Three Common Values
Leaders have to make tough decisions. We have to respond, not react to situations because our instinctive reactions are often flawed due to incorrect data (even lies), emotions and personal bias (on our part and/or the part of others).
We have to keep in mind that in America and much of the world today there are three common values:
It's all about me. People are incredibly self-absorbed with an entitlement mentality that they have "rights" instead of opportunity. Their decisions are not based on truth, but rather their feelings. They shout for tolerance and equality, yet do not demonstrate the same for people of opposing views.
It's not my fault. When something goes wrong some people feel it is never their fault. They focus on the portion of the decision where they were right even though 98% of the problem was caused by how they were wrong. These deadly three inward-focused values build upon one another, so when it is all about me then it cannot be my fault.
It's not my problem. One of your employees is contacted by a client with a problem. They immediately determine the problem was caused by someone else in the company. They delay resolving the issue because it is not their problem, and pass off the situation to someone else. The client correctly concludes your employees do not care about them as much as their other interests.
Do you want to be a leader? Then reverse these values so your company culture is transformed. In brief, consider:
It's all about you. Lead your employees by giving them structure, training, accountability and pay based on performance. Serve them and your customers. The result: Work will become more fulfilling for everyone and your business will grow faster than ever.
It's my fault. Take responsibility for your mistakes and the errors of your people. Your team is comprised of humans who make mistakes. Expect problems rather than be surprised by them. The result: Higher customer satisfaction through faster problem resolution.
It's my problem. When something goes wrong for a client give your employees the authority to resolve it instantly. Give your people authority that matches their responsibility and a commitment to keep customers happy. The result is higher profits because the cost of keeping a customer is less than the cost of losing a customer. The same goes for your employees.
MEETING IDEAS
THREE COMMON VALUES suggests that many employees are motivated by the wrong perspective these days. The good news is careful hiring and a positive company culture can help you develop a team of people who have positive values rather than negative ones.
Here are just a few suggestions of how to discuss this issue with your team:
1. Explain the three common (negative) values. Ask your people to provide an example of a coworker, client or vendor who has demonstrated these values as they have done business with you.
NOTE: Emphasize that everyone has to respond to clients and vendors with poor values rather than react. Over time the positive values of your company may help people to understand their poor values, but be patient.
2. Now ask each person to describe one situation where they demonstrated one of these negative values. My suggestion is that EVERYONE does it. Hopefully your people make this mistake rarely, but we are all human. Their answers will help you understand how well your people understand your company values and themselves.
3. Discuss your company values. Ask why these values are personally meaningful to them. Contrast each value to its opposite value and consider what your company would be like if your values were reversed. (This can actually be quite funny.)
4. Ask each person to provide a specific example of how they have recently demonstrated one of your company values.
5. Discuss why people explained examples of some of your company values rather than others. Is your company not demonstrating the other values?
