We’re starting to get used to this idea of order one day and collect the next; ordering our groceries and collecting on the way home. How easy is that?! We decide what we want and someone else does the leg work. We get the results we want, and can get on with what we really want to do. Click and collect.
Wouldn’t it be lovely if we could manage strategy in the same way? We decide what we want, place our order and someone else does the legwork to get the results we want.
I realise, that’s not quite how we want it. We want to have some control still about how the ‘legwork’ is done, how the strategy is implemented, and we want people to be happy while they’re doing it. But still, wouldn’t it be lovely ….
The reality can be more like the one a client shared recently: “Yes, I shared the vision and they all listened and smiled .. politely. I think they’re more interested in how it affects them.”
My client doesn’t want polite smiles, he want Passion, Engagement, Action. So we talked about ‘what would people be doing differently if they had Passion?’ ‘How else could the same behaviour be achieved?’ ‘What might be stopping them from doing that?’ and all those great coaching questions.
We came up with some great ideas, lots of tactics, rewards etc.. and as the fog cleared, out of nowhere, I started humming a song.
“It ain’t what you do, it’s the way that you do it. That’s what gets results.” the Fun Boy 3 and Bananarama version.
It was a bit embarrassing but ‘WOW!’ that was the answer.
The answer wasn’t ‘how good is the strategy?’ It was all about credibility and ‘how we behave with our team’. If we want passion, we have to show passion. If we want honesty, we have to be honest. If we want them to trust us, we have to trust them. If we want them to do things differently, they will make mistakes, and we have to show them it’s okay to make mistakes by admitting our own.
.. and that’s pretty scary. Does admitting we may have made a mistake lessen our credibility? Or does it increase it? If they win, do we lose? Do we want to win the war or this battle?
The truth is Click and Collect is for things, tasks, inanimate objects and systems that don’t have feelings. Efficiency and speed are brilliant for that.
For people, we have to go slow, build trust, and understanding, be authentic, credible and clear. We want to be someone others will follow, because they like us, they trust us, they believe in us. That might sound a bit unrealistic, but there are people out there that many of us would follow, wherever they were going, because we believe in them. That might be Richard Branson or Oprah Winfrey, it might be a friend, a family member or a colleague.
“It ain’t what you do, it’s the way that you do it. That’s what gets results.”