15 Minutes a Day

Posts Tagged ‘Trust’

The only constant in the Universe is change and yet it is the most reviled thing in the Universe. So many people long for the days of yester-year when this or that was “perfect” and is no longer that way today. The World War II generation complained about the Baby Boomers who now complain about Generations X and Y. Each worries that the next generation will ruin everything they have worked so hard for and yet each successive generation talks about how the prior generation screwed up the world for them. Change happens. To complain about it and continuously look back is useless except to learn from past mistakes. Holding grudges, picking nits, prolonging arguments; these are no way to live.

I tend to be a person who embraces change and rolls with the punches that change throws my way. I don’t say this to brag, but to advise. Change is going to happen. As leaders, we need to work hard to prepare our followers for the coming changes. If we know there is a reorganization coming, then as leaders we need to help our workers shine so they find a place in the new organizational structure. If we know there are layoffs coming, we need to prepare our followers for that inevitability so they can land on their feet and keep going. I would also hope that leaders in this program will also stress the need for followers to educate themselves. Not everyone is cut out to pursue a graduate degree, but a culture that values education is one that can innovate its way out of tough situations. That’s my two cents…

Leadership is an exercise in humility and responsibility. As the recent leadership issues in the BP Oil Spill in the Gulf of Mexico has shown us, the ability to admit when a leader is wrong and the acceptance of responsibility for an error or problem can go a long way to preserving or destroying the image of an organization or (in this case) several organizations. BP is not the only organization to have taken a serious public relations hit because of the lack of active leadership and disaster planning. The Minerals Management Service, the Interior Department, along with the Executive and Legislative Branches of the U.S. Government have also taken quite a hit because of lax regulations, cronyism, and too much stock in the Great Man Theory. I think we need a shift in leadership culture in this country.

For millenia almost every culture on the planet has been led by “Great Men” who have been rich or influential enough to garner enough power and strength around them to run things by force or strength of will. Perhaps we need to get away from following such people and look for more of what Robert K. Greenleaf calls Servant Leaders. These types of leaders are not interested in amassing power for the sake of building up themselves and their interests. They are interested in serving others through leadership so that everyone benefits, not just their friends and followers. Becoming a Servant Leader takes a change in mind-set from most of the examples given in the past. Gandhi and Martin Luther King, Jr. were Servant Leaders. Their protégés haven’t had the same successes that they did because they don’t seem to understand how to be Servant Leaders.

Is it possible to get away from the tyranny of the Great Man Theory of leadership in the United States? I don’t know. Servant Leaders are a rare breed, but perhaps if more leaders were to espouse this newer theory and begin working for the betterment of everyone rather than for just themselves and their followers, we would begin to see real change in the world. Perhaps corporations would learn to make money for their shareholders while also being good to their workers and the environment. Perhaps politicians would work for the benefit of their constituents rather than their donors. We need to start expecting this from our leaders if we ever hope to get it.

What are your thoughts on this? How can we switch to Servant Leaders? Are Servant Leaders and Great Men (or Women) mutually exclusive or can they blend techniques? Please share…

One of the biggest challenges I have found in both my current and past jobs and in other organizations I have been involved in has been what’s called “leading up.” This means leading your supervisors or other superiors. When one is not in a position of authority, leadership becomes a challenge because some of those you are trying to lead or influence are not obligated to follow you. This can be a frustrating experience and may lead some to think that they need to get a promotion before they can become a leader. This is not true.

I just finished listening to the Audible.com version of The 360-Degree Leader: Developing Your Influence from Anywhere in the Organization as read by the author, John C. Maxwell. I enjoyed listening to it and Mr. Maxwell reads it very well. Mr. Maxwell gave advice on how to lead your supervisors, peers, and subordinates in a manner that is inoffensive to all three groups and yet still gets things done. It seems that what some forget is that leadership is a matter of influence, not force or position.

Learning how to build influence has been a tough lesson for me to learn, but I think I might finally be getting the hang of it. I’m not talking about learning to manipulate people or win at office politics. I am talking about building a reputation for yourself as a subject matter expert (SME) and proving that expertise over and over again. In part, leadership is an exercise in constantly improving yourself so that you can work on helping others improve themselves, their situations, and the organizations you work in.

While leading from the middle can be tricky, Mr. Maxwell’s book is full of examples of middle leaders who have had an effect on all levels of their organization. While I don’t agree that some of Mr. Maxwell’s examples are positive examples of leadership, I do agree that they are correct. He uses former Vice President Dick Cheney as an example of a 360-degree leader. I agree that Cheney is a leader, but not one that leads for the betterment of everyone. His influence and decisions have led us down a path that has caused environmental, social, and economic disasters that now must be corrected while Mr. Cheney sits back and shrugs his shoulders. I would encourage Mr. Maxwell to pick more positive examples in the future.

Are you a middle or 360-degree leader in your organization or community? Please share your story and challenges here. I’d love to know how you are handling the issues mentioned here.

I enjoy shopping, dining out, and finding new “toys” to play with. When I’m happy with a vendor I tell everyone I know about it. When I’m unhappy with a vendor, I do the same. In my previous blog post I explained what NOT to do to get my business. Listed below are a few things vendors and service providers can do to get and keep my business and make me WANT to spread the word about their good service.

• Develop a relationship with me. Pay attention to what I post here on my blog and on Twitter and then tell me how you can be of service to me. Within a few days after I bought my house, I got all kinds of fliers on my door offering to sell my house for me. Why on Earth would I want to sell a house I’d just bought? Those realtors obviously didn’t know or care about what I needed as a new homeowner.
• Provide excellent customer service. I return to businesses that find ways to help me achieve my goals. I am even willing to pay a bit extra if it means I can achieve my goals.
• Don’t engage in wasteful practices. I don’t like ordering items from online or catalog vendors and having a small book or other item come in a great big box with all sorts of padding or packaging. How companies interact with the environment is vitally important to me. Show me you’re a good steward of your little slice of the planet (and mine!) and you have a pretty good shot of keeping my business.
• Don’t make me feel like you don’t trust me. I’m not a big fan of the plastic clam-shell packaging that is next to impossible to get into. A majority of your customers are honest, law-abiding people who only want a good product or service at a fair price. Don’t engage in extreme measures because of what a few customers might do.
• Don’t preach at me. I don’t care what your religious or political beliefs are. Don’t put religious symbols or political emblems all over your ads or greet me with vigorous exclamatory statements. Treat me fairly and honestly and live your faith rather than preaching your faith. That’s the best way to get and keep my business.

Your thoughts on these points? What tips or pointers have I missed in this list? Please share with me in the comments area or on Twitter.

I don’t pretend to be anybody important or wealthy because I’m not. However, I do have friends, family, and contacts on various social networks and in various organizations. When I am happy with an organization or vendor I share that with nearly everyone I know. When I’m not happy, I do the same.  Listed below are things that I really wish vendors would NOT do if they want to keep my business:

• Don’t cold call me! I don’t like being cold called with “special offers.” You’re not going to get business from me if you call because there is too much of a chance that you’re scamming me. I’m not about to turn over my credit card or identity information to some company I’ve never heard of.
• If you do cold call me, do NOT use one of those one of those automated systems that asks me to “Please hold for one of our operators…” That is the fastest way to get me to hang up on you. After these two tips, I suggest that you don’t waste your time on cold calling me for my business.¹
• Don’t send me junk mail. When I check my mail or email I go through and pull out the letters and bills and toss the rest in the recycle bin (snail mail) or trash (email). I’m a busy lady & don’t have time to sift through every piece of mail or email I get.
• Don’t have lousy customer service! Nothing clamps the lock on my wallet faster than snooty or lousy customer service. I understand when a customer service person is unable to help me because something is outside their skill level or access level. However, don’t tell me what you can’t or won’t do for me. Tell me what you can or will do for me instead. If I’m calling you for help I’m already a bit irritated. Don’t make things worse by telling me what you won’t do for me.
• Don’t use overly loud commercials that shout at me. I have become so annoyed by commercials that frankly I don’t watch them anymore. I record all of the shows I want to watch so that I can fast forward through commercials. If advertisers want my business they can offer me information about their products or services in a manner that is much less phony and annoying. I DO listen to commercials on my favorite podcasts². The commercials are either very short, very entertaining, or both. That’s the way to capture my attention and my business.

Your thoughts on these points? What tips or pointers have I missed in this list? Please share with me in the comments area or on Twitter.

My next blog entry will address what those who want to capture my business should do to get it…

¹Nonprofits that I have a relationship with are exceptions to these first two rules. However, don’t call asking me for money. You’re more likely to get me to volunteer or buy tickets to something than to get a donation out of me. Let me know what you’re after and give me information about events, but give me the option to send it in to you, check my calendar, or attend an event.

²You can find a list of my favorite podcasts on the right-hand side of this page.