Complacency is Not a Successful Management Style

business (10)“I don’t want to rock the boat”  “If it ain’t broke don’t fix it.” “This is the way we have always done it.”  “It’s not that bad, let’s just wait and see.”  In today’s tentative business climate who hasn’t heard these statements from their managers.  You’ve probably said some of them yourself.

Over the last several years the workplace has been in transition, managers have hunkered down to wait it out or for it to blow over.  Unfortunately, while waiting, many managers have turned reasonable caution into unproductive complacency.  They’ve become complacent about their current jobs and future careers, no longer innovating for their company or themselves.

Complacency is defined (Merriam-Webster) as: 1. self-satisfaction, especially with one’s merits, advantages, or situation, often without awareness of potential or actual dangers or deficiencies 2. A feeling of unaware or uninformed satisfaction with how things are and not wanting to try to make them better.  It’s an unsatisfying, self-sabotaging, unproductive and potentially destructive way to think and behave.  Here are 6 ways to tell if you’ve become complacent.

You’ve lost your excitement – Have you begun to lose passion for your work?  Or have you already lost it and are no longer excited about your job or career?  Your passion may have disappeared or just gone astray, but either way it’s important to find it again.  Passion fuels excellence, gives you something to strive toward and helps sustain high performance, which makes it worth getting up in morning.

You look for shortcuts – Are you as thorough or detailed as you once were?  Many complacent mangers count on their past successes and good reputations to cover for their current laziness.  They become a liability to themselves and the company.

You no longer invest in yourself – Are you focused on success in your current job and long term career?  Complacent people stop investing time, money and energy to meet their goals and objectives; they no longer strive to improve.  They don’t maintain relationships with in-house and outside colleagues, network or attend trainings.

You’ve stopped learning – Do you think you’ve learned everything you need to know?  Managers who are “know it alls” are particularly dangerous to an organization.  They’re disruptive, negative, poor team players and routinely disliked by their co-workers.

You’ve stopped thinking and disengaged – Have you stopped asking questions and challenging yourself or others?  Complacent supervisors go along to get along.  They specialize in doing only what they’re told to do and bring little value to the company or to their careers. They’re seldom collaborative and do little to move company objectives forward.

You don’t take risks – Are you looking for the next calculated risk that will move you and your company forward?  Risk is healthy and essential in work and in life.  Complacency makes people poor judges of constructive risk vs. destructive risk.

We all have supervised, worked with or for people who are complacent mangers and have been frustrated by this management style.  It’s unsuccessful at its best and destructive at its worst.  It’s highly probably that George Patton was talking about just such a person when he said, “We herd sheep, we drive cattle, we lead people.  Lead me, follow me, or get out of my way.”


Succession Planning – It Ain’t Over ‘Til it’s Over.

business (11)Your small business has been successful.  It has provided you and your family income and personal satisfaction.  It’s been a good run and you’re ready to move on to the next phase of your life – do some traveling, go fishing and spend time with the grandkids.

About 2 months before you retire you tell everyone the succession plan.  1. The business will provide your retirement income.  2. Your son, daughter and/or key person will take over.          3.  You will have a party, eat some cake and make a speech.  This is the most common succession plan among small business owners.

However, the belief that it’s enough planning and that “everything will work out” is usually wrong.  It rarely works because it’s not actually a plan.  A successful succession plan takes time, money and effort.  It can be one of the most difficult challenges an owner will face.  It’s difficult for a variety of reasons.

The owner may have become complacent over the years and doesn’t want to make the hard management/personnel decisions that need to be made, which are mandatory in a good succession plan.  A poor management choice can close a formerly thriving business in just a few years.

A successful plan needs time and may take over a year to implement.  This can be hard for someone who has a tough time giving up control or is conflicted about retiring.  If procrastination is a part of his management style he may be counting on someone else “to figure it out when I’m gone”.

Finally, outside assistance is essential and many owners find it difficult to see the need for and to ask for help.  Now is not the time for your pride and ego to get in the way.  A good plan requires the input of professionals who understand the management (consultant), legal (lawyer) and financial (accountant) issues.

Because it’s difficult most owners avoid succession planning to the detriment of the company, their employees and their retirement.  Avoidance and passing the buck seldom works and can lead to damaged personal and professional relationships, decreased wealth and closure of the business.  It’s not uncommon for owners to have to come back and attempt to rescue it.

As Yogi Berra said, “It ain’t over ‘til it’s over.”  A complete, thought out and well executed plan starts well before the actual day of retirement.  This approach provides the needed stability to make a complete transition, one which safeguards the business’s wealth and sustains harmony among the employees.  Successful owners manage the succession plan as they have managed their company, with forethought and good stewardship, right up until the cake and speech.


3 Types of Networks Every Leader Should Develop

business (9)Every organization has a “go-to person”, the leader who can successfully get things done, who knows everyone and is well liked.  The one some call a natural leader and while others say he’s/she’s “just lucky”.  However, chances are, luck has very little to do with it.

Organizations are social structures created and operated by people.  Leaders effectively navigate them by building and maintaining the relationships they need to be successful.  In the article “How Leaders Create and Use Networks” (Harvard Business Review, 2007) Herminia Ibarra and Mark Hunter identified the 3 types of networks successful leaders have or should develop.

Operational – This network is internal to the organization and is developed to get work done effectively.  The goal is to build strong functioning lateral relationships by identifying who can be counted on in other departments (HR, IT, accounting, etc).  It’s equally important to identify individuals who are depending on you and to be an essential part of their network.

Personal – This network is mostly external to your organization and is crucial to your personal and professional development.  Successful leaders have an eye on the future and become involved with outside activates, which provide opportunities to meet useful contacts.  The key to establishing this network is to be involved in the activity and not just show up.

Strategic – This is a leveraging network that separates the leaders from the managers.  It’s both internal and external to your organization and is oriented to the future.  Identify your future priorities and challenges, and then secure support for them with the people in this network.  Formal or informal mentors and coaches are usually a part of it.

The main factor in successfully building and maintaining all 3 networks is to give more than you take.   Leaders know that establishing relationships, doing a favor, showing interest in someone, giving a referral and communicating face to face is still how things get done.  Yes, it can be time consuming, but as Coleman Cox said, “I am a great believer in luck.  The harder I work the more of it I seem to have”.

Nicole Abbott – writer, educator and psycho-therapist


Talking the Talk: Getting Connected and Networking

The old saying goes, “It’s not what you know, it’s who you know.” Yes. It’s trite. It’s subjective. It’s vague. And, doesn’t it sound to you a bit devaluing? You’ve spent most of your adult life working at becoming the best you can possibly be at whatever venture you’re embarking on – school, sports, relationships, business – and someone has the audacity to essentially say to you, Listen, you’re really talented and hardworking, and that’s wonderful! But do you know the right people? It seems almost disrespectful. But there’s no way around it. People are going talk. And, what can be extremely excellent for your business, is that people are going to listen. Knowing the right people and becoming involved in networking groups will help your business soar.

It isn’t enough anymore to just start a business, get some marketing data, and advertise around town to really bring in new business. Don’t get me wrong, that’s a necessary beginning, but you can’t stop there. You have to get connected. There are two major avenues in which to connect yourself to other business owners in your area. But before I discuss the ways to get connected, let me explain a little more about why you want to get connected.

You want to get connected because every person you meet will know at least two people that you don’t…Period.

That, in all its brief glory, is why you want to get connected. Do the math. You’re at the center of this spider’s web. You meet one new person and they introduce you to two new people, who, by the law that I just stated, will each know two more people you hadn’t yet met. it’s all one big pyramid scheme, but the good kind. You get to keep your savings with this one. (Hopefully you’ll get to add to it, too.)

Of these seven new people you just met, who knows, five might be looking for someone exactly like you who does the exact work you’ve spent so much time working on. Now you have five new clients. The system works.

Or, maybe none of the seven people you just met will have any real use for you. That’s OK. They will now know your name, your business, and your telephone number. When they meet people from now on who are in search for a business like yours, your name will come surely come up.

And because you’re a smart business person who has taken it upon yourself to get connected, you will return that favor to the next seven people you meet. You will keep all of their business cards and in a year, say, when you meet a client who is looking for something specific that you cannot provide for them (new flooring for their storefront, a good mechanic, anything!), now you introduce them to two new people. The cycle continues.

So how do you get connected? Easy.

First, do some research about your city’s Chamber of Commerce, maybe they hold weekly meetings for local business owners to attend and meet one another. Attend these meetings as often as you can. Introduce yourself to everyone and be earnest when you talk to them about how you can help them. Remember, they may know “just the guy” for you to contact. If the Chamber of Commerce doesn’t offer these gatherings, then try to find any networking events that are happening in your area. You may have to pay to join, but your goal is to meet as many people as you can. These networking events are great for getting connected with an eclectic group of business owners.

Secondly, if you have already, create and vigilantly maintain an account on LinkedIn. It’s one vast networking meeting that takes place 24 hours a day and on every continent. Yes, even Antarctica.

Since I began this article with an overwrought yet true statement about how knowing the right people can lead to major success, remember this old, near-dead saying, “What goes around comes around.”

Go meet people.

 

 

 

 

Why Your Employees Won’t Listen to You

business (10)Talk to any manager about the problems they’re having with their employees and one of the main complaints is, “They won’t do what I tell them to do.”  However, the problem is often with the supervisor and not with the employees.  Many mangers don’t want to do the job of managing; they want the employees to manage themselves.

But, if you’re a manager who wants to manage and are looking for ways to get your employees to respond better, the fact that you may be the problem is good news.  If it’s your problem then the solution lies with you, it’s in your control to change.  With coaching, some practice and a little introspection the problem of getting people to follow your instructions can be greatly reduced.  These are the 3 most common errors many supervisors make.

Poor communication skills – The biggest problem people have with communication is assuming it has taken place.  Effective communication skills don’t come naturally to most people, they must be learned.  An effective manager will make the effort to learn the skills.  Ultimately being a better communicator will make your professional and personal life easier.

Don’t want to be the “Bad Guy” – Many managers don’t want to be the bad guy, they want to be liked.  However, kindheartedness is frequently a pretext for weakness.  It’s more important to be respected than liked.  People will like you and still take advantage of you.

Poor or no follow through – Countless managers mistakenly believe, “I shouldn’t have to hold their hand. I should only have to tell them once and they should do it.”  This idea shows a poor understanding of human nature.  People learn through a repetitive 3 step process – instruction, supervision (manager, parent, teacher) and consequences for poor work or praise for good work.

After you’ve corrected your errors and have consistently implemented the changes, you‘ll find most employees will understand and perform better.  However, there will always be difficult employees who no amount of communication will help.  But, with your new skills and knowledge you’ll handle them more effectively.  You’ll be a manager who’s managing.

Nicole Abbott – writer, educator and psycho-therapist


3 Musts for Managing a Remote Team

Quickly: Think about your first email…Where were you? What were you feeling? Maybe you were using a brand new desktop at a school or library. You probably felt a bit overwhelmed, too. Where was this information going? And how did it know which “@” symbol to find? Now, think about the last email you sent. It was probably today and you probably didn’t even think twice. You had your address book take care of where it was going, and as for how it got there…well, it just did.

The Internet is here to stay. So why not embrace it…use it to its fullest potential to bring your business to its maximum potential?

In many industries it’s becoming more common and more acceptable to have teams working remotely. With the Internet’s growth and with the innovations that were borne from the wide expansion (Online Meeting platforms, office chat applications like HipChat, and online repositories), having teams work remotely can significantly help your business’ productivity by freeing up the team members’ rigid work schedule.  Sounds great, but you still have to manage. Here are 3 imperative virtual world managing tactics you must employ to effectively manage your remotely working team members.

1. Practice OverCommunication.

OverCommunication, as of yet, is not a word you’ll find in any dictionaries. But, trust me, after the writers and editors of the next edition of Roget’s begin working from home, you can bet you’ll start seeing “OverCommunication” right after “Overcoming.”

Since you won’t be working face-to-face with your team, you will need to find ways to be sure team members have a clear avenue to ask questions and have those questions heard. Email is great as a broad stroke form of communication, but as I’m sure you have experienced, sometimes emails slip through the cracks, especially when it’s crunch time. Establish multiple ways for the team members to interact with you, your team leaders, and, if you think it will benefit, other team members. HipChat is a great chat service. So is Google Chat. These are wonderful ways to informally talk with team members and solve minor problems in a convenient way for you and the question asker.

Also consider investing in software like Citrix’s GoToMeeting so your team can see each other and you can conduct a virtual version of an analog style meeting. This gives you and your team leaders a way to clearly align the goals of the business day.

The reasoning behind the OverCommunicating tenet of managing a remote workforce is (as you know) that problems arise even if team members are in the office next door. What if they are 500 miles and two time zones away? There is no need to pester or micromanage, but establish a system of “Mile Marker” style updates where the team member checks in periodically to let you or the team leaders know how the day is going and how much has been completed. This can be in the form of Chat, Phone, Email, or through the videoconferencing platform.

2. Be Generous.

Being generous (in this case) has very little to do with total compensation or being a push over. In fact, by being generous, you can establish yourself as the opposite of a push over. Since you’re already practicing OverCommunication, don’t shy away from presenting yourself as someone who cares for and supports the team. Often times, since your workforce may very well never meet you in person, or don’t often physically work with you , there is a sense of detachedness between team leaders and team members. By having a virtual workforce, there might be times where signals get crossed or deadlines aren’t met. While this isn’t something that should ever become a habit, it is important for you to understand that having team members who work from home, their personal lives will sometimes (inevitably) get mixed up in their workday. Or, if there is a lapse in communication, and work doesn’t come in as expected, the way it would in an office setting, there needs to be a little give to the situation. A Generous leader knows there is a problem, and understands the limitations of a virtual workforce. He will adapt the best way possible because in the long run, having a remote team pays off for his business.

Generous = Being firm… Being available… Being understanding.

3. Training Pays Off Big Time!

Imagine: You have a team working for you. A man in Houston, a woman in Minneapolis, and a fresh out of college young woman in Boston. You were new to the virtual office experience, so you trained them yourself at a painstaking rate. And now you’re enjoying not having to work in an office everyday. You spend your day checking in, chatting with each of the geographically scattered workers. Life is great.

Now it’s time to expand. Training and training systems are crucial to your growth.

Make sure you are spending the same amount of time (and actually, more time since your business is always evolving) training each new team member. It may seem like it is a waste of time and money for you to do this every time you hire, but it isn’t and training systems will help reduce time and money spent on effective training. The same way you would train a new team member in your physical office space needs to be applied to remote team member, but maybe multiplied by… 10.  This is where OverCommunication and being generous will come in handy.

You must develop training systems that develop well trained new hires. It is invaluable. If, on the other hand, you’re not taking the time to properly train (and retrain) your team about how your business operates and its culture, you WILL lose money. And more importantly, you will lose time. While the easiest path of allowing your new team member in San Jose to “learn on the job” or “learn to swim or sink” might seem like you’re saving time (and money), but over the course of the first few months, with the mistakes made and elongated learning curve, you will inevitably fall behind. And it will cost you.

Spend the time up front training and developing ongoing training systems even if it is arduous. Get the team member to a point where she is comfortable. Remember training is a continuous activity. And also remember: Be generous. And always OverCommunicate.

 

Training is an Ongoing Process

3 Essential Strategies for Successful Training

You’ve just conducted a wonderful interview with a promising candidate. She’s accepted your job offer. Phew! Thank Heavens that’s over.

Wrong.

Now comes the most important part of successfully building your team. Training. Frankly, I’ve been amazed at how many times businesses don’t have an effective training system. They seem to think their new team member will just do it. Even more frightening…do it right. And usually without the proper training they are disappointed and the new “promising” team member ends-up frustrated. If you don’t have one…develop a training system… here are 3 approaches to get you started:

1. Always Give the Trainee Context.

In an effort to keep your new trainee from feeling overwhelmed and to make them feel like they are joining the team, be sure you’re explaining not only what he needs to know, but why he is learning it. For example, if you are explaining the policy for customer returns, don’t just instruct the trainee on how to process a customer return in the mechanical sense, explain why the process is done in such a way. Maybe in the past there was a problem with customers taking advantage of your business or maybe you explain returns are done this specific way because it will help inventory. By letting the trainee in on the why, you are giving purpose to the position they are in training for. You’ll find that after the training is complete, the team member will have retained more information due to knowing how each procedure fits into the bigger picture of your business.

2. Use Different Teaching Styles.

Don’t rely solely on lecturing while training a new hire. If you’re talking about your business’ policies and procedures for too long, you’ll likely bore the trainee. And you know what? It isn’t her fault for being bored. The best way to be sure the trainee is retaining the knowledge you’re teaching, is to blend audio (you talking), visual (reading materials, projections, etc.), and hands-on (trainee talking and discussing) equally. You need to talk and show them the reading materials—that’s true. You also need to hear from her while she’s trying to process all of the new information. Include open discussions and encourage communication during the training sessions. Remember mistakes will happen, but we all learn from those mistakes.

3. Evaluate, evaluate, evaluate. Listen, listen, listen.

As the training sessions proceed, don’t assume that since you’ve been doing an excellent job imparting all of your business wisdom onto the new hire, you’re job is over. Assess the progress of the trainee but don’t be too hard on him right away. If you’re consistently monitoring the progress of a specific trainee, you will have the opportunity to assist the trainee and potentially shift your training plans to accommodate his needs. By taking measures to evaluate the progress of each trainee, you’re actually saving yourself time and money. Addressing certain issues in the training sessions will likely eliminate many future problems when he’s in the field, working for you and your business.

Finally, be alert and inviting. Always listen to the trainee. Whether it’s a question, a clarification regarding a procedure, or a response to a question you’ve posed, you must use the training period to establish open communication. Who knows….you may learn something new along the way.

 

Reasons Never To Neglect Existing Customers While Pursuing New

business (10)There is a danger that lurks in the relentless pursuit of new customers. With performance measurement so often geared toward new customer acquisition, many, from the CEO to the individual relationship manager, might be tempted to shift focus from an existing book of business. This can even take place subconsciously. Rest assured, however, customers will ascertain the level of service that is being delivered. To keep from drifting away from stellar service and neglecting customers, here are some points to consider;

1) Remember the cost of acquisition. Of course, every customer you have comes with a cost, and many businesses have this defined down to the cent. It is helpful to think of the process of acquisition as well. How many introductions, meetings, lunches and proposals did it take to earn the customers’ business? What effort was put forth in the onboarding process? Contemplate this the next time you are tempted to skip that quarterly review or to decide that a thank you note really isn’t necessary.

2) In many industries, the best source of new business is your business. Think of your best customers. Would you like to have more of them? Would they recommend you and/or your company? Many would agree that the answer to that question will go a long way toward determining your ultimate level of success. Still, some struggle with asking for referrals. This could stem from a lack of confidence. Really, would you hesitate to ask for a referral when you are truly proud of the way you have taken care of a customer?

3) Finally, constantly remind yourself that your top 10 customer list is someone else’s top 10 prospect list. Don’t fool yourself into thinking that whatever good or service you are providing is simply not to be obtained elsewhere. This is rarely the case. Neglecting customers leaves the door open to your competitors, and you may not even realize it.

Your overall business will not grow unless you can obtain and retain customers. Keeping these principles in mind can help you do both.


How To Keep Score For Your Business

business (4)Many small businesses – and small teams in large ones – work hard without working smart. More effort is exerted than necessary and the results are that the business is less efficient.

So how do we work smarter and more efficiently?

The answer to this is dashboarding. A dashboard is a tool many newer businesses are using as a means of charting the work they do and projecting future outcomes where applicable, such as in sales and the green energy sector.

Among the common programs to create a dashboard are Microsoft Excel and the Numbers app.

How to Create a Dashboard

Using a spreadsheet, the top rows should title the tab. Below that, the columns for important data need to be input. The rows on the left hand side that run from top to bottom will note the project, customer, or prospect.

Using a Dashboard to Track Sales

For sales professionals, the dashboard not only helps you stay on track, but also enhances your progress and increases your income. When you dashboard, you’ll not only have your customers’ information in one place, but you’ll also note important information such as:

  • When you called last
  • When you’ll call next
  • The reason for calling
  • Notable information

Additionally, many sales people like to note how many “points of contact” they’ve made so as to track just how many times they have to call someone to make a sale.

Secure Your Future With a Dashboard

David Katz was an intern with a green energy company in New York City when he was preparing to graduate from Columbia University. The position was only meant to last the summer, but during that time, Mr. Katz did a complete overhaul of the company’s energy measurement and billing methods via dashboard.

When the summer ended, the dashboard was deemed too valuable to lose, as was its master. Mr. Katz is now one of the top players at this company that may go public in the next five years.

If this wasn’t enough, the dashboard also added to the young man’s legacy. Those in his circle have replicated his actions and dubbed the process he enacted as “pulling a Katz!”


How To Spot Problem Employees Before Hiring Them

business (7)How to Spot Problem Employees Before Hiring Them

The whole hiring process requires careful thought and consideration. If an employer is not careful there are many things that can be overlooked in finding great employees. Upon viewing a prospect, the employer should view the initial application carefully to see if there is anything there that appears to be misleading or false. References and past employers should carefully be checked by giving them a call and asking a few unexpected questions and making certain that the past employer has a legitimate company. The past employer can be researched to see if they really exist.

If the application looks impressive, the next phase would be to give the person a call and let them know that their application was received and ask them why they feel they would be a good prospect for the job. It would be a good idea to tell them about the main job duties and ask them if they have experience in those areas. If the applicant is able to answer the questions in a convincing manner then this would be a great time to schedule an interview. If the person does not sound convincing they could be told that that there still needs to be time to view their application. This would be the perfect time to send them an email and thank them for their application and let them know why it was denied.

The interview is the final draw. First impressions mean everything. The applicant should be dressed for success suitable for the interview. Does the employer really express that they are interested in the company or in just getting paid to do a job? Some concerns may be health related problems that may cause this person not to be able to perform well on the job. The applicant should be able to work the hours needed and be able to be to work on time. Does the applicant answer in a way that he or she comprehends the questions asked? Does he or she communicate well and present themselves professionally? The answers to these questions could be red flags that help spot problem employees.