Leaders, win Hearts and Minds!

Every day, in every shop I visit, with each of my customers, I observe that excellence is not only something to declare: it is something to embody.

This is the challenge all leaders face: how to create a compelling rationale for improvement and share it with their teams. While formulating the rationale is essential, it must be embraced by the people doing the work. The goal is to inspire them to feel a collective desire to collaborate to better serve customers. It is about combining the rationale and the emotions: minds and hearts!

It is crucial to realize that your team makes the difference. You cannot achieve success on your own. Excellence requires approaching situations differently, and leaders should stop focusing on defining the "What" of every situation. Instead, excellence requires understanding that trust is vital.

If you, as a leader, choose to trust your people and establish an environment that encourages teamwork so that the teams can be empowered to define the "What" should be done to improve performance, then the whole organization and everyone will benefit from this collaborative effort. And you can expect unexpected results!

• Don't wait !