This video goes into the emotional underpinnings of leaders, and how you can set the tone and purpose for your team. Learn about the impact that tone has on people, as well as the words and approaches that can help you create a team that is passionate about customers and has a sense of urgency.
- Part of being a leader is setting the emotional tone for your team. Your team needs to know, what are we working for? Why are we doing this? What kind of impact do we want this team, our team, to have? The emotional underpinnings of your team are a huge driver for their performance. But sadly, this is something a lot of leaders don't pay attention to because they don't realize how important it is and they don't know how to do it. So, when you're speaking to your team, you want to be conscious of the language that you're using to actually set the tone, and you want to define the true and noble purpose of their work, and you want to reiterate it consistently.
Because here's the reality, your team is not going to work tirelessly just to ensure that you get a bonus. They may not even work tirelessly to ensure they get a bonus. The best way to rally your team is to help them understand the impact that you have on your customers. Focus on how you change their lives or affect their businesses. The impact you have on customers is the underpinning, it creates a positive environment. So, in a time of crisis, don't just reach for that profit and loss number, talk about how you can create more value or reach more people.
What is your true and noble purpose? You see, customer impact should be your call to arms. So, why is this so critical? Because if when you get your team into this head space of customer impact it ignites their frontal lobes. They become more creative, they're better listeners, they're faster problem solvers. A tone of fear has the opposite impact. When a team is afraid, they become frantic, they have a decrease in their short term memory, and ultimately that negative energy is transmitted to your customers.
So, one way you can keep your team focused on higher purpose is to constantly bring forth customer stories. As a leader, you should be telling stories that describe the impact your solution has on real-life customers. People want their jobs to matter, they want meaning, they want connection, and so your job as a leader is to create an environment where this is present. I cannot overemphasize the importance of customer impact. Now, we're going to talk later in the course about how to set the tone in other areas like pipeline management, and sales coaching, and major accounts, but for now, the most important thing is to focus on this through line.
The deep underpinning of everything is customer impact. The best sales managers are in it to win it for their customers, so you want to be clear about this and authentic about it with your team.
- Understanding your role
- Setting the tone as manager
- Recruiting the right people
- Dealing with inherited bad talent
- Making sales meetings count
- Working with marketing, accounting, and product
- Communicating with senior leaders
- Dealing with failure