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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TRANSFORMATIONAL COACHING CAN LEVERAGE THE STRENTHS OF YOUR TEAM

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“What we have here is a failure to communicate.” That line from the movie Cool Hand Luke highlights a fundamental problem. There are many times in our business and personal lives where we don’t achieve a desired result from directing, explaining, or urging action. I would like to concentrate here on the “urging action.”

Dwight Eisenhower said, “Leadership is getting people to do what YOU want them to do because THEY want to do it.”

Let’s now use that quote and relate it to coaching. Coaching is not telling people what they need to do. On the contrary. It is helping them find the direction within themselves to solve a problem. Coaching is a process between a coach and a person being coached that helps the person being coached produce big results in their lives, careers, or business by deepening learning and improve performance and quality of life.

The transformational part helps people see into their own processes, feelings, and thinking. Transformation honors things that are but reaches deep down to find what is emerging and what could be.

Real change is transformational. To effect real change with your employees and your leaders you must be able to help them reach down within themselves and create the transformation. Here is an example.

Focus on them, not what you want changed.

Example of what not to do (this is not coaching) – You: You know the company policy about getting all of the information on a new client engagement form. Time and time again your department is leaving gaps. We need to have you address this immediately with your staff. It is your responsibility to hold them accountable. You should be following the training procedures outlined in the manual. I really need to have you start doing this right away. Response: I have done it before but I will go over it again. (The manager’s conversation with her staff will probably mirror than with she heard from her supervisor. What is the likelihood of a transformational change?)

Now using transformational coaching – You: May I discuss the new client engagement form with you? I noticed that there are a number of questions that seem to be left blank. Can you give me some insight into that? Response: Yes, I know this is a concern but it seems that staff thinks the information has already been obtained on another form and that ,in their rush, they forget to fill it in. You: I see, so their rush and the duplication results in some forgetfulness. What would your job be like if all the forms came through all the time with all of the information? Response: Our productivity would soar and I would have less complaints. You: Would you be open to ideas on how we can make that happen? Response: Yes, I would like that very much.

businesscoach

The difference is the two exchanges is that the second one focused on the other person so that they could reach down and understand their process and how it could improve.

 

We can help you and your staff create change through transformational coaching

Contact Us for a Free Consultation

or call 914-953-4458.

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Guest Tuesday, 21 November 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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