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BUSINESS
I KNOW YOU’RE THE BEST PLAYER ON THE TEAM - BUT THE TEAM DOESN’T PLAY THE BEST WHEN YOU’RE ON IT... By Gry Tomte
I posted this quote on my Instagram not too long ago - and had a flood of messages from business owners who have experienced - or are experiencing - a “star player” who just isn’t good for the rest of the team. You know the one. The high performer who smashes their targets every week but is always at the centre of confrontation and bad vibes. The “I’m a high performer so I’m the boss” kind of player. The one people get along with only because they’re scared not to. But you put off having that accountability conversation because you don’t want to “rock the boat”. After all, she’s just so damn profitable! Well, hate to break it to you but the boat is already swinging already. And the only thing that will create equilibrium is to set clear boundaries and paint a clear picture of what makes a successful team member. Which means first YOU have to know how success is measured. Is it measured in dollars and cents? In client feedback? In retail sales vs service sales? Rebooking? Does being a good team player come into the equation at all? Or is it an “every player for themselves” kind of situation? A while back I had a “star player”. High performer in all ways except when it comes to being a team player. She consistently had higher numbers than the rest of the team. When she was good, everything was good. When she was faced with a challenge she was like a tornado! Everyone was on edge. We were starting to get feedback from the team that they felt like she just wasn’t fitting into our culture anymore and that the once positive vibe had started to shift. Morale was going down instead of up. Time to intervene.
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Beauty Biz Year 15 Issue 2
Now, this is in a time where finding therapists is like winning the golden ticket to Wilily Wonka! I met with my manager and had a conversation about the approach. Our approach is always “we want you to succeed. This is how you succeed around here. It wasn’t the first time we’d had conversations about behaviour. So, when she yet again came into work in a bad mood and let everyone know it, it was time for “The Limit Conversation”. You know, we’ve reached the limit and here’s what needs to change in order for you to be a successful member of the team. This is the amount of time you have to demonstrate a change, and this is what happens if you don’t. Two weeks later she resigned. So, what do I want you to take away from my short story? 1. A team contains many positions. All just as valuable as each other. Think of a football team where there’s always a star kicker who kicks the goals. The one person who gets all of the glory. But a great player will always shout out the player who passed the ball and set him or her up for success. No individual on the team can succeed in isolation. It’s all about each player playing their position to the best of their ability so the entire team can win. 2. To enable a winning team, you need to make it clear what winning means in your business. And yes, I know we have financial targets to meet so we can pay the bills. But it also matters HOW we reach those targets. So, when you measure success for your team, don’t forget to measure how they behave off the field. Which means, how do they support the rest of the team.
3. Values are symbols of what’s appreciated around here. Without clearly articulated values it’s actually pretty hard to hold people to account for behaviours that don’t align with them. Obvious? Maybe not. Often, I ask business owners about their values and how those values are demonstrated. I have yet to get a proper answer. Imagine for instance two team members who have their own values one values honesty and one values loyalty. Now imagine if someone was stealing. One person might tell someone (honesty) but the other might not (in order to stay loyal). Are they both good people? Yes. But unless clearly defined behaviours that demonstrate the values are talked about and made clear, you might have uncertainty and conflict. 4. Your team is only as strong as the poorest behaviour you tolerate. Meaning, if you have ONE team member who is not aligned and not a team player the rest of your team will become resentful and think “that’s just how it’s done around here.” 5. If someone leaves because you hold them accountable to being an uplifting, values driven team player, let them be happy in an environment less focused on having a winning team culture...
For more leadership and team culture conversations please follow @grytomte
