Message of the Day - Engagement and Success Using Carrots

Good Morning,

 

Two weeks ago I had the pleasure of listening to an interview with author, Adrian Gostick, who co-authored the book “The Carrot Principle” (http://www.carrots.com). This interview was set up and run by our friend Dale Gibbons of Ebit Information Systems (http://www.ebitinfosys.com). After the interview, I picked up the book and started reading it this past weekend.

 

About halfway through; I really enjoyed the sections on Leadership Accelerated, especially the section on trust. The book also describes three types of leaders, ‘Expectors’ who use incentives because they expect their staff to work harder to earn them, making them a part of the daily operations. Then there are those who do not use incentive at all. Finally, there are the ‘Altruists’ who follow a different pattern. Just read this:

 

“To reach the heights of effective management, your leadership style must become less focused on tangible outcomes and become more about recognizing the overall impact of your employee’s contributions. This means you must get to know your people. You must learn to recognize them based on personal profiles. And you must learn to engage your people in your shared success - building a culture of success”.

 

In a call center environment, this can be as simple as focusing less on the number of calls that a team member takes and more on the number of opportunities to win over a customer or caller. Really, what are you looking for? Numbers, or satisfied, loyal customers?  Of course there is a need to have some numbers met, but focusing on the overall impact of the team’s contributions, you can get the numbers and the satisfied customers.

 

In pretty much any environment, you can create a culture where the team looks forward to making positive memorable experiences or achieving breakthrough performance by getting them to be both satisfied and engaged. One of the best tools for this is by using recognition. This gets the engine revving on the culture of success.

 

I look forward to finishing this book and seeing how I can better engage my team and together, be more successful.

 

Thanks again Dale Gibbons and Adrian Gostick.

 

 

Enjoy!

 

Sanford Berenberg

Sanford@berenberg.net

http://sanfordberenberg.blogspot.com/

502-533-9336

 

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