People Must Be Led

untitledAt a recent leadership development seminar I was conducting, when describing the difference between managers and leaders, I used this quote from Ross Perot, “Inventories can be managed, but people must be led.”

Seems fairly obvious and straight forward to me … but unfortunately many managers miss the boat on this one. They spend too much of their time managing and not enough leading.

My leadership tip for you this week is to have you evaluate your leadership and your management to make certain you are leading more than managing.

Does your calendar reflect leadership activities or management activities ?

Leaders maintain a long-term perspective which is good for the future.

Leaders are constantly seeking change which is also good for the future.

Inventories don’t care about the future … but people do.

Register to receive Randy Goruk’s Leadership Tip of the Week directly here

For more leadership development tips, join Randy at https://www.facebook.com/LeadersEdge360

The Cost Of An Unsatisfied Customer

dollarsAs customers, at some time in our lives, we have all experienced bad service somewhere. When we do we should learn from it and prevent a similar occurrence from happening in our organization.

Last week, while in Phoenix I was picking up some dry cleaning at a local dry cleaner. I chose their drive thru window pick up option and sat there for 30 seconds while the 3 – workers on the inside of the building were interacting in what appeared to be a social conversation (lots of laughter and animation going on). I did get a glance from one of the workers but apparently it wasn’t her job to acknowledge customers or serve those waiting at the drive thru window.

When one of the male attendants finally greeted me, I gave him my name and told him I was there for a pick up. He came back with the order placed it in the back seat and took my $40 for the $27 charge then brought me my change and I drove off.

I got home and realized that I had our dry cleaning as well as someone else’s too. So I got back in the car and returned to the drive thru service lane and explained the situation. After great confusion, the attendant acknowledged I paid $15 too much and explained he would arrange to have a check sent to me in the next 7 – 10 business days. I told him I preferred cash – I paid in cash and would like my refund in cash. Apparently there’s a policy of no cash refunds.

The attendant got his manager on the phone and after a few minutes of explaining the situation – no cash is the final answer  – check in the mail in 7 to 10 business days.

This is the thanks I get for returning clothes that are not mine? You would have thought they would have thanked me for returning the other customers clothes and gave me a full refund for my inconvenience … no, that didn’t happen.

I officially became an unsatisfied customer. The cost ? … I told them they have lost my business for the rest of my life and that of all my family and friends who I touch with my story … all because they wouldn’t give me a cash refund for my cash payment. Irrational I know, but I am the customer.

My leadership tip this week is to remind you that there is a huge cost associated with an unsatisfied customer and that you can’t afford to have any. Here’s my formula for ensuring your success:

1. Hire the right people
2. Train them – teach them to solve problems before they’re problems,
3. Empower them – teach them to use common sense in handling situations that arise
4. Measure and ensure they are engaged
5. Formally measure customer satisfaction
6. Fix reoccurring frustrations
7. Re-train your people

Customers are why your organization exists. They contribute to your top line, your bottom line and your position as a leader in your industry … you must be relentless in looking after them.

Register to receive Randy Goruk’s Leadership Tip of the Week directly here.

For more leadership development tips, join Randy at www.FaceBook.com/LeadersEdge360

New Leadership Book Helps Managers Become Better Leaders

Companies today are faced with many operational challenges – driving revenue and profits while optimizing existing cash flow, developing quality products and services, and inspiring and motivating employees. They are under more pressure than ever before. “Sparks” is a new book that addresses these issues (release date is April 5, 2011). “Sparks was written to help managers become better leaders, which results in improved productivity, stronger teams, and less turnover. The best leaders help companies to retain their best talent even in the hardest economic times,” said Randy Goruk, author of the new book, “Sparks – A Business Fable”.

 ‘Sparks’ explores the six core leadership competencies every leader needs. Plus, readers come away with over 90 specific action steps they can use to master real life leadership challenges, while at the same time, becoming more effective leaders.

 “When it comes down to it, business success is not just about strategic plans, budgeting, cost control, or meeting sales quotas.  It’s about the people at a company who are committed to serving clients and providing excellence in every aspect. Employees who feel empowered, appreciated and take pride in themselves and their company create strong and successful businesses.  And to create that kind of teamwork, culture and spirit, you’ve got to have strong managers with solid leadership skills.” Goruk added.

 “Randy’s story brings his principles of leadership into everyday, specific application. This day-in-the-life parable draws the reader into the story and makes a memorable set of lessons about how practical leadership works.” said Gregg Renner, the Vice President of Marketing at MiTek Industries, Inc.

Randy Goruk started his career as an entry level design technician, and by delivering results and developing rock-solid leadership skills, he climbed the corporate ladder of a multi-million dollar organization, becoming a Senior Vice President at the age of 31. After a successful 26-year career, Randy now develops business leaders through his coaching, training and professional speaking services. See http://www.LeadersEdge360.com  Find out more about ‘Sparks’ and becoming a better leader at www.SparksTheBook.com

 

Evaluating Your Leadership Skills and Leadership Behaviors

Was this a good year for you?

Are you happy with the results given the economy?

How do you really know how you or your leadership teams are doing ?

It’s important to find out because if you have a toxic work environment – or a toxic leader on your leadership team – you need to know. When the economy comes back and there are more jobs available for your employees, they will be jumping ship so fast your head will spin.

It’s time for a good old fashion 360° feedback survey for you and your leadership team.  A 360° feedback survey;

•  Measures leadership behaviors and competencies

•  Provides feedback on how others perceive an employee

•  Addresses relevant leadership skills such as communication, planning, and accountability

•  Brings focus on subjective areas such as teamwork, character, and leadership effectiveness 

Do yourself a huge favor … evaluate your leadership skills and leadership behaviors from your employees perspective.

As a leadership development coach and advisor – let me get you started by sending you a free copy of a typical feedback report – just send me an email requesting it – randy@LeadersEdge360.com

You want to strengthen your leadership team don’t you?

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How to Sell More in a Down Market – Leadership Secrets to Dynamite Sales Results – by Randy Goruk

How to Sell More - eBook

Part 2 of 6

After launching my eBook – How to Sell More in a Down Market – The Leadership Secrets to Dynamite Sales Results, and doing a number of related workshops, I’ve realized how difficult it is for many sales professionals to change to the changing environment.

Hopefully these brief excerpts will help inspire and motivate you to want to change because to maximize what opportunity  exists for your products, services and systems … you must embrace change.

Additionally, accepting the basic premise of How to Sell More in a Down Market is vital for success in selling more in a down market. The premise is for you to “take a leadership approach to your sales responsibilities”.

This leadership approach is straightforward and practical. It has six elements.

1. Accept full accountability for your results
2. Adopt leadership attributes for success
3. Become inspired and motivated
4. Become a personal productivity champion
5. Learn to plan like a leader
6. Take responsibility in further developing your leadership and sales professional skills

Although a number of leadership elements comprise an exceptional leader, How to Sell More in a Down Market focuses on each of the elements of leadership mentioned above to help you improve your sales results.

From the Becoming a Personal Productivity Champion Chapter

As a sales professional, how is your time management, or as I like to refer to time management, how is your personal productivity?

It is essential for leaders of organizations to master the art of personal productivity. Yes, just like selling, personal productivity is an art form. A CEO who leads a worldwide organization cannot afford to waste a single minute when trying to profitably grow their business.

There are as many different ways to be personally productive as there are CEO’s. However, I think few leaders will argue with these five “big picture” items as the solution to being productive in their responsibilities.

1. Plan – you have to plan your business and your time. Without planning factors such as where you are going, how you’re getting there, when you’re getting there, who is helping you get there, what you need to get there and why you want to get there, you will likely fall short of your goals in both good and bad markets.

2. Evaluate your progress – you have to take the time to evaluate how you are doing and make adjustments to your plan if necessary. This prevents you from wasting time on tasks that aren’t working in both good and bad markets.

3. Organize – leaders need to be personally organized, so they can organize their team to execute the plan. You know without organization you will be less effective in getting results in both good and bad markets.

4. Prioritize – leaders have a great number of things to do and decisions to make. Without properly prioritizing, they can waste their resources focusing on the wrong areas in both good and bad markets.

5. Schedule – leaders schedule their day, week, month and year. Their daily schedule is set like television programming; you know what’s on at what time and the only way that will change is if there is an earth-shattering development that needs to be communicated.

To learn more about How to Sell more in a Down Market, or to read a section – Click Here

To learn more about our Sell More in a Down Market Workshop – contact me directly – randy@randallwade.com

Return to Leaders Edge 360 Home Page

How to Sell More in a Down Market – Leadership Secrets to Dynamite Sales Results – by Randy Goruk

How to Sell More - eBook

Part 1 of 6

After launching my eBook – How to Sell More in a Down Market – The Leadership Secrets to Dynamite Sales Results, and doing a number of related workshops, I’ve realized how difficult it is for many sales professionals to change to the changing environment.

Hopefully these brief excerpts will help inspire and motivate you to want to change because to maximize what opportunity  exists for your products, services and systems … you must embrace change.

Additionally, accepting the basic premise of How to Sell More in a Down Market is vital for success in selling more in a down market. The premise is for you to “take a leadership approach to your sales responsibilities”.

This leadership approach is straightforward and practical. It has six elements.

1. Accept full accountability for your results
2. Adopt leadership attributes for success
3. Become inspired and motivated
4. Become a personal productivity champion
5. Learn to plan like a leader
6. Take responsibility in further developing your leadership and sales professional skills

Although a number of leadership elements comprise an exceptional leader, How to Sell More in a Down Market focuses on each of the elements of leadership mentioned above to help you improve your sales results.

From the Accepting Accountability Section

Sales volumes are at record lows; you’ve never sold so little, and your commission checks have never been so small. You need to sell more, and you need to make more money … and you need it now!

Is it possible that:

• Previous good markets turned you into an order taker, and you forgot how to sell?
• You’ve worked your trap line for years, and it’s finally dried up?
• You’ve convinced yourself that there is no business to get?
• You just aren’t trying anything new to get new business?
• Your selling skills are a little rusty?
• You are talking too much and not listening for opportunities?
• You just don’t know what to do about it?

If you are not selling as much as you’d like or if you’re not making as much as you’d like, don’t blame it on the markets, competition or others. It’s time to forget the excuses and begin to accept accountability for any shortfall in sales volume or your paycheck.

Leaders are always accountable for results. If you are going to manage your sales responsibility as if it is your own business, you need to accept full accountability for the results.

To learn more about How to Sell more in a Down Market, or to read a section – Click Here

To learn more about our Sell More in a Down Market Workshop – contact me directly – randy@randallwade.com

Return to LeadersEdge 360 Home Page

Leadership Self Assessment

I came across the following leadership self assessment that may help you determine if you are fit to lead.

Simply answer the following questions yes or no, then determine if a leadership coach can help you improve your fitness to lead.

These questions were adapted from “The Tests of a Prince”, by Ivan Lansberg, Harvard Business Review September 2007

  • Does my experience and training fit the leadership role I’m in?
  • Am I in tune with gaps in my personal development?
  • Have I produced meaningful results for the organization?
  • Can these results be measured objectively?
  • Are my expectations reasonable?
  • Are my expectations achievable?
  • Do I take responsibility for delivering on my responsibilities?
  • Does my team need work? 
  • Do I enjoy a challenge?
  • Have I thought about our strategy for success?
  • Do we have the resources we need to succeed?
  • Am I willing to put in extra effort to be successful?
  • Is my team motivated?
  • Am I aware of what my rivals say and do to undermine me?
  • Is my message clear to everyone?
  • Am I described as fair?
  • Do I place integrity and the organization’s interest above everything else?

Leadership development is an ongoing process … these and other questions can help you assess where you are relative to your development. Additionally, a leadership 360 assessment can shed a tremendous amount of light on your leadership fitness – as viewed by others.

As your personal leadership coach, I can help you accelerate your leadership growth and development.

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