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Business Rule #16:
Relationships Yield Results
February 4, 2005
by Marlene Caroselli
All right, I admit it. I didn't originate the idea of results depending upon relationships. It belongs to the former CEO of Ford Motor Company, Don Petersen. I endorse it though—all the way. If you can't get along with others, what good is a degree? What good are street smarts? What good is being good at what you do?
Last week, I watched Brian McDowell as he dug a hole deep enough to bury himself. With every interaction, he came closer and closer to the edge of his own grave. Finally, he dove in headfirst, crushing his skull on impact, when he proclaimed to Donald Trump that he should be fired. Danny Kastner, on the other hand, continued to develop the relationships on which results depend...with his teammates, The Donald, and his customers. I'd even wager that the motel evaluations were as high as they were because of the impromptu party on the veranda. It gave Magna the edge they needed and also gave everyone the chance to relax after a tension-filled day. Street Smarts, on the other hand, had no party and ripped each other to shreds at every turn. I still can’t get all the yelling out of my head. All of their infighting killed their chances of winning.
This week, it was fascinating to watch as Magna unraveled. I must say that I wasn’t surprised at all when Verna Felton quit. What did surprise me though were all the caveman threats that Michael Tarshi hurled at Danny. To say nothing of Michael’s obsession with women, women, women as a marketing strategy. Yet another problem: Danny's indecisiveness…leading the team to lead him. In the end, of course, the Magna team couldn’t get along and they lost because of it. No relationships. No results.
Now the project manager for Net Worth, Angie McKnight, spoke of passion. She thanked her team. She expressed her pride in them. She reached team nirvana, a state in which "everyone was smiling and having fun." So how do you do that? How do you get along with so many different personalities? How do you manage seven other people, all vying for the same job? What do you do when someone makes fun of your polyester suit?
Based on what we saw this week, here's what I recommend:
1) Think of the big picture. The big picture includes more than just yourself. Success is not a self-portrait; it's a team photo. Remind yourself constantly that you make yourself look good by making others look good. That's what Angie did. She listened. She praised. She got results.
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2) Be decisive, without apology. If conflict arises over a decision you've made, remind your team that you’re the leader. You are the one ultimately responsible. You will stand firm, no matter how much they question you.
Want a real-world example of a unified team? Try BCC Software in Rochester, New York. Their mission statement ends with these four little words: "How can I help?" And they mean it. Here’s how they help their vendors. Yep, that’s right. Their vendors. People who cost them money, not people who bring it in. Enter the front door and you'll see a personalized "Welcome” sign in the lobby. Go to the meeting room, and you'll have three people along the way pointing out where the restroom is or offering to get you a cup of coffee. Mention that you don't like driving in the winter, and someone will offer to pick you up and take you to the next meeting.
Now that's customer service. They even do it for people like me, people who are not customers. Such treatment is also an attitude—an attitude designed to build relationships that lead to success. I've found parallels between introspection and success. You probably have too. So take a minute out of your busy day to ask yourself a few simple questions. Discuss your answers with someone you respect.
1) How many unsolicited letters or e-mails do you get a year, commending your performance?
2) Do your best client relationships yield the best return on your investments of time and energy?
3) Do you compare yourself with others? If so, do you like what you see?
And, of course, don't forget to ask yourself the $64,000 question: "What kind of results are you getting from your relationships?"
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Success is not a self-portrait; it's a team photo.
