Intersect Investment Services Moving in the Right Direction

Intersect Investment Services moving in the right direction

Intersect Investment Services, in the ever-changing world of financial services, has managed to survive without making life-shattering changes. Customer trust is rapidly dissipating. Intersect Investment Services, in order to remain competitive, recognizes the importance of exploring ways to build trust. Frank Jeffers the CEO of Intersect Investment Services has offered a plan to elevate the perception of Intersect Investment Services not being a trust worthy company to do business. (UoPhx, 2006)

Intersect Investment leadership team has the opportunity to increase it’s customer base, regain clients’ trust as well as Wall Street’s creditability within the Financial services industry by improving there relationship with their customers.

Intersect Investment Services CEO Frank Jeffers has made the decision that the appropriate direction for the company is to deviate from its current method of sales tactics and incorporate a new approach, the intimacy model. The success of a company hinges on its ability to recognize when it is time to make changes. Deciding the appropriate change is equally as critical. (Kreitner & Kinicki, 2003). Frank has hired Janet Angelo. Janet is familiar with the intimacy model approach and has it successfully implemented it for previous employers. Janet Angelo has exhibited the leadership capability to enable transformational change. Intersect Investment leaders have not developed a plan to successfully implement the new customer intimacy model. (UoPhx, 2006)

An organization is only as good as its leaders. One does not have to be the main leader to lead. Exceptional leaders are not only capable of leading their followers but are also adept at leading their superiors and their peers (Maxwell, 2006). Maxwell advised middle managers to work diligently in subordinate positions, support the CEO's vision, find the good in incompetent or malevolent leaders, and infiltrate their bosses' emotional lives and "stand up for the leader whenever possible (Maxwell, 2006, pg 26). Embracing this idealism can be beneficial to the leadership team at Intersect Investment. Intersect Investment has not developed a plan to successfully implement the new customer intimacy model. Janet Angelo has the leadership capability to enable transformational change and Annie Sorrento has the knowledge of how the intimacy model should work.

Intersect Investment Services has not developed a formal plan to deliver the appropriate training. Thomas Hardy has the knowledge to develop and delivery the needed training; he is a seasoned employee and is familiar with the company and its employees. Intersect success depends imparity on the development and delivery of sales and service training that will support their new philosophy (UoPhx, 2006). Providing appropriate training renders confidence to employees and the confidence required to perform tasks appropriately.

Joel Contino has extensive knowledge in branding, marketing and service development. Joel is also a supporter of the new direction. “A company band stands for a promise of the value of the product… a promise that the product is better than all the competing products… a promise that must be delivered to be successful” (Hansen, 2006, pp 2). Providing a clear understanding to employees of the necessary changes and the important role, they have in fundamental. If the brand is, believed in, it creates values for the consumer as well as the employee (Hansen, 2006).

Lyn Chen has the talent to motivate and inspire the sells team to reach there stated goals. Lyn acceptance of the new direction is vital. Lyn also has the ability to create chaos. People are motivated by their beliefs and attitudes therefore the best way to motivate is to keep the perception of fairness (Kreitner & Kinicki, 2003). The pay structure currently is out of alignment with the new direction. People have the need to maintain the consistency between their cognitive beliefs and their behavior. Perceived inconsistencies create cognitive dissonance (or psychological discomfort), which, in turn, motivates corrective action (Kreitner & Kinicki, 2003). Intersect Investment has to keep employees motivated and focused on the companies goals. If Lyn does not accept the new vision of management it may be in there best interest to offer her a servants package.

Intersect Investment Services leaders will have to face the fact that not all employees will be in agreement with this change. If Lyn and her team does not buy in to the customer intimacy model their rebellious was could negatively affect the organization. Being a leader in Intersect Investment Services Frank has to walk the talk. Franks lack of communication with Lyn’s group contributes to the resistance of her team. Frank living the customer