Offer no excuse
"What's the maximum effective range of an excuse soldier?" "Zero sergeant!" U.S. Army Drill Sergeant
"Sorry I'm late for the virtual meeting, my computer was acting up." Heard this before? Ever said it yourself? It doesn't work. You (or they) should have tested the computer before the meeting. If you tried to sign on earlier, you would have discovered the problem early enough to fix it. These are actually the thoughts which run through the heads of people on the receiving end of these excuses but rarely do they call out the behavior. There certainly are scenarios (multi-car accident, family emergency, etc.) where a person has a legitimate reason for being late, wrong, or unprepared, but those scenarios are the exception, not the norm. So too should excuses be the exception, not the norm. Most excuses hold little weight and, moreover, they marginalize the person (especially a leader) or organization offering them.
We offer excuses mainly in response to our ego, which desires to shift blame. Of course we cannot be in the wrong so it has to be something or someone else! My years in the military trained excuses out of me. Lives were at stake so it was our responsibility to leave little if nothing to chance. As military leaders we invested time working through all of the possible scenarios, the risks which could lead to failure. Then we mitigated them. When in error, we would mea culpa, "boss, I'm completely at fault here." Almost to a fault we took ownership. 5-car pile up? Should have had an alternate route planned or departed earlier. Computer problems? Should have had a backup computer. This is called ownership. Own your shortfalls. Never blame them on other people or things. And always prepare for Murphy.
Excuses slide off the tongue quite naturally. Confess the sin, offer the excuse. It takes discipline, empathy, and a greater level of consciousness to overcome our excuse default button. In my small business we've gotten a few things wrong. Without discipline, consciousness, and empathy, I would offer excuses to my customers such as, "we're swamped" or "the supply chain is slow." Statements (excuses) like these would tarnish our reputation. I work hard to see through the lens of the customer (yes they can be wrong) and when we have erred we own it. I'll tell them quite plainly, "I offer no excuses." It's the only way.
Do this as a leader. It starts with you. Set the example by offering no excuses. Set this tone with your team. Do so by creating and fostering a healthy work climate and building trust with your people. Do it. Don't let your computer or traffic get in your way. If they do, offer no excuse.
Make it Personal!
Rob
Rob Campbell