When People Miss the Mark…

Lift people up!
Lift people up!

When people miss the mark, screw up, under perform or just seem to not get it, it’s good to keep in mind:

They may be looking at a different target – My idea of “clean” is probably not the same as your idea of “clean.”

It may be the system – There may be things outside of their control that introduces variation in results, i.e. change in wind speed, different equipment, poor communication…

It could be the consequences – Very often the best employees get “stuck” doing what no one else will and their reward for doing their best is actually a punishment.

Solutions?

Start at home first – It’s our job as leaders to do everything we can to help them do the best job they can.  Make sure you are doing that and…

  • Get on the same page
  • Improve the system
  • Focus on and reward the right behaviors
  • Be a people builder!

Building Trust Through Systems

How do you build trust?  The simple answer is “Do what you say you are going to do,” and then keep doing it.  In business, consistency is key to building that trust but finding consistency amongst a number of employees or across departmental boundaries can be difficult.

Customers and employees alike don’t like surprises.  We like things to work smoothly, efficiently and effectively every time.  That’s one reason the fast food industry works so well…supposed to at least.  A Big Mac is pretty much the same in every McD’s across the country.  What makes that possible are the numerous systems that are in place to do everything from making those addictive french fries to taking out the trash to actually making a Big Mac.

Systems allow us to complete tasks and provide products and services in a consistent and (hopefully) cost-effective manner.  When we create and follow the systems, employees and customers can “do what they say they are going to do,” and thus no surprises…we get our needs met and everyone is happy.  Every time the system is used and works, we build trust in each other, in the organization, and in the brand.

Some systems are more important for building trust than others, i.e. receiving a pay check on time and accurate would be higher priority for most people than managing the recycling in the company lunch room.  If you are having trust issues, take a look at the systems you have, or don’t have, in place and whether they are working properly…it just might make a difference!

What systems do you feel are important for building trust?

Rock on!

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