On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers

Cancer, the impending arrival of death for my friend and later myself, concentrates one (at least me) on that which matters.  Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog.  So now is the time to leave if this is not the conversation for you.  I don’t even know, right now, how long this conversation is going to be.

Purpose of The Customer & Leadership Blog

Why did I create this blog back in 2010?  Was it to be recognised as a thought leader, a guru, in the Customer space?  Was it to get on the speaking circuit and make money? Maybe it was to sell my services e.g. paid for content and/or advertising as a result of having a thriving web presence?  Some folks think so. Enough people contact me to speak as a thought leader. More contact me about writing advertorials and passing them off as my conversations. Others contact me to search maximise this blog (as it is crap from a search perspective enough though it has great content – that is what I have been told). Then there are others that offer to write stuff, for free, that I can publish on this blog.

I decline all the content stuff. Occasionally, if the speaking stuff appeals to me I speak.  The rule is that I speak that which I speak – for that is the only way that the speaking shows up and expresses itself through me.  Once boundaries are putting up, the speaking dries up.  That is simply so and I work with that – life as it is and is not.

So what got me started?  Allow me to share the following quote:

“I had a vivid imagination. Not only could I put myself in the other person’s place, but I could not avoid doing so. My sympathies always went to the weak, the suffering, and the poor. Realising their sorrows I tried to relieve them in order that I myself might be relieved.” – Clarence Darrow

In short, I found myself identifying with particular folks in organisations: those with affinity for the customer, seeking to simplify/enrich the lives of their customers AND get a fair reward (money) for the difference they make in the lives of customers.  It occurred to me that these folks were being misled or duped by those with influence: academics, consultancies, thought leaders, and gurus.  I found most of their advice BS in the sense that Harry Frankfurt uses this term.

It occurred to me that these high priests (thought leaders, gurus, academics, consultancies) were sitting in the stands and at best sharing that which they saw from the stands. Few had/have substantive (many different trials over many years) experience in the arena. Yet, the game is played in the arena – always! The insight / truth that matters is the truth that arises from and makes a difference in the arena!  Not the commentary that comes from those sitting comfortably in the stands – spectators.

I have been in that arena playing many roles in many types of Customer games: salesforce automation, CRM, 1to1 marketing, CX, web design & commerce, digital strategy, marketing automation, sales & account management, customer service & contact-centres…

It occurred to me that I could/should make a contribution by sharing that which I had learned through many years in the arena; there is both success and failure in the arena, each provides learning opportunities, oftentimes the learning from failures is more powerful than the learning from successes.  This logically led me to this choice: the choice to share my perspective/learning/experience for those who find themselves in the arena or are about to enter the arena. Hence, the genesis of The Customer & Leadership Blog for the business domain.

The joy of self-expression and contribution through this blog, The Customer & Leadership Blog got me thinking. Why not make a similar contribution to folks on the personal (non business) side of human existence. This led to the birth of a second blog: Play BIG: Live A Life Worth Living.

Still why did I do this and why do I continue to do this. Is it to be a thought leader or to establish myself as a guru thus win lucrative speaking gigs?  Talk to my wife. Talk to my great friend  Lonnie Mayne: you might find that I prefer to be in the background as a catalyst: coaching, educating, enabling/facilitating, and provoking original thought &/or action.  I wish to conclude this portion of the conversation with this quote:

There is a basic difference between the leader and the organiser. The leader goes on to fulfill his desires, to hold and wield power for the purposes both social and personal. He wants power for himself. The organiser find his goal in creation of power for others to use. – Saul Alinsky

I leave you to decide whether I fit the description of the leader or the organiser.

What Has The Process That Keeps The Customer & Leadership Blog In Existence Unconcealed To Me About Myself?

Let me be clear, I started with what occurs to me as altruistic motive.  I continue with the same altruistic motive – declining opportunities to write paid for content and pass it off as my work, to accept advertising, refusing speaking opportunities which are paid for PR/marketing for some business or other.

Despite or because of my altruistic motive, I have gotten a HUGE amount out that has left me enriched:

First and foremost, The Customer & Leadership Blog saw me through some of the darkest times of my existence. Where the world that constituted my world slowly disappeared. I am talking about the world of sports/activity: Paragliding, trekking in the mountains, going backpacking in third world countries, cycling, tennis, badminton, even something as simple/joyful as table tennis.

Second, In the process that is the Customer & Leadership Blog my image of myself shifted.  I start out thinking that I was a pygmy in the land of giants – that I had nothing to say that was worth listening to. Further, I was convinced that I could not write. Today, without hesitation nor doubt I say that I show up for myself as a thinker-writer-speaker who is worth listening to by those who know who/what to listen to.  It doesn’t stop there, I learned much more about myself.

Only as a result of these two blogs did I realise that I am more than a thinker.  I realised, that I create (these original conversations) therefore I have the capacity to be creative. What joy this realisation / experience brings!  What is the experience that I am seeking to share with you?  Allow me to point you towards that direction by sharing this quote:

Curiosity, irreverence, imagination, sense of humour, a free and open mind, an acceptance of the relativity of values and of the uncertainty of life, all inevitably fuse into the kind of person whose greatest joy is creation. He conceives of creation as the very essence of the meaning of life. In his constant striving for the new, he finds that he cannot endure what is repetitive and unchanging. For him hell would be doing the same thing over and over again.  – Saul Alinsky

Yes, fundamentally I am curious, I have that free and open mind, and accept the relativity of values/positions/theories and the inherent uncertainties that come with finding oneself in living in a complex non-linear world where prediction/certainty is for those who are either naive or fools.  Which kind of explains how it is that I have deliberately sought to make friends with folks from different countries, different faiths, different ages. It also explains how it is that my interests/thinking spans science, philosophy (eastern, western), history, psychology, sociology, anthropology, ecology, systems thinking, chaos/complexity….

Is it possible that it is irreverence that lies at my core?  It hasn’t escaped my notice that the subtitle of this blog is: “provocative conversations: questioning conventional wisdom / stimulating original thinking.”

They say you remember the moments in your existence that really matter. I must have been between 8 and 10 years of age.  Unhappy. Perplexed. Desperate to figure this thing out. What thing? Why is it that the stuff the (white) folks teach me at school about good/bad, right/wrong differs from and contradicts that which my parents (and their relatives) insist is good/bad, right/wrong?  Then one day, one moment, outside walking, a thought/insight arises and hits me.  It does not leave me the same person – it changes me fundamentally and forever.  Which thought/insight? Here it is:

Its ALL made up!

Once I got that, I started pushing the boundaries – at school, at home. I became the person who questions that which is taken for granted.  The one that asks the difficult questions like “Why be a team player in a competitive individualistic culture and economic system? Do you think I am stupid? What is a team player – one who censors self to fit in with the powers that be – you?  Why should I be that kind of person?  Anyway, why should you get to define what constitutes team playing?” Or”What makes you certain that your religion is the only true religion, that your way of life is the right one?”

There is a Chinese saying which goes something like “Beware, every stick has two ends, when you pick up a stick you get both ends!” I can vouch for the truth of that.  Curiosity, open mindedness, acceptance of relativity of values/perspectives, and especially irreverence have brought me great learning, memorable experiences, and joy.  That is one end of the stick.  The other end is that almost always I find myself the Outsider. And folks do not like that which they hold dear questioned. They don’t even like the opinions/prejudices/’facts’ they picked up from their media to be subjected to Socratic questioning or my blistering critique.

My professional existence is been that of a traveller: travelling from one employer to another, moving from domain to another.  History suggests that I tend to last about two years in an organisation. At about that time I usually find myself bored – having learned that which there was to learn. And/ or I find myself facing a ‘superior’ who shows up for me as ignorant/stupid/arrogant or just a bully.

There’s an ancient story of The Oak and the Reed. According to this tale, the smart choice is to be the flexible/supple reed. I am the reed when it comes to means to accomplish ends. When it comes to values/ends and the way I have chosen to show up and travel in this existence I am the Oak. Why?  Because these matter – these are what I choose to orient/navigate my existence by.  How important are they to me?  This quote says it all:

“A man is not made for defeat,” he said. “A man can be destroyed but not defeated.” – Hemingway, The Old Man & The Sea

What Has This To Do With Customers and Leadership?

Good question.  Allow me to respond with a few questions of mine:

Do you identify with the customer (see the Clarence Darrow quote at the beginning of this conversation) and so are committed to simplifying/enriching the lives of your customers? Or are your in it purely for yourself – to make a name for yourselves, to get rich?

Are you playing the Customer game because it is THE game that you want to play because it is THE game that calls you – your deepest self?  Is playing this game the expression of your deepest self?

Do you have or are you cultivating the curiosity, the open mindedness, the awareness of the relativity of perspectives, and the inherent uncertainty of existence to get out of your existence (your default existence) and really enter into / live the lives of your customers? And thus to generate original insight, and cultivate empathy, for your customers?  How can you simplify/enrich their lives if you do not truly understand them – not as mere personas nor statistics – but as concrete human beings?

Do you get all that is – you, your organisation, the economic model, society as such – is all made up?  And are you up for unmaking that which is necessary to unmake to become a giant in the Customer arena – as seen through through customers’ eyes?  Is this a mission that appeals to you – calls forth intellectual interest and emotional passion? How do you know that passion is present?  Passion brings boundless energy and it does not get stopped by obstacles that appear on the path.

Are you willing to pay the price that comes with questioning the status quo and threatening the powerful who seek to lose by the changes you are proposing to make or making? Are you willing to be that Outsider?  Are you willing to accept Hemingway’s truth that a man is not made for defeat, that he can be destroyed but not defeated?

If you answer these questions honestly you may get why it is that few are successful in calling forth genuine loyalty between themselves and employees, between themselves and their value chain partners, between themselves and their customers, between themselves and the communities in which they operate.

Thank you for your listening, I wish you the very best, until the next time.

 

Against Slavery to Ideology & Method

The older I get the more I notice that the autonomy and the intelligence of folks in large organisations is put at the service of some ideology and/or method that has taken root in the heart-mind of someone higher up in the organisation.  Typically, this happens when that particular ideology (e.g. “customer-centricity”) and/or method (e.g. “Agile”) has planted itself in the wider business world.

What’s the impact?  Allow me to convey the impact through the following assertion made by Jean-Jacques Rousseau:

“Man is born free and everywhere he is in chains.”

What tends to show up when folks in organisation are ‘in chains’ to some doctrine/method?  This is what I have observed: Stupidity, game playing, and a decrease in effectiveness.

Adherence to the doctrine/method surpasses reasoning hence folks end up doing stuff which they know does not make sense.  To get things done it is often necessary to bypass-bend the doctrine/method.  Therein starts the game playing – making it look like the doctrine/method is being followed when it is not.  The overall impact is a decrease in effectiveness. By effectiveness I mean both outcomes and the workability/capability that generates the  outcomes.

New ideology, method, toolset is introduced with great fanfare. Yet with little understanding: know-how as well as know-what and know-about.  Given sufficient time performance declines.  The Tops and Middles blame the people.  Clearly given the God given status of the ideology/method/toolset the people have to be at fault.  They are not following the method.  I have yet to see the suitability of the method/tool being seriously questioned.  As a result, adherence to doctrine/method is tightened rather than relaxed.  This further degrades the workability/capability of the organisation.  I refer to this as layering stupidity on stupidity.

What is an intelligent way to go about leading-managing an organisation?  Forget doctrine / ideology. Forget method.  Forget blind obedience to anything. Instead focus on calling forth the collective intelligence of your people AND enhancing the workability of your organisation. Let me put this simply: take a zen stance, let fall all fixed thinking (ideology, doctrine, methods, tools..), go to where the action is occurring, and look – really look. Then select the right course of action / method / tool. Once the method/tool has served its purpose, drop it! Like the canoes, when you have used it to cross the river, leave it there at the side of the bank.

Allow me to end this conversation by sharing this story with you:

When the bishop’s ship stopped at a remote island for the day, he determined to use the time as profitably as possible. He strolled along the seashore and came across three fishermen mending their nets. In pidgin English they explained that centuries before they had been Christianised by missionaries. “We Christian!” they said, proudly pointing to one another. The bishop was impressed. Did they know the Lord’s Prayer? They had never heard of it. The bishop was shocked.

“What do you say, then, when you pray?”

“We lift our eyes to heaven. We pray, ‘We are three, you are three, have mercy on us.”

The bishop was appalled at the primitive, the downright heretical nature of their prayer. So he spent the whole day teaching them the Lord’s Prayer. The fisherman were poor learners, but they gave it all they had and before the bishop sailed away the next day he had the satisfaction of hearing them go through the whole formula without a fault.

Months later, the bishop’s ship happened to pass those islands again, and the bishop, as he paced the deck saying his evening prayers, recalled with pleasure the three men on that distant island who were now able to pay, thanks to his patient efforts. While he was lost in that thought, he happened to look up and noticed a spot of light in the east. The light kept approaching the ship, and the bishop gazed in wonder he saw three figures walking on the water. The captain stopped the ship, and everyone leaned over the rails to see this sight.

When they were within speaking distance, the bishop recognised his three friends, the fishermen. “Bishop!” they exclaimed. “We hear your boat go past island and came hurry hurry meet you.”

“What is it you want?” asked the awe-stricken bishop.

“Bishop,” they said, “we so, so sorry. We forget lovely prayer. We say, ‘Our Father in heaven, holy be your name, your kingdom come…’ then we forget. Please tell us prayer again.”

The bishop felt humbled. “Go back to your homes, my friends,” he said, “and each time you pray say, ‘We are three, you are three, have mercy on us!”

Summing up: Many, many, many leaders/managers can do with keeping this story in mind, putting aside the arrogance that goes with their elevated roles, and adopting the pragmatic humility of the bishop.  Focus on workability and use whatever method/tool is appropriate. Do not make a God of a specific doctrine, method, tool.  If you are going to make a God out of anything, then make a God out of your people – their potential to do amazing work and create amazing works.

Enough for today. I thank you for your listening and wish you great living. Until the next time….

 

Are Leaders & Management Practices The Key Obstacles To High Performing Organisations?

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation….  What is the key ‘thing’ that has struck me?

The ongoing blindness of Tops and Middles, the messiness of effecting any substantial organisational change, and how Tops and Middles are often the biggest barrier to effecting this kind of change.

Allow me to illustrate what I am getting at by sharing a few passages from one of the best business books (Creativity Inc by Ed Catmull) that I read in 2015. by sharing the following with you (bolding is mine):

When it comes to creative inspiration, job titles and hierarchy are meaningless. That’s what I believe. But unwittingly, we were allowing this table …. to send a different message.  The closer you were seated to the middle of the table, it implied, the more important – the more central – you must be. The farther away, the less likely you were to speak up – your distance from the heart of the conversation made participating feel intrusive…. Without intending to, we’d created an obstacle that discouraged people from jumping in. 

Over the course of a decade, we held countless meetings around this table in this way – completely unaware of how doing so undermined our own core principles.  Why were we blind to this? Because the seating arrangements and place cards were designed for the convenience of the leaders, including me. Sincerely believing that we were in an inclusive meeting, we saw nothing amiss because we didn’t feel excluded.  Those not sitting at the centre of the table, meanwhile, saw quite clearly how it established a pecking order but presumed that we – the leaders – had intended the outcome. Who were they, then, to complain? 

It wasn’t until we happened to have a meeting in a smaller room with a square table that John and I realised what was wrong. Sitting around the table, the interplay was better, the exchange of ideas more free flowing, the eye contact automatic. Every person there, no matter their job title, felt free to speak up….. At our long, skinny table, comfortable in our middle seats, we had utterly failed to recognise that we were behaving contrary to …..

Over time, we’d fallen into a trap. Even though we were conscious that a room’s dynamics are critical to any good discussion, even though we believed that we were constantly on the lookout for problems, our vantage point blinded us to what was right before our eyes…… I went to our facilities department…. A few days later …. our new table was installed, solving the problem.

Still, interestingly, there were remnants of that problem that did not immediately vanish just because we’d solved it.…. While we’d fixed the key problem that had made place cards seem necessary, the cards themselves had become tradition that would continue until we specifically dismantled it. 

This is the nature of management. Decisions are made, usually for good reasons, which in turn prompt other decisions. So when problems arise….. disentangling them is not as simple as correcting the original error. Often finding a solution is a multi-step endeavour. There is the problem you know you are trying to solve  (think of that as the oak tree) and then there are all the other problems (think of these as saplings) that sprouted from the acrorns that fell around it. And these problems remain after you cut the oak tree down……

For me, the key to solving these problems is finding ways to see what’s working and what isn’t, which sounds a lot simpler than it is…… in a way I’ve been searching all my life for better ways of seeing. 

Ed Catmull, Creativity Inc

I invite you to notice the following about the way we – human beings – show up and operate:

  1. We automatically assume that our actions are in line with our beliefs;
  2. As long as it feels right for us we assume that it is right;
  3. We can be blind to that which is right in front of us for decades. Why? See point 2 above;
  4. The access to change is breakdown in the routine that changes lived experience – in the case of Ed Catmull finding himself having a meeting with the team in a smaller room with a square table and feeling the difference in the experience of communicating with one another;
  5. The nature of human life is entanglement – many ‘things’ are entangled with many other ‘thing’ – therefore, solving problems is much harder than creating them;
  6. The key to high performance of any kind is deliberately setting about creating situations which expose you to new situations, shift your vantage point, affect your feelings.  So if you want to know what it is like to be a customer then be a customer. If you want to know what it is like to be a call-centre agent then be a call-centre agent – regularly……
  7. Transformation  – business transformation, customer experience transformation, digital transformation – does not occur overnight. And it certainly does not come ‘out of the box’ whether that is through the strategists toolbox, the best practices toolbox, or the cloud software as a service toolbox.

Continue reading “Are Leaders & Management Practices The Key Obstacles To High Performing Organisations?”

On Customer Experience, Brand Values, and a “Sense of Honour”

Let’s start today’s conversation with the following passage:

By strategy, Bourdieu… does not mean conscious choice or rational calculation. The strategies employed by the Kabyle are not based on conscious, rational calculations but on a “sense of honour” that guides complex manoeuvres of challenge, riposte, delay, aggression, , retaliation and disdain.

The sense of honour derives from sets of dispositions that internalise in practical form what seems appropriate or possible in situations of challenge, constraint, or opportunity. Thus, choices do not derive directly from objective situations in which they occur or from transcending rules, norms, patterns, and constraints that govern social life; rather they stem from practical dispositions that incorporate ambiguities and uncertainties that emerge from acting through time and space. 

– Culture & Power, The Sociology of Pierre Bourdieu by David Swartz

Look at the organisation that you find yourself leading or working within and for.  Is there such a thing as a “sense of honour” present in this organisation? If there is then who and what is honoured? Is it the customer?  Is it the humanity of the folks that work in your organisation? Your partners in the value chain? The shareholders? Making the numbers, getting ahead, becoming the largest, beating the competition? VW is not the only organisation – just the latest one to be exposed for what the modern organisation is centred on.

So you have customer experience centred digital transformation vision. And associated programme plan. If you are going about this in a ‘best practice manner’ you have defined the objectives, listed the business capabilities you will need, identified the data and content you will need, the information technology applications (CRM, marketing cloud, e-commerce, CMS…) and the IT infrastructure. Oh, and I forgot, you have a bunch of folks busy on mapping and possibly even redesigning business processes. You may even be enlightened and looking at the people part of the puzzle / architecture.

What about the critical question? The “sense of honour”.  Who is busy generating the “sense of honour” required to genuine show up and travel (as experienced by the customer) as a customer experience centred organisation that consistently does right by customers: like produce/deliver the product you are actually selling (like Apple, unlike VW), like treat the customer as s/he wishes to be treated – with attention, with courtesy (like Zappos or John Lewis, unlike your ISP/telecoms provider),  like create a platform for customers to access critical information and tools so that they can help themselves when it makes sense for them to do so (like Amazon)?

 

It is at this point that somebody will come up with brand values. Or corporate values. This somebody will state that these constitute the organisation’s “sense of honour”. But do these constitute that customer-experience centred “sense of honour” I am talking about here?

Let’s be straight with one another. You know and I know that the brand values are stuff that is cooked up by the marketing folks usually to differentiate where really there is no differentiation. You know and I know that these brand values are primarily driven for image making purposes. You know and I know that these brand values are seen as fictions outside of the marketing department.

What about the corporate values plastered on mission, values, purpose statements and usually on the walls?  Let’s be straight with one another again: they are empty aren’t they?  The fact is that they are not embodied in the organisation by most of the folks in the organisation. And rarely are they embodied by the Tops that pronounce these corporate values. Most of  us see these for what they are: propaganda, delusion, or simply aspiration.

So what is my point? My point is that almost all of the organisations that I have ever encountered (worked for, consulted for, been a customer of) lack  a “sense of honour”. And certainly they lack a sense of honour that values genuine care and loyalty for the folks that do business with your organisation. What this means is that you can make all the changes you want in communication channels,  technologies, data, and business processes and you are unlikely to attain your desired outcomes: genuine engagement, genuine loyalty. Loyalty is born of sacrifice. Sacrifice does not come easily beyond the family. Which is why tribes and communities (usually numbering in the tens to hundreds) go to great lengths to cultivate a “sense of honour” and practical dispositions attuned to the “sense of honour”.

My advice? If you are the leader and you wish your organisation to be genuinely customer experience centric and call forth loyalty then embody the “sense of honour” that necessarily goes with such a stance.  And work on infusing all the people in your organisation with this “sense of honour” such that this sense of honour become a set of practical dispositions where anyone in the organisation will naturally do what is right for the customer in any given circumstance. If you are not up for this then I wish to highlight one of my key learnings over the last 25+years:

Old Organisation + New Technology = Old Org. + Trauma – Money

Enough for today, I thank you for your listening and wish you the very best. A la procaine.

Leadership Involves Mastery of Initiative Conversations

Effective Leaders Excel At Initiative Conversations

I say that a leader is s/he who brings about a future that wasn’t going to happen anyway. I also say that human beings are beings who live in-through language. This leads me to conclude that a leader is s/he who is a master of using language to bring about a future that wasn’t going to happen anyway. This begs the question, what kind of language? To bring about a future that wasn’t going to happen anyway a leader has to take the initiative and effect change in the present. This means that a leader has to excel in the art of Initiative Conversations.

An Enquiry Into Initiative Conversations

At this point you are likely to want me to define an ‘Initiative Conversation’. Here’s the definition:

An Initiative Conversation is a proposal to create a new future, with the intention of making the future a reality. What makes an Initiative Conversation unique is not that it is a way of talking about starting something. It actually does start something.

– Jeffery and Laurie Ford, The Four Conversations

I am aware of the limitation of definitions, so allow me to bring this definition to life by giving you an example of an Initiative Conversation:

I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to the earth. No single space project in this period will be more impressive to mankind, or more important for the long-range exploration of space, and none will be so difficult or expensive to accomplish. Let it be clear … that I am asking Congress and the country to accept a firm commitment to a new course of action, a course which will last for many years and carry very heavy costs. If we are to go only half way, or reduce our sights in the face of difficulty, in my judgement it would be better not to go at all.

President John R. Kennedy speaking to joint session of Congress on May 25, 1961

What Makes Initiative Conversations Necessary?

In my conversations with my children I often say “The being of man, your being, my being, is not the being of this table right in front of us!” What do I mean by that? Allow me to shed light on that by sharing the following with you (bolding mine):

The twig has no relationship to it’s future, drifting passively in the wind.

People are not twigs: we can create a future by design. We have desires or intentions, goals or plans, and can have an active relationship to the future….. When we become active and intentional about our future, we can deliberately choose to make something happen… The desire for something better is characteristic of human beings. 

To make your goals a reality, begin by having Initiative Conversations: announce the future you want to achieve, and invite other people to join you in making it happen

Initiative Conversations are proposals that share an idea for an attractive and worthwhile future, and show people the possibility and the value in fulfilling it…. In many cases, the Initiative Conversation goes beyond informing people, and begins to engage them and excite them about being part of making something happen….

– Jeffery and Laurie Ford, The Four Conversations

How can you tell whether you have held an effective Initiative Conversation or not? Simple. An effective Initiative Conversation does more than inform or provide direction. An effective Initiative Conversation moves the people taking part in that conversation! The people are moved as in excited by the new future and being so excited they are moved to enter into the ‘arena’ where work has to happen to bring about the new future. At a very human level, you/i feel it: there is a certain energy, a certain buzz.

What Are The Constituents of An Initiative Conversation?

1. What-When-Why

The following three elements make up the heart of an Initiative Conversation:

1. What is to be accomplished (the desired outcome);
2. When (date-time) are we committed to accomplish the desired outcome; and
3. Why does it matter that we generated the desired outcome by such a date-time?

Regarding these elements I share the following advice with you:

What
The What element …. needs to be brief and compelling to attract the intended audience.

When
Every goal needs a timeline – that is what makes the new future a specific event instead of an abstract idea.

Why
The value of an initiative needs to be spelled out clearly for everyone, especially when it requires financial or material resources, or causes people inconvenience or extra work. Why is a value statement that provides the context for the change and allows people to choose to spend their time, money, and effort to reach the goal.

– Jeffery and Laurie Ford, The Four Conversations

2. Who-Where-How

Let’s imagine that you have thought through your What-When-Why. Are you now in a position to out into the world and hold Initiative Conversations? No. You need to think through the Who-Where-How:

Before taking your initiative on the road, consider Who needs to hear the message, Where the resources are, and How the work might get done.

– Jeffery and Laurie Ford, The Four Conversations

How much work do you need to do in this domain? Do you need to have fully fleshed out stakeholder management plan? Do you need a fully fleshed out business case and inventory of resources required? Do you need a detailed MS Project Plan running into hundreds, even thousands of tasks, that will send just about everybody to sleep? No. Just need to do enough to show that you have thought through what it will take to bring about the desired future:

Who Needs to Participate?

Identify all the different individuals and groups you believe will be needed to accomplish the initiative. Who could do the work? Who could provide the resources? Who will receive the benefits? Who needs to authorise, approve, or regulate some aspect of the initiative? This is your first guess, which you will probably continue to revise as you go forward….

Where Will The Resources Come From? 

The process of taking an idea through an implementation process to its fulfilment requires resources….. consider what resources are likely to be required and where they might come from. Where could you get the money, the people, and the tools?

How Might The Work Get Done?

Even though you do not need a fully detailed work plan at the initiative stage, it is helpful to think through what might be involved in accomplishing what you are proposing…. The objective is to begin sketching out what you think will be required… suggestive rather than definitive. The prime benefit of doing this task now is that it lets you see where you need input and ideas from others …..

– Jeffery and Laurie Ford, The Four Conversations

3. Hold The Initiative Conversations And Keep Holding Them

When you have both the What-When-Why and the Who-Where-How then you are in a good place to hold Initiative Conversations through a variety of communication methods. When you hold these Initiative Conversations I counsel you to heed these wise words (bolding mine):

The important thing is to include everyone who might have a direct or an indirect contribution to make to the fulfilment of the vision. You want to give people an opportunity to learn about the initiative and think about how their own activities and environment will change. Your goal for Initiative Conversations is to get people talking….

You will probably say this same initiative statement (What-When-Why) many times. One important job for the leader is to keep the big-picture goals alive for people by repeating them as the initiative progresses towards completion. Initiative Conversations tend to have short lives. Even when things are going well, people get caught up in their local details, and the big picture fades from view, so they need frequent reminders about the purpose of their labors.

– Jeffery and Laurie Ford, The Four Conversations

What Does This Have To Do With Customer Experience Transformation?

I invite you to consider that most organisations doing Customer stuff (CX, CRM) fail because the folks in leadership positions fail to plan for and hold effective Initiative Conversations. These ‘leaders’ fail to move the folks through communicating a compelling-energizing-uplifting What-When-Why.

I also find that many ‘leaders’ fail to do a good enough job of the Who-Where-How. Consider the Who. Is it not the case that when it comes to organisational change only the favoured circle are included, really included, in the Initiative Conversations; most of the folks who will do the work and whose lives will change (usually dramatically) are treated as pawns to be moved around the organisational chess board.  Consider the questions of resources (Where) by using an airline analogy. In the airline business one does not have folks flying planes with say 90 units of fuel if 100 are needed to get to the destination. In organisational worlds that I have witnessed, I have found it is common for those charged with implementation to be given only 80 units when 100 are needed, and then for these folks to be punished when they ‘resist change’ or do not bring about the desired outcomes. Consider the How: how often is it that folks that dream up visions, develop strategies, and mandate change do not adequately grapple with  how the work of change will occur  thus storing up trouble during the implementation phase.

And Finally

I thank you for your listening to my speaking. I look forward to listening to your speaking if you choose to speak by commenting.  I wish you a great day and ask that you cause this weekend to be a great weekend for you and all whom you touch. Why not hold Initiative Conversations about what really matters to you, with the folks that matter?  Initiative Conversations are just as relevant in the personal domain as they are in the business/organisational domain.

Please note an earlier slightly modified version of this conversation was published in May 2015 at CustomerThink.com as part of the  monthly Human-Centred Leadership column.

Are There Are Any Flaws In Today’s Hot Theories on Leadership?

What does it take to cultivate strong relationships with the folks that you find yourself leading or managing?

As I listen to the folks in HR, and those that talk leadership, it occurs to me that a specific style/approach is being advocated: be nice to folks, listen to them, don’t lose your calm, delegate/share power, make them feel they matter…  If this is the case then how is it that Steve Jobs is held up as one of the most effective business leaders of all time? Steve Jobs, at least what I know of him, was not the exemplar of this approach.

We can ignore anomalies, breakdowns/holes in our existing take on reality, or look into them, explore and learn. Today, lets take this breakdown to see what it might conceal. As it happens this was a matter that I was grappling with whilst I found myself incapacitated for 4-5 weeks. I’d like to share with you what showed up for me. I invite you to listen to the words of Douglas McGregor as spoken in his book The Human Side of Enterprise (bolding mine):

Many subtle behavioral manifestations of managerial attitude create what is often referred to as the psychological “climate” of the relationship. During childhood ….. each of us acquired a high level of skill in perceiving aspects of parental behavior which told us whether everything was “all right with the relationship. Even very small children are amazingly sensitive to quite unconscious manifestations of parental attitudes of acceptance or rejection...

Granted that the subordinate’s dependency is far less in the employment relationship, it remains materially true that his ability to achieve his goals is materially affected by the attitudes of his superiors….. The climate is more significant than the type of leadership or personal “style” of the superior. The boss can be autocratic or democratic, warm and outgoing or remote and introverted, easy or tough, but these personal characteristics are of less significance then the deeper attitudes to which his subordinates respond. 

What Do You Get When You Swear At, Drive, Discipline, Dictate At Those You Lead?

Let’s continue this conversation by listening to Douglas McGregor share an anomaly that he encountered at a manufacturing company (bolding mine):

The mechanical superintendent in a small manufacturing company was the prototype of the “bull in the woods” manager. He swore at his men, drove them, disciplined them, behaved superficially like a Napoleon. He was the despair of the staff group who were carrying on a program of supervisory training in human relations. Yet, oddly, his subordinates appeared to have high regard to him. They said, “Oh is bark is worse than his bite.” Morale and productivity in his department were both high.

Let’s stop here for a moment and reflect. Here we have a real life example that goes against the conventional wisdom of human-relations – at least the wisdom advocated by leadership gurus, and HR advisors/practitioners. What is going on? How is it that someone who swears, drives, acts like Napoleon calls forth high regard, morale and productivity from the very folks he is swearing at, driving and disciplining? I say we are back to Steve Jobs and the question that I posed at the start of this conversation.

Is Effective Leadership Limited to Creating a Deep and Satisfying Emotional Certainty of Free Treatment?

I invite you to listen some more to the words of Douglas McGregor (bolding mine):

Probing revealed some significant facts. He was known as a “square shooter” who dealt with his men with scrupulous fairness. Despite his superficial toughness he was sincerely and warmly interested in his subordinatesWhen they were in trouble – whether it was a simple matter of a few dollars to tide a man over until payday, or a family crisis – he helped out in matter-of-fact way that left no uncomfortable feeling of being patronised.

Most important of all, he was known to be ready to go to bat for his men on any occasion when he felt they had not been accorded a fair break by higher management. The men spoke with awe of two occasions during a ten-year period when he had stormed into the office of the big boss to demand that a decision be altered because it was unfair to “his boys.” When he was refused in one of these instances, he resigned on the spot, put on his hat, and left. His superior actually followed him out to the gate and capitulated.

Douglas McGregor concludes his take on this superintendent and his leadership/management style with the following words of wisdom:

His managerial attitude cuts across authoritarianism, permissiveness, paternalism, firmness and fairness, and all the other “styles” of management to create a deep and satisfying emotional certainty of fair treatment.

It occurs to me that Douglas McGregor’s take on leadership/management accounts may just account for the success of Steve Jobs as a leader/manager. From what I have read, Steve Jobs surrounded himself with A players: those that showed up as A’s were treated as As, those who did not were pushed out.

I Find Myself Disagreeing With Douglas McGregor. Why?

How is it that I find myself left uncomfortable and in disagreement with Douglas McGregor? I say that the ground upon which the exercise of human-centred leadership occurs is ‘care’: genuine care for the wellbeing of one’s ‘boys and girls’. Care is more than fair treatment. And is illustrated by this superintendent in two ways. First, when “his boys” were in troubles he helped out “in a matter of fact way that left no uncomfortable feelings”. Fair treatment in the workplace does not require one to lend money to the folks you are leading or help them out with family crises. Second, he resigned. Fair treatment would require that the superintendent go to bat for his boys – to make the case. It does not require one to resign. So how does this resignation show ‘care’? It occurs to me that it shows the other (usually hidden side) of care: care for one’s stand in relationship to what will and will not stand for. In his case, the Superintendent was not willing to stand for anything less than fair treatment for “his boys”. I bet that “his boys” were proud to be called “his boys”.

Note: this conversation is a modified version of the conversation published earlier at CustomerThink.com

Competency: The Untapped Lever For Improving the Customer Experience And Cultivating Loyalty?

It took me over nine months to get my eldest son to consult Sandra about his shoulder/back pain. It took only one consultation for him to book another four sessions with Sandra. Why? Because Sandra is excellent at what she does.

How does Sandra demonstrate her excellence? In her greeting. In how quickly-easily she spots what the underlying causes are. In how effortlessly she causes the necessary adjustments. In how keen and effective she is to communicate with, inform, and educate the folks that go and see her.  In short Sandra is competent in that which matters.

What are the sources of her competence? This is what I have distinguished. One, she has been doing what she has been doing for forty years. In her early years. Two, she is really into her chosen field and so keeps up to date with the latest research. Three, she is open to learning  – including learning from the folks who are her clients.

I say competency matters. I say that competency can provide powerful access to improving the customer’s experience of you and your organisation, and cultivating meaningful-enduring relationships. And I say that competency is neglected. Why? It occurs to me that the assumption is that folks / processes / technology are competent. Is this assumption valid?

Allow me to give you examples of incompetency that I have come across myself:

Many if not most marketers are incompetent. Some are not adequately skilled in the creative side. Many are not skilled in the data/analytical/digital side of marketing….

Most sales folks are not competent in the craft of selling.  Some lack commercial acumen. Others lack an adequate grasp of their customer’s industry/business. Some lack a through grapes of the product/solution that they are selling. Others lack the ability to focus on the clients/deals that matter. Some suffer from all of these handicaps.

Most of the folks that I have found to be in retail stores are incompetent. Some are not skilled in greeting / welcoming customers. Others simply do not have the requisite product knowledge to answer the customers’ questions. Some cannot work the technology that they need to be able to work quickly-easily to serve customers promptly….

Most of the folks in call-centres are incompetent. Some simply do not have the requisite listening and speaking skills. Others do not have the knowledge-understanding to provide the right answers to customer queries. Some are not adept at working the range of systems that they need to interact with to deal with customer queries. Others lack a sound understanding of the company’s processes.

Most managers are incompetent. Some are incompetent in the task dimension. Most are incompetent when it comes to working effectively with people and calling forth the best from their people.

Many of the IT folks are incompetent. Some do not understand the technologies that they are dealing with. Far more and most are unskilled in dealing effectively with human beings or simply bearing in mind that they IT systems must serve the needs of people if these systems are going to be adopted and used effectively….

Most business processes are incompetent – they are not fit for purpose.  Some are simply out of date. Many are too restrictive – they do not allow folks to respond flexibly to the demands of the situation.  So the folks who find themselves amidst these processes have to find creative ways around these processes. Or stick to the script and leave customers with the experience of dealing with robots.  That is is the biggest incompetency of business process fixation: turning resourceful, creative, flexible beings (human beings) into mindless morons.

Most IT systems are incompetent. Some are simply not useful – they do not help the folks to get the job done better, quicker, easier. Others are not usable – they take to long to learn, finding one’s way around the system is not intuitive, they are not accessible when they need to be accessible, or they are not adequately responsive… Most are simply not for human beings with soul. And of course often there are simply too many of these systems and these systems do not talk to one another – thus creating extra work for the human beings.

I say that when you choose to really look at the world of business through the lens of competency you may just be amazed on how incompetency is ubiquitous. I say that the organisational world is wide open for those who wish to make a name for themselves (and/or their organisations) by rising above the general level of incompetency and committing to excellence.  I say that one critical role of effective leaders is to set and live high standards – standards which define competence as being no less than excellence as defined by the ‘customer’ of the product, the process, the system…