Build People – Focus on Potential, a Leadership Task

ToolsWhile walking through Home Depot, my favorite aisles are those aisles with tools, power tools, hand tools, and so forth.  My mind always goes on imaginative wanderings, thinking about what those tools will go out into the world and do.  Will an inexperienced hand learn on those tools?  Will they build grand buildings?  Will they destroy?  What will those tools help accomplish?  The potential held in a tool is as much a mystery as looking at a babe in arms and thinking, what will that soul go forward and do?  I never become bored thinking about the potential held in a tool as part of the ongoing saga of humanity.

Without hands, a tool is useless; the tool cannot act independently.  Guns do not shoot themselves; hammers do not strike anything alone; thus, we can see that tools need someone to fulfill the measure of their creation.  For good or ill, the tool is only ever a force multiplier and requires intention through another party to act.  A critical point to understand is the person’s intention of holding the tool, who decides whether that tool will build or destroy, and the value to the owner.

Knowledge Check!But, this article is about people’s potential; why begin discussing tools?  To a leader, each person is a tool requiring training, delegation, trust, and motivation to achieve the measure of their creation.  Have you ever witnessed an unskilled manager use, or abuse, their people?  My first officer in the US Army National Guard was one of these unskilled managers.  The stories and experiences from this manager are legion, fraught with examples of what not to do and the hubris of a person placed into a position of power above their competence level.  I have long wondered, what did this officer’s boss think about this officer’s performance?

The first lesson in building people is this; everyone has someone they report to.  Do your people know who they report to, and are they comfortable talking to this person?  Consider the following:

Leadership is solving problems.  The day soldiers stop bringing you their problems is the day you have stopped leading them.  They have either lost confidence that you can help or concluded you do not care.  Either case is a failure of leadership.” – General Colin Powell

In more than nine years of Military Service, I can count on one hand the number of officers I trusted enough and were approachable sufficient to bring problems to, and I won’t even need the pinky and thumb.  In talking to friends and family about this issue, their experiences are similar.  Worse, the same problem exists with the non-commissioned officer corps.  In my professional pursuits outside military service, I have worked with precisely one boss to whom I felt comfortable bringing issues.

While I strive to be the leader I wish I could take problems to, there is a realization that to my teams, I am being measured, weighed, and if found wanting, will never know I failed to be the leader to whom I would bring problems.  Consider this for a moment.  A leader could be solving problems and thinking, “My people bring their problems to me QED: I am a good leader.”  While never realizing they are detestable and hated by their people.  All because their people only bring work-related problems, and then only rarely.  In the US Navy, I experienced this exact issue more than once, and the officers all thought they were “God’s gift to their people.” Massive egos, compensating for being vile and despicable.

Leaders, take note:

    1. What are the preferred names of the members of your teams?
    2. When was the last time you shared problems and asked for input from your followers?
    3. What are you learning daily, and who is teaching you?
    4. Do you know your followers sufficiently to advise?
    5. What quirks, talents, skills, or abilities do your people possess that you appreciate?

How you answer these questions determines more than your destiny as a leader and your team’s productivity in achieving business goals.  When I begin a new project and select tools, I review what I know about my tools.  My hammer has a loose head, but I will not change it out because it has the smoothness of age and is the best hammer for finishing work.  This wrench has scratches in the head and a chisel mark in the handle that is exactly 6” and is handy in a pinch.  Thus, when used on soft brass, the head will leave marks in the metal on which it is used.  All this and more is reviewed, strengths and weaknesses, quirks and peculiarities, all known before engaging in a new project.  When you know your tools, their potential is declared, and in communicating their potential, how and where they can be best used becomes common knowledge.

Leadership is a potent combination of strategy and character.  But if you must be without one, be without strategy.” – General Schwarzkopf

Ninety-Nine present of leadership failures are failures of character.” – General Schwarzkopf

Several of the worst people I have ever worked for had the moral integrity of a used car salesperson.  They could not be trusted, except to be trusted to stab you in the back.  No honesty, never forthright, always acting for the downfall of anyone they deemed was competition, and constantly engaged in stealing glory while meting out the worst punishments.  While the experiences fulfilled another axiom from General Schwarzkopf, the education was brutal to suffer through.

You learn far more from negative leadership than from positive leadership.  Because you learn how not to do it, and, therefore, you learn how to do it.” – General Schwarzkopf

These experiences alone would qualify me to write this article; however, through a multitude of academic classes and degrees, I have gained more fundamental qualifications to justify what I am about to declare.  If you think a title makes you a leader, you are the problem in your organization’s leadership!  In working with newly minted, freshly commissioned, officers in the US Army and the US Navy, I have learned through sad experience too many consider the rank and titles their “Golden Ticket” to being abusers of people through “leadership.”  One particular example stands out more clearly from the others.

While serving in the US Navy, my first Chief Engineer was book smart and common sense inept!  This man was more dangerous with tools in his hand, even though he could verbatim quote pages from maintenance manuals.  Shortly before I arrived on the ship, the Chief Engineer had started a fire on board the vessel in multiple engine and auxiliary rooms by applying shaft brakes to an operating shaft instead of to the shaft that had been locked out and tagged out.  The Chief Engineer then compounded his errors by blaming the engineers who had properly locked out/tagged out the shaft needing maintenance.  This was a major issue that proved cream rises and trash sinks, and this leader was absolute trash!

The bitter cherry on this crap sundae, the example of the Chief Engineer, was a symptom of a greater sickness and moral desert in the Engineering Department.  Chiefs were force-multiplying the Chief Engineers example, and the senior non-commissioned officers were force-multiplying the chiefs example.  Who suffered, the lowest enlisted, and the rest of the ship.  Maintenace was rarely done properly, watchstanding was hit or miss, and the example plagued the Engineering Department for years after the Chief Engineer was summarily dismissed.

The only redeeming factor from this experience, I learned the lessons of what negative leadership does well.  Leaders take note:

    1. If character problems lead to poor performance or behaviors detestable in your teams, look no further than the reflection in the mirror for both an answer and a root cause.
    2. Your followers will observe what you do more than what you say. How are you acting?
    3. Stop looking up, you are a leader, and your first vision should be to look sideways and make sure your people are on the same level before you look up.
    4. Before embracing new strategies, first review character!

The following is critical to building people and promoting potential:

To be an effective leader, you have to have a manipulative streak – you have to figure out the people working for you and give each tasks that will take advantage of their strengths.” – General Schwarzkopf

Leadership is a balancing act between helping people take advantage of their strengths and training them to overcome individual weaknesses.  Yet, leaders often act like managers, never training, and always micro-managing to shave strengths preventing competition with the leader.  Which are the actions of neither a leader nor a manager, but a tyrant!  Petty authoritarians acting the role of tyrants produce more harm than war, poverty, and disease combined.

What actions are needed?  We conclude with the following:

TRUE courage is being afraid, and going ahead and doing your job.” – General Schwarzkopf

The job of a leader begins with being a good follower; even if to be a good follower, you must be the loyal opposition standing like a rock doing the right thing in the face of adversity.  Moral integrity is critical to being a good leader and is foundational to building people.  Leaders take special note and act accordingly:

    1. What is your moral code?
    2. Why do you embrace those morals?
    3. Do you understand integrity is doing what is right, especially when you think nobody is watching? Do you have moral integrity?
    4. Do you know your identity, and are you comfortable with your identity?
    5. What character do you possess, and is that character tied to your morality and integrity?Exclamation Mark

When you are placed to influence people, build potential by first knowing, and then doing that which is the harder right, than the easier wrong.

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Why Should Your Customers Remain Customers?

Bobblehead DollMy wife is mad at me; I was relating an email survey experience where a financial institution had sent me a customer service survey.  I described the truth, I have no reason to remain a customer and feel less than enthused at remaining a customer.  My wife fearing I had been insulting, derogatory, or denigrating, got mad at me.  I explained my position and how I had answered the rote questions, and she is still not happy.  But, her position and my position bring up an interesting point, centered around the following question, “Why should a customer remain a customer?”

Use My Name!

Daily I receive programmed emails from multiple companies.  Do you know how I pick the ones I want to do business with?  They know my preferred name and use it!  What an incredible concept; since the early 1990s, we have had the technology to put in names, create mailing lists, and use people’s preferred names, and businesses still struggle with this concept.  Why?

LookI have several titles, want my business, know and use my titles.  Pick one, and use it!  How can a company claim they “know their customers” when that company cannot use the customer’s preferred name or title in addressing that customer?  I have worked hard to earn a Ph.D.; I do not expect everyone to call me “Dr.,” but it sure as anything beats being called “mister” all the bloody time.  Worse, I still hold several ranks and positions that come with titles. I could be addressed using them, but even with a preferred name on many company customer profiles, I get that lazy customer service representative that calls me Mr. Salisbury!  Guess what company I am going to ditch at the first opportunity?Shhh----Don--t-Say-A-Thing--Just-Listen--Don--t-Talk.jpg (500×273) | The beauty and danger of ...

On the topic of names, if I say, “everyone calls me Dave,” and you continue to call me “Michael,” “Mike,” or “Mr. Salisbury,” you are either not listening, or your company has the worst policies for addressing customers.  Guess what company I will end my business relationship with post-haste?  I have given permission to use a preferred name, use my name.  Listen to me!

Listen!

Job Interview Cartoons ~ Silly BuntActive listening can be faked!  Customer service agents, I know active listening can be manufactured, I have been a customer service agent, I know your stress, I know your job, and I know your problems.  Thus, to your bosses, I appeal; stop the active listening drama!  If you are not stressing reflective listening to your employees, where they and the customer reach a mutual understanding, you are not doing your job leading customer relations!

My wife claims that conclusion is “Too harsh.”  I disagree vociferously.  Here’s why!  Remember how I just related how I had informed customer service agents, “everyone calls me Dave,” and the agent continued to call me everything but my preferred name.  Failure to listen remains the number one customer complaint for a reason; the agents are not listening to reach a mutual understanding.  Too often, they are not even attempting to listen actively but are listening to respond, responding to the voices in their heads and not the customer!Joke of the Day | Joke of the day, Funny quotes, Single words

Do you want better customer survey responses; try listening, then acting, then listening again.  Not speaking; listening, acting, listening, acting; it’s a pattern worth doing!  Yet, too often, what is the pattern found, maybe listening, speaking, maybe listening, token action, maybe listening, half-hearted action.  Wait for the customer to become frustrated and go away.  Guess which company I am going to be ending my business relationship with quickly?

Respond!

AP 20.96 Short-Answer Questions (SAQ) - Bello's Reference Page - Use GOOGLE CLASSROOM for all ...I have four companies who I have informed (several times) I no longer can do business with them.  They continue to send me emails asking for my business for old properties and cars I no longer possess.  Listening is but half the answer; you must also respond with definitive action.  How many times does a customer have to relate to your business they have moved?  I did business with a windshield repair company in Phoenix, AZ.  Good company, good service, but for the next three years, I received calls from them monthly, and I had moved out of their service area.  They were told this month after month, I was promised month after month this was the final call, and month after month, I received another call.  Guess whose recommendation I deleted online?

People ProcessesBusiness processes matter; honoring your word matters, displaying trust, integrity, and fulfilling a promise made all matters in the customer relationship long before the product or service is discussed.  Yet, how often are these issues on shaky ground, before the ink is dry on the service contract or the receipt for goods?  I have a cell phone provider I detest; I long for the day I can finally walk free of this provider and never look back.  Because their customer attention is deplorable, I feel used and abused every time I interact with this company.  I have the same problem with my current Internet provider.  When your customer service is so deplorable, you have to climb to become terrible; there is a problem that colors, signage, marketing, and gimmicks cannot fix!

Why Would I gladly Pay a Higher Price; Service!

Skillet Mac and Cheese with Crispy Breadcrumbs Recipe - Southern LivingI was in the supermarket, my wife asked for a treat.  To her, a treat is a bowl of deli mac & cheese, potato salad, or a bag of potato chips.  As I was in the deli and they had her mac & cheese, I bought mac & cheese.  My wife was shocked, I paid, what to her was an exorbitant price for the mac & cheese, but I was glad to pay the price.  The counter worker wrapped the mac & cheese package in plastic wrap to protect it from spilling, was pleasant, remembered me from a previous visit, and made my day.  The service was well worth the extra cost.

I kept going back to this store, making purchases long after this deli person was transferred to another store closer to their home because the service level did not go down.  Thus, I remained satisfied to pay extra for the service I received.  Walking on a cane, with labored breathing, and having a service representative walk with me, not ahead of me, so I feel like I have to race, is a significant service I would gladly pay more for.  I felt respected and remembered from visit to visit, even if I was sporadic in visiting for over a month.2mm to Sales Mastery | Customer Obsession: Creating "Wow" Moments That Leave a Lasting Impression

Long before the product or service costs are discussed is the customer experience.  If the customer experience fails, you can have the coolest products and the best access to services and fail because you forget the customer experience!  Getting back to the financial survey I just completed, it was full of Likert-style scale questions.  If your company employs a Likert question on a survey, you need a follow-up self-directed qualitative question to explain directly after.

Likert-Style Surveys

Likert-style questions are a quantitative researcher’s bread and butter, showing the relationships between agreement and disagreement on a broad scale.  Generally, on a scale of 1-10, these questions and scales have come to be represented by emojis, colors, statements, and more as technology has advanced.Top 10 Likert Scale Examples for your next survey! | QuestionPro

I completed 15 Likert-styled questions before I was asked why I rated the company as “Neither liked or disliked, neither favorable nor unfavorable.”  Okay, so quantitative data is easier and less expensive to collect, collate, and report.  But, if your customer survey is only collecting qualitative or quantitative data, you are only collecting half the story and none of the customer experiences!  However, you cannot simply ask ½ the questions qualitative and ½ the questions quantitative and expect anything but GIGO.  Careful planning is key to customer survey results worth your time and the customers time!Likert scale questions, survey and examples | QuestionPro

A customer satisfaction survey should first be an instrument of dedicated action!  Where your best and brightest in customer relations work to analyze, report, and propose efforts to satisfy the customers.  They investigate survey findings.  They respond to survey questions and concerns, address real people, and produce tangible results.eCommerce Customer Surveys | An Ultimate Guide 2021

A customer satisfaction survey is not the time, nor the place, for cute emojis and colorful pictures depicting customer attitudes.  Can the customer survey be more than black and white; naturally.  Remember that the customer survey is not where you go to flash and spin; this is where the customer goes, tells the truth, and expects action, not to be played with.  If the customer takes the time to complete a survey, there is a reason, find the cause, know the customer, and win.

Knowledge Check!These are but three basics, fundamental points at the start of the customer relations journey.  If you cannot get these three points right, the rest of the trip will be short, painful, and not fulfilling for you or your customers.  Worse, the experiences will be remembered, and people have this nasty habit of not forgetting bad experiences.  Why do the majority of people despise the DMV; because the majority of customers have experienced the most frustrating issues of their professional lives at the hands of the DMV agents.  Governments abuse their customers, which is as bad as customer interactions get, and everyone feels betrayed when the government and bureaucrats use them.

You are in the private sector; you have competition; your first question daily should be, “Why should my customers remain, my customers?”  When you answer this question, your customers will hear the answer loud and clear!

© 2021 M. Dave Salisbury
All Rights Reserved
The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.