The Inner Chief

He is the author of Australia’s largest library of video sales and service training and has delivered sales performance projects in over 25 countries. Dean is recognised as one of Australia’s leading sales performance coaches with 30 years of legal, finance, sales and management experience. He advises, coaches and trains senior executives from many of the world’s leading corporations.

In this episode we talk about :

• why your boss is your #1 customer • What happens when they're not • How to make them your biggest ambassador

www.chiefmaker.com.au/71 This starts with a simple question: Who is your customer? When I asked one of my clients this question, he said, "My team. My job is to make their jobs as easy as possible." "Do they approve your salary and bonuses?" I asked. "Well, no", he said, hesitating. "My boss approves that." "Who is your true customer then?" The revelation stopped him in his tracks because it runs counter to contemporary management fads to think of your boss as your true customer. We've been taught that we should think of our team members as our customers, but this is looking at it the wrong way around. Your team is the vendor. Your boss is your customer. Turning your thinking around like this will help you see who you need to serve better (i.e., your boss) and who you can expect more from (i.e., your vendors). When we look at our team as though they were our customers (rather than service providers to both you and the company), we accept poor performance from them far too readily. Of course, this doesn't mean you should stop developing them and providing them with a high-performance work environment, but by serving them instead of your boss as your customers, you are doing yourself (and your career) a disservice. Start viewing your boss as your customer and you'll do everything you can to make sure they are a raving fan. This is what will move you to the top of the list when you are being considered for promotion. In a career sense, it pays to start approaching your boss as though they were your customer for three main reasons:

• You'll grow with them. In other words, if they're successful in their role and future roles, not only are they going demand more of you, but when they get a promotion they're going to lift you up the corporate ladder with them. • The better you make your boss look, the more likely it is that those in the position to promote you will want to see you in positions that can make them look good. • A happy boss can make the daily grind feel downright pleasant. • If you're effectively serving your boss and effectively serving the company in perfect alignment

Let's be honest, if your customer isn't happy, how much of an impact are you going to have? If your customer isn't happy, how happy can you possibly be? One my clients, Rob, was having credibility issues with his boss, the COO. "She is difficult to connect with", he told me one day. "I never know where I stand. I just don't think she sees the value in me." The deeper truth that Rob was missing was that he was solving the wrong problems. He was focused on his problems which he thought the COO should be focusing on rather than listening and gaining deeper understanding of what the COO felt the biggest problems in the business were. The moment he started to look at the COO as though she were his customer, his whole approach to messaging changed. He wrote a detailed profile on the COO. What were her real problems? What was keeping her up at night? What were the CEO, shareholders and the market demanding of her? Rob worked out that the three biggest pain points for the COO were safety, unstable operations, and difficulty in keeping other team members on track. The last of these was a major issue. Team members were constantly drifting off into non-mission critical activities and not working together. Rob immediately started framing his messages around solving these problems. Whereas before he would say, "We're implementing a new governance system for our projects to ensure they are kept to scope, time and budget and our new operational standards are being rolled out", now he would say, "Our new operational standards are being implemented with a focus on their relationship to safety and stabilising production. We have initiated a fortnightly managers meeting to keep everyone focused on the most valuable work. We have also announced that we are pausing or cancelling several non-critical projects." Rob's work focus changed only marginally, but by turning his messaging on its head, he was demonstrating to his customer that he understood her problems. At an executive team meeting less than three weeks later, the COO told Rob (and everybody else in the room) that he was doing a brilliant job and that there were other opportunities they were going to send his way. This was a big change for Rob. He was definitely not being positioned like this previously. Best of all, by solving his boss's problems, Rob solved the company's problems at an even higher level. The COO and the executive team had their own set of daily challenges, and by addressing one of them, Rob's changes had company-wide impact. By thinking about the role above his, Rob was able to connect with her boss and solve his problems, and as these positive effects rippled outward, word quickly spread among the executive team. Rob had developed a reputation as a leader worth considering for promotion. The most effective way to do this is to develop an in-depth understanding of the problems that your boss faces daily.

• What are their biggest day-to-day issues at work and home? • What are their biggest fears about their work and career? • What are the consequences if they don't get the results they're after? • What do you need to change to really get on track in serving them?

The more clarity you have in terms of your customers' wants and needs, the more likely it will become that you'll be able to address these issues. They key elements of this customer profile are as follow: You don't need to be a psychic to get accurate answers to these questions. You just need to talk to your customer. Buy them lunch, take them for a drink after work, or take them for a coffee early in the day. The more you know about them, the more likely it is that you'll be able to get inside their head (and this is where you have to be if you are going to make the most of this exercise). Ask them about their work, and listen carefully to their answers. What is the subtext of what they're saying? Pay particularly close attention to complaints or other signs of frustration. If your first profile doesn't work, you might have missed a core customer problem, or you might not be making it obvious to them that you are solving or have solved their problem. Like we learned from Rob, a change in messaging can have powerful knock on effects. The final step here is that once you know what your boss' biggest challenges are then go the extra mile and exceed their expectations. I mean make them your biggest ambassador. This doesn't mean being a suck-up. No one likes that. It is easy to see. Just do such an incredibly good job they can't help but be impressed by you. Recently I helped two leaders land their first ever executive team roles. They both came to me with similar problems...they weren't in the hunt for the role. But we turned the tide around by immediately getting inside identifying the key members of the interview panel and then getting inside their heads. We did a detailed profile on the CEO and looked at the way they could pitch for the role. And now they are both in the C-Suite. Huge moves. Talk about fist pumping moments for them. The most beautiful thing i've found about this process is that it shifts your whole emotional experience from back foot to front foot. It goes from negative to positive. Now you're focused on delivering, being great and you get your head in the game. That'll flow with a better vitality and energy in your work. I know that this shift has been huge game changer for countless people I've coached.

In this episode we talk about :

• why your boss is your #1 customer

• What happens when they’re not

• How to make them your biggest ambassador 

www.chiefmaker.com.au/71

Who is your customer? 

When I asked one of my clients this question, he said, “My team. My job is to make their jobs as easy as possible.” 

“Do they approve your salary and bonuses?” I asked.

“Well, no”, he said, hesitating. “My boss approves that.”

“Who is your true customer then?”

In this episode we talk with Know How Group Founder and CEO Bushy Martin on success, playing the long game and living like every day will be your last.

Full details at www.chiefmaker.com.au/70

SPONSOR:

This episode is brought to you by The Build a Better Agency Podcast with Drew McLellan. The podcast has a new episode every week that helps small to mid-sized agency owners and leaders ensure that their agency is future proofed, scalable and more profitable than ever before. Search Build a Better Agency podcast on your podcast player or google

ABOUT BUSHY

Bushy is the founder of the Know How Group. His team helps time poor professionals that don't know who to trust or where to start to replace their income through property. But, much more than that, Bushy is the author of Freedom Formula, a killer book I read cover to cover, the host of Get Invested Podcast, and avid property investor, and just an all around top bloke. In this episode we'll talk about his journey from being completely broke to being financially free in 15 years, how he wrestled crocodiles in Papua New Guinea, how he started and built a successful business, and a life full of interesting stories.

QUESTIONS I ASK BUSHY MARTIN:

• Tell us about your time in Papua New Guinea working with crocodile farmers and living wild
• What did you learn about yourself when your marriage broke up and your father died?
• What is the freedom formula?
• How can people build additional wealth without investing or creating new revenue streams?

CONNECT WITH BUSHY MARTIN:

www.khgroup.com.au

Call Bushy and his on on +61-8-8383-6990

Email [email protected]

Listen to the Get Invested Podcast here.

Buy Bushy's book here.

Connect with the KH Group

In this episode we talk with Know How Group Founder and CEO Bushy Martin on success, playing the long game and living like every day will be your last.  

Full details at www.chiefmaker.com.au/70

In this episode we talk about how to create clarity everyday and how that will help you with confidence, beating imposter syndrome and making smart decisions.

www.chiefmaker.com.au/69

The speed and complexity of the modern world is not a natural environment for our brains. It can too easily lead to overwhelm and feeling like you're a little lost at sea. Our brains are designed for singular focus and by pouring a constant stream of emails, social media, news onto our normal busy lives it is a recipe for confusion and a scattergun approach to our work. We simply lose focus. There are three important methods for creating clarity in your life and career. Having this clarity in your mind is comforting. Is helps keep you composed and when key decisions or events come along your response is more effective and inspiring.

The three methods are:

1. Diagnostics

The world is full of diagnostics that help people and teams analyse complex systems. The medical profession, personality models, culture surveys and manufacturing plant diagnostics help us rise above the detail and see how things are performing in relation to each other and a benchmark. It's the higher level view this creates which is so important. It helps us understand, have clarity and know what to do next. In every coaching engagement I enter into we start with a diagnostic be it a High Performance Team survey, 360 feedback or Chief Maker Scorecard. All these provide immediate information to help with a better coaching outcome and rapidly reduces the time to understand a situation. It also gives everyone something to talk too, get on the same page and benchmark performance so you can see how the action you take improves the overall outcome.

1. Frameworks and Mental Models

The second key elements are the analytical frameworks or mental models you use to understand and respond to the world. When tricky or complex scenarios at work arise having these frameworks at your disposal allows you to quickly and effectively respond using a proven pathway. They foster calm and ask people to consider all the angles of a given issue or initiative. This might be simple models like SWOT or a PESTLE analysis or more details approach like a full Project Management Lifecycle or Six Sigma Analysis.

The more of these you have stored away in your mental arsenal the better you are able to respond in the real world. Of course, as you rise up the corporate ladder the types of models you need to apply shift more towards strategy development, vision, values, culture change models, coaching models and financial analysis. The whole game shifts from the technical models that you used early in your career. So you need to re-educate yourself to thrive at the higher levels.

1. Mindmaps & Systems Diagrams

The final tool I use religiously are mindmaps and system diagrams. In the words of business guru Edwards Deming, "If you can't describe what you're doing as a process, you don't know what you're doing."

Mindmaps, process maps and more detailed system diagrams allow you to accurately represent a complex system visually so you can stand back and look at the bottlenecks or pain points. Any personal mindmap, business plan-on-a-page or system diagram will immediately allow everyone to have greater clarity and to focus in on the most important pain points for them and the business as a whole.

When these three key methods are combined you'll grow in comfort in your own ability and that you're leading a team along the right path. Without these tools you'll spend valuable time and energy guessing your next move and that can cost you confidence and bring imposter syndrome back to the table.

Stay epic Greg

In this episode we talk about how to create clarity everyday and how that will help you with confidence, beating imposter syndrome and making smart decisions.

www.chiefmaker.com.au/69

In this episode, we explore the three powerful techniques to recenter the soul and mind. It is also part 2 of how to overcome imposter syndrome which we discussed in Ep 65 Imposter Syndrome.

Full notes here: www.chiefmaker.com.au/67 The soul can easily get lost as sea in the modern business world. With the incredible pace of business and life it is easy to lose connection to yourself. When you lose this it rattles your confidence and belief that you should be in the position you're in. So it plays a key role in beating imposter syndrome. It is also vital to get right if you want to feel composed, present and have that sense of gravitas so many of us find elusive.

There are three major ways to recenter the soul and mind:

1. Regular Focus Session

Once or twice per week set aside an hour and give yourself the opportunity to deeply reconnect to your soul, purpose, vision and strategy.

This is best done in a few key steps:

1. 20 mins of meditating and calming the mind
2. 20 mins of reviewing your purpose, vision and strategy
3. 20 mins of planning and rehearsing for the week ahead

This is much like a ship's Captain who regulularly takes their bearings, heads down to their quarters and plots their progress. They take time to take stock, review the impact of the weather, tides and performance of their crew.

At the end of this session, you're seeking absolutely clarity on the week ahead and also a sense that you're reconnected to your purpose and soul.

1. Mini Resets

Throughout the day when things get really busy use these three powerful and simle tools to reset the mind.

1. Rhythm

Using the speed of your footsteps, slow down and speed up your rhythm as required. Perhaps as you are walking towards a key meeting slow the steps down, demonstrate composure and calmness.

1. Breathing

Going hand-in-hand with rhythm is your rate of breathing. Taking small moments throughout the day to reset your breathing resets the mind and your state. Try a perfectly even breathing rate of 2 seconds in, 1 second pause, 2 seconds out, 1 second pause and repeat just 5 ties. You'll find that in 30 seconds you're entire state has shifted.

1. Posture

The final link in this chain is your posture. You'll find that by adopting a very well grounded and centred posture you'll experience and associated shift in state.

1. Mindsets and Mantras

Put a few of your favourite quotes and mantras into your back pocket so that you can whip them out when appropriate. Some that I love are:

• Slow is smooth, smooth is fast
• I keep putting money into the global bank and it keeps paying me back with interest
• A problem shared is a problem halved
• Start with why

In truth, I have dozens that I use. Would love to hear yours.

The key here is to create a regular rhythm. Without the rhythm you lose the fitness and like a captain not checking their bearings will drift right off course far from your destination and purpose.

The soul can easily get lost as sea in the modern business world. With the incredible pace of business and life it is easy to lose connection to yourself. When you lose this it rattles your confidence and belief that you should be in the position you’re in. So it plays a key role in beating imposter syndrome. It is also vital to get right if you want to feel composed, present and have that sense of gravitas so many of us find elusive.

Full notes here: www.chiefmaker.com.au/67

In this episode we talk with Ausenco CEO Zimi Meka on resilience, honesty and the importance of good people.

Full details at www.chiefmaker.com.au/66

Zimi Meka is one of the founding directors of Ausenco Limited and was appointed as Chief Executive Officer / Managing Director in 1999. Zimi's background includes senior roles in engineering and operations companies prior to the formation of Ausenco in 1991.

He has over 25 years' experience in the design, construction and operation of a wide range of processing plants and infrastructure in the minerals industry in Australia and internationally. He is the Queensland University of Technology's 2008 Alumnus of the Year, was awarded the Australian Institute of Mining and Metallurgy's 2009 Institute Medal and is one of Australia's top 100 most influential engineers as awarded by Engineers Australia. He is a Fellow of Engineers Australia, a Fellow of the Australian Institute of Mining and Metallurgy and a Member of the Australian Institute of Company Directors.

Other career highlights include:

• Listed by Engineers Australia as one of the country's Top 100 most influential engineers in 2010, 2011, 2014 and 2015
• Awarded Australian Institute of Mining and Metallurgy's Institute Medal 2009
• Queensland University of Technology Alumnus of the Year 2008
• Fellow of Engineers Australia
• Fellow of the Australian Institute of Mining and Metallurgy
• Director, Carube Copper Corp. (May 2018 - )

QUESTIONS I ASK ZIMI MEKA:

• In the early years of Ausenco, how did you develop resilience?
• What was the most important thing that you did as a business early to ensure growth?
• How do you attract good people?
• How do you keep learning?
• How do you lead thoroughbreds?
• What is the most important skill leaders need but don't tend to develop?
• What advice would you give someone who is stuck in their career?

CONNECT WITH ZIMI:

www.ausenco.com