Five tips on building teams that deliver an exceptional client experience
1. Know when to act … and to listen
The media and communications sector in which my team and I work is fast-moving and competitive, and our clients have high expectations of us to deliver with excellence. Against this backdrop, I’ve learned that effective leadership involves striking a balance between the need to make fast, bold decisions and spending time with your people to gather their thoughts and input. The ability to listen to others’ points of view, and empathise is critical.
I also encourage my teams to have the courage of their convictions to make decisions independently, when something needs to be resolved.
2. Lead by example
Setting a good example and demonstrating a strong work ethic is also important – people respond best to leaders who aren’t afraid to ‘get their hands dirty’ and put in the long hours when the pressure is on.
Ultimately, behind almost every successful leader is a passionate, motivated team. So you need to behave in a way that ensures your people trust you and feel proud to be a part of your team. Understand and accept that this isn’t always going to be easy, and will require patience.
3. Foster a culture of collaboration
Effective leadership is vital for every business and Dimension Data is no exception. We’re a geographically dispersed organisation, which requires virtual teams from many different disciplines to work together to achieve a common goal: delivering an exceptional experience to our clients.
For example, my team in sales needs to engage with others from technical and support and managed services, as well as our vendor partners. It’s a leader’s job to make sure everyone is driving towards a common objective, while still supporting individuals’ pursuit of their own personal dreams and ambitions.
4. Recognise the strengths inherent in different generations and cultures
Leading a multi-generational team that’s comprised of individuals with different backgrounds and cultures might not always be easy, but it presents you with great opportunities too.
Recognise that each generation and culture has different strengths, and look for ways to draw upon those. Accept that there will be times of conflict, but move quickly to resolve it and restore a positive team spirit.
5. Never stop looking for opportunities to learn
I believe that strong leaders don’t stop looking for opportunities to learn – both from their successes and setbacks – and constantly strive to use those experiences to develop their skills and their leadership ability.
My role model is Khun Sutas ─ Managing Director of Dimension Data in Thailand. He’s always encouraged to me to grow my capabilities as a leader, and expand my knowledge of our business and industry. I also admire the fact that he’s created an environment where people are able to strike a work-life balance.
My confidence under his mentorship has grown incredibly ─ Khun Sutas has always made me believe that I have no limits!