Category Archives: books

7 Leadership Books for a World Class Culture

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It has been said that leaders are readers, but it is often difficult to find the time to sit down with a self-improvement book in the midst of life’s fullness. For many of us, reading is not only a reprieve from stress, but an inspiration to find new ways to do a job more effectively.

The books I most appreciate are the ones which resonate with my own experiences, especially as a self-described high maintenance customer. My bosses expect excellence from me, and I have been conditioned to demand it from the companies where I spend my money. As a consumer, I can tell instantly if a business cares about building long-term relationships. There are 2 big tests of an organization’s culture of customer service.

1-Are the employees happy? I am sure you have walked in to a business and instantly caught a positive or negative vibe about the place. This vibe is a result of the team culture, which is rooted in how the associates are treated by their team leaders. We cannot expect our employees to offer good customer service if we don’t show them exemplary support and common courtesies. I have 12 different responsibilities in my job, but the one thing that is the most important to me, and I can do nothing else until it is done, is making sure my team has everything they need to be successful.

We all know that sub-standard employee performance and high turnover can be the death of any business. There is no greater responsibility than to recruit the best, train them well, and SUPPORT them. I just had a team member celebrate her 10-year anniversary with my department. During that time, I have made a conscious effort to offer my ongoing encouragement and tell her that I appreciate her often. It is the ideal relationship of mutual respect, and one that allows her to foster that same loyalty in the team she develops.

There is no way that the team members will care about the company, the product or the customer if the boss doesn’t care about them, as workers and as people. It has been said that 90% of an employee’s job satisfaction is how they feel about their boss. The strongest leaders I know in building a culture of customer service embrace servant leadership, where the boss is willing to jump in and work alongside of the team, both to set an example of excellence as well as to show that they are willing to help. They ask about their employees, they know about what is important to them, and they are approachable if the employee has a concern. They say thank you…a lot. They ask for their input. They know their strengths, and are interested in fostering their development. For more on this topic, consider these books:  The Customer Comes Second by Diane McFerrin Peters and Hal F. Rosenbluth and The 12 Elements of Great Managing by James K. Harter and Rodd Wagner.

2- How does the company handle mistakes? The second test of an organization’s customer service protocol is what I call the Art of the Apology. There was a time in my dealership’s history when our customer service national ranking was 210 out of 220 dealerships in the country. During those years, I called myself the professional apologizer. I learned what to do and what not to do during an apology, enough to write a book of my own. But the essence is this: we are people, we are going to mess up, but how we handle it shows our character for the better or worse. Think about how your employees apologize to you when they make a mistake. What do you like to hear? It’s the same thing that your customer wants to hear from you: I take responsibility, I will make amends and work to minimize the chance that it will happen again. What bosses and customers do not want to hear is excuses, reasons, finger pointing. The customer NEVER needs to hear why something messed up. Even if they ask why it happened, I tell them I am focused on the solution and assure them that I will later work behind the scenes to fix whatever broken process caused the problem. The only thing worse than having to apologize, is having to apologize to the same customer more than once for the same thing. If you find yourself if this position, there might be some teamwork issues to repair. Thankfully we have since repaired our team issues and are back into the top 10 in the nation, but let me assure you, it was an arduous climb back to the top. Fixing a culture is difficult, but it’s the only long-term solution. If this is a focus for you, check out The Five Dysfunctions of a Team by Patrick Lencioni. Many business books like this are presented in fable format, knowing that the busy executive only has the time and attention span for a helpful story-with-a-lesson. It makes for a quick read and a powerful testimony to the essential value of teamwork.

In addition to taking ownership, the other critical components of an apology include acknowledging the other person’s feelings and demonstrating sincerity. I put myself completely in the moment, give the apology my full heart and intention, and offer empathy for any frustration I may have caused them due to my lack of leadership. Let’s face it, if I had better leadership and processes, the incident would likely have not occurred in the first place. I am at the core of the mistake and should own that. People know when you speak from the heart, so mean what you say with your whole being. Acknowledge their feelings by saying “I know that must have been frustrating for you. I would feel the same way.” ONLY then can the relationship start to mend. For this topic, I suggest Legendary Service by Kathy Cuff and Victoria Halsey. I have had the honor of meeting Kathy and she changed my entire understanding of how to make amends with someone who is upset.

Here are a few action items to consider if you are dedicated to a culture of customer service.

  1. Create a personal mission statement-Life is short. Ask yourself what is your legacy. Do you want to be known as a nice person? A good father? A good boss? Your personal mission statement should infuse your actions at home and at work. Mine is to be a blessing to others. This mission simplifies my decisions and reduces my stress, because it guides my actions and demeanor. Consider the book Give and Take by Adam Grant as you craft your own. It may help you grasp why some people give more than others and why a shift towards giving is essential in business. If you are a giver in a world full of takers, it also helps you accept your less helpful coworkers better because you know they are wired that way.
  2. Kaizen is the Japanese word for continuous improvement and should be a part of everything you do. The only way to become a better leader and human being is to ask questions, read, take an interest in others and challenge yourself to learn from mistakes. The best title for this is What Got You Here Won’t Get You There by Marshall Goldsmith: It’s chock full of readable examples of top leaders and how they had to learn to change their ways to reach the next level of success.
  3. Learn these two phrases and say them often. I am sorry, and I appreciate you. (customers and employees). Mean it.
  4. Focus on your people. Get to know them, absorb stress for them, let them have some fun once in a while.
  5. Read How Starbucks Changed My Life by Michael Gates Gill. It will just take just a couple of days but it will stay with you always. A job with a supportive atmosphere can be life-changing for your employees. What a way to be a blessing to someone, and how rewarding to watch them thrive and develop while in your care.

One extra last Title I recommend:

Everybody, Always by Bob Goff: If spirituality is an important part of your life, this is a compelling message on how to love even the most difficult people in your world.

My First (sorta) Book Review

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happiness project

I am blessed to belong to an awesome book club that doesn’t take itself too seriously. It may well be the best club ever: not too big or small, not too casual or cerebral. Everything about it is just right. I often steal the line, “a wine club that likes to read”, because we enjoy our libations and fellowship as much or more than our book discussions. There is just one teensy problem with me and my club-I don’t like reading.

Don’t get me wrong; I used to love reading. But something oddly snapped off in the past couple of years. First it was fiction; I didn’t have any interest in novels. One of my club members Diane would say, “You know Angela, she only wants to read if she learns something,” which was true. But I also didn’t have the energy to follow a story. The difficulty came when I started losing interest in non-fiction. It may have been around the time of my Leadership Augusta Board Chair gig; perhaps I was too stressed or something. I could only muster enough attention for a blog or magazine article.

I might be back on track, however, thanks to one book: The Happiness Project. While I am still not entertaining any fiction titles, I did read this entire book-something I haven’t done in a long time. Sadly, I was unable to attend the book club meeting about it, so I decided to share my assessment via blog as a quasi-book review. It may be my first official book review, but with the disclaimer that since I talk so much about myself, it really doesn’t count.

The book is by Gretchen Rubin, who spends an entire year dedicated to the pursuit of her own happiness. The goal is as lofty and esoteric as it sounds. After much research, she tackles the project in a complicated way, which is probably why I can relate to the book. Like me, Ms. Rubin makes things way more difficult than they have to be, which might seem counter-productive to her purpose, but somehow she manages to pull it off.

A warning: if your brain operates like mine, you will not be able to read this book without taking notes. After the author started rattling off multiple lists, I knew I would have to do something to keep them straight: I counted 12 Commandments of Happiness, 12 Resolutions, and 22 Secrets of Adulthood.

So let’s tackle the first list: the commandments. The word itself seems a bit strict for a book on happiness, but that is easily overlooked. More difficult to forgive is the lack of editing, because there should have been seven instead of twelve commandments. “Lighten Up”, “No calculation”, “Enjoy the Process” and “Let it Go” are really all the same message. Likewise “Do it now”, “Do what ought to be done” and “Identify the Problem”.  Of her 12 commandments, the only ones that truly resonate with me include “Be Yourself”, “Enjoy the Process” and “Be Polite and Fair”.

The “Secrets of Adulthood” seemed random and mostly inconsequential, with such tips as “Bring a sweater” and “OTC meds are very effective”. The one I pulled away from this much-longer list: “What you do every day matters more than what you do once in awhile.” So true! It reminds me of another non-fiction book, The Power of Habit. The absolute best “Secret” was #17: “Don’t let the perfect be the enemy of the good”. I wish she would have written the entire book on that one secret. It evokes a Jane Fonda quote from an Oprah interview: “The quest for perfection is toxic.”  I am convinced Ms. Fonda and Ms. Rubin are onto something.

Finally, we have the 12 Resolutions, which are tackled one per month within the given year, in the same way that name-memory game works. The life-changes she makes in January, she has to continue to do when she adds February’s resolutions, both of which must be maintained when March’s objectives are added to the mix, and so on. It seems like a daunting expectation of oneself, and certainly not an easy path to happiness. At this point, I am thinking the book should have been called the “Success Project” or the “Overacheiver Project”. I begin to get tired just from reading about everything she is making herself do.

Somehow I hang in there with her, though, I think because the quest is something that has been on my own mind lately. I certainly would give it a different flavor, but wanting to take ownership of one’s life experience is laudable, no matter the strategy. The only time I find myself skimming the book is when she includes feedback from others who have commented on her blog. I found it difficult to read on my Kindle and determine where her voice stopped and a random blogger’s voice began. I read blogs all the time; I certainly don’t want them excerpted into my first real book in over a year.

I decide that I like the book at 71% (something we never used to say before Kindles). This is the point where Ms. Rubin talks about St. Therese of Lisieux, who wrote a book called “Story of a Soul”. It is an autobiographical work from a nun who died young. In it, she speaks of another nun in the convent who got on her nerves something fierce. Everything this nun did just grated her, and you can picture someone in your own life who bothers you more than you want to admit. St. Therese managed these vexations by “treating the nun as if I loved her best of all.” She showered her nemesis with so much affection, that when St. Therese died, that nun bragged about how much happiness she had brought to the young girl. She went on and on about how she was the favorite, until a priest finally got annoyed and told her the truth.

If there is any “secret to adulthood” or path to happiness, surely it is in the core of this story. Can we find those people and occasions in life that are the most exasperating, and learn to embrace them? Can we seek out the pure joy in everything, or at least take Ms. Rubin’s advice and pretend to? Commandment #3 is “Act the Way You Want to Feel”, because eventually your mind will fall into believing whatever you are telling it. It’s like faking confidence until you become sure of yourself. Ms. Rubin quotes Herman Hesse: “Happiness is a how, not a what”, and I couldn’t agree more.

I think Ms. Rubin was channeling St. Therese when she sends a note to one of her book critics, thanking him for his helpful comments. He replies, in turn, with an acknowledgement of how impressed he was to hear from her. Apparently not many people send positive letters to people who write negatively about their work, and he admired the sentiment behind her gesture. She tells us that her first reaction of his review was to be angry, but because she was at the apex of her happiness undertaking, she knew she had to approach it differently. In doing so, she converts a downer review into a respectful exchange among peers.

If I had been able to attend my book club meeting, I would have told them I liked the book. I would have said that despite some organizational issues and the inclusion of the blog comments, I walked away with nuggets I can use. That is all I ask of a book, anyway. Life is short and time is precious, so if I am going to read, I would like to be better for it. (Diane is right about me.) Beyond the useful nuggets, though, the best thing about the Happiness Project is personal- it got me reading again.  My book club will be pleased.