March 2024 Top 3
This time of year is always a favorite of mine-- I enjoy Black History Month, and International Women's Day... as much as 'enjoy' is really a reflection of growth and introspection. That said, I came across this article a few months ago and it really sat with me for a bit. As a B-School alum, I have spent a lot of time reflecting on my leadership style and how I interact within the context of a team. It's important to me-- as is community. I have a very high inclusion score... ;)
Does DEI need a B? Why Belonging Is Becoming More Essential to Today’s Equity Initiatives
"Though definitions can vary across organizations, most describe belonging as a sense of psychological safety with others and the environment and general acceptance as feeling part of the group, not separate from it. “It’s a similar concept as trust,” says Christie Lindor, CEO & Founder of Tessi Consulting and Institute for Inclusion, and Professor at Bentley University. “You can tell someone they can trust you but only in your day-to-day actions and behaviors towards that individual is trust really earned. Belonging must be earned."
The renewed emphasis on this term comes with good reason. The feeling of belonging has been shown to have a direct impact on vital business metrics. According to research published at Harvard Business Review, high belonging was linked to a 56% increase in job performance, a 50% drop in turnover risk, and a 75% reduction in sick days."
I love this outcome based way of bringing the real goal of DEI together. It's something that everyone can participate in.
"Instead of chasing a specific trend or word choice, equity experts emphasize that any diversity initiative requires a holistic approach to your own organization and its needs."
The Magic Castle Hotel and the Genius of the Popsicle Line.
The Magic Castle Hotel is more than just a place to stay. It's an immersive experience that sets itself apart from typical hospitality offerings. Known for its unique 'Popsicle Line', the hotel provides guests with an unexpected, whimsical treat that elevates their stay into something truly unforgettable.
Many of the news articles on real estate this week have been focused on the sensationalized headlines of the very good change that's actually underfoot. I have talked about the popsicle hotline as a metaphor for truly great customer service for years. I don't love that the recent news cycle is treating the service that I do-- and think of as a wonderful evolution of my executive business experience like a used car salesman... but I do appreciate the dialogue.
What is the red phone? Famously the Magic Castle Hotel has a red phone pool side known as the "popsicle hotline". It's that simple. Call and get a free popsicle. On the surface, the hotel is dated, almost vintage and undeniably kitschy. The heart of the brand though is one of fanatical service and unexpected delight. The results? Phenomenal experience for what on paper is a very basic motel.
How has this impacted my work approach? Real estate is a profession that has a very low barrier to entry-- both expense and credentialing. It has the appearance of being very easy and what could be more fun that visiting beautiful homes? You can do this job with very little skill but you can also do this job and create a phenomenal experience. I am lucky to work in a market that has a very high level of practice-- almost all of our realtor brokers have a background in business, law and hold college degrees and often advanced education. Seattle is also a market that has taken the steps to create transparency within the MLS that are years ahead of the national news. I don't expect the market to change radically for buyers or sellers. I know for me, I'll still be trying to create phenomenal, unexpected experiences for my clients. I care greatly about them and know that they value my expertise, compassion, negotiation ability and mad excel skills.
AITA
Finally, spring is in the air and as much as am thinking more heavily at the moment about broader themes of service and customer experience, I am also taking some time for levity. AITA on reddit... I'll just leave this here.
The subreddit was created in 2013 by photographer and dog rescuer Marc Beaulac to determine if he had been inappropriately mansplaining a debate with female coworkers about the temperature of their office.
The subreddit gained popularity in of 2018. By July 2019, it had 1 million members, which it dubs "potential assholes". r/AmItheAsshole is based around the concept of posting situations from users' personal lives for judgement. Any user can make a post, beginning with "AITA", asking if they're an asshole for what they did in a situation they were involved in. Responders can judge, applaud, and give advice. It's often pretty off color... It's also often pretty darn funny. Thanks to my SIL, Lynn for the encouragement to check this out. It's been a source of levity and sometimes affirmation. :)
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