Archive for the ‘For Employees’ Category

Would Your Employees and Customers Recommend You?

Saturday, May 21st, 2011

The unusual thing in today’s intellectual economy is the questions you need to ask customers are the same you must ask employees. Both the service event and the workplace now are “human-based” – these events are personal and emotional – both benefit from questions that ask about our humanity, and our feeling connected and important.

Consider asking these questions of both customers and employees to assess and ultimately activate their emotional connection. Emotional connection inspires loyalty; loyalty drives performance and results.

1. Would you recommend us to a friend? To a customer, is your service so exceptional you would put your reputation on the line to recommend the company? To an employee – is the workplace dynamic, engaging and personalized enough to suggest your friends work there as well?
2. What is the best thing we do for you? For both, knowing this allows the organization to repeat successful behaviors.
3. What is not working for you right now? For both, inviting the discussion to share negative experiences can lead to meaningful changes and improvements.
4. At our company, we focus on making others feel like family; how have we made you feel like our family? For both, activating the sense of connection to family and belonging is key to creating personal relationships and activating loyalty. Behaviors identified in the responses can be repeated.
5. What information do you hear from your social networks and do you see in the world around you that would help us be a better company? Customers and employees are the eyes and ears of all great companies. Loyal employees and customers openly share what they hear, think, value and see. Organizations dramatically expand their connection to their world by using engaged and loyal customers to observe and assess their worlds. This keeps companies informed, current and aware of what is truly important.

Customers and employees both require a personal and emotional relationship to activate their best performance and loyalty. The more connected management is to employees, and employees are to customers, the more important and valued each feels.

In a service workplace, success is built on relationships. Valued employees create valued customers. Disconnect from employees and customers, and performance, innovation and loyalty suffers. Develop a culture that constantly asks each great questions and uses the information to improve, engage and activate loyalty.

What M&M’s Tell Us About Hiring and Voting

Sunday, October 31st, 2010

With the election on us, I am reminded of a lesson I teach when working with organizations to define, attract, hire and retain the best talent – the wisdom of M&M candies.

An M&M’s real value is in its filling, not in its candy coating – the inside matters more than the outside. It is the same with hiring employees and voting for candidates.

You can’t tell by looking at someone if he will be a good or poor fit for a role. As with the M&M (the candy coating on the outside doesn’t add any particular value to taste or to the candy), a person’s age, gender, ethnicity, religion or even sexual preference has no direct correlation to his/her ability to be great in a job. An extraordinary customers service employee is one who is a great listener, empathetic, problem solver and solution-focused. An extraordinary political candidate must be visionary, strategic, a great listener and a consensus-builder. These attributes could be in a 65-year old woman, or in a 23-year old man. These attributes could be in a black employee, or a gay white middle-age Greek man. Greatness is not based on the exterior.

We can’t assess who is a good fit if we don’t hear meaningful dialog about what candidates (political and employment) believe and think. In the workplace we host interviews. We ask talent-based questions to determine how candidates would handle actual workplace situations to assess their thinking and fit – their “filling.” We then hire those who have the talents, passions and strengths to be successful, and celebrate their “candy coating” – whatever it may be. We hire the best. Great organizations hire for the “inside” and celebrate the “outside.”

I am reminded of this as I watch our electoral campaigning. Candidate debates and speeches are our way of “interviewing” candidates for “fit” – to assess their talents, passions and strengths and to see if they are the right for the role. When all we hear are attacks on other candidates we do not have the necessary information to choose wisely about a candidate and we allow our biases to limit our options – so many Americans still have a problem with a black president, gay cabinet members and women on the Supreme Court. We are in an age where the best person for the job is the one that has the talents, passions and strengths (the filling) to do the job – CEO, customer service, senator or judge. I see a constant focus on candy coating instead of filling in the workplace: I also see it in government.

As you hire employees or go to vote, focus on a candidate’s ability to do the job in an extraordinary way, make a difference and add value. You’ll find when you hire or vote for “fit” you’ll get a more passionate, engaged and productive employee or candidate. Things get done. Progress gets made.

One of the reasons I think we are stuck in “average” is we continue to use outdated thinking in both who works in our companies and who works in our government. Shouldn’t we demand performance greatness from both? Shouldn’t we require both to be fully accountable for results? Shouldn’t we improve this process by hiring for fit – by hiring for “filling,” not candy coating?

Maybe if we learn from the M&M, we’ll elect and hire those who show up committed to making a difference. Maybe if we realize it is what you know, what you are good at and how you use what you know to handle today on today’s terms that generates results, we’ll choose wisely about who we want on our team. Who knew there would be so much wisdom in an M&M?

Seven Things To Do With Your Prosperity

Wednesday, October 6th, 2010

“Prosperity-induced padding,” a term used by author Gay Hendricks in his book, The Big Leap, refers those extra 10 or 20 pounds many of us carry around on our frames because we are part of a culture of plenty. There are few places on the planet that have access to the amount and choices of food and resources we have. And though a recession has challenged this for many, we still have more than most.

“Prosperity-induced padding”– how interesting? Prosperity is the thing we work hard to achieve. “Padding” is the thing we work hard not to achieve. What does this tell us about how we use our prosperity? What does this tell us about our choices?

Prosperity brings us:
Time – many have enough resources not to need to work.
Talents – many have the ability to develop their personal greatness.
Treasure – many have great financial resources.

How do you use these to bring something more significant to the world? Consider using your prosperity to:
1. Reorganize and redesign your space to commit to recycling 100% of what can be recycled to tread more lightly on the planet.
2. Donate to and support a charity you find personally valuable and meaningful.
3. Buy healthy food for those who don’t have enough, or any – locally, nationally or internationally.
4. Sponsor a child’s education – locally, nationally or internationally.
5. Mentor a child, peer or someone older in what has helped you achieve your personal or professional prosperity.
6. Invent something new and valuable that advances the quality of life, the respect for the planet, improved health, or something else significant for humanity.
7. Educate about tolerance, acceptance and respect for differences.

Having access to so much doesn’t always make us better. Many times it makes us less healthy, less charitable and less concerned. “Prosperity-induced padding” is what I now call using my “extra” for me instead of for others. And I am committed to ending it – for health and for impact; I know I can’t be just aware of me.

So consider returning some of your prosperity back to your world. A little more time, talent and treasures shared with the world can help others improve their lives. Absolutely celebrate your success and prosperity. But then share this prosperity with others. Another way to say this is, be great, then share this greatness with the world.

Please share this with someone who can benefit from it. And The Greatness Zone is finally here. Starting Monday, October 11, 2010 you will be able to order it at the new and robust www.TheGreatnessZone.com, and at Amazon.com. Learn how to live in your greatness zone; it is the end of average…

Life Without Blinders

Thursday, September 30th, 2010

Too many times we plow through life with blinders on – so focused on what we are doing that we rarely see anything (or anyone) around us. Besides missing some amazing things about life, we also miss gathering important information about who we are and our place in the world.

I believe that we invent our lives – and our best lives are invented around our talents, strengths and passions. Though these attributes are part of who we are, they aren’t always initially obvious to us. They show up in the way we feel, what we notice, what matters to us and what moves us – and this requires time and good attention. We don’t notice these things about ourselves if we are moving at 100 miles an hour with our heads down and blinders on. We miss a lot of our world and our reactions to it. It is in these reactions that we get connected to who we really are. It is in these reactions that we know ourselves. And this is critical information we need to live a great life.

So what do you get if you lose the blinders and become more self-aware?

o You can better choose work environments that play to your talents and passions; this allows you to be more effective and more successful. Besides, you’ll like it more.
o You can choose better about life relationships and how you use your time; this allows you to be involved with people and events that move you, inspire you and engage you. Your performance again is better and you’ll enjoy it more.

Your life’s quality is based on your choices. And the more aware you are of your core talents, strengths and passions – your gifts – the more you can build your life around what makes you feel successful and happy. It is up to you to do this – others can’t do this work for you. It’s your life; you create your happiness.

So, lose the blinders. Start to notice everything. Because in each thing is information about you and how you respond. Get to know yourself to make decisions that help you live your best. Then bring that best to the world.

Please pass this on to someone who can benefit from it, and we are just one week away from the arrival of my latest book, The Greatness Zone – Know Yourself, Find Your Fit, Transform the World; to be available at www.TheGreatnessZone.com and at Amazon.com. Great information delivered in a great story.