“Embracing Honesty in the Workplace” (Steven Gaffney)

Steven Gaffney: “Embracing Honesty in the Workplace”

Communications expert and author of several books on honesty, Steven Gaffney shares some of his wisdom in this energetic interview.

Here’s what Mr. Gaffney covered for us:

  1. You say the #1 problem you see in organizations is the lack of open/honest communication…
  2. It seems that one of your core messages is that it’s not about what people are saying, but what they’re not saying.
  3. People often avoid talking about the “elephant in the room.” Does it become too much of a distraction if we DON’T talk about it?
  4. This is an interesting niche and you’ve built quite a brand around honesty. How did this come to be?
  5. What about performance reviews? Should these be done in real time, rather than waiting for them as a calendar event?
  6. I’ve had execs tell me that their people – when asked if there’s anything they’d like to share (at a meeting, for example) – say nothing. This is clearly a symptom of what?
  7. We hear so much about “accountability.” How can we actually make it work?
  8. Speaking of meetings, how can we hold more effective ones that aren’t dreaded by staff?
  9. I find that most folks have a tough time apologizing and have to wonder … is it because they’re seeing guilt/blame/fault/shame when it’s really just about responsibility?
  10. When something goes sideways in a customer relationship (ball gets dropped) is it just best to come clean right away?
  11. You say honesty grows a business. Help us connect those dots.
  12. When you have an employee with a proven track record of dishonesty, what should you do?
  13. We often hear people begin with, “To be honest with you…” Is this good or bad?
  14. You say that many of us assume we’re usually right when in fact we’re more often wrong about our assumptions.
  15. You’ve got 21 rules for delivering difficult messages. Can you share a couple of those rules with us?
  16. You say that tone has 5 times more impact than the words we use…
  17.  What should we be doing to foster a culture of honesty in the workplace?
  18.  Does a lack of open/honest communication stifle innovation?

“The Impact of Being a CEO Without Awareness … and What to Do About It” (Ingar Grev)

Ingar Grev: The Impact of Being a CEO Without Awareness … and What to Do About It
With nearly 50,000 Twitter followers, Ingar Grev is:
• National writer for the Business Journals
• Served 7 years with the U.S. Navy
• Owner of The Growth Coach, DC

Here’s what Mr. Grev covered for us:

  1. You spent many years in the U.S. Navy – what can business leaders learn from military leaders?
  2. How can a business owner set themselves up to have a company that runs without them having to be there?
  3. You say that too many business owners have trouble making decisions…
  4. You shared a lesson on business growth as a result of a recent experience you had with your home security company…
  5. What are some of the warning signs that might alert a CEO that he/she lacks awareness?
  6. You say that, “They think they can strategize because they have the title of CEO…”
  7. What can you do about a CEO who REALLY needs a coach … but doesn’t see it for his/herself?
  8. How can a CEO know that they’re ready to handle growth?
  9. We hear a lot about accountability. How can we be more effective at holding others (and ourselves) more accountable?
  10.  You published a recent article on handling insubordination and dysfunctional teams…
  11. You have some thoughts on HOURS worked vs. VALUE of contribution from employees…
  12.  How involved should the CEO be in managing customer relationships?
  13.  One of your Business Journal articles a few years ago was titled, “It’s not about you when it comes to your business…”

“Beyond Referrals” (Bill Cates)

Bill Cates: “Beyond Referrals: How to Use the Perpetual Revenue System to Convert Referrals into High-Value Clients”

Bill Cates has authored 5 books and he is THE Referral Coach. Spend less than 30 minutes with us and you’ll be on your way to creating your own “Perpetual Revenue System.”

Here’s what Mr. Cates covered for us:

  1. When you were fresh out of college, you had a memorable work experience that sparked an awareness of this whole referral thing…
  2. I imagine some of our viewers are of the mindset, “If I deliver great service and my clients love me, then naturally they’ll want to recommend me, right?”
    How would you address this notion?
  3. This is not your first book on referrals – what is the BEYOND part, in Beyond Referrals?
  4. Are most people simply not asking for referrals? …why is that?
  5. Let’s say someone has just started a new job in sales. How much time should they expect it to take before a considerable amount of their business is coming from referrals?
  6. I recommend NPS – (Net Promoter Score) as a customer loyalty measurement tool to my clients and I’ve even interviewed Satmetrix’s CEO on this show. You say that measuring NPS is worthwhile, but that most companies are missing an opportunity for referrals…
  7. What should we do when a client says, “Yeah, just give Jim a call and tell him you got his number from me.”
  8. What are a few of the steps required to becoming more referable?
  9. You talk about the power of attending events with your clients…
  10. What is “Word of Internet” and how should we be leveraging it?
  11. You say, “The right introduction can make or break the referral process, and so we can’t leave it to chance.”
  12. A growing number of people are turning to online reviews. In your opinion, how powerful are review sites like Yelp, Google reviews, Angie’s list, and the like?
  13.  You say (and I agree!) that it’s important to keep the referral source in the loop…
  14.  When it comes time to reach out to a referral, what’s better, e-mail or phone?
  15.  You have a quick tip for getting referrals to open your e-mails…