goals – Page 5 – Elisa K. Spain

Wait I Am An Entrepreneur, Not A CEO!

November 15, 2016November 15, 2016 by Elisa SpainNo Comments

In my practice as a Vistage chair, I often hear entrepreneurs say, “I don’t want to lose the culture as I grow this company” or “We are like a family; I want to keep this feeling as we grow”. And yet as the company grows, the culture inevitably changes and the owner no longer knows the name and the family of every employee.

In the early days, everyone is equal and it is all about getting the job done, getting the orders out, meeting the customer needs. Typically the owner is the chief sales officer and innovator. As a company adds more people, “management” becomes necessary and terms like “building a leadership team” come into play.

Suddenly the owner is thrust into the role of CEO. Some enjoy the change, and most long for the simpler days when everyone was pulling together without any hierarchy. And, while longing for the “old days” s/he is excited about the growth and excited about having a broader impact.

So… s/he hires some executives and asks them to show the way. All well and good, except these folks are focused on their own career path. These key executives want the opportunity to innovate and have an impact themselves. The CEO while still expected to define the vision, must also become a coach and mentor, allowing others to grow and develop as leaders.

This transition from entrepreneurial management to professional management is what Vistage is all about. Members come together to discuss these challenges and inspire each other to make the necessary changes to achieve the results they desire. The ultimate goal for most is to build a sustainable enterprise, one where the CEO’s vision can be achieved without the CEO’s handprint.

Those that are able to make these changes are those rare few that build and lead the less than 1% of companies >$100mm in revenue.

The Unintended Consequences Of Mentorship

November 10, 2016November 10, 2016 by Elisa SpainNo Comments

During my career I have been fortunate to be a mentor to several talented individuals, and to have had wonderful mentors myself.

For me, there are few rewards in leadership that are as good as those that come from mentoring someone and watching them grow into successful leaders themselves. Similarly, I can attribute much of what I have accomplished to the mentorship I have received throughout my career. Mentors who generously gave their time and wisdom to me and modeled behavior I wanted to emulate.

And at the same time, I have discovered some unintended consequences of both being a mentor and having a mentor.

Occasionally, we are seen as mentors without realizing it. We become role models for others sometimes without knowing it. So what’s the issue? Being a role model equates with expectations. When we don’t meet those expectations, the impact can be crushing. After all, we are supposed to be wise and set a good example, and, know what to do, and, do it right… and guess what? We all fail sometimes; we all do things we aren’t proud of sometimes. In short, mentors are humans and if we expect our mentors to always do the right thing, the best thing, we will always be disappointed.

And as mentors, we forget sometimes that mentorship is not forever. We must recognize when it is time to evolve the relationship and recognize when our mentee grows beyond their mentor. It’s not that we don’t benefit from mentoring at every point in our lives; rather it is that a single mentor fulfills a role at a point in time. And then it gets sticky. What happens next? The relationship was uneven. Can it move to a peer relationship? Or does it end? Endings are sad, and sometimes necessary. In my experience, it is delightful when a mentor becomes a friend and peer. For this to happen, it takes awareness, intention and ego set aside by both people. Not easy.

So, the next time you become a mentor or seek a mentor, ask yourself, and even better ask your mentor/mentee:

What do I expect from me in this relationship?
What do you expect from me in this relationship?

Time To Find Something New?

October 23, 2016October 6, 2016 by Elisa SpainNo Comments

So many quotes, so many articles written about the value of sticking to something, the value of not giving up, the value of continuing to stay the course even in the face of adversity.

But what about the flip side? What about the importance of recognizing when it is time to find something new?

Time for the entrepreneur, who after 5 years doesn’t have traction, to try the next thing. And instead, she shows up every day to try, try try; but it is not fun, perhaps never was, and the results show it.
Time for the founder who created something special, had fun when it was small and is no longer working in his genius to move on. Perhaps hire a president, perhaps sell, perhaps even shut down. And instead of moving on, he shows up every day to try, try, try; but it is no longer fun and the results show it.
Time for the young professional manager to pause and think about what she really wants from her career. Perhaps, give up managing because it’s not what she likes or move from the safe corporate job to a smaller company where she can have more of an impact. Instead, she shows up every day to try, try, try, but it is increasingly hard to do. It’s not fun and the morale of her team shows it.
Time for the mature professional manager to retire. He long ago lost interest in his work, but has no idea what he would do with his time. So instead of figuring out what else may be on the horizon and meeting with a financial planner to understand his financial options, he shows up every day to try, try, try; but it’s not fun, and the results show it.

Is any of this you? Is it time to for you to find something new?

Goal Time Again

October 2, 2016September 15, 2016 by Elisa SpainNo Comments

Each year when the leaves begin to fall, it’s a reminder that we are entering the final quarter of the year. For me, it’s time to take stock of what has happened thus far this year, evaluate how we did against our plan and begin thinking about next year.

The questions I ask are:

What would you like to be different in 2017, either professionally or personally?
What will you plan to do differently, so that you achieve these different results?
How will you hold yourself accountable for these results? Will you write down your goals? Will you carry them around with you as a reminder of your desires?

What Is Our Leadership Role In Service Recovery?

September 11, 2016September 2, 2016 by Elisa SpainNo Comments

I recently had a small remodeling job in my home that, despite excellent intentions on the part of the provider, did not go well. This project failure got me thinking about service recovery and what exactly that means. I have also come to realize that the definition may be different, depending on whether you sit on the customer side or on the provider side. After all, where we stand is always based on where we sit.

Most of us, as leaders, focus our attention on getting things done right the first time. In manufacturing, error rates are measured down to the level of “six sigma”. While excellence in delivery is an appropriate goal for high performing companies, even high performing companies make mistakes. And for me, true excellence is reflected in what happens next. In short, true excellence shows up when service recovery is required.

In my experience, what the customer wants falls into two parts, acknowledgement of the error and assurance that the provider will find a solution to the problem.

What often happens looks more like this…

Instead of acknowledging there was an error, the customer contact person seeks to explain the problem. Sometimes this effort to explain may appear to the customer as avoidance or worst case, blaming the customer.

Instead of seeking to find a solution to the problem, the customer contact person may simply abdicate. Sometimes, in a true effort to please the customer, the rep leaves the problem solving to the customer, and simply says, “tell me what you want and I will do it”.

Our folks who are in front of customers all the time are faced with service recovery situations frequently. Most excellent companies train their people to do it right, and employ good quality control measures to ensure this outcome. These same companies also train their people to “give good customer service” when a problem arises. As a result, when there is a small product or service failure, the contact person can successfully diffuse and handle the situation themselves. In fact, lots has been written about empowering customer facing staff to recover, and many companies employ these techniques. Examples include “try me” items at Whole Foods, to the much quoted “Ritz Carlton way”.

Sometimes though, the failure to perform is significant both in terms of dollars and customer satisfaction. It is in these situations that excellent companies have an escalation process, perhaps even a task force to resolve the situations. For me, this represents true excellence for two reasons. First, the customer feels valued and feels assured that the problem will be solved. And, equally important, the line person has support in resolving the problem.

I leave you with these two questions:

What is your escalation process when a significant failure to deliver happens? Are you or someone from your leadership team notified immediately?
Have you defined “significant” so that your line folks know the situations they can and should handle themselves and the ones that they need to escalate?

Whose Responsibility Is It?

August 21, 2016August 16, 2016 by Elisa SpainNo Comments

I am one of those people with what I call an ‘overdeveloped sense of responsibility’. And, I am working on this. What I have learned over the years is when “we” are responsible, rather than “I” am responsible, we all get to a better outcome. As part of my work as a Vistage Chair, I lead peer group meetings. Sometimes these meetings are outstanding and sometimes not. It’s easy as a leader to fall into the trap of telling myself I did a good job when they go well and blaming myself when they don’t.

And, what I have learned is fantastic days are the ones where everyone is engaged in creating a best day. And the ‘not so good days’ are the ones where something is going awry and no one says anything. Perhaps the silence comes from a place of respect for the leader; after all it is “their meeting”, its up to them to “fix it”. And when there is a series of “it’s up to him or her or them to fix it”, we can easily go from a ‘not so good meeting’, to a ‘not so good day’ or week and ultimately a ‘not so good outcome’ for the business.

All of us have the opportunity to be both leaders and followers in our daily lives. And sometimes we need to step up and take a leadership role in the moment, even when we are not the official leader. The next time you are in one of these moments, here are a few questions to consider as you perform a cost/benefit analysis of the situation:

If something is amiss in a meeting or a moment, and I stay silent, what is the potential cost to me, the group or the company?
If something is amiss and I speak up, what is the potential cost to me, the group or the company?
In a fair and bold cost/benefit analysis, what is the best and boldest choice for me to make?

Did I Delegate Or Did I Abdicate?

August 7, 2016August 5, 2016 by Elisa SpainNo Comments

Most of us who have been in leadership roles for awhile understand the importance of delegating. It’s simply a matter of leverage; the more we delegate, the more gets done.

And… sometimes we get confused. We think we are delegating, when in fact, we are abdicating. What’s the difference?

Delegate: entrust (a task or responsibility) to another person

Abdicate: to fail to do what is required by (a duty or responsibility)

For me, one question defines the difference:

At what point in the process will I know if my expectations were met?

If the answer is, at the end, or maybe not until there is a serious problem or a disaster, we have abdicated not delegated.

Hmm… guess that means if my intention is to delegate, I must take the following 5 actions:

Clearly outline my expectations
Check-in to see if my expectations were understood
Agree how both progress and outcome will be monitored and measured
Agree when and how progress will be reported
Agree when and how progress will be evaluated and adjustments made

“Okay”, you say, “I get that, when it comes to team members doing tasks, but certainly you don’t expect me to monitor my leadership team? That would be micromanaging!”

For me, there is a big difference between micromanaging and delegating. When we micromanage, we are checking in, hovering over, second guessing, etc., etc. Delegating, on the other hand, requires none of this. Instead when we delegate, we let the system manage accountability.

The CEO who hires a new sales manager, and then checks in daily on the activities each sales person is doing, is micromanaging. On the other hand, the sales manager who ties compensation to performance and publicly posts activity reports and results for each salesperson, is allowing the system to manage accountability. The sales team and the CEO can know at any given time who is performing, without asking or hovering.

The CEO who hires a President and then “goes fishing” or goes off to work on acquisitions without first creating agreements with the President around the 5 steps above, is abdicating. On the other hand, the CEO who sits down with the president and together they decide how they will divide roles and responsibilities and agree on the management reporting the CEO needs to monitor and evaluate, is delegating. Once again the system, in this case a combination of agreements and reporting, is providing the accountability.

So, next time you are wondering if you are micromanaging, instead of abdicating, pause and ask yourself, what systems do I need to put in place so I can delegate instead?

Declare Your Independence

July 3, 2016July 1, 2016 by Elisa SpainNo Comments

I have been reading a book called Necessary Ending, by Henry Cloud. In it, he uses a metaphor of rose bushes and compares them to our businesses, our careers and our lives. He explains that a rose bush cannot support all the buds it creates. And the ones that are beautiful only become beautiful because of pruning. Cloud describes three types of pruning: pruning the good but not great branches; pruning the sick branches; and finally pruning the deadwood. Perhaps the last two types are obvious, albeit sometimes hard to do in life. The first made me pause; really, I need to cut off some good branches for my rose bushes to flourish?

And, as I think about the upcoming independence day, I am noticing the parallel between necessary endings and independence. For some of our forefathers, my guess is the relationship with Great Britain was good, but not great. It certainly had benefits to go with the taxes and other challenges. And yet, despite the benefits, the founders of our country had the courage to recognize that an ending was necessary, declare their independence and fight for it.

So, for each of us, the question becomes…

Who or what do we need to declare our independence from (and perhaps fight to summon the courage to do it) so that we and our organizations can flourish like a well-pruned rose bush?

Is The Sky Blue?

June 19, 2016June 17, 2016 by Elisa SpainNo Comments

In my work as a Vistage chair and leadership coach, I am constantly reminded that despite the fact that we are all the same species, with many characteristics in common, we truly do see the world differently.

We expect this to be so, when we travel internationally or interact with people of differing ethnic, cultural and national backgrounds. In these situations, most of us have a heightened awareness of our differences and most of us realize we need to pause, think about what the norms are for the other person, think about what we have learned about their culture and modify our interaction and our behavior accordingly. An easy example I remember from the international training I had in the corporate world is how we exchange business cards. In the U.S., we simply toss our card on the table. In Japan, a business card is “presented”; held in two hands and a formal exchange.

Yet, when dealing with people who speak our same language, we often forget to pause. I remember a colleague of mine from the UK saying, “we are two countries, divided by a common language”.

We forget that just because we speak the same language, may even come from the same community, we see the world differently. And the closer a person is to us, the more likely we are to forget. We simply carry on, behave in a manner that comes naturally to us and when it works, it works. And when it doesn’t, we leave a wake. Sometimes we recognize the wake we are leaving and work to repair it; sometimes we don’t see it.

When we are in a leadership position, and leave a wake with our folks, it is rare that it is brought to our attention directly. Rather, we learn about the impact we had, from actions and behaviors we see exhibited by our staff. Often we don’t connect the dots and see that it was our wake that caused the behavior in others that we don’t want to see.

So, what to do? Here are the questions I am asking myself:

Can I slow down, so that I have this heightened awareness in all conversations?
Once I notice the conversation is one that requires special attention, like the business card exchange, what do I already know and what do I need to learn about the other person, that will help me handle my delivery in a way that lands as intended?
When have I left a wake, what do I need to do to clean it up?

Are You Willing To Wait For Transformation?

June 12, 2016June 9, 2016 by Elisa SpainNo Comments

Change is hard; it taxes the soul of both leaders and followers.

And, for many of us leading change, I wonder if this frustration sometimes leads to giving up or giving in too soon?

Two years ago I began a transformation process with one of the peer groups I lead. The change was disruptive. Some folks stayed, some folks left and we began the hard work as described by Dr. Bruce Tuckman in his elegant model of team development and group behavior, i.e. forming, storming, norming and now performing.

At the beginning, the task seemed daunting, and I often wondered if we would be adjourning, rather than transforming.

And then… the process took on its own life. We stormed through to norming and today we are congratulating ourselves on how well we are performing. Looking back, the time flew. Looking back, it wasn’t all that hard. Once I articulated the vision, communicated it often and asked each member to own it, the change began to happen. We were mindful of celebrating our wins and mindful of institutionalizing our new approaches. And most importantly, we continue to be mindful that while the present is to be celebrated; it must also be monitored and evaluated. We must follow the DIME model to prevent the new practices from becoming stale.

Biggest learning for me: stay the course; transformation takes time. Allow it to unfold at its own pace.