It all starts with consumer expectations! We all want more, expect more and don’t have to wait. We can thank Moore’s Law (computing power doubling every 2-years) and Amazon, Apple, Facebook for the explosion of data/inter connectedness…..But what does this have to do with hiring Team Players for my business? Everything:
- You are in the business of attracting and retaining customers.
- Your product or services are delivered in phases with a clear beginning, middle and end.
- Your team must create positive experiences at every phase and fill the gaps to attract, build trust and maintain loyalty, less consumers go elsewhere.
So how can we proactively maintain customer loyalty in a world that won’t stop elevating expectations? That’s the dilemma we must all face!! I believe our best and only chance is to become radically inclusive and collaborative at all levels of leadership. This requires an organization, starting at the top, to be filled with Ideal Team Players, let me explain:
Ideal Team Leaders (Players) are Humble
Meaning they consistently demonstrate humility, especially around their peers. Think Jim Collins level 5. This creates the space for true service and servant leadership resulting in collaboration and deeper levels ownership….Humility is galvanizing force that enables transparency and builds trust throughout the entire expectations chain. Ideal team players transform!
Ideal Team Players are Hungry
They are oriented toward increase and continuous improvement. They care enough about their own growth and the company’s to engage in conflict, keep commitments and hold peers accountable. Ideal team players execute!
Ideal Team Players are Smart…
I.e. they treat consumers and their fellow employees like they want to be treated. They have the EQ (emotional intelligence) to empathize, do the right things and be the glue in the inevitable gaps that form in your service/product life cycle. Ideal team players get results with others!
Want Proof?
A study performed by Google reported by the Harvard Business Review. Altruistic leadership was defined in large part by Humble, Hungry and Smart. Huge connection between teamwork and innovation!!
Given the pace of consumer expectations, growing an organization of Ideal Team Players maybe your best strategy to maintaining relevance and customer loyalty in 2017 and beyond. A big shout out to Patrick Lencioni for his outstanding research and latest book, The Ideal Team Player! It was my favorite read last year and comes with practical tools/resources to help you integrate. I hope you found this helpful.