Blame Game 101

Blame Game 101

In society today it has become fashionable, and sadly an acceptable practice, for people in all walks of life to avoid responsibility and accountability and play the “Blame Game.” Leading the way in this tragic trend are our elected leaders from the national level on down to local leadership. Unfortunately the same can be said of those in the financial, sports, and entertainment fields as well. The news is replete with stories of an unfortunate outcome from decisions made and those that made the decision placing the blame elsewhere.

President Harry S. Truman had a sign on his desk that read, 1“The Buck Stops Here” but in today’s
world the “buck” doesn’t stop anywhere. Our current President is still blaming the former President for the economy mess we are experiencing even though he has been in office over 2 years. The Democrats blame the Republicans for budget wows and the Republicans blame the Democrats. The government blames the financial sector for the housing crisis and families wanting homes blame the banks for tight financial restrictions.

Sports figures prominently display a lack of accountability and integrity. Serena Williams berating and threatening tennis judges, Barry Bonds and Roger Clements blaming others for allegedly giving to them banned substances and as well-known figures their public example of “Passing the Buck” to others can be contagious to those in society.

What about your organization? Do you have a culture of blaming others when mistakes happen? This type of culture is harmful to the health and prosperity of your entire organization. Nathanael Fast is an assistant professor of Management and Organization at the University of Southern California’s Marshall School of Business and has said;

2 “A deep set of research shows that people who blame others for their mistakes lose status, learn less, and perform worse relative to those who own up to their mistakes. Research also shows that the same applies for organizations. Groups and organizations with a rampant culture of blame have a serious disadvantage when it comes to creativity, learning, innovation, and productive risk-taking.”

How can your organization avoid the blame game culture? Following simple steps can help to strengthen positive and productive results in your organization.

First, make certain that each person understands their role and job description and hold them accountable in their area of responsibility. Accountability should not conjure up a negative image in employee’s minds. Verbal and written praise is as important as counseling when something goes amiss. Credit should be given when credit is due for a task well done.

Second, when talking about a mistake do not attack the person and make it personal. As Nathanael Fast indicates, this will become a negative and hurt creativity and learning. A frank, open, and honest discussion on what happened and the steps that can, or should, be taken to correct the problem or mistake will assist the person in learning and growing in their roles. This is an excellent teaching opportunity which can pay dividends down the road.

Third, do not under any circumstance accept someone passing the buck. Establish a culture that is positive-oriented, keep employee’s happy rather than causing distress when mistakes happen. Productivity should be a priority rather than dwelling on the mistake. Handle it quickly but keep focused on moving forward in a positive productive manner.

Following a few basic principles and bringing back accountability, responsibility, and integrity in your organization will pay big dividends with happy employees who will take risks, be productive and creative, and be a benefit to your organization.

1 Picture from*Mitford M. Mathews, ed., A Dictionary of Americanisms on Historical Principles (Chicago, University of Chicago Press, 1951), I, pages 198-199.

2 How to Stop the Blame Game, Harvard Business Review Blog Network Thursday May 13, 2010.

Advice and Humility

English author Samuel Johnson gave this sage comment, “Advice is seldom welcome. Those who need it most, like it least.” In my years of experience in sales management and marketing I have found that comment is so true of most managers on up to the President’s level and above. Most people feel they have “arrived” and know much more than those “beneath” them.

The real truth is found in the comment given to Bill Walton by legendary coach John Wooden when Bill was graduating from college. He said, “It’s what you learn after you know it all that counts.”

Wise managers and true leaders show respect to those they lead by listening, learning, and empowering people they lead. Humility in a leader is rare but those that possess it are respected and revered by their followers.

Leadership Accountability

When a person is hired or promoted to a management position, where people are required to report directly to them, inherent in that action is accountability for those employee’s performance and productivity. This often comes as a surprise or shock to a manager when they receive their first performance review and it is less than satisfactory. A sales person is solely responsible for himself or herself and the work they perform. Once promoted to management this accountability for what others may or may not accomplish is new territory for them.

Accountability for someone else’s actions is a very difficult adjustment. It is against our natural disposition to accept responsibility for someone else. The natural tendency is to blame others for the mistake or failure. Two reasons may account for a manager attempting to pass the blame to a subordinate or other manager. First, the manager feels that others view them as less than capable in their responsibility and undermine their authority and second, the manager try’s to avoid embarrassment for a mistake or cover up. What every manager must learn and accept in their position comes from President Harry Truman’s desk where he placed a sign, which said: “The Buck Stops Here.”

Every manager who has accepted a position of responsibility for others in their charge is accountable for them. For their role, the buck stops with them. Playing the “blame game” lessens management authority, affects employee productivity and motivation, and stymies teamwork. Astute “upper” managers recognize when one of their reports is attempting to assign accountability to others and failure to accept this is worse in the eyes of those the manager reports to than the mistake itself.

Recently an operational district manager was discussing “complaints” with a valued customer. The customer was rather heated and demanding in their evaluation of the cleaning they perceived was lacking. The customer wanted results – not excuses or blame but what she heard; I didn’t price out this business, we don’t have enough people to handle the job and at this point the property manager exclaimed, that she didn’t want to hear excuses, either the company could do the business or she would go elsewhere. The district manager’s excuses were an exercise in futility with the valued customer.

In addition, the district manager made these excuses in front of the supervisor over the project and the entire conversation was repeated to others in the cleaning organization. The person responsible for pricing the account was, understandably upset, with the operational district manager, blaming them behind their back. The price was based on the original specifications given by the property management company and in an additional meeting the property management company agreed to pay more the special requirement.

Even though the customer agreed to assist in rectifying the cleaning issues, the damage to personnel in the cleaning organization was not resolved. Trust and respect was has been lost by the supervisor, the pricing person, and area managers that report to the district manager. Everyone wonders when they will be blamed for a mistake, and motivation and productivity has been affected. The operational manager’s authority has been damaged by this incident.

The Bay of Pigs invasion was a huge failure for President John F. Kennedy. To President Kennedy’s credit, he accepted full responsibility for the debacle. Speaking with newspapers, Kennedy said, “This administration intends to be candid about its errors. For as a wise man once said, ‘An error does not become a mistake until you refuse to correct it’… the final responsibility for the failure of the Bay of Pigs invasion was mine and mine alone.” There were no excuses or justifications, just full responsibility for the failure and his reward for the honesty, his popularity skyrocketed.

Mistakes, failures, and problems are a part of the business world and will always occur. “Failure, teaches Zig Ziglar, “is an event, not a person.” The mistakes you make don’t make you less of a leader, how you handle the mistakes will determine your leadership credentials and if you will continue to have followers. Contrast President Kennedy’s handling of the mistake versus the operational district manager. The lesson to be learned; leadership and accountability go hand in hand. A real leader will be wise to remember that wisdom.

Change Happens

Whether you are new to sales or a veteran of many years, one thing is certain, change happens. Most people do not like change and do there best to resist any changes even if they have been shown how beneficial the change may be to there success. For example, some veteran sales people, mature in age, resist learning computer technology. Change usually involves time and effort to learn something new. Many times the old axiom, “If it ain’t broke, don’t fix it” is uttered to convey a persons true feelings.

New computer databases, wireless technology, social mediums, and other devices have opened additional sales avenues and assist the sales professional to be more productive. That is, if these changes are learned and utilized by the sales person. The noted American author and professor of biochemistry, Isaac Asimov said, “The only constant is change, continuing change, inevitable change, that is the dominant factor in society today. No sensible decision can be made any longer without taking into account not only the world as it is, but the world as it will be.” Failure to understand and embrace change in the sales arena will be detrimental to selling success.

Many companies and industrial associations schedule meetings, seminars, and training programs to help sales professionals keep abreast of the latest developments in their fields. This helps, but alert sales pros plan their own program for learning and utilizing positive advancements in sales helps to give them an edge over competition. Top sales producers look for changes and do not wait for them to be presented to them. Professional progress never stops for sales people who take responsibility for their own self-development.

One-factor sales people often overlook concerning change is in organizational responsibility. How often do you return to a company that has purchased your product or service from a competitor? Has it been a few years since you had a face-to-face meeting with the decision maker? As Isaac Asimov said, we must take into account the way the world will be and in today’s economic climate that means reduction of force and changing job functions and responsibilities.

Purchasing and other operational departments are consolidated which means a transfer of, product or service recommendations, and final decision making to others that the sales person has never met. The wise sales person will be in constant communication with lost accounts to keep abreast of changes that take place in business’s every day. Keeping an eye on this type of change will help bring greater success to the sales pro.

Regarding change, the words of a popular science fiction show in the late 1980’s and 1990’s, is right on the money when they said, “resistance is futile.” They were not talking about change but could have because, change happens and whether you embrace it or not will determine your sales success.

Unfamiliar with sales fundamentals? Email gthornton3@cox.net and I will be happy to answer questions and help increase your sales knowledge.

Varsity Contractors Fights H1N1, MRSA, Influenza A

In the fight against viral and bacterial infections such as H1N1 (Swine Flu), MRSA, and Influenza A, Varsity Contractors, a nationwide leader in janitorial cleaning services, is the preferred total facility company, to utilize BioShield 75. The JanOps® System delivers Varstiy BioShield Services to protect building occupants and the public.

BioShield 75 creates an invisible coating killing microbes on contact and significantly reducing cross-contamination on facility touch-points. EPA-registered BioShield &5 is effective for 90 days on virtually every hard or soft surfce application. BioShield 75 offers ongoing protection between regularly scheduled cleaning visits giving. you the peace of mind that your building’s visitors, employees, and the public stay protected from surface contaminations throughout the day.

Contact me if you would like this exceptional service and to increase your environmental safety from virus and bacteria build up.

Peoria Arizona is Home to Varsity Contractors

Varsity Contractors, Inc. a premier total facility service provider has located to Peoria, Arizona. Varsity moved from Glendale into a spacious 8,500 square foot facility with 3,000 sq. ft. of office space and the remaining 5,500 to house equipment and chemicals to service over 550 accounts throughout Arizona and the Southwest.

For over fifty year’s Varsity has been a leader in janitorial innovation and their state-of-the-art JanOps cleaning system is no exception. A system is something tangible and can be evaluated, unlike traditional cleaning methods that rely on a promise to do something. JanOps has specific output goals to get your facility in shape. S.H.A.P.E. is an acronym representing Varsity’s unique approach to cleaning for Safety, Health, Asset Preservation, Performance, and the Environment.

John Kelley, Region Manager, leads a team of over 200 employees and his 17 years of Varsity experience is instrumental in providing unequaled service to partners such as JP Morgan Chase Bank, Maricopa County, State Farm, Qwest Communications, Cave Creek School District, and others. John earned the prestige’s CBSE (Certified Building Service Executive) designation, awarded by the Building Service Contractors Association International, after meeting all the requirements and passing an extensive test.

Varsity will provide janitorial, maintenance and/or landscape service to one office or 26-story high-rise building and provide exceptional value regardless of size. To see how much money we can save you contact us for a free, no cost evaluation of services at 623-937-0000 or email gthornton@varsitycontractors.com.

Arizona – A Great Place To Live

Thinking of moving to Arizona? Email me for your free, no obligation Phoenix Relocation Guide. The Valley of the Sun is a wonderful place to live and this guide has information on Business & Economy, Education, Healthcare, Housing, Leisure, Active Adults, and Getting started.

For clear, concise and pertinent information for your move: gthornton3@cox.net or visit my website: www.sellingedge-azre.com

Fresh Air

Sometimes it is wonderful to just get away and enjoy the fresh air and sunshine in Arizona. Friday the 25th I participated in the IFMA (International Facility Management Association) golf outing at the Biltmore in Phoenix and enjoyed a wonderful day. IFMA is a wonderful organization with terrific professional and I would urge anyone in the facility industry to join this group!

Role Model – I Think Not!

Representative Joe Wilson, Michael Jordan, Serena Williams, Rafael Nadal, Kayna West, what do all of these individuals have in common? If you thought – they are famous, you would be right, but not for how they have excelled in their daily life and occupation. They all have shown their true character from the rude and boorish behavior they exhibited in the past week. All these individuals have shown a lack of respect for others and for themselves.

These antics from high profile people indicate a sad trend, manners and respect have gone out of style in society. The media attention generated in this technological age reaches impressionable youth who idolize top athletes, actors, and musical artists and, unfortunately, use them as role models. This type of ill-mannered behavior sets a negative example for anyone to follow. Whether these individuals want, or accept, the responsibility that comes with their celebrity, the reality is, they are viewed as role models and this “esteem” comes because of their public status.

National columnist, Terence Moore’s headline in an article prepared for Fanhouse on Michael Jordan’s Hall of Fame speech, wrote, “Jordan went from classy to clown.” Terence hit the mark and no matter what excuse you choose to use, Jordan is “ultra-competitive” or Jordan has a big ego and that made him great and that ego was coming out in his speech, Michael Jordan was a clown.

The common rationalization Michael Jordan, his competitive nature was on display in the speech is flimsy at best. In 1997 an NBA top 50 players of all time was named and honored and every one of those men were “ultra” competitive in nature. At the beginning of the 1996-97 season, the 50 players had accumulated 107 NBA Championships, 49 Most Valuable Player Awards, 17 Rookie of the Year honors, 447 All-Star Game selections, 36 scoring titles, 923,791 total points and 410,327 total rebounds.

The other players on this list have represented themselves with class and dignity. Those fortunate enough to be elected to the Hall of Fame may have given, plain, boring and uninspiring speeches, but each did so with poise, pride, self-respect, and decorum. Thankfully, there are men who can be competitive on the court and still be proper role models in society.

No one doubts Jordan’s greatness on the court and one “from the heart” speech will not change that perception. However, the legacy of Jordan, the human being, will forever be altered by his rude and vindictive speech. Michael has a right to his feelings, and to express them openly on his day at the Hall of Fame, or at any other time, but as ESPN columnist Rick Reilly wrote, “It [his speech] was tactless, egotistical and unbecoming. When it was done, nobody wanted to be like Mike.” That is the best thing to come out of the speech.

He Who Serves

A noncommissioned officer was directing the repairs of a military building during the American Revolution. He was barking orders to the soldiers under his command, trying to get them to raise a heavy wooden beam.

As the men struggled in vain to lift the beam into place, a man who was passing by stopped to ask the one in charge why he wasn’t helping the men. With all the pomp of an emperor, the soldier responded, “Sir, I am a corporal!”

“You are, are you?” replied the passerby, “I was not aware of that.” Then, taking off his hat and bowing, he said, “I ask your pardon, Corporal.” Then the stranger walked over and strained with the soldiers to lift the heavy beam.

Once the job was completed, he turned and said, “Mr. Corporal, when you have another such job, and have not enough men, send for your Commander in Chief, and I will come and help you a second time.” The corporal was thunderstruck. The man’s name was General George Washington.

We all want to be honored, respected and appreciated. So badly, sometimes, that we try to demand it. The fact is, that these things cannot be demanded or even requested. True honor, respect and appreciation only come one way. When we become servants.

Leading by example is the only sure way to be successful in business and in life. Sometimes we need to “check our ego at the door” as I’m fond of saying. Only when we accomplish this task will we truly be respected and followed.