Services Management

 ….execution is for experts”  Especially true for service businesses  NYT article “What’s luck got to do with it?”

 ……over a long period of time requires a healthy culture….but that is a broader topic  Good Service requires  Good design  Good support  Good information  Good people  Great supervisors

 Conduct hiring / selection interviews  Train and guide new employees  Ensure compliance with policy/standards  Solve difficult customer problems  Evaluate and counsel difficult employees  Be the on the scene voice of management in unusual events or “off schedule operations”d

 Serve as the intermediary between front line employees and senior management  People believe/trust those they know  People know their supervisors  If a supervisor doesn’t believe/support the message…..the rank and file will see it instantly  Frequently have to be on the firing line  Enforcing compliance  Holding the “company line”

 Know what works and doesn’t work  They can be invaluable in product/service design  Are powerful and can be resistant to change  They have leverage/influence*  They have knowledge  They can undermine desired change/new initiatives * front line employees and senior executives depend on supervisors

 Respect them and the difficulty of their jobs  Listen to them, seek their advice  Keep them informed/make them feel like they are on your team  Always brief before rank and file  Find forums where they can tell you their opinions  Let them deliver good news  Accomplishments, recognition bonuses, etc.

 Where should you get your supervisors?

 How can a supervisor help or hurt senior management?

 Where should you get your supervisors?  How can a supervisor help or hurt senior management?  What are two or three good traits for a supervisor? How about bad ones?

 Where should you get your supervisors?  How can a supervisor help or hurt senior management?  What are two or three good traits for a supervisor? How about bad ones?  What support does a supervisor need from his management?

 Where should you get your supervisors?  How can a supervisor help or hurt senior management?  What are two or three good traits for a supervisor? How about bad ones?  What support does a supervisor need from his management?  Should you ever over rule a supervisor?