Inspiration or Irritation?

There are THOUSANDS of leadership books out there all spouting off about how, if you want to be a good leader, you must be a role model of excellence, quality, integrity, etc.  When done well, embodying these traits can be a faith-building source of encouragement.

But is it possible to over-do it?

In other words, are your efforts to be an excellent role model inspiring...or irritating?

When someone - even a role model - is not relatable, it can actually put off members of your team instead of engaging them.  Being completely competent in your behaviors is only half of the requirement of being a leader.  Unless there is a relationship with your team, your "good example" efforts can be seen as distancing you from their "mere mortal" results.

The solution?  Be a role model of humility.  Be a role model of honesty.  Be "real".  Share (appropriately) your shortcomings, your pain and concerns - in a way that they can identify with withOUT undermining their confidence in your or the journey you are all jointly traveling.  This will help them see that you are experiencing the same "reality" that they are challenged with - and you are choosing to strategically persevere and have a positive attitude through it all.  Just like they can.

So they continue following you and everyone benefits. 

Just a natural consequence of NOT being irritating - and, instead, being an inspirational leader.

Think about it.  But more importantly, do something about it...today!

"On-stage" or "Off-stage"?

I just got back from speaking at an event with a few hundred people in attendance. All the details were covered. The stage was arranged well. The materials and lighting were set "just right". Seating, programs, music, coordination and timing, the service team's attire...everything in the ballroom looked/sounded great. The event team was excited to create an experience that was memorable.

Well, it was. For the wrong reasons.

Just after lunch, everyone was re-seated and listening to the speaker before me, when the side of the room we all heard...snoring. From the AV technician!

The whole room began to shift around uncomfortably and murmuring/snickering traveled around the ballroom for a loooong 20 seconds until someone walked over to the technician and finally shook him awake.

Guess what ended up being the most memorable moment from THAT conference?

More importantly, what do you think people are saying about the event company? The same event company, by the way, that went to all the effort and care to make sure "everything was perfect" - failed to focus on the team's behavior as a part of what really mattered.

Anything people can sense in any way during your event will either add to or take away from the value they perceive. ANYthing. As we used to say at Disney, if they can see, hear, taste, feel, or smell it, then it is "on-stage" and we should manage it to ensure a great experience. Consider, not just the "things" in the room, but the people as well, and ask "are we sending the message we want to send?" and "How will this impact our customer's experience?"

After all, you want to be remembered for the best reasons, right?

Think about it. But more importantly, do something about it...today!

First, Last, and LastING Impressions?

Recently thinking about some "common knowledge" aspects of human relationships - both personal and professional.

We've been reminded (ad nauseum!) about how important first impressions are. Ditto for last impressions. No argument there. First impressions establish a context and expectation while last impressions provide the last thing you see/hear about the experience when leaving.

What I don't hear much about is a little different take on developing an impression...how about the importance of making a lastING impression?

The lasting impression of any interaction usually occurs somewhere in the middle - between the first and the last impression. When talking with people - friends or customers - I find it very interesting that they will have a particularly good (or bad) experience in the middle of the interaction that really sticks with them. It seems like we'd invest a little more time crafting ideas for creating lastING impressions as some people do for first or last impressions.

That focused kind of effort is what sets apart the extraordinary from the ordinary.

Here's my personal priority:

1. Lasting impression: How can I really connect with them and add value in an unexpected way?
2. First impression: How can I make them immediately feel "at home" and ready for a special experience?
3. Last impression: How can I ensure they enjoy closure while still wanting to experience the interaction again (and be an advocate sending their family/friends to me as well!)

If more corporate training programs included this in their Orientation and Training programs, (and reinforced it all on the front line operations), their businesses would exceed expectations and really make a difference in the lives of their customers - both external and internal (employees). I mean, if we're making the effort anyway, who wouldn't want to make a lasting impression as well?

In these difficult times, connecting with people and making our impressions long-lasting just makes good (long-lasting) sense.

Think about it...but more importantly, act on it - today!