I was pleasantly surprised this past week upon learning of the fact that “customer engagement” has risen to our management radar screen.  As a part of a huge company, who has been accused of being mired in bureaucracy (even paralysis by analysis), I am pleased to hear we want to move beyond measuring customer satisfaction and getting closer to understanding what true customer engagement is and how we might encourage/facilitate greater loyalty and passion.  I will have more to share about customer engagement in future posts.

One of the reasons I am excited to learn of these plans is that it means we will also drive/measure employee engagement as well.  Specifically, it is impossible to influence the engagement of customers without the fully engaged employees to do so.  Given the personal impact of the massive restructuring this Company (and industry) has undergone, it is a welcomed and necessary shift in emphasis.

So, I want to return to my hypothesis that someone can improve their lot in life despite their feeling that their career is at a dead end, simply by beginning to view, treat and act like this stage in their life is more favorably resembling a cul-de-sac.

I’m not sure who coined this french phrase referring to the end of a road into a positive reflection of a peaceful, desirable, high quality real estate term, but it is ingenious.  Those living on a cul-de-sac place high value on the lack of traffic, strangers passing through and a peaceful / safe family setting.  Neighbors are closer, spend more time in  their front yards and place a premium on their home values as a result of this lifestyle.  And it works!

The lesson to learn: Rather than live with career dissatisfaction we can chose another path. How something is perceived and presented to ourselves directly impacts its value to others.  This is the opportunity we all have to improve the value of our situations–relishing the opportunity to far exceed the requirements of our positions and becoming an expert at our function due to the time on the job or to mentor those around us and find a level of harmony that can’t be matched in any other job.  We are in the drivers seat.  We can control the controllable.

Here are a few suggestions for those who find they are otherwise “stuck” in a position longer than they originally expected and have allowed themselves to become dissatisfied with their job:

• Become the most influential “ambassador” of your Company they have ever seen.  I’m not talking about simply showing up….I’m talking about going over the top.  Can you become the hidden gem that no one ever expected?  Can you be the textbook example of an employee that the Company can’t live without?  This is a level of engagement that is probably less than 1% of the population….and it is totally up to an individuals choice.  It doesn’t take a degree, or management support or financial resources (for the most part).  It just requires a passion and a goal.
• Become a selfless promoter of someone you believe will benefit the Company.  Very often, we improve our own lot in life by supporting the right leaders to follow.  Look around and take notice of those that bring something special to the organization and encourage them.  Give them emotional and verbal support to keep it up.  Focus on the actions not the individual.  Spread the positive news/impact of the action that impressed you.  This is incredibly contagious and will ultimately raise the interest level in others doing the same act.
• Take on something outside your comfort zone and job function that might help you connect with customers.  Social media, graphic art, journalism, design, etc…all have direct correlation to a company’s growth and success.  Being in a perpetual state of learning is a critical first step to finding ways to most contribute.  Don’t wait for someone to direct you to gain the knowledge….visionaries that can foresee the exact skill-sets required at a specific point in time don’t exist.

http://www.ritasice.com

After 24 years with a single employer, I found myself frantically searching for a career change a few years ago given the rampant downsizing we were experiencing.  It was not an easy time to start looking for a job…the economy was tanking, Michigan was in a near depression (unemployment was 20%+ and housing values had plummeted ~50%), and I was still recovering from a severe accident that was likely to leave me with some disability.  I started evaluating dozens of franchises that were within my capital investment range that could give me the return I needed and were within my capabilities.

Although I am happy I wasn’t forced into a career decision during the last few years, it has forced me to seriously consider what my options will be for a second career (after Ford) and to get busy planning for how I might structure my own business ventures in the next phase of my life (whenever that happens).

There are several franchise opportunities that made the A-List.  I analyzed UFOC’s (franchise disclosures), did hours of market research and looked at a number of industry/product types.  It was fun.

The one that ranks the highest for me was the Ritas Italian Ice franchise.  They aren’t in Michigan yet, but that is actually a plus.  I would prefer to be on the leading edge of the franchise even though it will require a longer start-up.  It is a perfect second career for hundreds of people like myself that may be forced to “retire” much earlier than planned.

• The product is OUTSTANDING.  It tastes great, it’s lighter than ice cream so regular customers think nothing of returning 3-4 times a week.  Many are fruit based and moms feel this treat is more acceptable than others. It’s a relatively inexpensive dessert that has a cult like following in Pennsylvania (and growing).
• A Seasonal franchise that opens the 3rd week of March and closes in late Sept/Oct is perfect for northern folks who would love to head south for the winter.
• By the way, the opening day in March is huge…every store gives away (free) italian ice that day and people line up!
• It is a simple concept and they have a tremendous support network built up and it looks like adequate training, etc.
• The margins are incredible.
• A very low labor requirement (high school kids, etc) means you can keep costs down.
• 800-1200 square feet is all you need, so you can keep rent commitment down…ideally you can build/own depending on the location.
• The franchise is a perfect candidate to structure something similar to a “Dealer Development Program” which I am intimately acquainted with.  There are likely dozens of friends in similar situations that would gladly put up 20-30% of the capitalization (limited risk) and use the profit to buy out the remaining shares over time (from me).  We could structure a win-win for everyone.  I’m not sure I would trust much debt load, but I would certainly consider something that provided an opportunity to build a network of stores over time.

I’ve been sharing this franchise detail with dozens of friends even though Rita’s isn’t yet in Michigan.  It seems like a perfect fit for our owner/operator plan but I am eager to have additional sets of eyes do their own due diligence and see if I’m missing something.

We’ve completed the 5th reorganization at Ford (Marketing, Sales & Service) since 2005.  Nearly 50% of our staff have departed (retirements, voluntary and involuntary separations); dozens of “demotions” at every level of management were required to keep the ratios of managers to employees from embarrassing levels.  With this level of disruption as well as the departure of many of the true leaders in the organization, it has left the balance of the organization in a state of shock.

The “off the record” questions are difficult to answer.  For an organization that historically provided movement and promotional steps every 18-24 months on average, what does the new career path look like without promotional opportunities on the horizon?  How can someone evaluate where they stand relative to their peers anymore (even if they know who their peers are)?  It may be many years before there is professional movement in this company.  All those demoted will be restored or at least given due preference when an opening occurs, so those with less than 10 years may be in their jobs for the foreseeable future.

Most feel guilty for being so self centered even to think about such questions, but it is difficult to change mid-stream.  Our first priority should be the restoration of the company (cash flow, continued reduction of costs/unnecessary bureaucracy and inefficiency and improving our revenue).  So what advice can we give to those around us when career progression seems to have come to a halt?

Turn a dead end into the proverbial Cul-de-Sac.

I love Dilbert but feel the author must be following me around for material.

Even though I have been experimenting with this blog for the past few weeks, I can’t help but feel a bit of awkwardness and narcissistic in this endeavor.  As my intention is to focus on others and not on myself in this forum, I am finding it a bit unnatural.  However, sharing a few opening thoughts about mentoring and capturing materials I’ve used over the past that have reportedly been valuable to others is worth the risk of feeling awkward for a while.

The heart of true mentoring requires selflessness. It is the art of truly putting someone else first.  To understand what THEY need and want and to advise them on how they might achieve their goals.  At times it may be as simple as a word of advice or helping them evaluate options; it’s teaching.  It goes beyond supervising…it’s not mandating their actions or conforming them in your own image.  The focus is on them.  Understanding what they want and need to achieve success.

In some respects it follows the art of parenting…you eventually become more focused on the role of Shepard rather than hand-holder.  Advising on the bigger picture rather than the first step.

It is selfless act–which ironically has incredible personal rewards.  I have witnessed greater impact on policy, process and performance by touching the lives and careers of others than I ever could have dreamed of doing alone.  It is exhilarating to see the results of someone you’ve coached achieve that which you influenced and played a roll.  It is also a terrific compounding activity since they often mentor their own contacts with similar philosophy and conviction.