Leadership Rules

9 Ways to Treat Your Customers Like Celebrities

How you treat your customers is crucial to the success of your organization. They really really matter! 

It's important you treat your customers, your tribe, your clients, those you do business with like celebrities and VIP's. What do I mean by this?

If Tom Hanks, or Denzel Washington, or Will Ferrell, or Beyonce or Oprah showed up at your office, what would you do? How would you talk to them? What would be your body language? Would you be too busy with other things to say hi to them???....

A few thoughts:

1. Make your customers feel important. Shower them with encouragement and act like they are the only person in the room. Listen to them, and look them in the eye.

2. Show an amazing attention to details. Remember their names, their kids names, their favorite color, where they went to college, favorite movies, favorite snack, etc. And when they request something, even if very small, make it happen and execute.

3. Create a "customer rider." Celebrities have riders, that provide demands on quirky stuff. Same with customers. Allow your best customers to create a "rider," thus providing a way for you to get to know them better. A form they can fill out that will allow you to serve them well.

4. Truly be interested in what they are interested in. If they like the ballet, then learn about ballet. If they like sports, take them to a game. If they like art, give them a painting for their birthday.

5. Be eager to serve them. Your mindset should be to drop everything you are doing to take care of them. If Denzel or Beyonce walked in your house or your office, you would get them a diet coke and not be worried about the spreadsheet you are working on.....

6. Provide them swag. Celebrities get swag all the time. So should your customers.

7. Refer them to your friends and make connections for them that are win/win. Celebrities get tons of opportunities many times because people are always willing to introduce them to their friends. Make those same connections for your customers.

8. Respond immediately. Call them back the same day, return their emails in 24 hours, those kinds of things.

9. Make yourself available and accessible. Provide them with your cell #, email address, Twitter DM, Facebook friend message access, home #, and whatever else might make sense. Accessibility reveals trust, and trust is what keeps customers around for the long term. 

 

 

You Might Have a Dysfunctional Team If....

So why is your team dysfunctional?

Here are a few key indicators and signs of a dysfunctional team/organization. A team that needs to reimagine, re-engage, and recommit.

Look for these, and if they exist, be committed to change the culture.

1. Lack of communication- no one is talking, emailing, calling, texting, or dm'ing, unless they truly HAVE to, but never because they WANT to. 

2. Lack of empowering. Power is being held at the top, and not being passed down to leaders throughout the organization. 

3. No one values each other. Everyone has quickly shifted towards "individual survival" and only thinking about themselves and how they can personally win. 

4. Vacations are not possible because the urgency is constant and contagious, like a bad virus. 

5. Everything is last minute, and everything is late. Nothing goes out on time, or gets scheduled on time.

6. Silos exist everywhere. Cliques and gossip is rampant.

7. The work and environment is mundane. It's boring.

8. Entitlement has taken over.

9. Lack of a clear mission, vision and core values. When asked where the team is headed, everyone has a different answer. 

10. There is no accountability. People on your team just feel like they can do whatever they want, whenever they want. This will drive your best team members crazy.

11. Everyone is moving offices, just to have something to actually feel good about. 

12. Most of the team is spending more time on Linkedin and Facebook compared to improving the product or service your organization offers. 

13. Updating your resume is a requirement, because you just never know. 

14. Regular staff meetings keep getting cancelled. 

15. Key people are spending more time on new head shots for the website update, compared to working on or in the business. 

16. There is a tremendous loss of reality. No one can or is willing to confront the brutal facts.

17. Lots of hype and very little true hope exists. Celebrations and "atta boys" are being passed out for meaningless tasks getting done, which further frustrates the best players on the team. 

18. More energy in scheduling lunches than in bringing in new revenue. 

19. No one knows where anyone is; you can't find anyone. 

20. Blame is getting passed from person to person, from team to team, and from silo to silo, and ultimately lands nowhere. 

21. The only voices that end up being heard are the loudest and the most annoying, like a clanky wheel on a shopping cart. 

22. Everyone is cordial but behind closed doors there is deep distrust. 

23. The buck stops here doesn't exist. No one is ultimately responsible. The responsibility tree has been chopped and split up so many times you can't really figure out who is driving what and who has responsibility for what.

24. Meetings have no focus, and most meetings end up in a longer than needed conversation about things like toilet paper, dishwasher rules, and the upcoming Christmas party, all the while pondering theoretical questions with no goal in mind. 

25. Key people are leaving. The "A" players can see the writing on the wall, and usually get out way before things become bad.

26. Decision making has left the building, at every level. The lack of decisiveness is stifling, frustrating, and confusing, leading to increased lack of clarity and a strong desire for someone to take charge. 

Stay Hungry my Friends

I love the 2nd H of my new book H3 Leadership. The idea of HUNGRY.

Staying HUNGRY as a leader.

Realizing you haven't "arrived" yet, and you never will.

Realizing that true H3 leaders are learners, and learners turn into leaders.

Realizing that true H3 leaders are readers, and readers make better leaders.

Realizing that true H3 leaders constantly have a posture of getting better. 

Realizing that true H3 leaders are consistently curious.

Realizing that true H3 leaders develop a healthy ambition that pushes you and creates an appetite for what's next. 

Realizing that true H3 leaders actually embrace change and innovation, because out of true innovation true change occurs, and change leads to growth, and growth leads to fruit, and fruit leads to transformation. 

A HUNGRY leader always has the posture of being the humble 2nd, compared to the arrogant 1st, even when you are the 1st. 

Commit today to being a leader who always Stays HUNGRY.

 

60 Keys on Leading the Next Generation

Here are 60 Keys, Issues and Areas to be aware of and Focused in on as it relates to the Next Generation of Leaders, primarily those currently in their 20's and 30's. 

1. Value connection to a/the community. Friendships matter, relationships are important, and will move towards a family atmosphere. Relationships matter. 

2. Find tremendous power in storytelling.

3. Has to be authentic- don't trust things that seem to polished or perfect. Constantly have BS sniffers on high. Authentic wins.

4. Value in the small and entrepreneurial, compared to the large, corporate and powerful. Don't automatically trust an institution or brand because it's well known. 

5. Connection over networking.

6. Community over individual. Community matters deeply. Relationships win. 

7. Collaboration and partnership are crucial- will have Chief Partnership Officers soon in most companies because of the importance of working with other organizations.

8. Free agency is in. Long careers with the same organization are phasing out. 

9. Global mindset- boundaries and travel no longer a barrier. See the world as attainable.

10. All about the experience. 

11. Want the true authentic experience and are willing to pay more for that. 

12. All things are social. Social is the foundation for life and leadership. Everything is social, and social media dominates, along with social justice, social innovation, and social clubs. 

13. Deeper purpose and meaning must be evident.

14. Triple bottom line matters. Has to be more to the organization than just making money and providing bonuses. 

15. Stay in hostels or airbnb compared to big hotel chains. 

16. Value new, danger, and risky, compared to safety, comfort and familiar. 

17. Overwhelmed by advertising, and will only buy something because of the story and meaning and connection to a higher purpose. Don't just buy something because it's number 1 or the most known option.

18. Strong connection to the unique and local community- connect to farmers who are local, vs the big powerful food companies. Also value the entrepreneur. Food co-ops and farmers markets are in vogue.

19. Unfinished, raw and original valued way higher than smooth, slick and polished.

20. DIY- do it yourself has never been more popular and on the radar. 

21. Not willing to wait- want to lead and influence now. 20 somethings won't stand in line or wait their turn. Waiting to lead is no longer an option, whether 20 or 30 or 40. Stepping in to major roles of leadership earlier than any other generation before them.

22. Want to be part of the ideation and decision making process. If you want them to be bought in, they must be brought in. Allow young leaders to be part of building it.

23. Vision must be global and local. Glocal. big enough to inspire, small enough to connect personally. big with vision, small with target.

24. Life is on display- everything is public because lives and experiences are broadcasted via social media for all to see. 

25. Trust and honesty is incredibly important because so many things are fake. Transparency truly matters. Want to know something is the real thing and that i'm seeing through the facade and veneer to get the real view and perspective.

26. Sustainability and local artisans and local empowered owners and merchants.

27. Incubator mentality, meaning that everything is part of the education process, and the entire community is part of learning. Many ideas are being constantly cooked up at once. 

28. Focus on excellence. Because of so many choices and options, the best will truly rise to the top.

29. Custom design and custom experience is crucial- think Uber. netflix. spotify. On demand is vogue. Now there is a dating website for Un of Kentucky fans. So went from meeting people in a bar, to meeting online, to meeting certain kinds of people online.

30. No middleman. Want to control the process, and the message, and the voice. Players Tribune in pro sports, Airbnb in hotel industry, Amazon in books and merchandise, the demise of travel agents, etc.

31. Makers are in vogue. Authentic do it yourself made at home or vintage is totally in.

32. Formal press releases are a thing of the past- now you release the info on twitter or instagram or Facebook or linkedin.

33. City and metro compared to rural and farm- younger moving to the cities to live, and vacationing to the farm. 

34. Flat management structure. Hierarchy is out. Holocracy is in. Accountability now rests at every level and continues to be pushed to the lowest and furthest parts of the organization. 

35. Instant feedback is not just expected, it's required. Feedback and communication is expected to be frequent, faster and app enabled and driven.

36. The annual review is going away. New economy of leaders expects instant and constant feedback.

37. Expect their leader to be besides the team, not in front. Leaders must be in the trenches with the team, not in the ivory tower espousing wisdom.

38. Leadership is direct to customer. The middleman in many industries has been removed. Think Uber, Warby Parke, Harry's, and Amazon 

39. Shift from product based economy to subscription based economy. move from product to community.

40. Focus on the future vs focusing on the past. Vision, meetings and reviews are more about looking forward than looking back. Hope in the future instead of judgement of the past.

41. Instead of command and control, today's leadership looks more like developing, mentoring, coaching, connection and inspiration.

42. Coaching and counseling is expected from leaders today instead of a boss mentality. Being a brother compared to being a boss. 

43. Collaboration is crucial, and popular. Want to build bridges, not walls. More about what we have in common compared to what we disagree on. 

44. Not tremendously tied to partisan politics. Don't naturally connect to a political party just because of history, family, or religious affiliation, but instead connect to a person or values of that person. Don't just vote party lines anymore.

45. Life is holistic. Life is work, and work is life. 

46. Constantly in pursuit of connecting calling and vocation.

47. Power in the people- the tribe rules and leads. The tribe, network and community are now in control. The rise of the tribe means that the leader is now a shepherd, instead of a dictator and general. 

48. Honesty, transparency, self awareness and vulnerability are required characteristics of leaders that are leading the next generation. Share your own story constantly, with all of its flaws and mistakes. 

49. Content is a commodity, so conversations must be a part of the equation, not just talking. 

51. Reverse mentoring now occurs consistently, with young leaders mentoring older leaders. This is the first generation that "knows" more than the generation before them. 

52. Free agent nation. This is the free agent generation, with more and more young leaders "project based" instead of full time. 

53. Self employed reality is now creating greater accountability for individuals, as it's no longer easy to simply be lost in an organization. 

54. Succession, legacy and transition are happening earlier and often as entrepreneurial ventures must be handed off quickly in order to start the next venture. 

55. Mobile mentality as can Work from anywhere- life, leadership and career are mobile. The office is now wherever you have a plug in and wireless connection. 

56. Influence is everywhere. Everyone has influence, and the 25 year old blogger at home in the basement can now impact more people arguably than the 30 year veteran writer and speaker who has been plowing for decades. 

57. Move towards FREE- everything flows towards free today. Open source is commonplace, and free is expected, especially online. 

58. Connection to a cause. Must focus on the why as much as the what. Want to connect to a larger and greater story. 

59. Inspire them, don't just manage them. Listen to them. They want to be heard. Give value to their voice. Amplify their message. 

60. Paint a vision and a picture of the future that is large and includes room for them to participate, inclusive of a brush for them to help paint it with you. 

**BONUS: Don't refer to the next generation as "Millenials." It's not necessarily a badge of honor and courage. 

October Brad Recommends List

A brand new list I am creating, The "Brad Recommends" List

Releasing monthly. With my recommendation on new resources, albums, books, websites and more. 

There will be 4 categories each month with the Brad Recommends list. 

Books

1. The Comeback - by Louie Giglio 

2. Live Love Lead - by Brian Houston

3. #Struggle - by Craig Groeschel 

4. Sandcastle Kings- by Rich Wilkerson Jr. 

5. Intentional Living - by John Maxwell 

** bonus ::  H3 Leadership - by ME!! 

Podcasts

1. Joshua Gagnon Leadership Podcast

2. 5 Leadership Questions Podcast

3. Dose of Leadership

4. Here's the Thing with Alec Baldwin

5. Coffee with Chris Caine

Blogs/Websites

1. Unsplash.com

2. Bill Blankschaen (Faithwalkers)

3. Matt Brown (Think Eternity)

4. ISideWith.com

5. Medium.com

Music

1. Deluxe Edition - Pentatonix

2. MSC (Live in LA) - Mosaic MSC

3. Open Heaven/River Wild- Hillsong Worship 

4. The Wonderlands - Jon Foreman

5. This Glorious Grace- Austin Stone Worship