Month September 2022

How to Lead and How Not to Lead – another post in that periodic series 

Steve Keating Leave a comment

As usual, let’s talk about the how not to lead first…

Leadership without integrity is an impossibility. So if your goal is to NOT be mistaken for a leader then don’t worry about saying one thing and doing another. Things change. You also have the right to change your mind any time you want to. For any reason you want to. It’s nobody’s business but your own. 

As someone in a leadership position you owe no one an explanation for saying one thing and doing another. If someone doesn’t like it that’s their problem, not yours. People who you are supposed to be leading should learn your word is worthless. They should just fall in line and go with the flow.  

Everybody knows that sometimes keeping your commitments is impossible and people need to be adaptable. Honoring commitments is so old fashioned that it’s hysterical anyone still expects it. People who expect you to actually lead need to get a clue! 

Trying to explain your decisions or thought process to the people you are supposed to be leading makes you look weak. It makes you look foolish. Worse yet, it makes you look like someone who might care about what your people think of you. 

Never forget, the people you boss around are the “little people” and there is no point in trying to explain your big thoughts to the likes of them. 

Of course, there is also the possibility that you actually DO want to lead. In that case you may want to do things a little differently. 

Things do indeed change and when they do you should be the first one to acknowledge it. You MUST alert people the instant you become aware of the change. Delaying only casts doubt on your credibility. You need to explain why the change is taking place and how it will affect your people. 

If you can’t honor your commitments, you need to apologize. That apology is not a sign of weakness. It is exactly the opposite. It is a sign of strength. It is a sign of your authenticity as a leader. You should also explain why you can’t honor that particular commitment and reaffirm the importance of your overall commitment to the people you lead. 

Failure to do any of that will result in a lack of respect and loyalty. It will also destroy your trust producing credibility. It erases your integrity. 

Authentic Leaders know that absent credibility, trust, and integrity, there can be no true followership. And without followers you are not a leader, no matter what your position and title says. 

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

The Space Opportunity 

Steve Keating 1 Comment

We all have a tremendous amount of power over our lives. That is true even for people who don’t believe it. People who do believe it, and use that power, are happier and often more successful. In fact, I’d say being happier is in itself a great success. 

One important area where that power exists is the space between something that happens to us and our response to it. The incredible author Viktor Frankl describes that power like this: Between stimulus and response there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom. 

Think about that. That power gives us the opportunity to grow from whatever it was that happened to us. That power can give us freedom over a set of circumstances that may well imprison other people who don’t realize that power exists.  

To make that power work for you the space between the stimulus and your response must be as large as possible. That means you should not react instantly to the stimulus. 

That stimulus could be anything from someone insulting you or causing you harm, either emotionally or physically. The key to growing from that situation is taking a few moments to collect your thoughts and not say or do something that you will regret. 

While our responses frequently happen in the moment the consequences of those responses can be long lasting. Some of those responses can even lead to permanent regret. People are frequently imprisoned by those regrets. If they had slowed down a bit to grow that space between the stimulus event and their response there may not have been any regrets to worry about. 

When you think of it like that you can see that Viktor Frankl is exactly right in his statement about the power that exists in that space. 

Creating space between a stimulus event and your response requires discipline. Discipline to “hold your fire” and not necessarily say or do the first thing that comes to mind. It requires the knowledge and understanding that not everything that happens to you, or around you, even requires a response from you. 

The space between what happens to you and how you respond gives you the opportunity to consider the consequences of the consequences of the consequences to any response you may have. It even gives you the opportunity to decide if any response is required. 

Highly successful people make use of those opportunities. That’s something to consider the next time you’re about to blurt out something you will later regret. 

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

Are Customers Liars?

Steve Keating Leave a comment

When I do Customer Service Workshops or Sales Training I often ask if any of the participants have been lied to by a customer. The response is often nearly unanimous. It’s a big yes!

So why do customers lie? Or a better question is, do they lie? 

In the technical sense of the word yes, customers do lie sometimes. They withhold truthful information. They “misrepresent” their situation. They sometimes exaggerate the seriousness of their problem. And yes, sometimes they intentionally tell a lie. 

So why would they do that? Why would anyone lie to a person who is trying to help them solve a problem? How can they expect to get help if they won’t be honest about the help they need?

The first part of that answer is simple. They don’t expect to get help in the first place. Many people don’t see a salesperson or customer service representative as someone who is there to help them. That’s likely because far too many people in those positions are not there to help them. They are there only to sell them something or deal with a problem as cost effectively as possible. 

Customers exaggerate the scope of their problems because they don’t trust the customer service representative to act with the urgency the customer wants and often needs. So they say things like this about their 3 year old product, “this thing hasn’t worked right since the day I bought it, it’s complete crap.” 

Now obviously it must have worked for some of those 3 years so why would the customer say that? Because they don’t think saying, “it’s been working great up until the last few days, now I can’t get it to do anything right,” will get them help. They believe their truthful and accurate description will get their problem “back burnered.” So they try to instill some urgency into the conversation. They likely believe they will be back burnered because that has been their experience in the past. 

Here’s what you need to know about customers who lie. They do NOT lie to people who they see as trustworthy. People who they sense are sincerely interested in helping them achieve their goals and solve their problems. 

As a salesperson or customer service person you must also know that because you’ve never lied to a customer that doesn’t mean your customer has never been lied to. Sales people, and to a lesser extent, customer service representatives, have a reputation for lying. Even if you’ve never lied that reputation precedes you. 

It’s beyond frustrating for the majority of sales and service people who are honest and have their customers best interests in mind. But it is what it is. Trust must be earned, even by the completely trustworthy. 

If you want to be trusted, in sales, service or life in general, then you must make certain that your words match your actions at all times. When you say you will do something you must do it, when you said you would do it. EVERY SINGLE TIME. 

If you’re in sales or service and you’re being lied to buy a customer you need to understand that you, or someone very close to you in your organization has earned that lie. They, or you, have earned that lie by not following through. Maybe by not honoring a commitment. Maybe by exaggerating, even a little bit. 

If you’re a professional you will not get upset or frustrated with a customer who is less than truthful with you. You’ll simply work harder to earn their trust so that you’ll be better able to help them in the future. 

Remember, the customer doesn’t really owe you the truth, you have to earn it!

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

What Are You Worried About?

Steve Keating 1 Comment

Is it just me or is there more to worry about these days than ever before? The list of world events and likely, events in your own country, to worry about seems to grow longer every day. Plus, we have our own stuff to worry about. Money, work, family, health, pets, cars, and of course, what’s for dinner. 

Some people seem to enjoy worrying. Or at least “helping” other people worry. They enjoy it so much that when they don’t have anything to worry about they make something up. 

Research shows that 40 million Americans are virtually paralyzed by worry and fear. They worry about everything. 

The same research shows that 40% of what people worry about, never happens. That number seems low to me but even at 40% it’s substantial. 30% of the things people worry about can’t be changed. And the saddest statistic of all is that 20% of our worries are focused on other people’s opinion of us. We worry about what other people think of us. Often people who are merely passing through our lives. What their opinion of us is doesn’t matter one bit and still, we worry. 

But 10% of our worries are legitimate. Health issues lead the way closely followed by financial concerns. In some parts of the world, like the United States for instance, it is issues with health that lead directly to the concern about money. 

So what can we do with those legitimate reasons to worry? 

We’ll likely never completely eliminate the worry but the worst thing we can do is only worry. 

Here’s a few proven effective suggestions from Dale Carnegie’s book, How to Stop Worrying and Start living. 

When facing trouble he says to, ask yourself, “What is the worst that can possibly happen?” Then prepare to accept the worst. Next, we should try to improve on the worst.

Following that suggestion will cause us to take some action or at least think more strategically about the situation. That’s way better than being paralyzed with worry. 

He also suggests that you remind yourself of the exorbitant price you can pay for worry in terms of your health. Worry often begets more worry and it quickly becomes a downward spiral. If we can keep busy and focus on the things we can control it will lessen our level of worry. 

We should never give a problem or situation more worry than it’s worth. Here is a basic technique for analyzing worry to help us avoid that trap. 

  1. Get all the facts.
  2. Weight all the facts — then come to a decision.
  3. Once a decision is reached, act!
  4. Write out and answer the following questions:
    What is the problem?
    What are the causes of the problem?
    What are the possible solutions?
    What is the best possible solution?

Again, those problem solving questions lead directly to action being taken to control the source of our worry. Often they lead us to determine there is no real cause for worry.

Worry is a part of life. The key to a happier and more successful life is to take charge of worry before it takes charge of you. Just remember, that’s a choice for your life that only you can make. 

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

Look Around

Steve Keating 5 Comments

Many years ago, I’ll bet at least 30 years, I was listening to a futurist speak. If you’re wondering what a futurist is they describe themselves as “being to the future what an historian is to the past.” I’m not sure I entirely agree with that description. A historian documents events that actually happened. It’s usually easy to determine if their documentation is accurate or not. 

A futurist studies current events and trends and then predicts what will happen in the future. They often say things like “in twenty years this will happen.” They get paid for saying those things and I’m betting their paycheck is completely spent before anyone has a clue about whether or not their vision of the future is even close to accurate. 

Anyway, this particular futurist said that by the year 2010 the greatest challenge humans would face is determining how to use all the free time that would be created by technology. He predicted great advances in all kinds of technology. Truth be told he was spot on about most of what he said. 

But the “free time” prediction was a huge swing and a miss. While much of the technology has no doubt been beneficial it has also greatly increased the speed at which we work and live. We now live in a world where “Minute Rice” takes way too long to prepare. We want instant results. 

The lines that used to separate our personal lives from our work lives are very blurry these days. A quick peek at our cell phones during dinner can pull us right back into work mode. If not physically at least mentally. 

Technology has done anything but bury us in free time. It has made us busier than ever. 

But has it made us more productive?

There are an endless list of apps labeled as “productivity apps” available today. I’ve got a bunch of them on my phone and iPad. But I’ve discovered one weakness to all of them. You have to use them for them to be effective. Actually, I can’t say that for sure either since I’ve never really used them but I’m taking the app developers at their word. 

There are also a ton of “automation” type apps. Apps that claim to do things for you, like turning off your lights, and starting your coffee maker before you’re even out of bed. Some of my favorite are the reminder apps. They are effective at reminding me of all the stuff I once thought it would be good to get done. 

There’s even a brand new app that helps you “reboot you age” and help you live as if you’re 50 years younger. I’d imagine that’s not recommended for people under 50?

But not one of those apps can help anyone who doesn’t want to be helped. Not one of those apps will have the influence on you that the people you spend your time with will.

So if you truly want to be more productive and successful then look around. Who are the people around you? Who are you listening to? Who are you allowing to put thoughts into your head? Who are you modeling yourself after? 

There are likely two main groups around you, those who promote your purpose and those who pervert your purpose. The first group helps you be more successful. The second group is, frankly, an anchor around your productivity. They are holding you back. Their influence robs you of both productive time and free time. 

The people in your life who pervert your purpose do so because they have not identified a purpose for their own life. The only way they can have “friends” is to hold them back at their level. 

If you want to achieve your full potential then you need to recognize which of the people you’re hanging around with are promoting your purpose and which ones are not. When you surround yourself with supportive individuals then your productivity explodes. You accomplish more in less time. You have a chance to become who and what you were born to be. 

I don’t know if technology will ever create more free time for us but this much I do know. When your productivity increases so does your free time. You will discover you can do more in less time. You’ll discover that you do in fact have time to spare. Time to do what you wish. Maybe even time for yourself. 

It would be nice if an app could one day do that for you. But for now it’s up to you and it begins by choosing the people you allow into your life more wisely. You are very much a compilation of the five people you spend the most time with. 

Choose those five people very very carefully. 

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

The Forgotten Part of Communication 

Steve Keating 2 Comments

Authentic Leaders know that they lead by example. Lesser leaders lead by example too, it’s just that they frequently don’t realize it. Both Authentic and lesser leaders know that effective communication is an essential tool of leadership. The difference is, Authentic Leaders talk with the people they lead and lesser leaders talk to the people they try to lead. 

Many leaders also often forget that communication is made up of three parts. Talking and listening are the first two parts. Authentic Leaders listen at least as much as they talk. Lesser Leaders usually talk a lot more than they listen. 

But it’s the third part of communication that is most often forgotten by both Authentic and Lesser Leaders. What separates the two groups is that Authentic Leaders forget the third leg of effective communication less than other leaders. 

The third leg of effective communication is action. As in, “walking your talk.” 

So let me ask you this. Do your actions match the words that come out of your mouth? Do you expect your people to do as you say? If you do, and your words and actions don’t match, you’ll have a very difficult time ever gaining the commitment of your people. That’s important because absent that commitment you will be unable to ever get your people to fully follow you. 

It is vital if you hope to effectively lead that you understand this basic fact of leadership. Your people will do what you do 10,000 times faster than they will do what you say. When you say something to the people you lead then you have completed part one of the communication process. When your people hear what you have said (Authentic Leaders by the way, verify with their people that what they said was what their people heard) then part two has been completed. That’s where many leaders stop. They forget about part three. 

After your people hear what you said they begin “listening” with their eyes. They want to see if what you said is what you do. They want to see if your actions match the actions you asked them to take. They what to see if the policies you just asked them to follow will also be followed by you. 

What they see after listening has much more impact than what they heard while listening. 

When there is a gap between what was heard and what was seen there will be a corresponding gap in the credibility of the leader. That gap separates a leader from the people they are trying to lead. That lack of credibility in one area causes gaps of credible in every area. 

That’s why it is so vital that anyone hoping to be an Authentic Leader realize that there are three parts to the communication process. The part most often forgotten may be the most important one. 

If you want to earn the right to Authentically Lead and the commitment of your people that comes with that right, then your words and actions much match. It’s as simple as that. It’s as challenging as that. 

If you have the discipline to match your words with actions then you have the discipline to change the lives of the people you lead in a very positive way. So before you say something have a plan for how you’ll “show” the same thing. 

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

A Big Challenge

Steve Keating 5 Comments

This is a little post with a big challenge. The challenge comes from one of Dale Carnegie’s first books. While not as well known as his all time best seller, “How to Win Friends and Influence People,” it is perhaps the book that has changed more lives than any other book he authored. 

The book is entitled, “How to Stop Worrying and Start Living.” The “challenge” is actually one of the principles from the book. The principle says “Forget your unhappiness by creating happiness for others.” 

One way to do that is to commit each day to do something kind for someone and not let them find out it was you who did it. 

A couple of points before I send you off on your challenge.

You must understand the basic difference between being nice and being kind. Being nice is easy, it requires no real effort on your part. Being nice includes things like saying thank you, please and your welcome. Think of being nice more like having good manners. 

Being kind on the other hand requires some effort on your part. It might be offering a ride to someone on your way to the store. It is especially kind if where they are going is not on your way. That’s very kind of you but it doesn’t meet the challenge requirements because they will obviously know you give them a ride. 

Here’s an example that would definitely meet the challenge. Let’s say someone has broken something that they have treasured for a long time. They can’t fix it themselves or they can’t afford to have it fixed. So you secretly have it repaired and put back in it’s place. 

Doing the kind thing by having it repaired on the sly doesn’t meet the challenge either. But you’ve at least met the first half of the challenge. Quietly putting it back in place and NEVER mentioning that you took care of it will complete the full challenge. 

It’s a challenge because it’s human nature to want to get “credit” for our good deeds. I do kind things for people but then I tend follow them around like a lost puppy until they notice the kindness. When they ask if I did that, I just smile. I didn’t tell them I did it but I’m always open to accepting their gratitude. 

It’s hard not to seek recognition for the good things we do. But when we are successful it is a great feeling. 

Like all things worth doing, being kind and not seeking recognition for it is easier said than done. But if you want to do something incredibly special for someone…and yourself, you’ll do it anyway. 

Now, get to it, there is a kindness waiting to be done.