The title is quite dramatic I know, but this topic is a big deal, especially during these uncertain times. As a leader in your business, during this time of unpredictability, what is your most important task, what should you be putting most of your energy into?
If you answered “looking after the well being of your team and in turn your customers”, then you have passed the test with flying colours. If you answered that your biggest focus is sales, acquiring new business and meeting targets, well perhaps think again.
Just over a year ago I wrote a post When do leaders show their true colours – This post focused on who we become as leaders during times of crises. To quote myself “Anyone can be a great leader when times are good, when everyone is behaving and doing their jobs, where money is been made and business targets are been reached. What happens when things aren’t going well? What is the leadership style like in your business during times of strife and crisis?
Adding to this message. The most important “thing” in your business is your people, at any time, not just during a crisis. Your team and your customers are your most precious assets. Therefore, during times of uncertainty and crisis you need to place your focus on your team’s and customers’ greatest needs and wants. Right now they want to be helped, reassured and listened to. Your customers do not want to be sold the latest widget or be faced with a cold sales call, and your team do not want to be faced with questions purely related to targets and outcomes.
Here are 3 basic tips to help you keep the right focus on your team and/or customers:
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If your team members are working remotely, make very sure that you are checking in with them daily, minimum once a day. This is not a I-am-checking-in-with-you-because-I-don’t-trust-you call, its you as a leader showing you care. If they are physically at work, then make sure you are checking in with them daily, either during a meeting or individually.
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Your first few questions when conversing with your people, needs to be “How are you?” and “How can I help you?” Your team and customers need to know that you have their best interests at heart.
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Help with solutions if required, and follow up. If you cannot assist, try and find someone who can. We cannot solve everyone’s situation or problem, but a genuine effort can be made.
This is not rocket science. Actually, this is what a leader should be doing anyway, it shouldn’t take a pandemic to trigger this type of focus.
By placing your focus on your team and customers’ needs, by showing empathy, compassion and patience you will make the biggest difference in the lives of your people – something they will never forget. As Maya Angelou so famously said “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Nicole is a certified professional coach as well as a certified trainer, advanced assessor and coach mentor. Based in Auckland, she provides a range of coaching options, from individual business owner and management coaching, group and team coaching workshops to personal coaching. Her coaching practice is aligned to the ICF ethos and ethics. Need to hire a professional coach? Contact Nicole [email protected]
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