Posted: April 7, 2020 | Categories: Leadership, Team Building

A few weeks ago I was meeting with the owner of a manufacturing company.  Before I could even ask, she asked me if I would like to have a tour of her plant.  I could tell she was eager to show off.  I knew they had the most updated equipment and state-of-the-art technology, but I soon found out that wasn’t what she wanted to show off:  She wanted me to meet her people.  As we passed each work station, Kim introduced me to the heads of each section.  She talked about their talent and had something special to say about each one.  Tell me: What level of trust do you think she has with her team?  You are right! A bunch.

In three separate studies conducted by the training team of Patterson, Grenny, and Maxfield, it was discovered that the “single best predictor of satisfaction with supervision is freqeuncy of interaction.  And if your actions are infrequent and only about problems, you’re really doomed.  Others only hear your position:  They never see you as a person.”

When we show a genuine interest and listen well, we connect at a personal level.  Once this happens, every subsequent discussion in problem solving, re-direction, and accountability becomes much easier, and we can have more direct conversations without creating resentment.  Leaders care!

Posted: April 1, 2020 | Categories: Customer service, Leadership, Self-Improvement

Dale Carnegie spent over 40 years working with teams and individuals in their efforts to become stronger leaders.  As he reflected back on his career, it was his belief that giving honest and sincere appreciation was the most overlooked principle of leadership.  When we fall short in this area, relationships can suffer.  Here is an example.

I know someone who loves to do little things for others.  If she goes on a trip, she buys something for each of her co-workers.  She remembers birthdays, and takes pride in giving special cards and a little gift.  She is also involved in a group, and just two weeks ago made cupcakes for a member who was celebrating their birthday.   She was excited going in, but not coming out.  She did not receive one thank you for the cupcakes of her efforts to make them.  Had this been the only time this had happened, she could have probably shrugged it off.  She reflected on all the things she the little things she had done this year, and could not recall one person saying thank you.  She also realized that not saying thank you is a new trend.  Just think of your own experience:  For me, when I buy something at the store, about half the time the clerk says thank you.  Where I come from, forgetting to say thank you is rude.

Now that many of us have some extra time brought about by this Corona virus, how about making a goal to strengthen our relationships?  Did you enjoy the musical performance?  Take the time to say thanks.  Did someone take the time to smile at you today and brighten you day?  Let them know it.  Did someone make something for you or send you a card or nice email?  Take the time to thank them sincerely.  Your star will shine.  Let’s end with the immortal words of Dale Carnegie referring to those who take time to appreciate:

“The rare individual who honestly satisfies this heart hunger will hold people in the palm of his or her hand and even the undertaker will be sorry then he dies”

Posted: March 26, 2020 | Categories: Self-Improvement, Time management

We are in the midst of a world Pandemic, and to slow the spread of the virus, many businesses in the country have been closed temporarily.  That means many of us are experiencing a long, unexpected chunk of discretionary time.  How can we best use this time?

Let’s fast forward to 6 months from now.  Business is back in full force, and we have resumed our busy schedule.  What would we wish we had done with this idle time if we had it to do over?  Asking this question can generate many answers.  Here are some that might pop up on the list:

Relationships:  Most families in America could spend more time in quality conversation.  In a survey done by Nick Stinnet and John DeFrain, they found that married couples spent an average of 5 minutes each day with each other, and less than 30 seconds with their children.  What?  Yes.  They weren’t talking about transactional dialogue, like “Did you take the trash out” or “Be sure and pick up milk and bread”.  The goal is quality conversation, and it can make a big difference,  During this “off” season, it can be good time to set up a routine where you have time for more important interaction.

Health:  There are three areas that 90% of our goals fall in to:  Health, relationships, and financial security.  They are the three legs to the stool of a stable, happy life.  Are you intentional about planning nutritious meals?  Do you have a well-balanced daily exercise routine that includes cardio, flexibility, and strength exercise?  Do you have a special time each day to do it?

Financial security:  OK,  I am an executive coach, not a financial planner.  What I do know is that success in your career can lead to more financial security assuming you are wise with money.  Where do you want to be in your career 5 years from now?  What do you need to learn to get there?  What courses and certifications will be required?  Have you been putting off getting started in these areas?  If so, now might be the time.

Remember:

1.  Select the area.
2. Make a detailed plan.
3. Set up a routine and block time.
4. Hold your feet to the fire and be committed

Let’s turn this lemon into a lemonade!

Posted: March 9, 2020 | Categories: Self-Improvement

“Good manners are made of petty sacrifices”

-Ralph Waldo Emerson

In September of 1992, my oldest son entered 1st grade.  After a week went by, Kevin shared something special that his teacher did.  She boosted his confidence, and made him feel better about himself.  When Kevin shared this story, I began reflecting on my 1st grade teacher.  I had just moved from another state, and I didn’t know anyone.  Mrs. Wingard made me feel special, and she did it by her genuine smile and interest in me as a person.   I never forgot it.  I decided it was time to say thank you.  I took 15 minutes to write a hand-written note expressing my gratitude, and telling her how important she was in my life.  Three days letter my mother called.  Mrs. Wingard called her, and was ecstatic about the note.  She had retired, and said that in all her years, she had never received a note like that.  I had done something that was very meaningful to someone else, and it only took me 15 minutes?  It was an eye-opener.

Are you a busy person?  Are you too busy?  Here are some words I read many years ago that may help answer this question:

You know you are too busy if you don’t…

• Write thank you notes
• Call family members just to say “Hi”
• Give a hug to someone
• Cry with someone who has experienced a recent loss
• Write a letter to a friend
• Acknowledge birthdays in some way
• Read a good book
• Listen to some good music
• Visit a friend
• Play with your grandchildren
• Say “I love you” to your parents
• Say “I love you” to your children
• Learn something new
• Smile
• Compliment someone
• Share a sunrise/sunset with someone
• Listen to the birds/smell the roses
• Climb a mountain

Time to get really busy!

Posted: February 27, 2020 | Categories: Customer service, Sales

The simplest and most accurate description of selling that I have seen is to “create and keep customers”.  That sounds nice.  We just need to be careful we don’t gloss over the second part of this statement…KEEPING CUSTOMERS.  I find that this part is often overlooked.  To keep a customer we need to build a comfort zone around them that is so powerful it cannot be penetrated.

I have a comfort zone story:  In the summer of 1974, I had just moved up to the Chicago area and was looking for a barber.  My current barber was outstanding, but he was in Kansas.  I was forced out of my comfort zone.  So, Mike and I began.  He was a great barber, and I now had a new comfort zone.  He was with me through the times of my life, including the haircut he gave me to look good for my wedding in June, 1978.  We were born the same year, so hi age was perfect.

The years rolled on, and in 1989 I moved to a suburb 40 miles away from Mike’s shop.  That’s OK.  I made the drive each month to get my haircut from Mike.  Then, one day I called for an appointment, and Mike had no openings.  I needed a haircut, and I was forced out of my comfort zone.  I went to another barber locally.  Scott took care of me, and did a good job.  He wasn’t Mike, but then again, Mike wasn’t him.  31 years later, Scott is still my barber.  I never went back to Mike, but I did give him a courtesy call and thanked him for the years of service. This experience taught me a lesson:  Comfort zones are very powerful, and if we don’t create them for our customers, they can easily be snatched away.  Do you have a strategy and specific action plan for keeping your valued customers, or do you take them for granted?  Remember the old dental commercial:  “Customers are like teeth…ignore them and they will go away!”