为客户而笑，为客户而哭
<p style="TEXT-INDENT: 27pt; mso-char-indent-count: 3.0;"><font face="宋体"><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">每位老板或者上司都希望令出必行，行之有效，但有时候却事与愿违，常常受困于好的方案，却没有好的实施，就抱怨于员工没有有效执行。有耐心的老板或者上司就整天喋喋不休地教导（教训）员工；没有耐心的老板干脆把不顺眼的员工一炒了事，继续招聘，继续按自己的方式使用，然后还是在出现同样的错误时继续炒人，周而复始。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">我们换个角度思考一下，有效执行需要什么因素支持？执行者的素质和技能？施令者的态度和表达？施令者的权威和影响力？制度或者工作程序（要求）？薪酬激励？公司文化？是哪些因素影响了有效执行呢？</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">我们先以</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">文员发送传真</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">这件从细微的工作事项为例，来看看</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">执行</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">的过程。发送传真的工作要求：</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">1</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、向对方确认传真号码；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> 2</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、向对方确认收件人是否在公司；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">3</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、传真前检查传真件中各项内容是否正确、齐全、清晰</span><span style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"></span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">4</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、要求对方给传真信号的专业口吻</span><span style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">
</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">5</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、传真后向对方（最好是收件人）确认是否收到、是否清晰、是否齐全，何人何时将继续跟进此事；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">6</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、在已发传真的文件上注明</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">已发</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">发件人</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">发送日期</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">，最后存档；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">7</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、必要时将向有关上司报告工作进度或转交有关跟进人员。每个工作要求都很清晰，但在真正实施中往往只直接完成了</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">使用传真机</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">这一步。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">再来看看一家服装专卖店新的营业额指标执行情况：和往常一样，某个月的销售目标比上月又提高了</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">15</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">％，店长和店员只是麻木地抱怨了几句，每月如是，增长的只是老板的营业额，而自己的收入却没有按这个比例增长。有些店员更关心的是自己的业绩既要保证基本收入，又要避免超过店长的业绩，</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">怕管不怕官</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">。从服装设计、打样、成品、运输到店面，加上卖点宣传，各部门的总监经理们无不费尽心思，实施着各种各样的推广计划，完成老板的指标，但他们有否想到或者去关心最前线执行者的职业心态如何？那个小圈子里面会发生了什么事情？</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">以上两个例子都是反映基层员工一些真实情景案例。是不是拿了老板的工资就是为了只给老板做事呢？是不是给多少钱就做多少事呢？赚钱是老板一个人的事情吗？为何总是抱怨怀才不遇，没有施展空间？</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">所谓人浮于事或者人毁于事，执行力出现问题往往表现为</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">拖延</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">借口</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">缺乏热情</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">。质量是是否有效地执行的结果，而有效执行就必须要有责任心，责任心源自良好的职业心态。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">试想想，如果一个组织的文化或者管理思想中一个重要的观念是</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">你的收入是客户给的，所以我们有理由为客户而笑，为客户而哭</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">，老板和员工只是分工不同而已。客户就是给老板和所带领的团队发工资的人。这样的话，局面会如何？</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">在这样的企业文化中，文员在发传真给客户的时候，必须认真做好每件事，每个工作环节都替客户去考虑，为客户而操心，让客户感到舒心，而不是应付上司或者自己愿不愿意这样做的问题。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">如果老板对团队的管理思想是</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">你的下属业绩超不过你，就是你的失败</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">，那么店长就会调整心态，帮助或者淘汰</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">“</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">销售短板</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">，用影响力去领导销售强手，带领她的团队努力去提升团队的整体销售能力，目标就是解决客户所困惑的每一个问题。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> “</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">为客户而笑，为客户而哭</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;">”</span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">，完成了心态的调整和转变，这样的执行力才是自觉的，甚至是自主的，更有效率的。</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></font></p><p><font face="宋体"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"> </span><span style="FONT-SIZE: 9pt; COLOR: black; mso-ascii-font-family: ˎ̥; mso-hansi-font-family: ˎ̥;">接受观念的决定是痛苦的，转变观念的过程是艰难的，让我们一起痛苦吧，客户快乐就好了！</span></font><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: black; FONT-FAMILY: ˎ̥;"><p></p></span></p> <p>有些人为客户而笑,为客户有哭.</p><p>有些人为RMB而笑,为RMB而哭.</p><p>有些人为平台而笑,为平台而哭.</p><p>有些人为......而笑,为......而哭.</p><p>我们所要做的,不完全是把某一种观念灌输给别人,因为有时这种做法是无效的,这个时候,我们需要找到彼此的需求,然后帮助建立一种有效的联系,达成共识.</p>
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