Little Things That Matter

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Archives for October 2013

The Missing Link In “The Customer Is the Boss”

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Photo credits : Lalita Raman

Photo credits : Lalita Raman

Have you ever thought like a customer when you are talking to a potential client?
Do you really care to understand what the customer wants ?

I was in Mumbai last week visiting my family for 4 days. My dad and mom are not keeping too well and I thought I must take some time out to be with them.

While I was there, I decided to complete some formalities that was pending with a bank account that I had opened. The relationship manager stated that he wanted copies of my passport, other identification documents and photographs. I was taken aback because I had submitted all of this in as many copies as was required by this bank, four months back. The relationship manager started giving me several reasons why he wanted those again, none of which sounded convincing to me. One of the reasons he gave me was that this was a compliance requirement. This is one of the top favorite reasons given by many a customer contact of most banks. The relationship manager did not take time to understand my requirements, figure out how much time I had and how to reduce the inefficiency for me.

Many customer contacts ever so often don’t represent their company well because they engage in the blame game. They stop caring about the relationship evident from their actions that it is all about a sale, a transaction or an account to be opened.

Not for a moment people like this relationship manager, that I met at this bank, stop to reflect and ask
-> Would I as a customer like to receive the same treatment?
-> How can I make it seamless and efficient for a client who deals with my organization?
-> How can I as a contact point for the client stop the client from getting hassled through the procedural hoops within my organization ?
 -> What can I do or not do to make this relationship valuable for each client?

THE CUSTOMER IS THE REAL BOSS – “All Associates work for the customers who buy our merchandise. In fact, the customer can fire everybody in our Company. And they can do it by simply spending their money somewhere else. The greatest measure of our success is how well we please the customer, ‘Our Boss’. Let’s all support Aggressive Hospitality and have our customers leave 100% satisfied every day.”—Sam Walton, The Founder of Wal-Mart

Do you as CEO, sales contact, sales head, Chairman or Business owner, leader ask What are the central issues, changes or challenges that your client is currently dealing with ?

How can I help resolve some of those issues with respect to the services that are provided by my organization?

Do you start with the client in mind or a sale approach in mind ?

A sale is not just about an account being opened or a transaction being made but it is about establishing a relationship of trust, rapport and caring for the customer’s needs. A sale can take place only if the customer feels that the relationship is worth it. No deal can be struck overnight and this is something that is over looked in today’s culture of immediacy,

What are the keys to turning transaction sales attitude to a long-standing relationship?

I think the key ingredient is Empathy. Because when you are empathetic

1. You think and act from the customer’s perspective. This creates Trust and Builds Rapport.

2. You listen to understand the customer and not serve, just to make a sale or a transaction. You are able to explain what services you can offer to meet those needs. It also allows you to be candid in instances where you think your products or services will not match what the customer is looking for. And in understanding the customer and in describing what you can offer, you indicate not only your empathy but competence

3. You show that you care for the customer and the relationship. Why do we often hear stories or have had experiences where the visual image you have of a sales person is someone who will be pushy? Because they only care for their sale rather than understanding what the customers need?

4. You are engaged.

Let me share a personal story of mine which I experienced whilst in Mumbai.

I had got myself a Samsung S4 earlier this year. I have always been an iPhone fan but have been disappointed with their products ever since Steve Jobs passed away. Though I had got myself an S4, I was using it only for clicking pictures because the picture quality is outstanding and beats iPhone 5 hands down. I decided I’ll use my S4 whilst in Mumbai. My sister uses Samsung and has been a fan of the same. The S4 I have is 16GB memory which is against my normal practice of getting 64GB. So I decided to go to the Samsung shop with my sister and get myself a Micro SD card of 64GB capacity. The person who was servicing me was someone whom my sister has been dealing with. I was pleased with my experience of dealing with him. But the WOW experience was when I, by mistake, deleted the photos on my Micro SD card when I was fiddling with moving and copying things from my phone to the SD Card. I was upset that I had lost all my good pictures. So I did a search on Google and found a method to retrieve deleted photos from the Micro SD card. I called up this person at the shop and told him about the mishap and the possible route of recovery. He said he had never done this before but he can help me because he has a card reader. He told me he will test out this method and call me back within an hour or two. This person went out of his way to help me. He deleted some photos from his own device and checked if this route that I had suggested would work. I recovered my photos and but for the empathy that this salesperson at that shop showed, I would never have been able to do so without any additional expenditure and in such a short time. His act of empathy has now made me a Samsung fan and I am curious to explore the phone and check it out. I also bought two other accessories from that shop. His empathetic behavior has turned me into a satisfied customer. He was a classic example of a super engaged employee and I observed that there were many other return customers, just like my sister, to that shop.

5. You build your brand without concerted efforts in making that happen. The above example fits this point well.

6. You enrich the experience for the customer and get their buy in which holds stead to a long-term relationship.

7. You communicate with clarity and help your and your Company’s growth.

Have you ever considered that if we don’t like something forced down on us why would someone else want that ?
Do you as leaders build an organization that cares and your representatives are empathetic?
Do you treat your customers as the boss in your words, action and behavior?

For Coaching, Facilitating and Speaking Connect. About Lalita Raman

Never Give Up

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The dog’s action in this video speaks volumes

To me it spoke about

→Compassion

→Be A Friend First To Have One

→Empathy

→Love

→Never Give Up

→Believe In Yourself

→Trust

→Congruence of body language and facial expression, an important element of communication.

What does it tell you ? I would love to hear your thoughts.
What does this teach us about life?
What does this teach us about relationships

Leadership In Troubled Times

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Photo credit : Lalita Raman

Photo credit : Lalita Raman

The CEO of the Company was having his monthly meeting with his direct reports to discuss achievements, strengths, opportunities missed or well used and way forward.
Jack, the CFO of the company had attended several of these meetings and felt the quality of these meetings had deteriorated. In the moments of silence, whenever he was an observer, he felt these meetings had become agreeable in nature and no brainstorming was encouraged.

Just in the last meeting he had raised an objection to the way the revenues were being earned and the way the company was going about increasing its market share and how in the medium to long-term the company may not be able to hold its market share. He also had concerns on the franchise value which he thought he will bring it up later. Despite presenting solutions he was left with the feeling that by raising a different perspective, he was considered possibly a rebel. The room didn’t celebrate his passion for the business nor appreciate his concern.

Don’t trouble trouble till trouble troubles you because if you trouble trouble, trouble will trouble you. As a kid I used to play this tongue twister with my friends.

Today in many organizations and in many societies, many individuals as so-called leaders and many others in their daily walk of life seem to be applying this tongue twister in every sense of the word.

As Dr. King said: “An individual has not started living until he can rise above the narrow confines of his individualistic concerns to the broader concerns of all humanity.”

People hesitate to speak up about injustices, poor practices, processes that don’t make sense. Many times these procedures and archaic practices creates a significant amount of unnecessary complexity and fosters a passive acceptance of the status quo.

The real test of your leadership comes not only when you identify a problem but also after you identify the problem. You then bring it to the forefront and take action to rectify it. Problems are signposts that you can’t and must not ignore and it is essential to see, speak up against, and address them in order to move forward.

Think back of those moments when you were considered a rebel because you didn’t go with the flow, challenged the methods and raised your concerns.

Do you as a true leader ignore the dissenting inner voice ?
Do you give up challenging a situation just because you are going to meet resistance?
Do you stop advocating an idea because it is not met with eyes of approval?
Do you have the courage to do what is right even if it is not the most popular?
Do you surround yourself with a team of people who can challenge your thinking and whose strengths make up for your deficits?

If you look at leaders like Steve Jobs or Martin Luther King they and their ideology or ways were not accepted easily. They were considered as dissenters or dogmatic when they started off.

To stand out from a crowd despite working in the interest of the vision of the organization could be overwhelming and for sure not comfortable. Your character as a leader is on a test in such situations. Yes and for many people who choose to stand out for what is right, their careers may have suffered and some called as not fitting in.

As leaders how do you point others to the new horizons or to the vision of the organization and yet show that the current practices aren’t going to achieve the same or what others are missing out ?

1. Leaders lead from their heart and are guided by their within.
2. Leaders by pointing out what others don’t see do not intend to be antagonistic but take responsibility, show accountability and a sense of ownership.
3. Leaders do not allow their values and the organization values to be overridden by keeping silent.
4. Leaders lead by their life and foster an environment and culture of being committed and not allow others perspectives or views to deter them.
 5. Leaders must develop a lower threshold for alibis and become better communicators and enforcers of what they want done. If you are more interested in being liked and popular than holding people accountable for results, you have a serious leadership weakness. It is not your job to make people happy. Your job is to get them better. Holding people accountable to high standards and results is nothing to apologize for. Failing to stretch them to their potential is.” -Dave Anderson

Education and experience is not only for acquisition of technical skills and knowledge but to develop that bent of mind and an attitude of responsibility, courage and above all be human.

Reflective Questions

What problems have you overcome today?
How well are you serving as a leader that only you can serve ?
Are you leading to your organization’s vision with humility, courage, and empathy?

Eight Leadership Lessons From Dogs

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Photo : Lalita Raman

Photo : Lalita Raman

I love and admire dogs. I don’t miss a chance, whilst walking, running or hiking, to stop and say hello to the dog and if the owner looks friendly enough, have a word or two with the dog and pet the dog.
I don’t own a dog as yet. I have always wanted to own a dog but not owned one because I feel guilty that I’ll not be able to spend time with my dog. So whilst I do want to own a dog, It has not happened yet.
I love all animals but dogs have a special place in my heart. This post is based on my observations of dogs that I have met in various walks of my life.

There is a lot each of us can learn from dogs. What do they teach us?

1. Speak up – leadership is about being there even when the going gets tough. Why shy away from standing for what is right even if you are the odd one standing?
Dogs never fail to bark to protect their owner and their home. They are not afraid to bark no matter where they are. Even when they make their owner angry they continue to bark to highlight something is wrong.

2. Persistent – leaders may adopt different paths to achieve their vision but they don’t give up on achieving their vision.
Dogs are persistent by nature and if you own a dog you will relate to this. Dogs love the food that we humans eat and they try different ways to get the food they desire. Though they may not succeed they try different options and never give up.

3. Empathy– good leaders empathize in the way they communicate, understand and the way they connect. I believe, there is no better creature on this earth than a dog who knows exactly how to empathize with you.Your dog knows when you are down and out, angry, upset, or happy. They are there with you through your emotions understanding perfectly well what you are going through. Their facial expressions and body language conveys it all.

4. Friend – leaders are friends in the way they connect, understand, encourage, communicate, challenge and the way they relate to you.
Dogs are true friends. Dogs show you that to have a friend, be one. They stand by you through thick and thin and never leave your side.

5. Trust– leaders build trust in the way they communicate and behave.
Dogs will always smell to get their comfort level. Once they are comfortable they build trust and lend their heartwarming friendship.

6. Opportunity – leaders see and make use of every opportunity. They give their heart and soul in whatever they do.
Dogs don’t miss opportunities to get what they want, be it food or getting on to a couch. Dogs give their heart and soul as duty dogs, as a guide, looking after children and in everything they are.

7. Attitude – life has many challenges and for leaders it is no different. As a good leader you know that your attitude is your greatest asset.
Choosing the right attitude is something we can learn from dogs. The hope and positivity with which they welcome each moment is something I have always been amazed about dogs. They live each day with unbridled exuberance and joy even in the face of adversity.

8. Uninhibited Courage– Leaders lead with uninhibited courage and by doing so they show their purpose is resolute and deep.
You have heard, read or witnessed many a dog which have saved their owner’s life or a child’s life. Dogs are loyal and they don’t deter in showing their courage or living up to a challenge.

Dogs are adorable, courageous and they make you feel good. They believe in you and make you feel great. A dog truly makes their owner feel that they are the best in the world. They are a living example of unconditional love and kindness.

Isn’t this what qualities of a good leader in life and in organizations should be?
What do you think we can learn from our friends, The Dog?

For Coaching, Facilitating and Speaking Connect. About Lalita Raman

The Power Of Reframing

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Lalita Raman

Have you been in meetings where you interpret something that has been said by your boss very differently from what one of your colleagues may have interpreted?
Have you had moments or days when you feel everything is going wrong, until you see someone else having a worse time which pales yours in comparison?
Have you observed situations where two people could have faced the same situation, yet one considers it as a challenge to be overcome whereas the other person dwells on it, complains about it and their body language and facial expression conveys that they are having one a nerve wrecking experience?
How many times have you for any small mistakes made, stated that “I have messed up” instead of “I made a mistake”?
When I coach leaders, executives and professionals, I hear negative statements about who they are or what they are not good at or what they cannot do. The cues is not only verbal but also in their body language and facial expressions.
When I listen to what is being said, the way it is being said and sense the cues, I ask of my clients to reframe the thought, the feeling, the fear in a positive way.

Reframing is the art of changing your thoughts, your inner talk and finding alternate ways to express an idea, a situation, a challenges or your inner fear.
Each of us have our challenges, our inner gremlin sitting on our shoulder and pulling us down and possibly teasing us. The idea of reframing a negative thought is not to shut out the fear but to change the mindset and approach the challenge with positive emotions. Reframing helps to approach a situation with a “positive” and “can do” approach rather than I’m no good at it.

“When we are positive, we become more motivated, engaged, creative, energetic, resilient and productive.” Positivity breeds positivity and vice versa. Reframing not only helps us with our emotions but also in the way our thoughts and words land on others. Reframing is useful in every part of the organization, be it you are a CEO, sales person, Human Resources, CFO, or any other representative of the firm.

Take a case where you are trying to determine with which securities firm you need to open an account with. In your first meeting with the person servicing you, all you get to hear is what their firm is good at, the range of products they have, the markets that they have a presence in, their market share. You sit there wondering how is any of this useful to you!? You have not been asked as to what you are looking for, what is your risk comfort level, what are you familiar with, what is your risk versus return profile. You decide that it was a waste of time and decide not to deal with the broker.
Now may be all that was presented to you had all of that information. However the way it was framed seemed to land on you as if they were pushing their own agenda. Reframing the same information that they had presented to you in a way that created a lens through which you felt you are the client and your needs are being understood would have made you want to deal with them.
Leaders can take a mundane idea and get people to buy in into their idea by reframing.
Before I start off with tips on reframing, I would like to share my story when I started my coaching journey. One of my strengths is Direct Communication. I’m known among my friends to be candid and someone who doesn’t mince her words. When I started my coaching journey, I realized that this strength of mine may not come across to the recipient as gentle and caring and my style could possibly be misconstrued. My intention in being direct is not to hurt someone and I realized that without compromising my value of being candid, I could convey the message by reframing.

How to reframe?

1. Make yourself aware of your thoughts – before you react to a situation, step back and figure out your inner thoughts or the feelings that created the thoughts. If those thoughts are arousing negative emotions, ask yourself what if I reframe it. What happens when you reframe your thoughts ? Learn to observe your thinking patterns and reflect.

2. Challenge – every time you feel like reacting to a situation, ask what is in that situation that aggravates you or puts you into a negative mode? How can you get over that? Is there a truth to the way you feel and how you feel?

3. Clarify – if you are in a meeting and you think you may have interpreted something differently from others, clarify before running away with your assumptions and jumping to a conclusion.

4. Mindfulness – being mindful in the moment of choice is many times easier said than done. However, as with anything new where our discomfort is high, first make yourself aware and then practice the art of being mindful consciously.

How has reframing helped you in your life so far?

What have you learnt from reframing?

“Nothing can stop the person with the right mental attitude from achieving his goal. Nothing on earth can help the person with the wrong attitude.” Thomas Jefferson

For Coaching, Facilitating and Speaking Connect. About Lalita Raman

How To LOSE IN LEADERSHIP?

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I was at my friend’s place last week for dinner. She has 2 kids, a son and daughter. We were chatting and in the midst of a discussion, her daughter Nikita, comes up to her Dad and reminds him that it is her time to play chess with him.  Despite being told that he will play with her later, she insists.  He consents and tells her that she will play the game without playing any pranks.  Nikita is a junior chess champion at  a State level for girls under 10 years. Her dad, although not a champion has always been an expert in chess. We were watching them play and Nikita suddenly turned to her mom and asked her a question on what she should do.  I also noticed that she didn’t just ask for a solution but explained what her strategy was and consulted her mother on which option she should choose as the next step.
John was having some morale issues among his team. He had 5 direct reports though he was responsible for a team of fifty. He decided he will conduct a survey to determine the engagement and satisfaction among his team. At the end of one month, the time period given for completing the survey, only fifteen of his team members had responded and that too those that he had coaxed into responding. Based on the results of fifteen members who took the survey, John concluded that he was not the reason for the low morale issue.
What do these two different individuals teach you ? Nikita teaches you to lose like a leader. John is an example of how with his title, is self-centered, egoistic and supports his own press.
Leadership is not always about winning or about titles or elevated status. As leaders you can lose, and yet inspire your followers and have respect
Five Behaviors To Lose As A Leader
  1. Your control and micromanagement – if instead of managing teams you micromanage by refusing to delegate leads to mistrust and low morale. You don’t allow people to grow and develop and utilize their talents.
  2. Fear – as a leader you don’t need to know all the answers. Lose your fear of asking questions and finding out from people who may be experts or have the knowledge. Nikita consulted her mom when she was unsure about the next move she should choose to achieve her strategy.
  3. Manipulation – you don’t necessarily become a leader by occupying a position of a leader in an organization You have to earn the respect and trust of your team or people whom you work with. Without appreciating your team, empathizing with their views, needs or alternate views, your team can get disengaged. John didn’t want to take responsibility for the low morale among his team members. He tried to force some of his team members to fill the survey and get the results he desired. He shut out the truth.
  4. Withholding information – you cannot gain trust by revealing and sharing information that suits you. Self-serving behavior is a slippery slope and a prelude to an organization’s failure.
  5. Bad attitude – You can lose your ego and be humble. Humility will make you likable and earn the respect of your team. Whilst as a leader you are not expected to know everything, you need to keep abreast of the developments. You have to be credible.

As leaders, you would do well in losing your ego, arrogance, need to demand respect and be liked.

As you scale up the path in an organization or in your business as a leader and part of senior management, it probably gets lonely at the top. The responsibility that many leaders feel for their team and people creates a fear of failure and possibly a lack of Executive Presence. Many leaders get overwhelmed and start denying reality.
Life at work or in an organization has challenges that sometimes feels as if it saps the energy out of you. There are a wide range of emotions that you will experience and confront as a leader.  However as a leader, why fear in seeking help to get on a path of personal development and avoiding the pitfalls and letting your inner gremlin bewilder you?  A coach or mentor can assist you in the shift you want to make in your professional development and growth.
Reflective Questions
1. As a leader are you known for your integrity?
2. Why do you want to lead? What does leadership mean to you?
3. What have you learned from losing?
For Coaching, Facilitating and Speaking Connect.  About Lalita Raman
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