Wanted: Real Leaders

I live in Canada and we had our second national election in two years this week. The government spent over $600M CDN on an election that resulted in absolutely no change in power or the configuration of our national political landscape. 

Like many parts of the world, we are experiencing the fourth covid wave yet my government felt it necessary to hold an election no one could afford to garner no new results. Why is that? It's simple - power. The ruling party - the Liberals under leader Justin Trudeau - wanted a majority government so they could run the country however they wanted with no opposition. 

Great leaders wanted 

They got another minority government which means the other parties can influence decisions. It also means, we are in the exact same place we were before this election. Additionally, word is that we may have another election in less than two years while the two biggest parties continue to lob mud at each other getting nothing accomplished during a pandemic. 

The topic of what makes a great leader has been debated since humans could say the word. When you think of the values a mentor has brought to you, it's often those intangible aspects which are more difficult to define. It's tough to be thrown into a new role when you may be good at the work but not as well versed at the people part. 

It's about the math

It’s easy to point to those who have handled leadership with grace but it's not a skill you learn in short order. And it can certainly be a balancing act when the company continually reminds you profit is the goal. That is even more complex when discussing political leadership of a democratic country when the Liberals won the election with less votes than the Conservatives where each got about 30% of the 65% of registered voters. Just imagine running a company with those metrics.

Words such as power and fear may be the reasons why strong balanced leadership is often as rare as great customer service. But despite the election this week that changed nothing, I am proud that I have the privilege to vote which is not something all humans have the ability to do. While politicians and pontificators throw jabs, I have an idea. 

 Let's be kind to each other.

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Take 5

It's a simple group exercise. Each person has five minutes to make note of as many of their interests and/or abilities as they can. Then share it with the team. The lists usually begin with work items but eventually get to personal interests and passions.

The purpose of this five minute exercise is to hit re-set and help everyone remember that outside world they've been told to leave at the door.

The results may surprise you.
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Lead Don't Boss

Allow others to inspire. Find the how. Get out of their way. Be present even during challenging times. Have clear expectations. Don't expect to ever have all the answers.

Helping others is a privilege. Back your people up. Be bold. Never stop learning. Open door policies are for those who mean it. Don’t hide behind busy. It’s their career too.

Be inquisitive. Invest at least half of your time helping people. Hire passion. A team is more than celebrating victories. Don’t be a boss. Listen.

Don’t hide when your people need you. Grow their strengths. Let them shine. Be fair. Get to know what motivates everyone on your team. Seek guidance from those who are committed to helping you grow.

Customer service begins with you. Never settle. Understand that it will be the most rewarding work you’ll ever have the privilege to do.

And it won't be listed on your business card.
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Beliefs and Actions of a Great Leader

He remains consistent. She makes people her top priority. He asks for help.
She manages up. He encourages differing points of view.

She ensures a collaborative culture.

He clearly articulates vision. She understands internal customer service is directly related to external customer service. He owns setbacks and shares victories.

She doesn't need to always be right. He knows it's not a straight road.
He knows culture will build revenue. She doesn't need to have the final say.

He eliminates favoritism. She sets realistic boundaries. He explains the tough decisions.
She remains fair. He doesn't manage, he leads. She holds herself accountable.

He holds the team accountable. She can apologize.
She leads by example. He possesses vision for now and the future.

She believes clear communication is critical.

He gives at least a quarter of his time to helping his people.
She challenges comfort zone especially her own.

He accepts full responsibility.
She remains humble but confident.

He gives great internal customer service.

She stays focused on goals not emotions. He shares the victories and the challenges.
He asks for the same efforts he gives them. She never stops learning.
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Gimme Five

It's a simple group exercise. Each person has five minutes to make note of as many of their interests and/or abilities as they can. Then share it with the team. The lists usually begin with work items but eventually get to personal interests and passions.

The purpose of this five minute exercise is to hit re-set and help everyone remember that outside world they've been told to leave at the door.

The results may surprise you.
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Six Important Words

We all have tools to choose from but let's not forget to focus on people. Much has been and will be said and written about the social web; we can't forget the human web.

Business owners and managers may understand that certain tactics and channels will help their business but through research, data, and measurement, we can look at outcomes more accurately.

It takes more than counting beans

Having lots of "likes" on your Facebook group, comments on your Instagram post, views on Snapchat, and a lot of page views on your website without commitment to engage your customers won't magically bring in revenue.

And it begins by engaging your own people. Strong internal customer service happens long before anyone outside your company even cares.

Do you know how you help?
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A Couple of Dozen Thoughts for Leaders

Allow others to inspire. Find the how. Get out of their way. Be present even during challenging times. Have clear expectations. Don't expect to ever have all the answers.

Helping others is a privilege. Back your people up. Be bold. Never stop learning. Open door policies are for those who mean it. Don’t hide behind busy. It’s their career too.

Be inquisitive. Invest at least half of your time helping people. Hire passion. A team is more than celebrating victories. Don’t be a boss. Listen.

Don’t hide when your people need you. Grow their strengths. Let them shine. Be fair. Get to know what motivates your people. Seek guidance from those who are committed to helping you grow.

Customer service begins with you. Never settle. Understand that it will be the most rewarding work you’ll ever have the privilege to do.

And it won't be listed on your business card.
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Before They Are Customers

You want to take your significant other out for a nice dinner. Maybe you'll check out that new steak place? They claim they have best Kobe beef this side of Tokyo. Decision made. Reservation for 7:30.

What they didn’t tell you in the advertising was that there is a mandatory $10 parking fee. A bit annoying and scam-like. Still not fazed, you head inside. You are met at the threshold with a line-up. Not a bad thing, it means this new place is doing well and you’re not worried, you have a reservation.

Service On Hold

At 7:45, you inquire with the snappy dressed guy at the front if your table is ready. He doesn’t take his eyes of the calculus that is the restaurant floor plan and barks that the kitchen is busy, they are new, and all reservations are 30 minutes behind.

It’s a nice night out, why spoil it with complaints so you go back to the bench and wait quietly. Several minutes later a woman approaches you with two white cards. On one side is the restaurant’s logo and on the other is a questionnaire.

Survey Says

They want to know your demographic, how you found out about the place, how many times you go out for a meal each month, how much alcohol you consume in a year, and for your trouble your name is put in a draw for one free dessert on your next trip - if you go to their website and register.

It’s 8:43 and burgers sound good about now.

Before getting caught up in metrics, surveys, and coupons, be careful people don't walk out before you get a chance to help them as customers.

Let them try it before asking their opinion.
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Creating Urgency

We clever humans have tried to fool, cajole, and urge each other to buy things since we showed up on this dust bowl called Earth. Limited time offer, we only have three left on the lot, the sale ends Thursday, one-time exclusive, once in a lifetime opportunity, the list goes on. We try to get each other's attention through the tactic of scarcity.

Our collective busy never seems to subside. We're constantly checking our mobile devices, refreshing the page, ensuring there are no new emails, and all the while our lives are flying by at the speed of that new mobile device that can send presentations to Japan in three seconds.

Slow down

Perhaps it's age; maybe perspective, but I feel myself slowing down. My work ethic hasn't waned; my desire to learn new things hasn't subsided; but a quiet Saturday morning with coffee and music is now just as - if not more - important than answering another email.

To say the world is a busier place today than it was even few years ago in some ways may be a safe assessment. All you need to do is walk through an major airport around 7 on any Monday morning and you can see the mayhem that is business travel. But the lingering question remains as we check our mobile devices at traffic lights and push our way to the connecting flight...

Are we actually getting any more done?
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Leading Your Culture Plan

Think back to your best bosses or beloved mentors. Did they remind you of all the doom and gloom? Was it their quest to constantly point out and highlight your flaws and shortcomings? Or did they steer you to focus on your strengths and talents?

Businesses, as with each of us, have plans in place to succeed. No one makes a habit of navigating their work into the proverbial rocks. Yet it happens.

It’s not that we make a plan; it’s that we may not even have the challenges facing in the direction. Whatever gets our attention gets our energy. We often see companies that are risk averse or investors who don't want to lose more money.

Mean What We Do

Imagine you’re at an amusement park enjoying a summer afternoon eating junk food, playing games and enjoying some rides with friends. Suddenly you hear a man yelling. As you get closer, you see he is actually screaming at his two young children. As you get closer still, you can make out what he’s saying; “Get on that ride and have fun!” What do you imagine is the kids reaction?

Having a plan that is flexible is essential. But often we can do what we think we need to do and remain stuck. As leaders, we can push our people to work harder without really knowing that we’re even working in the right direction. Activity and progress can get lost in our pursuit to improve. If our plan is flawed, changing the tactics may not help.

Are your best laid plans and your goals aligned?
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Kneale Mann | Leadership and Culture strategist, writer, speaker, executive coach engaging leaders, collaborative teams, and strong business results.

formspring

A 12-Step Program for Leaders

We like lists. They’re nice and tidy. We can agree or argue over the content or order, but they certainly start conversations. They could be the 10 best restaurants in Philadelphia, the most desirable countries in which to live, the biggest sporting breakdowns in history, etc.

As someone who loves helping and coaching leaders, I thought it was time for another list. Argue, discuss, debunk, or perhaps make your own list for leaders.

These are in no particular order...

• It begins inside us
• We're not supposed to have all the answers
• Understand what we need and then ask what they need
• Bring our life to work so we can bring our work to life
• What got us here won’t get us there
• Reserve at least 30% of our time to help our team, group, department
• Our best work is ahead of us
• Internal customer service begins with us
• Leadership is verb
• Understand collaboration is keeping our mind open to others’ ideas and input
• We must make time for think time
• There are many I’s in team – inspire, insight, include, integrate, idea
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Kneale Mann | Leadership and Culture Strategist, Writer, Speaker, Executive Coach engaging leaders to build successful talent and profitable business.

keaggy

Customer Service in Two Steps

If you were to ask everyone you know if they enjoyed receiving great customer service, the suspicion is most (all) would say yes. If you asked them if they received great customer service 100% of the time, the suspicion is most (all) would say no.

If you asked them if they would enjoy working in a company which supports value-based collaborative culture, most (all) would say yes. Then ask how many have experienced or experience it in their career, and far too many would say no.

Add it up...

So if all of those facts were true, do the math, some of us are giving less than great customer service or failing to create strong company culture. So how do we fix that and work to toward what we say we want?

Here are two suggestions: 

Provide superior customer service to your customers, your partners, and your team through strong leadership, culture, and communication.

Then repeat daily.
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Kneale Mann | Leadership and Culture Strategist, Writer, Speaker, Executive Coach engaging leaders to build successful talent and profitable business.

wired

Collusion or Commiseration?

While waiting for a client this week in a coffee shop, I couldn't help but hear the couple right beside me talking about work. They didn't seem upset per se but the conversation got a bit loud and heated.

It appeared the topic of the conversation was about the people in their company. Apparently someone in the office is upset because she works too many hours while the other guy isn't in the office enough and the boss hasn't looked at the new forms. My client arrived and we moved on to our own conversation.

The Three Circles

You may be familiar with the theory of three sides to every story - your version, my version, and the truth. So what was really going on in their chat and how often does this happen? Well I’ll propose the true story could be better told if they knew the whole picture and this happens far too often.

In a recent Forbes article entitled Why Are so Many Employees Disengaged, Victor Lipman outlines that the United States Bureau of National Affairs estimates US businesses lose about $11 billion each year due to employee turnover. There are various data that estimate the loss in productivity in North American businesses due to disengaged employees is approaching a trillion dollars annually.

Refills and Retorts

Widen that scope to a global snapshot and the numbers get worse. It's not always obvious, it often comes in small increments difficult to measure. A sick day here, a stab in the back there, an off-site chat here, and suddenly it adds up to a malaise or unhappiness which affects careers, culture, and bottom lines.

This isn't to suggest the two people at the coffee shop are ready to walk but imagine how much productivity is lost by their chat then multiple it by the millions of similar chats all over the world every day. We all need to blow off steam and not everyone will collaborate the way we want them to, but if you’re in a leadership role it’s imperative to understand revenue is driven by much more than sales calls.

If you are the leader, get used to the team talking about you behind your back and not agreeing with every decision but if you treat them fairly and openly, I like your chances.

Open that door a little wider and pass the sugar.

Kneale Mann | Leadership and Culture Strategist, Writer, Speaker, Executive Coach helping leaders create dynamic culture and improved results.

uaproperty

Attributes of a Great Leader

He remains consistent. She makes people her top priority. He asks for help.
She manages up. He encourages differing points of view.

She ensures a collaborative culture.

She clearly articulates vision. He understands internal customer service is directly related to external customer service. She owns setbacks and shares victories.

He doesn't need to always be right. She knows it's not a straight road.

He knows culture will build revenue. She doesn't need to have the final say.
He eliminates favoritism. She sets realistic boundaries. He explains the tough decisions.

She remains fair. He doesn't manage, he leads. She holds herself accountable.
He holds the team accountable. She can apologize.

She leads by example. He possesses vision for now and the future.
She believes clear communication is critical.

He gives at least a quarter of his time to helping his people. She challenges comfort zone especially her own. He accepts full responsibility. She remains humble but confident. He gives great internal customer service.

She stays focused on goals not emotions. He shares the victories and the challenges.

He asks for the same efforts he gives them. She never stops learning.

Kneale Mann

vows

Your Leadership Review

There's an annual event that everyone seems to think is crucial yet few look forward to enduring and that is the annual performance review. This delightful 45-minute meeting consists of a discussion of how one of the people in the room has performed for the past twelve months. There's precious other time during the year to focus on people so keep it to a chit chat once a year then get back to work.

Some companies engage in a form that is to be filled out by the employee prior to the meeting and then reviewed with their manager. The time spent on strengths is often paled by those items that require more attention or the weaknesses. If you ask most people, they would agree they should work on getting better at what they don't do well. But how often do we do what we can to find more time to do what we do well?

They Won't Wait

Your customers and your team don't wait for an annual appraisal form on your work. They make judgements all the time. But they often don't tell you if they're are unhappy. In some cases they just leave. Or worse, tell everyone about the experience.

So review your leadership strengths and decide whether you are waiting for the feedback or being proactive to ensure superior internal customer service, discussion of performance and strengths, while providing greater external customer service.

Your leadership review is a daily event.

Kneale Mann

arividam

A Year From Now

Each morning on Twitter, I post a lyric, quote, saying, thought, quip, or idea.

Here’s the list from December 2012

We can't control others' perceptions. Make time for life time. You don't need eyes to see, you need vision (Maxi Jazz)

If you want expand your scope, meet a minimum of five new people this week. Shut out the naysayers, especially the ones in your head. If you can dream it, you can do it. (Walt Disney)

If you want to help others, discover what drives you. If you want to inspire others, let them in. One of the interesting things about success is that we think we know what it means. (Alain de Botton)

Focus on what you want, not what others think you should want. Are you telling your story or someone else's story?

Never underestimate the power of asking why. The things you are looking for will never be found inside the four walls of your comfort zone. (Mandy Hale) How can you improve your company's internal customer service?

Today is whatever I want it to mean. (Beth Orton) What's on your to-done list this week that will help you grow?

You don't want to be considered the best. Often our biggest obstacle is ourselves. You want to be considered the only one who does what you do. (Jerry Garcia)

Leadership is a verb.

Do something for someone today even if they don't know it was you.A year from now, you will wish you had started today. (Karen Lamb)

Follow your curiosity. (Einstein) Review what worked. Learn from what didn't. Bring forward what you want. Never underestimate the power of teamwork.

Find the quiet and you’ll find your voice.

Kneale Mann

espn

Twenty-Three Leadership Ideas

It's been said repeatedly that leadership is not a job title and doesn’t materialize on a company’s org chart. It comes from communication and compassion about helping people grow. It thrives through action.

You don't acquire leadership with a pay raise or VP stripes. It requires daily focus and comes from inside you. Leadership is necessary from all stakeholders. You probably do most of these but here are some suggestions as you navigate your day.

Allow others to inspire. Find the how. Be present even during challenging times Have clear expectations. Don’t expect to ever have all the answers. Helping others is a privilege. Back your people up.Be bold. Never stop learning. Open door policies are for those who mean it. Don’t hide behind busy.

It’s their career too. Invest a minimum of 50% of your time helping people.
Be inquisitive. A team is more than celebrating victories. Lead don't boss.

Listen. Don’t hide when your people need you. Seek guidance from those who are committed to helping you grow. Customer service begins with you. Help grow their strengths. Be fair. Get to know what motivates your people.

Leadership may be the most rewarding work we will ever do. But we won't find it on our business card.

Kneale Mann

2012 Top 10 - March 2012 | freefoto

Your Team in Five Minutes

It's a simple group exercise. Each person has five minutes to make note of as many of their interests and/or abilities as they can. Then share it with the team. The lists usually begin with work items but eventually get to personal interests and passions.

The purpose of this five minute exercise is to hit re-set and help everyone remember that outside world they've been told to leave at the door.

The results will surprise you.

Kneale Mann

istock

Your Communication Challenge

Beyond job descriptions and organizational charts, strong leadership, communication, and presentation skills are critical for business success. In an era when there can be four generations within your company, the old model of corporate communications is changing and challenging.

In order for companies to tap into the knowledge and expertise of all stakeholders, it is imperative to provide training and experience for them to lead now and in the future.

Follow the Money

Every organization wants strong revenue and growth but it begins with your internal customer service between each person within the company. This is as important as ensuring there is a healthy sales funnel and strong external customer engagement.

Skip Weisman, a workplace communication manager, conducted a survey of 200 executives from large corporations to small business owners. They were asked specifically about their communications skills. Seventy percent believe they need to adjust their approach to how they communicate to improve motivation of their teams.

Inside and Out

Infrequent communication from leadership can have an adverse reaction to your customers as well. If employees are unclear about your company’s story, clients and partners can receive mixed messages which may negatively affect enterprise health. Some may think this is only necessary to sales, marketing, and public relations’ roles, but it’s imperative for everyone on your team.

Consistency can go a long way to improving leadership and communication within your culture. If you remain open to suggestions, make clear decisions, and speak in plain language, your internal customer service will thrive.

Check the Survey

Boris Groysberg and Michael Slind recently published an article in the Harvard Business Review entitled “Changing the Conversation in Your Company” where they discussed the results of a survey they conducted with about thirty leaders of various sized companies ranging from manufacturing to health care to financial services.

Respondents outlined where they wanted to grow. One of the key areas is narrowing the gap between leadership and employees and rethinking the traditional top-down approach. Another element leaders outlined in the survey was promoting a two-way dialogue with everyone in the organization.

Boss Says

All too often, the manager will send an email which outlines a new initiative. This proposal may be beneficial to all involved but without that ongoing conversation, adoption may be less than optimal. Keep everyone in the loop as much as possible.

An additional opportunity to improve communication within your organization is delivering sharper and clearer presentations. As I often outline to teams, you’re not doing a slide show but rather presenting your ideas.

Slide Shows Begone

Think about how many meetings and presentations you attend on an annual basis and now earmark the memorable ones. When a great idea is presented to us well, we may make time for it. But if we present all of our ideas with the same tone and message, they will all be weighted the same and progress can suffer.

Strong communication and presentation skills help leaders serve internal and external customers more effectively, become better listeners, and provide exemplary service inside and outside of their organizations.

I can help, let's chat. 

Kneale Mann

istock

Is Customer Service an Endangered Species?

If you work somewhere, you have customers. Even if you are eight levels away from actual paying clients, you are part of the equation. Which means you have a chance to improve or diminish the experience each and every customer has with your company. We are also customers of each other inside our companies. I call it internal customer service. Without it, external customer service will forever be a challenge.

We all want great service but clearly we don't always get it. Why is that? Is it because good enough will do for most people? Is it because the fear of actually stopping and doing a great job will cost you more than the profit made from that customer?

Money Talks

Perhaps most companies think we’ll be satisfied with what we get and keep coming back for more. Maybe we don't know any better. Maybe we just don't care. We all mess up, we all make mistakes, but when it becomes a pattern, there is cause for concern.

The best tactic is to vote with our wallet. But with some companies it certainly makes one wonder if customer service is something that should be relegated to annual reports, marketing collateral and coffee mugs.

If you want to establish a competitive edge, provide great leadership and service. Then you can take some chances.

Kneale Mann

cartoonchurch