Have the simple pleasantries become a thing of the past?

How many times did you say "Please" and "Thank you" yesterday? Only when you felt it was deserved or every time you interacted with others? Have the simple pleasantries become a thing of the past?

As our society becomes more and more self-absorbed, we find less and less need to extend simple courtesies to one another. If we can't get the store clerk, waiter or ticket attendant to thank us for our business, we certainly can't expect a "Thanks" for opening a door, letting someone ahead in line or returning a dropped article to its owner.

Considering "Please" and "Thank you" were among some of the first words we were taught as a child, perhaps we should all go back to those days. The days when we said those two phrases all of the time because it was considered good manners - it was the right way to treat another.

Have the simple pleasantries become a thing of the past? Not if you start doing them again, with every memo or note that you write, every task or chore you assign and every customer you service. Yes, you can start today making a thing of the past come alive in the future.

Simple is easy. And easy always seems to get done.

This month our company, The Raven Group, Inc. celebrates 13 years in business. We are proud to have sustained the past couple of years and are finally seeing a light at the end of the tunnel. So, I thought it would be timely to write about how we did it.

Yet, many of my readers are not business owners. My following is also comprised of executives, department heads, managers and individual contributors. As I thought about the course of action we followed to endure, I realized it applies to everyone.

Whether you are working at keeping your doors open, avoiding reductions in force or worrying about being laid off, these 5 simple, easy tips may be just what you are looking for.

1. Always have options
Keep changing and don't get stagnate
Create opportunities

2. Remedy poor performance

Work constantly at self-improvement
Decide early to release substandard performers

3. Have little and big goals in mind
Strive for something everyday
Focus on just one or two long-term goals

4. Remember time flies
Don’t delay making tough decisions
Make choices and follow through on them

5. Celebrate often
Recognize the smallest of wins

Show your appreciation

These five simple tips have kept our company and our sanity as business owners on course since 1998. They also play a big part of how we lead our personal lives as well.

They are simple.

But simple is easy. And easy always seems to get done.

Are you a Servant Centric Leader?

I am in the process of defining what it takes to be a really great leader. As I work through it, I have narrowed it down to 6 blended types of leadership; one of them being The Servant Centric Leader.

This individual focuses on being of service to others. People drive their interest. They like to please, gain great satisfaction from building relationships, and enjoy working in a team-based environment.

The benefit to this leadership style is their understanding of how to get things done through others. They are instinctively in tune with how people think and feel. The Servant Centric Leader not only comprehends the needs of their employees, but they have a good handle on customer requirements as well. This leader draws a big following, is dedicated to aiding others and well-liked.

Yet, as in my previous blog about The Solution Based Leader, The Servant Centric Leader has its challenges. Too often they let their desire to please get in the way of making tough calls. They find difficulty making sound business decisions that may encompass cutting back on benefits, shrinking expenses, and even downsizing.

Entrepreneurs that fit this leadership style may have suffered the past few years because of their struggle between declining sales and tightening spending. They often held off on making hard-hitting choices until it was too late. The internal struggle The Servant Centric Leader faces can sometimes be paralyzing.

As I move forward in my studies of great leadership, I am finding that one needs to play many roles to meet the call for greatness. I have named them The Kaleidoscope Leader: where their success is based on the success of others. They rely on a multi-faceted approach to leading others blending various techniques to reach personal victory.

The traits of The Service Centric Leader are absolutely necessary in this quest for triumph. Yet, as with anything, excessive behavior – even when it is centered on serving others - can also be damaging.

Keep your leadership in check and be mindful that you need to blend many skills and talents to be great.

Great problem solvers = great leaders? Not always…

One of the things successful Entrepreneurs and Corporate Executives have in common is their ability to produce results. They are problem solvers, goal oriented and bottom line driven. Give them a difficult situation and within a matter of minutes they will offer a solution.

I call these individuals Solution Based Leaders.

I like these people. They are competitive and driven. Once they focus on a target, they just keep moving forward until they reach victory. They keep their eye on the ball.

Yet as good as they sound, they have a problem. And it’s a big one.

They believe, consciously or subconsciously, they are the only one that can solve anything. They’ve lived their life counting on their personal productivity and find relying on others difficult. They feel they have the right answers – the understanding of exactly what path to follow when achieving goals. They rule others by giving direction, doweling out orders and prefer to be in control.

As a Sole Proprietor or a new Supervisor, Solutions Based Leadership is a must. It is a necessary practice and the first step to achievement.

The problem appears when the Entrepreneur starts hiring employees and the Supervisor moves up the ladder.

Throughout this growing period the Solutions Based Leader needs to move toward Servant Based Leadership in order to sustain success. They must learn the only way they can continue on their path to victory is now through the accomplishments of their staff. It is a change from having all of the answers to letting others find the way. It is done through trust, delegation and letting go.

Without this paradigm shift in leadership the Entrepreneur’s business will fail and the Corporate Executive will be demoted or lose their job.

I guarantee it.

Catch my next blog where I will explain the role of the Servant Based Leader.

By Leadership Expert Trudy Jean Evans - TrudyEvans@TheRavenGroupInc.com

“ok…in a few”

My husband was recently communicating via email with a banking representative. In his email he requested some information be sent to him. The individual responded: “ok...in a few”. Subsequent communication from this same banker was: “here u go”, “I got u scheduled”, “give u a call 2mrw”.

This was all done through emails – not smart phone texts. Which brings me to my question: What is protocol for emails versus texting?

I feel that if I am emailing someone I spell things out: “you vs u”, “tomorrow vs 2mrw”, “okay vs k”. However, if I am texting, I will abbreviate. Having said that, I am starting to wonder what is the “right” way to communicate.

It seems the younger someone is, the greater the tendency to type in code. So, should we just accept that fact and standardize this new form of shorthand? With lol, idk, and btw becoming main stream abbreviations, is it time to accept this shortened method of communication? Is it no different than, FYI?

While writing this I decided to consult with my good friend, Google. I searched “text abbreviations list” and found a list of 2000 abbreviations! I learned new ones: YOYO – you’re on your own, G2G – got to go, IIWM – if it were me, and many I wouldn’t say much less text.

The more I think about it the more I go back to the original intention of this blog. Just how confident should my husband feel dealing with a banker who talks in code? How credible will my clients feel about me if I resort to encryption?

I think I will stick with abbreviating when texting and communicate in complete sentences while emailing.

What do you think?

Cell Phone Protocol

Just how many cell phones are out there? The most recent statistics I could find are from a survey conducted in May, 2010 by CTIA, the International Association for the Wireless Telecommunication Industry. It stated that 91% of Americans use cell phones. That same year CBS News reported 4.6 billion users Worldwide. Considering this tool as our main means of communication I feel it is time to discuss cell phone protocol.

I will begin with ring tones. Have you ever thought what your selection choice says about you? By now we have heard phone devices alert us with songs, chimes, bird calls, drums, sirens and so on. What’s my point? Just remember the impression you give when your phone goes off in a meeting playing the theme song from The Lion King, Kanye West’ latest hit or an oldie but goodie from Madonna.

Next, shall we tackle voice messages? Keep them short; to the point and, for goodness sakes, speak clearly! You don’t need to open with “Hi, how are you?” because no one will be there to answer the question. If it isn't concise it will be deleted. And, make sure you repeat the phone number if it is different than the one appearing on the phone. By saying it slowly, you give us a chance to actually write it down.

Lastly, let’s debate “The Missed Call”. When I see a missed call, I think someone tried to reach me and changed their mind or accidentally dialed my number. When my 23 year old daughter, Emma, sees one, she calls the person back. She feels it takes place of a voice message. Let’s all get on the same page…a missed call is just that and requires no action. A voice message on the other hand is the signal that someone wants you for a reason.

What are your thoughts on Cell Phone protocol?

Who do you talk to about your business?

Recently I spoke with a group of small business owners, managers and legal/accounting professionals. Knowing it can be lonely at the top, whether you are surrounded by employees or a sole practitioner, I asked them “Who do you talk to about your business?”

I inquired as to who challenges their thinking, offers a different point of view or engages in a strategic discussion. As with many leaders, they had very few people to pick from and many had no one. This is why these success driven individuals would benefit greatly from an executive/business coach.

The decision to hire a coach should be based on measurable results, even if they are often focused on developing soft skills. To maximize your coaching experience, here are 3 key areas and questions your coach can help you answer.

1. Increase sales – grow the business
a) Who is your best source of income? Do you focus on the business that brings you the most revenue or spend too much time concentrating on” low hanging fruit”?

b) Are you happy with your closing ratio? Do you examine why you lose deals or customers walk out without buying?

c) Are you charging what you are worth? Do you shop your competition and sell value versus price?

2. Maximize productivity – time management
a) How do you spend your day? What distractions throw you off course i.e. does the sound of an email arriving or phone ringing always take precedent?

b) Who controls you? Do you know the advantage of sometimes saying, “No.”?

c) Can you delegate more? Do you know how to assign tasks to people that don’t report to you or even work for you?

3. Establish a professional presence - enhance your communication style
a) How influential are you? Are you considered approachable and believable?

b) Is your appearance in alignment with your value? Do your clothes, work area and vehicle speak favorably for the type of work you do?

c) Are you self-aware and do you self-regulate? How mindful are you of your strengths/short comings and what are you doing about them?

If you don’t have or like your answers, hire a business coach, print these questions and get started on what could lead to a lifetime of success. You will find over time the extraordinary value this synergistic relationship will bring to your business and your life.