Are Your Systems Stupid?
By · CommentsEvery company has them–they’re the reason why we love Dilbert, laugh at The Office, yell at the auto attendant in “customer service,” who “can’t understand our response,” and can’t wait to tell our friends and co-workers, “You won’t believe what happened to me today.” Or, in the case of people like me, blog about them.
Well, this morning I ran into a couple of different stupid systems. The first one was/is a simple, but silly one. Yesterday, we had a major rain and lighting storm here in the DC area and the only thing affected in our home was the router we use with Verizon FiOS. 
I used the router before the storm and all was fine. But after the lightning strike near our home, it didn’t work. After waiting a half hour and then doing everything I knew I’d be asked to do, the customer support person (after another half hour) agreed and said he’d send out a replacement router that should be to me today. Fine.
So, what do you think happened this morning? Exactly! I got an automated voice message telling me that I can track my package by going to www.ups.com. HELLO! If I could go to www.ups.com I wouldn’t need a new router!!! Stupid system (Note: I do have an iPhone so I could track it that way but the system–on their end–doesn’t know that. So the PROGRAMMED message on their end should have first of all told me when the package was sent and when it should be arriving and then should have said, “And if you have an alternative way of tracking packages online, you may do so by going to www.ups.com and entering the following tracking code).
In addition, the auto attendant quickly gave me a long string of 18 numbers and letters to use to track the package–with no option of repeating the numbers. HELLO! Do they really expect that everyone who answers their phone does so next to a pad of paper with a pen that actually works? Or do they really believe that everyone who writes down 18 numbers and letters, gets them correct the first time they hear them? Buzz! Stupid system.
But the funnier one to me was from Citigroup. Citi called because they thought we had a fraudulent charge made on our card with them last evening (good system). When I confirmed the charge, the fraud specialist asked if I had any other questions, which I did. 
So I said, “Yes, it’s not a big deal, but I’ve wondered for awhile why Citi raised my interest rate last year. If you look at my account you’ll see I pay off my bill every month so it’s not a big deal, but as a good customer, I thought it was pretty ridiculous to raise my interest rate to 23.9% when I always pay my bills on time.” He said, “Great question. Let me transfer you to customer service.”
When I got on with phone with customer service, it all went downhill. When I asked him my interest rate question he said, “Let me look into that.” When I said, “Well, since I get 7-10 credit card offers a week and everyone–including you at Citi–offers me between 9.99% and 13.24%, it seems that you ought to be able to reduce my rate.” “Yes, Mr. Johnson.” “Okay, so what does that mean?” “We’ll take care of you.” “What does that mean?” “Just trust that we’ll take care of you.” “Okay, but what does that mean….” He said, “Just call us back and we’ll make an adjustment in your rate.” So, why do I have to call back? Can’t we do that now?” Yada yada yada. Stupid system.
I then went on and said, “Okay, I’m looking at an offer from Citi, your company, right now. You just sent me an offer that if I open up a Citi Diamond Preferred Rewards Card (the same one I currently have) you will give me a $50 gift card, 2 Thank You Points for every $1 I spend for the next twelve months, 0% interest on transfers in, 0% APR on new purchases until 2/11 and a 9.9% APR today. In other words, if I stay faithful I get nothing. But if I open up a new card with Citi (the exact same card that I already have with you) I get all this.” Yes.” “So, why should I remain loyal?” Stupid system.
Now, my point is not to beat up on Verizon and Citi, because, as I said at the beginning, we all have stupid systems. Instead, my point is to remind you (and me) that we all have them. And while neither of these is enough to cause me to leave either company (hey, they just happened in the last hour or so), there are plenty of stupid systems that do cause customers to leave–and that’s both a tragedy and a fiscal nightmare.
In light of that, as you look at your own company, where are your stupid systems? What systems do you have in place that customers don’t like? Or what systems do they complain about that you haven’t fixed? Remember, what you think is irrelevant. It’s all about what customers think.
So, what stupid systems do you need to change?
To your accelerated success!
P.S. This is a great exercise to do with your staff–and with your customers.
If You Want to Lead Well, Be Among Your People
By · CommentsA recent conversation highlighted one of the more common mistakes leaders make, especially once they get past 15 or more employees–they stop hanging out with their people–which is both understandable … and disastrous.
It’s understandable because leaders lead through their leaders/direct reports. Between meetings and working with and through their direct reports, there’s often very little time left over. Plus, most leaders feel like they’re undercutting their leaders/direct reports if they “go behind the leader’s back” and talk to employees one or two levels down the org chart.
On the other hand, this is disastrous because what gives leaders power isn’t their position but the will of “the people”. And what drives the will of “the people,” or what causes them to want to give power to a leader, is their belief that the leader understands them, cares for them, feels for them, “gets them.”
One of my favorite studies on this subject is related to who wins the election for President of the United States. In every election over the past sixty years, the person who won the election has been the person with the highest “likeability quotient.” For example, JFK over Nixon. LBJ over Humphrey. Regan over Dukakis. Clinton over Bush I. Bush II over Gore and Kerry. Obama over McCain. In other words, forget politics and policies, most people, when they’re in an election booth and have to make a choice, tend to vote for whomever they “like” the most.
In other words, whenever “the people” feel like someone “gets them,” they willingly give power over to that person. But whenever they feel that someone is elitist or doesn’t get them or understand them and their issues, power leaves. Putting politics aside, this is one of the major issues confronting our current president, Barack Obama.
President Obama was voted in on a populist platform where people felt like he understood them and their issues. Unfortunately, two years later, his poll ratings are down almost 20 points, with a higher disapproval rating than an approval rating. Why? For a number of reasons, but if you listen to the comments most people make it’s that they feel he’s “out of touch,” he doesn’t “understand them,” he doesn’t “know what matters to them anymore,” he’s “elitist,” etc.
This same thing happens to owners and CEOs of small and medium-sized businesses all the time. As they grow, they spend all their time with senior executives or their top team or with investors or board members, etc. And then they wonder why their people don’t follow them like they used to. Hello?
Great leaders know they have to frequently be among “the people”. This is why Managing by Wandering Around (MBWA) was such a powerful concept. And I’ve watched it literally transform companies and organizations–small and large. There’s something very powerful that happens when the people of a business or organization feel connected to their leader.
In fact, I was just talking to one of my daughters the other day about her former principal, Suzanne Maxey, whom we all loved. She transformed a school. And one of the ways she did it was she was “among the people.” And she didn’t just show up at events, she valued the input of the students she interacted with (as well as faculty). She “got them.”
In fact, one of my daughter’s favorite practices of Suzanne was that she would often get on the intercom and say something like, “Okay, whoever is in the second row, third seat from the front, please report to the auditorium.” The students would file down to the auditorium and then she’d ask them questions and seek their input (i.e. she held randomly selected focus groups). Suzanne led well for a number of reasons, but one of them was that she was “among the people.” Unfortunately, some of the other principals who have come before her and after her, missed this lesson–to the detriment of the school.
At the end of the day, positional power can only get a leader so far (just ask Tony Howard of BP). What makes a great leader great is that they have referential power; that is, power willingly bestowed upon them–not because of position, but because of choice. And what drives that choice? It’s the belief by “the people” that their leader gets them, likes them, cares for them and understands them.
It doesn’t matter whether you’re running a tech company with $15M in revenue or a multi-national consumer products company with $15B in revenue. If you want to lead well, you need to be among your people. And not just physically, they need to feel you value them, hear them, and understand them.
So, how are you doing at this? How much time each week do you spend with people “down the org chart”? How much time do you spend doing MBWA? How much do your people like you? How much do you like them? What are their major concerns right now? How are you addressing them? Do you “get them”? Do they feel the same?
Remember, if you want to lead well, be among the people. You can’t lead well from a distance. If you’re only meeting with your top level people, you’re missing out. You need to be among the people if you really want to enter the ranks of being a great leader.
To your accelerated success!
Is Your Model Still Right?
By · CommentsI was talking with someone earlier this week and the conversation got started something like this. “I have this process I’ve been trying to get people to buy in to but I’m having trouble getting more people to buy it.” Sound familiar?
My first question to him was, “You’ve started this by defining a process/product. But, for a moment, let’s forget about that and go back to the beginning and ask, ‘What’s your objective for this process?’ In other words, what do you want to produce when people are finished going through their experience with you?”
After he told me his answer I said, “Well, if what you want to produce is [X], then it seems to me that you have the wrong model.” In other words, he did what most people do, he created a model of what he thought people needed–and then set out to try to convince those same people that what they needed was what he was offering (which, of course, is the wrong way to do this).
Moreover, the model that he was using, was counterproductive. Because of the way the process was designed, it made it virtually impossible for him to attract the very kinds of people he wanted to attract. So instead of being able to attract the very best possible pool of customers, the reality was he was left with less than his optimal target market.
But he’s not alone. I find this same kind of experience in business after business. We design what we think customers’ need vs. what they want (and passionately want). We try to push marketing out to them in order to convince them that they have a need they don’t know they have. And we create processes that make it difficult for our optimal customers to use us. In other words, his story is often our story.
So, when was the last time you took a good look at your business model? Is it the right model? Does it really produce the results you want? Does it really drive the kind of outcomes you desire? Is it scalable? Is it still the right model moving forward? Remember, the world is constantly changing. The model that worked last year or last decade, may not be the right model for today–and even more importantly–for tomorrow!
If you haven’t done this recently, may I encourage you to take some time this week and evaluate your business model. I don’t know what the end result of your review will be–but I do know that the conversation I mentioned above caused me to go back and look at my own model–and yes, you guessed right–I had to make some changes to my model. My guess is that most of us do. So, when will you sit down and ask yourself the questions in the paragraph above?
To your accelerated success!
Need Some Inspiration?
By · CommentsIf you’re at all like me, chances are you have some favorite quotes that you return to over an over again to pick you up and get your headed in the right direction.
I remember, shortly after my board coup several years ago, the movie “Rocky Balboa” came out and in the middle of the movie, Rocky made the following comment to his son,
“It ain’t about how hard you’re hit. It’s about how hard you can get hit and keep moving forward. How much you can take and keep moving forward–that’s how winning is done!”
I immediately put that quote up on my credenza and still look at it to this day. To me, that’s the power of a great quote. In just a few words, it can say so much.
In light of that, over the July 4th weekend, I decided to create my own favorite quote site. As a consultant and professional speaker, I’m regularly on the look out for great quotes. So, rather than horde them for myself, in the spirit of Tom Peters (when you go to the site, you’ll understand that comment), I’ve decided to make them available to everyone.
So, rather than bore you with more content, let me encourage you to go to the site and read some great inspirational business-oriented quotes. I think you’ll enjoy them! Oh, and the URL is pretty easy to remember
Note: I just created the site Saturday evening so some of the topics only have a few quotes, while others have quite a few. But over time, the approximately 400 quotes will grow. The site is still under 48 hours old. Just bookmark it and return to it whenever you either need some inspiration or you’re putting together a talk or training session and need the perfect quote to make the perfect point.
To your accelerated success!
Always Apologize!
By · CommentsI don’t know if you’ve read any of my posts on my new blog called Letters for My Daughters (where I’m writing a series of life lessons to pass on to them as they make their journey from home to life on their own), but I wrote one the other day on the title above and thought I ought to address the same idea (not the same content :-) with you.
Why? Because it’s a mistake I see a lot of leaders make (i.e. they don’t apologize–or apologize enough–or apologize soon enough) and they all pay a price for that. It doesn’t matter if you’re the President of the United States or the CEO of a global company (BP anyone?) or the Senior Pastor of a large church or the Managing Partner of a large law firm or the Executive Director of a Non-Profit/Association or the Owner of a five person professional services firm. Most leaders don’t get this–and it’s a mistake.
In the post to my daughters I mention that Leroy Jethro Gibbs (the main character on NCIS if you don’t watch the show) is wrong. His opinion is that apologizing is a sign of weakness and you should never do it. I respectfully disagree. Apologizing isn’t a sign of weakness, it’s a sign of strength. And great leaders get this.
In Marshall Goldsmith’s wonderful book on leadership, What Got You Here Won’t Get You There (which is a must read), he makes the following statement,
“I regard apologizing as the most magical, healing, restorative gesture human beings can make. It is the centerpiece of my work with executives who want to get better.”
Now, lest you try to brush past this statement quickly, you ought to know that the CEOs Marshall coaches are Fortune 500 CEOs. On the list of the Top 50 Thinkers in Business, he’s number 14. In other words, when Marshall Goldsmith says that the centerpiece in his work with executives who want to get better is to help them learn how to apologize, that’s worth paying attention to.
For years, I’ve taught leaders this same idea–that they should apologize freely and frequently. Why? Because relationships matter. If you’re confident as a leader, then you have the strength to apologize and don’t need to worry about self-preservation or ego. And the amazing thing is that when you do apologize, relationships get stronger and the problem is usually eliminated right then and there.
However, when leaders don’t apologize everything gets worse. Relationships get strained and often sever (and, frequently, for life). Conflicts increase. Trust is broken. Sides are taken. Commitment decreases. New problems arise. Productivity decreases. Etc. In other words, nothing positive happens when leaders choose to not apologize. I’ve literally watched organizations shrivel all because a leader or group of leaders at the top weren’t willing to apologize for what they had done. Amazing!
But apologizing isn’t only the right thing to do because of relationships, it’s also good business practice. For example, in a study at the University of Michigan’s Health System, when they opened the doors for doctors to apologize for a medical error guess what happened? Lawsuits didn’t go up–they went down–and in half! In addition, awards went down as well.
“Apologies for medical errors, along with upfront compensation, (reduces) anger of patients and families, which leads to a reduction in medical malpractice lawsuits and associated defense litigation expenses,” says Doug Wojieszak, spokesman for The Sorry Works! Coalition.
Furthermore, on a practical level, I’ve watched this for years. It’s always been my practice to apologize as quickly as possible. Now, frequently, the issue isn’t over something you’ve actually done wrong, it’s their perception of what you did wrong. In those cases, you can apologize for what it has communicated to them or how it’s affected them. “I’m sorry that when I said … it communicated … to you. That was not my intent at all. And I am truly sorry that it’s negatively affected our relationship.” Apology made. Apology accepted. Conflict ended.
So as you look at your work place and relationships, are there some relationships you need to restore with a long overdue apology? Or is there a decision that you’ve made that has had a negative impact that you haven’t owned up to? Just apologize. And from this point forward, make it your policy to apologize freely, frequently and fast. You’ll be amazed at the impact. Plus, you’ll have just made, “the most magical, healing and restorative gesture a human being can make!” Who can argue with that?
To your accelerated success!
P.S. Yes, there are a few instances where you haven’t done anything wrong and you shouldn’t apologize, but, in general, your default position should be to take responsibility and restore relationships whenever possible.
The Four Most Important Words in Any Organization
By · CommentsIf you were to make a list of the four most important words in your business or organization, what would they be?
- Would they be your core values (for ex. respect, responsibility, honesty and service)?
- Would they be a phrase (for ex. “Make it so, #1” in deference to Capt. Jean Luc Picard of Start Trek: The Next Generation fame)?
- Would they be actions (for ex. Farm, Call, Convert, Upsell)?
- Or would they be something else?
It’s an interesting question. If you were to narrow down your business philosophy to just four words, what would they be?
Well, last evening I was perusing Tom Peter’s website and downloaded one of his Power Point ® Presentations (which are free, by the way). As I was reading through a recent speech he gave for Inc. I came across this one slide that simply said,
The four most important words in any organization are, “What do you think?”
I love that!
Note: this was a line from a comment posted on his blog at www.tompeters.com from a guy named Dave Wheeler.
But the reason why I love this slide is because I love the simplicity and power contained in those four simple words, “What do you think?” Having observed and consulted with enough businesses and organizations, I would concur that those four words could/can literally change a company.
As leaders, we so often get stuck in the “It’s my job to have all the answers,” or “It’s my job to come up with solutions to problems,” etc. that we forget that our primary job as leaders is not to have all the answers or to tell everyone the answers, but to leverage the time, talent, resources and INTELLECTUAL PROPERTY of the people in our organization/business to achieve some kind of results.
Even more, when we ask, “What do you think?” what we’re doing is so much more than just asking a question. For example, when you ask your people, “What do you think?”
- You’re giving your people respect (I value what you have to say, which is why I’ve asked you)
- You’re training your people to be solutions creators (I want you to help solve this so you can do this in the future)
- You’re bringing new ideas into the mix (not giving in to your own biases and prejudices)
- You’re creating buy-in (since people tend to own what they help create)
- And you’re creating relational capital.
At every juncture, you win as a leader just by remembering to ask, EVERY DAY, “What do you think?
I think Dave is right on. These could easily be the four most important words in any organization.
So … What do you think?
To your accelerated success,
P.S. Either today or tomorrow (depending on when you’re reading this), make it a goal to ask at least FIVE people, “What do you think?” Then do the same thing the next day, and the next day and the next day after that as well.
Why Does Your Team’s Execution Fail?
By · CommentsI just finished leading a management training session for one of my clients on, “Execution: The Art and Science of Transforming Intention into Reality.” And the one section that probably had the most discussion for us as a group was my first point on realizing why good strategies, tactics and projects often fail in their implementation.
In other words, before someone starts adding something to the mix to improve execution/implementation, 
they should first eliminate some of the things that are currently hindering successful implementation. As a typical INTJ, I had a list of 15 hindrances in my notes, but to encourage some more group interaction I decided to ask the leader/managers present to break into groups of three to four people and come up with their own lists of items or issues that hinder execution in their company.
Without betraying confidences, I’m going to combine some of their ideas with some of mine to help get your brain kick started. For example,
- Too many “priorities“ (or conflicting priorities)
- Lack of specificity on the details of who’s responsible for what
- Not enough communication (or unclear communication)
- Lack of trust
- Interruptions
- Poor prioritization of what matters
- Departmental conflicts
- Lack of accountability
- Fear of accountability
- Limited people/resources
- Lack of personal responsibility/commitment
- The complexity of a project (or its size)
- Lack of executive attention
- A tendency to over-analyze (analysis paralysis)
- Lack of ownership
- Lack of excitement about the project, etc.
Now, think about this. If some of these issues are present in your organization, what do you think the probability is that your people are going to execute well? Probably somewhere between zero and nil. It just isn’t going to happen.
Therefore, one of the first places to make changes, if you want to make sure that your team executes better, is to eliminate some of those hindrances. And what I’d recommend is to take this question to your team,
”What hinders us, as a team and company, from executing better and faster?“
Have them brainstorm, while someone writes their ideas on an easel pad (my guess is that ideas will come rather fast and furious–after all, they’ve been thinking about these for years :-). Then, once you have a list, discuss what are the top three hindrances that, if eliminated, would have the greatest impact on increasing our ability to execute.
Then I’d take that list and work, as a team, on creating a plan to eliminate your top three hindrances from your company/organization (i.e. don’t try to fix everything at once. Start with a few items and then expand as you eliminate the current “three”).
Remember, execution doesn’t have to be rocket science. But it does have to be done. So make the list, reduce the list, and then start eliminating the items on the list. Because it’s going to be difficult to create an environment/culture of execution when there are a number of hindrances competing to ensure that execution doesn’t happen.
To your accelerated success!
P.S. You did make that list, didn’t you?
Key Lessons from Steve Jobs at All Things Digital (D8)
By · CommentsWhenever Steve Jobs speaks, it’s usually worth listening. Love him or hate him, he’s always worth listening to–especially because he masterminded one of the most amazing comebacks of all time. Thirteen years ago when he returned to Apple they were just 90 days away from going bankrupt. And then, just last week, they surpassed Microsoft on market cap making them the second most valuable company in the WORLD–not a bad come back.
Now, if you’ve been reading my blog for any length of time, you know I don’t write about technology, I write about what leads to growth. And my audience isn’t techies, it’s owners and CEO’s (or other execs at the top). So, as I listened to Steve’s responses to the questions of Walt Mossberg and Kara Swisher at the All Things Digital (D8) Conference, my ears were tuned into Jobs’ comments related to strategy and leadership, marketing and R&D. And the following would be, IMHO, the most important things he said on that front.
Note: Thanks to Macrumors and Engadget for tracking the conversation.
1. Never Underestimate the Power of Vision.
- On his return to Apple in the ’90s: “Apple was about 90 days from going bankrupt. It was much worse than I thought back then. I expected all the good people had left, but I found many of them still there, and I asked them, “Why are you still here?” They said it was because they believed in Apple.”
In other words, Steve and crew had done such a great job of establishing the culture and vision of Apple, that even when things were going bad under different leadership, great people stayed on. As I say over and over again, you can’t cast vision too much.
2. It’s Okay to Zig When Everyone Else Is Zagging
- On the Adobe Flash controversy: “Apple doesn’t have the resources others have, and we have to choose which horses to ride. We try to ride those that are on the way up. If you choose wisely, you save yourself an enormous amount of work.”
As proof of this strategy, Steve pointed to Apple’s moves over the years (ahead of almost everyone else) to moving to 3.5-inch floppies, to discontinuing floppy drives, to removing serial and parallel ports, to adopting USB, to the current removal of even an optical drive in the MacBook Air. In “typical Jobsian” fashion, Steve concluded by saying, “Sometimes people call us crazy.”
In other words, just because ”everyone“ has something or does something in a certain way, doesn’t mean you have to do it that way. All trailblazers at some point realize that have to break with what ”everyone“ is doing.
3. Be Clear on What Drives Your Company–And Stick With It
- On the future of Apple and “platform wars” with Microsoft, Google, Facebook, etc.: “I don’t see it. We never saw ourselves in a platform war with MSFT, and maybe that’s why we lost. We think about the competition, but we’re focused on building a better product.”
Steve is clear on what drives Apple–they’re a product-driven company. They’re not a services-driven company or a knowledge-driven company or a market-driven company etc. They are a product-driven company. When they lost sight of that in the late 80’s and 90’s, they got into trouble. Once they got clear on that again (under Jobs), everything began to change.
4. What You Think Has to Be in a Product/Service Doesn’t
- On tablets: “We did something similar to what we did with the iPhone. We started from scratch and threw out the existing paradigm of handwriting recognition.”
In other words, sometimes, you have to start by deconstructing what you believe to be true. In other words, you have to start from scratch, with a blank slate, and question every part or thing you want to put in to it.
5. Be Willing to Change Your Plans in Response to New Information
At one point, Steve acknowledged that the tablet project (what’s now the iPad) actually came before phone, but realized that phone was more important.
In other words, strategic plans need to be flexible. I’m shocked at how many leaders stick by a plan long after the market is telling them something different. I’m a strategy consultant, and I’m forever reminding leaders that the plan we created last year needs to change as we go through this year. Things change, and what seemed right in October last year, may not be what’s best in June of this year.
6. Stick to Your Values Even When It’s Not Politically In Your Favor
Regarding rejected political cartoon content, Jobs said, “We had a rule that said you can’t defame people. By definition, they defame people.”
Similar to Google’s, ”Do no evil,“ creed, great leaders stick to their values even when it’s not convenient. To me, that’s the real test of a value. For example, are you willing to fire your best producing employee because they’ve broken (and usually consistently broken) a core value? If not, then it’s either not a core value or you’re not doing your job as the leader.
7. Price Aggressively and Go For Volume
During his comments on newspapers, Jobs noted that iPad opens up a way to offer much more than print or static webpages. But he also noted that newspapers should charge less for the online content than their print content … “The biggest lesson Apple has learned is price it aggressively and go for volume.”
So, which of Steve’s lessons do you need to take to heart and apply in your business? Playing out of Jobs’ playbook isn’t a bad strategy to start with. It’s clearly worked for him :-)
To your accelerated success!
Will You Keep Your High-Potential Employees This Year?
By · CommentsWhile our natural tendency is to think, “Of course!” that’s not always true. In fact, Harvard Business Review recently ran an article on “How to Keep Your Top Talent,” that featured a number of rather fascinating statistics about high-potential employees. After studying 20,000 employees dubbed as “emerging stars” over six years in over 100 organizations around the world, Jean Martin and Conrad Schmidt concluded that …
1 in 3 high potentials employees admits to not putting their all into their job- 1 in 4 believes they’ll be working for another employer by the end of the year
- 1 in 5 believes that their personal aspirations are different from what the organization has planned for them
- 4 out of 10 have little confidence in their co-workers and even less in the senior team
In other words, there may be more trouble out there than you see (or are acknowledging). So, what should you do? Well, here are a few thoughts, all of which could be summed up in one phrase,
Don’t treat your thoroughbreds the same way you treat everyone else!
1. Give them challenging assignments. High-potentials get bored easily and tend to disengage accordingly. However, they love a challenge. So keep throwing them stimulating projects where they know they can make a difference.
2. Give them access to you. High-potentials want contact with the person at the top–and not just occasionally. They like knowing they have access to the “king” (or “queen” :-). Relationships build far greater loyalty than anything else. So, invest time in them. Talent development should always be high on your agenda!
3. Give them inside info. Let them know they know things that not everyone else does. And share your future ideas and strategies with them. In other words, make sure they know that they’re not just getting the same information that everyone else in your company is getting.
4. Give them lots of freedom. Thoroughbreds don’t like to be harnessed. So, don’t try to control or contain or limit them. Give them as much autonomy as possible to get the job done. Thoroughbreds flourish when they get to make the calls. Yes, they’ll make messes. But they’ll also get your company where you want to get faster.
5. Give them more. Give them more recognition. Give them more money (or other forms of compensation). And give them more assignments. High-potentials thrive in an environment where they’re given more–so make sure you give them what they want.
Forget “fairness” and “equity.” Jefferson was wrong. We’re not all created equally. We all have equal worth and value as human beings, but we don’t all have the same skill sets and abilities. Nor does everyone on your team have the same impact on your business or organization.
So, who are you high-potentials (along with your current top performers)? And what is your plan for each of them this year? Remember the stats above. You just can’t assume they’ll always be with you–or that they’re giving you all they can. They do have more. And the better you are at releasing that more, the better you and your business will do! And the longer they’ll be with you!
To your accelerated success!
Shame on You Home Depot!
By Bruce Johnson · Comments (6)Now, before I explain the title of this post, let me give you some background. Unlike a lot of people, I’m not a home fix-it kind of guy. My father, who was a college professor, earned his way through college as a carpenter and is incredibly skilled in carpentry and home repair.
My brother is a programmer who’s picked up our father’s skill set at starting (and occasionally completing :-) home projects. And even my wife, who’s a nurse, has become a home fix-it kind of person. In fact, my father finally gave up a few years ago trying to give me tools for Christmas–and now gives them to my wife. So, my confession, up front, is that I’m not a Home Depot kind of guy.
That said, last Thursday, my father sent me a list of things he needed from Home Depot to complete the installation of a new sliding glass door at my home. Not necessarily excited by the task, I got in my car and drove over to the local Home Depot, with my list in tow, and entered “The Unfamiliar Zone.”
I call it that because it’s all out of my comfort zone. And in my previous journeys to Home Depot, I’ve rarely met anyone who’s been exceptionally helpful. Despite advertising to the contrary, most of the time I ask a question of someone at Home Depot, they point down the concrete pathway and says, “I think that’s on aisle … about halfway down on your right.” Thanks!
However, last Thursday, that all changed. As I walked into Home Depot (at the lumber entrance), a Home Depot employee was walking towards me and, probably noticing my pained look, asked, “Can I help you?” To which I quickly replied, “Absolutely!”
He asked, “What do you need help with?” I pulled out the list my father had sent me by email and said, “My father sent me a list of items he needs to complete the installation of our new sliding glass door.”
He (his name is Shadi–picture below) said, “Can I see the list?” “Absolutely!” As soon as he saw what I needed (chair rail, floor base and trim) he took hold of my cart (one of the lumber ones) and started walking me toward the correct area of the store. As we were walking Shadi asked, “Do you know the sizes of each of these? And what kind of trim or chair rail you need?” Etc.
Fortunately, I had taken measurements and photos with my iPhone so I could show someone what I needed (since I knew I didn’t have the right vocabulary). He said, “Perfect. I know exactly what you need.”
And then Shadi did something wonderful, he literally walked me to each of the three places where I needed to get what was on the list, pulled out what I needed out, cut the wood into the exact lengths I needed, and even helped me save some money. It was truly wonderful. In fact, I even said, “This is like having a personal shopper!”
So, why did I title this post, “Shame on You Home Depot!”?
Because when we were done and I had shared with Shadi how much I really appreciated everything he had done for me (and he did it rather quickly, by the way), I asked, “So, Shadi, do you have a comment card I can fill out on you about how terrific your service was?” He could only reply, “No!”
I continued, “Well, is there a manager I can talk with?” He politely said, “Don’t worry, it’s nothing. It was my pleasure.” As I walked to the front of the store, I kept looking for a manager to share my story with–and couldn’t find one. I asked the cashier, “Do you have any comment cards I can fill out?” She said, “No!” I said, ‘Really?“ And she said, “The only thing we have is a computer way down at the other end that you can log onto and fill something out.” End of story. Fortunately, Shadi had walked to the front of the store by then so I could grab a photo of him with my iPhone (which you can see below).
But shame on Home Depot for not making it easy for someone like me to brag on one of their employees! They should be collecting these stories and sharing them in every location all the time. Great customer service doesn’t just happen. You have to cast vision about it. And nothing speaks louder than a compliment from a customer about a great service experience.
So, how about you? Do you have a system in place that makes it easy to capture customer testimonies? Do you use multiple capture methods? Do you have some Shadi’s that you need to lift up? Do you regularly cast vision about great customer service? Etc.
At the end of the day, you and I don’t know Home Depot by their executive team. We know Home Depot (and every other business) based on the Shadi’s of the world–the people we actually interact with. And the same goes for you and your company. So who are the “Shadi’s” of your company? And how are you going to make heroes out of them today?
To your accelerated success!