If You Are A Leader

Most of the organizations are trying to achieve the business results and the customer satisfaction as their ultimate goals. These two goals are correlated each other. If you are focusing on achieving the business results, you must have a good strategy to maintain the level of customer satisfaction to your organization's service and products. Otherwise, you may lose your customers even though you may achieve the business results in a short-term. It will give a negative impact on your business results in the long run. On the other hand, you may lose your business results if you only focusing on the customer satisfaction but you do not have proper revenue strategy and expense management. This article will explore more about balancing focus and efforts on two important goals for an organization to succeed in the long run.

Do you have any SMART goals to achieve both positive business results and customer satisfaction?

If you do not know what you really want to achieve, you may not probably achieve anything what you suppose to achieve in order to maintain the sustainability of your organization. Setting goals is the right thing to do in the first place. However, setting the right goal is the more important. You must be able to set goals which is specific, measurable, achievable, relevant and time-bond. In order to do so, you must have a well set of knowledge about your customers, your products, your people who are working for you, the business environment in which you are doing your business.

You may want to do some exercises on SWOT (Strength, Weakness, Opportunity, Threat) Analysis, PEST (Political, Economical, Social, Technological) Analysis, etc. These exercises will give you some in dept understanding of your business and will enable you to make better decisions when you are setting goals. Knowing your business and setting the right goals is very fundamental and important things to have an effective organization.

Do you have any strategies to achieve these goals?

It is important to know what you want to achieve but you must have proper plans or strategies on how to achieve it. You may want to think about how you will ensure to maximize your revenue and effectively and wisely minimize your expenses. It is very important to set the correct target markets depending on the strengths and the weakness of your organization. Then, you may want to think about how you will strategize your plans to increase loyalty and supports of your target markets. Without an appropriate set of strategies and plans, your organization will go nowhere. Knowing your customers, knowing your markets and having a right set of strategies will give a clear direction to achieve your desired results of your organization.

Do your people know these goals and strategies?

After having a clear goals and a right set of strategies, it is important to ask yourself how you will communicate these goals and strategies to your own people who will realize them. You should establish the proper system to communicate those directions down to the operational levels and ensure to get the feedback from your people who are in the operations. Your directional leadership is very vital here to do this. Some organizations are not effective and losing their business even though they have goals and strategies because they cannot communicate them to the people who are realizing them. Therefore, it is very important to provide directional leadership to your people by communicating effectively these goals and strategies to your people who are realizing them.

Do you have a set of senior managers you can lead those people who will realize the goals and strategies?

Your senior managers play a very important role in communicating these goals and strategies to your people who are in the operations. The relationship between them and their people is very important. They must be able to provide right directions to their people, motivations and development. They should walk the talk. They must be very competent to lead their team, however, they should have a good heart to understand the needs of their people. They must have guts to speak and act for the betterment of their team and organization whenever they are called to do so. After all, they must be very competent with the directional leadership, motivational leadership and organizational leadership.

In summary, if you are a leader, you must be able to set clear SMART goals and the required strategies together with your people. In order to that, you must establish a very good communication system in the organization. You people should have a right to know and a right to be listened to. Your senior managers must be developed and trained to be effective in terms of directional skills, motivational skills and organizational skills. After all, you must be balance focusing on achieving positive business results and customer satisfaction in order to sustain your organization's success in the long run. In other words, you must be the leader if you are a leader.

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