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Entries by Mike Figliuolo

Upcoming Event: Change Management Conference

April 20, 2016 /0 Comments/in Business Toolkit, Career, Leadership, Project Management, Training, Upcoming Events /by Mike Figliuolo

Change management and project management professionals face obstacles between the planning and execution process ranging from lack of consensus, lack of resources, poor communication, poor management support and employee resistance. Because all of these can factor into the success of your initiative, these challenges can lower both the program’s success rate and the manager’s motivation. At ACMP’s Change Management 2016, you can get the tools required to take your change management skills to the next level. Taking place May 15-18, 2016 at the Gaylord Texan in Dallas, Texas, this 3-day conference focuses on providing solutions and best practices in a collaborative environment. Whether you are a seasoned professional or new to the challenges in change management, this conference will provide you with insights to break through these barriers to successful results. There are five key reasons for attending Change Management 2016: Update Your Toolkit – Whether you’re just starting out in change management or are a seasoned professional, there is always room for improvement. Stay up-to-date in this ever-changing industry with educational opportunities that add to your skillset. Earn professional development credits while doing it. Network with Your Peers – Make connections that will advance your career. When you meet with your peers, you have a chance to collaborate and hear new ideas that may inspire you to implement something similar or validate your perspectives. The program has built-in networking events. View the various networking opportunities here. Meet with New Vendors and Suppliers – The exhibitors are industry experts. Vendors in the exhibit hall can help you learn more about the future of change management. If you’re interested in becoming a vendor or sponsor, learn more here. Hear From the Experts

Transparency is a Leader’s Best Friend

April 18, 2016 /7 Comments/in Books, Career, Communications, Guest Blogger, Leadership /by Mike Figliuolo

A leader’s ability to communicate and be completely transparent is a key to forming a cohesive team that’s built upon trust. While it may be scary to share everything, the benefits of doing so are undeniable. Today’s post is by Steve Goldstein, author of Why Are There Snowblowers in Miami? which will be available in September. As I was walking back from the gym one morning just before 7AM, I passed by the local boutique food store and noticed the manager standing in the middle of a circle, with all of her staff around her. It looked like every employee was present. I had noticed her doing this several times before at this time. Curious, I waited for them to open and went in to talk to her. I said, “I see you every day having these meetings before you open, what’s that all about?” She said, “Look, we have about twenty-five people working here, and we’re open fourteen hours a day. There is always something going on, good, bad, or otherwise. I need them to know everything I know—what’s new, what’s missing, what specials are we offering, and so on. I then ask them what they think, or about anything that happened yesterday that we need to know. It’s just a quick session so that everyone is on the same page. It takes under ten minutes, and I could not imagine running this place without it.” This is a great example of a leader being open, letting everyone know what they need to know in order to be successful—that day. Who’s out sick and who has to cover? Why is it the croissants will arrive thirty minutes late? What special soup has the chef prepared for the day? What in the inventory is running low and what should the staff […]

Would you rather be seen as being a fair leader or a just one?

April 14, 2016 /0 Comments/in Leadership, Poll /by Mike Figliuolo

Our reader poll today asks: Would you rather be seen as being a fair leader or a just one? – I’d rather be seen as being fair: 44% – I’d rather be seen as being just: 56% Justice Beats Fairness. Life’s not fair. Not everyone will be happy with the decisions you make and there will always be complaints about fair treatment. Being just is a difficult task. It requires leaders to be deliberate about how they spend their time (not everyone will get the same access), how they discipline, hand out promotions and assignments, and ultimately treat people. If you’re ever feeling “fairness pangs” where you have to make a tough call that isn’t necessarily fair, at least ensure justice is on your side. Do you agree with these poll results? Let us know in the comments below! – Mike Figliuolo at thoughtLEADERS, LLC Did you enjoy this post? If so, I highly encourage you to take about 30 seconds to become a regular subscriber to this blog. It’s free, fun, practical, and only a few emails a week (I promise!). SIGN UP HERE to get the thoughtLEADERS blog conveniently delivered right to your inbox!

6 Steps for Success When You Get Layered at Work

April 13, 2016 /2 Comments/in Career, Leadership /by Mike Figliuolo

Getting “layered” at work is stressful and frustrating. Having a new boss inserted above you between you and your existing boss changes all relationship dynamics. Fortunately there are 6 key steps you can take to successfully navigate a “layering.” Things are awesome at work until that dreadful day your boss (with whom you have an awesome relationship) tells you “Hey, I’ve hired a new person who will be reporting to me and you’ll now report to that person.” You’ve officially been layered and we all know getting layered is only good if we’re talking about cake. You sit there wondering why this happened. “Does the boss not like me anymore? Why didn’t the boss put me in that role instead of bringing in someone new? Are they bringing in the new person to replace me and the next step is I’m getting fired? My team is going to lose respect for me and I’ll lose influence in the organization.” We have a tendency to go to negative and neurotic places. I know that – I’ve been layered before as have many of my friends and colleagues. And I know many of you dread it based on the recent SmartBrief on Leadership Pulse Survey I conducted. 42% of respondents said getting layered was more awkward than a peer becoming your boss or you becoming the boss of your peers. Getting layered (or, if you’re the boss, layering members of your team) isn’t what’s important. What’s important is how we handle getting layered or layering our team. Do it wrong and your new boss will resent you, your old boss (now another layer above you) will be disappointed and frustrated, and your team will lose respect for you. If you’re the boss, if you handle layering members of your team wrong you’ll […]

10 Tips for Emerging Business Leaders

April 11, 2016 /0 Comments/in Books, Career, Communications, Guest Blogger, Leadership /by Mike Figliuolo

Every great leader is constantly looking for ways to improve their performance. Everyone has the basics of leadership – the true differentiators are the unconventional ideas like getting involved in the arts. Here are 10 great tips that all emerging leaders should pay heed to. Today’s post is by Ritch Eich, Ph.D., author of Truth, Trust + Tenacity: How Ordinary People Become Extraordinary Leaders (CLICK HERE to get your copy). As a future leader, it’s essential that you develop your own unique style while mastering some essential principles of leadership—most of these principles involve common sense, and all revolve around the tenets of truth, trust and tenacity. These principles are based on my thirty-plus years of working with or for chief executive officers in hospitals, agriculture, insurance, and higher education—as well as my time as a naval officer: 1. Never Stop Learning. Knowledge is power. Earn an advanced degree, work on a new certificate program, or join a professional association to learn more and become an engaged member of the organization. Many colleges and universities have online programs tailored specifically for those who work full-time. Take advantage of any tuition assistance offered by your company, or programs that reimburse employees for attaining a degree online from a specific university. 2. Take Care of Your Team. Have conviction in your team and let them shine but also be prepared to accept responsibility when things don’t go as planned. Never blame others but instead help resolve problems and move on. Delegating isn’t a license to pass the buck—your team wants to know they can take risks but that you’ll have their backs if they fall. Take care of your employees by helping them advance their careers. Respect them as individuals, and always remember that you have to continuously earn it from those […]

How do you handle someone who’s a “squeaky wheel”?

April 7, 2016 /1 Comment/in Leadership, Poll /by Mike Figliuolo

Our reader poll today asks: How do you handle someone who’s a “squeaky wheel”? – I always meet their needs and answer their questions: 7% – I ask them to generate solutions before coming to me: 90% – I direct them to go to someone else for help: 2% – I refuse to meet with them until they have something for review: 1% Make them Self-Sufficient. “Squeaky Wheels” can consume a great deal of your time if you’re not careful. For the vast majority of you, the push toward making them self-sufficient is clear. For those who aren’t taking this approach, I encourage you to look at how you can wean them from the amount of support you provide. If you use basic self-sufficiency building approaches, you should be able to reclaim that time to invest it elsewhere. Do you agree with these poll results? Let us know in the comments below! – Mike Figliuolo at thoughtLEADERS, LLC Did you enjoy this post? If so, I highly encourage you to take about 30 seconds to become a regular subscriber to this blog. It’s free, fun, practical, and only a few emails a week (I promise!). SIGN UP HERE to get the thoughtLEADERS blog conveniently delivered right to your inbox!

6 Fantastic Negotiating Techniques that Help You Win the Deal

April 6, 2016 /5 Comments/in Business Toolkit, Entrepreneur, Leadership, Sales /by Mike Figliuolo

Negotiating can be tricky business. If you don’t know what you’re doing, you could get fleeced. But with these six great tools you can increase the odds that you end up on the right side of the deal. Over the years, I’ve learned some great negotiating techniques and tactics. I’d like to share them with you – with the promise that you don’t use them against me because I’ll know what you’re doing. The Invisible Man One of my favorites is called the invisible man. That’s where you’re in the heat of a deal and you don’t want to give an answer right now, or you don’t like the position that the other party is taking. You just say “Well, I have to check with my colleagues before I can give you an answer.” Unfortunately that other party isn’t in the room. By using this approach, you’ve pushed back the negotiation, you’ve bought yourself some time, and now you have the ability to go back to the other party and say “I know you wanted a 20% discount, but I’ve spoken with my colleagues and the best we can do is 10%.” You’ve created an invisible authority that the other party has to negotiate against. The Bogey The second technique is called the bogey. Act like something you don’t care about at all is really important to you. Then as you go through the deal, fight hard for that one point. This gives you the ability to trade it away later like you’re making a major concession but it doesn’t really cost you anything. You create negotiating leverage for yourself by making the other party believe they’ve won something big when instead you were able to extract something of true value to you. The Nibble The next technique is called […]

3 Ways to Tap Into the Link Between Service and Sales

April 4, 2016 /0 Comments/in Books, Communications, Customer Service, Entrepreneur, Guest Blogger, Leadership, Sales /by Mike Figliuolo

There are three keys to tapping into the link between service and sales – technical prowess, hospitality, and the wow factor. If you’re able to get your organization to focus on these three elements of service delivery, you can expect outstanding results. Today’s post is by Donna Cutting, author of 501 Ways to Roll Out the Red Carpet for Your Customers (CLICK HERE to get your copy). The character Don Draper in the television show Mad Men once said something to the effect of, “The day you sign a client is the day you start losing them.” While Mr. Draper is a fictional character, his words couldn’t be truer. A study by Harris Interactive in 2011 determined that 89 percent of consumers quit doing business with a company (and went to a competitor) because of a bad customer experience. Compare this to 59 percent in 2007 and you’ll see that one of two things is happening. Either customer service has gotten worse; or consumers are becoming empowered. Perhaps both are true. Your customers have more choices and louder voices than ever before. It probably won’t shock you that, according to the White House Office of Consumer Affairs report, news of a bad customer experience reaches more than twice as many ears as praise for a positive one. However, take heart! The good news is that 55 percent of consumers are willing to recommend a company due to outstanding service over product or price. (source: Consumer Impact Report by Harris Interactive/Right Now, 2010.) There is a direct link between sales and service. The real sale is made after you earn the customer. Once you get them in the door, it’s time for you to decide. Is it uphill or downhill from there? There are three specific areas of customer service you’ll want […]

How do you deal with “steamrollers” on your team?

March 31, 2016 /2 Comments/in Leadership, Poll /by Mike Figliuolo

Our reader poll today asks: How do you deal with “steamrollers” on your team? – I coach them to be more sensitive: 68% – I leave them alone — they’re getting great results: 9% – I change their roles so they have fewer difficult interactions: 20% – I send them to a different team: 3% Slowing down the Steamrollers. It’s hard to have a difficult conversation with a Steamroller because many times they’re turning out solid results. Tackle the issue head-on instead of avoiding it by changing their roles. They’re never going to drop the rough behaviors if they’re not coached on doing so. Don’t pass a problem along to someone else. Give the person the coaching they need to continue delivering great results without stepping on so many toes along the way. Do you agree with these poll results? Let us know in the comments below! – Mike Figliuolo at thoughtLEADERS, LLC Did you enjoy this post? If so, I highly encourage you to take about 30 seconds to become a regular subscriber to this blog. It’s free, fun, practical, and only a few emails a week (I promise!). SIGN UP HERE to get the thoughtLEADERS blog conveniently delivered right to your inbox!

Sisters, Service, and Sales

March 28, 2016 /0 Comments/in Books, Communications, Customer Service, Entrepreneur, Guest Blogger, Leadership, Sales, Training /by Mike Figliuolo

Customer service that is focused on customer relationships will impact your ability to make sales and to improve your business. Today’s post is by Kate Edwards, author of Hello! And Every Little Thing That Matters (CLICK HERE to get your copy). There is a scene in the Tina Fey/Amy Pohler film “Sisters” that is hilarious. The scene takes place in the dressing room of a trendy shop where the eponymous sisters go shopping for dresses for a party they are hosting that night. They go to a boutique and try on a number of party dresses, but they are clearly clueless. Each dress the sisters put on is completely unflattering as they wear the dresses in all sorts of inappropriate ways. The shop clerk watches them in deadpan horror and her face expresses what we are all thinking: each dress is worse than the next. The clerk, however, doesn’t help them put the dresses on correctly or offer them sizes that fit; rather, she says “that looks amaaaazing” in a completely flat tone. This character is the epitome of the lackluster clerk who clearly has been told to compliment the customers. No. Matter. What. Service that is inauthentic, unhelpful or pushy is the stuff of horrible Yelp reviews and comedic movie scenes. But service doesn’t have to be like that. Businesses that take time to connect authentically to their customers will build a client for life. And businesses that ignore service in the sales moment are doing themselves great harm as sales are based on a human connection. Here are some easy ways to connect with your customers that will make the sisters of your business – service and sales – shine. Establish Customer Quotas, Not Sales Quotas Too many businesses focus on the number of sales rather than the number […]

Which is harder: improving a slacker’s performance or getting a high-performer promoted?

March 24, 2016 /1 Comment/in Leadership, Poll /by Mike Figliuolo

Our reader poll today asks: Which is harder: improving a slacker’s performance or getting a high-performer promoted? – Getting a slacker to improve is more difficult: 70% – Finding a way to get a high-performer promoted is harder: 30% Slackers Rule. Finding that slacker’s motivation is a tricky task. They have the skills but they’re simply unwilling to apply them. It’s inherently a motivation challenge and your job as their leader is to find a way to light their fire. First, talk with them. Get them to explain why they’re not excited by their work. You’d be amazed at what they’ll share. Consider changing their role, changing incentives, or eliminating dissatisfiers that prevent them from applying themselves. If you can unlock their motivation, you should see instant productivity improvements. Do you agree with these poll results? Let us know in the comments below! – Mike Figliuolo at thoughtLEADERS, LLC Did you enjoy this post? If so, I highly encourage you to take about 30 seconds to become a regular subscriber to this blog. It’s free, fun, practical, and only a few emails a week (I promise!). SIGN UP HERE to get the thoughtLEADERS blog conveniently delivered right to your inbox!

5 Elements of Plain Language that Can Help You Close the Deal

March 23, 2016 /3 Comments/in Communications, Entrepreneur, Sales /by Mike Figliuolo

Big words confuse people. If you want to sell your product or pitch your idea, speak simply. Don’t use huge words that hinder understanding. Just tell people exactly what you want them to know. They can’t buy or invest in what they don’t understand. Don’t worry – this isn’t some rant about English being the official language of the U.S. It’s a rant about using plain, simple language to get people to want to learn more about your business and purchase your products or services. Over the years I’ve judged many an idea pitch competition where companies compete to be named company, product, service of the year. It’s a pretty cool way to recognize companies for their accomplishments and give them exposure to broader audiences and prospective clients. During one pitch competition in particular, as I read one of the submissions, my head almost exploded. Their pitch was riddled with awesome $5 and $10 words and phrases. If you read it at face value, it sounded like this is the greatest company ever to walk the Earth. Allow me to illustrate with some selected portions of the submission: “Our product is a game changer. It is shifting the paradigm on how an organization can better protect its assets.” “But just like any quantum advance in technology, many are still waiting for the early adopters to validate how this paradigm changes the playing field.” “But looking beyond the obvious cost benefits and immediate ROI, what makes our product uniquely worthy of Product of the Year is the scope of the solution. Its holistic approach to security is unlike anything on the market.” What. The. Hell?