How is leadership related to service excellence? Some might consider that a rather easy question, but I'm constantly amazed at how many leaders, and even some very large industries, just don't get the connection.
In The Leadership Book of Numbers (Volume 1) Theo Gilbert-Jamison and Vivian Bright provide a very simple roadmap to help leaders connect the dots. The book contains an extensive series of short lists along with tips and techniques that will help them become more effective leaders while helping their organization in the quest for service excellence.
The authors emphasize a point that is often overlooked, to the detriment of many organizations; there must be a vision and mission as well as a clear statement of values. The leader must clearly and effectively communicate these to the organization; everyone must understand them if the organization is truly striving for excellence.
Although they don't describe their studies in any detail, Gilbert-Jamison and Bright have developed six principles of service excellence from their studies. While high levels of customer service are often not expected of any but large or very high-end companies, that doesn't have to be the case. Any company can provide excellent service to the customer and these six principles provide a solid foundation for success.
The authors understand the importance of employees in the service equation and dedicate several of their lists to methods for leaders to engage employees in excellence. Employees must know the expectations of their leadership and understand how they help meet those expectations. Employee engagement happens when leaders engage with the employees.
The Leadership Book of Numbers (Volume 1) is a short easy read but also provides leaders with a useful quick reference guide to basic leadership principles. It's a quick read but also a lasting compendium that leaders will want to refer to again and again.
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