Here is a quick video about how we should engage and empower our team. It does make a difference!
It’s Monday. Our favorite day of the week…? As you start your day, I want to encourage you not to focus on Friday. Or on issues you may be personally facing. Or on plans you may have in the near future.
Make today about CONNECTIONS.
Many of you will interact with customers today. CONNECT with them. How? As soon as your interaction begins (i.e. in-person, phone call, chat, email), THINK. What is it that the customer needs from you right now? You are smart enough to figure out what the customer is needing at the moment – attention, a sense of security, resolution of an issue, courtesy, understanding, reliability…
Then CONNECT with that member. Satisfy that need they have. In fact, ask them at the end of the interaction, “did I answer your issue to your satisfaction?”
Really LISTEN to the customer today. RESPOND based on their needs. Find ways to go beyond as you SERVE the customer today.
When we CONNECT with our customers in meaningful ways, we will:
- Deepen relationships
- Build satisfaction
- Create great customer experiences
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So you lead others within a great organization that you know does great things. You believe in your organization’s vision and mission.
But your team’s results are lack-luster.
How does this happen?
Perhaps it is because you have work to do in helping your team connect to its purpose, performance, and priorities.
“But I’ve promoted the vision! I’ve shared the mission!”
To build and keep momentum in peak performance, a leader must continually work to connect with his team. Communication can never be a one-and-done venture.
I’ve been blessed to have traveled all over the world. I’ve been on remote islands in the Philippines. I’ve been metro areas in the Netherlands. I’ve been on the road throughout Indonesia. Almost everywhere I’ve been, I’ve seen ads for Coca-Cola. You and I have seen countless TV ads for Coke. Does Coke really need to advertise their product? Do people really need to be told what Coke is? No.
But Coke continually markets Coke to keep its product top-of-mind for consumers everywhere.
Let me ask you: how are you keeping your team’s mission, performance targets, standards top-of-mind with each of your team members?
Organizations and leaders win when they continually connect with their team members. So when results are falling short, ask:
- How are we connecting with the staff?
- What could we/should we change in our communication to better connect with our team?
- Is this a communication issue or a training issue or both?
- What motivates our staff to “do more” in 2018?
Your team is capable of executing plans and doing outstanding work. They want to be a part of a team that wins.
It is your job as the leader to help connect the purpose, the performance, and the priorities of your work with each member on your team.
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I’m reading the brand new book, The CEO Nextdoor. I highly recommend it! I want to share some thoughts and excerpts from the chapter entitled “Stand Out: How to Become Known.” I’ve talked with many staff members over the years who truly want to move up in the company. I’ve heard all kinds of stories of desire, and I’ve witnessed all sorts of tactics people employ to get to their next level. Here are some insights from authors, Elena L. Botelho and Kim R. Powell on how to become known at work:
“Build relationships to deliver results for the good of the company – not your own self-interest.”
Make the Most of even the Toughest Boss Situations:
- Understand your boss’s goals. What does success look like to them? How does your role fit into that?
- Don’t guess their expectations and preferences. Ask. What are their top goals for your work?
- Let your boss help you. “People who see themselves as being invested in your success want to be consulted and involved i your important career moves.”
- Master the regular update on the things that matter. Send focused updates to your boss. “How do I help this individual above me achieve the goals for the enterprise? That’s the secret to making your superior your sponsor…”
Everyone wants to get noticed at work, right? Being busy is not what’s needed. Focus on adding “the most value and contribute what the organization values most.” “You need to make a contribution that moves the needle for the company. Something that is visibly and meaningfully core to what drives value.”
Oh, there’s more in this chapter. Do yourself a favor and order it today. It is well-written, thought-provoking, and it will challenge you to become better whether or not you are a CEO or are aspiring to become one.
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