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This Land of Strangers - Robert E Hall

This Land of Strangers

"..the most important book of the decade." — Richard Boyatzis, co-author of best seller Primal Leadership

Relationships, in all their varied forms, have been the lifetime study of Robert Hall. He brings a rare combination of experience as a researcher, consultant, writer, teacher and CEO in dealing with the real-world relationship challenges of modern organizations. When coupled with a decade of hands-on experience in the gritty world of inner-city homeless families it translates into a tapestry of vivid stories, well-researched and oft startling facts, and strategic insights that weave together the yet untold narrative of society's gravest risk and most stellar opportunity.

Troubled Times: Sound Advice From the Frog Pond

“Chorusing, the frogs appear as one cohesive unit to such a predator.” –  The Effect of Low-level Jet Overflights on the Natural Soundscape, Bernie Krause.

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If you work in a bank these days you are probably getting it from all sides. The President and the Congress are standing in line to beat you up both for making too many bad mortgages and not making enough credit available. Groups from afar are interested in executive compensation, reward programs and trips for sales and marketing people, the way advertising dollars are spent and even customer events. In addition, the very brand of ‘banking’ itself has been hit really hard. You may know what your core message was before the ‘fall’ but it may less clear now. You worry about the strength of your institution, its brand, the number of layoffs that may be in the offing and possibly the decline in your own retirement account. For those who have daily customer contact, the day-to-day is a little like a M*A*S*H Unit as bank staff deal with a steady stream of individual and small business customers who struggle with job loss, delinquent mortgage payments, struggling businesses, stiffer credit requirements, declining sales and depleted savings and retirement accounts.

Some insight from the frog pond is instructive. Bernie Krause reports on research that finds a cohesive chorus of frogs vocalizing in a synchronous relationship to one another is a key factor in survival from predators such as coyotes and great horned owls. So long as the chorus is in sync these predators are greatly deterred from locating and devouring individual frogs. The plot thickens, however, when low flying jets drown out the frog’s voices. The frogs immediately lose both their synchronicity and numbers of vocal members. Predations increased immediately and continued as it took the frogs several minutes to get back on track. The disruption of their relational chorus was life threatening.

Disparaging and predatory sounds coming from all sides can make it difficult for organizations to chorus in synchronicity around a single message. There is no magic wand but challenging times are also times of opportunity – especially if we can get everyone on the same page. Down markets are often where important battles for market share and customer growth take place. The discussions of bailouts and nationalization are issues over which most of our employees have little control. Our controllable opportunities are more likely to come from next door, the next teller line, or the next customer standing in line. As Peggy Noonan pointed out in a recent Wall Street Journal article: The comeback will be from the ground up and will start with innovation. No one trusts big anymore. In the future everything will be local. That’s where the magic will be. And no amount of pessimism will stop it once it starts.

I believe there are three key truths that we can embrace and even ‘chorus’ around in these tough times.

First, personal relationships are most valuable to our customers in times of challenge – like right now. The ability to connect and be a source not only of answers but also of compassion – even when we cannot resolve their financial bind – provides a unique opportunity to build the brand and the franchise. Lifetime customer relationships are more likely to be formed in these times. Leadership plus internal and external marketing that authentically promote enhancing personalized customer relationships can be a powerful source of currency in these times of loss.

Second, work communities that stick together by focusing on helping others – customers, other employees, other departments – will be more valuable in the face of fear and adversity. There is great temptation in these times for teams to become self focused and fracture. Teams that can find purpose and energy for serving others are more likely to be more successful and fulfilled in these turbulent times. We often do some of our best work and experience our greatest development in times of trouble.

Third, other members of our group – those other frogs in our pond – can be a key source for our own strength and resilience. Just like a cancer patient who volunteers to help the needy, nothing takes your mind off your woes like serving and helping others. In the midst of a team serving others, the team and its members are served. Nothing will eliminate the predatory risks we face. But being a good and giving team member makes for member relationships that provide the greatest reward and support.

The sirens of fear that fill our day can be like powerful jet engines that drown out the voice of purpose and solidarity key to our mission – at a time when we really need to be at our best. Now is a propitious time to join our voices and our actions, in the words of Jim Croce – like the ‘singin’ bird and the croakin’ toad,’ to take care of those who depend on us: our customers and those who serve our customers.

(Column appeared originally in ABA Bank Marketing magazine – April 2009)

By ROBERT E. HALL

Not to be reproduced without written permission. All rights reserved. © Copyright Robert E. Hall 2009

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