Just recently I conducted a Goal Mapping workshop and ran several individual coaching sessions where we have had to define the values and beliefs – both for the organisation and the individuals being coached.
We discussed the behaviours that would best represent alignment with each of those values and which behaviours would not serve the business or the individual. One value that consistently appeared on the list was ‘being authentic’, ‘the real deal’, ‘sincerity’ and what intrigued me from the ensuing discussions was that almost everybody could show areas in their business and personal lives where the reverse of being authentic was the norm – negative authenticity – and this reversal was affecting relationships, credibility, respect and, for one particular businessman, a downturn in sales.
For example, just the other day I purchased a Xmas gift for my great-niece from a respected on-line company. No problem with their service and they promised delivery in time for Xmas. The next day I received an email letting me know the parcel had been despatched. Good so far.
But, the parcel didn’t arrive. No card from the courier, no ‘phone call, no email, no returned calls, nothing. The company had positioned their brand as being ‘a market leader’, ‘credible’, ‘trustworthy’ leaving customers with little doubt of their commitment. Yet the actual delivery of their business, their lack of communication and poor performance of systems had failed my simple order for a small Xmas gift and no doubt other customers’ orders too resulting in a less than satisfying customer service experience. This is a demonstration of how in business we can be incongruent with our values.
When this occurs, the credibility of the business is tarnished and vulnerable rather than being empowered. Reputations can be torn to shreds – I wonder how often poor customer service is being experienced in transactions at this time of year?
The result of my experience and the conclusion we drew from my workshop is that sometimes it’s difficult to trust and have faith in a business or an organisation or an individual – even a loved one – if they just don’t do what was promised or fulfil expectations or that they don’t respect or care enough to follow through. And if they do deliver the goods, products or services, is it of the quality that we were promised or are there any nasty surprises?
Establishing a value for your business and its employees is only the beginning of the process. Defining and agreeing the behaviours that represent your alignment to each value is the critical work and where there is unfortunately a lack of attention. My workshops help businesses review their goals on a regular basis with the whole team to identify what are and what aren’t aligned behaviours. This approach sets the basis for a sound business foundation where responsibilities and outcomes are clearly defined. This is authenticity at its best.
Creating authenticity, sincerity, the real deal requires genuine intent, consistency, tenacity and the commitment to being bold. The experience of a business or an individual in ‘authenticity’ is both empowering and rewarding for all concerned.
Our guest blogger Helen Varey is a Positive Change Coach & Mentor, at beyondbigbones, 43 Runnymeade, Swinton, Manchester, M27 5WA www.beyondbigbones.co.uk
