In recent preparation for some out-of-town company, I panicked at the state of my house. The carpets had not been vacuumed, the bathtubs not scrubbed, and the mirrors needed glass cleaner, desperately.

A friend happened by as I was starting the feverish effort to get my house clean. When I explained the source of my stress, she asked how I could possibly think my house needed hours of attention. I pointed out the dust on the baseboard and dog hair in the entryway. She shrugged. Soon, we realized the obvious variable in this disagreement: the eye of the perceiver. Although the house didn’t meet my standards for how I wanted to present it to others, my friend considered it clean and tidy.

This interaction reminded me of similar conversations I have with my peers and clients. The observations of others may vary based on the lens through which they view the world. The direct communicator appears honest to her colleagues who communicate in the same manner, yet abrasive to her softer, more diplomatic associates. The micromanaging boss appears rigid in the eyes of his flexible and relaxed subordinates. However, to those with the same adoration for details and control, this behavior is appreciated and supported.

The eye of the perceiver and even our own viewpoint is insightful, but is still based on one individual with unique views and biases. It is the collective views of our friends, peers, and coworkers that solidify our reputation and, ultimately, what matters for success. Ignoring such information or considering only our own viewpoint may lead down a path of ineffectiveness, derailment, or dissatisfaction. Valid assessments provide a reliable platform for one to receive such aggregated feedback; however, for those who don’t have the opportunity to receive this information, there is certainly still value in the words of a trusted friend.

Earlier this month, Hogan’s Global Alliances team was proud to host nearly two dozen individuals from around the world for the first edition of Hogan University, later coined Hogan U. Held in Tulsa, Oklahoma, where the Hogan headquarters reside, the event featured three days of presentations, training sessions, and interactions with the Tulsa staff. As always, there were several opportunities for great food, drinks, and conversation to please all of us with high Hedonism and Affiliation scores.

Hogan U was created to accelerate the Hogan-related learning and orientation of our international distributors’ high-potential employees. The curriculum focuses on several primary interests from our distributor network, including direct selling techniques, marketing and social media tactics, competency-based solutions, and new Hogan products.

Further, the event provided significant takeaways for the Hogan team itself. For me, time with our global network always confirms an important perspective: each of our international distributors faces unique challenges in their respective territories; however, every market has an appetite for the use of personality assessments to predict performance. Our team is tasked with the challenge, albeit exciting, to understand each market intimately and address various challenges, all the while knowing that the need for valid, predictable personality assessments is everywhere.

We are thrilled that our international guests embraced the event whole-heartedly and received some great pieces of information to take back to their home countries and organizations. Personally, I’m also delighted our guests enjoyed Tulsa’s southern charm, honky-tonk and all.

For pictures of the Hogan U Welcome Reception and conference, please see our Facebook page.

Three days after the Super Bowl XLVII dust has settled, the Twittersphere is still buzzing with predictable comments, including Beyonce’s wardrobe choice, the funniest commercials, and what caused the 30-minute blackout. Not surprisingly, Ravens linebacker Ray Lewis was not excluded from popular trending topics. As many are aware, Lewis ended his NFL career on Sunday with his second Super Bowl win, a bittersweet day for Baltimore Ravens fans. While most of the attention around Lewis after the win on Sunday was positive, historically, Lewis’ reputation with the media has been quite controversial. (A quick Google search will give you all the grizzly details). Despite Lewis’ rocky past and the public’s love/hate relationship with him, his influence and impact on his team are indisputable. As another football great retires, there are a couple of key observations to glean from Lewis’ career as a leader.

The performance of his team

The qualities of an effective leader have long been debated and are still not well-defined. Dr. Hogan will tell you that the best determinant for measuring a leader’s success is by the performance of his/her team. Applying this principle to Ray Lewis, his success as a leader is clear. In a recent Yahoo! Sports article, former teammate Tony Pashos was quoted as saying “…you know what happens when Ray Lewis is in the locker room, and on the field? Guess what, you just maximized your entire salary cap, because everyone around him is playing at the highest level he can play. When I hear about the great ones like [Boston Celtics legend] Bill Russell, they say that he made everyone around him better. That’s Ray.”

His impact beyond raw talent

As many sports writers attest, Lewis did not earn his champion status based solely on his athletic talent. Although he has many accolades of which to be proud, including being selected in 13 Pro Bowls, receiving the NFL Defensive Player of the Year award twice, and two Super Bowl rings, his legacy will be known for much more. Sports writer Michael Silver states: “Because he ascended to the top of his profession on the strength of intangibles — work ethic, attention to detail, relentless passion, indefatigable drive — Lewis' locker-room cred is tremendous. I exist in a world in which players routinely take private jabs at one another, especially those whose outsized personalities cause them to become public caricatures. Yet I've never covered an athlete more revered by teammates and opponents than Lewis, who habitually exceeds the lofty expectations of the newcomers that enter the Baltimore locker room.”

Although there may be other determining factors that lead one to such legacy status, these aspirations should be weighted heavily when considering how to make the greatest leadership impact. By focusing on such objectives, current leaders may realize some of the same notoriety upon retirement, just like the football legend himself.

This past weekend, I made an impromptu trip to Kansas City to be with my grandmother in the hospital after a heart attack. Thankfully, the doctors are confident that the damage can be treated quickly and she may be able to return home soon.

During the time I spent with grandmother before returning back to Tulsa, we got to know the nurses and nursing assistants quite well and I couldn’t help but pay close attention to their every move. This is my grandmother, after all, and given the circumstances, my high Skeptical tendencies were out in full force. While we were very pleased with the majority of the staff, there were two nursing assistants that left a more lasting impression. 

First, there was nursing assistant A, let’s call her Nancy. During her 12-hour shift, Nancy performed all tasks very well (i.e., administering medication, assisting the patient with bathing, assessing the patient’s vitals and documenting them with the nurse). However, the positive impression Nancy left with us was not due to her technical skills alone. Nancy was upbeat, attentive, friendly, and understanding. She checked in on my grandmother frequently, brought her extra ice cream after room service was closed, and cracked jokes to lighten the mood. Without a doubt, Nancy made the hospital stay easier on my grandmother (and us).

Then, there was nursing assistant B, let’s call her Anita. Anita was from the hospital’s radiology department and transported my grandmother from her room to the lab for testing. Although Anita performed her primary task, she caused us all to be concerned with her interest and capabilities for doing so. As an example, Anita first approached my grandmother’s bed, asking her “Are you going down for X-rays now? I think that’s where you’re going”, while grabbing a piece of paper from her pocket to check the order. She failed to make any attempt to make my grandmother comfortable as she moved from her hospital bed to the gurney and when the R.N. asked Anita if there was an oxygen tank attached to the gurney, Anita glanced at the bed from several feet away and responded “Yeah, it looks like there is a tank.” It was apparent that Anita lacked the confidence, interpersonal skills, and motivators necessary for the role. 

This is another example of the importance of personality fit within a role. My colleagues Ryan Daly and Cheryl Dunlap shared stories of a rewarding and disappointing experience with organizations and our observations all share one common, albeit basic, theme: employing the right or wrong people for the job will leave a lasting impression on your customers. 

For young adults with long-term career aspirations in a creative industry (i.e. advertising, performing arts, design), getting to their dream job can be a challenge. For one, substantial job opportunities do not present themselves often without having prior experience. Further, securing internships to gain such experience can be equally difficult. Not only is it challenging to showcase one’s imagination and creativity through a standard résumé or online application, but some companies still believe interns are hired only to brew coffee and run errands. Why would you need a bright, imaginative candidate for that? Needless to say, it’s easy to see how talented individuals could be overlooked.

Although many organizations are sticking to conventional application methods, some have embraced processes that encourage creativity. Barkley, an advertising agency in the Midwest, uses an alternative process that leverages social media. To apply for an internship opportunity, Barkley asks candidates to submit up to 10 tweets with a designated hashtag that connects the agency to the candidate’s video application, blog entry, favorite site, and more.

Likewise, eager job applicants are challenging the traditional process and differentiating themselves with their résumé. Whether in the format of a Facebook page or an interactive web design, candidates are taking risks to get noticed. To clarify, such unconventional methods will likely have the intended effect when executed in an appropriate context. I might rethink the submission of a video application for a scientific research position.

Beyond these trends, one company has created a process that benefits both intern candidates and organizations. Fast Company released an article this week featuring Intern Sushi, a multimedia site aimed to restructure the internship application and search process within creative industries. Candidates join the site and create a “digital profile” which includes videos, art, and/or music that demonstrates their passion and talent. Additionally, organizations can view candidate profiles, schedule interviews, and track their application process.

When asked how she came up with the Intern Sushi name, CEO and Co-founder, Shara Senderoff, responded “The name says a lot about our attitude. It came from the idea that the attributes of a great intern match those of great sushi: presentation, sophistication, and innovation. Also, with sushi, everyone seems to be really picky about what they eat…Similarly, people should be picky about where they intern, and companies should be picky about who they hire.” This concept applies beyond creative industries and internships. Choose your employees wisely and be selective about where you choose to work. Don’t settle for less.

Goal setting; sound decision making; problem solving; networking, embracing diversity…these factors have more in common than their presence across worldwide competency models. The preceding competencies are some of the many skills acquired by a girl scout. As many may be aware, Girl Scouts of America is dedicated to the development and empowerment of girls through experiences, friendships, and learning opportunities. Although I’m fairly familiar with the organization — I was a brownie myself and my Aunt recently retired from her position as CEO of the Girl Scouts of Eastern Oklahoma — after further research, I was impressed to learn about the organization’s continual improvement efforts. Since its inception almost 100 years ago, the organization has progressed in conjunction with the issues facing young girls and with the evolution of women in business and leadership.

Last week, Fast Company released an article about the addition of an innovation component as part of the Girl Scouts’ curriculum. Young girls will be introduced to fields like web design and product development, and will work to obtain such honors as the “inventor” and “social innovation” badges. In today’s business environment, innovation is a key component of successful leadership. By providing these skills, the Girl Scouts are working to build strong female leaders for the future.

Beyond innovation, the Girl Scouts are offering programs focused on financial management, including “good credit,” “money manager,” and “budgeting” badges.

The new badges are among 136 unveiled in the Girl Scouts’ first program redesign in 25 years, the result of a years-long process in which scouts themselves laid out a list of skills they would like to learn. If it’s any indication how much things have changed, nearly 100 years ago, girl scouts were working toward “telegrapher” and “matron housekeeper” badges.

There’s something to be said about the balance maintained by the Girl Scouts. It’s essential for the organization to maintain the fun and flare that’s always been associated with being a Girl Scout, but also to remain forward-thinking and relevant. After reading about the organization’s program redesign, I was pleased to learn that such a balance is being achieved. Young girls will continue to enjoy Girl Scout traditions such as cookie sales, camping, and field trips, yet through these new programs, will become stronger students, community contributors, and eventually, leaders.

 

In a recent Harvard Business Review article, Dan Pallotta wrote a noteworthy entry, titled “A Logo Is Not a Brand,” which examines the importance of one’s brand beyond the logo, ads, and celebrity sponsors. As part of his piece, Pallotta refers to the implications customer service can have on a brand, for better or worse: “If the clerk at your checkout counter is admiring her nails and talking on her cell phone, she's your brand, whether she's wearing one of the nice new logo caps you bought or not.” 

It’s no surprise that customer-facing roles relate directly to patrons' experience and subsequent feelings about an organization. Typically, those with mediocre service remain unmentioned, and companies with the best and worst reviews can be sure they’re being talked about. At the top, two companies come to mind that excel at all aspects of the consumer experience: Zappos and Nordstrom. Although these two entities use varying tactics to maintain exceptional customer relations, their philosophies are quite similar:  strong customer satisfaction is key, trusting your employees is essential, and structured company policies are for the birds. 

Zappos
As depicted in a 2005 BusinessWeek article, it is apparent that Zappos recognizes the positive effects that result from creating a culture of customer centricity and taking care of its employees. Customers enjoy free shipping and repeat customers are rewarded for their loyalty by receiving free overnight or second-day delivery.

Zappos achieves outstanding satisfaction ratings by ingraining the concept of customer devotion companywide. Every new hire, from warehouse worker to HR manager, begins his or her employment with customer service training. Even CEO, Tony Hsieh, can be seen in the call center over the holiday surge. Zappos' extensive employee training initiatives may be pricey, but the direct and indirect benefits justify the costs; customers are happy and the Zappos brand receives positive word-of-mouth endorsements.

Employees enjoy a few perks as well, including 100% company-paid health insurance premiums and free lunch every day.

Nordstrom
You know your customer service has reached a premium level status when CEOs of other large retailers are striving to be like you. Former Wal-Mart Chairman and CEO David D. Glass states, “Outstanding customer service and Nordstrom are synonymous. Their standards of excellence are what we all shoot for.”

The department store's keys to success are described in the 2005 book “The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization.” In the book, Nordstrom discusses its view on talent acquisition, which includes hiring personable people that enjoy working with others and fulfilling clients’ needs. Once hired, Nordstrom ensures employees feel valued, trusted, and respected. The company gives employees freedom to use their discretion with any situation to achieve Nordstrom’s primary goal of outstanding customer service. Even Nordstrom’s employee handbook signifies their philosophy. Printed on a notecard, the 75-word policy manual states that there is only one rule: Use best judgment in all situations.

Given the aforementioned cases, it’s clear that customer centricity coupled with employee empowerment can fuel a company’s success for years to come. It all begins with hiring the right people, trusting their abilities to meet your number one goal, and communicating how much you value their impact to your brand, and your bottomline. 
 

It can be hard to remember all the great moments of the Oklahoma City Thunder’s season when sports announcers and writers have been more focused this week on the Thunder’s “collapse” after losing to the Dallas Mavericks in the Western Conference. Although many fans faced disappointment after Games 4 and 5 (especially those of us in Oklahoma), the Thunder’s hard fought third season should not go overlooked. At the forefront of the adolescent Thunder team is Kevin Durant, who sums up the season nicely in a tweet he released last night: “It's been a fun ride for us. We had 15 guys on this team and a whole city behind us. Everybody was great. We'll keep working hard."

Durant’s achievements make him nothing short of a superstar. In his short NBA career since his college stint as a Texas Longhorn, Durant has won such awards as NBA Rookie of the Year, 2-time NBA All-Star, and the youngest scoring leader in NBA history at 21 years of age, among many others. He is undoubtedly one of the most talented players in the league, yet also one of the most humble, genuine, and respectful. As I’ve started paying more attention to Durant’s performance on the court these past few years, what I’ve found most impressive is how he leads his team off the court -- by example.

In an article written by Daniel Locke on Durant’s leadership style, Locke states, “The best thing to occur during the ‘Summer of LeBron’ for the Thunder was Kevin Durant signing a five-year contract extension worth about $86 million.” His signing not only ensured that we can watch Durant carry the Thunder for several seasons to come, it also served as a great example of Durant’s character. There were no major press releases, countdowns, or TV specials; just a simple tweet to share his gratitude: @KDthunderup: “Extension for 5 more years wit the #thunder….God Is Great, me and my family came a long way…I love yall man for real, this a blessing!” Durant could’ve taken the route of LeBron and milked it for all it was worth, but that’s not his style. He’s been unafraid to remain true to himself, his upbringing and his values, all qualities that make him an admirable basketball player, individual, and leader.

After the devastating loss to the Mavs this past Monday night, Durant took full responsibility as the team leader. He stated he felt upset for letting his team and city down. We don’t often see this level of ownership from high-level sports figures, not to mention from leaders. Many leaders are not introspective; it’s easier to point a finger and make excuses for the team’s failure, but not for Kevin Durant. He remains committed to his team, the city for which he plays, and most importantly, to himself. His leadership should serve as a strong example for the leaders of the world, whether they lead on the basketball court, on the field, or in the boardroom. His leadership style is one of commitment and respect, while pushing himself and his teammates to perform to the best of their abilities.

By Hogan standards, Durant has proven himself a successful leader—you simply have to take a look at the success of the team he leads. Team success can be measured in a number of ways, and it’s safe to say that the Thunder have seen success, even without winning a NBA title… yet.

Whether they make your skin crawl or tickle your fancy, the use of cliches has spread like wildfire over the years. These phrases, defined by their overuse, have flooded our everyday lives, making it difficult to get through a full day without hearing or speaking several. Critics discourage their use, especially in writing, as their presence indicates a lack of imagination. Further, many of these expressions are so overused and unnecessary they can be categorized as pure fluff. There are few positive views on these hackneyed phrases; however, I tend to enjoy them (in moderation).

First, their origins fascinate me. As reported by Life Magazine, the expression "hair of the dog that bit you," a common idea for curing a hangover, is derived from the medieval belief that if bitten by a rabid dog, pressing the hair of that dog to the wound could cure the infection. The term "falling on the sword," meaning to offer resignation or accept the consequences of fault, can be found in the Bible in reference to King Saul falling on his sword to commit suicide while in battle with the Philistines. Second, and more importantly, I am impressed by their ability to deliver our thoughts in a concise, succinct manner that would be difficult to verbalize otherwise. In this sense, cliches create a common language which is beneficial as they carry so much information in only a handful of words.