Recent Articles
Ken Kudos
Hi Everyone,
I had the opportunity to present at an amazing conference last week…. Pat Mesiti’s, La Dolce Vita at Versace Hotel, Gold Coast, Queensland, Australia.
This was an awesome event, the crowd were ultra positive about learning leadership hints & tips and I had a great time.
I’m excited to share with you the following interview conducted with Pat at the conclusion of my presentation.
Ken Wright – Pat Mesiti\’s La Dolce Vita 2011
If you would like Ken to present at your conference you can contact him at ken@engage4results.com Australian mobile: 0414 157 657
Ken’s available for workshop’s in USA
30 Jul2011
Hello Everybody,
GREAT NEWS! I will be in the USA from mid September to mid October 2011.
The trip is to catch up with clients that I partner with by phone and meet them face to face and whilst there to offer my presentations at heavy discount to existing clients.
The following is an overview of the leadership presentation (Leaders, Managers, Supervisors ) I will be doing on this trip (tailored to meet individual needs) this session is ideally a minimum of 90 minutes. I will also be available to present to Sales Groups on how to build their businesses and “Extreme Customer Service” to Staff Groups & Teams where there will be an emphasis on Internal & External Customers/Clients.
IN A NUTSHELL, THE FOLLOWING IS A BREAKDOWN OF WHAT IS INCLUDED IN THE LEADERSHIP PRESENTATION ….
The Ten Commandments of Customer Service
30 Jul2011
Customer service is so instrumental to the success of any business I would like to share my thoughts with you on this subject.
When I became CEO of Westpac Financial Services in 1994 my first “Contact Point” column in our monthly staff magazine focused on customer excellence. I reminded our team that customer excellence, that is, the attainment of raving advocates, will be the key to our ongoing success. It will become what differentiates us from our competitors. I also reminded them that if they felt they were providing superior service currently, to remember the old adage, “You don’t have to be ill to get better,” as a poignant reminder of our obligation to the pursuit of customer excellence.
I then provided them with “The Ten Commandments of Customer Excellence.” I feel these points remain relevant today, and so I have modified them from their original focus on providing financial services advice to being generically applicable to any business.
THE TEN COMMANDMENTS OF CUSTOMER EXCELLENCE
- In: Newsletters
Have an Adaptable Game Plan
15 Jul2011
In my workshops I stress the importance of having a game plan that the team is passionately committed to as we strive to achieve superb implementation.
Keeping the team upbeat and energized as they work on achieving their gaols is an important leadership responsibility. There are times when it is obvious to all that implementation is failing due to holes in the game plan, and it is critical for a leader to keep his or her finger on the pulse in case the plan needs to be tweaked in order to ensure that everyone remains committed and passionate.
One way of doing this is to have a structured way of obtaining feedback. I have always gone out of my way to seek input and feedback by having individual “desk chats,” where I sit at a team member’s desk for 5 minutes just chatting, having chats over coffee, and in team meetings via brainstorming sessions. You have to take this seriously-take notes, follow up, respond with your most honest answer, and Read the rest of this entry »
- In: Newsletters
Performance Management
19 Jun2011
Today we are going to talk about performance management. This is a critical part of a leader’s role. While we need to address performance issues promptly, the overriding goal should be getting people back on track, not managing them out.
Sure, we can’t afford to carry passengers. But the cost of a “hiring and firing” mentality is huge. Did you know that industry experts say that the cost of hiring and training employees to a very good level is about twice their annual salary? This is significantly more if we are talking about people in management roles. If you have leaders reporting to you, watch their turnover rates closely and put development plans in place to address any issues.
A leader needs to have a helicopter view of what is happening in the business, but also needs to keep a finger on the detail. It is an art form in itself to be close enough to have a deep understanding of your team and the issues they face on a daily basis without micromanaging.
If you have all the other steps in place, personal development plans for all staff, reward and recognition systems and an innovative culture, your team will respect your authenticity and realize that your observation is not micromanaging or checking up on them.
- In: Newsletters
Weekly Planning
12 Jun2011
It’s imperative to have a weekly plan of what you’ll achieve in the coming week. I would like to share my weekly planner with you because it has worked well for me for many years.
Weekly Action Plan
Create your own weekly action planner and ensure everyone in the organization utilizes and reviews with their leader weekly. This plan needs to designate days for action or completing prior tasks, cover critical weekly actions, and other areas of focus.
You’ll notice on my planner (e-mail Ken@Engage4Results.com) for a free copy and an E-Book free of the intro and first chapter of my new award winning book “The People Pill”
In the Planner I have an area to allocate days (or half days) to action, Read the rest of this entry »
- In: Newsletters
Achieving Outcomes
28 May2011
Well, we have our game plan in place and we’re in the process of getting everyone motivated.
That’s a great start; now we need to consider how we’re going to ensure we achieve our desired outcomes.
Achieving Intentions
I prefer to call “goals” “intentions.” My reason is that in my opinion, having an intention to achieve something involves the heart as well as the head, while goals are primarily from the head.
New Year’s resolutions are dreams or goals that are usually broken within two days. Why? I believe it’s because we probably didn’t buy into the process with our heart–we never passionately intended to achieve the outcome. It was all “head stuff.” Read the rest of this entry »
- In: Newsletters
Motivation
30 Apr2011
Today we are going to talk about motivation. Most people in business will agree that motivated employees are the best ones. They display a passion for their roles, take the initiative, and want to achieve great results. They are also the most likely to want to develop themselves and achieve success.
Hot Buttons: Motivating Factors
Leaders who know how to motivate their people may not be trained psychologists, although they do have an excellent understanding of human behavior.
Don’t assume that money is your people’s key motivator. Find their Read the rest of this entry »
- In: Newsletters
Explore Your Wow Factors
3 Mar2011
Let’s acknowledge some important realities of conducting business today. Marketing has become inescapable, competition in most industries is fierce, and most customers face many demands on their time and attention.
The challenges here are apparent: It can be tougher than ever before to reach customers. However, wherever there is a challenge, I see an opportunity for excellence to shine through. One piece of incredibly good news in all this is that truly exceptional customer care has a greater impact than ever before, because so few individuals and companies deliver it.
Today, when a salesperson does connect with a customer, it’s more critical and more beneficial than ever to wow that customer, potentially Read the rest of this entry »
- In: Newsletters
Extreme Customer Service
1 Feb2011
When I became CEO of Westpac Financial Services in 1994 my first “Contact Point” column in our monthly staff magazine focused on customer excellence. I reminded our team that customer excellence, that is, the attainment of raving advocates, will be the key to our ongoing success. It will become what differentiates us from our competitors. I also reminded them that if they felt they were providing superior service currently, to remember the old adage, “You don’t have to be ill to get better,” as a Read the rest of this entry »
- In: Newsletters
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