MOM stands for Mindset, Opportunity and Map. Today, let's break down Mindset as it pertains to how you welcome people into your business.
My goal is to never hurt a business or organizations. So, I'm not going to go into great detail about my three bad examples. Just know in the past three weeks, I have personally experienced three great examples of terrible welcomes into businesses.
My three examples are small town, a little bigger town, and a metro area. One was a national franchise while the other two were mom and pops. Two were retail, one was a restaurant.
The fact that they happened to me personally doesn't matter. I expressed my concern to the people at all three stores. I'm not writing to get even or clear the air, I'm writing to help you avoid this in your business.
So what happened?
There was no welcome.
In the retail situation the first words were counting my change back. In the restaurant after standing by "Please wait to be seated sign" for a few minutes and having two wait staff make eye contact and not say anything, I took action when the third person looked at us and turned away, I explained where we were going to sit.
Again, this is not about me getting my feelings hurt; my focus here is to help people build their business.
So, when I have brought up opportunities for improvement to business owners in the past, I have occasionally heard "Have you ever owned a business? It's tough having employees!"
With that said, the question doesn't matter. You decided to own a business. You decided to hire employees. If you want to grow your business, learn to lead your employees.
You might also say....."It's tough finding people who want to work."
Chick-fil-A is doing it. Other great businesses are doing it.
You need to do it.
Here are three suggestions.
1. Stop whining about being a business owner. You made the decision to own your business. That decision comes with opportunity and struggles. If the struggles are too much, sell.
The moment you become focused on how tough or difficult it is, you lose. Every problem you have with employees is a you problem. That's not fair, but it is accurate.
- You are the owner, you whine -- your team whines.
- You are the owner, if you are full of drama -- your team will be too.
- You are the owner, they will follow what you do, not what you say.
How you deal with those problems will determine your success.
2. Check your policies and procedures. In the restaurant example, no one was welcoming people. There was a culture problem. Culture problems are leadership problems.
- Are you constantly reinforcing the policies and procedures to your team?
- Are you training to those policies and procedures?
- Are you positively reinforcing when those polices and procedures are met?
3. Stay focused on your mission. Silver Dollar City's tag line of their mission statement is "Create Memories Worth Repeating."
I've never worked directly for Silver Dollar City but I've been around some really cool events there. That culture is amazing.
When you stay focused on your mission, customers don't become an interruption. When you stay focused on your mission, you stop worrying about saving pennies while losing dollars.
I respect business owners and leaders. I'm not perfect and there are no perfect businesses. There are some great examples of amazing businesses.
However, some are blind to just how bad they are doing and how it is a leadership and ownership problem. Sorry, you can't blame it on the people that you bring into your organization; you are the one who hired them.
Here's to a great week!