How to go from zero to hero

As leaders, it’s necessary to recognize how your employees respond to crises, and how they react when a customer or member have an issue they can fix. Do they work to see if the customer’s problem can be solved? Or do they act on it to ensure the customer’s problem is well-managed and completely solved?

In a recent post on his leadership blog, Mark Sanborn discusses a time where he had a computer issue and needed to call a representative to help him out. After speaking with eight different representatives on the phone, everyone tried to help him but could not fix the broken computer. He ultimately hired a consultant to help fix his computer, which cost him more money and more time.

In Sanborn’s opinion, every employee at any company has the opportunity to be a “hero” or settle to be a “zero.”

“Zeros hide behind action. Heroes take responsibility.”

 

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