Posted: January 28, 2019 | Categories: Leadership, Management, Team Building

Last month I read a headline that made me sad and joyous at the same time.  The headline read, “Maverick Founder of Southwest Airlines dies at 87”. Herb Kelleher was a true maverick, and that is an understatement.

Years ago I was on a Southwest flight from Phoenix to Chicago.  As the flight began, the flight attendant took to the microphone.  She said, “Welcome aboard.  We will be serving beverages on this flight, and soon our servers will be coming by.  At this time, I want everyone to open up their in-flight magazine and turn to page #29.  Got it?  OK, now go to the right column.  There you will see listed all the beverages we offer.  Now I would like you to go through this list, and choose what beverage you would like.  Is everybody with me?  Good.  And remember, we are completely out of, What do you have?”

That’s Southwest.  Who else would have the nerve?  As I reflected on that moment, I realized that they were following in true order of their values.  Here are their top three in order:

1. Have fun.
2. Love your employees
3. Love your customers.

So how come we customers ended up in third place?  Herb Kelleher knew that having fun and treating your people right was the way to have a loyal following.  Beyond that, he did have a quirky priority:  He looked for people who had strong personalities.  The whiskey-drinking, cigarette-smoking fellow just couldn’t settle for his folks saying “Have a nice day” in monotone.  The Southwest Airlines Crew:  They may excite you, they may infuriate you, but they will never bore you.  One more thing:  In the 20 years he was at the helm, Southwest made a profit every year, and they continue to do so.  Are you a maverick?

Posted: December 6, 2018 | Categories: Self-Improvement, Team Building

If we are very skilled at doing something, there was a time when we weren’t. It is one thing when we stumble. I think it is even tougher when we watch someone we love struggle.

One of the most uncomfortable times of my life happened in the fall of 2008. We were in the midst of a terrible recession, and my son had recently graduated from college. He was eager to launch his career working as a financial adviser. He was hired by a reputable company, and they provided him with all the resources he needed to succeed…except clients! He had to develop those on his own. He worked out of our house, and I heard him dial and dial the phone with very disappointing results. I thought he might get frustrated and quit. He didn’t. Kept picking himself up and starting over.

It reminds me of a scene I saw years ago when I was enjoying a walk after lunch. I noticed a mother duck marching along with a trail of little ones behind her. They followed mama and would not let her out of their sight. Then mama came to a curb. She jumped the curb and turned around to look at her brood. They were in a panic, and one by one they began attempting to jump up the curb to catch up with her. Some succeeded after a couple tries, while others kept attempting to jump, but kept falling back down. It must have been painful for those little ducks to crash to the pavement. I thought mama would offer to help. She didn’t. She waited until all the little chicks made it up the curb. Then, she looked at me, quacked, and the caravan of mama and the ducks moved on.

Folks, we can at least be as smart as a duck. Let’s not be afraid to let those we love struggle when they are learning something. It is the way we get better!

Posted: September 27, 2018 | Categories: Leadership, Team Building

I work with organizations and teams that have a strong desire to operate at top performance.  While there are many attitudes, skills, and behaviors that need to be in place, one attribute that is often overlooked is being approachable.  In his classic book, “How to Win Friends and Influence People”, Dale Carnegie said, “The expression we wear on our face is more important than the clothes we wear on our back.”  What is the expression on your face at rest?  Is there a sparkle to it, or do you tend to have a more stern look.  Here is a story for you:

Many years ago, I was facilitating some leadership training, and the class consisted mostly of small business owners.  Cliff was one of the owners.  He ran an HVAC business, and years ago he was struggling to motivate his team.  A friend made a suggestion:  “Why don’t you change the expression of your face at rest?  You will find your people are more comfortable approaching you.  Right now, it seems like they are avoiding you”.  Cliff took the suggestion to heart.  It was hard to get into the habit of always having a pleasant expression.  He stuck with it, It was two years before he firmly formed the habit.  It paid off.  He said it was the most important decision he had even made since going into business.  As more people approached him, the communication opened up.  With more communication came more teamwork and problem solving.  Think about it.  When you go in to a store, and everyone is smiling, take note of the boss.  He or she is probably smiling.  Conversely, if you walk in and see glum looks on everyone, take a look at the person in the mezzanine.  Be prepared for Mt. Rushmore!

Posted: September 7, 2018 | Categories: Customer service, Leadership, Management, Team Building

If we want our product or service to be competitive and profitable, we need to deliver on time, within budget, and meet quality requirements.  To consistently achieve these objectives, there is one area I am finding increasing frustration:  Management of vendors and subs.  Since these folks are not on the payroll, we do not have the line authority and control that we do over our own employees.

In my 40 years of coaching and training, there is one business owner that stands out as the best vendor/sub manager I have ever known.  His name was John, and he was a contractor.  He built homes in the $1 million-plus range and was famous for always finishing the home on time and within budget.  He also had customers who were “wowed” and eager to refer him to their friends.  John’s recipe was simple:  He knew the four steps of project management:

1. Begin with the end picture in mind.

2.  List every single task and activity that needs to be done.  Prioritize the items and put them                                                  in sequence.

3.  Plan each task.  Negotiate and set deadlines with your subcontractors.

4.  Hold your team accountable

As simple as it sounds, it is not easy.  John’s strength was in step #4:  Holding people accountable.  If a sub committed to a time and date, John expected the sub to be there.  He was not a harsh man.  He simply went by the “Four F’s”:  Firm, Friendly, Frank and Fair.  I role-played with him in class to challenge him.  I played a sub that was trying to re-schedule a date I had committed to.  John said to me, “Steve, that isn’t going to work.  Here is why:  We are a team with a reputation of doing things right and on time.  If you don’t do your work here on Tuesday, that will set our job behind.  It would compromise our reputation.  You don’t want that.  Neither do I.  I want you to go back to your schedule and work it out, Steve.  I am counting on you to be there on Tuesday as we have agreed.”

That’s leadership!

Posted: June 11, 2018 | Categories: Leadership, Team Building

For many years I have worked with a highly successful entrepreneur who knows how to lead.  His turnover is very low, and by all measures the productivity of his team is outstanding.  One of the most remarkable qualities this man (George) possesses is the ability to build consensus and bring his team in to total alignment.

Last week, George was tossing around a business decision that he knew would affect the routine and schedule of his staff.  In his monthly all-staff meeting this week, he introduced the idea to the 7 managers in the room.  Six were in favor and one was not.  George began asking questions to stir up the dialogue.  In an atmosphere of mutual respect, they began expressing their thoughts and defending their positions.  When one talked the others listened well.  Throughout the conversation I could sense the positive energy and synergy.  The one dissenting opinion was now enthusiastically in the positive column.  Rather than digging in on his position, he listened and weighed the other positions and ideas.  The team had all come together and displayed an eager attitude to move forward.  They were all bought in and committed.

George demonstrated that valued leadership quality of gaining enthusiastic cooperation.  Rather than simply give directives, he “let the game come to him.”  Whenever appropriate and possible, we should do the same.  It is an important step towards building a top-performing team.