Set Fire To The Rain
SNAPS DAY 324
11/20/20222 min read
The perfect storm happens when you least expect it. As a leader, even before the rain comes, you must ensure that all the Delivery Model basics are in place and done consistently. The core values of the organizations is the burning anchor of anything and everything that affects your Associates, customer and other stakeholders including strategies, policies, facilities offering, and other corporate services. Hire people who wants to perform their very best and hungry for new learnings. Enhance training programs based on the ever-evolving needs of the business and your Associates. All leadership development programs have live immersion with the best mentors. Leaders must engage and communicate effectively, regularly and personally with their Associates.
By ensuring the essentials are in place, when the perfect storm happens, you have already done your level best. This is because solving for a potential storm is not done while the storm is happening… A wise leader prepares even before it happens.
*About the photo
One of my top Teams who is consistently #1 annually across the network hit a wall one time. Specifically, a few months ago, we promoted several of our top performers to support the growth of other departments because our next set of leaders were ready now. A large BPO who recent opened shop targeted our leaders and tenured Associates offering ridiculous salaries. Meanwhile, transaction volume increased immensely due to a surge of fraudsters online. While our numbers still meet the goal, our Associates were exhausted and stressed.
My leaders approached me heads-down feeling beaten with the situation. I asked them: Were our Delivery Model basics in-place? Did you speak heart-to-heart with all the Associates? Did you do your best? If the answer is “yes”, then do not stress yourself too much. This is part of the stages that happen in Delivery. Our succession planning and our Associates’ BIG hearts for our customers are strong, and, you are here to humbly tell me you need help. Guys, I wouldn’t want to be anywhere else but here with you. They said: “Pat, we’re no longer #1 in the Site ranking...”
I told them: “For as long as we are #1 for our Associates, for customers and for each other. That’s the only thing that matters”
I took them out for breakfast. The photo is me holding an umbrella without any rain tells my leaders to prepare before the first rain drops.
