Motoring Community Member Experience

Expectations were in fact exceeded during a recent experience as a member of the MINI community.

Time for a powdered donut!

The synchronous and asynchronous community experience were integrated.  I could hardly believe it.  I found a marketing organization, sales force and customer service ecosystem truly aligned.  Now for someone like me, who is seeped in community. this is noteworthy.  Why you ask?  Because more than anything, MINI approaches the buyer’s journey through building high trust personalized relationships.  What, trust you say?  Yes, they approach the car buying discussion with full disclosure.  They assess quickly asses your needs and personalizet he experience through actions and words.  In fact, Barry Bell, my MINI motoring representative in Reno has 26 years’ experience and shared with me that he believes the car buying experience should be anything BUT complicated.

It becomes obvious that the workforce education, sales process, leadership training and post sales support are aligned. Yes, I love the Mini Owners Lounge. Not to mention their talent acquisition process.    Yes, they hire down to earth people who sell a motoring experience.

From the threads the motoring representatives ‘sport’ to the dealer decor and throughout the web, it’s consistent, fabulous and fun.  They create an experience whereby you can hang out online with likeminded individuals in the owners lounge so brag, swap pics or share stories.  If you prefer the in person experience, ask your dealer or search online to find a local MINI motoring club.    In fact, I’m smacking my lips as I enjoy my MINI chewing gum while I think about warm weather and cranking up the numbers on my top-o-meter.  It’s a gauge that is all about fun.   It keeps track of how many hours you have been ‘driving topless’.   Taking my kids to school should be fun, right?  So this is why MINI was the right choice for me.  Hand gestures, the nice one’s are all about the MINI cult or click.  You keep one thumb hooked under the steering wheel with the other four up to acknolwedge their MINI style and get the same acknolwedgement back.  It is truly about ‘many’ smiles, warm hearts and camaraderie.

Snow angles got alot more fun to make!

As a busy working woman, I appreciated how they infused the process with fun.  They provided me with ‘many’ options which allowed me to customize my ride.  In fact, if you build your car, they simulate the warehouse and virtually allow you to see your car while in production.  You are able to lurk on the manufacturing process, which in and of it psychologically get you more attached to the car pre-delivery.  In fact, you can track it with GPS on the container if needed and soon I imagine FOURSQUARE will allow you to stamp where your ‘vehicle’ is in route and allow others to join your in the brand experience.  From the customer service agent that checks in pre-sale, to the delivery process, it’s integrated, it’s seamless and it’s FUN.

Simply said, if you want to be ‘transported somewhere’ – check out the MINI motoring experience for both the physical and emotional transportation.’’

Born Leadership Legacy

Nothing more fulfilling than reading about how universities, organizations and community leaders are seeking out key qualities that resonate with those of us who learned as toddlers, that we MUST share.  It’s no longer just about the test scores, but rather a candidate or talent’s ability to demonstrate:

Passion   Creativity   Accountability   Flexibility   Focus   Resilience Gratitude

In fact, as the first born of two university professors, these were mandatory skills that I had to demonstrate consistently throughout my youth.  Our family structure valued rigor in an approach to education, peppered with the freedom to fail.  All the while, emphasis on re-invention and repetition.

Now several decades later, I’ve found that this foundation was the basis for my career success in that I learned to value active listening, collaborating, risk taking, and persistence.  In fact, I’ve found that through sharing, I personally have more to gain than loose.  Which is what brings me to the following question?  Why are we still talking about embracing business models which encourage enterprise mentoring, collaboration and connections to talent and learning development programs?

Leadership, it boils down to this simple word.  Whether you talk about leadership on the scale of a billion dollar company, or via deep and lasting impacts a home maker / leader has on their brood or a tribal leader.  We in leadership every single day are putting into motion these ‘systems’ through our actions and words.  Which is why we often see much ado about: Amazon, Zappos, Mary McNevin healthcare as the industry sweethearts who are daring to lead, making laudable investments in people, or is charging forward with drastic strategy pivots?

At a cursory level, you can read about handfuls of leaders who have a burning imperative for being performance enablers.  These individuals have clarity of vision and ensure their teams collaborate and have what they need to deliver results.

So don’t be the ‘tractor in the swamp’.  Be bold and take on the wide-ranging malaise surrounding organizational design structures and performance management systems through your born leadership legacy.

Social Leaders must invite change, ambiguity and resiliency

HBR published on their blog an outstanding article titled, “This is Your Brain on Organizational Change” that inspired me as a coach as it relates to the ‘human resistance to change’ that is being discussed in New York this week called the NeuroLeadership Summit.

I appreciate that Walter’s blog post and mention of the SCARF model and I have experienced in countless organizations the need for a common understanding of what could enable them to realize new potential as ‘leaders/managers’.

Countless organizations continue to use high potential frameworks recognize and reward individuals that don’t embody these constructs.  I believe the leaders in People/HR and Learning along with partners in Talent Management have an opportunity to be courageous with new models, test them out and hold ourselves accountable to embody new possibilities for the 21stcentury workplace dynamics.  What is the worse that could happen?  An effort fails? Well, if we continue to work in a paradigm that is proven to not work, we have arrived already to that destination.  So what do we have to lose?

Foodie Art

I see it as a chance to invite change like this glorious image of a sunglasses soaked in milk chocolate.  With all the richness ambiguity offers plus a dash of resiliency, now there is a tasty dish we courageous leaders should order up now.

I love the idea to start by breaking things down into something people can digest, like the 4 domains the NeuroLeadership Institute highlighted around:

  • Decision making and problem solving
  • Emotion regulation
  • Collaboration
  • Facilitating change

As a change agent, facilitator and coach, I thought many of you would appreciate need to focus in these areas as we plunge into these unchartered waters and learn together, so please, do share your learning’s and I look forward to hearing from you soon.

Real Family in a Real Community

The Klein family has roots in the Midwest and so when we discovered the National Geographic Wild show called, “the Incredible Dr. Pol”, we immediately felt ‘at home’ because it is. 

1.)   Unscripted

2.)   Real down to earth people

3.)   It’s educational, informative and inspirational and

4.)   Based on real animals, real people and real families

Therefore, when I was visiting my family this week in Michigan, we took a trip over to visit the Pol Vet Clinic to possibly get an opportunity for my daughters to meet the doctor and get behind the scenes.

True to form, this clinic feels inviting as it is swarming with animal owners that are in need of a trusted medical advisor for some type of ailment or preventative service.  From the moment you walk in the door, you feel safe in this haven.  No fancy iPads to review procedures, but traditional smiles, warm personalities and great wall art made up of locals who share their animals for adoption, services available or upcoming events like roller derby.  Yes folks, it was awesome for me to see the real people behind the scenes continue to act normal.  Nothing has changed for them but their ability to expand their reach to more people, drive more connectedness through the show and educate more people.  In fact, I understand that the local television providers don’t carry his show; so many farmers will congregate in homes of folks that happen to have access to the show.   They got the invite through Diane Jr., their Social Media Manager who invites patients through their traditional communication mechanisms to turn into the series.  But otherwise, it’s business as usual.

Employees are encouraged to have wall art, create their workspace to be their own and connect and support one another in the ‘family’ approach to business.  Really not a far cry from what Google tries to do by allowing people to draw on the wall.  As someone who spans a heart from the Midwest but a career in Silicon Valley, I was in awe of this special place.  My daughter wants to become a vet, but perhaps it was just what makes my heart sing

I personally want to thank Dr. Pol and his family for being authentic, for your tireless advocacy for this important science and practice as well as your authentic approach to community.  Additionally, for the executive producer at Nat Geo Wild and team that took the risk to support an important void that has existed in reality based programming.  Send out some tweet love via @natgeo  #drpol or check them out on Facebook.

 

Social Leadership Core Competency – Diplomacy

Spicy Green Salsa
Spicy Green Salsa

Social Leadership is not a new term, rather something we have been doing for years in diplomacy.  We look for ways to create a connection, find a common ground, or thread.  Our desire for social connectivity has been constant over the years, yet now we have a myriad of channels we can harness to amplify, highlight or extend engagement through a core social leadership competency, diplomacy.

How do our educational programs resemble these new trends?   Just wondering out loud how we are increasing the investment in our diplomacy, negotiation, and conflict management?

Basic skills we think when we think about entrepreneurs, leaders and diplomats.  This noble notion of finding common ground is something that we can do as community managers, social artists and marketers.   I don’t mean finding a way to sell or push more rhetoric, rather find a discussion that allows you as an individual to drop into the conversation and connect.  It’s just that simple.  Seek relatedness around a passion whether playing tennis, saving sea turtles, or a joint love for fish tacos.

It really does matter in conversations if we can discuss something of interest to both parties in an authentic manner.  We need to use our active listening, recollection and connectedness skills which cultivate social relationships based on trust, equality and reciprocity.

Nothing like a fiery green salsa as the metaphor for social acumen education programs.

Working with Fear in Community Conversations

Spice it up!

I’m sure you have worked with someone who is resource protective, they operate out of fear or perhaps they just love a good helping of spice in life, like these gorgeous habaneros.  Often times people find themselves working for years to create a position, gain what they perceive to be power, get comfortable or simply don’t want to upset the apple cart.  So the answer is yes, change agents can be perceived as a threat.  However, no need to fret, just be reminded that to enter the conversation, it requires having your tools sharp in your tool belt and ready to get some good use.  Here are a few tips that I’ve seen work in these situations:

  1. Approach the conversation with the business vision as the core
  2. Tie into desired business outcomes
  3. Thank them for the opportunity to talk, share and/or engage
  4. Value them for their role within the organization and their journey
  5. Spend a moment to demonstrate your understanding of their expertise and value to the business
  6. Stand for what you have witnessed and/or experienced and use proposal based language
  7. Share candid and direct feedback to invite new possibilities
  8. Be authentic with your preferred interaction style to honor your needs as an individual
  9. Agree to disagree
  10. Set conversation norms, honor guiding principles and make sure to respect and value one another

Often times in our 140 character and information intense lives we forgot that relationships take a large amount of trust, time and work.  I know, I know, the last thing one wants to do is play with wolves, but often times that can generate the most impactful outcome.  It requires courage, fortitude and resilience.

Placing VALUE in personal networks

Time of the Social Bloom

As a social weaver, I think often about my networks.  I do invest 10% of my time daily into reading, sharing and reaching out via the post office, phone, email, Word Press, Twitter, LinkedIn, Facebook, Pinterest and other networks to cultivate and nurture them.  Certainly this has become a bit more challenging over the years with the complexity of tools, interfaces and compatibility that makes it more challenging.  So what I try to do is the following:

1.)   Create a system and back it up for you to capture all your key and/or tier one connections in your network.

2.)   Flex your documentation muscles as details matter.  Take time to document key information around your networks preferred interaction styles, preferences and likes so that you can remember names of family members, businesses, awards, alma mater, etc.

3.)   Be authentic.  Take the time to send hand written thank you notes, send flowers, books and/or hand deliver a meal.  All of the personal time investment is going away with the speed the internet has given us, so now is the time to re-invest this savings into things that really matter.

4.)   Give a Hoot.  Personally I’ve found that by allowing the twitter application to connect with LI, FB and vice versa, my social networks get these updates and can customize their personal view as needed.  I currently use Hootsuite to aggregate my twitter streams as it has an easy to use platform and a community based approach to support.

5.)   Invest in your purpose per network.  Take the time invest in yourself, your brand or simply hire a social media advisor to partner on your purpose and plan.

Someone recently asked me about the ‘size of my current network’?  I wasn’t sure how to answer this question at first since it really depends, right?  Immediately, I then started to analyze how social has changed the dialogue, the language and currency we use.

This notion of a social net worth is an akin to a financial portfolio.

In the future, perhaps we will be asked when applying for either a loan, credit card or job what the range of a ‘social value’ score that not only help them determine risk, but perhaps what someone views as a social investment.  Truly fascinating how these social analytics are becoming game changers.  As with anything, the public verus private ‘number’ will be something people yearn to acquire.

People, Pull and the Possibilities

With all the new tools that foster serendipity and real time feedback, do we really need HR? 

It will be curious to see how HR organizations use their charter to further contour and shape cultures by partnering with functions within organizations.

I recently shared how I believe that if we in the field of “People” don’t invest more in acceleration versus deceleration in the field of HR, we will work ourselves right out of a job.

The purpose of organizations in some cultures is to connect them to their societies and physical communities.  This is more true today than ever with the powerful social networking tools sprouting up all over the HRIS ecosystem.  Which is why I am advocating HR becoming an accelerator and do hope that they will become an enabler versus something that is slow, behemoth and/or an engine that protects and creates more silos.

The danger is certainly real to use these tools to create more silos and inadvertantly focus less on people.

Recently I saw a demo of an HR vendor who told me they have ‘communities’ and when I asked several foundational questions about what the charter, purpose and cultivation plans?  The sales representative responded with a retort that took me back to the ole’ client/server days where the value was in the ‘push’ information.

Which is why I believethe time is now to think about the People, the PULL and Possibilities.  With the new social tools, we have an opportunity to harness the power of real time peer feedback and accountability all the while fostering candor, transparency and honesty.  If we empower people to be courageous, provide the with processes and tools along with a culture that embraces asking tough questions of one another and management, imagine where could we be?

Lastly, as someone who thinks about social learning and culture, I believe we have a a huge charter ahead of us, with  much work to do especially with the advent of texting and such with our youth.  We must not take our foot off the importance of in person communications that are foundational to healthy feedback, debate and sharing.

The time is now.  So let us POUNCE together!

Social Leadership Retreat

I’m looking forward to the facilitating an exclusive Social Leadership Retreat.  We will be meeting at a private villa nestled in the Sierra Madre Mountains in the Baja peninsula in Mexico.  It is located 80 minutes north of Cabo San Lucas on the Pacific Ocean where the ocean views are spectacular, vegetation supreme and proximate to the sublime culture and art that Todos Santos has to offer, where we will discuss and harness our passion in social artistry and leadership for this two day workshop.

We will share next practices in community moderation and social artistry.  This private villa will serve as our retreat for this focused group of professionals to discuss in great depth both professional and personal challenges and opportunities in our fields.

Saturday, 28 July 2012

8:00 Beach walk and yoga stretches on private Pacific Ocean beach

9:00 Mexican coffee will awaken our senses as we our facilitator leads us through a discovery of what is working and making a difference in our industry, what are opportunities and what we can shed

11:00 Key behaviors in social leadership

12:30 Lunch

14:00 Peer coaching on roof top terrace

15:00 Break- Margaritas, chips and salsa

16:00 Activating diversity and mobile in healthcare communities

17:00 Adjourn drive back to Todos Santos

Sunday 29 July 2012

8:00 Beach walk and yoga stretches on private Pacific Ocean beach

9:00 Role of a community convener, weaver and social artist

10:00 Recap Day 1

10:15 Artist’s Perspective: Keys to unlock social artistry, creation and human connection

11:30 Social artist competencies

12:30 Lunch

14:00 Peer coaching on roof top terrace

15:30 Break- Baja Wine Sampling and literature reading

16:00 Reflections

17:00 Adjourn drive back to Todos Santos

We will be using hash tag #SocialLeadership

Engaging HR in the community

Trying to get those HR ‘types’ to engage with your community program?  Feeling frustrated as they are always too busy with annual review, performance planning, executive meetings or leadership programs?  Tired of feeling left out if you don’t fit into those activities or timeframes?  I personally have worked with HR organizations that have traditional cycles that are like clockwork.  They are hard wired into their brains indeed.  It can feel hopeless if you need their connector or link to a formalized Employee Resource Group if you are launching, for example a Women in Leadership Network.  If they are too busy working on the Executive Bonus, don’t fret.  Here are some lessons learned that you may find helpful in your journey with HR.

1.)     Know the HR program calendar and cadence.  What I mean by this is that you ask someone in that organization directly that question or you infer this through the calendar and programmatic activities that you are aware they work on, such as annual holidays, compensation and benefits, end of year bonus, review and new leadership programs.  Just to name a few.

2.)    Clarify their KPI and CSFs.  It’s important to understand what key performance indicators and critical success factors are for their organization.    These will be important nuances and openings for you to align with in the future.

3.)    Build relationships.  If you have been at your company for a zillion years or just don’t respect HR.  Think again, they have a very tall order to get you paid, ensure you have benefits, incentive programs, training and a myriad of other areas in their portfolio.  They are actually way busier than you could ever imagine.  So, start to have empathy and look to understand all the facets of work they do.  For example, if you are in IT and love analytics.  Why not volunteer to attend one of their Lunch and Learns or IT meetings to help them define key data elements and challenges.  Perhaps you could simply ask someone in the department to lunch and ask questions about what keep them up at night.  Their top programs.  Listen and learn.

4.)    Ask questions.  Taking someone out to lunch is brilliant so that you can ask questions either you wonder about that may be tactical or strategic.  Either way, they generally are open to this and will either point you to a lunch or learn event, an open door event or perhaps another person better skilled to answer your query.  Don’t get frustrated, just keep opening doors.  Eventually you will get your answer and learn about your organizational culture and structure more intimately along the way.

5.)    Provide an Offer.  No we aren’t talking about making an offer on a house, what I mean is that after all your ‘listening’ to understand the breadth of their portfolio and challenges, you may hear they have a need to identify a way to get our a program message through an online community.  Now we are talking.  You could offer to either setup the community, be a core team member, leader or better yet, just a facilitator.  Perhaps you could even do the business analysis for a site migration.  Who knows, but there is likely a need for your passion and competencies for communities hitching up with HR.  It just may not be the linear path you originally envisioned.

6.)    Keep an open mind.  This is why it’s so important to suspend judgment and keep an open mind.  I know most of us in the community business are fast talking, fast paced balls of passion.  But there is purpose in stepping back to listen, learn, be strategic, let our minds wander, wait and offer with an eye to being open to new possibilities.  This will only happen if we sit quietly and wait.  Our timeframe may be urgent, but there are other organizations that are building blocks to running the larger business so we must stop and think about not pouring more sugar into the pot, but rather consider a slow teaspoon of sugar in the different batches we cook.

7.)    Show Empathy.  This is an absolute must in our field and is critical to social business as Bill Cripe outlines in this article.

8.)    Feedback.  The only way we evolve is to provide it in small doses.  Be thoughtful in presenting the feedback, consider using one of many feedback methodologies, but don’t settle on not sharing your input.  It’s just not worth it to NOT give it.  We don’t evolve if we don’t give it.