Don’t Blink.

Managers tend to get caught up in the big, structured, scheduled acts of management.  The weekly sales meeting.  The monthly one-to-one conversations with your direct reports. The performance reviews.  We think that if we plan and execute these well enough, we will have managed…and that the stuff that happens in between will take care of itself.

There are also parents who focus only on the big vacation or attending the school play or coaching the soccer team on Saturday.  Sure, all that stuff is important, and you should get it right.  But you’ve still got to be there for your kid and for your employee in the moment.  Most of the great opportunities to manage aren’t scheduled; they come and go in the blink of an eye.  The problem that’s just arisen.  The firefight that’s just broken out between two of your team members.  The out of control email discussion.  The moment of self-doubt that your seller is experiencing.  You can’t plan for all of them, but here are a few of the great moments broken down.

This week’s Drift is proudly underwritten by Salesforce DMP. Salesforce DMP allows you to capture, unify, and activate your data to strengthen consumer relationships across every touchpoint. Find out more here.

Slow it down.  What your employees bring you is often important, always urgent.  You’ll always deal with the situation better if you buy a little time.  “I know this is important.  I need a little time to work through it with you.  Let’s meet at 2:30 today for a few minutes.”  The lack of instant gratification is a good lesson all by itself.

Give homework.  While you’re slowing things down, force your team member to do some of the critical thinking.  “When we get back together, please bring me two possible solutions to the problem.”  Not one, two.  Making them consider a backup plan is forcing them to engage in critical thinking.

Break it down.  The big, hairy problem that’s plaguing your team member is actually a bunch of little problems and dependencies stuck together.  A great manager doesn’t just cough up a solution: she takes the time to break it down and force a conversation on how we’ll get to a solution.

Ask how they’re doing.  Then ask again.  Whether it’s during an issue-based exchange or just on the spur of the moment, hit the pause button and ask your employee how he’s doing.  And then, after he give you “fine,” ask again.  Ask what he’s excited about.  Ask where he’s challenged and where you can help.

Be fully there.  In these or any exchanges with team members, remember that attention is relationship currency.  You buy their engagement, belief and performance with your full attention.  If you’re perpetually distracted, multitasking or checking your phone, then your currency becomes virtually worthless.  Your managerial superpower goes unused.

Your moment to be a great manager is here.  Don’t blink:  you’ll miss it.

Towering Babble.

Towering Babble“You get delegated to those you sound like.”

I don’t know the origin of this quote – it was said to me in passing during a workshop – and there seems to be no accurate attribution online.  To those of us in the digital advertising and marketing business it may be the best anonymous gift we’ll ever receive.  It’s also a cautionary tale.

“You get delegated to those you sound like.”  I’m in my 20th year in this space and have watched as generation after generation of digital executives end up in frustratingly narrow conversations that lack vision and curiosity.  They come into this world filled with enthusiasm and perspective only to be met with a pervasive incrementalism.  Ironman, meet Dilbert.  But perhaps it’s just a case of us being sent off to those we sound like.

This week’s Drift is proudly underwritten by PubMatic. With PubMatic’s platform, publishers have the ability to offer their inventory to over 400 global Demand Partners – ad networks, demand side platforms, ad exchanges, and agency trading desks – and have on demand access to all the software, tools and services they need to realize the full potential of their digital assets.

The Futurists.  We love the future so much that we think and talk about it constantly.  Obsessed with the next version, the next feature, the next paradigm, we’re delegated to talk to those in the lab, the think-tank, a world of “pilot programs” and “learning.”

The Geeks.  Instead of simply stating the time, we go on and on about how the clock was built.  The customer with the big problem and the big check can’t keep up.  So we’re delegated to the ops team or the CIO.

The Savants.  Our knowledge of the technology, the space, the principles is so impressive that mere mortals can only sit slack-jawed in the light of our brilliance.  So we’re delegated to whatever “specialist” (with no budget or authority) who seems like they’d know what the hell we’re talking about.

The Accountants.  A penny saved is a one-way ticket to the bottom.   Talk enough about making it cheaper and find yourself locked in a room with the person whose only job is to make it cheaper.

The Direct Marketers.  I’m sure that somewhere, someday, someone gets rich talking about last-click-attribution.  But to those of us in the other 99%, there’s only the suffocation of the DR model.  And we don’t even really end up talking to anybody.  There is only the spreadsheet.

Read your emails, tape your phone calls, examine your pitch decks and listen to your own voice during your sales call or business meeting.  You just might hear the sound of the customer you’ll be spending the rest of your career with.