“They always say time changes things but you actually have to change them yourself.” – Andy Warhol***
What makes an organization thrive? Most people would say the service or product they provide. This is definitely part of their success but what else makes a good product or a good service stand the test of time? What enables leadership to thrive in changing times?
In a January 4, 2018 USAToday.com article entitled “America’s 24 dying industries include sound studios, textiles, newspapers,” many of the industries from whom we have grown accustomed to receiving products and services were listed as dying due to decreasing need and demand. This list included office supplies (not including paper), stationary manufacturing, newspaper publishers, bookstores and sound recording studios. With the growth and advancement of technological advancement and consumer access to such advancements there is less need for such goods and services. In addition to technological advancements and consumer access, imports and companies moving operations overseas for cheaper labor are also driving factors. People now have other options.
Since that article was written, we have experienced the all too familiar effects of Covid-19. This international disease has wreaked havoc with countries all across the world and yes, organizations of every kind have been effected. While some industries have suffered however, others have begun to thrive. The content writing industry, social media, restaurants that deliver and internet based service providers have seen increases in jobs, production and service.
Four Keys to Thriving Leadership in Changing Times
Given the realities of the times we live in and the constantly changing normality, now is the time for leaders to consider amending their paradigms or consider changing industries altogether. Specific thought should be given to four key considerations:
1. Relevance
While times and seasons do change, the reality is, if we are leaders over small businesses, larger organizations or religious organizations, we have to be aware of the times and cognizant of the seasons that are impacting the things and people that we lead. We have to stay relevant. We have to tune in to what’s changing, noting why it’s changing, how it’s changing and figuring out how to keep our organizations in step with all that’s changing.
The church is a perfect example. With generational changes, societal changes as well as Covid-19, the church has had to adjust, whether it wanted to or not. During the height of the Covid-19 epidemic, church leaders were forced to close their doors for the protection of others and to reduce the spread of the virus. This meant rapidly coming up with new ideas and accessing platforms and venues previously ignored by some and minimally used by others. Mobile phones, social media and online streaming platforms experienced an immediate surge in use in order for pastors and other church leaders to reach out to and minister to church members. Where some had programs in place that incorporated online and offline ministry, all were now faced with doing the same. In order to become relevant and remain relevant, churches are now more than aware of the need to maintain and further develop these methods of outreach to members of all ages. While making the shift, however, they must also revive and refresh traditional methods of ministry as well. This drives the creation of multiple new ministries and making changes to existing ministries within every congregation. Leaders must remain relevant.
In a 2016 independent study conducted by Deloitte and MIT-Sloane, 87% of company leaders surveyed believed that their business would be interrupted by technological advancements and 91% of company leaders did not believe their workforce was adequately prepared to compete. In their 2022 survey respondents believe that coordinating the workforce ecosystem will require new approaches to leadership, management and technology.
2. Customer Service
With all the change that is taking place, we cannot forget the importance and value of good customer service. Many organizations today have had to incorporate the frequent use of delivery services and how to ensure high quality delivery. Companies that were not prepared to add such services have found themselves closing multiple locations and coping with decreasing patrons. As mentioned earlier, online services who already incorporated strong, reliable delivery methods saw the opposite… increased sales and repeat customers.
Good customer service is support provided to a customer before, during and after the purchase or use occurs. Some organizations dismiss the value of the customer immediately after payment is rendered but it has to extend beyond that point because the goal should always be to get that customer to return and to refer others for the same product or service.
3. Clear Vision
As I once stated in a May 19, 2020 blog post entitled, “What a Visionary Leader Taught Me About Vision,” vision matters… Whether at work, at home or just in life, vision matters. Without it, we lack direction and purpose. Even if we have an idea of why we were created, without a plan for fulfilling that purpose, what do we have other than a head full of thoughts, words, phrases and ideas. Vision takes discipline, prayer and contemplation. It is then laid out like a beautiful artistic canvas in your mind, shared with designated partners to help it take shape, then systematically revealed to the world one accomplishment at a time until it is complete….
It is essential to the success of anything we do, that we have a vision for what it is we are doing. That vision has to be understood, embraced and articulated by every partner, every additional leader, every patron or partaker of the work you do. If not, it will ultimately become a jumbled mess. There must also be a guarding of that vision to ward off any distortion that individuals may impose for selfish gain, due to jealousy or competition or simply incompetence. Part of the clear vision process, includes being creative, listening to new ideas and be as repetitive in our messaging as possible. This requires a strong, focused and consistent visionary.
We also have to consider audiences and people that might have gone unnoticed or thought to be irrelevant in the past. For example, The Organisation for Economic Co-operation and Development (OECD), an international organization working to build policies and policy recommendations for better lives order with the future in mind. One such policy recommendation they propose for countries to consider is to build policy and services for the young; a group that must live through the aftermath of Covid-19 and its long term residual economic, social, psychological and financial effects. They suggested nations consider:
“Providing targeted policies and services for the most vulnerable youth populations, including young people not in employment, education or training (NEETs); young migrants; homeless youth; and young women, adolescents and children facing increased risks of domestic violence.”
This is an example of how visionary leadership needs to approach the current and future operations, employees, customers and beyond. Vision incorporates what the organization seeks to accomplish while also taking into account the needs of those they serve and those they engage with, for optimal success. We cannot have vision without considering reality.
4. Embrace Diversity
Strong partnership is also a must. To cultivate this, we have to value the diversity of our internal and external partners. To ignore the diversity presented by individuals is to ignore entire populations and subsets of society that keep your doors open. We may mistakenly think it doesn’t matter because we serve a niche population but in a society faced with change and the vocalization of inclusion and equity, the future is likely to hold us hostage until we make the change or disappear. The goal, of course is not to disappear but to remain relevant, so we must learn to embrace diversity.
Closing Thoughts
What makes an organization thrive? Most people would say the service or product they provide. While this is definitely part of their success, there are four additional realities we have to face. We must work to make sure we remain relevant; we pay close attention to improving and maintaining excellent, not just good, customer service; we maintain and communicate a clear vision; and we embrace diversity and inclusion, making sure we extend that relevance, internal and external customer service and exceptionally clear direction to everyone!
Again, given current day realities, now is the time for organizations and small business to modify their operational models or consider changing industries.