Wales, Customer Service, and Servant-Leadership

In a recent article from icWales, the national website of Wales, comes an article entitled Great Customer Service means profits. There Andrew Williams, director of the Wales Institute of Customer Service, speaks very plainly about the importance of treating our employees with respect. He asks a great question when he says: "...why do so many organisations treat their employees like commodities to be used and abused?" His answer: It all goes back to poor leadership!

The skills and abilities needed to be an effective leader, as describe by Mr. Williams, are the same ones used to create a servant-leader culture in an organization. It is a great article that reinforces the global importance of creating servant-leader organizations. Plus, for those of us on this side of the pond (Atlantic), it has some wonderful sayings such as: 'so don't fob them off to somebody else'. You just don't see Americans using the word 'fob' very often! :-)