Dominic Guerra

The strategic plan is the ultimate guide for making meaningful changes in how a company provides service. Strong managers are essential, they must have the authority to implement changes, hold the team accountable, and provide clear examples of expectations so everyone understands what is required. Consistent follow-through is key, along with a mindset of always asking how the process can be made easier and better for the customer.

I learned that leaders play a major role in shaping the culture they want their team to experience. Building that culture requires intentional planning and clear, measurable goals. It also starts with hiring the right people, those who are the best fit for both the team and the culture.

Being genuinely engaged with customers is a powerful way to create a positive experience. I also appreciate that the training emphasizes our ability to influence how customers perceive us and how they feel about their interactions.

Creating a customer-centered organization is, to me, a key factor in achieving success, and that has been one of my biggest takeaways from this module. One particularly interesting concept I learned was the idea of “firing your customers.” It really stood out to me that not every customer is the right fit, especially those who consistently cost the business money. Understanding that a sustainable profit model means focusing on the right customers, not just all customers, was an eye-opening perspective.

I have always encouraged our students to answer each interview using an example or story. I tell them each story should have a beginning, middle, and end. At the end of their story, they should come out looking like the "hero." I also encourage them to keep a log on their phone of their accomplishments/"wins" during their time in school. When they have a log of their "wins." they can review that list prior to the interview and be ready to answer all questions using real-world examples.  

I will have our students take one of the strength assessments in their first class or meeting with me, and we will also talk about what they have done in their professional/working lives that gives them that energized feeling. 

Focusing on strengths is far better for an individual than focusing on weaknesses. By focusing on improving weaknesses, a person's self-confidence can be diminished, and they may want to give up. However, focusing on their strengths will empower them to create the change they dream of.