“Innovation is a state. It’s something you practice. So if you never want to run out of ideas, here are five ways to stay in a constant state of innovation.” Read the entire article by clicking the link below:
We’ve all seen this in sports. The team that everyone thought would be a “sure thing” and would come out on top is beaten by what seems to be a less talented team. The big tournament comes around and the first seed is shockingly out of the game early on and can’t recover.
The talent appears to be lop-sided towards the assumed winner. Their record shows this. Their fans “just know” that they will win. The coaches have prepared their teams and plays are in place. Yet the team that everyone thought was already beaten before the game begins ends up as victors.
How can this be?
If you follow sports at all, you’ll understand that so much of the game is won or lost by that 5″ space between the ears. Winning teams put in the practice and discipline. They execute their plays with precision.
But, somehow something creeps into their thinking…
“We’re good enough…”
“That other team doesn’t have a chance…”
“We’re the shoe-in…”
And then the other team – that no one sees any hope of winning – comes out hungry. They out hustle the assumed champions. They see small mistakes that are being made and they take full advantage. And then the crowd starts to notice. “How can the score be this close!?” And then the crowd sees their champions falter. They witness the battle that is going on in the players’ minds. The underdogs are pulling away. The underdogs are winning. The underdogs are cutting down the nets as victors.
Here’s our reminder for today: As leaders, don’t assume the victory. Work for it. Keep the fires of passion burning in your team. Remind them of their mission. Cast your vision. Keep your team forging ahead. Execution of the mission is critical. Don’t assume anything. Work towards that win, every day, with every encounter, in every action, with every decision.
When your team wins, make sure they have left their A game on the court. Celebrate with them. Prepare them. Help them fine tune their skills. And then ramp up to do it again and again.
What sets you and your team apart in your company? What sets your company apart when competing with the competition? I conducted a simple survey on LinkedIn the other day. The majority of the respondents said the primary differentiator was customer service.
I’m guessing you are not surprised by this. I would be willing to bet that your teams would not be surprised. But how do our teams create a meaningful customer experience that leads to results? Do they just know or should they be trained on how to do this?
Too often, our team members rush to resolve issues especially if the customer is “energized” (upset). “Stuff” is made up to quiet or calm the customer. And then the next person who encounters the customer is forced to address that “stuff” before even getting to the initial issue.
I have led teams that were customer-facing as well as “back office”. A few years ago, I crafted the following to create the most meaningful customer experiences that lead to results – customer satisfaction, sales and cross-sales, customer loyalty, customer referrals, etc. It is, in my opinion, a common sense approach. A seasoned team member will be able to navigate this process to build solid relationships with your customers. A new team member will be able to understand this and become a successful customer experience provider.
Here it is:
From my experience, many team members want to ACT first. They are anxious to take care of the customer, meet needs, etc. But when they jump to ACT too soon, they miss out on so much that the customer needs. The process above puts the customer first, leads the team member to connect with them, provides information for the team member to ACT in a way that makes sense to the customer, and then follow-up/follow-through to further connect with the customer.
This process has been used in a financial institution. It has been used at universities with college recruiters. It works. It must be managed, observed, and coached. But it works. Customers will feel this. They will respond. They will grow more loyal. You will see results.
Try it. Let me know how it goes. I love hearing stories of success! Share yours here.
Kim Harrison writes: “Appreciation is a fundamental human need. Employees respond to appreciation expressed through recognition of their good work because it confirms their work is valued by others. When employees and their work are valued, their satisfaction and productivity rises, and they are motivated to maintain or improve their good work. Gallup studies show employee recognition is the key factor influencing employee engagement, and therefore organizational performance.”
When was the last time you took the time to write a note or email of appreciation to a team member of yours? Or even shared this with them face-to-face (or via Skype/Zoom)?
For some leaders, this is difficult. Hopefully, the old-school thought patterns are fading away (i.e. “You get a paycheck – there’s your appreciation from me!”). Maybe some leaders are afraid that if they give this affirmation to an employee, that employee will no longer work hard to be successful for the company (this was actually said to me years ago). And then, some leaders have never had this modeled in their own lives.
But as leaders, it is critically important that we exercise this appreciation muscle with our team members. Here is what I have found to be impactful.
- Make it specific. Appreciate them and tell them why. What brought this on from you (especially if this is new for you)? Tell them what they did that caused this appreciation.
- Make it personal. Recognize the individual’s work. Don’t dilute it by being vague. If you would like more of what you are seeing in them, fan the specific flame in your appreciation. You will see that they will will be inspired to do more, be more (see above quote).
- Make it timely. Catch someone doing the right thing and let them know soon. It does not take long to write a specific, personal appreciation note/email. They will connect the dot from what they did that is bringing on this appreciation and your encouragement. Weeks or months later will not work. Appreciate now or very soon.
Below is a portion of an article was published in 2014 by Melissa Stephenson on Fulfillment Daily
What happens if a team member is not confident in their job?
- Work is produced at a slower pace
- Quality of work could suffer
- Results could be lacking the detail needed
- Your team member’s growth & development could stall out
- and more…
Read Melissa’s post below to learn how to build confidence. Use this in an upcoming coaching session. Wait…what?…you are lacking confidence? This article will then help you! And be sure to click on the link at the end to read the entire article. There’s more insights from Melissa there.
“Research on brain plasticity shows that our brains physically change in response to new experiences, thought patterns, and behaviors. This means that we can train ourselves to think differently about challenging situations—and, in turn, respond more confidently to them.
We can cultivate confidence by practicing thoughts and behaviors that increase our own self-belief. Try these:
1. Seek opportunities to practice success
Research shows that successfully mastering a challenging task strengthens our belief that we can achieve the same success in the future. A common example of this is public speaking: Although many people shy away from it, those who practice public speaking regularly get better at it, become more comfortable with it, and become more confident in it, too. Accumulating examples of success increases our confidence in a given area
2. Watch and learn from successful examples
Witnessing others succeed increases our belief that we, too, have the ability to succeed in a similar way. For example, the more we watch our friends run marathons, the more we begin to believe that we could also accomplish such a feat someday.
3. Build a positive support network
Social persuasion is a powerful tool for combating self-doubt. Encouragement from people we trust helps convince us that we have what it takes to succeed. So, when you’re facing a challenge, surround yourself with people who believe in you—their belief will help build your own awareness in your skills and abilities.
4. Recognize and redirect your unconfident feelings
How we perceive the way we feel about a challenging situation greatly influences how we feel about the challenge itself. For example, when we feel “butterflies in the stomach” before a presentation or performance, do we interpret the feeling as excitement or nervousness? This interpretation has a profound effect on how confident we feel in performing.
With these strategies to enhance self-belief, we can increase our power to confidently achieve our goals and overcome our challenges.”
Follow Melissa’s blog at: https://fourwellness.co/about
I’ve already read a couple of books on habits. I’m intrigued by how we create and maintain habits and how habits bring about positive change. In my reading, I recently came across a new book written by Dr. BJ Fogg – Tiny Habits.
I’m not through reading it yet, but I am already picking up great ideas that I can apply at work and in my personal life. Dr. Fogg lays out a systematic way to create habits – tiny habits – that have the power to change our lives.
As he writes “there are only 3 things we can do that will create lasting change: Have an epiphany, change our environment, or change our habits in tiny ways.”
He goes on: “One tiny action, one small bite, might feel insignificant at first, but it allows you to gain momentum you need to ramp up to bigger challenges and faster progress.” Jeff Olson (The Slight Edge) calls this the compounding effect.
Like most people, I tend to rely on motivation to try to reach an outcome. Dr. Fogg teaches that this focus will not work. It is the focus on and doing the behaviors that move us towards our outcome – this is the real difference-maker.
If you are interested in learning more about habits and the power they can harness, read this book. If you are looking for ways to help your team improve their results, this book will help. If you are wanting to achieve an outcome personally, read this book.
“There is a painful gap between what people want and what they actually do…the problem is with the approach itself, not with you.”
Buy this book and learn that approach. It is practical. It is actionable.