Go find what you need to know...

·      You ask me, the best part of leadership is making decisions.

·      Flinch in the face of those and competitiveness is often lost.

 

Leading people or a business can seem like being a battlefield general – strategies hang in the balance of your decisions. It’s where the action is, and things happen, with or without you. Business often moves at the speed of thought and there’s no time to lose. It’s hard to remake decisions and even harder to rethink nondecisions or indecisiveness. Meaning you must know what you’re doing. When you start a new job, there may or may not be much of an on-boarding process – things like an orientation, a tour and introductions, job training, and formal discussions about policies, cultural norms, and general expectations may or may not be explained. If yes: listen, ask questions, satisfy your curiosity; if no, do the same. You’ll get out of your work what you put into it. It’s been my experience that many companies do a decent job with these things, but they leave as much still to be learned and hope you pick it up from co-workers, or the buddy they assigned to train you. If you have questions, don’t wait – ask them and get to the bottom of your needs. Think of this as your responsibility and you’ll get started more quickly today.

 

Katharine Meyer Graham (1917 – 2001): American newspaper publisher. She led her family's newspaper, The Washington Post, from 1963 to 1991

Just be yourself...

·      Like many, I sometimes would like to get away from myself.

·      That is, as we all find out, easier said than done.

 

I didn’t change jobs very many times in my career – but when I did, I sometimes fantasized about making up a new name and persona. I found that too is easier said than done. We all have knowledge, skills, abilities, personalities, and styles – and all of those come out quickly when in a new situation. The things we learn in our early years shape who we are and how we do things; and that’s not so easy to change or fake. I’m a very outgoing guy and nothing I do can dampen that down. Because there’s an over-riding urge to not just be ourselves but show what we can do. Now flip this around: as a manager or leader, you have new people start all the time – you want to know what they know, how they do things, and what they need to learn so that you can quickly get them on the ground and running. It takes good coaching skills to discover those things. Be open, ask good questions, listen well, and help them identify these things for you. Don’t be judgmental, be sensitive to their worries and fears, show them that you care and value them, and create a bond of trust and respect. And let them know they need to relax and be themselves. That’s the best way to acclimate to new situations today.

 

Ernest Hemingway (1899 – 1961): American novelist, short-story writer and journalist who won the 1954 Nobel Prize in Literature.

Don't shirk your responsibilities...

ac·count·a·ble

/əˈkoun(t)əbəl/

adjective

1.

(of a person, organization, or institution) required or expected to justify actions or decisions; responsible.

 

I saw this quote last week on Earth Day and it struck a chord with me – not just for environmentalism, but for everything we do and say. Whether it’s reusable bags in the grocery, biodegradable stuff that we purchase, or making sure our actions at work, play, and community are responsible. People often say their individual actions don’t make a difference, but if everyone felt that way then nothing would change for the better. Think about how you treat people, answer questions, make choices, complete your chores and assignments, dispose of things, help others in need, give advice, respond to requests, pick up after yourself, plan your time, answer your emails, live your life, and everything else you do. There’s nobody else responsible for what you say and do but you. Isn’t that what you try to teach your children or tell your employees? The answer’s yes, so hold yourself responsible for your actions today.

 

Julia Lorraine “Butterfly” Hill (born 1974): American environmental activist and tax redirection advocate.

Never take loyalty for granted...

                e·mo·tion·al in·tel·li·gence

                        noun

1.     the capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.

 

You are probably wondering why I started today’s message about loyalty with a definition of emotional intelligence. Simply, because, as a leader if you want people to be loyal to you then you must treat them in such a way as they’ll voluntarily choose to do so. Meaning: you build relationships based on trust and respect and people will want to be loyal to you. Meaning: you are sensitive to their needs and make it your purpose to satisfy them. Meaning: it’s all about them and not about you. All week I’ve talked about why loyalty is important, and the things loyal people do and don’t do. Take these things to heart, practice them, and build a team that you’re loyal to and from whom you’ll get loyalty. It’s a two-way proposition and it starts with you. And once you’ve established loyal relationships, don’t do anything to abuse and lose them. Because as hard as it is to establish loyalties, they can be lost in the blink of an eye. Build loyalties in your team and support them today.

 

Donald T. Regan (1918 – 2003): He was the 66th United States secretary of the treasury from 1981 to 1985 and the White House chief of staff from 1985 to 1987 under Ronald Reagan.

Be true to your school...

·      Are people loyal to you?

·      Are you loyal to those you should be loyal to?

 

Think about that. There are any number of people and things that we each should be loyal to. And there are probably people that are loyal to each of us. It’s always balancing itself: a lack of loyalty is just as bad as too much. Loyalty is a responsibility – never take it for granted nor take advantage of it. Being loyal usually means:

·      Being honest, trustworthy, supportive, and generous. 

·      Following through on your commitments. 

·      Being authentic with them, even when vulnerability is uncomfortable. 

·      Being your true self helps promote trust and loyalty

·      Being faithful to your ideals and values.

·      Not gossiping or talking behind someone’s back. 

Whether at work or home or in your community – trust and loyalty are the things that bring and hold people together. While many of us tend to think of this only in terms of customer loyalty, it’s much more than that. Start with personal loyalty – set values for yourself and try to live up to them. Look around at those who are loyal to you – honor them with your actions. And decide what you want to be loyal to – choose carefully then commit yourself. And keep an open mind – as things change, review, and update your thinking and commitments appropriately. Give and get the loyalties that benefit your life today.

 

Napoleon Hill (1883 – 1970): American self-help author who wrote Think and Grow Rich (1937). Hill's works insisted that fervid expectations are essential to improving one's life.

P.S. I heard the song Be True to Your School by The Beach Boys today on one of the oldies channels on Sirius XM and it got me thinking about the loyalties I've had and their importance in my life. Here it is: https://www.youtube.com/watch?v=GM6GsXP4_3Q. Enjoy.

Inspect what you expect...

en·dur·ance

/inˈdo͝orəns,enˈdo͝orəns/

noun

the fact or power of enduring an unpleasant or difficult process or situation without giving way.

 

Getting your employees to do what they’re supposed to do is about the same as getting your children to tuck in their shirt and stand up straight. I know. I used to be a kid, and my mother was constantly telling me to do those things (and more). And it was like I had a hole in my head: that instruction seemed to fall out as soon as she was out of sight. Just like how employees act when you tell them to make eye contact and smile at every customer they see. Tell them and they have enthusiasm for a short period of time. Getting that thought to endure in their minds is possible, even though it seems as if it’s not easy. You must not only remind them regularly, but also tell them why (because that's a great customer service tactic that promotes customer satisfaction and loyalty) regularly, catch them doing it right regularly, and congratulating them for doing it regularly, all the time. Tell them every day when they clock in, catch them every day when you’re walking around, and thank them for doing it at the end of each day. And for those that do it regularly, remember that the next time you have occasion to nominate one of your peeps for an award, or using it as one of the reasons to select someone for something, or promote someone. Endurance is reinvigorated when you inspect what you expect today.

 

Angela Lee Duckworth (born 1970): American academic, psychologist, and popular science author. She is a Professor of Psychology at the University of Pennsylvania, where she studies grit and self-control. She is also the Founder and former CEO of Character Lab, a not-for-profit whose mission is to advance the science and practice of character development.

Loyalty comes from service; and Service starts with a smile...

 

                            serv·ice

                                                /ˈsərvəs/

                                                    noun

                                        1.

                                            the action of helping or doing work for someone.

                                "millions are involved in voluntary service"

                                        2.

                                            assistance or advice given to customers during and after the sale of goods.

                                "they aim to provide better quality of service"

 

The most important factor in customer satisfaction is the customer service provided by employees. A company doesn’t provide customer service – its employees do and complimenting a company for its fine service should be conveyed directly to its employees. A company may set and maintain service standards – these are often what people are referring to when expressing their opinion that service there is great. The key is making employees feel like they own and are responsible for delivering service at the levels articulated in the standards. You must be clear when describing them. Arranging silverware properly on a restaurant table is a business practice; making eye contact, smiling, and being genuinely interested in a customer’s experience is customer service.  Hospitality companies often adhere to what is referred to as the 10-5-3 rule: make eye contact with a guest at a distance of 10 feet, smile and greet them at 5 feet, and inquire if assistance is needed or give a friendly salutation at 3 feet. If that’s all the customer service you want your employees to provide, explain it just that way and leave them to perform it. Then catch them doing it right or coach them if they don’t. And maybe even put some money where your mouth is when they continually do it right. Then enjoy your customer’s loyalty today.

 

Ken Blanchard (born 1939): American author, business consultant and motivational speaker who wrote The One Minute Manager.

Make someone smile...

                                    loy·al·ty

                                                            /ˈloi(ə)ltē/

                                                            noun

1. the quality of being loyal.

                        o a strong feeling of support or allegiance.

 

Not many other names evoke such a vivid picture in your mind as this man and the company he founded. When we started at the Golden Nugget in the early 1980s, we talked about creating Disney like magic and actively studied their concepts and practices. Like making employees feel and act like they were on stage and creating lasting experiences for customers. The smiles they put on people’s faces created strong loyalty among customers and employees. They manage the lines people wait in exceptionally well, but the magic is a whole lot deeper than that. Everything their employees do is focused on making people feel good. And treating employees the same way ensures that they know and understand how it feels and how and why their job is to make the customer feel the same way. They do that so well that people want to see it (their parks, their movies, their channels) again and bring friends. Or come back to work every day and try to get their friends to work there. That’s the concept – while it’s easier said than done, it is doable. Start small. Talk to your employees. Show them you care. Build their trust. And keep doing that every day. That’s how to create loyalty today.

 

Walter Elias Disney (1901 – 1966): American animator, film producer, and entrepreneur. Founder and owner of the Walt Disney Company known today as just Disney.

Listen to you conscience...

white lie

noun

1.     a minor, polite, or harmless lie; a fib.

 

We’re raised to believe that little white lies are harmless. I suppose they are, but how do we then teach the distinction between these and the kinds that are harmful. It’s a slippery slope. We must teach our children and our employees to always tell the truth, even when it hurts. Those times should then be treated as learning opportunities (often for both parties) rather than reasons to yell at them. It they know that they can learn from experiences like that in a safe way then lies can more easily be uncovered and remedied. In the past, I’ve been on the receiving end of the kind of tirade that made me think twice about coming forward and fessing up – but that little voice in my head made me take the high road and face the music. And I must confess that I too have been guilty of starting one of those tirades… only to stop in the face of that same little voice. So, try not to be careless with the truth in small matters lest that lead to the same with important matters. And when lies of any sort are found, be gentle and forgiving. And help people to learn from their mistakes or misstatements today.

 

Albert Einstein (1879 – 1955): German-born theoretical physicist who is widely held to be one of the greatest and most influential scientists of all time.

Be of good character...

char·ac·ter

/ˈker(ə)ktər/

noun

1.

the mental and moral qualities distinctive to an individual.

·       a person's good reputation.

·       a statement of someone’s good qualities.

·       if someone is of good character, they are reliable and honest.

 

In the workplace, it’s especially true that people of character are trusted. During the past 3 days, I volunteered my time at a SHRM Talent Acquisition Conference. It was billed as showcasing the newest and best ways to recruit people. That’s a topic seemingly on everyone’s mind so I thought I’d hang out and see what the latest best practices were. Here’s what I learned: do everything you can to keep the employees you have, and you won’t be so stressed in this tight labor market. Speaker after speaker focused on what you can do to make that happen. Things like training your managers to practice emotional intelligence, having clear communications, paying attention to your employees, giving lots of feedback, coaching them when needed, helping them reach their full potential, and catching them doing things right. That’s not touchy-feely stuff – those are the things that make all leaders effective. And those are the things that increase employee satisfaction and retention. That’s the most effective recruitment tool today.

 

Alfred Adler (1870 – 1937): Austrian medical doctor, psychotherapist, and founder of the school of individual psychology. His emphasis on the importance of feelings of belonging, relationships within the family, and birth order set him apart from Freud and others in their common circle.

Trust your peeps...

·      Competence and confidence go hand in hand.

·      Both are needed for personal and professional success.

 

The best companies spend time and effort to make employees competent in the skills needed for their jobs; but if they don’t trust them to grow into and use those skills, they’ll never gain the confidence to spread their wings and fly. That kind of trust is shown by coaching them to meet expectations and catching them doing things right. Do your outstanding performers know what you think of them and their work? How about those struggling to get into their groove – paying attention to them, giving them the benefit of your experience, and letting them know you’re there for them can give them the confidence to keep going and improve. It all comes down to knowing your employees, walking among, and working with them, mentoring, and coaching them, and treating them the way you wanted your boss to treat you when you were in their place. They’re your human capital, without whom you couldn’t get things done. Show them your trust and let them display their confidence today.

 

Patrick Mosher: Chemical Engineer, M.A in Organizational Communication and M.S. in Human Resources, Global Lead for Sales and Marketing Talent Solutions for Accenture, and Executive in Residence at Purdue University.