The first is about people. Ultimately achieving excellent service in the eyes of your customers is a human endeavour fuelled by people who really care. Leadership for Service gives you the strategies and tactics to lead your people to willingly go the extra mile.
The second question often produces some head scratching and this applies in companies who are doing well on service. We may know how we are of service to our cutomers but not how we manage the effort rather than hope that it happens. Leadership for Service gives you the tools and techniques to prove that excellent service is planned, delivered, managed and measured.
“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
Giving pep talks this way provides a key description of the leaders' role.
Awards for outstanding service and employee engagement. Two stories from a customer and an employee provide the evidence for the
“Trust always affects outcomes – speed and cost. When trust goes up, speed will also go up, and costs will