Employees perform most of the activities that, if measured, are usually leading indicators of future outcomes. You can’t know how well your business is doing without understanding how well the people in your business are doing. When you spend more time focused on leading indicators you’ll spend less time (after the fact) pouring over income statements and analyzing trailing indicators.
“It’s consistency, not smiles that keep customers coming back.”
Well-documented processes, that are followed by all, ensure consistency for your customers and scalability of your business. However, it’s one thing to document a process but another thing entirely to have it followed by all. Embracing something new, such as a process, doesn’t come easily to people. If you’ve invested time, money and resources to implement a new reporting process to manage workflow and information, you probably know what I mean. Usually, just over half of the employees are using it a year later. Why?
In his book, What Got You Here Won’t Get You There, Marshall Goldsmith points out that the fundamental beliefs that drive our success can also make us resistant to change. We overestimate our contributions and sometimes take credit for things that others have accomplished while often ignoring our own shortcomings. These delusions are the result of success, not failure.
Great managers are hard to find. Great managers have a true gift and a passion for getting the most out of people. Great managers possess a unique ability that is not in everyone. Having worked with hundreds of managers over the years, I now see clearly the ones who truly want to be great managers and the ones who are doing it for other reasons, e.g., ego, advancement, having nowhere else to go.
A leader may hold the title, but it's the person who leads who excels at coaching and getting the most from his or her employees. If you're on a leadership team, which person are you?
Although many leaders understand that coaching their employees is a large part of their job, few profess to excel at leading, managing, and creating accountability (LMA™). And I've never had a business owner tell me that the reason they started their business was because they loved to manage people. It's no surprise then that "people issues" are one of the common frustrations of leaders, owners, and managers.