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How will you be remembered? What do your behaviors say about you?

“Experience” is, in its purest form…Leadership BRAVERY.
It is Leadership Bravery in making choices that enable your people to rise. It is clearly knowing and living conscience-led decisions about what you will and will not do, to grow. It is leaders who model behaviors honoring customers and employees – that everyone can model across your entire organization. And it is honoring customers’ lives in how you enable them to achieve their goals, make them feel honored and respected, and in the end…earn their admiration for how you conduct yourself in business, and for the kind of people you are.

Are your employees
thriving?
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DO YOU NURTURE A THRIVING ENVIRONMENT FOR YOUR EMPLOYEES? Do you elevate the spirit of your people; inspiring them to bring the best version of themselves to work? Do your solutions and actions deliver congruence of “heart” – what people know is right and “habit” – what they are encouraged to do at work? Do you make it easy and a joy to deliver care, empathy and value?
Are your people valued as the foundation of your company?
1.
You make employee selection a priority. You extensively screen and select people who share your organizational values. You always approach recruiting as hiring partners…. not filling positions. You have established your own unique hiring and selection processes to find people who align with your values, so you can trust them to rise.
2.
You invest heavily in training and development to prepare and enable peak performance. You invest in prepared and enabled employees.
3.
You consider all of our people to be “Memory Makers.” You enforce all of our responsibility for creating a memory with customers in the processes you build, the solutions you develop and in the interactions you have. You give everyone the encouragement, time, information and permission to be a memory maker – no matter their role.
Do you enable people to act?
1.
You continuously identify and remove barriers to your people delivering value to customers. You believe in the words of your people and consistently listen to understand and elevate their role in improving customers’ lives.
2.
You prepare for your people to extend grace. You proactively identify where employees need to “make the call,” and you prepare employees to act with honor and make exceptions when warranted. You honor the dignity of employees by removing unnecessary rules and policies. You release control, so employees can innovate and solve problems.
Do you lead from trust?
1.
You believe that acts of admirable behavior grow your business. You coach people to take the initiative on behaviors that earn admiration and to challenge processes, actions and rules that do not. You encourage people’s initiative in these matters consistently across your organization with every leader.
2.
You reward and recognize employees for innovation, ingenuity and thinking on their feet. You reinforce your belief in employees. You celebrate taking risks, doing the right thing and making informed decisions. Your leadership models caring behavior, and it celebrates and promotes people for their human, caring behavior.
Do you elevate and inspire people to rise?
1.
You check our bias at the door. Your growth is earned through inclusive and respectful behavior. You do the work to eliminate unconscious bias with customers and actively work to remove any bias in your industry. You prepare your people to remove unconscious bias with each other.
2.
You show up as a “caring” company. You elevate everyone’s purpose – uniting all in the mission of improving lives. You guide cross-company behaviors to develop a “caring” organization. This gives you a leadership lens through which you evaluate process, people and how you enable people to rise.
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Do your customers feel
respected
& honored?
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Do your behaviors and actions say to customers and partners: “We RESPECT you.” “We honor you.” Does respecting people’s time, choices, needs and requirements form the foundation for your decision making and how you run your business?
Do you honor customers’ needs and priorities?
1.
You reduce “service exhaustion.” When customers need you, you solve things for them completely. You don’t run them around or give them homework. You make it easy on the customer to get their situation solved by simplifying the actions and steps required. You are on top of it and don’t make the customer have to check back in with you to find out if they are put back together again.
2.
You honor customers’ time and their clock. You show respect by running your business on “customer time.” You are built for efficiency as customers get basic services accomplished. You never make customers wait for you or wonder where you are. You give customers control of the schedule based on their needs, not yours. As a result, your customers feel like you honor their time and their schedule.
Do You Lead for Actions that Respect Customers?
1.
You commit to honoring your customers by “knowing” them. You invest in understanding their lives and priorities and in uniting information about who they are and how they interact with you, so your customers never have to remind you who they are, what they have purchased, who they have interacted with, or how important they are to you.
2.
You enable customers to depart with grace. You give customers a seamless, simple, transparent way to depart that might earn their future return based on your treatment of them. You are humble. You learn from the experience.
3.
Your leaders care, and every day they want to know what events disrupted customers’ lives. You invest in understanding customers’ experiences – so you proactively reach out when things go wrong and encourage all to give customers options for how to communicate and reach you. You insist on keeping customers apprised and give them peace-of-mind.
Are You One Company, United for Customers?
1.
Across your company, you “talk straight” and have a voice of your own. You deliver “understanding” – not lingo, jargon, and extra steps and paper that burden your customer. You have consistently eased the burden of what paperwork you require and how you require it – to make customers’ lives easier.
2.
You are available to customers across all channels based on how they need you and when they need you. You remove the extra steps, being put on hold and anything that says, “our process or time is more important than yours.” You make your availability a reflection of how much you care.
3.
You don’t let the boundaries of your organization get in the way of delivering value to customers. You insist that your people connect their work across the silos– so customers are not bounced around or experience disjointed experiences due to competing metrics and goals.
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Do you enable customers to
achieve
their goals?
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Do the actions of your business prove to customers that you organize yourselves and act to help them achieve their goals? That you have their best interest at heart? Do you achieve your goals by prioritizing customers goals as mission critical to your prosperity and success?
Are You COMMITTED to Helping Customers Achieve Their Goals?
1.
Everyone can explicitly connect their work to your purpose. You have translated your purpose to your operation and behaviors and to how you enable employees to deliver on your purpose.
2.
You have clarity of purpose for why you exist and how you exist to improve customers’ lives. Across your entire company, you all know and can state what you want to be remembered for.
3.
You fundamentally believe that, in order to grow, you must be a company united around enabling customers to achieve their goals. CUSTOMER goals, not your internal goals, are your first order of business and drive your priorities. Leaders inspire you to use customer goals to serve as your lens for decision making, investments, and in steering the course of the company.
Do You Really KNOW Customers’ Lives, and Their Goals?
1.
Your people are coached on the skill of listening and understanding. You constantly work to improve your clarity for knowing customers’ goals and what they want to achieve to prove value in their relationship with you.
2.
You formally document and share customer goals across the organization, so that this understanding can guide how you develop your products, your service and your people. You have a company-wide awareness of these goals that people can access, which you transparently share.
3.
You actively and continuously watch and listen to customers to understand their priorities and goals and to translate and communicate them across your organization.
4.
You regularly use your products and services and interact with customers. You eliminate detachment and cynicism by connecting to their experience.
Are You UNITED Around Achieving Customer Goals?
1.
Your compensation, reward and recognition are wired into the achievement of customer goals.
2.
Across the organization, you are united in how you design experience, process, service, products and technology to deliver to these goals. Leaders stress the achievement of customers’ goals as work is presented to ensure they are always focused on helping customers achieve their goals.
3.
You have shared metrics across your operations, silos and people to enable line of sight of customer goals across your company and to drive accountability in your responsibility to deliver on them.
Do Your Actions PROVE to Customers That Their Goal Achievement is Your Priority?
1.
Your customers feel that you “have” them when things go wrong. When failures occur, you act decisively and in the customers’ best interest. You speak quickly, give the facts and are accountable and responsible. This is your finest hour.
2.
You have a rigorous recovery plan ready for a company-wide customer crisis. Similar to an IT recovery plan, you have plans to respond if a large-scale customer crisis occurs – you keep your customers informed and aware.
3.
You wire customer empathy into your operations, policies and processes. You enable your employees to read the situation and extend grace when they see fit. You hire and develop good people – then trust them to make the call to ensure you meet customer goals, prove value and keep the customer.
4.
You understand customer emotions as they work with you and use this understanding to redesign existing experiences and innovate new experiences.
5.
You honor customers by starting with their life and priorities when you interact with them. Their needs drive you – not your process and paperwork.
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Do acts of leadership
bravery make you
stand out?
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DO YOU CHOOSE THE BRAVE PATH OF ACTIONS THAT EARN GROWTH AND ADMIRATION? Do you forge your own path, choosing the hard, conscious-led decisions about what you will and will not do to grow? Do you earn growth through transparency, fearless sharing and behaviors that prove you strive for a balance relationship with your customers and partners? Are you clear about how you want to be remembered: and that you stick to actions and behaviors that define who you are as people?
Do Your Leaders Walk the Talk?
1.
You are humbled when mistakes happen. You put aside ego and bravado. You learn and change from your mistakes. You don’t make excuses or dodge the situation. You ask forgiveness and ACT. You let customers know when something goes wrong. As soon as you know of a service failure, you inform customers and prepare a swift recovery. You focus on the “what,” not the “who” — and change the actions causing them.
2.
Leaders’ behaviors inspire what they want delivered. They live your purpose and model the behaviors that you stand for personally. They make decisions aligned to your purpose and communicate them, so that everyone has a beacon to follow for their own behavior.
3.
You free people to act. You create an environment in which everyone has permission to do the right thing. You guide and enable employees to take ownership of customers with issues as they encounter them and encourage them to show their humanity and put customers back together again. All levels in your organization are given permission and celebrated for these actions.
Are You Focused on TRUST as the foundation of relationships?
1.
Two-way trust defines your actions with customers. You actively decide to be transparent with customers. You suspend the fear of sharing information. You fearlessly give customers information, so they can prosper with the knowledge you share. Customers feel that you trust them using your forms, reading your fine print, as you interact with them, and in working through your paperwork and contracts.
2.
You focus on earning the relationship, not making the sale. You always deliver transparency in how you price and what customers receive. Your selling experience is uncomplicated and clear, and your pricing is easy to understand. Customers describe their sales experience with you as truthful and transparent and without surprises. Truth and Transparency defines how you sell and serve.
Do You Honor Customers as the Asset of Your Business?
1.
You share all the facts in every situation, so customers can decide what is best for them. You guide them through the complexity of options and pricing, guiding them fearlessly to all of the information. You walk away from goals, compensation and reward systems that require getting the customer to commit or putting your people in a position to guide customers toward a sale to meet their goals, quota or rewards.
2.
You believe in customers as an asset, not a cost center. Your decisions and choices are guided by investing in them and in your relationships with them. To that end, you remove practices that dishonor customers as assets or put them in a position to question if you value them.
Do You BRAVELY remove practices that impede relationships and admiration?
1.
You charge what is fair, not what is possible. You resist the temptation to grow through charging customers more than necessary because you can. You don’t nickel and dime customers. You work to remove your dependence on fees and charges to grow financially and instead focus on growth through adding value.
2.
You honor the dignity of customers. you strive to remove policies and procedures that protect “us” from “them.” Your policies, procedures and operations are not guided by legacy industry practices. Delivering to meet customer goals and your promise gives us the courage to break from tradition.
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Clarity for how you improve lives, and your leadership behaviors and actions are what will fuse people to you. They will define how you will be remembered…How you earn admiration…and how you grow. In a marketplace that values congruence of heart (what you know is right) and habit (how you act)…the memory of how you help others achieve their goals, and who you are as people becomes the greatest currency of your brand. Let’s find yours.

How will you be remembered?

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