Author Archive | Susan

Testing Ground

In Nova’s “Car of the Future,” which I watched recently on PBS, one of the technologies profiled was hydrogen fuel cell vehicles that are being tested in Iceland.

Iceland prides itself on helping to improve this technology by testing it every day. Says Jon Björn Skúlason of Icelandic New Energy, Ltd., “You go to a small society like Iceland, where a lot of things are simpler than in a big society like the US or Europe, you can actually test things out here. That’s actually how we think we can help the world (emphasis mine).”

Hmm. That made me wonder: If that’s true of a small society like Iceland, is the same thing true for small organizations? How can small organizations help the world by testing ideas, processes and technologies?

Please tell me what you think!

Contests, Captains and Crashes

There’s Big Stuff happening here at Susan T. Blake Consulting, with system crashes and their attendant learning opportunities, new programs, a Contest (scroll to the end if you can’t wait), and a new series of Guest Posts on Curiosity. Read On!!!

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Captains Curious

You may have noticed that on the last two Thursdays I have run guest posts on the subject of Curiosity, one of my favorite topics! (Click here to read them.) I’m thrilled to tell you that these are just the beginning of a weekly series!

After approaching several people and inviting them to participate, the response has been fantastic! There are several weeks of fun and thought-provoking posts ahead, with people in a variety of roles exploring why curiosity is important, what role it plays in their lives, when (and why) curiosity is challenging, and more.

Why am I doing this? Well, I am a big fan of Wonder and Curiosity. In fact, I’d go so far as to make two pretty bold statements:

Wonder saved my life.

-and-

Curiosity can save the world.

I believe curiosity doesn’t only help us to solve problems and be more creative and play well with others. Curiosity also can be used to understand ourselves better. And that makes it a pretty extraordinary Super Power – one each of us can access.

So, in the interest of broadening the discussion and bringing you more perspectives than just mine, I have launched a series of posts by curious guests – nicknamed the Captains Curious.

Are you curious? I hope that you will check back every Thursday for the next installment from the newest of the Captains Curious. (You can have these and my other blog posts delivered to via email or RSS by signing up in the second blue box at right.)

Meanwhile, I will continue writing about wonder, curiosity, business, nature, and other things, and making connections between them that I hope will help and entertain you. Whether you agree or disagree with something that’s been written, please leave a comment!

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Crash Course in (My Own) Process Improvement

Last week Susan T. Blake Consulting suffered a disastrous systems failure. Luckily, cool heads prevailed and all is now well. But important lessons (or at least reminders) came out of it that I want to share with you:

Our Operating System had fallen so far behind the current supported version that several vital pieces of business and communication software were no longer compatible, leaving us less and less able to connect effectively with colleagues around the world. After performing a back-up of the current system, the Operating System upgrade was initiated.

The Scream, by Edvard Munch 1893

It promptly crashed the system and wiped the hard drive.

After conferring with outside consultants with expertise not possessed by our internal team, the upgrade was completed.

Meanwhile, emergency meetings were held to assess the potential damage and establish a recovery plan (corrective action). The Disaster Recovery team went into action and quickly discovered that the systems backup was incomplete, as it only included data and not applications. A long process of re-installing original applications and then downloading upgrades, as well as re-downloading applications acquired online, was undertaken.

The CEO also called meetings of the C-level executives to address root cause(s) of the debacle, assess lessons learned and implement process improvements (preventive action):

  • The Chief Operating Officer assured the others that processes scheduled on external systems (blog posts and Tweets) were unaffected.
  • The Chief Information Officer confirmed that application software was available for reinstallation and that the Disaster Recovery team was busy with reinstalling, upgrading and testing applications, and that key data was safe and available for restoration.
  • The Chief Financial Officer reported that no hard dollars were lost due to the crash, but that soft dollars were certainly impacted due to lost productivity.
  • The Chief Risk Officer admitted that a Lessons Learned review had revealed that a poor planning process had allowed for only a partial backup, an oversight that is being corrected in a new backup plan.

After a long process of reinstalling applications, downloading upgrades, restoring data, and systems testing, the Distaster Recovery team announced that all systems were Go and the team was rewarded with a round of applause and a day off.

The moral of the story is four-fold:

  • Do regular system backups and always do a complete system backup before upgrading business critical systems.
  • Don’t be afraid to ask for help from outside experts.
  • Be curious about the root causes of problems and accept and communicate Lessons Learned without blaming or scapegoating.
  • Remember to say Thank You to people and reward them for their efforts, even if they are “just doing their job.”

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Contest Time!

Last but not least, it’s Contest Time!

Is there something that has been tickling your mind or blocking your path? Something you would like to explore and hash out with a group of colleagues or trusted friends?

Do you need an objective third party to come in and facilitate, or provide a fresh perspective?

You’re in luck!

Enter to win a FREE* custom half-day workshop or retreat ($500 value)!!!

Whether you want to address a business challenge, or a career, spiritual, relationship, or creativity issue, or you just want a mental massage, I will work with you to identify the topic and desired outcomes and I will design a custom 4-hour workshop for four to eight people on the subject of your choice.

Simply send a short email to susan@susanTblake.com with the subject line “Contest Time!” In your email, please include your name, phone number, email address, City and State, and a brief description of the workshop or retreat you want to hold and why. The winning entry will be selected by a panel of judges.

Entries are due by Tuesday, April 19, 2011. Yes, you have one week!

*Entries will be accepted from all over, but entrants from outside the greater San Francisco Bay Area must assume travel and lodging expenses if their entry is selected.

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Meanwhile, you might be interested in visiting the blogs of Gwyn Teatro and Amy Oscar, who have written two wonderful posts that talk about Curiosity in very different contexts: Leadership and dealing with anxiety. Both are excellent!

Creating Space for Wonder

Last week I wrote about how wonder both requires and creates space. (You can read it here.) I had found myself thinking, as the result of a road-trip, about how external space can trigger the process of creating internal space, but I also ended up with a bunch of questions:

  • How can I create that internal space without going on a big road trip?
  • What about people who can’t get away? Do they have to wait to light the Wonder Fire for something big like that?
  • How can we maintain that sense of wonder once we have come home and the physical and mental walls close in and the distractions begin to fill up our minds?

For me, there is one answer and it is very simple: Notice.

  • Notice the things and people around me.
  • Notice the way the light is highlighting the hills behind me – I never realized there were two layers of ridges before.
  • Notice the little bird with a bum leg.
  • Notice the laugh-lines around the eyes of a local shopkeeper.
  • Notice how the oak tree that was bare of leaves a few days ago is now covered with a haze of new green leaves.
  • Notice the paw prints that some local cat has left all over my car.

Notice.

Simple and easy are not the same

I admit that simple is not the same as easy.

When my mind is busy thinking about all of the other stuff of life, stuff like the conversation I had with my sister, the maintenance I need to do on the car, the bills I need to pay, the projects I am working on, the things I should have said… When I am living in my head with all of that swirling around, all of that distracts me and takes up the space in my head. And it can be difficult to take a step back.

Create space for wonder

But if I can consciously quiet that chatter in my mind, I can create space to notice things. I can create space for wonder.

Mental calluses and protective clothing

In fact, when my mind is cluttered with busy thoughts, it is almost as if all of that stuff moving around in my head creates calluses on my mind – just like using a certain garden spade creates calluses on my hands or wearing certain shoes creates calluses on my feet.

Calluses aren’t necessarily a bad thing – calluses protect us from pain. The calluses on my fingertips keep my fingers from hurting when I play the guitar, and when I’m not distracted by that pain I can focus on the music.

We also create artificial calluses to protect us: I wear garden gloves to protect me from blisters and cuts and bites and from dirt buried deep beneath my fingernails, and I wear shoes to protect my feet from sharp rocks, glass and hot pavement.

Calluses protect me from pain, but they also keep me from noticing the way certain fabrics feel in my hands, or from noticing the feeling of the grass beneath my feet.

Ah-hah!

There are things we can do to remove our calluses and take off our protective clothing so that we can experience what is around us. Sometimes it is as simple as deciding to do it and reminding myself, especially when I notice those busy thoughts flying around my head. (Ah-hah! – I have to notice those thoughts as the first step to quieting them and making space to notice the world around me.)

I can create space for wonder by deciding to do it.

I can create space for wonder by paying attention to the world around me.

I can create space for wonder by taking off my mental shoes and work gloves so that I can feel the grit under my feet that the cats have tracked across the room from the litter box, feel the prickly welcome mat on my front porch, feel the soil as I pat it in around this plant, feel the way this quarter is grimy and a little sticky compared to that one that is shiny and new.

Drive home using a different route.

Say hello to the check-out clerk and really look at his or her face.

Sit in a different seat on the train.

Notice.

It will create space for wonder.

Why?

Why is this important?

Because it is fun.

Because it is wonderful.

Because when I create space for wonder, new ideas show up. (And if I don’t write them down or say them out loud to someone I forget them, so I keep pads of sticky notes all over my house and a notebook in my bag.)

Greater minds than mine have been writing and talking about ideas like this, such as Mindfulness, for hundreds – even thousands – of years. But for each person an idea can be new, and each experience can be new.

Take off your mental shoes. Give yourself permission to be an emotional tenderfoot.

Notice, and create space for wonder. We can go together.

“I sha’n’t be gone long. – You come too.” –Robert Frost, “The Pasture”

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Last Thursday I was thrilled to publish the first guest post in a series on Curiosity. The first was by Claire Tompkins, and there is another one coming this Thursday, by Susan Daffron, so stay tuned!

Meanwhile, you might be interested in visiting the blogs of Jeffrey Davis, who writes about wonder and creativity, and Mark McGuinness, who wrote a marvelous post about curiosity and creativity.

Wonder, Road Trips and Wide-Open Spaces

I have seen Shiprock.

I recently had the opportunity to go on a road trip from Seattle to Austin, Texas (2,314 miles!). It was wonderful in many ways, and it was wonder-full.

Some of the wonder was generated by the many and varied sights; some was generated by people-watching, some by time spent with family. There is a lot of wide-open space between Seattle and Austin, and something dawned on me as we navigated that wide-open space:

Wonder requires space.

Wonder also creates space, a hallowed space where gnomes and demons and monsters and The Committee get agoraphobia and decline to step out. Or if they do, they shed their skins and are transformed as they step through the door from the house into Oz.

Arches National Park, Utah

Arches National Park, Utah

What do I mean? Well, as my sister and I followed the first leg of our journey, armed with travel kits prepared by our aunt, cousin and mother that included goodies ranging from vitamin drinks to magazines, homemade caramels, travel mugs with instant coffee, and “Thelma and Louise” mini-bottles of Wild Turkey (they went great with chocolate cake, but that’s another story), and fortified with a Dick’s Deluxe, fries, a real strawberry milkshake and a rootbeer float from our favorite Seattle drive-in, the sights became increasingly less familiar. Somewhere in southeastern Washington, as we passed through a rural farm town, I looked at the low buildings of the town surrounded by the wide open spaces and hills of the high country and thought about how it would feel to look at that every day. And suddenly a tightness in my chest I didn’t know existed loosened and fell away, and the wide-open spaces crept inside.

Our combined CD collections provided the sound track for our Road Trip Through Wonderland: Linda Ronstadt, Yo-Yo Ma, Bela Fleck, Chet Atkins, and more. We appreciatively commented on the scenery and the road signs; as we began to climb up into the Blue Hills of northeastern Oregon, we passed a sign for Poverty Flat, OR. What an evocative name! Not long after that, we passed a sign for Dead Man Road. “Oh dear,” I said, “It just gets worse, and we’ve only just started!” We soon passed another sign for the Dead Man Road rest area, and I asked, “Shouldn’t that be the ‘Dead Man Road Eternal Rest Area’?”

“No,” my sister said, “then no one would stop there.” As the Eagles said in “Hotel California,” You can check out any time you like, but you can never leave…

At mile 370 (out of 2,314) we passed a sign marking the 45th parallel, halfway between the equator and the North Pole. It was our first major milestone!

They say it’s bad luck if a black cat crosses your path… we saw no black cats, but many things did cross our path:

  • The bright green lizard that ran across the road in front of us then paused to watch us pass…
  • The pair of cranes that flew across our path – my first cranes! – was distinguishable from herons by their size, their long legs and their long necks; they looked like beautiful flying sticks literally winging their way across the sky.
  • The tumbleweeds that blew across our path on the high plains of southern Colorado.

We wondered about many things:

  • As night began to fall while we climbed through the hills of northeastern Oregon, I was reminded of how snow seems to glow in the dark – something I hadn’t seen since moving to California from Minnesota. It was a strange sensation to see the snow-covered feet of the mountains around us out of the corners of my eyes, yet when I looked directly at them they would disappear in the darkness.
  • We traversed southern Idaho, marveling at the high plateaus that rose around us. The Snake River is mighty, but it didn’t seem nearly large enough, even with spring runoff, to have carved this. We read and talked about the Missoula and Bonneville floods caused by the breaking of ice-age ice dams and how the great flash flood carved out the valleys between the plateaus all the way to the Pacific Ocean.
  • We wondered at the names of towns in southern Idaho, so different from northeastern Oregon: Paradise Valley, Bliss, Miracle Springs, and Eden.
  • We soaked up the quiet between the mountains of northern Utah, where the only exits from the Interstate were for ranch access.
  • We wondered whether the residents of Salt Lake City ever stop noticing the amazing mountain views that surround them on all sides, seemingly rising right out of their back yards.
  • We marveled as the geology changed from mesas and rounded blue mountains to deep red cliffs and green stone the color of tarnished copper.
  • We pulled into Moab, Utah with our mouths hanging open. Our tour guide in Salt Lake City had told us Moab was pretty, but “pretty” doesn’t begin to come close. Moab sits on the Colorado River in a valley with amazing red rock walls rising on two sides and with snow covered mountains in the distance on a third side. We visited Arches National Park and it was the first time since visiting Yosemite that I was in danger of driving off the road on multiple occasions simply because the scenery was so amazing.
  • We were hit by a tumbleweed as we crossed southwestern Colorado, and I wondered out loud, “We’ve been hit by a tumbleweed. I wonder what effect that will have?” That night we discovered that a branch had lodged itself in the rim of the headlight. We agreed to leave it there for the duration, our way of tipping our hats to adventure.
  • As we headed toward the Four Corners in the southwest, we began to descend into a wide valley surrounded by high mesas. I could see rocky outcroppings arising from the valley floor, and it was then that I first glimpsed Shiprock. Backlit by the late afternoon sun descending through a layer of clouds, it was still small in the distance. Yet it loomed above the desert floor, calling, whispering – dark, mysterious, beautiful, proud.
  • We marveled that there could be so many miles of flat land at high altitude – mile after mile above 5,000 feet, 6,000 feet, 7,000 feet. Previously when I thought of altitudes like that, I pictured mountain peaks!
  • As we descended into Texas, we wondered at the wind farms with their slowly spinning turbines, and at the oil fields with their slowly pumping wells.
  • We marveled at the red clay and the red stalks of last year’s cotton fields with a few stray cotton bolls still attached.
  • We wondered at the giant storm cloud that turned into a wall with lightning flashing at its base and we wondered if we would get into our hotel before the severe thunderstorm hit. (We did, and we picnicked in our room while we watched the light show.)
  • We wondered at the antelope, the deer, the cranes, and the hawks; the cattle, the horses, the llamas, the sheep, and the goats; the sage brush and desert juniper and twisted pinon trees, the yucca and the prickly pear and the mystery (to us) bushes that popped up in the cattle fields along the highway.
  • We were in awe of the hoodoos, the fins, and the arches, the mesas and the dry washes.
  • We were blown away by the reds, the greens, the browns, the blues, the blacks, and the greys.

And of course, we enjoyed the people:

  • The friends who kindly opened their home, cooked us dinner, and enjoyed a quiet reunion;
  • The Park Ranger in Utah who, when I said I wanted her job, told me how she got it;
  • The nice young man who pumped gas for us in Oregon and washed our windshield;
  • The shopkeeper in Santa Fe who told us his name was Mager (he joked he was “The Mayor”) and he would give us a prize if we could guess in less than three minutes where he was from (Egypt, and we took longer than three minutes);
  • The short-order cook in the hotel dining room who cooked omelets and egg dishes to order and gave everyone a sunny-side-up morning;
  • The ladies on the Apache Reservation who bid us a gentle “Good Morning” when we stopped to stretch our legs;
  • Omar, who made guacamole at our table and blushed when we applauded;
  • The shopkeepers everywhere who were genuinely interested in hearing where we were from and told us their stories;
  • The women at the restaurant in Moab who, when I told them (as I was taking its picture) the mannequin next to their table looked just like my late husband, moved to another table;
  • And, of course, the family that sent us off and welcomed us home.

This is how I learned – or I was reminded – that wonder both requires and creates space. It requires space to take root, and to grow, and it creates space in the mind and heart. It’s a bit of a chicken-and-egg thing: Which came first, the wonder or the space? I don’t know.

But I do know this: I consciously chose (repeatedly) not to worry about what might be happening at home, about the projects I could be working on, about what was waiting for me.

I remember a moment when I was driving along a canyon that a river was carving, thinking, “This is how the Grand Canyon began. We think it will always be this way, but it is not permanent at all.” Which reminded me of a recent trip to Muir Woods, where I walked through the giant redwoods that are hundreds and thousands of years old. Those trees reminded me that I am temporary, and my problems are even more temporary.

I chose to be where I was, to surrender to the wonder, and to create a worry-free space that the wonder could move into. And it ended up creating a bigger space within me than I anticipated.

Wide-Open Spaces

And when I allowed that worry-free space to grow, new ideas starting popping into my head.

When I remember to create a space for Wonder, and I remember to be present and curious, I also create a space for new perspectives.

Which came first, wonder or space? I don’t know. The wide-open spaces certainly triggered wonder in me, and that wonder became a wide-open space of its own.

Wonder requires space, and wonder creates space. Like many things, it can become a self-fulfilling prophecy.

I have been hit by a tumbleweed. And I have seen Shiprock.

I will never be the same. And I am glad.

Create space for wonder. Invite it in, and see what happens!

Are You Curious About Your Customers?

Lately I’ve been talking to a lot of people and listening to a lot of conversations about building and improving our businesses. A lot of great questions are coming up, and I have realized I am not alone in asking them:

  • What do my customers and prospects want?
  • Is that the same as what they need?
  • What can I do to help them?
  • If I build it, will they come?
  • How happy are they with what I’m already doing?

As I’ve written in other places, it’s so easy to think we know what people want, and it’s wicked tempting to believe people are happy and would never think of using anyone else. But do we really know for sure?

I’ve been hearing a lot of people asking these questions lately, which is very exciting. Some are acting on those questions, but I also see a lot of people not knowing how to take the next step. I hear people asking questions like:

  • But how do I get started?
  • What tool should I use?
  • Can a free tool really help me find out what I need to know?

I also hear people say:

  • I don’t know what to ask.
  • It’s too complicated to think about right now.
  • I don’t really have time to evaluate and choose a tool.
  • I’ll have to figure this out when I have more time.

The good news is, I’ve seen a lot of people put together short surveys and ask their customers what they are looking for so that they can provide products and services that will truly help them. I have also seen a few of these where the questions were asked in such a way that they may not have provided clear answers – and they may not have done everything possible to get people excited about buying a solution when it is provided.

The even better news is, there are resources available to help!

I have put together a short-but-sweet guide to surveying called “The Survey as Conversation.” It is designed to help you get your arms around “the W’s” of asking your customers important questions, and it also presents some important issues to consider when setting out to start a conversation with your customers. This guide is available for you to download here, and I am providing it at no cost because listening to your customers is so important.

Although “The Survey as Conversation” primarily addresses surveying your customers, “the W’s” apply whether you want to connect with your customers via a survey, live interviews, or focus groups. I really hope you will take a few minutes – it’s short! – to read it and then let me know what you think.

Because I know how busy you are, I also realize that you may be saying, “That’s fine, but I’m swamped and I don’t have time to develop a survey and figure out how to send it and and and…”

I can help with that, too. To make it even easier for you connect with your customers, I have put together three affordable consulting packages to help you through the process. They provide increasing levels of support aimed at meeting your unique needs.

Utilize my knowledge and resources for building, delivering and analyzing your customer survey so that you can focus on what you do best! Click here or on the Survey Consulting tab at the top of this page to see more about the sweet resources available to you. And if all you really need is to bounce some ideas off of someone, I’m available for that, too.

Remember, one of the best ways to become a trusted resource for your customers is to listen to them and then to act on what you hear.

  • Ask good questions
  • Listen to the answers
  • Act on what you hear
  • Show that you listened by providing what people asked for
  • Use their words in your communications

This doesn’t mean following the crowd and not being authentic. It does mean being willing to be curious, to learn, and to serve.

“A leader is someone who helps improve the lives of other people or improve the system they live under.” – Sam Houston*

This improvement is helped dramatically by not assuming we know what improvement is needed.

Are you ready?

Are you curious?

I invite you to start a conversation with you customers, clients, prospects, and stakeholders!

Click here to download my free (it’s that important!) e-book, “The Survey as Conversation.”

Click here to choose a package to help you get started!

*That quote is doubly appropriate this week, as I am driving to Texas with my sister. I’m curious to see what blog posts come out of that, aren’t you?

The Beauty – and the Danger – of Woo-Woo

This post was triggered by a post written by my friend and soul-sister, Jenny Bones. It has become one of those topics that started burning a hole in my pocket to the point that I couldn’t get to anything else until I took it out.

Jenny’s post What’s Wrong With a Little Woo? (at her new website, an exciting change of direction for her) hit a nerve with me.

I am, among other things, an Organization Development (OD) consultant. And even though that sounds mighty Proper and Official, people in OD (and HR and Training and Development, and all the associated tracks) are sometimes looked down upon by The Corporate World as being, well, woo-woo. Touchy-feely. We deal with feelings. And soft skills. (Among other things.) Sometimes the work we do isn’t perceived as being “closest to the dollar” (or anywhere near it, except as an expense). Dealing with and overcoming this perception is not an unusual topic at professional meetings and trainings.

So I wasn’t surprised when I went to a workshop last fall called Become an Inspiring Speaker (which was FABULOUS) that there was a lot of self-deprecating humor among participants and presenters about being perceived as being woo-woo. What did surprise me was that when someone would ask, “What does that mean?” or challenge the use of the term, people would kind of hem and haw and change the subject.

“Woo-woo” is one of those terms that everyone kind of knows the definition of.

“Woo-woo” is one of those slang terms that everyone kind of knows the definition of, but here are a couple of official definitions (from the Internet, which is never wrong):

Wiktionary.org says: “It has been suggested that “woo woo” is intended to imitate the eerie background music of sci-fi/horror films and television shows, however the exact origin is uncertain.” It gives the definition as: “(Decribing) A person readily accepting supernatural, paranormal, occult, or pseudoscientific phenomena, or emotion-based beliefs and explanations.”

The Skeptic’s Dictionary says, “When used by skeptics, woo-woo is a derogatory and dismissive term used to refer to beliefs one considers nonsense or to a person who holds such beliefs… But mostly the term is used for its emotive content and is an emotive synonym for such terms as nonsense, irrational, nutter, nut, or crazy.”

Nice, huh? The problem is, what is considered nonsense is relative. It can be applied to anything that isn’t mainstream, left-brain and “close to the dollar.”

“Be Who You Be”

In Jenny’s post, she takes a stand that you should “be who you be” and not be afraid of being woo-woo if that’s who you are. I agree! She went on to say,

“When we edit ourselves and our marketing message in the hopes we’ll attract a larger audience we risk losing everything. More often than not, we end up missing our target completely.”

With that I agree… and I disagree. Here’s why.

I agree that we should represent ourselves authentically and not try to convince others that we are something we are not. Or that we are not something we are. We can only connect with our Right People by letting ourselves shine.

But And I also believe that we should carefully select the language we use and be wary of using terms that have negative baggage – not only because it can scare new Right People away, but also because it reinforces the monster voices in our heads that call us names. It makes it more difficult to fully embrace and describe with pride Who We Are and What We Bring to the Work We Do.

Simply put, it’s the term woo-woo that bothers me.

It’s the term “woo-woo” that bothers me.

So I left a comment on Jenny’s blog and told a story about a group of consultants and coaches with whom I meet regularly. At one of our meetings, where we were working on ideas for promoting our businesses, we kept using the term “woo-woo” in a self-demeaning way. So we had a reframing exercise to see if we could shift the way we thought of the term, and of ourselves. And in the process we came up with a lot of very useful terms to use instead of “woo-woo.”

It was a very powerful exercise, as it helped us to take more pride and ownership in what we do as well as giving us new language to use with people who hunger for more than black-and-white, either-or, numbers-driven, left brain solutions.

I should have anticipated it, but several people replied to my comment asking about what some of those words were.

So I went back to my cohorts and asked if they minded if I wrote about this. Their support was unanimous, and one responded with, “I’m totally in support of it, and, in fact, would love it if you DID mention us — not names and details, but that you are a member of a fabulous group of intuitively-oriented goddesses with our feet firmly on the ground.

I couldn’t have put it better myself! So here we go with more about the reframing exercise:

We brainstormed as many synonyms as we could for “woo-woo.”  Not necessarily concrete definitions, but any term that came to mind that we associated with “woo-woo.” A volunteer record-keeper wrote them down in a word cloud as fast as we blurted them out.

At first they were mostly words that are negative – or might be perceived as negative by The Corporate World – including words like “unrealistic,” “joke,” “scary,” “mysterious,” “unprovable,” “touchy-feely,” “girlie,” “psychic,” “dangerous,” “evil,” “witch,” and “wimpy.”

But even before we stopped to intentionally redirect ourselves to listing more “positive” terms, those terms started tumbling out until we had more positive terms than negative terms. Overflowing positive terms!

Then we went back through the word cloud and circled those positive terms to help them stand out. They include “curious,” “power,” “quantum physics,” “universal,” “authentic,” “honest,” “real,” “expansive, “right brain,” “passion,” “joy,” “present,” “intercultural,” “love,” “light,” and “connection.” Those are just a few; a copy of the actual page is below:

What a difference! By the end of ten minutes we had shifted the language we were using and the way we were presenting ourselves, and we pledged to only use the positive terms when marketing ourselves going forward.

What’s my point?

The world includes – must include – both yin and yang. We have both a left brain and a right brain.

There are a lot of people in The Corporate World, as well as small businesses, solopreneurs, and individuals, who want and need what we bring. We can authentically speak to them in languages they can understand.

So, embrace who you are and what you bring to your work! That enthusiasm is contagious! As Jenny said, “You are the only thing that’s unique about your business. Market it. Celebrate it. Believe in it.”

Use language that celebrates who you are and what you bring to your work. If that includes the term “woo-woo,” Yay You! But if using that term is just an excuse to kick yourself in the shins or justify your lack of success because They see you as “woo-woo,” then Not-Yay.

If the rebel in you wants to proudly wear the badge of Woo-Woo, go for it! But think carefully about whether or not it is an excuse to have your “No One Will Ever Buy From Me” cake and eat it too.

Re-framing can be a powerful exercise for getting unstuck and looking at something in a new way. Language is important – and powerful.

Take it from a “fabulous group of intuitively-oriented goddesses with our feet firmly on the ground.”

Do you truly embrace what you do and invite others to share in it? How have you used a re-framing exercise to change how you look at things? Please leave a comment!

The Importance of Asking – and Listening

In which I reveal my new guide, “The Survey As Conversation”!

Last year I attended a conference session that was convened around the issue of how to involve people who have previously been uninvolved (in whatever) by either choice or exclusion.

One of the key points that came out of that discussion was the importance of listening to the people whose participation was solicited. It went back to the old adage, “If you don’t want to know, don’t ask.”

Can you think of a time that someone really listened to you? How did it feel? If you ask someone a question and then disregard their answer, how likely are they to appreciate that? Even worse, how likely are they to answer honestly the next time they are asked?

I have been thinking a lot about asking for people’s input, opinions and feedback while I have been working on a guide to help people with polling their customers. In the course of writing that guide, several stories came to mind.

At one time I administered a customer satisfaction management program for a large international company. Although the company had a policy of having managers follow up on survey responses (positive and negative), I occasionally got calls from customers who said, “I completed your survey and told you about something bad that happened, and no one ever responded.”

Or, worse yet, “I completed your survey and told you about something that happened, and someone called and yelled at me for making them look bad.”

These were important learning opportunities around dealing with negative feedback. But another one of the many lessons was, “If you don’t want to know, don’t ask.” It is much harder to recover from debacles like these than to skate along pretending everything is fine. And it’s easy to skate if you don’t ask.

But skating along doesn’t tend to result in loyal customers who will buy more and refer others to you.

If you pay someone a compliment, how likely are you to say something positive in the future if they just deny or brush off the praise?

We don’t stop to think about it very much, but the same rule about acknowledging negative feedback applies to positive feedback. If you pay someone a compliment, whether you tell them they look great in that outfit or they did a stellar job, how likely are you to say something positive in the future if they just deny or brush off the praise?

I think we tend to underestimate the power of asking someone’s opinion. Perhaps it is because there are so few examples of people sincerely listening to the response. And it is that listening that is powerful.

As I mentioned in my last post, a survey is part of an ongoing conversation. At its worst, surveying can be like saying, “Hi! How are you?” We may not really want to know, and most of the time we get the answer we want, which is, “Fine, how are you?”

But on those occasions when I actually have a conversation with someone, when they tell me how they really are, and they really want to know how I am, it’s a pretty amazing experience.

Can you remember a time someone asked your opinion? How did it feel? Pretty good?

Can you remember a time someone failed to ask your opinion? How did that feel? Not so good?

Can you remember a time someone asked your opinion, but clearly disregarded it?

Can you think of a time someone asked your opinion, but you never heard if it made a difference?

Can you remember a time someone asked your opinion, and then followed through on it? How did that feel? Awesome, right?

But this isn’t just about making people feel good.

When it comes to dealing with people, not being curious can be fraught with peril.

A real conversation, whether it is in person, in writing, or is a survey, involves curiosity about the other person.

When it comes to dealing with people, not being curious can be fraught with peril. Decisions are made that affect others, and without sound and current data the wrong decisions can be made. Decisions about new products, decisions about customer wants and needs, decisions about the solidity of relationships. Decisions made without sound and current data are really just assumptions (when I am sure I know the truth) and bets (if I suspect I might not know, but there’s a good chance I do).

Drawing on experience is important. Intuition is very often right. But without confirming the validity of that intuition or checking the facts we run the risk of being wrong. Dangerously wrong. So wrong that someone else might step in and provide what our customer needs. So wrong that we might believe we have a solid relationship when in fact they’re shopping around.

Don’t worry, being curious about your customers is about to get easier.

This is why I developed my new guide, “The Survey As Conversation – to help you to get your arms around the importance of not making assumptions about what customers and prospects want and need, or about how satisfied they are.

As the title suggests, the guide begins by framing the surveying of customers as nothing more than a conversation and then moves on to practical considerations for articulating what you want to know, how to get the information, and what to do with the information once you have it.

I feel so strongly about the importance of partnering with customers and not making assumptions about them that I am making this guide available at no charge. I invite you to learn more about it by clicking here (or on the “Survey As Conversation” tab at the top of this site) and clicking on the link to download it. There is also a worksheet included in the guide to help you get started, but you can also download the worksheet separately.

You don’t have to sign up or give me any information to get access to the guide. But I do have one request: Please return to the “Survey As Conversation” page and leave a comment telling me what you think, whether you found it helpful or not and in what way, and if there is anything that should be added. I want to make sure that it does help you, and I need your feedback to do that.

I hope you enjoy “The Survey As Conversation,” and that you find it helpful! Don’t worry, being curious about your customers is about to get easier!

Are You a Leader, or a Follower? How About a Servant Leader?

Leaders, Followers and Listening to What People Want

When is giving people what they want leadership, and when is it following-the-pack?

I’ve had the opportunity to participate in a lot of wonderful conversations recently about developing products and services for customers. One of the issues that have come up repeatedly is the importance of finding out what your customers want so that you can give it to them. Otherwise one runs the risk of developing a product that seems like a great idea but that no one buys.

Seems like a No-Brainer, right? But it’s not. In the context of those conversations a very smart person made the statement that asking what people want and then giving it to them isn’t leadership, it’s following-the-pack.

That really made me stop and wonder: When is giving people what they want leadership, and when is it following-the-pack? When is asking what people want and then giving it to them good customer service, and when is it purely mercenary? Why don’t more people – and companies – ask what their customers want?

I’ll address the last question first.

Why don’t more people – and companies – ask?

It takes curiosity to pursue finding out what people want and whether or not they are happy. Why don’t more people – and companies – ask? Fear.

As I wrote about here and here, there are a variety of things that keep people from exercising curiosity. The big one is fear – fear of finding out we are wrong about our assumptions or beliefs, fear of finding out we’re on a different path than everyone else, fear of looking dumb. Fear of admitting we don’t know. Fear of having to change, because change usually involves the unknown and that feels like chaos.

Another Fear

Another fear is of becoming a follower rather than a leader, that creating a product just because everyone wants it is not being a leader but following the pack, pandering to the desires of others.

This goes back to our earlier questions: Can one really be a leader if one just gives people what they want? Which raises another question: Should someone conduct surveys just because it’s The Thing to Do?

Soliciting input and feedback should not be done just because everyone is doing it. That is just following the crowd. It is inauthentic, not writing your own story but acting out someone else’s story.

If, however, people you admire are surveying their customers to find out what they want so they can create products that will help them, you may emulate them. You can put your own stamp on it by creating your own conversations with your customers. And the best surveys are conversations.

But still, isn’t doing what your customers want really just “following the pack?”

Not necessarily. Much depends upon how one defines leadership, and upon the extent to which that definition includes a component of service.

Consider the idea of Servant Leadership. According to the Greenleaf Center for Servant Leadership,

“The phrase “Servant Leadership” was coined by Robert K. Greenleaf in The Servant as Leader, an essay that he first published in 1970. In that essay, he said:

‘The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first, perhaps because of the need to assuage an unusual power drive or to acquire material possessions…The leader-first and the servant-first are two extreme types. Between them there are shadings and blends that are part of the infinite variety of human nature.’ ”

There are Ten Aspects of Servant Leadership, which tend to give a person authority versus power:

  • Listening
  • Empathy
  • Healing
  • Awareness
  • Persuasion
  • Conceptualization
  • Foresight
  • Stewardship
  • Commitment to the growth of others
  • Building community

Although curiosity wasn’t listed as one of those ten characteristics, I submit that curiosity is an important component of several – especially Listening, Empathy and Awareness. In this context, exercising one’s curiosity and finding-out-what-people-want is an important part of leadership.

The best surveys are conversations. And a good conversation involves several of the characteristics listed above.

It is this service mentality that keeps finding-out-what-people-want and then giving it to them from being either “following the pack” or a purely mercenary endeavor. Moreover, an effective leader listens to identify what problems her or his people need to have solved, and then leads by teaching them honorable methods for solving them.

Should we always give people what they want?

We must compare what people want to what we are called and able to give. Are those in alignment? If not, we may still serve by referring people to someone who can give them what they want.

For example, one of my favorite parts of the movie “The Miracle on 34th Street” is where Santa Claus refers customers of Macy’s to other department stores if they ask for something Macy’s doesn’t carry. At first the management at Macy’s is horrified – until they realize that this honesty and willingness to be of service doesn’t lose customers, it makes them even more loyal.

It is also important to remember the importance of dialogue, and of authenticity. There is a difference between “tell me what to do” and “tell me what you want.” A responsible servant-leader engages in a conversation and does not just take orders. And when it comes to finding out what people want, remember that the best surveys are conversations.

A responsible servant-leader has to prioritize, and listening to the wants and needs of customers can help with that.

And sometimes a responsible leader has to say No. But it is possible to listen respectfully, weigh the options and then respectfully disagree and follow another path.

It is possible to ask people what they want and try to give it to them without just being an order taker. It is also possible to listen respectfully and yet follow another path. If you are committed to listening and building community, then the input and feedback you receive is part of a dialogue, a conversation. And in that context it is important to say, “Thank you for your advice/input, but I am going to do this instead – and here’s why.”

It all goes back to being willing to be curious.

It all goes back to being willing to be curious. Which means being willing to admit we don’t know, to being open to change – changing our minds, changing our methods, even to hearing a new calling and changing paths. And a Servant Leader who is curious can have very meaningful conversations with customers as he or she works to find out – and help them get – what they want.

“The ear of the leader must ring with the voices of the people.” Woodrow Wilson

Are you curious? If so, stay tuned – there’s more to come about having meaningful conversations with customers. Meanwhile, please leave a comment and tell me what you think about this!

Doppelganger or Kindred Spirit? An Invitation

Once upon a time when this website was still just A Twinkle In My Eye, I started researching possible domain names and I set up a variety of Google Alerts so I could find out what was happening in the interworld. One of the alerts I set up was on my own name – “Susan Blake.” And I discovered that there are a lot of Susan Blakes out there – but only one Susan T. Blake, and that’s me. Hence the name of this site.

I kept the Google Alerts, and I stay up to date on what the other Susan Blakes are up to – Susan Blake the novelist, Susan Blake the jeweler and Susan Blake the veterinarian are by far in the lead as far as internet activity. But they are by no means alone.

Well, a new one showed up yesterday that actually kind of freaked me out. Google alerted me to a pair of articles in the Santa Cruz Sentinel and the Santa Cruz Patch about a park interpreter and docent at Big Basin State Park (which is practically in my backyard) named – you guessed it – Susan Blake.

This is freaky for several reasons. First, I have loved Big Basin State Park since the early 80’s when my late husband and I discovered it by accident on one of our adventures. It’s one of those hidden pockets in the Bay Area that offers peace and tranquility in an otherwise densely populated area. Second, I have long had a fantasy of running away and becoming a Park Ranger. (When I went to Big Sur in 2009 after getting laid off I joked with my friends and fellow-travelers, Nina and Leslie, about giving up my job search and becoming a Park Ranger. Nina subsequently gave me the coffee table book from Ken Burns’ “The National Parks”  for my 50th birthday. Yay Nina!) So it was a kick reading the article about my doppelganger at Big Basin. “Ha ha,” I thought, “Wouldn’t it be funny if my friends thought this was me.”

And then I got to the end of the article in the Patch, and I got goosebumps. The other Susan Blake was quoted as saying, “Last Thursday I took a school group of 4th graders out and at the end asked the group what their favorite part of the hike was. One boy answered, ‘I loved that I could ask all the questions I wanted,’ and I thought, ‘Wow that was my favorite part too’.”

Damn. We don’t just share our name.

I get goosebumps every time I read it, in fact.

I forwarded the Google Alert to my sister, whose first response was, “You’ve always said you wanted to run away and become a park ranger… have you been moonlighting?  Do we have to start calling you “Mister Ranger Sir”?” Ha ha.

Then she sent a second reply, which included that quote from the article in the Patch. “She even sounds like you.  Are you SURE you’re not moonlighting?”

Yes, I’m sure, although I’m beginning to wonder if I’m projecting a part of myself out into the world where it walks and talks and has a life of its own. Goosebumps. But this doppelganger is a good omen, not a harbinger of bad luck.

It’s really neat when I find evidence of other people who are following the same call as I – the call to question, the call to be curious, the call to wonder. I found another kindred spirit the other day, Jeffrey Davis at http://trackingwonder.com. In the Source of Ideas section on his “Tracking Wonder” page, Jeffrey says, “Wonder aids idea inception because it opens the mind with surprise. It cracks rigid preconceptions and stiff assumptions wide open. Anyone who wants to make a real difference in this changing world needs wonder on the team.”

Yes! I couldn’t have said it better myself.

I will be writing more about wonder and curiosity and questions in the coming days, and highlighting specific ways to apply them. Are you curious? I hope you will join me on Team Wonder.

Meanwhile, I think it’s time to visit Big Basin again…

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