Do you love sports? Many coaches in football and basketball, in hockey and baseball view themselves as teachers…teaching the game they love to their team.
True leadership is about growing your people…teaching them…educating them…providing the wisdom of your experience so that they can improve, maybe even more quickly than you did in your professional life.
The common thread in these comments about teachers, coaches, and business leaders is their role as a teacher, an educator.
Every one of us, regardless of whether we’re in a leadership role in the organization or not, needs to view ourselves, in part, as a teacher. We are educators of our customers.
For a new customer, if we want them to have the best experience possible, we need to view ourselves as an educator, teaching them how to best work with the organization, navigate our processes, get the information they need, and learn how to have the best experience possible.
When resolving an issue, we need to let the customer know their role in making the resolution happen. We need them to be clear on what’s going to happen next, what to expect, what we’re going to do for them, and how they can avoid similar situations in the future.
And if we want to grow business with our customer, we need to educate them on other products and services, other ways that they can get value out of their experience with us. We need to constantly build their awareness and knowledge of how they can grow their satisfaction in being a customer of ours, how they can deepen their relationship with our organization. And we do so by helping them to understand the products and services and experiences that will bring the greatest value to them.
For the benefit of your customers, become a great educator.