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The Leadership Challenge: Surveys

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The Point: We see a lot of surveys at both Tip of the Spear Ventures and The Javelin Institute (We’ve partnered with organizations to even create a few!) But a conversation with a client the other day caused us to wonder; “Why are we conducting surveys?”, “What do we do with the data surveys collect?”, and “Can we actually improve as leaders through surveying stakeholders?”. So, in this post we’ll explore the leadership challenge of surveys and as a bonus, provide three leadership survey questions you should be asking… Enjoy!

To Survey or Not to Survey… Is There Really a Question?

We met with a C-Suite leader as part of a launch of a Business Centered Coaching engagement recently. Part of the launch consisted of a review of their most recent customer surveys. Here was the data reviewed:

  • Customer Satisfaction YTD was 77% (Compared to 88% Region and 90% National)
  • Survey Responses YTD was 18% (Compared to 20% Region and 15% National)
  • Highest Scores were in Product/Service Offering
  • Lowest Scores were in Salesperson Satisfaction and Price Paid

The leader we met with was ambivalent to the survey responses. While they relished the success of product/service offering, unfortunately the leader’s operation had little/nothing to do with this metric. In other words, their offering was provided to them by their headquarter team by large. What they did have control over was their salespeople and ultimate price paid to a large extent (They could offer sales/enhancements to secure sales).

Net Promoter Score Surveys

So, with so much survey data collected, were we looking at the “right” survey metrics? I would argue that we should review Net Promoter Scores. Netpromoter.com states that a “Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. … Use your NPS as the key measure of your customers’ overall perception of your brand. Because NPS is a leading indicator from growth, it provides the best anchor for your customer experience.” Calculating the Net Promoter Score percentage consists of the following series of steps:

  • Enter all of the survey responses into an Excel spreadsheet
  • Next, break down the responses on a scale 0-10 by groups:
    • Detractors (0-6)
    • Passives (7-8), and
    • Promoters (9-10)
  • Add up the total responses from each group
  • To get the group percentage, take the group total and divide it by the total number of survey responses
  • Now, subtract the percentage total of Detractors from the percentage total of Promoters—this is your NPS score

Surveys: Marketing and Sales Best Friend

Reviewing survey results along the Net Promoter Score methodology provided grim results for our C-Suite Leader… Turns out that only 20% of the 20% (4%) fell into the Promoters group. Why does this matter? Surveys can be utilized in a transparent methodology to provide insights to Marketing teams so that they can best create campaigns so as to reach more customers effectively. It’s in the “effectively” moment that Marketing teams can adjust campaigns so that more customers that will act as Promoters will purchase. In turn, Sales teams can glean survey data for training material that matter to an organization’s best customers. NOTE: Surveys should not be utilized as lead generation activities unless transparently sharing with customers such intent.

Three Leadership Survey Questions

In addition to providing insight to Marketing and Sales teams, surveys should be leveraged in similar capacity to provide insight to leaders regarding their effectiveness. As such, here are three leadership survey questions that you should ask/capture data on:

  1. What do I do as a leader today that allows you to operate at your best?
  2. What should I be doing today as a leader that would allow you to operate at your best?
  3. What should I be doing tomorrow as a leader so that you can operate at your best?

SUMMARY

In this post, we’ve explored the leadership challenge of surveys. Surveys can provide valuable insight to leaders so that they can architect successful strategies in Marketing, Sales, and Leadership (to name a few). Identifying key data metrics such as Net Promoter Scores can assist in providing insight into what your best customers desire. Desires that can lead to creating a greater volume of Promoters for the future of your organization/leadership.

Sam Palazzolo

PS – 2020 will be here before we know it, and I see some disturbing Leadership-trends taking place. If you’d like to receive a white paper I wrote on “5 Ways Your Leadership Will Fail in 2020” CLICK HERE.

PPSS – As we hit the halfway point of 2019, I’m launching my most aggressive initiative to date. It’s a 501(c)(3) that provides Executive Education and Coaching to allow you to become the BEST leader possible (NOT Good, NOT Better… but BEST!). Set to launch in July 2019, I’m allowing 20 people in my network to “test-drive” the offering. If you’d like more information, contact me at info@javelininstitute.org.

The Leadership Challenge: Insecurity – 3 Tips!

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The Leadership Challenge_Insecurity 3 Tips

The Point: What do you get when you cross a bully, a know-it-all, an underperformer, a spotlight-grabber, a perpetual reward-seeker, a comparer, an imitator, and tenure? The answer: an Insecure Leader! It got us wondering here at Tip of the Spear HQ just why/how could the trait of insecurity actually take root and grow within a leader in the current workplace. So, in this week’s post we’ll explore the topic of being insecure as a leader along with 3 tips… Enjoy!

So You’re Telling Me You’re an Insecure Leader?

I’m fortunate, in as much, I typically love the consulting work we do at Tip of the Spear (M&A, Sales/Business Development, and Turnaround). However I sometime question my “fortune” when I have an experience that goes sideways, and that’s exactly what happened on a recent consultation visit when insecurity raised its ugly head.

It’s customary during an initial consultation visit to (1) provide introductions, (2) establish a baseline of current activities, and (3) determine desired outcomes for this, as well as future, consulting sessions. Pretty standard stuff, right? Wrong, especially when insecurity is present! Less than twenty minutes into a recent initial consultation session the “Insecure Leader” of the operation voiced their frustration with the process, insisting that introductions and baselines were a waste of time, and that assistance is needed in this/that area (Insecurity?) However, with little/no context provided as to whether or not the “this/that” areas, (Again, insecurity?) were truly where assistance was needed. It left me wondering why I was there if help wasn’t warranted…

What the Insecure Leader is Actually Saying

Insecurity can raise it’s ugly-head in leadership in many ways…

  • There can be the classic bully (I’m the leader and I said you need to do it). There can be the know-it-all (I’ve been there/done that and I know this company/industry/world inside and out)
  • There can be the underperformer (I’m a little behind the 8-ball this month, but it’s the fault of the customers/employees/your visit taking me away from important items/etc.)
  • There’s the spotlight-grabber (Failure is shared by all, but victory is all my doing)
  • There’s the imitator (Just tell me the best-practices going on out there… Pay no attention to our business basics that we fail at)
  • Lastly, there’s tenure (I’ve been here 30+ years…Enough said!)

How to Avoid an Insecure Leader – 3 Tips!

So what should you do when you encounter an Insecure Leader? It’s not a matter of “if” as the saying goes, it’s a matter of “when” you encounter an Insecure Leader. The following are 3 tips to assist you, whether you are managing-up or managing-down with an Insecure Leader:

  • Insecure Leader Tip #1 – Find Pride: Insecure leaders typically share a narcissistic view of the world. What’s not good enough for the goose must be good for the gander. Helping them find pride in themselves and their operation can greatly assist insecurity within the Insecure Leader.
  • Insecure Leader Tip #2 – Celebrate Success: Recognition NOT of how great the Insecure Leader is, but in the potential for greater success is what I’m talking about here. There often is too much coddling of the Insecure Leader and not enough having of tough or difficult conversations. If you’re always telling the Insecure Leader that they’re great, you’re not valuing them, yourself, or your performance potential with them.
  • Insecure Leader Tip #3 – Pull the Plug! I have a friend who is a Psychologist. I asked him once “What do you do when you have a really difficult patient. One where you’ve tried everything and they are making little/no progress. What do you do?” He told me that after he buckles-back and doubles-down to insure that no stone has been left unturned, and once he is satisfied that his efforts have been exhausted, he simply pulls the plug!

SUMMARY

In hindsight, I should have taken “Insecure Leader Tip #3 – Pull the Plug!” and ran instantly away from the insecurity present, and more importantly the Insecure Leader. In a consulting capacity, one of my former principal associates shared that he often felt like he wore a bull’s-eye on his back. In the subsequent days since my Insecure Leader encounter, I noticed a warm/burning sensation in my back (figuratively, not physically). I reached back and touched what turned out to be the handle of an ax buried deeply between my shoulder blades. Yep, should have taken Insecure Leader Tip #3!

Sam Palazzolo

PS – Last year I published my fourth book. Titled “Leading at the Tip of the Spear: The Leader” it’s a look into how you can become the best leader possible. You can check-it out here on AMAZON. All proceeds go to The Javelin Institute, a 501(c)(3) whose aim is to assist families who’ve experienced hardship through death, divorce, disease, or drugs.

PPSS – My next book, titled “Leading at the Tip of the Spear: Leadership Strategy” is due out next month. The work is a look into how you can develop your best strategy for yourself/your organization. If you’d like to receive the Introduction please drop me an email at info [at] javelininstitute.org.

The Leadership Challenge: Active Listening – 3 Tips!

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The Point: You might be listening, but do you really hear what your stakeholders are saying? At Tip of the Spear we frequently pose this question to the leaders we work with in our Business Advisory Services. The answers we receive are unfortunately shocking (and not in a good way!) Besides, what’s at stake if you don’t listen effectively as a leader? Only everything! So in this post, we set out to explore the leadership challenge of Active Listening and provide 3 tips… Enjoy!

Leadership Challenge Active Listening 3 Tips

Active Listening by Carl Rogers

Active listening or reflective listening was originally defined by noted psychologist Carl R. Rogers. The basics of active listening are to put ones concerns, attitudes and ideas to one-side while listening to others. The theory goes that without these distractions one will be able to observe not only the conscious signals displayed by others, but the unconscious ones as well. Therein you’ll be able to identify the true meaning behind the words that are being spoken.

Typically, active listening is reflected in the following interaction/behavior elements:

  • Providing your undivided attention
  • Encouraging the other party to continue
  • Restarting a potentially stalled conversation
  • Self-disclosing with the desire for reassurance
  • Knowledge improvement, confirmation, and/or correction
  • Connecting the dots in a loosely structured conversation
  • Insight improvement
  • Rapport building

I Listen, Therefore I Hear?

So active listening typically comes down to hearing, and therein a comprehension of what is happening/when. But more importantly than listening is equipping yourself to do something with what you just heard. With that in mind, a robust conversation can take place where ones actions are directly correlated with what was said, including clear comprehension not only of what was discussed, but what next steps will be.

So if so many leaders are listening, why do so many stakeholders feel that they are unheard?

3 Tips for Active Listening

I once participated in a seminar that had quite the magical leader presenting his view on everything active listening. He had three tips that I’ll share with you if you want to become a much more dynamic leader in the active listening space:

Active Listening Tip #3

You must focus intently on the speaker, so much so that you can see the color of their eyes clearly. Why is this important? The leader shared that if they maintained this level of focus, few distractions could interrupt their discussion.

Active Listening Tip #2

Repeat the keywords spoken internally to yourself three times. Why is this important? The leader shared that if he categorized the main topics by repeating them to themselves three times, a virtual card catalog of keywords was created for the conversation. A catalog that could be easily reviewed at a later date when called upon.

Active Listening Tip #1

You have to care. Why is this important? If you don’t care about the other person, the topic their speaking of, or about anything you will never retain anything with the conversation. It sounds simple, but Carl Rogers would have you put your own thoughts/concerns out of the way so as to be fully present in the given conversation.

 

SUMMARY

In this post we’ve explored the leadership challenge of active listening and provided 3 tips to help you as a leader. Most leaders contend that their role as a leader is to provide direction to their stakeholders. In maintaining this “telling” strategy, they rarely focus on the importance of not only what is being said but who is saying it.

 

Sam Palazzolo

PS – If you like this post, I hope you’ll share it with a colleague. I know you’d also like a copy of my latest book, titled “Leading at the Tip of the Spear: The Leader.” In this work I explore the challenges of leading yourself as a leader (and review a roadmap for success). Here’s a link to the book on Amazon: https://www.amazon.com/Leading-Tip-Spear-Sam-Palazzolo/dp/1981860436/ref=sr_1_1?ie=UTF8&qid=1527785570&sr=8-1&keywords=sam+palazzolo+leading

The Leadership Challenge: Competitiveness

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The Point: If nothing truly happens in business until you sell something and the Darwinian principle of “only the strong survive” is alive and well in business today, we scratched our heads here at Tip of the Spear pondering exactly what role individual competitiveness plays across industry. After all, is your ability to compete a signal of success or certain doom/failure in business (and therefore in life)? So in this post, we’ll explore the leadership challenge of competitiveness… Enjoy!

The Leadership Challenge Competitiveness

Is Competitiveness an Economic Model?

Your ability to compete and win in business is a key differentiator for leaders that want to succeed. Have a good idea that you know will be the organization’s next homerun? You’d better be prepared to compete to get it on the agenda for the upcoming leadership meeting. Want to ensure that your monthly goals are met, even though it’s the final week of the month and you’re only 2/3 of the way there? Better fire-up the troops (yourself?) and get those competitive juices flowing STAT!

But what is it all worth, and why exert the effort? After all, aren’t there 12 months in a year (So what if we miss one month’s goals as long as we achieve the annual?) The truth is that while you can’t build a successful leadership career in one-month, the converse relationship of undoing a career can occur in a single moment (NOT the extended timeline of a 30+ day month!)

When it comes to career path success, a leader today will share with you that success can only come through successful competitiveness versus their peers. There are only so many “slots” on the career pyramid at the top to be had. Regardless of the “flatness” of your organization, there are/will always be more people clambering for these leadership roles than there are spots available to house them all. In other words, it’s a matter of economic supply and demand with competitiveness playing the differentiating factor.

Competitiveness Craziness

Amazon reached headline state for all the wrong reasons regarding competitiveness not too long ago. In 2015, the New York Times wrote how workers at Amazon often “complained about 80-hour work weeks, interrupted vacations, coworker sabotage, and little tolerance even for those struggling with life-threatening illnesses or family tragedies.” Worse yet, those that went out on maternity leave were left little time for maternity duties (as work was expected to still maintain a priority, especially seeing how there were countless others more than willing to take the place of those vacating).

Even the Whitehouse has been the subject of competitiveness craziness. Under the Jimmy Carter administration, an edict of spending more time in the evening with family was levied. However, most chose to work late into the evening as opposed to letting peer competitors pass them by in the dog-eat-dog world that is politics.

I’m a Leader… How Do I Become More Competitive?

I worked with a client that had a “Want to Move Up? Screw Up!” policy whereby in order to achieve a promotion, the leader would have to essentially make a mistake (potentially costing the organizations hundreds of thousands of dollars!) The organizational leaders questioned competitiveness, and instead rewarded those that in their eyes “put themselves out there for the sake of innovation where others did not.” With organizational politics at fever-pitch levels, what then is the poor high-potential future leader to do?

SUMMARY

It’s important to know the culture of the organization at which you are competing. Know that organizational leaders reward the “bowl people over” theory of competitiveness? Begin bowling others over for success! See that “slow and steady wins the race” at your firm? Then curtail competiveness (but still ensure that you end up in the winner’s circle at the end of the race!) There simply is no “One Size Fits All” rule here when it comes to competitiveness, but culture identification is key to success.

 

Sam Palazzolo

 

PS – If you enjoyed this post on the leadership challenge of competitiveness, then I know you’ll enjoy my new book, “Leading at the Tip of the Spear: The Leader” It’s filled with antidotes to allow you to succeed on your leadership journey. Click the hyperlink above (or here: www.LeadingattheTipoftheSpear.com)

 

The Leadership Challenge: Ownership Mentality

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The Point: At Tip of the Spear Ventures, we believe in leading from the front… Not the middle, and certainly not from the rear. This leading from the front-mentality is one that we encourage our Business Advisory Service clients (M&A | Sales/BizDev | Turnaround) to take as well. However, working with leaders that have a leading form the front focus is only part of the business-battle, and a minority one at that. You see, we’ve determined that the majority business-battle is to get stakeholders engaged with the Tip of the Spear Ventures’ leading from the front-mentality as well. At the heart of this conversation is the leadership challenge of ownership mentality. So in this post, we’ll explore what it takes to not only create and develop such ownership mentality, but ensure that it is sustained as well… Enjoy!

 The Leadership Challenge Ownership Mentality

The Sales Strategic Plan

I just met with another client working within our Business Advisory Services’ Sales/BizDev consultation offering at Tip of the Spear Ventures. After flushing out the Sales Strategic Plan and assessing a baseline measurement of right here/right now as well as where they’d like to go (Goals?), we started to build the Action Plan. Our Sales Strategic Plan action planning process consists of not only breaking down goals for implementation, but also taking into consideration contingency planning and the like (Time/Accountability commitments are most definitely established!)

Central focus of this Sales Strategic Planning process is a communication plan. We’ve typically seen the best-developed sales strategic plans lose tremendous momentum, and some even jumping the rails, when communication gaps are present (meaning communicating the vision of the plan is omitted/forgotten). I’m not certain about you/your company, but from my experience and the leaders I work with, mindreading is still a skill that is severely lacking in today’s workforce. If only there was a way to achieve clairvoyance on the way to achieving the Sales Strategic Plan… If only there was a way!

Ownership Mentality

One of the organizations we worked with had a great plan (No bragging on my part here, while we provide “curbs” to the Sales Strategic Plan “road” we in no way/shape/form create the plan without organizational leadership input). With Sales Strategic Plan finalized, timelines established, accountability accounted for, contingency plans planned, and communication channels outlined it looked like the organization would easily breeze through the plan execution and sustainment initiative. And then reality smacked us all down!

If You Build It, Will They Really Come?

One of the critical Sales Strategic Planning steps that went overlooked was will the employees (Stakeholders) actually buy in to the new goals and ensuing process changes required in order to accomplish said goals? While the stakeholders were more than up to the task from a skill-level qualification (Some would argue over-qualified), they were severely under-qualified when it came to their mentality (or attitude). You see, the stakeholders traditionally were given a parent-leadership model, whereby they were expected to execute the directives of leadership not with understanding/agreement, but because leadership told them to do so. The Sales Strategic Plan was in dire straights if this ownership mentality could not be created!

Gordon Ramsay Just Gave You 24 Hours… Uh Oh!

I just watched an episode of Gordon Ramsay’s “24 Hours to Hell & Back” series. I’m a huge fan of Gordon’s restaurants (he has several by Tip of the Spear Ventures HQ in fabulous Las Vegas, Nevada USA). I’m an even bigger fan of his straight to the point leadership style (I would argue that he operates at the Tip of the Spear!) I mention the show because it dawned on me while writing this post that this show is not only challenging leaders to lead at the Tip of the Spear, but also employees/stakeholders.

In a crucial scene in each of the episodes, Gordon pulls the entire restaurant full of employees and customers over to his “Hell on Wheels” truck where they watch hidden camera footage of what exactly is wrong with each restaurant. After this review (and they’re often shocking!), Gordon declares to the restaurant staff that they should grab their phones, call their loved ones, and tell them that they are not coming home tonight because they have 24-hours to save the restaurant (In other words, he’s requiring them to pull an all-nighter like you used to do when cramming for an exam in school!) And then it hit me…

Why Would Your Employees Act Like an Owner?

While the pomp/circumstance of having Gordon Ramsay work with you/your business for what essentially boils down to a 24-hour window to accomplish the beginnings of a turnaround, why on Earth would an employee (stakeholder) take on such an owner mentality? There’s a good reason for the owners of a business to pull all-nighters in order to save their business… Because it’s their business! Employees (stakeholders) are just that… They are employees (stakeholders), and NOT owners. As such, what’s in it for them?

– Better employment terms? Doubtful

– More money? Uh, no

– A job that they can come to tomorrow? They can probably find a job somewhere else

– The chance to get yelled at by Gordon Ramsay himself? Most definitely!

SUMMARY

In summary, in this post we’ve explored the leadership challenge of ownership mentality. While it’s critical to have all leaders and employees (stakeholders) on the same page in order to accomplish strategic plan goals, it’s even more important to identify just how leaders are going to foster an ownership mentality for all.

 

Sam Palazzolo