Xpecting Results

FOX 26 Talks About Your Bully Stories

2010-11-19T07:32:00.000-06:00

Join the conversation. Have you or someone you know been bullied in the workplace?

FOX 26 Talks About Your Bully Stories

Top Leaders Continually Learn From Their Team

2010-11-10T09:46:00.001-06:00

Managers who want to engage their employees must stay connected with them

Top Leaders Continually Learn From Their Team

Back to Blogging

2010-10-07T10:24:00.007-05:00

Well, my little break from blogging is over. As many of you know I took a little break to concentrate on writing my book, "Doing the Opposite." Now that the book is completed and published, it is time to get back to sharing insights and information.

If you have not already read the article in today's Houston Chronicle, I urged you to take a look at the importance of networking. If you are looking to build your career or reinvent yourself, now is the time to stop being afraid and start networking.

http://www.chron.com/disp/story.mpl/headline/biz/7235347.html

Cheers to your Success!

Guest Blogger Patricia Jackson: If you Don't Think Effective Leadership Translates to Customer Service Success, Think Again

2010-04-20T08:26:00.001-05:00

Guest Blogger Patricia Jackson: If you Don't Think Effective Leadership Translates to Customer Service Success, Think Again

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Which is Better: Being the Boss or Being a Leader?

2010-04-13T15:38:00.005-05:00

"The difference between a boss and a leader...a boss says 'go', a leader says 'let's go!'" --E.M. Kelly

When I was younger, I always wanted to be the boss of someone or something. I remember trying to give orders to everyone and everything from our family pets, the dolls in my room and even the other kids on the playground. If I was playing a game with my brother or cousins, I remember always wanting to be the one in charge (gee, if you were to ask my husband, he would probably say little has changed!).

As I have grown older and have been fortunate enough to have been in positions of leadership, I have learned that there is a big difference in being the boss and in being a leader and for the record, I choose the latter. Here are a few insights I have learned along the way that has helped shaped my way of thinking:

1. The boss gets respect; the leader earns it.
2. The boss depends upon authority; the leader on good will.
3. The boss inspires fear; the leader inspires enthusiasm and motivates.
4. The boss says ‘ME; the leader says ‘WE.’
5. The boss places blame; the leader takes responsibility.
6. The boss tells you how; the leader shows you how.
7. The boss shows who is wrong; the leader shows what is wrong.
8. The boss depends on their title; the leader depends on others.
9. The boss says ‘Go’; the leader says ‘Let’s go.’
10. The boss is a risk; the leader takes them.

When I reflect back on the question, would I rather be a boss or a leader, I am glad that that the little kid in me who always wanted to be the boss grew up into the adult who knows it is more important to be a leader.

Transition and Adapting to a New (and Happier) Normal

2010-04-13T15:31:00.005-05:00

Last week, I received three different invitations to speak at three different events on various topics. At first, I thought I was being invited because the conference coordinators had gotten wind about my book coming out this summer and that they were inviting me to speak about the leadership insights I wrote about in the book. Generally, when I am invited to speak, the topics are leadership, customer service and lately, workplace bullying. However, this last call took me by surprise.

I was asked to speak to a group of seasoned executives who have recently been faced with job loss and/or in the midst of a career transition. Clearly, I thought he had called the wrong person. Why would you want me to speak about something that I am currently experiencing myself? Heck, I am still figuring it all out for myself!

As we discussed the topics of how transitioning and facing obstacles can lead you towards following your passion and greater opportunities in greater detail, it finally clicked. We discussed my move from Ohio to Texas a few years back. I had initially thought it was my dream job, only to find out that it was more like a nightmare which began and ended in less than two years. I will spare you all of the details but suffice it to say that the transition provided me with enough material to write several books on ineffective leadership and why it is important to start “doing the opposite”.

During the course of our conversation, I stated that my transitions have allowed me to learn that it is okay to adapt to a new normal, when he suddenly exclaimed, “That’s it!” “What’s it?” I asked. “That is the topic that we want you to talk to our group about. Adapting to a New Normal!” he replied.

Although the presentation is still a few months away, I have been thinking about how to structure my talk so that the message inspires and motivates the audience. Yes, I moved over 1,400 miles away from my family and friends (and certainly out of my comfort zone) for what I thought was greener pastures, but reflecting back, the move was a necessary part of my journey which is leading me down the path that I now follow.

Yes, it is hard to lose a job, but sometimes that loss is the vehicle needed to see and follow your true passions. Yes, I have met some wonderful people since moving to Texas and now I have an opportunity to realize that I need to get out and meet more to build my network and grow as a person and as a professional. Do I have regrets? The answer is NO! Do I miss the nice salary that afforded me the ability to vacation when I wanted, shop where I wanted and dine out as often as I wanted? Sometimes maybe, (wish I could have purchased that Tiffany’s bracelet I wanted the other day) but at the end of the day, when all is said and done, I am glad I am in a stage of transition where I am able to create and adapt to a new (and happier!) normal.

The Path to Management is More Than Just a Title: Be Careful What You Ask For

2010-04-13T15:21:00.001-05:00

The other day I received a phone call from a gentleman who used to work for me. It had been some time since we last spoke and I was eager to catch up on what was going on in his life and career. He shared with me that he is frustrated in his current role at his company and was in search of something more fulfilling. I asked if he had started applying for positions that better suited his interests and skills, and he replied that he had been looking both internally and externally but had not found anything yet.

As the conversation went on, I asked what type of position he was looking for and he replied that he wanted to get into “management”. In his current role, he is a customer service representative and has held similar positions like that in the past. From what I remember of his work experience, he has not held a position that involved management responsibilities, so I asked (hoping not to offend him), “Why management?”

Like many people I have spoken to over the years that have expressed a desire to break into management but who have unfortunately lacked the experience needed to get their foot in the door, I offered a few suggestions that may help him make his transition a little smoother, if in fact, he decides to follow the management career path.

1. Ask someone in a leadership role if they would be willing to mentor you and discuss the benefits, as well as the disadvantages of being in management
2. Familiarize yourself with key characteristics involved in not only managing, but managing effectively.
3. Assess your current skill set and determine what skills you still need to develop in order to be an effective leader.
4. Look towards a leader you admire and ask if they would mind if you shadowed them so that you could see what they do on a daily basis.
5. Informally interview people who report to someone you regard as an effective leader and see how they perceive that person’s leadership capabilities to be.

Remember that becoming a leader is more than a title and a nicer paycheck; it is a responsibility that comes with many ups and downs. When leaders are leading effectively and things are going well, it can be one of the most rewarding roles in the world. But when things are not going so well, that is when you learn that the path to management can be a bumpy road at times …so just be careful what you ask for.

The Secret’s Out: The Mean Kids in School Today Will Become the Workplace Bullies Tomorrow

2010-04-09T11:27:00.005-05:00

Lately, I have been hearing more and more about the topic of bullying. Obviously, it is no longer one of the best kept secrets as it used to be; in fact, it seems more like it is heading toward an epidemic than it is simply being exposed. The questions that need to be asked are: How likely are the mean kids that are enrolled in schools today heading towards becoming the workplace bullies of tomorrow? From my point of view I would have to say it is very likely.

In the Schools

In elementary school, we will sometimes dismiss actions of the playground bully as being innocent child play. Parents are quick to say, “Oh, you know how kids are.” Or “It’s just innocent playing.” But lately, sadly, that is not necessarily the case. Look at Phoebe Prince, a girl who committed suicide after repeatedly being bullied by her classmates. To make matters worse, one of the “cyber bully” moms blamed the victim stating that she called her daughter names. . http://www.newser.com/story/84778/bullys-mom-blames-dead-girl-for-own-suicide.html

The reality is that these same kids will eventually become adults who are going to enter the workplace and exhibit some of the same behaviors they are currently exhibiting in schools. Like a lot of workplaces, the school leaders have an obligation to “manage” their students and act on reports of a problem, yet in most cases where bullying is involved, they did nothing to stop the problem. The system and the leaders failed and were ineffective.

In the Workplace

Some experts will say that bullies enjoy tearing people down which makes them feel more confident, more superior and more in control, while others will say that the bully may actually see their abusive and assertive behavior as a sign of effective leadership.

The Workplace Bullying Institute has conducted and published very interesting research and is working hard to bring a bad situation to light. They also have provided insights that I feel are worth sharing regarding what bullying is and startling statistics that reinforces their point.

What is Workplace Bullying?

Workplace Bullying was defined as repeated mistreatment. It is not simply incivility, rudeness or misperceptions. It is repeated mistreatment: sabotage by others that prevented work from getting done, verbal abuse, threatening conduct, intimidation, humiliation.

Key Findings

• 37% of workers have been bullied
• Most bullies are bosses (72%)
• 60% of bullies are women
• Women bullies target women in 71% of cases
• Bullying is 4 times more prevalent than illegal harassment
• 62% of employers ignore the problem
• 45% of Targets suffer stress-related health problems
• 40% of bullied individuals never tell their employers
• Only 3% of bullied people file lawsuits
Source:
http://www.workplacebullying.org/research/zogbyflyer_2010.pdf

What can Organizations Do?

1. If you do not currently have anti- harassment policy in place that addresses bullying behavior, the time has come to put one in place.
2. Communicate your policies and zero tolerance concerning bullying and other types of harassment throughout all levels of the organization.
3. Provide training and hold leaders accountable for their actions and the actions of their employees.
4. Be familiar with tactics commonly used by bullies. If you see it going on in your organization, address it immediately. (http://xpectresults.blogspot.com/2010/03/workplace-bullying-or-simply.html)
5. Screen prospective leadership candidates carefully as part of your recruitment and hiring practice, ensuring that they have they ability to lead and motivate others (assessment tools are a great place to start).
6. If and when a bully slips through the cracks, address the behaviors immediately; do not wait for them to make improvements on their own.
7. Lastly, if you witness or are experiencing bullying in the workplace, act immediately and bring it to the attention of people in the organization that can do something about it.

Regardless of your title or position in an organization, workplace bulling is not okay under any circumstances.

Real Leaders; Create Blueprints to Success

2010-03-29T19:26:00.003-05:00

"I am the master of my fate; I am the captain of my soul."
William E. Henley

A couple of years ago I found myself at a crossroad in my career. I had a job that I hated, but was making more money that I could have ever dreamed of. For some, the money part would have made the rest more manageable, but for me I felt like I was not living my purpose and passion. I was simply not happy at that point on my career. I knew that it was time for me to make decisions concerning the future direction of my career, but I also knew that I needed the guidance of someone more experienced than I was. I contacted my mentor, Keith; explained my situation and asked for his advice.

Always willing to listen, he advised me that I need to create a blueprint for my career. Sensing my confusion, he explained that your career blueprint is similar to any other type of blueprint. Simply put, you look at what the end should look like and you begin to work backwards. Initially, I did not understand but he explained that I should picture myself at the end of my career and envision what that looks like (What I will be doing or what job or role I will be retiring from). Next, he told me to look at where I was currently and basically to fill in the middle, working my way backwards. It finally clicked. Just like we write down goals and plan for the future, often we need to map out a career blueprint to help us figure out where we want to go from here.

That advice and most importantly, creating that blueprint, helped me realize what I needed to do and what steps I needed to take to get there. What started out as a crossroad actually became the path that will lead my success.

Real Leadership Tips; Change Starts with Us

2010-03-26T14:09:00.004-05:00

Clearly, it was not by accident that when Gandhi set out to be a change agent in the world, he looked inward and started with himself first. As leaders, how many of us look inward in order to make an impact outward?

Prior to my first position in leadership, I was a customer service representative who made a lot of mistakes. I was young (no excuse) and I did not take my job seriously. Instead of focusing on meeting my performance goals, I focused more on being popular and hanging out with the “in crowd.” Clearly not leadership material.

It wasn’t until I was passed up for a position doing the job I was currently doing in a interim role that I realized that I needed to take a closer look at how I was performing. If I didn’t start taking my job seriously, not only would I find myself in a position that could leave me without a job, but I would continuously be passed up for opportunities to advance.

I would have no one to blame but myself. It was only after I began to take my job seriously, became accountable for my actions and my performance and looked inward to see what changes I needed to make that things started to change for me.

We all have the ability to be the change we want to see in the world; whether that world is the workplace, classroom or elsewhere, it must first start with us.

Workplace Bullying or Simply Ineffective Leadership?

2010-03-25T14:40:00.005-05:00

Recently, I responded to the question, “Is bullying in the workplace on the rise?” Below is how I responded to the question as well as a list I came across outlining 25 tactics commonly used by workplace bullies.

I believe workplace bullying is on the rise and agree with the previous responses. In fact, it is becoming such a concern that bills are being introduced (Healthy Workforce Act) to address the issue.

Workplace bullying is a form of harassment that companies must address as they would any other harassment concerns. Leaders who bully are liabilities for the companies they work for, not only due to the possible legal ramifications, but the impact it has on the overall organization. Like many, I have had the misfortune in the past of either working for or with someone who views bullying as a leadership trait when in reality it is a tactic that demonstrates insecurities, inflated egos, fear, inexperience and a need for power or control.

Below are additional insights I found to be interesting:

Research by the Workplace Bullying Institute suggests that the following are the most common 25 tactics used by workplace bullies.

1. Falsely accused someone of "errors" not actually made (71 percent).
2. Stared, glared, was nonverbally intimidating and was clearly showing hostility (68 percent).
3. Discounted the person's thoughts or feelings ("oh, that's silly") in meetings (64 percent).
4. Used the "silent treatment" to "ice out" and separate from others (64 percent).
5. Exhibited presumably uncontrollable mood swings in front of the group (61 percent).
6. Made up own rules on the fly that even she/he did not follow (61 percent).
7. Disregarded satisfactory or exemplary quality of completed work despite evidence (58 percent).
8. Harshly and constantly criticized having a different standard for the target (57 percent).
9. Started, or failed to stop, destructive rumors or gossip about the person (56 percent).
10. Encouraged people to turn against the person being tormented (55 percent).
11. Singled out and isolated one person from coworkers, either socially or physically (54 percent).
12. Publicly displayed gross, undignified, but not illegal, behavior (53 percent).
13. Yelled, screamed, threw tantrums in front of others to humiliate a person (53 percent).
14. Stole credit for work done by others (plagiarism) (47 percent).
15. Abused the evaluation process by lying about the person's performance (46 percent).
16. Declared target "insubordinate" for failing to follow arbitrary commands (46 percent).
17. Used confidential information about a person to humiliate privately or publicly (45 percent).
18. Retaliated against the person after a complaint was filed (45 percent).
19. Made verbal put-downs/insults based on gender, race, accent or language, disability (44 percent).Age is another factor.
20. Assigned undesirable work as punishment (44 percent).
21. Created unrealistic demands (workload, deadlines, duties) for person singled out (44 percent).
22. Launched a baseless campaign to oust the person; effort not stopped by the employer (43 percent).
23. Encouraged the person to quit or transfer rather than to face more mistreatment (43 percent).
24. Sabotaged the person's contribution to a team goal and reward (41 percent).
25. Ensured failure of person's project by not performing required tasks, such as sign-offs, taking calls, working with collaborators (40 percent).

Never Forget Where You Came From

2010-03-23T08:59:00.001-05:00

Recently, I completed the draft of my book, “Doing the Opposite: Insights for New Leadership Success”. Part of the approach I took was to interview several leaders and business executives, gathering their input and advice to be included in the book.

One of the executives I wanted to mention in my book is deceased, but his widow was willing to share insights as to the type of leader her husband was. As we wrapped up the interview, I asked her one final question, “Your husband was obviously very well respected and he accomplished many firsts in his career, but what is the one factor that contributed the most to his success?” She responded, “He never forgot where he came from”.

She shared with me how he grew up in economically challenging times and although his family did not have much, he appreciated what they had. He faced many adversities in his life, whether it was as a star college athlete in the 50’s, fighting for civil rights or climbing the corporate ladder… yet he never forgot where he came from.

Sometimes we get so caught up in the titles we hold, the positions we are looking to secure and difficulties we are facing that we don’t always take time to look back and remember where we came from. Sometimes, they hold the key to where we are going.

Customer Service Through the Customers Eyes

2010-03-11T12:49:00.002-06:00

Recently, my brother went to the eye doctor for a routine eye exam and found out that he needed glasses. After the initial shock wore off, he headed to a vision store to get his prescription filled. He recently started a new job and with that came a new insurance card. After shopping around the store and selecting the frames he wanted to purchase, he gave his insurance card to the sales clerk. With a few key strokes on the computer the clerk came back and informed him that his benefits were not effective until 2012.

Knowing that there must be a mistake, my brother informed the clerk that he just signed up for the insurance less than a month ago and that he had never used the insurance before. The clerk suggested he contact the insurance provider and investigate the problem on his own.

One of the qualities I admire most about my brother is his passion for customer service. He has worked in various customer service related capacities during his career and like me, appreciates it when he receives exceptional service. Obviously this was not the case in this situation. As we discussed what the clerk could have done in this situation, we came up with a short list that may have resulted in a different outcome.

1. When in doubt, assume that your customers are telling the truth
2. Go the extra mile, pick up the telephone and investigate on behalf of the customer
3. Don’t make the customer do the job that you were hired to do
4. Act like you care; it takes very little to show understanding and empathy for others
5. Value your customers; if you don’t, the store down the street will

It doesn’t matter if the product you are purchasing involves glasses, a car or even something as small as a candy bar. Customer service and delivering a quality experience is the one factor that determines if you will have a customer for life or if they will head straight to your competitors.

If you have a customer service experience you would like to share, let me know.

Is Denial the New Leadership Standard?

2010-03-09T17:56:00.001-06:00

Like many people, I have been closely following the news concerning Toyota and the complete mess they seemed to have brought on themselves. I am also finding myself becoming very irritated by the actions and prior inactions of the executives at Toyota. The other week, a segment on ABC News highlighted a test that was conducted to prove that there is an electrical problem causing the cars to accelerate. On Monday, Toyota executives held a press conference stating that they had conducted their own experiment and that the findings featured on the news segment were wrong. To take that a step further, Toyota not only conducted the test on their own line of vehicles but also did so with other manufactures vehicles. I see several factors wrong with this scenario, but most of all I see that Toyota’s real problem continues to stem from ineffective leadership within their organization.

Here are five things companies and those in leadership positions should not do when being faced with a PR nightmare, diminished consumer confidence and a tarnished image:

1. Spend more time denying that a problem exists and looking for others to blame verses spending time accepting responsibility and correcting what is wrong.
2. Fail or wait extended periods of time to acknowledge that a problem exists and minimize it when others begin to criticize you.
3. Not listening to your customers or following up on their feedback; several months, multiple complaints’ and even death occurred before Toyota acknowledged that they were aware of a problem.
4. Feel that just because your ship is sinking, you might as well take others down with you. Obviously Toyota’s competitors are experiencing an increase in vehicle sales because of this situation, but it is not necessary to conduct a test using their vehicles when your cars are the ones with the issue.
5. Focus on sales and profits in the midst of a disaster. I think this statement speaks for itself.

As with any organization, a company is only as good as the people who are leading it. There are several key competencies that effective leaders possess, but denial is not one of them.

Let me know what you think.

Undercover Boss: The Missed Opportunity

2010-02-24T09:03:00.002-06:00

After viewing a couple of episodes of the new series Undercover Boss, I decided that I would do a little investigating on my own to see if the series would have an impact on one of the businesses featured. The other week, after the segment featuring the CEO of Hooters aired, my family and I decided to have dinner at one of the local restaurants

On my way to the bathroom and all throughout the restaurant there were fliers promoting the CEO’s appearance on the new show, so I decided to ask my server a few questions while we waited for our food to arrive. I was curious to know if the images portrayed on the show were accurate, you know… the one where one of the managers, Jim Bob, subjected the woman to a line up to make sure they looked “hot” enough, wore the right make-up, etc. Our server stated that they did.

I also inquired if it was true that all of the shirts came in sizes such as xx-small and small only and she indicated that they did but there was once a server that wore a large. I asked are they made to play humiliating games in order to leave early for the day and she said that although they are not subjected to the extremes highlighted on the show such as eating beans off of a plate with your hands behind your back, they too were subjected to these types of games similar to what they show highlighted.

As a female and mother of two young girls, although I love the food at Hooters it appears to me that they are in desperate need of not only sensitivity training but they also are in need of more effective leadership. I watched the way the CEO attempted to address the manager Jim Bob concerning his degrading treatment of his employees and frankly, I felt that the reprimand fell a little short in my book.

If I were to have walked into the restaurant and heard that yes, the workers were being treated with little to no respect but after the show aired had made a commitment to change as was indicated in the staged ending/pep rally, then I would believe that the show would serve a worthwhile purpose in invoking real change in an organization. Being highlighted on the show, of course, is an opportunity to showcase your organization and let people know who and what you do, but the opportunity to make a real difference and change for the better is the biggest opportunity and that seems to have been a missed opportunity in this case.

Undercover Boss: Maybe More Leaders need a “Whiff of Reality”

2010-02-03T11:05:00.008-06:00

I am not a big fan of reality shows (ok, there is one that I am completely addicted to… The Real Housewives of Atlanta, but don’t tell anyone!) but there is one show I am looking forward to seeing when it debuts.

The series premiere of “Undercover Boss” will have cameras following Larry O'Donnell, the President and C.O.O. of Waste Management, while he cleans port-a-potties, picks up roadside trash and empties garbage cans.

Mr. O’Donnell was recently interviewed by a reporter, Christine Hall with the Houston Business Journal and based on his comments it is safe to say that Mr. O’Donnell walked away with a whole new perspective and more importantly, lessons that can be passed on to new and upcoming leaders. A few insights I took away:

• The ones at the top are only as good as those who are not. Rarely does a company executive get an opportunity to dig in and get their hands dirty while performing the work that others are performing on behalf of their companies. Getting in the trenches, stepping out of the confines of the corner office provides a real view from the top.

• Your decisions really do impact others- It is easy to make a decision and never follow the trail to see where it ends up. Making decisions and seeing the reality of them will provide invaluable insights as to how grateful we should be to those doing the work day in and day out.

• You set the tone for how people enjoy their jobs. Waste management is just that, dealing day in and out in waste. In this case, regardless of the task, employees were able to approach their jobs with a positive attitude and a desire to do well.

It is rare that an executive seizes an opportunity to get a “whiff of reality,” but as leaders (and more importantly for those new and upcoming leaders), it’s important to stay grounded, in touch with the realities going on in your organization and to never lose sight of the people that are working hard every day to make your company great.

Being Inspired by Quotes…And Other Words of Wisdom

2010-02-02T08:37:00.001-06:00

I often reflect on quotes that I have heard over the years and found that many have inspired me to become a better person and leader. Some quotes are written by famous authors and poets, while others come from everyday people who have a strong message they want to communicate… like the one my mother always said to me when I acted up as a child: “I brought you into this world, I can take you out.” OK, maybe that was more of a threat instead of a quote.
I thought it would be interesting to share with you a few quotes that for various reasons helped guide and shape the way I approach business, education, people and life.

“A goal is a dream with a deadline”, Napoleon Hill- I have learned the importance of not only setting personal and professional goals for myself (no more New Year’s resolutions!), but being specific on how and what I need to do to achieve them.

"When people show you who they are, believe them." - Maya Angelou. This is a good reminder to judge people on their actions and not merely on their words.

Management is doing things right; leadership is doing the right things. -Peter F. Drucker. There is an age- old question that has been debated for many years: Is there a difference between leading and managing? Depending on whom you ask, you will get a variety of answers in support of both. But for me, leading people and helping them find their way is more effective than telling them how to do things the way I think they should be done.

Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand. - General Colin Powell. When I was in the military, there was an acronym I must have heard every single day during training; K.I.S.S, which stands for many things depending on who is saying it. Keep it short and simple, Keep it short and sweet or my favorite yelled many times by my drill sergeants; Keep it simple, stupid! Life does not have to be as complicated as we sometimes make it.

Like me, many people have been influenced by the power of words and wisdom passed down to them from others, so I ask you: What quotes have inspired you and how?

A List of Inspiring Leaders and One You May Have Missed

2010-01-28T16:41:00.004-06:00

I just read a great article in Business Week addressing the leading and inspiring of people, especially during times of challenge. The article displayed pictures of inspirational leaders: Warren Buffet, Bill Gates, Ursula Burns and of course, my all time favorite, Oprah Winfrey. You can read the article in its entirety, but below are a few reasons why I agree with the names on the list. For length’s sake I have focused on four inspiring leaders, but there are several more that are wonderful, as well. Hats off to the author, Alaina Love, who saw that the message of inspirational leadership is one worth sharing.

Oprah Winfrey: She tops my list for several reasons and not just because I have been a fan of her show and her message for the nearly 25 years she has been on TV. Oprah really has the ability to inspire the entrepreneur in all of us. It is one thing when people talk the talk, but as Ms. Love pointed out, she is willing to reinvent herself and explore new outlets to deliver her message.

Ursula Burns, CEO of Xerox: Today she is recognized as a transformational leader who is taking Xerox to a higher level. While many have used the title “The first African American female to head up a major US corporation,” I see her as a woman who exemplifies the characteristics of an aspiring leader. Risk taker, thought leader, change maker.

Warren Buffett- He is calm, reasonable and confident in his actions to move investment strategies forward. His actions inspire a sense of resolve that careful thorough, strategic planning and a sense of thinking before you act builds trust.

Bill Gates, Leaders who inspire also know the importance of paying it forward. What I like about Bill Gates is that he sees problems outside of his organization that have an impact on the world and transfers his business abilities and passion to work towards solving those problems.

The thing that I have realized is that inspirational leaders exist all around us. Yes, there are some leaders that are not very effective but for every one that is not, you will probably find 5 that are. If you have the ability to take risks, put others before yourself, are a servant, humble, driven and the list can go on… then you do not have to look far. Just get up, go to the mirror and smile. You just found one.

Toyota: A Lesson in Ineffective Leadership?

2010-01-27T13:55:00.007-06:00

To say that Toyota is in the midst of a PR nightmare would probably be considered an understatement. I have been a loyal Toyota owner for many years, as has every member of my family, but as of this week I find myself questioning why… and if I will remain a Toyota owner. The unfortunate events that ultimately led to a massive recall should not have occurred and it would not have, if those in leadership positions would have demonstrated effective leadership principles.

Bob Daly, Toyota Motor Sales U.S.A, senior vice president, recently recorded a video in which he denounced the critics who reported that several Toyota vehicles were unsafe and could have potentially been the cause of several accidents and deaths. http://www.youtube.com/watch?v=ogwHePDVoaw.

While I realize that Mr. Daly is in charge of sales, and as such, the bottom line profit is his main objective, there are some things that you just don’t do:

1. You never take for granted that your customers will remain loyal to you- If an organization cannot show you that they care about you and your safety, chances are they don’t.

2. Don’t make excuses-There are a lot of companies that have been faced with recalls. They handled them with grace and were able to recover. Remember Tylenol?

3. Get all of the facts first- Do not post a video stating that the critics are wrong and then proceed to downplay the severity of a problem. Dig deeper and exhaust every possible resource that will substantiate your denials.

4. Place value on people verses profits-Profits can be recouped; people and loyalty to your company are irreplaceable.

5. Be accountable and take action- One bad report is one too many, yet when you look at how much time has elapsed since the time of this massive recall, it is clear that a sense of urgency was warranted but did not occur.

We talk a lot about what it takes to be effective leaders, but in this case, Toyota has provided an example of what you should not do as a leader.

Dominos Pizza: How to Suck and Succeed

2010-01-27T13:44:00.009-06:00

Hats off to Dominos Pizza! It is rare that you will run across an organization that is in the process of reinventing themselves by admitting that they suck but that they might be on to something. For the record, I have to admit that I stopped eating Dominos Pizza several years ago because they were right…their pizza really did suck. Although it may have taken them 50 years to figure out what many customers already knew, the fact that they are choosing to act on it now is a sign that the company is on the right track.

In the case of Domino’s, obviously their profits will increase …simply because they are choosing to put their dough where their mouth is, no pun intended.

Let’s take a look at what they are doing right:

1. They have created a top-down strategy looking inward and long-term. Dave Brandon, CEO, set the direction for the company and communicated the vision on where they are and where they want to be in the future

2. They analyzed the data- Domino’s realized that there was a significant number of people who ordered from them once and never again. For many customers, 10-20 years had passed since they ordered a pizza. They analyzed the high marks including delivery and speed but noticed that inferior taste painted a bad overall picture.

3. They listened to consumers-You will never get an answer if you don’t ask the question. With data in-hand, Domino’s looked at where they scored the lowest, read comments posted online by former customers and held focus groups to gather feedback.

4. They capitalized on strengths and are addressing weaknesses-they are looking inward to see what works well and where opportunities for improvement exist. This is the first step to improvement.

5. They are changing the perception-They recognize that perception of some is the realty for most. Setting out to change people’s perception one person at a time is key to rebuilding trust and gaining loyalty.

At the end of the day, business is business whether your product is a pizza, education, offering a service, etc…and if you are not looking constantly for opportunities to reinvent your organization you are simply leaving dough on the table.

Is Transparency the New Buzz Word?

2010-01-25T13:26:00.001-06:00

The other day, I was talking to a very good friend of mine who said his organization was experiencing a lot of change and he was unsure of how it would all turn out. Knowing that my friend is a hard worker who performs at levels higher than the executives in his organization, I assured him that he would be fine and had nothing to be concerned with.
Like most companies, the leadership in the company had committed to running a transparent organization; one based on open and honest communications, sharing information and involving others in the decision-making process. Yet, at the end of the day, saying and doing are still two different things.
Here are a few insights on ways that organizations can begin to “practice what they preach”:

• Communicate from the top down- Understand that people want information. They do not want to be surprised about the current and future state of the organization.
• Build trust among stakeholders- People are more inclined to support an organization when the people leading the group act in a manner that shows they are trustworthy.
• Encourage participation- While decisions can be made individually, allowing others to participate in driving the organization forward and allowing others to collaborate in the process yields greater results than acting alone.

Transparency in an organization should not be casually thrown around as a buzz word; instead, it should be the platform for how business is done!

Do You Believe Your Own Hype?

2010-01-25T12:57:00.006-06:00

The other week I was watching Meryl Streep accept the golden globe for best actress. During her speech she gave thanks to her late mother and said that she taught her what it was like to be confident in her skills and abilities and still remain humble. After the speech, a reporter commented that it must be very hard to be a celebrated figure and remain humble. Ms. Steep responded, “It is easy to remain humble, it is harder to be confident.”

That comment reminded me of a farewell speech given by a former colleague of mine who was leaving the college that we both worked at. Kathryn remarked how people often ask her how she does what she does while still remaining humble. It was widely known that her position was a high profile position in the college and she was well-regarded by the public, staff and the community. Her position also afforded her the luxury of working directly with celebrities, candidates for presidents and very high profile people. It is easy to see why people would assume that it is difficult for someone so high-profile and confident to remain humble.
She responded to the question that she remained humble because she did not believe the hype. How powerful and a sure sign of a true leader!

So, as leaders how do we remain confident and yet not believe the hype that can sometime cause us to lose focus and get off course?

1. Perform with a purpose- In Kathryn’s case; her purpose was to bring awareness to the college and the wonderful things it had to offer. She knew the value education would have for people who attended, but sometimes the message is clearer when it comes from someone else.
2. Remember that you are not a team of one- When you give respect, you become respected. Giving thanks to those who help you along the way and being appreciative of the assistance given to you by others goes a long way.
3. Help others along the way-If as a leader, you are doing your job well, if and you decide to move on to better opportunities, you should have set the stage for someone to fill your shoes.
4. Stay true to who you are- Don’t try to be something that you are not. Be true to your beliefs and values and carry those with you even when you are away from the office.
5. Let your work speak for itself-Sometimes people are not always recognized for the accomplishments or attributes they bring to a job, but that should not hamper your abilities to recognize your own contributions and awareness that you are a person of value.

Sometimes it can be easy to “believe the hype,” and become a little absorbed in what is going on around you or what you are doing at the moment but the most important things to remember are to stay focused, stay committed and don’t lose sight of your purpose and what you are really here to do. In other words… Don’t believe the hype!

The Conversation Continues from the other 50%...True Leaders Are…???

2010-01-17T16:20:00.000-06:00

When you read articles stating that almost 50% of workers are dissatisfied with their jobs and that one of the primary causes is poor leadership, sitting idly by and doing nothing is the worst thing you can do. This is why I have chosen to share insights from leaders who graciously agreed to share their insights with me and who do not fall within that dissatisfied 50%. True leaders do exist and are thriving! They are either running very successful businesses, contributing positively to society and their communities or they are working to make other businesses better. If you have insights that you think would be valuable to other leaders or a leadership, we want to hear from you!

Made, Not Born.

“If you observe preschoolers, you will notice the confidence they have when they start school. They all sing their songs with energy, glee and without regard to how they are viewed by classmates. As they get older, fewer kids willingly sing along. Somewhere along the way they lost confidence or were told they were not good at singing. Regaining confidence takes a lot of hard work and belief in who you are.

We now compete globally for jobs, resources and technology. True Leaders learn that education, knowledge, values diversity, calculated risks, relevant skills and a positive attitude are key. Not allowing others to impact your attitude and drive is critical. The ability to remain focused and committed is very important. There are many management styles that work and it is important for you not to embrace a style that will not complement who you are. There will only be one Jack Welch, Bill Gates or Warren Buffett.

Today’s leaders need to be more visionary in their approach to business. They should be finalizing business plans for 2015 and not 2010.

Each of our footprints are unique. Lead the way”!

-Greg Ikner
President; The AGA Group LLC

True Leaders are... Who said you can’t learn from the best? Just ask a Linked In Executive Group

2010-01-07T17:47:00.000-06:00

Earlier this week, I posted a question on Linked In asking members to finish the following statement; “True Leaders are… “. To say that I was completely blown away with number of responses I received to what I thought was a simple question would be an understatement. The advice, knowledge and wisdom people were willing to share (some I privately emailed and asked if I could use their comments) took me by complete shock.

That brings me to the second part of my story, one of the executives I was fortunate enough to connect within this group; Greg Ikner, President of The AGA Group granted me permission to use his responses, which will be featured along with others who have granted me permission in future posts. Mr. Ikner brought up a good point that although that one question prompted a huge amount of responses that were very thoughtful, honest and clearly the advice of expert leaders, there are still employees that are dissatisfied with their jobs and went on to note one of the main causes was due to poor leadership.

We both agreed that the poor leaders referred to in this article are obviously not a member of this group who responded to my question but that prompted me to think even more that we cannot let the conversation stop there. It is obvious to me that if 50% of the workers are saying things such as their leader does not listen to them, they are not attentive to their needs, they do not have a concept of what it takes to be a team player etc.., then the conversation cannot stop with just comments posted in a Linked In group.

I have to wonder, if the poor leaders were heeding the advice of real leaders who are good at what they do or excuse my pun, “Doing the Opposite” of what poor leaders are doing; that number would probably drop in half. I encourage you to let’s keep the conversation going. Poor or ineffective leaders do not know they are poor leaders or they choose not to acknowledge it but they need to take heed, because the secret is out.

A Good Book on Leadership

2009-12-29T10:34:00.008-06:00

I have been busy working on writing my book on how doing the opposite of what we see in poor or ineffective leaders, helps us become more effective leaders. As part of my research I have been asking CEOs and executives for their input, insights and advice. I have been overwhelmed with the response from leaders whom I have come to respect and admire and simply who “get it." When Tony Hsieh, CEO of Zappos.com shared his insights with me, he recommended a book called Tribal Leadership, so I immediately began researching it. I ran across this video on the Tribal Leadership website www.triballeadership.net/index.php where a reporter for Fox News interviewed the co-author of the book, Dave Logan. I use the term interview very lightly. In fact, I would have to say that Mr. Logan schooled the reporter on what the true essence of leadership is really about. It is unfortunate that some still fail to realize, but will report to the contrary, that there are people who achieve leadership success by building a culture within their organization that focuses on humans, service, being servant and leading by example.

www.youtube.com/watch?v=yybxMVkTH2A&feature=player_embedded

A Reason for this Season

2009-12-23T15:38:00.002-06:00

The other day I was at the store with my 11 year old, she asked me what I wanted for Christmas and suggested that I pick something out, give her the money and go to another part of the store while she paid for it. Although the gesture was sweet and although it only took me a few minutes to figure out that I would actually be buying my own gift, I realized that everything I really want for Christmas I already have.

Like most people, I too get wrapped up in the glitz and glamour of the season. The hustle and bustle can be both frustrating and fun at the same time. But at the end of the day, I have and always have had all of the things that matter most.

I have 2 daughters that are healthy and happy; a little spoiled, but loves me unconditionally.

I have a husband that allows me the opportunity to follow my passion and pursue my dreams of launching my own business.

I have parents that are healthy enough to come to Houston to visit often and still enjoy the grand kids.

I have a brother that never fails to tell me how proud he is to have me as his sister.

I have an uncle, aunt and two adorable baby cousins that I have recently reconnected with.

I have a support system comprised of wonderful family and friends that encourage me daily and support my endeavors no matter how crazy they may seem.

So you see, as we approach another Christmas I have a renewed understanding of the real meaning of this season.

Merry Christmas from our family to yours!

A Lesson in Leadership from an 11-Year-Old

2009-12-16T10:40:00.002-06:00

As parents we try to teach our kids that if they live their lives following the golden rules, they will achieve the successes they strive toward. I cannot count how many times I have stressed to my two daughters, if they follow these rules for living, they will receive that level of success. It was only recently, while reflecting on the essence of leadership, I realized the lessons my husband and I have passed onto our daughters, lessons passed on to us from our parents and their parents before them, would come full circle.

A few weeks ago, my 11-year-old daughter was faced with a very tough decision--doing what is right, or following your friends to look good in their eyes. For many years my husband and I have repeatedly told our daughters that sometimes doing the right thing is not always the most popular thing. As long as you do what is right, you will never have to worry. The rest will be taken care of for you.

This past Halloween my daughter wanted to go trick-or-treating with her friends. One was a 13-year-old and the other is my daughter's age. While they were getting dressed, I overheard the other two girls saying they wanted to go alone. They didn’t need an adult to chaperone them. My daughter made the comment that they should have an adult go with them for safety reasons, but her words fell on deaf ears. The original plan was to go trick-or-treating and have a sleepover at the 13-year-old's house. As the evening progressed the talk turned from innocent childlike fun to the girls plotting to sneak out and go to a party later that night. Several hours after my husband chaperoned the girls' trick-or-treating, we allowed our daughter stay the night at her friend's house as previously agreed, making it clear there was to be no sneaking out of the house. We were also assured by the girl’s parents that there would be adult supervision at all times. A couple of hours after my husband dropped the girls off to the 13-year-old's house, our 11-year-old called us asking to be picked up. She said she did not want to stay the night because the other two girls still decided they were going to sneak out after promising they would not.

On the way home, out of curiosity, we asked her what made her call and not just go with the flow. Her comment resonated with me, but most importantly taught me a lesson on the essence of leadership and how the golden rules instilled in us as children guide us when we are facing tough decisions. Our daughter answered that if she would have snuck out with the others, most likely we would have never known. However, she knew if she betrayed our trust, she would never get it back again. I asked how her friends felt about her calling us and leaving after she planned to stay the night. She responded “I know they will be mad and will probably treat me differently. Maybe they won’t be friends with me after this. But at the end of the day, sometimes it is more important to do what is right verses what is popular.”

I could not help but feel a sense of pride. Our daughter is able to make the right decisions regardless of who is watching. I also learned the golden rules we were taught as children and strive to teach our children work and are just as applicable to leadership behaviors as they are to everyday living.

Read this list of golden rules I have put together. Are able to see how they connect to leadership?

 Treat people the way you want to be treated.
 Let your conscience be your guide.
 Do the right thing even when you think others are not looking.
 Never be afraid to speak up when you see something being done that is wrong.
 Understand that trust is earned. Once lost, it is hard to get back.
 Leaders do not follow the way; they seek opportunities to lead others along the right paths.
 At the end of the day, you are accountable for your actions.
 Your word is your bond.
 Be the change you want to see in others (Gandhi).
 If it does not feel right, chances are it’s not right.
 Never let fear stop you from speaking up or out.

As parents, we go to sleep at night, hoping we have taught our kids the right lessons to carry into adulthood. If the actions demonstrated by our 11-year-old daughter are any indication of the type of leader she has the potential to become, then I feel confident saying the world will have one heck of a leader on their hands. But most of all, I can say I am so very proud she is my daughter.

"Faking It Until You Make It" Won't Get You Far

2009-12-11T10:01:00.001-06:00

Years ago, I was assigned a customer service group frequently described by others in the organization as "Santa's misfits." Obviously unclear on what that meant, I later learned that most of this "misfit" staff were considered challenging to manage, poor performers, and/or had very poor attitudes. Some even felt they were doing the company a favor by showing up to work every day. They were the employees who other managers sought out the first opportunity to pass off to someone else.

Being new to the organization and eager to learn as much as I could about the culture, the staff, and the organization, I sought the advice of a peer. Her advice to me was these six little words: “Fake it until you make it.” Not the advice I would have expected. She went on to explain that if a staff member came to me with a question I didn't immediately know the answer to, it would be better to pretend I knew the answer than to give the impression I didn't know. She said in meetings it is better to agree with what others are saying and go with the flow instead of having an opinion; an opinion would lead to extra work for me. When I spoke to her about things I thought would make us more effective, she told me I shouldn't try to implement change because then it would be expected of me. And lastly, she said if other departments come to me and ask for my help, it is better to put them off because once they knew they could depend on me, they would continue coming to me for everything.

Looking back, I am glad and feel very fortunate she chose to pass along her words of wisdom to me. Her advice helped me become a better leader by learning what not to do. But the most important lesson I took away from this? In leadership faking it until you make it won't get you very far.

Guest Blogger Patricia Jackson: Disney, the Ritz-Carlton, and Zappos Do It--Why Shouldn't Your Company?

2009-12-10T11:07:00.001-06:00

Guest Blogger Patricia Jackson: Disney, the Ritz-Carlton, and Zappos Do It--Why Shouldn't Your Company?

Posted using ShareThis

Take a Customer Service Advocate the Next Time You Go Shopping

2009-11-24T09:39:00.000-06:00

The other day I received a voice message from someone I thought was contacting me for information on my consulting services. As I played the message over and over, I realized the caller was contacting me as a last resort and out of total frustration because of a bad customer service experience at her local home improvement store. When I called her back, she was nearly in tears describing how the previous week she went to purchase a large amount of tress for her yard. She went to the store, paid for the trees and they were to be put up for pick-up or delivery the following week. The day she expected the trees to arrive came and went. In the meantime, she had dug the holes in her yard, contacted the electric company to approve the sites prior to digging etc…

Assuming there must have been an oversight, she contacted the store only to be put on eternal hold, and when she finally spoke to a live person, they were unresponsive. She decided to resolve the issue in person. She was told that the person who took the order forgot to put the trees away until delivery, and they had been sold. The employee added they would not be getting anymore in from the nursery this year. She was offered a refund and sent on her way. Not only was she frustrated, she was now disappointed, angry, and felt helpless. That is why she contacted me; she explained the situation and asked if there was anything I could do to help her.

Although my services normally do not include customer advocacy, I felt compelled to help her. I gathered the details, names of the people she spoke to and her history of doing business with this company. Eventually, I escalated the call to the regional manager after attempting to get the issue resolved at the local level, and she finally received the trees.
This experience caused me to think, how many customers just give up because they do not have an advocate willing to fight for them? How do customers navigate through customer service indifference? How many customers feel the business they do with a company has value? How many people would have just taken the refund and left it at that?

I am convinced that customers should know their rights and not be afraid to speak up when they are not receiving a good quality customer service experience. After all, they have a choice on who they do business with.

When Should Common Sense Trump Company Policy?

2009-11-12T13:51:00.006-06:00

A few weeks ago I wrote an article about the importance of companies taking care of the people who take care of their customers. Good Morning America's segment on Wal-Mart’s sick policy, “Is It Worth It to Take a Sick Day?” gives an intriguing example of a company going the opposite direction. The topic was specifically related to company policy and the H1N1 Flu. Basically, Wal-Mart has a punitive points system that demerits workers for sick days. Sick pay doesn't kick in until the second day, so employees must take personal or vacation days or just not get paid.
abcnews.go.com/video/playerIndex?id=9013984

I completely understand that policies are in place to provide direction and guidance for the employees and to protect the organization, but I also feel businesses must understand that compassion, leadership decision-making, and sometimes plain ol' common sense trump company policies. I listened to the VP, General Manager of Wal-Mart stores respond to a question regarding the company sick policy and the possibility that it may be changed or updated etc. The VP responded with what I consider an absolute no-no in leadership accountability: "That’s just the way our policy is written. That’s our policy.” Just because that is the way things have been done doesn't mean they can't change, especially when it comes to unique circumstances, like the H1N1 Flu. Employees who come to work sick (sometimes referred to as, "Presenteeism") still cost the company. Sometimes we focus on the loss in dollars and forget that sick employees who come to work cost us more in lower productivity and exposure to others, just to name a few.

If there is a situation where there is an employee abusing a policy, (one of the ladies interviewed mentioned she already had 3 occurrences) than management should address that performance issue. But the flu? Give them a break.

Take Care of Your Employees and They Will Take Care of Your Customers

2009-11-02T18:38:00.005-06:00

It is a known fact that if we want to keep a customer happy we must value them and consistently provide them with a quality customer service experience that makes them want to come back. Are we putting the same value on the people who serve our customers? I am referring to the frontline staff, support staff and everyone else that helps make the customer experience positive and memorable. I recently came across this article written by Ken Blanchard for Success Magazine and felt it was worth sharing. I am sure you will find this article to be very valuable and insightful. Enjoy!

http://www.successmagazine.com/take-control-of-your-customer-service/PARAMS/article/824

How the Customer Service Experience Counts for Colleges

2009-10-08T09:32:00.000-05:00

For the several years that I worked at a community college, my prior background in customer service operations was a big help. It also helped that I had the support of the school’s leadership, which understood that attention to the customer experience enhances enrollment numbers. By customer, I’m mainly referring to students, but also to internal and external customers, the community, and the people I came into in contact with daily.

As we all know, the slow economy has contributed to record enrollment growth at colleges nationwide. The economy will improve, but it is important to look beyond current enrollment numbers to focus on how colleges are going to retain the students that are now coming into schools by the droves.

Here are five tips to enhance the student (that is, the customer) experience, so that he or she will want to stay at the college long after the economy improves.

1. Provide a positive experience at every touch point. Each time a person contacts the college by telephone, mail, fax, or online, they should be confident that they are going to have a great experience every time.
2. Follow up with each student contact. If you are not capturing each contact, you are missing an opportunity to either retain a student or gain a new one.
3. Follow through on all requests in a timely manner—if you are asked to send out information, make sure that you do so quickly. You will rarely have a second chance.
4. Invest in technology that enhances, not replaces, the overall customer experience. Automated systems that cause people to become frustrated lose you business.
5. Engage you students to ensure student success and provide support systems that go beyond registering for classes. Put yourself in the student’s shoes and create relationships that last beyond the first day of classes—remember, your customers may have younger siblings.

Now is the time examine and reevaluate the overall customer experience your students are receiving. You cannot afford to wait until the economy gets better.

Invert the Pyramid and Retain Your Customers

2009-09-30T14:31:00.006-05:00

We’ve all seen business organizational charts that show a pyramid hierarchy—you know, the ones that generally show the customers at the bottom?

Every day we hear on the news that companies are paying top dollar to retain talent—it’s an incentive for employees to stay with an organization. But what if companies decided to invert the pyramid, and start to place the highest corporate value on the people at the bottom—the customers? They are the people who can make or break a company. Why aren’t we incentivizing our customers by placing them at the top of the hierarchy?

It’s time to invert the pyramid, add value to the customers experience when they choose to do business with us. It will not only encourage customer loyalty but enhance your ability to retain your customers. Even in the worst economies, price and the cost of your services take a back seat compared to the overall customer satisfaction and service customers yearn for.

So, what are you going to do to invert your business pyramid?

Influential Leadership Lasts a Lifetime

2009-09-22T19:39:00.001-05:00

I had an incredible conversation with a former coworker the other day. You know the ones where you connect like you never lost touch? Without going into too many details, I'll share snippets of the conversation with you. He had just visited my Website and watched a video interview where I was discussing "doing the opposite" of what you see bad in others. We talked about leaders who lead by fear or intimidation, the inexperienced leaders who just “happened” to know the right person at the right time, aka, the suck up.

What I liked most was that our conversation wasn't focused on the poor leadership we have worked with, but on the type of leadership that helped shape our careers. During our conversation, my coworker remarked that the most effective leaders he has worked with, and he has worked for big name corporations, were the ones who were successful at influencing others. Influential leaders make a difference in your career long after you or they have left the company. Influential leaders are able to do more than just quote theories from Keirsey and others. They are actually able to understand and apply the principles. Influential leaders can express themselves with passion and conviction, not avoidance and cowardness, and influential leaders are unafraid to speak up and stand up for their people, not cower in a corner.

I am glad my friend called me at that time on that day; it is because of that conversation that I will keep striving to be an influential leader, and in the process, make a positive difference in others' careers.

What are you going to do to make your mark and be remembered?

Can a Bad Boss Make You a Better Leader?

2009-09-08T16:07:00.002-05:00

We have all heard the stories about working for a “bad boss,” or endured one ourselves. I've worked for a few over the years; including one who employed the "Dr. Dre philosophy" (check out my past blogs for that explanation). But it is possible for you to become a better leader from experiences with the overbearing, the unprofessional and the outright awful boss--do the opposite.

Would you believe 40 percent of workers in the business world think they work for bad bosses? Those findings are from a Florida State University study. As for what constitutes a bad boss, the study participants gave a variety of answers:

• 39 percent said their managers failed to keep promises.
• 37 percent said their bosses did not give them the credit they deserved.
• 31 percent indicated their supervisor gave them "the silent treatment."
• 27 percent reported negative comments from their management.
• 24 percent claimed their bosses invaded their privacy.
• 23 percent stated that their supervisor blamed them or other workers to cover up personal mistakes.

Source: http://www.management-issues.com/2007/9/11/blog/some-bad-boss-statistics.asp

So, how do you avoid the pitfalls of becoming a “bad boss” statistic? You start by doing the opposite of the bad you see:

• If you are not keeping your commitments, it is time to start.
• If you are taking credit for others' work, it's time to start giving others credit. Remember, we don’t achieve success alone.
• If you are not communicating with your staff, the time to start is now. Not tomorrow, not after the meeting, now.
• If you think constructive criticism and constructive feedback are the same, it's time to change your thinking.
• If you make a mistake, acknowledge it and move on.

I am going to go out on a limb and say that I find it hard to believe someone would wake up and choose to be a bad boss, but the reality is they do exist, and instead of imitating the bad, learn what makes them bad, do the opposite and become a better boss.

Management Philosophy According to Dr. Dre?

2009-09-01T12:50:00.000-05:00

As I often reflect on things I have experienced in my career, I cannot help but chuckle when I think back to a conversation with a director I temporarily reported to. During our first one-on-one, get-to-know-you meeting, I asked him to describe his management philosophy and his response to me was--the Dr. Dre philosophy. Now for those of you unfamiliar with Dr. Dre, his bio describes him as an American record producer, rapper, record executive and actor. Intrigued by his answer, I asked him to explain the Dr. Dre philosophy in further detail. He went on to tell me that it was quite simple, “You get me, I get you back.”

For the record, I should state that I do not have a problem with rappers, hip-hop or rap music. Truth be told, I kind of like it. But, I become a little concerned with one's management experience if you model your philosophies based solely on lyrics from a rap song or rap artist with "doctor" in their stage name. If you find yourself in that position, I feel compelled to offer a little constructive feedback:

• Do not assume just because someone’s stage name has "doctor" in it that they truly have a doctorate in management or leadership, or anything. Do a little initial research just to make sure.
• Don’t assume that informing your employee, “If you get me, I get you back,” will not be perceived as a threat.
• Try not to recite lyrics from rap songs in your initial one-on-one meeting with your employees. Try to wait until the second or third team meeting if you must.

Lastly, if any of the above describes your management style, please do us a favor and change careers immediately.

Ted Kennedy and the Legacy of Leadership

2009-08-30T21:50:00.000-05:00

Last week Senator Edward M. Kennedy lost his battle to cancer. Over the weekend I was glued to the TV like most people watching coverage of his life and death. I could not help but be amazed by the fact that in interview after interview, from his family members and colleagues, to the average person on the street, how much he touched people’s lives because of his leadership. What a legacy Kennedy leaves behind, but most importantly, the type of leader he was offers us lessons we can all learn from.

Admit you are not perfect: Senator Kennedy was the first to admit he had made mistakes throughout his life, both personally and professionally. He even stated in an interview that he thought about giving up his senate seat because of some past mistakes and misjudgments.

Use your leadership to help others: Kennedy was known to take up causes of the voiceless, the underserved and the less fortunate. From civil rights and equal pay to education and healthcare, he fought for to right what he felt was inadequate.

Leadership is a privilege, not a right: Some will say Senator Kennedy was given his position because of his family's wealth or brother’s influence. But just like the support he received from those who elected him, leaders need the support of people to maintain their position.

Be an agent of change: Kennedy pursued issues with passion to make changes that would benefit the majority regardless of what opposition lay ahead. Most of us know, sometimes doing what is right is not always the same as doing what is popular.

Never forget to acknowledge others: While watching the coverage, I heard story after story from people who said that they had a problem, wrote the senator and he wrote them back. It has also been noted he felt it important to thank others and was known to send handwritten notes and letters frequently.

Be willing to listen and compromise: Leaders from both parties remarked how the senator had a record amount of bills passed. The common theme to these statements was that Kennedy was willing to listen and make compromises when needed.

As leaders, we should always strive to leave things better than we found them, to make a difference, to take risks and leave a legacy others will remember.

What will your leadership legacy be?

No More Negative Chatter

2009-08-18T09:09:00.002-05:00

It never ceases to amaze me that just when you are all set to bet on you, others point out reasons why you shouldn’t. I call this negative chatter. It can bring you down, set you back, and stop you from reaching your goals. But only if you let it.

When I talked to people about wanting to start a consulting company, I heard many reasons about why I shouldn’t do it, including “this is not the time to start a business,” and “most businesses fail in the first five years,” and so on. It reminded me of two other times in my life when I was discussing big life decisions: when I got engaged—almost 20 years ago—and every miserable married person told me how 50 percent of marriages fail, so I should think before I say “I do,” and when I was pregnant with our first daughter and everyone felt compelled to share their horrible labor stories with me.

If I had listened to the negative chatter, I would never have gotten married, had kids, worked a job, graduated from college, or started a business. Don’t let negative shatter deflate your dreams or sabotage your self worth. Here, four tips to help you tune out the chatter.

1. Consider the source of the negativity and remind yourself what’s right about your decision. Commit to looking at all things positively and don’t be afraid to look into the future.
2. See yourself five years down the road living the successful life, knowing that what you are doing now is setting the stage for what you want to do.
3. Dare to dream big. Don’t limit yourself by doubting your skill and ambition before you even try to make your dreams become reality. Doubts are dead ends we set for ourselves. You only fail when you choose not to try.
4. Keep moving forward and don’t look back—even if that means you have to leave some people behind sometimes. They may not have your best interest at heart. Choose not to take the negative chatter with you.

So tell me, how do you say no to no more to negative chatter?
Email me at Patricia@xpectresults.com

Why is it so hard to do things that are easy?

2009-08-17T19:20:00.003-05:00

Most of today’s leaders and managers are too busy doing their own job to focus on the needs of their direct reports. However, only a fraction of quality time needs to be spent to make a big difference on three key aspects of leading and managing others: hiring, training, and communication:

Hiring. Hire the best employees by using a behavior-based interview process. Learning about an employee’s past performance in similar situations is a key indicator of future success.

Training. Ensure that all of your employees are trained on what they are expected to know, and how they are expected to perform. All employees want opportunities to learn and grow in their roles through periodic coaching and development either formally in a classroom, with a coach, or informally with the help of a peer.

Communication. Communication requires two-way dialogue, exchanging ideas, asking questions, and receiving answers. Get out of your office and talk to your employees every day. Know what they are working on, what motivates them, and what they find challenging.

These three actions are fundamental to every leader and manager’s role and are easy to take. Being a better leader or manager is about taking the quality time and effort to do the easy things.

What are the steps you are taking today to ensure the easy things get done?

Jim Molloy, Consulting Partner

Social Class According to Oprah

2009-08-04T21:58:00.008-05:00

Recently I was able to sit down, at last, and watch a few taped episodes of Oprah. I don’t know what it is about her, but I will certainly say that the message I heard when I watched is the message I needed to hear at that particular time. One show was about social class and how we tend to categorize ourselves. The guests ranged from a news anchor who lost his job, to a corporate executive who lost his six-figure Wall Street job and became Mr. Mom. There are lessons to be learned from all of the stories. I want to share what I learned from this episode:

1. Your job is what you do for a living; it is not your life. Most of the guests on the program talked about the things that they bought with the money they were making. Shoes, vacations and fancy homes they had been able to afford. The resounding lesson, they all realized, is that it can all be gone in a flash. They realized that the most important things in their lives were the people in them, and not the position they held.

2. Remove labels. It is easy to consider yourself middle-class, upper class, etc. The most important thing that we should focus on is letting go of labels and concentrate on being a well-rounded person, a member of the “human” class.

3. Decide to follow your passion. Most of us have been impacted by a downturn in the economy, but that should not stop us from moving forward and from following our passions. The out-of-work news anchor job always wanted to be a veterinarian assistant. He took the initiative to pursue his desire, and now, although his pay is significantly less per year, he looks forward to getting up every day and doing what he loves. He is following his passion.

4. Don’t give up. It is never too late to learn a new skill, enhance your education, or take up something new. In times like these we have an opportunity to do something different, to get out of our comfort zones and make a difference. We have the opportunity to follow our passion.

So what is your social class?

Acquired Skill, Talent, or Gift?

2009-07-07T05:32:00.001-05:00

I’m convinced that visionary business leaders and managers who experience success have a combination of all three. I also know that they believe in the mission, are committed to success, and constantly work on professional self-improvement.

There are several characteristics that move you from being a leader with a vision to becoming a visionary leader. As times change and organizations are expected to more with fewer resources, it is imperative that leaders today are willing to embrace change while managing staff, and maintaining or increasing productivity and profits.

Here are my baseline considerations for visionary leaders:

1. Develop a shared vision. The visionary leader is not afraid to communicate the vision of the organization with others. They are also not afraid to communicate to others where they want to go and how they want get there.

2. Lead by example. Visionary leaders will lead others by setting a good example. They lead with confidence, they create an environment built around trust, and they are not afraid to rework a plan if it works better for the unit.

3. Be a change agent. In these challenging and ever-changing times, a visionary leader will identify challenges that may impact the bottom line and take steps to correct the challenge. Being popular or well-liked may always be a result of leadership, but the visionary leader is willing to go against what is popular for the good of the organization and its people.

4. Take risks. The visionary leader is comfortable taking risks. When it comes to moving an organization forward, increasing profits, and enhancing the organizations bottom line, the safest bet is not always the surest bet.

Which type of visionary leader are you?

Sleepless (and Excited) in Houston

2009-06-30T12:21:00.000-05:00

You know that feeling of excitement about something that keeps you up at night? That’s exactly how I felt last night knowing that we’re fully launching Xpect Results today, introducing the company to the world.
For years I’ve talked about the keys to moving your business forward: living your passion, following your dream, and, most important for a leader, “doing the opposite” of what ineffective leaders have done. I’ve taken my own advice, and for Xpect Results this is where the rubber meets the road.
The past few months I’ve been very busy preparing for the launch, and now I invite you to come along on the journey. Take a look at the expert training and coaching programs and solutions we offer, watch me in action as I discuss what it takes to develop and expand your business, and please, feel free to leave comments here or email me at info@xpectresults.com with your comments, suggestions, or recommendations.
Expect results. Experience success.
Patricia Jackson, founder and president, Xpect Results, LLC

Doing the Opposite

2009-05-01T19:25:00.001-05:00

Have you ever wondered who coaches new leaders how to become effective leaders? How often have you looked at the leadership within your organization and thought to yourself, “They are a liability waiting to happen”.

Like most people, we have all experienced the pitfalls of being led by an ineffective leader. The question is how can new and upcoming leaders avoid these pitfalls and experience leadership success? How can you avoid becoming a liability for your organization? In a few words: You have to start by "Doing the Opposite”!

As a new leader; if you are doing or believe any of the following statements are true, or have witnessed yourself or your leader displaying or believing any of the following statements, it is time stop and start "Doing the Opposite”!

1. Effective communications is only done via, blackberry, text messages or email.
2. Hiring your friends from your previous place of employment is a good hiring decision, regardless of their qualifications.
3. Sitting in meetings with other executives and contributing nothing to the conversation.
4. Building relationships within the organization and sucking up to move up the ladder is one and the same.
5. Leading by fear and intimidation is the same as effective leadership.

If you are witnessing any of these characteristics in your current leader or you find yourself aspiring to be just like that person; I urge you to stop, think and start "Doing the Opposite!

Copyright © 2009. All rights reserved.

How People Find Jobs in All Markets

2009-04-21T18:43:00.000-05:00

Jim...I keep sending resumes to companies but no one is calling me back. What else should I do? I really want to find a job doing what I like and I’m not getting the results I want.

According to the U.S. Bureau of Labor Statistics:
· 5 percent of people find their next career through advertised positions – help-wanted ads, the internet, and other publications.
· 23 percent find jobs through search firms, head-hunters, and employment agencies.
· 24 percent find jobs through making a list of desired employers and contacting companies directly.
Are you ready for this?
· The remaining 48 PERCENT of all jobs are found through referrals – simple word-of-mouth networking.

But Jim...I don’t have a network. What do I do now?

Building Your Networking

If you build it, they will help. Who are “they”? “They”, are your siblings, relatives, friends, neighbors, current and former coworkers, bosses, clients, vendors, and everyone you can think of that will return your call. Make lists of all the people you know and start smiling and dialing…today!

Networking and Career networking aren’t about calling people that can hire you (although that sometimes happens). Career networking is about talking to people that are interested in you and helping you meet the right people during your career search. Career networking conversations give you an opportunity to learn opinions, experiences, insights, guidance, and perspective. Each grain of advice you collect will get you closer to the opportunity you seek.

One lesson learned while being “in transition” is that the majority people you speak with are empathetic and are more than willing to help…you just need to know how to ask.

Discovering Existing Networks

Beyond the simple ways to build your network, some of the strongest networks start with groups of people with whom you share a common bond or interest. Who are they? Here are my top three recommendations:
1. Alumni Associations – Call your high school, college, graduate alumni associations to see what programs are available for alum. Most colleges and universities have a Career Services office more than willing to help…for FREE! They can help connect you to alumni in your area.
2. LinkedIn and Twitter – Many professionals post their professional profile online. This allows you to search using different criteria to find other professionals in your field, within certain companies, or those that attended certain schools (maybe yours?). The benefit of these online sites is the majority of people have uploaded a profile because they want to meet other people.
3. Professional Organizations – There is an organization for almost every profession. Join yours. Attend meetings (please, do not just put it on your resume), get involved, volunteer, become an officer, and make a difference. Your involvement can prove to your prospective employer whether you are serious about your career, or you are just looking for another job.

Asking for Help

Step 1: Find someone.
Step 2: Pick up the phone and schedule a time to talk – DO NOT “network” on the first call.
Step 3: When you meet, make a human connection – don’t just ask the person for job leads! Find out what makes this person tick. Find out what they are working on, what challenges they face in their role, and how they are managing those challenges.
Step 4: Use positive language. Talk about your situation, what you are seeking, and the progress you are making.
Step 5: Discuss the ideal opportunity – the opportunity that you would enjoy so much you would almost do it for free.
Step 6: Have target companies in mind. Don’t just say, “I am looking for anything…PLEASE!” This sounds desperate. You are a professional with skills and value you can bring to any employer.

Final thoughts

Be persistent and never give up. The kind of job you want is something you look forward to doing every day. Something that you do well, but does not feel like it drains your energy, it energizes you. Lance Armstrong said it best. After pedaling over 1,700 miles all over France, the Alps and Pyrenees during a two week period, he called his 16th stage of the race a “no chain” day. Lance felt so strong; it seemed as if his bicycle had no chain. Make sure you don't just find a job. Find a career that makes you happy, keeps you energized, and feels like you are riding a bike on all terrain with no chain.

Good luck!

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jmolloy@xpectresults.com

Six Simple Steps to World-Class Service

2009-04-05T23:17:00.000-05:00

Let's start by having you think about your job.
What is your job? Let's think about that for a
moment: I come to work every day, do my job,
and go home…right? WRONG! Maybe that is
how you used to look at your job. Now, we need to
change your viewpoint. What if we were to look
at your job through the eyes of your client?

“But…You say… I don't have clients, I work
on the inside.” WRONG AGAIN! Everyone that
depends on you for a service or solution is a client,
regardless of whether they are inside or outside of
Stanford. Changing the way you view your job is
the first step in ensuring you are consistently
delivering world-class service.

Here is a test. There is no right or wrong answer,
only the truth. I call it the “60 Minutes” test, but
it will take much less than an hour to complete.
Let's pretend that your boss has just hired Mike
Wallace from 60 Minutes to interview the last
five clients that depended on you for a service or
solution. What are your clients saying about you?
How can you make sure your clients are saying great
things about you…even when you are not in the room? What actions do you need to take RIGHT NOW to attract and retain loyal clients?

1. Develop a burning desire to find out what your clients need
2. Offer ways to help your clients achieve their goals and delight them with your help
3. Go beyond your clients' stated needs
4. Ask your clients how you can do better
5. Listen with sincerity and accept feedback openly
6. Be accountable for ensuring every client's experience is better than the last

The bottom line: Serve your clients well and make it a pleasure for everyone to work with you. Follow these simple steps and you won't just have clients, you will have created a group of dedicated fans.
What do you need to do right now? Now that you have read this far (and I thank you for that), challenge yourself to improve the quality of service you deliver to every client you interact with by just 1%.
Imagine what your clients will say about you when
Mike Wallace circles back for another interview!
Your 50th client won't even know what hit her because the quality of service you provide will be
50% better than the first client you touched.

Click here for a free consultation www.info@xpectresults.com to help YOU begin attracting and retaining loyal clients today!

Jim Molloy has helped many companies improve the quality of service delivered to clients. He is an expert on the topic and has delivered keynote addresses to help others learn what it takes to consistently deliver world-class service while developing loyal clients

It's Time to Run Faster

2009-03-12T13:07:00.000-05:00

Yesterday I happened to catch a few minutes of the Ellen show. Her guest was P. Diddy (Sean "Puffy" Combs, Sean John, Puff Daddy or whatever name he goes by today). The conversation centered on Twitter and while P. Diddy attempted to explain to Ellen how Twitter works he mentioned that he often uses the site to motivate others. He said "If you are still chasing your dreams, you better run faster."

That comment struck a chord with me, maybe not necessarily a chord but it did motivate me to continue to chase my dreams and run as fast as I can. It is during times like these that we must RUN faster, work harder and continuously reassess our skills to get us closer to the dreams that we are chasing. One of my favorite authors, Napoleon Hill wrote; don’t wait. The time will never be just right. Mr. Hill also was quoted as saying; a goal is a dream with a deadline.

Don't wait for opportunity to come to you, go after it! Don't say that it is too late to learn something new, it is never too late! Don't say you can't, you can! If you have not written down your goals lately, now is time to start. It is time to start RUNNING FASTER!