Leadership

Can you imagine having a job where your entire role revolves around dealing with stressed out, and often, very irritated customers? Where basically everyone complains about all that is wrong, and expects you to fix the issue?

This is the everyday reality of most airline gate agents. As I witnessed recently, they often get to see the worst in human behavior. Yet much of the complaints they field (delays, status upgrade denials, and other first-world problems) are outside their ability to resolve.

One of the biggest frustrations most leaders share with me is somewhat similar to the situation above: team members show up at their “counter,” point out all that is wrong with the company, and then expect the leader to fix the problem without having to take action themselves!

One of our most important jobs as leaders is to first create a culture open to all kinds of feedback. So as irritating as negative feedback is, it is preferable to silence, and actually a positive sign as it relates to the culture of the organization.

Unlike an airline gate agent, however, a leader has power, or at least influence, to make change possible. Resolving the problem is of extreme importance, but the leader shouldn’t always do this on their own.  In fact, the other person often can have a role to play in solving whatever problem they have brought to light.

An organization with a culture open to feedback will only thrive with a second component. Every leader must also aim to create a culture of mutual accountability and support. We need to make our “gate agents” into leaders with influence and power. We need to help our team members know that they, too, have the ability to address the problem they see. This may mean that we need to support them, even defend their view when we think it is the right one, and be present when others inside the organization push back against them.

And the organization will push back when they perceive the feedback is coming from someone who doesn’t have the title. (On a personal note, this reality really gets me going.  Truth is truth; I don’t give a rip where it comes from, nor the “title” of the person sharing it. All I care about is whether the idea or feedback has merit. Often I find people won’t even consider the feedback’s truthfulness, however, unless it comes from someone with a fancy acronym in their title. How foolish!)

Imagine if a leader at the airline had the “back” of the airline gate agent when they waived a fee or helped a stranded passenger get home earlier than expected? (That scenario sadly sounds too good to be true anymore.)

How delighted would the customer be?

How empowered would the gate agent feel?

How satisfied with their day’s work?

To be sure, the leader is always – or should always be – the “extreme owner.” Even so, they need to teach their followers that they also have a role in solving whatever issue they bring to light.

In a true team environment, everyone plays a role in improving the organization!

It was the last leg of a very long day flying home from Asia. All that was left was a “fast” 4.5 hour flight from San Francisco to Chicago. I could smell home.

“Does your company let you fly business class?” Asked the guy sitting next to me.

“No, we don’t fly business class for these trips because it is hard to justify the extra cost,” I said emphasizing the WE.

“Those people must be a-holes,” the guy said next.

I said with a chuckle, “yes, they kind of are.

Oh, if he only knew! Haha!

But it got me thinking: What’s the purpose of business class tickets, expensive office furniture, or other extraneous business expenses?

Do any of these add value to your customers? Do any improve their livelihoods?

Now I am not saying that if you splurge for business seats on your next international flight you automatically value customers less than I do. That would be a false assumption.

Rather, I am challenging you to think about what you’re spending your money on. For instance, I paid around 1K for my coach seat on the way to Asia, where business class seats were priced around 6K. For that difference, we as a company can invest in many different things, like a new unit tool for a new product, that may solve a customer need.

As relaxing as sitting in business class may be, it won’t have that kind of effect on the future.

The point here is what do you really value?

Putting the customer first should change everything, including where you sit on an airplane.

(And kudos to the road warriors whose business class seats have been earned through status upgrades! Good things tend to come to those who hustle, don’t they?)

The other night I decided to do something that was uncomfortable by listening to a political figure I disagree with on mostly everything. This person’s identity is irrelevant; what is relevant is whether or not we – leaders – are willing to listen to those we disagree with?

In business, livelihoods depend on people of diverse backgrounds and beliefs being able to work together.  For 99% of us, there is no “bail out” to fall back on if we can’t get along with those with whom we disagree. While the government can hit a stalemate and just shut down, businesses can’t do that without turning the lights off and sending people home. Out of self-preservation we have to find a way to work with other people, regardless of our differences.

Of course we can still blow it. I’m sure I am not the only one who can think of a project that never saw the light because of two warring factions in the supply chain. It was childish, and everyone lost because of it. But thankfully, this is not the norm.

The norm, at least from my vantage point, is diverse people coming together to make things happen. This always begins with listening and understanding the views of others.

Are we open to listening to the other? What about changing our minds on a topic? Back to the political example above again: Considering that I genuinely want the best for our country, I routinely ask myself the following questions:

1. Am I rooting for or against this person, even at the expense of the country?

2. Do I wish this person well? Really?

3. Am I open to the possibility that my view is wrong, and their view is right?

Answered honestly, these questions help me maintain perspective when listening to someone with different views. They’re also a litmus test for where my heart is. For if I am truly seeking the ill-will of others, I not only have a problem much larger than can be addressed here, but I also am not going to listen to them at all!

To be sure, this is often very uncomfortable.

But, the goal is not comfort…

Or to be right.

The goal is to get things done.

To keep the lights on.

Are you willing to get a little uncomfortable in order to make it happen?

I write these words on the last leg of my journey home from Korea. I normally don’t use the blog to comment on business trips, but given the hoopla regarding the political climate in Korea, I feel this trip to be different.

Fear

Many people were surprised that I was going to Korea. “Are you sure it is safe?” they asked. Ironically, many Koreans do not think it is safe for their loved ones to travel to the United States, especially Chicago. One customer confided that his family is convinced he is going to get shot when traveling to America. (Sadly, by the time I landed back in the states, this reality rang true again).

It seems that people from both countries rely too heavily on messages about the “other” that are given to them, as opposed to going and seeing for themselves.

Seeking Understanding

One customer began rambling about all the things they did not like with regards to the United States, especially its politics. Less than twenty four hours later, a different customer went on a rant about how much they liked the United States and its current stance with North Korea.

I listened to both, seeking to understand their points of view, instead of sharing my opinions.

I was reminded that I need to do the same back home. Whether in Korea, or in Chicago, we are still more alike than we are different. If we stopped shouting, started listening —and forgive me, turned off all cable news programs designed to confirm our personal biases —I suspect many Americans would remember this and we wouldn’t be as divided as we currently are.

Flexible Packaging

Like many who read this blog, I am crazy about flexible packaging, spouted pouches in particular! As all of us in the industry know, the flexible packaging market is global. Korea, Europe, Latin America, the United States, and everywhere! The market rewards innovation and effort, thus providing an equal playing field for us all. And the best part is that its progress is tied directly to people from different parts of the world creating enduring relationships.

I absolutely love this!

A final, personal, note.

In the short time I was there, I fell in love with the Korean people. In fact, I have a lot to learn from their hospitality, and graciousness. Given this, I leave even more passionate regarding the conflict between North Korea and the rest of the world. What’s apparent, at least to me through various news organizations, NGOs, and ministries like Voice of the Martyrs, is that the human rights violations in North Korea are real. Moreso, it was apparent in conversations with people in Korea, that the tension existing between the two countries is ever-present. Therefore, I leave more motivated to give, more motivated to pray, and more motivated to use whatever influence I have to spur others to do the same.

While I understand some readers of this blog may not share my personal faith —and all are welcome here—I hope we can all agree that the human rights violations happening in North Korea need to end immediately.

As I have said before, every human being matters.

(Back to my normal blog Monday!)

Many sales people “show up and throw up.” In attempting to overcome every anticipated objection, they describe all the features and benefits of their service or company. “Our quality is impeccable, our on-time delivery is 99.9%, our pricing is competitive, and our customer service is second to none.”

Have you ever heard a pitch where someone admitted that their customer service was mediocre? Just imagine, “our quality is great, but our customer service is mediocre. I mean, we get back to you eventually, just not right away.” (It might be refreshing to hear this from someone at the cable company!)

I get why sales people do this. For starters, they have been trained to. Sure, most training programs talk about asking questions and uncovering motives. Some do a particularly great job in that pursuit. But most mainline sales training programs focus on the finer points of self promotion.  It is also natural to talk about yourself when nerves set in—it is a self-preservation strategy, and at its core, a necessary one! For if you can’t “sing for your supper,” you will go hungry.

But as I have written about before, I believe there is a better way. Instead of talking about how great you are, you could talk to the customer about how great their business or idea is. You are not the hero, and in the B2B world, neither is your customer. The real hero is further down the line. It is the mother trying to grocery shop while simultaneously trying to manage her three rambunctious kids. It is the retired school teacher mowing his neighbor’s yard. It is the mom and dad nervously handing over the keys of the new car to their 26-year-old son (note: the age is not a typo, just an extreme anchor in case my kids read this in future years!).

The point is the hero is OUT THERE, outside your walls. Of course there are heroes inside our walls, and we can’t serve the ones out there without a cared-for team inside, but the focus begins out there.

What are the hero’s needs?

What does the hero define as impeccable quality? To spec, or something else?

When does the hero need what we produce?  Do we measure to that, or to our internally-quoted lead time?

What does the hero need in terms of customer service?

Whose expectations are we living up to, ours or theirs?

It is not about us. It is about serving them.  The real heroes.

Are we creating fans? (“Wow, it sounds like you guys are an amazing company!!”)

Or, are we creating customers? (“Wow, it sounds like you guys care about us!”)

Choose wisely.

A few weeks ago, a family friend asked me if I could mentor their child. Of course!

Anyone who knows me knows that I believe in being 100% transparent. So, I share the email I wrote to this individual below in hopes of modeling one way of doing so —“one way” is the key phrase here because your way will probably differ from my way.

I also share because most of the readers of this blog are leaders. Therefore, I pose the question to you: In your life, who could use an email like this? Who could you be mentoring?

I hope my email gets you thinking about someone you could challenge (and hopefully build up).  In case you’re wondering, this person told me that they thought the email was “intense,” but they liked the intensity because it forced them to think about the questions I outlined.   I also think it is safe to say that we both learned a few things from the time we spent together, which is another positive aspect of “mentoring.”

Here is the email I sent to setup our meeting:

Dear X, 

Things to consider before meeting:

1. How can I serve you?  (That question probably sounds creepy…but what questions do you have that you are embarrassed about?  Maybe you don’t have any.  But I used to think being a “grown-up” meant that you had your stuff together, so I did not ask a lot of questions because I was afraid to look stupid.  This is not the case at all.  Most people stay this way because they don’t ask).

2. What do you want to do?  Really? (Keep asking yourself this over and over, emphasizing the “really” part.)  I wasted (say “used” in front of my father please) a lot of his money to get a teaching degree.  I don’t think I ever really wanted to be a teacher however (but I didn’t realize this until I was in my 30s). 

3. Do you want to meet or are you doing this because your mom wants you to?  Be honest.  I can do the check the box thing. I love your grandfather and would do just about anything for him. I just want clarity here.  The “check the box” meeting is 15 minutes.  I am offering much more than that. 

What I am bringing:

1. Vulnerability. I won’t hold back.

2. Transparency.  Again, I am an open book.

3. Time.  I’ve got plenty of things to do.  This kind of meeting excites me.  I am choosing to do this.

I write a lot about leadership here: http://baldinbusiness.com/ .  Read a few posts if you want to get to know me better.

If I received an email like this when I was your age, I’d think the dude was nuts.  I am sure my wife thinks I am.  But we have a happy marriage because I am completely transparent about everything.

 

I approach life that way.

You won’t get anything less from me,

Alex

Yesterday was an extremely difficult day at Hoffer Plastics. Some thoughts on our family, and a challenge to show and tell.

(Note: Excuse the bad video angle. I was not filming this message twice!).