Leading at a Higher Level - Task versus Relations Oriented Leadership

Kenneth Blanchard writes, "The leaders in high performing organizations know that their bottom line depends on their customer, their people and their investors - a triple bottom line."

 

"To keep your customers today, you can’t be content just to satisfy them; you have to create raving fans. Raving fans are customers who are so excited about the way you treat them that they want to tell everyone about you..." 

 

In my "Customer Satisfaction" presentation, I talk about 'delighting' the customer. You have focused on what means to achieve it.

 

"When you are leading at a higher level, you have a “both/and” philosophy. The development of people is of equal importance to performance. As a result, the focus in leading at a higher level is on long-term results and human satisfaction."

 

"Leading at a higher level, therefore, is a process. It can be defined as the process of achieving  worthwhile results while acting with respect, care and fairness for the well-being of all involved. When that occurs, self-serving leadership is not possible. It’s only when you realize that it’s not about you that you begin to lead at a higher level." ~ Leading at a Higher Level - Kenneth Blanchard

"In general, the leader who is more highly rated by superiors and peers, who is most satisfying to subordinates, and whose approach results in the good performance of the group is likely to be both relations oriented and task oriented in an integrated fashion." Bass & Stogdill, Leadership & Management, Chapter 23 Task versus Relation Oriented Leadership, p.510.  http://cpmcnet.columbia.edu/dept/pi/ppf/Bass.pdf