Happy Holidays!

In this year-end Ahead of the Curve, we invite reflection to ensure that the relationship with your work team and partners remains front and center, especially in light of pressure to close out the year with a big "ta da!"


John Wilkinson
jwilkinson@thoughtwav.com

Who Loves You, Baby? I had the dubious experience recently of visiting the Registry of Motor Vehicles (RMV) to renew my driver's license. I don't know if you've been to the RMV lately, but it's a model of efficiency. I began the process with the "Information Desk," behind which stood a women whose facial expression could only be defined as "sourpuss" (and I apologize if she ever stumbles upon this newsletter). I was given a number, and then found a seat under the florescent lights along with some 50 other people facing the counter of RMV employees. I was looking forward to the moment when my driver's license picture would be updated, and surely improved, from the one I had taken eight years ago. Soon, my number was called over the loudspeaker, along with instructions as to which "booth" to approach. I complied dutifully and was greeted by yet another dour face. As I looked around Roz's workspace, I noticed the rather intriguing montage of customer service witticisms posted, like "Don't thank me for insulting you, it was a pleasure," and the "Circle of Trust" picture featured above. I took the eye exam; she snapped my picture (which, sadly, is not an improvement); and I wrote the check and left. As I departed, I heard another number being called to her booth. Aside from the experience lacking anything remotely personable, it's fair to qualify it as a mission accomplished. I got my license renewed; she ticked off another customer toward what I suspect is a daily quota. While I'm not looking for a deep and meaningful relationship with the RMV, I couldn't help but wonder how much more rewarding the experience might have been if it had included even an ounce of friendliness during the encounter. I may have even looked less like a convict when she snapped the picture. And so it is at this time of year, we see a lot of business people intent on closing out the year strongly, while finishing out the planning cycle so they can hit the ground running in 2012. It's the time when many are heads-down creating (then enduring) PowerPoint presentations outlining why next year is going to knock the socks off last year. While essential to business, very little of the rush to the finish line addresses one of the most critical elements for success: strengthening and growing the relationships that ultimately make or break those plans. There's no argument that "selling up" is essential and socializing new initiatives to ensure everyone is on the same page is critical, but fortifying your relationship with your team members and partners trumps in sustaining success (not to mention happiness). So, in the spirit of paying tribute to you and two of the most important constituents in growing your business - your team and your partners - we offer the following questions as food for thought.     1. Look in the mirror. When is the last time you took time to lift up your head and re-evaluate priorities? What are you doing to ensure a modicum of balance as you sprint to the finish line? What help do you need to make sure your top three goals are achieved? How would you grade your leadership, if you were your manager?          2. Look around you. When is the last time you met with a direct report without distraction (texting, IM, email, phone)? How realistic is it that your team members will complete their quarterly objectives if you pile on more stuff? What cadence do you have in place to reinforce communication with direct reports, as well as between team members? When is the last time your team met off-site - away from interruptions - and brainstormed ideas?     3. Look outside the four walls. When is the last time you rode in the car with a sales rep to visit a partner? When is the last time you "broke bread" with a partner, or talked with them without a PowerPoint presentation? When was the last working session you hosted for a partner, to help them grow their business and remove barriers? Which of your competitors are knocking on their door, and what can you do to ensure your partners don't answer that door? Email and newsletters (like this one) are important communication vehicles, but talking to partners (and customers) face-to-face, breaking bread, and truly building a relationship is what will sustain your business for years to come. Ask any sales person - people buy from people they like and will tolerate annoying operational snafus more calmly when someone they know is on the other end of the phone. It's all about relationships, baby! May your relationships with your team and partners lead the charge to your success in 2012 and keep you ahead of the curve. Opportunity Knocking Candidate Seeking Opportunity The following individual is looking for an opportunity to add value to a company seeking channels or business partner expertise: Experienced Channel Marketing Manager If you are seeking an opportunity or a candidate with such skills, please contact us for more information.

email:  jwilkinson@thoughtwav.com
phone: 781-652-8727
web: www.thoughtwav.com