President and COO at Skyhawks Sports.
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If I had to sum up in one word what creates, sustains and grows good business, it would be people. That includes leadership, a cohesive team and satisfied customers. Inviting folks who are competent, passionate and dedicated to become part of the team should be priority one and the core of your operation. People are the long-term investment that contributes to your culture, performance and profit.
In a time when AI and robots are penetrating business and everyday lives, remembering the importance of creating human connections is pivotal to success.
Creating Connection
A Gallup poll shows that 75% of Americans believe artificial intelligence will eliminate jobs. I stand firm that AI should enhance jobs and forge new opportunities, not take them away. Because what AI cannot provide is relationship building.
No machine can replicate the intrinsic need we have to bond with other humans. As leaders in business, we must emphasize making connections as a means to create a positive culture where employees can develop and grow. When an employee feels unattached, undervalued or unacknowledged, you give them no reason to stick around. This attrition is costing U.S. businesses $1 trillion annually. But beyond your bottom line, losing talented people means a loss of innovation, collaboration and team spirit.
As the president and COO for a youth sports franchise, I've found that the key to proliferation is creating connections and building relationships. This principle impacts every level of our organization, from our leadership and franchise owners to coaches, children in our programs and their families. We try every day to live our mission to teach kids life lessons through sports.
Taking a page from that playbook, grown-ups need to be reminded of the fundamental lesson to embrace fostering bonds with others.
Going Back To Basics
I think at times we need to reaffirm proven strategies. What’s worked for my company are three simple, but powerful, principles.
1. Adaptability
Undoubtedly, it’s been a challenging few years, with unprecedented changes. Being hit with a historic pandemic had dual consequences, wiping out some businesses while propelling others. These events have made all of us collectively stop to reflect the changing landscape that we’re seeing in business.
To properly pivot means assessing the needs of your team and customers and making strategic restructuring based on those insights. For example, as a national franchise, we’ve been using teleconferencing technology for many years, but as a result of the pandemic, we’ve accelerated those options for remote or hybrid work schedules, helping us evolve into a more cohesive team. We much prefer face-to-face conversations—I suspect most people do—but in light of the growing trends to accommodate geographical distances, we are able to create those much-needed human connections with the help of technology.
A McKinsey study indicated that 87% of people who have the chance to work a flexible schedule take it. If your business is structured to acclimate to this new environment, odds are, it will perform better. Remember, adaptability is an ongoing process, not a checklist.
2. Communication
I like to think that each day I and my team try our best to live our company mission. For every decision we make, the messaging we convey internally and externally reflects our purpose and why we exist as a brand. The clarity of our messaging serves to build trust and connection with our team and our customers.
But effective communication involves both speaking and listening. That's why we place a strong emphasis on encouraging feedback. Not only does this open the door to new ideas, but that in turn creates a culture that shows our team and customers that they are valued and an integral part of the building of our brand.
Listening to opinions and voices different from your own is eye-opening. For example, the sports programs we develop directly correlate to market demand. We invite customers to suggest what sports they want in our lineup. This approach has resulted in tangible improvements, including our recent addition of pickleball for kids who are beginners to the sport, which was a direct response to requests from parents.
A culture of open communication shows each team member that they are heard and appreciated, which makes them feel connected to the organization. The added caveat is that practicing listening exemplifies that your company is willing to take risks and try innovative new ideas.
3. Development
People want more than a place to be eight hours a day rewarded by a paycheck. They want purposeful work that develops their skills.
Smart employers want to open growth opportunities to employees, not simply to have a better trained workforce but to have a satisfied team. Development improves performance, engagement and retention. A Pew Research Center survey discovered that lack of opportunities is a key component to why people quit their jobs.
At my company, we strongly believe in a combination of mentorship, skill training and formal education to enhance our team. One of the most rewarding experiences I have is when a team member has the confidence to approach leadership and ask for a chance at a new position or express their desire to attend trainings. That says to me they are connected and want to grow within the company, which helps us advance our mission.
Success In Business
There are many schools of thought and strategies around how to make a business successful. My belief is that your people are your biggest asset, and building connections is integral to success. People can contribute to a business far more than AI or robots because we have the capacity to forge relationships, develop and grow, becoming powerful resources in an organization.
Investing in your people makes them more engaged, satisfied and innovative, improving their potential and your brand. A culture of putting people first builds your foundation and your purpose.
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