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Shalandra's 25 Points for Successful Management in Operations
Attitude - Your attitude will determine your altitude. Always believed in this motto 25 years ago and believe it’s a key catalyst for success in your professional or personal space.
Old Adage - But Customer is, and always will be King. Customer relationships, Customer Success and being an extension of the Customer brand has always been a win.
How you Approach your day - There are going to be good days, bad days, days of celebrations and days of success – Keep a positive attitude and bounce back. Use the bad days as a learning experience.
Passion - Every role requires passion, do it with passion or don’t do it at all. It’s easy to spot a passionate person. Passionate people are winners.
PR - Celebrate your success stories, your achievements, and the difference you make to your company.
Find your big wins and give yourself a pat on the back. Your team and colleagues will celebrate and recognize your achievements – but it starts with you.
Team - I am a huge believer in team energy and team culture. Understanding goals and objectives is key. Work together to build a culture of excellence and hold each other accountable to play their part. Culture will be instrumental in business success forever. One of my biggest success stories is showing that we genuinely care, appreciate and believe in developing the best talent. Gratitude is an uplifting positive experience that works like magic.
Work is your stage and your place to shine - We all have different personalities, but your office is your stage and it’s always showtime.
Learning every day is critical for your growth. Read books, learn from your colleagues, read the newspaper, have a mentor, and always remember Google can be your best friend.
Don’t be afraid to ask questions and get things wrong – You don’t have to be a master of all trades.
Fun at Work – Laugh, Sing, Play Games, Listen to Music, Have fun without losing focus on your purpose. We spend most of our time working – make it special, make it memorable, and cherish the moments. Fun at work ultimately leads to happy employees and happy clients.
Keep it Simple – While we strive for perfection and certain standards, a lot can be achieved with fewer complications, fewer meetings, and more simplicity. Think of everyone on the same journey, same mission with you, and keep it simple. When things get complicated, visual representation has always helped me (I love drawings as a part of learning).
Quality – A quality output outweighs quantity. Quality management is critical in all industries – also, everyone should be responsible for quality. I also have a firm belief that QA should be a big part of strategy in all companies.
Personal Life – Always great to have a work-life balance, but can one really switch off? For me, having these two worlds connected is what truly keeps me happy.
Hire for attitude and give people a chance – Sometimes go with your gut feel and give someone a chance. It also helps nurture the outcomes you want.
Technology will always make lots of things possible, but the people make it happen. Right People and Right Technology is a recipe for great success.
Going the extra mile should be a given in managing a client’s experience - Simple belief here: there is no traffic jam in going the extra mile. It becomes an inherent culture.
Behave like a superhero in whatever role you are responsible for – Be brave, courageous, strong, flexible, and save the day. Be confident and be creative.
Approach every day with a Can-Do approach – it makes finding solutions easier.
Firm, Strong and Unpopular decisions are part of the leadership process – Make them and believe in them for the greater good to success.
Sales opportunities should be a business culture.
Communication is key as a leader. I have loved effective storytelling and keeping an open communication platform. Allow all team members to reach out to you at any time.
Prep for your work week on a Sunday and start your Monday with a To-Do List – Tick off items as they are completed. This provides a sense of achievement.
Make it your responsibility to understand what happens in your business at the operational level and the company’s overall vision. This insight is priceless. Experience what your customers experience.
Managing people is not a copy-and-paste approach. Find out the different touchpoints that make a difference. Be self-aware, be respectful, apply the sandwich approach with your team when required (Compliment, Recommend, Compliment), and always have a positively contagious attitude.
