The more I get to know people, the more I love my dog – Frederick the Great

Writing in The Book of Business Anecdotes, Peter Hay shares a story that back in the 1950’s, marketing whiz Stanley Arnold was working at Young & Rubicam, where he was asked to come up with a marketing campaign for Remington Rand. The company was among the most conservative in America. Its chairman at the time was a retired General Douglas MacArthur.

Intimidated at first by a company that was so much a part of America, Arnold also found in that phrase the first inspiration for a campaign. After thinking about it, he went to the New York offices of Merrill Lynch, Fenner and Beane, where he told the broker, “I want to purchase one share of every single stock listed on the New York Stock Exchange.”

After a vice president tried to talk him out of it, the order was finally placed. It came to more than $42,000 for one share of the 1098 companies listed at the time. Arnold now took his diversified portfolio into a meeting of Remington Rand’s board of directors, where he argued passionately for a sweepstakes campaign with the top prize called A Share in America.

The old gentlemen shifted around in their seats and discussed the idea for a while.  “But Mr. Arnold,” said one, “we are not in the securities business.” Another said, “We are in the shaver business.”

“I agree that you are not in the securities business,” said Arnold, “but I think you also ought to realize that you are not in the shaver business either. You are in the people business.” The company bought the idea.

As a leader when you grasp and understand this simple but sometimes elusive reality of business it will be a difference maker for you. It’s easy to get so caught up in the day-to-day procedures and maintenance of business (the what) that we forget the why (vision and values) and fail to nurture the who of business – people. Here are three essential reminders to help you stay focused as you enter 2013.

People are the purpose of your business; serve them. At times this is a concept lost on many leaders. Crystalizing a key point on this topic is the former president of Starbucks International, Howard Behar. In his book, It’s Not About The Coffee, he writes, “At Starbucks we’re in the human service business, not the customer service business.” That’s the distinction. Behar adds, “I’ve always said, we’re not in the coffee business serving people, we’re in the people business serving coffee.”

When your focus is serving people and in every way treating them the way you would like to be treated you will be fulfilling the tenants of customer service. But it’s a point so simple we often overlook it. When your focus is on people and not your product the people will take care of your product.

People are the fuel of your business; invest in them. In his book, Up, Down, or Sideways, my friend Mark Sanborn explains, “Selling creates a transaction. Service–how we treat and care for that person-creates a customer. Without the customer, all is lost. Remember: no customers, no profit. Know customers, know profit. So making a connection with the customer becomes vital to the initial transaction and, more important, to the continued loyalty to your organization or brand.”

Smart leaders are all about building relationships. A person’s association to your product will take a backseat to their relationship with you as a person. When you nurture relationships above all else you are placing value where it belongs. Invest in people and they will invest in you.

People are the future of your business; be faithful to them. If not careful, leaders can have a narrow view of loyalty and only see it flowing one way – towards them. But may I remind you that loyalty is a two-way street and the best way to receive it is to give it. Be loyal to your people and they will be loyal to you. It’s that simple.

Og Mandino said, “Always render more and better service than is expected of you, no matter what your task may be.” Leaders who deliver their service with a servant’s heart will never go wrong. Faithfully deliver your best and the people you serve will reward you.

Are you a people person?

© 2013 Doug Dickerson

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The best morale exists when you never hear the word mentioned. When you hear a lot of talk about it, it’s usually lousy. – Dwight D. Eisenhower

Two recent studies have put the spotlight back on employee-employer relations and more specifically the issue of performance and morale. The two separate reports combine to give us a snapshot of some very revealing issues all leaders need to be mindful in the run up to 2013.

First is the release of the 10^th Anniversary edition of MetLife’s annual study of Employee Benefits Trends http://bit.ly/TUjIZw. A key finding this year is that 60 percent of surveyed employers recognize the precarious economic climate, rather than reducing business focus on employee benefits, actually creates opportunity for benefits to drive human capital. In addition, the Study found employees are less committed to employers, but at the same time, highly dependent on their workplace benefits.

The second was a survey released by Manpower Group’s own Right Management http://bit.ly/11N8jix, which revealed that an unprecedented 86 percent of U.S. employees say they intend to look for a new job in 2013. Only 5 percent say they intend to stay in the current position.  Driving this sentiment is booming stress, flight cognition, and the continuous job hunt. This could also be attributed in part to another survey they conducted which revealed that only 12 percent of companies have a fully implemented talent management strategy in place.

Awareness of these new studies should cause you to take pause and reflect on how you are closing this year and what changes you might want to consider in the next. Because you care about your people, here are three simple considerations to help you build morale in your organization. It is not a complete list but it is a start.

Listen to your people. A troubling trend is that most employers are not even aware they have morale problems. This disconnect is disturbing and if not dealt with it can far- reaching consequences. If the disconnect lingers within your organization it will lead to two drastically different interpretations of your corporate identity and direction. Neither outcome will have a happy ending.

As a leader, when you are proactive in listening to your frontline people who are the face of your brand then morale issues can be dealt with swiftly. Smart leaders have their finger on the pulse of the organization and can make better decisions. This happens when you get out from behind your desk and listen to your people.

Encourage your people. The studies reveal that businesses that took their eye off the ball as it relates to human capital issues had employee satisfaction and loyalty problems. When your people know that you believe in them and know they are empowered to do their job, the level of success they can achieve is limitless. And this is where the heart of the leader becomes the tipping point that moves your organization to a more relational and engaged one.

Encouragement is the fuel that energies your business. It is an awareness of the sacrifices your employees make because they have bought-in to the vision and purpose of your company. Encouragement is the expression of your human capital IQ; it is the sharing of common values with like- minded people who also took a risk by following you. Encourage your team!

Respect your people. Herbert Casson said, “In handling men, there are three feelings a man must not possess –fear, dislike, and contempt. If he is afraid of men he cannot handle them. Neither can he influence them in his favor if he dislikes or scorns them. He must neither cringe nor sneer. He must have both self-respect and respect for others.” When team members feel valued, respected, and included it goes a long way in creating a positive work environment.

Many variables come into play as it relates to morale within your organization. When you listen to and encourage your people you will inevitably develop strong morale. Building morale begins with respect for the gifts, talents, and contributions of all the members of your team. Your commitment should be to make it a priority.

How is your morale?

© 2012 Doug Dickerson

Doug’s new book, Great Leaders Wanted!, will make a great present this holiday season. Visit www.dougsmanagementmoment.blogspot.com to order your copy today!

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