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challenge

Customer Service: The X Factor

by Jen Kuhn on August 22, 2011

Revolve your world around the customer and more customers will revolve around you. ~Heather Williams

There are 6 levels of customer service:

  1. Poor
  2. Service Recovery
  3. Neutral
  4. Good
  5. Excellent
  6. The X Factor

Let’s talk about Levels 5 and 6.

As consumers, when an employee does their job well, we typically consider that excellent and exceptional.  The Experience Factor says, “Raise your standards!”

Excellent service is a bit rare, like spotting a Northern Hairy-Nosed Wombat.  It occurs when you, the customer, experience a level of service that is not only exceptional, it’s unexpected, welcomed and memorable.

The X Factor is when a business or employee delivers a level of service that leaves the consumer in awe.  The X Factor is when a business or employee makes a conscious effort to exceed your expectations, provide a personalized experience and excel at every touch point.  It’s about a 1% difference between excellent and X Factor.  It’s an employee mindset: always looking for ways to take it up a notch, to make the difference.  The X Factor is the rarest of service experiences.

Ask our clients: we are educated consumers who have high standards. It’s our job to educate our clients in order to take their service to the X Factor level (that’s level 6! I haven’t even achieved that level with Angry Birds!).

When was the last time you experienced X Factor service? Was it really the X Factor, or was it just a “given”?  Throw some examples at us!  And what about your business…do you have the X Factor?  We will give you our opinion.  And remember, we can agree to disagree, as long as you know we’re right!

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What’s the Point?

by Jen Kuhn on April 26, 2011

The wisdom of children never ceases to amaze me.  During an Easter egg hunt, my six year old niece was on the prowl to find all the hidden eggs.  She knew there were four eggs yet to be discovered.  I noticed her boundless energy and delightful smile that always seems to have a hint of mischief behind it.  In my adult-like ignorance, I stated, “Wow, it’s really tough to find these last four eggs.”  She looked at me and stated, “That’s the point.”

How often do we overlook the obvious in search of something else?  Is it a quick fix, a way to speed up the moment, an overlooked opportunity?

So today, I challenge you (and myself) to ask, “What’s the point?”

Leaders: Are you telling employees answers rather than allowing them to discover their unique solutions?

Teachers: Are you counting down the days until summer break rather than embracing this opportunity to leave a lasting impression on the youth in your classroom?

Employees: Are you watching the clock rather than sharing your individuality with those you encounter and issues you address?

Students: Are you counting down the days until summer break rather than investing in your future by living in the present?

Nurses: Are you complaining about the needs of a patient rather than giving the gift of your knowledge and empathy to those who’ve entrusted you with their lives?

All of Us: Are we going through the motions despite our underlying awareness that we only have today?

Once we can answer the question, “What’s the point?”, our opportunities are endless.  What’s your point?

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Leaders Unexpected

by Jen Kuhn on January 3, 2011

“Hope is like peace.  It is not a gift from God.  It is a gift only we can give one another.” ~Elie Wiesel

There is much discussion about leadership, the characteristics of a leader and entire blogs, books and businesses dedicated to the topic. The tendency is to focus on people in positions of leadership, with titles that ooze authority: CEO, CFO, COO, Executive Vice President, District Regional Manager of the World, etc.  The debate lingers on whether the titles parallel the behaviors of a leader, with many sidebar debates thrown in for good measure.

As Kelly and I reflected upon milestones of the past year, we kept returning to one particular client.  We were asked to facilitate a 4 hour leadership seminar to a high school student council consisting of 48 students. I had a conference call with two of the advisers: Principal of St. Francis DeSales High School, Dan Garrick, and Community Relations Director, Karen Cofojohn.  The conversation started like most initial client contact calls: a needs analysis, logistics, primary expectations for the session, etc.  And that’s where the similarities ended.

Dan and Karen lured me in with their calm demeanor.  Suddenly…shazam!  Their ideas and aspirations for these students were unending.  They wanted them to have an experience that would alter how they viewed their role in student council, taking it from a faculty/adviser driven group to the lofty status of student government.  That is a huge leap…in 4 semesters, let alone, 4 hours!  Student governments are just that: governed by the students.  That requires a level of leadership, commitment, effort, and awareness not often attributed to an average group of high school students.  Many schools claim to have a student government, but typically they are just glorified student councils.  It’s not a question of semantics, it’s a matter of culture, behavior and leadership.  By the end of the call, Dan and Karen had me raring to go…until I called Kelly.  Reality check: we have 4 hours.

Well, we are The Experience Factor.  Let’s create an experience. And let’s get some more coffee and Diet Coke…STAT!

As Kelly and I prepared the room at the site of the event, a yellow school bus loomed in the distance. Students came filing in, loud, excited, eager.  The first thing we noticed: students asking, “How can we help you?”  Seriously?  We facilitate events with adults all over the nation and that is rarely the first question we hear.  It’s usually, “Are we getting lunch?”  These students didn’t even flinch at our assigned seating!  For most of them, having just been elected, this was their first time meeting each other and we were already challenging their comfort zone.  Not a single complaint.

These students created an amazing experience…for us.  They opened our eyes to the possibilities of the future of leadership.  They demonstrated and verbalized insights we had not imagined.  They were able to identify people in their own lives, and throughout history that represented the qualities of leadership to which they aspire.  They mentioned parents, teachers, mentors, coaches, historical figures, neighbors, relatives…the type of leader they want to emulate.

They participated in discussions, activities and challenges with enthusiasm, willingness and courage.  These students represented the ideal characteristics of leadership.  The most exciting thing about the session was literally their excitement!  Imagine a company filled with employees dedicated to making every moment of the day an event, an experience, a representation of their best self.  That’s what these students accomplished. We gave them tasks to complete: they did so with creativity, collaboration and energy.  We gave them questions to answer: they did so with openness, transparency and wisdom.  We gave them challenges to test their comfort zone: they did so with trust, courage and integrity.

Many of these students will one day hold a title that signifies a position of leadership and authority.  Our hope is that they remain true to their current selves, do not become jaded by corporate policy or seduced by power.  Leadership starts early.  Excellent leadership starts at schools like St. Francis DeSales where they are committed to the growth and development of students who will live with integrity and act with compassion.

Our thanks goes to each of the students that participated in that 4 hour session.  They renewed our faith in the possibilities of expanding the dialog of leadership to a younger generation.  And most noteworthy, they gave us hope.

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Stop TOUCHING Me!

by Jen Kuhn on November 15, 2010

NOTE from The Experience Factor: If video continues to be blocked by The Tribune: video can be seen on YouTube by searching “TSA Molests 3 year old”.  We are making no accusations; that is simply how to find the video.

“Nothing in the world is more dangerous than sincere ignorance and conscientious stupidity.” Dr. Martin Luther King, Jr.

Children bring to the world a sense of hope, innocence, wonder and often times common sense that is unparalleled by their adult counterparts.  The decline of any society begins with the intentional loss of protection of children and the elderly.  As I watched this video I was mortified.

YouTube Preview Image

YouTube Preview Image

What is going on in our society that would allow such a travesty to occur?  This is not just the act of one incredibly insensitive, ignorant and reprehensible TSA employee.  What about the other participants.  Yes, others.  How many people were standing there while this took place and did nothing?  They are participants.  I’m a frequent air traveler.  I can say with confidence that I would have intervened.  I can also jump to the conclusion that I would have been detained.  Doing nothing is doing something.  I imagine most on-lookers were shocked.  But the experience lasted long enough for intervention of some sort.

Are we more concerned as a country with “security” than common sense?  Does this require sensitivity training, as TSA official James Marchand (TSA Regional Security Director) points out?  I scream a resounding, “NO!”  If you think the answer is to train an employee to stop touching a child that is screaming, “Stop touching me!”, then you need a solid reality check. The TSA website states: “Your safety is our priority.”  I ask, “At whose expense?”

This is an open invitation to all TSA officials: our company will educate your employees for FREE in regard to common sense behaviors and creating a safe experience for consumers. In exchange, we would ask for a public service announcement that this TSA employees’ behavior was an abuse of power.

Please, stand up, speak up, shout out your thoughts!  Do you believe TSA has gone too far?  Remember, there were many other TSA agents standing by, allowing this to happen.  Let your voice be heard.  Silence is a statement.

“It is the job of thinking people not to be on the side of the executioners.” ~Albert Camus

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Respect THIS.

by Jen Kuhn on October 25, 2010

Self-absorbed leaders of the world: You are done.  Over-cooked. Fried. Put a fork in yourself.  Or, please, seriously, please, let me. 

Just this weekend I heard a supposed “leader” DEMAND respect from his “subordinate”! *Eavesdrop moment*: “You must respect me! I am your BOSS.” The demand was based solely upon TITLE.  Seriously?  That works for you?  Excuse me while I throw up a little in my mouth.

R-E-S-P-E-C-T!  Find out what it means to me!

Let’s start with:

Behaviors: Don’t say one thing and live/do another. Your title can sit in the bottom of my toilet…with the rest of the sh-tuff.  EARN respect.

Attitude: Ummm, nursery rhymes have a “king of the castle”.  Move on, please. EARN respect.

Fear: You may be the big dog, but you ain’t the only dog.  By the way, you might want to wipe that drool, you’re starting to froth at the mouth. EARN respect.

Ultimatums: Trump! You lose! Play that big card and wait til you see what I’ve been holding.  Don’t ever mistake my compassion for weakness. EARN respect.

Duplicity: If you choose to live without integrity, don’t expect me to follow along.  You are so FLAGRANT you’re see-through.  EARN respect.

If you must demand respect, you have NOT earned respect.  Get a clue.  See a therapist.  Or, could you just this once, for old times sake, be self-reflective? Nah, see a therapist.  Who are we kidding here?  If you think your title/name/job/status/etc EARNS you respect, then you need to start over.  Way over. If you don’t know what I’m saying, then this probably applies to YOU!

Blind compliance brings abuse of power, genocide, terrorism, ignorance, enabling, fear, corruption and all sorts of nastiness.  If you CANNOT or CHOOSE NOT to lead with integrity, compassion, morality, nobility, honesty, gentleness, understanding, empathy, sincerity, transparency, insight, wisdom, peace, courage, dignity,  perception and acceptance…THEN PLEASE, step down.  Accept who you are, and move along.  We NEED more.  We do NOT judge.  We just know what we NEED.

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A Lesson for Tired Teams

by Jen Kuhn on May 4, 2010

The “team approach” to work has become a tired slogan, a managerial fad, a forced concept. Many leaders and employees forget that they are working for something bigger than their own personal needs. They lose their passion and drive; they wear blinders that prevent them from seeing the big picture. Lost is the energy that initially helped drive their productivity.  Basically, a dog after a long walk…it starts out as a great idea, but it ends up exhausting all involved.

What are the elements of productive teams?  How do you create an atmosphere that fosters a team approach?  My initial thought was to create an analogy between athletic teams and organizations.  However, being a die hard Detroit Lions fan, I think I’ll choose another approach.

I recently attended a true team event at St. Francis DeSales High School.  The school sponsored a Relay for Life event which gives communities a chance to celebrate the lives of people who have battled cancer, remember loved ones lost, and fight back against the disease. Because cancer never sleeps, Relays are overnight events up to 24 hours in length.


During this event, I witnessed the elements of a team that every organization should strive to implement.  These DeSales high school students (and some awesome adult volunteers and cancer survivors) lived and breathed the ideal of a high functioning team.  With the additional presence of representatives (Sheizka Komala and Ann Dee Hamilton) from Aflac, from students, parents and grandparents from Whetstone High School, plus additional vendors, the St. Francis DeSales community modeled an effective team.

The elements of an effective team that I witnessed:

1. Common Purpose: The students were educated and aware of the purpose of their participation.  They either had a personal experience with cancer, or wanted to support others.  The purpose was effectively communicated by the event coordinator, Kellie O’Riordan who lost her mother (Barbara) to cancer.  Kellie ensured that the students understood the solemnity and hope the relay represented.  Every student I spoke with was able to verbalize the purpose of the event.  If I visited your organization, would every employee be able to verbalize your purpose?

2. Motivation: What an amazing sight to witness: teenagers motivated to create a better future for others!  And to take this a step further, they did not confuse motivation with results.  They already had their sponsors and raised their money…yet they were highly motivated to follow through on their personal commitment in order to achieve results.  That’s true motivation.  You can tell me how enthusiastic you are about something, but are you doing the behaviors that demonstrate your enthusiasm?

3. Individual Responsibility in a Group Setting: Every student stepped up to the plate. Prior to the event, individuals of each team raised money, designed t-shirts and coordinated group efforts. During the event, they made sure they had someone representing their team (walking/jogging) for 24 hours.  After the event, individuals helped with post event details that required a great deal of attention.  How well do the individuals on your team contribute to the success of the group?

4. Flexibility: Due to weather, the relay was held indoors (demonstration that a team needs leadership to support decisions that will help them be most effective).  This required students to walk the halls of the school rather than the track they had prepared for; they had to set up their “tents” in the gym rather than the outdoor field. I didn’t hear a single complaint.  What I did hear were students asking about how to get water to others, whether or not there were fans available and how to use cross-ventilation effectively!  What would happen to your teams’ effectiveness if they encountered an obstacle that changed all of their initial expectations?

5. Identity: Each team developed a name and created a t-shirt. It was easy to spot members of individual teams.  They also had a greater identity: their common purpose noted in the first point.  This created camaraderie at two levels: the smaller team composed of individuals who had bonded together while preparing for the event; and the larger team: all the participants, whether they be a team, volunteer or survivor.  What is your organization doing to create identity?

Teams are important to any organizations’ overall success.  Please let us know what you think makes an effective team!

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Motivate Your Monday

by Jen Kuhn on March 15, 2010

Today is Monday.  As I checked my Facebook account, Twitter account and emails this morning, I noticed a trend.  Many people were complaining about the end of the weekend and beginning of a new work week.  For a moment, I was tempted to commiserate with my friends, tweeps and others.  To complain about Mondays and work seems to have become ingrained in our culture.  Even if you’re happy to be at work, you may have formed the habit of complaining about the beginning of your work week.

I challenge you to break this habit.  What would your company culture feel like if no one ever complained about being at work?  What impact would that have on morale, productivity, teamwork and motivation?

I’m a firm believer in personal responsibility in a group setting.  We are all responsible for the overall culture of our work environment, no matter our position.

Take the Motivate Your Monday challenge:

  • What can I start doing to create a more productive, team-oriented and positive work environment?
  • What can I stop doing that is adding to the drama, tension and negative work environment?

By asking yourself those two questions, and putting your answers into actions, you will be a “value-adding” employee.  If you are in a position of leadership, consider asking your team those questions (including yourself, of course!), then hold people accountable to make their contribution.

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