During the discussion he turned around and started blaming me and the others for the poor performance of his business.  While I have never claimed to have all the answers, i was a little taken aback.  Was all the information we have provided him wrong or was something else at play?

One very common human trait is the inability of people to take responsibility for their own actions.  People always look for someone else to blame when things don’t go to plan.  It is so much easier to look for an external reason for things rather than to do what feels infinitely harder, and look internally at what they have or have not done.

This is no difference in businesses.  Everyone who runs a business is able to come up with the perfect scenario.  They plan for products, build sales plans, hire people, and so on.  Each of these are easy in theory but more often than not fall over in execution.

When looking at why things didn’t go to plan, the most important thing to do is be realistic and honest in your assessment.  Before blaming the market, the competitors, the customers or anything else, look at how well you have executed and how real your expectations were.  More often than not you have aimed too high and not executed as well as you could.

After a few questions and a long discussion it became clear that his expectations and reality were a mile apart.  In addition it became clear that his approach to execution was a little flawed and some of his hiring decisions questionable.  While looking in the mirror was a little unpleasant he realised that lashing out at those around him not only was wrong but alienated those that could have helped him.

It is only by truly understanding that we can possibly learn.

This is achieved through a number of things.

Language – The language used in the business can help shape the culture.  I think you need to be positive, open, honest, up beat, responsible.

Attitude – the leaders of the business will set the vibe for the business.  You attitude determines what is acceptable behaviour.  In business, everything is transparent.

Communication – How you communicate and what you communicate is very important.  Email begets email, phone calls beget phone calls and so on … live the way you want the organisation to live.

Presence - it is important that the leaders of the business have high visibility in the business.  This presence will ensure that the right cultural messages are communicated to the broadest audience.

In short, live the life that you want all employees to live.  Be open and honest and they will be open and honest.  Have a closed door approach and they will say nothing (and probably resent you).

We have no offices anywhere (except meeting rooms), we have open discussions about the business, and we foster an environment where great people rise to the top.  I hate politics and everyone knows it.