Customer delight en zelfsturende teams: het verhaal van bedrijfsleider Christa Jouck

Customer delight en zelfsturende teams: het verhaal van bedrijfsleider Christa Jouck

22 June 2021
Veerle Seymus
Veerle Seymus
  • Christa Jouck is een ondernemer in hart en nieren. Voor haar is ondernemen nieuwsgierig zijn, opportuniteiten zien en ongelofelijk hard je best willen doen.

    De rode draad in al haar ondernemersavonturen is customer centricity. Met een hostessenbureau, een hotel, Infraligne en met de Officenters heeft ze klanten verzorgen op een hoger niveau getild. En heeft ze geleerd anders leiding te geven door haar medewerkers los te laten en de vrijheid te geven om samen te beslissen op basis van slechts één criterium: "Wordt mijn klant er beter van?"

    Luister hieronder naar Christa's verhaal over customer delight en zelfsturende teams.

Struggles of a manager

Managers are

  • new in this role

    and

    • lack self-confidence
    • don’t know how to go from being a colleague to being a boss
    • need to loosen up on the command & control leadership style
    • must let go of the (technical) expert status
    • cannot give or accept constructive feedback
    • feel pressure to perform as manager
    • have difficulty building relationships
    • want to be liked by everyone or want to be the ‘bad boss’
    • play the hero
  • are struggling

    and

    • stay too involved in operations
    • have trouble prioritizing
    • cannot delegate
    • fear conflict situations
    • disconnect from the team
    • deal with flawed strategic thinking
    • do not relate to higher management
    • lack clear communication skills
    • remain not self-aware
    • avoid difficult conversations
    • miss political antennas
    • ...
  • capable of more

    and

    • need mental preparation as successor
    • need to be able to lead big changes ahead
    • need to learn to be emotionally resilient and in control
    • need to learn to make big decisions fast without all the information
    • must become persuasive presenters
    • need to learn how to cultivate their own personal brand
    • need to learn how to lead by example
    • manage by trust, not by fear
    • need to overly develop empathy
    • ...
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