Todd Defren posted a video recently from Seth Godin about Curiosity. I watched it several times and was struck by its implications for me personally and with regard to client service. It would be difficult to watch this video and not ask yourself some hard questions about whether you tend to be fundamentalist or curious in your approach to life and work.
Godin says, "A fundamentalist considers whether a fact is acceptable to their faith before they explore it. A curious person explores first and then considers whether they want to accept the ramifications."
Honestly, I guess I'm curious in some areas and more fundamentalist in others. One would imagine that's pretty natural. We all tend to be drawn to people, programming, and ideas that validate rather than challenge our view of the world. While fundamentalism may make us feel better from time to time, Godin's video is a compelling reminder of the importance of curiosity - particularly in a world that is changing so quickly. Being a curious person, and being that person more often, is something we owe to ourselves and our clients.
When it comes to client service excellence, assessing one's curiosity can be essential. As you consider your role as trusted advisor, are you diligently exploring new ways to work? Seeking new resources? Challenging the proven strategies of yesterday with the promising approaches of tomorrow? If you're not, you should be. That's what your client is paying you to do.
Conversely, it's important to assess your clients' curiosity quotient by understanding where they are more fundamentalist and where they tend to be more curious. It could mean all the difference in the world in the approach you take when trying to convince them to adopt your next great new idea.
Curiosity may have killed the cat, but it will make you a better person and a more valuable professional.
Sunday, April 13, 2008
Friday, April 11, 2008
Client Service Insolence
Since it's Friday, it's time for another CSI Season 2 client service instructional video. Have fun watching and enjoy your weekend!
Wednesday, April 9, 2008
Linking-in to the Mindset!
Yesterday on Linkedin, I asked communication professionals to describe the mindset one needs to be successful at using social media tools. Over the past 24 hours, I received 21 very thoughtful responses.
I agree with most everything everyone said about authenticity, adaptability, conversation, team-building, comfort with the technology, time commitment, etc. I would only suggest it may be more basic.
Success in the social media space first requires you to CARE about what your stakeholders think without regard for your own ego and insecurities. There's a certain core selflessness required. Without it, I don't believe you could ever achieve real success or satisfaction in this space. Once you care enough, you can work on the list of attributes listed above.
Kelli Matthews reminded me recently of an anecdote I posted during CSI Season 1:
Toni Louw, who for my money is the world's best presentation coach, told me a story about a time when he was a young man. After delivering a speech in South Africa where Toni was dripping with sweat from nervousness, he was approached by a man as he was walking off the stage. The man looked at him and said, "Nice speech, just don't be so selfish next time." Toni understood exactly what he meant. Most of us are nervous because we care more about how we're going to be perceived than we do about our audience. To this day, whenever I feel nervous before a presentation, I think of the experience Toni was so generous enough to share with me.
For me this was a life altering story. It forever changed my view of the world and has most certainly influenced my mindset with regard to social media.
A client will always tell you he/she really cares. As the communication professional, it's up to you to determine, based on words and action, if your client is telling the truth. If your client truly cares, then you're off to a promising engagement in the world of social media. If you determine that they don't care enough, then keep them away from social media -- far, far away.
Regarding the 21 responses I received, I read every word and care very much about what everyone had to say. You should too. Please take a few moments to read them as well.
I agree with most everything everyone said about authenticity, adaptability, conversation, team-building, comfort with the technology, time commitment, etc. I would only suggest it may be more basic.
Success in the social media space first requires you to CARE about what your stakeholders think without regard for your own ego and insecurities. There's a certain core selflessness required. Without it, I don't believe you could ever achieve real success or satisfaction in this space. Once you care enough, you can work on the list of attributes listed above.
Kelli Matthews reminded me recently of an anecdote I posted during CSI Season 1:
Toni Louw, who for my money is the world's best presentation coach, told me a story about a time when he was a young man. After delivering a speech in South Africa where Toni was dripping with sweat from nervousness, he was approached by a man as he was walking off the stage. The man looked at him and said, "Nice speech, just don't be so selfish next time." Toni understood exactly what he meant. Most of us are nervous because we care more about how we're going to be perceived than we do about our audience. To this day, whenever I feel nervous before a presentation, I think of the experience Toni was so generous enough to share with me.
For me this was a life altering story. It forever changed my view of the world and has most certainly influenced my mindset with regard to social media.
A client will always tell you he/she really cares. As the communication professional, it's up to you to determine, based on words and action, if your client is telling the truth. If your client truly cares, then you're off to a promising engagement in the world of social media. If you determine that they don't care enough, then keep them away from social media -- far, far away.
Regarding the 21 responses I received, I read every word and care very much about what everyone had to say. You should too. Please take a few moments to read them as well.
Friday, April 4, 2008
You Can't Handle...
...a bigger logo. Here's an oldie but goodie - a high stakes exchange that strikes at the heart of truth to power and the enduring struggle between agency and client about the size of the logo.
Enjoy and have a great weekend!
Thursday, April 3, 2008
If You Combined Followership and Leadership, What Would You Get?
Servant Leadership. When it comes to client service, the term combines many of the strongest attributes of great followership and leadership, and its principles read as a wish list for achieving client service excellence.
"Servant Leadership” was coined by Robert K. Greenleaf in The Servant as Leader, an essay he first published in 1970. In that essay, he wrote:
"The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first, perhaps because of the need to assuage an unusual power drive or to acquire material possessions…The leader-first and the servant-first are two extreme types. Between them there are shadings and blends that are part of the infinite variety of human nature."
On a Butler University web site, you'll find a review of 10 Characteristics that Larry Spears, former CEO of The Greenleaf Center identified as being critical to the development of servant-leaders. They include:
"Servant Leadership” was coined by Robert K. Greenleaf in The Servant as Leader, an essay he first published in 1970. In that essay, he wrote:
"The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first, perhaps because of the need to assuage an unusual power drive or to acquire material possessions…The leader-first and the servant-first are two extreme types. Between them there are shadings and blends that are part of the infinite variety of human nature."
On a Butler University web site, you'll find a review of 10 Characteristics that Larry Spears, former CEO of The Greenleaf Center identified as being critical to the development of servant-leaders. They include:
- Listening
- Empathy
- Healing
- Awareness
- Persuasion
- Conceptualization
- Foresight
- Stewardship
- Commitment to the Growth of People
- Building Community
Wednesday, April 2, 2008
To Lead Clients, You Need To Understand Leadership
When we talked about followership last week, I did my best to define it because followership isn't exactly a household phrase. Providing a definition of sorts helped advance the discussion about its relevance to client service excellence.
By contrast, leadership is a common term. Everyone knows what a leader is, right? They're the people at the head of the table, at the front of the line, or the ones with the titles followed by initials who make hefty salaries.
On second thought, maybe we should give more consideration to the meaning of leadership and what makes a great leader. Jim Kouzes and Barry Posner wrote a wonderful book called The Leadership Challenge. They talk about leadership in terms of uniting your constituents around a common cause and connecting with them as human beings. They identify 5 Practices of Exemplary Leadership: Model The Way; Inspire A Shared Vision; Challenge The Process; Enable Others To Act; and Encourage The Heart. In another terrific book, Good to Great by Jim Collins, Jim defines a "Level 5 Leader" as someone with a perfect combination of humility and will. You may be surprised to learn that true Level 5 Leaders aren't usually the celebrity CEOs.
Obviously, there are countless leaders and scholars from whom we can learn about leadership. I'm simply suggesting that if we aim to achieve "Level 5" Client Service, we should avail ourselves of those lessons. Understanding the challenges of leadership is fundamental to any professional services practitioner.
By contrast, leadership is a common term. Everyone knows what a leader is, right? They're the people at the head of the table, at the front of the line, or the ones with the titles followed by initials who make hefty salaries.
On second thought, maybe we should give more consideration to the meaning of leadership and what makes a great leader. Jim Kouzes and Barry Posner wrote a wonderful book called The Leadership Challenge. They talk about leadership in terms of uniting your constituents around a common cause and connecting with them as human beings. They identify 5 Practices of Exemplary Leadership: Model The Way; Inspire A Shared Vision; Challenge The Process; Enable Others To Act; and Encourage The Heart. In another terrific book, Good to Great by Jim Collins, Jim defines a "Level 5 Leader" as someone with a perfect combination of humility and will. You may be surprised to learn that true Level 5 Leaders aren't usually the celebrity CEOs.
Obviously, there are countless leaders and scholars from whom we can learn about leadership. I'm simply suggesting that if we aim to achieve "Level 5" Client Service, we should avail ourselves of those lessons. Understanding the challenges of leadership is fundamental to any professional services practitioner.
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