What does right look like? While the question seems easy enough, the answer is often missed. All too often our human nature is to focus on what is wrong to the exclusion of what is right. Some years ago, I spoke at a Carnegie education conference. One of the featured presenters was Chip Heath. He and his brother, Dan, are noted authors. This was right after their book Switch, that spent 10 weeks on the New York Times bestseller list, had come out. In his presentation, Chip shared that a key to achieving better results is to spend more time on what is right versus what is wrong. One example he used is that in studies of high school graduation rates, a tendency is to spend most of the time researching the children who drop out, not the ones who don’t. He shared that yes, more children in poverty drop out than those children who are not in poverty. So, study the children who live in poverty who stay in school. Find out what’s different about them and how it can be duplicated in others. This rang a bell. Years ago, I was in a leadership role at Holy Cross Hospital in Chicago, and we had very low patient satisfaction. Of course, we came up with all sorts of reasons why our patient satisfaction was low, and most were things we felt we could not control. We let ourselves off the hook. Then one day we noticed one patient care unit had much higher patient satisfaction than anyplace else in the hospital. So we studied the manager of that unit, a woman named Michelle. We noticed that Michelle started each day by going into every patient room. She made sure everything was good. She came out of the rooms and complimented the staff on what she heard that was positive and coached staff when things could be better. We said to her, “We notice you visit every patient every day.” She replied, “Doesn’t everyone?” The answer was no. After learning from Michelle, we had her teach all managers how to visit (round) on all patients. Soon we had some of the best patient satisfaction in the country. Since then, I have found we leaders are much better off looking for and learning from what’s right rather than just what is wrong. This approach has many benefits. It helps us learn what drives success as well as taking away excuses. Also, it’s far more efficient to benchmark techniques and processes that have been proven to work than struggling to reinvent the wheel. Back in 2010 I read an article in the Harvard Business Review, written by Oded Shenkar, on why imitation is a better business practice than innovation. The article made the point that “97.8 percent of the value of innovations goes to imitators.”1 It just makes good sense to find and imitate what’s working well inside your own company. A few years back I was asked to speak at an organization’s sales team meeting. They had a goal to increase sales. So I started the meeting by asking the vice president of sales to point out the best of the 20 or so salespeople in the room. He quickly zeroed in on two people. I then spent time asking them several questions. Soon other salespeople did, too. Often the answers are right in the room. Yet leaders can face a number of challenges in identifying best practices and applying them to other areas of the business. One challenge, as I’ve already mentioned, is that we tend to automatically focus on who is not doing well. This is a fundamental mind-set shift that needs to happen before we can move forward. A second challenge is that we allow barriers like ego or fear to stand in the way. Our ego often stops us from asking for help. Along the same lines, fear—whether it’s fear of being uncomfortable or fear of not being able to execute—has the same effect. I have found that senior leaders in particular face this challenge. Third, we tend to relate more than compare. We think that what works for one division won’t work for another. Perhaps we rationalize that the other division has better customers, better employees, a more ideal location, and so on. This is what I call “terminal uniqueness,” and it’s an attitude that will prevent you from improving and growing. Yes, there are always differences, but there are more commonalities. The key is to take time to observe until you see what is either being done differently, more consistently, or more skillfully. Finally, most employees don’t get to observe the more successful people in their organization. I’ve spoken to educational leaders on occasion and I always note that most teachers rarely get to observe other teachers. This is true in many work areas. So, as a leader, it is imperative to study the bright spots, learn from them, and then scale them throughout the organization. Here are some tips for finding and moving those bright spots (best practices): As leaders, we set the tone for culture. We need to get in the habit of focusing on what’s going right, leveraging it, and looking for ways to do things even better. When we do this consistently, others “catch” our attitude and emulate it. Over time, this can spark a powerful turnaround for a company.
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