10th March 2017
Recently I received two forwarded emails from companies that I am working with. The first came from a very demanding customer of a national utility and the second came from a long in the tooth employee. If Carlsberg did service then they would tell a story about this customer and the people who she interacted with. If there was an award for pride, belonging and gratitude then the story from the long in the tooth employee would be incontestable.
For commercial and personal confidentiality the names have been omitted but the words in direct speech are those of the customer and the employee.
Here are the stories……
It’s windy, very windy when you’re on the 6th floor roof when the rain comes horizontally and you’re checking that the scaffolding is secure.
The customer wrote…….
“They were outstanding, they started off a couple of weeks behind due to weather but the guys worked so hard they ended up finishing a couple of weeks early. My experience of contractors is they want to get in and out but these guys were real gentlemen, they were so polite. One day they even brought me lunch!
We were updated every day and they went the extra mile for sure. We would welcome them on any of our sites and they are a real credit to your company.
Compared to other companies we use you are much better than anyone else.”
The other company produce a newsletter focusing on how they are doing with service and in it there is acknowledgement of people who have gone the extra mile. This is a new thing.
Here’s what the employee wrote in his email…….
Having received and read the “spotlight on service” mail, I would like to say thank you for my recognition. It is welcomed and very much appreciated. In 28 years in the trade I can honestly say that it is the first time that any of my employers have given me such a lift in spirit.
I look forward to continuing my work and will strive to further improve and promote the business to the very best of my abilities.
I am delighted for these companies. They provide authentic leadership, communication and engagement with their people. Their commitment to achieving outstanding service is palpable and infectious. They don’t need an awards ceremony, they let their people and their customers do the talking and the rewards follow on.
“This isn’t an initiative, this isn’t a programme. Eric has helped us create our own unique way of raising the bar on service and keeping us ahead of the competition.”
Greig Brown, CEO, Europa Bilfinger Services.
“This was the first time a newly formed senior leadership team had taken time out to consider strategy, leadership and developing the company. Everyone benefitted from the straight forward and focused approach taken by Eric. OES is a privately owned SME and Eric was chosen specifically for his background in working with this business sector. There was no ‘business school’ terminology nor did Eric try to make us into something we are not. He was there to facilitate, assist, guide, prompt and instruct when required. The open approach worked extremely well across a diverse team with varying levels of leadership experience. The outputs of a strategic plan, leadership actions and longer term goals are now being actively pursued.”
Euan Lockhart CEO of OES Oilfield Services
Unlike other consultants, you can actually see Eric’s effect! It’s real and it improves not only the service but the business performance as well. He also has the ability to engage with people at all levels in the company and that was a major impact in helping to make the connection between their behaviour and outstanding service.
Chris Nugent, Managing Director, Palmaris
The work we did on sharing our leadership agendas was a massive step forward. We would never have done this ourselves. You enabled us to look at ourselves and each other. We were then much more able to communicate openly and comfortably about the way ahead for all of us. You didn’t theorise about it but brought it back to individual experiences and applications.
Everyone values the personal and private nature of the one to ones – they have helped enormously.
Lindsay Campbell, Managing Director, Grant Management
I have known and worked with Eric for many years. He intimately understands the challenges and realities of achieving growth and change in small to medium sized businesses.
We particularly value his perspectives on the need for organisational change if you are to achieve successful strategy implementation – and, of course, on how to make that change happen. The nub of the issues is, of course, leadership and the strategies and tactics that management teams need to adopt in order to achieve successful change. Eric excels in working with boards and senior management teams to plan and implement strategic change – making a positive impact both on how the team operates and the leadership behaviour of individual team members.
Bill Loch, Strategic Development Director, Asco Ltd
Created over many years and continually updated these programmes are unique. Unique because they help you to create your distinctive way of operating, delivering value for your customers and leading your people.
The most challenging aspect of any business is making strategic changes. That’s what Eric Flannigan supports and excels at, he has helped scores of company leaders make change happen.