What Customer Complaints May Really Mean

Customers complain. It’s a fact of business life. Sometimes they have a valid complaint, but often they’re just cranky, having a bad day, or upset because they can’t find what they’re looking for. Whatever has set them off, they are likely to take it out on an employee. But if you are hearing a lot of complaints, especially if they are not targeting a single employee, they’re telling you something…

Clothes Don’t Make the Team

“Bring your team together with these team shirts.” The commercial showed groups of happy, smiling people, all wearing the same shirts with the company logo. The narrator explained that teams would be more productive when they wore the same clothes because they would feel more like a real team. Nice thought and I hope they sell lots of t-shirts emblazoned with company logos. But that will not cause a more…

Is Your Team Headed Out to Sea?

The beach was getting farther and farther away. My arms were starting to hurt, but no matter how hard I swam, the beach continued to get smaller and smaller. I realized I was headed out to sea and panic was beginning to build. There’s a phenomenon in the ocean called a riptide which is a fairly narrow channel of water that is moving away from the shore faster than a…

Introvert and Extrovert: Labels, Not Capabilities

Introvert or extrovert. Most psychological tests apply this label and in popular definitions, extroverts are seen as outgoing, fun-loving, and gregarious. Introverts are seen as inward-focused, quiet, and maybe even standoffish. The Daedalus Group uses the My HardWired™ Leadership Styles Assessment and like most such instruments, it identifies introversion and extroversion. While this is a legitimate identification, it sometimes leaves people, especially those identified as introverted, with a feeling that…

Shhh…It’s a Secret

Do you keep information from your team? How much should you share with them? It’s a topic that always generates lively discussion in our workshops. Many leaders lean toward sharing minimal information; or at least sanitized information. I’ve always appreciated bosses who will tell me what’s going on. I remember years ago during a major multinational military exercise, our commander sent an intelligence analyst to give us lowly aircraft mechanics…