Creating a WOW experince

In business you have to create a WOW experience for your customers, employees and community. I recently encountered a situation where I was walking into a business and as I approached the front door I noticed a dog sitting on the floor. I immediately began to think do I really want to go in here?

As I entered the business the owner took the dog and put him in a closed glass office so we could conduct business. As I began to talk to the business owner he explained he has owned Pit Bulls for nearly 30 years and they eventually become very mean and aggressive. Nothing says welcome to our store like having a killer dog in the window. I then began to question, "how would this business have performed over the past 30 years without this obstacle?"

The same goes for employees does your office providing an inviting experience for employees to have fun and be productive at the same time. If not I would ask that you change your surroundings and review what it is going to take to attract and retain top talent. This does not mean you go out and buy all new furniture but it may be as simple as getting a ping pong table for the break room.

Building Rome

Rome was not built in a day! As a leader and a business we need make sure we understand that and take the necessary approach daily to make a long term difference. So many times business leaders want results today however do not demonstrate the key attributes to that will lead to daily attainable results.

In recently had a conversation with an executive who explained she was asked to attend a breakfast with a part of their organization. Long story short this executive made a decision that the breakfast was too early causing her day to start earlier than expected. Now lets think about this, will this same executive be able to ask her team to come in early or stay late? Will this person's team support the tough decisions that have to be made for the betterment of the business? The answer is probably not.

This is an example of doing the small things in order to build an empire. Business leaders need to take the small steps each and every day in order to build the empire. You do not have to win every deal but you have to win every day!

Coaching Never Ends

Have you ever thought if I coach this person now I will not have to coach them later? Have you heard managers or leaders say I have spent time coaching them I am not sure why they do not get it? Coaching never ends!!

There is a reason NFL teams have coaches for every position because regardless of how go you are you still need a 3rd party opinion to make good decisions. Think about it, in the NFL these are the most talent athletes in their positions yet they still need coaches. Take a look at Peyton Manning, he is possibly the best Quarterback in the game today yet everyday he is reviewing film, working on mechanics and throwing additional passes to his teammates. Do you really think Peyton needs to learn how to throw?? The answer is no but he needs to continue to refine his skills if he wants to remain on top.

As a leader you have to be a great coach, you have to be able to listen, teach, demand performance and provoke thought. So many times in business leaders do not understand coaching is not always about solving problems yet it is about help the person solve their own problems. If you do not have a coach today, go get one, if Peyton needs one so do you!

Professional Distance

What is Professional Distance? Well my definition of Professional Distance is maintaining a relationship that is strong enough internally to grow business ventures however does not jeopardize respect or personal integrity. In business so many times we forget about having professional distance. Sure there are going to be times in which employees, managers and customers are all going to become more than what they are and eventually become friends. The major question is how do these relationships happen and what are you doing to maintain professional distance?

For example lets say you become very close friends with an employee you eventually become the best man in his wedding and even god parent to his children. Then on one Monday morning you find that this person has a gambling problem and has been stealing money every day from the company to protect his family. Well a person who has neglected professional distance is now torn with and ethical and morale obstacle that will not be fixed without complications.

Professional distance is not difficult and in most cases is the most powerful way to build relationships. There is nothing wrong with building long term relationships and friendships as studies have shown this is a way to lead and generate new business. However maintaining a professional distance is key as each person will be faced with making a tough decision that will impact the relationship.

Here is another example: Mr Smith is a purchasing manager at an industrial company and has been purchasing paint from the same vendor for 15 years. Their relationship has grown and over the years they have went on family vacations together and even shared holidays on occasion. Although the paint dealer has never been the cheapest in town Mr. Smith has always used the same vendor. Recently Mr. Smith's company has downsized 50% of the workforce due to cost cutting measures. The business is still operational but the market has certainly turned for both Mr Smith and the paint vendor. The paint vendor's business is also slow but has recently had another annual price increase. Mr Smith knows no one would question the purchase, so should he search to find a better price?

Professional distance makes decisions easier and eliminates the fog in the process. Although these are 2 short examples in the day an age of business ethics I think professional distance will become more a concern. If someone says I will not do business with you unless.....(gift), do you really want to do business with them? The same goes for employees and managers you have to have professional distance or you will find you do not make clear decisions that will not only effect others they will also impact you.

Key Points for Professional Distance

• Do not treat a business outing like a frat party
• Just because you have a corporate card does not mean you do not have a limit
• Unless you are a family business employees are not family, be fair and consistent
• Do not put your manager, employee or customer in an awkward position
• Control the situation and remove yourself if it goes south
• Know when to call a spade a spade
• Provide inspirational leadership at all times everyone could use the help

Feedback is a Gift

Recently I encountered a situation in which I was forced to have a firm conversation about how the perception of a relationship might be impacting others. The response I received was less than profound and basically refused change the given perception.

As leaders we have to the ability to impact people in both a positive and negative way each and every day. Sometimes the only way we can truly become leaders is to listen rather than talk. A true leader will often go search for feedback, create change teams, and instill excitement amongst all members of the organization. However a poor leader looks for people to blame, hates change and cannot create excitement regardless of the task.

I remember back on my career, early on I would not listen to any feedback regardless of how relevant the information might have been. I certainly would not take feedback from anyone who was not on the same page as me and if I did not like the idea I would shut it down. This was shallow and egocentric approach to leadership. Some how during this process I was able to build relationships but the long term growth of my team was certainly limited. My challenge to every leader is to go ask for feedback, create excitement and have fun. If you are not looking to change the way you are or the position you are in you are likely going to be changed yourself.

Europe Day 1

Day 1 in Europe was filled with culture from the beggining. After a long flight from the states we began our trip promptly at 8am Belgium time. Although the majority of the group was extremely tired we began at a local military museum. This was an oustanding experience and make you really think about how new our culture in the U.S is.

Although all of us would like to think we full of culture and open to change it is amazing what happens when you are forced to adjust. There is something very powerless being in a country in which they speak a different language and you look like a tourist simply by the way that you dress. Although the people have been extemely nice it is our responsibilty to understand we are guests in their world. I think it is imperative for leaders to encounter situations like this as they will grow horizontally as much as vertically.

Who is that?

In business sometimes people forget who they are. I do not mean who they are today but who they used to be and who others around them might think they are. Recently at a local wine tasting event a few of my peers and I worked to help out a local organization. The focus of the event was to raise money for a local YMCA. Although the event was a huge success it was the people who were in attendance who I found interesting.

Since the event was a wine tasting event the demographic was very specific. A quick scan would say median age 51, white, professionals, who were in attendance. There were people from very different professions, Lawn Care Owners, Attorneys, Stockbrokers, Bankers, CPAs, etc. However what I found to be interesting was the attention and thoughtlessness some of the patrons had. Some the the guests were very demanding, rude and to a point almost degrading. While others were extremely friendly willing to converse share stories and enjoy the event.

As a leader it is important to think about each time you have an experience with someone. These experiences will be the lasting impressions that people will judge you by. Sure some are fortunate to have extreme amounts of wealth however this does not by any means they are better than the person who is working the afternoon shift at the local mill. One of the problems when people interact in a way that is less than respectful is the immediate loss of credibility. Although these people might think they will never need help these are the ones that are likely to live a life that is full of material goods but is missing the true meaning of life.

If you treat everyone equally you will likely build relationships that are everlasting which translates into greater rewards than monetary gain.