March 20, 2012
Vision & Accountability by Joanne Ladley
We all know about the power of a vision. If you don’t know where you’re going, how are you going to get there? Articulating your direction, knowing who you are – it’s all fundamental to sustaining a successful business.
Let me add one more piece to the formula. Accountability to that vision.
Some of you know my son worked at Pike Place Fish Market for four years. On the surface and based on the video “FISH!” that made Pike Place world famous, one might think those fishmongers are all about having fun at work, throwing fish and creating a show for market visitors to enjoy. Those are by-products of the fishmongers’ real goal. What really drives Pike Place Fish is their vision – “World Peace, One Person at a Time.” The way that vision shows up is by making a difference for people, by being present in the moment and by being there for the people they meet at the market.
At Pike Place, they’re very clear about their direction – world peace. They’re very clear about who they are – peacemakers. And they’re very clear about how to fulfill that vision – make a difference for people, be present with them and make it your commitment that he or she leaves Pike Place Fish with a smile on her face.
Maybe most importantly, each fishmonger also asks a fellow fishmonger when he slips up on those fundamentals – “Hey, did you make a difference for that person right there?” Even better, when a customer walks away obviously thrilled with the tip she got on how to cook a King salmon, what to do with smoked cod, or completely relieved that his fish will be delivered to his hotel room door tonight so he doesn't have to lug it around all day, the monger gets a pat on the back and a “Now, that’s how you make a difference!” or “Way to go!” or just a wink of acknowledgement that he followed through on their purpose for being. And then at their mandatory bi-weekly dinner meetings, they review and renew those coachings and acknowledgements.
Vision is a powerful tool. It is a responsibility of the leadership team, Board or owners to create a compelling vision that will inspire everyone in the company to behave in a particular way. When the front line is holding each other accountable to behaving in that way, either by coaching when it doesn’t happen or recognizing people when it does, now that’s a successful, sustainable business.
December 5, 2011
Are You Sure You Know the Whole Story? by Joanne Ladley
As a consultant with the North Group I get to facilitate a number of peer groups. Establishing ground rules is always part of the first meeting’s agenda and “no judgments” is always one of our ground rules. Judgment makes it so easy to jump to conclusions or to form an opinion even if you don’t know the whole story. When you’re creating a safe environment you’re fostering a healthy community – be it a peer group or an entire city – and quick judgments do not further your cause.
I enjoy a very special opportunity as an Affiliated Consultant with North Group. It means I get to take on projects as my time and North Group’s demand allow. Consider this story from a tradition called “Giving Back” which the team members of Kitchen Kettle Village – where I spend the other part of my working life – have established at Christmastime.
The Giving Back program spreads across two school districts. Families receive Christmas dinner and other gifts for their children that they would otherwise not have. We hold bake sales, pancake breakfasts and gather donations from vendors and guests so we can collect and distribute items to those in need.
The spouse (let’s call him John) of one team member, who is particularly moved by the project, reluctantly offered one year to help distribute the gifts when the families came to pick them up at Kitchen Kettle the Friday before Christmas. That night a particular gentleman drove into the parking lot in a beautiful, expensive car and much to John’s surprise got in the line to pick up his free dinner and gifts.
“He drives a nicer car than I do,” John said rather angrily. “What’s he doing here?” As the driver of the car went through the food line it became obvious that John was going to be the one to help this gentleman carry the food and Christmas gifts to the man’s car. Imagine his surprise when the gift recipient asked if John knew how to open the trunk. The man said, “I don’t have a car and my neighbor let me borrow his to come get my food. I’ve never had so nice a car and don’t know where the buttons are to open the trunk.”
Remember, no judgment is a ground rule. You might not know the whole story.
We welcome your comments at blog@northgroupconsultants.com.
August 20, 2011
Relationship Checkpoints by Joanne Ladley
Lately I’ve been thinking a lot about relationships. What role do I play in creating the quality of the relationships I enjoy and treasure? And, is that role any different in the relationships that aren’t quite so easily enjoyed? Why are some relationships so frustrating and others so carefree?
The only constant ingredient in a relationship is me. If I’m not part of the equation, I can’t claim the relationship. So I must be the reason some interactions are easier than others, right? As much as I’d like to blame the other person when a conversation goes awry, it probably has more to do with me than with anyone else. Given that, I’ve developed a few checkpoints to ensure I’ve given 100% to the advancement of a healthy interaction.
Stop what you’re doing and honor the other person in this relationship by being with just them. We all pride ourselves on multi-tasking. We think we can’t survive unless we’re able to juggle five different balls which represent very important aspects of our life – our children, our spouses, our jobs, our bosses, our friendships. But think about it, you are only able to do one thing at a time at any one moment. The trick is to learn to be totally with the person or task you’re doing in any particular instant. No interruptions, no distractions, just one thing at a time. With practice, you may learn to move quickly from one person or task to the next. But at any given moment you are only focused on one thing.
Listen, I mean really listen, to what the other person is saying to you. Blank your mind, don’t have your answer ready before he even finishes speaking, don’t interrupt, and look him in the eye while he’s talking. Have you ever sat in silence? If you’re like me, a voice starts talking in your head during silence. It starts to remind you of all the things you have to do and wonders why you’re wasting time listening to nothing. When I’m listening to someone else talk, that voice still comes through sometimes. I’m not sure who that voice is but I do know I have the power to choose to quiet it. I just need to practice listening to only one person at a time.
Follow through on any commitments you’ve made. At the end of a conversation, make sure you know what you promised to do as a follow up. And then do it. And, do it in the timeframe you agreed. Don’t make promises lightly and be very clear what it was you promised to do.
Relationships are not to be taken lightly. If for some reason you betray a relationship, all you can do is hope and trust that the other person will allow you to make it right. If they don’t want to do that, you have very few alternatives. Checking your own role against a few basic habits like the ones listed above honors the esteem you give to another person who is important to you. And when someone else feels as if they’re important, it’s a pretty good foundation for a healthy, reciprocal and exciting relationship.
We welcome your comments at blog@northgroupconsultants.com.
