I had always dreamed of living and working outside the US and in 2009 I
working outside the US and in 2009 I
working outside the US and in 2009 I felt like my dream had come alive I’d
felt like my dream had come alive I’d
felt like my dream had come alive I’d been living and working in Paris for a
been living and working in Paris for a
been living and working in Paris for a few years and I loved everything about
few years and I loved everything about
few years and I loved everything about it the food the life on the streets the
it the food the life on the streets the
it the food the life on the streets the energy the language and particularly the
energy the language and particularly the
energy the language and particularly the culture
culture
culture I worked hard during the week but on the
I worked hard during the week but on the
I worked hard during the week but on the weekends people didn’t work they used it
weekends people didn’t work they used it
weekends people didn’t work they used it as a time to recharge if you put your
as a time to recharge if you put your
as a time to recharge if you put your mobile phone on a cafe table people
mobile phone on a cafe table people
mobile phone on a cafe table people would kind of look at you like something
would kind of look at you like something
would kind of look at you like something was wrong let alone if you took out a
was wrong let alone if you took out a
was wrong let alone if you took out a computer and started doing email so you
computer and started doing email so you
computer and started doing email so you can imagine my surprise when on a
can imagine my surprise when on a
can imagine my surprise when on a Saturday night in Paris I got a phone
Saturday night in Paris I got a phone
Saturday night in Paris I got a phone call and it was a work number I answered
call and it was a work number I answered
call and it was a work number I answered and to me even greater surprise someone
and to me even greater surprise someone
and to me even greater surprise someone from my company had called and offered
from my company had called and offered
from my company had called and offered me the opportunity to move to Brazil now
me the opportunity to move to Brazil now
me the opportunity to move to Brazil now to put it in perspective I had never
to put it in perspective I had never
to put it in perspective I had never been to Brazil I didn’t speak any
been to Brazil I didn’t speak any
been to Brazil I didn’t speak any Portuguese I didn’t know anyone from
Portuguese I didn’t know anyone from
Portuguese I didn’t know anyone from Brazil other than the person who had
Brazil other than the person who had
Brazil other than the person who had called me and I knew even more so that a
called me and I knew even more so that a
called me and I knew even more so that a lot of the people in our office didn’t
lot of the people in our office didn’t
lot of the people in our office didn’t speak much English
speak much English
speak much English and beyond our office most people in the
and beyond our office most people in the
and beyond our office most people in the country didn’t speak much English yet
country didn’t speak much English yet
country didn’t speak much English yet but again my dream was to live and to
but again my dream was to live and to
but again my dream was to live and to work outside the US and so I jumped into
work outside the US and so I jumped into
work outside the US and so I jumped into this opportunity and in 2009 I moved to
this opportunity and in 2009 I moved to
this opportunity and in 2009 I moved to South Paulo now this was just before the
South Paulo now this was just before the
South Paulo now this was just before the Olympics were announced and the economy
Olympics were announced and the economy
Olympics were announced and the economy was booming everybody was really excited
was booming everybody was really excited
was booming everybody was really excited that things in Brazil were changing and
that things in Brazil were changing and
that things in Brazil were changing and changing for the better but I realized
changing for the better but I realized
changing for the better but I realized that one of the reasons why I was
that one of the reasons why I was
that one of the reasons why I was invited to go to that and take the
invited to go to that and take the
invited to go to that and take the opportunity in Brazil was that to team
opportunity in Brazil was that to team
opportunity in Brazil was that to team there needed some fresh perspectives I
there needed some fresh perspectives I
there needed some fresh perspectives I remember my first day on the job though
remember my first day on the job though
remember my first day on the job though I was in a big meeting it was an all day
I was in a big meeting it was an all day
I was in a big meeting it was an all day review of all the elements of our
review of all the elements of our
review of all the elements of our business and traditionally the meeting
business and traditionally the meeting
business and traditionally the meeting was done in Portuguese of course I was
was done in Portuguese of course I was
was done in Portuguese of course I was the new boss and people wanted to try
the new boss and people wanted to try
the new boss and people wanted to try and accommodate and be inclusive and so
and accommodate and be inclusive and so
and accommodate and be inclusive and so they tried to speak some English but it
they tried to speak some English but it
they tried to speak some English but it was hard they did and they kind of
was hard they did and they kind of
was hard they did and they kind of struggled to the meeting at one point I
struggled to the meeting at one point I
struggled to the meeting at one point I remember even thinking I’m gonna sneak
remember even thinking I’m gonna sneak
remember even thinking I’m gonna sneak out and go to the restroom and as soon
out and go to the restroom and as soon
out and go to the restroom and as soon as I stood up everyone noticed I was
as I stood up everyone noticed I was
as I stood up everyone noticed I was leaving and they switched back to
leaving and they switched back to
leaving and they switched back to Portuguese I realized that wasn’t going
Portuguese I realized that wasn’t going
Portuguese I realized that wasn’t going to work I knew that language was going
to work I knew that language was going
to work I knew that language was going to be a big issue for my time in Brazil
to be a big issue for my time in Brazil
to be a big issue for my time in Brazil after a few months or actually even
after a few months or actually even
after a few months or actually even they’ve even asked over a few weeks I
they’ve even asked over a few weeks I
they’ve even asked over a few weeks I started to realize that things were
started to realize that things were
started to realize that things were getting better in the office but I was
getting better in the office but I was
getting better in the office but I was nervous about going outside the office
nervous about going outside the office
nervous about going outside the office was nervous about going out and visiting
was nervous about going out and visiting
was nervous about going out and visiting customers yet that nervousness didn’t
customers yet that nervousness didn’t
customers yet that nervousness didn’t didn’t last long
didn’t last long
didn’t last long suddenly a CEO of a large retail company
suddenly a CEO of a large retail company
suddenly a CEO of a large retail company located in a really rural part of Brazil
located in a really rural part of Brazil
located in a really rural part of Brazil had heard that I had moved to Brazil and
had heard that I had moved to Brazil and
had heard that I had moved to Brazil and he really wanted to meet of course I
he really wanted to meet of course I
he really wanted to meet of course I couldn’t refuse I asked my team if he
couldn’t refuse I asked my team if he
couldn’t refuse I asked my team if he spoke English and they kind of sort of
spoke English and they kind of sort of
spoke English and they kind of sort of laughed at me in the kind of fun way
laughed at me in the kind of fun way
laughed at me in the kind of fun way that Brazilians do to say you know that
that Brazilians do to say you know that
that Brazilians do to say you know that that’s definitely not gonna happen so I
that’s definitely not gonna happen so I
that’s definitely not gonna happen so I took the challenge I went to this really
took the challenge I went to this really
took the challenge I went to this really rural town and there wasn’t much there
rural town and there wasn’t much there
rural town and there wasn’t much there but there was a very lively Main Street
but there was a very lively Main Street
but there was a very lively Main Street and there was a big retail shop that
and there was a big retail shop that
and there was a big retail shop that sold electronics and computers and
sold electronics and computers and
sold electronics and computers and that’s the place where I was going I
that’s the place where I was going I
that’s the place where I was going I walked to the back of the shop through
walked to the back of the shop through
walked to the back of the shop through all the different things that they were
all the different things that they were
all the different things that they were selling and it was a little tiny
selling and it was a little tiny
selling and it was a little tiny conference room that was incredibly hot
conference room that was incredibly hot
conference room that was incredibly hot with no air-conditioning I was in a full
with no air-conditioning I was in a full
with no air-conditioning I was in a full suit and tie there’s a plate of kind of
suit and tie there’s a plate of kind of
suit and tie there’s a plate of kind of fresh Brazilian fruits on the table but
fresh Brazilian fruits on the table but
fresh Brazilian fruits on the table but it was really hot then the door swung
it was really hot then the door swung
it was really hot then the door swung open and this large gentleman with a big
open and this large gentleman with a big
open and this large gentleman with a big grey beard came and he was wearing a
grey beard came and he was wearing a
grey beard came and he was wearing a short sleeve shirt and he just gave me
short sleeve shirt and he just gave me
short sleeve shirt and he just gave me this big hug and had this huge smile on
this big hug and had this huge smile on
this big hug and had this huge smile on and you could tell that he was really
and you could tell that he was really
and you could tell that he was really glad I was there so he sat down and we
glad I was there so he sat down and we
glad I was there so he sat down and we started the meeting and he began
started the meeting and he began
started the meeting and he began explaining mostly in Portuguese but what
explaining mostly in Portuguese but what
explaining mostly in Portuguese but what was business challenge was and how he
was business challenge was and how he
was business challenge was and how he was hoping that technology could maybe
was hoping that technology could maybe
was hoping that technology could maybe help him in some new ways he was talking
help him in some new ways he was talking
help him in some new ways he was talking in Portuguese but he was so expressive
in Portuguese but he was so expressive
in Portuguese but he was so expressive and of course I brought someone with me
and of course I brought someone with me
and of course I brought someone with me from my team who I was hoping could help
from my team who I was hoping could help
from my team who I was hoping could help translate she had promised but quickly
translate she had promised but quickly
translate she had promised but quickly she realized he was speaking so fast
she realized he was speaking so fast
she realized he was speaking so fast they would be very hard to keep up so I
they would be very hard to keep up so I
they would be very hard to keep up so I just sat there and listened I listened
just sat there and listened I listened
just sat there and listened I listened intently I focused on what this person
intently I focused on what this person
intently I focused on what this person was saying I focused on their facial
was saying I focused on their facial
was saying I focused on their facial expressions I focused on their body
expressions I focused on their body
expressions I focused on their body language and how he was moving and I
language and how he was moving and I
language and how he was moving and I couldn’t quite understand all the
couldn’t quite understand all the
couldn’t quite understand all the content but what I could tell was he was
content but what I could tell was he was
content but what I could tell was he was very frustrated so in fact that’s the
very frustrated so in fact that’s the
very frustrated so in fact that’s the first thing I said and my colleague
first thing I said and my colleague
first thing I said and my colleague consequently translated I said literally
consequently translated I said literally
consequently translated I said literally I can feel that you’re frustrated and
I can feel that you’re frustrated and
I can feel that you’re frustrated and immediately his face lit up again he was
immediately his face lit up again he was
immediately his face lit up again he was so happy he started using a few more
so happy he started using a few more
so happy he started using a few more English words and he started expressing
English words and he started expressing
English words and he started expressing in more and more ways the challenges
in more and more ways the challenges
in more and more ways the challenges that he was facing at the end of the
that he was facing at the end of the
that he was facing at the end of the conversation what I learned was that he
conversation what I learned was that he
conversation what I learned was that he felt that someone had listened to him
felt that someone had listened to him
felt that someone had listened to him even though I didn’t speak the language
even though I didn’t speak the language
even though I didn’t speak the language I was so focused on trying to understand
I was so focused on trying to understand
I was so focused on trying to understand what he was saying that he felt I had
what he was saying that he felt I had
what he was saying that he felt I had listened he said most people that come
listened he said most people that come
listened he said most people that come to meet with him are there talking a lot
to meet with him are there talking a lot
to meet with him are there talking a lot and
and
and trying to sell things but that they’re
trying to sell things but that they’re
trying to sell things but that they’re not there to listen and as a result of
not there to listen and as a result of
not there to listen and as a result of my listening
my listening
my listening he felt respected he felt that we could
he felt respected he felt that we could
he felt respected he felt that we could build trust together and he felt that we
build trust together and he felt that we
build trust together and he felt that we could have a professional relationship
could have a professional relationship
could have a professional relationship and that was a successful meeting so I
and that was a successful meeting so I
and that was a successful meeting so I ran back to the office and I was so
ran back to the office and I was so
ran back to the office and I was so excited and I told my team what had
excited and I told my team what had
excited and I told my team what had happened and I said let’s go do more of
happened and I said let’s go do more of
happened and I said let’s go do more of these let’s go have more conversations
these let’s go have more conversations
these let’s go have more conversations with different kinds of customers and
with different kinds of customers and
with different kinds of customers and see what else we can learn in fact one
see what else we can learn in fact one
see what else we can learn in fact one of our founder of my company has a very
of our founder of my company has a very
of our founder of my company has a very famous quote on this concept of
famous quote on this concept of
famous quote on this concept of listening and that sometimes employees
listening and that sometimes employees
listening and that sometimes employees who are the most unaccustomed sewer the
who are the most unaccustomed sewer the
who are the most unaccustomed sewer the most unhappy can be some of your
most unhappy can be some of your
most unhappy can be some of your greatest source of learning and that
greatest source of learning and that
greatest source of learning and that definitely proved true in this case not
definitely proved true in this case not
definitely proved true in this case not only in that one meeting but in several
only in that one meeting but in several
only in that one meeting but in several meetings like it we learned so much that
meetings like it we learned so much that
meetings like it we learned so much that we changed our entire strategy for how
we changed our entire strategy for how
we changed our entire strategy for how we’re going to market in Brazil new
we’re going to market in Brazil new
we’re going to market in Brazil new campaigns new advertising new creatives
campaigns new advertising new creatives
campaigns new advertising new creatives fun social events and it changed the
fun social events and it changed the
fun social events and it changed the perception of what my product line was
perception of what my product line was
perception of what my product line was and our brand was in the market in fact
and our brand was in the market in fact
and our brand was in the market in fact it was such a success that we took
it was such a success that we took
it was such a success that we took Brazil from the 6th to the 3rd largest
Brazil from the 6th to the 3rd largest
Brazil from the 6th to the 3rd largest market in the world for PCs in two years
market in the world for PCs in two years
market in the world for PCs in two years we went through hyper growth people
we went through hyper growth people
we went through hyper growth people started wanting a car first as they got
started wanting a car first as they got
started wanting a car first as they got some income in Brazil and second they
some income in Brazil and second they
some income in Brazil and second they wanted a PC we were able to ride that
wanted a PC we were able to ride that
wanted a PC we were able to ride that momentum and really help build and grow
momentum and really help build and grow
momentum and really help build and grow a business and I was this hero but all I
a business and I was this hero but all I
a business and I was this hero but all I really did was listen and sit down and
really did was listen and sit down and
really did was listen and sit down and listen to our customers and what it was
listen to our customers and what it was
listen to our customers and what it was they had to say 2012
they had to say 2012
they had to say 2012 I moved to Hong Kong I had always been
I moved to Hong Kong I had always been
I moved to Hong Kong I had always been fascinated by Hong Kong I love big
fascinated by Hong Kong I love big
fascinated by Hong Kong I love big cities and one of the most exciting
cities and one of the most exciting
cities and one of the most exciting things about Hong Kong is this mix of
things about Hong Kong is this mix of
things about Hong Kong is this mix of East and West because in some cases
East and West because in some cases
East and West because in some cases people are speaking English and it’s
people are speaking English and it’s
people are speaking English and it’s very clean the streets and proper kind
very clean the streets and proper kind
very clean the streets and proper kind of British structured society and the
of British structured society and the
of British structured society and the other side sometimes the other side of
other side sometimes the other side of
other side sometimes the other side of town or even the other side of the
town or even the other side of the
town or even the other side of the street it’s people are speaking Chinese
street it’s people are speaking Chinese
street it’s people are speaking Chinese and they’re running around and it’s a
and they’re running around and it’s a
and they’re running around and it’s a lot more hectic and chaotic and a huge
lot more hectic and chaotic and a huge
lot more hectic and chaotic and a huge sense of energy I loved that mix of East
sense of energy I loved that mix of East
sense of energy I loved that mix of East and West but I was there for work and
and West but I was there for work and
and West but I was there for work and again on my first day on the job it
again on my first day on the job it
again on my first day on the job it wasn’t an easy one I remember an email
wasn’t an easy one I remember an email
wasn’t an easy one I remember an email that came in early that morning that
that came in early that morning that
that came in early that morning that said country performance in Asia and
said country performance in Asia and
said country performance in Asia and Hong Kong was ranked 14 out of 14 out of
Hong Kong was ranked 14 out of 14 out of
Hong Kong was ranked 14 out of 14 out of all the countries where we have
all the countries where we have
all the countries where we have significant presence in Asia it was the
significant presence in Asia it was the
significant presence in Asia it was the worst performing business unit in the
worst performing business unit in the
worst performing business unit in the world
world
world so I had to begin somewhere and I
so I had to begin somewhere and I
so I had to begin somewhere and I started with a listening tour and I went
started with a listening tour and I went
started with a listening tour and I went out and I scheduled filled up my Outlook
out and I scheduled filled up my Outlook
out and I scheduled filled up my Outlook calendar with probably close to a
calendar with probably close to a
calendar with probably close to a hundred meetings one-on-one meetings
hundred meetings one-on-one meetings
hundred meetings one-on-one meetings with team members and with colleagues to
with team members and with colleagues to
with team members and with colleagues to sit down and to ask them their opinion
sit down and to ask them their opinion
sit down and to ask them their opinion on what could be different this was
on what could be different this was
on what could be different this was incredibly unusual and everybody was
incredibly unusual and everybody was
incredibly unusual and everybody was talking about the new boss for a few
talking about the new boss for a few
talking about the new boss for a few reasons one I was breaking hierarchy I
reasons one I was breaking hierarchy I
reasons one I was breaking hierarchy I was sometimes going to different people
was sometimes going to different people
was sometimes going to different people in the organization without even
in the organization without even
in the organization without even speaking to their manager first second
speaking to their manager first second
speaking to their manager first second when I sat down I wasn’t telling in my
when I sat down I wasn’t telling in my
when I sat down I wasn’t telling in my opinion on what we should be doing but I
opinion on what we should be doing but I
opinion on what we should be doing but I was asking about them I was asking about
was asking about them I was asking about
was asking about them I was asking about their careers and what they had learned
their careers and what they had learned
their careers and what they had learned and their observations and what I
and their observations and what I
and their observations and what I learned was that there were so many
learned was that there were so many
learned was that there were so many great ideas but often there were people
great ideas but often there were people
great ideas but often there were people who weren’t in the right role or they
who weren’t in the right role or they
who weren’t in the right role or they weren’t set up to contribute in the
weren’t set up to contribute in the
weren’t set up to contribute in the right way or perhaps sometimes the
right way or perhaps sometimes the
right way or perhaps sometimes the hierarchy limited people hearing their
hierarchy limited people hearing their
hierarchy limited people hearing their voices but when I sat down to listen I
voices but when I sat down to listen I
voices but when I sat down to listen I learned enough great ideas to build a
learned enough great ideas to build a
learned enough great ideas to build a plan for how to go fix the business when
plan for how to go fix the business when
plan for how to go fix the business when I didn’t fully appreciate it at that
I didn’t fully appreciate it at that
I didn’t fully appreciate it at that time also was they just by listening I
time also was they just by listening I
time also was they just by listening I was earning the respect and eventually
was earning the respect and eventually
was earning the respect and eventually the trust of the people that I would
the trust of the people that I would
the trust of the people that I would work with to help make the plan
work with to help make the plan
work with to help make the plan successful
successful
successful I used this image because during the
I used this image because during the
I used this image because during the time that I was in Hong Kong there were
time that I was in Hong Kong there were
time that I was in Hong Kong there were also large protest movement of the
also large protest movement of the
also large protest movement of the students who were challenging the
students who were challenging the
students who were challenging the government because they felt that the
government because they felt that the
government because they felt that the government wasn’t listening to them and
government wasn’t listening to them and
government wasn’t listening to them and they put these post-its on a part of the
they put these post-its on a part of the
they put these post-its on a part of the city with their opinions and beliefs to
city with their opinions and beliefs to
city with their opinions and beliefs to try and encourage the government to
try and encourage the government to
try and encourage the government to listen to them very well connected later
listen to them very well connected later
listen to them very well connected later I moved to Beijing now Beijing and
I moved to Beijing now Beijing and
I moved to Beijing now Beijing and mainland China as we call it in Hong
mainland China as we call it in Hong
mainland China as we call it in Hong Kong had always seemed like the ultimate
Kong had always seemed like the ultimate
Kong had always seemed like the ultimate adventure and in Beijing I loved the
adventure and in Beijing I loved the
adventure and in Beijing I loved the culture and so much that was happening
culture and so much that was happening
culture and so much that was happening the traditional nature of what was going
the traditional nature of what was going
the traditional nature of what was going on there but I was assigned a very big
on there but I was assigned a very big
on there but I was assigned a very big task I was assigned to create a separate
task I was assigned to create a separate
task I was assigned to create a separate new division for my company in a world
new division for my company in a world
new division for my company in a world that was very different from what we had
that was very different from what we had
that was very different from what we had been doing and selling otherwise so far
been doing and selling otherwise so far
been doing and selling otherwise so far in China and I got to build my own team
in China and I got to build my own team
in China and I got to build my own team of sales and marketing and product
of sales and marketing and product
of sales and marketing and product management a customer support and
management a customer support and
management a customer support and engineering and all the different
engineering and all the different
engineering and all the different functions and treat it kind of like an
functions and treat it kind of like an
functions and treat it kind of like an incubated business unit to see if that
incubated business unit to see if that
incubated business unit to see if that we could do things differently it was
we could do things differently it was
we could do things differently it was hard but my second challenge was a
hard but my second challenge was a
hard but my second challenge was a little bit even more challenging and in
little bit even more challenging and in
little bit even more challenging and in some ways more fun and it was to be a
some ways more fun and it was to be a
some ways more fun and it was to be a sponsor for a millennial work force we
sponsor for a millennial work force we
sponsor for a millennial work force we hiring and retaining so many great fresh
hiring and retaining so many great fresh
hiring and retaining so many great fresh talents coming from University and MBA
talents coming from University and MBA
talents coming from University and MBA programs but the question was how could
programs but the question was how could
programs but the question was how could we make that experience better how could
we make that experience better how could
we make that experience better how could we help encourage them to stay even
we help encourage them to stay even
we help encourage them to stay even longer and to make sure that they had
longer and to make sure that they had
longer and to make sure that they had the skills to be really successful and
the skills to be really successful and
the skills to be really successful and contribute to the company I took both
contribute to the company I took both
contribute to the company I took both jobs very seriously and both of them
jobs very seriously and both of them
jobs very seriously and both of them helped really inform my experience in
helped really inform my experience in
helped really inform my experience in China I still remember my first meeting
China I still remember my first meeting
China I still remember my first meeting on that first day and it was to a large
on that first day and it was to a large
on that first day and it was to a large manufacturing customer now in China you
manufacturing customer now in China you
manufacturing customer now in China you can imagine there are a lot of
can imagine there are a lot of
can imagine there are a lot of manufacturing companies this one was
manufacturing companies this one was
manufacturing companies this one was located in a pretty big city and they
located in a pretty big city and they
located in a pretty big city and they had very big plant and I sat down with
had very big plant and I sat down with
had very big plant and I sat down with CEO of this company and she was so
CEO of this company and she was so
CEO of this company and she was so excited to meet and so excited to meet
excited to meet and so excited to meet
excited to meet and so excited to meet someone who maybe had some perspectives
someone who maybe had some perspectives
someone who maybe had some perspectives different than the people she met with
different than the people she met with
different than the people she met with in China and she told me about this
in China and she told me about this
in China and she told me about this situation she was facing she said you
situation she was facing she said you
situation she was facing she said you know business has been good in China we
know business has been good in China we
know business has been good in China we have a lot of demand for our
have a lot of demand for our
have a lot of demand for our manufactured products but increasingly
manufactured products but increasingly
manufactured products but increasingly there’s more and more competition and as
there’s more and more competition and as
there’s more and more competition and as a result of the competition our
a result of the competition our
a result of the competition our customers aren’t coming back to us
customers aren’t coming back to us
customers aren’t coming back to us they’re going to our competition and
they’re going to our competition and
they’re going to our competition and buying from them and what worried her
buying from them and what worried her
buying from them and what worried her more was that she was losing the
more was that she was losing the
more was that she was losing the feedback from our customers about what
feedback from our customers about what
feedback from our customers about what it would take to make products that were
it would take to make products that were
it would take to make products that were good for the long-term and how to evolve
good for the long-term and how to evolve
good for the long-term and how to evolve for product portfolio what I realized
for product portfolio what I realized
for product portfolio what I realized was that she needed customer loyalty she
was that she needed customer loyalty she
was that she needed customer loyalty she needs to find a way to create engagement
needs to find a way to create engagement
needs to find a way to create engagement with her customers so that they would
with her customers so that they would
with her customers so that they would come back the second big situation she
come back the second big situation she
come back the second big situation she talked about was and her employees she
talked about was and her employees she
talked about was and her employees she said she had a great work force but that
said she had a great work force but that
said she had a great work force but that she would train and invest in them and
she would train and invest in them and
she would train and invest in them and then they would often go and work for
then they would often go and work for
then they would often go and work for someone else
someone else
someone else sometimes just even for a little bit
sometimes just even for a little bit
sometimes just even for a little bit more money and she said all her great
more money and she said all her great
more money and she said all her great investment in training but sometimes
investment in training but sometimes
investment in training but sometimes just walk out the door and as I’ve
just walk out the door and as I’ve
just walk out the door and as I’ve reflected on that I reflected on the
reflected on that I reflected on the
reflected on that I reflected on the same importance of loyalty and that
same importance of loyalty and that
same importance of loyalty and that loyalty was what she needed to create
loyalty was what she needed to create
loyalty was what she needed to create with her customers as well as with her
with her customers as well as with her
with her customers as well as with her employees it was very clear that there
employees it was very clear that there
employees it was very clear that there was a connection between the two but if
was a connection between the two but if
was a connection between the two but if that’s what she needed what I didn’t yet
that’s what she needed what I didn’t yet
that’s what she needed what I didn’t yet know was how would I help her make it
know was how would I help her make it
know was how would I help her make it happen
happen
happen listening was what I reflected on as a
listening was what I reflected on as a
listening was what I reflected on as a possible solution and as I started
possible solution and as I started
possible solution and as I started talking and were thinking about my own
talking and were thinking about my own
talking and were thinking about my own experiment writing notes about those
experiment writing notes about those
experiment writing notes about those meetings and I reflected on my
meetings and I reflected on my
meetings and I reflected on my experience in Brazil and in Hong Kong
experience in Brazil and in Hong Kong
experience in Brazil and in Hong Kong and other places I realized that Brazil
and other places I realized that Brazil
and other places I realized that Brazil helped teach me how to listen to
helped teach me how to listen to
helped teach me how to listen to customers Hong Kong helped teach me how
customers Hong Kong helped teach me how
customers Hong Kong helped teach me how to listen to employees and in China I
to listen to employees and in China I
to listen to employees and in China I was starting
was starting
was starting find that I was teaching other
find that I was teaching other
find that I was teaching other businesses and other business leaders
businesses and other business leaders
businesses and other business leaders how to do both that there’s a strong
how to do both that there’s a strong
how to do both that there’s a strong connection because when you deeply
connection because when you deeply
connection because when you deeply listen to someone you hopefully earn
listen to someone you hopefully earn
listen to someone you hopefully earn their respect and they feel that you
their respect and they feel that you
their respect and they feel that you understand them and when you earn their
understand them and when you earn their
understand them and when you earn their respect you can earn trust and Trust is
respect you can earn trust and Trust is
respect you can earn trust and Trust is the foundation of a relationship and
the foundation of a relationship and
the foundation of a relationship and that’s how you can build an ongoing
that’s how you can build an ongoing
that’s how you can build an ongoing relationship with anyone that you’re
relationship with anyone that you’re
relationship with anyone that you’re working with or that you’re spending
working with or that you’re spending
working with or that you’re spending time with China it worked it worked for
time with China it worked it worked for
time with China it worked it worked for us in a big way we found a way to
us in a big way we found a way to
us in a big way we found a way to connect between customers and employees
connect between customers and employees
connect between customers and employees as I reflected so much of the
as I reflected so much of the
as I reflected so much of the conversations I was having I was writing
conversations I was having I was writing
conversations I was having I was writing and we started writing some articles and
and we started writing some articles and
and we started writing some articles and notes and eventually I wrote a whole
notes and eventually I wrote a whole
notes and eventually I wrote a whole book about what was happening in China
book about what was happening in China
book about what was happening in China and the connection between employees and
and the connection between employees and
and the connection between employees and customers when I looked around the world
customers when I looked around the world
customers when I looked around the world at examples where there was good
at examples where there was good
at examples where there was good engagement for companies of one or the
engagement for companies of one or the
engagement for companies of one or the other I found that they were often
other I found that they were often
other I found that they were often linked that there was strong engagement
linked that there was strong engagement
linked that there was strong engagement with employees that when costant when
with employees that when costant when
with employees that when costant when companies created a culture where they
companies created a culture where they
companies created a culture where they listened to employees those employees
listened to employees those employees
listened to employees those employees are motivated to go out and listen to
are motivated to go out and listen to
are motivated to go out and listen to customers because if a customer has a
customers because if a customer has a
customers because if a customer has a good idea or feedback or suggestion then
good idea or feedback or suggestion then
good idea or feedback or suggestion then you’re eager to go run and tell your
you’re eager to go run and tell your
you’re eager to go run and tell your manager about what you heard from the
manager about what you heard from the
manager about what you heard from the customer but if you don’t feel like
customer but if you don’t feel like
customer but if you don’t feel like there’s that culture of listening in
there’s that culture of listening in
there’s that culture of listening in your company like your managers aren’t
your company like your managers aren’t
your company like your managers aren’t going to listen to the feedback that
going to listen to the feedback that
going to listen to the feedback that you’re hearing from customers they don’t
you’re hearing from customers they don’t
you’re hearing from customers they don’t work so there’s this very strong
work so there’s this very strong
work so there’s this very strong connection between creating a culture of
connection between creating a culture of
connection between creating a culture of listening both for employees and for
listening both for employees and for
listening both for employees and for customers and it worked in China in our
customers and it worked in China in our
customers and it worked in China in our first year alone we became the fastest
first year alone we became the fastest
first year alone we became the fastest growing division for my company and
growing division for my company and
growing division for my company and continued from there we were hiring
continued from there we were hiring
continued from there we were hiring great people they wanted to stay on the
great people they wanted to stay on the
great people they wanted to stay on the team and our customers in the market saw
team and our customers in the market saw
team and our customers in the market saw we were doing saw how we were using
we were doing saw how we were using
we were doing saw how we were using technology and they wanted to learn from
technology and they wanted to learn from
technology and they wanted to learn from us sometimes people ask me the
us sometimes people ask me the
us sometimes people ask me the difference between hearing and listening
difference between hearing and listening
difference between hearing and listening and to me it’s very clear hearing is
and to me it’s very clear hearing is
and to me it’s very clear hearing is something that we do so often in our
something that we do so often in our
something that we do so often in our lives we might listen to headphones and
lives we might listen to headphones and
lives we might listen to headphones and we’re hearing music we’re hearing sounds
we’re hearing music we’re hearing sounds
we’re hearing music we’re hearing sounds around us we might overhear voices on a
around us we might overhear voices on a
around us we might overhear voices on a train or on the streets but it’s a
train or on the streets but it’s a
train or on the streets but it’s a passive exercise listening is something
passive exercise listening is something
passive exercise listening is something that’s active it requires focus it
that’s active it requires focus it
that’s active it requires focus it requires attention and so I encourage
requires attention and so I encourage
requires attention and so I encourage all of you whether you’re speaking to a
all of you whether you’re speaking to a
all of you whether you’re speaking to a a team member or a colleague coach a
a team member or a colleague coach a
a team member or a colleague coach a manager a friend a family member a
manager a friend a family member a
manager a friend a family member a teacher
teacher
teacher it’s an opportunity to step back and to
it’s an opportunity to step back and to
it’s an opportunity to step back and to close your laptop to put your phone away
close your laptop to put your phone away
close your laptop to put your phone away and to look at the person you’re
and to look at the person you’re
and to look at the person you’re speaking to and to intently and actively
speaking to and to intently and actively
speaking to and to intently and actively listen I believe that there’s an
listen I believe that there’s an
listen I believe that there’s an incredible opportunity in the world for
incredible opportunity in the world for
incredible opportunity in the world for better listeners that in a world where
better listeners that in a world where
better listeners that in a world where people are better listeners we can have
people are better listeners we can have
people are better listeners we can have deeper understanding even when people
deeper understanding even when people
deeper understanding even when people disagree a world where people understand
disagree a world where people understand
disagree a world where people understand different perspectives is a world I want
different perspectives is a world I want
different perspectives is a world I want to live in and I hope you’ll agree it
to live in and I hope you’ll agree it
to live in and I hope you’ll agree it can lead to a better world thank you
can lead to a better world thank you
can lead to a better world thank you [Applause]
”
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