Why Many Leaders Fail...

Whether you're the CEO or a supervisor, how effective is your leadership style? When asked that question, many leaders will respond by saying something like, "I know that I'm a tough boss. That's my style and I'm sticking to it" or "I'm a people person and I get the most out of my staff by being understanding."

In both examples, the leaders could be making a mistake. Too often a leadership style is only seen as being about the leaders and not the employee. Employees are seen as needing to be "broken," like a horse, to a particular style. When people don't change in the desired way, a lot of time is spent on trying to fix them.

Instead you may find it more effective to ask yourself whether your leadership techniques are getting you the results that you want. If ruling with an iron fist isn't working then try a few more pats on the back. And vice versa. Keep in mind that this process is not about you but rather it's about generating a positive outcome. As a leader it can be very easy to lose sight of this and instead take staff performance personally. That kind of thinking can create a very antagonistic situation and can isolate you from your team.

College football coaches change their leadership styles all the time. They can't be as demanding of a freshman heavy squad as they would if their team is full of experienced seniors. But in both cases, the ultimate goal is winning the game and getting the most out of the team.

In a perfect world, leaders would be able to install a staff that perfectly fits their style. But most of the time, you inherit employees and you become a part of their existing work culture. In the past, those who didn't fit your style would eventually leave the organization for a better environment. It's a different story in today's economy, where downsizing and cutbacks have people staying in their current jobs because they don't have anywhere else to go.

Isn't it better to focus on maximizing the talents of the team you have in place? Adjusting your style to fit their needs will not only boost productivity but save you from the hassle and expense of hiring and training someone new.

The Gas Can Mystery... Jumping To Conclusions

Today I saw a truck pulling a trailer make a left turn. The trailer was filled with all sorts of gas powered landscaping tools. It’s a familiar sight in South Florida but then something unexpected happened. As the trailer was turning, a large can of gasoline fell off the truck and landed in the intersection. I’m guessing that it hadn’t been tied down properly.

The truck continued to drive down the road, the driver unaware of what just happened. There was no way to signal him.

Now I can only guess what happened next. The landscaping crew will likely arrive at their destination and discover they have either no gas or not enough. This will likely lead them to some conclusions:

The gas tank was stolen.
The tank was filled but left at the gas station.
The tank fell out of the truck.

If it was me, I’d probably think the first two were the most obvious choices and the last was unlikely because it’s seems hard to imagine. I might act act on the first two theories and blame someone or myself for something that didn’t happen.

Every day in the workplace we come to a lot of conclusions even though they may be based on a small amount of data. Those decisions can be colored by our attitudes and experiences. But sometimes, the unlikely is the actual occurance.

Police Action

I recently had to have my fingerprints taken by law enforcement as part of a background check. I was told of several area police stations where I could have this done. I went to one that's close to where I live. It's in a small community.

When I arrived I was told that the department could normally take my prints but could not do it this week due to remodeling in the area where procedure happens. For a moment I was tempted to ask what would happen this week if a suspected criminal was brought in? I imagine he or she might receive some immediate service.

I was also tempted to enquire if there was some minor infraction I could commit so I could receive some red carpet treatment and have the prints taken right away. But since the purpose of the fingerprinting is to show that I don't have a criminal record, I decided it would be easier to go to another police department rather than start life of crime.

The situation got me to thinking about how often we give the best service to our worst customers. While they may not have broken any laws, it can be easy to spend the most time with the people who complain the most or the loudest. This should be a concern if it takes away from serving your good customers (or law abiding citizens). In the case of law enforcement, it's probably a good thing for them to be focused on, "the bad guys." But for your business that kind of service could be a crime against profitability.

This Food Stinks...

Do you find yourself doing the same things every day, even though you may be experiencing diminished returns? In this clip from my presentation, "Stop Crying In Your Cubicle," I talk about this common problem that many face at home and work. The clip is audio taken from the talk. The hand drawn animation slides are all my own (Pixar can sleep soundly at night).



(If you can't see the video, go to: http://tinyurl.com/ksktsd )

My title, "Stop Crying In Your Cubicle," comes from a recent survey that found that roughly 1 our of 4 workers are so stressed out at work, that they routinely cry on the job. There's a better way....

Don’t Treat Your Customers Like Gym Members

Imagine that you go to look at a gym. You’re taken around by staff, shown all of the great features, and are made to feel special. They you sign up and before long you notice that something has changed in the relationship. You’re surprised to realize that once you sign on the dotted line, the gym doesn’t care about you.

While this isn’t true for all fitness facilities, most are based on a business model that’s all about getting new customers. They want to sign you up, get any initiation fee, and take your dues every month. The gym would love it if you stopped coming but kept paying your membership.

You’re never asked for your opinion or suggestions for the facility. As a loyal customer, you never receive any special treatment. Management doesn’t care if equipment gets worn down or the locker rooms aren’t as clean as they used to be. They’re happy to take your money every month and they’re betting that you won’t leave. Why do you stay? Because getting out of your contract is a complicated process, you still want to make good on your fitness commitment, and there’s no other gyms nearby.

That is until a new gym opens in town. Then you start to see a mass exodus to the new place. Suddenly you may see the old gym get a bit of a facelift with things like balloons. New membership offers will be promoted as a way to pull in more more members. But as a current member, you’re not getting anything new or better out of the situation. So why should you stay?

A lot of businesses treat their customers like gym members. Don’t forget the people who helped make your business what it is and instead only focus on getting new customers. People will stay loyal to a place that they feel cares about them. But if you take them for granted, they’ll run to the next new thing in town.

When was the last time you reached out to a longtime customer and told them that they are appreciated? Do you ever go to them for advice or guidance? Do you communicate with them about exciting products and services that are coming in the future or is your only contact with them, a monthly bill?

In this economy, relationships matter more than ever. If you treat your customers like a dumbbell, then don’t be surprised if they drop you.

Change At Hand...

A lot of people talk about making positive changes in their personal or professional lives but things never get beyond the, "wishing," stage. In some cases the problem is that you've become too comfortable with the status quo. Perhaps your "change muscles" have gotten a bit flabby.

In this case it's good to try to stretch your ability to change in a small way before you take on a big challenge. This could be as simple as getting out of bed on the opposite side (provided it doesn't disrupt anyone who might be sleeping next to you), taking the stairs instead of the elevator, or going to bed 15 minutes earlier (do you know anyone who says they aren't tired). The goal is to introduce a new behavior and stick with it for a month. Many studies have found that it takes 30 days for something to be become a habit.

For me, a small change came courtesy of a pinched nerve in my right arm. This was one of those nagging injuries that takes a long time to heal. It was very painful for me to use my right hand for things like using a computer mouse. Since I have to use a computer a lot, I was miserable.

Then one day I realized something very important: I have two hands. Why not use my left hand to control the mouse. Sounds easy but it's a challenge when you're right handed. Even though I positioned the mouse near my left hand, at first I would reach across my body with my right hand to use it. While it took some getting used to, over time, my brain made the adjustment. Today my nerves are fully healed and I can use a mouse easily with both hands but mainly use my left one.

By successfully making a small change in my life, I feel more prepared for changes in the workplace or at home. Let's face it, workplace stress is usually tied to some kind of unexpected change. Sure, there will still be moments when you fear the unknown but you'll have the confidence in your ability to try and succeed at new things.