Ryan Lochte, it seems, has been given a chance to redeem
himself to the American public by “Dancing With The Stars.” I for one, don’t intend to give him that
second chance.
Ryan Lochte embarrassed not just himself, but his team and
his Nation on the International stage known as the Olympics. Once caught, he didn’t even have the decency
to apologize or take true responsibility.
He vandalized, he fabricated, and he lied. Ryan Lochte’s behavior is noteworthy beyond the
Olympics – because within this incident, is a lesson to be learned for all
businesses.
The Lochtes of the world exist in every industry. You know who they are. The marketing genius, the legal whiz, the one
who breaks sales records month after month.
They are the champions of their business – and the ones whose bad
behavior gets a pass.
This isn’t about a single incident or indiscretion. This is about on-going, escalating, and potentially
reckless behaviors. Behaviors that are
largely ignored because the benefits (increased sales, new clients) seem to
out-weigh the drawbacks. And in the
short term they may. But high employee
turnover, poor morale, damage to the reputation of your business, all have a
far greater impact than a quarterly sales bump.
I don’t know Ryan Lochte, but I am certain this was not his
first mis-step. The crime, deception,
and repeated lies to cover it up are not the act of a first time offender. These are the actions of someone who
believes they are untouchable and above the rules. Someone who has been given a pass or a slap
on the wrist, but has never been forced to suffer the significant consequences which
teach us to adjust our behavior.
Who is like this at your company? How can a business “Lochte-down” on such
problem behaviors?
1.
Honor the business by building a culture that
values long term successes over short term gains. Especially where sales numbers or
share-holder returns are important, it can be easy to become
short-sighted. Remember, the damage done
by a tarnished reputation is far more devastating and lasting than a quarterly
win.
2.
Address problem behavior every time. Especially when there is a pay-off for the
business. Yes, you closed a big deal,
won the big case, or thwarted the competition, but if these wins came
unethically – they aren’t really a win.
And to ignore the problem behavior suggests that it is condoned, or even
acceptable. Every member of the team
will become aware of what the company values, and will either jump on that
band-wagon (like Lochte’s teammates), or leave the company.
3.
Hold them accountable. Have and maintain high standards of
behavior. If an employee behaves
inappropriately – be it toward another member of the staff, with a client or toward
a competitor, have an action plan for dealing with it. This may include a write-up, suspension
without pay, even termination. Keep in
mind, without a consequence or down-side, most problem behavior will not
change. Ultimately it is the company
that models the behavior others will follow – by demonstrating what is and isn’t
acceptable.
Side-note: Handle consequences, and even termination, with
a level of respect that makes the person want to improve. (See my article on Off-Boarding.)
4.
Engage in coaching. Perhaps you can’t bear to lose a champion of
your team no matter how bad the behavior has gotten. Address the behavior directly by bringing in
a coach and being crystal clear with the concerns and objectives. This builds on #2 (Address problem behavior)
because there must be honesty about the reason for the coaching if you want it
to bring about change.
5.
Speak of the integrity of your business – and
demonstrate the sincerity of that message.
Employees want to hear a positive message - one they can stand
behind. They also want to see actions
that back up the words. They will take
notice when positive and appropriate behaviors are rewarded, just as they do when
challenging behaviors are condoned.
Each organization must find its
own place of pride, just as each Nation does.
The strength of many, can be overshadowed by the mis-steps of a
few. Take steps to "Lochte-down" problem behavior, before it impacts your bottom line.
