I have been reading the new book, The CEO Next Door, by Elena L. Botelho and Kim R. Powell. In today’s reading, I came across the phrase “become of detective.” The context of this speaks of when a leader is trying connect with their team, stakeholders, board members, customers, etc. Becoming a detective means to work to truly understand the other person’s perspective so great decisions can be made and meaningful directions can be set and navigated.
So what do the authors state as the key elements of becoming a detective?
- Ask questions. Become curious. Asking versus telling will help you learn so much more about the other person’s values, needs, wants, concerns, etc.
- Engage intellectually. No simple patronizing nods. Ask more probing questions. Follow up. Follow through.
- Listen. Engaging intellectually means you are actively listening and asking great questions based upon what you have heard. Listening communicates to the other person you are investing in them – right now.
- Gather information to understand. Don’t make decisions in a vacuum. Your actions of asking/listening are the vital part of your information gathering. And all of that should lead to better understanding the situation.
- Harness what matters to them. Nothing frustrates customers/team members more as when a leader appears to have listened and then acts in a way that seems to ignore all of the previous interactions. If you truly want to connect with your customers/team members, harness what matters to them based upon your interactions with them.
This book will be available at the first of March. I received my copy through LeaderBox. Or you can follow this link to pre-order your copy today. It’s worth the read!
I shared some of these thoughts with someone just a moment again via email. I thought I would share this with you.
Are you the CEO, VP, Director, Manager, etc. on your team? If so, your team needs something from you. If you are in a team meeting, departmental meeting or all-company affair, don’t discount your impact in those moments.
I’m sure you know this is a plumb bob. It is used to insure accuracy in construction. A carpenter’s eye can deceive him. But a plumb bob cannot be “off”. The weight and gravity work in accordance with laws of physics. The plumb bob always shows what is in line/accurate.
Your team does not intend to ever “get off” the line (expectations) in their daily work. But it happens. Life events push in on them. Relationships in the office can become strained. We all can have bad days. Sometimes, a customer can be a jerk.
Our teams get off-kilter.
When you have your time in front of your team, it is a perfect time to help them re-calibrate. To hear and see the vision again. This is their plumb bob. And you get to hold the string.
You believe in your company’s vision/mission. Like it or not, your team looks to you at these key events to hold the string, remind them of their “calling”, spray a little Windex on the vision, and point all of your team’s ships in the same direction.
Be great at this.
That’s what your team needs from you. To be your best self. Your team all loves that, wants that, and needs that.
If you are in business, you deal with customers all the time. You want to provide a great customer experience, I know it! And your customers want a great experience as well.
But it doesn’t happen automatically.
Providing a great experience for our customers must be done intentionally. I created the following to help my team understand how they can deliver a great experience with our customers (we call them members at credit unions). Does this make sense in your business environment? Comment below. We all would love to read your insights.