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Fueling the fire
How to get the most out of your employees
By Mark Scott
Smart Business Orange County | November 2008
Page 1 of 2
Gloria Robbins
CEO, Specialized Marketing Services Inc.
Gloria Robbins loves to
see emotion and energy
filling the boardroom at Specialized Marketing
Services Inc.
“We can have a pretty fierce
conversation going on at any
time in the conference room
with people who are very passionate about their opinions,”
says Robbins, founder and
CEO of SMS. “What we don’t
want to do is squelch their
ideas. They are bright, intelligent and successful individuals. I want that energy in that
room. It’s what drives us.”
Robbins carefully stokes the
fire within her 37 employees
to generate fresh ideas for the
firm’s clients and to satisfy the
clients’ needs, and that passion has helped drive the
direct response marketing
company to 2007 revenue of
$10 million.
Smart Business spoke with
Robbins about how to spark
your employees without losing control.
Q. How do you motivate
employees?
In leading people, you really
need to listen to them. It’s
amazing what you’ll find out
not just about your clients but
also about your employees
when you listen. It’s all about
listening to them, hearing
them and acting upon what
I’m hearing.
Close your mouth. You can’t
really assess a situation and
what’s really going on unless
you are listening to someone
who really knows what is happening. Instead of just saying,
‘OK, here is the problem, I
have heard this much of it, and
I’m going to give you the
answer and the solution,’ what
I do is I listen to them.
Come to me with what the
challenge and problem is, and
then I’ll do what every good
leader should do. Ask how
they see the solution and what
they would do. After assessing
it, I have to make a decision if
their solution is correct or not.
If you give people an opportunity, they will come to you
with a solution. When they are
in the fray and you are listening to them and you’re allowing them to talk, normally they
will come up with the correct
solution.
Q. How do you make
yourself approachable?
If you’re sitting back,
you’re approachable,
and your arms aren’t
closed and crossed. If
people feel you are
open and honest with
them and relaxed with
them, they want to
open up and tell you
what’s going on.
They don’t feel fearful
walking into your office.
If you listen to them, it’s
amazing what you will
find out when they just
stop in to talk with you.
Make eye contact with
them. Welcome the conversation and ask a lot of questions.
