I'm Jen Myers, one of the team of professionals at Gener8 Business & Life Solutions. Several years ago, I served two terms as Chair of the Executive Board of my local Chamber of Commerce. In that time I had the opportunity to attend an NZCCI (NZ Chambers of Commerce) annual conference. What a great place it was to connect with many other proactive business professionals from all over the country!
That year, we were treated to a short talk from Mike Bennetts – CEO of Z Energy New Zealand. Mike's talk was brief but powerful, and I thought his message was too good not to share with everyone I could reach. These are the key points that anyone can incorporate into their business or practice.
Language
The language or words we use as leaders can get us off to either a great start or a poor start. This can apply to someone who has recently stepped into leadership or someone who is an established leader shifting to a different office or team. The power of the words we use as leaders can also impact how successful we are at launching a new initiative or idea within our teams.
Mike talked about “sharing a ‘burning ambition’” (your business’s vision) to win over followers. You create a community that is focused on a single outcome. This is far more effective and enjoyable than pushing a burning "platform" or agenda onto people, where they feel like cogs in the wheel instead of being in the driver’s seat with you.
Another great example he provided to leaders was using the phrase “What have we missed?” when reviewing a stuff-up. Those words would likely get more solutions-focused input from team members than, “What did you do wrong?”, wouldn’t you say?
Tricycles
Mike’s next point was about the wheels on a tricycle. He compared them to the three general business strategies of:
- Customer or patient intimacy,
- Operational excellence, and
- Service / technology leadership.
Just like you need a front wheel to steer the tricycle, you need a strategy to steer your business.
Z’s steering wheel is developing customer intimacy, understanding what patients will want BEFORE they know they want it, with the other wheels providing the driving force. Without knowing exactly what your patients want, you and your team cannot lead the marketplace with only excellent operations or great offerings.
Extraordinary
Mike shared his two views around leadership:
- Extraordinary results flow from extraordinary leadership, and
- Everyone in an organization is a leader.
Mike’s investment in leadership development for his team members allowed them to accomplish in only 5 years at the time of speaking what it took other NZ companies 75 years to accomplish.
In my view, they’re doing something right! In what ways have you invested in developing your team lately?
Rental Cars
Do your team ‘rent’ their roles within your practice? Do they treat the office disrespectfully; consider patients an interruption; and leave as soon as the clock hits 5pm?
Or do they ‘own’ your practice along with you? Have you noticed any team members that arrive early so as to be ready for the day; treat equipment as if it was their own, take incredible care of your patients and go the ‘extra mile’ when needed?
Mike’s point here was that an owned car (position/role) has the same utility as a rental car, but the relationship becomes much more fulfilling when you own it, just as you treasured your first car.
Which one of these resonates the most with you? I especially like the concept of the rental car! Without good people, there is no practice. If we can develop a culture of ‘ownership’ within our teams, then we can reduce the roadblocks and have the full team behind one single vision.
We all have the ability to become better leaders by internalizing those four points. Your practice, your team and your patients will all benefit through improved team communication, shared values and service standards.
I hope this has been ‘food for thought’ for you. The Gener8 team and myself are established to help you build a world-class team through professional development for leaders and teams. I would love for you to reach out to me personally by phone on 07 872 0566 or email craigandjennifer@gener8.solutions.
The Gener8 team is dedicated to making your practice exactly what you want it to be. That means hitting your top line and bottom line numbers, improving processes and systems, increasing market share, entering new markets, developing your team and ensuring sustainability.