1. Feature Article
How to Be the Brand Employees Can’t Live Without
By John DiJulius, Chief Revolution Officer
Hiring new employees should not be your top priority. Instead focus on creating an amazing internal culture with high morale and low turnover. High employee attention will produce high employee retention, which is much easier and less expensive than recruiting new employees. Be careful where you are giving your attention, however. If you waste a lot of time with high-maintenance employees, you end up neglecting the quiet, unsung heroes who deserve your attention.
Stop trying to find great employees, focus on becoming the business where great employees find you.
In his bestselling book When: The Scientific Secrets of Perfect Timing, Daniel Pink says, “Once a group is operating in sync, member’s jobs aren’t done. Group coordination doesn’t abide by the set-it-and-forget-it logic of the Crock-Pot. It requires frequent stirring and a watchful eye. That means to maintain a well-timed group you should regularly ask these three questions:
- Do we have a clear boss—whether a person or some external standard—who engenders respect, whose role is unambiguous, and to whom everyone can direct their initial focus?
- Are we fostering a sense of belonging that enriches individual identity, deepens affiliation, and allows everyone to synchronize to the tribe?
- Are we activating the uplift—feeling good and doing good— that is necessary for a group to succeed?”
Collaboration is a critical business strategy. A negative side effect of the pandemic is employees working from home virtually, which results in less collaboration. And when collaboration is down, creativity is down, which results in fewer ideas shared, less brainstorming, and less employee buy-in or new products and services created. Innovation evaporates.
Great Leaders Are Great Storytellers
As Daniel Pink points out, “One way that groups cohere is through storytelling. But the stories your group tells should not only be tales of triumph. Stories of failure and vulnerability also foster a sense of belongingness.”
Nearly every company has rags-to-riches stories about someone who started off in a frontline position and today is in senior management. These stories need to be shared with new employees. Most new employees are overwhelmed with the information overload and the insecurities of being a novice; they cannot fathom being a rock star someday. Hearing about someone who struggled early on and went on to great success can be really inspiring to a new employee early in his or her career.
The Trust Edge
“Among all the attributes of the greatest leaders of our time, one stands above the rest,” says David Horsager, author of The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line. “They are all highly trusted. You can have a compelling vision, rock-solid strategy, excellent communication skills, innovative insight, and a skilled team, but if people don’t trust you, you will never get the results you want.”
Horsager teaches leaders how to build and maintain trust through developing the following strengths:
- Clarity: People trust the clear and distrust the ambiguous. When leaders are clear about expectations, they will likely get what they want.
- Compassion: People put faith in those who care beyond themselves. Think beyond yourself and never underestimate the power of sincerely caring about another person.
- Character: People notice those who do what is right ahead of what is easy.
- Contribution: Few things build trust quicker than actual results. Be a contributor who delivers real results.
- Competency: People have confidence in those who stay fresh, relevant, and capable. The humble and teachable person keeps learning new ways of doing things and stays current on ideas and trends.
- Connection: People want to follow, buy from, and be around friends—and having friends is all about building connections. Trust is all about relationships, and relationships are best built by establishing genuine connection. Show gratitude—it’s the primary trait of truly talented connectors. Develop the trait of gratitude, and you will be a magnet.
- Commitment: People believe in those who stand through adversity.
- Consistency: In every area of life, it’s the little things—done consistently—that make the big difference. The great leaders consistently do the small but most important things first.
Hire for Attitude, Not Aptitude
If you want happy employees, hire only happy people. Be picky; hold out for people who ooze service. Negative people are like a virus that spreads quickly. Steve Jobs once said, “It is too easy, as a team grows, to put up with a few ‘B’ players, and they then attract a few more ‘B’ players, and soon you will even have some ‘C’ players. ‘A’ players like to work only with other ‘A’ players, which means you can’t indulge ‘B’ players.”
Cydney Koukol, Chief Communication Officer of Talent Plus, says something similar, “What happens when you hire amazing people is that they are disappointed when they have to work with mediocre people . . . Every time you select someone, your culture gets better or worse.”
“Days of lighting fires under people are over. Days of lighting fires inside people are here.”
2. Short Video I Want to Share
The first time my oldest son Johnni every took my advice:
3. David Horsager Speaking at The 2020 Customer Service Revolution
The DiJulius Group is thrilled to announce that David Horsager will be speaking at this year’s virtual Customer Service Revolution. David is the CEO of Trust Edge Leadership Institute, and national bestselling author of The Trust Edge. His work has been featured in prominent publications such as Fast Company, Forbes, and The Wall Street Journal. David spoke at the 2017 Customer Service Revolution and was one our highest rated speakers.
David’s presentation for the Customer Service Revolution is titled The Trust Edge™: How Top Leaders and Organizations Drive Business Results through Trust. Today more than ever, companies and leaders need trust. Trust is a fundamental, bottom line issue. Without it, leaders lose teams, salespeople lose sales, and organizations lose reputation, retention of good people, relationships and revenue. But with trust, individuals and organizations enjoy greater creativity, productivity, freedom and results. Through David’s industry leading research The Trust Outlook™ and firsthand experience working with the world’s highest performing organizations, David reveals how top leaders and organizations drive business results to become the most trusted in their industry.
4. Newest Episode of The Customer Service Revolution Podcast
In Episode 019, Senior Customer Service Consultant Dave Murray interviews THE Ken Blanchard. Ken is the author or co-author of over 60 books, including The One Minute Manager, which has sold over 13 million copies.
In this episode you will learn:
- How a top focus of managers should be the opportunity they have to make a difference in people’s lives, but that often is not on the list of priorities.
- The importance of managers’ listening more than speaking in their role.
- How the number one customer of any manager is…their team members.
- The fact that the best “doers” in your organization rarely make the best managers—a thought that is counter-intuitive in many organizations today.
- What Ken will be presenting on at the 2020 Virtual Customer Service Revolution.
5. Resource to Help Take Your Customer Experience to the Next Level
Making the Pandemic Irrelevant
The world has changed.
The economy has changed.
It’s time to reimagine!
5 weekly sessions, one great rate
Hear from expert guides advising on critical topics including:
Guy Kawasaki – What I learned from Steve Jobs – Apply the lessons Guy learned working with Steve Jobs to business practices for your organization.
Adrienne Bankert – What is the key to authenticity and confidence? Kindness. Adrienne shows us how kindness is a game-changer in business and the door opener to fulfillment.
Ken Blanchard – Is your workplace one where people are thriving? Ken believes that truly great leaders focus on results and human satisfaction. He’ll share the 4 keys to leading at a higher level to achieve long-term success.
David Horsager – Lack of trust = relationship and revenue loss. David reveals how top leaders and organizations become the most trusted in their industry while enjoying greater freedom, productivity and results.