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Create Client Satisfaction Through Accountability

By: Walt Zeglinski
Posted: August 1, 2011, from the August 2011 issue of Skin Inc. magazine.

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Leaders who support employee development and clearly communicate goals enable workforce engagement. For many skin care facilities, it’s the engine that drives accountability. When individuals believe leadership is aligned with their efforts to serve clients and understand the role they play in achieving the company’s goals, they tend to maintain their client-needs focus. Engaged team members view each client experience as a moment of truth—an opportunity to deliver value and create another loyal client.

Ultimately, workforce engagement enables commitment to excellence. When individuals understand how their dedication plays into the organization’s broader goals, they see themselves as part of a team, and work to better themselves to ensure the whole team wins. What’s most interesting is how an environment of engaged employees can thrive, not only because it’s a great place to work, but also because it creates a vibrant, productive culture that delivers predictable and profitable results.

A competitive advantage

Skin care facilities with an uncompromising commitment to leadership, process and people, by extension, are committed to their clients. Accountability makes customer loyalty possible.

Walt Zeglinski is CEO and chief client advocate for Management Action Programs (MAP), a performance-improvement firm that helps organizations achieve profitable growth. Zeglinksi has more than 20 years of successful experience in the corporate performance industry, with expertise in developing and implementing practical solutions for complex business challenges. He has worked with executive teams throughout many industries.