Leadership, Empowerment, Training and Communication

Achieving a truly customer focused organization means mobilising everyone in the organization to achieve a common goal. In many cases this will mean a real shift in culture or ‘the way we do things round here’. It involves effective leadership of a team that is well-directed, motivated and trained. This is the fourth Building Block. Senior managers can play a leading role, but the philosophy will only be convincing if it is understood and practised right through the organization, from the operational property manager to the chief executive.