That Leadership Thing

We’ve all heard it several times before: “What we need is some leadership”, “he’s a great leader”, “this calls for someone to step up and take some leadership.” And it goes on and on.

I bet you can get through your day just fine without having to worry about your leadership skills. New customers are coming in on a regular basis, your staff are skilled and efficient, and you’re receiving compliments on your service.  

Yeah, it would be nice to be known as a “great leader”, but if everything’s going smoothly - why should you care? Why is everyone so gung ho about this leadership thing?  

Because leadership leads to higher performance, which leads to increased productivity, which leads to maximum profits. And it’s all behavioral based, which means it can be done for “no cost” or “low cost.”  

Hmmm. . . let’s review. A process that makes employees want to work harder, decreases absenteeism and turnover, increases sales, makes my life easier, and it comes with a little bitty price tag - - - Sounds great! So why doesn’t everyone do it? 

Because we need to know what leadership “looks like.” 

In fact, if someone were to ask you to write down the behaviors of a great leader – what would be on your list?   Charming, personable, charismatic. . . true - true. The question is: What does that person “do” to be described as charming, personable and charismatic? Why do people look up to them? Honor them with trust and respect? Would do anything in the world for them? 

Enough already – I’m busy, you’re busy, and I’m sure you get the idea. Wouldn’t it be nice to just cut through all the leadership theory and get real. 

Just tell me what to do and I’ll do it. 

I received 2 leadership awards in 5 years – from both staff and colleagues. I had to ask myself, “What did I do to double productivity, earn the loyalty of staff, increase customer satisfaction levels, and increase profits?”  

The behaviors below worked for me, and they can work for you, too. 

One more thing that isn’t noted above - when times get tough (like now) and you have to make cuts, don’t make them where the customers will feel them.  

Include the staff, ask them to help make the right decision for the betterment of the customer. Below is a sample conversation with the staff:  

“We need an expensive piece of equipment. This new equipment would really make our lives and the lives of our customers easier. But, getting the new piece of equipment means we won’t be able to remodel the reception area. Since we always put our customers first, what do you think we should do to make the experience better for them.” 

No matter what they choose, you will have included the staff (so important as a leader), shown that you’re passionate about service, and role-modeled doing the right thing. You’re also demonstrating your interest in removing barriers to good service. 

Get comfortable with “pushing the HELP button”. This is soooo successful, and one of my super favorite strategies. 

So, now you know what “That Leadership Thing” looks like. Have fun implementing these behaviors, and let me know if it works for you as well as it worked for me. 

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