Introducing the Service profit Chain
An introduction to the Service Profit Chain and why I think it is more important than ever before
The Service Profit Chain – explained
Understanding the Service Profit Chain – I will walk your through – step by step and you will learn what it takes to create a better service business
The Team Leaders Tool box
Understanding the essential skills that you need to master in order to create engagement on your team
What are you learning at the moment?
“Anyone who stops learning is old, whether at twenty or eighty. Anyone who keeps learning stays young.”
– Henry Ford
All the marvellous musicians do it, fabulous footballers as well. Even your Hollywood heroes do it.
In virtually every arena in which we observe excellence, we also see a commitment to continuous improvement… Every arena, that is, except possibly business.
This has always puzzled me.
Are we assuming that leadership is some God-given gift? You are born with the right genes and that’s that?
I don’t believe this.
I challenge you to pick any person in your surroundings whom you consider to be a great leader and ask them: Excuse me! Were you born like that or did you learn something along the way?
You don’t even need to try that, do you?
It’s pretty obvious that along the way they improved. And the really great ones improved a lot.
So how do we improve?
Two things are needed. We need to know something and we need to practice. Often getting better means learning something new. But the knowledge that is just stored in your brain is not worth much. As Reg Revans, the father of Action Learning wrote: there is no learning without action.
Only when you do it does it become integrated into your personal library of better ways to do stuff.
I don’t know about you, but whenever I am stuck with some technical problem I go to YouTube, search for the appropriate video that will show me the steps or tips that I need and then I go try whatever it is. In general, the first time I try, it does not turn out exactly the way I hoped but with some more effort, I usually get it. If not I may need to just pop back and watch a certain part of the video again. Cooking is another area where this works great for me as well.
Learning occurs in this dance of understanding something in a new way and trying it out.
So improving is quite simple really.
Identify the need. Get the right input. Try it out. If it works fine, if not try again.
Over the years I have learnt a lot of stuff that way.
In this section of my website, I will help you do the same.
Here you will find a collection of video courses. They are all based on my live training that I have given to hundreds of managers over the past 15 years. It’s hands-on practical stuff that you can convert into action. If you do, you will improve. I guarantee.
The structure follows the cooking lesson format. Here is what you need to know. Go try it out … and let me know how it goes.
The last part is optional. I can’t force you to do that but I can promise you that if you really want to take your own improvement to the next level, this is the way to do it.
But it’s up to you. The training videos can be used in 3 different ways. Pick what works best for you.
- Watch the video – and go do it.
- Watch the video – do the reflection at the end of each module and send it through to me. I will review and comment on what you are writing and it will help keep you on track.
- Go all in: Watch the video, do the reflection with written feedback from me and get 45 min online coaching after each module. That is for you if you are really serious about improving.