A Good Book on Leadership

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

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

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

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?

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

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Take a Customer Service Advocate the Next Time You Go Shopping

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?

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

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

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

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

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?

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?

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

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

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?

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

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?

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

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

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

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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Six Simple Steps to World-Class Service

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

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!