Good morning, everyone, my name is Hugh Blane this is the Monday Morning Minute. This week we’re going to talk about the three people you want to make sure are thrilled in order to achieve extraordinary performance.
1. Your customer: Thrilled customers are the life-blood or extraordinary performance. If you have disengaged customers your performance will never be extraordinary.
Action #1: Find one thing this week that thrills your customer and replicate it broadly?
2. Your employees: If employees are not thrilled – the customer is not thrilled. Too often employees lack a real world understanding of the customer experience.
Action #2: Find one way to ensure employees experience EXACTLY what customers experience and then charge them with making it thrilling for customers.
3. Yourself: When you’re thrilled it’s contagious. Thrilled leaders create thrilling cultures, thrilling cultures create thrilling behaviors, and thrilling behaviors create thrilling performance.
Action #3: Learn something new. When leaders learn something new they keep complacency at arms length. Do one thing this week to infuse new ideas and thinking into your leadership.
Thank you everyone. Have a fabulous week and I will see you here again next week.