Allowing, encouraging and leading

'Whatever you allow, you encourage.'

Marty Grunder

Published February 22, 2010

“Whatever you allow, you encourage.” That might be my favorite quote about leadership as it relates to small business. Let’s talk about your leadership. It is what separates winners from losers in this business.

Ever wondered why your people don’t seem to do what you want and need them to do? Actually, we’ve all been there at some point. People can say some are born leaders and that’s true: all leaders are born. But some people never grasp the concept. Leadership is all about influence. It’s showing people by your actions what’s important to be successful at your company.

If customer service is supposed to be important at your company but you complain about a client in front of your team, or don’t get back to clients quickly, what have you just done? You have just shown your team that customer service really isn’t that important at your company.

When you don’t take the time to share good news and bad with your team or you don’t recognize an incredible, new client one of your sales professionals just secured, what have you just done? You have just shown communication and your people really aren’t that important at your company.

Too many of us are constantly searching for new, great ideas with which to improve our company. We think a new software program will save the day or a new piece of equipment will enable us to make a ton of money. Yes, they can make a difference and they are important. But success in our small businesses is rooted in our people and your leadership.

The behaviors you don’t want to permeate your organization need to be addressed and eliminated from your culture. If you want to win in this industry, or in any industry, you need good communication, a culture of accountability and good leadership. Let me make a suggestion to you: Go buy John Maxwell’s “21 Irrefutable Laws of Leadership” and read it.
The first law – and my favorite – is the Law of the Lid. Your leadership is like a lid or a ceiling on your organization. Your group, team, company or organization cannot rise beyond your ability to lead. People often think if they just work hard, they’ll find success. Yes, they may find a little success but the rest of the people on your team will not. The key is to develop others around you to take the lead. This is what allowed some of our industry giants like the Brickman Group, ValleyCrest Cos. and Mariani Landscape to get where they are today. They are entire companies full of leaders.
In 2010, we’d all be well served to pay very close attention to our actions more so than our words. I firmly believe a leader shows what’s important to them by what they do, more so than by what they say. If you want 2010 to be a success, I think you need to focus on leadership in three specific areas.

  1. Sales. We have to have sales to make a company work. What are you going to do to get things headed in the right direction? How many cold calls are you going to make? How many Saturdays are you going to work meeting with clients? How many workshops on selling are you going to participate in? Communicate the goal, hold people accountable to those goals and lead the way.
  2. Customer Satisfaction. How many clients are you going to talk to and make sure they are happy? What investments are you going to make at that let your team to offer better customer service? How good is the service you offer your clients? Are you going to be known as the best to work with at your company? Communicate the goal, hold people accountable to those goals and lead the way.
  3. Profitability. What costs are you going to cut? How are you going to help out with making the company more efficient? How careful are you going to be at bidding jobs? Communicate the goal, hold people accountable to those goals and lead the way.


Conclusion
Leadership is what separates winners from losers. I told a friend recently that whatever he allows, he encourages. He responded: “You deserve what you tolerate.” I love that. What are you allowing and encouraging in your company? In 2010, communicate the goal, hold people accountable to those goals and lead the way. That’s what leadership is all about.

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