Fake

Darren Whitehead's January 8th talk on family is super and one of his points really applies in business too.

His early illustration is about Christmas cards. Christmas cards are great, but he complains they do not always communicate the truth.  For instance, some services offer a "head swap" where you can swap the head(s) of kids who are not smiling with another "head" that is smiling into your best photo so it appears everyone is part of one big, happy family.

He suggests the Christmas cards of the "perfect" family sharing their accomplishments for the year are kind of fake.  Their stories leave out the struggles and reality.  The cards are depressing because...
 

"You compare what you do know about your family with what you don't know about someone else's family. You're just sort of looking at the facade..."

We tend to give too much credit to some of our competitors, and great companies like Disney, Apple, and the Cheesecake Factory.  QUESTION:  Are we making the same mistake when considering our employees and client experience (company culture)?
 

Is it only our people who are not entering time in ConnectWise, Autotask, or other program daily so we can bill clients?
 
Is it only our tech who yells at a client?
 
Is it only our employees who do not have annual goals or any documented accountability to achieving significant results - just management-by-nagging?  ("Management-by-nagging" is intermittent whining, complaining and/or threatening employees rather than systematically managing them.)

THE GOOD NEWS:  Your competitors have the same company culture problems that you do, no matter how good they appear.  They are doing "head swaps" to look their best.  They are vulnerable.  You can beat them.

THE BAD NEWS:  You are not as perfect or as good as you appear to be at times.  You are vulnerable.  You can be beaten.

THE OPPORTUNITY:  Systematically improve your strengths so in those areas you are unbeatable.  Work on your weaknesses to eliminate them or at least make them competitive.

See Meetings Ideas for one approach.  Why fake it?  Do you really need "head swaps" to compete?  Overcome your company culture challenges by being an intentional, systematic, servant leader.

Don't miss our upcoming webinars.
 

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

As a leader, be careful to compare what you know about your employees' performance with what you do not know. Also, be careful NOT to compare what you know from personal experience as a shopper of your company's products or services with what you really do NOT know about how your clients are being treated by your people. Here are some ideas on how to discuss this with your team: 1.  What three areas of our client experience are our greatest strength, and why?  How can we confirm this without bias?  (In other words, if you feel your tech support is great, how can you listen in on a call without your people knowing you are there so you truly experience the quality of your services?) 2.  What three areas of client experience are our biggest weaknesses?  What is one thing (or a maximum of three) that we can do to instantly improve in this area? 3.  How can the changes we make to improve our strengths and weaknesses be measured and people held accountable moving forward? 4.  What are the three ways we make you, our employees, feel most valued?  How can we do those even better? 5.  What are the three things that make you believe the work you do for our company is meaningful to you personally?  What would make your work even more meaningful? If you need help, contact me.

It's Complicated

Early in the movie, Harry Potter and the Deathly Hallows: Part 2 (Part 1 was boring;  Part 2 was great), Harry is questioning Mr. Ollivander.  The wand maker responds, "It's complicated."

Months ago I asked my spiritual mentor, Father Thomas, a question and he had responded, "It's complicated."

As we start the new year, I suggest you more fully comprehend that much of what you do as a leader has complications.  Therefore there may be value in responding at times, "It's complicated."  It is certainly an understatement when you consider your responsibilities as a leader.

Here is why an "It's complicated" response may have value:

1.  It buys you time to think.  Maybe minutes.  It might be days.  Time also gives a situation the opportunity to develop further, emotions to subside, and new insights to reveal themselves.

2.  A delay in providing an answer can encourage the other person or people to think, and suggest their own solution or perspective.

3.  Starting with, "It's complicated," gives you the opportunity to teach multiple sides of an issue.  For instance, from the client's perspective, your company's objectives, and the desired result of the person asking the question.

Too often leaders allow themselves to forced act like a computer even though we have more control over our environment than a tool.  You enter a question in a computer and it instantly gives an answer.  Yes, often a quick answer is needed...  but is it ALWAYS needed immediately?

Have you ever considered how often the answer from the search on your computer is wrong?

That is because getting to the best answer is often complicated.

So maybe this week you should try answering a few questions with, "It's complicated.  What do you think?"  Then provide some perspective and encourage additional thought before deciding upon an action to take.

Don't miss our upcoming webinars.
 

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

Part of being an effective leader, whether you are the top dog or just a puppy getting started in business, is how you respond to people's demands on your time and authority. The "It's complicated" approach can be effective at many levels of your organization if it is used sparingly, sincerely, and the answer requested is provided within the timeframe promised. Here are some ideas on how to discuss this with your team: 1.  What questions or demands could a client make where an "It's complicated" response could provide a more positive experience?  What would that process look like?  Should you try it for a day, week or month? 2.  Think of a situation during the past week when someone has asked you a difficult question.  Could an initial response of, "It's complicated," have helped to better frame the conversation and possibly bring about a more positive resolution? 3.  Discuss recent situations that have seemed simple, yet are actually quite complex.  Although you may have had a "simple" or quick solution, there is a lot more going on.  Did your fast approach eliminate an opportunity to provide a better client experience, close additional sales, or identify a way to gain a competitive edge? If you need help, contact me.

Big Deal

This will be brief (holiday week).

I did a company culture SWOT with a great client last week in Reno, IQ Systems.  They are an impressive organization for many reasons, but I found it interesting that their management team last year made a group commitment to lose weight.  We did not dwell on how they did it, but it was clear the group accountability helped several of them to each  lose more than 50 pounds.

Are you tired?  Stressed out?  Do you want to live longer?  Maybe losing weight should be a top priority for you (and your team?) in 2012.

Zig Ziglar, the great salesman and motivational speaker, talked about his weight problem decades ago.  He made a commitment to lose one quarter of a pound a day.  He also dedicated himself to running or walking one more block for exercise each day.  (I don't know how long his route got before he stopped expanding it.)  He lost over 60 pounds and is still going strong.

Arlin Sorenson of HTG has lost 50 pounds over the past year and encourages others to do the same.  Wendy Gauntt of CIO Services lost 70 pounds in 2011.

I encourage you to make your health a #1 priority in 2012.  You are too special to let this situation slow or stop your ability to live life to its fullest.

Don't miss our upcoming webinars.
 

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

Whether it is weight loss, exercise, stopping smoking, alcoholism, or another health issue, put it on the table with your people as you finalize your key goals for 2012. An open conversation followed by commitment, accountability, and encouragement is how life transformation occurs when people are faced with this type of situation.  Here are a few brief ideas. 1.  Identify a potential issue you want to work on, but have an open discussion with your team.  Your people may want to focus on a different health-related challenge.  However, if you feel something is negatively affecting your people, then drive an optional program for them to embrace positive change in that area. 2.  Find people who have successfully overcome the issue and consider having them speak to your team over a series of meetings. 3.  Have a discussion with your employees.  If they were to choose one area of their health that they would like to focus on improving in 2012, what would it be? Have a great New Year's! If you need help, contact me.

Wonderful Life

I encourage you to watch the Christmas movie classic, It's a Wonderful Life, this week with your family and/or friends.

The storyline can be considered from many perspectives, including as a newer version of Dickens' story, A Christmas Carol.

My point is this:  When George Bailey is ultimately challenged to prove his worth or wealth as an individual it comes down to relationships, not money.

Our success as a leader is dependent on relationships more than anything else.  This starts with our faith, a relationship with God, however we define that to be, or our belief we all evolved from nothing.  Then our spouse and/or family.  Then friends, and I suggest fourth is work relationships.

As you approach 2012, what are you going to do differently to build stronger relationships?  In the end, that is all we have.  I suggest we focus on doing one thing more consistently, lovingly, creatively... BETTER than we did in 2011 with our key relationships.

If you are interested in the questions I am asking myself to commit to improving my relationships in 2012, see the Meeting Ideas below.

Merry Christmas, Happy Hanukkah, and Happy Holidays!

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

I hope you enjoy the movie, even if you have seen it dozens of times like me.  Too often relationships take a back seat to temporary stuff of lesser value.   Here are some thoughts to explore the idea of making relationships a key priority in 2012: 1. One of the greatest blessings we have in America is the freedom to pursue a faith in God as we individually define God (or not). This belief is the foundation for how we discern truth, ethics, and meaning in life. What is one thing to do differently in this area to make 2012 a year that is more meaningful to you? 2. What is the one behavior you can change that will make your relationship with your spouse or special other even better? 3. What can you do to create great memories with your children or other family members? 4. What is one action you can take to improve relationships with your direct reports at work?  What about with other coworkers? 5. What is one activity you can do to improve client relationships? You can add more questions, but keep in mind it is better to do a great job in a limited number of regular activities than an average or poor job on a longer list.     If you need help, contact me.

You Are Not Qualified

He was self-educated.  He failed in business.  As a matter of fact, he was still paying off debts when he died.  He lost elections to the U.S. Senate.  He had a relatively quiet demeanor.  His wife was a nut case.

Would you hire this guy?

This man was Abraham Lincoln, who served as the 16th President of the United States of America and is widely respected as one of the three greatest leaders we have ever had.

Why do I bring this up now, during Christmas?

Because President Lincoln could have believed others who said he was unqualified to be a great leader, but he did not.  I believe Lincoln took the time to clarify his vision, reinvigorate his healthy passion for his country, and maintain his perseverance on what would drive the greatest results.

Did President Lincoln know from experience how to stop slavery?  No.

Did President Lincoln know from experience how to reunite a nation that split and was amidst a civil war?  No.

Did President Lincoln know from experience how to persevere under extremely stressful conditions?  Yes.  Because the foundation of his vision for America was his faith in the Christ child of this season.  Based on his faith, he had a sacrificial love for his country and a vision to leverage the talents of others to reunite America against all odds.

1.  As you prepare for 2012, remind yourself of your passion to serve your clients, employees, and/or business in general.

2.  Decide what you love to do the most that can help your company achieve your vision to serve others.  Set clear, measurable Goals That Work, and plan now to prioritize time in 2012 to leverage your strengths.

3.  PAUSE and THINK:  You may not be qualified to achieve your 2012 vision, but you will succeed because of your preparation, passion, and persistence.

THE OTHER QUESTION:  Which of your employees is not qualified based on their past, but with mentoring you could tap their full potential? 

Maybe these people should be part of your leadership team's 2012 plan too.
Don't miss our upcoming webinars.

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

Get away to think on your own.  Then meet with others to get input on your plans.  Do not rush this process.  It is not a one hour pause.  It is a day or more without distractions. Here are some ideas for your individual Sanctuary time (alone time) or meeting with your group to confirm your 2012 objectives. 1.  Make certain your team understands how to write Goals That Work.  See my recent book, The Company Culture Challenge or email me. 2.  Confirm your passion to serve others - who, what, why, and how. 3.  Confirm what you like to do the most that enables you to transform the lives of clients, employees, vendors, and your community. 4.  What can you realistically achieve that you are "not qualified" to accomplish in 2012?  Why and how? 5.  Who at your firm should be mentored because they have the aptitude to succeed even though they may not have the experience or successful past you prefer. 6.  You only can accomplish so much in 2012.  Narrow your list to 3 BIG WINS.  They can be professional and personal.  Either way those wins will probably drive other successes. 7.  Offer your goals as "drafts" to your team.  Ask how the goals can be more realistic, clear, or measurable.  Seek how they can help.  Get them to take part-ownership in your pursuit of this meaningful work in 2012. Then enjoy the journey. If you need help, contact me.

Ticked Off Journal

A friend and mentor of mine keeps a Ticked Off Journal so when he is frustrated he can let off steam.  His journal is growing and he enjoys looking back on what made him angry.  (Are there trends?)  It is a positive experience for him, but is it the best use of his time?

What do you do when you are upset about something?  For example, I love politics but do not believe any of our presidential candidates have a real vision how to save our nation.  I jot notes on ideas or things I read that relate to how my vision could restore America's future.  A guy I used to know worked out at the gym (he got really big when he got divorced).

How do you move from Ticked Off to Positive Transformation?  What do you do to turn frustration into energy of integrity, new ideas, breakthrough visions, and game changing experiences that enable you to become a better leader and more personally fulfilled?

I suggest the answer varies based on the person, but as we approach 2012 there is something to gain when you consider and possibly adjust how you learn from frustrating situations.  Here are some quick considerations:

1.  Perspective:  What is the other person who upset you feeling?  How did they arrive at the conclusion (their version of truth) that led them to upset you?  What parts of their conclusion are correct that can help you?  Can you encourage them politely and respectfully to consider to someone else's content that has led you to a different conclusion?

2.  Learning:  What can you learn from this situation and apply for your benefit?

3.  Situational:  How can you avoid this type of situation in the future?

4.  Personal:  Should you avoid this person to save yourself time and aggravation?  (This might be difficult.  If you cannot avoid them, then you can be positive and try to communicate in the way the other person prefers to receive information.)

5.  Focus:  How can you stay focused on your key objectives for today and major goals for the year, rather than be distracted by something that ticks you off?

Don't miss our upcoming webinars.

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

This meeting idea is simple.  Consider the impact of situations that tick you off.  Is your response helping you grow personally and/or professionally, or is it negatively affecting you in any way? Consider this on your own, with a mentor, and then lastly, as a group discussion. If you need help, contact me.

Lawsuits Growing

Leaders are employers.  Therefore you need to fully comprehend the risk of not fully, systematically hiring, managing, developing, and retaining employees.  Here are just two examples:

1.  99,947 Charges of employment bias were filed during fiscal year 2011 with the U.S. Equal Employment Opportunity Commission (EEOC).  This is a new record.   Part of the problem is the economy has people trying to get money from former employers.  Another possible reason may be an increase in age-related claims and this is going to get worse because:

2.  The EEOC has approved a final regulation stating an employment practice that adversely impacts older workers is discriminatory unless the practice is justified by a "reasonable factor other than age" (RFOA).  This should increase age-related claims in the days ahead.

Are we having fun yet?  Need more?  Okay, just one:

3.  A timber company has to pay the family of a truck driver killed in a 2008 accident in Arkansas $7 million in damages because the company did NOT do a basic background check before hiring the truck driver who caused the accident.  If they had done a search, it would have revealed a history of unsafe driving that included having his license being revoked twice.
  
That jury award, if not just the trial costs alone, would put many of us out of business.

I know you do not have any extra time, but moving into 2012 PLEASE invest some time to improve your systems for hiring, managing, developing, and retaining your people.

MINIMUM EFFORT:  Buy a copy of my latest book with Rob Betzel, The Company Culture Challenge and make one improvement a quarter.  Now on sale at Amazon for only $11.10!

MEDIUM EFFORT:  Engage me or someone else as a coach to hold you accountable to improving your leadership skills and processes so you avoid lawsuits, lost productivity, and having a toxic workplace.
 
MAXIMUM EFFORT:  Sign-up now for our STORY program of one year of coaching to implement The Company Culture Challenge and video development to promote your company.  There are only 4 openings left in this program.  Email me for details.

Don't miss our upcoming webinars.

Be an Intentional, Systematic, Servant Leader.

David Russell, CEO

Success With People, Inc.
MANAGEtoWIN, Inc.

MEETING IDEAS

Ask yourself or your people the following questions to see if these situations are occuring or could happen in your organization.  All of them are actual costly employee issues that have occurred with my clients before they began working with me.   1. Hiring.  During the past year, have you hired someone:       - Who is no longer working for you?     - Without a background check and it has cost you?     - And they did not show-up the first day of work?     - Who was a different person than they were in the interviews?     - Is not working out as expected. If any of these are true for you, or other problems have occurred, then attend our free Hire The Best Avoid The Rest webinar on December 20. 2. Managing.  Have you experienced any of the following situations?    - Billable resources do not enter time daily in your system?    - You have to write-off a substantial amount of time billed to clients?    - Employees show-up late or leave early?    - Employees could be more productive (with some people this is more significant than with others)    - You have long-term employees that you would not hire today? 3. Developing.  Your people need to understand their future to be fully engaged.  Do any of these statements describe your company?    - We do not have career paths.    - We do not have mentors (other than our boss).    - We do not have clear measurable goals for each employee (financial, client experience, and professional development) nor a consistent accountability and follow-up system for goals. 4. Retaining.  Retention is a game of keeping great employees and moving others along in life to work for someone else.  Do any of these statements describe your company?      - We do not do retention interviews (what's that?).    - We do not have written expectations for behavior.    - We do not do annual performance reviews.    - I do not know the personal preferences for recognition of each employee. If you need help, contact me.