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4 Time Management
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THE TRUTH: Time is opportunity.
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The fact of the matter is, time is much more valuable than money. Because it constantly slips through our fingers, time is invaluable. Time is precious opportunity. What you and your employees do with it is what counts, not how much of it you can save. To seize opportunity, therefore, we must spend time more wisely - and that is a matter best decided by empowered employees. (Employee Time Management) |
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Instead of urging employees to save time, we must urge employees to spend time wisely. This model does not calculate success in terms of how much less time something will take. On the contrary, what counts is what is achieved in that time. |
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If the telephone operators in the above example were directed to use time to seize opportunity, rather than save money, things would be very different. They would spend the time to forge valuable personal and professional relationships with regular callers. They would take the time to discover the unique needs and preferences of customers, on both an individual and corporate basis. Because a company’s front-line people are up-close and personal with customers, they have a tremendous potential to impact the quality of customer relations. Members of this front-line are on the vanguard of the competitive battlefront. As teammates, they can serve a pivotal role when maintaining "the voice of the customer" is critical to the team’s success. |
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By listening to the voice of the customer, the bonds that exist with them can be extended and cemented. Before long, word of your company’s superior level of customer service will spread. Given this scenario, who could complain about increased cycle time? Who would have the time, with all the new business that comes in? |
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