Loyalty? What Loyalty?

“Leadership is a two-way street, loyalty up and loyalty down. Respect for one's superiors; care for one's crew.” -Grace Murray Hopper

In my day-to-day work I talk to people on all rungs of the corporate (and not-so-corporate) ladder. I hear the same complaints and issues again and again ... "There's no loyalty."

BIG red flag!

Employees say their company leadership...

• has self-servingly mismanaged resources,
• is out of touch with what the staff is going through and
  
• now expects the "grunt workers" who are "lucky to have a job" to pick up the slack and perform at close to unachievable levels for little or no reward.
  

These employees are

• burned out,
  
• distrustful,
• constantly worried about their future and
  
• see no relief in the near future.
  

While they were able and willing to do what was necessary a year ago, their patience and faith is wearing thin. I hear them say "As soon as this economy turns around I may not be here anymore... So if you hear of any jobs out there for me, let me know!"

Employers say they've stretched to retain employees through tougher times and now expect a return on their investment:

• higher output,
• more dedication,
• team effort.
  

They need to remain viable in order to retain much needed clients ... to be able to retain much needed staff. While they were able and willing to keep motivating staff a year ago, their ideas and direction are flat-lining. I hear them say "We hope this economy turns around soon. We'll see what happens... or I may be coming to you for job!"

The end result looming just around the next economic corner - Utter Chaos!

In struggling companies, you have 4 generations of workers processing in 4 different ways and NONE of these look sustainable:

• The Golden Generation: "I'll cut my hours down. That's my contribution. I just need to keep my benefits the same and make sure I get my pension."
  

• The Baby Boomers: "I'll stay with these yahoos long enough to rebuild my portfolio and I'm gone ... and I'm taking everything I know with me!"

• The Gen Xers: "I'll gather all the knowledge and experience I've gained, lay it out on the table and, if I don't get the position and compensation I deserve, I'll go someplace that has better leadership."

• The Gen Y's: "I can get a better job anywhere that's easier, gives me training, career opportunities, flexibility and respect. If they don't appreciate me, I'll move back with mom and dad."

Yes, these are generalizations, but there's a running theme through each - lack of trust, self-centeredness and NO LOYALTY.

Now, there ARE companies who will weather this next turn of events well.

These are the companies who have

• established a vision, mission and values,
  
• gained "buy in" on all these among staff,
  
• created a culture of active vision, honesty and integrity, and
  
• remained TRUE to the course they have established.

Yes, we all have to take detours, but the detours these companies have taken have these characteristics:

• kept the vital core ideals intact,
  
• been communicated openly with the full team and
  
• rewarded loyalty with much more than "You're lucky to still have a job to come to."

These companies have realized that their greatest competetive advantage is innovation and service. That innovation and service comes from their employees. They have worked hard to create an environment that is sustainable now and in the future through:

• careful hiring,
  
• full accountability of both staff and management (fair and proactive performance reviews, organization surveys and 360's)
  
• open communication in BOTH directions
  
• S.M.A.R.T. goals for each team member
  
• steadfast vision
• regular rewards for feedback, ideas and achievements
• elimination of problem people (including back stabbers and brown nosers)
• alignment with good customers who have similar values

So ... before the economy takes any more turns, carefully review your team. Ask yourself these questions:

1. What will happen if any of these team members leave tomorrow?
2. What will it take to make each team member feel appreciated, needed and vital to the team?
3. What makes these people tick? Who are they and what truly motivates their life decisions?
4. How can I re-align our team with the vision and mission of the company going forward or does that vision and mission need to be refreshed to clearly reflect a better, more sustainable direction this team can buy into?

Just remember ...

“Low morale plus low loyalty equals high turnover. That can hobble a company.” -Karen Carlisle

Rebuilding Personal Credibility

If you have made mistakes, even serious ones,
there is always another chance for you.
What we call failure is not the falling down but the staying down.

Mary Pickford

Have you ever had a moment that you wish you could take back and do over?

You know the one. It makes your stomach turn and palms sweat every time you think of it. It cost you credibility in the eyes of others—even in your own eyes.

I have great news!

No, I can't show you how to rewind time, but I do know that every passing minute is another opportunity to turn it all around.

Rarely is credibility lost forever. What counts is

• strong character;
• honesty; and
• taking ownership and moving things in a positive direction.

I have met people who would rather walk away from a difficult situation and start over somewhere else rather than

• accept responsibility for what happened,
• address the key issues, and
• rectify the wrong.

They are missing an enormous opportunity.

No one is perfect. We are all human. Everyone can make a mistake, say the wrong thing, miss a deadline, or forget an important detail. It's what we do AFTER the error that truly defines our character.

Recognizing and admitting to your mistake, then determining what can be done to correct the unhappy result, will demonstrate your true leadership and intent.

If the offended parties are still willing to talk to you, there is your golden opportunity. You can show you really are a problem-solver and person of substance and integrity.

This next step is not for the faint-hearted. In fact, this subject has likely made you very uncomfortable. If it hasn't, then you are perfect and obviously not from the same planet as the rest of us. There's much to lose by not restoring your credibility and much more to be gained by attempting to do so.

Next time you find yourself reliving a gut-wrenching moment you wish you could erase,

• pick up the phone,
• drop by with a gift or card to talk in person, or
• make a personal connection to reopen the lines of communication and ask for the chance to change the outcome.

The worst that can happen is that you are refused. You still will have won back some credibility with others and with yourself by showing the desire to make things right.

Points to Ponder This Month

• Is there a recurring area in your life that constantly costs you credibility? What can be done to change it?
• What has leaving a credibility issue unresolved cost you in business or in your personal life?
• If someone who has lost credibility in your eyes came to you genuinely ready, willing, and able to change things, would you refuse that person the opportunity to try?

If you are in a leadership position, also see http://jazzypromotions.blogspot.com/2008/12/becoming-oak-among-squash.html .

What's Your 90-Day Plan?

• Are you twisting in the wind?
• Are you reacting instead of acting with intention and purpose?
• Do you sit, exhausted and confused, at the end of your day, wondering what this all means and when it’s going to end?

If you don’t relate to those images, chances are you know someone who does.

It’s hard to plan ahead right now. The world is changing moment to moment. (View this clip“Did You Know?” http://www.youtube.com/watch?v=cL9Wu2kWwSY) The floor has fallen out from under many of the approaches that have always worked. Even some companies and individuals who have money are cutting back on their spending, postponing plans, and taking a “wait and see” approach to buying items that are already in their budget.

Now is your perfect opportunity!

I know what you’re thinking—"Carol’s on glue!"

Stay with me here.

We are living in a world of No and Not Right Now. Many clients and prospects are stressed and s-t-r-e-t-c-h-e-d, doing more for less and completely unsure of the future. They say they don’t want to talk right now.

If you leave your clients and prospects alone at this time,
you are making a HUGE mistake!

Your clients actually DO want to talk to you.
They do NOT want to be SOLD and they do NOT want to WASTE your time or their own.

This is a gigantic opportunity to build lasting mutual trust that will pay off for you and your clients in future—and with their referrals, too!

With whom do YOU want to do business?
• People you know, like, and trust.

How do you feel about people who do things like:
• Drop off a card or note of encouragement to you?
• Take a few moments to say “Hi”—personally or by phone or email?
• Clip and email an article or something that is relevant to you and your clients?
• Connect someone to you who can help you or your business?
• Invest a bit of their precious time to let you know they care about YOU—not just the money you spend with them?

Right now, with every other corporation, business, and individual scrambling to focus on sales and marketing to the people who are still spending, you need to create your 90-day Action Plan to:
• retain the clients you already have;
• ensure your prospects stay interested in you for the future;
• establish great word-of-mouth referrals; and
• DIFFERENTIATE YOURSELF FROM THE COMPETITION!

You can set yourself apart—as a person or a company that truly cares and is willing to take the time to get to know your clients and prospects.

What happens when you are perceived to be different from everyone else out there?

Price becomes an afterthought.

Clients may try to bring down your price, but they’ll connect with you and be willing to consider your reasons for not dropping your price.

“But I need some contracts and sales RIGHT NOW!” you say.

Okay.

These steps will help you build current AND future business within the next 90 days.

Step 1: Always ask your clients and future clients to refer you to people who need what you have to offer. If you are genuine and your clients and future clients like you and trust you, they will LOVE to recommend your services to someone who can help you succeed. Why? It’s a very nice thing to do and it will lighten their load of nonpurchasers’ guilt.

Step 2: Do a fantastic job of following up with those leads. Make the people who recommended you look like heroes! You will be the first person they call when they are in a position to use what you have to offer!

Remember Carol's Three Customer Building Commandments.

1. Woo thy prospect constantly and genuinely.
2. Love thy customer as thyself.
3. Ask for referrals and ye shall receive.

What’s in your Action Plan for the next 90 days?

Teach a Man To Fish

"Give a man a fish, and you feed him for a day.
Teach a man how to fish, and you feed him for life."

- Chinese Proverb

I’m a huge fan of the “Pay It Forward” concept. Yes, I have been called a Pollyanna—my results on the Personal Style Indicator back that up—but I don’t believe I have my head in the sand. No matter who we are, how we’re wired, or what we do for a living, each of us in our own way can effect real change in the world.

How can one person change the world?

It’s simple.

You can’t change people, but you CAN empower them to improve their own lives, and equip them to reach out and help others.

Just a simple shift in perception and approach can

• make a huge difference in a relationship,
• affect an entire team,
  
• influence the culture of an organization,
  
• make an impact on a community,
  
• awaken a nation, and
  
• help spread change throughout the world.

You don’t believe me?

Believe history.

Throughout the ages, people on purpose did not take the easy road. Dogged and determined, they faithfully pursued what they believed to be important—not just for them, but for humankind.

Can you imagine our world today if . . .

• a group of Quakers in Delaware had kept their slaves to remain more profitable and had not signed a petition against slavery in 1786?
• Bill Wilson and Dr. Bob Smith went back to drinking and never started a word-of-mouth support group for recovering Alcoholics in 1935?
• the Wright Brothers decided flight was impossible, went ahead with other inventions, and never created the three-axis control still used in flying machines today?
• everyone with means during The Great Depression looked after his or her own situation and no one stepped up to create the first soup kitchen?
• Alexander Fleming, like others before him, did not persist with his quest to discover penicillin or spend 12 years seeking a chemist to make a stable form for mass production?
• Mother Teresa opted for a secure, “normal” life for herself?
• Martin Luther prudently put his career first and did not challenge the policies of the Holy Roman Empire?
• you did not choose to help people make positive change in their lives?

The truth is all change starts with one person willing to act on an idea.

Lasting change happens when that action strikes a chord with people who are ready and willing to get involved. Mentoring starts, methods spark to life, word-of-mouth spreads, people are inspired, and the course of history is changed.

Never underestimate the ripple effect of your perceptions and actions. You may not discover a medical cure, start a reformation, invent a new method of transportation, or save countless people from starvation, but you may help change a life that helps change other lives that help change more lives.

Points to Ponder This Month
• What have you learned in life that has changed the way you perceive and treat people?
• How has the way you treat people affected your perception of yourself?
• What 3 things can you can do this month to “Teach a man to fish” or help others help themselves?

The Rules Just Changed . . . Forever

Searching for direction and answers?

You are not alone.

There's a big trend toward "What does it all mean?" and never before have so many "experts" claimed to be able to help you . . . for a fee.

Have you noticed them?

Some are parrots, regurgitating (plagiarizing) something they read in another blog, on another Website or from an obscure book written ten years ago no one bothered to read . . . or worse yet, from a book just released that was poorly researched and based on what might have worked two years ago.

Others have jumped on a trendy wave of twitter/facebook/linkedIn . . . it all sounds good and if applied the right way can be very powerful, but they are asking for your money, claiming to be "experts" who will show you the right way. It's hard to know just who to trust and buy into.

Still others are loudly proclaiming the "same old same old" from twenty years ago, broadcasting their lengthy experience in the field and hooking a segment of baby boomers who want to believe there's no need to change.

I'm here to tell you,
the rules HAVE changed . . . forever!

In fact, they changed many years ago, but business was great, people were buying, everyone was too busy to notice.

The change has been gradual but never hidden and it's called . . .
women.

Before you click away from my blog, I assure you I love men dearly. I wish I had their ability to focus on one thing at a time and move in for the kill. I wish I clicked with the "Take no prisoners" attitude. But I don't. I never have.

Neither have the other women who are now making 85% of the buying decisions in North America.

Yes, you heard me right. 85%!

How did that happen?

Well, there's no one single factor. There's several:

• The single income family is a dream long gone. More women than ever before in North American history have to work. Notice I say "family". I'm implying kids in that mix. Kids need daycare. Women either work in high-level positions that pay very well, work shifts opposite their spouses or create work arrangements or businesses that fit their life. In all these situations, women no longer need to consult the other bread winner on key buying decisions. They feel quite entitled and qualified to call the shots.

• Divorce is now normal. When I went to school, it was rare to find a child in a one-parent family. When my kids went to school, it was rare to find a kid in a two parent family, especially one that contained his or her original parents. Sad, but true. Women have had to shoulder a lot of responsibility and make all decisions . . . and juggle raising a child alone with making enough money.

• Fewer women bother to marry at all. Many of us just keep working. We waited for the right relationship and it never quite happened . . . or we were just too busy to look for it.
  

With women making:

• the majority of business starts in North America
• the majority of family buying decisions
• the majority of buying recommendations and decisions within businesses
• all their own buying decisions in their divorced or never-wed lives

women have become THE target market.

Who has most of sales copy been geared toward for the past 80 years?

MEN!

• Picture the last car commercials you've seen.
• Think of the last fax you received for some great speaker guru coming to town.
• Consider the realty ads that appeal to you and those that don't.

I've recently hooked into Lorrie Morgan-Ferrero's "She-Factor Copywriting Bootcamp". She latched onto this concept a few years ago when she rightly realized that the sales copy she was writing was repelling women and yet, most of the decision makers she knew were women.

The light bulb flashed to life and her research began.

Even ME, as a woman in sales and marketing, have been afraid to "exclude" men by writing toward ... well, myself! Lorrie's research showed that
female oriented sales copy still works on men!

Who knew?

So, by marketing toward men, you lose your woman audience
BUT
By writing to women, you gain the attention of 85% of buyers, PLUS you don't lose your men.

It doesn't take any marketing guru or trend expert to tell you what you need to do here:

• We know that people will buy from those they know, like and trust.
• Look at your website and all your marketing. Does it build trust with women?
• What can you do to speak directly to the concerns of the women in your target market?
• What benefits will women gain from using your product or service . . . that women truly care about?

If you do a lot of sales writing and want targeted tips, I highly recommend Lorrie's help.

Simply looking for help on a specific project? I'm happy to give you a hand. Leave a comment on this blog and I will respond ASAP.