“Perfect partners don’t exist. Perfect conditions exist for a limited time in which partnerships express themselves best.” —Wayne Rooney
Before you can hire and retain the best people, “best” needs to be defined. Best means best for you and for the culture of the company you’re building.
Consider a group whose purpose is to supply and use illegal drugs. We refer to this group as a gang. The gang does not recruit from the seminary working with people who want to be priests. They recruit those who will fit their culture, from the places where they can be found.
I use this unusual example so you’ll remember to define your company’s culture. What does that mean? Common attributes of ethical cultures include:
- Integrity
- Honesty
- Authenticity
- Harmony
- Respect
- Teamwork
A Cultural Policy Statement is something I help all clients develop and publish. It becomes an important piece of the next part of the recruiting process.
Hire to your weakness and hire people with stronger skills in those areas where you should no longer be spending your time. Those areas probably include most of the things you’re currently doing.
No Job Descriptions
For maximum performance, people need to be clear on how they’re measured and evaluated. Develop a Statement of Accountabilities – your definition of what the person is accountable for. Remember everyone is accountable for adhering to the principles in the cultural document or to the ethics of the organization.
This is important because, at times, it will be important for people to step up and do what is not a part of their primary accountabilities. At those times, a comment like, “It’s not my job,” is not congruent with the ethics of the group.
Apprentice
Everyone is an apprentice at the start, including independent contractors. By apprentice, I mean in development – until a level of mastery of their accountabilities is demonstrated. A common target date for this first phase of demonstrated mastery is 90 days. That’s not cast in stone, but should be a good starting point.
Acknowledgement
Day One, you must let the new team member know how they’re doing. Then, a minimum of once per week for the first month, hold an informal discussion focusing on what is working well and what can be better. Acknowledgement is a complementary system as opposed to a performance appraisal, which is negative. When you focus on the positive and encourage your team members to improve to ever-increasing levels of mastery, you’re demonstrating that you’re in the flow of your defined cultural system that includes respect, harmony and more.
At 30 days, and 60 days, this acknowledgement process is informally written, focusing on successes. Remember – as a leader, your goal is to help them master Phase One.
What are Phases Two, Three and more? That part of the organizational development system is part of another book in this series. For now, think Kaizen gradual improvement every day, at every level, in the business.
What About Academic and Professional Credentials?
If you’re recruiting a lawyer, CPA tax specialist or other professional where the licensing designation is important, then you must focus on credentials. Otherwise, follow the advice of my friend, George Ross, who has been Donald Trump ‘s advisor for a long time. George says to focus on the initiative of the person, the energy you feel coming from them. Do you sense a drive and a desire to make a difference? Those attributes are what you’re looking for.
It’s very interesting to me when I think about how I first connected to the people I’ve now met, worked with and know. I never would have imagined the outcome of meeting these incredible people.
That’s what will happen for you as well. Once you focus on the outcome, the most amazing people and opportunities will appear.
Here’s my own story of two great people. One is a success story to this point and one is a failure. I’m responsible for both.
Success to Failure
The failure was in a relationship. There came a point where the confidence in performance was in doubt and, once that happens, the chain of trust is broken.
I met her in 2009. She asked me some questions online about The Law of Attraction as she was reading my Manifest Mastermind free course. I exchanged my life coaching for her administration and online marketing help. I was happy to help her, to some extent monetarily.
Our work together expanded when I started my real estate investment firm, Tampa Capital Partners. She is smart. Everyone she meets loves her. I always trusted her. Then, the day came when she was over-confident in her relationships with people in the real estate power team. That led to decisions that were not good for the projects. Those decisions resulted in time delays and work that had to be re-done, driving up the cost of renovations and more.
Losing money isn’t the end of the world. However, it does strain relationships when there’s a delay in authentic communication. Ultimately, we reconciled and, today, I still honor and respect her. However, there’s little or no communication and she has moved on to a full-time job elsewhere.
Lack of communication was the reason this relationship failed. Looking back, I still don’t know why the communication changed. But, it did and that’s essential for success in any business.
I wrote that I’m responsible. How can that be, if the other person is the one who stops communicating? I’m not able to identify the precise points where I could have done anything different, because the passage of time clouds some of the details. Read the next story and discover what I am doing now to minimize the risk of a repeat.
Current Success
Who would have imagined that an ad placed on Craigslist for a cleaning person, five years ago, would have resulted in one of the best people joining my team just four months ago. This person is now an apprentice in my real estate investment firm and a marketing support person doing Website work, online marketing, SEO and new business development.
I’ve known this lady since she first walked through the door with her partner, to clean my home. It took me nearly five years to recognize all of her skills. I simply didn’t take the time to pay attention. That’s a major lesson. She’s highly motivated and largely self-taught. Considering her skills and motivation, I’m investing a lot of time in her training and development. She’s receiving the same coaching program that my top students receive. In reality she gets more, because she lives five minutes away and it’s easy to visit in person and coach in person, which I’m not able to do as often as I’d like for most of my students.
In a short period of time, there’s already more real estate business in development than I’ve had in three years. In addition, there’s a new business venture that’s founded on branding, licensing and joint ventures, where my apprentice has been instrumental in helping the company grow.
She’s already on a profit share program and, based on the success path she’s on, she most likely will wind up an equity partner.
My goal is to make sure I do my part in helping her succeed at ever-increasing higher levels. Already, we’re working on finding a person who will be the newest apprentice, so we can continue to build the business with the right leverage.
This success doesn’t mean working together is absolute bliss every day. She’s very good at helping me see those times when I can do a better job teaching and guiding. Understand that, when you experience difficulty with a client, vendor or employee, it doesn’t mean they’re not valuable. Understanding where a person or company’s strength lies and where they’re best positioned is the key to understanding how to maximize the benefit of their relationship with you and with your company.
The Opposite of An Ethical Culture
On my blog, I published a story about a problem I had with AT&T and my iPhone. Regardless of how many people I talked to – including customer service, technicians and anyone they wanted me to talk to – my problem never got resolved.
I loved the iPhone and wanted to keep it. AT&T obviously, at the time, had in place a system that restricted them from doing anything more than checking their towers for an outage or sending patches to a problematic phone. I also knew that I was not the only one having problems with AT&T, and we all wanted to keep our iPhones.
Apple wasn’t blind to the trend of unhappy customers with AT&T and took action. They authorized Verizon to sell and service the iPhone, too. Now Verizon is selling the iPhone and most of the problems seem to have disappeared. However, Apple learned the lesson. Today, they don’t only rely on a robust Verizon to provide their valuable customer support culture. Sprint now offer the iPhone and there are many retail stores where the iPhone can be purchased today. Regardless where you purchase the equipment, your satisfaction is directly linked to the customer support for the servicer you select. You can buy an iPhone at Walmart and your satisfaction is directly related to how well the service provider has implemented the process described here regarding hiring, training and acknowledging team members.
In this scenario, Apple customers didn’t have to switch to another phone and could test the customer service culture of Verizon. Interestingly enough, after changing to Verizon and experiencing outstanding support, it changed. I began to feel like I was talking to AT&T again. My conclusion is that neither AT&T nor Verizon has a cultural mission of taking care of the customer, no matter what it takes. Now I’m testing another phone – a phone based on Google’s Android technology. The carrier is T-Mobile. I’ll be writing a book on my experience with this test – or at least a couple of articles, depending on the lessons I learn.
Every business has notable strengths. This is true for AT&T, Verizon and Steve Pohlit International. Each business must focus on what it does extremely well and build internally and externally to strengthen its weakness. In theory, customers don’t care if the person they’re talking with is located in Omaha or Dubai. The reality is, if they don’t connect with the person who’s there to help them, the customer’s lost. The loss can be immediate or longer-term.
In my experience with AT&T, I worked with them for more than six months before, one day, I decided no matter what, I’m changing carriers. The lifetime value to me changing was at least $50,000. Is my lifetime value for Verizon that amount? Actually, it’s much more. Because of the rate of business growth I expect, the lifetime value of my cellular account could easily be worth at least $1 million over time.
There’s no way to know for sure what the true lifetime value of a customer will be. Actually, that’s not the important point. What is important is that each customer today is totally valuable. Whether that customer buys one product for $69 or becomes one who invests $1 million or more with you, the key is treating each person who wants what you offer as royalty. Read that again – treat each person who wants what you offer as royalty.
This case study shows how AT&T didn’t have strength in the quality of coverage and customer care. Now, Verizon and others, including T-Mobile, are working to establish themselves as industry leaders. Either they will or others will invent the systems and skills that are what the market wants. When they do, they’ll dominate, as long as they deliver on their commitments and continue to innovate.
You’re Fired
Donald Trump popularized this phrase. My response is, any time we dismiss a person who has worked with us, it’s we who have failed. It’s I who have failed. You must accept the Universal Law of “I Am Responsible” to succeed.
“The inability to learn is not the problem. Ineffective teaching is the problem.” Meir Ezra
Are you challenging this point? Good. Now let’s look at just one example. Richard Branson was not a good student. He has dyslexia. He recognized that he could compensate for this problem by memorizing. Today, he credits part of his amazing success to his memory.
Do you want to learn more of his story? Read his book, Screw It Just Do It. I love that book.
This is an example of a person I personally know. I have information that he’s a billionaire. I have not confirmed that information. I can see he is very successful. When you spend time with him like I have, you learn his perspective regarding schools. He quit when he was 16 because he felt schools make you stupid.
Did he quit learning? Absolutely not! In fact, he is about 50 now and I’ve watched him conduct a seminar for more than twelve hours each day and he still continues to study each day for more than two hours. He’s used his self-study system to enhance and perfect a system for building successful companies. He now owns twenty six of them.
When I first met him, I simply introduced myself, complimented him on what I was learning from him and briefly mentioned some of what I do. He gave me his personal cell phone number and email address and said, “Don’t be concerned about my time. If there’s anything I can do to help you further understand what I’m teaching, just ask.” I did ask and he answered the same day. Now we have an agreement to have dinner with me and my apprentice, who has connected with others in his organization, will be with me. We all live within 30 minutes of each other. You would never know how successful he is by how accessible he is.
I give you this example because of what I’ve learned from him already. I’ve learned to memorize very important information. I’ve learned to step up my game and teach others what works. I’ve learned to listen more intently and to be more accessible. If a man who owns 26 companies and is a billionaire can do this, so can you and me. Many of the lessons that are in this book are enhanced by what I’ve learned from him.
What is the first lesson he taught? I am responsible. See the tie-in to Richard Branson? If you study successful people, you’ll find this principle is at the core of who many of them are.
The Degree of Success is Proportional to What You Measure
The systems you put into practice must always be tracked for effectiveness and consistent results. This is the only way you can ensure yourself of reaching a goal of 30% more profits in 90 days or less.
“You get what you inspect not what you expect.”
Examples of What to Measure
- Inbound customer service calls and the time it takes to resolve the matter. Also the time it takes to implement a structural solution, so there’s not a repeat call.
- Sales staff should be focused on sales and not customer service. Measure the volume and effectiveness of the sales process.
- Measure all marketing campaigns, including direct mail, social media, email marketing and more. Be sure to have split tests running, so you can declare a champion. Once you have a champion, challenge the champion and start the process all over again, trying to better the results. That’s right – it never stops.
Meir teaches and now I coach on the 70 statistics every business needs to track. This applies if you are one person running all parts of your business or a large multi-national corporation. With these examples, you already see the benefits of measuring.
“You get what you inspect not what you expect.”
This chapter is about how to recruit and develop a successful team. The answer is that it starts with you. You’re the leader, you’re the inspiration. You are the example, so: be the example of what you want your business to represent.
Action Steps
- Develop your company’s cultural statement.
- Prepare statements of accountabilities for all positions in your business, including yours. This is equally important for any partners and power team members, including outside accountants, lawyers, consultants and realtors.
- Begin defining all priority actions steps and measuring the results. For example, if outbound calls are part of your marketing strategy, maintain a log and evaluate volume and effectiveness.