It’s also important to put your self in the customer’s shoes, and create a camaraderie between the customers and your associates. It’s important to share with your associate any positive or negative comments from the customer. It is also important to have grounds rules with your customer. We treat everyone with dignity and respect and we all share this common goal. Be responsive to your customer and associate needs and wants. In the end all we really would like is a resolution not an excuse. Be ethical doing the right thing all the time even when no one is watching.
Being a leader also means being a visionary and remaining flexible. Be willing to take calculated risks and make tough decisions. Set established goals and communicate those goals and make sure everyone is clear about and believes in what you’re working toward. See what your competitors are doing and go above and beyond that. Always search for emerging opportunities and anticipate change; listening. Tell you story. Everyone has a story.
Our world is rapidly changing with the advancement of technologies and with a weakened economy one must be adaptive in order to meet the demands. Today we have to find ways to work harder and smarter. With limited resources one must think out side of the box to find a feasible solution. Money is not always the answer or solution. Consider approaches you’ve never thought about before. Sometimes reviewing how you do business currently could be an eye-opener on how you will do business in the future. Process improvement will allow you to grow and expand your business.
Bill Robinson is executive director of Villa Springfield Health and Rehabilitation Center.