EGOless Leadership: Serve Your Way to Success

EGOless Leadership: Serve Your Way to Success

Gone are the days where leaders can rule with an iron fist and expect their employee to respond with their loyalty and productivity. Talent nowadays feel a lot less like they owe their organizations something, when they don’t get something in return. Talent want to feel empowered and enabled to do a good job to the best of their ability. They want to feel like they have the skills and competencies to help their colleagues and customers.

Leave Your Ego at the Door

What would it look like in your organization if your leaders were egoless? Think about it, if you’re a leader who leaves their ego at the door, you’re going to have a more pleasant, less confrontational work environment. You’re going to have better, more open communication because your talent won’t be afraid to tell you about problems that get in the way of their service. You’re going to have more employee engagement because they want to serve a leader who cares about them and not just him/herself.

There are many reason why being an egoless leader will have benefits for your organization and it’s bottom line including, increased productivity, better safety, improved morale, and improved word of mouth from both your employees and customers.

How to Serve Your Way to Success

If you are truly committed to leaving your ego at the door and serving your way to success in business, there are some helpful things that will help you to get there:

Focus on your employees needs and wants. Get to know your people beyond the job they do and find out what motivates them. Do they want opportunities to learn and grow in a certain position? Provide them with development and they will be more engaged, energized and committed to your company’s success.

Recognize your employees for a job well done. This is not a one size fits all approach, and you absolutely cannot pollute the winner’s circle with losers. But recognize each individual employee for their personal contribution to your company’s success. When you do so, others will see these behaviors being recognized and will follow suit. Plus, it reinforces a positive, reward driven work environment where your employees will be acknowledged for doing good work.

Provide one-on-one coaching to see employees excel. If you give your employees personalized feedback and direction, you will be able to play upon their strengths and improve their weaknesses. It’s important to communicate openly and effectively with them so that they know what your expectations are and how they can meet and exceed them.

Discussion

These are just a few ways that being an egoless leader will help you serve your way to success.

  • Do you have any examples of an egoless leader in your organization? How are their interactions with employees different than other leaders?
  • What are some ways that you have seen improvement in your employees by being an egoless leader?
  • Do you have any guidelines you follow for being an egoless leader? Please share in the comments below!
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Your Customer Experiences Are Not Created Inside a Vacuum

Your Customer Experiences Are Not Created Inside a Vacuum

We live in a society now where customers are constantly being bombarded with products in services at every touch point. On their mobile phone, internet browser, social media, television, print, at work, email marketing, billboards and much much more. So, as an organization it is important to remember that your experiences are not created inside a vacuum. What I mean by that is that your customers experience is effected by many aspects and layers of their service interactions.

If you want to excel at being an organization that creates exceptional experiences for their customers at every touch point, be sure that your service is impeccable through every channel. Read more about how to Improve Your Omni-Channel Experience here.

“Service is produced, consumed and evaluated simultaneously.” – Peter Psichogios

Your service is produced, consumed and evaluated simultaneously, which means that your employees much be enabled to provide the best service imaginable. They must be able to provide service that is fast, friendly, and hassle free.

Invest in your Employees for Better Service

So how do you enable your employees to provide this kind of exceptional service? A large part of it is investing in their growth and development from the get go. Many people are worried about spending the time and money on developing their employees, but if you’re not investing in your employees’ future then they’re going to find someone who will.

Learning is one of the key drivers of employee engagement, so it is no surprise that your talent want opportunities to learn and grow in your organization. When you provide your employees with learning they feel acknowledged and they feel connected to your company’s growth and vision. When you invest in your employees, they will want to invest their motivation and energy back in to your organization.

Plus, when you invest in your employees’ skills and competencies, they will be able to provide better service internally with their colleagues and externally with your customers, both of which improve your bottom line with increased productivity, loyalty, and sales. That investment will drive them to provide experiences that make your customers stay longer, buy more and positively refer others.

Discussion

What development initiatives do you have in your organization that help to create better customer experiences?
Have you personally seen a connection with increased employee engagement and improved customer service?
What organizations come to mind when you think of exceptional service? What ways do you see that their employees are enabled to provide you with quality service?

We love to hear your personal stories and suggestions! Please share in the comments below.

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Hey Leaders, Have You Experienced Your Experiences?

Hey Leaders, Have You Experienced Your Experiences?

If you’re a leader and you want to improve your employee and customer experience drastically, you should you experience your experience. What I mean by this is, you should experience working on the front lines with your employees. When you do this you not only talk the talk, but you walk the walk. When you lead from the front lines and are on the ground walking around with your employees you will be able to see first-hand what the experience is like for your front-line employees. This will allow you to then address problems and obstacles in the way of your internal service cooperation, which will in turn improve your external experience for your customers! This is a great example of what it is to be a servant leader (Read more about how to be a Servant Leader here).

Lead from the Front Lines

If you experience working on the front lines with your employees, you will build rapport, earn their trust, and receive their discretionary energy and engagement. Being a servant leader and getting in the trenches with them shows that you are dedicated to making their workplace the best environment possible, which will make them want to stay longer, work harder, and have positive things to say about your organization.

What Would Elon Do?

You may have recently read the statement issued by Tesla CEO, Elon Musk, whereby he addresses safety concerns for the Tesla front line after reports came out that injuries were about 30% higher than the industry average.

“No words can express how much I care about your safety and wellbeing. It breaks my heart when someone is injured building cars and trying their best to make Tesla successful.

Going forward, I’ve asked that every injury be reported directly to me, without exception. I’m meeting with the safety team every week and would like to meet every injured person as soon as they are well, so that I can understand from them exactly what we need to do to make it better. I will then go down to the production line and perform the same task that they perform.

This is what all managers at Tesla should do as a matter of course. At Tesla, we lead from the front line, not from some safe and comfortable ivory tower. Managers must always put their team’s safety above their own.” (Electrek June 2 2017)

This email is a great example of a servant leader who is dedicated to making the workplace a safe and positive environment for his employees. It is not enough for your product to be exceptional, your experience needs to be exceptional as well. The customer experience starts from the inside out with your employees.

Discussion

What do you think about Elon’s email above?
Do you have any examples of problems you have solved by experiencing your experience and working the front lines?

Share your experiences of servant leadership in the comments below!

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