When I see three or four folks sitting around a table, each interacting more with a phone than with one another, I wonder why they have chosen to meet. Why is being together not valued more highly? Where’s the conversation, the laughter, the stories? What’s the nature of their relationship? If there were no phones to distract them, how would they react? Experts have confirmed that our increasing dependence on technology creates a corresponding rise …
For trust to begin growing, the right intent must be readily apparent. Sharing a valuable insight, without expecting to get anything in return, is a natural first step. When no insistent ulterior motive is involved, the kindness of the offer is appreciated. Making the offer implies sacrifice – it took an investment of time and resource to discover the valued information that is now shared, with no repayment expected in return. The wrong intent is sensed …
Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy. Your story, your purpose and your values are what make your business distinctive. When culture is carved into a unique identity, with an uncommon brand promise and a clear set of behavioral expectations, your people learn how their contributions help the organization succeed. Culture is what enables your people to evolve as your most sustainable competitive advantage. Yet some companies continue to think that the aim of strengthening culture …
Bob Schultek Author of The Gauntlet Pursuing mastery in the workplace can take several forms. It can refer to an extraordinary competence, related to technical excellence or subject matter expertise. Under this perception, masters are those who have the highest level, a “state-of-the-art,” understanding and technique in a given discipline. There is a compulsory set of specific skills to be learned and applied. But for leaders, encouraging their personnel to pursue the mastery of a function or …
Bob Schultek Author of The Gauntlet Recently, my awareness was raised about the great diversity of customer service experiences we encounter every day. During a recent hotel stay, my perception of exceptional service was redefined. Every staff person I met at this facility – at the door, at the front desk, in the restaurant, in the hallways and in a meeting room support role – shared a common purpose of sustaining their guests’ comfort and satisfaction. They …
Bob Schultek Author of The Gauntlet When we need help to resolve a problem, none of us wants to be sold; but we do appreciate the opportunity to explore what we value and why, without the high pressure tactics.A customer may have a good handle on his or her specific challenge or goal to be achieved, but often there is less clarity about why achievement is important. Resolving the problem may address a visible, troubling short term pain point, but could the …
Bob Schultek Author of The Gauntlet Every day, there are moments when you can choose to lead. Leadership is more about these moments than it is about accomplishing grand initiatives. Making a difference is all about these moments. One member of your team might be stuck and need your guidance or suggestions to open another path. When a choice between two possible options is required, rather than immediately making the decision, you ask your team to consider …
Bob Schultek Author of The Gauntlet There are leaders who believe that discussing performance with an employee, using a structured process, is a waste of time for the organization and for the employee. If the process is conducted inappropriately, then they may be right. Some businesses have ceased performance discussions entirely.On the other hand, when leaders believe that their people make the difference, then they appreciate their responsibility to invest in their human resources, initiated through individual discussions …
Bob Schultek Author of The Gauntlet Our capitalistic economy promotes efficient business operation as a means to maximize profit. Operating efficiently means that systems which drive the business processes are performing optimally, with functioning elements synchronized to consistently deliver quality work on time and within established cost standards. All components of the system, including the human assets, perform best under these circumstances, and can sustain targeted output with minimal stress.But since competition drives capitalism, there are …
Bob Schultek Author of The Gauntlet When you last faced a purchase decision, what helped you feel more comfortable with your choice? What gave you confidence that your judgement was appropriate and correct? You had worked through the analysis and were satisfied with it…but in retrospect, there was something more that convinced you that your decision was the right one. This level of satisfaction is most often due to a productive experience with your salesperson. At first, your basic …