Company Consulting
Since 1986, Tom Hinton and the Customer Relations Institute, LLC have been
helping organizations improve their leadership and business results. Tom works
with clients that want to be recognized as their industry leader, and he helps
them achieve that goal by strengthening their leadership, customer service,
teamwork, and implementing business excellence strategies. Tom’s clients include
Fortune 500 companies, government agencies, military units, non-profit
organizations, healthcare, and educational institutions.
In 1988, CRI adopted the Malcolm Baldrige Award Criteria for Performance
Excellence as its primary approach to helping clients achieve business
excellence. The Baldrige Award is our nation’s highest presidential honor that
an organization can receive for their workplace excellence. CRI’s approach to
helping clients improve their performance is based on a collaborative style that
engages your people and processes in an effort to find ways to increase
performance and maximize business results. Our typical consulting relationship
lasts from three months to 18 months depending on the scope and magnitude of the
project. Our work focuses on pre-defined client goals while using specific
metrics to measure our outcomes and results.
Typically, we will conduct an internal assessment to establish a baseline for
metrics, Next, we work from the top down to ensure that corporate goals are
understand, translated by middle management, and adopted by front-line
employees. After twenty years of working with clients, we have found this
simple, but direct, approach remains the most effective, least disruptive, and
cost efficient.
CRI’s research reveals that most companies experience a significant gap between
what senior leadership understands to be the corporate mission and what
front-line employees are doing to achieve that mission. Furthermore, we have
found that this variability occurs because of disconnects among
employee-to-employee contact, inadequate processes, or systems failures. In
other words, most companies don’t hire bad people. Instead, companies expect
people to perform at peak levels with inadequate systems and misaligned
processes. This type of non-conformance and inconsistency can destroy brands and
create employee morale problems. As part of our approach, we teach managers how
to lead and create measures for performance. We also help management develop
accountability standards for their front-line employees.
In using the Malcolm Baldrige Award criteria as a process improvement
methodology, we have found that this standard for excellence helps companies
identify areas for improvement as well as their best practices. Our goals is to
help companies close the gap on key performance areas that drive revenue and
customer retention results. Through this process, we help our clients
communicate their vision for success, establish metrics for all key success
factors, and measure employee performance against those key indicators. The
final result is a company that operates in a systematic fashion, united by
common goals and metrics, and a work team environment whereby all employees are
working towards the same outcomes.
Senior Leadership Consulting:
In addition to our business consulting program, Tom Hinton and the Customer
Relations Institute offer a Senior Leadership Consulting program that consists
of four quarterly meetings, a confidential leadership skills assessment for each
member of your leadership team, a confidential evaluation of each team member’s
verbal and written communication, a time-use analysis, and social interaction
skills. Goals are to help your leadership team present more effectively both
individually and in meetings, For more information and a confidential
conversation, please contact Tom Hinton directly at
tom@tomhinton.com or call 1-760-787-0414
(or toll free at 1-800-544-0414 in the USA).
Executive Consulting
In today’s competitive environment, a successful executive or leader must
possess the right balance between professional skills and personal decorum. This
balance is true in the corporate world as well as in the fields of education,
non-profit, government, and healthcare. Any executive who is considered “out of
balance” will not progress,
Tom Hinton provides professional, confidential coaching to individual managers
and senior leaders who seek to strengthen their personal and professional
performance. While each coaching client has different needs and goals, typically
a coaching relationship includes the following key steps:
- a confidential, get-acquainted telephone
call.
- a confidential meeting to establish rapport
and reach agreement on the specific goals and touchstones of this coaching
relationship.
- Twice monthly telephone conversations
lasting 60 minutes in length that build on the agreed-upon goals as well as
the following areas:
- Professional goals and career path to
success.
- Personal goals.
- Life balance including family,
recreation, spiritual, and health issues.
- Time management
- Communication Skills for
personal and professional growth
- Metrics for success.
Tom’s coaching skills can help you enhance your
professionalism, performance, and image. Tom can also help you refine your
communication skills and help you raise your confidence and self-esteem in
social and professional environments. This includes the dreaded area of “public
speaking!” Tom’s most successful clients have been individuals who are open to
improving themselves. They accept feedback and are willing to modify their
attitude, values, and behavior in order to grow to the next level. Typically,
they are results-oriented and pragmatic people who have a creative dimension but
feel limited in their current success path. They include successful people who
need professional support in dealing with specific challenges that are
challenging them. Often times, Tom finds that his best clients need help
clarifying their goals and setting long-range plans. Finally, many of Tom’s
coaching clients simply need a confidential sounding board for their ideas, or a
listening heart outside of the workplace and family to discuss personal issues
that occupy their time and thoughts.
For more information and a confidential conversation, please contact Tom Hinton
directly at tom@tomhinton.com or call
1-760-787-0414 (or toll free at 1-800-544-0414 in the USA). |
