Saturday, March 28, 2009

Wanted: Principled Leadership

We’ve been inundated in recent weeks and months by one word “crisis”. No one seems to know how bad things really are and fewer still have solid, common sense ideas for fixing what is wrong. What seems obvious is that the problems we face are global and it will be a while until things get better.

I have been observing our political and business leaders pontificating about their plans and defending their actions but one thing has been absent from much of the dialogue – principles. When things are going badly, either personally or professionally, it can often be attributed to a lack of principles (or straying from them). For example, if you eat unhealthy foods while seldom exercising, the consequences of your actions will likely lead to an early death. There are fundamental principles associated with our bad habits and they can kill us.

In the case of the financial malaise our nation is facing the principles seem clear. If you lend money to a homeowner with bad credit the loan will default, regardless of how many ways you repackage the equity investment. When a business gets greedy and makes bad choices they need to fail and reorganize with a different structure and oversight. A child that is repeatedly rewarded for mediocre behavior will never learn responsibility and how to cope with disappointment.

I believe most people look for ways to delay suffering and pain. Leaders are not immune to this practice and it is bad for business. When we make a poor hiring decision but avoid dealing with it the rest of the team must now live with the consequences. If we fail to act in the face of a market downturn or new industry trend, sales will likely fall. Leading without principles may provide short-term relief but the underlying problems will remain unresolved.

What principles are important when things are going badly? One is simply to tell the truth. Another is admitting you don’t have all the answers. We must be willing to make real sacrifices instead of just delaying the pain. These are not easy choices which is why many leaders aren’t willing to make them.

Imagine what would happen if our political leaders stopped pointing fingers and started accepting responsibility. Suppose they focused on renewing the founding moral and religious principles of our nation. The best thing we can do in this, or any crisis, is take our medicine (regardless of how bad it tastes). Denying reality, delaying the inevitable, or rewarding bad behavior is the hallmark of unprincipled leadership. Let’s hope we have the courage and discipline to find and live by principles again before it’s too late.

Saturday, March 21, 2009

It’s a Dry Bones World

This week’s journal was inspired by the message of Ezekiel 37. I don’t usually use poetry to capture my ideas so I hope that regular readers will still appreciate my sentiments.

It's a Dry Bones World

The valley floor is cluttered with them.
Millions of dry, decaying bones,
Scattered lifeless and still.
Remnants of dreams unfulfilled,
Promises broken,
Passions suppressed.
All dead and forever lost.

Tears blur my vision as I walk silently,
Carefully through the rubble.
There are no words to describe the pain
Of opportunities wasted,
Relationships abandoned,
Challenges unmet.
This testament to futility.

I raise my eyes to God
And cry with desperation,
Why am I in this place?
What can one voice do to change anything?

The answer shakes me to my core,
Mortal, speak my name and these bones will live.
Prophesy to the world.
For my joy reigns,
My love lives,
And hope remains.
Share this message with conviction and courage.

I gaze into the eyes
Of these who are dead, this dry bones world,
And I speak resurrection language.
Come, four winds,
Breathe fresh and new,
Let these bones live.
The silence echoes every syllable.

A deafening noise ensues
Permeating the valley like rattling thunder,
As bone meets bone.
Standing together as one,
Restored and renewed,
Like a multitude of silent sentries.
Each prepared to change the world.

The sight before me now makes sense
The vision’s meaning clear.
This is about my future.
My dreams fulfilled,
Promises kept,
Passions expressed.
If I am only willing to breathe and live.

Sunday, March 15, 2009

Where's the Beef?

In 1984 the Wendy’s hamburger chain unveiled a new television commercial featuring three elderly ladies standing at a fast food counter with their eyes fixed on an over sized hamburger bun. Two of the ladies take turns examining the roll and proffering polite comments like “it’s a big fluffy bun” and “it certainly is a big bun”, even as their exploration reveals a tiny hamburger that seems out of place for such a large piece of dough. Finally it is their diminutive friend (played by Clara Peller) who blurts out what they were surely thinking, “Where’s the beef?”

This advertisement, with its humorous reference to a competitor’s “Big Bun campaign”, made Clara Peller a household name and increased Wendy’s sales by more than 30 percent. The phrase became a pop culture catch phrase and is still used today to question the substance of an idea or product. Peller appeared in other Wendy’s commercials asking the same irascible question and her 4 foot 10 inch frame appeared on countless licensed merchandise items.

The authentic and honest way Peller’s character deals with the reality she is observing should give all of us pause. While we may not appreciate her blunt approach to customer feedback, we must acknowledge that her willingness to tell the truth was refreshing and helpful. While her friends preferred to avoid any confrontation by complimenting the size of the hamburger roll, Peller’s character asks what everyone wants to know, “Why is the hamburger so small?” Her persistent inquiry gets our attention and we soon find ourselves wondering the same thing.

There aren’t enough “Clara Peller types” in today’s business and political environment. As the top executives of failing public companies receive enormous bonuses, where are the shareholders asking “why”? As political leaders stuff billions of dollars for pet projects into funding measures, who is holding them accountable? As the new administration imagines an expanding role for government into every aspect of our lives, who is pointing out the obvious problems this will create? Does your organization have anyone willing to ask you the tough questions?

Peller’s candor is a leadership attribute that each of us should aspire to learn. While we may not welcome every opportunity to speak the truth, or to receive it when the feedback is directed towards us, we can learn from her example. With courage she stated the obvious, persistently argued her position, and resisted conforming to the social pressures felt by her friends. Her willingness to tackle an injustice and invite others to see it her way is what endears her character to us.

What are the problems you see that need addressing? Whose voices have been underrepresented or silenced in society? It’s time to lead more effectively by asking tough, honest questions and by inviting constructive feedback from others. Thanks Clara Peller for teaching us a valuable leadership lesson. Would anyone like fries with that?

Footnote: Sadly Peller lost her spokesperson role when she announced in a Prego spaghetti sauce commercial about a year later (1985) that she “had found the beef in their sauce.” I guess Wendy’s didn’t have a sense of humor.

Saturday, March 7, 2009

Shepherding Leadership

I’m assuming that sheep herding is not a well-known occupation among many of the folks who read this blog on a regular basis. Although I grew up on a farm in rural central Pennsylvania I confess my knowledge of the subject is somewhat limited as well. However, a recent encounter with the idea of shepherd as a leadership metaphor peaked my interest and so I will offer a few insights while I’m still learning about the subject.

Sheep are not easy animals to take care of. Their timid demeanor can quickly paralyze them with fear and shepherds must be aware of this as they seek places to graze and bed their flock. The social nature of sheep is filled with rivalry and competition. An older ewe (female sheep) will generally dominate the flock, bossing her way to the top by simply butting those younger than she is out of the best spots to graze and sleep. The other sheep replicate her behavior and thus a clear order is established, mostly by being more cunning and arrogant than those around you. Sheep are especially vulnerable to parasites and insects whose presence creates unrelenting torment and distraction. Finally, sheep require nourishment, fresh green grass and clear pure water. While this seems obvious, in many of the regions around the world where sheep are raised these natural resources are in short supply.

Shepherds must find a way to manage their flocks knowing that these four conditions can only be provided through his or her diligent love and care. If she neglects any of her responsibilities the results will be devastating to the health of her animals and to the future of her business. By now you may have begun to see the striking similarities between sheep and people and why I have chosen to connect shepherding with leadership.

Today’s volatile economic and business climate is affecting even the most courageous employees. The fear of losing a home, a job, or being subjected to higher taxes and inflation can paralyze decision-making and affect productivity. The workplace is frequently home to a domineering boss or arrogant co-worker whose actions cause untold emotional damage and establish a competitive and defensive work environment. Every worker is subjected to dozens of distractions, large and small in any given day, affecting the quality and quantity of work that gets done. Lastly, one of the first things that gets slashed from many company budgets in times like these are investments in employee training, development, and personal well being. Without being emotionally and intellectually nourished every employee’s performance and self-esteem will suffer.

A shepherding leader will recognize that, like sheep, his or her flock of employees requires careful attention if the organization is to weather the storm and emerge strong and healthy. It is the calm and confident presence of the shepherding leader who can quell anxiety and assuage fears about the future. A leader’s mentoring can also discourage unhealthy behavior by supervisors and colleagues while demonstrating that status and respect is earned through serving others, not badgering or controlling them. Shepherding leaders must be proactive in reducing conditions that cause workplace distractions and also help employees to deal more effectively with emotional irritations through effective coaching. Finally, employees should be nurtured through high quality training programs and treated with care and respect, even when a layoff seems inevitable.

While it is unlikely any of us will ever shepherd a real flock of timid, unruly, distracted, and hungry sheep we can learn some valuable lessons from those who dedicate their lives to this underappreciated occupation. If you are fortunate enough to work for a shepherding leader during this uncertain business climate you already know what I mean. For the rest of you it’s time to grab that rod and staff and head to the hills for a valuable leadership lesson.

Monday, March 2, 2009

The Advantage of Exceptional Service

During this economic downturn I encounter more and more leaders lamenting the state of their business. It’s true that consumers have reduced spending and some industries have been hit hard with reduced sales and employee layoffs. But recently my wife and I experienced some personal examples of how organizations can retain business, and even expand, when times are tough.

We traveled to Frederick, Maryland for the weekend and stayed at a unique and private inn located near Emmittsburg. Our innkeeper, Alice, had already offered to arrange a variety of amenities, including fresh flowers, to welcome us. She called within minutes of our arrival and soon appeared at our door to greet us, offer a history of the property, answer questions concerning our stay, and provide information about the area. The inn was beautifully decorated; the kitchen stocked with a wide variety of breakfast foods, and our visit was memorable in every way. We plan to return during warmer weather and to tell others about our experience.

In Frederick our exceptional service encounters continued with both of our evening dinners. Friday night our waiter was especially attentive to every detail. He answered questions about the menu, kept our beverages refilled without reminders, thoughtfully rearranged access to tabletop condiments as various courses arrived, and even offered accurate directions for our route back to the inn. Saturday’s dinner experience was similar with the exception of a well-orchestrated combination of hostess, busboy, and waitress who all took great pride in providing seamless service during our meal. The food was excellent both evenings and we left feeling well cared for and satisfied.

Our experiences point out the importance of customer service, regardless of the economic situation. If any of these establishments had decided to reduce costs by cutting corners with the level of their attention or the quality of their products our experience would have been quite different. By providing real value for the money we spent, these businesses ensured a satisfied customer and someone who is now an advocate for them with our friends. Granted, we don’t live in close proximity to Frederick or Emmittsburg but we do plan to return and, when we do, it is likely that our visit will include them again.

Instead of complaining about the state of our economic malaise, today’s business leaders should return to the basics of exceptional customer service and offer customers more than they expect. Consumers are still spending money but have every reason to be choosy. When your offering stands out from the competition it will be remembered and rewarded just like my personal story attests. Thanks Summit Springs Inn, Dutch’s Daughter, and Firestone’s Restaurant for making our weekend special! Your reward is some free advertising in this blog and a return visit sometime in the near future. That’s the advantage of exceptional service!