Tag Archives: #winningwell

Jill Schiefelbein

Marketing After the Purchase: 4 Emails to Educate Your Customer (Jill Schiefelbein)

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Winning Well Connection

We first met Jill in person at the National Speaker’s Association conference in Washington, DC a few years ago, and she’s become a wonderful friend as well as a deeply respected colleague. She’s been an avid Winning Well supporter from the beginning. Jill’s new book is a must-read if you’re an entrepreneur or aspiring to be one. 

Dynamic Communication

In today’s digital world, there’s no such thing as business hours. A business can never truly be “closed” anymore. That’s not to say that your physical office space doesn’t shut down. But it is to say that your customers, and your potential customers, expect access to you 24/7. Whether that access comes in the form of information on your website, engagement and interaction on and with your social media channels, or leaving a review on a third-party site, your business is always “open.” You can never stop paying attention.

Yet many digital marketers stop communicating once their marketing is successful and a purchase is made. They effectively close up shop.

After making a purchase, customers are more likely to engage with you. In fact, 69% of a customer’s first-year spending with you will occur in the 30 days post purchase. If you’re not taking this opportunity to extend your marketing, you’re missing a potential gold mine.

Taking control of your client onboarding process and providing multiple communication touch points and proactive offers of support is a digital marketing strategy that will keep your customers engaged with your product and your brand. Here are several post-purchase emails you can send to communicate with and educate your new customer in a way that leads to further engagement.

 Post-Purchase Emails

The Welcome Email

Welcome to the XYZ family/community, and thank you for trusting us with your XYZ needs.

A “thank you” email tends to signify the end of a relationship, not the beginning. Instead, reframe your first email to your consumer welcoming them to your family/community (or whatever word best exemplifies your brand).

In this email you should provide direct contact information—details that will allow them to reach a real human as soon as possible—and any support information that the customer may find useful.

As you start to use the product, we’re always here to help. There’s also a robust online community of support documents and forums accessible to you 24/7.

Make sure in this email that you also take the opportunity re-emphasize the benefits and outcomes the customer will achieve by using your service.

The Check-In and Knowledge-Drop Email

Within the first 72 hours a customer has your product or service at their disposal, reach out. (This assumes that if it’s a product that’s being shipped that you are providing status updates for the consumer along the way.)

In this email, ask for engagement and provide value. Ask your customer to share what they’ve found most useful, helpful, fun, exciting, about your service. Then, drop some knowledge.

Share a piece of short, educational content that informs your customer of a feature of a product or an added-value in the service.

Many XYZ users find that the ____ feature is a major time-saver. Have you used it yet? If not, check out this video to see how it can make your experience even better.

The Providing Context and Action Steps Email

Gather case studies from your consumers and categorize them in a way that makes sense for your business (industry, business size, family size, etc.). Then, provide these contextual examples to your customers.

One place where many companies fall short is providing case studies, but not providing action steps. Gather success stories but be sure to break them down into manageable and executable action steps for your customers to follow. Specificity is important.

We thought you might like to see how Rosemary, a fellow hospitality business owner, uses XYZ to help mange her social media engagement.

Then provide the situation and context, the process, and the result. At the end, include the step-by-step actions your customer can take to achieve a similar outcome. This is also a good opportunity to note upgraded features that could further extend the success through a continued narrative.

To implement this plan for your business … (insert action steps).

And if you’re curious, Rosemary just started to test out the XYZ feature and we’ll keep you posted on her results! (Of course, taking the chance to link to the upgraded feature.)

The Customization Email

If your service or product can be customized, personalized, or upgraded, this is a prime email to use. Maybe you offer a free training. Perhaps you offer a user community. Propose scheduling a one-on-one personalization session. And make it easy for your customer to access these resources.

We want to make sure you’re getting the most out of your XYZ experience. If you’d like to chat with one of our product customization experts to make sure you’re getting the most out of your purchase, schedule a 30-minute session.

Then, of course, link to an easy online scheduling tool. And ensure that, when your customer schedules, she is able to input specific questions that she has to help guide the conversation.

Remember, once your marketing is successful you still have a lot of work to do. Think of the post-purchase email marketing opportunities as ways to educate your customer. When people have questions, they want answers. Be the brand that answers their questions, and you’ll make an impression. Be the brand that anticipates questions, and you’ll make an impact.

Note: This article contains excerpts from Dynamic Communication: 27 Strategies to Grow, Lead, and Manage Your Business (Entrepreneur Press, March 2017).

Winning Well Reflection

Jill has given us a fantastic blueprint to building our relationships with customers. We particularly enjoyed the notion that a purchase is not the end of the relationship, but just the beginning. We invite you to view your relationship with your team members the same way: when you hire someone, it is the beginning of the relationship. How do you put people before projects, invest, connect, and collaborate from there?

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Justin Maust

Refuse to be Offended (Justin Maust)

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Winning Well Connection

Justin and I were introduced to one another through a common connection who just knew we needed to know one another based on our values-based approach to leadership. One thing led to another, and in a few weeks, I’m delighted to be keynoting at his  Lead USA event in South Bend, Indiana and simulcast (learn more about the event here).

I’m impressed by Justin’s confident humility–executing on an impressive vision for a rock-star event that grows each year, along with the humility to find new ways to serve.

One simple tactic to give your team an edge.

Sometimes a leader needs to be the hammer. You strike a nail to put it in its proper place so that it can hold a structure together for decades. Other times you need to be the nail. Allow the hammer to strike you so that you can effectively support the structure. It’s impossible for the hammer to hold the structure together alone…the nail is his only hope. It’s also impossible for the nail to have any real impact or value to the home without being struck. Bad hammers ruin good nails. Bad nails get bent over the smallest swings.

Refuse to be offended today. Great leaders must strike the issues that disrupt progress and great team members need to be mature enough to receive the strike. When nails leave their place, the house falls apart. When hammers refuse to swing, nothing gets built. A bent nail eventually gets thrown away. A hammer that refuses to be swung is simply a paperweight.

The Brutal Truth

Taking offense or not taking offense is a choice. Each time a comment is directed at you or each time someone sends an email…you have a choice. We forget that fact. Offense is a choice. It’s a decision to allow yourself to become angry, bitter, resentful, hateful, etc.

What does it mean to take offense? You allowed another human being to get underneath your skin.

Here are the synonyms of the word “offense”:  annoyance, anger, resentment, indignation, irritation, exasperation, wrath, displeasure, animosity, vexation, ill feelings, disgruntlement, rage.

The problem with taking offense is that we think it will make us feel better about the situation. Or that being offended allows us to get back at that person. But the simple truth is this: We are the ones that are harboring all this negative energy.  It’s bottled inside of you. When you allow yourself to become offended, you begin to let anger, resentment, wrath, animosity, indignation to live inside your body. Carry “OFFENSE” inside you long enough and you are sure to show some physical & emotional symptoms due to the stress and pressure that it brings.

The Antidote to Being Offended

When you are offended, you are thinking and focusing on yourself.  When you are offended, you feel as though someone is attacking you personally and it’s easy to let your emotions take over.  The root of offense is PRIDE.  Offense happens because you are thinking too highly of yourself. The ROOT problem of getting OFFENDED by others or being OFFENSIVE to others is PRIDE.

Humility is the antidote that will cure your disease of pride.  In Good to Great, Jim Collins writes about the Level 5 Executive.  Extreme Humility is one of the two character traits of leaders that take their companies from Good to GREAT.  Pat Lencioni writes about humility in his book, The Ideal Team Player.  He says there are three virtues that create the best team members:  Humble, Hungry and Smart.  Out of the three, he says that being HUMBLE is the most important virtue of the three.  Proverbial wisdom even tells you that God opposes the proud and gives grace to the humble.

Pride kills team chemistry.  Pride creates silos.  Pride is what causes leaders to think too highly of themselves.  Humility changes your perspective.  Humility causes your focus to go from ME to WE…..from “WHAT DO I THINK IS THE RIGHT STEP?” to “WHAT DO WE THINK IS THE RIGHT STEP?” from “WHAT DECISION WILL MAKE ME LOOK GOOD?” to “WHAT DECISION WILL MAKE US ACHIEVE OUR GOAL?”

A simple “Google” search definition of humility:  A modest or low view of one’s own importance; humbleness.  As you practice the virtue of humility, you will become less and less offended by others and more and more concerned about helping others and your team succeed.  While this may not be a quick fix, humility allows you and your team to build a dynamic culture that will improve your team’s level of trust, transparency, and ability to solve complicated problems with others.

TAKE ACTION TODAY:

  • What can you do to live and lead with more humility at work and at home?
  • What relationships are at risk due to bitterness and offense?
  • What specific actions using humility can rebuild these key relationships?

Refuse to be offended by choosing to live with humility each day.

Winning Well Reflection

In Winning Well workshops, as leaders lower their guard and begin to discuss the real issues they face every day, one that inevitably comes up is what to do with people who get angry, upset, or offended when you truly haven’t done anything inappropriate. We appreciate Justin’s answer here:  humility. We frequently invite leaders to remember that you are not the center of anyone else’s universe. People’s behavior is generally about them, not about you. The exception, of course, is when you have treated someone inappropriately, broken your word, or hurt someone. Having the humility to own your behavior and apologize is just as important to build trust and enhance your relationships.

Is Your Mom a Winning Well Leader?

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Moms are full of wisdom, aren’t they? Many leaders credit their moms for their influence, such as:

Mama was my greatest teacher, a teacher of compassion, love and fearlessness. If love is as sweet as a flower, then my mother is that sweet flower of love.
~ Stevie Wonder
All that I am, or hope to be, I owe to my angel mother.
~ Abraham Lincoln
My mother said to me, “If you are a soldier, you will become a general. If you are a monk, you will become the Pope. Instead, I was a painter, and became Picasso.”
~ Pablo Picasso

In honor of Mother’s Day, we want to take the month of May to honor moms and their words of “Winning Well” wisdom. Things like:

  • Do your homework. (Get to know your employees.)
  • Don’t be late! (Be true to your commitments.)
  • Call me when you get there. (Stay connected with your team.)
  • It’s not whether you win or lose but how you play the game. (Concentrate on the game, not the score.)
  • Do your best. (Your competition is mediocrity.)
  • Because I said so. (Well, not all advice is perfect.)

How about you? What wisdom did you receive from your mom that helps you win well at work (and in life?) What did your mom teach you (or model for you) about the importance of balancing confidence and humility and results and relationships?

moms adviceWe’d love to see your answers and we know it would honor your mom, too! Here’s a template to write out mom’s wisdom. Share a photo of it (even better if it’s with you and your mom!) and tag it #winningwell on whatever social media channel you want. We’ll watch for some to share on the site and our social media channels throughout the month!

When Working Hard Isn't Working– A #WinningWell Video Interview with Dan Rockwell, Leadership Freak

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“It’s amazing how many times people are working…HARD..,, and when you ask them what they’re really trying to accomplish, they’re really not sure.”

-Dan Rockwell, Leadership Freak, reflections on Winning Well

While out on our Winning Well Tour, David and I had an opportunity to visit with Dan Rockwell, Leadership Freak, to hear his perspective on what it means to win well.

This interview as particularly poignant for me since, Dan and I have connected early in my blogging journey, long before I left my day job at Verizon, and he’s been a wonderful supporter and friend.  You can read a bit from our 2012 interview of here.

Do you know a leader who Wins Well? Please let us know.

Winning Well in the News

In addition to our Winning Well speaking tour, David and I are having a blast talking with the media. Here are a few of our latest gigs.

fastleadershowFast Leader Podcast

An Interview with Skip Prichard.

#WinningWell – Your Practical Guide from Amacom Books

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The Winning Well ruckus has been a delight…and part of that is the chance to be part of Amacom’s book family. The American Management Association is a leader’s source for so many great resources, it’s an honor to have Winning Well among them.

A Winning Well Preview on AMACOM

“You can’t be in last place!” Joe shouted, and immediately winced as he saw Ann’s exhausted eyes begin to tear up.

Later in his office, Joe admitted: “She didn’t deserve that. She’s a newly promoted center director working long hours in a fast ramp-up. The problem is, we’re out of time. The business plan called for this center to be profitable in six months, and it’s been over a year, and we’re not even close. My VP keeps calling for updates every few hours, and that just wastes everyone’s time.”

Joe squeezed his temples. “My people need me to coach and support them, but if we don’t improve in the next 90 days, none of us will be here next year. Maybe I need to go.”

No, Joe needs help Winning Well.

Read more at Amacom.

 

10 questions to ask whe your team's not listening

10 Things to Do When Your Team’s Not Listening

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Her call touched me deeply. She was trying so hard…to establish the right vision, to reinforce important behaviors, to scaffold and develop. Her team just wasn’t listening.

Perhaps you’ve been there too. You have a vision and you care deeply. You teach.  But no one seems to “get it”?

Here are ten questions to ask when you hit that wall.

10 Questions to Ask Yourself When Your Team’s Not Listening

1- Do you say it in different ways?
People learn differently. Some by seeing. Others by hearing. And others, through practice. Any important message is worth sharing 5 times, 5 different ways.

For example, to communicate a new procedure, you might use email, a staff meeting, a quick huddle, one-on-ones, and a little MBWA (management by walking around).

2- Do you say it often enough?
We’ve worked with so many frustrated leaders who tell us their team isn’t listening. When we ask if they’ve communicated the issue to their team, they say “yes.” But when we say when here’s what they say.
“Last year.”
“At that off-site the year before last.”
“We were in the hallway six months ago.”
“At the staff meeting last month.”
“In an email.”

Yeah, that’s not enough. If it’s important, try upping the frequency.

3- Do you check for understanding?
You always make sense to you. But do you make sense to them?  Ask your listeners what they heard.

4- Have you explained the “whys”?
Do people understand why you’re asking them to do something? Meaning makes your message memorable.

5- Are you ordering or inviting?
How can you include your team in the conversation? People own what they help to create.

6- Do you know what matters to them?
Everyone values something. If the values you promote conflict with your people’s values, you’ll have trouble being heard.

7- Do you have credibility?
If your team can say, “You don’t know what you’re talking about,” and they have evidence to back up their conclusion, expect to be ignored. Be sure you know what you’re talking about. If you don’t, include others in the conversation who do.

Winning Well: A Manger's Guide to Getting Results without Losing Your Soul8- Do you listen?
Ask your team, “Is there anything you’ve been trying to tell me that I’m just not hearing?” Be quiet and listen. Thank them for sharing, and respond.

9- Do you speak their language?
Do the words and concepts you use mean the same thing to your team that they mean to you? Are you sharing numbers and facts when stories would serve them better? Or, are you telling too many stories to a “just the facts” guy.

10- What do you really want?
Are you truly focused on results and relationships, or are other self-protecting or self motivations creeping in? There’s a big difference between wanting what’s best for the team and wanting what’s best for you. So what is it you really want? If the answer is submission—“I know what’s best, and they’d better listen to me”— you won’t ever have a team that wins well. They will act out of fear when they have to and ignore you when they feel it’s safe. When you want more—for the group to succeed together, to make an impact—you’re on your way to Winning Well

If you feel as if no one’s listening, ask yourself these ten questions and mix up your communication a bit.

Interested in reading Winning Well with your team? You can download a FREE Winning Well book group facilitator’s guide here.

See more in our Fast Company article: 3 Reason’s Your Employees Aren’t Listening to You.

5 Secrets To Effective Decision Making

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“Laura,” a senior exec working to build leadership throughout her team, looked up from her salad and confided.

“Karin, the truth is I have so many things going on in any given day, I may not remember the exact decision I made if it was a trivial matter, and I may not even remember exactly what I said about something important. But what I DO KNOW is what I WOULD HAVE SAID in any given circumstance. My values guide my decision-making, so the answer would always be the same.

If someone tries to twist my words, I just think “Is that something I could have possibly said?” If the answer is no, I move on. At the end of the day, if you are leading consistently, you really don’t have to remember that much.”

Exactly.

5 Secrets to Effective Decision Making

Winning Well managers know that like everything else that matters, decision-making is always an AND game of Confidence AND Humility, Results AND relationships. Winning Well leaders know that making the right decisions is clearly only the beginning, it’s also about building decision making competency throughout your team.

1. Be Crystal Clear on Your Values.

Taking some time to really consider your values and operating principles will save a lot of time-consuming waffling and hand wringing down the line. Write down your leadership credo, that way when the decisions get tough, you’ve got the scaffolding already in place.

2. Insist that people on your team make decisions they should make.

You use energy to make decisions. The more decisions you make in a day, the more difficult it becomes to make the next one. Stop making decisions you don’t need to make, and invest in helping your team build their decision making muscles. Ask great strategic questions. Be sure your team understands your values and any big rules. Most importantly, if you empower them to make the decision, don’t freak out when they make the wrong one. Take a deep breath and then work to understand the thought process, so the next decision they make will be less wacky.

3. Make low-risk decisions quickly.

If the consequences are minimal, make decisions quickly and move on. Save your 3 am worry for decisions that matter.

4. Make decisions once

This is an old and essential productivity tool. Look at an email once, then either delete it, act on it, schedule it for future action, put it in a file related to its project, or put it in a “maybe read later.”

5. Include the right players.

Before making any major decision ask yourself, “Who really needs to be involved in this and why?” Stakeholder, yes, but resist the urge to over-include.

Of course, you can follow these guidelines and still screw it up. Sometimes I do too. When that happens, don’t obsess, but do take a moment to reflect and take that learning with you for the next time.

really bad boss

An Anatomy of the "User" Manager

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If you only care about next week’s results, bring in a User Manager. He’ll get it done. But watch out for the aftermath. You know the type–the kind of manager who works to win at all costs. The guy who’s “all business” or the woman who’s “got no time for that crap (meaning connection and understanding).” They’ve got their teams spinning, scared to under-perform. Although there’s lots of work being done, stress and fear squelch creativity and conversation. The sad truth is, a “User” mentality can often improve results in the short term, but is no way to add lasting value.

An Anatomy of a User Manager

In our Winning Well model, David and I call folks like this “Users” because they tend to see people as objects to be used in order to get results.

VALUES:

User managers value confidence above humility. They prioritize results above relationships.

FOCUS:

User managers focus on short-term results. They emphasize getting things done today and will worry about tomorrow when it gets here.

BEHAVIORS:

User managers tend to treat people as objects—the people are there to achieve results and that is their only value. These managers push hard for results and try to compel productivity through fear, power, and control. At the extreme they say things like, “If you don’t like it, leave” and, “Why should I say thank you? It’s their job.” They do not offer relevant encouragement and are inconsistent with accountability, often becoming reactionary and explosive when frustrated with poor results. Their meetings are often one-way information dumps with requests for input met with silence. Meetings also end in silence, which the manager mistakes for agreement.

OUTCOMES:

People—User managers create work environments that resemble sweatshops. They do achieve results, but at a high cost. Their employees do the least possible to avoid punishment. People leave as soon as they can afford to. Employees don’t solve problems or take initiative; they are happy to leave those tasks to their manager.
Manager—Since they get things done through fear, power, and control they have to spend a tremendous amount of energy policing their workers, forcing people to work, and replacing employees who leave. They often feel out of control (since they can’t possibly control everything or everyone.) Frequently, these managers are frustrated, bitter, stressed, and suffer from poor physical and emotional health.

If you recognize these symptoms in yourself or others, we’ve got really practical tools and techniques to help you win well in the long run. Learn more here. http://winningwellbook.com

5 Ways Listening Like an Anthropologist Will Make You a Better Leader

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When I was in grad school, there were clearly two camps (and they didn’t respect each other all that much): The scientests out to prove their hypotheses through experimentation, control groups, and statistical analysis, and the qualitative researchers who showed up, listened, and let the theories emerge.

Being in business, and studying at night, I was initially drawn to the power of proof. But as I grew into executive roles, it became clear that the most important research skills I learned during that time were the ethnography skills of the anthropologists. See also The Power of a Road Trip.

As you move up the ranks, there will be others to crunch the numbers, and yes, you must be able to interpret them and make decisions. But most execs never fully master the art of showing up subtly, without pre-conceived conclusions and letting the data inform their hypotheses.

The good news is it’s not that hard (close your ears, ethnographers, I’m on your side.)

Karin Hurt’s Big Rules of Showing Up Like an Anthropologist

I label this as such to prevent losing my status as an adjunct professor in a prestigious MBA program, or to make anyone roll over in their graves. This is not based on a scientific review of the literature in the field as applied to business. Just my gut. Here it goes.

1. Truly believe you don’t already know

Quite frankly if you can’t pull this off, you’re better off staying in your office. Great Translators know they must listen first. If you’re out and about to “teach them a thing or two” know that you’re missing the most important point…and so will they. See when MBWA becomes OCHTC, you’re won’t learn beans. Like a good anthropologist observe what’s happening to you as you live in community with your employees.

2. Dress the part

Don’t show up in your power suit. Meet them where they are.

3. Shut up

Yes, you may think you have all the answers. In fact, it’s quite possible you really do. Save it for later. Sure it’s more efficient to turn the tables right there and then. What these folks need most right now is to be heard. Yes, yes, let it inform your communication plan. Yes, yes, explain your perspective. Yes, respond back in a personal message to them. But remember for this moment, don’t express your shock at the buried bodies. You are a listener. Concentrate on doing that well.

4. Collect unbiased themes

Honestly, I’ve attended skip level meetings with execs where they missed 90% of what they needed to hear, only to take away the stuff that proved everything was working just fine. And worse: that’s what showed up in their report! That works for a minute, but it’s no way to win well or achieve long-term success.

5. Engage

This is where I’m going to get into trouble with the scholars. But if you’re an exec, your intervention is, well, an intervention. Don’t argue or retort, but do show up with huge appreciation and an appetite for more. Explain why their perspective helps to improve the business. If there are immediate actions you’re taking away for goodness sakes say that.

Imagine the possibilities if you showed up like an anthropologist every now and then.

37 Questions to Ask Yourself When Your Team Lacks Energy

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I was giving a keynote on Saturday to large group of administrative professionals. My speech followed the recognition lunch. In addition to their formal awards, they did one of my favorites, “Stand up if _____.” “Stand up if you’ve received your certification (nearly everyone in the room stood).” “Stand up, if you’ve achieved another important professional milestone (again, the room looked like a standing ovation).” “Stand up if you made a significant contribution as a volunteer this year (nearly all again.)” “Stand up if you’ve received any kind of recognition this year at your job (about 2% of the room stood).” I’m sure the intention wasn’t to prove that point, but it raised an important issue. These hard-working admins in vital roles, felt their contributions were not being recognized as they should.

Earlier that week I was working with a group of frontline leaders who supervise construction workers. I asked “What can you tell me about your team members? Are they married? Do they have kids? What do they like to do for fun?” One of the guys admitted. “Well, I only find out about that stuff when it becomes a problem. Like if they have to call take their kid to the doctors and miss work. Now that I think about it, it’s always in a negative context.”

If you’re full of energy, but your team looks like they need a good shot of an energy drink to get going, ask yourself these questions.

37 Questions to Ask Yourself if Your Team Lacks Energy

Do I SEE them for who they are?

  • What do I know about my team members as people (e.g. What do they do for fun? What is their significant other’s name?) This free tool can help. connections worksheet
  • Do I know about their additional talents and skills (those not necessarily used in their core job) that we could tap into for special projects or events?
  • Do I help them leverage and develop their strengths?

Do I TRUST them?

  • Do I rely on them to make decisions in their areas of expertise?
  • Am I able to be vulnerable with them?

Am I SUPPORTING them?

  • How do I advocate for them and their careers?
  • Who needs more support?
  • Have I ensured they have adequate tools and resources to be effective?

Am I CONNECTING with them?

  • Does my team truly understand what we’re trying to accomplish and why?
  • Do we have times that we talk about things other than work?
  • Do we enjoy being around one another?

Am I HEARING what they are telling me?

  • How could I make it easier for them to give me feedback?
  • When someone gives me bad news, how do I respond?
  • Do I ask for their opinions?

Am INCLUDING them?

  • Do I involve them in decisions?
  • Am I willing to share sensitive information?
  • Do I give them opportunities to present to my boss?

Are we SUCCEEDING?

  • Do we take time to understand our successes as well as our failures?
  • How do I help my team become more resilient to setbacks?
  • What could we start doing today that would have the biggest impact on our results?

Am I RECOGNIZING their contributions?

  • Do I provide a good mix of positive and constructive feedback?
  • Do I say “thank you” enough?
  • Do I know how each of my team members likes to be recognized?

Are we HAVING FUN?

  • Do we find time to enjoy our work and one another?
  • Do I create an environment that fosters creativity and fun?

Am I REAL with them?

  • Do I share my thoughts and feelings with candor?
  • Do I explain the reasons behind controversial decisions?

In other news.

energize your leadership16 Authors from around the world met through social media and discovered a shared passion–leadership. We all have varying backgrounds ranging from senior leaders within organizations to consultants, coaches, bloggers, and authors. Today we announce the launch of our collaborative book, Energize Your Leadership. See the video trailer here, or visit our site.