attitude Archives • Living to Lead

The Tripod of Success

June 18, 2019 By Dave Ferguson Leave a Comment

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

Several years ago, a movie called “The Pursuit of Happyness” debuted. It was based on the real-life story of Chris Gardner, a highly successful businessman who was once homeless.

It compellingly shows how one man and his young son went from sleeping on the floor in a public restroom to living a life of greater comfort, security, and success.

How does someone go from such dire straits to high levels of success?

It boils down to the tripod of success.

Attitude
Motivation
Willingness to learn and do the work

Chris had the tripod.

Was life hard? Harder than most can imagine.

Were the odds against him? Indeed, they were.

Was his dream nearly impossible, given his situation? Most people would say, “Yes.”

But Chris was incessantly driven to get back up every time life knocked him down.

Driven from within by a “never-give-up” attitude; and motivated from without by the desire to give his son a better life, Chris walked up to a highly successful businessman and point-blank asked him how he got there.

The man was taken aback. No one had the nerve to ask him that question before. But it got his attention, and in a good way.

One thing led to another, and Chris worked his way into becoming a highly successful businessman, too. There were nights he and his son slept in homeless shelters or on a public restroom floor, but he showed up for work each day, nonetheless.

His is one powerful story of how attitude, motivation, and a willingness to learn and work can change a life trajectory; and, what’s more, a family’s legacy.

People often say they want a better life for themselves and their families.

They are tired of just getting by in their career or business. Unlike Chris, they may live in nice houses and drive expensive cars; but underneath it all, they know they are just a few paychecks from homeless. Or maybe they are doing well, but dependent on one company or one client for the support of their family.

Think about that.

Does the thought concern you?

It should.

It is wise to diversify – not just your stock portfolio, but your income streams. This doesn’t mean you have to work 80 hours a week, either.

What would it mean to you to have the security of an additional income stream?

What would several income streams provide in terms of freedom and opportunity?

Conversations reveal that most people are concerned about the limits on their income from a job that may or may not exist for them tomorrow – and the limits on their freedom if it does.

There’s a better way.

Those same conversations also reveal key indicators for whether or not they will succeed. This is where the attitude surfaces, and attitude is a key indicator.

“Teach me how, and I will do this!”

“I will do whatever it takes because this is important to me and my family.”

“I need more income, but…”

“I want more freedom, but…”

These are clear indicators.

Surprisingly, many argue against the advice they have requested, saying it won’t work for them or they are too busy (or any number of other excuses). It would be like Chris Gardner asking the stockbroker how he got to where he was and then…walking away.

In two words, that is MISSED OPPORTUNITY.

There is a tripod of success, and it is this.

Armed with these three powerful tools, Chris Gardner created a brand-new life.

And, by the way, so can you!

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 Effectively Deal with PEOPLE Issues

August 23, 2017 By Dave Ferguson Leave a Comment

I had an interesting conversation with a business leader once. He essentially discounted the need for coaching because (he said) he was in the business of manufacturing a certain product and not in the PEOPLE business.

With all due respect, he was missing the entire point of his business.

We are all in the same business – the PEOPLE business.

Ultimately, it is not about your product and process. It is about the PEOPLE you work with, and the PEOPLE you serve.

We have all had days when our course was changed – for better or for worse – by an encounter with just one person. Stop at the coffee shop on your way to the office and receive stellar service with a smile, and your day is off to a great start. (Granted, some of that can be attributed to a good cup of coffee as well.)

But stop at that shop and get in line behind a cranky customer being served by an unpleasant clerk who hates their job, and your day will suddenly take a turn to the dark side. The caliber of your day is very much determined by PEOPLE.

As a leader, think about how your PEOPLE set the tone for your business.

And consider for a moment that you are also one of those PEOPLE.

• What happens when clients visit your office or call on the phone?
• Are your customer service representatives trained, encouraged, motivated, and empowered to provide the best experience possible with every customer encounter?
• How well do your teams work together? Is there collaboration…or rivalry?
• Are your product development teams focused on the desires of the PEOPLE you serve?
• How would your team rate your leadership? Do you “have their back” as much as you expect them to have yours?

It is clear.

We are in the PEOPLE business.

If there is a problem, it is very often a PEOPLE problem.

Now here’s the good news: The solution is also PEOPLE.

Here is a quick way to determine if you and the PEOPLE in your organization are part of the problem or part of the solution.

Take a look at the PEOPLE in your organization, including yourself. Which attitudes do you see? Any pilot will tell you that attitude determines altitude. With the right attitude at every level in your organization, your company can soar.

Attitudes don’t just happen. They are practiced.

How do you overcome the problems in your organization?

1. Determine the issues beneath the problems.

Very often, PEOPLE issues are tied to unmet needs. In a previous article, we talked about the “11 Essential Needs of Employees.” I urge you to read it if haven’t already. It is a powerful lesson. By meeting these needs, you can create a team of solution-focused PEOPLE in your organization.

2. Work with your team to actively practice the solutions – to be Positive, Encouraging, Onboard, Pleasant, a Leader, and Engaged.

Show me a leader who practices these attitudes and instills them in his or her team, and I will show you an outstanding organization. There is an added benefit. Leaders and teams who express the solutions mindset generate a loyal customer base who reflect those attitudes as well. It becomes a win-win situation.

3. Focus on the PEOPLE.

In business, focus is key. Process and products are catalysts. But the real focus – the one that truly determines your success – is PEOPLE. Are you focusing on the PEOPLE you serve and the team who serves with you?

9 Ways to Deliver Customer Service Fireworks

July 5, 2017 By Dave Ferguson Leave a Comment

Think back over the last few days. Do you recall receiving great customer service from anyone?

Did you receive a prompt, friendly greeting by someone who showed they cared about your needs? Did someone deliver what they said they would deliver? Was there a cashier who thanked you for your business? Did a contractor show up on time and finish on schedule?

Leaders often fail to realize the impact of customer service on their business. Done well, it creates an outstanding company. Done poorly, it can be detrimental.

The often-heard statement, “We provide customer service excellence,” sounds great, doesn’t it?

We hear it all the time from companies and people. It’s in their promotional materials, their mission statements, and on their websites. They say it, and often advertise it right behind their so-called “service” counters.

But as the saying goes, “Actions speak louder than words.”

Outside a few rare exceptions, the best customer service we get these days is a flickering sizzler. It is time for some fireworks!

Here are 9 tips on how you as a leader can put the fireworks back into your company’s customer service.

These tips apply to anyone at any level who deals with the customers and clients of your business – either directly or indirectly. In fact, they apply to everyone.

The right customer service attitude is critical.

As the leader, you have to set a great example when it comes to attitude. Choose to be positive all the time, and decide that you and your team will deliver customer service passionately. Ensure that everyone at your company is doing the same…not just when they feel like it, but with every single customer interaction.

Don’t try to seduce prospects by over-promising goods or services to them.

When you do this, you open yourself up for failure. You should set realistic expectations, and give yourself some freedom to adjust where necessary. Deliver what you say you will…or more. But never less.

We’ve all heard the old cliché, “Under-promise and over-deliver.”

We tend to want to promise prospective customers more, so they feel the value. We also enjoy over-promising to make ourselves feel more valued. When you under-promise, you have the opportunity to continuously impress your client.

When you over-promise, you can potentially stress yourself out and look desperate. Even worse, you could appear to be a liar.

The great Henry Ford once said, “You can’t build a reputation on what you’re going to do.”

If you agree he was right, let’s agree we should build our reputations and relationships by what we actually do and how we deliver.

Keep your word, but don’t make it your motivation to deliver.

Deliver because you should! If you are one of those people who is always in “promise mode,” slow down, and consider some other options.

Don’t let “busyness” drive your work style.

Put nothing in front of providing the best service possible. Many people try to show people how important they are by how busy they are. Manage your workload, and use effective time management practices, but don’t be an expert in “busyness.”

Deliver to your customers because you have the passion to do so.

Don’t do it just because you said you would. It’s very easy to spot someone who is just going through the motions. Today, people want to work with people they feel are truly engaged in the service or product. If you don’t enjoy what you’re doing, find something to do that you can enjoy.

Be creative and grow with the client.

Go in with the attitude that what the customer or client asked for is just the beginning of the relationship. This creates an opportunity for both of you to evolve. At the least, you will have a loyal client; but likely you will get additional business by their referrals.

Keep your customers informed.

If you are running behind schedule because you see something you can do for them of added value and you need more time, let them know. They will both understand and appreciate your efforts.

Deliver something extra.

Without asking if they need it, deliver an extra WOW! What happens beyond the agreed-upon deliverable is what makes the real customer service difference.

Create your own style and deliver your product and/or services uniquely.

Wrap your services in nice packaging and top if off with a bow! The extra touches distinguish your company from the myriad of others out there who do what you do.

Today, there are many leaders trying to grow their business through desperate measures. They will put down the competitors, over-promise, cut their prices to the slimmest margins, and quite frankly, lead prospective customers on. It’s a race to the bottom of the barrel.

If you stay clear of these mistakes and move forward with the techniques described above, your business will stand out from the crowd, not only today but for the long run.

After all, customer service is about building customer relationships, and a good relationship builds a loyalty that keeps the customer coming back.

As a leader, you must set the standard and keep your finger on the pulse of customer service. It is the lifeline of your business.

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

Attitude vs. Aptitude: Which is Most Important in Leadership?

April 19, 2017 By Dave Ferguson Leave a Comment

Your attitude, not your aptitude, will determine your altitude.” ~ Zig Ziglar

What is Aptitude?

Aptitude is our potential to learn skills, the abilities we develop and perfect over time. Good leadership skills include communication, delegation, trustworthiness, responsibility, etc. But while it is important, aptitude alone will not make you a good leader. It is your attitude that determines what and how much you can do, and how far you will go.

Attitude is Contagious

A bad attitude, especially from a leader, produces more bad attitudes. If everyone around you has an attitude problem, perhaps you, yourself, are a large part of the problem. Ever consider that? Think about what you might be spreading around your social and professional circles.

Your attitude impacts every aspect of your life. Almost all the “attitude issues” I have dealt with over the years, including my own, are the result of allowing someone or something else to control behavior. That is a big problem. No one else is responsible for your attitude. You are!

Be a Responsible Leader

You might be thinking, “Ha! That’s right, they are responsible for their attitudes. Not me.”

While in part that is true, we are also often a product of our environment. As a leader, it is your responsibility to set the tone for your team—to create a positive environment that generates less stress and produces more positive attitudes. That way you can get the desired results with much less effort.

How to Cultivate a Positive Attitude

Aptitude is something you can learn, but attitude is a lot harder to change and cultivate.

Fortunately, there are habits you can begin to implement every day, including:

Refueling by taking care of your body and getting enough sleep
Getting some exercise to relieve stress
Keeping a gratitude journal and intentionally focusing on the good parts of the day
Reframing and embracing challenges as experienced for growth
Adopting a more positive vocabulary
Getting good at failure and rejection, and not letting it harden you against trying
Making someone else smile
Not letting your attitude get dragged down by others
Ignoring whiners and complainers
Listening to or reading something inspirational every morning

I recently read this statement, and it has stuck with me:

“We get what we create and what we allow.”

You are in full control. What are you creating and allowing in your business and in your life? If you feel your team’s overall attitude needs an adjustment, first look in the mirror. Think about your attitude and how it elicits different responses from your team. Lead by example. Accept responsibility for your people and the environment you create based on your attitude.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. For help in creating a positive team environment that gets results, “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

Establish These Three Successful Habits

March 29, 2017 By Dave Ferguson Leave a Comment

When businesses struggle, business leaders are quick to blame the economy or some outside circumstance. In 2001, there was a multi-billion dollar company whose leadership blamed the events of September 11 and the ensuing economy for their demise. The reality was that other companies in the same industry were actually thriving in the aftermath.

Political and economic climates, by their very nature, will always be volatile. At times, this favors business; at other times, it presents challenges. But no matter what is on the news, the good news is that your business does not have to be entirely dependent on the market. You don’t have to wait for the economy to boost your business – there are steps you can take to create your own momentum.

What can and should you do to lead your business in any economy?

Adopting and executing these three habits on a daily basis would be a good start:

1. Have a POSITIVE ATTITUDE.

This is a critical first step toward changing where you are in business and life. If you have a bad attitude, you can change it in one second…if you want to. You have the power to change your “state” that quickly. All you have to do is get in a positive state of mind as soon as you get up in the morning. Choose to be positive, and see how quickly things change for you. Run out the door with passion, positive beliefs, and persistence.

Can you do that? Sure you can, but it has to become a habit. And you can’t let others get in the way.

A positive attitude is especially important for a leader. You set the tone for your entire team. If you want passion, persistence, and a can-do attitude from your team, they must see it in you first. If you do not see that in your team, keep in mind that they are reflecting what you are projecting. And you have the power to change it.

2. Complete HIGH-VALUE ACTIVITIES.

As a leader, where are you spending your time? Is it on high-value activities that generate revenue for the company and for you? Or are you, like many, focusing on things that make you feel like you accomplished a lot during the day, but generate no revenue or real benefit to the company?

Many spend in excess of 50% of their time doing these low-value activities.

Simply put, it is “clutter.”

The leaders who have benefited from coaching with me know that we start working on that clutter the first day we do business together. Over time, we chip away at it until they are doing nothing but high-value activities.

The focus on these high-value activities adds tangible value to the company’s bottom line and lessens the demands on the leader as a natural and welcome side effect.

3. Develop OBJECTIVE ACCOUNTABILITY.

Who do you have in your business or personal life that objectively holds you accountable?

Let me answer that for you: likely no one.

If someone has “skin in your game,” there is no way they can objectively give you the follow-up and feedback you need.

When I assist clients in creating goals, building strategies, and developing action plans, we always have a large accountability piece. If it’s a one-on-one coaching situation, I hold them accountable. In some of my workshops, I actually assign accountability partners.

Accountability is key. And objective accountability actually opens doors.

Whether in a good economy or challenging times, engaging these three habits can help you lead your organization to success.

Dave Ferguson is “The Leaders’ Coach”, an internationally recognized executive leadership coach, speaker, facilitator, and author. For help in creating success habits in your life and leadership, or across your team, “ASK COACH DAVE” at 704-907-0171 or at Dave@AskCoachDave.com.

It boils down to the tripod of success.

Chris had the tripod.

People often say they want a better life for themselves and their families.

Think about that.

Does the thought concern you?

It should.

There’s a better way.

In two words, that is MISSED OPPORTUNITY.

There is a tripod of success, and it is this.

As a leader, think about how your PEOPLE set the tone for your business.

Here is a quick way to determine if you and the PEOPLE in your organization are part of the problem or part of the solution.

How do you overcome the problems in your organization?

1. Determine the issues beneath the problems.

2. Work with your team to actively practice the solutions – to be Positive, Encouraging, Onboard, Pleasant, a Leader, and Engaged.

3. Focus on the PEOPLE.

Here are 9 tips on how you as a leader can put the fireworks back into your company’s customer service.

The right customer service attitude is critical.

Don’t try to seduce prospects by over-promising goods or services to them.

Keep your word, but don’t make it your motivation to deliver.

Don’t let “busyness” drive your work style.

Deliver to your customers because you have the passion to do so.

Be creative and grow with the client.

Keep your customers informed.

Deliver something extra.

Create your own style and deliver your product and/or services uniquely.