Posted: October 17, 2023 | Categories: Leadership, Management, Self-Improvement, Team Building

Many years ago I was working for a company that put a big emphasis on mentoring.  As a senior account rep, I was approached by my supervisor (Bill) to mentor a team member who had just been hired.  With my natural love of coaching, I eagerly agreed to take on the mentor assignment.  The first thing I did was ask Bill, “What are the most important areas of professional development you would like me to focus on?”  Bill replied with a predictable menu that included prospecting, tracking, learning specific terms, and sales language.  Then Bill concluded with, “And I want you to work with him on the weekly forecast sheet we turn in every Monday.”  I looked at Bill and saw a twinkle in his eye.  I thought, “You son of a gun”.  You see, I was not consistent at turning in my weekly forecast sheet.  I knew that was going to change immediately if I wanted to lead by example – and I did.  Bill knew it too.  How sneaky!  He tricked me!  No, he didn’t.  Bill was just being a resourceful leader.  His delegation was well thought out.  He designed it so that both me and person I was mentoring would grow.

Instead of nagging me about doing my report every week, Bill put me in a situation where I would naturally want to do it.  I did become consistent with my reports and I didn’t feel manipulated.  Bill created a “win-win”.
“

Posted: September 7, 2023 | Categories: Customer service, Leadership, Self-Improvement

As time goes by, most of us tend to get set in our ways.  This can be good, and it can also hold us back from making necessary changes.

From a leadership perspective, the word “breakthrough” means a positive change in attitude or behavior that would not have been predicted looking at past behavior.  We love breakthroughs!

Recently I observed a breakthrough with one of my clients:  There was a team member who was not eager and did not present a professional appearance.  We’ll call him Sam.  Since Sam’s job involves direct contact with customers, this was a problem.

Fortunately for Sam, his boss cared about him and was a straight shooter.  Sue had a conversation with Sam that was direct and respectful.  She clearly communicated that he was below standard and she detailed what needed to change if he wanted to remain on the team.

A couple months later, Sue was short-handed, and decided to put Sam in a high-profile assignment and give him another try.  Sue’s expectations were low, but much to her surprise, Sam did “fantastic”.  His attitude had changed and he presented hiself as a model of professionalism.  It was a breakthrough.

Wouldn’t we all like to see more breakthroughs with the people we count on?  Like Sue, we need to care and talk straight.

Posted: August 25, 2023 | Categories: Customer service, Leadership, Self-Improvement, Team Building

If you are a parent, there usually comes a moment when your child needs to deal with a bully.  I also believe that adults in the workplace must sometimes deal with a bully.  According to the dictionary, a bully is, “A person who habitually seeks to harm or intimidate those who they perceive as vulnerable.”  In other words, a bully is a coward, and they enjoy picking on someone who lets them.  Please note the word enjoy.

I can truly say that I cannot recall allowing myself to be bullied in my childhood or adult life.  Many have tried.  I learned a valuable lesson early:  Bullies like to bully, but only if it is a pleasant experience for them. My commitment was to make sure any bully who tried to pick on me would find the experience unpleasant and not worth repeating.  We don’t need to be Chuck Norris, we just need to make sure that bullying us is not a pleasant experience

In adult life we can also be bullied.  When someone says something mean to us, we can take a time out with that person and say, “You just said _______.  I am not exactly sure what you meant by that.  Please elaborate” I would politely and respectfully put them on the spot rather than absorb the hit.  They soon got the message that bullying me was not going to be an experience worth repeating.

Many years ago, I was talking with a player on the Chicago Bears, and he mentioned he often had to face Walter Peyton in scrimmage.  He said he dreaded having to tackle Walter Peyton.  I said, “Gee, I thought he was a nice guy”.  The player said, “He is.  It just hurts to tackle him.”  Tackling Walter Peyton was like trying to stop a ton of bricks.  It wasn’t an experience you would want to repeat.

You may be a victim of bullying in the workplace or you may know someone who is.  If so, do your best within good reason to make the bully not want to try again.

Posted: July 18, 2023 | Categories: Customer service, Leadership, Self-Improvement, Team Building

Many years ago there was an aftershave commercial with the tagline:  “Hai Karate…be careful how you use it!”  When I think of the attributes of email, I often recall that aftershave commercial.  Email is a tool, and like a hammer, you can use it to build a house or tear it down.  In business, we want to build. 

Responding quickly when appropriate:  We have all been in a situation where we needed data, a model number, or a code to complete a task.  We email someone who we know can help, and we appreciate it when they get right back to us.  Downsde: Responding quickly to every email we receive could be a distraction, and affect our time management.

Send on Monday morning:  A postal employee once told me that the best time to go to the post office is before 10am on Saturday.  They were right!  Likewise, here is the rule for sending an important email:  Sent it out first thing Monday morning so that it will be at the top.

Using emoji’s:  According to email strategist Emma Russell, emoji’s can give us a nice emotional spike, but they work best when sending them to people you know.  “Using emoji’s with strangers can have unintended consequences.”

Question:  When should we phone rather than email?  That’s debatable.  My rule of thumb:  If someone is writing me an email and I can tell they are upset with me, my response would probably be two words”:  “Let’s talk”

Posted: June 21, 2023 | Categories: Customer service, Leadership, Networking, Sales, Self-Improvement

Throughout my nearly 50 year coaching career there is one question I ask that has generated the most productive leadership discussions.  Here it is:  “How many can think of a way to improve relationship and leadership growth that does not include improving our listening skills?”  From the responses I have received from this question, I can only conclude that improving our listening skills is the best single thing we can do to strengthen relationships.

Yesterday I attended a visitation to pay my respects to a very special mentor who passed away earlier this month.  His name was Joe.  The funeral home was packed.  In the memos, people talked about Joe’s caring and sense of humor.  Most importantly, there were many who commented on what a sincere, empathetic listener Joe was.  I remember when I talked to him he would focus on me and not get distracted.  There was no tension in his eyes, and I could easily see that he was listening to understand rather than respond.  It was such a great feeling.  When we can listen as well as Joe, we can make people feel good about themselves and build strong trust.

Now would you like to know how good a listener you are?  OK.  When was the last time you received a compliment for being a good listener?  Hmmm…