Award-winning business author Dean Lindsay is a powerful keynote speaker with a humorous and engaging approach. He has been hailed as ‘America’s Progress Agent’ by The Strategic HR Forum, ‘Outstanding Thought Leader on Building Priceless Business Relationships’ by Sales and Marketing Executives International and a ‘Master of Progress’ by Jay Conrad Levinson, Father of Guerilla Marketing.
Dean’s high energy, refreshing insight and quick wit combine with real actionable steps that allow attendees to walk away from his presentations with progress in mind. He regularly speaks at Fortune 500 companies and is featured in magazine, newspapers, blogs and podcasts around the world.
All of Dean’s presentations and coaching programs are custom-designed to reach each client’s desired outcomes.
Change happens. We can’t avoid change.
New technologies are created
Markets bear and bull
Global economic shifts
We are always in some form of transition, always arriving at some new place and dealing with new rollouts, new ideas, new everything. Our organizations and our lives are always changing, but they are not always progressing. It is natural for employees and team members to resist what is viewed as change. However, each of us embraces what we view as progress. A serious challenge for companies large and small is to lead progress, and not just manage change.
Change is inevitable. Progress is a choice.
When the next shift happens or the next big thing comes our way, we internalize it and size it up as Progress or Change. All progress is change, but not all change is progress. We should be careful not to mistake mere change for progress.
To Change Is Human; to Progress, Divine.
In tough economic times, Customer service IS the difference between success and failure. But always remember, if we want our external customer service to be first-rate, our internal customer service must be first-rate first.
The need is undeniable, the concepts are easy to understand, proactive, caring, knowledgeable customer service is far too often not happening. It helps to widen our perspective as to what a customer is.
Anyone affected, positively or negatively, by the work we do (including our families and ourselves) can be thought of as our “customer.” Within this wider perspective, we see that real service is based on integrity, care, and sincerity, none of which can be measured with money. Nor can it be automated, no matter how soft-spoken and attractive the audio-animatronic voice may be.
Unfortunately, it seems that when an organization labels some of its professionals as customer-service reps or customer advocates, the rest of the organization assumes they are let off of the “customer care” hook. Not true.
We are ALL in the customer-service business. There is no other business. In fact, there is NO business without the customer.
Employees and team members (especially millennials) do not want managers to manage their change. They want leaders to lead their progress. Let’s call “initiating significant change” what it truly is (or should be): Progress Leadership.
In a time of continual transformation, committed leaders should focus on inspiring progress, not apologizing for the change. Committed leaders don’t just TELL people what to do. Committed leaders include others in the progress as well as the process. It is reasoned that shape, nourish, and sustain the thoughts that create the actions necessary to reach desired results. Moving our focus from change management to PROGRESS Leadership™ creates a shift in power from wielding power over employees to creating power among employees.
Committed leaders thus create a work culture in which empowered employees are committed to finding what is truly the next step forward.
Committed leaders work to positively influence thoughts and feelings as well as oversee actions. We live in a world of influence.
Intense focus on feelings in a time of transformation is often described as the “human side of change management.” This always gives me pause.
The “human side” of business—what other side is there? Some might say the company side.
So then, the company and the humans are on different sides? That’s the problem right there. Companies are formed by people (humans) partnering to get their wants and needs met by helping other people (humans) get their wants and needs met. Leaders who do not take the individual into account and do not plan for the human side of Progress often find themselves scratching their heads about where their plans went wrong.
- Dean Lindsay
WINNER of the Business Class News Editors' Choice Award for BOOK OF THE YEAR
Recommended as one of the '21 Best Goal Setting Books to Read' on PositivePsychology.com
"How to Achieve Big PHAT Goals (PHAT is an acronym for Pretty Hot and Tempting) is a step-by-step guide to creating goals we can get excited about, and then moving forward to achieve them." - Monster.com
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