Does Your Team Go the Extra Mile?

In the Bible, Jesus gives His followers a challenge with the following words.

“If anyone forces you to go one mile, go with him two miles.”

Two Mile Marker

I loves these words because they remind me of the power of going the extra mile in serving others. 

Yesterday, I wrote about former Ritz Carlton CEO Horst Schulze and the value he places on laying a proper foundation with new team members. 

During his orientation process one of the things Schulze emphasizes is this idea of extra mile service. It has led him to create extraordinary hotels around the world.

Schulze has hired great people, personally trained them, and then created space for them to go the extra mile.

In his words, “We are superior to the competition because we hire employees who work in an environment of belonging and purpose. That is my mantra. We foster a climate where the employee can deliver what the customer wants. You cannot deliver what the customer wants by controlling the employee. Employees who are controlled cannot respond caringly, you need superior knowledge and real leadership, not management. Because of this we specifically developed a selection process for leaders; we don’t hire managers.”

Creating room for his team members to love and care for guests has led to some pretty amazing “extra mile” service.

One example, according to Schulze, is a night bellman who went with a guest to the hospital (the guest had appendicitis) and stayed all night with him. Schulze says, “That’s who we are.”

As you look at your life and your team, is that who you are? Do you have an extra mile mindset?

If not, you are missing out on one of the most powerful leadership principles ever taught.

Leaders go the extra mile and coach their teams to do the same.

I encourage you to identify a need in your leadership world today and then double the effort that is required to meet that need.

If you will, someone is going to be blown away. And that someone might just be you.

Leadership Begins at Home,

Randy

When was the last time you saw someone go the extra mile in their service and what was the result?

Comment Below …

The Importance of the First Mile

For the past few days I have been chewing on the words of former Ritz Carlton CEO, Horst Schulze.

Having hired dozens of people myself, and helped train them, I am challenged by the former CEO’s view on the importance of the first mile.

Mile 1

Schulze says, “The first 40 hours are the most important of a persons career.”

Wow! What a sweeping statement.

What Schulze knows is those first few days are the best chance a leader will have to cast vision, set boundaries, clarify roles, and model core values. In fact, Schulze, who recently opened a another chain of luxury hotels, is so passionate about training and orientation, he leads the process by personally spending time with his newbies.

In an interview with Forbes, Shulze says, “the finest people in the world work in our hotels and I don’t let just somebody train them. When we open a hotel, I train them. I did that in 50 Ritz Carltons and I still do it. I do it because I love it, not because I have to.”

If you have plans to expand your team, maybe you should put your orientation process under the microscope and evaluate your personal involvement.

I encourage you to remember the following:

1. A new person is like a sponge. They soak up whatever is made available to them. If the leader is absent, they might learn from the wrong person and get the wrong idea about your leadership. Your reputation is on the line. Be present!

2. A new person is not just a learner. They also have fresh eyes and can give you much needed input from an outsiders perspective. Ask them what they see and then after they tell you what they think you want to hear, ask them what they really see. You might be surprised at what you can learn. Listen as much as you talk!

3. A new person needs to be connected. Coming in from the outside can be challenging when you don’t know the language, metaphors, stories, or people. As the leader you are best positioned to paint the picture and foster vital relationships. Be strategic!

It’s true … you have one chance to make a first impression. If the first 40 hours are the most important of a persons career, don’t leave the training to chance and hope they “get it” through osmosis.

Be intentionally present, open, and strategic, and you too can lay a foundation that will lead to lasting impact.

Leadership Begins at Home,

Randy

What other things does a team member need during the first 40 hours on the job?

Comment Below …

Have You Become Too Civilized?

Over the weekend, I ran across Rocky III on AMC, and I couldn’t resist. The movie is a leadership case study.

It begins with Rocky winning the Heavyweight Championship, leading to the spoils of victory. Namely, a life of luxury.

After several months on Easy Street, Rocky is challenged by #1 contender, Mr. T. (a.k.a. Clubber Lang). Before the fight Rocky makes a terrible assumption. He assumes greatness is a given based on the fact he was once great. WRONG!

Rocky’s trusty trainer, Mick, tries to warn him. His words are legendary. “The worst thing happened to you that could happen to any fighter. You got civilized.” 

Rocky agrees to the fight despite the warning from Mick and, predictably, Clubber knocks his block off.

Rocky

For leaders, just like fighters, the biggest threat to tomorrow’s result is yesterday’s success. If we are not careful, we can get sucked into the allure of achievement.

Lately, I’m asking myself if there are areas where I have become civilized. I encourage you to look in the mirror too.

Rocky eventually gained the title back. But it took a beating to make him hungry again. I hope the same isn’t required for us.

Please don’t go off and get yourself civilized. It is the worst thing that can happen to any leader.

Leadership Begins at Home,

Randy

What are some of the reasons a leader can lose his hunger to be great?

Comment Below …

Do You Have Any Cracks in Your Leadership?

A while back I went all home improvement and made a trip to a local hardware store. Let’s just say, I am not Mr. Fix It. But after three weeks of the spray nozzle on my kitchen sink leaking, I had had enough.

FaucetI actually debated replacing the entire sink. Thankfully, I thought better of it when I saw that the new faucets were several hundred dollars.

Plan B turned out to be much better. I asked a clerk for a plumbing expert and then waited on isle seven while one could be paged. After ten minutes of no one showing up, I started talking to myself, which is not unusual. A customer standing nearby detected my frustration. He asked me what I was doing.

I showed him the spray nozzle and told him about my leaky dilemma. He suggested I tighten the spring, put in a new washer, and purchase some plumbing tape to seal the threads. I followed his advice to a “t” and now my wife thinks I’m a plumber. It turns out all I needed was a little know-how and $1.37 worth of materials.

As a leader you should be aware that leadership leaks. It only takes a little crack in a system, an unfocused team member, or even a flaw in your own integrity for the leaking to begin. Just as water finds its way to the cracks, your vision will begin to leak if you don’t pay attention to the crevices in your leadership world.

If you are like me, I’m guessing you could use a little tightening up on some of your processes, a fresh perspective in some area of priority, or a renewed focus on your mission. What you probably don’t need is a brand new start.

Take it from a plumber – this week, if you will make a few necessary adjustments to your leadership cracks, your leaking might just go away.

Leadership Begins at Home,

Randy

What are some places where cracks tend to show up in a leader’s life?

Comment Below …

Is it Time for a Trip?

St. Augustine once said, “The World is a book, and those who do not travel read only a page.”

When is the last time you traveled and what is one thing you learned?

If it has been a while, maybe it is time for a trip.

Leadership Begins at Home,

Randy

Do you have upcoming travel plans?

Share one leadership lesson from your last trip . . .