mentoring – Page 9 – Doug Dickerson on Leadership

Anger: Taming the Savage Beast

Posted April 20, 2013
by admin

Anger is an acid that can do more harm to the vessel in which it is stored than to anything on which it is poured. – Mark Twain

A story is told of Abraham Lincoln’s secretary of war, Edwin Stanton, who was angered by an army officer who accused him of favoritism. Stanton complained to Lincoln, who suggested that Stanton write the officer a letter. Stanton did, and showed the strongly worded letter to the president.

“What are you going to do with it?” Lincoln inquired. Surprised, Stanton replied, “Send it.” Lincoln shook his head. “Put it on the stove. That’s what I do when I have written a letter while I am angry. It’s a good letter and you had a good time writing it and feel better. Now burn it, and write another.”

Anger is one of those emotions that if not dealt with can cause many problems for leaders. What’s more important is for your team to know how to deal with the anger of your customers. This was the topic of a recent Open Forum column (http://amex.co/11qWxK4) by Rieva Lesonsky. In the column Lesonsky cited a Futures Company survey that was conducted last year that revealed more consumers are in a state of generalized rage – not necessarily about customer service, but about most things in general.

The general state of mind of most consumers’ worldwide highlights a growing challenge for business leaders, and having an intuitive staff that can handle the growing tensions is imperative. The survey highlighted three primary sources for this heightened consumer anger: stress, suspicion, and anti-business attitudes. Any one of these ingredients is cause for concern but when combined as part of a growing consumer trend it is important not to ignore it.

Stemming the sentiments of consumer anger will require a proactive approach. While space restricts me from presenting an exhaustive approach for dealing with the consumer anger issue I will offer starting points that can position you to address it. Here are three steps to begin with that can help you tame the savage beast of anger.

Create awareness. Internal awareness is the first step toward addressing consumer anger. Is your company or organization paying attention to the warning signs of consumer anger? How consumer anger is manifested towards your business should be on your radar. If you are not aware of how it affects you, your competitors, or your suppliers it can have potentially negative consequences.

Creating awareness within your organization is crucial to its health and vitality. Make sure your frontline staff is sensitive and proactive in how they represent your company and the image they are putting forth. Being aware of potential conflicts can prepare you to surprise your customer with a greater than expected experience. You win your customer over tomorrow by preparing your staff today.

Build relationships. Externally, the success of your business is grounded in relationships. Mark Sanborn nailed it when said, “Customers don’t have relationships with organizations; they form relationships with individuals.” How do you see your customers? If you merely look upon them as transactions you are missing the point and always will. The key to dispelling the consumer anger sentiment is to make it personal which begins by building relationships.

Value is created where value is given priority. The reason consumers feel suspicious is due to their belief that businesses are ready to cheat customers whenever they can get away with it. Dispelling the anger is found in building trust. That can only happen in relationship. Loyalty to the business is not always an economic decision it is one of relationship.

Deliver service with excellence. Taming the savage beast of anger is an internal work (creating awareness) and it’s an external work (building relationships), which can now be solidified with how you deliver your product. When excellence is the standard by which your company or organization operates then it will be reflected at every level of the consumer experience.

The blueprint of your success in taming the savage beast of anger begins with leadership. Your capacity as a leader to recognize the need is the beginning of solving it. Creating a culture of awareness is essential to your teams’ ability to recognize consumer anger and defuse it. And everyone delivers with excellence at every phase of the consumer experience it will keep them coming back for more.

Are you taming the savage beast?

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Leadership Minute: Call Forth the Best

Posted April 17, 2013
by admin

Epictetus said, “The key is to keep company only with people who uplift you, whose presence calls forth your best.” As a leader it’s nice to be surrounded with like-minded people who share similar passions and dreams. But are you nurturing those passions in others? One of the privileges of leadership is having the opportunity to invest in the people around you. As you call forth the best in others you will eventually raise everyone to a higher level. Don’t be discouraged by what you may see around you today. Calling forth the best in others is a process that pays great dividends. Don’t give up!

If you enjoy reading the “Leadership Minute” you will especially enjoy reading Doug’s leadership books. Visit his website to order your copies today.

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Are Your Expectations Serving You Well?

Posted July 14, 2012
by dougdickerson

Oft expectations fails, and most oft there where it promises – William Shakespeare

A story is told of a young psychology student serving in the Army who one day decided to test a theory. Drawing kitchen duty, he was given the job of passing out apricots at the end of the chow line.

He asked the first few soldiers that came by, “You don’t want any apricots, do you?” Ninety percent said “No.” Then he tried the positive approach: “You do want apricots, don’t you?” About half answered, “Uh, yeah. I’ll take some.” Then he tried a third test, based on the fundamental either/or selling technique. This time he asked, “One dish of apricots or two?” And in spite of the fact that soldiers don’t like Army apricots, 40 percent took two dishes and 50 percent took one.

The story is a reminder of the power of expectations and how they serve you in leadership. A word of caution to leaders is not to neglect this important leadership component- staying abreast of the expectations of your customers and clients; not to mention those of your organizational team.

Denis Waitley said, “Our limitations and successes will be based, most often, on your own expectations for ourselves. What the mind dwells upon, the body acts upon.” He’s right. So let’s probe a little deeper and be sure that the expectations you have are serving you well. Here are four questions for your consideration.

Are your expectations based upon reality? In leadership there is a fine line at times between expectations and reality. It is what Colin Powell refers to as the “ground truth” of measuring your current situation against the unvarnished truth as it exists. Expectations ought to be based on a blend of your current circumstances measured against future goals. Facing your expectations with this reality will keep you focused as you achieve your goals.

Are your expectations in harmony with your vision? While expectations must be grounded in reality they too must be in keeping with your vision. Do not sacrifice your vision because of your reality. The power of your expectations will carry you beyond your reality because it is a powerful motivator. Walt Disney said, “All our dreams can come true, if we have the courage to pursue them.” The power of your expectations will cause you to overcome any adversity if you put your mind and heart to it. Are your expectations vision based?

Are your expectations transferable? The buy-in of your expectations is critical. Have your expectations been articulated to and embraced by your team? John Maxwell was right when he said, “The people’s capacity to achieve is determined by their leader’s ability to empower.” The expectations of one has limited fulfillment. But when those expectations are embraced and enacted upon by your entire team, you will see a compound effect take place that will carry you to the next level. Make sure that your expectations have been transferred and received.

Are your expectations helping or hurting? Tony Robbins said, “People are not lazy. They simply have impotent goals-that is, goals that do not inspire them.” Are your expectations inspiring others? Leaders must evaluate their expectations in light of how they meet organizational goals and if they are properly promoting the health of the organization. While strong expectations serve your organization well, unhealthy ones can have a negative impact. It is important that the leader get it right and that the expectations you promote are taking you in the right direction.

Are your expectations serving you well?

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Doug’s new book, Great Leaders Wanted, is now available. Visit www.dougsmanagementmoment.blogspot.com to order your copy today.

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Why Ground Truth Matters

Posted July 12, 2012
by dougdickerson

In his new and highly recommended book, It Worked For Me, In Life and Leadership, Colin Powell writes about the importance of having what he describes as ground truth.

Powell writes, “…surround yourself with sergeants-that is, people with ground truth experience whose thinking is not contaminated with grand theories.” This is excellent leadership advice for the leader just starting out or as a reminder to the seasoned leader in need of a refresher.

The “sergeants”, the bearers of the ground truth on your front lines are some of the most valuable people on your team. They are the ones by which potential clients form their first impressions of your company and what they can expect in terms of any relationship going forward.

The sergeants in your organization are also the ones who will tell it to you like it is and give you the unvarnished truth as you need it delivered. A wise leader is one who knows his or her sergeants well and places a high degree of confidence in them. In the marketplace today you need people with ground truth experience who can help you.

John Maxwell said, “Few people increase the credibility of leaders more than adding value to people around them.” And that is what people with ground experience do – add value. Ground truth in leadership matters because those with it are invaluable to your organization.

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Doug’s new book, Great Leaders Wanted! is now available. Visit www.dougsmanagementmoment.blogspot.com to order your copy today!

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