Being a leader has absolutely nothing to do what what it says on your business card or company org chart. A few years ago, the Harvard Business Review asked a simple question. Here are some valuable responses.
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Showing posts with label mistakes. Show all posts
Showing posts with label mistakes. Show all posts
February 17, 2018
October 8, 2016
Ninety-Five Percent
A few weeks ago, I took my mom out for a birthday dinner. It was nice to take her out for a nice meal and catch up. We arrived, they seated us immediately, and the friendly server came over to take our drink order and tell us about the specials. We pursued the menu and ordered our meal.
Our food arrived and that’s when the evening went downhill. Mine was cold; mom’s was overdone; it was an epic fail. I called our server over and told her that our meals weren’t good and she immediately offered a refund and a free replacement meal for each of us. But we decided to skip the whole thing and I took mom home with the promise of a rain check at a different restaurant.
Order Up
Our dinner was a disaster but the restaurant handled it well. They offered to remove the original order from my bill and give us a free dinner right then and there. It was our choice to leave and we may never return. But the point is they tried to fix it right away. Their apologies were sincere; no one got flustered; they handled it well.
That’s the 95%. That’s the majority of what your company is and it has nothing to do with what you do or sell. It’s your people, your customer service, your ability to handle conflict, your capacity to deal with change and potential conflict.
They Did It Right
I may try this restaurant again, but that’s not the point. The real take away was how they dealt with it and treated us with care and respect. We didn’t make a fuss, we didn’t storm out, and we did demand to see the manager or yell and scream. We simply decided our meals weren’t good and we didn’t want to order anything else. But they did try and make it right.
Conflict and communication breakdown happens. It’s what we do about it that really matters. You will mess up with customer and clients, so will I. You will make mistakes, so will I. It’s called being human. But it’s how we deal with it in the heat of any moment that counts most. It’s that connective tissue within your company and relationships with those who engage with your services or buy your products that is critical. And it’s how we take care of things when things don't go well.
That’s the 95% which will separate you from everyone else.
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Our food arrived and that’s when the evening went downhill. Mine was cold; mom’s was overdone; it was an epic fail. I called our server over and told her that our meals weren’t good and she immediately offered a refund and a free replacement meal for each of us. But we decided to skip the whole thing and I took mom home with the promise of a rain check at a different restaurant.
Order Up
Our dinner was a disaster but the restaurant handled it well. They offered to remove the original order from my bill and give us a free dinner right then and there. It was our choice to leave and we may never return. But the point is they tried to fix it right away. Their apologies were sincere; no one got flustered; they handled it well.
That’s the 95%. That’s the majority of what your company is and it has nothing to do with what you do or sell. It’s your people, your customer service, your ability to handle conflict, your capacity to deal with change and potential conflict.
They Did It Right
I may try this restaurant again, but that’s not the point. The real take away was how they dealt with it and treated us with care and respect. We didn’t make a fuss, we didn’t storm out, and we did demand to see the manager or yell and scream. We simply decided our meals weren’t good and we didn’t want to order anything else. But they did try and make it right.
Conflict and communication breakdown happens. It’s what we do about it that really matters. You will mess up with customer and clients, so will I. You will make mistakes, so will I. It’s called being human. But it’s how we deal with it in the heat of any moment that counts most. It’s that connective tissue within your company and relationships with those who engage with your services or buy your products that is critical. And it’s how we take care of things when things don't go well.
That’s the 95% which will separate you from everyone else.
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July 25, 2016
The Biggest Mistake a Leader Can Make?
Being a leader has absolutely nothing to do what what it says on your business card or company org chart. A few years ago, the Harvard Business Review asked that simple question. Here are some valuable responses.
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September 29, 2015
Say What?
We all know we are flawed and make mistakes. We know we don’t have it all figured out. And we know there's work to do. But part of finding clarity is discovering the joy in work rather than the seemingly unattainable finish line. Purpose can often be more important than making quota or hitting numbers. And how long does the satisfaction from a "sale" last versus following your passion?
Clutter makes us nervous and stressed. It can derail us from our goals. Clarity will help you find your baseline and silence some of that unnecessary noise.
To gain clarity, here are five questions you can ask yourself:
1. What do you stand for?
2. What will you not do?
3. Why do you do what you do?
4. What are you prepared to do?
5. What will you stop doing?
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Kneale Mann | People + Priority = Profit
New Book out in 2016 – Details soon!
Clutter makes us nervous and stressed. It can derail us from our goals. Clarity will help you find your baseline and silence some of that unnecessary noise.
To gain clarity, here are five questions you can ask yourself:
1. What do you stand for?
2. What will you not do?
3. Why do you do what you do?
4. What are you prepared to do?
5. What will you stop doing?
__________________________________________________________________
Kneale Mann | People + Priority = Profit
New Book out in 2016 – Details soon!
April 7, 2015
How to Kill Your Dreams
It's what most of us seek. It's the reason we travel the journey.
But what is it really? How do we know when we achieve it?
Success is defined by what you want in your life, not what others may think. Bel Pesce outlines five ways for us to not follow our dreams and give up trying to find success.
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Kneale Mann | People + Priority = Profit
But what is it really? How do we know when we achieve it?
Success is defined by what you want in your life, not what others may think. Bel Pesce outlines five ways for us to not follow our dreams and give up trying to find success.
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Kneale Mann | People + Priority = Profit
December 5, 2014
Making More Mistakes
There is ample theory that we don’t try many of the ideas we want to try because we fear failure or success. Economist Tim Harford explains why we need to make better mistakes and not assume we know the answers.
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Kneale Mann | People + Priority = Profit
TED | Tim Hartford
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Kneale Mann | People + Priority = Profit
TED | Tim Hartford
August 1, 2013
Mistakes and Missteps
Think about someone you would consider a great leader. They may be your direct report, someone famous you’ve never met, your biggest mentor, a colleague or friend, they may not even be in a traditional leadership position.
Now think of someone you would consider a bad leader. Sadly that name often comes to mind faster. The Harvard Business Review asked a simple question:
What are the biggest mistakes a leader can make?
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Kneale Mann | Leadership and Culture strategist, writer, speaker, executive coach engaging leaders, collaborative teams, and strong business results.
harvard business review
Now think of someone you would consider a bad leader. Sadly that name often comes to mind faster. The Harvard Business Review asked a simple question:
What are the biggest mistakes a leader can make?
__________________________________________________________________
Kneale Mann | Leadership and Culture strategist, writer, speaker, executive coach engaging leaders, collaborative teams, and strong business results.
harvard business review
January 31, 2012
What Inspires You?
We all find our places to get inspiration. It can come from books, quotes, colleagues, family or friends. We may see something in passing, overhear a conversation or connect with something online. Inspiration may not at first look like much but percolate and re-emerge later.I started doing something on Twitter late last year and continued it into 2012. It was a simple tweet to begin each day with something inspirational and at times funny or silly. This began as a personal kick in the butt. Some days need a bigger kick than others.
List from January 2012
1. First day of the rest of your year
2. What now?
3. Be kind to each other today
4. Let's get to it!
5. Connect with 5 new people and 5 people you haven't seen or talked with in a while
6. Be true to you
7. Never underestimate the power of helping someone
8. Cherish friendship and the lives that touch you
9. We must discard what is slowing us down and focus on what will help us grow
10. Don't let busy be your excuse
11. Be who you are, say what you feel. Those who mind don't matter,
those who matter don't mind. (Dr. Seuss quote)
12. Imagine. Create. Share.
13. What will you do today that will make a positive change in your life?
14. Surround yourself with people who strengthen you then reciprocate
15. Think of five people who can help you.
16. What are you doing today that will affect tomorrow?
17. Winter is not our friend (It was a particularly cold winter day)
18. Invest in activities that will strengthen you
19. Reach out to three people you want to help today
20. Let's say yes or no and not get stuck on maybe
21. Make time for you time
22. Are you ready for some football? (NFL playoff reference)
23. Welcome to the Year of the Dragon
24. Make time for think time
25. Trust yourself. You've earned it
26. Who will you inspire today?
27. Help and ask for help
28. You have the answer
29. Don't be so hard on yourself
30. Others' perception is just their perception
31. Don't wait, pick up the phone
Let’s keep inspiring each other
Kneale Mann
image credit: vanseodesign
July 14, 2010
Customer Service | Dead or Alive?
Here is another post from the archives that is not only an illustration of how customers feel, I felt it. Originally posted this past January. True Story.
Is Customer Service Important To You?
Marketing propaganda can backfire.
I am not the type who enjoys hopping in the car and heading to the mall to have a look around.
Strategy is not just part of my day job. An actual map and a plan help with such excursions.
Research and strategy are requisite.
The urge to shop is rare.
I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.
First Store (0-1)
The first store – which I found online and researched extensively – was out of stock. The "customer service rep" was quickly on to his next avoidance.
I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.
Second Stop (0-2)
Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.
After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.
Third Shop (0-3)
The third store was also out of stock.
The manager told me that she was expecting more “in a couple of weeks”.
I thought to ask about going on a call back list. No can do.
She walked away quickly flashing her forged half fake smile.
Busy Busy.
I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".
Are these just strange random accidents? Is customer service alive and well? Are customers important to you?
knealemann
Helping you integrate all you do with all you do.
image credits: brandingtheman | thesun.co.uk
Is Customer Service Important To You?
Marketing propaganda can backfire.
I am not the type who enjoys hopping in the car and heading to the mall to have a look around. Strategy is not just part of my day job. An actual map and a plan help with such excursions.
Research and strategy are requisite.
The urge to shop is rare.
I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.
First Store (0-1)The first store – which I found online and researched extensively – was out of stock. The "customer service rep" was quickly on to his next avoidance.
I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.
Second Stop (0-2)
Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.
After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.
Third Shop (0-3)The third store was also out of stock.
The manager told me that she was expecting more “in a couple of weeks”.
I thought to ask about going on a call back list. No can do.
She walked away quickly flashing her forged half fake smile.
Busy Busy.
I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".
Are these just strange random accidents? Is customer service alive and well? Are customers important to you?
knealemann
Helping you integrate all you do with all you do.
image credits: brandingtheman | thesun.co.uk
January 10, 2010
Customer Service: Important? Really?
Marketing propaganda can backfire.
I am not the type who enjoys hopping in the car and heading to the mall to have a look around.
Strategic objectives are not just part of my day job. An actual map and a plan help with such excursions. No map? Not good.
Research and strategy are requisite.
The urge to shop is rare.
I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.
First Store (0-1)
The first store – which I found online and researched extensively – was out of stock.
The "customer service rep" was quickly on to his next avoidance.
I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.
Second Stop (0-2)
Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.
After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.
Third Shop (0-3)
The third store was also out of stock.
The manager told me that she was expecting more “in a couple of weeks”.
I thought to ask about going on a call back list. No can do.
She walked away quickly flashing her forged half fake smile.
Busy Busy.
I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".
But are these just strange random accidents? Is customer service alive and well? Are customers important to you? Really?
@knealemann
business. marketing. social media. communications.
image credits: brandingtheman | thesun.co.uk
I am not the type who enjoys hopping in the car and heading to the mall to have a look around. Strategic objectives are not just part of my day job. An actual map and a plan help with such excursions. No map? Not good.
Research and strategy are requisite.
The urge to shop is rare.
I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.
First Store (0-1)The first store – which I found online and researched extensively – was out of stock.
The "customer service rep" was quickly on to his next avoidance.
I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.
Second Stop (0-2)
Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.
After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.
Third Shop (0-3)The third store was also out of stock.
The manager told me that she was expecting more “in a couple of weeks”.
I thought to ask about going on a call back list. No can do.
She walked away quickly flashing her forged half fake smile.
Busy Busy.
I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".
But are these just strange random accidents? Is customer service alive and well? Are customers important to you? Really?
@knealemann
business. marketing. social media. communications.
image credits: brandingtheman | thesun.co.uk
February 2, 2009
Google Glitch and Human Nature
By now, you may have had a good laugh at the “human error” that happened in front of the world over the weekend or as it's affectionately called - The Google Glitch. Their explanation here
Hmmm That's Weird
If you were online Sunday 9:30-10:30am and used the search engine at all, you noticed that under every result was an additional note: this site may harm your computer.
If you were like me, you thought something was wrong with YOUR computer. But the story is that something got messed up a piece of code which caused everyone on the planet to get this warning with every search result around the world for an hour.
Imagine The Power
To most, Goggle is a space where they begin their online journey. But as you probably know, that is just the beginning of the Google Empire.
Search engine marketing and affiliate marketing are multi-billion industries. Some of the world’s largest corporations use Google Analytics to research customer behavior. There is Google Maps, Google Reader, Google Earth, and tons more.
No Sales Person Will Call
No one from Google will call your house for money or hound you for additional services; that is all done behind the scenes. The furniture store that comes up on the first page of your search isn’t there by accident. The furniture store is likely paying for that “rack space”. When was the last time you sifted through twenty pages in a search result?
This could have been a much more serious issue. At the most basic level, it shows our blind trust that stuff will just work for us every time. It is also a reflection of the trust we give others with our personal information.
Companies Are Human Too
No one enjoys mistakes, we all make them, often. But don't beat yourself up too much. The people running one of the largest companies in the world make them too.
km
Hmmm That's Weird
If you were online Sunday 9:30-10:30am and used the search engine at all, you noticed that under every result was an additional note: this site may harm your computer.
If you were like me, you thought something was wrong with YOUR computer. But the story is that something got messed up a piece of code which caused everyone on the planet to get this warning with every search result around the world for an hour.
Imagine The Power
To most, Goggle is a space where they begin their online journey. But as you probably know, that is just the beginning of the Google Empire.
Search engine marketing and affiliate marketing are multi-billion industries. Some of the world’s largest corporations use Google Analytics to research customer behavior. There is Google Maps, Google Reader, Google Earth, and tons more.
No Sales Person Will Call
No one from Google will call your house for money or hound you for additional services; that is all done behind the scenes. The furniture store that comes up on the first page of your search isn’t there by accident. The furniture store is likely paying for that “rack space”. When was the last time you sifted through twenty pages in a search result?
This could have been a much more serious issue. At the most basic level, it shows our blind trust that stuff will just work for us every time. It is also a reflection of the trust we give others with our personal information.
Companies Are Human Too
No one enjoys mistakes, we all make them, often. But don't beat yourself up too much. The people running one of the largest companies in the world make them too.
km
August 21, 2008
I Got Your Back
I received an email yesterday from a good friend who took the time to point out that I had made a small typo on a previous blog post. This is a guy who clearly reads my crap most days, he sends comments and nice words but also feels comfortable enough to point out when I have a human moment. No one gets their nose out of joint, it’s just a simple “caught a typo, dude” and I fix it.
That doesn’t sound like a huge deal – but it is.
I worked with someone years ago who I learned more about life from, than any skill I possess. He was gracious to fans when they sent compliments, he took criticism well, his coaching skills were exceptional, and he was tough.
One of the most important things I learned from him was mean what you say, say what you mean – no, this time we mean it! Honestly. For real this time!
Too many companies spout soulless phrase likes “we value our people” and “we are open to suggestions” and “we encourage our people to make mistakes”. Every now and then, there is a company or boss that does mean it.
It is my unscientific stance that we would see an overwhelmingly large increase in productivity and creativity if people were truly allowed to make mistakes and be able to point out errors - while not making it a personal attack - but with a true intent on making things better. I know, easier said than done but isn't worth a try?
No one likes being told they are wrong, no one likes being made an example of, but there is a tactful way to do this and the results will be miraculous. I am obviously not suggesting this is an exchange between colleagues in front of a client.
One of my many mantras is simple; perhaps you may want to try it. I’m not here to cover my ass; I’m here to cover yours.
Thanks Sal, typo fixed!
km
That doesn’t sound like a huge deal – but it is.
I worked with someone years ago who I learned more about life from, than any skill I possess. He was gracious to fans when they sent compliments, he took criticism well, his coaching skills were exceptional, and he was tough.
One of the most important things I learned from him was mean what you say, say what you mean – no, this time we mean it! Honestly. For real this time!
Too many companies spout soulless phrase likes “we value our people” and “we are open to suggestions” and “we encourage our people to make mistakes”. Every now and then, there is a company or boss that does mean it.
It is my unscientific stance that we would see an overwhelmingly large increase in productivity and creativity if people were truly allowed to make mistakes and be able to point out errors - while not making it a personal attack - but with a true intent on making things better. I know, easier said than done but isn't worth a try?
No one likes being told they are wrong, no one likes being made an example of, but there is a tactful way to do this and the results will be miraculous. I am obviously not suggesting this is an exchange between colleagues in front of a client.
One of my many mantras is simple; perhaps you may want to try it. I’m not here to cover my ass; I’m here to cover yours.
Thanks Sal, typo fixed!
km
