Team Archives • Living to Lead

Eight Ways to Motivate Your Team

March 20, 2019 By Dave Ferguson Leave a Comment

Featured article by Dave Ferguson in CEOWORLD magazine. Reprinted by permission.

Consider these two types of calls to customer service.

Call Number One

A very unenthusiastic voice answers with a sigh. You explain your situation and ask for help in resolving an issue. As you ask questions, you sense that they are going through a checklist and responding with “canned” answers.

Ultimately, you are met with a response such as, “We can’t help you with that. You will need to call [another company or another department or another time].”

Or they may say, “This works for us. It should be working for you as well.”

Only you know it is not working. They offer no further alternatives, and then utter these infamous words: “Is there anything else I can help you with today?”

Now, in your mind, you know they did not help you with your first request; and you know they do not really want to help you with anything else. So, you hang up the phone, exasperated.

You are now an unhappy customer.

Call Number Two

“Hello, this is ABC Company, Joe speaking, how may I help you today?”

Joe’s professionalism and enthusiasm are immediately apparent. His energy sets a positive tone for the conversation.

You explain your situation. Joe listens intently. He confirms his understanding of your request and begins to find a resolution. If it is within his ability, Joe will take care of it immediately. He may offer a workaround if it is a custom situation.

If it needs to be escalated, he will let you know, and then promise to follow up the next day with the escalation team and keep you posted on progress. He does exactly as he promised.

Joe does not give up until you are happy with a resolution to your issue. He has essentially partnered with you to resolve the issue.

Not only are you a happy customer; you now have a great deal of trust in the company, based on your encounter with Joe.

This is the power of the front line.

Companies spend a great deal of money on marketing and advertising. But how much has your company invested in its front line?

Why does this matter?

It is because your most valuable customer is the one who returns and recommends you to others. Why would you invest so much to get them and so little to keep them?

In a previous article, we talked about how important it is for leaders to motivate themselves.

In this article, we will talk about how you, as a leader, can motivate your team.

Make sure they are placed well.

It could very well be that the representative on call number one had the potential to be a good employee if they were placed in the right position.

For example, you may have an introverted employee who works well in a quiet setting, with minimal supervision. They may be a programmer, for example, or a very detail-oriented accountant. If you place that person in a customer service position, it will be challenging for them to stay motivated long-term. People drain their energy.

On the other hand, if you have an employee who is a helpful “people” person and you place them in this position, it will give them energy.

If you place your people well, you add energy to each individual and to the team. And they will convey that energy to the customer.

Own the responsibility.

While it is true that motivation must come from within, you as the leader must own the outside forces that feed that inner motivation for each of your employees. Place them in the right position. Provide an environment that fits them well. Consider ways to show that you care for them as individuals and not just as part of a corporate machine. Ensure they are well-equipped and trained for the job.

If your team is not motivated in their work, ask yourself if you are doing your part to spark their inner motivation.

Thank your team specifically.

When a team member does something well, be sure to thank them specifically for what they have done. Nothing is more motivating than to sincerely be appreciated for something specific.

Invite their input.

Company suggestion boxes have become the source of sarcasm and jokes. “Put it in the company suggestion box. No one looks there anyway.”

Sadly, there is truth in that.

Leaders often say, “Give us suggestions, send us your ideas, let us know your thoughts.”

But few of those are heeded. And it is not because they are not good ideas, suggestions, and thoughts.

A wise leader will ask for input and take action when it makes sense for the organization to do so. And then report back to the employee that you have done so.

Do you want to motivate your team? Listen to their input and take action.

View them as experts.

Leaders can get into the mindset of thinking only they and their peers know what the company needs to thrive. But a wise leader will take the time to get feedback from the front-line experts, and especially those who deal directly with the customers and systems of the business. While company leaders may be experts in areas like vision and strategy, these team members have expertise as well…in operations, accounting, systems, and customer-facing skills.

If you are only meeting with your peers, you are missing a wealth of expertise. Expanding your circle of expertise not only adds value to the organization, it generates enthusiasm across your team to know they are recognized in this manner.

When individuals are given the chance to contribute their expertise, they are self-motivated to do their best work.

Attitude modeling

There are times when lack of motivation feeds from the top down. For example, if there is a high level of customer dissatisfaction, there will likely be a front-line issue. If you look beyond the front line, you may find that a leader with an attitude issue is having a trickle-down effect.

Leaders are people, just like anyone else. Everyone has good and bad days. But as a leader, your people look to you to set the example. Keeping a positive attitude in the face of adversity not only motivates you; it motivates your entire team.

Take time for them.

Your team will give you their best effort if they feel a connection with you, the organization, and the vision. This means communication is key. Share the bigger picture vision and goals with employees at all levels of your organization. Working together to accomplish a goal is highly motivational.

Empower them to make decisions.

In previous decades of business, the hierarchal model was the accepted norm. Today’s business is much more collaborative. As such, it makes sense for you to give your employees boundaries of authority that are appropriate for their area. If they can help solve a customer’s issue, and they know they have some leeway to do it, they are more apt to be motivated and enthusiastic.

Is your team motivated to serve well? Are you?

PE 101

The registration for our next class is now open. I’m excited to once again be sharing the stage with Titus Bartolotta and others.

The program is four half-day group workshop-style sessions that, combined, make up a really amazing experience.

Where:
9820 NorthCross Center Ct.
Huntersville, NC 28078

When:
April – 12th & 26th
May – 10th & 31st

Time:
8am – 1pm

If you are interested, reach out to me directly (email Dave@LivingtoLead.com), and let’s get you registered. I’m giving away a FREE coaching session to a few early birds.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. Are you interested in talking to Dave about coaching or having Dave speak to inspire and motivate your team? “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

Three Ways to Create a Legacy Management Plan

February 20, 2019 By Dave Ferguson Leave a Comment

Featured article by Dave Ferguson in CEOWORLD magazine. Reprinted by permission.

Several years ago, a rebranding trend made its way into the financial world. “Retirement Planning” became part of “Wealth Management.”

There are numerous reasons this change was made, one of which was the perceived value it created in marketing. Another interesting reason was because companies began to realize that “retirement” was not always the goal; and that using the term no longer resonated with their more active and engaged clients.

What most people desire, at any given point in their career, is purpose and fulfillment. Managed wealth allows them to be able to do what they most desire to do.

The sad part is that most put off the idea of purpose and fulfillment for when they can “retire.” They treat it as a delayed gratification that is only available after decades of doing work that they do not enjoy or find fulfilling.

What if you could have both a rewarding career and purposeful fulfillment in your work?

The good news is…you can. In fact, there are more resources available now than ever to make this possible.

Let’s say, for example, that you want to retire so you can travel. In previous decades, travel was normally limited to short weekend getaways or two weeks a year. Now, however, there are millions of people leading businesses and traveling on a more frequent or extended basis. Technology and the nature of business has made this possible.

For some, making a difference in the lives of others is a compelling passion, yet they have little time to do volunteer work. As a leader, you have a major opportunity to make a difference, not only after your career when you have more free time, but throughout your entire career.

How?

You can make a difference every single day by serving your team. You provide income to families who need it, and help people grow personally and professionally. In fact, leadership done right is one of the most fulfilling professions of all. It creates legacy.

Consider a certain CFO who managed to create a highly profitable company that served a city for decades. This company provided employment, and also created enough wealth to give back to the community. The CFO traveled the world, negotiating deals with leaders of major corporations; but she also was known to frequent the manufacturing floor. Board members knew and respected her immensely; and employees loved and appreciated her for caring sincerely about their well-being.

As she approached her sixties, she began to consider retirement. But given that she had been with the company for decades, replacing her proved to be a challenge. So, she stayed. One year…three years…ten years more. Finally, she was able to retire.

Not long after, she passed away from cancer.

Now some may consider it a tragedy that she had spent so much of her life working, only to have it end so abruptly in the prime years of retirement.

And it would have been tragic, except that she had fully lived every year she worked. She didn’t wait until retirement to spend time with her family, become an artist, write a book, help others, enjoy nature, or travel the world. She did those things while she worked; and in fact, they were integrated into her life on daily basis.

As an executive coach, I meet leaders every day who are sacrificing other areas of life in order to have a successful career. The impact takes its toll on their health, relationships, and their own personal development. These leaders will someday come to the end of a successful career only to learn that they cannot pack a lifetime of purpose into a few short years of retirement.

While there will always be limitations of time, and no one can do everything at once; there are ways to create an intentional life, where you live your values and find great purpose in your life and work every single day.

Here are ways you can create purpose and find fulfillment across your entire life, not just when you retire.

Know your values.

This is foundational. If you do not know your values, you will spend a lifetime in search of an undefined vision. Take the time to define your values. It has the potential to change the trajectory of your life.

Have you taken the time to identify and write down your three to five values?

Intentionally plan each day and week with those values in mind.

My top three values are addressed daily, and I have ways of keeping myself accountable to them. This has created a great sense of fulfillment, which has also carried over into other areas of life. Failing to plan intentionally means you will fall prey to the intentions of others. You will be living their purpose and not your own. Do this long enough, and you will be at the end of your life wondering why you never quite got around to living your purpose.

Do you have a system of intentional planning?

Click here for a complimentary copy of the Playbook for Setting and Achieving Goals.

Live your values now.

As a coach, I can tell quite quickly if someone is going to reach a goal. If I hear the word, “someday,” it is a pretty good indicator that they will never reach the goal.

But if they say, “I am going to write a book. I will write for one hour each day from (date) to (date),” I know that I am talking with someone who is living with purpose and intention. They know their values, have set goals, and are creating a habit to support those goals. In addition, they have made a commitment for accountability. These are all great indicators of success.

Are you taking action NOW to live your values and create legacy?

In addition to your “Wealth Management Plan,” do you also have a “Legacy Management Plan?” Like any investment plan, you get the best results if you start early, make regular deposits, and manage it carefully.

What Will You Add This Year?

January 23, 2019 By Dave Ferguson Leave a Comment

In the previous article, I posed a question: “What will you subtract this year?”

Apparently, it hit a nerve, as it was one of the most-read articles to date. It was all about ways to better use time – to free up time for the things that matter most to you, personally and professionally.

If you have not read that article, take a moment and do so now…before the next distraction or demand hits.

In this article, I want to address the phase that comes after subtraction: What do you need to add?

Have you ever had a marathon office cleaning session, where you managed to clear your desk? It felt great, right? You could sit down to work with a clear mind. That usually lasts about…one day, or for some, one hour.

Why is this?

The return of overwhelm comes because there is no process for preventing it.

Step 1 was Subtraction – Declutter those things that adversely impact your time.

Step 2 is Addition – Determine focus and create a process that keeps you from returning to overwhelm.

Here is a personal example.

Several years ago, I was a successful executive. I also owned and operated several side ventures and a good amount of real estate. On the wheel of life, “Work” was taking over, which is common among executives. But with so much focus on work, as you would surmise, other areas began to suffer.

After a wakeup call with regard to my health, I realized I needed to declutter some parts of my life to create greater margin, which I did.

But that wasn’t enough.

Fill the void.

Here is a fact of life: Voids will be filled.

That empty spot on your desk; the open calendar space; that time you decided to use for exercise…these will all be filled.

The question is: Who or what will fill the void?

Jim Rohn said it well: “If you don’t design your own life plan, chances are you’ll fall into someone else’s plan.”

This is why Step 2 is just as important as Step 1.

Step 1 creates margin.

Step 2 determines who or what fills it.

I had managed to create margin, which is both an accomplishment…and a considerable adjustment.

I quickly realized I had to take another step – the step of intentionally filling it.

I determined my three main priorities and created boundaries on time spent working, and scheduled in time for exercise, reading, and being out in nature to fill those spots previously used for work. My calendar was full, but full of very purposeful commitments to each area of life.

“Wait a minute!” you may be thinking. “First you advocate subtracting to create margin, and now you’re refilling the margin?”

Exactly.

Only this time, I did it with great intention. And that has made all the difference.

It has provided a measure of balance in other areas of life, and contrary to what you might think, business and career have improved with the broader focus to all areas and less time in just work. In fact, I am now a healthier and more energetic leader than I was before.

No matter your position in leadership, I urge you to take these two steps. As a leader, you must be strong for your team, and energetically, you set the pace. Addressing all areas and not just one will help you be a more effective leader.

For Step 2, review your wheel of life.

Honestly assess each area as I do with my coaching clients to determine where adjustments need to be made.

Spiritual Health
Personal Development
Physical Health
Business and Career
Relationships
Financials

Where do you need to add?

Where do you need to subtract?

Create margin, then fill it intentionally. Be the best leader you can be.

Five Ways Leaders Can Show Appreciation

November 21, 2018 By Dave Ferguson Leave a Comment

Those of us who grew up in the sixties and seventies may remember Rosie the Robot on the Jetson’s cartoon series. Or Star Trek, with its magical ability to transport people through space and time, and make food appear out of thin air. Back then, the idea of instant access, talking face-to-face via a TV-like screen, and having a robot do your work seemed like an out-of-this-world impossibility.

Today, most of these are daily occurrences.

We talk with people all over the world at the drop of a hat. Our refrigerator orders food that appears “out of thin air,” delivered by drones. And our appliances do our work, much like Rosie, but without the attitude.

We have come a long way in a few decades.

Or have we?

This automation comes as a two-sided sword. While it may bring convenience and time savings, it also pulls us more and more into a virtual world, where, if we’re not careful, we can lose touch with the reality of people and relationships.

This phenomena is evident in the business world as well.

According to Ranstad research, technology is having an impact in the workplace, with “over half feeling technology makes them feel less connected” and “more than 90% believing that a face-to-face meeting is the best way to interact with someone.”

To leaders, this can present a challenge, unless you realize that, at the core, the needs of people really have not changed. The mechanisms have changed, but the underlying needs are the same. Perhaps the generational gap is not quite as wide as we might think. This is why, when asked how to lead millennials, I say, “You lead them like you lead everyone else.”

The 11 Essential Needs of Employees apply just as much today as they have for centuries.

Despite increased autonomy, humans still have need for feeling valued. Feeling valued comes from having self-respect and being recognized for your contribution to society.

This is why people hang plaques and certificates on the wall, and why they will carry a tattered handwritten thank you note for years…or even decades. Sincere appreciation and recognition are not only “nice to have’s”…they are essential needs.

Leaders, let that register in your mind for a moment.

Your people NEED you to appreciate them and recognize their efforts.

When was the last time you registered more than a cursory “thank you” for a job well done? Do you want to create a team that is loyal to your cause and works well together? You can do this by simply meeting those 11 essential needs of employees, one of which is sincere appreciation for a job well done.

Here are some ways you can provide recognition:

Write a handwritten thank you note.

Be specific in recognizing the individual’s value to your team. What did they do, and what impact did it have? What is different about them that makes them a special part of the team, and what unique gifts and perspectives do they bring to the workplace?

Tell them thank you, and be specific.

This not only underscores what you appreciate, it also reinforces great behavior.

Tell someone else.

Sometimes, the best compliments are indirect ones. “Mr. Smith talked about you in our Executive Team meeting this morning. He said your work on the ABC project was extraordinarily organized, creating efficiencies that saved considerably on the overall project cost.”

This approach has dual effect – it makes the employee feel valued; and it raises the estimation of their value to other leaders as well.

Find a way to reward deeds well done in the workplace.

Employee of the month programs, special amenities, team lunches to honor those who have done well on a project…these things go a long way toward meeting an employee’s need for feeling valued. With these, be sure to look for and reward each person on an individual basis so as not to cause division. These are especially effective for group efforts, as it sends the message that working together well creates rewards for the entire team.

Give each person an opportunity to shine.

As we’ve talked about before, “set your people up for success.” And then, recognize them for their efforts. Your accomplishments as a leader are gratifying; but seeing your team members accomplish great things under your leadership is legacy. And it doesn’t get any better than that.

It is really not so hard after all, is it? Help your people succeed, and then thank them for it.

Take a look around at your team today. Who NEEDS a thank you? Who NEEDS a little recognition for a job well done?

Looking for a leadership development program you can use with your team? Check out the Boss or Leader: Lead and Learn Kit. It is affordable, effective, and provides high impact. Be a leader who makes a difference! Click here for details.

Eight Ways Leaders Can Set Their Teams Up For Success

November 7, 2018 By Dave Ferguson Leave a Comment

She was an awkwardly shy teenager. An introvert by nature, she retreated even deeper into silence when her parents went through a particularly nasty divorce. It was her only safe place. Those who knew her began to worry about her.

But one truly influential leader took action.

He asked her to be on a team and put her in a position that showcased her strengths. In doing so, he set her up to win.

As she worked to develop those strengths even further, the team began to recognize her value. As they worked together to win championships, the experience of being valued by others on the team and the achievements helped her to heal.

She went on to have a successful corporate career and now owns a thriving business.

What made the difference?

A leader who set her up…to win.

As a leader, are you setting your people up to win, or are you just setting them up?

We all know leaders who, perhaps inadvertently, set their people up for failure. They…

Don’t take the time to see the potential of each person and position them accordingly
Put them in positions that don’t match their strengths
Promote them into leadership positions without leadership training
Fail to equip them for the work required
Don’t communicate clear vision and expectations
Set goals that are too aggressive
Focus on how the team can serve them and not on how they can serve the team
Don’t do and say things to help the team see the value of each individual

Full Circle Leadership

When it comes down to it, beyond career advancement and high levels of income, what most leaders really and truly want is to make a difference.

One of the most significant ways to make a difference is to actively seek ways to set your people up for success.

To do this, you simply reverse the failure formula above.

1. Take time to see the potential of each person, and position them accordingly. See them as they can be, not as they currently are. Often, leaders look outside the organization, when the potential best employee is already in the organization. We have become accustomed to treating employees as expendables rather than focusing on long-term career development. There is a need to reconsider this approach.

2. Put them in positions that match their strengths, but challenge them to expand the boundaries of their comfort zones. This powerful “strengths plus growth” strategy builds not only businesses, but, more importantly, individuals.

3. Promote them into leadership positions, but provide training, coaching, and personal mentorship so they can climb the leadership ladder to its highest and most meaningful point: legacy.

4. Equip them for the work required by providing the team, tools, and training they need. If they have ideas for improvements, give them the power and the tools to make those improvements.

5. Communicate clear vision and expectations. The best teams are those who know the game plan and their role in getting there. Assessments show a distinct correlation between lack of clarity, and low productivity and job dissatisfaction. In short, if you aren’t clear on goals and roles, your productivity, profit, and attrition rate will be impacted.

6. Set goals that are challenging but attainable. Don’t set impossible goals for your team and then disappear, leaving them to make it happen. Bosses everywhere do this, leaving a wake of frustrated employees destined for failure. It is better to reach a challenging goal than to miss an impossible one.

7. Focus on how you can serve the team, not on how they can serve you. Set the example of servant leadership as the way you do business.

8. Do and say things to help the team see the value of each individual. Help each team member find their place of achievement and value on the team. If you are looking to minimize conflict, this is one of the best ways to do it.

When your people succeed, you as the leader succeed.

But when you build your people, you succeed beyond the norms of career and financial rewards. You succeed to a level of significance. This is legacy-level leadership.

Here’s the bottom line.

Building your people builds your legacy.

Tearing down your people tears down your legacy.

Failing to build your people is failing to build your legacy.

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