Category Archives: WRITE2BRAND

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Leadership is Owning Failure

medium_6167125536A lapse of service with my internet provider spawned a rapid exchange of tweets. I even had to tweet via text messaging as I couldn’t get any decent internet connection. Promises from the supplier flowed like a flooded river. But like the debris to be found in such murky waters, I was over-enthusiastic in my hope for spring-quality water to quench my thirst for data.

Fast-forward to the following day… nothing! My broadband software indicates that I have a maximum speed of 2.14 kbps. And that is the bright side! Downloads were non-existent at 0.00 kbps. I was jammed on a narrow snail-track in a throaty Formula 1 racing car waiting to eat up some serious track. I had all the power but could not go anywhere!

With a lot more time in my hands than I had bargained for, my thoughts were naturally drawn to the lessons in this experience. It dawned on me that as a leader, I need to handle my CRAP in a better way. Before your mind wonders off in all directions, I mean that the following should be in my sights at all times: Customer, Relationships, Answers and being Proactive.

“Only put off until tomorrow what you are willing to die having left undone.” ~Pablo Picasso

Customer is king [TweetMe]. They are paying for the service in the first place. Not only are they keeping their end of the bargain, they have a right to what has been promised to them. As I lead, it may be out of service to humanity. But I always have to remember that those I influence have given me the permission to do so. I should hold that in high esteem and not short-change them. “If you want to achieve excellence, you can get there today. As of this second, quit doing less-than-excellent work.” ~ Thomas J. Watson.

Relationship is key [TweetMe]. I think that we forget who our real employers are. Your company may be holding your contract, but ultimately, it is the consumer or shareholder you should be more worried about. They are the source of the revenue that in part ends up in your pocket. If your service or product is poor, it affects your bottom line. Period!

Answers, not excuses, are what a customer wants to hear [TweetMe]. The reason I called customer care isn’t because I have much time in my hands. It is because there is a problem with a service or a product. In many cases, I wish that I am calling to appreciate exceptional service, but that’s not the case in majority of my calls. A 48-hour bullet point in your service level agreement will not cut it. A more appropriate response would be, “We have messed up, have no clue what is going on, but a team is already looking at it. I will personally follow this up and provide feedback in the next few hours.”

Proactive nature wins the day [TweetMe]. I must at all times position myself in a better way to ensure that the issue is captured well before it reaches the user. This is what sharp minds call being proactive. Remember, “All progress takes place outside your comfort zone,” says Michael John Bobak.

“To be successful in the long run, you need to do more than connect. You need to keep connecting, and you can do that only when you live what you communicate.” ~John C. Maxwell, Everyone Communicates Few Connect.

Are you a connector or need to connect better? Share your comments below.

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Design With the End in Mind

DiscoverSweetSpot

Guest Post By Scott M. Fay

Author, Discover Your Sweet Spot

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What do you plan on doing with the new space?” I inquired with genuine interest.

You’d be surprised how few of my clients know the answer to this question.

“I’m not sure I know what you’re asking,” he responded back with equal sincerity. “I thought you were just going to pick out some good- looking trees and shrubs for us. You’re the professional. Isn’t that why we hired your team?”

“I’m definitely up for advising you along the way,” I said reassuringly. “But trust me, designing with the end in mind will help tremendously. Think about it this way: as you imagine the new space we’re designing for you, what do you see yourself doing in that space? Are you hosting garden parties with friends? Do you see yourself sitting next to a small waterfall feature in the evenings while reading your favorite novel? Or maybe you picture your grandkids playing Frisbee with you in the backyard on a plush green lawn?”

A warm smile slowly spread across my client’s face.

“OK, I get it now. You know, come to think of it, I can see myself doing all three!” he chuckled.

“One thing though, Scott,” he shot back.

“Sure, what is it?” By this time, I anticipated a little humor. “Before I give you my final answer, I just have to ask…do you have any additional options besides those three? After all, I don’t want to limit any fun.”

At this comment, we both started laughing. “Now you’re getting it,” I grinned.

I start every job the same way, helping my clients design with the end in mind. It’s always better to talk through their desires in the design phase than to work them out in the build phase. Designing with the end in mind saves them money and it saves me time. Although my landscaping team is always happy to help, and we can do almost anything, most clients don’t have an endless supply of money. A little intentional thinking on the front end saves everyone time and money on the back end.

But this principle reaches far beyond waterfalls and flowerbeds. In fact, it touches every single one of us. Although we might not be able to literally design the environment around us, we’re each given the responsibility to design a conducive environment within us.

Are YOU designing your environment with the end in mind?

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Excerpt taken from Discover Your Sweet Spot by Scott M. Fay, published by Morgan James Publishing, available here via Amazon. More info:  www.thesweetspotsystem.com .
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When You Are Not in the Room…

medium_5061697780An interview that Bob Burg held with Fox Business Brand Correspondent Bruce Turkel got me thinking beyond branding. As a communication specialist, I was already drawn into the conversation on messaging and audiences. It was easy pickings for me, this is what I do for a living anyway.

However, nine minutes into the twenty-minute interview, Bruce “sucker-punched” me! Bob asked him to describe for the audience what a brand is. His response was one I have also given many times to others in my line of work. However, when I heard it from Bruce, it hit me like a run-away train!

“Branding is not a logo. A brand is not a tagline. A brand is not an ad, it’s not a brochure, it’s not a website,” began Bruce. “A brand encompasses every communication touch point between you and your audience… A brand is what people say about you when you are not in the room. It’s what proceeds you when you walk into the room…”

I could not help but see some branding parallels to leadership. What do I leave in a roomful of people, and what proceeds me before I even show up? I thought of three things I need to respond to if my brand as a leader can stand the test of time: Reliability, Responsiveness and Responsibility [TweetMe].

Reliable – Great leaders are honest and can be relied upon to keep their word [TweetMe]. When plans are made together, it is expected of the leader to honor them. It doesn’t matter whether they are written or verbal, they should be fulfilled unless there are seriously extenuating circumstances.

Responsive – Empathy is a key characteristic of a true leader [TweetMe]. How do you respond to a crisis? Do you empathize with those you lead or do you come down on them ruthlessly? Do you show love them while still being firm? Leaders who are responsive do not only correct, they point towards the right direction and walk the path with the concerned party. They lead by example.

Responsible – A leader is not only responsible for those he or she leads, they are also responsible to take ownership of their shortcomings [TweetMe]. You can’t be a leader and pass the buck at the same time. When something goes wrong, be brave enough to take the bullet.

What other issues do you think guide your leadership brand? I would love to hear from you.

photo credit: JD Hancock via photopin cc

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Take leadership of your social media presence

large__3256031851Yesterday started off with an important lesson for me. I often look at leadership through a prism of complex models, unwavering influence, soaring inspiration, etc. As I struggled to create a simple list on my Twitter feed, something occurred to me. That it is  important to take leadership of my social media presence.

The challenge I had was how to link to some great contacts in a Google + group that I belong to. What should have taken 15 minutes at the most ended gobbling up nearly 2 hours of my time! Why? It was challenging to cross-link some users due to mismatched information or avatars. For a few, I simply gave up.

That left me pondering. Do my followers go through the same tooth-pulling process? Would they hang around long enough to engage with me? I may have great content, a service or a product. But how credible am I if my online presence is varied and fragmented? I realized that this not only hurts my brand, it also has the potential to limit the growth of and engagement with my audience.

So, what three things did I learn? To take leadership of your online presence, these are a minimum must-have:

1. An icon or figure that represents you

An avatar is the graphical representation of the user or the user’s alter ego or character [Wikipedia]. It is important for people you’ve never met face to face to be able to visually identify you [or your business] easily. There are a number of online services that you can use to help you to manage your avatar. One very popular one that I use is Gravatar. Once you create your account, your avatar will be available for use across your social media platforms, blogs, etc. This one-stop-shop saves you time and worry on whether you have uploaded your new avatar on all your platforms. You just upload once and link to all.

2. A well-written bio

The importance of a well-written bio can’t be over-emphasized. It is the first window your followers first get to ‘know’ you. Spend some quality time to introduce yourself so that your followers will have no problem understanding you no matter which platform they engage with you on. Twitterbiogenerator and this article on ‘How to Create an Engaing and Effective Bio Page’  are a good place to start from.

3. Cross-connect your social media

This makes it easier for your audience to find and follow you. Remember, you may have followers on Facebook who are not following you on Twitter or on your blog if you have one. I am still struggling in this area because I need to be careful not to flood my followers with too much content. I have found Michael Hyatt’s ‘Social Media Tools That Will Save You Time’ a very useful guide.

What other tips or tools do you use and would recommend that enhance your online presence?

photo credit: Rosaura Ochoa via photopin cc

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What’s your name?

Roots run deep

Never forget, roots run deep.

[Excerpt from my new book soon in a bookstore near you…“Home Bound: Lead at Home in 6 Intentional Steps”]

I recently came across a very interesting but sad description of a family’s lineage. Dr. Kevin Leman* describes his as ‘A Well-Watered Ancestry’. This is not to be confused with the charming, progressive, and healthy type of ancestry. “I come from a long line of drinkers,” says Dr. Leman. “Virtually all Lemans enjoyed slugging down a few cold ones. Okay, not a few. Many.” Not many people I know desire to provide such an ancestry or build a similar foundation for their family.

When we first discovered that we were going to become parents, the joy I felt is indescribable. My heart nearly burst with pride. I was going to be a father! However, questions ravaged my poor mind like a bad storm and tore at my innards like the worst tornado ever. Would I be a good father? How would I take care of the growing family? What if I lost my job, then what? Will the baby ‘steal’ my time with my wife? Would my employer insist on sending me out on mission for extended periods? And many more!

My mind was desperately trying to answer, “What is your name?” It was a desperate attempt to begin molding the definition of my family and the identity that would be its anchor.

To appreciate where we were coming from, we will have to go back to the beginning. Like Dr. Leman, I too had a ‘well-watered’ ancestry, especially on my father’s side. My grandfather loved the tipple, I have no recollection of a single night he came home sober during those days we would be visiting him and my grandmother. My uncle and two aunties also partied hard. Alcohol was a feature in any of our family events, it is a miracle that some of us did not end up thoroughly imbibed at a very tender age!

With this background, I had to break traditions that were not healthy for my life and that of my new family too. It was time to reclaim the dignity of the name. This identity would go against common-speak and stand out for its resilience, integrity, and above all, a spirit of servant-leadership.

Naming our children was not going to be routine, it was not a labeling process. It was a re-birth of my wife and I. We were going to bestow a legacy upon our children. From birth they were going to walk in the promise, a promise that they were made for greatness. Please note that, in greatness, I do not necessarily mean they will become celebrities or some beings with an elevated status. I would not mind if they did, but this was not the primary focus.

Their names were just the first step to a future where they would become people that matter. They would become pillars of hope in a world of pain, deceit, poverty, and mediocrity.

How are you taking charge of leadership in your home? What deliberate steps are you making to become that intentional leader your family deserves?

* Dr. Kevin Leman, What a Difference a Daddy Makes: The indelible Imprint a Dad Leaves on His Daughter’s Life (Nashville: Thomas Nelson Publishers, 2000), 72.
 
“For unto us a Child is born, Unto us a Son is given; And the government will be upon His shoulder. And His name will be called Wonderful, Counselor, Mighty God, Everlasting Father, Prince of Peace.” Isaiah 9:6
 
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Your family brand influences your child’s personal brand

medium_4620813803Something different happens when parents take up intentional leadership at home. They set aside time for play, talk and reading. They cook, shop and dream as a team. They laugh, cry and reminisce together. They become one, a family with a common identity, though the characteristics of individual family members will vary.

Due to this tight bond, the family becomes the true ‘North’ especially during times of conflict or pain, as well as joy and celebration. As the individuals have developed a sense of identity, how they react can be clearly referenced to a particular brand. That family brand has a significant influence on how the children’s personal brands evolve over time… [TweetMe]

I explore this in its entirety on my guest vlog “Personal Branding Begins at Home” on Peter Sterlacci’s blog, BeYB… ‘Believe. Become. Be Your Brand’. It is also an excerpt from my upcoming book that explores the critical steps of bringing leadership back home.

About BeYB
Peter Sterlacci is the pioneer of personal branding in Japan. Building on his background in intercultural consulting & training and Certified by Reach, the global leader in personal branding, he works with on-the-move careerists in global companies in Japan. Follow Peter on Twitter @PeterSterlacci

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