The more effectively you can develop your leaders, the more effective your organization will be in accomplishing its mission. It is about developing volunteers to be leaders within your organization. This series of articles will focus on ideas to develop your volunteer leaders.

Introduction

How is your “customer service” score?

We hear quite a bit about private business, nonprofits and government agencies talk about customer service.

Customer Service is customer satisfaction which is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or change its products and services.

One of an organization’s primary focus must be to satisfy its customers. This applies to industrial firms, retail and wholesale businesses, government bodies, service companies, nonprofit organizations, and every subgroup within an organization.

As a special district your business is providing a service to members of your community. As a leader in your volunteer organization, you are in the business of customer service.

As a leader in volunteer organization, you external customers. But you also have internal customers: your volunteers. These internal customers are the individuals delivering the services in your community.

Leadership occurs at all levels of an organization.

·       On the front line is face-to-face leadership,

·       As you move up the level of organization there is leading through others,

·       At senior level of leadership, you must demonstrate the ability to look long range and demonstrate visionary leadership.

These levels occur whether you are in government, private sector, or non-profit organization, regardless of size.

Think, for a moment, about local government, state government and federal government. The functions remain the same. Deliver the service, enrich your membership, serve the community.

Two essential questions that must be asked when establishing your level of customer satisfaction:

1.     Who are the customers?

2.     What does it take to satisfy them?

Regardless of the size of the organization, Leaders at any level must provide five essential functions. These essential functions should be practiced every day. The five essential functions are:

·       Provide clear directions.

·       Provide feedback through two-way communication.

·       Ensure accountability through effective discipline.

·       Develop your members through education and training.

·       Uplift the human spirit.

Essential function No. - 1 Direction

Providing Direction answers the question: where are we going?

What is the direction of your organization and the plan to get there?

You walk into a dark room, what do you instinctively do? You turn on a light. You want to know where are going.

A reason volunteers join is to provide a meaningful service and make a positive difference in the community.

In communicating that direction

·       Provide clear direction on where your organization is going

·       If adjustments are needed, inform your personnel as soon as possible and the reason for the needed adjustment.

·       Inform your members of the progress they are making.

Essential function No. 2 - Feedback

Giving feedback answer the question: How am I doing? Am I making a difference?

Feedback is two-way communication and delivered best with face-to-face communication.

Feedback helps to remove doubt and uncertainty. It is a steppingstone in building rapport and trust with your volunteers.

Feedback can be constructive (reinforcing positive behaviors and practices) and corrective (correcting inappropriate behaviors and practices)

·       Give feedback as soon as possible.

·       Give feedback in bite size amounts that are easily understood.

·       Praise in public, critique in private.

Essential function No. 3 - Accountability through discipline

How you ever thought about the painted stripes in a parking lot. They set boundaries. Most people observe the stripes (yes, there are a few who do not, but most do). The stripes allow for movement and parking of vehicles within a specific area.

Discipline answers the question: what are the rules of the game?

Discipline is about personal accountability. Accountability for behavior and performance.

Discipline…why is it necessary? It establishes boundaries and parameters. It specifies what is acceptable and unacceptable behavior. It establishes expectations for yourself and others.

Discipline provides a foundation for the effective functioning of an organization

It can be negative, and it can be positive. It is how it is administered.

Your organization cannot be everything to everyone. You cannot satisfy everyone. When administering discipline remember to:

·       Do it in a consistent manner.

·       Do it in an impartial manner which is fair to all.

·       Correct problems as soon as possible.

Essential function No. 4 – Development through education and training

Development answers the question: Are you investing in me?

Education and training for your volunteers can take place in many ways.

It is important to remember:

·       Development is an ongoing process.

·       Have a developmental plan for each of your personnel.

·       Place a high priority on training and education for your personnel.

Essential function No. 5 - Uplift the Human Spirit

Uplifting the human spirit answers the question: Do you care about me?

Many volunteers will leave and organization because they feel the leadership does not really care about them.

Make the person know they are important to the organization and its mission.

General and 65th Secretary of State Colin Powell talked about “Perpetual optimism is a force multiplier”. Uplifting the human spirit contributes to that optimism. It focuses on hope, and it builds confidence in the person.

Each day:

·       Look for opportunities to praise what your volunteers are doing right.

·       Praise both the major and minor things your volunteers are doing,

·       Do not take your personnel for granted. Thank them for their contribution and service.

Summary

John C. Maxwell provides a wonderful insight in his quote “A leader is one who knows the way, goes the way, and shows the way.”  Maxwell makes it clear that a leader must

·       possess a clear vision of the desired destination or goal (knows the way),

·       be willing to act and lead by example (goes the way),

·       guide and support others in achieving success (shows the way).

Know where you are going. Clearly articulate your direction, destination, and plan to be there.

Communicate face to face with your members. It is a two-way process. It is not a sometime thing…it is an ongoing process.

Discipline provides accountability and structure. It employs both positive and negative processes. When properly applied they benefit the organization.

Invest in your people. Develop them and their potential. Education, training, and development pays dividends for the individual and your organization.

Do not pass up the everyday opportunities to uplift the human spirit.

Take care of your volunteers, internal customers, external customers to provide the best service to your community.