2) Notice what list excludes. Absent from this list (and all lists from other programs) are characteristics such as stern, mean, serious, short tempered, vindictive, tough, angry, harsh, punitive, controlling, violent, or ruthless. And that's interesting because many popular representations of leadership emphasize at least one of these "hard" characteristics. In fact, these characteristics are refuge of those who lack strength (or skills) to apply human side of leadership.

3) How about you? How would you rate yourself as a leader compared to list of positive characteristics? If you were to survey people who report to you, how would they describe your leadership? Would they list characteristics from "soft" list or from "hard" list? Could you become more effective by improving upon any of "soft" characteristics? And how about other leaders in your organization? Do they truly maximize human potential?

People want leaders who treat them with genuine compassion, courtesy, and respect. They want leaders who help them become more successful. They want leaders who inspire them with a vision for a better world and show them how to go there.

On delivery day, they sent first item to our place, we paid balance amount as we are satisfy with it. Later that day, they sent second item, but we found faults on it and want to change.

We called company next day and they agreed to change another one for us by that week. But after a week has passed, still no news from company. No choice, we gone down to shop again to inform them of faults, they agreed to send someone down to see.

A couple of days later, no one came. We called again and finally someone is here to check. That guy said that piece we received is a display set and it's last one in factory so he agreed to change for us. But we've totally change our view on this shop's service.

From above case study, we can see big difference between before and after sales service. When a customer steps into your shop, you need to provide both before and after sale service to assure your customers will come back again. Do you just want to keep a customer just once or forever?

Do you know that a customer can become ten, hundred or even more customers in future through word of mouth?

In order for growth in your business, grab hold of every opportunity when a customer steps into your shop now. Remember to provide them after sale service too.