Last week my wife Mary Kay and I joined about 75 top performing franchisees from all seven of the Dwyer Group brands, along with Dwyer Group executives, for our annual Leadership Summit. This year we were in Scottsdale, Ariz., and enjoyed cloudless skies and weather approaching 80 degrees each day. I’m not sure some of our franchisees have even made it home yet, in their snow-blanketed areas!
Here is what I learned from the best-of-the-best. They do things differently. They pay attention to more things. They measure more. They treat their teams better. Their focus is different. There is a reason for their success—it has nothing to do with their market or anything else!
In fact I had a chance to moderate a “retention panel” with a very successful franchisee from each of the brands. Getting a better understanding as to how each of these leaders retain employees was enlightening for me and the other attendees.
The worst thing about being away was missing the nightly Olympic coverage. (But, if I had my druthers, I’d still be in Phoenix lounging by the pool each day and reading the Olympic results sitting in the hot tub.)
Many of us enjoy watching the Olympics coverage. When Mary Kay and I got home from Scottsdale we went back to our norm … open our computers and put them on the kitchen counter (as usual), turn on the Olympics coverage, and eat dinner in front of the TV watching that day’s events.
I had a thought while watching the coverage of the men’s figure skating finals. Patrick Chan of Canada was in position to win the gold. He had waited four years for this opportunity. Four long years. Since the 2010 Games in Vancouver, where he finished fifth, he had won the past three world championships—all with eyes towards Sochi.
Yuzuru Hanyu of Japan, who had a huge lead going into the final event, fell twice during his long program and opened the door for Chan. Wide open. All Chan had to do was skate a clean program—not a great program—and he was the Olympic champion. He didn’t. He had three big mistakes and lost by just over 4 points. A four-year wait with the door wide open to win and he now has to wait four more years.
Approximately 20 million viewers watched it happen. So here is this week’s question:
Imagine 20 million viewers watching your technicians or CSRs perform. Take any one of your employees and tell them that 20 million will be watching them … doing a play-by-play of everything they do that day from how they dress to how the drive to how they approach the customer and how they interact with customers as well as you. Imagine play-by-play coverage with two experts “judging them” on their performance. How would your employee do?
Ask your entire team who is the best at what they do. I’m sure you’ll get more than one person with their hand raised. Then tell them a camera crew will be following them for the entire day and replay it tonight on NBC, including slow-motion replays of their best/worst performances during the day. See who keeps their hand up?
Ridiculous? Keep going …
Now picture yourself with the cameras on you. How you greet your team. How you interact with your techs before they leave the office. How you talk to customers. What are your activities all day? Would it change how you work?
To be honest, it probably would change me (unfortunately.) That is the point this week. Leaders need to understand there aren’t 20 million viewers watching every move, but there may be 20 people (throughout the day) watching them. Instead of a microphone in their hand, it might be a cup of coffee as they share with others the way you work and lead.
It is easy to watch an event and judge someone else along with 20 million others. Just imagine it happening to you! Have an Olympic week.