The bagel store I visit on my way to work retains my business because of its location, and for little else.
You see, it’s right along my route to the office, there’s always ample parking in front, and I can usually get in and out in under three minutes. What it lacks is consistent high-quality performance in just about every other area. Some days, the bagels are quite fresh — with just the right amount of crunch on the outside and fluffy goodness on the inside. Other days, you can just tell you’re eating yesterday’s batch. Some days, the milk has been put on the counter and, other days, I have to pull it out of the refrigerator myself. Even the price varies from day to day, depending who’s working the register. Usually, the range is within $1, so I just laugh and go on my way.
If the three positives didn’t trump this lack of consistency, I would no longer be a customer. Just think about your favorite restaurant — I’m betting one of the things you love about it is that you always get a good meal, not matter when you go, no matter what you order.
I got to thinking about the importance of consistency this morning while consuming one of those aforementioned bagels whose best days were definitely behind it. I recalled a recent conversation I had with a good friend which got on the topic of his job, then, more specifically, his boss.
“You never know who you’re going to get with this guy — some says he’s super nice and some days he’s just a jerk. If he was going to be such a jerk sometimes, I’d rather he were a jerk all the time.”
Few would argue that most exceptional leaders consistently present a phlegmatic demeanor to both staff and superiors. I’m not a huge baseball fan (preferring football), but former New York Yankees manager Joe Torre comes to mind when the term unflappable is used.
Consistency and calmness are important because, when the ship is stuck and everyone is losing their heads, the only way to get it moving again is by following the cool and clear direction of the leader. If the leader is “losing it,” all is probably lost.
On a less dramatic level, my friend related being unable to sync, to bond, with his manager because his moods were unpredictable. When someone you need to work closely with strikes out from time to time, you learn to always stay just out of reach. If the need to survive your wraths keeps your employees at arm’s length, you’ll never get their best. And remember, an employee at arm’s length is that much closer to the door.
The HIT workforce shortage is one of the main issues you must grapple with during the next few years. If you’re not paying 50 percent above market wage, your ability to create a fulfilling and rewarding workplace is what will retain the people that make your shop function. While it’s key to have a vision of where the boat is going, it’s just as critical the hand on the wheel is a steady one. Remember, your staff must like their work and their pay … but they also have to like you. Consciously focus on bringing the same, positive demeanor to work every day and there’s a great chance they will.
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