Servant Leadership...in Reverse

There are those who consider themselves servant leaders. These are leaders who work to help ensure their people flourish and succeed; not the other way around. I definitely subscribe to this type of leadership. If we empower our folks to exceed expectations in the pursuit of the mission, then it will help ensure we succeed, as well.

There is a temptation for some servant leaders to try to be all things to all people, to be larger than life, and to show they can handle anything. This temptation is a dangerous one because no one can do everything. Working with this mindset can overload even the best managers and leaders, potentially causing failure for the individual and the entire team. Teamwork can suffer when service only flows one way.

To be a true servant leader, sometimes you have to let others help you. Sometimes you have to let your aura of power and strength drop and show you are human. When you are in need, whatever that need may be, it's your duty to give others the opportunity to help you. Two-way support, just like two-way communication, is a sign of a healthy relationship between two or more people.

If you're a strong servant leader, then you've modeled what selfless service looks like. Now, give your people the opportunity to practice what they've learned from you, not only on their customers, but on their fellow team members, too...including you.

The Mood is on You

Have you ever heard the saying "if Mama ain't happy, nobody's happy"? Obviously, whoever came up with that saying was indicating that "Mama" affected the mood around the house. If she was upset, everybody was upset. If people weren't upset before they ran into Mama, they would be afterwards.

I do believe it's true, that in the workplace, if the boss isn't happy, nobody's happy. As a manager, do you realize the power that you wield? You set the tone for how the office will operate -- maybe for a particular day or maybe overall.

If you're a manager who wants to have a generally happy workplace for yourself and your people, then you've got to ensure that you project a positive and happy aura as much as possible. Now, it's not reasonable to think that any boss or manager is going to be in a good mood every day or that his or her life will always be hunky-dory. What I am saying is that you need to realize how your actions affect everyone around you in the office.

I guess it's fine to feel however you want to feel, but you owe it to your people -- the people who do the work, complete the mission, and make the operation "operate" -- to act like you're doing OK, to show you have a good handle on whatever situations are going on, and to help them feel they should be comfortable with you in charge. Let's face it, when workers are "down", their productivity suffers.

I challenge you to step back and take a look at yourself. Do you drag into the office in the morning? Do you grouse and complain about your boss or the leadership of the company? Do you whine about how business stinks? Do you just act depressed, in general?

If not, congratulations. Your work environment may be a pretty positive one. If so, STOP IT. Act positive and give your team another chance to be successful and fulfilled.

Great Leaders need to be Winners

Maybe I should restate and say that "Great Leaders need to act like Winners". So what is this all about? Well, one can argue that, to be a great leader, you have to have followers...people who want to follow you.

Let's think about this for a minute. I submit that people like to be involved with the best...the best deals, the best meals, the best gadgets, the best doctors, etc. Can you imagine saying "I go to the 2nd best surgeon around!" People don't want to think they have to settle for 2nd or 3rd choice and even if they realize it, they don't want to admit it and often will move to rectify the situation.

That takes me back to the theme of this post: people like to follow winners. Just like I discussed above, team members don't want to brag about being on the 2nd best team or having a 2nd or 3rd rate boss. Even if it's not a completely accurate belief or assumption, your folks want to follow a winner.

Is this a problem? What if you don't always win? Is that OK? Sure it is. You don't have to win every time to be a winner and definitely not to act like a winner.

This might beg the question, what does a winning leader look like or what traits does a winning leader display? Some traits might be:

• Quiet confidence: You act like you know what you're doing (see my post on this).
• A positive attitude: Need I say more?
• Treating team members like winners: People not only like to follow winners, they want to BE winners, too.
• Managing by influence: Instead of with a heavy hand.

If you act like a winner and treat your people like winners...you most probably are a winner and life's a whole lot better when you come at it from that angle.

What traits do you think a winning leader portrays?

Great Meetings? Planning required

In order to run great meetings, you owe it to yourself and the people involved to properly plan.

Examples of poor planning:

• Interviews: I experienced an interview where it was obvious the interviewer had done no preparation before-hand. The person was not familiar with my resume and had not thought out the interview questions at all.
• Staff Meetings: The boss walks into a staff meeting with no agenda and just says "anybody have anything to talk about?"
• 1:1 Meetings: The boss sits down, looks at you, and says, "what's on your mind?" It's really great that the boss thinks enough of you to ask, but unfortunately that's the agenda for the meeting. Evidently, the boss has other things than you on his or her mind.

As I've stated time and again, I know that most everyone is busy. That's a given. That is also no excuse for wasting other people's time (as well as your own). You don't have time? People have never said management was a 40-hour a week job, have they? That's why you get paid the big bucks...to do what needs to be done, even if it takes a little extra time.

What can you do to properly plan?

• Have an agenda. Add to it as the week goes along. One thing I like to do is add notes to my on-line calendar reminder as the week goes by so I'll have my agenda at least partially thought through before I have to "formally" plan the meeting.
• Formulate your questions. Write them down. Then, when you ask the questions or cover your points, record the responses.
• Come to the meeting ready to participate fully. The chances are that it's your meeting so it would be reasonable to expect you to be engaged.

You and your team need to be focused on the mission, revenue generation, and your customers. When you do pull them away from these areas of focus, you need to ensure you're not wasting their time.

What other ways do you plan that help make your meetings more successful?

Office Gossip: "Interesting"

Office gossip is present within every group, large or small. Hopefully, it's not too pervasive on your own team. We like being in the know, don't we? One can argue that office gossip is benign or hurtful. I would submit, at the very least, that the line between good and evil, when it comes to gossip, is very thin.

I used to work with a very professional person who knew exactly how to deal with gossip when she heard it. Whenever someone started dishing up the dirt and the time came for this person to respond, she would most often say one word: "interesting". She said nothing else. It's the perfect response, isn't it? It just stopped the gossip in its tracks. I mean, what comeback do you have to "interesting"? For the time being, at least, the gossip usually just fizzled out at that point and no one was mad that it had ended. It was just done.

I asked my friend about her response and she said she had learned to fend off gossip like this many years ago and had kept to her mantra ever since.

What responses have you found to be the most effective in stemming office gossip?

Where does world-class service come from?

I've been reading a great book on service called "What's The Secret?" by John DiJulius. His writing has stirred a lot of my thoughts for me and has caused me to reflect a lot on what I believe regarding service. It has also caused me to remember my own experiences with service.

The quote I'm pondering today is "World-class service is not something you deliver. It's a result of something you are."

When I think of this quote, it takes me right back to thinking about the foundation of any organization, good or bad: culture.

OK, so you know that outstanding service is a key component of any successful business. Let's say that you've received feedback from multiple sources that your organization's customer service is sincerely lacking. You're not happy learning about your poor service level and you know it needs to get better right away. What do you do? As a boss or leader, you can't go to your team one day and say, “Listen up, people. Customer Service needs to tighten up right now. You need to start treating our customers better.” Well, you can, but there’s a good chance that your words will fall flat and fail to cause any significant changes to happen. Come on; your service levels probably didn’t become what they are overnight.

So how do you get your people facing the right direction? You need to start by asking yourself where they learned or failed to learn how to provide the outstanding service. You have to start at the beginning. You need to revisit what? You need to revisit the culture.

What is the culture of your team? Take a look at some of the primary components that make up a business culture and you can better answer the question:

Management Style -– Are you a micromanager or a heavy-handed boss? Or do you foster an environment where your people feel empowered to develop new ideas and to “do it their way” (within reason) as they work to fulfill the mission?

Respect -- Do you provide world-class customer service for your employees? Do you treat them with respect? Do they know you value them and their ideas? Do they treat each other with respect? People aren’t going to provide your customers what they’re not receiving, themselves.

Training -- Do your people know your expectations? Can they envision the customer service you seek? Do you have programs in place to teach them how to do their jobs well and provide the level of service that you want?

If you ask yourself the status of any of the above areas for your team, find them wanting and then respond with “I don’t have time to do that or build that”, you’ve already lost. You’re never going to move your team ahead toward providing the world-class service that you want and your customers deserve. Instead, you need to commit to living the culture you want with your people, modeling it just as parents model behavior for their children.

Are there other ways to help ensure your people are providing world-class service to your customers?

Check those personal problems at the door

Personal problems are something that every person has to deal with. Everyone has issues in his or her personal lives that can take up some or all of our free time: kids, relationships, money, health, etc. The rub comes when people start bringing their baggage to work.

For managers, what do you do when your people start bringing their personal problems to work? Your team members are paid to come to work...AND WORK, not sit around whining and complaining about the problems in their lives. They are supposed to focus and be productive. You've seen what it can do to an office or organization:

• Distract from work
• Depress the whole office
• Suck other people into the problems

As bosses, you have every right to expect your folks to focus on their duties while you're paying them. What can you do to keep personal problems from changing the atmosphere at work? You're not a heartless beast who cares nothing for those around you, so what do you do? Some suggestions I've heard are to:

• Set expectations up front (leave your problems at the door)
• Listen (like during 1:1 sessions)
• Help find counseling
• Provide time off, if necessary, to deal with the issues

I have two questions for you:

What other issues are caused by people bringing their personal problems to work?

What ways can bosses help their people while still completing the mission and ensuring customer care doesn't slip?