Drive customer, employee desires to achieve yours.
Really, why should they care about your win? They care about their own win. That’s why you’re seeing the energy level in your company drop. Once the victory is yours and not theirs, why should anyone get excited about it any more?
The feeling of purpose and accomplishment is important. You could say it’s the central idea behind the mission to reinvent work for people. We want everyone who goes to work to feel the same pride and mojo boost you feel when you think about what you’ve built. We call that feeling “your flame.” We don’t want anyone to go to work without it!
What you are seeing in your growing company is the disconnection of working people from their power source over time. The further your employees are from the big win, the one that gets you out of bed with your heart racing every morning, the less you can expect them to care.
Really, why should they care about your win? They care about their own win. That’s why you’re seeing the energy level in your company drop. Once the victory is yours and not theirs, why should anyone get excited about it any more?
That’s not a failing on their part. They can’t care, because you haven’t given them anything to care about. What does your incremental $12M in sales this year do for them, after all?
Turnover in any department is an early warning sign. I don’t agree that certain problems are simply unavoidable consequences of growth. Your Customer Service turnover should come almost completely in the form of Customer Service folks getting promoted into Sales or somewhere else in your growing company.
If they’re leaving the company from the most-likely-to-be-promoted role you’ve got, or the position that should logically be the ‘seed crop’ for the rest of the organization, then God or the universe has a message for you: your culture is broken.
You are very connected to your own power source — the manifestation of your business savvy and leadership in the daily and monthly progress of your company and your vision. What would happen to your company if everyone felt as connected to the win as you do?
On the left of motivation is the Fear side of the dial. That’s where people are told “Here are your goals!” They do the work because someone makes them do it. You don’t do your job every day for the paycheck alone, do you? Of course not.
We can’t expect your employees to get excited over the paycheck, either, or even the modest bonus plan. We can’t expect them to perk up because their manager gives them a goal to hit. That’s fear-based management, and it’s never motivated anybody to do anything other than grudgingly comply with a supervisor’s command. You’ll never hit $50M, much less $1B in sales that way!
People get excited when they get to bring themselves to work all the way, when their viewpoint and creative energy is part of the company’s success plan and baked into it.
You are at risk of making the same mistake the CEO of PayPal made when he blasted his employees in a group email (can you imagine being so rash, in these instant-info-sharing days?) for not using his company’s app and even — God forbid! — forgetting their own passwords. He’s blaming his employees for his own failings as a leader, and you are doing the same thing. Leaders get people excited. That’s what the job of a leader is.
A team of people who don’t use the PayPal app are people who are not connected to the win. If the leaders at PayPal treated their employees the way they treat their customers, they wouldn’t berate them for not using the product. They’d ask “What’s wrong with the product, such that you don’t want to use it?”
We could say the same thing about your employees. The bigger the company gets, the harder you have to work to keep the mojo level high. That means asking, asking, and asking again what people think.
What do they need to do their jobs? What are their own hopes for themselves in your company? What do they care about? What advice do they have for you?
Your employees can’t care and won’t care about your $50M goal or anything else you want them to care about until you bring them into the small circle around the flame and let them feel the warmth. That means including them in decision processes and making sure they have the information, tools and training to do their jobs. Most of all, it means letting them bring everything you hired them for – including their brains, pluck, creativity, warmth and wit – to the job.
I get nervous when I read that your teammates are upset about a sales comp plan, especially when you frame that concern as a normal offshoot of growth. Your salespeople are an essential part of your success. You need them excited and happy.
Discontent over the sales comp plan is not something you can live with over time. Do we believe that the brilliant and talented salespeople you hired are genetically programmed to complain about a sales comp plan at a certain point in the company’s trajectory? That’s an insulting idea. Maybe they are upset because the sales comp plan is poorly-designed or unfair.
Listen to them. Listen to all of your employees, not just the sales team. Two hundred and fourteen employees is a very small team, and I’m happy for you that you still have many easy opportunities to listen to what the team is trying to tell you.
This story includes a list of ways to take the pulse in your organization. These are not nice-to-have elements in your culture. They are must-haves, if you care about people pulling their oars in the same direction.
People don’t need to motivated by external means. That’s what the Motivation-o-Meter has to tell us. They are naturally motivated when the people around them, leaders in particular, take time to remove the barriers that keep human energy — what we call mojo – moving in an organization.
Start with the items on the poster “What’s Blocking the Energy?” below, and see whether the mojo level in your company doesn’t start to climb instantly. If people don’t understand the mission, if there are conflicts festering but unaddressed, if people are unsure of their roles (a VERY common issue in growing organizations), if the trust level is low, if people are afraid to tell you the truth, if processes that worked during your $10M stage are gumming up the workflow now or if people are burned out on “Bigger! Better! Faster!” routine after eight years, don’t be surprised when the Team Mojo plummets.
You can fix all these problems Stewart, but it’s going to take some focus and some looking in the mirror on your part.
You know how to tell people what to do, but do you know how to ask them what to do? That is the next step in your leadership evolution. I know you will come through this next stage brilliantly when you soften your own energy first and begin to ask the people around you, “What can I do differently? What do I need to hear that I’m not hearing now?”
You can see that these questions rely on a high trust level, so that is where you will start. Don’t walk around clocking people on the speed of their motions, but thank them for being part of your success and ask them how they’re doing. Thank, then ask, over and over. Change up your leadership team meeting agenda.
Get off the plan and the yardsticks to ask “How are you guys holding up?” This is a not a checklist item. It’s the whole enchilada, and when you experience what happens when you get off the grid and focus on the people, your world (and your revenues) will explode.