Thoughts on Management

The true definition of management is "getting the job done through other people." As managers, you have a big target on your back. In most cases, you answer to the folks below you and above you, it can be a tough position. But you signed up for the job, so it is important to do your very best every single day.

There are many books written about management, as many views as there are managers. If a manager ever tells you that they have it all figured out, BEWARE you are talking to a close minded person.

Some thoughts on management....

You will instantly become a better manager when you hire better people. Surround yourself with people who have more and different gifts than you, you are a better manager.

Talk big picture, but execute like hell. I do believe it is important to get people to truly understand where we are going and the "big picture" is important....but not executing will kill the big picture speech quicker than anything else.

Every person you manage should feel comfortable and understand how to say anything they want to say to you. A rule to consider -- if the door is closed and it's just you and me -- you can say whatever you want to say. However, if you corner me in front of people -- you may not enjoy the conversation.

Be willing to break the rules....Some people will say don't "brag" or compliment one person if you don't brag about everyone. Really? That is like getting participation ribbons -- the real competitors on your team are not interested in participation ribbons -- they want to win.

For me the two most important things to remember.....1. People don't want to be managed, they want to be led. A manager worries about the rules -- a leader does the right thing at the right time.

2. If you are constantly reminding people you are in management, you have a problem. Good Leaders don't have to remind people that they are leaders.

As I read this post, I think of the improvement I need to make as a manager -- it is a constant battle to get better. Good Luck. By the way, if you are working for a good manager, tell them how much you appreciate them -- you are one of the lucky ones.

See my speaking video at http://www.bransonbusiness.blogspot.net/

The things we learned in Kindgergarten

Full disclosure here...I didn't attend kindergarten, but I was lucky enough to have parents who taught me these things anyway.

Numerous books and articles highlight the things we learned as children, and how important it is to use them everyday when dealing with your customers. However, spend a day going shopping and out to lunch and you will find that there are a number of people who did not read the books and articles, so let's have a refresher.

In kindergarten, we learned to say please and thank you, say hello and goodbye. We learned proper manners, to smile, and to be nice. The question you need to be asking yourself as a manager or business owner is, “are your people following through with those simple gestures?”

If they are, good for you...if they are not, you have a problem.

I am amazed how many times I go into a store and instead of a warm greeting; I am ignored. One store in particular, I had to wait until the two people behind the counter finished their conversation about the weekend before I was waited on.....I still didn't get a greeting...just a stare and they waited for me to start the conversation.

Don't get me wrong, it's not important that it was me...it is important because I am a customer. Customers spend money….employees will end up with some of that money in their paychecks. The more customers, the better the chance the paycheck has of growing.

Bottom line... how are your customers being treated? Do you only judge your employees performance when you are around? If so, what are the odds that your staff acts differently when you are not around? Do you have a secret shopper (s) set up?

Everything you do for your business comes down to the moment the customer comes into the store...make them feel good and you will be surprised how well your business will do. Treat them as an interruption...you will be saying things such as...my advertising doesn't work or the chamber is not getting the people here or some other excuse.

By the way, if you do have employees that make your customers feel special, you had better take care of them -- they are becoming a minority. Have a great day...it's the best one God will give you today.

LOOKOUT SALES PITCH: I have developed a customer service talk that teaches your employees, in a broad sense, about the history of the area and at the same time talks about better customer service. If you are interested, contact me at passionatelyspeaking@centurytel.net