Leadership Professionalism – Episode 13

Audio Posts

As a leader, you will encounter days when your calendar will be filled with commitments. Expect it. Then a request will come for your company to do work for a potential client. You know your company will not even have a chance to do the job for that person. What should you do? If you refer him or her to one of your competitors, you might never gain that person as a client. On the other hand, if you promise service that’s unrealistic, or if you lead the person to believe things will be OK until you have time to do the job, the problem may grow and make the potential client very unhappy. Both scenarios could have been possible in a situation I recently experienced as a client. Listen to this episode to find out which way it went for me.

Where do leadership knowledge and education come from?

Of course, leadership education can come from books, classes, and on-the-job training. However, if you keep your eyes open, opportunities and examples will present themselves in situations you encounter in daily life. I recently had an issue with leaking pipes at my house during freezing weather, and I knew I needed to call a professional. The difference in the responses of professionals whom I called for help was very enlightening. My learning in this off-the-job situation underscored some interesting principles for leadership professionalism. Catch this whole episode to hear which professional I respected the most.  

Emulate the practices of professional leaders like these.

Tell the truth. Don’t embellish facts or mislead the client by giving false hope that you can handle their problem when you can’t. When you don’t have the capability or time to serve the client, refer him to another reputable business that can meet his need sooner. Then, don’t hesitate to even promote those other businesses above your own if they will meet the client’s needs better or sooner than you can. This kind of honesty and support of your colleagues will only help your own business. Why? Because customers will be able to tell that you truly have their best interest in mind. That will make them want to come back.

What does leadership professionalism look like in practical terms?

Never put down someone who works with you or others in your industry. This is different from professional criticism which may be needed to help an employee or colleague improve his or her performance in some specific way. But if you don’t have knowledge about specifics, and have no good reason to speak negatively, don’t. And don’t tolerate it from people under your leadership either. That kind of negative talk has a way of coming back to bite. I’ve seen that happen consistently. Conversely, when you take genuine opportunities to speak positively about your competitors, that will return to you as well. There will be times when they refer clients to you.

When you can build up your competitors in the minds of potential clients, it will actually benefit you too.

When I recall how I was treated by those three different plumbers in my emergency situation, I have great respect for all of them. Plumber A referred me to Plumbers B and C when he couldn’t take on my job. Plumber B had great things to say about Plumbers A and C, and he couldn’t commit to my job either. Plumber C handled my need very professionally. Because of the way they networked and promoted each other, my trust for all of them grew. I am confident that I could refer any of my friends to any of those three plumbers. When you combine excellent service with honesty and promoting competitors you respect, your reputation as a professional leader in your industry will only grow.

Outline of This Episode

  • [1:30] Where do leadership knowledge and education come from?
  • [1:52] Example of my own learning when I needed a plumber at my house
  • [4:00] How “Plumber A” handled my need professionally when he was booked
  • [6:20] “Plumber A” increased my respect for him by referring me to other plumbers
  • [11:20] “Plumber C” describes how the networking between Plumbers A, B, and C enhances all of their reputations.
  • [13:10] Example of how a service-minded boss maximized his employees’ time
  • [14:33] Summary of professional qualities of Plumbers A, B, and C
  • [16:11] What does leadership professionalism look like in practical terms?

Connect With Terry at 180 Mentoring

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