Excellence is something so many business owners and leaders automatically expect from their team, but does the team know what excellence looks like in the first place?
What makes us think that people have been taught how to be excellent?
When you’re not spending time with your team, showing them what excellence looks like and teaching them about excellence, then they’re going to do the best that they know how.
Where did they learn their level of excellence? From those that came before them (insert parents, friends, teachers, former leaders, etc.). They bring their concept of excellence to your organization and if you want more than that, then be sure to check what you expect.
To have excellence in your business you have to:
- Create a culture of excellence by teaching excellence.
- Point out & recognize excellence on a regular basis.
- Jump on things when they’re not excellent.
Jumping on problems does not mean taking peoples heads off. Instead, show them what’s wrong, explain it, and let them understand why it’s wrong while treating them with dignity.
If you can do this, your team will start having buy-in, as well as taking ownership. Which, in turn, will lead to your team taking care of your customer better, and your internal customer. When that happens, excellence shows up.
Start this week by pointing out where you’ve seen excellence in the building. People do what they are rewarded for and they will repeat what’s rewarded – find something! Point out where a team or a person has been excellent and spend time explaining why that’s so important. Do it from a, “Hey, if we continue to do this, we continue to take care of each other” approach. Think crusade mentality.
Then, put a process in place so people have the ability to point out how other team members are being excellent. Let your team brag on each other. Make sure that you’re continuing to share this message with everyone. If you will do this, people will go out of their way to be excellent.
Also, point out what bad excellence (can I even say that?) or a lack of excellence looks like. Don’t call out individuals specifically at your meetings (do that one-on-one and with care) but take time to point out how you’ve seen another company provide bad service and how it impacted you.
Excellence can’t be demanded but instead created. It’s part of your culture, and again, culture is actions and attitudes. When you create excellence in your culture, when you focus on what it takes to teach people, train people, and be an example, your team will be excellent.