Kevin W. McCarthy

The Professor of On-Purpose

Leadership

Are You Line or Staff?

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Think Inc! is Pillar 2 in The On-Purpose Business Person: The Mindset.

 

Being a line manager or staff person defines the role of one’s job, but it need not define your attitude and approach to your job.

In this On-Purpose® Business Minute, let’s explore a structural reality that affects on-the-job performance, often negatively. It need not be so if one is simply willing to see the job differently and Think Inc!—the mindset of being a line leader even if you have a staff job.

The absence of leadership is often cited.

When you’ve had a lousy customer service experience it is most often because someone wasn’t willing to make a decision or someone else away from the situation had created a broad, inflexible policy. There’s little worse than having a customer service person (staff person) cite you the limitations of their job and why they can’t help you.

When the overarching cloud of their superior’s policies outweighs the frontline person’s inherent common sense and desire to do right for their customer, everyone suffers.

Here’s an example from a few years ago. Judith and I were flying from Washington, DC, back to Orlando on a 6:00 PM flight. I discovered there was an earlier flight to Orlando at 3:00. We showed up at the airport at 1:30 to see if we could catch a ride on the early flight with US Airways. Good news—they had plenty of seats and would be happy to change our seats for $75 each. Being a travel veteran over the decades, I said, “What if we fly standby and take open seats on an as-available basis?” It seemed like a straight-forward logical win-win request.

Stupid me! I was told that we couldn’t get on the earlier flight because “US Airways needed to generate revenue on those seats.” Pardon me, I thought I had paid for two seats and they were already generating revenue from our business. Under the logic of airline seats being a “perishable product” my practical argument was, “Hey, if the empty seats haven’t filled within 90 minutes of flight time, don’t you have a higher probability of selling seats on the later flight that is almost full?”

What was I thinking? “Why should US Airways want to take care of the passengers standing at the gate while increasing their own odds with getting some yet-to-show-up new passenger to pay for the later flight?” But that’s the way my mind works.

US Airways, however, has a scarcity mindset … the customer wants something we have, we already have their money, so let’s gouge them for some extra revenue instead of accommodating their request. Even the ticket agents and customer service person were visibly unhappy about having to enforce a logical customer request that was thwarted by policies called, “We need to earn revenue on that seat.” I was given that as an excuse by multiple people over numerous times. Wow, how degrading and transactional to quote policy like that to the customer.

By the way, we decided to hang on to our $150 and took our scheduled flight.

US Airways gets my nomination for being off-purpose with this matter. Not surprisingly, a Google search for their corporate purpose, vision, mission, or values reveals none.

To the credit of US Airways, their front line counter agent and supervisor tried to be helpful within their limitations. We traveled home safely and for that, I’m thankful to US Airways.

Be On-Purpose!

Kevin

 

Humility Matters: Who Is Keeping You Real?

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So you think you have this on-purpose thing mastered in your work life?

Yep, as you’re getting more and more on-purpose you’re being sought and placed into positions of leadership. Your star is rising.

Now for the bad news — there’s a downside to being on-purpose.

Guard against the arrogance of being on-purpose or, ironically, you’ll end up being off-purpose.

Success can breed a winner’s arrogance versus a servant leader’s confidence and humility.

Who is keeping you grounded and real? It better be someone!

Are you a business leader looking for an executive coach to give you a true perspective on your personal self-importance reading? Below are some great referrals for you and me. Tell ’em I sent you.

1. Mary Tomlinson in Raleigh, NC. Email Mary. Mary has a stellar corporate executive background at Walt Disney World plus 16 years of being an independent coach, consultant, and speaker.

2. John Smith (yes, his real name), my mentor. Email John. John has a decades-long career in the ministry of serving CEOs.

3. Dave Vogelpohl is a senior-level business advisor with both big business experience and small business consulting insights. In recent years, Dave has been doing a lot of church consulting—when I’m not bugging him to help me sort out options.

4. Kevin W. McCarthy. Yes, I’m available for business advisory services to help individuals and organizations to be on-purpose.

Why Is Life So Hard?

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In this On-Purpose Minute we’re exploring one of the greatest hidden impediments to living a better life: confused language, in general, and—specifically—the words of strategy and planning. Purpose, vision, and mission are used synonymously though they are not the same. Each has a unique quality, capacity, and meaning.

Each strategic term of Purpose, Vision, Mission, and Values answers a TOP Pal 2014 w copyrightspecific question and speaks to a distinct aspect of personal and organizational strategy.

Purpose: Why do I exist? (Being: Identity and worth)

Vision: Where am I going? (Seeing: Direction and dreams)

Mission: What do I do? (Doing: Planning and action)

Values: What is important? (Choosing: Decisions and importance)

On-Purpose, therefore, is when your heart, head, and hands are aligned and integrated with the highest values.

On-Purpose® is both a process and state of being strategically integrated while giving practical expression to who you truly are. You prosper others and yourself—it’s a win–win. As a result, you can’t help but make a difference.

Too many of us live our lives desperately seeking “to make a difference.” It is a noble aspiration, but a misguided approach. When the focus is the result and not the cause, then we’re almost sure to get distracted and detoured.

Instead, focus on becoming the personal leader of your life.

Know who you are—really.

  • Write your 2-word purpose statement.
  • Invest the time to clarify your vision and missions.
  • Specify your values—the boundaries and guidelines of your life that matter most to your overall health and well-being.

Need help? Explore The On-Purpose Shop for books, tools, coaching, and more.

Decay and destruction are easier than growth and construction. Being on-purpose is work … but consider the alternative. And that, dear reader, is why life is so hard.

Rock-paper-scissors chartRock–paper–scissors chart (Photo credit: Wikipedia)

When there isn’t agreement on the definitions of Purpose, Vision, Missions, and Values—but plans are made with them—then those plans are confused. Confused plans result in under-performance. Under-performance calls for a review and update of the plans. Rock–Paper–Scissors!

Can a good old game of Rock–Paper–Scissors help you to unlock the difficulties of your life?

Yes!

  • Rock breaks scissors.
  • Scissors cut paper.
  • Paper covers rock.

We know the rules and the game.

The problem isn’t the process, tools, or sincerity of the people. The problem is outside of the system. The terms of leadership and strategy are confused so the entire “game” is rigged against you to almost always fall short.

Have you ever asked yourself, Why am I so frustrated and overwhelmed? Do you think you’re crazy or something is wrong with you?

If you’re crazy, then you don’t know you’re crazy. If you think you’re crazy, then you’re sane enough to know you’re not going mad. All this, therefore, means you aren’t crazy—just stressed, worn, and detoured from the life of your dreams but not the life of your reality.

When the world within us is confused, directionless, and searching, to assume the world outside of us is going to magically provide what we’re looking for is stepping on the unhealthy path of voluntary victimhood.

To make sense of the world about you, make sense of your life.

Start with consistent definitions of purpose, vision, missions, and values. Then, answer the questions above. The On-Purpose Person provides the method and steps to lead your life on-purpose.

What Is Your Cost of Poor Direction and Communication?

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At a client management roundtable I facilitated, the participants emphasized the lack of direction and communication. Their sentiments were echoed and validated by an employee survey. When asked to perform a financial assessment on the cost of poor communication and direction, within two minutes these leaders had calculated over $12 million in costs or 25% of the company’s gross revenues.

Is this high cost an exaggeration? Not at all. Their experience is typical.

Through the years I’ve invited clients to assess the cost of being off-purpose. Consistently, it is a breathtaking percentage of revenues. Here’s why: every line item on the financial statements is affected. The effect, however, is mostly indirect so the true cost is out of sight on the typical performance metrics.

Broadly insufficient direction and communication reflect on the top leaders. Experience tells me it isn’t that the top leaders won’t direct or communicate, it is that they don’t know what to communicate.

Direction and communication are deep strategic matters residing in the office of the CEO and C-suite.

Purpose, vision, missions, and values form the basis of core strategy that informs the business plan. Generalities instead of strategic clarity muddy direction and communication. When the leadership and management team are fuzzy, then the supervisory and frontline people are left guessing what to do.

Interestingly, those who “guess” better than most, get promoted. They imagine being in management will give them the opportunity to manage better than they were managed. In fact, they soon discover they’re just closer to the source of the problem and are even more exposed to the risks of managing through the mud. This can lead to a feeling of being squeezed between upper management and frontline workers.

On one hand, one wants to be loyal to their employer; yet, on the other hand, it is really hard to defend dumb policies and procedures with no basis of strategy or logic. In top management’s defense (to some degree), it is a fine line to walk between leading and managing versus dictating and micromanaging.

If you are the CEO, figure out your strategy and direction and commit yourself and your team to being true to it. Sell it consistently with great internal communication and reward right behaviors.

One of the great movie lines of all time comes from the movie Cool Hand Luke starring Paul Newman. The chain gang prison captain says to Luke after rendering a whipping on him, “What we’ve got here is … failure to communicate.” Watch Video.

Indeed, we do have … failure to communicate. Imagine being in my shoes and seeing huge gains and savings to be had in a business, yet the leader is out of the comfort of his or her experience or they assume they are communicating.

Expecting others to be mind readers is frustrating for everyone.

Purpose is the beginning of clarity in life and business. It pays big dividends to be on-purpose.

 

 

Have You Had Your Profit Epiphany?

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Profit-making has a bad rap.

Too often we associate profit with greed.

Truth be told, greed is an attitude of the heart that is often revealed in business but isn’t inherent to being in business.

If your heart’s desire is to truly be of service to others, then greed is likely not going to be your problem. Your challenge is just the opposite—you run so far from the appearances of greed that you overdeliver and undercharge so often that your business is hanging by a thread. Check your mindset and see if I’m right!

This On-Purpose Business Minute may be just the message you need to hear to awaken you that it isn’t your marketing, sales force, or operations that needs the adjustment—it is your internal posture about profits in need of repair. 

 

Creating Customer Service Excellence?

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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 I Become A Leader?

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In a conversation with a very financially successful woman she confessed to me “I am not a leader.” Her sincere, albeit inaccurate, self-assessment stunned me. Not only did I respect her as a leader, I knew a number of others who shared my opinion of her. 

It didn’t matter what I or others thought of her. She didn’t see herself as a leader, so she wasn’t. But I did have a long conversation with her to share some of what is in this On-Purpose Minute video and text.

Just as I believe we’re on-purpose persons in creation, I believe we’re all leaders in creation, too. Image of two hands with one finger of each touching, with the quotation "Every person is a leader in creation."

Here’s why: We are all leaders at some place, in some topic, at some time, or with some people. Clearly, there are those of us who are more naturally front and center in visible positions of leadership. 

The conversation with the woman got me thinking about those who don’t see themselves as leaders. With this On-Purpose Minute, my hope is I can awaken you to your leadership in small areas so you can leverage these as building blocks to grow your personal leadership.

Here are Five Tough Shifts in your thinking to become a leader:

  1. Recognize where you presently lead
  2. Relabel yourself as a leader
  3. Know yourself better
  4. Practice your leadership skills by leading your life better
  5. Realize you won’t please everyone

Feel free to add your suggestions in the comment section below.

This is a classic On-Purpose Minute. The On-Purpose Leader Experience is NOT being offered this May. Below is a link to a preview of one from May 2012. 

 Here is a link to a preview of The On-Purpose Leader Experience.