What Do You Make Of The Following?
Recently, Richard and I (along with another colleague) took part in a sales discovery workshop. This is the feedback our colleague (the ‘sales guy’) got from the ‘client’:
Thank you for coming to …….. yesterday. I think we all agree that it was a very positive and useful workshop, which was run extremely well by Maz and Richard (Maz in particular is a very impressive facilitator – we could use him on other projects!)…….
What do you make of it? Did you attribute the success of this workshop to Richard? Did you attribute the success of this workshop to me – the “very impressive facilitator”? Did you attribute success both to Richard and me, yet put me at the front of the stage and Richard more towards the back of the stage? Allow me to share with you how almost all of us would interpret the situation:
Nice job all – particularly Maz Iqbal that is GREAT feedback!
Distinguishing Between A Statement-Description That Is Accurate And One Which Is True
Whilst the client’s statement is accurate it is not true. Why? Think of it this way, the client only got to see-experience the show. The client did not get to see-experience all that occurred. His position to some extent was that of a spectator in the stands watching the play occurring on the pitch. And as such he is not in a position to know-experience the play occurring on the pitch and all that it takes to generate a high performance play.
Why am I pointing this out to you? It occurs to me that there is a profound difference between observations and statements made by those in the stands (‘spectators’) and by those on the pitch (‘players’). Given that almost all that you/i hear-read is spoken-written about is written by spectators. So whilst what they speak may be accurate it is never true. Which means that almost all leadership-management-business advice that you/i are exposed to is misleading at best and damaging-destructive at worst. Why? It gives the illusion of answers whilst hiding that which is hidden in the background and which truly shapes that which occurs.
Who Creates-Shapes Performance?
Take a look at the following video:
I ask you, who-what created the context-space for the performance of the expert? Was it the expert – as an individual? Or was his performance shaped by the context-space created from him by the ‘sales guy’ and the project manager?
Now zoom out and look at the bigger picture: the bigger conversation that is occurring in the room and the performance of the whole group. Didn’t the client also play a crucial role in generating the kind of performance that occurred in that meeting?
Let’s switch back to my very impressive performance as a facilitator. What was my response to this feedback:
@…. It occurs to me that I showed up as an impressive facilitator because the space for me to show up that way was created by @RichardHornby and @……. and the client. The folks from [the client] were great. We were able to co-create a great meeting as there were no egos in the room…..
Am I being modest? No. It occurs to me that I am simply stating what is so: the truth of high (impressive) performance. The truth is this:
The ‘sales guy’ was big enough to let Richard and I shape-lead the workshop. At one point, I told the ‘sales guy’ that I was taking away his right to speak as his speaking, whilst necessary at some point, was inappropriate at that workshop given the challenge we were addressing and the time that we had. The ‘sales guy’ took it as it was meant and did what he was asked.
The ‘project manager’ Richard and I have shared history that goes back to the year 2000. Richard listens to me as a skilled facilitator. In his listening it is simply not possible for me not to show up as a skilled facilitator. He creates the context-space for me to show up that way AND his listening of me also ensures that it is simply not feasible for me to allow myself to let him down. Richard and I are friends! We designed the workshop together – collaboratively and iteratively.
By the time we got to the workshop Richard and I knew exactly who was doing what. And this is important: I got up to facilitate that workshop knowing in my very being that I was totally safe (Richard was holding the safety net) no matter what. And in that space I was prepared to shine.
Ultimately I showed up as a “very impressive facilitator” because all members of the client team sitting around the team allowed me to show up that way. How did they do that? They left their egos outside of the room, the workshop. And as such there was all the space to work collaboratively on the challenge at hand.
The Challenge of Leadership: Creating The Context-Space For Impressive Performance To Show Up
I say that:
- impressive performance shows up when you create the context-space for impressive performance AND only impressive performance to show up; and
leaders are those people who create the context-space for impressive performance and only impressive performance to show up at the individual and ‘team’ levels.
I dedicate this ‘conversation’ to my friend Richard Hornby. Richard shows up for me as a shining example of a servant leader. I owe him more than I can ever repay. And I am clear that this world is a richer-better place for Richard being in it.
Why Aeroplanes Don’t Fall Out Of The Sky; Why Business Screws Customers and Hospitals Kill Their Patients
I invite you to ponder the following
- Why is it that commercial aeroplanes don’t fall out of the sky?
- Why is it that terrorism did not take root, establish itself, and grow in the USA/UK?
- Why is that it is rare for criminals to kill a policeman in the UK?
- Why is it that the bankers lied-cheated-stole, brought the western capitalist system to its knees, and prospered whilst the rest of society has been paying the price of their actions?
- Why is it that hospitals in the NHS have been killing their customers (the patients) for ten years (or so) despite whistleblowing (by doctors and nurses working in these hospitals) and complaints made to hospital management, the regulators, and the politicians?
- Why is it that employees have no voice in large organisations and domination-intimidation of the less powerful by the more powerful is rife in these organisation – public and private?
- Why is it that large established businesses, and those who lead-manage-run them, continue to screw (cheat, swindle) their customers?
What did you come up with? I suspect that you came up with the standard excuses and explanations – this is what we do when we show up from the taken for granted way of seeing and explaining.
What shows up when I look beyond the accepted excuses and explanations?
I invite you to put aside the standard, commonplace, complaints, excuses and explanations. Instead I invite you to grapple with the question that I have posed in a zen like manner. What shows up for you? When I grapple with this question this is what shows up for me:
- When a commercial aeroplane falls out of the sky it is clear-obvious that the aeroplane has fallen out of the sky. When such an aeroplane falls out of the sky people die and often there is carnage. Loved ones grieve and demand answers. The media is on the scene and gives voice to the grief-loss of the loved ones and vividly displays the carnage. All of which makes it unacceptable for commercial aeroplanes to drop out of the sky. Put simply, commercial aeroplanes don’t fall out of the sky because we do not accept them falling out of the sky!
Terrorism failed to get established in the USA and UK because it was unacceptable to allow terrorists space to terrorise. Because it was not acceptable, massive resources were mobilised and draconian measures put in place to deal with threats of terrorism.
It is not ok for criminals, or anyone else, to kill a policeman in the UK. Killing a policeman is going to far and that is something we will not allow. Because we do not allow it, it rarely occurs.
Bankers lied-cheated-stole and got away with it because we accept lying-cheating-stealing as business as usual. Greed is good. Lying is good. Cheating is good. Stealing is good. As long as this lying-cheating-stealing generates bumper profits, generates employment and yields the requisite tax revenues.
A number of NHS hospitals have been killing their customers, the patients, over a period of some 7 – 10 years because we accept it. It is OK to kill patients provided the instructions of the Tops (the government ministers) are carried out. It is not OK to disobey our masters. It is OK to kill patients. Besides the killing of patients by neglect-negliance is not evident unlike the clarity of aeroplanes falling out of the sky.
Domination, intimidation and bullying is common place because it is OK to dominate, intimidate and bully people. It is the way that the powerful get the powerless to do what they want them to do. It is the way to exercise control. It is business as usual in public and private sector organisations. It occurs because we accept it.
Large established businesses, and those who run them, continue to screw their customers because it is not obvious when this screwing is taking place. And even when it is obvious it is perfectly OK to screw customers. We accept that business and those who run them will seek to and find way so screwing customers. This is simply business as usual.
Lloyds Banking Group is fined a record £28m by the Financial Conduct Authority
If it occurs to you that I go too far then I invite you to read the latest revelations as showcased in the following piece in the Guardian newspaper: Lloyds Banking Group fined record £28m in new mis-selling scandal. This is what Tracey McDermott, the Financial Conduct Authority’s director of enforcement and financial crime is quoted as saying:
“Customers have a right to expect better from our leading financial institutions and we expect firms to put customers first – but firms will never be able to do this if they incentivise their staff to do otherwise.”
Why has the FCA handed down a record £28m fine?
According to Guardian piece:
1. “for putting staff under intense pressure to sell products customers did not want – or face demotion and pay cuts”; and
2. “the fine had been increased by 10% because Lloyds failed to heed repeated warnings about sales practices and because it had been fined 10 years ago for poor sales practices.
It occurs to me that which shows up and continues to show up in our world, the human world, is that which we accept, that which is OK by us, that which we assent to in our way of being-showing up in the world. As customers we get what we accept – no more, no less. As employees we get what we accept – no more, no less. As citizens we get what we accept – no more, no less.
What can we learn from Havas Media’s 2013 Meaningful Brands survey?
For me, the highlights from the survey report are:
- Just 20% of brands worldwide are seen to meaningfully positively impact people’s lives;
- The majority of people worldwide wouldn’t care if 73% of brands disappeared tomorrow;
- Only 32% feel brands communicate honestly about commitments and promises;
- 54% of us don’t trust brands; and
- The meaningful brand index outperforms the stock markets by 120%.
It would appear that the case for making a shift towards a ‘meaningful brand’ is compelling according to Havas Media and yet most brands do not show up as meaningful. This shows up as interesting for me given all the talk-spend on brand, branding and brand building.
Let’s shift perspective and take a look at the situation through the eyes of Customer Experience.
What is the state of Customer Experience at the end of 2013?
In her November post, “Sucking Less” is Not a #CX Strategy, Annette wrote:
“Are organizations seeing the value of delivering a great customer experience? Clearly they pay lip service, but we know that actions speak louder than words. Do they really get it? No. There’s no real commitment of time, resources, and budgets to initiatives that improve the customer experience.
I spend a lot of time talking to prospects and clients about how to sell the value of customer experience to company leaders. It’s so disheartening …..”
My experience resonates with Annette’s. And our experience is not unique – talk with Customer Experience professionals and you get a taste of how difficult it is to move the Customer Experience ball beyond conducting VoC surveys and collating-publishing the results.
So what is going on here? If Tops are VCs and Customer Experience is seen as investment then the Tops do not see the value of investing in Customer Experience ventures.
What is the state of CRM at the end of 2013?
It occurs to me that large established companies have spent large sums of money in the name of CRM – usually in procuring and implementing so called CRM systems. What is there to show for this investment in terms of generating superior value for customers and cultivating meaningful profitable relationships with customers?
As I look around I find that the single customer view is just as elusive today as it was when Siebel was promising it, through the adoption of its CRM suite, back in 1999. The gulf between the talk and the reality continues to stun me. So many companies still struggle to work out the totality of their relationships (products purchased, interactions) with their customers.
I notice that many marketing, sales and service (customer, field) processes are just as broken today as they were in 1999. Why? Because too many people implemented CRM to automate the existing way of doing business.
It occurs to me that the challenge of getting the marketing, sales and service folks to genuine work together to build meaningful relationships with customers is beyond almost all companies. These functions and the people in them continue to work in silos, pursue their functional objectives, and work to their particular style.
I notice that the state of fragmentation within the marketing function is higher today than in 1999 due to the proliferation of digital channels. Marketing has become so complex that a whole industry, marketing automation, has grown up with the aim of automating marketing with a view to taking the complexity out of it.
Why do organisations continue to grapple with the same challenges despite their investments in CRM and Customer Experience?
Having been in the field since 1999 I am struck about how little has really changed despite all the changes that have occurred outside and inside organisations. What is going on here? Why is this the case?
It occurs to me that most of that which has taken place in the areas of CRM and Customer Experience has occurred in the domain of doing. And this doing has arisen from the same old domain of being. And as such, the mode of being has poisoned-corrupted all the doing. How best to illustrate this? Think King Midas. Whatever King Midas touched it became gold. Being has that kind of power: every action is tainted with the being that gives rise to it. Yet, those who have walked the CRM and Customer Experience path have been oblivious to this corruption because the the current style of showing up in the world is so taken for granted that it is invisible to us:
“The way of life of a culture is not an explicit set of beliefs held by the people living in it. It is much deeper than that. A person brought up in a culture learns its way of life the way he learns to speak in the language and with the accent of his family and peers. But a way of life is much broader than this. It involves a sense for how it is appropriate and inappropriate to act in each of the social situations one normally encounters; a familiarity with how to make sense of things and of how to act in the everyday world; and most general of all, a style, such as aggressive or nurturing, that governs the actions of the people in the culture although they are normally not aware of it. We can think of it as a cultural commitment that, to govern people’s behaviour, must remain in the background, unnoticed but pervasive and real.“
- All Things Shining, Hubert Dreyfus and Sean Dorrance Kelly
This sense of the being, of the default ‘style’, of organisations (and the people who work in them) is spelled out clearly by Vik Maraj in an interview published on the Huffington Post where he talks about the challenge of transforming the not for profit sector:
“Question: What is the over-arching challenge in the not for profit sector?
Answer: We act mostly inside of a context of charity not empowerment. Very few people are “learning to fish”. And this is a societal issue not just a not for profit issue.
Question: With respect to the not for profit sector, what is the truth that we don’t want to talk about?
Answer. We compete with each other with a smile on. We protect ourselves. And we collaborate in an opportunistic way. And the game is rigged such that this behaviour is almost inevitable. And the rigging is usually done by a decades old governmental policy…….
At first some of the obvious challenges are a lack of funding, a lack of resources, a lack of volunteers, turnover, a lack of being valued, lower salaries, lack of training and development, lack of policy, political unwillingness, the economy, etc. There are many more that I have not mentioned and what they all have in common is that none of them are the real problem.
Question: What’s the real problem, and what’s the answer?
Answer: The real problem is that we don’t collaborate and align our vast, often duplicated resources, talents, and mandates, to have a collective voice. Collaboration is both a missing mindset as well as a missing process. We mostly define collaboration as “getting together”. As one of our clients said, “[we act as] independent islands chipping away at symptoms”.
Almost all transformative change started with a series of small groups led by a few courageous people. They came together to tell the truth to one another, did the tough work to get over their differences, and then whole-heartedly went after an intolerable circumstance that each could not surmount on their own! The answer is to move from a “me or you” mindset to a “me and you mindset” and to stop pretending that we are always noble or even often noble!
Question: If this is the answer, at least one powerful answer – so then why aren`t we doing it?
Answer: Good question. Given the common goals, overlapping skillsets, and in many cases overlapping client bases and services, why aren’t we truly collaborating and coming together to increase the power of our voice and share resources, information, and talent? Why? The answer is that there is too much self-interest and survival thinking to allow for this. Making it and surviving forms an almost inescapable context within which people operate.
If you are awake and have any lived experience of the for profit sector you will see the parallels.
Summing up, excellence in CRM and Customer Experience requires a transformation in the character (being) of organisations (and the people in the organisations especially the Tops) not just a change of clothes to project a more ‘customer friendly’ personality. This is a challenge that few have taken on wholeheartedly – arguably the CRM and Customer Experience fixes were actions designed to bypass the need for a genuine shift in being, in transforming from extractive capitalism to conscious capitalism.