In the lead up to International Womens Day on March 8th, here are the two books that I keep on my desk at all times. They have equally inspired me to lift my game and boosted my confidence.
by Emma Issacs
“Stop Thinking, Start Doing: Why Action Beats Planning Every Time”.
Emma Issacs is the Founder and Global CEO of Business Chicks – a global enterprise operating in two continents and eleven cities as well as being Australia’s largest community for women. This is a book for everyone that is restless and thinks there is something more out there for them. It draws on her life and the lessons she has learnt by not waiting until she is ready but instead taking action now and figuring out the rest as you go along. In other words – you’ve got to learn to ‘wing it’. The energy that Emma has for inspiring others just jumps off the pages as you read it. The book is action packed with practical ideas on running a business, cultivating relationships, managing people and turning your dreams into plans. She also talks about the career/family juggle with great pragmatism and humour which resonates even more when you learn that she has five kids and another one on the way! If you are ready for your next step – read this.
The Coaching Habit. Say Less, Ask More and Change the Way You Lead Forever
by Michael Bungay Stanier
“Harlan Howard said every great country song has three chords and the truth. This book gives you seven questions and the tools to make them an everyday way to work less hard and have more impact”.
Without wanting to repeat the book title, I’m going to do it anyway. If you buy one book that will change the way you lead forever, then this is it. Without a doubt, the biggest pain point I hear from leaders that I coach is managing people. In this book, Michael Bungay Stanier offers a staggeringly simple proposition – it is the act of asking questions that is critical rather than having all the answers. For some leaders, it is a relief to know that they don’t need to know the answers all the time and they can tame the “advice monster” that lives inside us all. Through real life examples and a workbook format, you will become the expert in the seven questions that will help you build a coaching habit. And it will all make so much sense. With recommendations from Brenè Brown, Daniel H. Pink and now me, this book will ensure you’re in good company. 😊
As a female, I don’t think it is an unusual experience to grow up with a sense that you need to be a good girl. Do what you are told. Fit in with everyone. Look after other people. Don’t stand out. So while watching “Miss Americana” this week, the Netflix documentary about Taylor Swift, I was strangely reassured to discover that even this global superstar feels the same pressure. The pressure to be a good girl. To not speak out. She has felt this in a way that has paralysed her and left someone with millions of fans, feeling isolated and alone.
The pressure to be good can squash you into living a smaller life. It can stop you speaking up when you have an idea or when you see something that is wrong. Scarily, it can become second nature despite your best intentions. At one point in Miss Americana, Taylor sees herself saying sorry to the camera for speaking her mind and then gets angry at herself for saying sorry. Lana Wilson, the Director, can be heard off camera recognising the contradiction “It’s because we are trained to say sorry”. “Yeah, we legitimately are” acknowledges Taylor.
Being a parent makes me even more aware of this and I actively look for other words to use to praise or encourage my daughter. I remember that when she was at primary school I used to send her off with the words “Be brave, be kind and learn lots”. I had to work hard to re-wire my brain on this as “Be good” was kind of the default phrase that just rolled off my tongue. But I actively worked on it and still do today.
The good news from “Miss Americana” is that I feel like this is the beginning of a new era for Taylor as she has found her voice and the confidence to be true to it. Bring it on! Being a good girl is over rated. We can seek inspiration in the words of Taylor herself – “Haters gonna hate, hate, hate, hate, hate. Baby, I’m just gonna shake, shake, shake, shake, shake. Shake It off, Shake It off”
Full Disclosure. I am a Taylor Swift fan (we call ourselves “Swifties” 😊) from way back. Miss Americana provides a unique perspective on Taylor and is a must watch for especially those who want to find and use their voice. Plus you get to see how epic her concerts are, how loyal her fans are and how many photographers wait outside her door every day. Thank you Taylor Swift for being my guiding light, rocking my kitchen with your poems and bringing me so much joy.
Day one of the school holidays and I have already had a text from the school holiday programme that my children are reluctantly attending. It appears that there was a handstand gone wrong and a small injury has occurred. Luckily, nothing an ice block won’t fix when I pick them up later today. But it was a reminder to me that as a working parent, school holidays and working really don’t work that well together.
In the lead up to the school holidays, there are a number of loads that working parents carry. First the mental load of “what am I going to do during the holidays with the kids?”. This starts processing in my mind well before the start of the holidays and sits there like a stubborn gorilla refusing to move along. And with an average of 12 weeks of holidays a year compared to the 4 or 5 weeks of annual leave, that is a lot of gorilla time.
The financial load of school holidays can add up quickly when you consider that the cheapest programmes are around $50 per day but do range up to $150 per day for Robotics & 3D Design. For three children, it could add up to $9,000 annually out of your post-tax salary. A significant amount and not a surprise that the WEF reports that NZ currently has the most expensive childcare costs in the world.
Then there is the logistics load. How do I get to the holiday programme location for drop-off and then to work for the 9am team meeting? How much time do I need to factor in for realising that they needed spending money for an excursion that day and then locate a ATM with parking en-route to the programme?
Finally the most painful of them all, the load you carry when your children complain about having to attend these costly, logistically complex programmes. The protests of why they can’t just stay home during the holidays and how no one else needs to go to school holiday programmes. These complaints can start well in advance of the holidays but only for parents that give their children advance notice. These days, mine usually only find out the night before. Tip for young players.
The lack of quality, accessible and affordable school holiday solutions adds another layer of pressure into the lives of working parents. Pressure that is often invisible to others but very real to them.
If you are able to get some time off with your family these holidays, I do hope you enjoy it. As my friend Gretchen Rubin says – “The days are long but the years are short.”
I used to think that wanting your customers to love you was an unrealistic goal. But I was proved wrong last week.
On Instagram, Nadia Lim, one of the founders of My Food Bag posted a love letter she had received from one of her customers (who was aircrew on a flight she was taking). In the letter, the customer professed her love of My Food Bag and how it has changed her life. It seemed to me that receiving a customer love letter must be the ultimate in customer loyalty. When a customer feels so strongly about your company and the positive impact it has in their life, that they write you a letter (on a sick bag no less!) then pretty much you have reached loyalty nirvana.
Which is a quite funny really because I’ve never actually worked for a company that uses customers love letters as a metric for how successful they are being in building customer loyalty. Most often they use measures like Net Promoter Score (NPS), active members, points issued & redeemed or customer retention. I know those measures make logical sense, look good on a lean canvas and take up a table in the monthly report. But I think adding in a more emotional metric would be a useful addition. Not only would it paint a colourful picture for employees on what is resonating for customers (and the difference they are making) but it is just good for business. How we feel about a company will determine how likely we are to use them again, use them more or tell people about them.
If you’re not convinced that customer love should be one of your goals, that’s cool. I just think it invites so much more creativity from your employees than a goal of “Increase NPS to 14”. But maybe that’s just me.