Skip to main content

Boomerang Team Members

image: https://pixabay.com/photos/butterfly-red-flowers-pollination-7862893/


As a sports fan I hate it when a favorite team member leaves the team. I do remember when an athlete would spend an entire career with one team. They felt like part of the family. Their bright moments seemed to shine in our memories like common threads of a larger family. Today that is rare. Players come and go often before we get to know them or appreciate their gifts.

It feels the same in the working world. People come and go and we never hear from them again. The knowledge they acquired is gone from the team. The spirit they stirred is mixed up with forgotten signals from the past.

But, have you ever had a team member leave and then return?

It's high risk of course. They do not return as the same person they were before they left. There are new bruises, new scars, and even new skills we hadn't seen from them before.

One of the risks is that in returning they soon realize why it was that they left in the first place. It's even possible that things did not get better, and so they seem worse. What do you do with that except leave again?

But sometimes the fit is better. Sometimes that team member returns fresh and alive and experienced and, yes, even grateful to be back. When that happens everybody wins -- orientation and training time is reduced, cultural norms are easier to follow, inside jokes return to form. 

When team members can leave and return growth and wisdom increase.

Is that worth the risk? That's up to you...

-- doug smith

Action Plan:

Think about a former team member who had been a productive member of your team. Would you take them back if they were interested in rejoining your team? 

What would you say to them about your team today?


 

Comments

Popular posts from this blog

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  

Seriously

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

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  

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

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  

Competition?

I often ask my classes "What's the difference between conflict and problem solving?". The leading answer is "competition." Conflict is a problem with opposing solutions. Two opposing goals. Competition. That can still be resolved, but it may need to be managed. Recognizing what you've got is a good start.  -- 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