LEADERSHIP PRINCIPLES Flashcards
CUSTOMER OBSESSION 1. Describe a difficult interaction you had with a customer. How did you deal with it? What was the outcome? How would you handle it differently?
Taxi job scenario
(Situation/Task)
Bring the customer from Stillorgan to the airport. Asked her which way to go, shorter and cheaper or faster and expensive? I was told the cheaper via city centre. When arrived in Donnybrook she asked me to go via the tunnel because she might be late. To get to the tunnel was crazy traffic and was my fault because we didn’t go via the coast road and Ringsend. We missed the cheaper slot for the tunnel charges and we had to pay 10 euro instead of 3 because of peek hours rate. Took us over an hour to get to the destination and gladly she didn’t miss her flight. I made her a discount, and explained her that because our trip took so long, I was late for my college. She paid me the full fare plus a decent tip.
If I knew the outcome, I would offered her a fixed price via the m50, that would take us half of the journey and wouldn’t make me be late for college.
Booking time 15.30
Arrived time: 16.50
College time: 17.00
Late time: 17.20
CUSTOMER OBSESSION 2. Tell me about a time when you went above and beyond for a customer. Why did you do it? How did the customer respond? What was the outcome?
While working for Whistle taxis I had and enquiry from one of our custumer regarding lost property.
She left her bag in the taxis boot from city centre to Dundrum. She had her passport in there, and she had to catch a early flight. I got in touch with the driver, and he found the bag in his car. He was on the way home, but we offered to pay for his trip just to deliver the bag back. I called the costumer after the bag was return, to make sure everything was ok. She was delighted with our service and booked us again for next morning to the airport and coming back from the airport a few days later.
CUSTOMER OBSESSION
3. Give me an example of when you were able to anticipate a customer need with a solution/product they didn’t know they needed/wanted yet.
How did you know they needed this?
How did they respond?
Taxi scenario
I had a regular asking me to bring them to the airport for their family holiday. I knew they had a little boy so I took my son car seat when I went to pick them up. It is not compulsory for taxis to have child car seats but he was delighted I had one.
CUSTOMER OBSESSION
7. Sometimes customers make unreasonable requests. Tell me about a time when you’ve had to push back or say no to a customer request.
What did you say or do in response to that request?
Taxi scenario
I had many request from people to take more than allowed in the car. My car its licensed to carry 4 people and I wouldn’t break the rules. I just explained them that I wouldn’t risk their safety for extra money they offered to pay. They still used my service but they had to book and extra taxi.
CUSTOMER OBSESSION
9. Give me an example of a change you implemented in your current team or organization to meet the needs of your customers.
What has been the result?
Construction scenario
When I came to Ireland, my first car was a Nissan Micra. I was working as a tiller and I could fit in it only some of my tools. We had to pay extra to get the supplier to deliver the material to the job that mean delaying us to complete the jobs. I bought a van in the end so I was able to pick up the stuff i need to from the builder supplies, this way my time was utilised efficiently and the jobs finished ahead of the timeline.
DELIVER RESULTS
1. Give me an example of a time when you were able to deliver an important project under a tight deadline.
What sacrifices did you have to make to meet the
deadline?
How did they impact the final deliverable?
What was the final outcome?
My final year individual project.
We had 2 months to deliver it. After 2 weeks we had to submit the project proposal. The topics cover were too broad and i had to cut them down and submit new proposal. In the last week of the project i meet my mentor and even though i was on the right track, i still had plenty to do. I had to had to allocate more hours to it during the week and gladly i submitted it before the deadline. After 4 years of hard work, i finally got my bachelor degree.
DELIVER RESULTS
4. Tell me about a time when you or your team were more than half way to meeting a goal when you realized it may not be the right goal or may have
unintended consequences.
What was the situation?
What did you do?
What was the outcome?
Looking back, would you have done anything differently?
Construction scenario
I was tiling a bathroom and after finishing 2 wall the owner came and told me that she didn’t want them in brick effect style but all in line. I was giving the wrong instructions when started, so the costumer was really disappointed. I contacted my boss but he was unreachable. So I decide to take initiative and take all the tiles and re-do the job as the costumer requested. I was able to reuse the tiles so only waste was the glue.
My boss was happy that i proceeded with the costumer request and she was extremely when the job was completed.
EARN TRUST
4. Give me an example of a time when you were not able to meet a commitment. What was the commitment and what were the obstacles that prevented success?
What was the impact to your customers/peers and what did you learn from it?
Taxi scenario.
I had a booking to pick up a regular costumer at the airport and I was not able to do it because my car broke down. I had to ring my brother in law who is a taxi driver as well and check if he is able to cover the job. He said yes, so I contacted my client to tell me that I am unavailable but I organized another driver for him. The costumer was very happy that could relay on my service and I never let him down and I was happy that if needed I people to call on.
EARN TRUST 8. Tell me about a time when a team member was struggling to keep up or fit in and you stepped in to help out. Why did you think they were struggling or not fitting in? Why did you decide in step in and support? What did you do to help out? How did it impact your work? What was the outcome? What did you learn from that situation?
Dominos Pizza scenario
EARN TRUST
2. Give me an example of a tough or critical piece of feedback you received.
What was it and what did you do about it?
Personal example
Taking too fast.
EARN TRUST 8. Tell me about a time when a team member was struggling to keep up or fit in and you stepped in to help out. Why did you think they were struggling or not fitting in? Why did you decide in step in and support? What did you do to help out? How did it impact your work? What was the outcome? What did you learn from that situation?
Domino’s Pizza scenario
I was working for Domino’s delivering pizza for many years. I was living in Dundrum and working for the local Dominos. Usually before Christmas they hire loads of new drivers to get ready for the busy periods. I remember one time, a new hire had hard time to get around to find the addresses. No google maps or iphones at the time. I knew he would have problem so i gave him my phone number in case he would need help. One time he was lost and I went to him help to find the correct address with that particular order. When he finished his shift, i asked him to come with me for the next few trips and i share with him all my tips how be efficient when delivering fast food.
> Never leave the shop if you don’t know where you going.
Ask somebody for help before you leave the shop
Check the order to make sure nothing is missing
Call the costumer if address is unclear before you go.
FRUGALITY
1. Give me an example of how you have helped save costs or eliminate waste within your role or organization.
What was the situation?
What was the impact?
Taxi scenario
Mytaxi company launched in Dublin and they offered 10 euro bonus to the drivers and 10 euro to the costumers if they bring in new costumer to download the app and they pay by card. After a few months of the promotion, I found a bug in their system and many drivers took advantage of it. Any current costumers who used the service, but paid by cash they still use the referral code and avail the 10 euro bonus costing the company 20 euro per transaction. I reported that and that loophole was stopped in the next app update.
