Being focused on the client, whoever that is — both internal and external to the organization — is a critical component of any successful business and a soft skill that we need to understand and incorporate into any business.
Co-hosts Dr. Tobin Porterfield and Bob Graham explore client focus from two different perspectives — one looking at external customers and the other looking at internal customers.
Among the topics they address:
- What threats come to from poor customer service
- How customer service leads to strengthening relationships
- How language plays into good customer service
- Sour experiences foretelling of bad reputations
- Failing to think through what matters to the customers, even if it conflicts with what employees want
- Collaboration versus siloing as customer service problems
- Setting shared objectives to deal with a strong client focus
- Why companies should be looking more closely at external and internal clients
- Exploring what clients truly need from the organization and how to deliver it
- Why focus is a key
We will be exploring the soft skill of being mature, which isn’t about being experienced. They’ll figure it out — or at least attempt to next week on the Serious Soft Skills podcast.
Cohosts Dr. Tobin Porterfield and Bob Graham will tackle the soft skill of complying with standards. Sounds boring, right? Well, they’re going to make it interesting. We promise.
Among the topics they will discuss this week are:
- Why complying with standards is a soft skill
- The difference between internal and external standards
- Written and unwritten standards
- How the subprime mortgage industry breaking key rules caused a financial collapse
- When standards need to be challenged or questioned
- How time can require the need to evaluate old standards
- When to question standards
- The expectations that organizations have about complying with standards
- How organizational culture can help with complying with standards
We will be talking about an important soft skill that forms a foundation for lots of organizational success: client focus.
Here’s a snippet from Episode 37 on Paying Attention to Detail.
Our latest Serious Soft Skills Podcast looks at how paying attention to details can help an individual, the team and the organization. But unfortunately, most of us struggle with this important soft skill. Learn why it matters and how to do it better in this episode of Serious Soft Skills.
Cohosts Dr. Tobin Porterfield and Bob Graham explore the many important benefits of paying attention to details.
Among the topics they cover:
- Who benefits from our attention to detail
- What happens when we don’t pay attention to details
- How to pay attention to details more effectively
- Eight hints for better paying attention to details
The Serious Soft Skills Podcast will explain how complying with standards makes the soft skills list.
Co-hosts Dr. Tobin Porterfield and Bob Graham talk about setting goals and prioritizing, which together make an important soft skills for managers, leaders and any employee.
Setting goals, as in organizing and prioritizing your work, is critical for team success. To make sure everyone is working toward the same overall goal, we need to assign tasks. Those tasks have to be completed on time or else others will be waiting.
Among the topics they address:
- Examples of where setting goals and prioritizing are critical to achieving results.
- How most of us have deadlines each day, week or month.
- Why these goals have to be in sync
- Tips for setting goals
- Being SMART
We can set our own priorities in a day, evaluating what needs to be done, what others might need from us, what we need from others. The best employees are updating their priorities as situations change throughout the day. They don’t write a list in pen, but rather in pencil, with an eraser.
Good leaders and managers set realistic priorities and goals for their staff, ideally with their consent and buy-in. Rather than telling people what to do, they work with people to align personal and organizational goals to be the same. This shared vision can be powerful, especially when things go wrong. And they will.
No matter how much we prioritize, things go wrong. How we deal with it — by readjusting — can make or break us and our organizations.