It was perhaps one of the more interesting tweets that I’ve seen all year. It was simple in it’s focus and deep in it’s meaning.
It was from a friend of mine, Kari O’Brien (@KariOBrien):
“that’s it i’m in love with #quora. i use it almost as much as google/bing, and it’s not a hassle like blekko.”
I knew immediately that I had to speak with Kari. We did. I then spoke to a few others, and the pattern began to emerge. Sure, each person, from Kari on down, had a different “use case” for Google, Bing & Q&A sites. But what was common between them all was that Q&A sites like Quora and Focus were, in fact, taking mind-share away from the traditional search engines. Not much, but enough to indicate a fundamental shift in the way that people were using the internet for research and information.
[side thought: take a moment to consider what you see as the differences between information and knowledge…]
Go back a year ago – if you wanted information, or knowledge, you went to search engines, typed in a few keywords, or the general subject you were looking for, and 324,541 websites would appear. Best of all, it cost you nothing. That was the age of information as a commodity, and the tools you used to find that information were search engines (like Google and Yahoo-Bing). Yes, the knowledge was there, but you had to dig (often deep) to get it.
But the new use of Quora, Focus and similar sites has changed the way the game can be played. These are Question and Answer sites. You ask a question, and anybody can answer it. In turn, you can answer anybody else’s question. If others like your answer, they can, in a crowd-sourced manner, vote up your answer. Answering a question, and having it voted to the top of the ranks, implies Knowledge of the subject matter of the question.
WHAT ARE KNOWLEDGE AND COMMODITIZATION?
Before I dig any deeper, let’s take a quick look at what Knowledge and Commoditization really represent. According to Wikipedia (which references the Oxford English Dictionary):
Knowledge is “(i) expertise, and skills acquired by a person through experience or education; the theoretical or practical understanding of a subject; (ii) what is known in a particular field or in total; facts AND [my emphasis] information; or (iii) to be absolutely certain or sure about something.”
Wikipedia’s definition for a Commoditization is much simpler, but equally telling:
“Commoditization occurs as a goods or services market loses differentiation across its supply base, often by the diffusion of the intellectual capital necessary to acquire or produce it efficiently. As such, goods that formerly carried premium margins for market participants have become commodities.”
Let’s put these two together in light of Kari’s statement (and my subsequent conversation with her and a few others): When they are looking for information or knowledge, they may still use Google or Bing. But when they are looking for Knowledge, they increasingly go to Q&A sites. Not only do they get to see the top rated answers, but they also get to see differing, alternative answers and viewpoints (and thus can make their own decisions about the value of the answer). And it costs them nothing. Knowledge, like information, has become commoditized.
Q&A SITES AREN’T NEW, BUT THEIR USAGE, AND IMPACT, IS.
Ask.com has been around for years. The same is true for Yahoo Answers. Even LinkedIn Answers and Facebook Questions are jumping onto the Q&A bandwagon (many people already use the social media site Twitter as a Q&A tool). But what has changed is the type of “content” that people are searching for, and the search tools they use to find it. While Google & Bing are great free tools for finding massive amounts of raw information, sites like Quora and Focus have become the free search engines for Knowledge – and the popularity of these Q&A sites is indicating both a shift in the relative value of information vs knowledge, and the commoditzation of both.
HOW DOES “CONTENT OF VALUE” EQUATE TO COMMODITIZED KNOWLEDGE?
I’m not arguing that there still isn’t “content of value” that will always carry a premium price (especially in the upper-end of the analytical and investigative analysis/research), but for the mass market, this is a profound change that certainly has implications for those who previously provided “Knowledge” as part of their business or value proposition. For those in the Professional Services industry, here are some questions to consider:
How does the commoditization of knowledge impact your Professional Services business?
What if your client already has a pre-conceived notion of the “right” answer that just isn’t “right” for their particular situation?
How do you add value – and improve upon – the knowledge that a client may have gathered from a Q&A site?
How does commoditized knowledge help you improve your “value-add” services? Can you leverage this same information to improve your own offerings?
For a continuation of this discussion, and a slightly different business perspective, check out “Professional Services: What is your Product?” by my friend Marcio Saito (@Marcio_Saito). He’s got some interesting insights, and questions, from his unique business perspective that are well worth the read.
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A man runs into Superhero, Inc., charges up to the store owner and says “I’ve got a major problem! Can you help me?” The owner calmly replies “Of course.”
He then goes into the back room and returns with Jimmy Olsen.
The man is immediately suspicious. “That looks like Jimmy Olsen… I was hoping for Superman.”
The owner takes Jimmy back into the back room, puts a Superman suit on him, combs his hair in the other direction and brings him back out front.
“There,” he declares, “Superman.” The man is a bit hesitant, but satisfied and turns to leave the store with Jimmy Olsen in tow. On his way out, the store owner says “Remember to bring him back by 9pm, and don’t let him try to jump off any buildings.”
It’s human nature for people to seek out the Superhero who will save the day. But in the real world, unlike comic books, Superheros only have so many hours in the week, and can only be in one place at a time. Equally important, not all problems require a Superhero, and can easily be handled by a Sidekick (sure, they work as a team, but sometimes Robin, the boy wonder, can match or out-perform his more famous mentor, Batman).
THE PROFESSIONAL SERVICES DILEMMA
In the world of professional services leadership, the “Superhero Syndrome” is a part of everyday business. Clients want the Superhero professional, while professional service providers face the task of balancing out what is really best for the client.
If you are a sole practitioner, this may not be much of a problem – you are your firm and it becomes a matter of time allocation. But as you grow your business (and your partnerships), role players become an increasingly important part of your overall capabilities and offerings. Unfortunately, while you may be growing and expanding, your clients may still view you as the Superhero and pay little or no attention to the excellent staff, and their strengths in various roles, that you have built around you.
As your firm grows, this problem can become a recurring event, as your employees begin to attain their own level of “Superhero” status in the eyes of your clients, many of whom will come to expect that they will always deal with their preferred member of your staff, and the reality that they can’t always have access to that individual can be a harsh pill to swallow. In some cases, the client may be willing to wait until that individual is available, but what if that individual isn’t (in your professional leadership opinion) the best role player to handle the job that the client needs for a particular task? This often occurs when a client’s needs change over time, yet they only feel comfortable dealing with the individual that they have worked with in the past.
THE VALUE OF BEING PROACTIVE
When building out your firm, and dealing with an increasingly large number of clients and employees, the best way to address the “Superhero Syndrome” is often through a proactive approach. While there are always going to be unforeseen issues that you need to deal with on a daily/ongoing basis, here are three proactive-oriented thoughts to consider:
Are you marketing yourself or your firm?
Do you promote a Collaborative Project environment?
Are you unintentionally playing into a Bait and Switch game?
These are merely starting points. Properly managing both staff development and client expectations & satisfaction is an ongoing, evolving task, that may differ given on the type of services being provided or the market that you are servicing.
What are your thoughts? Have you encountered the “Superhero Syndrome” in your business? How have you dealt with it? What strategy worked for you? Add your thoughts below and share it with our community.
To keep up with all my posts, you can subscribe to my Email feed or RSS feed.
Thanks for reading – Fred.
NOTE: We’ll be discussing this topic in more detail on Thursday, March 3rd during the #ProfServ Twitter chat (10pmET). #Provserv is held on alternate Thursdays at 10pm ET. Hosts are Alan Berkson (@berkson0), Kelly Craft (@KRCraft) and Fred McClimans (@fredmcclimans).
Come join us for discussions on the issues facing consulting professionals! Share your insights & experience as: Legal, Analytical, Business Intelligence, Financial Advisors, Accounting & Audit, Public Relations, Sales, Operations, Management, Marketing, Interactive, Entertainment, IT, Social, Software consultants. It’s all about sharing techniques, tactics and building a community of trusted professionals.
INFLUENCE. Sometimes a simple introduction and handshake is all you need.
Influence is all around us, present in almost every aspect of our lives. We live through it in school, through our teachers, mentors and friends. We see it in our family lives, as our children are influenced by our own behavior and morals. We especially see it in the broader society where people are often influenced by their favorite stars, idols or athletes – perhaps even going so far as to emulate their behavior in the misguided belief that if their idols are cool and liked, they can be cool and liked if they adopt the same behaviors or lifestyles (and no, it doesn’t work that way in real life).
INFLUENCE AS WE TYPICALLY SEE IT
In all of the situations mentioned above, we are dealing with influence from the perspective of a direct cause-effect relationship that involves an influencer and an influencee. Most commonly, we see personal influence where a person, or group of people, has direct influence over another person, or group of people (classic examples involve politics and peer-pressure).
We also often see influence in business and marketing, with companies striving to sway entire markets to purchase their products, often through educational campaigns (providing the consumer with the advantages of their product, its features and why it is a better option than rival products). In other cases, they may lean towards more subtle neuromarketing strategies, while others simply resort to blatant “value by association” techniques (if my favorite movie star uses that product, it’s probably a good product…).
We can even take a more observational view with regard to events and actions, tracking the influence that a particular event (or group of events) today, or in the past, may have on future events (witness the history of political upheaval in one nation helping to influence, or even drive, similar upheavals in other nations suffering from similar internal or regional issues).
“Influence is much more than just changing or causing a behavior”
But there is another type of influence that is more subtle, less direct, yet often more effective at achieving a long lasting impact – and all it takes is an introduction.
THE VALUE OF INFLUENCE BY INTRODUCTION
When we talk about introduction-based influence, we are referring to the bringing together of two or more people (or groups) that have the ability to complement each other for mutual benefit. In this case, there is no typical influencer – influencee relationship. Rather, the influencer is acting as more of a facilitator – an enabler of sorts – using the introduction as a way of creating an environment where ideas and collaboration can be fostered between the groups being introduced.
“Influence by introduction can produce some great, and unexpected, results”
Influence by introduction does not work well when there is a fixed outcome that the influencer is hoping to achieve (i.e., a specific course of action). Where it does work, however, is where the outcome that the influencer is hoping to achieve is less for their benefit and more for the benefit of the parties being introduced, or in situations where the desired outcome isn’t a particular action but rather a type, or level, of action.
Perhaps the parties being introduced are an analyst and a vendor – each looking for information and insight from the other. Or perhaps the parties being introduced each bring a particular strength or talent that, when combined, can create a powerful, collaborative working group, perhaps even identifying and developing solutions to problems that none of us, myself included, may have thought about on our own. It’s all about opening up new opportunities.
“Any business can benefit from influencial introductions”
From my perspective, successful introductions are definitely a form of influence. Positive influence, like leadership, is based on trust, and introductions only work well if all parties trust, and respect, the person making the introduction. Who doesn’t like to hear from a friend or advisor: “I think you two both have some great ideas and skills – you should definitely get to know each other“?
It’s more than just a pat on the back, it conveys a sense of value, potential and belonging to the people being introduced. They may not even recognize that there is a subtle form of influence at play.
So how do you or your company view influence? Most view influence as a means to drive an outcome with a specific goal in mind, and there’s nothing wrong with that. But have you taken the next step?
Are you willing to use your influence, with your name on the line, to make that introduction, acting as the catalyst to allow others to create value on their own, where the outcome is far less certain, but perhaps with the potential to benefit us all?
I value your opinion, and all comments are greatly appreciated. You can also subscribe to my posts via Email or RSS. Thanks for being part of the discussion – Fred.
GAMIFICATION. I just love that word. Maybe it’s the similarity to the Red Hot Chili Pepper’s song “Californication”. Or maybe it’s the fact that while it isn’t one of the Seven Deadly Sins, it sure sounds like it belongs – especially the way it has become such a part of mainstream business culture today.
Unfortunately, as more and more businesses rely upon gaming models to drive up their user base and increase their revenue potential (leveraging social media, increased social collaboration and the proliferation of mobile devices), there is also a growing risk of these game-based business models being gamed themselves.
Let’s take a look at Foursquare as an example – how does somebody “game” a business model that is essentially built as a game? This question touches on two critical, yet very different, aspects of business gaming: gamification (the creation of a game) to drive business, and the devising of a way to “game” (or cheat) the game. And when I say cheat, we’re talking more than just counting cards in blackjack, a favorite game of mine, we’re talking aces up the sleeve at the poker table.
GAME-BASED BUSINESS STRATEGIES
Foursquare is a social media company designed to help drive consumers (Foursquare users) to merchants (Foursquare business partners). In this way, Foursquare can be considered a social media alternative to mainstream advertising.
To encourage people to use Foursquare (and thus achieve the consumer-merchant connection), the company uses a process called gamification. Gamification is the application of a competitive game-like environment to a non-game business model that is competitive and offers rewards for those who play the game regularly.
“Gamification is a means to an end for a business, but often just a game for its users”
In this case, the Foursquare game is played by users, via a cell phone application, who “check in” to various merchants that they frequent, with the hopes of gaining discounts and special deals from the merchants. To make the game interesting and competitive, Foursquare allows game players to earn badges and points for frequenting both new and previously visited merchants, locate/follow friends, broadcast their own check in locations and boast of achievements to their friends via social media (“I am the Mayor of Starbucks!”).
That is the gamification of Foursquare – leveraging a game-like system as a way for Foursquare, and their merchant partners, to drive business in a “fun” way.
“GAMING” THE GAME
Now to the issue of “gaming” Foursquare. When we talk of “gaming” a game (like Foursquare), we are essentially talking of a way to beat (or cheat) the system. People who “game” Foursquare are looking for ways to “win” without having to actually play the game on a competitive level with other players. The easiest way to do this is through checking in to merchant locations without actually physically being at the merchant location (they currently restrict check-ins to one per day per location, so sitting in a coffee shop and checking in every 5 minutes won’t get you any Foursquare points).
“Gaming the game is nothing more than cheating.”
Checking in to a remote location is fairly easy, especially if the user is using a cell phone with limited geo-location awareness – a critical point since Foursquare uses your cell phone’s “reported” location (a Location Based Service feature), via either GPS or cell-tower triangulation depending upon the phone, to find you and suggest nearby merchants.I stress the word reported since the accuracy of geo-location depends highly on both the cell phone manufacturer (who may restrict GPS usage to save battery life) or the service provider (who may not be able to accurately pinpoint a phone’s exact location due to cell tower locations).
Note: For an interesting take on Location Based Services, check out my friend Ray Wang’s excellent post on why he is checking out of location-based-services based on some serious privacy concerns. You can also check out some amazing statistics that Foursquare has gathered on its user base.
In the early days of Foursquare (yes, 2009 counts as the “early” days when they only had coverage in about a hundred cities), many cell phones had limited or no accurate geo-location system, making gaming the system much easier, since it was more difficult for Foursquare to accurately pinpoint your exact location.
NOTE: On a purely anecdotal note, I have a friend who pointed out that at one point during 2010, the “Mayorship” of their local coffee shop was suddenly dominated by a group of individuals that not only didn’t appear to be frequenting the shop, but based on their profiles appeared to be living in a different country at the time.
It wasn’t until the beginning of 2010 that Foursquare opened up the ability to check in anywhere on the globe and began to actively sign on big-name “partner” merchants (you can even create your own locations if they aren’t already mapped, with certain Foursquare “super users” having the ability to edit locations and self-correct/moderate the system).
“Want to check into a flight? Try Foursquare…”
But back to the “gaming issue: From my own personal experience, Foursquare (through my iPhone app) routinely offers up check in locations from over 20,000 meters away (~12.5 miles), including, interestingly, airline flights (with point credit!) both inside and outside the range of my local airport (I’m thinking “vertical” here?). With a 12.5 mile radius, I can check into almost anywhere in northern Virginia without getting up from my desk, and that is exactly what some people do.
So if you want to get kicked out of Foursquare (and be the Mayor of Nowhere), that is how you “game” the game of Foursquare.
FOURSQUARE ISN’T ALONE
Unfortunately, Foursquare isn’t alone in this situation. As I’ve delved deeper into gamification strategies and ways to leverage gaming to improve business models, I’ve come across some other potential cases of abuse. In one situation, I found what appeared to be a group of individuals collectively “upping their ranking” on a popular “Question & Answer” site – they (as a collective group) seemed to be voting up/down particular users or answers to questions – their own particular way of attempting to ensure that certain individuals “rise to the top” in terms of points, expertise, influence, clout, etc.
In theory, a group of people could create a multitude of alias accounts and very quickly game themselves to the elite list of community members. This would not be that difficult in an open social network where anybody can join and the business model requires that the number of users continues to rise to remain viable or profitable (perhaps an interesting comment on the value of focused or selected user groups?).
Interestingly, I’ve run into more than a few people (especially in the case of Foursquare) who say they aren’t “gaming” the system, they are just pushing the boundaries of the rules (or technical limitations) put in place by Foursquare. Their opinion is that if Foursquare wants to stop this type of abuse, change the system to actually require a person to physically check in (perhaps via Bluetooth?) to a device at the merchant location (while possible, this would be a financial disaster for Foursquare).
“For me, gaming the game to fix it is more fun than the game itself.”
None of this is to say that the use of gaming in business strategies is bad, or that there isn’t phenomenal value to adding a gaming component to areas such as marketing, consumer retention, or even collaborative problem solving (an area of personal interest). But what I do believe is that as we move into this area – fueled by the incredible development of technology and the willingness of consumers/users to participate in social games, we need to be diligent in making sure that the very gamification systems that we deploy aren’t being gamed themselves. That means devising gamification systems in such a way as to anticipate, and preclude (as much as possible), abuse of the system.
If you’ve seen this in your own experience, or have a thought on how to help improve the application of gaming into business models, drop a comment below and share it. Gamification has been around for years (just like the McDonald’s Monopoly Game), and isn’t likely to ever go away. The more we discuss this topic, the better prepared we will all be to leverage it for success.
To keep up with all my posts, you can subscribe to my Email feed or RSS feed. If you found some value here, or have an opinion, leave me a comment or share this post with your friends and colleagues.
I appreciate your feedback, and thanks for reading – Fred.
[Updated 1/21/11] A few weeks back, I was having a great discussion with my friends (and fellow Twitter #ProfServ chat moderators) Alan Berkson (@berkson) and Kelly Craft (@KRCraft) regarding our December 23rd, 2010 #ProfServ chat on Value Pricing.
As we discussed and dissected the Value Pricing chat, and how it had evolved over the course of the hour, two themes kept floating to the top of our discussion: 1) how to deal with Professional Services that had become “productized” (sold on a fixed-price basis in a product-like manner), and 2) at what point does a Professional Service cease to be a Professional Service and become a mere service-related add-on to a product sale.
Why is this important? Because almost every industry, from Hardware to Software to true/pure Service industries, uses the term Professional Services, but in slightly different ways that often result in confusion on the part of many consumers. Clarifying these issues helps both set proper expectations across market sectors and can also be useful for service providers in determine pricing strategies – especially in situations where services are customized verses productized. More importantly, many enterprise customers (especially in large corporations or government organizations) have different pools of budget money for items such as products, support services and pure consulting or business advice services.
PRODUCTS vs SERVICES
As we worked through this discussion process, we found that defining a product was the easy part – any fixed, material good that is sold on an as-is or semi-configurable basis.
But the definition of a Professional Service, or even a hybrid service/product (and the line where a Professional Service becomes a product) was a bit more difficult, including the debate over similar-but-different services such as a barbershop vs. a hair salon or a neighborhood kid with a lawnmower vs. a professional landscaping firm (outstanding service doesn’t necessarily make it Professional Service).
“Un-professional service is not the opposite of Professional Service,
it’s just poor service.”
Let’s use software as an example:
Having a software developer design a custom software application is clearly a Professional Service.
Purchasing an off the shelf application is clearly a product sale.
But what about when you purchase an application and somebody installs it for you? Professional Service? Not in my opinion. It’s product + install.
Does it become more of a Professional Service if you purchase software and somebody customizes it for you? Perhaps that is a bit closer to a Professional Service, but not, in my opinion, if the software costs $50,000 and the customization is included in the price or if the actual customization fee is nominal.
THE ISSUE OF MARKET SECTORS
This issue becomes more complicated (and important) when you consider the definition of Professional Services across different market sectors – especially with firms that offer a combination of products AND services. For example, many product vendors have Professional Service Groups who provide both pre-sale on-site surveys and design services (usually part of a product sales strategy) as well as post-sale configuration and support (usually part of an ongoing customer support/retention strategy). But their overall goal is to sell products – making money on services is a value-add or bonus (although many firms treat their service organizations a independent profit centers). As such, I would consider this to be a product-oriented firm with supplemental services offerings.
In contrast, let’s take a look at the business services sector (I’ll include strategic planning for business operations, marketing, social media and public relations as good examples here) where a service is being offered, but often results in some type of fixed deliverable (a report, a strategic plan, marketing or advertising materials, etc.). In this situation, I’d clearly lean towards describing any material deliverable as being more of a result of the services being provided, and thus treat this business as a more of a services business than a product business.
TOSSING IT INTO THE CROWD
After some good back and forth on this particular subject, we opened it up to the members of our Professional Services Roundtable group on LinkedIn which generated some additional, valuable discussions. We further discussed the topic on our January 20th #ProfServ chat, which brought out even more opinions -all equally valid but many differing considerably in scope and open to a wide range of interpretation.
“I may not be able to define a Professional Service, but I know one when I see one”
Through all of these discussions, from the original conversation with Alan and Kelly, through the LinkedIn group and into our Twitter chat, there was one constant: while we could all come up with consistent/agreeable answer to the question “What are some examples of Professional Services?” (Attorneys, Civil Engineers, Architects, Consultants, Agencies, Strategic Advisors, etc.), we were unable to agree on a clear-cut definition of just what is a Professional Service and what are the defining criteria.
Even trying to scope the issue through a series of questions was helpful, but didn’t lead to any general agreement:
Does the ability to value price contribute to the definition of a Professional Service?
Does the way you view your consumer help define a Professional Service (does a “client” denote more of an ongoing Professional Service relationship than a one-shot “customer”)?
TOSSING IT TO THE BIGGER CROWD: YOU
In a way, this entire exercise reminds me of US Supreme Court Justice Potter Stewart’s oft-misquotedstatement from his 1964 opinion on an obscenity ruling, paraphrased here as “I may not be able to define a Professional Service, but I know one when I see one”.
Maybe we’re looking at this from the wrong perspective. Instead of trying to come up with a unified description of Professional Services, perhaps it’s more important to answer the question “What is the need for Professional Services?”, a point brought up by Marcio Saito (@Marcio_Saito) during our last #ProfServ chat.
In that regard, I feel confident in the notion that (with a tip of the hat to Geoffrey Moore and his excellent book Crossing the Chasm) Professional Services fill the gap between what a consumer needs and what is available.
So now I’m tossing the question out to you. If you’ve got an opinion or a thought on this issue, please voice it – we’d all welcome your input as we continue to delve into issues of what it means to provide Professional Services.
To keep up with all my posts, you can subscribe to my Email feed or RSS feed. If you found some value here, or have an opinion, leave me a comment. I appreciate your feedback.
And thanks for reading – Fred.
UPDATE NOTE:This post was originally written, in a shorter format, as a lead-in to the January 20th, 2011 Twitter #ProfServ chat. After the chat, I decided to rework the post a bit to incorporate some of the insights gained from the chat as well as expand upon some of my thoughts that I was only able to briefly address in the original post.
I was talking recently with my #ProfServ co-moderators Alan Berkson and Kelly Craft about Value Pricing and all I could think about was McDonald’s. No, I’m not a fan of their food and haven’t eaten there in ages – it was their product & pricing strategy that kept coming to mind, what they call their Meal Bundles: the Dollar Menu, the Extra Value Meals, the Mighty Kids Meal and the every-kid-must-have-one Happy Meal.
McDonald’s became a leader in the fast-food services industry in part by bundling groups of items, offering certain loss-leader products and building a multi-faceted “loyalty” approach that kept people coming back for more (games like Monopoly and indoor play-houses are good examples here). Forget about the actual “cost” of their product, they created a fun “experience” that people are amazingly willing to pay for. Even my son admits that their burgers aren’t as tasty as the ones that we grill in the back yard, but every time we pass a McDonald’s his 8yr old brain shouts “Can we play at McDonald’s? Can I get a Happy Meal with a toy?”
McDonald’s has Value Meals, not Value Pricing.
Thinking back, that is not that dissimilar from what we did at my first consulting firm. We offered bundled packages of services, we gave away a certain amount of loss-leader content (writing, white papers, telephone calls) and almost always included some type of longer-term retainer to monitor the progress after we had completed the initial effort (and build that long-term, come back for more, relationship). But unlike McDonald’s, we had the ability to create a flexible pricing structure and we leveraged that as much as we possibly could.
In the beginning, our pricing structure was designed to cover our expenses and make a certain level of profit on each engagement. Across the board, our pricing was fairly uniform client-to-client. But over time, as our “brand” grew and our client base expanded, we gradually adopted a different approach that took advantage of the demand, or value, that we were providing to our clients. Rather than trying to maintain a certain level of profitability, we started to look at how much certain clients were willing to pay for our services. Gone were the fixed hourly rates, replaced by a flexible pricing approach that was different for each client. It was, for us, the beginning of Value Pricing.
Value Pricing is about finding a client’s pain and fixing it. More cure = more value.
In Value Pricing, the goal is to match your price to the level of value that the client receives from your services. Forget about what your competitors are charging, or what your costs/expenses are, focus on the value that you bring to the client. To be more precise, think about the value the client believes you are providing. If they believe the value you are bringing to the table is high, price accordingly. Conversely, if they believe the value you are bringing to the table is low, you probably shouldn’t be there in the first place.
Here are some guiding principles to Value Pricing that help define the concept as it applies to professional services:
Value Pricing is NOT the same as “Compensating for Value” in the financial market.
Value Pricing is determined and agreed to by the customer ‘up front” in advance of the actual engagement.
Deferred “bonus” payments – typically based on operational or sales improvements – can be considered part of Value Pricing if you really intend/expect to meet or exceed the clients goals.
For Value Pricing to work in the professional services sector, my experience has shown that there are several key items that need to be in place:
QUALITY
Your “brand” and reputation must equate to quality. If you aren’t bringing extraordinary quality to the table, you will never be able to convince a client of your true value. The interesting part about quality is that it goes well beyond just the service that you deliver, it’s something that must come through in all of your dealings with a potential client, before, during and after the engagement is over.
TRUST
If a client doesn’t completely, totally, without reservation trust you, Value Pricing is simply not going to work. Trust is most often conveyed through experience and references, but it is also something that you must proactively promote. How? Ask your past clients for that reference, the letter of recommendation, the endorsement. And when you get it, don’t hide it, put it out there. Especially in the era of social media, get that word out there. Or better yet, get others to promote it for you.
UNDERSTANDING
In order for Value Pricing to work effectively, you have to really understand the needs (and urgency) of the client. Taking this further, you need to think like the client – put yourself in their position and figure out where their real pain point is and how quickly it really needs to be solved. Often, what they really need and what they say they need are two totally different items. Many times I’ve gone into a potential client meeting to discuss a particular subject only to find that there is a different, perhaps more urgent, issue that needs to be addressed. In some cases, these needs are totally unrelated to the original need, in others, they are the root cause of problem they need fixed. The only way to figure this out is to listen to the client, analyze their business model and start asking questions. Sometimes you’ll be surprised at the opportunities the answers lead to.
GUTS
Here it is in a single word. Guts. You have to have (as my grandfather used to say) the “gumption” to take the risk and Value Price your services. I have yet to see a client offer to pay me more than I’ve asked for. If you aren’t willing to ask your client to pay based on the client’s perceived value, you are better off sticking with your standard hourly rate.
There are other factors that go into making Value Pricing work for your business, and being able to not only sell the value of your services but understand the perceived value that a client is receiving is not always an easy task. But when it is done right, it is a win/win for both you and your client.
What are your thoughts? Do you use Value Pricing as part of your business strategy? Has it worked, failed? Leave me a comment below and let me know. The more we share about our own experiences, the more successful we all become, and the level of client satisfaction that we deliver improves.
To keep up with all my posts, you can subscribe to my Email feed or RSS feed.
Thanks for reading – Fred.
UPDATE: Note that his post was updated after our last #ProfServ Twitter chat. @Provserv is held on alternate Thursdays at 10pm ET. Hosts are Alan Berkson (@berkson0), Kelly Craft (@KRCraft) and Fred McClimans (@fredmcclimans).
Come join us for discussions on the issues facing consulting professionals! Share your insights & experience as: Legal, Analytical, Business Intelligence, Financial Advisors, Accounting & Audit, Public Relations, Sales, Operations, Management, Marketing, Interactive, Entertainment, IT, Social, Software consultants. It’s all about sharing techniques, tactics and building a community of trusted professionals.
It started with a single, simple, question put to me by a good friend: “What are the key qualities needed to be a leader in customer service?” There are, of course, a great number of existing text books, essays, blogs, etc. that address “best practices” in customer service, so answering the question with an easy answer was, well, easy. Too easy. So, as I often do, I stepped back and took a look at the question in its true context.
The question was an outgrowth of the merging of a continuing series of conversations that I’ve been involved in regarding both business leadership and customer service. As I began considering the question in the context of these two somewhat independent discussions, a single point began to crystalize in my mind: Good customer service – industry leading customer service – involves all aspects of a company. It’s not just a customer service issue by itself, it’s a mindset or business ideal that is shared by all aspects of a company.
“Great Customer Service is a corporate mindset, not a job description”
Looking at it from a different perspective, leadership in customer service can be thought of as a trait of companies that have strong corporate leadership – leadership that values a high level of customer-centric focus, strong business ethics, team empowerment and corporate-wide cooperation. I’ll emphasis the last point in particular, because customer service is but one single piece in what I’ll call the customer cycle – the series of events and processes that exist in most successful companies.
With this in mind, I’ve compiled a list of traits of companies that I consider to have outstanding customer service – those companies that are not only leaders in customer service, but influence the business and customer service models of their competitors and the industry.
PRODUCT DEVELOPMENT: Leaders in customer service include their prospective customers in the development process, helping to refine both product features and availability/pricing.
A great product idea is only a winner if it is high quality, addresses a customer need at the right time, in the right place and at the right price point (think of how many products failed because they were either ahead of their time or late to market – ditto products that didn’t fit the value/dollar realities of the market at that particular time).
CUSTOMER ACQUISITION: Leaders in customer service don’t just sell a product, they sell the value of the entire company, including customer service.
Contrast two competing vendors with exactly the same product at the same price and the same quality. The vendor that introduces the prospective customer to their client service organization – or their specific customer service representative – will win the business every time.
CUSTOMER SERVICE: Leaders in customer service place value in, and empower, their customer service representatives.
Employees in the customer service organization are representatives of the firm, not “agents” as they are often tagged. As such, they represent the company and are often the most important (and in many cases the only) person that an actual end user will interact with. Representatives who are empowered have the ability to follow guidelines, not scripts. They can escalate when they feel necessary. They listen to what the customer has to say and in turn, they are listened to by their corporate management, and the knowledge they gain from their customer interactions aren’t just mined, they are sought out and encouraged on a personal level (and then fed back to product development, marketing and sales teams).
Leaders in customer service also recognize that each customer is different, and their needs are different. In turn, they offer a variety of means for a customer to receive support and assistance, including every social media venue where their customers are active (both listening and in two-way communications). They also provide different levels of support, allowing a customer to choose as little or as much personal contact as they require.
CUSTOMER RETENTION: Leaders in customer service recognize that great customer service leads to great customer retention, and great customer retention leads to great customer advocacy.
The value of retaining a customer can never be underestimated – especially if you listen to them, learn from them and adapt your products to their changing needs. I remember the days when we would set up “VIP” user groups, get everybody together once a year at a major conference and tell them how much we appreciated them.
“Customers who are partners are also part of your sales team”
With social media, leading companies are encouraging the creation of online user communities that are open to all and discussion, praise and dissent are encouraged and shared. Customers that feel you are a partner are much more likely to offer advice and suggestions to products, rather than look for alternatives. In turn, they become your best customer advocates, influencing others to consider your product through their own product loyalty and satisfaction shared in these open (not just for customer) forums.
MY THOUGHTS. YOURS?
These are just some of my thoughts on the characteristics of companies that are leaders in customer service. I believe that if they have these characteristics, while they may not be the largest vendor in their market, they are most likely the most influencial and will ultimately rise through the market-share ranks.
Are there other characteristics or “must have” items for a top-notch customer service organization? Absolutely. Let me know what you think some of those are – I’d love to hear your opinion on what qualities are needed to be a leader in customer service.
It’s hard to think of any aspect of any market sector that doesn’t involve, or revolve around, influence. Back on October 7th, Steve Loudermilk (@loudyoutloud) and I tried a novel approach to our Analyst Relations/Influence chat (#ARchat) by engaging in a joint chat session with #B2Bchat, the B2B chat hosted by Ksenia Coffman (@kseniacoffman), Jeremy Victor (@jeremyvictor), Andrew Spoeth (@andrewspoeth) & the crew at @b2bento.
During this chat, we focused on market influencers, specifically, what role can, or should, Analyst and Influencer Relations have in the B2B sector.
Tonight we’re firing it up again with the #B2Bchat team for our 2nd look at influence in the B2B sector. This time, however, we are taking an inward-looking approach regarding how firms themselves influence their market, the importance of defining an “influence strategy”, working with new influencers, and measuring a firms “influence impact” on the market.
Questions that we will discuss include:
How do you presently identify your own firm’s “influence” in the market?
How do you measure your firm’s influence against your competitors?
Who drives your corporate market influence strategy (both customer-side and outside influencers)?
What steps can be taken to improve your influence (How key is traditional marketing vs SM in these efforts)?
How do you spread your influence to “new influencers” like bloggers who break news stories and analysis faster than traditional influencers?
How are you thinking about your “influencing” strategy from an in-sourcing or outsourcing approach?
Please join us tonight, December 2nd at 8pm ET for this “influencing” event. We’ll be using the #B2Bchat hashtag – hope to see you there.
#LeadershipChat is hosted each Tuesday at 8pmET by @LisaPetrilli and @swoodruff. This week’s chat was on Passion and the role it plays in Leadership. For some good background reading, check out the following posts by Lisa “I Like The Pope” Petrilli and Steve “I Don’t Care Much For Cheerleaders” Woodruff which set the tone for tonight’s wild discussion.
Along the way, we hit some key topics, such as the definition of “passion” and how is it nurtured or developed, how vision and passion relate, the dual/symbiotic roles of passion and enthusiasm in leadership, the ways that passion in leaders can drive passion in others (as well as attract people who share the same passion) and how good leaders often know when to step aside and let others utilize their own passion, building both team spirit/focus and a common sense of purpose and ownership.
I hope you enjoy the transcript as much as I enjoyed participating in the chat, and I encourage you to follow both this chat and the people below – they are some of the brightest people I know.
Feel free to continue this conversation in the comments section below, and if you like this transcript and feel others might as well or would benefit from our discussion, please RT liberally – it’s all about the conversation. And please, remember to read from the bottom up!
@wadnikhil RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -9:33 PM Nov 30th, 2010
@bruceserven RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -9:32 PM Nov 30th, 2010
@wadnikhil@LVSConsulting You are welcome and thanks too for connecting on #leadershipchat. So you Building Positive Organizations. Thats wonderful. -9:28 PM Nov 30th, 2010
@anthonyonesto Missed leadership chat today because of my passion for my kids. Look forward to reviewing the archive – always learning #leadershipchat -9:14 PM Nov 30th, 2010
@JDEbberly@CASUDI Don’t forget to tell ‘em how fast the chat is – Better use a top-end browser and fast computer lol #LeadershipChat -9:10 PM Nov 30th, 2010
@fredmcclimans RT @LisaPetrilli: @swoodruff It’s like we’re a married couple at a party & don’t see each other until we leave #leadershipchat -9:10 PM Nov 30th, 2010
@CASUDI I think I better UPDATE my post on “How I make the most of online chats” and INCLUDE #leadershipchat GOODNIGHT ALL -9:09 PM Nov 30th, 2010
@LisaPetrilli@swoodruff I still think it’s like we’re a married couple going to a party & we don’t see each other until we leave #leadershipchat -9:08 PM Nov 30th, 2010
@pprothe Perspective, Passion, Spontaneity, Enthusiasm, Vision > The recipe gets more complex Must boil down to essence to inspire #LeadershipChat -9:07 PM Nov 30th, 2010
@wadnikhil@dan_blakemore Wonderful. I guess will need to get all the times of such topic chats so we wont miss it. #leadershipchat and others. -9:06 PM Nov 30th, 2010
@Evita76 RT @KevinEikenberry: passion is a virus we can choose to spread as a leader. Connect to your passion, let it show – and watch it grow #leadershipchat -9:06 PM Nov 30th, 2010
@swoodruff@LVSConsulting Lisa and I have a “secret list” of upcoming themes. Stay tuned to WikiLeaks for the update… #leadershipchat -9:03 PM Nov 30th, 2010
@JDEbberly This was my 1st time on this chat – I am so amazed, I’ve run out of adjectives to describe how I feel about this chat! WOW! #LeadershipChat -9:03 PM Nov 30th, 2010
@steinerm G’nite folks. Hopping on to another chat. Tweet ya next Tuesday! #Leadershipchat -9:03 PM Nov 30th, 2010
@LVSConsulting Thx for #leadershipchat – so glad I found it by accident! Now to see if I actually replied to everyone… A la prochaine! -9:03 PM Nov 30th, 2010
@ABoyle129 My first one. Enjoyed it. cRT @swoodruff: Here we go again, the fastest hour of the week. How can it be 9:00 already???? #leadershipchat -9:03 PM Nov 30th, 2010
@ntalukdar3 Thanks to all for another great #leadershipchat ! My speed reading & typing skills are improving because of you!! #leadershipchat -9:03 PM Nov 30th, 2010
@lindaperrybarr Thanks very much for an inspiring conversation Btw, making up LaoTzu quotes is one of my passions:) #leadershipchat -9:02 PM Nov 30th, 2010
@CASUDI@pprothe I do also~ lots of people have learned so many things they would never have been able to ~ related to lifestyle~ #leadershipchat -9:02 PM Nov 30th, 2010
@fredmcclimans@pprothe Martha is a great example of somebody who taps into the passion of others, who follow based on the image/interests. #leadershipchat -9:01 PM Nov 30th, 2010
@JDEbberly@ABoyle129 Welcome to LeadershipChat, Andy! Glad you joined us tonight – we look forward to seeing you next Tue nite! #LeadershipChat -9:01 PM Nov 30th, 2010
@steinerm Legal advice? RT @swoodruff: Just remember: if youre not sure how to respond, just say “It depends…” (works every time!) #Leadershipchat -9:00 PM Nov 30th, 2010
@fredmcclimans@pprothe Martha Stewart is def passionate – about herself. She doesn’t need passionate staff, just passionate viewers. #leadershipchat -9:00 PM Nov 30th, 2010
@LVSConsulting@DelaneyKirk Too simplistic and pedantic. I think it talks down. Doesn’t inspire or give concrete solutions. Stays a fable. #leadershipchat -9:00 PM Nov 30th, 2010
@steinerm Sometimes stay too long RT @PatRobeck1ofHis: A leader will know when it is time to hand over the reins to someone else also. #Leadershipchat -8:59 PM Nov 30th, 2010
@ABoyle129 My first #leadershipchat ; lurked mostly but was fun and informative. Great group! Gotta get little ones off to la la land. -8:59 PM Nov 30th, 2010
@MatthewLiberty thank god for tweetchat, i think twitter booted my talkative a$$ #leadershipchat -8:59 PM Nov 30th, 2010
@swoodruff Here we go again, the fastest hour of the week. How can it be 9:00 already???? #leadershipchat -8:59 PM Nov 30th, 2010
@wadnikhil To cope with much fast interactions? RT @LVSConsulting I think I need a faster computer for the next #leadershipchat – such fun all! Thanks! -8:59 PM Nov 30th, 2010
@AmySwipeRite RT @swoodruff: Just remember: if you’re not sure how to respond, just say “It depends…” (works every time!) #leadershipchat -8:58 PM Nov 30th, 2010
@PatRobeck1ofHis A leader will know when it is time to hand over the reins to someone else also. #LeadershipChat -8:58 PM Nov 30th, 2010
@swoodruff Just remember: if you’re not sure how to respond, just say “It depends…” (works every time!) #leadershipchat -8:58 PM Nov 30th, 2010
@swoodruff@pprothe Passion alone won’t make a good leader, of course – there has to be a good bit more in place! #leadershipchat -8:57 PM Nov 30th, 2010
@iannarino@LisaPetrilli You have 2 give meaning. And it has 2 stand 4 smthng big! Lest you end up w/ perfect, meaningless mediocrity. #leadershipchat -8:57 PM Nov 30th, 2010
@JDEbberly RT @pprothe: Isn’t Martha Stewart passionate? Would you say she’s a great leader? Successful yes, but #LeadershipChat -8:57 PM Nov 30th, 2010
@Starbucker@ruthverver Yes, they can see it, but can they emulate it themselves? I find that to be a gr8 challenge. #leadershipchat -8:57 PM Nov 30th, 2010
@AmySwipeRite RT @MatthewLiberty: i think we spend too much time trying to define everything, that’s the logic in us, some things are best left to just doing #leadershipchat -8:56 PM Nov 30th, 2010
@LVSConsulting RT @Doctor_Wu73: #leadershipchat thanks for a great chat – always a pleasure. Stay passionate everyone. Remember our duties and responsibilities as leaders -8:56 PM Nov 30th, 2010
@pprothe Isn’t Martha Stewart passionate? Would you say she’s a great leader? Successful yes, but #LeadershipChat -8:56 PM Nov 30th, 2010
@MatthewLiberty i think we spend too much time trying to define everything, that’s the logic in us, some things are best left to just doing #leadershipchat -8:56 PM Nov 30th, 2010
@Doctor_Wu73#leadershipchat thanks for a great chat – always a pleasure. Stay passionate everyone. Remember our duties and responsibilities as leaders -8:56 PM Nov 30th, 2010
@Starbucker@akosmosJML Exactly. Leaders, more than anything else, have to explain the whys, and why they’re important to them #leadershipchat -8:55 PM Nov 30th, 2010
@rtDIRECTOR#leadershipchat This passion we’re talking about is found when we cast. From there it’s our job to nurture and mold it. -8:55 PM Nov 30th, 2010
@ckburgess#LeadershipChat@johnsonwhitney Tell your son that sometimes it’s not always about winning the game. It’s how U play it! Told my son this! -8:55 PM Nov 30th, 2010
@dan_blakemore@ABoyle129 I haven’t thought of passion solely as a trait of the young; seen passion in mentors, co-workers of all ages. #leadershipchat -8:54 PM Nov 30th, 2010
@LVSConsulting RT @swoodruff: I’ve tried selling without a real passion for the offering or company behind it. It’s torture. #leadershipchat -8:54 PM Nov 30th, 2010
@PatRobeck1ofHis Passionate Leaders need to find folks passionate about managing, selling, organizing, communications, etc. #LeadershipChat -8:54 PM Nov 30th, 2010
@rtDIRECTOR#leadershipchat it starts with the team. why would we bring on team members that weren’t passionate? -8:54 PM Nov 30th, 2010
@megmathur All of mine. @Marc_Meyer: I’m curious, How many of your opinions on Passion and leadership are based on hands on experience #leadershipchat -8:54 PM Nov 30th, 2010
@pprothe RT @fredmcclimans: RT @ckburgess: Without integrity, you’re simply promoting yourself, and people will not follow your lead. #leadershipchat -8:54 PM Nov 30th, 2010
@fredmcclimans RT @ckburgess: Without integrity, you’re simply promoting yourself, and people will not follow your lead. #leadershipchat -8:54 PM Nov 30th, 2010
@NicWirtz@MargieClayman If you can’t get any publicity to your cause it’s going to be difficult for regime change, no? #leadershipchat -8:53 PM Nov 30th, 2010
@TheBrandChef Yes, but can your passion and enthusiasm reform a Bumble? (watching Rudolph as I tweet) #leadershipchat -8:53 PM Nov 30th, 2010
@AmySwipeRite@maverickcf Control is difficult when you are truly passionate, but ultimately leads to the best results. #leadershipchat -8:53 PM Nov 30th, 2010
@jonathansaar Passion in my experience shows a good balance of emotion but amazing consistency..the example speaks 4 itself #leadershipchat -8:53 PM Nov 30th, 2010
@ckburgess#LeadershipChat Without integrity, you’re simply promoting yourself, and people will not follow your lead. -8:53 PM Nov 30th, 2010
@SeanMcGinnis Dropping off to put the rug-rats to bed. Thanks everyone for a fast and furious (and GREAT) #LeadershipChat tonight. A great topic! -8:53 PM Nov 30th, 2010
@happyhourmary if your goal is just greed or success, eventually people will stop following you #leadershipchat -8:52 PM Nov 30th, 2010
@RichardNatoli@pprothe I agree. That’s totally different. But you can have different streams of passion feeding the same result. #leadershipchat -8:52 PM Nov 30th, 2010
@TCoughlin RT @MatthewLiberty: you can sell like crazy even though you may not be passionate about something [ain’t that the truth!] #leadershipchat -8:52 PM Nov 30th, 2010
@Marc_Meyer I’m curious, How many of your opinions on Passion and leadership are based on hands on experience #leadershipchat -8:52 PM Nov 30th, 2010
@ABoyle129 Passion seems to be thought of as a trait of the young. Why? #leadershipchat -8:52 PM Nov 30th, 2010
@davidmcgraw Good 1 RT @iannarino: Passion equals meaning. Meaning equals engagement. Engagement equals jaw-dropping, breath-taking work #Leadershipchat -8:52 PM Nov 30th, 2010
@ntalukdar3@LouImbriano Agree! Many make bold statements, but never back them up. Ideas are good to have, but execution is key #leadershipchat -8:52 PM Nov 30th, 2010
@LisaPetrilli@iannarino So, if it starts the cycle, how to provide “jaw-dropping, breath-taking work” to whole team? #LeadershipChat -8:52 PM Nov 30th, 2010
@PatRobeck1ofHis A book-keeper does not need to be passionate about the cause you hire them for, but, must be about good books! #LeadershipChat -8:51 PM Nov 30th, 2010
@pprothe RT @RichardNatoli: You may have to sell a product you don’t believe in. In that case, find your passion in developing your team. #leadershipchat -8:51 PM Nov 30th, 2010
@iannarino@swoodruff No! You have to believe. Can you take the same actions w/o Passion? Yes. But without passion, you won’t! #leadershipchat -8:51 PM Nov 30th, 2010
@DavidHolzmer Rock on! RT @iannarino: Passion equals meaning.Meaning equals engagement. Engagement equals jaw-dropping, breath-taking work #leadershipchat -8:51 PM Nov 30th, 2010
@RichardNatoli You may have to sell a product you don’t believe in. In that case, find your passion in developing your team. #leadershipchat -8:51 PM Nov 30th, 2010
@AmySwipeRite RT @maverickcf: Can passion be controlled, channeled, distributed or does it have to just be in cataclysmic eruptions? #leadershipchat -8:51 PM Nov 30th, 2010
@LoisMarketing@JanelleBowden If you do not find mentors in real life, seek out the authors and books that inspire you, make you grow #LeadershipChat -8:50 PM Nov 30th, 2010
@MargieClayman@NicWirtz mm, not sure about that. Trying to find a cure to a disease necessitates working w/in the system, non? #leadershipchat -8:50 PM Nov 30th, 2010
@LouImbriano When entering an organization ~> make bold statements, then roll up your sleeves and making sure they happen. #leadershipchat -8:50 PM Nov 30th, 2010
@PatRobeck1ofHis In a volunteer org,you don’t always get to pick who you work with, but, eventually, only like-minded will stay. #LeadershipChat -8:50 PM Nov 30th, 2010
@ServantTweeter RT @swoodruff: So, can someone be passionate without being a “true believer” in the cause? YES result oriented people Are #leadershipchat -8:49 PM Nov 30th, 2010
@LVSConsulting RT @LoisMarketing: As a leader you should show genuine passion but you must also show that you walk your talk — and produce results #LeadershipChat -8:49 PM Nov 30th, 2010
@AmySwipeRite@swoodruff I say “No.” I’ve seen it happen a dozen times, people WANT to drink the kool-aid, but can’t. It shows. #leadershipchat -8:49 PM Nov 30th, 2010
@JanelleBowden Re mentoring – if you are a passionate person, do you find it hard to find others that inspire you and can mentor? #leadershipchat -8:49 PM Nov 30th, 2010
@RichardNatoli@swoodruff I think there can be many sources of passion. You need to find your motivation and be passionate about that. #leadershipchat -8:49 PM Nov 30th, 2010
@wilsonellis@LVSConsulting They are different. Both needed to grow successful biz. A good leader w/poor mgmt skills can hire manager #leadershipchat -8:48 PM Nov 30th, 2010
@swoodruff So, can someone be passionate without being a “true believer” in the cause? Yes? No? Maybe? Why/why not? #leadershipchat -8:48 PM Nov 30th, 2010
@dan_blakemore RT @ckburgess: #LeadershipChat To be a great leader, need to find what you really enjoy! That’s where the passion, commitment, and integrity come from. -8:48 PM Nov 30th, 2010
@LisaPetrilli@LouImbriano Never 2 late to jump in, and I think your post is an excellent example of having it and nurturing it in others! #leadershipchat -8:47 PM Nov 30th, 2010
@NicWirtz@MargieClayman If you try and change through less controversial methods you run the risk of becoming part of the system. #leadershipchat -8:47 PM Nov 30th, 2010
@gdonithan RT @Starbucker: Good leaders should also recognize when someone just won’t get on the “passion bus” – U have to have ALL of your team on it. #leadershipchat -8:47 PM Nov 30th, 2010
@DelaneyKirk@DavidHolzmer I find One Minute Mgr or business fables good for starting the discussion on Would this work? When/How? #leadershipchat -8:47 PM Nov 30th, 2010
@AmySwipeRite@steinerm If you are passionate enough, it becomes infectious. Well, passionate with a good, fact based argument. #leadershipchat -8:46 PM Nov 30th, 2010
@MichaelWillett RT @ckburgess#LeadershipChat To be a great leader, find what you really enjoy! That’s where the passion, commitment, & integrity come from -8:46 PM Nov 30th, 2010
@swoodruff@LVSConsulting We’re going to pick up the Leadership vs Management theme probably in Jan for a Tuesday chat. #leadershipchat -8:46 PM Nov 30th, 2010
@AmySwipeRite RT @Starbucker: Good leaders should also recognize when someone just won’t get on the “passion bus” – U have to have ALL of your team on it. #leadershipchat -8:46 PM Nov 30th, 2010
@MatthewLiberty Passion, like anything else, has many adjectives that can describe it..no need to over think that. #leadershipchat -8:45 PM Nov 30th, 2010
@Starbucker Good leaders should also recognize when someone just won’t get on the “passion bus” – U have to have ALL of your team on it. #leadershipchat -8:45 PM Nov 30th, 2010
@JDEbberly RT @LoisMarketing As a leader you shld show genuine passion but you must also show that U walk your talk-and produce results #LeadershipChat -8:45 PM Nov 30th, 2010
@JanelleBowden Agree RT @LoisMarketing: As a leader you shld show genuine passion but must also walk your talk — and produce results #leadershipchat -8:45 PM Nov 30th, 2010
@MatthewLiberty Can you “show” passion? I think it just comes out, you aren’t in control of it #leadershipchat -8:44 PM Nov 30th, 2010
@LisaPetrilli Yes, & oppt’s RT @SeanMcGinnis: Do you find managing/leading passionate people brings with it a certain set of challenges? #LeadershipChat -8:44 PM Nov 30th, 2010
@ckburgess#LeadershipChat To be a great leader, need to find what you really enjoy! That’s where the passion, commitment, and integrity come from. -8:44 PM Nov 30th, 2010
@AmySwipeRite Right RT @swoodruff: One reason these Tuesday night meetings are so fun is because of the shared passion – right? #leadershipchat -8:44 PM Nov 30th, 2010
@wilsonellis@davidmcgraw Which makes you a very valuable team member. Not everyone in the company has to be passionate abt the cause. #Leadershipchat -8:44 PM Nov 30th, 2010
@ServantTweeter RT @LoisMarketing: As a leader you should show genuine passion but you must also show that you walk your talk — and produce results #LeadershipChat -8:44 PM Nov 30th, 2010
@pprothe RT @LoisMarketing: As a leader you should show genuine passion but you must also show that you walk your talk — and produce results #LeadershipChat -8:44 PM Nov 30th, 2010
@swoodruff One reason these Tuesday night meetings are so fun is because of the shared passion – right? #leadershipchat -8:44 PM Nov 30th, 2010
@AmySwipeRite RT @LoisMarketing: As a leader you should show genuine passion but you must also show that you walk your talk — and produce results #LeadershipChat -8:44 PM Nov 30th, 2010
@LoisMarketing As a leader you should show genuine passion but you must also show that you walk your talk — and produce results #LeadershipChat -8:44 PM Nov 30th, 2010
@mckra1g I don’t see passion as some intransigent flare; rather it’s banked coals that sustain leaders when others doubt #leadershipchat -8:43 PM Nov 30th, 2010
@davidmcgraw@LisaPetrilli can probably will…if my calling is to do xyz, then I will find a way to xyz. It may not be at that company #Leadershipchat -8:43 PM Nov 30th, 2010
@MatthewLiberty You can’t learn passion, it’s like having brown hair & brown eyes, it just occurs #leadershipchat -8:43 PM Nov 30th, 2010
@IamGoldie22 RT @mikesansone: Passion also needs vulnerability & patience. Frank Robinson was uber-passionate Bcame better leader when last 2 added in #LeadershipChat -8:43 PM Nov 30th, 2010
@TheBrandChef Required reading! RT @DelaneyKirk: How about classics such as Covey’s 7 habits or The One Minute Mgr? Still useful reading? #leadershipchat -8:43 PM Nov 30th, 2010
@SeanMcGinnis Teams are passionate about their craft and (sometimes their cause). Leaders must be passionate about a vision. #LeadershipChat -8:43 PM Nov 30th, 2010
@ServantTweeter How do ensure your passion is not misplaced zeal in the teams perception #leadershipchat -8:43 PM Nov 30th, 2010
@PatRobeck1ofHis That is the thing, many “spokes” of a well rounded person make up the good leader, all in balance. #LeadershipChat -8:42 PM Nov 30th, 2010
@LoisMarketing#LeadershipChat The challenge — without quelling the passion — is to channel it into action and measurable results -8:42 PM Nov 30th, 2010
@ckburgess#LeadershipChat Many failed Leaders designed great plays but they never put the points on the scoreboard -8:42 PM Nov 30th, 2010
@ntalukdar3 Passion has to come naturally. You can’t force others in your environment to feel it. They either do or don’t. #leadershipchat -8:42 PM Nov 30th, 2010
@JanelleBowden Has anybody seen the TV show “Undercover CEOs?” A great demo of leaders passionate about their brand/companies and employees #leadershipchat -8:42 PM Nov 30th, 2010
@iannarino@steinerm Passion equals meaning. Meaning equals engagement. Engagement equals jaw-dropping, breath-taking work! #leadershipchat -8:42 PM Nov 30th, 2010
@RichardNatoli@JanelleBowden I wouldn’t suggest passion overshadows personal accountability. It is just one of many necessary traits. #leadershipchat -8:41 PM Nov 30th, 2010
@PatRobeck1ofHis When working w/other passionate people, your job can be to keep them from killing each other! LOL #LeadershipChat -8:41 PM Nov 30th, 2010
@fredmcclimans@ckburgess: Passion gets you started, persistence is what carries you through! #leadershipchat -8:41 PM Nov 30th, 2010
@TCoughlin I’ll take honesty, emot intell and work ethic over passion. Some people are passionate about not working hard. #leadershipchat -8:41 PM Nov 30th, 2010
@LVSConsulting HA! Just realized I’ve been so caught up in responding, I’ve been forgetting #leadershipchat hashtag! OOPS!!! -8:41 PM Nov 30th, 2010
@CASUDI@pprothe spontaneity has now entered the recipe along w passion, enthusiasm & vision all in perfect balance #leadershipchat -8:40 PM Nov 30th, 2010
@PatRobeck1ofHis RT @ckburgess: Passion gets you started, persistence is what carries you through! // a marathon, not a sprint! #LeadershipChat -8:40 PM Nov 30th, 2010
@pprothe I knew someone who focused on Infectious Enthusiasm -nice concept, but in some respects seemed forced. Must be real to stick #LeadershipChat -8:40 PM Nov 30th, 2010
@LisaPetrilli@davidmcgraw What if in loving ppl and xyz you see opportunities for so much more & comp won’t listen? Lead 2 frustration? #Leadershipchat -8:40 PM Nov 30th, 2010
@RichardNatoli@steinerm I don’t think passion is contagious. I prefer to work with people with passion…people that take work personally. #Leadershipchat -8:39 PM Nov 30th, 2010
@LoisMarketing Joining late and speed reading the #LeadershipChat feed — hi everyone. I’m sorry but “How The Grinch Stole Christmas” came first -8:39 PM Nov 30th, 2010
@JanelleBowden Doesn’t necessarily get you promoted tho RT @jonathansaar: A passionate leader in most cases can be the most quiet leader #leadershipchat -8:39 PM Nov 30th, 2010
@megmathur@DelaneyKirk: Good to Great. Fierce Leadership. Leader w/out a Title. Difficult Conversations. Find Your Strongest Life #leadershipchat -8:39 PM Nov 30th, 2010
@ckburgess#LeadershipChat Passion gets you started, persistence is what carries you through! -8:39 PM Nov 30th, 2010
@swoodruff@Doctor_Wu73 I think some folks on the team NEED to be more operation/execution focused. Unequal passion levels not bad. #leadershipchat -8:39 PM Nov 30th, 2010
@jonathansaar A passionate leader in most cases can be the most quiet leader #leadershipchat -8:38 PM Nov 30th, 2010
@davidmcgraw@LisaPetrilli think about it this way. I love the people and doing xyz. I don’t care about company trash collection business #Leadershipchat -8:38 PM Nov 30th, 2010
@TCoughlin@fredmcclimans …and people smarter in areas of personal weakness too. Hire well, trust, motivate, and get out of way. #leadershipchat -8:38 PM Nov 30th, 2010
@AmySwipeRite RT @swoodruff: @CASUDI I don’t think passion HAS to overtop the banks. But better a little of that than pure technical execution. #leadershipchat -8:37 PM Nov 30th, 2010
@Doctor_Wu73#leadershipchat be careful not to look down on those who may not have the same passion level – some just won’t. -8:37 PM Nov 30th, 2010
@pprothe I think so; need rm 4 spontaneity RT @CASUDI: @swoodruff contrlld passion~doesn’t passion have a little out of control 2it? #leadershipchat -8:37 PM Nov 30th, 2010
@swoodruff@CASUDI I don’t think passion HAS to overtop the banks. But better a little of that than pure technical execution. #leadershipchat -8:37 PM Nov 30th, 2010
@LVSConsulting RT @rtDIRECTOR: #leadershipchat another key to cultural success is the casting of the right people (passionate people) within the company/team. -8:37 PM Nov 30th, 2010
@AmySwipeRite@LVSConsulting I’ll do you 1 better. A TRUE leader will put extra effort into leading those with whom the don’t see eye2eye #leadershipchat -8:36 PM Nov 30th, 2010
@dan_blakemore RT @millerfinch: I think a leader has to have brains, vision, passion, enthusiasm, and able to coach and lead others to achieve the goal. #leadershipchat -8:36 PM Nov 30th, 2010
@rtDIRECTOR#leadershipchat another key to cultural success is the casting of the right people (passionate people) within the company/team. -8:36 PM Nov 30th, 2010
@MargieClayman@NicWirtz ah, interesting. Yeah, I could see that. Except Lennon came out of celebrity into leadership. Bit different. #leadershipchat -8:36 PM Nov 30th, 2010
@IamGoldie22 RT @Doctor_Wu73: #leadershipchat if you as the leader inspire your team as it is, they will adopt the passion – may not be at the same level of passion tho -8:36 PM Nov 30th, 2010
@NicWirtz@MargieClayman Both passionate, both enjoy and dislike publicity in equal measure, both lead in their own ways. #leadershipchat -8:35 PM Nov 30th, 2010
@mikesansone Passion also needs vulnerability & patience. Frank Robinson was uber-passionate Bcame better leader when last 2 added in #LeadershipChat -8:35 PM Nov 30th, 2010
@millerfinch I think a leader has to have brains, vision, passion, enthusiasm, and able to coach and lead others to achieve the goal. #leadershipchat -8:34 PM Nov 30th, 2010
@AmySwipeRite RT @swoodruff: Been reading a biography of U.S. Grant. An example of slow, controlled, steady passion. #leadershipchat -8:34 PM Nov 30th, 2010
@swoodruff Been reading a biography of U.S. Grant. An example of slow, controlled, steady passion. #leadershipchat -8:34 PM Nov 30th, 2010
@jolewitz@JanelleBowden point abt Hitler is well taken. If he had won… YIKES! principles R worth fighting 4/it’s passion v passion #leadershipchat -8:34 PM Nov 30th, 2010
@TheBrandChef We need @bigwags to chime in on making your vision (passion) spread effectively through your team! #leadershipchat -8:34 PM Nov 30th, 2010
@TCoughlin RT @PatRobeck1ofHis: A good leader knows when to get out of the teams way and let them do their jobs. [hire well & delegate] #leadershipchat -8:33 PM Nov 30th, 2010
@KevinEikenberry RT @DelaneyKirk: …will assign books by great leaders for class to read. Which ones should I include on list? #leadershipchat |Lincoln -8:33 PM Nov 30th, 2010
@ldiomede@LisaPetrilli It will run it’s course. As things get back on track, passionate leaders will find their way 2 those positions #LEadershipChat -8:33 PM Nov 30th, 2010
@MargieClayman@TheBrandChef could be. I think if a leader is fueled by heart more than brain, lots of things can cause derailment. #leadershipchat -8:33 PM Nov 30th, 2010
@DelaneyKirk Thinking will assign books by great leaders for class to read. Which ones should I include on list? #leadershipchat -8:33 PM Nov 30th, 2010
@JanelleBowden If a leader has passion, will ppl be happy to work for them for less money – 4 opp to be inspired? #leadershipchat -8:32 PM Nov 30th, 2010
@pprothe +1 RT @ntalukdar3: It’s called Passion…not “Pass-it-on”! You have to find ppl who aligned with your goals & objectives #leadershipchat -8:32 PM Nov 30th, 2010
@mikesansone RT @Doctor_Wu73: #leadershipchat if you as the leader inspire your team as it is, they will adopt the passion – may not be at the same level of passion tho -8:32 PM Nov 30th, 2010
@RichardNatoli@pprothe And that’s a good point. Coaching involves multiple people. You also need a leader to coach a budding leader. #leadershipchat -8:32 PM Nov 30th, 2010
@charityestrella@starbucker I give my Board and our supporters opportunities to engage in meaningful relationships with our beneficiaries #leadershipchat -8:32 PM Nov 30th, 2010
@swoodruff It’s true that evil and selfish people can be very passionate, and lead others. Best not to follow! #leadershipchat -8:32 PM Nov 30th, 2010
@ntalukdar3 It’s called Passion…not “Pass-it-on”! You have to find ppl who are aligned with your goals & objectives #leadershipchat -8:32 PM Nov 30th, 2010
@SeanMcGinnis@fredmcclimans I would say people who do ind. contrib work are usually “leaders” in their field if they have passion. #LeadershipChat -8:32 PM Nov 30th, 2010
@PatRobeck1ofHis You need to share your belief that each of them will make a difference and have a purpose in the endeavor. #LeadershipChat -8:32 PM Nov 30th, 2010
@DelaneyKirk Teaching grad class on Leadership starting in March. Will all of you come participate? Please? #leadershipchat -8:31 PM Nov 30th, 2010
@fredmcclimans@AmySwipeRite I would agree wrt public leaders – they do need emotional intelligence/communications skills to be a leader. #leadershipchat -8:31 PM Nov 30th, 2010
@MargieClayman@NicWirtz ah, yes. Qualifications are sometimes the picket fences that can keep passion under wraps! #leadershipchat -8:31 PM Nov 30th, 2010
@Doctor_Wu73#leadershipchat if you as the leader inspire your team as it is, they will adopt the passion – may not be at the same level of passion tho -8:31 PM Nov 30th, 2010
@swoodruff@Starbucker I think it’s a matter of continually sharing the vision and the “vibe” of excitement, no? #leadershipchat -8:30 PM Nov 30th, 2010
@JDEbberly RT @Virulens Phil Jackson is the model. Passionate. Able to communicate it to others, conv them to believers,produce results #LeadershipChat -8:30 PM Nov 30th, 2010
@fredmcclimans@SeanMcGinnis The question then becomes can passionate followers be “contributing” leaders by empowering “Leaders”? #leadershipchat -8:30 PM Nov 30th, 2010
@SeanMcGinnis What if a leader is passionate about nasty things? Anyone know a great corp politician who was also passionate? #LeadershipChat -8:30 PM Nov 30th, 2010
@RichardNatoli@pprothe You can coach, but coaching leverages what’s already there. If there isn’t that spark, they will struggle to lead. #leadershipchat -8:30 PM Nov 30th, 2010
@LVSConsulting RT @Starbucker: Here’s a question – OK, YOU have the passion, but how do you pass it on to the rest of your team, so you can really soar? #leadershipchat -8:30 PM Nov 30th, 2010
@MargieClayman@pprothe good point. Sometimes the people who most want to lead are only passionate really about leading. #leadershipchat -8:29 PM Nov 30th, 2010
@Virulens Phil Jackson is the model. Passionate. Able to communicate it to others, convert them to believers, and produce results. #leadershipchat -8:29 PM Nov 30th, 2010
@Starbucker Here’s a question – OK, YOU have the passion, but how do you pass it on to the rest of your team, so you can really soar? #leadershipchat -8:29 PM Nov 30th, 2010
@ntalukdar3@fredmcclimans You can make introverts into leaders. Some lead quietly… The key is desire, and goals for outcome. #leadershipchat -8:29 PM Nov 30th, 2010
@swoodruff@AmySwipeRite Passion w/o people skills will likely not be a good leadership mix. Or ANYthing w/o people skills! #leadershipchat -8:29 PM Nov 30th, 2010
@RichardNatoli@fredmcclimans I think you can help people become leaders, but nobody can lead if they can’t inspire someone to follow. #leadershipchat -8:28 PM Nov 30th, 2010
@fredmcclimans +1 RT @CASUDI: YES, deff can be introvertedly passionate/enthusiastic about something ~ maybe that is where a genius sits? #leadershipchat -8:28 PM Nov 30th, 2010
@LisaPetrilli@JanelleBowden Thx 4 Oprah example, she’s a gr8 example of having clarity of vision “Live Ur Best Life” & it resonates #leadershipchat -8:28 PM Nov 30th, 2010
@wilsonellis@swoodruff True. You can also look at the team and feel it in the air. If it’s anger, the mood is despair. #LeadershipChat -8:28 PM Nov 30th, 2010
@JanelleBowden@TheBrandChef I probably won’t agree with that. I started a new business on basis of passion, but few bought in. I noticed. #leadershipchat -8:28 PM Nov 30th, 2010
@JDEbberly RT @DavidHolzmer: Unless outer action is authentically connected to internal alignment, the “passion” will only go so far. #LeadershipChat -8:28 PM Nov 30th, 2010
@fredmcclimans@ntalukdar3 Excellent point. There are those w/ extreme passion but zero interpersonal skills. Can you make them leaders? #leadershipchat -8:27 PM Nov 30th, 2010
@TheBrandChef@JanelleBowden If your passion is strong enough, you won’t notice those that “don’t buy in” – always looking ahead… #leadershipchat -8:26 PM Nov 30th, 2010
@seattledrury RT @DavidHolzmer: Unless outer action is authentically connected to internal alignment, the “passion” will only go so far. #leadershipchat -8:26 PM Nov 30th, 2010
@davidmcgraw RT @ldiomede: Best said. RT @mckra1g: Passion is the fuel: focus is needed 4 the execution. Cant have fwd progress w/o fuel. #Leadershipchat -8:26 PM Nov 30th, 2010
@DavidHolzmer@LisaPetrilli I think so only b/c it’s so easy 2 get caught in the emotionality of the moment. Passion has 2 offer more. #leadershipchat -8:26 PM Nov 30th, 2010
@LVSConsulting#leadershipchat Yet passion must also be related to the business, non? Or else misalignment ensues and it doesn’t work. -8:26 PM Nov 30th, 2010
@LADYDAY93 RT @charityestrella: I agree that leading with vision is a by-product of true passion. Vision = solutions, mission = band-aids. #leadershipchat -8:25 PM Nov 30th, 2010
@CASUDI@fredmcclimans YES, deff can be introvertedly passionate/enthusiastic about something ~ maybe that is where a genius sits? #leadershipchat -8:25 PM Nov 30th, 2010
@SeanMcGinnis RT @mckra1g: Passion is the fuel: focus is needed 4 the execution. Can’t have fwd progress w/o the fuel. #LeadershipChat -8:25 PM Nov 30th, 2010
@steinerm@KevinEikenberry just because someone is passionate doesn’t mean that others will naturally feed off that passion #Leadershipchat -8:25 PM Nov 30th, 2010
@LVSConsulting@rtDIRECTOR#leadershipchat As leaders we need to keep stoking the fires of that passion <- totally agree! Ldrs must find passion in others. -8:25 PM Nov 30th, 2010
@JanelleBowden How do you stop losing the passion when others don’t buy into the vision? #leadershipchat -8:25 PM Nov 30th, 2010
@TheBrandChef “Passion” gives the leader the ability to take risks. The “Enthusiasm” makes failure more palatable… #LeadershipChat -8:24 PM Nov 30th, 2010
@fredmcclimans@MargieClayman Yes, Gauguin is a good example of a “don’t want to be a leader”, and yet he became one despite his presence. #leadershipchat -8:24 PM Nov 30th, 2010
@KevinEikenberry passion is a virus we can choose to spread as a leader. Connect to your passion, let it show – and watch it grow #leadershipchat -8:24 PM Nov 30th, 2010
@SeanMcGinnis@JDEbberly But sometimes strong communicators aren’t passionate at all. Can be phony or worse, even devious. #LeadershipChat -8:24 PM Nov 30th, 2010
@Starbucker Good points here- there must be passion for a cause, a cause greater than yourself. #leadershipchat -8:24 PM Nov 30th, 2010
@LisaPetrilli@DavidHolzmer So would you say, since it’s tested over long haul, that it’s reflected in commitment, steadfastness? #leadershipchat -8:24 PM Nov 30th, 2010
@JDEbberly How long has #LeadershipChat been meeting? There are a LOT of passionate folks in here tonight! WOW!!! Who is facilitator? -8:24 PM Nov 30th, 2010
@jolewitz RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:23 PM Nov 30th, 2010
@ntalukdar3@fredmcclimans There are many technologists who are passionate, but are not “vocal”. That’s why we have marketing & PR folks #leadershipchat -8:22 PM Nov 30th, 2010
@Starbucker RT @mckra1g: Passion is the fuel: focus is needed 4 the execution. Can’t have fwd progress w/o the fuel. #LeadershipChat (yes indeed) -8:22 PM Nov 30th, 2010
@MargieClayman@fredmcclimans I would point to Gaugin. He was so passionate he turned his life upside down, but he disappeared fr. society. #leadershipchat -8:22 PM Nov 30th, 2010
@pprothe Typo in previous > An effective passionate leader can articulate a vision, rally the herd into action towards a goal #LeadershipChat -8:22 PM Nov 30th, 2010
@jolewitz RT @Virulens“The only man nevr 2 B redeemed is the man w/out passion” Ayn Rand. The irredeemable is not a gr8 leader I think #LeadershipChat -8:21 PM Nov 30th, 2010
@CASUDI@JDEbberly maybe being a strong communicator is important so you can communicate your passion/vision #leadershipchat -8:21 PM Nov 30th, 2010
@SeanMcGinnis RT @arowect: #leadershipchat what is sad is that some people have lost respect for those leaders who have strong passion, some view passion as craziness -8:21 PM Nov 30th, 2010
@LVSConsulting RT @rtDIRECTOR: #leadershipchat Passion within the culture is the key. People can’t be sleepwalkers and expect the company to do good things. -8:21 PM Nov 30th, 2010
@ldiomede Best said. RT @mckra1g: Passion is the fuel: focus is needed 4 the execution. Can’t have fwd progress w/o the fuel. #LeadershipChat -8:21 PM Nov 30th, 2010
@pprothe An effective passionate leader and articulate a vision, rally the herd into action towards a goal #LeadershipChat -8:21 PM Nov 30th, 2010
@fredmcclimans Does anybody think it is possible to be passionate/enthusiastic in an inward way and NOT be a leader (perhaps by choice)? #leadershipchat -8:21 PM Nov 30th, 2010
@JanelleBowden Oprah is considered a leader. Is this because of passion? or is that only part of it? #leadershipchat -8:21 PM Nov 30th, 2010
@mogusmoves True that. RT @DavidHolzmer: “Passion” really cannot be assessed in the moment. It’s metal is tested over the long haul. #leadershipchat -8:21 PM Nov 30th, 2010
@SeanMcGinnis I think immediately of Alan Mulally of @Ford when I think of leaders with passion. #LeadershipChat -8:21 PM Nov 30th, 2010
@davidmcgraw Agreed RT @DavidHolzmer: “Passion” really cannot be assessed in the moment. Its metal is tested over the long haul. #Leadershipchat -8:21 PM Nov 30th, 2010
@LVSConsulting A strong leader can balance passion, so it doesn’t become irrational single-mindedness. Keep eyes on the prize but… #leadershipchat -8:20 PM Nov 30th, 2010
@wilsonellis@SeanMcGinnis Passion can get in the way b/c the leader wants ppl with his passion but needs ppl passionate abt their areas #leadershipchat -8:20 PM Nov 30th, 2010
@AmySwipeRite I don’t know if it’s passion or lunacy, but I find that when I’m really excited about something, I sound like a Preacher. #leadershipchat -8:20 PM Nov 30th, 2010
@MargieClayman@arowect I agree, but then some people let passion make them look wild & misdirected. Harder to respect them. #leadershipchat -8:20 PM Nov 30th, 2010
@rtDIRECTOR#leadershipchat Passion within the culture is the key. People can’t be sleepwalkers and expect the company to do good things. -8:20 PM Nov 30th, 2010
@DWesterberg Good leader has the *best* stories re: staff, customers, industry, future. Authentic, inspiring, memorable. #leadershipchat -8:20 PM Nov 30th, 2010
@davidmcgraw Passion may inspire you…you will still need to find away to evoke a shared passion with others #Leadershipchat -8:20 PM Nov 30th, 2010
@DavidHolzmer “Passion” really cannot be assessed in the moment. It’s metal is tested over the long haul. #leadershipchat -8:20 PM Nov 30th, 2010
@JDEbberly Being a strong communicator does help in leadership #LeadershipChat -8:20 PM Nov 30th, 2010
@petevosspr I believe Steve Ballmer is enthusiastic, and @BillGates more passionate. Both are good leaders, but different styles #leadershipchat -8:19 PM Nov 30th, 2010
@ntalukdar3 You can see it in their eyes & feel it in their breath…. A passionate leader can’t hide the reasons for their motivation #leadershipchat -8:19 PM Nov 30th, 2010
@charityestrella RT @wilsonellis: People naturally mirror others – Leaders w/ passion, enthusiasm, & vision inspire every one around them. #leadershipchat -8:19 PM Nov 30th, 2010
@PatRobeck1ofHis RT @LisaPetrilli: So how does the passion of a leader affect others? How does it impact your followers? // Exponentially! #LeadershipChat -8:19 PM Nov 30th, 2010
@tokiwana RT @ServantTweeter: Pig or Chicken Leadership? The Chicken contributed the Pig was Passionate about your breakfast gave his life! #Leadershipchat -8:19 PM Nov 30th, 2010
@arowect#leadershipchat what is sad is that some people have lost respect for those leaders who have strong passion, some view passion as craziness -8:19 PM Nov 30th, 2010
@SeanMcGinnis RT @wilsonellis: People naturally mirror others – Leaders w/ passion, enthusiasm, & vision inspire every one around them. #leadershipchat -8:18 PM Nov 30th, 2010
@jolewitz@ServantTweeter heroism is not necesarily leadership – the pig in your example was never around to lead the troops again #leadershipchat -8:18 PM Nov 30th, 2010
@EvaParis Enthusiasm can wane; passion seems deeper, more sustainable #LeadershipChat -8:18 PM Nov 30th, 2010
@charityestrella@margieclayman mission is abt what you can do to help *right now*. Vision is abt what you can do to work yrself out of a job #leadershipchat -8:18 PM Nov 30th, 2010
@pprothe Sometimes you might not always be in position to love all you do, but can make the most of process, celebrate the journey #LeadershipChat -8:17 PM Nov 30th, 2010
@LVSConsulting IMHO passion comes from deep meaning that permeates the culture. #leadershipchat -8:17 PM Nov 30th, 2010
@LisaPetrilli Another keeper! RT @ckburgess: Leaders are “people who leave their footprints in their areas of passion.” Author Unknown #LeadershipChat -8:17 PM Nov 30th, 2010
@CASUDI@Starbucker Agree U have to love what you do ~ BTW this is very contagious to people around U/ your team etc… #leadershipchat -8:17 PM Nov 30th, 2010
@wilsonellis People naturally mirror others – Leaders w/ passion, enthusiasm, & vision inspire every one around them. #leadershipchat -8:17 PM Nov 30th, 2010
@JDEbberly@TheBrandChef When you have an idea burning within you w/ desire to teach others – A new passionate leader is born!!!! #LeadershipChat -8:17 PM Nov 30th, 2010
@sixuntilme RT @ldiomede: Passion is what makes blood flow through the veins. It’s the differentiators between a great leader and a mediocre one #LeadershipChat -8:17 PM Nov 30th, 2010
@ldiomede Passion is what makes blood flow through the veins. It’s the differentiators between a great leader and a mediocre one #LeadershipChat -8:17 PM Nov 30th, 2010
@LisaPetrilli So how does the passion of a leader affect others? How does it impact your followers? cc @swoodruff#leadershipchat -8:16 PM Nov 30th, 2010
@MegIrving in ordr to be a sucess 1 has unique identity tht only cms from true passion and enthusiasm for ones market #leadershipchat -8:16 PM Nov 30th, 2010
@DavidHolzmer@SeanMcGinnis Oh indeed! Passion can utilize/leverage emotion but it sources from a deeper place. Passion = ‘soul’ quality. #leadershipchat -8:16 PM Nov 30th, 2010
@RichardNatoli@SeanMcGinnis I hired for culture specfically. I can coach the skills but the passion needs to be there in order to grow it. #leadershipchat -8:16 PM Nov 30th, 2010
@swoodruff@TheBrandChef First they have to have clear vision. Then they need to excite others into it. If it’s good, passion will wake #leadershipchat -8:16 PM Nov 30th, 2010
@MargieClayman@SeanMcGinnis I think passionate people will hire passionate people. The unenthused may seem to be missing something. #leadershipchat -8:16 PM Nov 30th, 2010
@swoodruff Who are some of the most passionate leaders you think of? Me – Steve Jobs. #leadershipchat -8:15 PM Nov 30th, 2010
@petevosspr RT @starbucker You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:15 PM Nov 30th, 2010
@MegIrving in order to be a success one has to have a unique identity. That only comes from true passion and enthusiasm for ones market #leadershipchat -8:15 PM Nov 30th, 2010
@megmathur RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:15 PM Nov 30th, 2010
@TheBrandChef@swoodruff so how do leaders perpetuate their TRUE enthusiasm and passion? Infectious or something learned? Inherit? #leadershipchat -8:15 PM Nov 30th, 2010
@SeanMcGinnis How is passion connected with hiring and building a culture? Anyone find them to be related in any way? #leadershipchat -8:15 PM Nov 30th, 2010
@LisaPetrilli That’s a keeper, thk U as always! RT @DavidHolzmer: Enthusiam=emotional experience; Passion = drive that transcends emotion. #leadershipchat -8:15 PM Nov 30th, 2010
@DeniseWBarreto Another key to leadership is self-awareness and self-control. Hard to “lead” others if you can’t lead yourself #leadershipchat -8:15 PM Nov 30th, 2010
@arowect@JanelleBowden#leadershipchat both are crucial, but if your just have personality, you will get tired, passion keeps you persistant -8:15 PM Nov 30th, 2010
@crystalsilver RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:15 PM Nov 30th, 2010
@milenagarg RT @Starbucker: U also have 2 love what u do – you can’t fake passion. Pple can see right thru that. #leadershipchat <— that’s for sure! -8:14 PM Nov 30th, 2010
@JanelleBowden I think it is important to have passion, but also need to be able to communicate the vision. If you can’t, nobody follows #leadershipchat -8:14 PM Nov 30th, 2010
@WMFHApts RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:14 PM Nov 30th, 2010
@rtDIRECTOR RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:14 PM Nov 30th, 2010
@jessicamalnik 100% yes! RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:14 PM Nov 30th, 2010
@pprothe Absolutely > RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:14 PM Nov 30th, 2010
@SeanMcGinnis Vision, clarity of purpose, consistency of direction cal all be hallmarks of passion in leadership. #leadershipchat -8:14 PM Nov 30th, 2010
@JDEbberly RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #LeadershipChat -8:14 PM Nov 30th, 2010
@swoodruff Yes. RT @PatRobeck1ofHis: I think that you need to have a vision first, in order to have something to be passionate about. #leadershipchat -8:14 PM Nov 30th, 2010
@AmySwipeRite RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:14 PM Nov 30th, 2010
@artchickhb RT @Starbucker: You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:14 PM Nov 30th, 2010
@PatRobeck1ofHis I think that you need to have a vision first, in order to have something to be passionate about. #LeadershipChat -8:14 PM Nov 30th, 2010
@Starbucker You also have to love what you do – you cannot fake passion. People can see right through that. #leadershipchat -8:13 PM Nov 30th, 2010
@MargieClayman@CASUDI for me, vision serves as a motivation, and it keeps my passion on a path instead of all over the darned place. #leadershipchat -8:13 PM Nov 30th, 2010
@fredmcclimans@swoodruff Passion & enthusiasm go hand-in-hand. The issue is your perspective: inward or outward? Pope or Cheerleader? #leadershipchat -8:13 PM Nov 30th, 2010
@arowect#leadershipchat personality may get you there, passion keeps you there, thats my theory -8:13 PM Nov 30th, 2010
@JDEbberly RT @MegIrving: “A great leader’s courage to fulfill his vision comes from passion, not position.”-John Maxwell #LeadershipChat -8:13 PM Nov 30th, 2010
@CASUDI@swoodruff so U could have short “bouts” of passion w/o vision ~ agree ~ it’s the enduring/continuing that is key #leadershipchat -8:13 PM Nov 30th, 2010
@Virulens “The only man never to be redeemed is the man without passion.” Ayn Rand. The irredeemable is not a great leader I think. #LeadershipChat -8:13 PM Nov 30th, 2010
@LisaPetrilli@MegMathur Love that example! Unique kind of leadership, and everyone surrounding him exudes passion as well. #LeadershipChat -8:13 PM Nov 30th, 2010
@charityestrella I agree that leading with vision is a by-product of true passion. Vision = solutions, mission = band-aids. #leadershipchat -8:12 PM Nov 30th, 2010
@MegIrving “A great leader’s courage to fulfill his vision comes from passion, not position.”-John Maxwell #leadershipchat -8:12 PM Nov 30th, 2010
@LVSConsulting Hi all – just stumbled upon #leadershipchat and, like others, will lurk a bit until I can contribute in a valued way… Thx! -8:12 PM Nov 30th, 2010
@TheBrandChef@MargieClayman oh no… passion has heart in it, it just may mean there is a need for it… you hit enthusiasm right on ! #leadershipchat -8:12 PM Nov 30th, 2010
@ServantTweeter Pig or Chicken Leadership? The Chicken contributed the Pig was Passionate about your breakfast gave his life! #Leadershipchat -8:12 PM Nov 30th, 2010
@Starbucker RT @DWesterberg: Not only passion – but leader knows how to find what to celebrate & energize team (yes, yes, yes!) #leadershipchat -8:12 PM Nov 30th, 2010
@megmathur Bruce Springsteen. Watch Live at Dublin. He surrounds himself w/ experts and gives them turns in the spotlight.@LisaPetrilli#LeadershipChat -8:11 PM Nov 30th, 2010
@ckburgess#LeadershipChat First and foremost, you need a burning drive to make things better-Change management is grueling process -8:11 PM Nov 30th, 2010
@pprothe Enthusiasm can wane; passion seems deeper, more sustainable #LeadershipChat -8:11 PM Nov 30th, 2010
@swoodruff@CASUDI I think it’s very hard to have enduring passion without a clear vision. #leadershipchat -8:11 PM Nov 30th, 2010
@MargieClayman@ldiomede oooh, wine would make me tired. If I could I’d pump myself full of Red Bull before #leadershipchat (that would be awful) -8:11 PM Nov 30th, 2010
@ntalukdar3 “One person with passion is greater than 50 people who are merely interested.” Can’t remember who said it… #leadershipchat -8:11 PM Nov 30th, 2010
@SeanMcGinnis@DavidHolzmer I would agree with you. Can also be reflected in an intensity or focus of purpose, don’t you think? #leadershipchat -8:11 PM Nov 30th, 2010
@AmySwipeRite@Starbucker You are dead on (as usual). Leading by example is paramount, and a true display of passion. #leadershipchat -8:10 PM Nov 30th, 2010
@swoodruff@JanelleBowden That’s a good question. I think of enthusiasm in more emotional terms. Passion deeper (but w/emotion still) #leadershipchat -8:10 PM Nov 30th, 2010
@pprothe RT @MargieClayman: People are comparing passion to buzz & bullets. Sometimes it can be soft tho, like a cool wind on a hot day. #leadershipchat -8:10 PM Nov 30th, 2010
@AmySwipeRite RT @Starbucker: Another way to show passion – lead by example. Never be afraid to roll up your sleeves and dig in (w/ a smile, of course!) #leadershipchat -8:10 PM Nov 30th, 2010
@DWesterberg Not only passion – but leader knows how to find what to celebrate & energize team – when we win – greater good wins #leadershipchat -8:10 PM Nov 30th, 2010
@MargieClayman People are comparing passion to buzz & bullets. Sometimes it can be soft tho, like a cool wind on a hot day. #leadershipchat -8:10 PM Nov 30th, 2010
@pprothe@Garyvee seems to exude passion everywhere he connects. I think of him when I think of passion. #LeadershipChat but many show it more subtly -8:10 PM Nov 30th, 2010
@TheBrandChef Leadership & transparency / Growth in the age of soci media or too easy to “fake?” 1st time participant, long time lurker. #leadershipchat -8:09 PM Nov 30th, 2010
@ldiomede@petevosspr Welcome Pete. BRace yourself. #LEadershipChat will wear you out. I like to have a glass of wine beforehand -8:09 PM Nov 30th, 2010
@RichardNatoli For me it comes down to one thing. If the leader doesn’t seem excited and passionate I wonder why the should I be? #leadershipchat -8:09 PM Nov 30th, 2010
@SeanMcGinnis How would you define passion in a leader? I think its good to have a common understanding of what we’re talking about. #leadershipchat -8:09 PM Nov 30th, 2010
@JDEbberly RT @ckburgess: Leaders are “people who leave their footprints in their areas of passion.” Author Unknown #LeadershipChat -8:08 PM Nov 30th, 2010
@arowect@LisaPetrilli#leadershipchat passion is shared through doing and showing that you care, putting time in is a big factor -8:08 PM Nov 30th, 2010
@ckburgess Leaders are “people who leave their footprints in their areas of passion.” Author Unknown #LeadershipChat -8:08 PM Nov 30th, 2010
@swoodruff@AmySwipeRite Well, I’m not always outwardly enthusiastic. I used to think that meant lack of passion, but not so. #leadershipchat -8:08 PM Nov 30th, 2010
@CASUDI@pprothe one day I hope to have people move furniture for me #leadershipchat (leaders should be willing to do anything!) -8:08 PM Nov 30th, 2010
@AmySwipeRite RT @Starbucker: How best to “show” passion? Keep the high positive energy, always, as hard as that may be to do #leadershipchat -8:07 PM Nov 30th, 2010
@petevosspr I’m Pete, new to #LeadershipChat. Graduate student at Gonzaga in Comms/Leadership, and do PR/SM for RealNetworks, aka @RealTweeter -8:07 PM Nov 30th, 2010
@Starbucker How best to “show” passion? Keep the high positive energy, always, as hard as that may be to do #leadershipchat -8:07 PM Nov 30th, 2010
@JanelleBowden A leader without passion is like a softdrink without bubbles… no buzz #leadershipchat -8:07 PM Nov 30th, 2010
@wilsonellis@CASUDI I know, I know. But family comes first. I’ve had health issues to deal with. Everyone is healing nicely. #leadershipchat -8:07 PM Nov 30th, 2010
@JDEbberly I would consider Brian Clark @copyblogger to be passionate – He is a passionate leader in copywriting – Just read his blog! #LeadershipChat -8:06 PM Nov 30th, 2010
@SeanMcGinnis@swoodruff As you defined it in your post today, I would agree that passion is a big strength in a leader. #leadershipchat -8:06 PM Nov 30th, 2010
@Doctor_Wu73#leadershipchat Mark Messier – former NHL captain – wears heart on sleeve. Picked others up. Never quit. Set an example. True leadership -8:05 PM Nov 30th, 2010
@swoodruff Indeed! RT @mikesansone: I can follow a leader with a passion, hard to follow a leader with a pathy (apathy) #leadershipchat -8:04 PM Nov 30th, 2010
@SeanMcGinnis Woot! Firsta official #leadershipchat from the beginning. So excited. Feel like a kid in a candy store…. -8:04 PM Nov 30th, 2010
@mikesansone I can follow a leader with a passion, hard to follow a leader with a pathy (apathy) #LeadershipChat -8:03 PM Nov 30th, 2010
@MargieClayman everyone is used to my Tuesday routine now, right? #leadershipchat followed without pause by #custserv! Join me, mah friends! -8:03 PM Nov 30th, 2010
@charityestrella RT @jdebberly: Heads Up to my followers: I will be participating in a new chat tonight – #LeadershipChat from 8p to 9p ET. You’re Invited! -8:03 PM Nov 30th, 2010
@JanelleBowden Hi everyone. Thought I’d pop in today and check out this chat. Will probably lurk until I feel I have something to offer. #leadershipchat -8:02 PM Nov 30th, 2010
@LisaPetrilli Let’s get this party started. We’re talking Importance of Passion in #leadership – Who strikes U as passionate leader & WHY? #LeadershipChat -8:02 PM Nov 30th, 2010
@TheAfter5Edge RT @JDEbberly: Heads Up to my followers: I will be participating in a new chat tonight – #LeadershipChat from 8p to 9p ET. You’re Invited! -8:01 PM Nov 30th, 2010
@JDEbberly Heads Up to my followers: I will be participating in a new chat tonight – #LeadershipChat from 8p to 9p ET. You’re Invited! -8:01 PM Nov 30th, 2010
@LisaPetrilli@swoodruff A large number of PASSIONATE leaders, I hope. Just like Sicilians – who are passionate, not wrathful! #leadershipchat -8:00 PM Nov 30th, 2010
#LeadershipChat is hosted each Tuesday at 8pmET by @LisaPetrilli and @swoodruff (mug-shots below). This week’s chat was an “open-mic” format: bring it, and discuss it.
We spent a good bit of time discussing the differences between Leadership, influence, motivation and manipulation. We also discussed the hiring/firing of bad apples and what it takes to be a leader – even if you are not in a leadership role. There was also an interesting discussion about surrounding yourself with the right team, prompted in part by @LouImbriano, and some interesting marriage-related comments by @berkson0 - all in all a great “open mic” discussion. I hope you enjoy the transcript as much as I enjoyed participating in the chat.
And please, remember to read from the bottom up! One additional note: If you’d like to see this type of summary for the Analyst/Influence chat that Steve Loudermilk (@loudyoutloud) and I host each week, let me know and I’ll hire somebody to make it happen =:-)
@LouImbriano@fredmcclimans: Sometimes the best way to judge a person is by the company they keep, who they trust, who they follow #leadershipchat <~ YES -9:25 PM Nov 23rd, 2010
@fredmcclimans Goodnight all, and thank you for giving me something (and some people) to be thankful for this year. #leadershipchat -9:22 PM Nov 23rd, 2010
@bruceserven RT @CASUDI: Thankful for the teams, individuals and other supporters who have helped me be successful in many endevours #Leadershipchat -9:21 PM Nov 23rd, 2010
@CarlSorvino RT @LisaPetrilli: Time 2 get back onto I-65, I am so thankful for #LeadershipChat family – wishing you all the happiest of Thanksgivings! See you next Tues! -9:18 PM Nov 23rd, 2010
Feature | @LisaPetrilli Time 2 get back onto I-65, I am so thankful for #LeadershipChat family – wishing you all the happiest of Thanksgivings! See you next Tues! -9:18 PM Nov 23rd, 2010
@LisaPetrilli@livepath You are a sweetheart! Will I get to finally meet you at SXSW or SOBCon? I’m planning to be at both… #LeadershipChat -9:10 PM Nov 23rd, 2010
@SeanMcGinnis@LisaPetrilli Thanks so much for #leadershipchat. Sorry I was late. Hope to do better next week, and hope to meet IRL at the Drake on 1st! -9:10 PM Nov 23rd, 2010
@CarlSorvino RT @swoodruff: Happy Thanksgiving, all you fine #LeadershipChat folks! See you next Tuesday! <—Ditto! Bummed I missed tonight’s chat. -9:09 PM Nov 23rd, 2010
@swoodruff Happy Thanksgiving, all you fine #LeadershipChat folks! See you next Tuesday! -9:08 PM Nov 23rd, 2010
@swoodruff Can’t seem to get WhattheHashtag to work for tonight’s #LeadershipChat transcript. Anyone smarter than me know how to pull this off? -9:06 PM Nov 23rd, 2010
@mccjustin@SeanMcGinnis (re hr) I’m learning culture fit, then passion, then skillset, then job req’s is the filtering that works best #leadershipchat -9:03 PM Nov 23rd, 2010
@LisaPetrilli@Robert_Rose That’s twice in 1 day you’ve been a sweetie… Thank you, kind sir I’m thankful we’re on similar journeys… #LeadershipChat -9:02 PM Nov 23rd, 2010
Feature | @LouImbriano@berkson0 if your going to cook the meal, you should have input on the groceries. I believe Bill Parcells stated that once. #leadershipchat -9:01 PM Nov 23rd, 2010
Feature | @quality1 Awesome RT @swoodruff Ill tell you what Im thankful for. I get to see my Marine son tomorrow, back from Guantanamo! Yee-haw! #leadershipchat -9:01 PM Nov 23rd, 2010
Feature | @fredmcclimans@berkson0 People spend more time vetting employees than spouses. Potential spouses and background checks = bad… Very bad. #leadershipchat -9:01 PM Nov 23rd, 2010
Feature | @SeanMcGinnis@mccjustin As a lawyer, I understand it as well. As a business leader, I agree completely that building a case 1st stinks. #leadershipchat -9:00 PM Nov 23rd, 2010
Feature | @livepath So far, vision, team, empathy, example, ability to grow people…. #leadershipchat. Keep it ccomin’ -8:59 PM Nov 23rd, 2010
Feature | @SeanMcGinnis RT @livepath: As a leader, my biggest strength is my strategic vision and ability to set direction based on that strategy. #leadershipchat -8:59 PM Nov 23rd, 2010
Feature | @LisaPetrilli New Q – What to do if part of C-Suite incl yourself strongly disagree w/CEO strategies? #LeadershipChat -8:58 PM Nov 23rd, 2010
Feature | @swoodruff I’ll tell you what I’m thankful for. I get to see my Marine son tomorrow, back from Guantanamo! Yee-haw! #leadershipchat -8:58 PM Nov 23rd, 2010
Feature | @SeanMcGinnis@mccjustin I think you;re right about the big co allowing firing (after dotted I’s and crossed T’s) Need 2 bld case 1st. #leadershipchat -8:57 PM Nov 23rd, 2010
Feature | @livepath Finish this statement: As a leader, my biggest strength is my ______. Talk amongst yourselves. #leadershipchat -8:57 PM Nov 23rd, 2010
Feature | @CASUDI Thankful for the teams, individuals and other supporters who have helped me be successful in many endevours #Leadershipchat -8:57 PM Nov 23rd, 2010
Feature | @newholla I fault managers/leaders for perpetuating the “bad apples”, it doesn’t happen overnight #leadershipchat -8:56 PM Nov 23rd, 2010
Feature | @quality1 Got to run. Happy Thanksgiving 2 those who celebrate it. Thanks for sharing your knowledge! Lisa & Steve-thx 4 this chat #leadershipchat -8:56 PM Nov 23rd, 2010
Feature | @SeanMcGinnis Also thankful for the investment my co has made in developing me. Recently completed adv leadership course. Twas great! #leadershipchat -8:56 PM Nov 23rd, 2010
Feature | @mccjustin I found in small business it was hard to fire, in big biz (corp) some HR gymnastics, but was easier to fire. SMB handcuffs #leadershipchat -8:55 PM Nov 23rd, 2010
Feature | @davidmcgraw I am thankful for the Men and Women who participate in this chat. Without them, my Tuesday evenings would not be the same #LeadershipChat -8:54 PM Nov 23rd, 2010
Feature | @quality1 RT @pprothe …if..chance, isnt it better 2 focus on whats working? the positive. Motivate into action vs submission#leadershipchat -8:54 PM Nov 23rd, 2010
Feature | @pprothe Thanks all for Wild West #LeadershipChat. Was hard to keep the fingers on the keyboard. -8:54 PM Nov 23rd, 2010
Feature | @LisaPetrilli I agree; thankful for oppt’y 2 share vision RT @ckburgess: #LeadershipChat – Thankful for Twitter & ability to share leadership vision -8:53 PM Nov 23rd, 2010
Feature | @livepath Thankful for my family, freedom, intelligent network of friends/peers, work that I love and serving the best clients around. #leadershipchat -8:53 PM Nov 23rd, 2010
Feature | @steinerm@jimworth agreed, and the coach MUST be able to accept the fact that there are *issues* and be willing to address them. #Leadershipchat -8:53 PM Nov 23rd, 2010
Feature | @swoodruff@mccjustin Open Mic. We’ve been talking about manipulation, firing bad employees, and what we’re thankful for! #leadershipchat -8:53 PM Nov 23rd, 2010
Feature | @SeanMcGinnis I’m thankful to be given the freedom to re-invent our business from the ground up. #leadershipchat -8:52 PM Nov 23rd, 2010
Feature | @sixuntilme RT @pprothe: Seriously-if given chance, isn’t it better to focus on what’s working? the positive. Motivate into action versus submission #leadershipchat -8:52 PM Nov 23rd, 2010
Feature | @pprothe Seriously-if given chance, isn’t it better to focus on what’s working? the positive. Motivate into action versus submission #leadershipchat -8:52 PM Nov 23rd, 2010
Feature | @sixuntilme@swoodruff That makes sense from a business perspective. But not all leaders are “bosses.” Some are part of social circles. #leadershipchat -8:51 PM Nov 23rd, 2010
Feature | @swoodruff What am I thankful for? “Meeting” all of you here (and some of you in real life – Lisa, Kerri, Lou, Leigh…) #leadershipchat -8:51 PM Nov 23rd, 2010
Feature | @livepath@swoodruff toxic attitudes are often trickle down from toxic (past/present) leadership though. Gotta use care #leadershipchat -8:51 PM Nov 23rd, 2010
Feature | @davidmcgraw I worked for an exec whose motto was fire the leadership team and the troops will come in line #LeadershipChat -8:50 PM Nov 23rd, 2010
Feature | @blehr11@CASUDI OK if keep buddy for u but does cause resentment with remaing staff tuff to carry small Co #LeadershipChat -8:50 PM Nov 23rd, 2010
Feature | @sixuntilme@newholla Totally true. Sometimes it’s ignorance that can be educated out of them. And other times they’re just rotten. #leadershipchat -8:49 PM Nov 23rd, 2010
Feature | @swoodruff@sixuntilme I think you can re-align people in mismatched roles. But toxic attitudes (over the long haul)? Risky investment. #leadershipchat -8:49 PM Nov 23rd, 2010
Feature | @livepath Many of us have been cheesed by reorg/termination happy Csuite & exp. the fallout. FIRE EVERYONE is often a lemming call. #leadershipchat -8:49 PM Nov 23rd, 2010
Feature | @quality1 RT @fredmcclimans Hiring much more important than firing. …weeding out under-performers (or personality mismatches) works. #leadershipchat -8:48 PM Nov 23rd, 2010
Feature | @jimworth Coaching and transparency can help the bad apples get better. You change the people(coach) or change the people (replace) #leadershipchat -8:48 PM Nov 23rd, 2010
Feature | @steinerm Def convenient! RT @DavidHolzmer: Cant it also be–in *some* cases, not all–that the “bad apples” are actually scapegoats? #Leadershipchat -8:48 PM Nov 23rd, 2010
Feature | @steinerm@LisaPetrilli it was and still is, but diff people at diff levels have diff perspectives, all of which are valuable & true #Leadershipchat -8:47 PM Nov 23rd, 2010
Feature | @fredmcclimans Hiring is much more important than firing. That said, weeding out under-performers (or even personality mis-matches) works. #leadershipchat -8:47 PM Nov 23rd, 2010
Feature | @davidmcgraw@swoodruff No empl performance tolerance 2night. I suspect we would have all been fired at some point by theses standards #LeadershipChat -8:46 PM Nov 23rd, 2010
Feature | @jimworth 360s are very powerful, plus a collective perf. appraisal with input from peers all lead to better performance in a matrix #leadershipchat -8:46 PM Nov 23rd, 2010
Feature | @newholla@swoodruff Software sales now, mortgage sales prior. in dmand and they knw it, so they always have somthing to fall back on #leadershipchat -8:46 PM Nov 23rd, 2010
Feature | @sixuntilme Some bad apples just don’t know better – do you think they can be taught to change for the better? #leadershipchat -8:46 PM Nov 23rd, 2010
Feature | @DavidHolzmer Can’t it also be–in *some* cases, not all–that the “bad apples” are actually scapegoats? #leadershipchat -8:45 PM Nov 23rd, 2010
Feature | @blehr11@davidmcgraw have current project causing surge I hire temps & then pick ones I like permanently worked so far #LeadershipChat -8:44 PM Nov 23rd, 2010
Feature | @CASUDI@berkson0 bad situation where you had bad apple and cant fire ~ dont get into that situation my advice #leadershipchat -8:44 PM Nov 23rd, 2010
Feature | @pprothe Ouch RT @swoodruff: So the main conclusion of our chat so far tonight is to FIRE PEOPLE! Wow, we have gone wild west… ;>} #leadershipchat -8:44 PM Nov 23rd, 2010
Feature | @swoodruff So the main conclusion of our chat so far tonight is to FIRE PEOPLE! Wow, we have gone wild west… ;>} #leadershipchat -8:44 PM Nov 23rd, 2010
Feature | @fredmcclimans@ckburgess SM/Mobile/Etc. are great communications enablers. But CEOs must resist the “monitoring” aspect. Very dangerous. #leadershipchat -8:43 PM Nov 23rd, 2010
Feature | @steinerm@LisaPetrilli first step was look in the mirror. 360 helped a ton. Went w open mind to change. Pos attitude always there #Leadershipchat -8:42 PM Nov 23rd, 2010
Feature | @Robert_Rose@swoodruff – pros and cons for sure.. Good folks equally motivated to not give 100% until they find out what the deal is… #LeadershipChat -8:42 PM Nov 23rd, 2010
Feature | @livepath@blehr11 — Not sure I agree – Bad fit often=bad attitude… and bad apples may have great attitude & just be incompetent #leadershipchat -8:42 PM Nov 23rd, 2010
Feature | @blehr11@livepath most bad apples have poor attitude or motivation bad fit lack skills & can’t learn attitude OK #LeadershipChat -8:41 PM Nov 23rd, 2010
Feature | @cloudspark@swoodruff the “hall walk” test, if you walk w/ employee + no one looks up to say hi/engage, he knows they’re not a fit #leadershipchat -8:40 PM Nov 23rd, 2010
Feature | @Robert_Rose@swoodruff: that’s how a bunch of the entertainment companies out here work… 6 months – shape up or your shipped out… #leadershipchat -8:40 PM Nov 23rd, 2010
Feature | @CASUDI@pprothe I am a great believer of deleting bad apples ASAP ~ esp B4 the rot spreads & YES, 2 much time to deal with ~#leadershipchat -8:39 PM Nov 23rd, 2010
Feature | @livepath RT @davidmcgraw: What steps do you take to differentiate between bad apples and bad fit employees? #LeadershipChat GOOD QUESTION! -8:39 PM Nov 23rd, 2010
Feature | @jimworth@berkson0 absolutely. In a heavy matrix env. with few directs, Leadership is an art, it’s all about influence. #leadershipchat -8:37 PM Nov 23rd, 2010
Feature | @pprothe@cloudspark And you wonder why that breath of fresh air didn’t come sooner. It’s almost instaneous when it happens #leadershipchat -8:35 PM Nov 23rd, 2010
Feature | @fredmcclimans@cloudspark That happens all too often. Financial backers often have financial “timing” goals that don’t mesh w CEO’s goals. #leadershipchat -8:35 PM Nov 23rd, 2010
Feature | @livepath@fredmcclimans I think vry often BOD stacks Csuite – often not good 4 comp. Have seen this in mult. startups gone public. #leadershipchat -8:34 PM Nov 23rd, 2010
Feature | @livepath@LisaPetrilli In previous job, that admonishmt would have lead to my resignation. Loved the work – the job sucked/bad mgt. #leadershipchat -8:33 PM Nov 23rd, 2010
Feature | @swoodruff Toxic people – get rid of immediately. Automatons – get rid of gradually. #leadershipchat -8:33 PM Nov 23rd, 2010
Feature | @quality1 Agreed. Some environ has you looking over shoulder..RT @heidicohen: Needs practice & personal strength (to give ownership) #leadershipchat -8:33 PM Nov 23rd, 2010
Feature | @gdahlby Can you be a leader without the ability to hire/fire? #leadershipchat In education, teachers by the score are serious leaders. -8:33 PM Nov 23rd, 2010
Feature | @ldiomede@berkson0 No, you can’t – u have 2 have confidence 2 hire ppl smarter than you. And know how 2 surround yourself w/smart ppl #LeadershipChat -8:32 PM Nov 23rd, 2010
Feature | @JoeCascio@swoodruff I have experienced enough “bad apples” in my career to know that the sooner and quicker the removal, the better. #leadershipchat -8:32 PM Nov 23rd, 2010
Feature | @gagan_s Interesting disc on motivating vs manipulating team members. Guess it depends on goals. Whether they are shared or not. #leadershipchat -8:32 PM Nov 23rd, 2010
Feature | @mantywebdesigns I’m negotiating bedtime with a five year old– leadership in action And, no, I can’t fire him. #leadershipchat -8:31 PM Nov 23rd, 2010
Feature | @pprothe Yes – there are other ways to lead RT @berkson0: Can you be a leader without the ability to hire/fire? #leadershipchat -8:31 PM Nov 23rd, 2010
Feature | @livepath@berkson0 I’d say you’d be a manager in that position – perhaps a natural leader but in a position really lead. #leadershipchat -8:31 PM Nov 23rd, 2010
Feature | @pprothe@cloudspark Agree – have worked more than once on team with highly toxic people. They sap energy, productivity, innovation #leadershipchat -8:30 PM Nov 23rd, 2010
Feature | @swoodruff@steinerm If they don’t want to excel, and perform a dead-end task satisfactorily…maybe u keep until new blood is found. #leadershipchat -8:30 PM Nov 23rd, 2010
Feature | @cloudspark@pprothe fr experience, toxic team members need to be cut out asap. teams do better, co’s do better, bottom lines do better #leadershipchat -8:30 PM Nov 23rd, 2010
Feature | @heidicohen Can b hard 2 do=>RT @pprothe 1 toxic person drag down team. Remove toxicity if u can; if not, focus on 12% they do well #leadershipchat -8:28 PM Nov 23rd, 2010
Feature | @swoodruff@steinerm The role of a leader/boss/manager is not to babysit. Cajoling isn’t leading. Fire quickly if unwilling to work. #leadershipchat -8:27 PM Nov 23rd, 2010
Feature | @quality1@LisaPetrilli I think passion is a driver, and giving ownership builds loyalty. I do this now, wish I had been wiser earlier #leadershipchat -8:27 PM Nov 23rd, 2010
Feature | @pprothe One toxic person can drag down an entire team. Remove toxicity if you can; if not, try focusing on 12% they do well #leadershipchat -8:26 PM Nov 23rd, 2010
Feature | @LisaPetrilli@quality1 I always asked the ppl who worked 4 me what they were passionate about & gave oppt’s 2 try new things when possibl #LeadershipChat -8:25 PM Nov 23rd, 2010
Feature | @heidicohen Gr8 idea if they r willing 2 tell RT @quality1: RT @LisaPetrilli Ask them directly what motivates them? #leadershipchat -8:25 PM Nov 23rd, 2010
Feature | @cr8tivejen Agreed! RT @livepath Trick is knowing operational styles of ppl you are working w/ & adapting your style to work w/ them. #leadershipchat -8:24 PM Nov 23rd, 2010
Feature | @cloudspark agree, those that counter, sap motivations of teams need to be cut or moved. quickly. #leadershipchat -8:23 PM Nov 23rd, 2010
Feature | @swoodruff@steinerm If you’ve given your best shot at trying to motivate and they refuse to perform, they are an anchor, not a worker #leadershipchat -8:23 PM Nov 23rd, 2010
Feature | @pprothe RT @livepath: Trick is knowing the operational styles of the ppl you are working with and adapting your style to work with them. #leadershipchat -8:23 PM Nov 23rd, 2010
Feature | @livepath Trick is knowing the operational styles of the ppl you are working with and adapting your style to work with them. #leadershipchat -8:23 PM Nov 23rd, 2010
Feature | @fredmcclimans Anybody willing 2 admit they’ve unintentionally crossed the line from motivation 2 manipulation (lesson learned myself)? #leadershipchat -8:23 PM Nov 23rd, 2010
Feature | @quality1 RT @LisaPetrilli ..ask them directly what motivates them, what theyd love to be “driving” if given …#leadershipchat -8:22 PM Nov 23rd, 2010
Feature | @davidmcgraw RT @jolewitz: Love this discussion but have to go to airport to pick up my daughter – leaving now – thanks <<-Safe travels #LeadershipChat -8:19 PM Nov 23rd, 2010
Feature | @davidmcgraw@ldiomede As self aware as I am, I don’t always understand a person’s agenda or motivation. Can you expand your thoughts? #LeadershipChat -8:18 PM Nov 23rd, 2010
Feature | @heidicohen@CASUDI Believe that done well leadership is the journey. U need goals but how u execute against them is imp. #leadershipchat -8:18 PM Nov 23rd, 2010
Feature | @livepath Motivation undrestands there’s multiple ways to get things done. Manipulation asserts that there’s one right way #leadershipchat -8:17 PM Nov 23rd, 2010
Feature | @jolewitz Love this discussion but have to go to airport to pick up my daughter – leaving now – thanks all #leadershipchat -8:17 PM Nov 23rd, 2010
Feature | @CASUDI@heidicohen you mean no matter what get the job done OR the end justifies the means OR it’s the journey …#leadershipchat -8:16 PM Nov 23rd, 2010
Feature | @ckburgess#LeadershipChat Leaders and motivators are winners, manipulators are losers who produce resentment and discord. -8:16 PM Nov 23rd, 2010
Feature | @davidmcgraw Good one. RT @livepath: Motivation= When I see U coming, I know Ill have more to do, but somehow, Ill like U better for it!” #LeadershipChat -8:15 PM Nov 23rd, 2010
Feature | @livepath That was said of one of the best leaders I’ve worked with… awesome guy whom I aspire to emulate. #leadershipchat -8:15 PM Nov 23rd, 2010
Feature | @CASUDI@pprothe deff depends on the intent ~ however don’t think manipulating should always be considered bad #leadershipchat -8:14 PM Nov 23rd, 2010
Feature | @ckburgess#LeadershipChat Just as beauty is in the eye of the beholder, leadership is best viewed through the yes of the follower. -8:14 PM Nov 23rd, 2010
Feature | @swoodruff@DavidHolzmer In the end, I think the manipulator views others as objects – means to an end. And that’s not real leadership. #leadershipchat -8:13 PM Nov 23rd, 2010
Feature | @berkson0@lisapetrilli and yet talented ppl are thrust into leadership positions hoping they will “grow into it”. How can we tell? #leadershipchat -8:13 PM Nov 23rd, 2010
Feature | @DavidHolzmer Also tied into the issue of manipulation is the notion of respect. Does the leader view others as colleagues or as objects? #leadershipchat -8:12 PM Nov 23rd, 2010
Feature | @pprothe@CASUDI but I think of manipulation as sinister; agree that leaders must influence, direct, motivate; depends on intent, no? #leadershipchat -8:12 PM Nov 23rd, 2010
Feature | @sixuntilme A leader doesn’t always have to be manipulative. Not all manipulators are leaders. Integrity needs to be part of leading. @#leadershipchat -8:12 PM Nov 23rd, 2010
Feature | @swoodruff Someone who is manipulating is leading. But it’s for selfish reasons. #leadershipchat -8:12 PM Nov 23rd, 2010
Feature | @steinerm it can be both. RT @swoodruff: Dictionary.com on Manipulate: to manage or influence skillfully, esp. in an unfair manner #Leadershipchat -8:11 PM Nov 23rd, 2010
Feature | @CASUDI@pprothe doing whatever it takes to get something done (as a leader) can get interpreted as manipulative? #leadershipchat -8:11 PM Nov 23rd, 2010
Feature | @DavidHolzmer My thought:manipulation cannot exist in a vacuum. Just like a fungus, it needs an unhealthy environment 2 support it. #leadershipchat -8:09 PM Nov 23rd, 2010
Feature | @pprothe#leadershipchat – @fredmcclimans – that’s a slippery slope. If trying to maniuplate, up to something? Sounds very unauthentic, un leader -8:09 PM Nov 23rd, 2010
Feature | @swoodruff I think leadership and manipulation involve a lot of the same behaviors – but it’s purpose/intent that makes the diff. #leadershipchat -8:09 PM Nov 23rd, 2010
@Robert_Rose@fredmcclimans — I guess I would say no (to can they co-exist) and ask why one would ever endeavor to be manipulative #LeadershipChat -8:08 PM Nov 23rd, 2010
@DavidHolzmer Hm. Great question Fred! I think when it no longer supports mutually agreed-upon goals and methods. #leadershipchat -8:07 PM Nov 23rd, 2010
@fredmcclimans Okay, serious question for you all: At what point does Leadership become Manipulation? Can they co-exist (deftly)? #leadershipchat -8:06 PM Nov 23rd, 2010
@mantywebdesigns Here, too. Come over and join the conversation. RT @livepath: Sorry for the noise coming up — Im participating in #leadershipchat -8:06 PM Nov 23rd, 2010
@livepath In the words of Linda Richman, “The chick pea is neither a chic nor a pea. DISCUSS.” Oh, sorry. Not my chat. #leadershipchat -8:06 PM Nov 23rd, 2010
@swoodruff@lisapetrilli, who is that at the mic? Can you see? Is that Dan Perez? Which courageous leader will start? #leadershipchat -8:05 PM Nov 23rd, 2010
@swoodruff@livepath Howdy, Leigh – welcome back to the most brain-building hour on the Internet! Well, it sounds good… #leadershipchat -8:04 PM Nov 23rd, 2010
@Robert_Rose@swoodruff – right back atchya… Been burning the midnight oil and missin’ me some #LeadershipChat. Glad to be able to attend -8:03 PM Nov 23rd, 2010
@swoodruff Lisa and Steve welcome you to the first Open Mic edition of #LeadershipChat. Roll out a question or a theme and let’s talk! #leadershipchat -8:01 PM Nov 23rd, 2010
@DavidHolzmer Howdy Y’all. Glad to be here for another hour of fun and enlightenment! #leadershipchat -8:01 PM Nov 23rd, 2010
@jolewitz I’m here for as long as I can -need to leave soon to p/up my daughter at airport #LeadershipChat -7:59 PM Nov 23rd, 2010
@Robert_Rose RT @lisapetrilli: Grab a cocktail/beverage of your choice plus a comfy chair & please join us in 3 minutes for #LeadershipChat ! -7:59 PM Nov 23rd, 2010
@berkson0 RT @lisapetrilli: Grab a cocktail/beverage of your choice plus a comfy chair & please join us in 3 minutes for #LeadershipChat ! -7:58 PM Nov 23rd, 2010
@ckburgess RT @LisaPetrilli: Grab a cocktail/beverage of your choice plus a comfy chair & please join us in 3 minutes for #LeadershipChat ! -7:58 PM Nov 23rd, 2010
@ckburgess RT @swoodruff: Five minutes to #LeadershipChat – open mic tonight (free-flowing discussion of whatever is on your mind) – join in! -7:58 PM Nov 23rd, 2010
@LisaPetrilli Grab a cocktail/beverage of your choice plus a comfy chair & please join us in 3 minutes for #LeadershipChat ! -7:58 PM Nov 23rd, 2010
@LeadershipChat Five minutes to #LeadershipChat – open mic tonight (free-flowing discussion of whatever is on your mind) – join in! -7:57 PM Nov 23rd, 2010
@impactiviti Five minutes to #LeadershipChat – open mic tonight (free-flowing discussion of whatever is on your mind) – join in! -7:57 PM Nov 23rd, 2010
@connectionagent Five minutes to #LeadershipChat – open mic tonight (free-flowing discussion of whatever is on your mind) – join in! -7:57 PM Nov 23rd, 2010
@swoodruff Five minutes to #LeadershipChat – open mic tonight (free-flowing discussion of whatever is on your mind) – join in! -7:57 PM Nov 23rd, 2010
@swoodruff 30 minutes to #LeadershipChat. It’s like an Italian family gathering on-line, even if you’re Dutch or Canadian or mongrel like me. Join us! -7:33 PM Nov 23rd, 2010
It was perhaps one of the more interesting tweets that I’ve seen all year. It was simple in it’s focus and deep in it’s meaning. 
GAMIFICATION. I just love that word. Maybe it’s the similarity to the Red Hot Chili Pepper’s song “Californication”. Or maybe it’s the fact that while it isn’t one of the Seven Deadly Sins, it sure sounds like it belongs – especially the way it has become such a part of mainstream business culture today.
To make the game interesting and competitive, Foursquare allows game players to earn badges and points for frequenting both new and previously visited merchants, locate/follow friends, broadcast their own check in locations and boast of achievements to their friends via social media (“I am the Mayor of Starbucks!”).
I was talking recently with my #ProfServ co-moderators Alan Berkson and Kelly Craft about Value Pricing and all I could think about was McDonald’s. No, I’m not a fan of their food and haven’t eaten there in ages – it was their product & pricing strategy that kept coming to mind, what they call their Meal Bundles: the Dollar Menu, the Extra Value Meals, the Mighty Kids Meal and the every-kid-must-have-one Happy Meal.
It started with a single, simple, question put to me by a good friend: “What are the key qualities needed to be a leader in customer service?” There are, of course, a great number of existing text books, essays, blogs, etc. that address “best practices” in customer service, so answering the question with an easy answer was, well, easy. Too easy. So, as I often do, I stepped back and took a look at the question in its true context.
It’s hard to think of any aspect of any market sector that doesn’t involve, or revolve around, influence. Back on October 7th, Steve Loudermilk (@loudyoutloud) and I tried a novel approach to our Analyst Relations/Influence chat (#ARchat) by engaging in a joint chat session with #B2Bchat, the B2B chat hosted by Ksenia Coffman (@kseniacoffman), Jeremy Victor (@jeremyvictor), Andrew Spoeth (@andrewspoeth) & the crew at @b2bento. 
#LeadershipChat is hosted each Tuesday at 8pmET by 
-9:31 PM Nov 30th, 2010
