Leadership is a practice. And like any practice, it is learned over time, through many experiences, some good, and some not so good. We learn not only academically, but experientially through experimentation, doing things we’ve never done before, making mistakes, and then applying what we learned to the next challenge. When offered a leadership role in an organization, that is a complement! Someone thinks that you can take the responsibility of leadership and do something to improve the organization’s work in some way. Pretty heady stuff! And the temptation is to say, “Well, of course! I’d love to do that!”
Be careful here. Before you jump headlong into a new leadership role, make sure you do your due diligence and ask the hard questions. And no, I am not talking about questions around salary, benefits or vacation time, which commonly come up during the hiring interviews. While important, they are peripheral to what matters most: Are you going to be successful in this leadership role? The 7 “hard questions” that you need to ask yourself are below: Make sure that you know your answers.
1. Am I willing to take the time to understand and respect the history and culture of the organization? Before you say “yes,” do some homework. What has been the history, and what have been the challenges? What is the overall level of employee engagement? Are people treated as professionals or not? Is there a track record of success? If so, what made them successful?
2. Do I care deeply that the products and services that this organization provides are of excellent quality? What are the primary products and services? Does the marketplace consider them to be of quality? Have there been any quality concerns, and if so, how were they addressed?
3. Am I willing to invest time and energy in positive, professional relationships with those who are doing the daily work of the organization? Relationships take time, and more importantly, presence. Are you willing to go to where the work is being done, and truly understand the workers, the working conditions, and the processes that people use to accomplish the work?
4. Am I willing to put in the time and due diligence required to carefully manage the financials and other resources of the company? Money matters. Resources matter. Every leader must have the self-discipline to understand the flow of money and resources through their operations, and take steps to optimize those resources for the larger organization. If this isn’t done, the organization will not survive.
5. Do I have a passion for making the customer experience an excellent experience? The customer is the reason that the organization exists. If successful, most customers will be satisfied, and some happy. But some will have concerns, and will need to be treated well as their concerns are addressed. Leaders must have the patience and self-discipline to see an unhappy customer as a gift, an opportunity to improve a product or service further.
6. Do I have the courage to make difficult decisions, often with imperfect information, despite the disagreement of colleagues and direct reports, because it is the right thing to do for the business and the customer? Leaders, especially at the executive levels, make very few decisions if they are doing their jobs correctly. Most decisions are being made by the people doing the daily work of the organization, and should be. Once a decision rises to the leadership of the organization, it is likely to be complex, controversial, with no clear and obvious answer. This is where leaders earn their compensation, and most big decisions will be met by some who strongly disagree. Leaders must be willing to deal with that disagreement in a kind and professional way. This requires courage.
7. Finally, and maybe most important, do I have the willingness to make others shine? Are you going to take credit, or give credit when things go well? Are you going to take blame, or blame others when things go south? Are you going to take the time to help people be successful beyond their wildest dreams, doing things that they never thought possible? The best leaders grow their professionals, and take a personal interest in their success.
Leadership is a privilege. But it is not for everyone. Taking a leadership role without clear understandings of the organization and what is involved is a recipe for a very difficult leadership experience. More importantly, you must understand yourself, and what you are willing to do. Take the time to ask these questions, and create answers that are honest. If you do that, your leadership practice will be off to a great start, and you will engage in the practice with your eyes wide open.