Employment

Business Building: A “ME” or a “WE” Business?

December 7, 2017 By kwmccarthy

Business building is exciting.

Don’t let the excitement get the better of you. There’s a fork in the road in your business design that is too easily missed or goes unrecognized. The strategic and performance implications are profound.

If you are planning to start up a small business or are already running one, then you have a deep leadership decision about the orientation and attitude of your business as a “ME” business or a “WE” business. This orientation will play a major role in defining your corporate culture as well as the long-term sustainability of your organization—even its viability to be sold.

Here are two basic ways to go about business building:

M.E. = My Ego

W.E. = Winning for Everyone

Many professionals’ offices and mom and pop businesses are “ME” businesses simply by default or lack of knowing any better. “ME” businesses may provide adequate customer service, but they are more likely a source of periodic customer service nightmare stories.

Being a business advisor for over three decades, I’ve observed that most ME businesses do not have happy endings for the business owners who are unaware of the “ME or WE” business model. Either the business success is so dependent on the person that there isn’t a viable exit strategy, or the reputation of the business is so poor there’s no goodwill worth buying.

The employees are workers doing the owner’s bidding, so in the boss’s absence they’re lost or unable to act independently.

Sale of the business is next to impossible, or it will be bought for pennies on the dollar.

Family members capable who would be a logical part of the succession planning have long since departed the scene to carve their own way. Or worse, they’re still around as dependents. This latter situation can get ugly fast.

Generally, these ME enterprises close when the dominant or alpha personality departs by either retirement or death. If by chance, the business is sold, the valuations are almost always discounted or only asset-valuations based because the business is so revenue and operationally dependent upon the owner.

However, if you’re unwilling, unable, or just don’t care about the long-term sustainability or saleability of the business, and if you’ve made an informed decision about having a “ME” business, then press into it all the way.

As long as you’re building a ME business by design and you understand the downside and can accept it, then there’s nothing inherently wrong with just shutting the doors when you’re done.

“WE” businesses are looking for win-win outcomes for everyone involved.

Candidly, the “Everyone Profits” mindset is a challenge to design, create, and execute, but done well is far easier to sustain and manage. (Here’s a huge tip: use The On-Purpose Business Plan as a guide.) When the people thrive, the business is more likely to follow suit.

An owner who cares about people infuses that attitude to the employees, who pass it along to the customers, who in turn send their referrals.

The spirit of customer service begins with a decision about whom the business serves. If you’ve never thought about your business orientation as “ME” or “WE,” then invest a few minutes to take a hard look in the mirror. I promise you that you can improve your lifestyle, position, and business performance if you will make a decision regarding your business orientation and then take it deeply one way or the other.

Don’t stay in the mushy middle. Pick a direction and run to it.

The On-Purpose^® Approach is a service concept with “WE” checks and balances. Yes, it is more difficult to design and develop, but it brings a sustainable and durable dimension to the business. If you need help forming or transforming your “WE” business, let us know. We have business advisors who can guide you regardless of the size of your business.

Creating Customer Service Excellence?

June 8, 2017 By kwmccarthy

Customer service is first an attitude before it is a behavior. Too often we focus on creating excellent customer service skills but we neglect the well-being and perspective of the person delivering it. How a customer is treated makes all the difference to their impression, experience, and promotion—yes, promotion—of your business.

Treat your customers right—first, because it is the right thing to do in a civil society. Second, treat them right because it is really smart business.

Do you have a concerted effort to improve the customer experience? If not, why not?

Customer service would appear to rest mostly on the shoulders of the front-line person interacting with the customer.

But does it really? Long before the customer relationship begins the top leaders of the organization hire the employees, set the standards, make investments, train managers, and create training programs.

The front-line employee is an easy target when things go wrong with customer service complaints. Admittedly, the front-line person does have a high responsibility. The fact is customer service improvement is a joint effort unified and girded by the strength of personal leadership across the entire team.

If your customer service levels have plateaued below your standards, then consider that you might have a systemic problem rather than a people challenge. Look to your business strategy, departmental cooperation, hiring, technology, training, or any number of issues under the purview of the “Customer Service” department.

Customer service skills training may provide a quick fix, but it is rarely a long-term improvement in the customer experience.

Watch this On-Purpose Minute, “Do Good Manners Matter?” about the importance of manners and the Ritz-Carlton approach to serving “ladies and gentlemen.” Having recently stayed at the Ritz-Carlton in Buckhead, GA I can tell you that this approach remains alive and well.

How On-Purpose Partners can help you

If you lead the company, you may need an assessment and recommendation to shift your corporate culture toward customer service excellence. We also offer one-on-one executive coaching as well as training and development programs designed to help your team members become TOP Performers and excellent in their customer service. Email us to arrange an appointment.

How Do You Get the Job of Your Life?

May 9, 2017 By kwmccarthy

Note: This On-Purpose Minute first posted on Nov. 27, 2009, and remains relevant today to finding meaningful work.

This On-Purpose^® Minute is geared toward helping you find meaningful work where you can be real, prosper, and make a difference regardless of your employment situation. For coaches, consultants, and solo owners — with some translation — what you learn here is also true for finding meaningful “client work.”

Recently, a corporate recruiter I met shared that for every job her company posts there are 300 applicants. In the face of such competition, how does one sparkle like a diamond?

It breaks my heart when I see job seekers playing the numbers game of firing out resumes and job posting on bulletin boards for any job opening there is. While I agree that any income is better than no income, they are playing a very low percentage game that far too often produces a less than desirable outcome for everyone involved. It is a poor investment of their time.

In this On-Purpose Minute, this “backward” approach is illustrated with the tennis balls as 3–2–1. Conforming oneself to fit the job may be an applicant’s sincere and hopeful effort, but it is generally an un-strategic and unproductive activity.

Chasing a paycheck and benefits while ignoring who you are, sells everyone short—especially you. It is likely you’ll too soon find yourself on the job turnover cycle unhappy, defensive, and shrinking in your role. The effect is a depreciation of who you are and a growing loss of confidence.

Instead, the 1–2–3 strategic plan builds upon the On-Purpose^® Approach by beginning with your purpose (who you are and becoming) and then adds searching for the best places or opportunities for expression. Rather than a job, you’re looking for a position. A position is a proper fit, a launching pad, and a meaningful place where you can make a difference.

Yes, in searching for a position, it is demanding to have to think through who you are and what truly matters. It is even more demanding to do the research on employers where you are a better fit. And just because you’ve found what appears to be a great fit doesn’t necessarily mean you’ll get hired. Admittedly, because of our investment in researching the company and position, the rejection stings all the more.

Despite all these hurdles and emotional risks, you’ll gain a lot. You’ll learn more about yourself and how to market and position yourself for a higher probability of success. You are more likely to make a positive impression and build a relationship that just might open the door to your next opportunity. Of course, the ultimate reward is finding a position where you are valued and expanding into your promise and possibilities. The effect is an appreciation of who you are.

If you must play this numbers game, don’t do it exclusively. Know who you are and target your search to your heart’s desire, your head’s understanding and vision, and your skill set.

Need some help sorting it all out? Check out MyWork-ONPURPOSE.com.

Here are some tips for positioning yourself for your next best employment situation:

Know your 2-word purpose. Go to www.ONPURPOSE.me and in just a few minutes you’ll know your life purpose.
To find the “job” of your life, your first job is your life. Be a personal leader of your life. Take responsibility for your attitude, appearance, and presentation. Have you written your personal purpose, vision, mission, and values? Given age appropriateness, do you really know who you are?
Think in terms of how best you can help the employer accomplish their goals. For example, figure out ways that you can help your potential employer to: make or save money, grow sales, create a better working environment, improve customer service, or innovate.
Use the Think Inc! mindset (read The On-Purpose Business Person). In other words, approach the open position as if it was a business, not a job. And you are the president of the business. For example, if you were applying to be a receptionist for a company, pretend that you are a “receptionist consultant” who comes in and looks for ways to improve the performance of the job so the company and people around you are benefited.
Add value to the relationship. If in your research, you’ve found a potential employer that offers acceptable pay and benefits, then take the focus off of what you can get from the job and immediately look for ways where you can make a difference on the job. Oddly, this means you’re going into the process asking most of the questions instead of answering them. Uncover where you fit and can contribute.
Have your LinkedIn profile up to date and written in such a way that it is a marketing piece, not a resume. Have a friend who actually hires lots of people review it and take their candid feedback about what works and doesn’t.
When you find a target employer, research them. Go online and read their strategic statements of purpose, vision, mission, and/or values. Dig into their culture. Scan the Annual Report. Understand their strategic initiatives. Find the names of people who work in areas of your interest paying particular attention to VPs and Directors. Research their industry. Understand trends, jargon, terms, and what the hot topics are. Be knowledgeable, but don’t try to fake expertise or pretend you know more than you do.
Leverage your social media connections like LinkedIn to find people who work in your target company. Don’t call or connect with them about needing a job. Instead, pick up the phone and say something like, “Can you offer me some insight about your company?” Listen for them to say yes or ask how. Then say, “I’m considering coming to work for your company. I want to know what kind of place it is to work for before I go any further with my position search.” Have a couple of company-specific questions to ask and then listen. For example, “Your annual report says you’re expanding your XYZ product lines into the ABC market. If you’re free to discuss it, what are the opportunities and challenges associated with this strategic move?” Another question: “Your online career center says your company offers ample training and upward mobility; please share with me, what has been your experience?” Create a sincere relationship, not a ploy to ask for a job. In fact, don’t ask for a job. Respectfully and politely ask for insight, guidance. If you make a great impression, you might have an internal champion. Close the call by asking for permission to call back again if you have more questions.
Be bold, not brazen. Once you’ve determined through your research that you can truly add value to the company, then go in with confidence versus your hat in your hand desperate and begging for a job. Confidence matters. In your preparation, you’ve figured out how you can make a difference in their area of interest. Therefore, ask hard questions to confirm or adjust your understanding of your positioning.
Express your sincere interest in the position backed up with genuine reasons why you fit their culture and strategy plus how you can contribute. For the receptionist example, “I’m very interested in the receptionist position because I can already see ways that I can organize and streamline the flow of people and information that comes in and out of the company front door. Meeting new people is something I love to do and just sitting in the lobby I could see the interesting mix of people who come to the business.”
Have fun. Researching and learning about companies via their public and private personas is interesting. Remember there are no perfect companies so you’ll learn the good and the bad. Your knowledge is power.

So let me know how your “job search” goes.

Be On-Purpose!

Kevin

Are You Managing Your Profits?

March 9, 2017 By kwmccarthy

Profits are the lifeblood of any business. Without them, the business dies. However, the body of the business is your strategy, structure, and systems that are organized and managed in such a way that profit is the natural outcome.

It is so easy to get focused on managing to a profit that we forget the body of profit creation. Avoid falling into the pit of managing numbers and forgetting that profits are the result of a team of people being well led and organized to serve a customer base with sufficient value to produce a profit.

Your profit and loss report makes a statement about what matters most in your business leadership. “Follow the money!” was the advice of Deep Throat, the Watergate secret informer. Following the money reveals much about the priorities of the business leaders and managers.

Your definition of profit frames your leadership and management methods. If net profit is only about the dollars and cents, then your cost of doing business is likely too high because you’ll have high turnover of team members and customers. Profitability is a financial as well as a human measure for adding and creating value. Ignore either one and your P&L will suffer. Invest in both and you’ve increased your probabilities for profiting.

Everyone profits when we recognize it is profits AND people, not profits or people.

Yes, financial profits matter. Integrating people and profits is the role of leadership and management, respectively. So how are you doing?

In the long run, your business’s valuation will reflect the attitude and excellence of the corporate culture you’re establishing. Short-term fixes (coupons and discounts) to stimulate profits are drug-like highs and can often undermine or compromise the core values of a business. This sends your best employees scurrying to the doors because it signals leadership panic plus a loss of stability and commitment to the people and brand promise.

Want to increase your profits? Increase your contribution, capacity, and capability to add value to your employees, customers, and stakeholders. Always look for substantive ways to create fundamental improvements in profitability. Everyone profits when we recognize it is profits AND people, not profits or people.

What Do You Do? (The “Do Do Dialogue”)

January 26, 2017 By kwmccarthy

You’re at a business or social event and the inevitable question arises, “What do you do?” Now is the time for your “Elevator Speech” to kick in and smartly sell your product or service. Or is it?

Most often we tell the inquirer our job category (e.g., I’m an accountant, plumber, salesperson … ) or job title (VP, realtor, sales representative) and where we work. At this point, the conversation often goes relatively quiet as they offer an unknowing, polite, or perhaps perfunctory response about your work, “That’s nice.”

If you dislike your work, perhaps ending the conversation about your job plays to your advantage by avoiding a disheartening conversation. It may also be that the person was simply making polite conversation and has no real interest in your business.

The other extreme is the canned elevator speech where your tightly crafted unique selling proposition is flawlessly presented worthy of a Toastmasters’ award. You’ve rehearsed it over and over so now you’ve said it. What do you get in return?

“Oh! That’s nice,” again. Then the person walks away for fear of being sold or bored by a rehearsed jerk with robotic responses. You were insensitive to the person.

No one likes to feel stupid or feel like they are being sold. Under either approach, at best they only have a shallow concept of what you really do and how you truly make a difference for your clients or customers. In short, you’re either putting them to work figuring out what you do or you’re working them over with your sales pitch.

The Do Do Dialogue takes a bit of thinking on your feet mixed with some advanced preparation. The goal isn’t to sell or present. Rather it is to discover how you can help them, how they can help you, or what a referral or recommendation looks like for either of you. (Yes, some of us actually think that way from the start).

Assuming, however, that you are an on-purpose business person working in an on-purpose position, then you truly are interested in the on-purpose business approach of Doing More Of What You Do Best More Profitably. If that’s the case, then your response to their question just short-circuited an organic opportunity to earn a new client or gain a source of referrals or just make a friend.

Instead, what if you had a respectful and relevant response that actually got the person interested in what you do—or at least more interested—while providing a clear understanding of your on-purpose customer?

In either a business or social setting, before you show up, think about where you’re going to be. Who you’re going to meet. This gives a huge clue as to appropriateness of response. If you’re at a neighborhood block party or the Chamber of Commerce Lunch, then you’re walking into different settings. Be wise to that.

Here’s the social setting response when asked, “What do you do?” I quickly assess whom I’m speaking with: a retired person, a young mom, an unkempt teenager, or a man in his working years.

“Do you know how many (retired persons, moms, teens, or working adults) often feel that their life is meaningless?”

Their response is typically, “Yes.”

Then I say, “I help my clients write their purpose in life and make decisions that are aligned with it so they are on-purpose rather than off-purpose.” The next question from them is typically, “How do you do that? Are you some kinda life coach?”

My response isn’t to directly answer their question, but to probe a bit further. “Why do you ask? Do you know someone who is looking to know their purpose in life?”

At this point they’ll talk about themselves or someone they know. Now I can probe further. “Tell me about that.” So rather than telling them I have a company that “does life coaching,” I model it for them by becoming interested in them.

In a business setting, I’ll assess the person but unless I know otherwise, I always assume they are a P&L business leader because that’s my clientele. I want them to get someone in mind who needs my help.

I’ll say, “Do you know how stressful it is for (business owners, sales people, executives) who are charged with making (a profit, sales, a budget)?”

Their response is typically, “Yes.”

My next “do question” is likely to be, “Does someone come to mind?”

Again, they’ll either self-identify or get someone in mind. Then, I probe further, “So what’s that story?”

Each of these series of questions has the potential to open up a powerful conversation about either the person or someone they know and just might introduce you to.

Learn the “Do Do Dialogue” and you’ll transform small talk into engaging opportunities. Who knows, you might just gain a new client or a referral and truly do more of what you do best more profitably.

Subscribe for free to The On-Purpose Minute and On-Purpose Business Minute. Enroll by clicking here and following the instructions.

Employee Engagement: How Are Your Three E’s?

October 27, 2016 By kwmccarthy

Peter Drucker, the famous management guru, spoke of doing business with effectiveness and efficiency. Let’s add another “E” to the equation: Engagement, as in “employee” engagement. Learn to assess your career and business using these 3 E’s and you’ll be amazed what might be revealed about your career, team, or business.

Engagement has more recently come to the forefront of employee discussions by The Gallup Organization. I admit to being a huge fan of their work on Employee Engagement. Twenty years ago, I had the pleasure of partnering with a Gallup leader on a client assignment, and I was roundly impressed. Several years back, I reconnected with their work again through a client’s company. Their books and StrengthsFinder survey are first rate as well.

Jim Harter, Ph.D., author of New York Times bestseller 12: The Elements of Great Managing, talks about the power of Gallup’s 12 questions at this Gallup site.

Team Engagement is one of the primary measures for a Chief Leadership Officer™. If you’re leading a business, then you need to get your head into this topic. Leadership of people is the future — engage with it! Be a CLO

Efficiency. Effectiveness. Engagement

Chapter 7 of Chief Leadership Officer will positively rock your take on employee engagement. Basically, the very use of the term “employee” dooms the engagement effort to failure. An employer-employee relationship is transactional. Whereas, engagement is relational.

Chief Leadership Officer – order your book today!

Leaders: How Is Your View of People?

June 22, 2016 By kwmccarthy

In Chief Leadership Officer, you’ll be introduced to “The Complete Competence Model” which is the next generation of “The 3 Views of People” model shared in this On-Purpose Business Minute.

Click on the image to pre-order Chief Leadership Officer until June 30, 2016 and get bonus rewards.

How Is Your View of People?

Your response reveals your preferred place for leading. It tends to reveal how you view others as being competent. Until we learn otherwise, many who lead teams will project their preferred perspective onto others. It is a subtle form of, Why can’t they be more like me? Setting yourself as the standard sets everyone else up to fail which undermines the business performance.

Each person is unique and can bring a measure of unique contribution to even the most routine of work.

For example, On-Purpose Partners ships books and products from the Winter Park, FL Post Office branch. At the counter is a postal clerk named James. He resembles the comedian Joe Piscopo. James is literally a stand-up clerk offering ongoing entertaining commentary and laughter all day long. He brings out the best in his peer counter clerks as the banter between them all keeps things moving along. By the way, when the other clerks have a problem it is James they turn to. He knows his post office stuff. Many a postmaster might try to make James conform to a more “professional” decorum. Instead, he makes the wait tolerable and the service more than acceptable.

There are 3 Views of People:

Expert — aspires to technical proficiency and sees the world through tasks to be done
Manager — organizes teams of people and sees the world through projects
Leader — sets culture and sees the world through results

Purpose informs all three points of view. This is one of the many reasons why The On-Purpose Principle is the essential basis for unifying people.

Few of us fully reside in a single view. Rather we’re a blend of all. Knowing your dominant preference, however, provides insights to job satisfaction, performance, and even future advancement.

This speaks to the nature of fit. As a business advisor for over 3 decades, I’ve come across all kinds of challenges in organizations. One of the best disguised is this problem of poor fit between a person’s view of people and their role and responsibilities on the job. It is an often overlooked dimension that can create disasters or delights.

Years ago when I worked at a company, I was part of the hiring process for a property manager. When I asked this woman what she thought was her weakness she bluntly stated, “I don’t like people.” I shared my concerns with the hiring manager who hired her anyway. She was a good property manager (technical), but wreaked havoc in the office relationships and with tenants (manager). She so fouled the workplace that no one wanted to work with or for her (leadership). Even vendors complained.

The Complete Competency Model isn’t just a makeover of the Peter Principle which states that people eventually rise to their highest level of incompetency. People view may be one of the underlying causes of poor job performance and fit.

When there’s good alignment or fit between the person and the work, people view melts away and can often be taken for granted. Like good health, when we have it we’re prone to forget about it. But once we’re sick or injured we so appreciate what we used to have.

After watching this On-Purpose Business Minute, assess your people view with your job fit. What you discover about yourself could be very enlightening and rewarding to your long-term health, job satisfaction, and earning capacity. Coming to terms with this, however, may be another matter all together.

Having worked with business leaders and CEOs over my career, I’ve seen firsthand the price that is paid by a person and an organization when there is a clash of people view and the requirements of a job. Because my work is most often in the C-Suite, I’m especially alarmed when I find a “leader” who is really put off or bothered by people. They may be respected experts in their field, but they have little to no aptitude for leading and managing. That’s fine, but why have them lead? (When I raise this matter, it often gets tenderly complicated for me, the business advisor, when the misfit is the managing director, owner, or CEO of the enterprise. In some cases, however, this brings a sense of relief for the person because they better understand who they are and we can develop a plan of improvement or a workaround.)

On the other hand, the best leaders love and care for people, are effective at managing, and have mastered tasks sufficiently to have paid their dues and risen through the ranks to have the respect of their reports. Ultimately, it is their people skills that create the separation from good to great leadership.

True leaders are culture creators by design, not by default. Typically, they’re not the go-to expert in various fields, disciplines, or technologies. Their currency comes in denominations of their presence, decisions, manner, and tone. They get people working together. Leaders press the flesh and are visible. This isn’t out of ceremonial duty, but from a genuine love and respect for the people who follow their lead. Leaders are often reflective and thoughtful, and they know how to set healthy boundaries to avoid burnout and bitterness for others and themselves.

CLO cover 1 — *Chief Leadership Officer* will rock your leadership perspective for good! Click the cover to learn more.

Do yourself a favor and take today’s message to heart. Where are you? Where would you like to be? If you need help creating your culture so it is on-purpose, then email us to consider some On-Purpose Executive or Personal Coaching.

Does This Sound Like TOP Performer?

March 25, 2011 By kwmccarthy

In 1998 when I wrote The On-Purpose Business, I shared the concepts of employee engagement on two dimensions: "Technical" and "Tingle." Traditionally, most employers hired on the Technical merits of a candidate – how well they fit the job description. With Tingle, the idea was to identify how well aligned the candidate / employee and the company were with purpose, vision, mission, and values. In short, pay high attention to the culturally fit and cause connection. The On-Purpose (TOP) Performers are those who bring both Technical and Tingle.

Truly, I had heads of some very large organizations tell me back in the 1990s that I was wasting their time. In one case I was hired and fired as a consultant to a hospital service organization to address massive turnover in a low skills job. By simply rewriting the position posting and advertising to reflect and attract high tingle interest and seeing the job for what it could be, I calculated that my concept was worth over $250 million/year in cost savings system-wide. Plus, it would have improved patient safety, care, and experience while easing operational tension. A ridiculous "waste of time," huh?

Fast forward now to the SXSW 2011 Conference in this Fast Company Magazine panel interview moderated by Anya Kamenetz and featuring Alexis Ohanian (Reddit), Chris Hoyt (@TheRecruiterGuy), and Scott Belsky (Behance). Invest a minute and nineteen seconds to see what is discussed as the future of employee engagement.

As forward thinking as The On-Purpose Business was in 1998, only about 10% of the concepts in this book are approaching the mainstream. Most of this is because so few people really understand the power in purpose, let alone how to harness it for the good of self and society.

You are ahead of the curve… on-purpose!