Management

Dealing with “The New Normal”

bigstock-Business-man-in-front-of-a-hug-40875844A client recently asked me to speak to their company about “the new normal.” It reminded me of an interview I conducted with Sir Richard Branson on the same topic a couple of years ago. As you know, Sir Richard is an expert on operating in the new normal. His international investment group, the Virgin Group, is one of the world’s most recognized and respected brands and runs successful businesses in several different sectors.

During our interview, I asked Sir Richard how he chooses the different sectors he invests in.

His reply was that he looks for sectors where the current competitors are not as customer focused as they could be. If they are not taking care of their customers, he’ll go into that industry.

But that was just the beginning. In addition to being customer focused, he shared that you have to be fast and flexible, you have to be cost effective, and you have to be continuously improving. Continue reading

Categories: Customer Service, Leadership, Management, Managing Change, Servant Leadership | 4 Comments

Remembering Stephen Covey and Zig Ziglar

Two great men who were mentors and friends to me passed away this year—Stephen R. Covey in July and Zig Ziglar just this past week. I’d like to share a few thoughts about these wonderful guys.

Stephen Covey was a devoted husband to his wife, Sandra, and dedicated father of nine, grandfather of fifty-two, and great-grandfather of six. He was also a great friend and colleague to many, including me.

A great memory I have of Steve was when we did a session together in Salt Lake City. During my presentation, I talkedstephen_covey about how the most popular management philosophy was “Seagull Management,” where managers don’t come around until something goes wrong—and then they fly in, make a lot of noise, dump on everybody, and fly out.  That line normally got a good laugh from audiences, but not this time. Then Steve whispered to me, “Ken, the seagull is the state bird of Utah.” Oops!  He later told me about the role the seagull played in Mormon history.  When the early Mormons were settling in Utah and planting their fields, they were plagued by swarms of locusts that began eating all of their crops. The people thought they were going to starve to death. At one point they looked up and saw a huge cloud of seagulls flying toward them. They thought the seagulls were coming to finish off what the locusts hadn’t eaten.  Instead, the seagulls ended up eating all of the locusts, saving the settlers’ harvest and their very lives. Steve even took me to the place in downtown Salt Lake City where they have a statue of a seagull.

Steve was such an inspiration and a teacher to so many.  He was a giant in our field and a very special human being.  His legacy here on earth will go on for years to come.

Zig Ziglar had a big impact on me. During the times we were on the platform together, he modeled for me that it was okay to share my faith as long as I wasn’t trying to convert folks. He told me, “Your faith is part of who you are, and people want to know what makes you tick and what is important in your life.”

Zig ZWhen I was 65, I called Zig because Margie and I had been invited to the 59th Anniversary of his 21st birthday. I asked him, “Zig, are you going to retire?” I will never forget his reply: “There’s no mention of retirement in the Bible!  Except for Jesus, Mary, Joseph, and David, nobody in the Bible under 80 years of age made much of an impact. I’m not retiring—I’m re-firing!”  What a difference his phrase of “re-firing” has made in my life the last eight years.  I quote him all the time. In fact, I’m working on a book on “re-firement” and my coauthor and I are going to dedicate the book to Zig.

One last thing I learned from Zig.  He once told me, “I never met a golf game I didn’t like.”  Ever since, I play a lot of N.A.T.O. golf—Not Attached To Outcome—and I enjoy the game so much more. He was an inspiration to everyone fortunate enough to meet him.

It’s always tough to lose important people in our lives. I think the best way to honor them is to make sure you reach out—today—to the people you love, and tell them how important they are. As Margie says: “Keep your I-love-yous up to date.” You’ll never regret it.

Categories: Leadership, Learning, Life, Love, Management, Motivation, Relationships, Uncategorized, Values | Tags: , , , | 8 Comments

Leadership is Not About You

As a leader, you should never start thinking that leadership is all about you. When things go well, a great leader doesn’t look in the mirror and pound himself or herself on the chest and say, “Aren’t I fabulous?”  A great leader looks out the window and gives other people the credit. Get your ego out of the way and remember that leadership is about people who work with you, not for you.  People want a leader who cares about them and wants to help them achieve their goals so they can be magnificent.  So don’t get overimpressed by yourself as a leader. The fact of the matter is this: You are nothing without your people.

Categories: Leadership, Management, Values, Workplace Culture | 3 Comments

The Difference between Leadership, Management, and Supervision

A lot of people ask me, “What’s the difference between leadership, management, and supervision?”  Most people think it’s about where you are in the hierarchy—if you’re at the top, you’re a leader; if you’re in the middle, you’re a manager; and if you are closest to the people who are actually dealing with the customers, you’re in supervision.

I’d like to break the mold and forget about those labels. I believe all three are leadership roles. No matter whether you’re at the top, in the middle, or supervising people on the front lines, as a leader you first need to make sure that everybody is clear on goals. The first secret of The One Minute Manager is One Minute Goal Setting. All good performance starts with clear goals, which is the vision and direction part of leadership. The next thing you need to do is to help people accomplish those goals. That brings to mind the second and third secrets of The One Minute Manager. The second secret is One Minute Praising. After people are clear on what they are being asked to do, you need to wander around and see if you can catch them doing something right. Accent the positive and praise them. If someone does something wrong, but is a learner, don’t punish the person. Just say, “Maybe it wasn’t clear about what we were working on,” and redirect. However, if you are dealing with an experienced person who for some reason has a lousy attitude, give the person a One Minute Reprimand, which is the third secret of The One Minute Manager. That’s where you make clear what the person did wrong: “You didn’t get your report in on Friday, and I really needed it. Let me tell you how I feel – I’m really upset about it.”  Be sure, though, that you always end with a reaffirmation: “The reason I’m upset is that you’re one of my best people and I always count on you for that.”

Every level of leadership starts with clear vision and direction and then moves to implementation. Remember that managers, supervisors, and CEOs are all leaders. Don’t let yourself get hung up on labels.

Categories: Goals, Leadership, Management, One Minute Manager, Praise, Reprimand | 10 Comments

What Does ‘Lead with LUV’ Mean?

Categories: Commitment, Leadership, Love, Management, Workplace Culture | 2 Comments

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