Susan Schneider’s Blog

Naked as a Jaybird

Well, yesterday was a big day for me. Yesterday was the one day each year that I stand in front of all my employees and review my performance over the past 12 months. Just like last year, I was shivering with vulnerability... literally. I have to wonder, why in the world do I continue to risk getting up in front of everyone to share my shortcomings for all to hear and perhaps judge?

I’ll be honest, it would be so much easier to just share the highlights and sweep the not-so-great stuff under the rug, but then, what kind of leader would I really be? An emperor with no clothes comes to mind.

I had to look up the saying "naked as a jaybird" to make sure it wasn’t some old English phrase that is now totally offensive. Thankfully, it’s not. Turns out that it really has nothing to do with the jaybird specifically and can mean completely unclothed. Common agreement is that it simply means “being vulnerable.”

Unfortunately, we now live in a world, or perhaps we just have greater exposure to a business environment, that includes leaders who choose their own needs over those that work for them. They operate with little to no integrity and have forgotten the true meaning of leadership. However, I choose to believe that this represents the minority, not the majority.

This should cause the rest of us to become even more transparent about who we are and how we are performing. It requires all of us to literally go out on a limb… and be a jaybird.

When Your Butt is on the Line

It is a little embarrassing to admit that this past Super Bowl was an inaugural event for me; I actually watched the entire thing. Believe me, I had no intention of gluing myself to the couch all evening, but I was sucked in at the prospect of seeing the greatest million-dollar commercial ever made. As I watched and waited for the ad that never was, I found myself getting really into the actual football game, especially the last minute.

As a newbie to football, I still don’t understand a majority of the rules or the strategy. I do find it a bit interesting, however, that not much happens in the first three quarters of the game. Then, when there are a few minutes left on the clock, the “real” game begins. In that brief time, the scoreboard lights up like the 4th of July.

Okay, so the game was entertaining, but there is one play that really had an impact on me and has carried with me since it occurred in the last minute. One of the players (no idea of name or position) runs to the one-yard line, accidently falls into the end zone and scores the touchdown that will ultimately win the game. At that moment, I expected the announcers to declare the winner of the game, but no… instead, they focused on how a mistake like that, at that moment, could cost the Giants the game. The player sat on the bench with his head in his hands, kicking himself for scoring.

So, we all know how the game ended and as I said, I have a lot to learn, but I did walk away with a good life lesson…

“Sometimes, when we are operating at our finest, we may still fall on our butts on the way to victory.”

Seven Simple Steps

For the past few posts, I’ve been focusing on problem resolution. This may seem less uplifting than some subjects, but learning to navigate through this area has made a world of difference in my life. I am hoping these concluding thoughts will be helpful for you as well.

In my old way of solving problems, I used to jump right into the "how" instead of taking time to get understanding around “what” the problem was exactly and “why” it had occurred. Using the following seven steps has helped me to slow down, and more importantly, step back so that I can not only solve it, but resolve it as well!

1. Stop and Pause. While it looks simple, this can be very difficult if our emotions are not in check.
   
2. Diffuse the Situation. It may help to start the conversation by asking, “I can tell you are upset, is this still a good time to talk?” This allows the other person an opportunity to take an emotional check as well.
   
3. Seek Clarification. Even if you think you know all of the facts, ask again. In other words, assume nothing!
   
4. Sympathize, Not Empathize. Rule of thumb: you can feel for the person, but not necessarily with the person.
5. Commit to Your Next Step. Tell the person what you plan to do to fix the situation. If necessary, share what you are going to do to gather more information.
6. Follow-Up. This step is often overlooked, yet can be incredibly insightful. Some of the best constructive feedback occurs in this conversation when the problem is resolved and emotions are diffused.
7. Learn and Apply. Many times, we treat a problem as a unique situation. It may actually have a pattern that can be fixed for the future.

Finally, just remember that within every problem lies a great opportunity. Most people are trying to do the right thing, but make mistakes along the way. The hidden opportunity may be your chance to prove that you are trustworthy, dependable, and deliver on what you promise.

How to Prepare for a Hurricane

Last week, I started a series of blogs on conquering service problems. To get caught up, take a look at last week's post, and then join me for this week's continuation.

Did you know that 96% of people who are dissatisfied with the service they receive will never outwardly complain? I was actually surprised to hear this. Then again, there has been a time or two when I received poor restaurant service, but didn’t really feel like doing anything about it. However, I bet that if the server would have been paying attention, I gave off plenty of cues to let them know I was less than satisfied.

While many will not complain directly to the person delivering the service, 100% of people are completely comfortable telling others about their mishap. Therefore, all we can do is rely on our own instincts to look for the warning signs that a hurricane may be on the horizon. Of course, you add in the element of communication through email and text and our insight has to be taken to a whole new dimension (think ESP).

But, since we cannot read minds, we are forced to rely on a key words or phrases that may point to a future problem. My ears perk up to responses such as “whatever,” “fine,” or “I suppose so.” Worse yet, how about the extended periods of silence and the all-time avoidance of voicemails left in the middle of the night?

It is important not to be an alarmist, as these responses may mean nothing at all. The key to preparing for a problem is not reacting to each response individually, but watching to see if there is a pattern to the communication. It is when we are certain there is a pattern that we need to begin to take action. Hopefully, it can be as simple as a phone call to assess the situation. If the warning signs were not caught soon enough, it may require a resolution plan.

Did you know that after a service or communication failure, 70% of people will come back again if the problem is resolved? That number spikes to 95% if the problem is resolved quickly! Stay tuned next week for the Seven Steps to Resolution!