As a development manager for a real-estate project I consult with, SB takes direction from three people: a profit-center manager, a project manager, and me. Most of the time, our advice and recommendations work together. Sometimes, however, we disagree. And when we do, it throws SB into a frenzy.

SB complains about getting mixed messages… being confused… being overworked. At the same time, he does a very good job on the work he understands. The people who work directly for him are happy with his leadership. And the results are almost always excellent.

SB’s mistake is in not understanding who he really works for: his customers. Every dollar the business earns comes from them. Their money funds his paychecks, the paychecks of his bosses, and the paychecks of the people who work under him.

By focusing on what is best for his customers, he can reduce the amount of confusion and conflict he experiences by having three supervisors.

Are you in a similar situation? Are you getting conflicting advice from the people you work for? You can usually determine the right thing to do by understanding what would be best for your customers. (Which decision will improve the service they get? Which one will make their buying experience easier, faster, and more rewarding?)

It’s tempting to give a promising employee more freedom than he can realistically handle. It may seem like a good way to boost his self-esteem. But if you do and he screws up, whose fault is it? Yours.

So, yes, praise your employees for good work and goals met. But also praise mistakes that were “smart” tries.

Not always easy to do.

The trick is to define the employee’s limits beforehand. That way, you are much less likely to face disappointment. And if and when you do, you will feel as if the failure was your responsibility as much as anyone else’s. If you feel that way, it will be easy to say, “Nice try.”
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When a customer says “no” to your sales pitch, ask him why. (more…)

When you are going to be interviewed for a job, try to be the last one they see.

Studies show, and my experience confirms, that the people who do best in multiple interviews are those who are first or last. And that’s regardless of how good they actually are. (more…)