For many of us, it’s back to work in a new year. Catching up, answering emails, checking with the boss, revisiting pending deadlines. It’s typically a time when fewer things are urgent, a time for resolutions and reviews, a time to reflect on what worked well during the past year and what could improve. Remember those process deficiencies you wanted to fix but couldn’t because daily urgencies consumed you? Now is the time to make those process improvements …
The customer-driven market is the future of business. Those who thrive in it anticipate disruption, partner with key customers, relentlessly challenge the status quo, and drive, rather than adapt to, change. Decisions related to these strategies rely upon urgent, unfiltered feedback from customers. How insulated are you from this direct feedback? When a small business delivers a poor customer experience, the leaders quickly learn about it. Complaints rise and customers leave. Post-purchase reparations are expensive, and goal achievement is …
For numerous companies, this is the 2021 planning season. The widespread disruption to business during 2020 raised awareness about what can and cannot be managed when overwhelming, unexpected events occur. Uncertainty is no stranger to business leaders, but the profound, unprecedented impact of the Covid challenge caused many to reconsider their purpose, values, and vision before delving into goal setting, strategy development and action planning. Among the results of this foundational review is a refocusing …
One of the first questions we ask when we begin a new job is: “What’s required of me?” When these basic expectations are met, we get evaluated as being diligent and dependable. But when heads are down, focused on reliably completing expected tasks, people can get stuck in their routine, and never question if there’s a better way to do the job. Looking around, they often find that they are surrounded by people who are just as …
Whether it’s seeking improvements or managing shifting priorities, leaders invest significant time resolving conflicts. Efficiently managing differences, be they with peers or within teams, to arrive at a shared commitment, proceeds through 3 phases that require a mix of empathy, discovery and tenacity. 1. Leverage your empathy to change your mindset. Our tendency, particularly with those we lead, is to manage these discussions with the mindset that we’re going to convince the other party that our perspective …
Completing delegated tasks, and achieving assigned goals, in accordance with expected behaviors defines acceptable performance by a competent employee. But when that person digs deeper, investing extra time and energy to make something better for a customer or the business, we recognize this as discretionary effort that reveals exceptional performance. If improving results is the prime directive for leadership, then a leader’s competency largely depends on the ability to influence and inspire people to risk …
There are always problems – a parade of challenges that command your attention. Systems are down, people or organizations are working against you, or there’s a compelling difficulty that needs resolution. There are always opportunities – innovative ideas or new relationships waiting to be embraced. These are chances to create value, to share or give, to move faster, or to make something better. And there are always limits – limited time, energy, money and other …
First impressions still matter. These days, the chance to make a positive first impression is more likely to occur via a virtual connection than by a masked conversation in an elevator. But the necessity of building rapport and trust during these early moments of connection remains essential for development of a productive business relationship. The metaphorical elevator is a useless place to pitch yourself or your idea – no one buys from someone on an elevator. But …
Today’s market is more customer-driven than ever before. Everyone and everything is connected, everywhere and all the time. Companies who compile “big data” believe that it this gives them an advantage, but in reality, today’s high connectivity makes data access available to many. Often, much of the available data is inward-looking, generated by the operations of the business, rather than outward-looking which reflects customer or market insights. Your business lives with your customers. It always has, from its …
Businesses sometimes refrain from using the word “promise.” It’s risky to promise an outcome that might fail to be delivered due to some unforeseen variable. So if no promise is explicitly made, then the risk of failure is reduced. But in a world where customers have many options available to them, “promising” a result can be a differentiator. A promise is a commitment, that when fulfilled, creates value for the customer, reinforcing trust and building loyalty. Without risking …