The Power of Listening in Leadership

Scott T. Janney here. I’m a passionate entrepreneur with 20 years of experience spanning industries. Welcome to my newsletter!

In my newsletters you’ll find:?

• Tips on what I think it takes to succeed as an entrepreneur based on experience gained, lessons learned, and things I’ve read over the years.
• Takes on business, industry news, entrepreneurship, and anything else relevant to my experience/knowledge.?
• Stories about my current work as CEO of CXperks (MJB) that I hope will be useful for budding entrepreneurs and interesting for others.
• Valuable content that’s also entertaining. As my newsletter name suggests, I’ll aim to offer a good mix of business and entertainment.

In today’s newsletter, I’ll talk about the difference between upgrading equipment and upgrading customer amenities, along with why leaders should have listening hearts. Then, I’ll share some new tips and takes.

Upgrading Equipment vs. Upgrading Customer Amenities

I recently saw a post on LinkedIn from a Midas Car Care Centre employee discussing how they cut costs. They cut “unnecessary expenses” like coffee so they can invest into hiring better mechanics and using the latest tools and technology. Although I can see where he’s coming from, I think it’s very important that we don’t confuse upgrading equipment with upgrading customer experience. You can check out the post here.

Reflecting on a recent experience of mine, it's clear to me that while businesses may cut amenities to save costs, these amenities significantly impact customer satisfaction. During an unexpected 1.5-hour wait at Discount Tire for a minor repair, the absence of basic comforts like coffee and entertainment made the wait a frustrating experience. This experience didn't just impact my decision to use their services in the future, but also led me to share the frustrating experience with others.?

It's crucial to remember that minor perks can greatly enhance the customer experience, increase referrals/recommendations, and foster loyalty. That's why I am passionate about what we do at CXperks — providing businesses with entertainment including games, magazines, and trivia accessible via QR code or SMS, resulting in enhancing the customer environment and experience.?

Upgrading equipment and upgrading customer amenities are two completely separate things. They should be different line items with different focuses…sourced to different departments of a business with unique monthly budgets.?

Instead of getting rid of customer amenities, let's encourage businesses to maintain those small touches that make big differences - like coffee and entertainment. Leaders - if you’re in the position to make these decisions, I encourage you to do so. Listen to your customers.?

Leaders Should Have Listening Hearts

Being a leader requires you to have a listening heart and not one that’s shut off. You have to be willing and able to take advice and constructive criticism. If you can’t do those things, you have no business in leadership because you’ll emphatically fail.?

You must be willing to listen to everyone because you don’t know where you’re going to get good advice from (for instance, if people want coffee back in the waiting room). Listening every step of the way can also reduce friction for leaders. When you’re dealing with employees, colleagues, or customers, they’re going to whisper to you first about a problem or something that’s important. Then, if they don’t feel validated or heard, they’ll talk. And then, if they feel they’re being disrespected, they’ll scream. Always listen to the whispers and talks before it gets to the screams.?

True leaders put everyone else first. Business leadership from the outside looking in shows the CEO at the top of the pyramid. My wife, Lauren K. Janney , and I have always operated as an inverted pyramid. I will always be the one to take responsibility in the interest of others.

Sometimes, putting others first also means getting paid last. It's not just about job security; it's about performance and impact. ?? It can be a challenge. Put yourself last, eat last, get paid last, leave last. That's the path to true success. ??

My Monthly Tip

All leaders need to take time to go learn something new. I went to a LifeSurge conference recently that’s going to keep me fueled for a long time. This event helped me realize that I need to do a better job at making sure I’m taking care of myself as a leader and attending learning events on a more regular basis. It’s so beneficial to listen and take away knowledge that will ?help me be a better leader.?

My Monthly Take

Embracing discomfort is part of the entrepreneurship journey. As entrepreneurs, we often face immense pressure, both self-induced and external, as we strive to champion our businesses to success.?

Flashback to 10 years ago: My wife, Lauren, and I were fully reliant on our insurance agency for income. With a looming deadline to get my securities license - a notoriously tough exam with high fail rates - the stakes were high. Failure meant LOSING our business. Despite having no interest in financial services at the time, the pressure to pass after two failed attempts was immense. I went into the third test knowing the future of our agency, and our livelihoods, depended on it. Thankfully, with Lauren's unwavering support and a solid team behind us, I passed.?

You’re always going to have to be okay with being uncomfortable. In any business you own or operate, there are going to be tons of times where you’re uncomfortable. Overcoming pressures amidst discomfort is not just possible - it’s necessary and pivotal.?

What’s Next??

Keep an eye out for next month’s newsletter to discover more about my experience with CXperks , along with new entrepreneurial tips and takes. I hope you found this newsletter valuable and entertaining.?

Please subscribe and share my newsletter if you enjoyed it. Also, feel free to reach out to me on LinkedIn or comment below with any feedback - tell me what you liked, what you didn’t like, and what you’d like to see more of.?

Recent updates to share:?

• Magazine Jukebox has successfully closed its seed round! Keep an eye out for a press release in the coming weeks.?
• We had the whole MJB team working together in Norfolk, VA this past week. ??

By the way, we also prepare a monthly newsletter for Magazine Jukebox. Feel free to subscribe to the Magazine Jukebox newsletter if you’re interested!

Thanks for reading!?

Interested in investing in Magazine Jukebox? Feel free to email me at [email protected].

#entrepreneur #business #industrynews #entrepreneurship #magazinejukebox #digitalmagazines #entertainment #biztainment #boss #work #podcast #linkedinnewsletter #ceo #podcasthost #tips #takes #teamculture #startup #team #founder

-?