The Spark That Keeps Organizations Growing: The Invitation

Years ago I was in a new role and at the last minute discovered that one of my “other duties as assigned” was to lead a service project at a summer camp before it opened each year.

The InvitationSo I made a few phone calls to invite some people to join me.  One of the calls was to a young mother that I had just met.  Two years later as I prepared for a move, that woman came to see me.

She emphasized the importance of that invitation and stressed that it was the spark that ignited her fire.

Prior to that call she had been thinking about changing her membership, and going somewhere else.  After being invited to participate and making one personal connection with someone, she got more involved.   As more time passed her sense of belonging and her ownership in the future of the organization increased.

And it all started with a personal invitation.

[Tweet “No matter what kind of organization you lead, personal invitations will ignite your growth.”]

Uncommon and EXTRAordinary Agents of CHANGE

Prior to moving to the foreign land I now live in, I read about expat wives.

  • I read about their maids and their drivers.
  • I read about how they filled their time with shopping and the spa and expensive vacations.
  • I read about women that became alcoholics or drug addicts from boredom.

Wow what a picture!  …Expat wives sounded spoiled, pampered, snooty, lonely and sad.

  • I didn’t read anything that highlighted their brilliance, their ability to adapt to change or how critical their role is in providing stability for their husband and children.
  • I didn’t read anything that highlighted the variety of situations they have had to navigate and how they were tested or how they grew stronger.
  • I didn’t read about their wisdom, their compassion or their grit.

But oddly enough every contact I made with experienced expats prior to my move was positive.  Complete strangers offered advice, encouragement, pictures, stories, recon, support, and hope.

In my first week here we had dinner with another couple that has moved 9 times in 12 years to 6 different countries.  Prior to becoming expats her background was in HR.  Immediately I thought of how often HR and hiring mangers frown on hiring people that have been out of the workplace for any period of time.  And then I thought about:

  • How often executives and hiring managers have told me that the biggest challenge to growing their organization is people.  AND how often I’ve watched those same people pass up great candidates because they aren’t mining for towering strengths in uncommon packages.
  • How many organizations are in the midst of change and struggling.
  • How Marcus Buckingham and Curt Coffman taught me to mine for, develop and unleash strengths in people.   …And how those lessons helped to transform an under-performing group of individuals into a high performing team that exceeded all of their goals and lead multiple company-wide organizational development projects.

So today I’m launching a new series about “The Real Housewives of Expat Men!”  

2 Ways to Create Uncommon Customer Service

Deliver customer service

This week is customer service week!  In honor of the big week I introduced a 3-part mini-series of blog posts:

  • The first focused on the external customer and asked the question, “Can great customer service be taught…  To anyone?”
  • The second focused on the internal customer and emphasized how organizational growth is limited or unleashed when employees interact with each other.

Today’s post is about two thoughts that spark my creative fire.  Two separate thoughts from different sources that consistently make my cells jump up and down, Thoughts that make me dream of building uncommon solutions with others that are bigger and better than I could ever imagine on my own…

The Enemy Within: Internal Customer Service Impacts Growth

A shared vision impacts teamwork, service and growth

This is the second post in a three part series about customer service.  The first post asked the question, “Can great customer service be taught to anyone?”

This post examines the need for people at every level of an organization to share a vision and view each other as their customer:

  • Have you ever needed something from a co-worker in order to do your job but encountered red-tape or bad attitudes?
  • Have you ever gone in search of answers about data that was required for a critical report only to be passed from person to person and from department to department, finding that no one would provide a straight answer let alone take ownership?
  • Have you ever sat through a meeting where it was more important to point fingers and place blame than it was to look for solutions?
  • Has your organization ever laid anyone off because it wasn’t generating enough revenue, and you know that you know, that you know; that the biggest challenges they are facing weren’t created “out there”  it was created by the silos, politics and turf wars within the organization?

Can Great Customer Service Be Taught? …To Anyone?

It’s customer service week!!!

Last year I participated in a #PeopleSkills Tweet Chat.  At one point in our chat we were debating if Customer Service could be taught.

I KNOW that it can! As a high school student I worked a retail job after school.  I’ve always cared about people so I was polite and helpful but I’m not sure that I was remarkable.  In hindsight, I am also very thankful that this first experience was in a small town where we all knew each other – as I result I never dealt with an angry customer.