Welcome to Perfomance Development Strategies.



We partner with our clients to help them determine where they want to go and what results they want to achieve.  Then we help you develop the action plan to make it happen.  We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge.
We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

 

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Customer Service and Customer Loyalty


The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

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What is
coaching? Is it right for you?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

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PD Strategies Blog

Performance and Development Strategies Blog is the informational place to get timely and purposeful articles on the issues that concern you most.

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YOUR EMPLOYEES MATTER TO THE SUCCESS OF YOUR BUSINESS

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The employees of your business are important to your success. It is important to have the right person in the right job. Just as important, you must give your employees the support that they need to do the best work.

Unfortunately, I am sometimes contacted by business owners that can’t understand why there are so many bad employees and they want me to fix them. Really? It doesn’t work that way.

Here is an example. I have changed some things so as not identify anyone. I was asked by a family business what I felt needed to be done to “make their people work.” They did not ask me what they could do differently.

For starters, family members disagreed on the operation of the business. Because of this, some key employees chose to align with one family member over the other. The managers in the business complained about lack of leadership and direction. One manager was very hard on her staff and had no tolerance with people of different capabilities. Ownership allowed this continue and ran around putting out fires. Ownership feared confronting abusive managers reasoning that it would be difficult to replace her because they felt that it was difficult to recruit and hire in their geographic area. Fact is, it was difficult to recruit because of the tolerance of an abusive environment. This culture created by the entire leadership team was suppressing applicants and potential customers alike. This example shows how employee disengagement will torpedo the success of the business.

Looking in the mirror and asking what we need to change is never easy. These owners were defensive and made excuses. Pride, however, will not result in a profitable outcome. Embracing change will begin the process of improvement. Here are the starting recommendations to correct this situation:

The owners must agree on a clear vision, values and objectives for their organization. In order to have managers that lead, ownership must first inspire. Be clear and be positive. Owners must convey their goals to everyone but they should start with their managers and leaders. They need to help their managers develop interpersonal skills so that they may apply the business objectives in the conduct of their job.

They should hold the managers accountable for objectives that they have the authority to implement. They should give managers a clear description of duties, authority, and responsibility and not countermand a manager’s directives to staff. Rather disagreements should be discussed with managers privately.

Have detailed job descriptions with regular and ongoing performance feedback. Hold the staff accountable and take proper action to correct errors. And above all have a no tolerance policy for abuse.

Develop easy to follow systems and procedures that will facilitate smooth operations.

Develop a customer loyalty program. Create a process to exceed customer expectations.

 

Team Working on A Project

 

 

When ownership is focused and they inspire leaders they will create an enthusiastic staff. The result is that focused owners will empower engaged and focused leaders empowering an engaged staff serving loyal customers.

Need help in helping your leaders create a workplace of choice?

Contact Us for a Free Consultation

or call 914-953-4458.

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Guest Tuesday, 27 June 2017

Testimonial


Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%

December 6, 2012, ~ Lisa Schmid and Marshall Marinace

 


 

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