Monthly Archives: June 2013

Info Exchange: Taking People With You

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

This week’s Information Exchange highlights David Novak’s “Taking People With You: Making BIG Things Happen”.

David Novak is chairman and CEO of Yum! Brands, the world’s largest restaurant company and owner of brands KFC, Pizza Hut and Taco Bell. They have more than 1.4 million employees spread out over 117 countries and they have adopted the trademark “Taking People with You.”

Novak’s advice is to:

  • Be Your Best Self: Be Yourself, Know Yourself, Grow Yourself
  • Help Others Be Themselves
  • Be an Avid Learner – Seek and Build Know-How – Someone with a voracious appetite for knowledge is bound to inspire others with their passion and curiosity and can energize an organization by bringing to it new ideas.
  • Unleash the Power of People – It is a leader’s job to unleash the inherent desire of all people to do the right thing, contribute and make a positive difference. To build an environment like this you have to start with trust.
  • Know that People want to Contribute – Realize that 99.9 percent of people come to work every day wanting to do good and try hard.
  • Value Every Person – it’s been shown that the most successful companies have a culture where every person feels valued.
  • The More they Know, the More they Care – One way to show people you trust in their abilities and intentions is to share what you know.
  • Ask Questions that Promote Insight – “What would you do if you had my job?”
  • Believe It Can Be Done and Create a Vision and Personalize It
  • Gain Alignment Every Step of the Way at Every Level – If you can’t get alignment, your great idea is not an effective idea.
  • Develop a Culture that Breeds Positive Energy and Success
  • Use Recognition to Drive Performance

Remember your work is never over. It’s important to focus and practice:

  • Persistence, persistence, persistence.
  • Relentless communication
  • Play as though you’re behind

For more information on building a culture of taking people with you contact Dianne Durkin of Loyalty Factor at 603.334.3401. Loyalty Factor specializes in building employee loyalty, customer loyalty and brand loyalty for some of the most successful companies worldwide.

Mind the Gap Exercise

A good exercise when beginning work with The Balanced Wheel of Success is to ask employees what percentage of their time they currently spend in each area.  Once they have that number, they should look again at each area and ask, “What percentage would I like to spend in each area?” 

 

If there is a gap between those two percentages, they should determine how they can close the gap between where they are today and where they want to be.  This exercise is often both insightful and empowering because people get to take the time to think about these areas and realize they can make changes to align their time for a fuller, more meaningful life.

 

Just by having this discussion, employees know you care, and with that caring comes loyalty, creativity, innovation, responsibility, accountability and trust – all elements of engagement, empowerment and enrichment. 

 

When people are happy, feel cared for and have a clear sense of their own vision, purpose and values, it is much easier for them to identify with and support the vision and similar values of the organization

 

Info Exchange: Care to Dare

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

This week’s Information Exchange highlights “Care to Dare: Unleashing Astonishing Potential Through Secure Base Leadership” by George Kohlrieser.

Care to Dare, authored by George Kohlrieser, shows you how great leaders all over the world unleash astonishing potential within themselves, their people and their organizations by building trust, delivering change and inspiring the focus that underpin engagement and create conditions for innovation.  These are “Secure Base Leaders” who masterfully combine caring and daring.  

According to the author, Secure Base Leadership is based upon trust, confidence and challenge, it is the best way to liberate yourself, your team and your organization.  It is not just a set of skills – the “doing.”  It is first and foremost a way of “being.” You care enough to dare people to reach for their dreams, and in the process, you can return to your very humanity.

The following are the nine characteristics of Secure Base Leaders:

1. Stay Calm – Especially when under pressure

2. Accept the Individual – Separate the person from the problem.  As far as possible, avoid judging and criticizing people.

3. See the Potential – Deeper vision or even a dream for the person’s deepest potential –not in one year, but in 10 or 20 years.

4. Use Listening and Inquiry – “Listening and inquiry” rather than “telling and advocacy”

5. Deliver a Powerful Message – Be a master at coming up with clear, concise, and compelling sentences.

6. Focus on the Positive – Help others to see their potential and the opportunity for learning.

7. Encourage Risk-Taking – Actively dare people to unleash their potential by providing tangible opportunities for risk-taking.

8. Inspire through Intrinsic Motivation – Allowing people to do something because it is inherently interesting or enjoyable to them.

9. Be Accessible – Be available to answer questions.

Humanize your leadership and your organization by:

  • Elevating your hopes and dreams – Your passion and joy, your conviction and determination, and your spontaneous enthusiasm for your work and for your life.
  • Showing vulnerability – Showing emotion is a sign of strength.
  • Uplifting people around you – Develop strong, enduring bonds with people while also maintaining a challenging and opportunity-focused mindset.
  • Weaning yourself off the 24/7 engine – The brain works more effectively and efficiently when it has regular breaks.  Wean yourself off of any e-mail addiction.
  • Making time to build relationships – Enable people in your organization to get to know each other as people.

In summary, you begin humanizing your organization by opening yourself up to the humanity of others, and you begin that process by first attending to your own humanity!

Dianne Durkin’s Leadership Development Programs and Executive Coaching Programs help to build employee loyalty, customer loyalty, and brand loyalty by unleashing one’s full potential.  Her motto: “Be the best you can be and help others be the best they can be.”  To learn more about unleashing your full leadership potential, contact Dianne Durkin @ dmdurkin@loyaltyfactor.com or 603.334.3401.