Leadership is a matter of how to be, not how to do!

Sep 15, 2023 | Leadership & Culture

Business Owner Leadership Qualities

Leadership is a matter of how to be, not how to do!

This week I have had at least 3-4 discussions around customer services, so of course, it is on my mind!

Leadership is a matter of thinking differently and being able to handle the challenges that are thrown at you.
  • How do I handle bad reviews on social media, including those spam ones?
  • How do I treat a customer who is wrong about something.
  • A comment and discussion that customer service is about price?

All relevant and emotional issues when it happens to you, and you are the leader in your business. Are they customer service problems or culture and leadership problem? As a business leader, handling difficult customer service situations is a crucial aspect of your role. Customer service can be emotional, and dealing with bad reviews, incorrect customer complaints, and pricing concerns can be challenging.

Try to think differently when it comes to challenges in Leadership:

  1. Think win – win: a successful leader should strive to create mutually beneficial outcomes. This means looking for ways to make deals and partnerships where everyone involved can come out ahead.  This approach helps build positive relationships and can lead to long-term success even in the worst situations.
  2.  Broaden your mindset: Be open to new ideas and perspectives.  Don’t be afraid to seek out advice and feedback from others, whether its from your employees, customers or other businesses.  Keeping an open mind can help you stay adaptable and responsive to changes in the market.  Don’t be a know- it – all. It stifles your growth and adaptability!
  3. Lead by example: As a small business owner your culture starts with you.  You are the brand and the role model for your customer standards, your employees, even your suppliers.  If you want people around you to follow a certain standard you need to model that behaviour and standard yourself.  This means showing up on time, putting in the effort, and demonstrating a positive attitude.
  4. Communicate clearly Good communication is essential for effective leadership. Make sure you are clear about your expectations, goals and plans. Regularly check in with people around you to make sure everyone is on the same page and deal with any concerns or issues as they arise
  5. Empower the people around you, encourage them to take ownership of their work and give them the freedom to make decisions and solve problems.  There is nothing worst or more destroying to moral than a control freak.

Your business brand and culture is a combination of what you create and what you allow.

“Be the best person you and be and the rest will follow”


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