Tag Care for People

Care for Your Customer

Steve Keating 1 Comment

I always enjoy watching marketing people, well good marketing people, talk about their products. They have a passion for them and if they are truly good at what they do it’s safe to say they actually love their products. It’s like their baby!

 

I’m especially interested in how they talk about their products to salespeople. They want the people selling their product to love it as much as they do. That’s where I’m pretty different from most marketers. 

 

I don’t want salespeople to love their products; I want them to love their customers. Don’t get me wrong, I want salespeople to believe in their products enough to represent them with integrity. I want them to understand the value those products bring to their customers. I need them to understand how their products solve a customer’s issue. I literally want salespeople to feel it’s an honor to sell their products to people who will benefit from them. 

 

But for long-term very successful salespeople it’s not the product they are most passionate about; it is their customers. More specifically, they are passionate about helping their customers. They care enough for their customers to help them identify their greatest areas of need. Then they work to figure out if they have a product or service that can address that need. 

 

Notice that I didn’t say that they care “about” their customer. Every business and salesperson cares about their customers. What I said was that long-term successful salespeople, and businesses for that matter, care “for” their customers. There is a big difference between caring about and caring for. 

 

Today Customer “Care”  has become something of a buzzword. Many Customer Service Departments are now called Customer “Care” departments. For many of those service departments the name was the only thing that changed. 

 

“Care” is much better as a verb. Some people use it as a noun but successful people, successful salespeople, successful leaders, and successful organizations use it as a verb. 

 

A verb, for those of you struggling to recall your days in English class, refers to an action. It will always be better to show people and customers that you care than it will be to tell them. I’m betting some of you are telling yourself right now that you care. I’ll bet some of you are reasonably sure other people know you care. I’ll also bet that many of you are hoping people, and your customers know you care. 


Don’t bet, don’t hope and don’t assume. Turn “Care” into a verb today and show someone, a loved one, a special co-worker or even a customer how much you truly care. It’s good business sense and it’s great people skills. So do it today!


Do You Know Your Leadership CF?

Steve Keating 4 Comments

The best leaders, well I don’t know if best is the right word but the most effective leaders, those who make a long-term positive difference, have a high CF. 

 

Their CF is on display daily. They are intentional in making sure as many people as possible see it. Their CF is not merely a veneer they paint on when in the presence others; their CF is a part of their DNA, it’s who they are, all day every day. 

 

Their CF, or Care Factor is genuine. They truly care for the people they lead, in fact they care for people in general. 

 

Can a leader be effective without caring for people? Well yes, they can… for a while. History is full of examples of leaders who didn’t care about people appearing to be effective. The key word there is “appearing.” They appeared to be successful leaders because in the short-term, compliance can be confused for commitment. 

 

People in leadership positions can force people to comply and that compliance can and often does result in short-term success. The problem with compliance is that it lasts only as long as the leader. When the leader is gone, whether it be for a long lunch, a weeks vacation or something even longer, the compliance goes with them. 

 

When someone in a leadership position has a high Care Factor then they have the opportunity to authentically lead. These leaders don’t need the compliance of their people because they earn their commitment. When a high CF leader is not present the commitment from their people continues whether the leader is there to see it or not. 

 

It’s important for a leader to know their CF, they must know it and be consciously aware of the need to grow it at every opportunity. But as important as it is for a leader to know their CF, it is vital that their followers know it. 

 

That’s why Authentic Leaders do more than say they care. They show it. They get to know their people on a personal level. It’s important to understand what I mean by “personal level.” It doesn’t necessarily mean you have a personal social type relationship with them. It does mean that you know more about them, way more, than their employee number. 

 

Leaders interested in showing they care invest time in their people. They learn about their goals, both personal and professional, and do what they can to help them achieve both. They understand the challenges of their people, again both personal and professional and do whatever they can to help in both areas. 

 

The definition of Authentic Leadership will likely be debated until the end of time but this much is certain. You can care about people without leading them but you cannot authentically lead them without caring for them. 


If you’re truly going to lead then you’ll need to care enough to do more than say you care. You must care enough to show it!

The Mistaken Leader

Steve Keating 5 Comments

Lots, in fact most, people newly promoted to a position of leadership make the huge mistake of believing that their new position actually makes them a leader. 

 

They are mistaken. 

 

Being promoted to a leadership position and given a fancy title does not make you a leader. No matter what position you hold or title you have you must earn the right to truly lead. Leading others requires at least some level of commitment from them and you cannot force commitment, you can only earn it.

 

Perhaps the fastest and certainly the best way to earn the right to lead is to consistently demonstrate that you care for the people you would lead. The best leaders proactively and intentionally show they care, they show that they understand that they lead human beings with goals, challenges and life circumstances just like every other human being. 

 

They don’t “take” the time to know their people, they don’t “make” the time, and they don’t “find” time to interact with their people. They “invest” time with their people so that they truly know them and that “invest in people” mindset makes all the difference in the world. 

 

When a person in a leadership position sees their people as an investment it changes how they relate to them in every situation. If you as a leader feel forced to “spend” time on your people that too will affect how you relate to them and they will feel as if they are an expense and not an investment. That’s not a feeling that leads to commitment. 


Don’t be a mistaken leader. Regardless of your role, title or position work hard to earn the trust and respect of your people on a daily basis. There really is no other way to authentically lead.

How to Build People

Steve Keating 1 Comment

Leadership is about people, and people only.

You manage things; budgets, inventories, and plans but you lead people. The ultimate goal of leading people should be building them and helping them succeed.

One of the biggest obstacles to building people is time. People development requires time, and most people in leadership positions are incredibly busy people. The speed of business is increasing by the day and with that speed comes a bushel of urgent tasks. The problem is, urgent things are very often not the most important thing you can be doing. They also are frequently not the most productive thing you could be doing.

In my perhaps not so humble opinion building people is one of the most productive actions a leader can take. But for too many leaders the urgent stuff gets in the way. It’s called the tyranny of the urgent. It prevents well intentioned leaders from doing the important things that offer a high return on their time investment.

If you’re a leader who sees developing your people as an expense of your time then you likely won’t take or find the time required to build them. However, if you see developing your people as an investment, an investment of your time, then you are likely to find or make the time required to build them.

So how exactly do you invest this time you’ve worked so hard to find?

Well, you invest it in getting to know you’re people, in understanding their motivations and how you can help them stay engaged. You invest time to show them how much you care. You invest time to demonstrate to your people how they make a difference. 

Some leaders say their people are their most important asset, successful leaders don’t waste time saying…. they use their time showing.

Showing your people that they are worth your time is the fastest and most effective way to build your people. Don’t be a “say” leader, be a “show” leader and start building your people today.

Why Nobody Cares

Steve Keating 12 Comments

Wondering why your people don’t care? Well, your people don’t care because you don’t care for your people. 

This will be a short post, which is probably good because there are likely to be a whole bunch of people who won’t like it.

Perhaps cause the truth hurts? 

You call yourself a leader? Then you must care first. 

As a leader you cannot expect your people to do anything first, especially care. When your people know, with very little doubt, that you truly care about them then they will feel it is safe to care about you. 

If your people can’t trust you, if they don’t see you as honest and credible, then they CAN’T trust you. It’s virtually humanly impossible to truly care about someone you believe does not have your interests in mind. 

If you’re trying to get your people to care, about their job, the company and especially your customers then you had better be prepared to demonstrate that you care first. Until they can care about you it will be pretty difficult for them to care about much of anything. 

You can tell them to care, you can even try ordering them to care but you should know that people buy into the leader before they buy into their leadership. If they can’t buy into you why would they buy into anything you want them to do.

Stop waiting for your people to care, start SHOWING that you understand that they are people, people with the same needs, challenges and emotions that you have. When you SHOW that you care you will no longer have to wonder why your people don’t.

It’s called follow the leader for a reason, YOU go first!