Do you really have a TEAM?

9:27 AM
Temecula, CA 92593
P.O. Box 1817

Hey

Sorry I'm a little late on the post, but I've been really busy.

No excuses.

Let's get started.

One of the keys to creating a culture of exceptional customer service is having a true team.

Only about 10% of all organizations ever reach the ultimate level of teamwork and cooperation. That number applies to chiropractors, WalMart, and even a wine dealer.

The Dallas Mavericks are one of those teams!

Their performance in the playoffs was a constant display of selfless actions and looking out for fellow teammates.

Despite the obvious bias and wishes of the TV announcers, Dirk and company beat one superstar team after another. No one thought it was possible to beat the Lakers, especially in straight games. Remember I'm in California and the Lakers rule here.

Then they extinguished the Miami Heat who thought they had assembled an unbeatable team of high-priced superstars.

So how did the Mavericks take a team of players from radically different backgrounds and with what some labeled as “average” talent and win it all?

It was through incredible teamwork.

Let’s look at several key factors that contributed to the victory.

1. They Spread the Load. Even a talented player like Dirk Nowitzki is bound to have an off night. Just when it appeared he was a bit off on his shot, other players like Jason Terry stepped up and had the game of his career. Dirk knew he was off and shifted his game to one of assists and defense, letting his teammates "grab" the spotlight.

2. They Celebrated Success. The Maverick stars, when interviewed by the media following a win, would deflect the credit to other members of their team. I never heard them saying “I did this” or “I did that.” It was always about the team. This was never as obvious as it was when Mark Cuban gave the honor of accepting the trophy to former owner and founder, Don Carter.

What a class act!

3. They Believed in Each Other. Unlike some of the other NBA teams who went down in the playoffs, the Mavs are not full of individual egos who were only concerned about their own stats and image. Every member of the Mavericks respected the skill and contribution of each other. They knew how important the players coming off the bench would be to make their ultimate goal.

4. They Kept Focused on a Common Goal. Even after shocking the sports world and sweeping the defending champion Lakers, the team limited their celebration knowing they were not done yet. The owner and the coaches reminded them that everything they worked for from the preseason to this moment was to win it all. They were focused!

Rick Carlisle, the coach of the Mavericks, made the following statement in a Sports Illustrated article: “They have made a statement. It’s not about our team but the game. Playing it a certain way. Trusting the pass. Believing in each other. Our team is not about individual ability; it’s about collective will, collective grit.”

Does your team (employees) have what it takes to win the “championship” in your industry?

It starts with leaders who are willing to serve their employees and communicate a vision for the goal of the team.

Next you hire employees who care more about each other than themselves.

Finally, put processes in place that encourage teamwork and are flexible enough to allow teammates the freedom and creativity to jump in and assist each other when possible.

You should be focused on two areas: 1) Customer Service and 2) Leadership. Any organization can do a good job in these areas, which means they will ultimately be successful.