Nov 23, 2020
Managing During a Crisis w/ Joseph Michelli
- BRT S01 EP42 11-22-20
Things We Learned This Week:
- When your Roadmap does not match the terrain, throw out the map, & get a handle on events on the ground
- Remembered as a Leader by how you manage in a crisis, how do you want to be thought of
- Technology – counterbalance of tech with humanity, act on empathy
- Mike Tyson – Everybody has a Plan until they get Punched in the Mouth
- Managing Basic Expectations - Pro-Active Transparency is Key
Guests: Joseph Michelli, Ph.D., CCXP, CSP New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter
Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.
Book List - some of the titles:
The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way,
Leading The Starbucks Way: 5 Principles for Connecting with Your Customer
The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary,
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle.
Joseph discusses his new book, Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. He interviewed executives from 141 top corporations (Microsoft, Salesforce, Starbucks, Target) for the lessons.
Notes:
Discusses new book – Stronger Through Adversity, was working on a book on Godiva Chocolate, and had to pivot to a new idea as travel was stopped, book was adapted to a new theme on leadership
Mike Tyson – Everybody has a Plan until they get Punched in the Mouth
Interviews of business leaders - Top 3 Tips from the Interviews:
- When your Roadmap does not match the terrain, throw out the map, and get a handle on events on the ground
- You are Remembered as a Leader by how you Manage in a Crisis, how do you want to be thought of
- Technology – counterbalance of tech with humanity, act on empathy
Day to Day Planning, overcoming each issue in the short term
How this affects business going forward, no new normal, have to ride this out, and then adjust to the changed conditions
Adapt your process to Post-Covid world – what staff and company functions will be needed
Reality of what business matter in Pandemic – Manage Outcomes, not people, no more micro managing, people are literally not in the office
Retrospective on past books and over arching Themes of Leadership (by design & example), Customer Service & Brand in companies like Zappos, Starbucks, Hilton, & Starbucks
Peter Drucker – CEOs lead the company to create customers
Corporate culture pays attention to customer service with a top notch experience
How brand rises above the industry with great Co’s – companies have fans now, like cults, lifestyle
Company Brand has to stand for something, and drive an emotional outcome to be memorable
Status – customers want to be associated with this brand, they identify with the brand, it is aspiration
Successful Companies think thru their strategy and overcome obstacles, follow thru on their brand promise
No Detail was too small (all retail is detail), great companies are On Brand in all areas, thru quality design
Enlightened Hospitality – from the website to the actual store, monitor how your customers see your business
Brian Melman – Brian currently runs a department at a large public state University, previously he worked in recruitment at the Peace Corp. He has managed large and small teams, in person, and now remotely. This show he talks about managing your team remotely.
Notes:
Working in a Newly Remote Environment
Managing Basic Expectations for Stakeholders - It is a new game. Be clear on the new rules and transparent on what to expect from each other.
* Pro-Active Transparency is Key - This is different. Here is how it will impact you. Here is what we are doing to mitigate negatives and manufacture efficiencies. ("Make lemonade.")
How to communicate needs and fast-track urgent matters, & make requests in a world likely without any more paper.
How to be present and proactively telegraph availability in a world where no one can see you, and also appreciate that stress levels (both work and personal) are higher and conversations may be more emotional.
More volume, a ton of change which everyone hates, more stress at home, give people room to vent.
Setting Ground Rules * Importance of understanding that the old way of doing business is over (micro-management is done) and they will need to adapt NOW to the new one, new rules and adaptability
Monitoring Work and Fostering a Positive Team Environment w/ regular face-time with staff. Do not skip this. Almost always video-conference, keep things as human as possible.
More crucial than ever to recognize good work and always be cognizant of the much heavier stress your staff is feeling.Crush negativity immediately if it appears, and work to keep things light often .
TO SUM UP: It is more important than ever to remember that your most important job is to manage your team effectively regardless of how much operational work needs to be done.
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