Monthly Archives: September 2010

Leaderectomy

“ektomia” – a cutting out of or cutting out; Greek origin, ca. 1000 BC

Road trip….more specifically….14 uninterrupted hours of driving alone from Vancouver to Smithers…..no cell phone, no email, no radio, no music….nothing but me, my truck, and the hum of the road. Ever tried that? It’s an incredible experience! During the first hour or two, a bit of panic sets in as you realize that you’re “unplugged”….then a sigh of relief and comfort as your brain unclenches and you can process, truly process your thoughts….be it random or focused on recent or past events.

What was I processing…glad you asked…I was thinking about my new role at McNak and about all the previous jobs I’ve had over the past 25 years. Dishwasher, busboy, waiter, customer service, gas jockey, sales rep, entrepreneur, client relations, marketing, and account manager. How have they shaped me? What have I learned? What is important to me as I begin the next 25 years of work in my life?  Two words constantly popped into my head – “passion” and “leader”. What does it mean to be passionate about work, to be a leader, to be a passionate leader?

I wondered aloud (it’s ok to do this when you’re on a road trip alone), is a passionate leader always a good thing or does passion have a dark side that can cause things to go awry and create misery for an organization? (think Darth Vader) I believe the answer is a resounding yes! Companies have a duty to its employees, share(stake)holders, and customers to remove a imprudent, selfish, passionate leader from its ranks – a “leaderectomy”.

Passionate leaders, consciously or not, who use fear and control to achieve their goals are ultimately responsible for creating a toxic and unbearable culture within their organization. It’s up to the leader’s leader to look past the numbers and dig right down to the front line troops and ask the question, “Do you like working here?” Any answer besides “yes” demands more investigation and possible leaderectomy!

The truly terrific leader firstly motivates his or her reports to be their best and then secondly, inspires them to be a company brand advocate. Imagine how great the workplace would be if everyone loved being there. Imagine how happy the customer would be!

Each and every day we are presented with opportunities to lead. Will you be a Darth Vader or a Yoda?

After my 14 hour drive, I met up with my family and had a wonderful two-week vacation….on the way home I was excited to get back to the McNak office and re-join my colleagues. We have fun here.

P.S. Great quote on my grandmother-in-law’s fridge: “Never look down on anybody unless you’re helping him up” – Jesse Jackson


Keeping Momentum

With summer behind us, and while that time was totally enjoyable, I can honestly say that I love Fall. To me Fall is about planning (perhaps the highly intensive juggle of school schedules ignites this!). I also like to use Fall for imagining, dreaming and looking to the future.

With the team back in full strength it is easy to bring our momentum back into its optimal groove to capitalize on the inspirations Fall brings us. Done correctly company meetings and recognition programs can do a lot for team spirit and engagement. The trick is knowing what components make up the right recipe for each team.

One of my favourite ways to keep momentum is through spontaneous meetings. Some of our best breakthroughs have come from them. The free form nature of these catch ups can weigh strongly in favour of keeping momentum ticking along and the wheel turning. As everyone knows, people tend to spark off of each other. And most of the time innovation emerges from groups. The art of spontaneity can co-exist quite nicely with structured meetings as the ‘x’ factor found in spontaneity breaks the doldrums of routine.

I can already hear the wheels in motion! Gotta run! Momentum calls!

~ Sarah McNeill

photo credit: stefanweihs

Customer Service – Take care

Last night we were finishing our family dinner at 7 pm when my husband realized that we needed to buy cough syrup for our son. Our son had been up during the previous night with a terrible cough, and by morning we ran out of syrup. My husband said, “Oh, it’s probably too late to go to the drug store. I bet it’s closed.”

I grabbed my purse, left the dinner table and took my chances that the drug store one block away from our house just might be open. Sure enough, they were closing the doors. “Sorry, we’re closed,” said the lady. I didn’t really feel like getting in my car to drive to another drug store with longer business hours.

I used my parent-in-need tactic and asked the lady, “Do you know if the grocery store on the corner sells children cough syrup?” She answered, “No, I’m sorry, I don’t know.” Then a pause. Then a smile. “I’ve closed my cash already, but if you promise to come back tomorrow and pay, I’ll give you the syrup now.”  Wow, I thought. This was a pivotal moment. I was experiencing a Moment of Magic.

She led me into the store, and she helped pick out the best syrup for my son’s specific symptoms. “My name is Dorothy,” she said. “I’ll be here all day tomorrow.” I breathed a sigh of relief, “Thanks Dorothy! I really appreciate it. I’ll be back tomorrow.”

In my one block walk home, I shared the positive customer service story with my husband, and then again with my neighbour. I’m happy to spread the news about my moment of magic. Nobody asked me to. But a neighbourhood pharmacy that understands the needs of their customers deserves our business.

The main point is that Dorothy wasn’t just doing this as a ‘good customer service’ experience.  I truly believe she was helping me out, because she cared.  If one clearly cares about their customers, and cares about their job, these acts of kindness just happen naturally.

As for my son, he, and the rest of the household had a peaceful night’s sleep.

~ Jessica Rozitis

Life Lesson: All value is subjective

A humouristic approach on how to appreciate and give intangible value to what already exists. With some good whole hearted Canadianism thrown in, Rory Sutherland gives a highly entertaining exposé on perceived value.

Rory’s musings can be applied culturally to an organization in the act of placing material value on what you’ve previously discounted for being intangible. At McNak we can’t help but think of how important social media, be it on an internal or external basis, fits this concept in enhancing teams and brand. Quoting Rory ‘…you realize you are much much wealthier than you’ve ever imagined.’

~ Sarah McNeill