you taken the opportunity to tell them?

Have you shared with others your admiration for your family, Pastor, church, neighbour or your blessings because of where you live?

I’m thankful for a lot.

Char and I have been married for 48 years.  Wow! This is awesome. We are very thankful for our three adult kids and knowing that our eleven grandkids are in church every weekend is really special. On Social Media, I refer to our grandkids as our eleven favourite people. We take family seriously and they always come first. Thank you family.

We love our church family. With two services each Sunday and in addition, a dynamic Youth, Senior, Sunday School and Weekly Life Groups. We have the privilege of touching people in our church and community.  Thank you to our church.

We have a Deacons Board where we pray, care and share with the goal of reaching our community and influencing our world for Christ.  We have Mission responsibilities and are working with the other churches in our city. Thank you to our church leaders.

“And whatever you do, whether in word or deed, do it all in the name of the Lord Jesus, giving thanks to God the Father through him.” (Colossians 3:17 NIV)

Happy Canadian Thanksgiving to each of you.

Leadership is expressing our thankfulness, representing God’s love on a continual basis.

Yours in Service,

Laurie D. Kennedy
Leadership Coach
ldkjethrogroup@gmail.com

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Leadership Is Encouraging

Laurie KennedyMotivation is internal. It is a condition of the heart. It can be encouraged, developed or eroded. An individual can only be motivated to do something they personally like and are committed to. When you enjoy an activity, a small reward is sufficient to get extra results. Call it the double win. Motivated employees are happier, more dedicated and produce superior results.

I was asked to lead a motivational discussion to the Annual Meeting of a group of Florists in my city. They were struggling, liked my services but were unable to pay. The leader knew I was an avid cactus grower. A unique hobby, but I enjoy it. These florists, explained their situation and offered a cactus in exchange for the presentation. Wow! It didn’t cost them much, I was thrilled and they received the presentation that they wanted.

I delivered the opening talk on Customer Service to a management retreat. This printing organization was unable to pay a fee, but their artist drew my caricature and motto on specially designed telephone message pads. A unique inexpensive gift from their perspective, but an item that means a lot to me.

How about the Jelly Bean Lady? She heads up a major Alberta based volunteer organization. She keeps a bowl of jelly beans on her desk to nibble on and share with staff. One day a staff member told her about signing up a new volunteer. She said, “Great, have a jelly bean”. An idea hit, and a tradition started. She now sends a small bag of Jelly Beans to each staff when a new goal is achieved.

Sound silly? When the motive is right and staff realize the appreciation is honest, they will respond.

What do you do to motivate your staff? You are only limited by your ability to think up unique ideas.

Leadership is …encouraging your staff as your Heavenly Father encourages you.

Yours in Service,

Laurie D. Kennedy
Leadership Coach
Jethro Group
ldkjethrogroup@gmail.com

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Leadership Is Positive Guest Service

Laurie KennedyI delivered six boxes of books to a Christian used book store. I met four men sitting having coffee and a lady working at the counter. Without putting down his coffee, one of the men told me they were not interested in my books. I returned home with my Bible commentaries, reference material, some with sermon notes and ideas scribbled in the margin. Many by famous authors. A quick call to another Christian used book store and all my books have a new home.

I bought a new lawn mover. It was hard to start, coughed and needed a rest every 20 minutes. I returned the faulty lawn mower, received my money back less a 20% re-stocking fee (even though they agreed the lawn mower was faulty). I went to another store, bought a similar lawn mower and the sales person confirmed the Lawn Mower hospital would fix it for free.

While travelling to speak at a leaders retreat in a beautiful mountain resort, a major airline delivered me on time, but lost my luggage. Imagine the challenge of arriving in a new location with people I didn’t know and no luggage. However, the next day the Airline found my luggage, accepted full responsibility, gave me a discount on my next flight, flew it to me and hired a taxi to deliver it to our weekend resort. The most amazing thing is they treated me so well. I wrote the president of the airline and thanked him for the great job they did, even though they lost my luggage.

Do guests feel welcome, encouraged and comfortable in your church? Or, do they visit and leave never to worship with you again. George Barna tells us in A Fish out of Water, “The most dramatic effect of Christian leadership… is felt more so by the day-to-day ideas, conversations, choices, and activities of individual believers in the workforce, the marketplace, the halls of leisure and other public forums.” Seek out a few non-church folks this week and ask them what you could do to improve the experience for your weekly guests.

Leadership is demonstrating God’s love through positive guest service.

Yours in Service,

Laurie D. Kennedy
Leadership Coach
Jethro Group
ldkjethrogroup@gmail.com

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