Focus on Your Mission

Team enthusiasm comes from embracing the team mission.

Do they know what it is? Are they excited about it? Does it drive your decisions as a team?

If not, find out why. Clearly define that mission. Focus on that mission. You'll like the results.

-- Doug Smith

Comments

Win The Game

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point. What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith

What to Blame

It's better to blame the product than it is to blame the customer because you cannot fix the customer. -- doug smith

Strategic and Communication Skills

Supervisors often bring strong technical skills to the job. When they have worked in technical jobs prior to becoming a supervisor, they were often the best at what they do. They know the ground level part of their business well enough to solve problems and deal with day to day issues. Leading is all that and more. High performance leadership requires attention to detail AND a constant view of the big picture: where is your team, your market, and your customer base headed? What does the future hold? Strong supervisors learn to add strategic and communication skills to their technical ability. What are you doing today to develop your sense of the big picture? -- Douglas Brent Smith

Tell the Truth

There's no such thing as a little white lie when you're a leader. I'm not talking about being blunt if someone asks "does this dress make my butt look big?" because we all pretty much know how that goes. What I'm talking about is telling your team members the truth in connection with your mission, your values, your goals. When it comes to what keeps a person on the team and what gets them an invitation to find a new direction. F ar more opportunities are lost by hiding the truth then from telling it. Your competition is searching for the truth. Your team is searching for the truth. Your inner self really wants to know and share the truth, doesn't it? It always comes out anyway. Why not get to the truth faster? -- Douglas Brent Smith

No Hiding The Truth

What happens when someone tries to hide the truth? It pops up, unexpected, full-blown and often unforgiving. There is no hiding the truth. The truth always bubbles to the top. Pushing down what we regard as worth hiding, even when it's clearly true, simply delays the inevitable. The truth comes out, and then whoever attempted to hide it looks doubly suspicious and unreliable. Also, when we try to hide the truth we suddenly limit our possibilities. What can we say? What should we suppress? Where are we headed? Who can know and who cannot know? Did we tell the wrong person already? Maybe we should just keep quiet... Truth we try to hide becomes our tallest wall. It's a weight we carry around wondering when we can let it go. It's a wall that prevents us from seeing the beauty that belongs in all truth, even the truth that troubles us. What secret truth are you carrying around? Isn't it time to let that go? -- Douglas Brent Smith Front Range Leadership: ...

Keep Reading

How many books do you read each year? I'm not keeping score And as a full disclosure you should probably know that part of what I do is sell books and learning resources. Even if I didn't, though, I am a big believer in continuing to learn. Read. Experiment. Explore. Talk about it. Try things. Watch videos. Listen to audios. Keep learning. The world is changing so fast, how will you keep up? How do you get the training the need when you're not being offered the training you need? Keep reading. You don't have to read every book cover to cover to find great value in it. I used to think that if I started reading a book that I'd have to finish it. That got me slugging thru some poor material. Now I know that you can glean a lot from a book by scanning it, skimming it, reading what you need and leaving the rest for another time. I do still read books cover to cover (some more than once!) AND I read a lot of books for what is relevant to me right now. Howe...

Bring Out The Best in Your Team

Did you ever wish for a different team? Maybe a team with all of the top talent. Maybe a team with perfect dynamics and top performers who achieved every goal and drove you to new places. Of course. We want high performance teams. We want to achieve our goals. We want innovation that old teams never achieved and current teams seam to struggle with. Still, our team is our team. Short of dismantling it and starting over (which some leaders do choose to do) it is up to us instead to help our team grow into the team we are most proud of. The team of our own dream. The art of leadership is making the most of the team that you have. All of its strengths. All of its challenges. All of its capacity. Centered leaders guide their teams to the next level of success. We don't simply ride on their backs barking orders. We must go the distance. We must: - coach them patiently - involve them constantly - empower them fearlessly - account for them vigorously - inspire them cour...

Keep Growing

Photo by Brian Miller How do you handle setbacks? I've had some big setbacks lately, mainly on the interpersonal side of my life, and I'm rolling with them. Evolving. Growing. But growing can hurt, and before you get to the top of the soil the garden looks really dark. Keep growing. Challenges I've never expected have emerged, pushing and shoving me around like some stranger in a subway. The tunnel is long and dark and cold. Keep growing. Work waits to keep some level of focus. Friends call and help. Crap keeps flying and even Facebook feels like a persecution chamber when things have turned against me. But I remember... Keep growing. Life's most difficult moments are not requested. We don't savor them. We don't celebrate them. But given the awareness to discover what led us to this point and what we can learn, we can grow. Keep growing. I'm hoping you are having a great week my friend. I'm hoping that you are learning and achievi...

The Benefits of Supervisory Training

When was the last time you had any leadership training? How often do the supervisors in your organization get training? If you are like most organizations, it's never enough. Some teams go without any supervisory training at all and expect supervisors and managers to learn as they go, on the job. Unfortunately, while it is memorable to learn from your mistakes, it comes at a high cost. People get tired. People leave. Important accounts go away. Customers complain. And teams struggle without the skills and knowledge it takes to build cohesive teams that are capable of solving problems, improving performance and achieving goals. Admittedly, I can be expected to support training since I'm in the business. Still, take a closer look at your own leadership career and decide for yourself. Are leaders better off with more training and development or with less? Supervisory training can generate benefits that pay off long after the training is over. Here are just a few of the things sup...

Setting Rules

Any rule that is stupid enough will be widely broken. As a leader, are you careful about the rules you set? Leaders are often tempted to establish control where they see chaos. "What these people need are some strict rules..." The problem is, how would you feel about living with rules set by someone else that totaly restricted your flexibility at doing your job? Sure, rules are necessary. How you arrive at those rules though is critical. Are you involving your people? Are you allowing for change? Are you building in flexibility? Are your rules in harmony with your vision and your values? I remember a great line from an old TV show starring Ed Asner, "Lou Grant". He once said "I don't have a lot of rules because then I just have to enforce them..." which sums up the problem with rules. Lou Grant was a role model for the classic tough boss, but what we came to know as an audience was that he also had a heart of gold. He was using his heart when h...

High Performance Leadership

Search This Blog