I found a great article in the Guardian online with information from the Kellogg School at Northwestern University. The article is all about how showing warmth to co-workers, employees, etc. is an important part of being a boss. This article led me to another article by Jack Zenger and Joseph Folkman entitled “I’m The Boss! Why Should I Care If You Like Me?” that was originally published in the Harvard Business Review.
The article reminds us that emotions are contagious. “If a leader is angry or frustrated, those feeling will spread to others. Conversely, if a leader is positive and optimistic, those emotions also spread.” Anyone can have an off day or two. Life is full of twists and turns, so being in a good mood at all times is not realistic. However, if customers and your employees see you usually in a bad mood, short tempered or generally not an easy person to be around, neither the customers nor the employees will stay with you. An ability to connect with others will bring positive results on all fronts.
Your integrity is also important. The article asked the question, “Do others trust you to keep your commitments and promises? Are others confident that you will be fair and do the right thing?” The interesting thing is while your company may be making exceptional products if customers do not believe that you can be trusted they may well choose to take their business somewhere else.
In addition to what your customers should expect, if you wish to keep your employees, ask the question, “How can I help them excel in their jobs and expand their skills?” The article suggests being a coach, a mentor, and teacher. Your employees will remember you because you helped them further their careers. I still remember when I was in my early twenties (quite a while ago) and first got into marketing. I worked for an older woman who said to me, “I will teach you everything I can and if you can do the job better than I can, it’s yours.” I have never forgotten that or her and have adopted the same outlook.
Think about what you are doing for your customers and employees. Sometimes we have to make decisions that are not going to be popular, though when you do try to look at them from the other person’s or people’s point of view. It may be very different from your own.
A tip of the glass from me to you!