Leaders face reality

So many times when I talk to a business owner or someone in a top management position, I hear them explain away mistakes or lost customers due to poor employee performance. One such incident cost the business a $30,000 job from a referral. The owner didn't express concern at what he heard about how the employee had treated the referral. The referral was not even going to get bids on the job.

What the owner did not face was the great need to make sure his customers and potential customers were being treated with utmost courtesy and professionalism. The employee was trying to protect/shield the owner from the customer! The reality is he didn't know to what extent he was losing business to inappropriate behavior by his employees. It was relatively easy to fix with training and follow up, putting in policies and practices.

Other times, business owners need to face the hard reality that perhaps a product line is not profitable, a senior manager is not longer 'on board' with the direction of the business, a new hire is a wrong fit, or some other major malfunction. It is tough to face the hard issues and tougher to act to correct them.

However, in the long run, it is actually easier to act on the tough decisions and face reality when your business is suffering, losing market share, or rolling out products that are no longer relevant.
It's easier because it sets the organization on the right course, infuses enthusiasm and excitement for employees, and creates a new reality that turns the business around. Getting through a difficult situation with effective strategies and decision making strengthens the leader and the business.