In the last few months I have become keenly aware of the public face of leadership. What I mean by the “public face” is that which can be conceived as happening internally in an organization by that which is observed externally.
With the spread of social networks and camera phones; there is not a lot that can be kept secret. But what I have observed is that even if a leader manages to keep his/her verbal or written comments at bay, it is the external, non-verbal factors that I think are more difficult to manage.
Let me give a few examples of some things I have seen that could impact what your customers think of you or your company. These traits are not all bad in every situation and company; and there are definitely exceptions depending on the industry, business size, and various other factors. So you will have to be the judge if your external actions will affect the profitability and perception of your company.
A Leader that is the Main or Common Customer Face of an Organization
I believe that leaders often think that only they can handle the customers best and that doing so shows the customer how much they care. I am not suggesting that leaders shouldn’t ever interface with customers, but I think it can be a very fine line to walk, and the behavior needs to have a defined purpose and ROI. When I see a decent sized organization; one in which a leader is actively playing many roles in front of clients and the public, such: as sales, support, product innovation, marketing, etc…., it makes me wonder. Does the leader have trust issues? Does the leader have ego or power issues? Does the leader not empower their staff to perform the jobs they have been hired to do? Is the company understaffed? If they are understaffed, are they in financial trouble?
Exhausted and Late Night Communications
There is a fine line between dedication and hard work, and fear and “slave-driving“. I know this one can touch some buttons. I know as much as anyone that there are times when you have to bite the bullet and get a project done. I believe that hard-work is one of the most admirable qualities one can possess and something I thank my father for instilling in me.
What I am referring to is sustained exhaustion that you see, over and over and over and over again in both leaders and employees, the exhaustion that never seems to end. I have seen companies in which the employees are worked so hard that they never progress individually and they frankly never would have the time to move-up or move-on to bigger and better things.
Employees are our greatest asset, but when I see this I start asking questions. Do the leaders value their employees? Is there low morale in the company? Are they not treating their employees well? Do they not have the financial resources to properly compensate their staff? If employees and leaders are always exhausted, am I going to get inferior products or service?
A Leader that Cannot Take Critical Feedback
This one is self-explanatory. It makes me wonder if the leader has trust issues or self-image issues; both of which have many reciprocating effects on an organization. The idea of feedback stretches into aspects of accountability, execution and innovation. If a leader cannot take feedback with a thank you and sincerely appreciate it and the messenger, then there is a good chance that the staff cannot take it and that the organization will never reach its full potential. I don’t expect companies I work with to be perfect, but I like to get the sense that they are moving towards greater innovation and better products and services.
The Darker Side of Social Networking
I like it when leaders are not “business” all the time, meaning I enjoy learning the real person behind a leader and what motivates them, but I think one needs to be careful. Flaunting ones possessions can have negative connotations. Certain music and interests that people often share on social networks can also give underlying messages about one’s personality and therefore their leadership style in an organization. I won’t go into these “interests,” you can figure that one out.
A Leader’s Casual Appearance
This one does not apply to all industries or companies, but it is something I feel strongly about. I believe that if a leader’s appearance is casual to their clients, then maybe my business is considered casual to them also, and I wonder if the business is taken too seriously. Before everyone comments about how crazy I am; yes, I know that some cultures value the laid-back casual atmosphere and that in the right business and culture it is appropriate and good. But just because it works for Google and Zappos, does not mean it is right for every company and industry. I am also not referring to internal facing appearance, but customer/vendor/partner facing appearance. Appearance, such as: cloths, hair, grooming, tie selection, etc…, can also signify a lot about one’s personality and their potential leadership traits.
As leaders we have to be careful in how we are portrayed by others. Our actions and other external factors, can give negative perceptions about our company. and us as leaders. While every company, culture, and even position is different, we have to judiciously ask ourselves how certain actions can be perceived by those that can help us succeed.
