Month: March 2023

leadership dot #3879: fires

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The fire department just purchased a new Hazmat vehicle and showed it off by allowing the public to tour the inside. While the lower portion of the truck carries materials to help mitigate hazardous spills, the main function of the unit is to serve as a mobile command center if an incident occurs. The vehicle is equipped with computer equipment, whiteboards, a conference table, and can even project to screens on the outside of the truck. It literally is a high-tech mobile office.

Having a large proportion of the vehicle dedicated to planning and coordinating is a good reminder for how to lead. Instead of jumping right in and trying to fix things, everyone might be better off if you took time to assess the situation, develop a plan, and then share it widely. Especially in a crisis situation or when the stakes are high, you may be tempted to hurry up and “do,” but thinking first can prevent even more fires.

leadership dot #3878: crickets

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An intentional marketing strategy calls for stores to put some of their “loss leaders” or discounted items right at the entranceway as a way to entice consumers to put an item in their cart. Target has its “Bullseye” section of $1-5 items, and other stores put seasonal merchandise or tempting treats right when you enter. Retailers have proven that if customers put something in their cart, they are more likely to add items to it, so displays are frontloaded to jumpstart that buying process.

The same psychological trickery can benefit you in meetings. If you are faced with crickets during your time together, a way to circumvent the silence is to structure your agenda so that others begin talking right from the start. Early engagement sets the tone for people to continue their participation and signals that you are not the only voice at the table.

You can accomplish this through a rotation of “nuggets” (dot 108), check-in questions, or an icebreaker, and by assigning others to lead the opening exercise or by sharing responsibility to have different people kick off the meeting with a fun activity or treat. You can also inject some silliness like Kim Scott’s “Whoops-a-Daisy” to encourage people to open up. What you do is less important than having others become active at the beginning. It’s the meeting equivalent of putting one thing in the cart — one comment often leads to others.

Even if you’re the convener, don’t carry the whole load yourself. Instead, create a consistent structure for others to use their voice and wisdom to create the engagement you seek.

leadership dot #3877: soft

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You may have used the term “soft skills” to describe those intangibles that are desirable in employees but the language makes “hard skills” seem more valuable. In an effort to create some parity in importance, some are shifting the terms to “human skills” and “technical skills.”

No matter what label you use, developing your personal and interpersonal skills can enhance your emotional intelligence and enhance your contributions to your organization.

Based on its large database of job listings, ZipRecruiter created a list of the eight most-in-demand non-technical skills: communication, customer service, scheduling, time management, project management, analytical thinking, ability to work independently, and flexibility.

Another listing from the Farm Credit Knowledge Center offers a list of ten: creativity, teamwork, dependability, assertiveness, problem-solving, communication, flexibility, time management, accountability, and leadership.

Think for a moment about where you shine. Is there a way for you to leverage this in-demand ability to secure more meaningful projects within your organization or consider applying them in a different job? Can you become a mentor for others who are challenged in that area and thus help the whole organization flourish?

And on the flip side, which skill set do you need to develop? Consider whether you can strengthen those muscles by volunteering (within the organization or in nonprofit roles) for a stretch task or by applying professional development to hone your abilities.

Take care to develop these assets in yourself and your staff and look for them in potential hires. There is nothing soft about the value these skills provide.

leadership dot #3876: just right

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I had lunch with two friends who are both parents of high schoolers. While we were there, one received a text informing her of a few errands her daughter was doing after school. “I don’t need to know all this detail,” she said to us. “I wish she would just tell me that she’ll be home at 5 pm.”

The other mother retorted with the opposite view. “I wish I knew that kind of detail,” she said. “Sometimes my son leaves to pick up friends and I don’t know where he has gone or when he’ll be back.”

The difference in perspective was an illustration of what it’s like to work for different bosses. Some — including those who aren’t micromanagers — want to know the specifics that may impact their work or other obligations. Others prefer to know the end result and feel no need to be informed about the steps along the way.

Neither approach is better than the other but it’s helpful for you as an employee (and as a child!) to know what level of information your supervisor is comfortable having. There is no need to annoy with too much or too little information when a conversation about expectations can enlighten you for all your communication going forward.

leadership dot #3875: cater

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If someone is in the food business, it may seem plausible for them to easily switch between offering their meals via a food truck or a restaurant but the logistics are quite different. The same is true for those who offer only dine-in and then decide to add delivery or restaurants claiming they can “cater.” All of those distribution methods require different staffing, equipment, and procedures to preserve quality and are not as interchangeable as you may think at first glance.

I had a bad experience trying to order from a local restaurant that was anxious to accept my catering order only to realize too late that they did not have the disposable pans, delivery staff, or even recipes to make their dishes in mass quantities. Another non-caterer who agreed to cater delivered delicious meals but no serving utensils. They had to race back to their kitchen and loan us the tools they use in their restaurant operations. It’s quite the contrast from national firms who specialize in catering — providing online ordering, signage for each dish, and everything you need to have a successful meal.

You don’t have to cater to everyone. Be a great restaurant and achieve success in your brick-and-mortar location OR become an in-demand food truck that has lines at its multiple daily stops OR dedicate a separate component of your business to truly servicing catering needs. Unless you’re truly equipped to provide a smorgasbord of services, it’s best to narrow your scope and be great at it.

leadership dot #3874: hay

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When the caretaker went to feed the Clydesdales at a traveling exhibit, I noticed two things about the process. First, the bales of hay were smaller than a typical bale — sized in the right proportion to feed the horses. There was no messy process of pitching out straws from a larger bale and leaving it in a pile; these were designed to be the amount that each horse needed.

What I also noticed was that even though the doors to the enclosures were in the rear, each bale was tossed to the front of the stall. In this way, the visitors could see the head of the horse instead of the rear as he ate.

Both of these practices are very small but they speak to the attention Budweiser pays to the Clydesdale experience. Everything about the exhibit was considered, down to the last details.

Have you thought through your experiences through the lens of the end user? Take it straight from the horse’s mouth and listen to Bud on how to master the minutiae and maximize your branding.

leadership dot #3873: party

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If you are of a certain age, you probably remember Tupperware parties — the highly successful distribution system for what has become the generic name for plastic serving containers. Until recently, Tupperware was only available via distributors who sold the products to groups gathered in homes for demonstrations of the signature sealing “burp” or via those who sold the goods at vendor fairs as a licensed representative. Tupperware parties were almost synonymous with the product.

But no more. Today, you can buy the Tupperware brand at your local Target mixed in with all the other domestic products that are distributed to the masses in the same way. Whether due to the changing (mostly female) workforce, a belief that its quality will distinguish it from lower-cost plastic containers, or the declining interest/time for home events, the company has abandoned its pioneering exclusivity.

Is it a good move that allows Tupperware to acknowledge realities and evolve with the times or is it a serious error that compromises a core element of its long-standing brand? How you reach your customers is a key element of your organizational strategy. Don’t leave the party too early.

leadership dot #3872: five stars

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I went to Chipotle with a friend who has celiac disease. Once she informed the staff of this, it initiated a seamless procedure to serve her safely. They imperceptibly shared a signal with each other and everyone knew what to do: one person got out new serving utensils, another wiped down the preparation counter, someone procured a fresh bin of guacamole out of the refrigerator and everyone put on new gloves. It took an extra minute but there was no drama about it, no confusion, and it was certainly no big deal for the staff or the others behind us in line.

Think about how your organization handles requests outside the norm. Have you thought through the steps that are required to address routine variations? Do you have a process in place where the staff knows what to do with such efficiency that it doesn’t make the requestor feel uncomfortable? Have you ever considered that the ability to customize your offerings could be a lucrative niche service for you?

Allergies and dietary needs are prevalent in the restaurant business, but every industry has sub-groups of audiences that have different needs. Finding ways to cheerfully and easily accommodate them earns five stars for both your organization and those it serves.

#Chipotle

leadership dot #3871: high or low

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Hallmark has an interesting distribution strategy: they sell cards for upwards of $5 at their Gold Crown stores and they also market similar versions for 50 cents at dollar stores. You see the same dichotomy with other services: you can have a custom home or do-it-yourself renovation. You can outsource your printing and pay handsomely to have it done while you wait or you can print your copies at home.

Those who are at the high end of the spectrum or the lowest in cost seem to be thriving the most, whereas those in the middle are being overlooked. They can’t afford to provide a premium product without the accompanying high price, and they beat the bargain versions on quality so can’t match their discount.

Think about where your organization falls. In your quest to have a wide reach are you diluting your distinctiveness? Go high or go low. The only good middle is in Oreos.

leadership dot #3870: improve

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“Participating in the world as it is does not disqualify you from trying to improve it.”

I read this quote on Twitter and it has really stuck with me. The tweet pointed out that the inventor of the engine used a horse every day, the inventor of the light bulb worked by candlelight, and the inventor of steel only had iron. People used what was available to them to make things better.

The same opportunity is available to you.

Maybe you won’t become the inventor of a world-altering tool but you can apply the principle to improve your situation (and beyond). Work around a bad boss. Create a new policy that revolutionizes an aspect of how your organization operates. Start an affinity group to help ignite a movement. Advocate for a change in your industry. Adopt a new practice that others can emulate. Mentor one person and encourage them to do great things.

I hear all the time that people are overworked and under-resourced. It may be true. There are always conditions that are less than ideal. Improve the world anyway.

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