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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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Revolve your world around the customer and more customers will revolve around you. ~Heather Williams
There are 6 levels of customer service:
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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Ever wonder if you’re crazy? Well, let me clear that up for you…you’re special. Some of us are just a little more special than others. Like one of our vendors. He’s so extra special he’s like a special extravaganza; a special-ganza if you will.
Recently, we received a few emails from him (our web-host-vendor-guy) warning us about potential problems with our website due to hackers and phishers. Thank you for the warnings. Great service.
Having received 2 warning emails in a short period of time, I was concerned. So here’s how it played out in our final email exchange:
ME: Has your hosting site been hacked? Yikes.
HIM: No- my hosting site has not been hacked-
This is a scam- that’s sent from another IP- that someone gullible might click.
I got the email- and thought that I should warn some of my unsophisticated clients that it is a scam.
Call me sensitive, but seriously? That’s your final answer? This is how I read that response:
Don’t question the integrity of my site- I couldn’t care less about your concerns. You’re gullible and unsophisticated and I bet you’re wondering what an IP is… Consider yourself served.
I may be gullible and unsophisticated when discussing technically-ish stuff, but there’s no need to POINT IT OUT. Social Skills 101. Please people, read the memo.
Our web-host-vendor-guy is talented, smart and runs a decent business. Yet this response does not reek of an I-want-your-business attitude. It just reeks. If we called our clients gullible or unsophisticated, even once, we wouldn’t have clients.
Email can be an effective form of communication without smiley faces and dancing cats. Just consider basic email etiquette that goes hand in hand with basic social skills.
When getting ready to fire off a communication via email, ask yourself 3 questions:
1. Is this email clear and succinct without any jackassery?
2. How might this (intelligent, witty, yet sensitive) person interpret this email?
3. Is this person immature enough to tweet or write a blog about this email?
If you can answer these questions and still push the send button with arrogance, err, confidence, then fire away. Otherwise: revise, reconsider and read the memo. That is all.
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The Experience Factor and Dr. Jennifer Davis-Berman are conducting a research study. Dr. Davis-Berman is a professor at the University of Dayton and therapist at Lifespan Counseling. She teaches a course on death and dying and is interested in further research.
The questions below represent the information that we are seeking. All responses are anonymous. Please write as much or little as you are willing. We appreciate your help with this research and will make available the results once gathered.
1. Have you, or anyone in your family served in the military?
2. Do you think that the president was correct in approving the mission to locate and kill Osama Bin Laden? Why or why not?
3. Do you think Osama Bin Laden should have been captured or killed? Please tell us the reasons for your response.
4. What do you remember about your emotional reaction when you first heard that Osama Bin Laden had been killed?
5. Did you use any kind of social media to communicate about the death of Osama Bin Laden? If so, what did you do?
6. Did you engage in any type of celebration of the death of Osama Bin Laden? If so, what kind? If not, why not?
7. What are your ideas about celebrating death? Where do you think these ideas come from?
8. What are your views on the death penalty?
9. Have you ever celebrated the death of a prisoner who was executed? If so, why? If not, why not?
10. Please give us the following demographic information: gender, age, race, years of education, country of origin, political affiliation (if any) and religious affilitation (if any).
Thank you so much for responding! Your comments are completely anonymous.
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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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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:
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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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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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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“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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