Leaders are measured by whether they’re effective, and one of their primary responsibilities is to also make the people who report to them effective. Easier said than done, I know. That’s why they should recognize and reward their employees when they see them doing something right and, at the same time, encourage them to raise the bar a little higher in the future. That style of leadership includes coaching, where the leader helps their employee(s) to discover how to improve their performance, little by little, over time. Service businesses are extremely competitive and are always measured by the latest service(s) they provide – that’s why resting on one’s laurels – whether by an individual, a team, or a company, is a sure-fire way to fall behind the competition. And that’s why focusing on continuous improvement is so important. If you’re a leader, keep your eye on the performance of your team; if you’re the team member providing the service, always strive to be better. It’s a constant pressure, but the rewards are almost immediately found in your customer’s faces: that kind of feedback and the lessons to be learned from it are invaluable. Celebrate those successes with high-fives all around, and then straightaway encourage and coach your team to be better. Every day. Every time. No exceptions. That’s how to raise the bar today.
Mariel Margaret Hamm-Garciaparra (born 1972): American retired professional soccer player, two-time Olympic gold medalist, and two-time FIFA Women's World Cup champion.
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