I always emphasize the importance of the leaders modeling what they want their staff to do. My comments are usually met with vigorously affirmative head-nods and the like. Everyone seems in agreement. Then oftentimes when I check back a week or month later - nothing. It seems that many leaders would much rather fast forward through what THEY have to do, in order to get to the juicy part of what EVERYONE ELSE has to do.
“I need YOU to answer the phone within 3 rings and with a smile.” “I need YOU to proactively follow up with customers.” As leaders, in the pursuit of expecting good habits in everyone else, we cannot ignore, fast-forward or head-nod our way through the most potent ingredient: Am I doing it? Not just every now-and-then when I am in a good mood; but am I doing it consistently. In the same way I expect my staff to do it consistently. Am I walking it? Am I talking it? If not, then I can’t honestly expect my team to consistently do it either.
