Lead Don't Boss

Allow others to inspire. Find the how. Get out of their way. Be present even during challenging times. Have clear expectations. Don't expect to ever have all the answers.

Helping others is a privilege. Back your people up. Be bold. Never stop learning. Open door policies are for those who mean it. Don’t hide behind busy. It’s their career too.

Be inquisitive. Invest at least half of your time helping people. Hire passion. A team is more than celebrating victories. Don’t be a boss. Listen.

Don’t hide when your people need you. Grow their strengths. Let them shine. Be fair. Get to know what motivates everyone on your team. Seek guidance from those who are committed to helping you grow.

Customer service begins with you. Never settle. Understand that it will be the most rewarding work you’ll ever have the privilege to do.

And it won't be listed on your business card.
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Meet Sue Austin

Like you, I’ve seen and read plenty of content on how to get out of our heads or push through adversity, and more will be required as we live our lives, but I wanted something different, something that would be a good stiff kick in the butt.

Leadership isn't about being in control when the road is straight and dry but rather handling difficulties and unforeseen curves along the way.

This is Sue Austin


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A Couple of Dozen Thoughts for Leaders

Allow others to inspire. Find the how. Get out of their way. Be present even during challenging times. Have clear expectations. Don't expect to ever have all the answers.

Helping others is a privilege. Back your people up. Be bold. Never stop learning. Open door policies are for those who mean it. Don’t hide behind busy. It’s their career too.

Be inquisitive. Invest at least half of your time helping people. Hire passion. A team is more than celebrating victories. Don’t be a boss. Listen.

Don’t hide when your people need you. Grow their strengths. Let them shine. Be fair. Get to know what motivates your people. Seek guidance from those who are committed to helping you grow.

Customer service begins with you. Never settle. Understand that it will be the most rewarding work you’ll ever have the privilege to do.

And it won't be listed on your business card.
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Keeping Healthy Relationships

The stats are grim; more than half of our relationships don’t work out. Is it because the reason we started them isn’t solid? Could it be because they don’t meet our expectations or we fail to meet those of others? Yes. Maybe. No. Who knows.

We change constantly over our lifetime. Our goals shift and our desires alter. My theory on relationships – at work or at home, with lovers and friends – is it requires two willing participants to keep it going and remain healthy. We all mess up but with kindness, openness, and trust, we can get through a lot together.

Silos and Departments

You can see it when team members disengage. It is at that intersection where the work is required to repair and save a relationship. Resentment and scorecards can damage companies and personal relationships faster than losing a big contract or letting a customer down.

It’s the work we do in our relationships that creates great stuff. When the proverbial chips are down is when we find out what we’re made of and how strong we are together. It’s easy to get along when the sun is shining. We grow most during stormy weather. It's been said a thousand ways but experiences make us better. And those experiences aren't always rosy and fun.

Being Right. Being Kind.

Humility is tough to hold on to when we’re upset or stressed. When we hurt those closest to us, it hurts us too. I’m no Pollyanna but we need to do all we can to repair our mistakes and save the connection with a wonderful person in our lives, or gather our teams to solve a business issue.

The release we may get from storming out of the room or throwing our phone over a silly argument will subside before we get to our car. Getting quiet and figuring out why a relationship is in our lives is the key to resolving most – if not all – of our conflicts.

Our most valuable resources are our time and each other.
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Kneale Mann | People + Priority = Profit
New Book out in 2016 – Details soon!

What Could We Do Today?

Today we could worry less. Today we could recognize our goals are not their priority. Today we could exceed expectations.

Today we could stop making excuses. Today we could listen to our own opinion.

Today we could stretch a little more. Today we could make another phone call. Today we could not be so hard on ourselves. Today we could lead by example. Today we could create an open collaborative corporate culture.

Today we could not put it off until tomorrow. Today we could listen more. Today we could be the director of our own lives. Today we could stop blaming others.

Today we could stop worrying about what others think of us. Today we could help someone. Today we could let someone else's idea take the lead. Today we could let others have a voice.

Today we could take a step forward. Today we could not think too much. Today we could laugh at ourselves. Today we could understand this may take a while.

Today we could be less cautious. Today we could be open minded.

Today we could but that's up to us.
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Kneale Mann | Leadership and Culture strategist, writer, speaker, executive coach engaging leaders, collaborative teams, and strong business results.

istock

Managing Expectations

We make choices every moment of our lives. If we’re in a group, team, or company, those decisions are often magnified and frequently tied to a financial element.

Through every interaction, in tiny increments, we are making choices and creating expectations. We are agreeing on terms, making verbal and written contracts, setting deadlines, and creating anticipation for what we think will happen.

But are we articulating it well to others?

You see it when a supplier and a customer meet about deliverables, prices, quality, or a myriad other issues. Both parties think they’re right and as often is the case, the truth is somewhere in the middle.

The sales manager expects all of her reps to make a minimum of five prospect calls a day because she included it in an email nine months ago and it is how she built her client list so how could there possibly be another way.

Don’t bring me problems, offer solutions.

That sounds good on the surface, you don’t want a bunch of whiners and complainers, but if your team's solutions aren't implemented then they may stop offering them. Leaders need to create a culture where they are clear what they need and how each member can contribute.

The next time you share an idea, check in to see how it’s been received and how others may want to be involved. And with all of our technology and progress aside, a conversation can go a long way. A lesson I learn every day.

Managing perceptions might be our first step.
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Kneale Mann | Leadership and Culture Strategist, Writer, Speaker, Executive Coach engaging leaders to build successful talent and profitable business.

lifehack

What's Your Excuse?

I was looking for something inspirational this morning. Like you, I’ve seen and read plenty of content on how to get out of our heads or push through adversity, and more will be required as we live our lives, but I wanted something different, something that would be a good stiff kick in the butt.

Leadership isn't about being in control when the road is straight and dry but rather handling difficulties and unforeseen curves along the way.

Meet Sue Austin



TED | Sue Austin

Twenty-Three Leadership Ideas

It's been said repeatedly that leadership is not a job title and doesn’t materialize on a company’s org chart. It comes from communication and compassion about helping people grow. It thrives through action.

You don't acquire leadership with a pay raise or VP stripes. It requires daily focus and comes from inside you. Leadership is necessary from all stakeholders. You probably do most of these but here are some suggestions as you navigate your day.

Allow others to inspire. Find the how. Be present even during challenging times Have clear expectations. Don’t expect to ever have all the answers. Helping others is a privilege. Back your people up.Be bold. Never stop learning. Open door policies are for those who mean it. Don’t hide behind busy.

It’s their career too. Invest a minimum of 50% of your time helping people.
Be inquisitive. A team is more than celebrating victories. Lead don't boss.

Listen. Don’t hide when your people need you. Seek guidance from those who are committed to helping you grow. Customer service begins with you. Help grow their strengths. Be fair. Get to know what motivates your people.

Leadership may be the most rewarding work we will ever do. But we won't find it on our business card.

Kneale Mann

2012 Top 10 - March 2012 | freefoto

Today We Could

Today we could stretch a little more. Today we could make another phone call. Today we could not be so hard on ourselves. Today we could lead by example.

Today we could stop worrying about what others think of us.

Today we could take a step forward. Today we could not think too much. Today we could laugh at ourselves. Today we could understand this may take a while.

Today we could stop making excuses. Today we could listen to our own opinion.

Today we could worry less. Today we could recognize our goals are not their priority. Today we could exceed expectations.

Today we could not put it off until tomorrow. Today we could listen more.
Today we could grab life by the throat. Today we could stop blaming others.

Today we could be open minded. Today we could help someone.

Today is up to us.

Kneale Mann

shutterstock

Is Customer Service an Endangered Species?

If you work somewhere, you have customers. Even if you are eight levels away from actual paying clients, you are part of the equation. Which means you have a chance to improve or diminish the experience each and every customer has with your company. We are also customers of each other inside our companies. I call it internal customer service. Without it, external customer service will forever be a challenge.

We all want great service but clearly we don't always get it. Why is that? Is it because good enough will do for most people? Is it because the fear of actually stopping and doing a great job will cost you more than the profit made from that customer?

Money Talks

Perhaps most companies think we’ll be satisfied with what we get and keep coming back for more. Maybe we don't know any better. Maybe we just don't care. We all mess up, we all make mistakes, but when it becomes a pattern, there is cause for concern.

The best tactic is to vote with our wallet. But with some companies it certainly makes one wonder if customer service is something that should be relegated to annual reports, marketing collateral and coffee mugs.

If you want to establish a competitive edge, provide great leadership and service. Then you can take some chances.

Kneale Mann

cartoonchurch

23 Leadership Ideas

It's been said repeatedly that leadership is not a job title and doesn’t materialize on a company’s organizational chart. It comes from communication and compassion about helping people grow. It thrives through action.

You don't acquire leadership with a pay raise or VP stripes. It requires daily focus and comes from inside you. Leadership is necessary from all stakeholders. You probably do most of these but here are some suggestions as you navigate your day.

• Allow others to inspire
• Find the how
• Be present even during challenging times
• Have clear expectations
• Don't expect to ever have all the answers
• Helping others is a privilege
• Back your people up
• Be bold
• Never stop learning
• Open door policies are for those who mean it
• Don’t hide behind busy
• It’s their career too
• Invest a minimum of 50% of your time helping people
• Be inquisitive
• A team is more than celebrating victories
• Don’t be a boss
• Listen
• Don’t hide when your people need you
• Seek guidance from those who are committed to helping you grow
• Customer service begins with you
• Grow their strengths
• Be fair
• Get to know what motivates your people

Leadership may be the most rewarding work we will ever do. But we won't find it on our business card.

Kneale Mann

image: waap

Both Sides of Customer Service

Completing the Circle

It may be safe to say that I am among the vast majority of people who don’t like to go to the doctor or dentist. We scaredy cats would rather do just about anything to avoid it. Perhaps it's fear of pain or worry they will find something wrong.

After a couple of years, I went to the dentist this week. All the fretting and avoidance was for not. From the moment I walked through threshold of the office, I was greeted with a friendly face, sat in a nice waiting room, spent an hour with my hygienist who rocked and the dentist herself was kind and friendly. Despite wanting to have been just about anywhere else, the experience was enjoyable.

Managing Expectations

Our hope is to get good service when we buy something from a store or online portal. Sadly, the bar is low. So if it’s reasonably enjoyable or maybe even somewhat hassle free, we’re good. That is simply not acceptable. Yet we are customers and providers giving and taking, selling and buying all day long. Customer service is not a one-way experience. If you're not prepared to give great customer service, don't be surprised if your revenue line decreases.

Now you could argue that the guy behind the sandwich counter at lunch doesn’t need to be friendly when you have 20 minutes to keep the wolf from the door, but these things build up. We can’t turn on our good customer service for the things we deem important and do the minimum for the rest.

Beyond Skills

The dentist’s office doesn’t just clean and fix my teeth. The friendly competent nice people provide a safe place where a fully grown man can be a big baby for no concrete reason. And in this particular case, they seem to enjoy what they do. And that's the second part of providing great customer service.

The cliché that we're all in sales is not the whole story. Don’t sell me; show me why I should engage with you. And I won’t sell you; I will show you how I can enhance what you need. And floss daily!

What are your thoughts?

Kneale Mann

Inflating Expectation

Do you know how customers or clients perceive you?

Do you know how they talk about you? How they feel about you? What they tell others about you?

Create or Deliver.

You may have heard the story of Frank and Bob - the managers of two different oil and lube places.



Both got the idea of offering a free car wash to every customer.

Frank printed up pamphlets, put a sandwich board out front, painted the window, put another sign by the customer service desk and devised an abrasive advertising campaign, all to tell the world about his special offer.

Bob simply washed customers' cars.

Who got more complaints?

Which guy had a line-up of satisfied customers who told everyone and which guy had to endure complaints from customers who were unhappy about their less-than-perfect previously promised car wash?

Bob exceeded expectation. Frank created inflated expectation.

Surprise and Delight.

Perhaps tuck in a little something extra when merited without making a fuss or a previous promise.

Possibly the under promise over deliver model is alive and well.

If you do those unexpected things your USP will become a lot clearer.

Do you think it will work?

knealemann
Helping you integrate all you do with all you do.

Image credits: oilchangecoupon | carsabout

Surprise And Delight

Do You Know?

How your customers or clients perceive you? How they talk about you? How they feel about interacting with you?

Do you? Really?

Have You Ever?

Put yourself in the place of your customers? Walked a proverbial mile in their shoes?

Have you? Really?

Definition: Customer Service


You may have heard the story of Frank and Bob - the managers of two different oil and lube places. Both got the idea of offering a free car wash to every customer.

Frank printed up pamphlets, put a sandwich board out front, painted the window, put another sign by the customer service desk, devised a big advertising campaign featuring yelly-screamy creative – all to tell the world about this awesome extra thing he was offering with his service.

Bob simply washed people's cars before returning them without their previous knowledge and thanked them for their business.

Branding Only Happens
Between Customers

Which guy had a line-up of satisfied customers who told everyone and which guy had to endure complaints from customers complaining who were unhappy about their less-than-perfect previously promised car wash?

Bob had exceeded expectation and Frank had created inflated expectation.





Looking For An Avantage?

Maybe just surprise and delight. Possibily put your ego aside and just give great service. Perhaps tuck in a little something extra without making a fuss. If you do those extra little unexpected things your USP will become a lot clearer.

Do you think word
will get around?

@knealemann
Let’s create experiences, not campaigns.

What Is Your #1 Business Relationship Rule?

As we near the end of a tumultuous year with the promise of another one on the way, many are reflecting as they often do near the Holidays. Of course it is time to get together with friends and family, to recharge the proverbial batteries and refocus our newly found energy.

Everyone needs and deserves a break but few of us feel we can afford that luxury right now. Simply put, we have to take our eyes off the work and money road and give ourselves times for reflection.

My passions are music, media, entertainment, social media, and marketing. What I’m excited about is the wonderful possibilities for us to integrate our forces and our projects. It is time for us to meld ideas and partners in projects for mutual benefit.

Above all, my true passions are: accountability, teamwork, strategy and focus.

Over the last couple of days, I have been asking a simple question on Twitter: What is our #1 business relationship rule? Thanks for all the responses! I did receive some of the expected ones like:

- Follow up on what you promise
- Under promise and over deliver
- Do what you say you will do

When possible, true integration is when all parties work together from the beginning.

Some other responses included:

Near Real Time Response
Love this one! Prove it with action. Again, the more information and input you can gather from the other people on the project gives you a better chance to respond swiftly and accurately.

Never Forget The Relationship
This works very well when factions work together at co-creation rather than execution. Relationships are not built on price point, deals and hidden agendas. Jennifer Rice recently wrote an excellent piece on the co-creation of luxury brands.

Relationships take time and trust. And they are more important now than ever!

Never Compromise Your Beliefs Ethics or Reputation
This is obviously different for everyone. The art of the deal, the way we do business, and I win/you lose - happen all the time. If you want to take on this mantra, be prepared to walk away from business. And that is perfectly acceptable.

I admire people who can stick to their beliefs – though speaking as one who always tries to do so; it can put you in situations where people will disappoint you. So be it!

I will add a few of mine: assume nothing, be realistic, share with and include everyone, put your focus on what they need in place of what you need. Or as I often say “I’m not here to cover my butt, I’m here to cover yours”.

The best evidence of future behavior is past behavior.

What Is Your #1 Business Relationship Rule?

km

Managing Insanity and Expectations

“The definition of insanity is doing the same thing over and over and expecting different results.” - Benjamin Franklin

The man who invented bifocals, the odometer, the lightning rod, and hundreds of other items was the personification of doing things a different way every time and certainly never giving up.

If you switch the Franklin quote around slightly you can claim that another definition of insanity is doing different things expecting the same results.

It happens in business all the time. A company is formed and the founders want to revolutionize their industry by introducing new concepts and ideas without realizing - good or bad - that they won’t see the same results as those in their industry.

If it is your wish to thrive in a mainstream don’t take any chances watered down scenario, then put away the spice rack. If you want to shake things up and take chances, go for it! But you can’t have both.

I once worked for a guy who wanted us to constantly do different things but couldn’t understand why we weren’t instantly embraced by the masses. As I’ve said before – if you live on the edge, don’t expect a crowd.

It's interesting to discuss new ideas while embracing integrated media solutions with people. There is a certain point in the conversation when eyes begin to glaze over. Asimov said “the only constant is change” which most of us embrace – in theory. Few want to accept that the way it is won’t always be the way it is.

In the case of social media, online marketing, advertising, radio, television, content, entertainment, production, and ideas – nothing will ever be the same. And you can say that every single day.

But if you manage your expectations, integrate everything, and understand that the definition of sanity is to embrace different things in different ways, then you can have some fun.

And I hope you find other like minded people like you.

km