One of the more rewarding experiences in the life of a business consultant is watching your clients write their business plans. Observing a business owner and their staff engaged in deep and meaningful conversation about mission, vision and strategy is a sight to see. During a recent planning retreat, my attention was drawn specifically to one young executive and her staff. This second-generation restorer was on the verge of creating something special, and I was intrigued.
As I approached their table, I could hear banter about employee engagement, accountability and performance, all of which are typical topics of conversation in service-driven businesses. The management team quickly turned to me with questions about how to improve the morale of their staff and maximize productivity. As the conversation unfolded, it rapidly spiraled into the weeds of policies, procedures and disciplinary actions. To avoid getting buried in details of what would have been a less meaningful discussion, I asked to look at their mission statement.