Archive for October, 2012

Always Begin With the “WHY”!

It’s 3:00 Friday afternoon, and your best customer calls.  He’s in a real jam and needs a simple and inexpensive part to complete a job and quickly fills you in on all the details.  Oddly enough, you are completely out of the item, but fortunately any of your surrounding stores has plenty on hand.  You ask Bill, the only one in your branch not doing anything terribly important at the time, to run and pick up the part and deliver it to the job site as quickly as he can.  Then you return to your work.

In the mean time, Bill who’d had to skip lunch earlier during a rush of customers, stops on his way to grab a sandwich and soda.  He’s not really dragging, but he’s also in no big hurry.  He chats it up a bit with the guys at your sister store, and then heads to the job site.  He arrives just in time to see your biggest customer getting locked out of the property for the weekend, due to a conflict with a major event being held there.  He looks completely depressed…because he is!

You see, just as he’d told you on the phone, this job needed to be completed by close of business TODAY, or he’d be facing $25,000 in late penalties!  The 6 month project was all but done, except for the  $6 part.  When you took the call you didn’t think twice about not getting your customer what he needed, as it seemed like a slam dunk…IF…everyone involved knew what was at stake!  Remember, you only told Bill that your customer needed a simple part.  To Bill there was NO urgency…and being relatively new he really didn’t even know how important the customer was to your branch…and the company!

Communication is the lifeblood of an organization, a project, a relationship!  Without it any of these will suffer at least, and possibly die.  In communication, the “what”, the “when”, the “where”, the “how”, and the “who” are all important elements, but the “WHY” is king!  The “what” informs, but the “WHY” inspires!  The “how” instructs, but the “WHY” transforms!

When you communicate with others…especially with employees, and most certainly when giving instructions, go back, way back, to the very beginning and explain the “WHY” behind everything!  Don’t sell your employees, your children, or anyone else short.  Not only CAN they handle the details – the big picture…they NEED them if they are to become engaged!  And we all know the difference between the engaged and disengaged performer!

To get the very most out of people you have to reach their hearts because the heart is where the “WHY” lives!  Always begin with the “WHY”!

Lead on…

Cliff

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October 26, 2012 at 3:39 pm Leave a comment


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