Archive for Change
Are Your Systems Stupid?
Posted 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
Posted 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!
Need Some Inspiration?
Posted 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!
Key Lessons from Steve Jobs at All Things Digital (D8)
Posted 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!
Alex Bogusky Is Wrong! Leaders Should Learn More From Failure
Posted by: | CommentsIn a video post on the Fast Company site, Alex Bogusky, co-chair of Crispin Porter + Bogusky, 
argues that the classic business mantra of learning from failure is just plain wrong. In his world (and at his company), he doesn’t debrief failure or lost accounts or why a campaign isn’t working (which I find hard to believe). Rather he wants to focus on successes not failure because he thinks that learning from failure creates a culture of fear.
Moreover, he states that when his company loses a bid or contract, he simple throws away any vestige of that client in their offices and moves on as if that client or bid never existed. In his world, they’ve never lost a bid because if they didn’t get the contract then it isn’t a client they would have wanted to work with.
Besides the fact that I find it hard to believe that his company actually works this way (like they’ve never fired someone for underperforming or they only evaluate based on successes), I find it just bad advice. The reality is that most businesses need to do more learning from failure–not less.
As a consultant, I spend my life walking into companies where problems exist (and they exist in every company, including Bogusky’s). And I have yet to find any company that is really great at evaluation and learning from failure. Most business leaders are so busy trying to stay on top of all their work, that they rarely ever take time to stop and learn from their failures/missed opportunities/mistakes etc. Therefore, they tend to keep making the same mistakes over and over again. As the saying goes (slightly altered),
“Those who don’t learn from history are doomed to repeat it.”
Now, if a leader or manager is a blamer (i.e. a bad leader or manager) then that is a problem–but not with the idea of learning from failure. Rather it’s a failure of the leader/manager to carry out their job well. Likewise, if they’re creating a culture of fear vs. trust, then that’s a leadership issue, not an evaluation problem.
Great leader/managers know that learning from the past, both positive and negative, is essential to improving and optimizing the future. They understand that if there’s a problem, it’s not a person who’s the problem, it’s the system. And the only way to fix the system is to debrief and make sure that they and their team have learned from what happened so that the same problem isn’t repeated. No learning = ongoing problem.
So don’t listen to Alex on this one. Increase your learning from failure (and success). Invest more time in evaluating what happened so that you can both eliminate/minimize any problems and optimize/leverage any successes. It’s not an either/or. It’s a both/and. And in most cases, there’s not enough learning going on. So I’d argue that you need to increase your learnings so you can increase your successes!
To your accelerated success!
P.S. If you want to know the five questions you should always ask when evaluating, click here>>
Is It Time for a Makeover for Your Business (A Lesson from BusinessWeek)
Posted by: | CommentsWhen was the last time you did a website makeover? Or changed the interior design of your workspace/office/store? Or more importantly, changed the way you do business? Or changed the way you market what you offer? Or even changed what you offer?
Most leaders underestimate the power of a makeover–and the speed at which they ought to be undertaken these days. It’s not unusual for someone to be surfing the web these days and think, “Wow! That site looks so … 2009,” and we’re only four months into 2010 (as of the writing of this post).
Next week (starting April 26th) marks the public makeover of a business icon–BusinessWeek (which was bought by Bloomberg back on December 1, 2009). They’ve even created a section on their website describing all the changes.
http://inside.businessweek.com/
Now, I haven’t seen the new remade version, but I do love what they’ve done to prep readers about the makeover. So, here are four lessons worth learning from them about creating a makeover.
1. Teaser campaigns still work. The Bloomberg team has done a great job of promoting the change. If you’re a reader of BusinessWeek, then you know they’ve been talking about “change is coming,” for awhile. And while it’s nothing more than an old school teaser campaign–it’s working. I’ve been reading BusinessWeek for years–and I haven’t been this interested/excited in years.
2. Use video to tell the story of the change. If you go to their website, you’ll see a series of videos from the editor describing the change. Vision casting is usually done best with video (actually it’s best done live, but that’s not an option here). So having Josh Tyrangiel share his vision that, “We take people on journeys … and introduce them to concepts and people that will impact their lives for years, even decades …” was the right decision.
3. Use powerful, short image building phrases to describe the changes. Rather than impress us with their vast vocabulary skills, the design team has done a great job of picking up key phrases we can all understand immediately.
* Reinvented. Redesigned. Reimagined (the tagline for the change)
* More Clarity. More Energy. More Impact (each with four short sub-points defining the changes)
4. Remember that “Look and Feel”/Design matters. While story will always be first and foremost (and should be for a magazine), the Bloomberg team understands that the look and feel of a site or magazine (or whatever you’re producing for the public) does matter. The vast majority of people bring their eyes with them. And whether they want to admit it or not, within seconds, they’ve “judged the book by its cover.” Within seconds they’ve either decided, “culture current” or “old school,” or …
So, as you look at what you and your company are producing and offering, are you in need of a makeover? Is your website or are your other marketing materials in need of a makeover? Is your business model in need of a makeover?
If so, then you may want to take a page from the Bloomberg BusinessWeek playbook in order to make sure that your makeover works for you and your purposes.
To your accelerated success!
P.S. When was the last time your website had a new design. If it’s been more than 12 months, chances are it’s time for a face lift. One of the reasons I’m such a huge fan of WordPress (besides the fact it’s free and that it’s easy to edit) is that WordPress separates out the content and the theme/skin/template. So with one click of a button, you can change the whole “look and feel” of a site without having to change any of the content. In around five seconds you can have a whole new look. Then, you can update the content and layout when you have time.
What’s Holding You Back, Part II
Posted by: | CommentsIf you didn’t read part one, scroll below (if you’re on the blog right now) or click on the following link>> (if you’re reading this by RSS).
Note: If you didn’t answer the question from the last post, “What are the major constraints that are hindering me (and my business/organization) from achieving my (our) potential?”, then make sure you do so before proceeding any further.
Okay, so you’ve now identified your major constraints (and as I said last time, they could be external or internal, mental or physical, systemic of situational). They could be a person or a process, a self-limiting belief or a financial limitation (for example).
The next thing you want to do is order them. You want to take each constraint and ask the question, “Where does this constraint come in the priority list of which constraint needs to be solved first?” In other words, you want to play each constraint off the others as you seek to find the major constraint that needs to be solved first.
I liken this to a playoff system (brackets) you see in sports. For simplicity’s sake we’ll call constraints “C”. So you play C1 vs. C2. Let’s say C2 needs to be solved before C1. Then you play off C3 vs. C4. Let’s say C3 needs to be solved before C4. Then you playoff C2 vs. C3 and let’s say C3 needs to be solved before C2 (which means it has to come before C1). You now know what has to happen first. In other words, once you work through this process, you’ll quickly know what the major constraint is for you (or you and your business) this year.
Using the four constraints listed above, it would be understandable to think that you need to solve the financial problem first. But that might not be true. It may be because you don’t have a systematic and methodical process in place to acquire new capital. However, it may be that the reason you don’t have a systematic and methodical process in place is because Sally is in charge of that area and she’s not very competent. She’s been at your company for ten years, she’s loved by every one, but she’s incompetent. You know you ought to let her go, but you haven’t pulled the trigger yet. Why?
Ah, it’s that self-limiting thought that keeps you from changing her out. It may be a belief that letting Sally go will demoralize your team. Or the belief that, “If I just give her some more time and training, she’ll succeed” (which could be true, but hasn’t been for the past five years). Or it could be the belief that, “She’s a single mom and she needs our help.” Or it could be the belief that, “Maybe in a year another position in our company will open up and I can move her over there.” Etc. We all have them. And those self-limiting beliefs do get in the way of making good business decisions.
The beauty of working through this process is that once you play this game, you’ll often find out that what you thought was the major constraint (in this case, “We don’t have enough access to capital”) may, in fact, not be the most important constraint to solve first.
So, before I give you the next step, why don’t we stop here for today. Take out your list of constraints and order them. Play them off against one another and see if you can reduce your constraints down to a handful of the most important constraints to solve first. And most importantly, make sure you identify what the first constraint is that you need to solve before any others!
To your accelerated success!
What’s Holding You and Your Company Back?
Posted by: | CommentsAre you familiar with the Theory of Constraints (TOC)? If you’re not, the theory (an overall management philosophy) came into vogue post the publication of a book entitled, “The Goal,” by Eliyahu M. Goldratt.
In its most basic form the theory contends that any manageable system (like your business) is hindered from achieving its potential by a very few number of constraints–of which, one, is the major one. While the book focuses on the throughput of a manufacturing concern, the theory has been expanded into a general management philosophy–which can provide major dividends for you and your business.
Without going through the whole process, you can clearly benefit, at the start of this year, by focusing on its basic idea–which is, instead of looking for 50 or 100 constraints that are holding your business back, you want to look for a handful of major constraints–and then narrow those down to your major one.
The easiest visual picture I can off you is that of a pipe. If you have one section that is clogged so that only a dime’s worth of water can flow through it, it doesn’t matter what you do to improve the other area of the pipe. You can expand the diameter of the pipe in those other sections. You could even upgrade those sections from PVC to aluminum to steel to platinum to gold. And it won’t make a difference—until you fix that one point in the pipe that only let’s a dime’s worth of water through.
Likewise, in your business, you have some built in constraints. And until you fix them, you’ll always be hindered from achieving your goals. All other activities will be less effective, until you solve that major constraint.
Now, while I think it’s true that you win games by playing to your strengths (not your weaknesses), the best teams focus some of their attention on alleviating their weaknesses. For example, a football team that has a great passing game and a terrible running game would be foolish to focus their attention on running the ball. They’ll simply lose–and lose a lot. However, if they don’t pick up their running game, they’ll hinder their passing game’s potential.
In other words, too many people make success an either/or proposition. Either you focus on strengths or you focus on building your weaknesses. When, in fact, it should be a both/and. Run with your strengths and shore up your weaknesses.
However, that said, shoring up and focusing on weaknesses can be both demotivating and difficult for an organization and its people–which is why I like the Theory of Constraints. Because the theory doesn’t say focus on all of them, it says, “Focus on the major one.”
So, how do you do that? Well that’s for our next discussion. But for now, I’d recommend that you take out a piece of paper (or open a new document on your computer) and simply ask the question, “What are the major constraints that are hindering me (and my business/organization) from achieving my (our) potential?”
To your accelerated success!
Note: Your constraints could be external or internal, mental or physical, systemic or situational. For example, your constraint could be an individual. It could be a facility challenge. It could be a mental limitation. It could be a technology issue. It could be a reach issue. It could be a conversion issue. It could be a training issue. It could be a financial issue. Etc. Don’t worry about narrowing down yet. Just start thinking about your constraints.
New Free Report on Fast Growth Released Today!
Posted by: | CommentsWant to Know How You Can Immediately Begin to Grow Your Business Faster Than You Ever Have Before—While Increasing Your Ability to Lead It More Effectively?
If so, you’ll want to immediately get your hands on the new free report I just released today entitled, “The Seven Secrets of Fast Growth Companies.”
Inside it you’ll discover,
• The number one differentiator between slow and fast growth companies
• The two key elements you need to use to create a fast growth culture
• A simple practice that can radically reduce the time it takes to implement anything
• A lesson from a Harvard professor that can change the way you think forever about your products and services
• A top team practice that can change any meeting you run—and make it more effective.
• The one metric you need to use before choosing any growth idea if you want to be an accelerated growth company
• How you can create a business that’ll scale fast
• How to avoid letting your market think you’re just like “everyone else.”
• How you can create a business that works 24/7, especially when you’re not around.
• And the number one mistake that most CEOs of small and medium-sized make
To get your copy immediately, just fill in the form in the right hand column entitled, “Interested in the 7 Secrets of Fast Growth Companies?” and then click the submit button, “Send it to me now!”
Then after you read it, post your comments below!
Want to Get the Truth from Your People?
Posted by: | CommentsAs a leader, you want to believe your people are telling you the truth–but are they? Though some of us as entrepreneurial leaders have always been our own bosses, chances are you were at some point an employee. So, when you were an employee, did you always tell your boss the truth?
I’m not talking about lying (hopefully, you didn’t do that). I’m talking about telling the whole truth. 
For example, did you tell your boss what you thought your boss wanted to hear or what you thought needed to be said? Or when your boss asked, “Are we all on board?” were you willing to risk saying to your boss and the rest of your team, “I’m not really in agreement!” Or when you heard that other people in your organization expressing some frustration with your boss, were you willing to tell your boss, “Hey, I think you’ve got a problem!”
If you’re like the vast majority of people, your answers to the above questions were, “Not really.” If that is true of you–and you have leadership capabilities, why would you ever think that your people are always telling you the truth?
Now, this may seem self-serving (it’s not intended to), but this is one of the main reasons why you should regularly hire outside consultants. I’m always amazed at what employees tell me when I do my initial rounds of interviews with new clients. Some of what they say is predictable–but not always. Frequently, CEOs are surprised to find out what their people really think.
For example, we may think that we’re being a great boss by giving them lots of freedom, but they may be interpreting it as, “He doesn’t really care.” Or we may think that when we took the time to create, as a group, a new mission, vision and values statement that we did a great job. But they may be thinking, “This is just window dressing so she doesn’t have to deal with Joe and Judy and their lack of performance.”
Or we may think we’re doing a great job coaching our team because we give them lots of ideas and feedback, but they may be thinking, “I can never do anything right for him. He never says, ‘Great idea. Run with it!’” Or, we may be completely unaware that our non-verbals are communicating loud and clear, “I’m not listening to you.”
Throughout history, very few people have been willing to speak into power. It always has been and always will be. Though you and I will occasionally find some senior staff who will tell us the truth, most won’t. So don’t be surprised.
As you may know, one of the first steps toward creating change is facing reality. But to get there, you’ll probably need someone from the outside to help you get there. It’s no different than asking your customers to tell you the truth. Some will, but most will simply tell you what you want to hear. To get the real truth–and that is what you want–you’ll probably need someone from the outside to help you get there. So, choose wisely!
To your accelerated growth!
P.S. This should go without saying, but that someone should possess great relational skills, be able to bond quickly, and have impeccable integrity.