The Advisor’s Corner

As a Leader, Do You Feel All Alone? That’s How I Felt.

February 8, 2016/in Ideas to help you build a solid team/by Tom Doescher

I must admit that I stumbled into the use of a leadership team (LT). I wish I could tell you that I followed a more thoughtful, strategic process, but that wouldn’t be the truth. (If you want more details, let me know.)

That being said, the result turned out to be more — and even better — than I anticipated. Take a look at our Doescher Advisors Leadership Team Checklist PDF. The checklist was created for our clients who are setting up leadership teams. I won’t take the time here to summarize everything that’s on this comprehensive list, but I will point out a few items and offer some editorial comments:

I find that LT meetings, if properly organized (i.e. the right agenda), provide practical, relevant “leadership development” for everyone involved (senior and junior executives).
If you have the right LT and you behave (i.e., you keep your mouth shut and listen), you’ll get immediate feedback on the decisions or initiatives that you’re considering.
I felt like I wasn’t all alone because others had skin in the game. Communications regarding new initiatives or significant decisions came from the LT, rather than me (although, obviously, there are times they should come from the leader).
It’s a great way to find out if there’s an issue that needs attention.
In between meetings, you have others who are looking at the big picture of the organization.
I would evaluate the LT based on the number of contrarian views expressed (you want to avoid groupthink).

I would strongly recommend that most companies take the time and effort to put a LT in place. I’m so passionate about it, in fact, that I would be happy to discuss the value of leadership teams with you, at no cost.

Client (Customer) Service Review Meetings

January 25, 2016/in Extraordinary Customer/Client Service/by Tom Doescher

I was recently reminded of the importance of this practice when a client reported they had just lost five large customers. After a series of questions, I told the client, “I’m not overly troubled by the loss of the customers, based on the facts (i.e., these events often seem to occur in waves); however, I’m very concerned that your company was caught by surprise. That really bothers me.”

A best practice we frequently recommend to our clients is to conduct Client (Customer) Service Review (CSR) meetings for their clients/customers — and that’s what we suggested to this executive. On our website, go to the Resource page and scroll down to Other Essays & Articles. There, you’ll find what I call a CSR Checklist. The checklist provides an exhaustive list of best practices.

One of the most significant conversations you can have during the CSR involves discovering the identities of your “insiders.” In my October 5, 2015 blog post, I discussed what the book The New Strategic Selling calls “coaches.” I like to call them “insiders.”

Consider the individuals at your major clients/customers. Who will tip you off and let you know that you’re in trouble? Maybe you offended someone inadvertently, or maybe a competitor has made some inroads.

Who will tell you?

The Five Intangibles of Leadership

January 11, 2016/in Sharpening Your Personal Leadership Skills/by Tom Doescher

Last year I heard Bill Hybels, of the Willow Creek Association, speak on the subject of leadership. He gave the appropriate acknowledgements to Richard Davis, author of The Intangibles of Leadership: The 10 Qualities of Superior Executive Performance, which he used as a basis for his comments. Here is a list of the five intangibles:

Grit — Passion & Perseverance The best leaders never quit. They say, “I think I can do this.” Often, they’re the same people who challenge themselves physically with marathons, mountain climbing, etc. They over-deliver to their customers/clients. Their followers notice this intensity and respond positively to it.
Self-Awareness The best leaders know two things. First, they understand what they are tethered to. This was Bill Hybels’ way of expressing that we are all a product of our past, both the good and the bad. What are you tethered to? Second, they recognize that we all have blind spots. Hybels quoted some research that concluded that leaders have, on average, 3.4 blind spots. Do you know your blind spots? Your team does. Do you have the courage to ask them?
Resourcefulness Bill Hybels says good leaders have a “high learning agility.” In other words, they figure it out. They identify what is broken in their company and they either fix it themselves or ask someone to help them solve the problem/s.
Self-Sacrificing Love Hybels says that because there are so many celebrity, narcissistic leaders today (I am sure you have your list), people are confused. He quotes the Gallup Organization, which has done extensive research on this subject, and he says he has come to the conclusion that if you want to be the best leader possible, you must love your team. He quotes a Bible verse: “Love never fails.” Does your team believe you love them?
Sense of Meaning I have written on this subject before, quoting Simon Sinek, Daniel Pink and others. Is the “why” or the “purpose” clear to your team? For example, Doescher Advisors exists to help business owners and executives achieve profitable growth that results in the creation of good jobs. This “why” motivates us every day. What is your “why”?

As a Leader, Do You Feel All Alone? That’s How I Felt.

Client (Customer) Service Review Meetings

The Five Intangibles of Leadership

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