Tuesday, March 24th, 2009
WE TALK ABOUT IT. DO WE DO MORE?
This morning I have been reading an interview with Herb Kelleher, the legendary founding CEO of Southwest Airlines. Much has been written about him and the airlines success. I, of course, put the CPA firm twist on it as I do with about everything I read.
Today, I want to cover just two points from the interview: People first and strategic plans.
Southwest built their success on their people. People first, customers second and stockholders third.
During the last several years, I have heard these same kind of statements coming from CPA firm owners, “People first!” has been the battle cry for attracting people to the firm and keeping them. It has been a battle for talent and to win “the best place to work” award in their marketplace.
As all of this “best place to work” hoopla has been going on, I was and still am, not convinced that it was really how the majority of the owner group felt in many firms. Firms attracted bright, creative, passionate and excited accounting grads and very quickly turned their personalities into more traditional, accountant-type behaviors, watching time in the job and achieving the expected billable hours.
Kelleher says, “the tangible things your competitors can go out and buy. But they can’t buy your spirit. So it’s the most powerful thing of all.” I have seen SO many people inside CPA firms who truly “have the spirit” but, it’s not as widespread as it should be or could be. This Kelleher quote might cause you to think about your own firm….. It’s not a programmatic thing. It can’t be. It has to come from the heart, not the head. If it’s programmatic, everybody will know that and say, “Hell, they’re not sincere; they don’t really care, they’re just telling us that they care.”
In CPA firms, I continue to hear that the partners talk the talk but don’t walk the walk. The team can see it very clearly, just ask them.
As we face a year when firms will be cutting expenses in an effort to maintain profits, I encourage all of you not to lose sight of what you are providing to your clients – - – you sell skill, you sell people. Do more this year, rather than less. Continue your “people first” activities (some firms are cutting out food, travel, training and even mentoring programs).
Don’t spend the remainder of the 2009 meeting, talking, planning then procrastinating. Adopt Kelleher’s view – - “We have a strategic plan. It’s called doing things.” Use your retreat this year to make a simple list. I call it an Action Plan. Then DO THINGS!
“A company is stronger if it is bound by love rather than by fear.” – - Herb Kelleher
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