Employee Turnover – What’s the Real Problem?

Here’s the thing. No one who loves their job ever says; “It’s great, my boss humiliates me every time I make even the smallest mistake!” And no one who enjoys where they work ever says: “Upper management only thinks of themselves, I love it and think you will too!” People who love their jobs have bosses who are good human beings.

“Want to be a good leader, be a good human”

I read this somewhere recently, and I can’t stop thinking about it. It’s so true! Think about it. Any leader that you have had, who you have truly respected and wanted to do a good job for – I bet they worked intentionally at being a good human. The opposite is likely also true. Leaders who you didn’t enjoy working for or with, probably didn’t spend much time considering how their behaviors impacted others.

I’m talking about the leadership version of the Carrot and the Stick metaphor. Do you get your staff and volunteers to do the work that needs to be done by using a Stick or a Carrot?

The Stick 

Using a Stick means tactics like threatening, ridiculing, embarrassing, manipulating or intimidating people. The phrase “Do it this way because I said so” might be common from leaders who employ the Stick methods. It’s anything where the person in charge says or does something that makes a team member feel bad about themselves. Sometimes it’s intentional and the leader thinks that’s the best way to lead. Other times it’s simply that the leader doesn’t consider the impact of their words or actions. Stick leadership doesn’t always come out sounding harsh. It can be sugar coated, or made to sound like the leader is “only joking”. (Hint: they aren’t joking.)

The Carrot

The tricky thing with the Carrot is that it absolutely, 100% has to be sincere and genuine. Otherwise it’s just another form of the Stick. I certainly don’t want to insult anyone by explaining what it means to be a good human. However, often times in business it can be easy to slip into the belief that humanity and business need to be kept separate. Therefore, I’m going to  focus on several traits of being a good human and how they relate to the working world.

  • Be Considerate

A considerate person thinks about others and how their actions and decisions impact those around them. A considerate leader talks to the people impacted by their decisions. They consider all sides of an issue and the pros and cons. Ultimately, a leader needs to make decisions based on what is best for the company or organization. However, the considerate leader also knows that if a decision is bad for the employees, it’s likely also bad for the long term success of the company.

  • See the Value in Others

Good leaders and good humans look for the positive qualities and value of other people. Rather than watch for employees to do something wrong, they lift up the positive qualities and skills of their team members. This isn’t to say that you ignore poor work or inappropriate behavior. If your people have been adequately trained and fully understand the values and culture of the organization, you can rightly expect them to do the job and produce the expected outcomes. Along the way they may do things differently than you would. Look for the positive in the differences.

  • Listen

In order to be considerate, you have to be a good listener. Many leaders are under the false impression that their job is to talk all the time. Worse yet is when they think they should be talking about themselves all the time. Initially, when getting to know their team, the leader may have to show vulnerability by sharing about themselves. If the intent is to get others to share about themselves, it’s a good tactic. The leader needs to know when they’ve shared enough about themself to set the stage, then they need to shift to listening mode. Along with listening, leaders need to practice asking really great probing questions and reflecting what they’re hearing. I talk a lot about the topic of being a listening leader here, here, here and here.

  • Be Honest and Open

As a leader there are definitely things that you need to keep confidential. Information about other employees, certain business deals, sensitive decisions, etc. However, many leaders make the mistake of keeping everything from their team. Good leaders share the good and the bad aspects of the business. Good leaders explain the thoughts behind their decisions. Good leaders are open about the things they are dealing with. Staff and volunteers like to be informed. It helps them make better decisions and feel more ownership. It also builds trust.

  • Build Relationships 

Good leaders build genuine relationships with their team members. They care about staff and volunteers as people. When leadership has put in the time and energy to develop quality relationships, the level of trust and commitment to work increases. The difficult thing here is that it can make it harder on the leader when they need to deliver negative information. No one wants to share something that will be difficult for the people they care about. While it’s hard on the leader, it’s better for the employee. They know that the leader is delivering the message from a place of caring and love.

  • Communicate

The number one issue I see in any of the businesses I work with involves communication. I’ve shared before in this article about how the most important things a leader can communicate are: the vision (or mission), the company values, and connecting the dots between each person’s role and that vision (or mission). Because it’s your vision, you should be repeating it every chance you have with your team. You cannot expect everyone to just “get it” because you explained it once. It may take them several times of hearing it before it clicks for them. This takes patience. You may feel like you’re repeating yourself. Go ahead and make that effort. It will pay off significantly.

  • Show Respect

All of these behaviors can really be summed up in the word respect. People – staff and volunteers included – want to feel respected. They want to know that the people they work for and with care about them as human beings. They want to be heard. They likely work for you because they want to be part of something bigger than themselves and want to understand their part in the success of the business or organization.

Another quote that I read recently goes like this:

Never push a loyal person to the point where they no longer care.

When does this happen? When the loyal person gives, not only their time and talent to an institution, but also their passion and energy; yet they don’t feel like it matters. When they are not treated with respect. When their frustrations fall on deaf ears.

 It is a privilege to lead people. When turnover is a problem, it’s likely a leadership problem. Companies spend a lot of time trying to determine salary ranges and benefit packages. They work for hours on employee handbooks and policies. Treating staff and volunteers with respect and kindness costs nothing, it can be implemented immediately, and it yields amazing dividends. Be the Carrot.

It’s easy to have blind spots regarding relationships with team members. Email me at kim@athena-coco.com to schedule a free 30-minute consultation to discuss ways to improve employee retention. Calm the Chaos by improving staff retention so you can find time to focus on what’s important to YOU.

Are you Too Close to the Problem?

Remember that boyfriend (or girlfriend) who was really awful for you? All your friends knew it, but you couldn’t see it. Remember tuck rolling your acid washed jeans? It was cool at the time, but looking back it seems pretty ridiculous. And do we even need to talk about perms?

My point is, when you’re close to something it’s difficult to see the full picture. You get caught up in emotions or trends or the very small piece of the picture that is right in front of you. It’s not until you have the luxury of time or distance that you are able to see the full story.

The same goes for leading your business. When you are completely consumed with working IN the business every day, you are likely facing problems. These present themselves as feeling overwhelmed, having difficulty making decisions, and frustrations from things not going as planned. Sometimes you don’t even see the problems. If you’re knee deep in the hoopla, you might not even recognize that you have opportunities to make better decisions, simplify, or realign.

Working ON the Business

You may have heard this phrase before: working IN the business vs working ON the business. When you are working IN your business, you are doing any of the many tasks or management activities that make it possible for your business to run today. In our fast-paced world where there never seems to be enough time in the day, you may feel overwhelmed by the sheer number of tasks and management activities on your plate. This fact may make it seem impossible to ever step away, for even two hours, to spend time working ON your business.

Because breaking away from the day-to-day can be so challenging, I’m going to share four tactics for ways to pull yourself away and give yourself, and your business, the much needed time spent working ON the business. Before I get into these ideas, let’s address the frame of mind you need in order to successfully work ON your business.

When you work ON your business, you are focusing on strategy for tomorrow’s success. The first step is to understand and believe in the importance of taking time to think strategically about where you want your company to go. If you see spending time thinking strategically as a waste of your precious time, then don’t do it. You need to be committed for this to be valuable. Otherwise, it is a waste of time. It’s also crucial to be open to new ideas. If you have no plans of changing how things are done, then there’s not much benefit to stepping away to focus on strategy.

Tactic #1 = Communicate

Okay, so you’re excited about thinking strategically and you’re open to exploring new ways of doing things. The next question is: How? I’m sure that running your business could easily consume 24 hours of your day, 7 days a week if you let it. Obviously, you don’t let it do that. You sleep, you eat, and hopefully you make time for your family and friends; as well as recreation, wellness, and hobbies. These activities fit into your life for a couple of reasons:

  1. Because they are important to you, and

  2. Because you have created a culture where the people in your business understand that you sleep, eat, spend time with family/friends and have some sort of  personal life.

Similarly, you can make working ON your business fit in if it’s important to you and you create a culture where the business understands it’s a priority. We already talked about your mindset around working on strategy, so clearly it’s important to you. The next step is to communicate with your team about why it’s important and how it’s going to look. Share your vision for your company and your belief that to achieve your vision you will need to think differently. Then tell them what it will look like.

Tactic #2 = Get Out

Set aside a specific time on your calendar. The best plan would include about 2-hours a week at the same time each week. If this seems impossible, shoot for 2-hours every other week. Still too much of a challenge? At the very least I would recommend 4-hours, once a month. Pick a time of the day or the week that would be considered your “slow time,” if there is such a thing. Whatever you land on that works well for you, stick to it like glue. Put it in your calendar. Schedule other things around it. Make it a priority.

Then leave. Get out of your office, your store, or your facility. Don’t tell your team where you are going. Take nothing but a pad of paper and a pen. That’s right, leave your cell phone behind if at all possible. Go to a coffee shop or a park or the library. Find a place that allows you to relax and your mind to explore new ideas.

As stated in Tactic #1 – communicate this plan and the purpose of it to your team on a regular basis. By communicating and following through with your plan, it will become part of the culture.

Tactic #3 = Create Accountability 

Does this all sound great, but you know yourself well enough to know that this might last for two weeks before you will find excuses for why it’s more important for you to stay IN the business? If so, consider finding an Accountability Partner to support you. This could be a partner, a spouse, a team member, a friend, a mentor, or another business leader. Explain to the person what you want to do and ask them to help hold you accountable. You may even find someone who wants to do this with you, kind of like a workout buddy.

Tactic #4 = Outside Help

There are times when engaging outside help is the best option. A coach, a mastermind group, or any other peer group are all things to consider if you feel like an outside set of eyes would be helpful. These resources can help give you a new perspective, consider new ideas, or hold you accountable for the things you want to do to reach your business vision. An outside set of eyes will challenge you in ways that you may have never considered, and will push you to do things you might not commit to on your own. Most coaches and peer groups provide a free discovery call or visit so you can explore the different options available to you.

Next Steps

Once you have your time-away plan, either on your own, with a partner, or with a professional, use your time effectively. These steps can help:

  1. Stay laser-focused on where you want to take your business. If you don’t have a vision yet, this is a great first step.

  2. List out all the challenges you face that are preventing you from reaching your goals. Prioritize. Peel back the layers. Often the first thing that comes to mind is a side effect of the real problem.

  3. Once you get to the heart of an issue, explore strategies for working through it. Come up with as many strategies as you possibly can. Determine which best match your brand, your culture, your values, and which will best solve your problem.

  4. Decide.

  5. Plan your communications. If you have regular staff meetings (which I hope you do), add the decisions made to your meeting agenda. Communicate your thoughts and develop any action steps required to roll out the strategy.

  6. Tackle as many issues as you can in your allotted time. Save others for your next Strategy Session.

Put Your Mask on First

There is a strong pull to convince ourselves that business cannot possibly continue to operate if we are not there. Are you really needed all the time? Or does it make you feel good to be needed all of the time? If your business cannot run without you in it for every hour that you are open, I might suggest this as one of the first issues you tackle.

“In case of a drop in cabin pressure, put your own mask on first so you can assist others.” Same goes for your business. Thinking short-term: I have to help my child or my seat mate, is similar to focusing only on the daily tasks. You’re only going to be able to help for a finite period of time. Thinking long term: If I put my mask on first, I’ll be able to help many others, is the equivalent of taking the time to think strategically about your business. You have to think long term in order to take care of your business.

Some lessons can only be learned through experience (like that awful perm), others (like the health of your business) you want to proactive work to solve.

If you would like to explore how coaching or consulting can help you work ON your business, email me at kim@athena-coco.com to schedule a free 30-minute consultation. Calm the Chaos by working ON your business so you can find time to focus on what’s important to YOU.

All Strategies are Not Created Equal

Last week I wrote about Rethinking Strategy and the concept of Real-Time Strategic Planning, based on a book called The Nonprofit Strategy Revolution by David La Piana. While this book is focused on the nonprofit sector, I believe the concepts have wonderful application for both for-profit and not-for-profit businesses. Another concept in the book that I found really compelling is around the Strategy Pyramid. This article will dig into this concept and how it may be a useful way for you to think about strategy in your business.

Traditionally thinking around strategic planning conjures up memories of massive information gathering, multi-day farming sessions, and binders filled with fancy reports. Real-Time Strategic Planning is much more nimble and relevant to today’s fast paced business environment. It is built on the foundation of a strong vision or mission and gives a business the ability to quickly adapt as new challenges or opportunities arise.

Another common trait of traditional strategic planning is that oftentimes the strategies are not strategies at all. Through the traditional planning process many things come up that would be good for the business to focus on. These could be goals, programs, operational processes, technology, or something else all together. While important, these things are not necessary “strategy level” items. At least not Organizational Strategies.

This brings us to La Piana’s Strategy Pyramid. The Strategy Pyramid is made of three levels of strategies:

  • Operational Strategy (bottom)

  • Programmatic Strategy (middle)

  • Organizational Strategy (top)

In this pyramid, the base is made up of Operational Strategies, Programmatic Strategies are in the middle and Organizational Strategies are the top.

Operational Strategies

All strong organizations are built upon a strong base of administrative processes and management systems. In order to run effective programming and have a positive impact on the community a nonprofit must rest upon the solid base of strong operations. To deliver quality products and grow sales a for profit business must have the same solid foundation. Strong operations ensure the “trains run on time” (quote from my friend Cameron Nicholson).

Operational Strategies are the initiatives designed to improve efficiencies, execution, or responsiveness. These could include any number of things. Some examples include:

  • New software will help you manage your campaign more efficiently

  • A Diversity and Inclusion training to grow your staff team

  • Preventative maintenance plans to protect your assets

  • Initiatives to improve communications with staff or customers

Generally speaking, operational strategies are those things impacting the infrastructure of the business, such as human resources, finance, technology or communications.

Programmatic Strategies 

In the nonprofit world, programs are where the “rubber hits the road.” They are how an organization delivers their mission to the world and provides the impact they intend for their community. In the for profit universe, this layer of strategies is likely the products or services the business sells. In both instances, when a customer or community member thinks of the business, it’s the programs or products that they usually think of first.

Programmatic Strategies are the decisions around what activities/products will be delivered and how they will be delivered. Here are a few of the decisions that could lead to Programmatic Strategies:

  • Delivering programs in-person on on-line

  • Providing carry-out or delivery

  • Narrowly focusing your products or offering a broad range

  • One product/program, a few, or many

Programs (or products/services) sits on top of the operations; they are supported by that solid base.

Organizational Strategies

On the top of the pyramid are the Organizational Strategies. These strategies honor and are developed in order to fulfill the organization’s mission or the company’s vision. They take into account trends happening in the market, challenges coming from competitors, opportunities from partnerships, and their unique deliverables. Organizational Strategies are the big picture actions or activities the business will take to move towards achieving its mission or vision. Organizational Strategies include things like:

  • Expanding to new service areas

  • Establishing an intentional brand or culture

  • Shifting funding sources

  • Expanding to online retail

Even though the Organizational Strategies are on the top of the pyramid, this is actually where we start when formulating strategy for a business.

Start Building at the Top

With almost any construction project you start at the base and build up. This process of strategy formation does just the opposite, It starts with clarifying mission and/or vision and builds down through the layers. The mission/vision is the heart of the business, its purpose for being, and the very core of all decision making. It’s a solid practice to regularly visit the mission/vision to keep everyone focused on why the business exists. Your organizational strategies are the ways in which you will work towards your mission/vision. To quote La Piana: “Organizational Strategy is about who and what the nonprofit is in the larger world. It’s about organizational identity, direction, brand, and market position.” Same goes with for profit companies.

Once Organizational Strategies have been established, it gives clarity to the kinds of programs, products or services that should be delivered and how they will reach the participants and customers. Programmatic Strategies can be developed which support and align with the Organizational Strategies. After these top two layers are in place, Operational Strategies can be created in order to best serve the strategies that rest upon this base layer. By building each layer based on the strategies above it, each segment is connected and creates a coordinated set of actions. Programmatic and Operational Strategies can also be thought of as large or involved goals which will help you work towards your Organizational Strategies.

Examples

To help give some clarity, here are a couple of examples of how strategies may look in a for profit company and a nonprofit agency.

  • For profit clothing retailer:

    • Organizational Strategy: In addition to our thriving catalog and website sales we will add pop-up stores in order to see if physical locations will appeal to our customers.

    • Programmatic (Product) Strategy: This summer we will have pop-up stores at festivals in the three states where our sales are highest. We will provide our top selling summer items in a variety of sizes and limited colors.

    • Operational Strategies: In order to support our summer pop-up stores we will need to research and invest in a mobile pay system and mobile store hardware (racks, displays, tent, and changing booth). A dedicated staff will research and secure venues as well as create a schedule and communication system.

  • Nonprofit environmental agency:

    • Organizational Strategy: Our mission is to create a sustainable planet with future generations in mind. To this end we will focus on improving air quality in the metropolitan community we serve.

    • Programmatic Strategy: Our signature program will be a tree planting initiative which will engage volunteers and school or camp youth groups in planting trees. The program will involve education and follow-up care to ensure long-term impact.

    • Operational Strategies: Funding will be central to supporting the tree planting project. Development will focus on grant writing and corporate sponsorships. Additionally, a dedicated staff will be responsible for identifying locations, recruiting volunteers, securing youth groups and coordinating events.

These examples are greatly simplified, but they clearly illustrate the importance of each strategy building upon the one before it. Thinking of strategies as a coordinated set of actions not only reduces waste, it helps propel you towards your vision/mission.

If you would like to explore Real-Time Strategic Planning for your business or organization, email me at kim@athena-coco.com to schedule a free 30-minute consultation. Calm the Chaos by streamlining your strategy development, and find time to focus on what’s important to YOU.

Rethinking Strategic Planning

Any business or nonprofit with a strategic plan developed prior to February 2020 now likely realizes the limitations that come with a traditional 3 to 5 year plan. I doubt there were many strategies in place to help your business deal with a global pandemic. And yet, that is exactly what hit us and continues to challenge many businesses and organizations.

Thinking strategically about where you want to take your business is a key component in making sure you get there. After all, having a great vision for the future of your business is only half the battle. You also need plans and steps to get you there; as well as, communication with and buy-in from your team. If you are still in the process of crafting your vision you might want to go back and read this and maybe this to work on that piece of your business leadership. Once you are crystal clear on your vision, you need to mobilize every member of your team towards reaching that vision. That’s where strategy comes in.

Strategy is defined as:

A plan of action or policy designed to achieve a major or overall aim.

This is a pretty simple definition for something that is so important to the success of your business. This article is going to share some of my ideas on how best to create strategy for your business, along with some of my key take-aways from a book called “The Nonprofit Strategy Revolution” by David La Piana. While the book is focused on strategic planning for the nonprofit sector, the points I will share are applicable for both for profit and nonprofit businesses.

Traditional Strategic Planning

The first point I want to share is around the timing of strategic planning. Traditionally, every 3 to 5 years organizations spend exorbitant amounts of time and energy on creating a beautiful strategic plan. It would involve input from stakeholders and volunteers, customers and staff. Every word would be crafted to be just right. In larger organizations they would often hire a graphic designer add in images and charts and graphs to make it really beautiful for sharing and showing off. There are several problems with this traditional method of strategic planning.

  1. First and foremost is that society and business move too quickly these days for a plan to be relevant for more than a year or so. Businesses need to be much more responsive to the ever changing world.

  2. Building on the first point, your business is likely also changing quickly. As you continue to work towards your vision you will need to continuously recalibrate to ensure you’re still on target.

  3. When a business commits significant time and resources to a strategic planning process, they are often burnt out on the whole thing and they don’t want to even think about strategy for a while. Big mistake since your strategies should be driving your goals, actions and decision making.

  4. Those shiny impressive documents often end up in a drawer or on a shelf, never to be looked at again, until the calendar says it’s time for another planning process. A plan that is not actively referenced and measured is of little value.

Real-Time Strategic Planning

The concept that is laid out in David La Piana’s book provides a method of creating strategy that is much more responsive and relevant than the traditional process. With the need to adapt quickly to new information and dynamics, any business can benefit from implementing the Real-Time Strategic Planning Cycle. Three key components that really differentiate this process from the traditional include:

  • Strategy Screens

  • Big Questions

  • Ongoing Implementation

Strategy Screens

In a traditional planning process the business usually takes time to clarify their mission and/or vision, who they are as a company, and their organizational identity. That part is similar in the Real-Time process. The next step is what really looks different as the business uses that information to create “Strategy Screens”. These are criteria the organization will use to analyze potential strategies they might implement when faced with challenges and opportunities. The Strategy Screens helps the company determine if the potential strategy is consistent with their organizational identity.

Every company’s Strategy Screens will be unique to their organization and will likely evolve over time and as needs change. Screens are written in the form of a statement that each potential strategy is compared against. For example, La Piana’s suggests that most companies will have something similar to these two screens:

  • The strategy is consistent with our mission/purpose.

  • The strategy builds on our current competitive advantage(s).

Each business will have between 5 and 8 screens. Other topics that are important to compare the potential strategies to are things like breaking-even or surplusing, sustainability, human capacity, consistency with brand, and honoring key relationships. By developing Strategy Screens thoughtfully and intentionally AND before a crisis or opportunity presents itself, will simplify your decision making. This process helps you focus on what is important as an organization and avoid being reactionary or losing sight of who you are when the pressure is on.

Big Questions

When a challenge or opportunity presents itself, rather than jump to the potential strategies, the Real-Time process involves determining the “Big Question”. The Big Question frames the challenge/opportunity and can drive the potential strategies. For example, when the pandemic hit, restaurants struggled significantly. Options for the Big Questions for businesses that particular industry may have been things like:

  • How will we stay in business?

  • How can we change our business to meet new needs?

  • How will the restaurant industry survive?

  • What can we do to support our community in new ways?

This is a short-list, I’m sure there are many more that came up. Notice that the questions will drive different strategies. It’s good to ask the question in several different ways to determine what will be best for your business. In the end you may decide that you need to combine several of the questions in order to develop the right potential strategies.

After determining your Big Question for a given issue and coming up with all the potential strategies, you go back and measure them against your Strategy Screens. Make a simple graph with the different strategies along the top and the screens along the left side. Test each strategy against each screen to see how they measure up. This tool should make it easy to see which strategies measure up best with the screens you have committed to.

Ongoing Implementation

In order to make strategic planning valuable, it needs to produce results, right? Strategies in and of themselves do not lead to action. Once you use the Strategy Screens and Big Questions to determine the strategy or strategies you will implement moving forward, you need to develop goals, action steps and accountability. In the restaurant example, if you decide your strategy is going to involve shifting your servers to meal deliverers, that alone will not get you there. You need to break it down.

I think this is where the Real-Time process really shines and produces results you just don’t see from the traditional process. By looking so far down the road, even when the traditional system sets clear goals, actions and accountability, they are usually so far reaching that the company loses sight of them and they become irrelevant before they are completed. Real-Time strategies are addressing immediate challenges or opportunities; therefore, the goals and actions that are developed in this process are crucial to moving the organization forward. Simple tracking tools that are reviewed weekly will keep everyone on track and accountable.

This is a very simplified explanation of what I believe to be key differentiators between these two strategic planning processes. It’s not meant to cover everything, rather to help you understand the value of looking at strategy creation in a new and innovative way. I utilize many of these concepts when working with businesses to help them become thoughtfully responsive, while forging ahead.

If you would like to explore Real-Time Strategic Planning for your business or organization, email me at kim@athena-coco.com to schedule a free 30-minute consultation. Calm the Chaos by streamlining your strategy development, and find time to focus on what’s important to YOU.

Solve Problems, Don’t Just Talk About Them

Raise your hand if you find yourself talking about the same problems over and over, but never coming to solutions. Whoa, that’s a lot of hands! This is a very common challenge for business leaders, but it doesn’t have to be this way. Let me share a fairly simple process for solving problems, so you can move on and focus on what’s important to you.

Make Time to Focus

The first step is creating a system for addressing issues. I recommend spending the majority (about ⅔) of your weekly leadership team meeting focused on solving problems. After all, as the leadership team, isn’t this the most valuable way you can spend your time together? By solving problems so the business can operate more smoothly or you can remove barriers to efficiency, productivity, and work satisfaction. Plan your regular meetings so that everything else gets addressed efficiently and you can get to the work of solving problems.

List Them Out

Create a list of all the issues that need to be addressed. This list can be collected throughout the week and added to at the weekly team meeting. It may be a long list at first, but don’t let that scare you. Include everything, so that you don’t lose a key issue. If possible, it’s good to have all of the issues listed out on a flip chart or dry erase board so everyone can see them all. If that’s not an option, a printed list for each team member will work.

Prioritize

Looking at your list of issues, determine – as a group – which three are the most important ones and should be addressed first. Rank them 1, 2, and 3 in order of priority. Do not spend a lot of time on this task, keep it to about a minute. Team meetings that are 90-minutes long will give you 60-minutes to work on your issues. Starting with three will give you about 20-minutes per topic. If you are able to solve these first three issues in your allotted time, determine which one should be addressed next and start on it. Proceed this way until your time has expired.

Process

Once you have the issues you will be addressing, there are three steps to efficiently solving them:

  1. Present & Analyze – The person who proposed the issue in the first place will present it.. They will concisely share what they see as the problem. Then the group analyzes and drills down to get to the root of the problem.

    • For example: the issue may be initially presented as something like: “Sales are down 25% on blue widgets.” While this is true, and certainly an issue, drilling down may reveal a different issue. Just looking at the issue as presented, it likely seems like a problem with the blue widget sales team. However, a drill-down may reveal that production is down, so the inventory of blue widgets might not be meeting demand. Or maybe there have been quality problems with the blue widgets, scaring away potential sales. Or maybe there’s an industry-wide backlash on blue widgets. Whatever it is, the group needs to agree to the real problem surrounding the issue. Again, this should be a fairly quick part of the process.

  2. Discuss – Once the real issue is decided on, the group has a discussion. Solutions are presented. Pros and cons are debated. The meeting moderator needs to make sure all voices are heard (not just the loudest ones). Each person states their case only once.

  3. Decide – When all the stars align beautifully, a solution presents itself during the discussion and everyone is happy. In the real world, that usually doesn’t happen. In the real world, someone usually has to make the decision. The decision maker is often the top leader on the team; however, sometimes it’s another leader who will ultimately have the responsibility of rolling out the decision. Whoever it is, the decision maker takes all of the input they have gathered during the discussion, they evaluate all sides of the issue, and they make a decision. Boom – problem solved.

Next Steps

Once the decision is made, you need to think through next steps.

  • Does the decision need to be communicated out to others in the company?

  • Are there action steps to roll out the decision?

  • Is there a plan that needs to be created?

  • Who will be accountable for the next steps?

As part of the problem solving, determine what comes next and the system for following up.

To-Do List

Another component of a great team meeting is a To-Do list. This is a good place to capture the action steps and ensure there is follow-through on the decisions made. Gather all of the action steps from all the decisions made. List them in the To-Do section for the following week’s agenda. At next week’s meeting you quickly go down the list reviewing each action item. If an item has been completed you cross it off. If it’s not completed you quickly determine if it is an issue or not. If it is an issue, guess where it goes? That’s right – you add it to the Issues List.

Initially you may have so many issues that it seems overwhelming to tackle them three at a time. As you’re getting started, you may want to set aside half a day to power through your list of issues. Stick to the process above and shoot for about 20-minutes per issue. Finally getting decisions made will feel great. It will help you move things forward. And solving problems will benefit everyone in the company.

This proven process will help you solve your issues quickly. Happy problem solving!

An outside facilitator can help your team learn this process and become a problem-solving machine! Email me at kim@athena-coco.com to schedule a free 30-minute consultation. Calm the Chaos and find time to focus on what’s important to YOU.

Self-Care – Yes, Business Leaders Need It!

leaders know quote

Happy Valentine’s Day! It’s probably not actually Valentine’s Day when you’re reading this, but that’s when I’m writing. And that’s also why I wanted to spend a little time talking about self-care (aka: self-love) for business leaders. You might be thinking: “I don’t have time for that!” If so, I’m hoping I can change your mind with this article.

I found two great definitions of Self-Care, and this seems like a great place to start.

Definition #1:

The practice of taking action to preserve or improve one’s own health.

This one is a pretty broad definition and can include things you’re (hopefully) going to do regularly, like sleeping and brushing your teeth. It also encompasses regular check-ups, exercise, wearing your seat belt, healthy eating, and much, much more. These are all important habits, and I hope you have established great routines for them. Plus flossing, also very important. However, while there’s some crossover, these aren’t the practices this article is about. Which brings us to the second definition.

Definition #2:

The practice of taking an active role in protecting one’s own well-being and happiness, in particular during periods of stress.

Now we’re talking! The key word here is stress. If there’s anyone who has their fair share of stress, it’s business-owners and business-leaders, amirite? You have an entire business or nonprofit relying on you to make the right decisions, create a great culture, deliver the best services or products, and support your staff. That’s a lot on your shoulders! And those are the reasons that self-care is so important for leaders.

In working with leaders for quite some time now, I know that there are many who hear the words self-care and think one of three things:

  1. It’s for the weak. Tough leaders don’t need that new-agey crap.

  2. I’m too important for that kind of indulgence.

  3. It would be great, but who has the time!

If you fell into one of these categories when you first started reading, consider this. You know when you fly (or used to fly, pre-pandemic) and the flight attendant tells you to put your own mask on first, before helping others? As I’m sure you know, the reason for this is because you cannot help anyone else if you’re incapacitated. The same thing goes for leading your business. You’re going to be no good to the company, clients/customers, or staff if you’re too stressed out or exhausted to lead effectively.

The arguments listed above are rooted in the assumptions that leaders shouldn’t be vulnerable, important people don’t need to manage their stress, and leaders can’t take time for themselves. The reality is that self-care is an investment in your personal productivity and effectiveness. It can improve decision making and mental clarity. It most definitely improves mood, which can benefit relationships both inside and outside your company. With self-care you’re able to focus better, have more energy, be more productive, and find more creative solutions. These are just a few of the many benefits that come from “taking an active role in protecting one’s own well-being and happiness, in particular during periods of stress”.

The self-care industry has boomed from $10 million in 2014 to over $450 million in 2020. There are millions of products and services out there and everyone thinks their solution is the best. All of that can make self-care seem confusing and overwhelming. I am not here to promote any product or service. In fact, I believe the best options are free and simple. I also believe that self-care is as individual as fingerprints. You need to find what is right for you. My recommendation is to start out with things that are free or super low cost, then add or change as you find what works best for you.

Start Here

As a business leader, you certainly don’t want to add something to your day that is going to make life more stressful. While a day at the spa would be fabulous, it’s probably not realistic (at least not on a regular basis). So here are some ideas of things to start with, that won’t break the time-bank.

Breath Exercises

You’re going to breathe anyway, right? Take one-minute, two or three times a day to focus on breathing. There are several different techniques you can use. If this is something that appeals to you, a quick google search will give you lots of options. Here’s one you can try right now:

  • Sit in a relaxed position and close or downcast your eyes.

  • Take a deep (belly) breath in for a count of four.

  • Hold for a count of four.

  • Let out for a count of four.

  • Hold for a count of four.

  • Repeat for four breath cycles.

Breath is life. Focusing on your breath can lower your pulse, lower your stress, help you relax, and refocus your attention.

Journal

Journaling can seem intimidating. What will you write? Why will it matter? What’s the point? If this is something you would like to try, but don’t know how, here’s an easy way to get started. Just finish these three statement every day:

  • I will let go of . . .

  • I am grateful for . . .

  • I will focus on . . .

This is a really great way to start the day. If possible, do it first thing in the morning. Consider making it the first thing you see when you open your computer.

Connect

Set a goal to have one 5-minute, non-work conversation with a different team member every day. Human interaction does wonders for reducing stress. Mercy Medical Center says that social interactions are good for brain health. It can improve mood, lower the risk for dementia, and promotes a sense of safety, belonging and security. And the really great thing is that by incorporating this practice, you’re not the only one to experience these benefits.

Get Out!

Go outside and mindfully take in what you see. Check out the breeze. Listen for sounds. Observe the colors and movements around you. Again, as little as 5-minutes can reap so many benefits. Exposure to nature is known to reduce anger, fear, and stress; as well as reducing blood pressure, heart rate, and muscle tension. This is so easy to incorporate into your day. Park at the far end of your parking lot and spend the walk being mindful of your surroundings. Walk for lunch or just take a walk around the building. This has the added benefit of physical activity, a little vitamin D, and setting a great example for your team!

Mindfulness

This goes right along with the previous practice, but can be done while doing literally anything. Practicing mindfulness for as little as two-minutes a day has been proven to reduce stress, anxiety, and mental reactivity. This can be done while you brush your teeth (one of the self-care activities from the top of the article). While brushing, think about the tiny circles you make with the brush. Think about how the floor feels under your feet. Think about your posture. Think about how you’re feeling. Notice everything about the process. Then guess what? When you’re done you have at least one-minute of mindfulness practice under your belt for the day! Spend a full minute focusing on what you’re eating at lunch. Examine the taste, texture, temperature, and how the food is making you feel. Chew twice as long as you normally would. Think about that process. And when you’re done – Boom! You’ve got your two-minutes of mindfulness in for the day!

Those are just a few ideas to get you started, all of which require very little time and no cost. Here are some other suggestions if you want to dive a little deeper into practicing self-care:

  • Physical exercise – yoga, walking, biking, strength training. Whatever you pick, start small. Commit to less than you think you will do, like 5-minutes a day. When that is a regular part of your day, consider expanding.

  • Healthy eating – you are what you eat, so consider what you put in your body. Shoot to make one small change. Be it smaller portions, mindful eating, reducing processed foods, healthy snacks, etc. Change one small thing, and see how it goes for you.

  • Routines – creating a routine or ritual is great for stress reduction. Wake-up routines, bedtime routines, get-to-work routines, end-your-day routines – routines reduce stress and can provide you with more time.

  • Quality sleep – everyone knows the benefits of a good night sleep. Coincidentally, the biggest deterrent to quality sleep is stress. As adults, stress can really wreak havoc on our sleep. Many of the self-care options in this article can help you improve sleep.

Still, there are many more ways to manage stress and take care of yourself. These are some good ones to start with, but you can also do your own research. Try different things. There is no right or wrong (despite what “experts” might say) that works for everyone. Find what works for you, then tweak it as you go along. And every once in a while, feel free to treat yourself to a spa day.

Need help managing stress? Email me at kim@athena-coco.com to schedule a free 30-minute consultation to see how we can help you Calm the Chaos and find time to focus on what’s important to YOU.

11 Traits of Exceptional Leaders

good leader diagram

Last week I talked about what I believe is the biggest mistake that leaders make. You can check it out here if you would like to make sure you’re not falling into that trap. Today I want to explore the things leaders do that make them truly exceptional. I prefer to focus on the positive, so this seems like a good follow-up to last week’s negativity.

The list I’m going to share with you comes from Glenn Leibowitz. Glenn is head of communications at a global management consulting firm and he writes about personal and professional development, media trends, and writing well. I like what he has to say about exceptional leaders and wanted to expand upon his thoughts. In full disclosure, Glenn had 13 traits on his list. One felt repetitive and another I didn’t really agree with, so I’m giving you 11 of his 13.

The ironic thing is that this list was shared with me by someone who could really learn a lot from the points Glenn makes. At least half of them are traits this person didn’t possess, or just didn’t understand. That made me think that maybe each point could use some more explanation. So, without further ado, here are 11 Inspiring Traits of Exceptional Leaders:

  1. They trust you to do the job you’ve been hired to do

  2. They seek your advice and input

  3. They find opportunities to let you shine

  4. They recognize your contributions

  5. They have your back during tough times

  6. They challenge you to do bigger and better things

  7. They express appreciation

  8. They are responsive

  9. They know when to apologize

  10. They treat others with dignity and respect

  11. They care

Let’s break these down.

They Trust You to do the Job You’ve Been Hired to Do 

To be clear, this doesn’t mean that they hire you and set you loose. They hire you, orient and train you, ensure you’re a good fit for the company and culture, and then they trust you to do the job you were hired to do. They are also available if you have questions or need to talk through your ideas. There is no micromanaging or nitpicking. After making sure you have received the tools and resources needed to do your job well, an exceptional leader sets the vision and direction, then supports you as you thrive.

They Seek Your Advice and Input

I love this one! Strong leaders know that multiple perspectives strengthen decision making. They come to you to understand your perspective and how you think about issues or projects. It’s important to realize that the leader is likely gathering advice and input from other team members as well. In the end they may make a decision that is contradictory to what you believe is best. As a leader, that is their job, to consider all angles and to make the best decision for the company.

They Find Opportunities to Let You Shine

Good leaders help identify your strengths. Then they align projects and work so you can use your talents. Exceptional leaders want you to excel because they know it will be good for you and good for the company. Then, when you have done a great job, they . . .

Recognize Your Contributions

They go beyond “giving credit where credit is due” by making it a point to share your hard work and the impact that it’s having on the business. And, they do it in a way that is genuine and appropriate.

They Have Your Back During Tough Times

Nobody’s perfect, we all make mistakes, and we all go through tough times. Strong leaders recognize the difference between a rough patch and a need for corrective behavior. It takes a confident leader to back up their team members when they mess up, but it’s imperative to maintaining a trusting relationship.

They Challenge You to Do Bigger and Better Things

I once had a boss who was great at this. Every time I started to feel like I had everything under control, he would give me more responsibility or a new project. I learned and grew so much in the five-years I worked with him. Those new projects pushed me outside of my comfort zone. I will note that I was also promoted and compensated for the additional work I took on. Raises weren’t given every time I did something extra, but it was enough that rather than feeling taken advantage of, I felt appreciated. An exceptional leader will challenge you appropriately, take care of you along the way, and give you the skills to reach your next level.

They Express Appreciation

This one is similar to #4 about recognizing your contributions. Exceptional leaders GENUINELY express appreciation for you, your work, your talent, your insights, etc. Nothing is more lame than a generic “I just want to thank my team for all their hard work” compliment. I learned through a children’s program I use to coach for that expressing appreciation has two (sometimes three) key components:

  • Specifically state the behavior or action that you appreciate

  • Share why it matters

  • If appropriate, state how it made you feel

Here’s an example: Alice, thank you so much for organizing the marketing presentations. Your contributions helped save the team a lot of time. I’m really proud of how well the team is working together on this project. You are helping accelerate our work for faster growth.

They Are Responsive

Leaders have a million things vying for their attention and a million things they could be responding to at any given moment. Regardless, exceptional leaders pay attention to the needs of their team members. They easily assess when someone needs more support vs needs to be pushed. They have their finger on the pulse of the company culture and are tuned in to any issues that jeopardize it. When something is off, exceptional leaders quickly recognize and address the issue.

They Know When to Apologize

Just like everyone else, leaders are not perfect. They make mistakes. Strong leaders recognize when they have messed up, and they own it. As with expressing appreciation, an apology must be genuine and specific. That same youth program that I coached for also taught the steps to a sincere apology:

  • State what your sorry for (specifically)

  • State why it was wrong

  • Explain what you will do differently moving forward

  • Ask for forgiveness

For example: Janet, I’m sorry that I didn’t recognize how much extra time you were putting into creating the schedule. I should have given you more training on how to make that process easier. I realize that my mistake cost you a lot of time. I am going to set up a time where we can work on this together. I’m also going to make it a point to check in with you more frequently than what I have been doing. Will you forgive my mistake?

They Treat Others with Dignity and Respect 

Personally, I don’t think you should get to call yourself a leader if you don’t have this as a baseline. Leaders are exactly-as-human as everyone who works under them. Anyone who cannot or will not value their team members shouldn’t be allowed to supervise staff.

They Care

Generally speaking, on any given weekday we spend more waking time with our co-workers than we do with our families or friends. Any leader worth their weight – cares about the lives of their staff. They care about how work is impacting their “real life” and how their “real life” is impacting their work. They care about the culture they create and how it impacts their people. I would say that this trait trumps all of the others listed above. If a leader has this one, the rest will come naturally.

Want help developing your leadership skills or addressing a challenging culture? Email me at kim@athena-coco.com to schedule a free 30-minute consultation to see how we can help you grow into an exceptional leader or “coach-up”.

The Biggest Mistake Leaders Make

bananarama quote

This is obviously an opinion article. Much has been written on the mistakes of leaders and there are varying opinions on which ones are the most egregious. Why is that? Probably because as leaders, we all make mistakes. And, people who observe leaders all have a different take on which mistakes result in the most negative impact.

Before I share what I believe to be the biggest mistake of a leader, I want to be very clear that I am a big fan of mistakes. So much so that I make them all the time! We make huge progress by trying lots of new and different ideas to see what works. In exploring what DOES work, we have to go through a lot of what DOES NOT work. We learn so much from mistakes. Often the lessons we learn from the mistakes we make are the ones that best stick with us and teach us how to move forward in a better way.

By writing this article I am not looking to create leaders who are risk-averse. Quite the opposite! I want you to keep trying new things and making big decisions, and exploring new opportunities. The biggest mistake we make is not really a thing we do. So please, keep doing and trying and exploring.

Decision Drift

If it’s not a thing you do as a leader, what is it? The biggest mistake I see leaders make is mixing up their roles when making decisions. We all fulfill different roles. One of those is probably a company leader. Another might be a spouse or family leader. You may also be a community volunteer and leader. Maybe you have more. Most people have two big categories of business leader and personal-life leader. And sometimes it can be difficult to keep your focus on making decisions appropriate to your role. I call this Decision Drift.

Decision Drift is when you should be wearing your “leader of the company” hat, but you let your “leader of my personal life” hat slip into your decision making. When a leader makes a decision based on what is easiest for them personally, that’s Decision Drift. When a leader makes a decision based on which will cause them the least amount of personal discomfort, that’s Decision Drift. And when a leader makes a decision based on how much they will personally gain, you guessed it, that is Decision Drift. Those decisions have drifted away from what is best for the company.

Now, you might be thinking that this sounds crazy, and that no decent leader would make those kinds of decisions. But the challenge is that it’s easy to convince yourself that you are making decisions for the right reasons. Leaders will talk themselves into Decision Drift, and then they convince themselves that it’s not for personal reasons. For example, if there’s a difficult conversation that needs to happen, and the leader dislikes confrontation – they will convince themselves that it’s best not to have the conversation because it will have a negative impact on the culture. Or, maybe more often, when faced with a decision that will benefit the employees vs one that will benefit the leadership, leaders frequently convince themselves that the option that benefits the leaders is the right one, because they know best.

What are you being paid for? 

When you are hired as a company/nonprofit leader, or you are the leader of your own business, your role is to make decisions based on what is best for the company. Period. While it’s challenging to remove your personal interests from those decisions, that is what you’re paid to do. Or, if you are the owner, it’s your commitment to the success of the business and the people who work for you. The people who hired you and the people who work for you are counting on you to make decisions based on what is best for the organization, even if it makes you uncomfortable.

None of this is to say that you shouldn’t make decisions that benefit you personally. It’s just that those are decisions you make when wearing your “personal life leader” hat. In your personal life – you, your family, and maybe your friends are counting on you to make decisions that are good for you (and your family and friends). That is when you make decisions about what you’re comfortable with, what will be best for your life, and what will preserve and protect you.

Keeping those two decision-making categories separate is imperative to being a good leader. If you need to make a business decision that’s best for the company, but not so good for your workload or mental health, it leads you to needing to make a personal decision. Does the increased workload fit with the demands of your personal life? Is the stress affecting your family and friends? If questions like those are answered with a “yes”, it’s time for you to consider what you need to do personally to adapt to what is best for the company. This could be anything from adding in some self-care to changing careers.

There you have it. The biggest mistake I see leaders make is Decision Drift. They try to avoid having to make challenging decisions in their personal life by making business decisions that are best for them, rather than what’s best for the business. It’s easy to do. It’s better for you. But by doing so, you are not fulfilling your role as the leader of the company. You’re letting down stakeholders and team members. And you’re holding your business back from where it could go and what it could accomplish.

Servant Leader = a leadership philosophy in which the main goal of the leader is to serve. This is different from traditional leadership where the leader’s main focus is the thriving of their company or organizations.

If you look at this definition, you might think that I’m contradicting the concept of Servant Leadership. That’s not the case. I believe very strongly in Servant Leadership, and I think that it is a part of what I’m talking about. With some exceptions, the most valuable asset of most companies is their workforce. A Servant Leader knows this. Part of serving their team members is likely making decisions based on what is best for them. And very often what is best for the staff is also what is best for the company.

Google says. . .

A quick search of the biggest mistakes leaders make will give you several options of lists similar to this one:

  1. Micromanaging

  2. Leading from a position of power or ego

  3. Not listening

  4. Not valuing followers

  5. Failing to grow themselves as leaders

  6. Lacking boundaries

  7. Not providing or receiving feedback

I would argue that each and every one of these mistakes (and the similar ones that land on other lists) can be tied back to Decision Drift. Let me show you:

  • Micromanaging is often a mask for a leader who doesn’t know how to empower, delegate and build up their staff. Rather than pushing themselves to grow as a leader, they decide to use their time to nitpick their staff.

  • Leading from a position of power or ego – This comes from a lack of humility and confidence. Power and ego is used to mask personal deficiencies, rather than deciding to do the hard work of growing as a person and a leader.

  • Not listening – As a leader it takes a lot of confidence and security to be open to the ideas of others. Again, it’s easier to mask insecurities by pretending like you have all the answers, than to work on personal growth.

I could go on with the list above, but my comments would continue down a similar path. Decision Drift comes from a leader’s need to protect themselves, their time, their ego, etc. True leaders know how to separate self-preservation from organizational leadership, and make decisions in the company’s best interest. .

It’s hard to separate business decisions and personal decisions. Outside help can see the issues without the emotion that leaders bring. Email me at kim@athena-coco.com to schedule a free 30-minute consultation to see how we can help you make better decisions for your company and for you personally. 

Too Busy to Lead

perfection is the enemy of success

Are you running your business, or is the business running you? Do you spend your days putting out fire after fire and never getting to the tasks or projects that you want to work on? Is there so much on your plate that you barely have time to answer your staff’s questions, let alone provide valuable leadership? If your answer is an annoying little “yes” to any of these, it’s time to talk about delegating.

FACT: Running a business (or a nonprofit) is hard work. There is always more to do than what you have time for in a day. As the leader, you feel responsible for making sure everything gets done, and gets done right. And the more successful you are, the more work there is to manage.

FACT: Every successful leader in the world has had to figure out how to delegate. And they have likely all struggled to figure out what and how to delegate. Effective delegation is key to managing your business while also leading your team.

The idea of delegating might seem impossible. After all, don’t you have to have everything organized in order to delegate it to someone else? The answer to that is no, and we’ll talk more about that later. Effective delegating is one of most important skills you can learn as a leader. In order to learn the skill, it helps to have some basic structures in place to make delegating easier. These three components create a solid foundation for effective delegating:

  1. Establish the right structure

  2. Hire quality staff

  3. Understand your strengths

Structure

Finding the right structure for your business not only helps with delegation, but it sets you up for success in many other ways as well. This means establishing and communicating a clear chain of command, thoughtfully creating positions and departments, and ensuring everyone knows what they are accountable for and how their work impacts the success of the company. You can read a lot more about this topic by reading Structure – Getting it Right to Grow.

Quality Staff

Quality staff does not always mean that you pay the very best or you provide the most glamorous jobs. Quality staff are those people who you trust. Those whose values align strongly with yours and those of your company. Those who have a positive attitude about the success of your business. In order to have confidence in delegating, you need staff who are willing, able, and motivated to help advance the work.

We all know that solid staff don’t grow on trees. And I’m not suggesting that this is a simple step. However, I do have a few tips to help. In addition to creating the right structure (mentioned above) for your business, here are some proactive steps you can take to create a breeding ground for quality staff.

  1. Communicate your vision. All. The. Time. When staff do not see the bigger picture vision for your business, then all they have is a job. But when a picture is painted of the direction you are taking the company, and their role in helping to get there, then it becomes much more. They see the work they are doing as valuable. They want to help accomplish goals. And they understand better why things need to be performed a certain way.

  2. Communicate your values. All. The. Time. Use your values when you talk about the big picture of your company. Use them to make hiring decisions. And use them in performance conversations. The first step is obviously to establish your values and to ensure that they truly reflect who you are as a company. Then, the more you use them, the more closely your staff will align with the values you hold dear. Staff will either self-select out if they don’t have the same values, or they will be drawn in if your values resonate with them. Both of those consequences create a stronger team.

  3. Practice your listening skills. People want to be heard. Even if you cannot accommodate their requests, people feel better when they have been genuinely listened to. When we truly listen to someone, they feel valued and respected. What a great gift to give to someone! And don’t you think that staff who feel valued and respected will also be motivated to help you and your business? Listening is one of my very favorite topics, you can read more about developing these skills here and here and here and here. (Clearly a favorite topic.)

Your Strengths 

This part isn’t just about understanding your strengths. It’s also about understanding the things you love to focus on; as well as the things you’re not that great at or don’t like to spend time on. Here is a fairly simple exercise to help you determine what you should be delegating. Take a piece of paper and divide it into 4 quadrants. Label the boxes as follows:

  • Top left = enjoy, not great at

  • Bottom left =  don’t enjoy, not great at

  • Bottom right = don’t enjoy, great at

  • Top right = enjoy, great at

From there, insert all of the tasks, responsibilities, and relationships that are on your plate. Look back at your calendar for a few weeks to make sure you capture everything. Once everything is recorded, it should be pretty easy to see which items would be good to delegate. Additionally, by practicing your listening skills, you will hopefully have an idea about staff who would enjoy or be good at the things you don’t like or don’t excel in.

Just Do it

Back to the point at the beginning of this article. Leaders often feel like they have to have everything in place, just right, before they can give a project or task to someone else. As the quote above states, perfection is the enemy of success. Perfection is an illusion, and if you keep waiting for everything to be perfect, you will never be able to let go. By creating the right structure, nurturing quality staff, and communicating consistently you will create a culture of trust. When that exists, you can trust your staff to handle projects and ask for help when needed. Also, your staff will trust that you will support them, even when they get stuck and need additional guidance.

The last point that I want to share on this topic has to do with the fact that you cannot be an effective leader if you are running from one crisis to the next and never taking the time to “work on the business”. A good leader spends time thinking about the direction they are taking their company. They spend time strategizing on how to reach their goals. They focus on how to lead and develop their team members. All of those things take time. Time spent away from the doing and fixing and scrambling. So as you consider what and how much to delegate, make sure you are giving yourself enough time to lead.

Need help establishing the right organizational structure for your business, creating a strong culture, or figuring out how to effectively delegate? Email me at kim@athena-coco.com to schedule a free 30-minute consultation to see how we get you moving on the path to growth.

Structure – Getting it Right to Grow

James cash penney quote

The staff structure you create for your business can mean the difference between growth and stagnation. The unfortunate reality is that all too often a company’s organizational structure is never considered. Especially as small businesses start to grow, the staff structure evolves organically and often haphazardly; rather than being thoughtfully developed.

When a new business is born, there are usually just a few people involved, and they do everything. Susan might be best at finance, so she handles the books. Angie might have big ideas, so she is creating products or services. And Olivia may be very charismatic, so she takes the lead on sales. This is a great start!

As the company grows, they bring in team members to help with sales and production and service. When they are still small the company can get by without creating much formal structure. This is often preferred as they want to remain responsive and nimble and casual. As long as everyone is productive and working well together, this free-flowing construct can work for companies up to about 7 to 10 people.

Challenges arise when the company starts to grow bigger and the structure doesn’t get addressed. The bigger a company gets, the harder it is for the leader(s) to keep their finger on the pulse of what is going on. Team members have less accountability if there is no clear chain of command. Expectations may be misunderstood. Decision making becomes inconsistent and confusing. This is the point where companies that have solid growth potential, start to stagnate.

Components of a Strong Structure

You may be wondering what it means to create a strong structure. Here are the key components that can help you organize your team for greater growth:

  • Organizational Chart

  • Clear Accountabilities

  • Delegation & Mindful Expansion

  • Thoughtful Supervision

Organizational Chart

This is a simple concept. Everyone has seen an org chart and understands how they work. The tricky part lies in finding the right one for your business. Generally speaking, the work of a business can be divided into three categories:

  • Finance

  • Sales

  • Operations

When thinking about your organizational structure, think about groups of accountability. In a smaller business, one person may be responsible for everything related to finance. As the business grows they will likely need help managing things like payroll, accounting, budgeting, and more. It usually makes sense to add staff or contract services under the person who is responsible for finance. That forms a department.

Depending on the type of business, you may have multiple departments in each category. For example, if you deliver several different product lines, each one may be a different operational department. If you sell to both the general public, as well as to corporations, those may be two different departments under the sales category. A department may grow too big for one person to manage and rather than adding layers, it might be best to divide it into different departments.

In addition to having departments leading finance, sales, and operations, there needs to be one or two leaders above this level. This is usually the business owner or owners. They are responsible for setting the vision and culture, creating new ideas, key decision making, leading staff, and driving strategy (as well as a million other things). In his book “Traction”, Gino Wickman titles these roles as Visionary and Integrator. The Visionary sets the course for the company. The Integrator drives the work. Depending on the size of your business, one person may serve as both roles.

There is not a “right” org chart that will work for every company. You need to determine what your different departments look like. You need to figure out what gets lumped together and what needs to stand alone. The number of layers is dependent on the needs of your company and how you want it to function. The focus, purpose and vision of your business will determine how this looks and what’s “right” for you.

Clear Accountabilities 

Establishing your organizational chart is the foundational step needed for clear accountabilities. In addition to listing positions and names on your org chart, this step involves listing the things that each position is accountable for. Keep it fairly high level, not including every task that the position manages, just the items that the person in that seat is expected to take responsibility for and drive.

Each position should have 3 to 7 elements listed. Anyone who supervises staff should have LMA (Lead, Manage, hold Accountable) on their list of accountabilities. Other items to include could be managing of processes (like payroll), ownership of outcomes (such as sales numbers), and production expectations. Again, the work of the business will drive what goes onto these lists. Everything that the business needs in order to function, needs to be on someone’s accountability list.

Delegation & Mindful Expansion

You will notice that each of these structural components builds on the previous one. Establishing clear accountabilities helps determine where delegation is needed. When listing out the accountabilities for each position, watch for lists with more than 7 elements. This will often create a barricade as the person in that position has too much on their plate. This could be by choice (control issues, amirite?) or because the company isn’t to the point where they can add positions yet.

Choosing to hold onto everything is very common in small, growing businesses. The person or people who created the business often feel like they are the only ones who can do it right. Unfortunately, this practice is not sustainable. The person choosing to be responsible for everything is going to eventually burn out, while at the same time keeping the business from growing and thriving. When this is the case, a crucial conversation needs to be had, explaining the problems created by the behavior.

As a business is growing it is important to make staff additions conservatively and thoughtfully. The finances need to be able to sustain the addition and it needs to be made based on the most pressing demands. The org chart and accountabilities can clearly show where the pain points are. When your chart shows that a position has 8 or more accountabilities, you have the opportunity to think through your options. Is there someone to delegate some elements to? Does the company have the financial ability to add a position or split the position? If the resources are not immediately available, plan out what your next move will be based on where the work is concentrated.

This method for planning your staff growth helps ensure that the squeaky wheel isn’t getting all of the resources. It allows for decision making based on what will allow the entire team to be most productive. It also helps determine if there are internal roadblocks limiting your capacity.

Thoughtful Supervision

Finally. The last element in a strong organizational structure is supervision. And not just regular “I report to him, you report to me” supervision, but thoughtful and intentional supervision. This can be a tough one for small businesses. Especially when the business was founded by friends or family, and now all of a sudden we need to hold people accountable. Establishing clear supervision can be tricky and feel uncomfortable at first, but it is 100% worth the pain and effort.

I find that many people truly hate supervising people. They get frustrated by having to tell people things more than once. They expect people to have the same level of understanding or work ethic as they have. They dislike the confrontation of redirecting staff when they are off track. And all of that can be difficult and uncomfortable if you haven’t taken the steps of creating an organizational chart, clear accountabilities and delegating/mindfully expanding.

By establishing this clear structure, your supervisors have a much easier job. The organizational chart creates a clear chain of command. Every person in the business knows who they need to go to for support and direction. The expectations are clearly outlined in their accountabilities. Staffing decisions about how to delegate and expand are made easier because they are informed. Now all of this is not meant to imply that supervisors don’t need training and practice on how to effectively LMA, rather that this structure sets them up well for success.

Similarly to the number of accountabilities per position, it’s important to be intentional about the number of direct reports to a position. The general rule of thumb is that a supervisor leads up to seven staff or staff positions. That means that in a department with different people managing different functions, a leader should have no more than seven direct reports. However, in a department with several people doing the same thing, a supervisor can manage more people. For example, if a department has 15 cashiers, one supervisor can manage them effectively because they are all doing the same job. Ensuring a team leader has a manageable workload is paramount to setting them up for LMA success.

Need help establishing the right organizational structure for your business? Email me at kim@athena-coco.com to schedule a free 30-minute consultation to see how we get you moving on the path to growth!