I am borrowing the song title from the Stephen Stills famous hit from 1970—here is the link in case you want to sing along with me. https://www.youtube.com/watch?v=HH3ruuml-R4
I got the idea for the blog listening to an interview on NPR’s Marketplace recently. Host, Kai Ryssdal, asked Satya Nadella, CEO of Microsoft, to discuss a recent mistake that he had made. Nadella paused and then said he sometimes gets distracted by shiny bright objects and forgets about the needs of his current customers. He gets excited about potential new products and forgets that these new features might impact the current customers who have been loyal to Microsoft. He went on to say that he has stopped short of making the mistake, but not before nearly forgetting about the current customers.
What about you? Do you get distracted by the potential new customer and forget about the needs of your current customers? I know I have made this mistake. A couple of years ago, I landed some new customers that took me out of town a good bit, and made it hard for others to reach me for live meetings. The work with the new customers was lucrative, but were short term projects. My current customers missed the extra touch that I normally gave them, and it was harder to renew work the next time around. If I had spent more time with my current customers, I might have gotten new work and I know I would have had greater loyalty if I had stayed connected. Thus, love the one you’re with! What are you doing to retain your top customers? Do they know how much you value them? What can you proactively do to amaze them?
I think this same concept can apply to our employees. It can be easy to look at our current team as good but not always great. We go to a conference and we meet someone and think they can be amazing for our team. This might be true, and I am not saying to not look for new talent. However, are you taking the time to truly develop your current team that is loyal to you? It is a lot easier to keep a team member that believes in your mission, understands your leadership, and is a cultural match. Instead of loving our current team members, we often covet other people. We tend to see the weaknesses of our team members and forget about their current strengths. I have one client that was loyal to his organization for years. He would receive feedback that he needed to be more direct. He would do this and then he would get feedback that he was too direct. He then would be told he was almost ready for a promotion and then they would bring someone in from the outside. He recently left and is a superstar in the new company. His old company called me and asked if I knew anyone like my coaching client because they said he was a superstar. If they had told him that while he was there and given him more positive feedback, he would never have looked for another role.
Take time this week to re-recruit one of the superstars on your team. Tell them why you love what they do for your organization. Call one of your customers and tell them why you enjoy working with them so much. Let me know how the conversation goes and in the meantime, “Love the One You’re With!”