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By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions  Photo by ROMAN ODINTSOV from Pexels There’s one complaint I hear the most frequently in my role as a consultant is this: Consultants are too expensive, and their engagements don’t often empower the businesses with self-sufficiency for when they leave the engagement. No wonder businesses hesitate to hire consultants! Consultants love a steady stream of income. But when they do this at the expense of businesses by keeping their fingers in the proverbial pie, that's not a good thing. I’m illustrating this point because it details a need most customers and clients crave--empowerment to solve their issues and chart their journeys. They don’t want to keep hiring consultants to solve their challenges. In the end, if consultants or any business can build in self-sufficiency as a part of their products and services, they'll deliver incredible customer value! Here are two examples of how I do this with my clients. The first one involved developing a Scrum process for a local manufacturer. The second involved creating a Voice of the Customer process for another local manufacturer. In both instances, I ensured they had all the necessary tools, procedures, and an action item list that contained all outstanding items requiring attention upon my exit. Both projects were a resounding success, and neither client needed to call me back to help solve any challenges related to their particular projects. One CEO said he would hire me again because I empowered them to chart their destinies, which differentiated me from other consultants he had worked with in the past. I’m giving you these examples because two principles apply, even if you’re not a consulting company. Here are two things you can do to build in self-sufficiency with your customers: Ensure Everything They Need to be Successful— During Their Buyer Journey Your buyer journey should be a seamless experience for your customers or clients. Automated tools can ensure customer interactions happen when needed, and the right system can deliver information at the right time to the right people. Anything you can do to make this a pleasant experience for them is certainly beneficial. After the Engagement is Over Ensure your how-to guides or any other information they need to succeed are thorough and easy to understand. If that doesn't happen, your customer service agents could be bombarded with calls, and your customers might get frustrated in the process. In the end, the whole idea is to empower your customers or clients throughout the process. When businesses can do this, they’ll deliver incredible value to their customers or clients! # # # Speaking of empowerment, our Accelerate platform can deliver exceptional value to businesses through automating repetitive, manual tasks. This software tool empowers employees to engage in higher-level functions because mundane tasks no longer consume their time. My strategic partner, Michael Cantu, and I detail this in our upcoming book, No-Nonsense Digital Transformation. It provides a step-by-step roadmap on how to prepare for and implement digital transformation initiatives in your business. If you’re interested in learning more, click the button below!
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By: Kathy Kent Toney, President of Kent Business Solutions  Photo by Courtney Kammers on Unsplash Years ago, I was offered a paying gig as a wedding singer. I had previously sung at several friends’ weddings for free, so I jumped on the chance to get paid for it. Little did I know this would be a BIG lesson in persevering under fire. First of all, I came down with bronchitis two days before the wedding rehearsal. Then, once I got there, I realized I had forgotten my music for one of the songs at home, which was a two-hour drive away. So, the pianist and I decided we'd practice that one song on the wedding day, which was not an ideal situation! The day of the wedding came, and I could sing, but I still wasn't in the best shape. but I was a far cry from feeling great. Because I felt unprepared and still sick, this got the best of me. What happened next was embarrassing-- Unfortunately, I forgot to change keys during the wedding in one section of that mostly unrehearsed song, and I kept singing that incorrect key throughout the rest of the song. Ugh! It sounded terrible! But I kept forging ahead, acting as if nothing were wrong at all, but inside I was mortified. Eventually, the pianist caught up with me, and thankfully I nailed the next song. Then the funniest thing happened during the reception. The groom said to me: “You sounded great, Kathy, but the pianist sure screwed up!” I almost burst out laughing, but instead, I thanked him and didn't say a word about what happened. However, the bride refused to talk to me. And then she refused to pay me! Although this experience wasn’t fun at the time, I can laugh now. Also, I learned several lessons on how to persevere during difficult situations, especially when you're in the spotlight. 1. Fake It Until You Make It When I made that mistake, I made a conscious decision to stay committed to my direction, knowing that doing anything else would only make it worse. I pretended I knew what I was doing, even if it was wrong. Lessons Learned: We all make bad decisions, but sometimes the best course of action is to stick to our guns IF the fall-out would be worse if you suddenly change course. This approach could work well if you're in a new role and need to inspire those around you to follow your direction. In either case, be confident in whatever choice you make. 2. Have a “Don’t Give Up Attitude” I committed to singing at this wedding, and I wasn't going to let anything stop me from doing that. I also didn’t let the mistake I made limit me from nailing the next song. Lessons Learned: Make a firm decision to do what you say you're going to do, even if times are tough. 3. Be Tenacious at Getting the Results You Want My perseverance in bugging the bride to pay me paid off; I got a check in the mail six months later. Even more important, the lessons I learned in perseverance with this gig were worth all the time, effort, and even embarrassment I experienced. Lessons Learned: Tenaciously pursue your goals. Then take stock of what you learned. Knowing that you can overcome specific challenges can help build a more profound ability to persevere under fire in the future, which produces even great tenacity. Speaking of challenges, are you in the midst of some that you're unsure how to overcome? Could you use an outside perspective on how to tackle them? If that's the case, I'd love to have a conversation with you! If it's not something I can solve, I have a whole network of alliance partners that I'd love to connect you with you. Sound good? Then click the button below to schedule a chat. By: Kathy Kent Toney, President of Kent Business Solutions  Are these current less-than-ideal circumstances testing your ability to be resilient? Could you use some tips for increasing your perseverance and endurance? Then check out the lessons I learned while working in a chocolate-covered almond factory! Last year I was asked to head up a three-day, 24-hour consulting gig, a time cycle study at a factory that makes chocolate-covered almonds. This project involved recording the cycle times of the processing equipment for each phase of the manufacturing operation. The catch was this--it was three days in a row, all three different shifts. At first, I balked at the idea. It just didn’t sound like my cup of tea! But I accepted the task and jumped in headfirst. In the end, it was a great experience, and I learned a ton. But before I get into the meat of what I learned, here’s a funny video—Lucy and Ethel as chocolate candy factory workers. So, what did I learn? Here are four things: 1. Always Be Open to Learning Something New I must say, I LOVE my sleep. The thought of a compromised sleep schedule did not sit well with me! But I knew that learning how to do time-cycle studies would be a great new tool to add to my toolkit. Lessons learned: Don't let your preconceptions box you in from discovering something new. 2. Forge Ahead in Situations That are Less Than Ideal Being covered in chocolate dust (I know there are worse things than this!), working with constant ear-deafening noise (even with ear protection), being exhausted, and staying alert were all challenges. But I kept keeping on, knowing the situation was temporary. Lessons learned: Even when your circumstances are challenging, keep putting one foot in front of the other. 3. Even the Best Things in Life Can Get Old Here's a fun fact--even the wonderful smell of chocolate can lose its appeal. It’s true! Like all things in life, too much of a good thing can get old. Constantly smelling chocolate, smelling like chocolate, and being around chocolate for three days was enough for me! Lesson learned: Too much of a good thing can sometimes be too much! "All things in moderation" is excellent advice. 4. Challenging Situations Can be our Best Teachers Wishing you were somewhere else during difficult situations rarely helps, but embracing the challenge as an opportunity to learn often does. The thought of my nice, warm bed was undoubtedly appealing but not realistic. I took the time to learn what I could during my zombie-like state, which helped pass the time. Lessons learned: Choosing to embrace difficulties as great opportunities to grow and overcome helps prevent the desire to escape. So, that's what I learned through my unique adventure! # # # Are you interested in receiving more leadership content like this? Then sign up to receive weekly tips on navigating the ins and outs of leadership. Click the button below to learn more! By: Kathy Kent Toney, President of Kent Business Solutions Being a leader is undoubtedly challenging these days. With the re-emergence of COVID and our ever-changing business environment, it can be challenging to sharpen the tools of our trade. In light of that, I thought I’d create a quick read of some of my favorite leadership quotes to help you on your leadership journey. # # # A man who wants to lead the orchestra must turn his back on the crowd. – Max Lucado Naysayers can get the best of us. Being effective as a leader involves not caring what others think to the extent that it doesn't negatively impact our actions. It's boldly charting our course to reach our goals and to lead those in our charge with compassion and purpose, no matter what detractors have to say. # # # I suppose leadership at one time meant muscles; but today it means getting along with people. - Mahatma Gandhi When I started early in my career, it was common for leaders to be coercive and lead more with an iron fist. I'm so thankful that times have changed! Great leaders know how to gracefully navigate the ins-and-outs of relationships, fueled by high levels of emotional intelligence. # # # Don't tell people how to do things; tell them what to do and let them surprise you with their results. – George S. Patton Who doesn't dislike micromanagement when we're the target? I used to love it when my managers would assign me a task and gave me the freedom to accomplish it. # # # The leader's task is to get their people from where they are to where they have not been. – Henry Kissinger I'm so thankful for leaders in my life that did precisely this—called forth the hidden talent in me so that I could step into leadership roles. If it weren't for them, I wouldn't be the President of my consulting firm and a Thinkers360 Top 10 Thought Leader and Influencer in Project Management! Their investing in and believing made it all possible! # # # The definition of success: To laugh often and much; to win the respect of intelligent people and the affection of children; to earn the appreciation of honest critics and to endure the betrayal of false friends. To appreciate beauty; to find the best in others; to leave the world a bit better whether by a healthy child, a garden patch, or a redeemed social condition; to know that even one life has breathed easier because you have lived. This is to have succeeded. -Ralph Waldo Emerson This quote is one of my all-time favorites. I used to have an abbreviated version posted on my cubicle wall when I worked in the corporate world. To me, if I can make a positive difference in someone’s life and leave the world a better place for me having been here, that’s true success! # # # I hope you enjoyed these quotes and that they will help you on your leadership journey! # # # Are you interested in receiving more leadership content like this? Then sign up for our weekly newsletter! It's chock full of leadership tips, including the latest news on digital transformation. Just click the button below to get started! By: Kathy Kent Toney, President of Kent Business Solutions  Photo by MART PRODUCTION from Pexels Did you know that not having the right culture in your organization can sabotage the best business transformation efforts, be it digital or otherwise? A recent study by Boston Consulting Group (BCG) discovered that organizations that emphasized culture were five times more apt to achieve breakthrough performance than those that ignored culture. Yet, many business leaders are unsure how to create these types of cultures. That’s why my strategic partner, Michael Cantu of Accelerate, suggests the following three tips to help transform your culture for success: 1. Encourage Your Team to Talk About Everyday Matters Let your team members know there won't be any repercussions for talking about what’s on their minds. Companies do best when they’ve created a culture where employees can come to management anytime and talk about their concerns or ideas. 2. Create an Expectation You Will Be Asking Your Team for Feedback Ask your employees regularly for ideas on the best way to do something. Doing so helps them understand that their feedback is vital and requires them to participate within the business actively. 3. Act Upon Those Items It's a good idea to talk with your employees about why you can't necessarily do what they're requesting right now. Then, make sure you give them a why. You would still want to keep their suggestion as a viable option and revisit it over time. Other Things to Think About Radical Acceptance One over-arching aspect companies would do best to keep in mind is practicing radical acceptance of their employees. Everyone has differing thoughts and ideas, and many people are afraid of voicing their own opinions or beliefs. This discipline involves accepting each team member's uniqueness. How to Handle People Stuck in Their Ways Have one-on-one conversations with employees who appear that they don’t want to change. During these meetings, it's crucial to create a safe place for them so you can discover reasons for their unwillingness to comply. You may be surprised to learn that some are willing to change. There may only be a disconnect in leaders’ minds. Next, ask them how you can help them become more adaptable to change. Some answers may be out of their control, but it's helpful if you can redirect them to what is within their power. If they refuse to change, consider looking for replacements. Bringing in others who champion the type of culture you want can help make your DX efforts run smoother than otherwise. Before you start replacing people, Michael Cantu has some advice: “I’ve rarely seen anyone that has been closed off when you talk to them, from a managerial perspective, who didn't open up when they realized their job could potentially be on the line. Either they have started looking for another job—because they don't want to change and do what's required—or they stepped up.” # # # This blog is an example of the content Michael Cantu and I have included in our upcoming book, No-Nonsense Digital Transformation. This book talks extensively about building exceptional teams and creating great cultures, so it isn't just for digital transformation fans. Are you interested in learning more? Then click the button below to get started! By: Kathy Kent Toney, President of Kent Business Solutions  Image by Gerd Altmann from Pixabay Did you know that over 70% of all digital transformation efforts regularly fail? There are many reasons for this, but many of these projects never succeed due to one often overlooked factor—not having the right organizational mindset. So, what are the qualities of a great mindset? It all starts with team members who:
These qualities are just the tip of the iceberg, so let's take a deeper dive into some four critical aspects of having a great mindset: 1. Honesty and Candor Creating a mindset of honesty and candor is essential to have successful teams. Team members should never devalue honesty. Candor involves naturally talking about things, without negativity, towards other team members. It's discussing what they can do better or how individuals can interact more effectively without pointing fingers. This also includes Care, which means having an attitude that you are all in this together. It involves determining how to best look after team members and being aware of how individual members are doing. For example, if an employee is stressed and has been working long hours, check in on them, and if they need it, consider letting them leave a couple of hours early one day. It’s the simple things like this that show you care. 2. Endurance Endurance is one of the most critical factors of continued success and is a large part of having a great mindset. Successful teams complete projects over and over again. It involves team members keeping their mindsets positive and making a decision to endure. 3. Visibility and Transparency This involves open communication with your stakeholders. It’s letting them know that you will have a mindset of honesty, candor, care, and transparency with them and that you will escalate issues when required. By doing that, you show leadership how much you care about the project, which will pay dividends throughout your work. 4. Change Management How you approach communication of planned changes has a powerful effect on mindset. That's why a good change management approach is essential—employees in an organization need to understand what's changing. That way, they can prepare themselves for the changes so that they can achieve the right mindset. Doing so is vital because this can change the whole organization's attitude and help create a more accepting environment of digital transformation. When you can do that, you're well on your way to a more successful digital transformation journey for your organization! **** Are you interested in starting or accelerating your digital transformation efforts, particularly in the area of ensuring employee safety? Then check out COVID Management Checklist! It automates engagement with your workforce, digitizes and centralizes immunization data, and allows for real-time tracking of compliance status. It helps keep your employees and workplace safe. Are you interested in learning more? Then click the button below for your FREE download! By: Kathy Kent Toney, President of Kent Business Solutions  Kansas City Chiefs Offensive Coordinator Eric Bieniemy & Head Coach Andy Reid It’s finally here—football! We’re excited here in Kansas City for the new season, and we’re rooting for the Chiefs to get back to the Super Bowl and win it for the second time in three years! We’re so blessed to have the Chiefs, a truly world-class organization, right here in good ‘ol KC. And how fortunate we are to have Head Coach, Andy Reid! Speaking of Andy, did you know he’s a process wizard? He’s an expert when it comes to following a consistent process that leads to success. In his own words, he said: “We focus on the process, we focus on what we can control.” Let’s dive into a few real-life examples, inspired by Andy, that can help you in your organization: 1. Hold Regular Creative Brainstorming Sessions At least once a week, he and his coaches brainstorm far-out-there play ideas and whiteboards them. Eric Bieniemy, the current Offensive Coordinator, puts it this way: "[There’s] no such thing as a bad idea, just as long as no one gets their feelings hurt. Some are better than others." And Andy is pretty hard to top when it comes to ideas.” Lots of times, he’ll find things that happened decades ago. For those of you who are familiar with the Shift the Rose Bowl Parade Right play in the Super Bowl LIV…that’s a great example. It dates way back to the 1948 Rose Bowl! Chad Henne, the back-up quarterback, once said: “Who sits here and finds these?” That’s Andy for you! Lessons Learned: Involve your staff, the creative minds in your organization, to brainstorm ideas. Be sure to think outside of the box. Hold regular meetings around this…put these sessions on your calendars. Also, don’t overlook resurrecting historical practices or ideas that have worked and modernize them. Then flesh out these ideas to prepare for the next step. 2. Hold Regular Meetings to Review Creative Ideas Every Tuesday, Andy Reid jots these ideas down on 5x7 cards that he passes out to his quarterbacks for review. Then, the group picks out a favorite or two, and the more outrageous, the better! Next, he tries them out at the next game. The Chiefs players love to look for his reaction when he uses that play...it’s usually a wink and smile to the onlookers. 😊 Lessons Learned: Again, schedule a recurring meeting on your calendar for reviewing creative ideas. Then, review them with key leaders. Have them tailor down your list for implementation in your organization. 3. Do the Necessary Prep to Be Game-Ready, Every Time Andy’s dedication to his work is legendary. He’s well known across the league for the amount of prep he puts into getting his team ready for every game. Here’s an example of that: Brad Childress tells the story of when he worked with Andy years ago. Every Friday evening, without fail, Andy would group text both him and then Offensive Coordinator Matt Nagy two options of the 15 opening plays for the next Sunday’s game. He could always expect the text, and it usually came during dinnertime! Then, they would meet the next day at 7:00 AM to go over the options. Lessons Learned: Set up a regular cadence of important activities, basically a process, that can lead to game-changing results. Be sure to involve key leaders to review game plans and adjust if needed, based on their feedback. These examples from Andy are just the tip of the iceberg…I’m sure he has many other systems that he consistently follows. In the end, his diligence to focusing on process is legendary for building winning teams. Just like Andy Reid’s persistence in following a weekly process, organizations that excel in today’s challenging business environment do the same. Streamlined, robust business processes that are consistently followed produce:
If your organization is interested in sprucing up its business processes, so you can more consistently win in all you do, I’d love to have a chat! Click the button below to get a time scheduled. By: Kathy Kent Toney, President of Kent Business Solutions  Image by jacqueline macou from Pixabay As a business leader, you’ve most likely encountered situations where you’ve had to deal with dishonest employees. As professionals, we can all admit to times where we've had to curb dishonest impulses in our lives.
It’s certainly not easy navigating these waters, so here are four tips to help you build trustworthiness, either for coaching employees or for yourself: 1. Choose the Path of Integrity Some people already have good moral habits, such as being honest, keeping confidences, refraining from gossip, and apologizing when appropriate. It may be more natural for them to live lives of integrity. On the other hand, some people have ingrained habits that lead to poor choices that compromise integrity. In the end, know that it’s a choice. Choosing to be a person of integrity may be the first step for some because, unfortunately, they may not want to be persons of integrity. That’s why they need to make that choice! Retraining the brain can also prove helpful for those who experience difficulty stopping negative thoughts before taking action on them. It involves taking those thoughts captive that lead to poor choices and then acting oppositely to make more positive choices instead. It may take a while to make this more of a habit, but it can prove effective in the end. 2. Follow Through with Commitments Good leaders and professionals do what they say they are going to do. There are a couple of ways to look at why this is difficult for people. Some people may overcommit themselves and are unable to complete all that's on their plate. Perhaps they routinely take on too many projects to prove to a superior that they are ambitious and a good employee. There are usually root issues related to this type of behavior. Finding the drivers behind the behavior and addressing them can help with over-commitment issues. Another reason could be that some people struggle with managing bandwidth. They may not know how much work they can take on. Perhaps an informal or formal time study of how much time they spend on projects could yield some insight to help with future planning. 3. Be Transparent The best pathway to transparency is to be authentic. People value real people. When employees or leaders hide behind a façade, not knowing who the person truly is can limit trust. If you or an employee is struggling with being transparent, a root issue could be a lack of self-acceptance. Many people put on masks because they don't think people will accept them if they are themselves. The best thing a person can do is realize they are a person of value and that even their weaknesses are just growth opportunities. Having an attitude that "this is who am I am" and embracing their weaknesses can lead to greater transparency. Strengthening trustworthiness takes time and due diligence. Test driving these tips could very well help you on your journey to getting there! # # # Are you interested in receiving more leadership content like this? Then sign up for our weekly newsletter! It's chock full of leadership tips, including the latest news on digital transformation. Just click the button below to get started! By: Kathy Kent Toney, President of Kent Business Solutions  Photo by Austin Distel on Unsplash Sav-vi-ness. I love how that word rolls off the tongue! And it’s a quality we would all do well to embrace. It means "shrewdness and practical knowledge; the ability to make good judgments." You combine that with "leadership," and that's a winning combo! So, what does it take to increase your leadership savviness? Here are five tips for raising your quotient: 1. Read, Read, Read We've all heard how important it is for business leaders to read regularly. Business icons like Mark Cuban read three hours a day, and Warren Buffet reads 500 pages per day! There's always audiobooks, YouTube, and even online classes you can take for those who don't like to read. The point is this: it keeps important concepts top-of-mind. Not only that, here are few other benefits:
And don’t we all need less stress in our lives! 2. Listen and Observe Intently Become a student of leaders you admire through critical listening and observation. Doing so can teach you a wealth of information. This approach works well with excellent leaders you admire and with whom you're personally acquainted. Even informal conversations with them can give you many nuggets of wisdom you can use in your everyday work lives. Also, observing how they lead can give you ideas of ways to emulate them. 3. Learn from Your Mistakes Many wannabe leaders hate making mistakes and don't take risks, limiting their ability to step into more responsible roles. On the other hand, great leaders know that making mistakes and learning from them is part of the process. It's a part of their course of development, though certainly, not intentionally. My advice to you is this: don't be afraid of making mistakes! Most managers are tolerant and understanding when you do, especially if you let them know you want to grow in taking risks. 4. Work with Mentors Great leaders became that way through mentors passing on their knowledge to them. I say “mentors” because having more than one is better than just one. If you don’t have any, start asking leaders you admire to mentor you, even if you think they might be too busy to do so. You may be pleasantly surprised when they say “yes”! 5. Practice What You’ve Learned Put into action all that you’ve learned. If you’re working with a mentor, develop an action plan and review progress during your follow-on meetings. Continually update your plan based on achieving your goals and new areas you want to grow in. And stick to it. Growing into a great leader requires due diligence and intentional effort. These are just a few tips to increase your leadership savviness. The key is to be open to learning from everyday experiences and from leaders you admire. # # # Are you interested in receiving more leadership content like this? Then sign up for our weekly newsletter! It's chock full of leadership tips, including the latest news on digital transformation. Just click the button below to get started!
By: Kathy Kent Toney, President of Kent Business Solutions
Photo by Tim Douglas from Pexels
Are you looking for highly effective ways to retain customers in our post-pandemic world?
Then keep reading! I interviewed one of my alliance partners, Roberta O’Keith. She has a +20-year track record of creating successful customer experience programs. Here are four tips she suggests on how to increase customer loyalty so your customers will keep coming back for more! 1. Ensure Employee Safety and Communicate This to Your Customers Make sure you train your employees on how to keep your work environment and customer areas safe. That builds trust with your employees, and hopefully, it will reduce employee turnover. Then, it's a good idea to talk with your customers about the precautions you're taking to ensure the safety of your employees, so they feel trust with your brand. Build this into your marketing strategy, specifically to build more awareness and brand messaging around making safety #1 within your company. 2. Listen to Your Customers You can do this through traditional channels such as surveys and phone calls. Also, be present by walking your customer journey to experience what your customers experience. Then implement that feedback. Don't just listen to your customers—collect and use that feedback to drive change in your organization. There are two other ways you can do this: Social Media Listen to what people post on social media about your company and then act on the feedback. Be Proactive Go out and talk to your customers. Be present during their experience with your brand so you can build stronger relationships. 3. Be Flexible Build-in flexibility within your company so you'll be able to pivot products and services more quickly because COVID isn't the only disruptive thing that will happen. Try to understand the holistic customer experience. In today’s uncertain environment, customers will be expecting more from companies. And if companies aren’t delivering on customers’ needs and expectations, they’re going to miss out and lose that customer base. 4. Personalize Your Approach Become more aware of how you treat your customers. Messaging needs to be more compassionate or empathetic. You also want to ensure that you're providing content relevant to your customers. It's essential that you train your employees on how to go about this. If they can go above and beyond just your average experience, customers will remember that, especially during these challenging times. In the end, when you can make their experience more personal, you'll build more loyalty. Bottom Line First, it’s critical that you understand your customers' experience and identify where to improve throughout that experience Second, COVID has brought to light issues with businesses processes or systems, and now's the time to address those issues. If you haven't already, you won't survive the next pandemic or global crisis. # # # Speaking of addressing issues, how would you like a leg-up on preventing customer issues before they happen? One great area to start is customer care. Sound interesting? Then download my FREE Customer Satisfaction Checklist. It can point out areas where you could potentially use improvement. |
Kathy Kent Toney
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