Buckle your seatbelts...

We’ve begun our initial descent. That’s a phrase every air traveler likes to hear.

 

·      The trip’s nearly over.

·      All went according to plan.

·      You’ll soon see your loved ones.

·      And your trip will have been successful.

·      That’s how it’s always supposed to happen.

 

When they said return your trays and seat backs to their upright positions, I was prepared to land. But then the plane bounced and jerked and quickly accelerated. We had flown into a storm with intense lightening and had to immediately divert to a nearby airport. That’s the part of any flight that everyone dreads, wondering will we make it and will I be able to get to my destination? And that is the point where the crew’s training and preparation shows: it was on full display on my Southwest Airline flight yesterday. The captain immediately provided clear and updated information, the attendants were visible and supportive, and the mood in the plane was hopeful and calm. Southwest Airlines has always been known for providing a fun and positive environment for their team and they do the same for their customers. That’s why so many of us are loyal customers. And after a few tense moments, we were again free to roam around the cabin. Create a fun and positive place to work today.

 

Dame Olivia Newton-John (1948 – 2022): British-born Australian singer, actress, and activist.

A little care goes a long way...

 

Everyone want’s someone to care. And be fair. Especially at work.

 

·      People work hard

·      And want someone to notice.

·      To answer their questions and 

·      Help them discover what they need.

·      To be there and to show them they care.

 

A little care and concern go a long way. As consumers, we look for service workers who are looking to help – too often we see them talking to each other and ignoring us. Teach your employees to look for customers who are looking for help – you can see it in their eyes and body language and shouldn’t be ignored. Teach them to make eye contact, smile, and offer a warm greeting – that’s the basis of good customer service. And teach them to wish them well when they’re done and invite them to return. These are some of the common courtesies that people should offer to each other – simple, straight-forward, and effective. They’re the things we all look for and are more powerful than any loyalty program rewards. These are the little things that makes us feel good about what we’re doing. Don’t miss a chance to make a good impression on someone by showing you care today.

 

James Caan (1940 – 2022): American actor known for his film and television performances.

Pay it forward...

You want your employees to be engaged with their work, co-workers, and customers. That probably won’t happen unless you’re engaged with them.

 

·      Engaged in your work

·      Means active involvement.

·      If you want employees to act that way

·      Then you should act that way with them.

·      That’s like ‘what you sow, so shall you reap’.

 

Employee engagement is a big topic these days – companies want employees who will be engaged in their work. They hope that will happen because it says so in their handbooks and value statements. But it would be better if you modeled it for them. Meaning: you be engaged with your employees. Make time to get to know them beyond their job title and employee number, work with them to set expectations and objectives, learn what they need to be able to perform effectively, ask them for their suggestions, listen to them, catch them doing things right, and coach them when it’s needed. It's a two-way street: what you put into your employees is what you will get back from them. If you want them to smile: smile at them first; if you want them to treat customers right: treat them right first; if you want them to trust you and the company: trust in them first; and if you want them to act fairly: treat them fairly… first. What goes around comes around today.

 

Anthony Trollope (1815 – 1882): English novelist and civil servant of the Victorian era.

Keep your eyes on the stage...

“Each person is in the best seat.” John Cage

 

Take a seat. The show is about to begin.

 

·      Pay attention

·      To what’s important.

·      Stay actively engaged and

·      Get the most out of your life.

·      That’s your primary responsibility.

 

I’ve said it before, and I’ll say it again – the best job for you is the one you have; the challenge is to make it the one you love. You’re in the best seat in the house to observe what you want and need. Don’t be afraid to ask questions to learn more about the things that affect you and your work, watch how your job affects others and how their job affects yours, look for ways to improve how things work, and make appropriate suggestions. Contrary to what some think, that’s not brown-nosing – that’s being actively engaged in making sure you achieve the intended results. That’s really what you’re paid for – not just to do the work, but to make sure that you are effective. That’s your responsibility. Make the most of where you are today.

 

John Milton Cage Jr. (1912 – 1992): American composer, music theorist and one of the leading figures of the post-war avant-garde.

You don't get a second chance to make a good first impression...

We’re judged by what we know and do. And a little about who you are and what you have. Never forget that you’re always being judged.

 

·      People watch

·      What we do and say.

·      It’s the way they know

·      If we’re solid in every way.

·      So, be competent and confident.

 

Your leadership style and behavior are always on display. We’ve done hundreds of employee surveys and there’s a section on Supervisors and another on Management: the first deals how employees perceive their direct supervisor and the other is about their overall confidence in management. Because they deal with supervisors all the time, they get to know them and have lots of opportunities to assess their competence, confidence, and character. On the one hand, they get to judge them a lot, but on the other, they get a broad understanding of them and thus tend to forgive them if they make a mistake every now and then. But senior managers are seen less frequently and so it’s character that they mostly look for. Character in this instance means whether they make eye contact and take time to stop and say ‘hi’, and if they listen to what employees have to say. Surveys show that employees know and trust their more familiar supervisors and have less experience with and trust in the senior management team they see less of. As a senior leader, be aware that you need to make good first and lasting impressions on the employees you infrequently see, and that those are based on your humility – stopping and taking time to talk and listen, and your character – following up on what you see and hear. It’s a little thing, but then it’s the little things that count today.

 

Melanie Moushigian Koulouris: Armenian American writer, blogger, expressionist, and forever student of life.

Truthfulness and timeliness matter...

Today’s message (and this quote) could be about the state of our national politics. But alas, it’s about transparency in the workplace. 

 

·      Employees want fairness

·      And a chance to prove themselves.

·      They also want honest communications

·      To learn about what they need to get ahead.

·      Truth in feedback promotes the chance for success.

 

Let’s talk about performance reviews: most managers are uncomfortable doing them, and even more employees dislike getting them. Not because they aren’t useful or well-intended but rather because they often lack the honesty and timeliness needed to be useful.  One of the biggest problems is that these are usually done once a year, when the issues that need addressing are long since passed and often forgotten; they should be discussed in real time. When an employee does something right – let them know right then and there; when improvement is needed, there’s no time like the present, when facts and circumstance are fresh in everyone’s mind and the feedback, discussion, and coaching are most relevant. Waiting reduces the impact on that employee and their future performance – especially if that single subject gets lost in the jumble of a year’s worth of topics all combined in a single review. Keep a diary of both the positive and corrective discussions you have throughout the year, as a record of the discussions and your employee’s willingness to listen and learn. Then, if they make it to the end of the year the compound benefit of all those honest and helpful discussions can be extremely beneficial – to the employee, their co-workers, your customers, and the company’s overall performance. Improve employee behavior and performance one truth at a time, starting today.

 

Ida Bell Wells-Barnett (1862 – 1931): American investigative journalist, educator, and early leader in the civil rights movement. 

Serve the needs of others...

Servant leaders put the wellbeing of their employees first. That creates tremendous employee satisfaction and loyalty. 

 

·      Employee satisfaction

·      Drives customer satisfaction.

·      Happy employees make happy customers,

·      Which leads to improved performance and profitability.

·      Thus, it makes sense for companies to focus on their employees.

 

Servant leadership is not a leadership style or technique as such, it’s a way of behaving that you adopt over the long term. It’s built on the belief that the most effective leaders strive to serve others, rather than accrue power or control. The servant-leader is servant first - different from leader first: they are focused primarily on the growth and well-being of others. They are effective coaches and mentors, they listen more than they speak, and they say what they mean and mean what they say. They are emotionally intelligent, meaning they are self-aware and empathetic, caring about employee needs and perceptions.  Bottom line: employees thrive under servant leaders. This behavior is the natural follow up to claiming that your employees are your company’s most important asset. Sort of like putting your money where your mouth is. If you say you care, then do what’s best for your employee’s today.

 

Aristotle (384–322 BC): Greek philosopher and polymath who has been called the father of logic, biology, political science, zoology, embryology, natural law, scientific method, rhetoric, psychology, realism, criticism, individualism, teleology, and meteorology.