The Secret to Transform Your Culture or Results is One Often-Ignored Leadership Skill
“I’m so frustrated.” Mark, the Senior Vice President of a rapidly-growing communication hardware company serving the United States, leaned back in his chair and blew a heavy sigh past his mustache. “I’m hoping you can help me. It’s like there’s some key leadership skill I never learned.”
He continued: “Three of my direct reports are behind on projects I delegated. I walked through our contact center and customer service was a mess even though we invested all that time in training. Our quality initiative is stuck in neutral…it just seems like we can’t seem to get anything done.”
Mark is well versed in leadership and management. He knows the M.I.T. (Most Important Thing), how to set clear shared expectations, how to make sure everyone knows how to succeed, he knows how to reinforce what success looks like, and he knows how to inspire, to celebrate when it goes well, and how to hold everyone accountable when it doesn’t.
He knows all of these fundamental leadership skills.
So what’s the problem? What’s the leadership skill that Mark feels like he’s missing?
The Missing Leadership Skill
As we work with thousands of leaders around the world and watch them start using Winning Well leadership and management strategies, we’ve seen a common theme when it comes to who succeeds over time:
When it comes to changing a culture or transforming results, they don’t just start – they finish.
Sadly, organizations are littered with leaders who start, but never finish:
- The leader who says the meeting starts at 9, but when someone is late, doesn’t say anything.
- The manager who declared that a customer call must begin with empathy, confidence, and connection, but he only said it for two weeks and never got back to it.
- The team leader who facilitates a great meeting, helps the team dig deep to make tough commitments, but doesn’t follow up to see that it happened.
- The manager who has a brilliant performance coaching conversation with an employee who needs to improve in one key area, but three months later has never reviewed the desired new behavior.
- The team leader who declares a new era of entrepreneurial teamwork, but then never asks for a single new idea.
- The manager who delegates a project, but never receives it back.
It doesn’t take many of these failed commitments before your team loses faith in your ability to make change happen, and worse, you lose faith in yourself.
Make Your Choice
When you set an intention and follow through your confidence increases. Your team knows they can believe you, trust you, and rely on you. You credibility builds.
Finishing is a choice. It doesn’t happen by chance. In fact, the chances are it won’t happen at all.
Here’s the deal: life is busy. You’ve got more to do than time to do it. Your plan is going to get interrupted and your interruptions are going to get interrupted. If you don’t have an intentional, focused way to finish what you start, it won’t happen.
Effective leaders consistently choose to finish – but they don’t leave it to chance or a heroic act of willpower.
Make It Automatic
If you have to spend energy trying to remember everything you need to finish you’ll never do it. There’s just too much going on and your brain has limited energy. Just thinking about every open loop can be exhausting.
There’s a better way: schedule the finish.
The moment you set an intention, make an appointment with yourself or with the other person where you will complete the intention or take the next step. The key is when. What moment in time will you follow up, follow through, and finish?
Here are some examples:
- When you have a performance conversation using the INSPIRE model, the final step (E) is the Enforce step. Schedule a brief meeting to review their desired behavior. Eg: “Sounds good. Let’s meet at 10 next Tuesday to see how this is going and if you have any questions.”
- When you delegate, schedule a time where the other person will meet with you in person or by video to return the project to you, answer questions, and discuss next steps.
- When you lead a meeting, conclude the meeting by asking who will do what, by when, and “How will we know?” The final “How will we know?” are scheduled commitments to the team. Eg: “We will all have our data to Linda by Friday at 4 pm. Linda will send us the new process by Wednesday at 3 pm.” Everyone puts the times on their calendar. If Friday 4 pm comes and Linda doesn’t have data from Bob, she calls him. If 3 pm Wednesday comes and they don’t have the process, they call Linda.
The key in all these examples is to make an appointment. There is a difference between a to-do item and scheduled time on your calendar, particularly when that time is scheduled with another person. The likelihood of you both keeping your commitment increases significantly.
For items that don’t naturally fit in a calendar appointment (eg: you’re rolling out a new process to improve on-time delivery and quality), you can still make appointments with yourself to reinforce the initiative (communicate at least five times through five different channels) and to review performance.
When you create an expectation – particularly a new one that is the result of training or a new process – follow through on behavior quickly. When people get the behavior right, celebrate it, acknowledge it, and reinforce that this is what people like us do.
When it doesn’t happen, have quick INSPIRE conversations to redirect people back to the new way of doing things. If there are problems that prevent people from doing what’s needed, solve them quickly and visibly.
(This is the strategy at the core of the Confidence Burst strategy.)
Finishing isn’t flashy, but it’s a leadership skill with a huge payoff.
Martin didn’t need to learn a new strategy or read another book. His only missing leadership skill was to finish what he started.
Finish. Schedule the follow-through. Don’t leave it to chance or your to-do list.
We’d love to hear from you: As a leader, how do you ensure you finish what you start?