At the end of a work day, as your head hits the pillow, is your last thought, “I hope tomorrow’s work is MORE complex”? Not likely! That’s because you know that complexity, uncertainty and puzzlement will not be in short supply the next morning – or any morning.

That is why effective leadership continually works at keeping things simple.

Simple is not the same as simplistic - every business has its intricacies. However, there needs to be a strategic set of simple agreements which guide employees through the multitude of decisions and actions they face every day. In fact, if leadership fails to keep it simple, employees will supply their own form of “simplicity” which may result in less than ideal outcomes.

To help you keep it simple, focus on:

Your must-have customers: The result that matters the most to any business is the creation of profoundly satisfied customers. Nothing else matters. Profit, ROI, and operational efficiency will soon fade unless the right customer is having the right experience that grows the right kind of relationship with the organization. It is leadership’s job to identify “who” that customer is and to direct everyone’s energy toward serving that customer.

At Southwest Airlines, everyone focuses their energy on the “should-I-drive-or-should-I-fly” air traveler. Founder Herb Kelleher and his leadership team grew an exceptionally strong brand by keeping this simple description of their must-have customer on everyone’s mind.

Decisions in alignment with business promises: There is seemingly no end to the decisions required to run an organization. Everything from personal preference to complex tax laws can enter into choices made. It doesn’t take much for the decision-making water to become muddy.

Leaders of successful brands have an objective, yet simple, basis for cutting through the mire: Decisions must align with what we promise our customers.

I was once working with a large children’s hospital which faced a very tough decision that would affect lots of people within the organization. I asked the CEO how they would cut through the myriad of considerations to reach a final decision, “When we get bogged down we always go back to our core promise and ask one question, ‘What is best for the children?’ That makes our decision very simple.”

Remarkable customer experience: When there is no simple clarity about what makes the customer experience remarkable, business brands fail.

When organizations do not agree upon and communicate what makes their brand remarkable, employees simplify their jobs by doing what comes easy:

Leaders often complain about these employee behaviors. However, without easy to understand parameters from leadership, employees create their own coping mechanisms. Equip your team with brand clarity that cuts through the complicated.

Granted work is complex and becoming more complex all the time. Therefore, it is more important than ever to focus your organization around a simple set of performance enhancing commitments. Your customers and your financial bottom line will thank you.

 


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