Cracking the Code: How the Pareto Principle Can Sniff Out Your Ideal Customer

Image is of a computer tablet with lots of words being displayed. The largest of them read, Pareto 80/20 Principle

We all know that understanding your target audience is super important, but identifying your ‘ideal’ customer can also bring fantastic rewards. Let me introduce you to The Pareto Principle, a.k.a. the 80-20 rule. This potent tool helps to pinpoint your top customers and directly focus your marketing efforts towards them. Why would you need to do … Read more

Creating a Thriving Work Environment: Lessons from Nature

Image of green plants in a garden. Creating a Thriving Work Environment: Lessons from Nature. Learn how to attract and retain top talent by cultivating a workplace culture that prioritizes growth, well-being, and belonging.

As a small business owner, you know that your employees are the lifeblood of your company, so it makes sense that without a dedicated and motivated team, your business can’t thrive. Ultimately you need to attract and retain the best team possible. But how do you do that? (I imagine you’re currently screaming this at … Read more

The Truth About Accountability

A culture of accountability has many advantages. Among them are:

  • an increase in team performance (obviously) 
  • high morale (because people are growing and getting shit done)
  • lower stress for you the leader (because you’re dealing with things proactively) ; and
  • business results (when a team is thriving and executing, result have to happen – it can’t be any other way)

If that sounds attractive (and it should), then the question to ask yourself is “how effective am I at building a culture of accountability?” You’ll be among good company if your answer is lower than you’d like it. It’s a common trap—so let’s not stay there. Let’s take it up a notch (or 10). And here’s how you can do it.
First, the truth
You can’t hold someone accountable.
Sure, you could use all to go to tactics we see some parents using – yelling, guilt and shame (I don’t recommend any of those – in your business or with your kids) but would you rather that YOU have to change someone’s behaviour or would you rather THEY do it? Your true goal as a leader is to help people grow their sense of internal accountability. Your role is to help them either want to get it done or to develop the skills to get it done.
If a person has clarity on the need, the drive to do it and the skills and the resources to do it, they will act. The part of leadership that encompasses accountability is being able to identify and shift where a person has a block. It is usually one of those three elements that are lacking.
With that principle understood, let’s look at the tactics.
Step 1 – The Relationship
For communication to be effective, a relationship needs to be healthy. We listen most closely and openly to those we respect and those whom we feel respect and care for us. Knowing this truth, it is critical that your relationships with your team have a healthy foundation of mutual respect and care. So your first step in helping someone develop their accountability is to check with your own internal view of that person. Second, check in with your view of yourself – self-respect is critical.
Where respect and care are lacking, communication will have an edge, and the intent behind the act will flavour the communication in an unhelpful way, whether you mean to or not.
Step 2 – Clear expectations
To be accountable for something, you first need to know what you are to be accountable for. It sounds obvious, but over and over again we’ve seen lack of clarity between the leader’s expectations and that of the team. Put things in writing. Test your communication by having the person repeat back to you the communication they have received.
When it comes to clarity of roles in the business, we are big believers in position contracts that outline 3-7 key outcomes a person is accountable for. These are defined by criteria for success, so everyone is crystal clear on what the expectations are.

Step 3 – Framework for the conversations
We use a FeedForward system that is a document allowing two parties to have a candid and objective discussion.

Download the FeedForward Form

The intent behind the discussion is how to help a person move forward vs. pointing out where they are doing badly. The conversation is driven by the team member, not the leader. The leader acts more as a facilitator to help the person discover opportunities for themselves in the three areas we previously identified (clarity on expectations, motivation, skills & resources).
When these conversations happen proactively (before there is a problem), the feeling behind the interaction is way different than when it is too late.
Now, if you have a situation that is already too late—no problem. Still get started immediately, but you’ll need to take complete responsibility for your lack of action to date. Before you can express your dissatisfaction with their performance or behaviour, you may need to own up to not being clear about expectations or giving more guidance before now. Always point the finger at yourself before pointing it at others.
There is a very good chance that if you feel there is a problem, the other person knows it too, or they are just plain unhappy at work. Either way, there is a good reason to get the issues on the table and sort it out. You both stand to benefit.
Ideally, you don’t want to let it get to that stage. Be the leader you know you are. Be assertive and give your team the gift of accountability. With a strong sense of internal accountability, everyone’s lives become better, and that will make your business better.
When your people grow, so does your business— sometimes exponentially.
Good luck and I’d love to hear about your experiences.
Cheers
Jamie

The Onboarding Failures That Are Costing You Big

onboarding

Finding (and keeping) great employees is consistently listed as a top concern of business owners. In fact, a recent study indicates anywhere between 10-25% of new employees jump ship within their first six months on the job. That’s a frustrating and expensive prospect on both sides of the coin, and one which could be greatly … Read more

How to Avoid Being That Boss

How to Avoid Being a Bad Boss
Time to Watch: 3:16

Whether you call yourself a Boss, Leader, or Owner, there’s a very fine line between setting the pace and driving the pace. Knowing the difference is critical to the health of your team. It’s easy to fall into the trap of “Boss think” on this one, and it can be detrimental to the health and productivity of your team. Here’s how to effectively set the pace as a leader, no matter what stage your business is at.
What we’re talking about here is your effect on the team in terms of your behaviour around implementation and execution. It can be easy to fall into the trap of thinking that you aren’t held to account in the same way that your people are, but to echo a sometimes-overused phrase, you really do need to lead by example to get the results you want.
You can’t create separate standards for yourself and your team, because the difference will be stark, and the result will be the creation of an “us vs. them” culture which does nothing to promote, ingenuity, motivation or retention—all cornerstones of a successful business.
If you’re looking to be a team and work as a team, then you need to actively participate as one of the team, regardless of how you view yourself in the culture of the business.

What are your biggest challenge jumping into the trenches? Let us know in the comments below.

And if you watch this and think: “If there’s no ‘I’ in team, why am I doing all the work?” This read is for you.

Get out there and have fun with it, and if you’ve hit a stumbling block, we can help with a variety of coaching programs. Reach out and let us know what you need.
Cheers,
 

Keep in the loop with our latest rapid training videos on SalesUp!TV

If This Is How You Handle Employee Performance, You’re Doing it Wrong

The Employee Performance Problem Ask any well-meaning manager what an employee performance appraisal should accomplish, and you’ll usually hear answers along the lines of: “to categorize the organization, improve employee performance and boost motivation.” While these are all critical aims for an organization if the answer to how they currently accomplish this is through an … Read more

The Hidden Profit Centre in Your Business

Think HR has no bearing on profitability? Think again… Having long been denounced as nothing more than a cost centre and a necessary part of doing business, the people management aspects of an organization (specifically HR) have been overlooked as an integral component of the profit structure of an organization. The link, however, is a … Read more

How to Structure Training With Your Team

It’s a well-known fact that if you grow your people, you will grow your business – but how exactly do you raise the level of thinking to achieve those ends? Here are a few simple ways to boost the level of thinking in your key employees which will allow for desired growth.

The One Recruitment Mistake You're Probably Making (And How to Fix It)

It’s been said that “Variety is the spice of life”. In business, this is true on a number of fronts, from investment to technology—but never does it ring truer than in the people we choose to surround ourselves with via our recruitment process. Unfortunately, in the process of hiring, many business owners are inadvertently surrounding … Read more

The Shortest Path to More Sales

The shortest path to more sales is already sitting dormant in your business right now. Typically when we think about growing our sales, we put on our marketing hats on and think of all those prospects out there who are currently not buying from us. We think about all the marketing channels, advertising, social media, … Read more