Last week I wrote about Professor Duckworth’s research on grit and its importance to success (True Grit: What does it take to be Successful). Grit, in her definition, has two components. One is an almost single-minded focus on achieving your objectives. It is not done with simply a desire to getting things done but, rather, a true desire and passion to make things happen (compelling passion). It is also a willingness to get up, brush one’s self off and keep going even after apparent failure. What I wish to do in this blog is to ask you to think about leaders who have demonstrated a compelling passion to make things happen and one who was willing to recover from apparent failure.
Last week Lynn and I attended the 2014 MHEDA Conference in Orlando, Florida. For everyone who doesn’t know MHEDA stands for Material Handling Equipment Distributors Association. Many of our material handling clients are members of the association and we always like to attend a couple of their events a year.
Every year at our client conference we give out awards. They focus on the best in divisions, the best overall, the most improvement from the previous year, and a smattering of goofy ones that make our clients laugh. But we were missing something, the ability for our clients to tell their customers about their improvements.
In several recent posts, we have talked about the importance of consistency in customer service. While running the risk of spending too much time on the importance of consistency, I want to return to the topic one more time. This time, I will add a few statistics that reinforce the value of consistency.
Last week, I had the privilege of being a part of AGCO Corporation’s annual dealer meeting in Denver, Colorado. I had the chance to make presentations on the new customer service survey process we are implementing for AGCO and to talk more broadly about why customer service matters more than ever. At one point in the presentation, I asked participants to share recent personal service experiences, both positive and negative.