Presented By: Whitney Albert, Director of Account Services Advantage Communications, Inc. 2013 Low Income Advocates Leadership & Community Development Conference, Little Rock, AR September 11, 2013

1. Advantage Communications, Inc.
Demonstrating Leadership Through
Good to GREAT Customer Service
Presented By: Whitney Albert, Director of Account Services
Advantage Communications, Inc.
September 11, 2013

2. Advantage Communications, Inc.
Advantage Communications, Inc. Mission Statement
The mission of Advantage Communications, Inc. is to serve our clients,
associates, and community…by providing economic value to every
relationship and to manage our business in the highest ethical manner…on
the premise of value creation.

3. Advantage Communications, Inc.
What Do You Think of When You Hear The Word
“LEADERSHIP”?

4. Advantage Communications, Inc.
Here’s What I Think Of…
http://advantageci.com/about.html

5. Advantage Communications, Inc.
A Different Type of Leadership: Level 5
“You can accomplish anything in life, provided that you do not mind who
gets the credit.”
- Harry S. Truman

6. Advantage Communications, Inc.
Good To Great : Level 5 Leaders

7. Advantage Communications, Inc.
Good To Great : Level 5 Leaders
“Level 5 leaders channel their ego needs away from themselves and into
the larger goal of building a great company. It’s not that Level 5 leaders
have no ego or self-interest. Indeed, they are incredibly ambitious – but
their ambition is first and foremost for the institution, not themselves.”
- Good to Great
By: Jim Collins
… We call Level 5 Leadership, Servant Leadership.

8. Advantage Communications, Inc.
Characteristics of Level 5 Leaders
Humility + Will

9. Advantage Communications, Inc.
Characteristics of Level 5 Leaders
A Compelling Modesty

10. Advantage Communications, Inc.
Characteristics of Level 5 Leaders
Unwavering Resolve to Do What Must Be Done!

11. Advantage Communications, Inc.
Characteristics of Level 5 Leaders
Work-Man Like Diligence

12. Advantage Communications, Inc.
Characteristics of Level 5 Leaders
The Window and the Mirror

13. Advantage Communications, Inc.
Good To Great : Disciplined Leadership
How Do You Serve?
Most of us strive for excellence and
derive satisfaction from membership in
great and enduring organizations that
have important purposes and that make
significant contributions to society.
Those who are fortunate enough to
work for great organizations do not
need to be motivated.
You Must First Serve Each Other Internally to Ignite An External Culture Shift.

14. Advantage Communications, Inc.
Know Your Customers: Two Types Of Customers
Who are your internal customers?
• Your internal customer is you, your manager, management team, and
fellow co-workers.
Who are your external customers?
• Your clients are your external customers - without them there would be
no need for you. Your external customers are also your vendors, other
agencies and all constituents that interface with your brand.

15. Advantage Communications, Inc.
So How Can You Exhibit Leadership through Good to
Great Customer Service?
See Yourselves as Your Customers See You!
http://play.simpletruths.com/movie/212-service/?cm_mmc=ExactTarget-_-MO-_-08.26.13-_-TTSVmovie&j=222623&e=jhar

16. Advantage Communications, Inc.
Thank You!
Questions…

17. Advantage Communications, Inc.
Contact Information:
Whitney Albert
Director of Account Services
501-244-4915
walbert@advantageci.com
advantageci.com
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