Employee First Leadership

The customer is always right. How far off course did we go following this mantra? I think most people in business and sales can explain what this philosophy was intended to produce and yet we've all witnessed the unintended consequences and damage this has

done to the buyer and seller relationship.

This attitude came from our desire for instant gratification which never generates the best results. Do whatever it takes to make sales became the strategy in the, 'Just win baby! and 'Just Do It!' age of business. To win today, the mantra needs to shift to, 'Just Do It Right', but first let's look at the unintended consequences before we talk about how to become the leader who can reverse their effects.

The unintended consequences...

If the customer is always right, then the employee is always wrong. Imagine going to work and knowing you will always be wrong...Very demoralizing.

A dysfunctional relationship between buyers and sellers occurred during, 'The Customer Is Always Right' age. Buyers became much too entitled and salespeople focused on making a sale, not doing what's best for the buyer or making customers.

The focus on making new sales, not customers, caused buyers to feel that salespeople were more concerned about the transaction than they were about them or the outcome they wanted. Mistrust grew between buyers and salespeople. Both sides didn't trust the others intentions.

Salespeople, customer service and executives became afraid to tell buyers no, walk away or look for a better opportunity to do good business. Business is all about connecting with people who can help each other and it needs a healthy trust between buyers and sellers to grow and be profitable.

People were actually treated poorly. Employees were abused and buyers indulged to the point they became spoiled, non-compliant buyers who couldn't be satisfied, sold at a profit or become loyalty customers.

Employees began to not trust their own companies. The belief that the company really didn't care about them or the buyer grew. They started to feel that the company only cared about making a profit. Don't get me wrong, leaders need to make sure their company is profitable or they won't be around to care about people. However, if people are their company's greatest asset then they need to act like it.

The phrase 'Do what's best for the buyer' was, and in most cases still is, interpreted as, 'Do whatever they want' to get them to buy or go away if they are complaining.

We intended to improve customer service by pleasing the buyer.  Instead, spoiled consumers soon had no loyalty. This reduced their buying decision to the lowest price which usually didn't result in what was best for the them, creating more dissatisfaction. This became a vicious cycle and war broke out between buyers, sellers and companies.

We talked about customer satisfaction, spent millions on surveys and customer retention programs while our intention and focus to make new customers (sales), offended our existing customers.

None of this is part of a good business plan which created many unrealistic expectations that could not be met.

Business historians will surely look back and write about how foolish 'The Customer Is Always Right' age of business was and the mess we made of business relationships during this period. We chased short term gains and created long term disaster!

Now it is time for the 'People First Age of Business' and the good news is that the results can be the longest most sustainable economic boom in history.

To lead your business to a healthy, profitable and sustainable place your people will need to

be more important than your customers. That's right, 'Employee First Leadership' starts with your people, then you can create a 'Customer First Company'. When employees are happy, energized and challenged they are better prepared to make and keep customers by doing what's best for them, not just selling them, but truly serving them.

'Employee First Leaders' do what's best for the people who work for them, and then ask them to always do what's best for the buyer to make them a customer.

A 'Customer First Company' makes customers, not just sales. Doing what's best isn't always what the buyer wants but what's in their best interest. This holds true with your employees as well. What's best for them isn't always what they want but it's a leaders responsibility to serve people, not please people. Serve your people and ask them to serve others and make customers and your sales, revenue and profits will increase. In addition, you'll create long term sustainable growth.

I knew an uneducated man, a high school drop-out, who ended up owning a car wash.  He left for lunch one day and left his son in charge.  When he returned from lunch he found his son at the booth taking new customers money.  The line of cars to wash grew longer.  They seemed busy with lots of new customers and the son was happy.  The son felt good as he talked with the new customers waiting to get their cars washed and the line continued to grow. The father took the son aside and explained that it's easy to take people's money but the most important part of the business was to keep them coming back. He further explained that it only happens because of perfectly washed cars.

He made the point to his son to stay focused getting the cars washed and keeping the line moving. I said he was uneducated, I didn’t say he wasn’t smart.  The memory of this event comes to mind even when I am working with large corporations, industry leaders and multi-million dollar companies. 

He was explaining 'Employee First Leadership' without knowing it. It's always more important for a leader to spend their time with the people who make customers because customers come back and send other people to your business ready to become new customers. In addition, word of mouth spreads virally in the social age and allows 'Customer First Companies' to establish their brand and grow faster.

This is 'Employee First Leadership' and it works for all businesses and organizations. Make the people who serve your customers more important than new sales and your business will prosper and grow. 

By Mike Moore

Winners Don't Watch The Scoreboard

To win in business and life, stop watching the scoreboard and start coaching or playing the game to the best of your ability! You'll be able to deal with the final score if you always give your best effort, but you won't give your best effort while watching the scoreboard.

We're living and working in a rapidly shifting world and economy so you can't just wait for a recovery or things to go back to normal. You can't produce new success by going back to good old basics. In fact, anything with 'back' in it is the wrong strategy this time around. 

Selfish, short-term intentions have created poor behavior that has led us to a crisis in personal and business relationships alike. These selfish intentions cause people and businesses to look at what's in it for them, work to get more while providing less and damages the relationships that can make us rich both personally and professionally.

These selfish intentions have caused people to look only at today's scoreboard and not at the final score. We've been so busy winning the first quarter we're losing the game. Life and business are both best when built on a sustainable 'people first' culture.

Championship coaches don't spend their time focused on the scoreboard or asking the players what the score is during the game. If they did, they'd lose more often than they'd win. This behavior is what executives and sales managers have been doing for years and it's no wonder businesses are struggling because this behavior sabotages the score. In business, this behavior creates a focus on new sales, new subscribers and today's numbers instead of customers which generates diminishing, unsustainable results. Making customers makes a business healthy, profitable and sustainable.

Poor intentions are sneaky, they slip in unintended and damage the result we want. Take for example when the boss asks, “How are you doing?”, what do they mean?  They are most often checking up on sales and a discussion of the company’s sales statistics ensues. Typically, right after this conversation, calls are made down the chain of command to each level until a sales manager calls a salesperson or store manager with the same conversation. This, “How are you doing?”, when we mean, “How are sales?” needs to stop.  This is the coach asking the players the score during the game.  

We need new conversations that will only occur from new intentions and generate a new sales engagement with consumers. We need a 'people first focus' to build relationships and generate positive results by serving people rather than trying to please them.

Watching the score and waiting for it to get better won't get it done this time. There's no recovery coming, just opportunities to begin again. This time, our best opportunity is to play the game with new thinking and intentions that can drive the attitudes, skills and actions that will produce healthy relationships with consumers and generate success!

It's so easy to slide back into the instant gratification of making new sales rather than customers. It's the comfortable old path that sabotages the possibility for your new success.

It will take 'people first leadership' to create a 'customer first company' and solid sales management to keep salespeople on track to win and generate a healthy new economy.  

By Mike Moore

The Transition To A 'New Economy'

The signs are clear that the economy has been and is in transition with the failure of Borders, collapse of Blockbuster, bankruptcy at Kodak, big changes at JC Penny, rumors of Best Buy's demise, the worst year in US Home Sales ever, a threat of a worldwide recession and not enough room to list the failed banks! There are countless other businesses trying to survive until a recovery comes but they are on a course to fail.

There are too many leaders suffering from 'normalcy bias', waiting for a recovery that isn't coming. This is producing strained and stressed sales managers, needy, desperate salespeople and sales trainers teaching the same sales skills with the intention to make a sale. All of them working harder and putting more pressure on consumers to buy that's helped create today's dysfunctional buyer and seller relationship. Add to that, consumers don't trust or believe salespeople, changing demographics, maturing use of technology, the explosion of social networks and it's the perfect storm for a transition to a new era in business. This is no less dramatic than the shift from the agricultural age to the industrial age...New intentions, thinking, attitudes, skills and actions are required to make the transition to a 'people first age' in business!

Success in this 'new economy' will require new business and sales intentions to generate a new engagement, connection and conversation with consumers for a healthy relationship. Nothing else will produce immediate results and sustainable growth better or faster!

It's not back to basics unless you want to just slow your failure... It's forward with new intentions for a successful new 'people first age of business'!

Leadership Lessons From Moneyball

Preconceived notions stop the people in charge from seeing inefficiencies in their businesses. Old habits, traditions or just plain comfort makes them reject the ideas of those who see the inefficiencies and have solutions to improve them. In fact, if their fear of change or pride becomes strong enough they will often reject and attack the people with the solutions too.

The greatest inefficiency in business today is the dysfunctional relationship between salespeople and consumers. It's caused by the intention to make sales. The good news is it can be corrected by changing this intention, which would heal the relationship and result in increased sales and sustainable growth. It won't be easy, but it is actually simple, like most changes that produce great improvements, transformations or start new era in business.

We are in transition to the 'People First Age' of business and commerce. It's happening right now. We aren't in a recession; we're in this transition to a 'new economy'. A big lesson form Moneyball is that it's easy to look at numbers and statistics and then make poor decisions...Success in business is about people, not numbers...When analyzed correctly the numbers should inform leaders how to help their people become successful, or how to select the people who will succeed. 

Businesses have to change their intentions or face certain failure...It's this shift in intentions that allows leaders to see the information that's in the numbers. Just as Kodak, who invented the digital camera in 1975, but refused to take advantage of it for fear it would damage their traditional film business, only to have their film business cannibalized by their competition with the digital camera they already possessed. They had the numbers but their intentions where misplaced and led to their demise!

If traditional businesses don't change their intentions at the point of engagement with the buyers of their products they will be cannibalized by new businesses with the right intentions. Like Kodak, existing businesses have the power to be leaders in this new 'People First Age' but one way or the other it is happening and the winners will be those who have the right intentions. The intentions to help, serve and do what's best for the buyer...The intentions to make customers and not just sales.

"People seek to improve until they are comfortable, and when they become comfortable, they stop looking to improve."

By Mike Moore

For more information about the right intention go to http://makingcustomers.wordpress.com/.

Five Power Leadership

LEADERS SEEK RESPECT BEFORE APPROVAL OR FRIENDSHIP!

FIRST POWER...TRUST
     Be accountable...Take responsibility
     Create an open, positive, risk taking environment
     Focus on solutions, not fault finding and assigning blame
     See unwanted results as an opportunity to improve individuals and the organization
     Don't be defensive...
     You don't have to have all the answers...Just help people find them

SECOND POWER...HIGH STANDARDS
     Raise the bar...The lowest form of behavior you allow is who you are as a leader
     Blur the lines between job assignments...The mission is everyone's job
     Don't allow average behavior
     Assign and monitor all work to teach and coach using specifics
     Hold people accountable

THIRD POWER...CARE
     Manage people's attitudes before they become actions and poor results
     Don't allow people to accept average behavior
     Care enough to challenge people to get them to do what they don't want to do
     Don't overreact...Make people more important than results and the results will improve
     Teach, coach and mentor to help people grow

FOUTH POWER...VALIDATE PEOPLE
     Make taking time for people a priority
     Be respectful...Pay attention and listen
     Ask people's opinions...Pay attention and listen
     Reward extra effort...Pay attention
     Make people feel important...Pay attention
     Did I mention...Pay attention

FIFTH POWER...CHANGE
     Be a change advocate...Lead the change
     Encourage change...Ask people how they and the organization can improve
     Question everything...Never except or settle for the status quo
     Help people change to improve...When they don't, change your people

Be mindful that people will treat each other and your customers the way you treat them!

Buffet On The 'New Economy'

It hasn't been a recession...It's a transition to a whole new economic model.

Here's what Warren Buffett suggested to cure the economy...During an interview on CNBC. If combined with PeopleFirst Leadership in business and the transition to value based capitalism it could be the start of a great opportunity for everyone.

Buffet told CNBC, "I could end the deficit in 5 minutes,". "You just pass a law that says that anytime there is a deficit of more than 3% of GDP, all sitting members of Congress are ineligible for re-election. 

The 26th amendment (granting the right to vote for 18 year-olds) took only 3 months and 8 days to be ratified! Why? Simple! The people demanded it. That was in 1971...before computers, e-mail, cell phones, etc. 

Of the 27 amendments to the Constitution, seven (7) took 1 year or less to become the law of the land...all because of public pressure. 

Warren Buffet is asking people to forward this as an email, to a minimum of twenty people on their address list and in turn ask each of those to do likewise. 

In three days, most people in The United States of America will have the message. This is one idea that really should be passed around. The results would be increased opportunity and the possibility of a higher standard of living for people today and in the generations that follow. 

Let's get this past...The Congressional Reform Act of 2011 

1. No Tenure / No Pension. 

A Congressman collects a salary while in office and receives no pay when they are out of office. 

2. Congress (past, present &future) participates in Social Security. 

All funds in the Congressional retirement fund move to the Social Security system immediately. All future funds flow into the Social Security system, and Congress participates with the American people. It may not be used for any other purpose. 

3. Congress can purchase their own retirement plan, just as all Americans do. 

4. Congress will no longer vote themselves a pay raise. Congressional pay will rise by the lower of CPI or 3%. 

5. Congress loses their current health care system and participates in the same health care system as the American people. 

6. Congress must equally abide by all laws they impose on the American people. 

7. All contracts with past and present Congressmen are void effective 1/1/12. The American people did not make this contract with Congressmen. 

Congressmen made all these contracts for themselves. Serving in Congress is an honor, not a career. The Founding Fathers envisioned citizen legislators, so ours should serve their term(s), then go home and back to work. 

"Interesting thoughts...Could be game changer if combined with business leaders realizing that the selfish intentions of business damage their business and they begin to operate based on helping, serving and doing what's best for their employees and customers...PeopleFirst Leadership Is the best solution and path to a successful 'new economy'!" Mike Moore 

New Economy, New Opportunities

Time for selfish business intentions to give way to real capitalism based on serving and providing value to people...It's time to get real and be 100% genuine. It's time to do business based on natural laws that allow for short and long term success.

Any business model that's central intention is selfish will eventually implode and that's what's happening to the economy today! There is no recovery coming only the opportunity for a 'value based new economy'!

It will require People First Leadership! Think Henry Ford, Herb Kelleher! It works but takes character, commitment and a firm belief in the true principals of capitalism not the perverted intentions we've experienced in this generation!

Value or service have to be the intended purpose of business with profit as a result...not the central purpose, No more manipulating results for selfish intentions.

The past few decades business leaders intentions have not been much deferent than a thief's...How can I give as little as possible and maximize profits! Any wonder we're on the brink of collapse.

Leadership Lessons for Success In The New Economy.wmv - YouTube

Leadership Lessons for Success In The New Economy.wmv - YouTube

Sales Leadership Lessons

I have been participating in a discussion on LinkedIn, with sales leaders about selling, sales training and sales management. I'm very concerned and have been for years that business and sales leaders have been sabotaging the relationship between consumers and salespeople. 

If you’re in a position of sales leadership, ask yourself, "What attitudes and actions do my messages create in my salespeople? Is your sales culture sabotaging your sales?

Just a few of the phrases being used in the discussion have been a 'hunter who can find 'em, stalk 'em, kill 'em and eat 'em" or "you have to know what you're hunting so you’ll now how to kill them". 

These phrases create attitudes and actions that turn people off. It's also left the consumer and salesperson, or buyer and seller, with a dysfunctional relationship that's creating a whole ‘new economy’.

My concern is that the majority of salespeople hear 'hunter' and "find 'em, stalk 'em, kill 'em and eat 'em" and it creates attitudes and actions that chase more buyers away than it creates sales. 



The salespeople that can improve a business are not the elite salespeople, it's the majority, from low producers to average producers, and these attitudes have sabotaged their ability to improve. It's also created a sales engagement that has damaged the buyer and seller relationship to the point of sabotaging sales results. 


No one started out to create the dysfunction that exists today between buyers and sellers but the message too may sales trainers, executives and sales managers deliver is translated into the intention to sell and not serve and doesn't produce the best results. 



The intention to make a sale is what buyers and consumers 'feel' that chases them away. Knowing how to put the customer first is an act of long term selfishness. It will produce the best results, highest sales and customers that will grow your business. 



The attitude that new business is what matters most, is what's brought the economy down and it's still damaging salespeople's ability to succeed today.

Customers create sales growth. Businesses and the economy are suffering from the business focus of getting new subscribers, new sales, instead of making customers. 


Years of traditional sales engagements, demographics, multi-cultural issues, the access to information on the internet, unprecedented economic pressures and social networks have changed buying cycles along with buyers and consumers attitudes.

New sales increase fastest when people are engage with the focus on making them a customer, not a sale.

Start sending a message of service and help. Implement a culture of caring about customers more than sales. Beginning teaching and coaching salespeople to be 'servants on a mission’. When you do, sales will increase, your business will grow and everybody will win.

Look for "Traits of a Servant on a Mission" in my next blog.

By Mike Moore

Too Comfortable To Learn, Grow & Improve

Past success and achievement often breeds comfort. It's also in our human nature to seek comfort even before improvement. It’s this comfort that causes people and leaders to stop improving and protect their success in good times when they get comfortable or reach their desired level of success.

In tough times, like we're now experiencing, it will make people and leaders dig in even deeper to survive and wait until things get back to normal instead of taking the actions to improve and create a new normal.  While this make slow the decline or fall, it certainly de-motivates and demoralizes people and organization. This mind set will enable the final decline and move them or their organization backwards at a time when energy and enthusiasm for the challenges, change and new innovative thinking are desperately needed.

Over the years I have met many people and business executives who seemed to be comfortable with the status quo. These same people and leaders often agree it is time for change, time to improve, but go back to what is familiar and wait for change to overtake them or their organization.  After years of observing this mind set and behavior I am left with only one conclusion.  This happens because they have achieved a personal goal and become a too comfortable with their position or life. This causes them to look to protect their position or possessions instead of using all the attitudes, skills and actions that help them achieve or grow in the first place. 

When things get tough and leadership and changes are needed, their comfort level motivates them to wait until things get better rather than look for alternatives to make things better.  I have never believed these same people or executives achieved their personal goals with this mentality. Rather, they only stopped moving forward, being innovative thinkers and advocates for change and personal growth after they achieved a personal goal and reached a comfort level.  

When bright, aggressive people and leaders, who were able to lead their organization to great achievements, start using language like "hunker down" and "wait", it is most often a sign of comfort or fear and it’s happening too regularly.

When the time comes that people or leaders would rather be comfortable than grow or lead the movement for improvement in their life or organization, it is time for the leader to step down and find a new challenge to get reenergized.  This is true in our personal lives as well...complacency or comfort are our greatest enemies to a happy successful life. Leaders stepping down or finding a new challenge rarely happens in a timely or productive manner and usually occurs after much of the success achieved has been lost.

As a leader...Do you have a plan for stepping down or creating new challenges? In your personal life,...Are you aware when you get too comfortable? Good habits lead to good results but when a habit becomes a rut that drains you of your energy beware. Look for the new challenge to reenergize the achiever in you. 

How will you know when it's time?   One major indicator is when the changes required to keep moving you or your organization forward aren’t energizing but a chore! When our attitudes as leaders are right then change is always energizing. 

Most leaders have the heart of a great competitor. Great competitors usually lose the will to prepare before they lose the desire to perform. When this happens performance suffers.

Often in business, leaders get comfortable with their past achievements or the position they hold and it creates an unwillingness to embrace the changes needed for their organization to move forward to new accomplishments.

Too often achievers or leaders are like the performing artist that can’t let go of past accomplishment or the thrill of the performance and try to perform after their performance deteriorates. Except people's performance in life don't have to deteriorate if they stay committed to learning, growing and change. 

For people, leaders and their organizations, it is best to get reenergized by becoming change advocates.  It is never best to wait for things to get better… Be careful that your life and leadership strategy isn’t to hunker down, wait or survive until things improve.

Don't hide behind the idea of going, back to basics, I've always done it this way, or it's worked this way before. Be ready to make changes, learn, grow and keep making changes to learn again. Remember it's what you learn after you know it all that matters the most and makes the biggest difference.

We are all experiencing a new economy and a new way of life. If you want a happy successful present and bright future then wake up everyday looking for what's possible, what's new.

It's time for people in general, and leaders specifically, to get back to their first loves…challenge, change, innovation and improvement.  This is the best solution in good times, tough times and the best way to re-energize yourself or your organization.