In its simplest terms, effective coaching involves expanding people’s capacity to take effective action. It involves challenging underlying beliefs and assumptions that are responsible for one’s actions and behaviors. At its deepest level, effective coaching examines not only what one does, and why one does what one does, but also who one is.
Today’s buyer sees you long before you see them. That means they begin to shape their own impressions about you…well before you’re even aware of it. Much of that is happening online. And since this is going to occur whether or not you want it to, you must take charge of your character and how you’re seen by others.
As a leader, how do you get the right people on your bus? While the U.S. unemployment rate declined to 3.9% in December 2021, many managers and leaders feel an increasing urgency to fill open positions. And it’s understandable: short-staffed teams are at greater risk for disengagement, errors, and burnout. So, it’s not uncommon to see new-hire incentives including signing bonuses, flex work schedules, and childcare grants. Unfortunately, filling open positions with the wrong person can make matters worse.
Today’s sales landscape is a radically different one from just half a decade ago. It’s not just that it’s increasingly digital and that everyone keeps on adapting quickly to the global pandemic. Those are symptoms. There are deeper tectonic shifts—years in the making—completely rewriting the map of the ground under your feet.
At the core of leadership apologies—whether it is on behalf of the organization or in behalf of the leader—is trust. But here’s the thing: when leaders offer a humble apology, their motivation is not about acquiring trust, it’s about personal change. Great leaders build trust from the inside out.
When you think of buyer-seller relationships, imagine a bow and arrow set. You used to be the arrow—or you had a sales team that was like a group of arrows. Your job was to hit a sales target. And your customer was that target. The more often you’d hit a bullseye, the better things were for you.
When an apology is in order, how do leaders in your organization apologize? We can’t help but notice when it goes poorly. Sometimes, it’s a matter of people (or a person) not ready or able to forgive. And that’s understandable, especially when there is no attempt at restorative justice. Other times, apologies go sideways when egos get in the way. At best, it falls short as a polished explanation; the apology is an attempt to justify the behavior. This often results in the erosion of trust. Great leaders—whether they are seasoned executives or untitled leaders—know how to humbly apologize.They understand that mistakes happen and that they are not infallible. Real leaders hold themselves accountable and make amends.
In business, all intangibles can be tangibles. And when you recast all your value this way, you accelerate the total ROI your customer can expect from you. That’s the key to shutting out the competition and creating a high-growth, high-profit business in today’s marketplace.