Posted: February 14, 2023 | Categories: Leadership, Management, Team Building

If I could narrow down the three buzz words that haunt owners and managers today regarding team performance, it would be engagement, productivity, and retention.  Let’s talk about productivity:  If you ask me what is most important when motivating your team, I believe I have the answer.  Warning:  The answer will bore you.  It is BUILDING TRUST.  The highest performing teams I encounter know the importance of high team trust, and they are aware of how to build it.  They also know that doing so is done by a habit, not a gimmick.  So how do you get a team to be more motivated and productive?  I’ll bet you have known the answer since childhood.  We show genuine interest in our people and find out what is important to them.  Allow me to give you my favorite example from my childhood:  Her name was Mrs. Maxey.

Growing up, my parents socialized often with a loyal group of friends.  They had parties, played cards, and even went on cruises together.  Of all of their friends, I had a favorite.  It was Mrs. Maxey.  She was friendly, positive, had a radiant smile, and always took the time to talk to me before chatting with the grownups.  She was interested in me and wanted to know all about me.  She also would remember information from previous conversations.  She made me feel important.

As time passed and Mrs. Maxey grew older, she needed help with chores like pulling weeds, mowing the lawn, and shoveling snow.  I loved helping her and would have eagerly done the work for free.  I appreciated so much how she made me feel important.  She had my trust.

How about you?  How do you build trust with people?  Do you remember their birthday?  Do you know when birthday is?  How regularly do you talk to them?  If we make a sincere, conscious effort to show an interest in others, we will be amazed at the responses.  Yes, it even applies to the younger generation!

Posted: January 13, 2023 | Categories: Leadership, Management, Team Building

This is the time of year companies most often talk about sales goals.  They should.  Without adequate sales, we can’t write paychecks.

There is also another important part of sales that is easy to overlook:  The ability to consistently deliver the products and services we sell.  That is production capability.  For our business to grow so must our people.  Unfortunately, many growth opportunities are missed in favor of expediency.

Here is an example:

Let’s say you have an important project to do and you are considering who you can delegate the job to.  Here are your options:

Person “A” – Someone who is highly experienced and competent for the job.

Person “B” – Someone who has potential to do the job, but not the level of skill or experience of “A””

Person “C” – Someone who does not have the experience or potential to do the job.

Which one would you choose?  Probably not “C”.  That would be a set up for failure.  Many would choose “A”.  We want to “get’er done!”  Employing person “B” would require more coaching and monitoring, but if we were to make the investment, we are increasing our production capability.  When possible we should build the “B’s” to make them “A’s”.  In my experience with expanding companies, the organizations that grow in good health do everything they can to cultivate the “B’s”.

Posted: December 16, 2022 | Categories: Customer service, Leadership, Team Building

In the 1989 movie, Steel Magnolia’s, actress Shirley MacLaine plays Louise Boudreaux, a grouchy senior in a laidback southern town.  Louisa was among a group of friends who always hung together, even though there were times when they drove each other nuts.  They were a community that always had each other’s back.

At the time, this movie was labeled as a “chick flick”.  I think that that means it was an intense human interest drama.  All that aside, the theme of the movie has stuck with me all these years:  Close communities support one another and give each other strength in tough times.

In the past couple months I have taken on the project of going through all my father’s pocket calendars.  Dad passed away in ’05, and I decided to take a look at all his old calendars before we discarded them.  I am glad I did.  His calendar entries were specific and detailed, and each day Dad had faithfully gotten out his yellow highlighter and checked each one that was completed.

As I was going through the entries I noticed how diligent he was at attending funerals and comforting others when they were ill.  What surprised me most was the funerals he attended.  Some of the deceased were people I knew he clearly didn’t like.  Even so, like the movie, they were all part of one community, and they were there to offer comfort and support when needed. Dad didn’t show up to impress someone.  He couldn’t have cared less about that.  His presence was an act of support and community strength in this small Kansas town.

Today, the world often seems divided.  Dad’s calendar is a refreshing reminder to me that things don’t need to be so split apart.  Someone once told me that the definition of love was toleration.  That’s a good place to start!

Posted: November 30, 2022 | Categories: Leadership, Self-Improvement, Team Building

Mark Twain once said, “A sense of humor is a sense of proportion.”  If that maxim were true in the 19th century, it must be even truer today.  We live in a world full of tension.  It goes from global to family gatherings.  Whether it be health, finances, or relationships, our thoughts can take a downward turn if we are not careful.  I have found that a good, “laugh-at-life” sense of humor can often take the tension out of many human interactions that are headed south.   There are numerous examples I could use to illustrate this quality.  I will share my favorite:

In the spring of 1999, I went to a travelling baseball team tournament with my son David.  My parents came along.  My father had recently been treated for skin cancer, and it was necessary for him to wear a hat.  I must say it was the ugliest “floppy hat” I have ever seen.  Dad went to fill up his car.  Afterwards he headed for the snack shop to buy a cool drink.  As he approached the window, the lady behind the counter snapped, “We’re closed!”, and abruptly shut the window.  Rather than becoming angry at being treated so rudely, Dad calmly asked,”Was it the hat that did it?”.  The woman immediately began to laugh, opened up the window, and waited on my father.  Afterwards she said, “Thanks for brightening my day”.

As I reflect on this story I suspect the woman behind the counter was stressed about something in her life, and the last thing she wanted to do was interact with some old man wearing an ugly hat.  Dad’s humor was like medicine to her soul, and a tense situation was turned around into a memorable experience.

Posted: November 18, 2022 | Categories: Customer service, Leadership, Management, Self-Improvement, Team Building

There are certain things that irritate us.  They just do.  We know what those things are.  Do others?

Whenever someone is saying or doing something in a way that angers us, that is not good for teamwork and good communication.  Here is an example:

Beth is a bookkeeper at a community bank.  Her job requires that she manage projects that are time sensitive.  Sometimes her supervisor gets twitchy as the deadlines approach.  As a result he starts to nag Beth about getting it done.  That is not so bad.  There are times when most of us need a little nudge.  Here’s the problem:  Beth prides herself in knowing priorities and making every deadline  In Beth’s mind the nag from Nick interrupted her focus, and aggravated her.  She decided to address this frustration with Nick.  She detailed what he was doing and how it affected her ability to do her job.  At this point, Nick knew.  That left him with two choices:  Either keep nagging so that he could upset Beth, or stop nagging and allow her to enjoy her work with better focus.  Nick chose to back off.  That’s a “win-win”.

I’ll bet there are things people do or say that make your work more difficult.  Consider addressing the other person in a friendly way.  Explain the behavior that offends you and how it makes you feel.  Then request that they refrain from said activity.  Keep your team running smoothly.