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© 2009 HARDING & YORKE 70 60 50 40 30 20 10 0 70 12345678910 EXTREMELY BADBADNEUTRALGOODEXTREMELY GOOD MAVERICKS LIKELY TO MOVE 17 Mavericks will feel increasingly uncomfortable and will be counter- culture. In many cases they are what they are because they disregard processes that do little to enhance the Customer Experience. Unless you can learn from these people and engage them as Champions they will leave to find a culture that they can feel comfortable in. Saboteurs however are also counter- culture. Often they are the way they are because they religiously stick to the processes you expect but apply minimum effort and have little empathy for the customer. Instead of feeling the need to leave your company to seek pastures new, they will dig in and try to draw more and more of your people into their world. This is why these people, in particular, are dangerous to your organisation. The problem is that in defining the processes you want them to adhere to often the attitude or the outcome is left out. In other words and through their eyes they are doing nothing wrong - doing exactly what was asked of them. Golden Rule - Know your mavericks and saboteurs. Golden Rule - Set internal standards and measures ( such as those found in ERIC), that encourage, motivate and set an expectation of positive Customer Experiences. Use these as part of your individual performance management programme. Saboteurs then find their options are twofold. Firstly: to conform to the new environment ( with support and coaching) and be a part of a winning team, or secondly: to leave; because they have no intention of conforming. By setting and managing standards in behaviour you also have more control of your options and your ' saboteurs' become your competitors' problem - win- win. THIS ARTICLE IS CONCLUDED ON THE ENCLOSED INSERT. AVERAGE 6.48 SABOTEURS WILL STAY TO THE BITTER END

YOUR EMPATHY PROPHET T - ISSUE 3/ FEBRUARY 2009 18THE LINK I first met Caroline in a very busy, noisy restaurant down in Canary Wharf when we were working on a customer service programme for Reuters. We had to shout to each other over the din of the restaurant. Caroline had a glint in her eye that said there was more to her than most consultants. Caroline was focussed and professional, for sure, but I soon discovered that she had a deliciously dark, truly wicked sense of humour. It was always great fun working with her and her meetings were some of the most creative I have been in. Caroline reads the audience constantly and adapts her style and content to suit them. Her focus is always on the outcome, flexing her behaviour and style. We were working with more than 25 people, yet she still had the ability to connect with each and every one of them. What always amazed me about Caroline were her energy and pace; always keeping the workshops interesting. I later found out that this energy was matched at home, too. She is a busy working mum with three children, a marvellous social life, lots of friends and a new partner - enough to make most people weak at the knees. But she just takes it all in her stride and is always mega calm. My personal theory is that she is actually twins! I guess by now you have worked out that I am a big fan of Caroline's. Yes I am, and I can't wait for the next chance we get to work together again. JOHN WALSH + 44 ( 0) 7887 788 511 CAROLINE HARDWICKE trains people in the skills they need to develop excellent customer relationships. Helping people - coaching them, coaxing them - is something she has done her entire life. YOUR EMPATHY PROPHET T editor, RICHARD DINNICK, talks to her about life, the universe and Watford. As John Walsh says, Caroline Hardwicke has a wicked sense of humour. As a child, she was a Brownie and then a Guide, becoming an expert at camping. Does this mean she can erect a tent in ten seconds flat? ' Oh you'd be surprised how quickly I can manage an erection!' she says and bursts out laughing. So did Caroline always have this mischievous glint in her eye? She laughs. ' I was quite a goody- goody as a child. I really wanted to please my mum and dad and was very frightened about being told off at school.' This picture of a well- behave little girl doesn't square with the attractive blonde woman with a lovely side-line in innuendo. Where could it have come from? The answer is: her father, a bank manager with a wry sense of humour. ' I remember being woken up to uproarious laughter and going downstairs to find my dad watching Monty Python,' she explains. Caroline's mother was a housewife, always busy. Was she a comedy fan, too? ' My mum couldn't stand Dad watching Monty Python,' she says. ' So she'd go and sit somewhere else in the house!' So what did keep her mum busy? ' She was a Brown Owl,' Caroline says. ' I didn't get too many badges in Brownies, but when I went to Guides I did my Queen's Guide and got my camping permit which meant I could take other guides to camp.' It was at Girl Guides that Caroline met someone who changed her life. ' My biggest inspiration at that age was my Guide Captain,' she confides. ' The things she said to me back then really stuck with me. She had a real positive attitude to how we should treat people; putting others before yourself. She was a fantastic role model.' One incident has stayed with Caroline and indeed influenced her whole approach to what she does best Every issue, YOUR EMPATHY PROPHET T asks a previously featured consultant to refer a colleague they truly admire. Although the referral is based on professional credentials, THE LINK is interested in the person behind the job; what makes them the person they are. John Walsh, owner of consultancy boutique, Breakthrough Change Management, recommends Harding & Yorke's Caroline Hardwicke. THE GUIDING LIGHT