Having a Fit
He was a superstar. A tall, dark-eyed, voice of thunder, leader of leaders…or so he appeared. He could be the new pastor of our church, but we better act quickly before a larger congregation scooped him up. The vote was expeditious and unanimous. Every deacon, elder, leading woman and child, of hand-raising age, were in one accord. The small church of my childhood got the perfect leader. About two years later the congregation split and so did the superstar.
There is nothing that will deeply damage an organization’s effectiveness faster than hiring a key leader who is not a fit. It is easy to see how some country church folks could be taken in, but it is amazing how often a similar scenario plays out with some of the smartest business teams in the world. Research by PWC and Saratoga Institute affirms that the average tenure of 60% of newly hired executives across a wide range of industries is two to three years.
Act Sooner
Whether in a non-profit or publicly traded organization, within the first six months most people intuitively know when a key leader is not a fit. Instead of admitting the error and quickly correcting that error, most of us placate the misfit manager hoping he or she will see the light. This seldom happens. An HR officer I know has a mantra about such a challenge as this, he says, “It is easier to change people than change people.” In a small organization change most often means outplacement. In a larger company a well-designed transfer to a new role can sometimes be a win for everyone. The point is, do something sooner than later. The longer we put off the inevitable, the more time it will take to recover and rebuild what is left of our team.
Act Slower
As important as it is to act quickly to correct a bad decision, it is better to avoid the mistake altogether. By slowing down the selection process, the emotional pull to close the deal is lessened and a wiser decision can be made. There is no magic formula, but I believe there are three areas every hiring team needs to carefully confirm when selecting the right person for key leader role:
1.Skills – Intellectual and technical capabilities that match the position profile
2.Motivation – Passion for the organization’s mission and a keen interest in the management skills inherit in the role
3.Fit – Balance of humility and confidence that facilitates effective personal conversations about difficult issues and energizes a team toward a shared vision or noble cause
The majority of bad hires excel in #1 and #2…so much so that #3 is rarely discussed until the deal in done. “She is so smart, it will be easy for her to get the people leading part ” is the hopeful chorus that an astray hiring team will sing aloud to support their erred decision. This refrain soon becomes a hum.
Journal Entry: A perfect leadership fit seldom happens in a business, a civic group or even a family. The ideal is picking the right person and having a team that is sincerely committed to helping her or him make their best contribution. This has been and will always be the formula for having a fit in leadership and life.
It is not good to have zeal without knowledge or to be hasty and miss the way. – Proverbs 19:2
You’re only young once, but you can be immature forever
r. – Unknown
True humility is not thinking less of yourself; it is thinking of yourself less. – C.S. Lewis
It doesn’t matter how beautiful your theory is, it doesn’t matter how smart you are. If it doesn’t agree with experiment, it’s wrong. – Richard P. Feynman
To succeed in life, you need two things: ignorance and confidence. – Mark Twain
Retention – Who Will Go First?
Family Matters
A mid -size family business, run by a father and his two sons, was having trouble retaining their part-time employees. We met for a compression planning session to get a solution to this problem. As we began the session, a few questions came to mind. “What’s an example of a company that’s world-class at retaining part -time employees?” I asked.
They thought together for a bit and agreed that “Chik-fil-A” was a good example of a company great at employee retention. “Why do you think “Chik-fil-A” is so effective?” The two sons started rattling off reasons, “good pay, great benefits, flexible schedules–” Their father added, “They really care for their employees…in fact I think you could say that they love them.” Everyone nodded in agreement. The practical positives of pay, benefits, and scheduling were helpful, even essential in some cases…but not central.
I pinned a index card on my storyboard, labeled “Ways to show our employees that we care for them” , and asked for their ideas. They generated 10 ideas in just a few minutes. Then they selected their top three actionable ideas, balancing cost and importance, and created a plan around each of them. The family team was fired up and ready to roll out these simple strategies. “There is one step you need to take before you’ll get the results you want from your staff, ” I said. They listened eagerly. “For the next 90 days, you need to practice applying these three principles to each other.” They stared at me, then back at one another.
Too Many Keys
What is the key to retaining employees? Hundreds of surveys and books have attempted to answer this costly problem. In the end everyone winds up with the same top five or six keys: challenging work, appreciation from the boss, more money, life-work balance, healthy peer relationships and purposeful career paths. That seems like a fragile list of interdependent items as it is, but to complicate matters even more, is one more important than another? And for which generation? Gen X, Gen Y, Baby Boomers, etc? Sounds like a prime opportunity for a consultant to develop a retention matrix and solve this thing.
Relax, I don’t have a matrix, but I do have one more story. Between these two stories, it’s possible that we’ll find a central key to employee retention that spans all generations and methodology fads.
Turning Things Around
A few years ago I recognized a key retention principle. I was working with a newly hired commercial real estate executive. We’ll call the executive “Joe”. Joe was recruited from a competitor and was assigned to turn around a failing division. This division was entrenched in a classic “culture of fear” as described in Tom Demarco’s book, Slack – Getting Past Burnout, Busywork And the Myth of Total Efficiency:
Characteristics of a Culture of Fear
Motivation by fear never works in the long run, and it had been a very long run in a culture of fear for this struggling team that Joe had inherited. However, in just 9 months Joe orchestrated a 180-degree turn-around. The department improved to the point of having the lowest turnover and highest internal customer satisfaction rating in the company! This change endured. Two years later this division was listed as a key strength on the company’s strategic plan (instead of a glaring weakness) and still maintains one of the highest employee retention rates in the industry.
Vision and Appreciation
How did this happen? Little did Joe’s team members know that when he took over the department, his professional career and personal spirit was in the proverbial ditch, right alongside theirs. He had just resigned from a “Culture of Fear” organization himself. So, before he threw himself into creating innovative plans to fix his new team, he chose first to yield himself to healing and change. He renewed his life and career plan, which effectively restored his personal and professional vision. In the process, he grasped a guiding principle that served to support his leadership success in retaining and growing people forever: “it’s much easier to lead people up a new road if you have walked that road as well.”
To evaluate his progress, Joe requested some formal feedback from his all employees. He received a lengthy report from HR. As he began to go through the many pages of his report, he noted high marks on the objective scoring portion. He was pleased. Then he turned to the “Additional Comments” section. There it was. His unrealized strategy for retention in nine simple words: “Joe, thank you for giving us our lives back.”
Joe was humbled, overwhelmed and realized all the more clearly that his sincere care and visionary leadership (fueled by personal insight) had enabled this departmental change, and inspired those heartfelt words. The family business team of the first story had a similar opportunity to embrace these relational principles, as do you and I. It may be worth a try.
Working Journal Entry: Love or Fear – which will you choose to help you hold on to the people you value in your leadership and your life? Who will go first?