Entries by Steve Riddle

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Customer Service Is Not Rocket Science

At the risk of over simplifying a very complex topic, the customer service experience we deliver is often only the service we expect ourselves.
But, when providing a service in the moment it is easy to forget our own expectations. According to a report created by the Genesys group titled the Cost of Poor Customer Service, 73% of consumers end a relationship due to poor service. Consistency, context and clarity are incredibly important for employees to find their own way, within appropriate expectations.

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The Importance of Leadership Support in Coaching

Personal and professional development is critical to the ongoing success and growth for any leader. There are many aspects that will make this development even more effective and sustainable, particularly when participating in coaching. High on this list of attributes is the support the person being coached receives from their immediate leader. Support of people as they participate in development programs really does matter. I recently met with a very senior leader in an organisation – let’s call him Jack. Our discussion covered many areas of relevance, including the fact that I had been coaching various members of Jack’s team for different periods over the last 2 years.

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Generational Change and Leadership

Generations of employees and leaders have been exposed to varying cultures, leadership styles and business practices.
Understanding how generational change impacts leadership and organisational learning has become an interest of mine. As is the transition of students from university into the workforce.
Is generational change impacting the need for different types of leadership?
How different is the workplace – has generational change affected leadership inputs and attitudes of employees?

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Influence and Trust: A Teenagers Perspective

Influence matters! I used to believe friends were more important than family. Recent events have shifted my thinking.
The statement above is how our 14-year old daughter, Maddy, has started to understand the importance of influence and relationships. This year has been a big year for her. In response to this learning, a little while back Maddy wrote down her thoughts and perspective. This week Maddy shared these thoughts with me. I asked if it would be possible to publish her writing as the core elements are just as relevant for adults as they are for other 14 year olds and teens.

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Your Employees, Leadership, Strengths and Diversity

Understanding what your employees want, who they are and what they are naturally good at provides a solid platform for success: personally, professionally and organisationally.
Helping your employees by taking the time to find out these things is good leadership. A gap exists between what employees want and what leaders deliver. So, what is this difference, between what has proven to work, what should leaders be doing and what actually happens in most organisations? 1. The need for focus on strengths.
2. Diversity and differences that naturally exist between people.

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Understanding Your Why, Purpose and Values

Know your ‘why’. Values and gaining an understanding of your key drivers and motivations matter. I know this because people keep telling me. 
Maybe not in specific values-related language, but certainly when they describe how they feel and what is happening at that time.
Knowing your core purpose, why we make certain decisions and the influence of values impacts lives. They affect how we feel about our job, relationships and life in general. What is satisfying at work? What is frustrating? How relationships are going? The joys of a new friendship…or an old. Your ‘why’ influences all of these questions.

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The Leader Journey is Long and Worthwhile

What makes one leader more effective and capable than another? The behaviours, traits and skills required of a leader are many.
Organisations must focus on developing leaders early and maintain the effort once in the role. Individual leaders must also embrace the challenge to grow and provide more to their team members and employer.

To understand what makes a great leader great, requires reading to understand theory and practice to make development real. Knowledge, however, is only the first step. Knowing is one thing, application and ‘doing’ is something more substantial again. You don’t need to seek perfection, just improvement.

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What Are Personal Values and Do They Matter?

Values continue to be an important part of our lives.
But do you know what your core personal values are and understand how they impact you and those closest to you?

Personal values continue to be important for many reasons, both at work and at home. It is more relevant than ever to continue to elaborate on this core aspect of your motivations, decision-making process and behaviours.

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Leadership: Assessing Possibilities / Taking Action

Are you someone who is described as action-oriented?
Do you assess the many possible alternatives and options before ultimately taking action? 
One of the most beneficial aspects of good leadership is the ability (and willingness!) to assess options quickly and efficiently and guide your team through to completion. Knowing what the most appropriate and beneficial action is can be difficult, however this model may help.
Passively waiting for others to make necessary decisions and take steps to meet a need, adds little value to your organisation and others perception of yourself.

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Expectations, Accountability and Leadership

As a leader, you are required to clearly set expectations and standards for your team and each individual employee.
We continue to see that this is an area within organisations that is not as effectively applied as it should be.
n our short video you will learn why setting expectations is more important than ever to ensure that your team members are not only aware of but understand what is required and expected of them in their role. We have observed some organisations and leaders who hold their employees to account unfairly, sometimes for things that have not been established clearly or understood in the first place.