Don't Try to Please Everyone

As we manage our projects, we need to remember to spend the bulk of our time working with our advocates and supporters, not answering or arguing with our critics. If you say you don’t have critics on any of your projects than I say you probably aren't pushing hard enough, and that means you probably aren't a very good project manager. 

Trust and Leadership

I was reading the book "The Truth About Managing People" today and thought I would post a couple of excerpts from the book about leadership.  The link to the book is at the end of this posting.  I highly recommend this book, especially if you manage people, or are a project manager.

In regards to leadership, the book states, "When we trust someone, we assume they'll act honestly and truthfully and be reliable and predictable.  We also assume they won't take advantage of our trust.  Trust is the essence of leadership because it's impossible to lead people who don't trust you. "

Some quotes from the book to gain the trust from others....

Be open

Be fair

Speak your feelings

Tell the truth

Show consistency

Fulfill your promises

Maintain confidences

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I think this is a great book.  Enjoy!

One Rule from the Nordstrom's Employee Handbook

Nordstrom's Employee Handbook

from Minimal

"For years, Nordstrom’s Employee Handbook was a single 5×8” gray card containing these 75 words:

Welcome to Nordstrom

We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.

Nordstrom Rules: Rule #1: Use best judgment in all situations. There will be no additional rules.

Please feel free to ask your department manager, store manager, or division general manager any question at any time.

During this time, Nordstrom had the highest sales per square foot performance in the retail industry"

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Does your company have a "Rule #1 for its employees?  


When you review your employee's performance does their employee appraisal include a review of his or her customer service strengths and weaknesses?  Regular formal appraisals (quarterly, or better yet monthly) will help your employees improve their skills.


Do you provide your employees with regular training to ensure they are providing the highest level of customer service?


Does your company survey its customers to find out their level of satisfaction?  


Are your customer survey results used as part of the employee's appraisal process?


Remember, you can't manage what you don't measure, and you probably aren't providing excellent customer service if you aren't surveying your customers and providing continuous customer service training to your employees.