Delegate for the Right Reasons

Do you delegate?

Many leaders struggle with delegation. Some don't delegate enough because they worry that the work will not be done to their satisfaction. That's a case for developing both the leader and the people the leader could delegate to. It can be overcome.

Some leaders struggle with delegation by only delegating work they'd NEVER do -- mundane, routine, or nasty tasks that the person getting the work doesn't want either, they simply have no choice. That is no way to endear yourself to your team.

We do need to delegate though. And sometimes the work that we delegate is routine but simply needs to be done. During the time that I worked there, my team leader at Whole Foods once told me, "we don't pay supervisors to wash the dishes." She did go on to say that handling the dishes for 15 minutes set a good example, but washing them the whole shift simply kept the supervisor from leading.

A more powerful form of delegation is done for developmental of the team. When you share meaningful, growth-focused strategic tasks (along with the more tactical ones) your team develops new skills. It also develops more shared leadership. It's good for the team.

Go ahead and delegate. Delegate tasks that need to get done that maybe don't match your pay scale. But, and this is important, consider also delegating tasks AT your pay scale -- the things that you even enjoy doing. They'll get done, you'll have more time for doing tasks at the NEXT level, and your team members will grow.

We don't delegate to make OUR jobs better -- we delegate to make others' jobs better.

Do that, and watch your team grow.

-- doug smith

Back when I worked for Whole Foods

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The Goal Sequence

Every goal leads to another goal. If you've achieved your goal, the next goal gives you increased opportunity to grow. If you've missed your goal, the next goal gives you a chance to learn and correct. Nobody achieves all of their goals but every goal gives you something. Get that goal done and see what great goal comes next. -- doug smith

A Winning Game

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point. What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith

Go Get It

It might seem that all you need to achieve that goal is a little help. A bit of a boost. Someone to provide feedback and encouragement. You're right. If all you need is a little help to achieve your goal, then definitely go get that help. The person who could help you really does want to help you. -- doug smith

Enthusiastic Support

You can achieve many great goals on your own. Getting help from others will increase your successes. Why would anyone help you? Maybe if they owe you a favor, but much more likely it's when your goal ignites something in them. Lights up their enthusiasm. Makes them more motivated. A poorly written goals is easily ignored. A great goal, one that is clear, gains interest and support. Write a great goal and see what it attracts. Great goals gather enthusiastic support. -- doug smith

Win Some More

Everybody likes to win. Can we win when it's not even a competition? Sure we can. When we can will without requiring that someone else lose, the win is magnified. Celebrated. Treasured. Try saying the words "you win" and see how it changes the outcome so that you win, too. It's not surrender -- it's collaboration. -- doug smith

Seriously

If you take your goals seriously they will take you where you need to go. -- doug smith

Early Is Great

When is the best time to achieve a goal? Achieving a goal on time, on the deadline, is great. What's even better? Achieving a goal early. It's the surest way to achieve it at all. Early is great, so you're never late. -- doug smith

Time and Feelings

Using time productively is of course important. Managing work and activities, reducing wasted time, optimizing performance, these all matter. And you know what else matters? How you feel about it. The time is yours. Even when other people make decisions about your time, your approach to what you do is always up to you. It's not just what you do with your time that matters, it's also how you feel about what you do with your time. What's your answer? -- doug smith

Better Representation

The best customer service comes from products and services that work flawlessly and do not require heroics from the customer OR the service rep. -- doug smith

The Games We Play

Last week I had some fun, with two different classes, in an activity to re-invent games with no losers. The only other condition was that each game also had to be fun. As it turns out, competition is not necessary in order to have fun. The creativity won the day as games developed without any losers. Imagine that. Playing a game without disappointment. Playing a game of cooperation, of collaboration, of mutually beneficial outcomes. It's possible. It's fun. And, there are no side-effects. The games we play form us in ways we may not expect. If we can invent more games, more situations, more relationships where everybody wins imagine what a world that would be. -- doug smith

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