In the world today, there are hundreds of
thousands of Managers. Some rubbish,
some OK, some good, some First-Class.
Of all the managers in the world, 50%
are rubbish, 40% are OK, 9% are good
and 1% are First-Class.
What do you think?
Recently, on a business trip, I had a 30
minute wait for a train connection. I decided
to have some breakfast in a world famous fast
food eatery.
When I entered the eatery, there were a few
customers eating their breakfast and there
were a few queuing up to order.
After a few minutes, I was ready to order and
the member of staff welcomed me with a smile,
'good morning' and asked me what I wanted.
Now picture the following:
I ordered and as she turned around to collect
my order, she said 'why am I not getting a pay
rise, anyway?'. A person replied who I assumed
to be her manager, 'because you're useless'.
She then turned back to me and said with a smile,
'That's 95p please'.
I paid.
'Enjoy your breakfast' she added looking me in the eye.
There was no one behind me next in the queue.
She turned to her manager, 'What makes you say I'm
useless? No one has ever said that before'.
Manager: 'You never do anything'
Girl: 'What do you mean?'
Manager: 'You only do things when you're told to do them'
Girl: 'Do I?'
Manager: 'Yeah and that's why you're useless'
Girl: 'Oh'
By now, I had found my seat and was still listening
to the Manager/girl conversation. I looked around
the restaurant - a few other customers were now
looking as well.
How did the girl feel?
How did the manager feel?
How did the customers feel?
I would imagine the girl felt 'unhappy, concerned and
de-motivated'.
I would imagine the manager felt 'good, confident
and pleased with himself' (that's the impression I go
by looking at his 'that told her' face).
As a customer, I felt embarrassed, angry and helpless.
I wanted the company to know how this manager had
treated a member of his staff. I wanted to help the
manager and tell him where he had gone wrong.
I wanted to offer advice to the girl on how to accept
the feedback.
The member of staff wasn't useless. I felt welcomed,
she smiled, and she looked me in the eye. It was good
friendly service. Her personal customer service was very
good - far better than 'useless'.
According to her manager, she was not very proactive.
Maybe customer service was her natural strength and
being proactive wasn't. That doesn't make her useless.
So where did the manager go wrong? How would have
you, as the manager, provided feedback?
Maybe I am being over generous on the First-Class
percentage!
Therefore, when I say 'Good managers are hard to
find, First-Class ones even harder', you can understand
why, with those percentages.
Let's change tact. Good Managers are in demand,
Fist-Class ones even more so.
And that's why the First-Class Managers are paid so well.
First-Class Managers are always in a job. They don't
get fired. They might be redundant due to the closure
of an office or something like that but they are so in
demand they have the pick of the jobs and command
the higher salaries and bonuses.
Think of a manager you know. A rubbish one, a good
one, or a First-Class one.
When I think of a rubbish one, it reminds me of Glen.
Glen knew all the right Management words to use. It
was like he had swallowed 50 Management theory books
(all written by individuals who have never been Managers).
Every time Glen spoke, it was in such Management gobbledygook,
no one could understand him. And he had no respect. His staff
hated him. He was just full of rubbish and was fired in the end.
Does Glen remind you of someone you have worked for?
Has your career suffered through incompetent, confused and
self-serving managers?
So have you thought of a Manager?
Which one do you admire, respect, want to work and
go the extra mile for?
You could be a First-Class Manager, no matter what your
background.
First-Class Managers know the simple secrets to making
a fantastic lucrative career.
So here is the ultimate question:
How Can You Discover The Lucrative Management Skills
That Make A Huge Difference?
And here is the answer:
Introducing my 25 years of Management wisdom in one
jam-packed user-friendly 5-module program.
For all the details, just mouse here.
Today, we are going to concentrate on the Service you
provide to your Customers.
But first, 'Who is the Customer?'.
Before I answer and give you my opinion, this question is
raised every 6 months in almost every organisation. I have
spent many hours at many seminars, meetings, courses
and sessions, where this question is raised. Management
and Organisations have debated it more than any other
question I know.
I have a very simple view.
The Customer is anyone who needs you to do something
for them.
The Customer is sometimes your staff and always your boss.
This is where I share with you, the biggest secret behind
Successful Management that is also the simplest...study
your boss.
· What does your boss want from you?
· What does your boss love?
· What does your boss hate?
· What are their interests/hobbies?
I once worked for a boss who had a reputation for being
'hard, demanding, fearful and unapproachable'. The first
time we met, I asked him the above questions. He replied
and he:
- wanted me to deliver the planned projects
as agreed (i.e. budget/time/benefits)
- wanted me to keep him informed of progress
- the truth - exactly how it is
- loved projects to be jointly agreed and met
- hated surprises. If the project dates were
going to be missed, he wanted me to let
him know as soon as I knew and especially
not at the progress meeting in front of other
staff
- liked watching football and participated in
marathons
This Manager turned out to be the best Manager I have
ever had the privilege of working for. He and I built a
rapport straight away. We were open, honest and worked
really well together. If things were not going well, we
would sit down and work things out. His reputation and
perception were just totally wrong.
4 simple questions ensured rapport was built and
I knew exactly how to manage my boss.
You can use the same questions with all your Customers.
Give it a try - it's simple but powerful.
Your Customers are becoming more demanding and less
tolerant; they want things delivered faster, better and
cheaper.
You need to be 'easy to do business with'.
In 4 days time , I shall share with you the techniques
on improving your questioning skills.
Now go and Accelerate Your Effectiveness! ™
Andrew
P.S. Now You Can Discover The Lucrative
Management Skills That Make A Huge
Difference...I reveal everything...NOTHING
IS HELD BACK.
FEEL FREE TO SHARE this with your friends, colleagues
and others who may be interested.
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Worthing
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