Mindset & Credibility | Service with a HUG®

Creating the conditions for Service with a HUG to happen naturally

Reading time: 4 minutes

In the book, I encourage anyone who is on the front line serving customers to be a ‘Corsican’. In other words, a mindset of ‘Course I Can’.

I heard a wonderful example in the past week.

Ian Holloway is manager of Swindon Town, the football team I support. It’s been a very challenging week for the club, for the team and for the Manager.

Strong leadership is called for at a time like this and Ian knows how to do that, having managed over a thousand professional games.

Are you walking your talk like this?

In his pre-match press conference, he shared a story from the week’s training sessions. The question he asked his players was, “From 25-30 yards away, can you kick the ball and hit the crossbar?”

Course I can. Like this… and he did it. Not once but six times in a row, without missing.

The players asked, how do you do that? Here’s what he said.

“Just trust yourself… if you believe you can do it, you can do it. I’ve learned how to do this with the mind. Life’s about what you think and those thoughts turn into things”

What is your equivalent?

Where are you asking your team to do things you aren’t demonstrating to them?

Do you have credibility with your team? Imagine the respect Ian Holloway earns from those (much) younger team members. He’s saying, “Let me show you… like this…”

If a team member comes to you and asks a question about how to do something, don’t tell them.

Show them.
Practice with them.
Coach them.
Let them know what they are doing well.
Develop their mindset.
Show them how to do it better.

This approach not only builds their skills but also their confidence.

Can you do that? Course you can.

Is it worth it? Course it is.

If you’re curious to see the press conference with Ian Holloway from last Friday, here’s the YouTube link.

That’s it for now. All the best,

Andy

PS I wrote this article immediately before the next game in which, due to injuries, a much depleted team was fielded. They won the game 2-1. Course they did. Mindset. Credibility. Leadership.

PPS If this subject excites you, let’s have a conversation. Feel free to get in touch.

Visit the blog for previous articles:

1. Introduction

2. What you focus on grows

3. The power of appreciation

4. What do you expect?

5. Agreements

6. It’s a journey

7. Distraction

8. Conflict

9. Slowing down to get more done

10. Feed forward