Six principles for winning the hearts and minds of members of any group or team:
Leading these principles using the practice's process of five daily activities respectively:
- Thanking - to recognize everyone
- Inviting - customers to let us know "How are we doing?"
- Asking - the critical questions for the group's success
- Feedback - from group member's own daily activities
- Sharing - assessments to continue a customer dialogue
- Thanking to begin the process again - letting everyone know their efforts are appreciated
These six principles hold true in regardless of whether you are managing or leading. For instance, senior managers use the same principles to manage "what" future actions the enterprise needs to take and the programs for execution. The following demonstration would be typical for most enterprises:
First recognize which teams need to provide what services, products and markets.
Management then invites participation in "How are we doing?" through surveys, interviews, focus groups, etc.
They reflect on the critical issues which will determine their success in the future.
Design programs and systems based on the feedback they receive to involve everyone in the execution of daily operations.
Supervisors encourage suggestions and discussion on the success of the execution through daily operations. Try to create a dialogue about customers.
Express appreciation to associates as well as customers and partners for desired results.
The actions to implement these principles are executed from the top-down through programs and systems to maintain the all-important structure and discipline any enterprise must have to succeed. The practice's five actions for leadership listed above compliment these programs with a leadership skill for the people-part of the enterprise. Winning the hearts and minds of associates as well as customers and partners. A practice to lead the "how" to maintain results from the programs and systems.
To learn more about continuing to involve everyone (associates, partners, and customers) with their hearts and minds view the "cycle of engagement" webpage.
"If you give a team member customer feedback, you focus them for a day. If you teach a team member how to 'ask' for customer feedback, you focus them for a lifetime!".