Return2Freedom

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"Let Go & Allow Others To Lead" - - Michelle Edwards
http://return2freedom.com/

"Let Go & Allow Others To Lead" - Online Management Training - Michelle Edwards Live Online Interactive Leadership Community and Training. Michelle Edwards

http://return2freedom.com/ "Have You Ever Broken A Policy?" - Interview Questions - Online Interactive Leadership Community and Training.

"Have You Ever Broken A Policy?" - Interview Questions - Michelle Edwards http://return2freedom.com/ Live Online Interactive Leadership Community and Training. Michelle Edwards

Customer Service - "Just Say Yes?"

"Consider The Lifetime Value Of A Customer."
During my time at Starbucks, the most important policy was called — the ‘Just say “YES”’ policy.’
There were many tasks that needed to be accomplished to keep the store running smoothly. However, it was this policy that kept employees focused on what mattered most: the customer.
This policy made it easy for employees to simply say, ‘yes’ and fulfill customer requests while they were busy managing the business. In turn, this built brand loyalty and added to the bottom line.
While it may sound crazy, most of the time, customers didn’t have extravagant requests like a free espresso machine. They usually wanted a little extra syrup in their coffee or a warmed bagel.

Excerpt from: "Go Home - Replace Yourself"
Author: Michelle Edwards
www.return2freedom.com

Customer Service - "Just Say Yes?" Live Online Interactive Leadership Community and Training. Michelle Edwards

"WORLD CLASS CULTURE WITH CORE VALUES"

All major companies have a mission statement or set of guiding principles. Let’s call them ‘core values.’ These core values are used to communicate the purpose and vision of the company.
They act as a set of guidelines for employees to use when they make decisions on behalf of the company.

Before you train and coach someone to take your place, think of what values you would like your team to embrace within your company.

They are different from policies and procedures. Policies and procedures ensure safety, product quality, lawful operations, etc. Core values however, help your team make good decisions even if it means breaking a policy.

Let me give you an example, when I worked in NYC one of our policies was not to allow guests/customers in the storage room area or ‘backstage’ as it was called.

This policy provided safety and security for guests and the staff and to be honest, it wasn’t very ‘magical’ back there. The storage area had particle board shelves, stored products and hard floors with industrial lighting.

Our goal was to create magical moments for guests.* The storage room was not the kind of place for a magical moment. Still, when a mom came up to me and asked if her son could use the restroom, I had a choice to make.

I could stick to the policy and tell her, “I’m sorry we don’t have a public restroom,” and send her out on the street to look for one or I could align with our guiding principles and make a better decision by allowing the parent to take their child to the restroom.

To help give you some perspective, this was one of the statements in the company mission:

“We are dedicated to exceeding our guest’s expectations by providing an authentic Disney retail experience through excellence in service, product, and show.”
~ excerpt from The Disney Store Inc. Mission Statement 1998

At that moment, the guest’s expectation was clear. She needed a restroom for her child. The policy said otherwise, but I knew it was more important to break the policy this time, follow the mission, and allow them in the back room area.

I explained to the parent how the storage room wasn’t as ‘magical’ as the front, but I would be happy to es**rt them to the restroom and back.

I followed up with some color pages for the child and exclaimed, “I was happy they could visit the secret room just this once.”

Of course, the parent and the child were happy and I did my best to stay true to the guidelines of our mission statement.

Looking back on this experience, I realize how important it was for the company to provide me with a mission in order to make wise decisions.

Excerpt from: "Go Home - Replace Yourself"
Author: Michelle Edwards
www.return2freedom.com

Go Home - Replace Yourself!: How to Coach a Leader to Run Your Business so you can Live Your Dream. If you are the day-to-day ‘go to’ person or the only one who can make decisions for your business, it’s time to set yourself free and go home. In working with successful companies, I’ve learned you can’t run a business on your own. You need people who are good a...

"Focus On My Weaknesses?" - Michelle Edwards

Focus On My Weaknesses? Online Management Training - Michelle Edwards Live Online Interactive Leadership Community and Training. Michelle Edwards

"Through my life there have been many people responsible for my personal growth and development of leadership skills. These mentors have inspired me to give back, to share my knowledge with others and build a community of entrepreneurs dedicated to training leaders how to take their place. I'm excited to introduce this awesome online community with you. To learn more about the community check out: http://return2freedom.com -Michelle Edwards

Management Training - Return2Freedom Online Management Training for the small business owner.

Michelle Talks about the importance of "Core Values." For more information check out www.return2freedom.com

Core Values Help your Leader be a HERO ~ Michelle Edwards Management Training Management Training and Leadership Development are easier to accomplish with Core Values to guide them. Return2Freedom Online Interactive Leadership Training