In my many years of managing staff and client relationships, I have learned a few things along the way. In my experience there are two (2) concepts that are paramount to success.
The first is managing expectations. This concept is the foundation which both your staff and client relationships are based upon. This occurs the moment you open your mouth to speak about a job description or a service you provide. To create this foundation for success, one must plan in advance and think through to the future. Nine times out of ten this occurs in an unconscious manner. To run a successful business means you must have good staff relations and good client relations. Preparation is the key to this success. If you make promises or set expectations that you cannot keep, you are doomed for failure. This applies to both staff and clients. Think through the management of a staff member and be realistic in the job description and in your expectations. Have these both conveyed in verbal and written communication. In addition, you must create a process whereby you have measures for your success. Waiting a full year to give feedback in a review of an employee is ineffective. This is also catastrophic in client relationships. Create a forum where you can collect feedback from your clients, collect feedback from your staff and provide direction to your staff – this will allow you to “manage” the relationship and have opportunities to make course corrections all along the way.
The second concept is the art of listening. In this day and age of multitasking, this is a very hard task to master. When you are meeting with an employee or a client, giving them 100% of your undivided attention is a true blessing that will make you a great leader. The practice of listening is a true art form. Notice the word “practice” in relation to the art of listening. Just like meditation, this is a practice. If you are in conversation with a staff member or client and you find your mind is wandering, gently bring yourself back into the "now "– into the present moment and focus on hearing and listening to what is being said. This technique can permeate your entire life and also enhance you personal relationships.
“Listening is an art that when done well delivers tremendous benefits. The goal of listening well is to achieve win-win communication. Win-win communication not only fosters understanding, affirmation, validation and appreciation, but it also creates an atmosphere of trust, honor and respect. When someone truly listens to you, don't you feel special?” – Terry Wildemann
So whenever you are in the presence of another………..just listen. You will be amazed at the transformations that can occur.
If you can master these two techniques, I guarantee you will see immediate results.
Jennifer Donovan
Principal
Equestrian Services, LLC
Equestrian Management, LLC
