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The Strong Leader’s Character Creed

August 16, 2017 By Dave Ferguson Leave a Comment

Five Ways To Never Compromise Your Character

dave-ferguson-forbes-article Featured article by Dave Ferguson in Forbes Coaches Council. Reprinted by permission.

Character in leadership is of utmost importance. It has the power to build your business, relationships and reputation. It sets the tone for your team and your business, and is the bedrock of trust.

Just as character can lift you up, a lack thereof can swiftly take you down. Sadly, it only takes one mistake in character to ruin a business, a relationship or a reputation.

Becoming a leader of strong character comes down to living true to your core beliefs and values. These values help you determine what’s right and wrong, and are key to making wise decisions. Since our success is a composition of good decisions, having the character to lead based on core beliefs and values cannot be overemphasized.

The Strong Leader’s Character Creed

Living by these 10 character traits will provide a solid foundation for you as a leader:

1. Be honest.

2. Demonstrate integrity.

3. Keep promises.

4. Be loyal.

5. Be conscientious.

6. Pursue excellence.

7. Be kind and caring.

8. Esteem all people.

9. Be fair.

10. Be a good citizen.

Every day, we face choices that test our character. Some decisions are subject to immediate review by those with whom we live and work. In most cases, we will take the easy way out by making a choice that is acceptable to the majority. Then we go on with our life. These account for about 10% of the decisions we make.

What about the other 90% — the ones we make behind closed doors? These decisions speak volumes about our character as a leader.

True character is not something for which you can take a class. It is who you are when people are looking, but more especially when they are not. Being congruent means you are the same person regardless of the circumstances or who is watching. I have met many bosses who have no understanding of this concept.

I used to think some people were strong in character and some were not, and that was just the way things were. But after dealing with issues of character in my work with leaders for several years, I have a new understanding. Character can be influenced by our surroundings, our experiences and those with whom we associate. And while good character cannot be taught, it is something you can practice and improve upon over time.

Becoming A Person Of Strong Character

These are some steps to follow:

1. Surround Yourself With People Of Strong Character

Bad company corrupts good character. Think about the five people in your life with whom you spend the most time. Are they people of strong character? Do they demonstrate the type of leadership you wish to emulate? If not, expand your circle to include people of this caliber. And if you can’t find those types of people, you can always read about them. There is power in the books you read.

2. Seek Truth And Favor Reason Over Emotional Impulses

It is easy to be biased or prejudiced by emotions. That is part of human nature. But don’t allow yourself to get overwhelmed by fear or sadness. Learn to master your feelings, and avoid letting anything other than common sense and sound logic dictate the decisions you make.

3. Be Content But Not Complacent

It is important to appreciate your own values and be happy with what you do have. It is good to focus on and be grateful for the positives in your life. However, that does not mean you can become stagnant. Laziness never achieves anything. Stay focused on the next high point and do the work to get there.

4. Exercise Your Empathy

Sometimes you have to engage in tough conversations. It is easy to try and sidestep them or put them off, but don’t. Instead, face these conversations with empathy and action. Don’t sympathize. That is an emotional but passive reaction. Instead, you need to extend yourself, engage as needed, and do something to resolve the issue.

5. Excel Wherever You Are

Confusion is a character killer. Set the standard. You can’t expect others to perform at a higher level than you are willing to provide. This does not mean you have to be an expert in everything. It just means you do your best, no matter the task.

These are the practices that will build strong character and give you the experience you need to be a great leader. Are you practicing the habits that will strengthen your character as a leader?


Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in talking to Dave about coaching or having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

9 Ways to Deliver Customer Service Fireworks

July 5, 2017 By Dave Ferguson Leave a Comment

Promise Sizzlers and Deliver Fireworks

Think back over the last few days. Do you recall receiving great customer service from anyone?

Did you receive a prompt, friendly greeting by someone who showed they cared about your needs? Did someone deliver what they said they would deliver? Was there a cashier who thanked you for your business? Did a contractor show up on time and finish on schedule?

Leaders often fail to realize the impact of customer service on their business. Done well, it creates an outstanding company. Done poorly, it can be detrimental.

The often-heard statement, “We provide customer service excellence,” sounds great, doesn’t it?

We hear it all the time from companies and people. It’s in their promotional materials, their mission statements, and on their websites. They say it, and often advertise it right behind their so-called “service” counters.

But as the saying goes, “Actions speak louder than words.”

Outside a few rare exceptions, the best customer service we get these days is a flickering sizzler. It is time for some fireworks!


Here are 9 tips on how you as a leader can put the fireworks back into your company’s customer service.

These tips apply to anyone at any level who deals with the customers and clients of your business – either directly or indirectly. In fact, they apply to everyone.

  1. The right customer service attitude is critical.

As the leader, you have to set a great example when it comes to attitude. Choose to be positive all the time, and decide that you and your team will deliver customer service passionately. Ensure that everyone at your company is doing the same…not just when they feel like it, but with every single customer interaction.

  1. Don’t try to seduce prospects by over-promising goods or services to them.

When you do this, you open yourself up for failure. You should set realistic expectations, and give yourself some freedom to adjust where necessary. Deliver what you say you will…or more. But never less.

We’ve all heard the old cliché, “Under-promise and over-deliver.”

We tend to want to promise prospective customers more, so they feel the value. We also enjoy over-promising to make ourselves feel more valued. When you under-promise, you have the opportunity to continuously impress your client.

When you over-promise, you can potentially stress yourself out and look desperate. Even worse, you could appear to be a liar.

The great Henry Ford once said, “You can’t build a reputation on what you’re going to do.”

If you agree he was right, let’s agree we should build our reputations and relationships by what we actually do and how we deliver.

  1. Keep your word, but don’t make it your motivation to deliver.

Deliver because you should! If you are one of those people who is always in “promise mode,” slow down, and consider some other options.

  1. Don’t let “busyness” drive your work style.

Put nothing in front of providing the best service possible. Many people try to show people how important they are by how busy they are. Manage your workload, and use effective time management practices, but don’t be an expert in “busyness.”

  1. Deliver to your customers because you have the passion to do so.

Don’t do it just because you said you would. It’s very easy to spot someone who is just going through the motions. Today, people want to work with people they feel are truly engaged in the service or product. If you don’t enjoy what you’re doing, find something to do that you can enjoy.

  1. Be creative and grow with the client.

Go in with the attitude that what the customer or client asked for is just the beginning of the relationship. This creates an opportunity for both of you to evolve. At the least, you will have a loyal client; but likely you will get additional business by their referrals.

  1. Keep your customers informed.

If you are running behind schedule because you see something you can do for them of added value and you need more time, let them know. They will both understand and appreciate your efforts.

  1. Deliver something extra.

Without asking if they need it, deliver an extra WOW! What happens beyond the agreed-upon deliverable is what makes the real customer service difference.

  1. Create your own style and deliver your product and/or services uniquely.

Wrap your services in nice packaging and top if off with a bow! The extra touches distinguish your company from the myriad of others out there who do what you do.

Today, there are many leaders trying to grow their business through desperate measures. They will put down the competitors, over-promise, cut their prices to the slimmest margins, and quite frankly, lead prospective customers on. It’s a race to the bottom of the barrel.

If you stay clear of these mistakes and move forward with the techniques described above, your business will stand out from the crowd, not only today but for the long run.

After all, customer service is about building customer relationships, and a good relationship builds a loyalty that keeps the customer coming back.

As a leader, you must set the standard and keep your finger on the pulse of customer service. It is the lifeline of your business.


Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

 

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