Leadership Skills, Networking Skills and Business Behaviour

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This is a presentation which let the readers to know about leadership skills, professional networking and maintaining your clients.

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  • The nature of company’s business determines the uses of either customer or client. For instance if the business of your organization involved in rendering professional services to people such as lawyers, doctors, Accountant, brokers etc. the best for you is client. And for those that involved in selling goods or render other services that are unprofessional then customers is your choice.
                                                                   In CA Profession we use the term Client
  • Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates.
  • Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
  • Success Story of Meru Cab ( treat your employees well)-
    Every company feels that they are paying the best to their employees and every employee feels that he is underpaid. However in case of MERU, the employee pays the company and both are happy. I will explain briefly the MERU model
    MERU hires the driver with certain driving experience and train him on soft skills.
    A contract is signed between MERU and the driver.
    MERU buys the car and gives it to the driver
    The fuel cost has to be borne by the driver
    The maintenance of the car is taken care by MERU
    MERU helps the drivers by providing the booking to drivers through their call centers
    The driver is free to take fares if he doesn’t get the fare from the call center
    In return the driver provides Rs. 800 per day to MERU
    Whatever the driver earns above these 800 rupees is his own income.
    Now MERU has enabled the employees to earn what they want to earn and they have not only given them employment but a business
    Provide employees the opportunity to earn to their potential. (May be through Performance Linked Incentives or any other innovative way that fits your business)
    Though MERU cab is expensive as compared to other cab people are ready to pay premium, due to its punctuality, readiness to go to any corner of the city and overall customer service.
  • Survey reported by American Society for quality and Quality product center
  • Leadership Skills, Networking Skills and Business Behaviour

    1. 1. LeadershipLeadership NetworkingNetworking && Business BehaviourBusiness Behaviour GOVIND KUMAR MISHRAGOVIND KUMAR MISHRA
    2. 2. EFFECTIVE LEADER AUTHENTIC LEADER
    3. 3. The Law of the LidThe Law of the Lid Leadership Ability Determines a Person’sLeadership Ability Determines a Person’s Level of EffectivenessLevel of Effectiveness Leadership ability is the lid that determines aLeadership ability is the lid that determines a person’s level of effectiveness.person’s level of effectiveness. Your leadership ability always determines yourYour leadership ability always determines your effectiveness and the potential impact of youreffectiveness and the potential impact of your organization.organization. न मे पाथारिसत कतारवम ितशु लोके षु िकचन नानवापामवापावम वतर एव च कमरिण
    4. 4. EFFECTIVENESS 1 2 3 4 5 6 7 8 9 10 SUCCESS DEDICATION
    5. 5. EFFECTIVENESS INCREASES 1 2 3 4 5 6 7 8 9 10 SUCCESS DEDICATION 12345678910
    6. 6. The Law of InfluenceThe Law of Influence The True Measure of Leadership isThe True Measure of Leadership is Influence – Nothing More, Nothing LessInfluence – Nothing More, Nothing Less True leadership cannot be awarded, appointed,True leadership cannot be awarded, appointed, or assigned.or assigned. It comes only from influence, and that cannot beIt comes only from influence, and that cannot be mandated. It must be earned.mandated. It must be earned.
    7. 7. Several Factors That Make aSeveral Factors That Make a LeaderLeader Character –Character – Who They AreWho They Are Relationships –Relationships – Who They KnowWho They Know Knowledge –Knowledge – What They KnowWhat They Know IntuitionIntuition – What They Feel– What They Feel ExperienceExperience – Where They’ve Been– Where They’ve Been AbilityAbility – What They Can Do– What They Can Do
    8. 8. The Law of ProcessThe Law of Process ““Leadership Develops Daily, Not in a Day”Leadership Develops Daily, Not in a Day” The Phases of Leadership Growth:The Phases of Leadership Growth: Phase 1: I Don’t Know What I Don’t KnowPhase 1: I Don’t Know What I Don’t Know Phase 2: I Know That I Need to KnowPhase 2: I Know That I Need to Know Phase 3: I Know What I Don’t KnowPhase 3: I Know What I Don’t Know Phase 4: I Know and Grow and It Starts to ShowPhase 4: I Know and Grow and It Starts to Show Phase 5: I Simply Go Because of What I KnowPhase 5: I Simply Go Because of What I Know
    9. 9. The Law of AdditionThe Law of Addition ““Leaders Add Value by Serving Others”Leaders Add Value by Serving Others” Adding Profits by Adding ValueAdding Profits by Adding Value Adding Value, Changing LivesAdding Value, Changing Lives
    10. 10. The Law of MagnetismThe Law of Magnetism ““Who You Are Is Who You Attract”Who You Are Is Who You Attract” You draw people to you who possess theYou draw people to you who possess the same qualities you do.same qualities you do. If you want to attract better people,If you want to attract better people, become the kind of person you desire tobecome the kind of person you desire to attract.attract.
    11. 11. Top Six Ways That Leaders GainTop Six Ways That Leaders Gain Others’ Respect:Others’ Respect: Natural Leadership AbilityNatural Leadership Ability Respect For OthersRespect For Others CourageCourage SuccessSuccess LoyaltyLoyalty Value Added to OthersValue Added to Others
    12. 12. The Law of ConnectionThe Law of Connection ““Leaders Touch a Heart Before They AskLeaders Touch a Heart Before They Ask for a Hand”for a Hand”
    13. 13. The Law of RespectThe Law of Respect ““People Naturally Follow Leaders StrongerPeople Naturally Follow Leaders Stronger Than Themselves”Than Themselves”
    14. 14. The Law of EmpowermentThe Law of Empowerment ““Only Secure Leaders Give Power to Others”Only Secure Leaders Give Power to Others” Theodore Roosevelt once said:Theodore Roosevelt once said: ““The best executive is the one who has sense enough toThe best executive is the one who has sense enough to pick good men to do what he wants done, and the self-pick good men to do what he wants done, and the self- restraint enough to keep from meddling with them whilerestraint enough to keep from meddling with them while they do it.”they do it.”
    15. 15. The Law of VictoryThe Law of Victory Leaders Find a Way for the Team to Win
    16. 16. The Law of PrioritiesThe Law of Priorities ““Leaders Understand That Activity Is NotLeaders Understand That Activity Is Not Necessarily Accomplishment”Necessarily Accomplishment”
    17. 17. The Law of SacrificeThe Law of Sacrifice A Leader Must Give Up to Go UpA Leader Must Give Up to Go Up
    18. 18. The Law of LegacyThe Law of Legacy ““A Leader’s Lasting Value Is Measured byA Leader’s Lasting Value Is Measured by Succession”Succession” Know the Legacy You Want to LeaveKnow the Legacy You Want to Leave Live the Legacy You Want to LeaveLive the Legacy You Want to Leave Choose Who Will Carry on Your LegacyChoose Who Will Carry on Your Legacy Make Sure You Pass the BatonMake Sure You Pass the Baton
    19. 19. Free Powerpoint Templates Networking
    20. 20. People do business with people theyPeople do business with people they know, like and trust. It’s how theknow, like and trust. It’s how the world goes around.world goes around. If no one knows who you are, theyIf no one knows who you are, they can’t help you.can’t help you. Learn from people in your networkLearn from people in your network who have experience and expertise.who have experience and expertise. Why Build an Awesome ProfessionalWhy Build an Awesome Professional Network…Network…
    21. 21. Your Network = Your SuccessYour Network = Your Success Networking is a life practice that affects:Networking is a life practice that affects: • Getting a job • Pay and promotion • Influence and effectiveness • Venture capital and financing (75%) • Organizational learning and doing (80%) • Word-of-mouth marketing • Strategic alliances • Financial stability • Democracy • Happiness • Health (2x-5x mortality)
    22. 22. Networking and YourNetworking and Your BusinessBusiness As a Recruiter:As a Recruiter: Getting referrals, not just introductions Attracting more clients Strategic alliances Media exposure and publicity Personal career development
    23. 23. Make a PlanMake a Plan The Missing Piece in most networking: Aligning Your Activities With Your Business Objectives
    24. 24. The Seven Keys to a PowerfulThe Seven Keys to a Powerful NetworkNetwork CharacterCharacter CompetenceCompetence NumberNumber StrengthStrength InformationInformation RelevanceRelevance DiversityDiversity
    25. 25. How Big Should My NetworkHow Big Should My Network Be?Be? It takes TIMEIt takes TIME to build relationships.to build relationships. The more people you know,The more people you know, the less well you know them.the less well you know them.
    26. 26. Why Strength MattersWhy Strength Matters For any given request, people consider:For any given request, people consider: Strength of the relationshipStrength of the relationship Effort / risk to themEffort / risk to them In order to act on your behalf,In order to act on your behalf, your relationship must be above theyour relationship must be above the ACTION THRESHOLDACTION THRESHOLD In order to take action proactively, not justIn order to take action proactively, not just reactively, the threshold is higher.reactively, the threshold is higher.
    27. 27. Create Value Everywhere YouCreate Value Everywhere You GoGo Enlightened Self-InterestEnlightened Self-Interest People want to hire and work with people who arePeople want to hire and work with people who are willing and able to be of service to others.willing and able to be of service to others. Generosity leads to reciprocity.Generosity leads to reciprocity. If you’re not creating value, you’re wasting your timeIf you’re not creating value, you’re wasting your time and theirs.and theirs.
    28. 28. Creating Value - IdeasCreating Value - Ideas ASK! (on a regular basis)ASK! (on a regular basis) Proactively make introductionsProactively make introductions Share informationShare information Become a media outletBecome a media outlet Choose service over socializingChoose service over socializing
    29. 29. Online Networking ProsOnline Networking Pros Blogs, social networking sites andBlogs, social networking sites and automated biography tools have made:automated biography tools have made: - Data more current and complete- Data more current and complete - Passive candidates more visible- Passive candidates more visible - All candidates more readily accessible- All candidates more readily accessible
    30. 30. Online Networking ConsOnline Networking Cons Extensive reach and ease ofExtensive reach and ease of “non-communication”have made:“non-communication”have made: - Process less personal- Process less personal - More competition- More competition - Differentiation more difficult- Differentiation more difficult
    31. 31. Now...Now... On to the tips already...On to the tips already...
    32. 32. 1. Be helpful1. Be helpful Share your expertise and ideasShare your expertise and ideas Share informationShare information Promote your networkPromote your network Be a connectorBe a connector As per the law of reciprocity, people willAs per the law of reciprocity, people will be more motivated to return the favorbe more motivated to return the favor When people in your network getWhen people in your network get stronger, you get strongerstronger, you get stronger
    33. 33. 2. Build a Reputation2. Build a Reputation As someone who is valuableAs someone who is valuable As someone who is helpfulAs someone who is helpful Be someone that people want toBe someone that people want to meetmeet Let people know what you’reLet people know what you’re doing...through blogging, emails, anddoing...through blogging, emails, and conversationsconversations
    34. 34. 3. Be visible3. Be visible ““if a tree falls in the forest…”if a tree falls in the forest…” If no one knows what you’re doing,If no one knows what you’re doing, it’s like it never happenedit’s like it never happened BlogBlog Stay in touchStay in touch Maintain regular and consistentMaintain regular and consistent communicationcommunication
    35. 35. 4. Meet lots of people!4. Meet lots of people! ““The best way to make lucky things, is to make a lot ofThe best way to make lucky things, is to make a lot of things happen”things happen” Go outside: Manufacture SerendipityGo outside: Manufacture Serendipity
    36. 36. 5. Be intentional5. Be intentional Think about where the people you want toThink about where the people you want to meet hang out both online and offlinemeet hang out both online and offline Go thereGo there Offer valueOffer value Interact and build rapportInteract and build rapport Who else spends time with the peopleWho else spends time with the people you want to meet?you want to meet? Connect with themConnect with them
    37. 37. 6. Think Long- Term6. Think Long- Term Connections open doors, relationshipsConnections open doors, relationships close dealsclose deals Build relationships, not just business cardBuild relationships, not just business card collectionscollections Relationships take time to buildRelationships take time to build Be patientBe patient Stay in touch over timeStay in touch over time Focus on people, not just job titlesFocus on people, not just job titles Dig your well before you’re thirstyDig your well before you’re thirsty
    38. 38. 7. Get Rejected!7. Get Rejected! ““If you aren’t getting rejected on a dailyIf you aren’t getting rejected on a daily basis, your goals aren’t ambitiousbasis, your goals aren’t ambitious enough”enough” - Chris Dixon- Chris Dixon Push yourselfPush yourself Inevitably you will get rejectedInevitably you will get rejected Learn from itLearn from it Grow stronger for the next timeGrow stronger for the next time
    39. 39. 8. Listen8. Listen Ask open-ended questionsAsk open-ended questions Be genuinely interestedBe genuinely interested Show interestShow interest Learn about people’sLearn about people’s
    40. 40. 9. Ask9. Ask You never know until you ask, and moreYou never know until you ask, and more often than you think, you will get theoften than you think, you will get the answer you wantanswer you want For introductionsFor introductions People you want to meet to meet withPeople you want to meet to meet with youyou For adviceFor advice
    41. 41. 10. Follow up10. Follow up On what others promised to do for youOn what others promised to do for you On e-mails that get ignoredOn e-mails that get ignored Do what you promised to doDo what you promised to do Build a reputation as someone who deliversBuild a reputation as someone who delivers
    42. 42. Free Powerpoint Templates Business Behaviour
    43. 43. Who is a Customer?Who is a Customer? A person, company, or other entity whichA person, company, or other entity which buys goods or services produced by anotherbuys goods or services produced by another person, company, or other entity.person, company, or other entity. In CS Profession we use the term ClientIn CS Profession we use the term Client for Customerfor Customer
    44. 44. Customer?Customer? Is a person who comes to us with theirIs a person who comes to us with their needs and wants.needs and wants. A customer is not just money in the cashA customer is not just money in the cash register. They are human beings with feelingsregister. They are human beings with feelings and deserve to be treated with respect.and deserve to be treated with respect. Deserves the most courteous attention weDeserves the most courteous attention we can give them. They are the lifeblood of everycan give them. They are the lifeblood of every
    45. 45. Although your customers won’t love you ifAlthough your customers won’t love you if you give bad service,you give bad service, your competitorsyour competitors willwill..
    46. 46. What is Customer Service?What is Customer Service? It is the ability to provide a service orIt is the ability to provide a service or product in the way it has beenproduct in the way it has been promised.promised. Any or all interactions which the customerAny or all interactions which the customer has with your organization whilehas with your organization while conducting businessconducting business It is also about treating customers withIt is also about treating customers with respect, individuality, and personalrespect, individuality, and personal attentionattention
    47. 47. Rules for good Customer ServiceRules for good Customer Service Listen to your customerListen to your customer Appreciate the power of “YES”Appreciate the power of “YES” Don’t make promises unless you will keepDon’t make promises unless you will keep themthem Deal with complaints, take responsiblityDeal with complaints, take responsiblity Be helpful – even if there’s no immediateBe helpful – even if there’s no immediate profit in itprofit in it Always be courteous and knowledgeableAlways be courteous and knowledgeable Take care of your internal customersTake care of your internal customers
    48. 48. Good Customer ServiceGood Customer Service Good service is when the customer gets aGood service is when the customer gets a treatment that meets his/her expectations.treatment that meets his/her expectations. Customer Expectation What customer receives
    49. 49. Bad Customer ServiceBad Customer Service Bad Service is when customer gets treatment.Bad Service is when customer gets treatment. which is less than his/her expectations.which is less than his/her expectations. Customer Expectation What Customer receives
    50. 50. Excellent Customer ServiceExcellent Customer Service When the customer gets a little more thanWhen the customer gets a little more than what.what. he/she expected, Good Service becomeshe/she expected, Good Service becomes Excellent Service.Excellent Service. From Customer Satisfaction to CustomerFrom Customer Satisfaction to Customer Delight!Delight! + Customer Expectation What Customer receives
    51. 51. Examples of Poor customer ServiceExamples of Poor customer Service Reaching to checkout in the supermarketReaching to checkout in the supermarket and the cashier refusing to serve you asand the cashier refusing to serve you as he is "just closing the aisle".he is "just closing the aisle". Calling a call centre and getting lost in anCalling a call centre and getting lost in an endless loop of voicemail recordings.endless loop of voicemail recordings.
    52. 52. A customer driven organizationA customer driven organization Hire RightHire Right Constantly trainConstantly train Continually praise good behaviorContinually praise good behavior Public RecognitionPublic Recognition Treat your employees the way you wantTreat your employees the way you want them to treat your customersthem to treat your customers Open to feedback from customerOpen to feedback from customer
    53. 53. Why do Customers leaveWhy do Customers leave 1% die.1% die. 3% move away.3% move away. 5% develop other relationships.5% develop other relationships. 9% leave for competitive reasons.9% leave for competitive reasons. 14% are dissatisfied with product or14% are dissatisfied with product or service.service. 68% leave because of rude or68% leave because of rude or discourteous service.discourteous service.
    54. 54. Some known factsSome known facts Only 4% of unhappy customers complain,Only 4% of unhappy customers complain, the 96% of other unhappy customers justthe 96% of other unhappy customers just go elsewhere.go elsewhere. Of the customers who leave, 68% do soOf the customers who leave, 68% do so because of an attitude indifference by thebecause of an attitude indifference by the company or individual.company or individual. Dissatisfied customers will tell 9-12 others.Dissatisfied customers will tell 9-12 others. Happy Customers tell 4 to 5 others ofHappy Customers tell 4 to 5 others of their positive experience.their positive experience.
    55. 55. ..continued..continued Minimal customers leave due to productMinimal customers leave due to product dissatisfaction or price - most leave due todissatisfaction or price - most leave due to rudeness or poor service.rudeness or poor service. 9/10 complainers will continue dealing with9/10 complainers will continue dealing with you if you can resolve the situation rightyou if you can resolve the situation right away.away. You could not afford enough advertising toYou could not afford enough advertising to overcome this negative word of mouth!overcome this negative word of mouth!
    56. 56. More FactsMore Facts  It costs between five and six times more toIt costs between five and six times more to attract new customers than to keep existing oneattract new customers than to keep existing one  According to research done by Bain andAccording to research done by Bain and Company, Companies can boost profitsCompany, Companies can boost profits anywhere from 25 to 125 percent by retaininganywhere from 25 to 125 percent by retaining merely 5% more existing customersmerely 5% more existing customers  A 2% increase in Customer retention has theA 2% increase in Customer retention has the same effect on profits as cutting cost by 10%same effect on profits as cutting cost by 10%
    57. 57. Why do Customers comeWhy do Customers come back?back? ..they will come back, if you give them..they will come back, if you give them What was promisedWhat was promised Knowledgeable helpKnowledgeable help Prompt, willing attentionPrompt, willing attention Good treatmentGood treatment
    58. 58. Organizations that take customerOrganizations that take customer service seriously, and approach it withservice seriously, and approach it with passion and zeal, are thepassion and zeal, are the organizations that will prosper andorganizations that will prosper and continue to stand out among theircontinue to stand out among their competitors.competitors.
    59. 59. WISH U A SUCCESSFUL PROFESSIONAL LIFE GOVIND KUMAR MISHRA govind@goacademy.in, www.goacademy.in +919911677371

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