Steve Lover

Fantastic list.

Accountability can not be dictated, only supported. Each person holds themselves accountable. there should be follow up in the middle of the project to make sure everyone is getting their part done. Again, it all comes down to the leaders communication. When the leader truly owns his/her position, the rest of the team can own theirs.

Failure happens. It is a learning curve and opportunity. This is not about "blame." It is about a breakdown form the leader to the team. Taking responsibility as the leader moves the team to want to make it right. Ask them for their feedback and get everyone together to take on the next challenge. It is very important to make sure that you have communicated well, that they have the apatitude anad that they buy-in. Don't start the project until everything is understood, everyone is ready and everyone has bought in. Remind them that you are all in this together and you appreciate all that they do. They will not want to disappoint.

As a leader the first place of all assessment is the question "How did I fail as a leader?" The reason people fail is either because they don't understand what needs to be done, they are unable to do it or they have not bought in. In all of those scenarios the impact and influence of the leaders is the first place to begin. Were the Key performance indicators clear? Did the client have the aptitude to do the work? Did the employee buy-in? To each question the leader must understand the fail and think about how he could have led in a way that would have avoided this situation. By taking the "blame" and questioning the team, you will be able to fix it for next time or realize that one or more of the team members is not a great fit.

It is an opportunity to get the client to become a raving fan. If you take care of their problem correctly, you and your company are heros to the customer and you have deepened the relationship. Everyone appreciates being coddled to some degree. Often you will find that after they have talked it out, their demand is small and easy to fulfill. That is why it is so important that you give plenty of time for them to speak about their issue. Ask more questions. Show you are eager to understand. When you do thay, the customer experiences something that he rarely has the opportunity to experience, someone that deeply cares about him and his issues. When it is resolved well, they will love you and hte company.

There are a few things that are really important about customer service. Before I tell you what they are, let me explain why it is important. As we have said previously, customer service is remedial by nature. You are fixing something that broke. It is an opportunity to get the client to become a raving fan. If you take care of their problem correctly, you and your company are heros and you have deepened the relationship. 4 steps: 1. Become the customers advocate. Ask and make sure you give them enough time to say everything on their heart. 2. Show your empathy. Agree and support. 3. Ask how they would liek you to address the problem. 4. Do everything you can to satisfy them.