When NOT Exceeding Expectations Is OK...

We closed last time with a commitment to address scenarios where team members refuse to exceed expectations. Before I jump into that, I need to call your attention to something that will absolutely exceed YOUR expectations: the virtual LIVE2LEAD:Harrisonburg experience that Cindy and I will be hosting this Friday! There’s so much value (and bonus content) packed into this event that I just can’t fit it all in here… Check it out for yourself!

So when is NOT exceeding expectations acceptable? Believe it or not, there are times where it’s OK. If we don’t mind our customers and team members having an average experience, we don’t need to put in that little bit of extra effort and we don’t need to worry about maintaining a standard for what our team members strive to deliver. That will work just fine in a booming economy where every Joe out there has plenty of money to spend…

But we don’t build the kind of loyalty that brings a...

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Get More Juice From Each Squeeze!

I closed the last blog post with a promise to share some practical steps each of us can build a culture that creates amazing customer experiences and directly impacts profitability. Before I go there though, I want to share what may be the last invitation I can pass along for you to join me and Cindy this coming Friday (Nov 13) for the final LIVE2LEAD:Harrisonburg virtual experience we’ll be hosting in 2020. This year’s content is incredible but the bonuses are worth as much as the event itself… Hope you’re able to join us!

So how can we get more juice from each squeeze? First, understand I’m not suggesting that we ever try to actually SQUEEZE extra dollars out of the clients or customers we interact with! If we provide them with value through the product or service we offer, we deserve fair compensation for that. What I am suggesting is that we do everything in our power to make sure we capture as much profit as we possibly can from the revenue we...

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What Does It Really Cost?

As I wrapped up the last blog, I referenced a study that showed how many organizations lose as much as 17 hours per week to miscommunication. Unlike the Salesforce.com study, I couldn’t put my find on any of the additional details that study covered or who conducted it. That said, I found it! We typically share these statistics during the second lesson of our Emerging Leader Development course, Critical Principles for Effective Communication… Here you go:

According to an SIS International Research study, the cumulative cost per year due to productivity losses resulting from communication barriers is more than $26,000 per employee. Not only that, the study found that a business with 100 employees spends an average downtime of 17 hours a week clarifying communications. Translated into dollars, that’s more than $530,000 a year.

I go on to detail out that math for companies half that size and twice that size, just so participants have a chance to relate it to the...

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How To Do It and What To Expect...

On April 23, 1910 in Paris, Teddy Roosevelt gave a speech called Citizenship in a Republic. In full disclosure, I’ve never read or heard the entire thing (but that may no longer be true by the time you’re reading this). However, that speech is where one of my favorite quotes of all time - commonly referred to as “The Man in the Arena” - was first shared:

It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at...

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We’re Only Human...

In the most recent LinkedIn article I published called If You Want It Done Right…, I shared a comment I heard John Maxwell make recently, “A leader who empowers their team isn’t someone who believes they have to do it all themselves for it to be done right.” While that’s not necessarily as easy as it may sound, it’s absolutely something we have to begin doing at some point if we have any hope at all of moving beyond that busy-ness we’ve kicked around over the last several messages to a place where we’re building a team that accomplishes what it’s really capable of!

I closed the last blog by challenging you to really think into how much it really matters when someone on our team makes certain mistakes. If it’s a true life or death scenario, we may need to stay in complete control of the situation. But let’s be brutally honest, those are few and far between! There are far more situations where a mistake here and there...

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