The biggest risk is not taking any risk... In a world that changing really quickly, the only strategy that is guaranteed to fail is not taking risks. - Mark Zuckerberg
I recently just got back from a speaking engagement where I had the awesome privilege of addressing a growing start-up regarding the need to adopt from the onset 'service excellence' as a consistent total-firm philosophy. The outing was quite hilarious, empowering and transformational as the workshop participants were not only mesmerized by the limitless possibilities of service impact but were inspired by the far-reaching dividends of painstaking implementation of customer-driven programs.
On the second day of the 2-day boot-camp, I anchored a practical workshop - which was more or less a brainstorming session aimed at generating innovative ideas for engaging customers more efficiently and profitably too. Many intelligent findings relevant to my client's business context were deduced - leading to fundamental shifts in my client's short-term and long-term goals, expectations of performance, and priorities - and to the integration of these goals and priorities in the heart of the business. Without doubt, one imperative became clear - taking a cue from the insights gathered during the workshop and that is: doers execute, doers implement, doers take action, doers grow organisations.
It is in the execution of vision statements, service strategy formation, and service program roll-outs that organisations often come up short. And that's why the virtues of customer service have been preached for years without results. And why? The main reason is that most organisations play-it-too-safe as they want little or no disruption to the status quo. However, in order to truly generate lasting service improvement, a top down commitment to changing processes, behaviours, measurements, etc. is needed. To execute a vision or strategy effectively, leaders must be committed in the long-term.
ABOUT THE AUTHOR
Christian Aligba is the Founder/Co-Chair of C.A.L.F Africa, a non-profit organization that's keenly developing and recognizing the next generation of African leaders - helping to create a new narrative, a new normal, a new beginning. Better Leaders, Better Societies across Africa. Learn more@ www.calfafrica.org
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