Many people are more likely to buy goods or go for services from a company they already know. There is a small probability that a client can go for services at an unfamiliar business. At the same time, people who purchase from a company or business they are familiar with are many, ranging from 60 to 70%. This is just a foreshadow of the evidence pointing to the importance of customer services. Regular customers, according to research, spend at least 31 percent more than new customers in any business premise. Whenever the ability to retain customers goes up, sales usually increase by a significant margin.

Customer SatisfactionLeadership and management in a company may look alike but are a bit different. So, it is important for us to evaluate in which category we, as CEOs and managers, we fall? For instance, who deals with customer services? Any growing company needs to learn the thin line of difference separating leadership and management.

Leadership and management need to go hand in hand for the organization to realize its full potential. These two are linked and are required to complement each other. As managers and company chiefs, we need to have them intertwined and working for the benefit of the organization. For any business to be successful, we must see the leader being a good manager at the same time. Leadership tends to be about making people believe in your vision for the company. We should also have managers ensuring the day to day programs of the company are well executed.

The Manager and leader have some differences. The Manager plans and coordinates while a leader motivates.


  • Inspiration: Leaders can inspire others by leading them through example and encouragement. As company chiefs, we need to be full of encouragement to the people we lead.
  • Vision: As leaders, we are supposed to be focusing on the long-term goals of the business or company. This is what brings the difference regarding leading people.
  • Teamwork: As leaders, we should be able to marshall our workforce to putting more effort. We can only achieve this by using teamwork as a uniting and motivating factor.
  • Teaching: We need to lead by exhibiting the right performance and companies set expectations. We can teach others by setting examples or by giving clear guidelines to steer the company forward.
  • Mentoring: By being good team leaders, we should be able to impart this knowledge onto our team. We also need to exercise wisdom that should be passed on to our team members.
  • Counseling: Giving of counsel is part and parcel of any true leader. It is only through counseling that as a leader you will be able to ensure that all members of your team are empowered to give his best regarding performance.
  • Persuasion: As great leaders, we should have the persuasive power. This should be dispensed on our customers. Customer service is key, and as company leaders, we have to ensure it is won to keep the organization on its feet.
  • Focus on people: As leaders, we have to ensure that our first target is the people. Be it customers, vendors or staff working within the organization. This is very important since the organization or business has to be about the people.


  • Budgeting: As managers, budgeting is vital, and it is key in containing any finance constraints. All departments need a satisfactory funding, and as managers, we have to ensure these needs are met. Projects equally need financial allocations, as managers again this is something we must do perfectly.
  • Planning: For us managers, this is the heartbeat of the organization, and we must, therefore, carry out this mandate effectively. All plans have to be consolidated within the framework of management hence we must lay down plans of how to make the company’s plans successful.
  • Time management: As managers, we have the mandate of overseeing time frames within which specific tasks are conducted. Company and business activities have to be conducted within the scheduled time frame.
  • Coordinating: The coordination of a company’s activities is the sole responsibility of managers. The various project tasks in the organization lie in our docket, and we ensure tasks are done to achieve required goals. The coordination of departments within the company is also key, and we ensure there is a smooth transition of work between them.
  • Resource use: As managers in companies, we are charged with the responsibility of ensuring resources are well utilized. Being a manager, therefore, points to the fact that accountability and openness are the goals for being a good resource manager.
  • Decision making: Making the right decision is encompassed as part of a virtue that defines organizational managers. We make the most responsible and rational decisions that ensure the business remains at a good position in the market.
  • Problem-solving: As managers, we are there to ensure any problems arising in the business are contained and curtailed effectively.
  • How to lead: One thing that is evident from an analysis of leadership traits is that as company chiefs and CEOs, we have to adopt both stances: being a manager and a leader at the same time. For more details on how to attain a leadership balance, you can visit

Service to customers is one main phenomenon that we cannot overlook as company leaders and managers. With the customer being the ultimate boss in a business setting, leaders have to foster an environment that allows customer loyalty to develop. The Equipment Finance Group (EFG) wishes to encourage all company heads to put the customer first, even in their leadership roles. ‘Customer Service is business service.’