Put your people first. Good things will follow.
I’ve loved nearly every minute of my 22 years as CEO, despite the inevitable challenges and stresses that come with the job.
That’s because it came with the opportunity to work with talented people who have a shared vision for success. Thankfully, I learned very early in my career that it’s paramount to surround yourself with employees who work with purpose and passion every day, but who also bring new perspectives and challenge convention. There’s an old saying that I took to heart: if there are two people in a room and they agree on everything, one of them isn’t needed. Diversity of viewpoint organically challenges the norm and results in positive change and success.
Another lesson I learned early was to do what’s right for customers (in our case, members). By keeping those you serve front and center, and placing their needs ahead of profits, good things will follow. If you try to grow for growth’s sake, you inevitably take your eye off what’s most important and miss the mark. Sales and growth suffer, and customer satisfaction wanes. On the flip side, customers innately respond by doing more business with you when you keep the people-before-profit principle front and center.
And a huge part of the people equation is your employees. It’s equally important to continually develop employees—and free them to do what you hired them to do. That might occasionally invite trouble, but by and large will create a culture of trust, fostering innovation and achievement. And when success does come (and it will), it’s so important to pause to recognize it and celebrate it. Giving your organization credit when things go well is a great way to infuse even more energy into future endeavors.
Finally, I’ve seen too many CEOs try to single-handedly control all aspects of their business. This is a recipe for disaster. They ultimately run themselves ragged, get in their own way and damage their brands. Stay in touch with your employees, but give them room to thrive. That keeps you engaged without micromanaging.
Leaders can struggle with this because they feel pulled in a million different directions and yet feel isolated simultaneously.
Perhaps the best way to strike a balance is to create a support infrastructure outside of the office with trusted friends, a pastor, a life coach—and in my case, quite fortunately, a spouse who patiently and supportively went on this crazy ride with me.
She’s been my rock, and together, we raised a family that will be our real lasting legacy. A wonderful family and network of friends will leave you blessed beyond measure, and any business success that follows will literally be icing on your retirement cake.
