4 Ways to Catch a "Connector"

Of all the strategic partnerships and business alliances, there is one that is an absolute must have -- The Connector. Connectors are those special people who have a natural or learned affinity for building relationships and trust with just about everyone they meet. And, while we all fancy ourselves to be a connector at some level, there are those who are so good at it, they make it seem effortless.

No one does it better than my friend and client, Kathy Hoen of Community Alliance Credit Union. I recently sat down with Kathy to talk about what makes her so good at what she does. During our conversation we identified four specific traits that are part of her "connector's DNA". Look closely and see if you can catch the connectors in your circle of influence.

1. Connectors have a genuine interest in people and their individual story. While many people are fascinated by themselves, connectors are fascinated by others. They have a natural curiosity about everyone they meet -- and their demeanor is genuine and comforting. There is nothing phony or contrived in their approach, just a knack for asking the right questions. Upon learning what someone does, occupationally, I've often heard Kathy ask: "Wow, how did you get started doing that?" Or, she might say something like: "That is so interesting; tell me more about what you're doing and how you do it." Simple questions and statements that generate the open dialogue connectors need to find and collect those thin threads of information that are later woven into one or more mutually beneficial connections.   
2. Connectors are active listeners. When you're sitting with someone like Kathy, you know you have her full attention. Her eye contact, body language and rapt attention to what is being said lets you know she is actively listening. Her intention is to stay in the moment and treat the conversation as if it is the most important thing she'll do that day. That look of fascination with what is being said is comforting and goes a long way in building favorable and trusted relationships.
3. Connectors see the possibilities and know the value of facilitation. It is so easy to get caught up in our own needs, wants, and desires -- and in the process, lose track of valuable opportunities to connect others. Not so with connectors. A good connector sees the possibilities and clearly understands the principle of givers gain. Simply put, we are much more likely to get what we want if we first work to help others get what they want. Rather than simply providing a card or a number, good connectors, like Kathy, understand the possibility of helping two people in a single connection -- and will do all they can to facilitate a meeting or meaningful contact. Arranging such a meeting takes more time and effort, but it can be worth it. "Fostering the introduction helps make the connection real and increases the possibility of a good match", says Kathy. "It also lessens the likelihood of having the card or phone number being put aside and forgotten." 
4. Connectors take the responsibility -- and the credit for the connections they make. Effective partnerships are built on trust and accountability. A great connector understands the necessity of quality connections and solicits feedback from those involved. Building a solid track record is important to the connector's success as it increases the likelihood of being recommended to others and of being the provider of the product or service he or she represents. We know that people do business with people they know, like, and trust. Connectors, like Kathy can usually accomplish the first two simply by virtue of what they do. However, the pivotal point of trust must be earned and then carefully cultivated and maintained. Understanding the reasons for a failed or unsuccessful connection and openly celebrating the success of the effective connection builds trust, credibility and repetition.

So, who are the connectors in your inner circle? Are you catching them in the act of what they do best -- and netting the rewards for your customers, your clients, your partners, and yourself? Now is the season. Happy hunting! 

Note: Kathy Hoen is the Business Development Officer for Community Alliance Credit Union and is in the business of helping business owners, professionals, and individuals through a variety of services to meet their financial needs. For more information visit CACU online at: www.communityalliancecu.org.

Also published on LinkedIn Pulse, August 30, 2016

Speak for Yourself

Just as every picture tells a story, every story paints a picture. In the great gallery of business ownership, what does your picture look like? Is it vibrant, colorful, and interesting? Or, is it bland, abstract, or even haunting? If examined closely, does it bear the unmistakable markings of the original artist? Or, does it look more like a copy, a cheap imitation, or worse, a forgery? Perhaps the biggest question of all is: Why should anyone stop and take a look?

As business owners, we may not think of ourselves as artists, but in reality that is exactly what we are. We take a blank canvas and from a private world no one else has ever really seen, we draw the images and mix the colors. We design, create, shape, and mold an idea or a persistent dream into a viable, marketable, and hopefully profitable small business. We breathe life into it with all our heart, all our soul, and in most cases, every ounce of our physical, mental, and emotional energy. You get the picture. Does everyone else? Are you telling the story that paints the picture? Because, truth be told, no one tells it quite like -- you!

A great example of this truth is Kate McCarty of Embassy Title Agency. Kate's story is  one of success and inspiration, and there is no one who tells it better than Kate. Starting as a single mom with little more than a dream and the unwavering courage to pursue it, she has created so much more than a successful title agency. She has created a picture of hope, and a story of determination and persistence. It's a story that's making a difference in the lives of others every time she tells it. It's also a story that defines her business and brings intense color to the picture she's painted, not to mention the many lives that have been touched in the pursuit of home ownership and in the desire for gainful employment.

So, what's your story? How does it color the picture of your business and of you? I encourage you to take the time to craft it, and then make the time to tell it.

Note: Kate McCarty and Embassy Title Agency is the 2016 recipient of the Livonia Chamber of Commerce's 2016 Outstanding Small Business of the Year. 

Also published on LinkedIn Pulse, August 23, 2016

Business Owner: First Do No Harm

“I will follow that system of regimen which, according to my ability and judgment, I consider for the benefit of my patients, and abstain from whatever is deleterious and mischievous.” -- From The Hippocratic Oath

The connection between physicians and The Hippocratic Oath is well-known -- as is the often misattributed phrase, "first do no harm". Although this popular phrase is not actually found in the oath, it is certainly reflected in the excerpt above -- and there is an expectation that physicians and aspiring physicians will, to the best of their ability, faithfully follow its command. At least, this is what I sincerely hope each time I place myself in my doctor's care. As business owners, shouldn't those we do business with, or wish to do business with, expect the same level of commitment from us? 

Let's look at our excerpt from The Hippocratic Oath. If we remove the word, patients, and then substitute the words clients, customers, partners, prospects, etc., haven't we to at least some degree, verbalized a commitment that is very similar to our capable and committed physicians? While our actions or inactions may not be life-threatening, they are certainly important to those we come into contact with in the course of doing business. So then, shouldn't we, as business owners, make the basic and ongoing commitment to -- first do no harm? But, are we intentionally or even unintentionally being "deleterious" or "mischievous"?

I believe that in the course of developing, operating, and continually growing our small business we can certainly run the risk of having harmful or questionable thoughts and actions close in on us. We're under pressure to perform and to profit -- and if we're not careful, that pressure can cause us to lose focus and forget the unwavering commitments we've made to ourselves and others. And while there are several areas of risk, I believe there are at least three to which we want to pay particular attention. 

Do no harm to your customers: Clients have contracted our services or bought our products based on our expressed promise --  and we must meet or exceed their expectations, especially after the check has been cut. While it is tempting to focus on closing our next deal and collecting our next check, we do so at the risk of causing harm. The best way I know to avoid harm is to consistently increase value and intentionally deliver more than expected. 

Do no harm to your competitors: As business owners, we are expected to be competitive and position our businesses favorably in the marketplace. We want to stand out from our competitors but we must do so with integrity, truthfulness, and a sense of fair play. It is neither necessary, nor wise to "knock" the competition. While we don't have to extol their virtues and values, we should never allow ourselves to slander, malign, or speak negatively about our competition in order to create a more favorable view of ourselves. It simply doesn't work -- at least not with the type of client you probably want. When asked about my competition, I will usually respond by saying, "great company, great people" and leave it at that. My goal is to concentrate on the value of my own services with the intent of showing why my company is the best choice.

Do no harm to yourself: This may sound like a strange one, but it's extremely important in the course of building a successful business. On its best days, business ownership is challenging and requires our full attention. On its worst days, business ownership is overwhelming and stressful. Our dreams of freedom become nightmares and we may feel trapped and alone. If your name is on the building or the business plan, you know exactly what I'm talking about. For that reason, it is important that we commit ourselves to a model of continuous improvement and carefully guard our thoughts and our associations. What's down in the well really does come up in the bucket. Simply put, what dominates our thoughts, dominates our talk -- and the words we think and say can either be the building blocks of improvement or the stones we hurl toward our own destruction.

Our trusted physicians know from the moment they make their choice to enter into the medical profession, there is an expectation they will embrace the caring tenets of The Hippocratic Oath. As trusted business owners, should we expect any less from ourselves and our profession? Repeat after me:

“I will follow that system of regimen which, according to my ability and judgment, I consider for the benefit of my (insert business affiliation here), and abstain from whatever is deleterious and mischievous.”

Also published on LinkedIn Pulse, August 16, 2016