The following is a guest piece by Ritchie Norton.
Why do so many people, businesses, marriages, and even entire empires fall? We’ve probably heard the proverb “Pride goeth before a fall” but could the answer really be that simple? Arguably, all other vices could fall under the umbrella called pride, and if pride really is at the heart of humanity’s greatest ills, then it is, by that measure, the most destructive power in the world.
Obviously we’re not talking about the kind of pride a mother feels for her child, or the pride you feel for your country, or the pride you experience when your team wins a big game. We’re discussing the kind of pride that keeps people blinded, stuck, and isolated.
The kind of pride that prevents them from experiencing lasting success. People have trouble reaching goals and pursuing dreams for one (or many) of the following pride-related reasons:
- They are too prideful to risk appearing “stupid.”
- Pride convinces them that they’ve already done enough—they experience a sense of entitlement.
- Their pride causes them to blame others (or their circumstances) for their lack of success.
- Prideful people buy into a scarcity mentality—“In order for me to succeed, you must fail.”
These are a handful of ways pride keeps people stuck where they are. But successful people know that doing the crazy thing—even if that means being humble enough to drop everything and begin again—is a winning formula for success. Click here to continue reading »”4 Ways To End Destructive Pride”
At one time or another, we’ve all had to deal with a customer service department whose response and actions left much to be desired. A recent experience my wife and I had with the customer service department for a major retailer also illustrated how a leader shows up in those moments can influence their employees’ perceptions of their roles and consequently, impact their organization’s ability to turn a problem into an opportunity to succeed.
For the last few weeks, my wife and I have been trying to get some after-sales support for a recliner sofa we bought recently. We took turns calling the customer support number listed on our invoice and each time, we got a voice message advising us to leave our contact information and someone would get back to us shortly.
After leaving several messages with no follow-up reply, my wife decided to change tactics by calling the sales department in order to try and reach someone who can help us with this problem. Her initiative paid off as the sales rep directed her call to one of the company’s front-line managers.
When my wife explained to this manager the numerous messages we’d left that were never returned, his first response was to claim that we were probably calling an old extension that was no longer in use.
After she pointed out how this was a recent purchase and that the voice message didn’t re-direct us to a new extension, the manager changed his answer to suggest that we’d encountered a ‘glitch in their system’ as the after-sales department manager was usually very prompt about returning calls.
At that point he took down our invoice number and contact information, telling us that he’d forward our case to the after-sales department and that someone would contact us shortly to resolve the issue.
As frustrating as this whole situation has been, the experience brought to mind the following four questions leaders should ask themselves to help shed light on how their employees view their roles within their organization, and the part leaders play in fostering the kind of behaviours necessary for organizations to succeed in today’s increasingly transparent and global market. Click here to continue reading »”Are Your Actions Setting Up Your Employees To Succeed?”