Relationship Resilience and You!

Abundance Empathy Resilience

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Key Point: The ability to develop and sustain great relationships is a key and expected outcome from leaders. Why do some leaders really connect while others struggle to? One reason is that effective leaders have the ability to deftly apply the “different strokes for different folks” philosophy. These leaders really care for and know the people on their teams. (Of course, they apply this approach in their personal relationships too). And the people on their teams genuinely see themselves as much more than a means to an end. An excellent article in Forbes notes the following: “What derails relationships is making them entirely instrumental: Means to ends. That is why employees feel a lack of engagement in workplaces; it’s also what unhinges many marriages. We look to others to satisfy our needs and systematically ignore what makes them purr.” (For feline lovers the article uses a story about cats to reinforce the principle).  

What these effective leaders may or may not be conscious of is their application of solution-focused approach to psychology. As the Forbes article goes on to state: When applying a “solution-focused perspective, we learn about successful relationships by reverse-engineering our most successful moments of relating… We can make surprisingly rapid and meaningful changes simply by doing more of what is already working in our lives… Strong, resilient relationships are not merely ones that avoid petty arguments and poor communication. It’s the presence of positive elements, not merely the absence of negative ones that defines a great business or life partnership.” This may sound like semantic wordplay and psychobabble, however the mindset and approach to a relationship by being solution focused requires a substantially different mindset and approach. 

Character Moves:

  1. It’s not just about you! A great relationship, including between a team member and his or her boss, is about mutually finding ways to make other people’s happiness and satisfaction our priority. If we only are in the relationship to get what we want, it is much more likely to not be sustainable. 
  2. Think about relationships you’d like to improve upon and focus on replicating more positive elements versus spending most of your angst on elimination of negative ones. Identify when the relationship is humming and reverse-engineer the behaviors that contributed.
  3. Be a giver! Do not worry about whether the other matches your commitment to making the relationship work. When others better understand and trust that you’re more about making positive things expand versus primarily trying to eliminate what doesn’t work, relationship resilience usually prevails.

Relationship Resilience in The Triangle,

Lorne   

One Millennial View: A few years ago I was about to embark on a night out with some college friends, when one of my buddies in sales goes “we’ll leave when my boss gets here.” Immediately, I initially think, “what? You invited your boss?!? Who would invite their boss to a social evening out?” Well, my friend did, and it was a smart move. They’re able to compartmentalize their office life and social life, which in turn strengthens their relationship and team skills. (Doesn’t hurt that the boss knew his way around town, too). The happiest peers I know have outside of work relationships with their co-workers. Happy hours, barbecues, and birthday parties can have guest spots for your colleagues too. Who doesn’t like a good story on Monday?

– Garrett Rubis

Edited and published by Garrett Rubis

It’s About Friggin’ Time!

Accountability Organizational leadership Transformation

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Key Point: “It’s About Time.” That’s the headline of a full page advertisement taken out by the large American company, Time Warner Cable (TWC) on page 11 of this Sunday’s New York Times. It goes on to make a very pubic pronouncement regarding customer service commitments. TWC admits, “knowing the cable guy jokes by heart,” and the advert goes on to identify  “changes we hope add up to more respect for your time,” etc. I’ve included a photo of the full statement below. Of course, it will be interesting to see how TWC ‘s 55,000 employees come together and execute. However, I admire them for taking a very public stand.

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There are some basics that are fundamental for great customer service. At times I wonder if marketing experts and service delivery people just make it too complex. Before we can do the fancy stuff, I’m curious what the outcome would be if we ALL concentrated on making better use of each other’s time?

In my 40 plus years in business the most frustrating thing for customers has been around the matter of “time.” In fact, the number one complaint by far in the organization I currently work at is about the same subject matter. Here are some examples: “You told me you would call me back and you didn’t,” “the paperwork was supposed to arrive on XX/XX and didn’t,” “I waited 30 minutes on hold,” “I was transferred four times and then the call was dropped.”

In all cases, the customer had to waste valuable personal time because a commitment was missed. I bet every one of you blog readers has at least one horror story about waiting and rearranging your lives for some service person to not show up. How did that “no show” make you feel? Or, how about that 60 minute wait at the doctors office after fighting traffic and getting our heart rates up to get there “on time?” The underlying message is the same, “your time is not really that important.”

On the other hand, what a delight it is when our time is used well. I remember being in the Apple Store for the first time when everyone in the blue shirt could check you out with their iPhone. I actually had to confirm that she could really transact right there without me lining up at the cashier. Wow! I love seeing the Uber car show up in X minutes, exactly as the car and arrival commitment is displayed on my app. When a customer service rep solves my problem without transferring me, I’m blown away. One click to what I’m looking for tells me a lot about great web design. And “auto populating data” so I don’t have to repeat who I am makes me smile. Why is such a simple concept so hard? It has to evolve from you and me first.

Character Moves:

  1. Find ways you (and me too!!) can do better using other people’s time. It starts with meeting the commitments we make to each other and having the respectful courtesy to let others know when for some reason we can’t. What impact would we have on relationships with others if we became obsessive about that?
  1. Explore how you can better use other people’s time in the work/service you provide to others. I bet if you and I used “time” to distinguish our personal brands, we would stand out! Why does it have to be so hard? If you’re a leader of a service delivery system, I genuinely believe your ability to execute and distinguish your offering on “time” will be a competitive differentiator! It doesn’t have to be that difficult.

It’s about time in The Triangle,

Lorne

One Millennial View: Considering I’m a Time Warner Cable customer, I appreciate this. I’ve had no issues within the last three months of using their Internet services, really, but I was forced to make the switch from the beloved DirecTV, so I was dreading it because I heard the horror stories. Interestingly enough, in the past week, I’ve casually watched two very popular vloggers (Furious Pete, and The LA Beast), publicly call out two companies on their YouTube channels for poor customer service. Furious Pete was unhappy with Harry Rosen, The LA Beast was upset with Time Warner Cable (no, seriously)… Each of these YouTube personalities has more than one million (Furious Pete has like 2.5 million) subscribers that will potentially hear the critique. Powerful stuff. No wonder TWC is being accountable… These days, you never know how far and worldwide a single customer’s complaint can reach.

– Garrett

Edited and published by Garrett Rubis

Playing Hurt

Resilience Respect Well-being

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Key Point: “Playing hurt” is a phrase that I grew up with. I learned from playing every sport I could as a kid, that contributing while physically hurt was somehow a badge of honor. That’s the story I created in my head. The football coach had to hide my helmet after getting knocked silly, so I wouldn’t go out on the field the next series of plays. I finished a hockey game with an ankle so swollen I couldn’t get my skate off, and that just added to the legend of stupidity. Yet, in some ways this “suck it up” attitude has been helpful throughout much of my life. Having grit and perseverance are vital attributes. On the other hand, my thinking was often “meat headed” and contributed to overlooking key signals my body/mind was sending. Somehow, I convinced myself that sacrificing my well-being was a noble thing and along with some ego based ignorance, I rationalized that this behavior made me more valuable. I was wrong. Grit and perseverance does not include recklessly playing hurt.

Recently, I was a passenger in a serious car accident with the air bag exploding into my noggin. A few days after the accident, I was diagnosed as having a concussion. It wasn’t immediately evident, but I knew I didn’t feel right. Instead of going on an extended business trip to the other side of the country, I went to the doctor. My “normal” reaction would have been to muscle through the symptoms and continue under the misguided view that I would let somebody down if chose to look after myself first. And ironically, the person I would have really let down if I hadn’t been diagnosed is me.

The decision to rest instead of travel may be ridiculously obvious to you, but I know I’m not alone in the idea that “playing hurt” is always the right thing. I’m not suggesting that my enlightened behavior now has me whining and hitting the couch with any little “bruise.” However, advanced performance psychologists/coaches are stressing that athletes become much more focused on playing healthy and minimizing the idea of playing hurt. It is more about the long game than a shortsighted view. Of course, the application of this principle is situational. There are likely times (hopefully very few) when “playing hurt” may be best for all.

Character Moves:

  1. Focus more on what you’re doing to “play healthy.” This includes fully integrating every healthy part of your life into your work and vice versa. You will be more valuable to your team (and loved ones of course) if you stay healthy in every way (physical, emotional, spiritual, etc). Don’t be a martyr.
  1. As a leader, how are you setting an example? Do you still simply (perhaps foolishly) use time and attendance as a primary and meaningful marker of success? (For example, 16 hour work days, six days/week, minimum holidays)? How much do you commit to playing healthy versus playing hurt?

Winning healthy in The Triangle,

Lorne

One Millennial View: My football coaches had one question if we ever needed to see a trainer: “Are you injured or are you hurt?” See the difference? The understanding is that injury could justify taking plays off, but “everyone” was playing “hurt,” so you better play hurt too… Truthfully, I always admired and adhered to this (I’d be flat out telling a lie if I said I still don’t). If the guy next to me was “hurt” too, it’s my duty to play through pain also for the betterment of all… True story: 10+ years later, I tweaked my back while deadlifting on Tuesday night. On Wednesday, I told myself to “suck it up,” and “fix my form,” but I wound up doing the same thing, even worse… Tonight, I had to cut my routine short at the gym and bought some Tylenol on the way home because I’m not as invincible as I think I am. I’m by no means injured, but I bet I could have been more successful and effective today if I had been less stubborn yesterday… I plan on being back to normal by tomorrow, but I’ll edge on the side of caution, I don’t need to spend my weekend at a chiropractor.

– Garrett

Edited and published by Garrett Rubis