Eric Jacobson

Lead By Example

In General Leadership Skills, Leading By Example on November 8, 2009 at 8:59 am

There is nothing more powerful for a leader to do than to lead by setting a good example.

So, here are 15 things you can do to be an effective and successful leader:

1. Praise when compliments are earned.

2. Be decisive.

3. Say “Thank You” and sincerely mean it.

4. Communicate clearly.

5. Listen carefully.

6. Teach something new to your team members.

7. Word hard and lend a hand when deadlines are tight.

8. Show respect for everyone on your team.

9. Follow through when you promise to do something.

10. Allow learning to happen when mistakes are made.

11. Allow prudent autonomy.

12. Respond to questions quickly and fully.

13. Return e-mail and phone calls promptly.

14. Take an interest in your employees and their important personal milestone events.

15. Give credit where credit is due.

And, last but not least, be humble!

Why Responding To Customer Complaints Is Critical

In Customer Retention, Customer Service, Leadership on January 29, 2015 at 7:48 pm

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all.  That is what author Mark Thompson and Brian Tracy proclaim, and I agree with them.

They also say in their book, Now…Build A Great Business!, that:

  • a slow response to a customer complaint triggers fear and anger

And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn’t work and feels angry that he/she went ahead with the purchase in the first place.

So, lead your team to:

  • Respond quickly to customer complaints
  • Refuse to defend or make excuses
  • Offer to make the customer happy immediately
  • Be open and honest
  • Tell the truth and tell it as soon as you know it

Bottom-line…assume that anything you do or say will become public knowledge quickly. So, resolve to build and maintain trust in everything you do.

Can You Pass The Leadership Test?

In Eric Jacobson Leadership, Eric Jacobson On Leadership, Leadership, Uncategorized on January 22, 2015 at 8:28 pm

One of my favorite books about leadership is The Leadership Test by Timothy R. Clark.  You can read it in an hour and its message will guide you through your entire career.

Here are some important points from the book that are particularly powerful:

  • Leadership is the process of influencing volunteers to accomplish good things.
  • The spectrum of influence ranges from manipulation to persuasion to coercion.
  • Only persuasion is leadership.  Manipulation exploits.  Coercion controls.  Neither manipulation nor coercion can produce lasting results or consistent good results.
  • Leadership is based on the influence-through-persuasion at the front end, combined with accountability at the back end.

Clark further points out that:

  • Leaders qualify themselves based on the manner of their influence and the nature of their intent.

If you haven’t read this gem of a book, pick up at copy today.

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