customer service – Page 3 – Doug Dickerson on Leadership

Taking ‘No’ Out of Your Playbook and Why it Matters

Nothing will ever be attempted if all possible objections must first be overcome – Samuel Johnson

Leaders understand that obstacles are a part of the landscape on the road to success. But how many leaders are self-aware enough to realize that some of the obstacles blocking their desired success are self-inflicted?

When what stands between your employees or volunteers and potential success is a constant drum beat of no or the good ole standby of, “We’ve never done it this way before,” then you are capping your talent and are hindering your chances of success.

In his book, It’s Not About the Coffee, past Starbucks International president Howard Behar writes of the necessity of taking ‘no’ out of your playbook. His thought was that we can grow so accustomed to saying no to our customers or employees that soon these roadblocks take on a life of their own and become the unspoken rules, the No Book, that stands between you and your potential success.

One example Behar shared about Starbucks turning an everyday no into a yes was by opening the door early in the morning. Customers would come by ten minutes before the store opened and they were routinely turned away. The message the prospective customer would get was, “No, we’re not open yet.” When they realized they could say yes they began to open ten minutes before the posted opening to serve their customers.

To be sure, not every yes will guarantee success and not every no will deny it. But what you must realize is that until you release the power of possibilities in your people they will never have a chance to find out. Taking no out of your playbook will unlock their potential and give them much needed freedom to grow. That is critical to your success. Here is why taking no out of your playbook matters to you as a leader.

It empowers your people.

There is no better way to empower your people than to release their creative ingenuity with a yes attitude. It signals that you believe in them and want them to reach their full potential. Empowered people are driven people and are more invested in the product and outcomes. When you remove no from the playbook and replace it with a yes then you elevate everyone to a new level.

It puts the focus where it belongs.

When no is replaced with a yes then the playbook becomes a different document. The paradigm shifts. You go from paying defense to playing offense. Now instead of an inward focus it’s an outward one. Where once it was all about you, now it’s about those you serve. When your purpose revolves around a “yes we can” mentality then there is no room for “no we can’t” detractors. When your people are free to focus on what they can do instead of what they can’t do it will make a world of difference.

It creates momentum.

Some leaders exert a lot of energy and waste a lot of time trying to figure out the secret to creating a culture of momentum. Sadly what some do not realize is that they are the reason why it’s lacking. Why? They haven’t taken no out of their playbooks and consequently their much needed momentum lies dormant.

What would it take to motivate you? Former Miami Dolphin’s great Bob Kuechenberg shares how he got his. He tells the story of his father and uncle who were human cannonballs in carnivals. His father told him, “go to college or be a cannonball,” said Kuechenberg. Then one day his uncle came out of the cannon and missed the net and hit the Ferris wheel. It was then that Kuechenberg decided to go to college.

As a leader you can either take no out of your playbook and put in a resounding yes, or you can be shot out of a cannon. Why not release the potential of your people, focus on those you serve, and generate the momentum you need? Say yes!

I invite your feedback!

1. What “no’s” are the most demoralizing for you or your office?

2. In what practical ways can you learn to say yes and empower others?

3. How would your office or organization benefit by taking no out of the playbook and replacing it with a yes?

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Leadership Minute: Working Together

Posted March 13, 2014
by admin
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There is nothing wrong with competition. The problem for many leaders is that thy end up competing against their peers in their organization in a way that hurts the team and them. – John Maxwell

Hopefully within your organization are a group of committed individuals who have a strong desire to succeed. The energy they generate is vital to your future. The more of them you have the better positioned you are going forward. But be careful not to allow that energy to be used in a negative way. Healthy competition is good but it can be counterproductive when it turns friends into enemies or colleagues into adversaries. Don’t allow factions to emerge because of the actions of a few. Your team must be reminded that you are all working toward the same goals and everyone’s success must be celebrated. When you work together you can succeed together.

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Five Ways to Protect Office Morale

Posted March 8, 2014
by admin
4 Comments on Five Ways to Protect Office Morale

Never hold discussions with the monkey when the organ grinder is in the room – Winston Churchill

The early American Indians, as the story goes, had a unique practice of training young braves. On the night of a boy’s thirteenth birthday, after learning hunting, scouting, and fishing skills, was put to one final test. He was placed in a dense forest to spend the entire night alone. He was blindfolded and taken several miles away. When he took off the blindfold, he was in the middle of a thick woods and he was terrified.

Every time a twig snapped, he visualized a wild animal ready to pounce. After what seemed like an eternity, dawn broke and the first rays of sunlight entered the interior of the forest. Looking around, the boy saw flowers, trees, and the outline of a path. Then, to his utter astonishment, he beheld the figure of a man standing just a few feet away, armed with a bow and arrow. It was his father. He had been there all along.

Good leaders know a thing or two about protecting that which is important. The success of your business or organization is linked to the morale of its employees or volunteers. While everyone’s happiness is not the responsibility of the leader, it is in the best interest of the leader to see to it that strong morale in the work environment is maintained for maximum benefit.

Why does this matter to the leader and why should it be on his or her radar? Workplace morale seems to always be a challenge. The Daily News last year (http://nydn.us/1insfoc) cited a Gallup report showing that 70% of Americans polled either hate their job or are “disengaged” from their work, and even perks don’t work if they’re unhappy with management. Until you make the building and maintain of strong morale a priority it will continue to be a negative issue you contend with. Here are five ways you can work to protect it.

1.) Put others first.

This is a basic leadership principle but one that yields high returns when applied. System-wide, when people within your organization learn to put others first it sends the message that you are committed not only to your own success but to the success of those you work with. The all-in is a signal of your buy-in which makes coming to work much more pleasant. When you don’t have to question where others loyalties it’s like a breath of fresh air. You build and protect morale by putting others first.

2.) Have your people’s backs.

Nothing will promote strong morale among your people quicker than when they know you have their backs. You give your team the ability to excel and create when they know you support them and when they know you have their backs not just in the good times but in the down times. Loyalty cuts both ways and when you demonstrate it both in words and actions you are protecting your morale not just for today but for tomorrow. Having their backs is about trust and it is a much needed stabilizer when team members don’t have to second guess you.

3.) Keep your word.

Protecting morale is saying you will have their backs and then having it. Having the backs of your people is not giving them carte’ blanch for things that are not in keeping with your values and goals. But it is about you as the leader giving team members permission to use their creative powers to grow and produce. You keep your word by giving your support and equipping them with the necessary tools for their development. You keep your word by being their chief defender when they come under unfair attacks. Keep your word and you will protect morale. It’s an issue of respect.

4.) Be consistent

Nothing will undermine the morale in your office or organization quicker than the inconsistencies of the leadership. Sadly, petty turf wars, jealousies, and office politics can sabotage office morale when self-interests and the actions of a few create a climate that affects the whole. As the leader, this is on-going battle you must be on guard against. A strong leader will be consistent in their dealings with everyone.

5.) Effective communication

There is a difference between regular communication and effective communication. A smart leader will not take it for granted that just because they put forth information that it is enough. George Bernard Shaw said, “The single biggest problem in communication is the illusion that it has taken place.” Effective leaders communicate, and protect morale, not by edict but by relationship. The burden is on you, not your people, for how well you communicate. Don’t leave it to chance. Protect morale by strong communication skills.

What do you say?

I invite your feedback!

1. What have been the biggest contributors to poor office morale that you have experienced?

2. Which one of these five tips would be most helpful in your office?

3. What would you add to the list?

4. What additional encouragement would you give to fellow leaders?

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Leadership Minute: Team Unity

Posted March 4, 2014
by admin
4 Comments on Leadership Minute: Team Unity

A house divided against itself cannot stand. – Abraham Lincoln

In leadership circles we hear a lot about teamwork and team building, but not as much about team unity. Unity of your team does not mean checking your individuality at the door and not having differing views and opinions. Team unity simply means that once all the views have been aired, differences expressed, and a consensus reached, then it’s time to move forward with a united front. Teams need diversity of thought, creative minds, and fresh eyes taking a look at things from every angle. Promoting team unity begins when the leader acknowledges and values everyone’s input. Unity breaks down when voices are squelched. Build unity by building relationships. Never underestimate the value that each person brings to the table.

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Three Boundary-Busters Every Leader Must Face

You’re the same today as you will be in five years except for two things: the people you meet and the books you read. – Charlie “Tremendous” Jones

About 350 years ago, as the story is told, a shipload of travelers landed on the northeast coast of America. The first year they established a town site. The next year they elected a town government. The third year the town government planned to build a road five miles westward into the wilderness.

In the fourth year the people tried to impeach their town government because they thought it was a waste of public funds to build a road five miles into a wilderness. Who needed to go there anyway?

Here we had people who had the vision to see three thousand miles across an ocean and overcome great hardships to get there but in a few short years were not able to see even five miles out of town. They had lost their pioneering vision. They were unable to move beyond their current boundaries.

If not careful, we too can get stagnant where we are and not move forward with fresh thinking and ideas. Expanding your borders as a leader and as an organization is about growth. Will your current way of thinking cause you to move forward in a positive way? Are you placing limits on the possibilities that could be yours? Here are three boundary busters that I think held the people back 350 plus years ago that could be holding you back today.

Having a big vision without the big picture.

Initially the people knew what they were signing up for and went along. But the vision that took them 3,000 miles at the start would not take them five additional miles at the end. Buy-in at the beginning of your vision is imperative but if there is no big picture to motivate your people to its completion it’s tragic.

An unfulfilled vision will frustrate you as a leader and disillusion your people. If you want to expand your boundaries beyond where you are today then your people must see the big picture. Open it up to them. Let them see the steps in the process and why they are needed. Do your people know your ten year plan? How about a five year plan? Do you know it? When your vision is clear then the big picture will make sense but not until then. If you want your followers to know it then it’s up to you as the leader to share it.

Limitless possibilities constrained by limited accomplishment.

The first few years these new travelers did what was necessary. They established a town site and government. By all accounts they were making progress. But a shift happened. Their thinking changed. What do you suppose happened? My guess is that the urgency of the vision that brought them there has now settled and they have become comfortable.

Complacency is a threat to any organization and leader. When you allow yourself and those you lead to “auto-pilot” their work, goals, or expectations then you have become settled. You may not be losing ground but you are certainly not gaining any. The townspeople could not see the big picture because they were comfortable. Never mind that they could have expanded their borders and improved their way of life. So long as you are comfortable where you are you will never expand your borders.

Small thinking in the face of great possibility.

Surely there was more to the 3,000 mile journey than a cozy little township. Was not surviving the hardships of sea now worth greater exploration? Expanding your borders is not about settling. Do you not have new trails to blaze? Do you not have new discoveries to make? Sadly, in the face of such great opportunity were those who were ready to obstruct progress.

The lesson learned here is this: Not everyone who starts with you will finish with you. Not everyone will pay the price to go to the next level. The greater the sacrifice the fewer your numbers will be. Many will want to bask in your accomplishments but not all will help you get there. But leaders understand this and will not hold it against them. It is the point of separation. If you want to expand your boundaries as a leader you must be willing to pay the price. Sometimes you will travel alone. But your possibilities are there for the taking if you are willing to lead the way.

What do you say?

I invite your feedback!

1. What boundary-busters are you challenged with?

2. How can you more effectively share your vision and big-picture with those you lead?

3. In what ways can you encourage those you lead to take the journey with you?

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100 Books for 100 Teachers

Posted February 28, 2014
by admin

LEADERS WITHOUT BORDERS…

Over the past few years I’ve had the joy of going into many schools thanks to the generosity of individuals and businesses that have partnered with us to give copies of my book to teachers. Our teachers are the heroes of the classroom and our communities and our way to thanking them is by gifting them with copies my leadership book.

I am using my “Leadership Minute” space today to ask you for your help. My goal is to gift 100 books to 100 teachers in the coming days and I am asking for your help. If you would like to help me honor our teachers, perhaps in a small way to say thank you for the teachers who helped shape your life, then I’d like to hear from you. If you have been inspired, encouraged or motivated by the “Leadership Minute” then would you consider helping us in this worthy cause?

Here’s the challenge: Go to my website, www.dougsmanagementmoment.blogspot.com, and order one or more books for this challenge. As a thank you when you place your order I will email you a free PDF version of the book!

With your generosity and help I know that we can not only reach this goal but I am confident we can exceed it. The more books gifted the more teachers we can impact! At just $10 a copy this is simply a small investment to say thank you for all that our teachers do. Thank you for your generosity!

* You can read more by clicking on the “Leadership in Education” tab at the top of the page. Again, thank you for your help today!

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Leadership Minute: Called To Serve

Leadership is an opportunity to serve. It is not a trumpet call to self-importance. – J. Donald Walters

When was the last time you gave consideration to the meaning of your leadership? Is it about climbing the corporate ladder? Perhaps it’s achieving a certain status or rank within your organization? These are not necessarily bad things unto themselves but in the larger meaning of leadership I submit it’s missing the point. At the heart of leadership is a desire and willingness to serve and develop others. It’s about discovering the seeds of greatness in others and doing your part to help it grow. Leadership comes with privileges and responsibilities and at its pinnacle is the realization that it’s not about you. Find the joy and meaning of true leadership by serving others.

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Four Ways Following a Leader Can Be Difficult

A leader is one who knows the way, goes the way, and shows the way. – John Maxwell

An old woodsman gives this advice about catching a porcupine: “Watch for the slapping tail as you dash in and drop a large washtub over him. The washtub will give you something to sit on while you ponder your next move.”

Inspiring leadership is needed now more than ever. What’s not inspiring, however, is watching reactionary leaders who are chasing porcupines with washtubs who never seem to be ahead of the game. What’s even more frustrating is trying to follow this type of leader.

A few years back Forbes contributor Eric Jackson wrote an article on the top ten reasons why large companies fail to keep their best talent. In a nutshell they are baldy managed, send mixed signals, and have misplaced priorities. These things not only drive away your best talent but are the things that also undermine your ability to lead. Here are four ways following a leader can be difficult and why it matters.

When there is no clear vision and purpose.

Simply put, if you don’t know where you are going as a leader what makes you think anyone will want to follow you? A chief hallmark of a leader in any organization is one who knows where he is going and why, and has convinced you of the same. If the vision and purpose of your organization is not clear among the leadership then you can be assured it is unclear to everyone else. If your vision or purpose is not known internally then those who have the most to gain from your service or product will be the ones who lose out. This is a Leadership 101 issue. You will never succeed personally or as an organization if you can’t define your vision or purpose. What can you do about it? Define it. Share it. Do it.

When communication is not clear and consistent.

Communication is the lifeblood of your organization. It’s not something you leave to chance. Think for a moment of the measurable things within your organization that are important to you such as sales projections, budgets, or employee performance reviews. These are important things that you track and rightfully so. Communication deserves the same treatment. Nothing will frustrate the people in your organization more than poor communication. If they are in the dark about what is going on or they find out information second- hand then you are dropping the ball. Be clear, consistent, and frequent with your communications and always be ahead of the curve. Getting information late can have the same negative consequences as not finding out at all.

When team members are not valued or respected.

Not all team members are equal in terms of responsibility, skills, or assignments. But all are worthy of being valued for what they contribute and are worthy of respect. This is a fundamental leadership practice that you should not even have to ponder. But leaders can be hard to follow when they fail to recognize the hard work and efforts that each person brings to the table. Not everyone’s experiences will be the same but everyone’s input has value. Leaders can be hard to follow (and rightfully so) when they allow unprofessional conduct such as bullying to go unchallenged. Leaders worthy of being followed will take a stand and not allow it. Smart leaders give their team members respect and value their expertise. They make following a pleasure.

When leaders are inconsistent and fail to set the right example.

What followers of any leader want more than anything else is a leader who is consistent. They want to follow a leader who knows who they are, where they are going, and have made a compelling case for their leadership. Followers don’t mind weathering the storms. They will follow you through good times and bad so long as you remain true to your values and do the right thing. Yes, leadership can be hard, but even more so for followers who want a leader who says what he means and does what he says.

What do you say?

I invite your feedback!

1. Which point was the most troublesome for you as a follower?

2. As a leader, which point do you need to work on the most?

3. What would you add to the list?

4. What are some tangible things you can do to develop your followership skills?

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Leadership Minute: See Past the Majority

When I think of vision, I have in mind the ability to see above and beyond the majority. – Charles R. Swindoll

This is one of the toughest leadership principles to grasp. Vision is relatively easy compared to getting past the majority opinion. Leaders come under an enormous amount of pressure to lead in such a way as to please the majority. All leaders had better understand this truth; leadership can be lonely at times. When your vision takes you to a place where the majority does not reside you’d better be prepared to stand alone. Your vision is not a popularity contest. Stand by your principles. Be true to yourself. And then let the chips fall where they may. But at the end of the day don’t forfeit your dreams for the appeasement of the crowd.

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Leadership Minute: Searching for Answers

If you only do things where you know the answer in advance, your company goes away. – Jeff Bezos

An important lesson for leaders to learn is that it is okay to not have all the answers. I know it sounds counterintuitive from a leadership standpoint but you don’t always have to be the answer person. Sometimes the journey is going in a direction that is filled with uncertainty and unpredictable outcomes. While it’s smart to have a plan that gives you direction and purpose there is something to be said for new discoveries along the way. Embrace what is possible, be flexible enough to learn something new, and always be curious. Leadership is an exciting journey filled with many unexpected possibilities.

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