Human Equation
Five suggestions for balancing the human equation.

Lagniappe
No winner for something extra service.

Randy Boek Founder & President ROUTE 2, Inc. 5400 Carillon Point Building 5000, 4th Floor Kirkland, Wa. 98033 425 359-8506 888 703-6076 randyb@route2results.com www.route2results.com

There are snapshots of reality obscured by the barrage of bad economic news. Every week I am talking with leaders who are taking on the future with a solid strategy and leadership teams focused on execution. Concerned? Absolutely! Taking care of business anyway? You bet. I believe they will navigate the challenges and emerge stronger, with a proud team that has accomplished something significant in spite of tough odds.

My friend Hank is a builder, manufacturer and entrepreneur. He's a smart guy, rugged individualist, a self-made man. He's the millionaire next door. He doesn't blow smoke or sell snake oil and never has. Each election cycle he quotes Isaac Asimov's belief that the means test for being granted the privilege of voting should be the ability to balance a quadratic equation.

Balancing tough equations seems to be a persistent activity for every leader. Numerical equations may be tangible and easier to understand than human ones. High performing leaders and companies pay attention to both. They know which ones are out of balance and make conscious decisions as to whether that's okay or not.

Sleepless nights resulting in job elimination are in the dance cards for too many leaders now. Those at all levels of the business that remain will likely end up with additional job responsibilities and a maybe a shaken trust in leadership, which throws the human equation out of balance for everyone. I hope you do not have to do this in your business yet I understand if you do.

Got to get better business results? It happens through people. Consider the human equation. Adjust where you need to. ...and whether you are employer or employee, remember Mick Jagger, "You can't always get what you want, but if you try you get what you need".

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Randy Boek
Founder & President
Route 2, Inc.
www.route2results.com

Philosophically this isn't quantum physics. Practically it is tough to do. You may be a leader with the resources of a multi-billion dollar global corporation or the owner of a start-up - it doesn't matter, even in the current economic upheaval it remains tough to get and keep talented people. There are five methodologies for balancing a quadratic equation. Here are five suggestions for balancing the human equation.

1. Money Matters. Money isn't the only medium of exchange in the employment equation but don't believe for a minute that it isn't important. Reality may cause adjustments. Appreciate the sacrifice, commit to the longer term.
2. Communicate - Communicate - Communicate. You've said it once. You're the boss. People should get it and act on it - now. Well, it doesn't quite work that way. In times of great change and ambiguity direction and messages change- sometimes on a dime. When people are overloaded and distracted more and better communication is essential to keeping people engaged and focused on results.
3. WIIFM. From the CEO to the clerk, everyone answers this question persistently and individually. Do you know how each individual you lead defines WIIFM (What's in it for me)? Does each person you lead clearly understand what the business and you expect of them? One size doesn't fit all and you don't have to control the corporate checkbook to make a positive impact here. Understanding and acting here can have a big impact when other aspects of the equation have to be out of balance due to business reality.
4. Commitment is a two way street. Know each team member and do your best to get them what they need in order to do their best for the business. As a leader you can create something bigger than self, something people are excited to be a part of, camaraderie, appreciation, recognition, opportunity, and professional growth. People hear what you say - maybe. People see your actions that impact them - always. Whether your actions demonstrate caring and commitment or not, people know you by what you do. Employee or employer, this is the truth.
5. Soft stuff is the hard stuff. We expect business results of all from CEO to the shop floor employee. Without growth, revenue and ultimate profitability all bets are off. Clearly understood expectations, competitive compensation, and a valid system of measuring performance are basic price of admission factors. High performing leaders also apply the perspective and soft skills necessary. They keep talented people engaged, focused, and working effectively with others, to serve customers with excellence. They expand the capability of people and insure that employees are doing their best for the business.

Leaders are accountable. Good economy or bad we still have to deliver results. We must do what we believe is best for the business and it may not always be what is best for individuals. In some cases it may simply not be possible to keep the employment equation in balance to the extent that the employment agreement must end. That is reality and I do not know any leaders who enjoy the painful process. Short of that we can be conscious of the equation and take steps to rebalance when one aspect of it must go out of balance.

Here are a few questions to ponder in the mirror:

1. In what ways is the quality of leadership in my business worthy of the talented high quality people that are essential to the success of the business?
2. What do my leadership team and I do consistently that builds a level of trust and loyalty so that employees will stay engaged and committed during challenging times?

In Cajun cooking lagniappe is a little something special or extra that makes a big difference. I rant about the general sad state of customer service and it is time that I balance the ranting by putting my money where my mouth is.

In the past month I have not gotten any "something extra" service from a business that has not already been recognized (my hardware store for life, The Snohomish Do-It Center is persistent but I just can't have the same winner every month).