Karlin Sloan & Company
momentum
monthly leadership news from Karlin Sloan & Company
March 2009
In This Issue
Inspiration: Quote of the Month
Embracing Curiosity
World Changers Radio: Karlin Sloan Interviews David Batstone
Sustainability Report: Customer Solutions
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Coming in November 2009  "Leading a Resilient Organizaiton" wtih Karlin Sloan
Letter from the CEO
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In the past month I have had many conversations about leadership and resilience. What does it take to bounce back from crisis, and to weather any storm that comes our way? One common theme when looking at those people who survive and thrive under incredible pressure is the ability to remain curious, to ask questions, and to believe that there are always opportunities for growth, learning, and positive change. In this issue of Momentum we look at curiosity -- about our customers, about our opportunities, and about what our employees have to say.
 
Enjoy,

Karlin Sloan
Chief Executive Officer
Karlin Sloan & Company
be the change.
 
Inspiration: Quote of the Month
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"We keep moving forward, opening new doors, and doing new things, because we're curious and curiosity keeps leading us down new paths."                                     
                                                                                                     - Walt Disney

During challenging times we are often tempted to stop questioning, to just put our head down and get things done. The opposite is what keeps us on track - activating our curiosity, our best questioning, our insatiable appetite for understanding why, how, and what our opportunities might be. How are you keeping your curiosity alive? What are some questions you can ask about what is possible?

Embracing Curiosity
Mandala 100 x 100By Alison Musgrave

I've coached with many smart, accomplished leaders. They're where they are today because they know the answers, they've taken the risks, and they're able to persuade others to follow their vision. And they're so tired and upset by the fact that no one else lives up to their (own) high standards.   

So, what's the answer? Find more energy, lower your standards? I don't believe so. I think the key is to embrace curiosity and ask simple questions. When I explain that curiosity breeds excitement, which in turn leads to ideas and innovation and, more importantly, empowerment, heads nod -- give me some of that! How? It's simple: ask questions. The only rule is that each question has to contain the word you or your.

And so, leaders who previously didn't ask questions do so and their people react. As a leader letting go of being the expert, the one with the opinion, the way forward, all the answers, suddenly asking questions can freak people out -- and that's an opportunity for a leader to understand what kind of leader they are from their teams' perspectives.

For example, when one leader made the commitment to embrace curiosity and ask questions rather than provide answers he described the reaction he noticed from each individual team member: relief.  What did he learn about himself? He had previously provided all the answers; according to his team his leadership style was "my way or the highway." His team members stopped expending energy trying to bring their solutions into the conversation and waited for the answers to come to them.  When they were suddenly asked, "What do you think? What would you like to do? What's your perspective?" they showed great relief -- maybe things could change after all. What was their leader's reaction? In his words, "I felt great relief from my team and a positiveness within me."

Embracing curiosity -- it's simple, all you need are questions and an authentic curiosity around what someone else's answer (perspective) may be. And, if you want to learn more about your leadership style, pay close attention to how your team reacts when you ask questions. What do you think?  

World Changers Radio: Karlin Sloan Interviews David Batstone, Ph.D.
Listen to Karlin's March 9 interview with DR. DAVID BATSTONE on World Changers Radio: Ending Slavery in Our Time.

Twenty-seven million people are enslaved today. Not for Sale, founded by David Batstone, is a campaign of individuals, musicians, artists, people of faith, businesses, schools, and sports teams united to stop it. Everyone's invited. David Batstone, Ph.D., is a professor of ethics at the University of San Francisco. He is the founder and president of Right Reality, an international social venture firm. Batstone has authored seven books, including Not For Sale (HarperSF) and Saving the Corporate Soul  (Jossey-Bass). He was a member of the founding team of Business 2.0 magazineand has contributed articles to the New York Times, the Chicago Tribune, the San Francisco Chronicle, Wired, and SPIN. He is the recipient of two national journalist awards and was named National Endowment for the Humanities Chair at the University of San Francisco for his work in technology and ethics. Batstone appears regularly in USA Weekend, USA Today's weekend edition, as "America's ethics guru."

World Changers Radio airs each Monday from 9:00am to 10:00am CST (10:00am to 11:00am EST). Shows are re-broadcast 12 hours later and archived for on-demand listening.

Sustainability Report: Customer Solutions
Sustainability

It's our belief at Karlin Sloan & Company that organizational health and longevity is tied to measuring the "triple bottom line" -- people, planet, and profits. In 2009 we will be featuring brief Sustainability Reports that highlight opportunities to address organizational life from the perspective of sustainability.


During the enormous change that is happening in business right now, how do we keep our eye on what's really important -- our customers? How can we stay focused on what they want and need? What does focusing on our customer have to do with sustainability?
 
When we think of great customer service we may think of the local shops that know our name, treat us like we're valuable, and get us to feel like we're a part of their success. They ask us what we're looking for and often anticipate our needs. 

In many large companies we've forgotten the enormous benefit of developing a sense of community and meaning with each other and our customers. This may be as simple as a high-touch approach where customers get a personal call or email thanking them for their business, or as complex as launching a strategy to engage their sense of participation. Consumers right now want to be a part of something positive, and more and more they are researching the places their dollars go. They want organizations that support ecological or social sustainability.

Consumer research is demonstrating that if the price is the same they will chose the option that lets them feel they are supporting something positive every time.
 
Sprint has recently announced that they are targeting a 90% cell phone takeback or recycling program. Consumers are more loyal and more excited about brands that provide these "win-win" opportunities. Enterprise Rent-a-Car has just doubled their hybrid fleet and has established 80 branches specializing in renting hybrid cars. The move comes in direct response to customer demand, according to Jeff Morrell, Enterprise's VP of business development. "Whether they're traveling for business or pleasure, our customers continue to seek out environmentally friendly vehicle options," he says.

What kind of social contribution is your company making to the world, and how do you make customers feel that by purchasing your products or services they are contributing to something good?

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