It's very easy to get caught up in the day-to-day activities of your organisation, problem-solving, going from one meeting to another and working long hours. Many people do it, and many ask the question… ”why?”
Having a shared vision of where an organisation is going is part of the answer, however, there are other considerations too. Being inspired to work for a great person, team or company can be truly motivating. And working in an organisation that also has momentum with new initiatives and people driving them forward can be very enjoyable.
Combining these three elements might result in effective leadership.
I say “might” because it is not an easy task, as behind each component lies lots of blockages, barriers and challenges to overcome.
To be a successful business you need satisfied and happy customers, and as a business which has been around for more than 120 years this is something which we strongly believe in. Being a private company also helps us be more agile, and by being close to our local and regional businesses we understand our customers’ needs well.
In many respects I see my role in the organisation as creating the environment for the business and people to grow and flourish, leading Hills Waste Solutions to our objectives.
That means that I have to ensure that the business has the technological and physical infrastructure, necessary to deliver the efficient value-for-money service that our customers demand. That requires investment in the latest efficient vehicles which are good for our environment and upgrading our defences against cyber-attacks.
Most importantly however are the people who I rely on to deliver. Recruiting and retaining the right staff is key, at all levels of the organisation. And this goes hand in hand with ensuring the staff are equipped, trained and motivated to do their jobs well and empowering them to make the right decisions to look after our customers.
By having a good infrastructure, good staff with the right skills and listening to what customers want, we deliver good customer service. As a result, our reputation in the industry is strong and our customers tend to stay with us. With a customer attrition rate of less than 1%, we consider this performance to be at the top end of the waste management industry.
Wherever and whenever possible I will try to meet with customers, because they are the ones who tell me, first-hand, how we are really doing, in person. By meeting with customers, it allows us to shape our offering to truly meet the needs of the customer, rather than us at Hills dictating what we think the customer wants.
This feedback is vital, as it helps me to keep track of our vision, which I can share with the business, to inspire and motivate my team, carried forwards by the momentum created by enjoying their job!
About the author
Neil Pollard, Commercial Collections Director at Hills Waste Solutions
Customers are at the centre of Neil's strategy for the success of the business. By providing great service and building a reputation for consistency, flexibility and competitive pricing Neil is taking the Hills brand to new markets.
