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Leadership

Silent Endorsement

by Jen Kuhn on May 3, 2012

What we ignore, we endorse.

Think about how many times you’ve seen behaviors that you find distressing (at home, at work or in public).  The child getting slapped by the angry parent, the bullying employee/supervisor that others fear, or the elderly person who needs help while everyone just looks in the other direction.

Yes. We all have these experiences. Our choice is simple.  Do I take a stand or do I endorse the behavior/situation by ignoring it?

In the workplace, if you are a supervisor you do not have a choice.  You’ve been paid and trusted not to endorse behaviors that are counter-productive to your culture, your norms, your expectations.

The problem is that we are used to looking the other way. It’s a quick fix easy solution that allows us to maintain our comfort. Yet for a company to do well (by it’s employees, consumers and the public), supervisors must never look away.  A leader must keep all behaviors in the spotlight, for it is in the spotlight that we shine. When it comes to negative behaviors, once the spotlight is removed, some people mistake that for endorsement.

3 things a leader can do to ensure they are not endorsing behaviors that are counter-productive to the culture:

  1. Positive reinforcement: recognize behaviors that your employee demonstrates that you do want to consistently see and experience.
  2. Discover their value: recognize the value each employee brings to your team. Then see #1. Lather, rinse, repeat.
  3. Address behaviors that do not meet expectations. It’s not about you. It’s not about your comfort. It’s about your obligation to your employees, your company and your consumers.

As a leader, what are some of the most difficult behaviors for you to address within your organization?  We promise, we won’t ignore you!

 

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Deadbeat Leaders

by Jen Kuhn on December 14, 2011

Kelly and I recently facilitated an all-employee training day for a credit union. The employees were enthusiastic, open-minded and willing to take risks (as it’s always a risk when we take the stage!).  The following day, we met with their executive team to conduct a needs analysis: uncover whether or not they could benefit from our expertise and if the partnership would be a good fit.

We discovered in the first 20 minutes the reason this would not be a match made in heaven…or even made on one of those dating websites.  One simple, yet disturbing reason: the CEO referred to some of his members as “deadbeats”.  He was referring to those consumers who were unable to repay their loans.

This CEO is a leader in position only. His callous attitude toward human beings struggling to get by was unnerving and devoid of compassion. If the membership of his credit union (in good standing or otherwise) were to hear his degrading comments, I’m sure they’d seek another place to entrust their finances.

And so you don’t get the wrong idea about credit unions in these distressing financial times, let me be clear: most credit unions have leadership that is inspirational; they protect their membership as they would their own family. They operate their organization in the best interest of their members, employees and communities. It’s a wonderful life when leaders look out for the best interest of their organization and their consumers! Most leaders of the credit union industry have the characteristics of George Bailey and NOT Mr. Potter.

Leadership is not about judging, mocking or demeaning those you serve.

Leadership is about: integrity, compassion, humility, accountability, service, ethics, community, courage to do the right thing, responsibility and trust.

We chose not to work with this particular CEO and his credit union. We lost significant income as a result. What would you have done?

 

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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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Experience the Employee Difference

by Jen Kuhn on April 19, 2011

Picture this: YOU, in a hotel that takes “Pride in the knowledge that our guests can count on Marriott’s unique blend of quality, consistency, personalized service, and recognition almost anywhere they travel in the world or whichever Marriott brand they choose”.

Picture this: That, not happening.

Got the picture? During a business trip, while staying at The Southfield Marriott, consistency, quality and personalized service were compromised by a few employees, a poor system and expectations gone awry.  The only part of the Core Values that we experienced was that it was all pretty unique…only not all in a good way.

Since they provided a new snapshot (keep reading so you can see for yourself), I don’t want to spend too much time detailing the events that initially inspired this blog.  So here is the short, family-friendly version:

  • Intermittent internet connection that rivaled dial-up speed
  • Zero empathy from the manager on duty the 1st time we (by we, I mean, Kelly) told him about the issue
  • Zero work accomplished in a 3 hour period due to getting booted off the internet every other minute
  • Wondering if I could cover bail for Kelly after we continued to get no assistance or human-like response from the manager
  • Hearing Kelly say, “He’s lucky I’m fat and tired or I’d jump that front desk like Jackie Joyner-Kersee.”
  • And just an FYI to hotel managers: telling frustrated travelers, “There is a cap in our bandwidth” only plants the seed of “capping somebody” if it’s not fixed. Just sayin’…

After sharing our concerns, blowing up our Twitter stream and putting a spotlight on @MarriottIntl, we finally felt as if they cared about our experience enough to respond in a professional manner that didn’t involve excuses, condescension or bail money.

New picture.

YOU, in the same hotel, suddenly receiving outstanding service from 3 top notch employees who had no knowledge of the previous experience.

Three employees breathing life into the brand; thus repairing your relationship and retaining your business.

Got the picture?  It only takes a few employees, systems and unmet expectations to alienate consumers.  A lucky business will also have employees who “get it”: understand that your mission statement is more than words on a website; a page in the employee handbook; or a marketing ploy to gain business.

So let’s recognize the employees who “got it”!

First up: Leonard Boyd, Restaurant Supervisor who demonstrated all the behaviors that support the Marriott brand.  He went out of his way to ensure we were enjoying our stay, and we weren’t even in the restaurant.  After connecting with us, and watching us eat our “pre-meal” in the concierge lounge, he graciously extended an invitation to The Fire Iron Grill (the hotel restaurant).  He did not question the fact that technically, we would be eating two meals.  Bless his heart.

Leonard made a special trip to get us a menu and gave honest suggestions based on our palate (aka voracious appetites). It was obvious he knew the menu and actually ate the food: clearly, a good sign. When we told him we might still eat our post-meal elsewhere, he enthusiastically invited us to waddle down and say hello.  He created a personalized, professional and positive experience. Leonard resuscitated the Marriott brand like an ER doctor bringin’ back the dead.

Second up: Linda Jackson, waitress at The Fire Iron Grill. (Yep, our post-meal location had been confirmed).  Linda made us feel like we were the only guests in the restaurant.  She provided personalized service by laughing at our jokes (not an easy task) and joking along with us. She also gave us honest suggestions, her undivided attention and prompt service that created the perfect post-meal dining experience.

Linda knows her customers and treats them well.  She has a gift for creating the “home away from home” experience that business travelers treasure. Her down to earth personality and ability to keep it real was a refreshing bonus to a delicious post-meal.  By the time we left, we were hugging her goodbye and looking forward to our next visit.  And if she’s not working that night, we want her to join us for dinner, kick back and have a cocktail.  Linda performed the Heimlich Maneuver of Service: keeping the Marriott brand from choking on it’s own words.

And then there is Kortney Myers.  We entered the concierge room on a daily basis to pillage for food and check out our pre-meal options.  She intuitively recognized our need for hourly feedings. Kortney went above and beyond to meet our unique needs. She saved us cookies every evening before they were devoured by other guests while we were away enjoying our post-meal.  Her smiling face, outgoing personality and genuine care for the experience of all guests were shining examples of someone who understands and delivers service excellence.

Kortney demonstrates the Marriott brand naturally and effortlessly.  Her enthusiasm, skill and dedication make a difference.  She created an experience that made us feel like honored guests rather than customers.  After long days of training and being on stage, we returned to the hotel every night to be greeted by Kortney: the goddess of extraordinary service!  Kortney restored our faith in the Marriott brand like a preacher converting an atheist! Can I get an, “Amen”!

So there you have it…our photo album from a recent business trip.  What pictures do consumers take of your business?  We hope you can answer that, because in this day of social media, we love to share pictures!  The painful days of the carousel slide projector are long gone.  Say, “cheese”!

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Your X Factor

by Jen Kuhn on March 7, 2011

What would life be if we had no courage to attempt anything? ~Vincent van Gogh

You have an opportunity.  It’s called, “today”.

Today is your chance to allow your unique self to shine.  Rather than do things because you’ve always done them that way, make a change.  Do one thing to make a difference in someone’s life today.  One thing.  Take a moment to embrace the present; to connect with others; to demonstrate that you care.  Share a smile, spare change, an act of anonymous kindness.

Challenge the status quo!  Let your voice be heard.  Let others’ voices be heard! Leap into this day…it’s YOUR DAY!

Decide. Will you make a difference today, or will today pass you by as you go through the motions, never to be experienced again?

Remember: What you “do” for a living does not define you; how you do it does.

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The Gift of Women in My Life

by Kelly Ketelboeter on January 7, 2011

Jen and I are part of an amazing community of thought leaders on LinkedIn and Twitter called Lead Swag. I was honored when William Powell and Georgia Feiste asked me to contribute to the Lead Swag Women’s Leadership Month along with many other inspiring women. The goal of Women’s Leadership Month is to highlight the contributions women make in leadership, recognize how women have influenced us personally or in the lives of others and the characteristics women embody in leadership today.

I am blessed to be surrounded by inspiring women AND men in my  life that have all made a difference. I am forever grateful. I hope this post will remind you of the gifts in your life.

I come from a long line of strong women that weren’t afraid to challenge the status quo.  My great grandmother got divorced in the early 1900s when divorce was completely taboo.  She believed just because it’s the way things were didn’t mean it’s the way things had to be.  My grandmother attended college at a time when a woman was “supposed” to get married and have lots of babies.  She pursued her passion and had the courage to do so.  My mom went to work to support our family when my dad fell ill in the 70s.  My dad was Mr. Mom long before society accepted that as a role for a father.  At age 27 I started my own business, when the majority of my friends were starting their families.

When I was growing up I didn’t hear the saying, “You can do whatever you want. You can be whoever you want.”  Instead that mantra was modeled for me by those in my life.  It wasn’t just a saying; it was a way of life.  I felt empowered at a young age.  I was encouraged, nurtured and challenged to do the things that brought value to my life and to the lives of those around me.

To say I have been blessed by amazing women in my life would be a gross understatement.  For the women in my life have shaped me to become someone I am proud of and someone I love.  From my mom, to my sisters, and sister-in-laws, to my business partner, my very best friends and the wonderful business women with whom I am honored to be connected.  I lean on these women in my life and I look to them as role models that help to fuel my passions, my hopes and my dreams. I would not be the woman I am today without these glorious women in my life.  Every day these women continue to help me become the best I can be as we are all a work in progress.

As I began to think about the impact each of these women have in my life I discovered each of them had similar characteristics that have shaped who I am today.

To discover the four characteristics that have made an impact in my life click here.

Thanks for stopping by!

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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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Snowflakes and Employees

by Kelly Ketelboeter on December 17, 2010

As I watched the snow falling yesterday I couldn’t help but notice the beauty of each individual snowflake. So intricate.  So delicate.  So inspiring. And each flake so different. As my mind wandered to leadership I discovered a connection to employees. Each employee possesses their own beauty. Their own intricacies. They are delicate in their own right. Working to inspire and make a difference for the people around them. And how each employee is in fact so different.

Often times leaders try a blanket, one size fits all approach when working with employees. Failing to see how different each employee is. Failing to recognize that each employee is motivated in different ways. Failing to understand how to communicate with each employee. Failing to recognizing the beauty of their diversity.

Employees need to be led, coached and approached differently. As leaders we need to meet them where they are at, not where we are at. We need to provide information, feedback and motivation to meet the individual needs of each employee. Employees bring unique experiences and perspectives to the work place. They bring different levels of knowledge. They learn differently, they listen differently and they care about different things. As a leader it is our job to discover what each individual employee needs to be successful. We must then use that information as we help lead them to success for and within themselves.

There are however, a few things that must be consistent across the board no matter what employee you are working with. Effective leaders consistently coach, train, recognize, reward and hold everyone accountable to the standards, goals and expectations for performance and within the organization. How you provide this information and the opportunities to do so will be different. Employees must first understand the standards, goals and expectations. It is then up to us as a leader to teach them, provide feedback, celebrate the success and ultimately hold them accountable. This is how you create an equitable work environment. Treating everyone with the same one size fits all approach doesn’t create equity, encourage engagement or recognize the individuals that make up our team.

Just as each falling snowflake is unique, I encourage you to remember the uniqueness that each employee brings to your organization. To achieve high levels of success we must capitalize on that uniqueness by treating each employee as an individual.

We would love to hear your thoughts. Should leaders treat all employees the same? How do you create equity in your organization or on your team?

Until then enjoy the snowflakes or the sunshine depending on where you are!

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Malcolm X, Martin Luther King, Jr., and the Pathetic Leadership of ME

by Jen Kuhn on December 2, 2010

“You’re not supposed to be so blind with patriotism that you can’t face reality. Wrong is wrong, no matter who says it.” ~Malcolm X

“Cowardice asks the question, ‘Is it safe?’ Expediency asks the question, ‘Is it politic?’ Vanity asks the question, ‘Is it popular?’ But, conscience asks the question, ‘Is it right?’ And there comes a time when one must take a position that is neither safe, nor politic, nor popular but one must take it because one’s conscience tells one that it is right.” ~Dr. Martin Luther King, Jr.

Remember when you were a little kid?  You really and truly knew and deeply understood right from wrong.  Somewhere along the line, your experiences, parents, education and biases took hold.  But for a brief and shining moment, you were a GENUINE person: completely unconcerned with the opinion of the world. You knew, in your heart of hearts, that ALL people matter. Most of you were conditioned through traditional education to dispel this truth. Yet YOU, yes you, have always known that there is more to this world than what you have been taught in your little world or in school.  You want to make a difference, but you don’t know how, or have been discouraged from doing so in the past.  Well, stick out your tongue and tell the world, “I’m a speck, but you WILL feel my power!

I am but a speck on the time line of humanity. Humbling, to say the least.  But lately I’ve been wondering, what should I be doing with this morsel of time I’ve been allotted…never knowing when I shall be recalled.  Am I honoring my briefest of moments in a manner worthy of the opportunity?

I recall a course from college. I was not taking it seriously for various reasons. I did not find my professor “worthy” of his title (my chutzpah had many sources). The assignment I recall was after our reading of By Any Means Necessary, by Malcolm X.  We were put into groups, required to give a presentation.  At the time, I was experiencing some personal difficulties and did not have the time nor desire to meet with my group.  Needless to say, they quickly labeled me a slacker. I attended the “you have to attend this meeting or we will kill you” meetings in preparation for our presentation, but no other.

On the day of our presentation, my group looked at me with hostility.  My thought: “You just completed an assignment. Booyah for you.”  There were four students per group, and my group told me I’d be last, summarizing their major points.  In my estimation, they figured I’d listen to their presentations and have the wherewithal to put their effort into summary formation.  Chutzpah or not, as I listened I considered their one-sided, upper-middle class bias of a tremendous human being who lost his life for standing up for humanity.  They were giving a book report. His “speck” deserved so much more.

My turn. I compared the writings, speeches and approach taken by Malcolm X to that of Dr. Martin Luther King, Jr.  They were each brilliant, courageous, resolute, bold-spirited and valiant beyond words.  Their stance was different, but their message was similar.  My group was astounded.  How dare I change the assignment!  This was not a comparison between two leaders.  Martin Luther King, Jr wasn’t even mentioned in the syllabus.  Oh the humanity!

I didn’t care.  How can you talk about one without the other? Education should make you THINK, not make you a robot. My goal was to compare the diverse approaches to leadership, to social inequities, to blatant racism and pure ignorance. I could give a flying “F” about a book report.  I lived in Detroit in the late ’60′s and early 70′s. MEMORY:  A young black man being chained to a street sign, beaten by a group of white teenagers.  I was six years old as my parents took action. How could I not comprehend the need for differing approaches to leadership by the time I was a junior in college?! To note, none of my group members complained when we received the highest grade for stepping “outside the confines of the assignment.”

Leadership platitudes are nice, comfy and easy to retweet.  But pathetic little me wants more.  I cannot stand in the shadow of the character, wisdom or fortitude of the leaders that stood before me…marking their place in history, paving a road I am honored to travel upon. I am not worthy of their mark in history.  However, I’ll be damned if I don’t take their lead and stand up for equity despite it’s unpopularity.

Kelly and I founded this company to challenge the status quo, to do the right thing when it’s the right thing to do and to never back down in the face of adversity.  Look around my friends…adversity is blossoming. People are suffering. Propaganda is flourishing.  I’m one small voice, one speck, please…PLEASE, tell us what you are willing to do to extend yourself to others, to lessen their burden, to become a light in the darkness.  Opinions make a lovely garden…facts make a sustainable world. Care to raise your glass and make your own toast to courage?

Peace, Jen

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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.

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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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