2012 Leadership Conference

Bob Checkaneck, Assistant District Director, Grand Strand (SC)

Mark Cutler, Chapter Chair, Greater Hartford (CT)

Leadership:The Chapter Chair’s Role

The topic is one we’re all familiar with:

What is leadership?

What is leadership?• The art of motivating a group of people to act

towards achieving a common goal.

• Effective leadership is based upon ideas, but won't happen unless those ideas can be communicated to others in a way that engages them.

• The leader is the inspiration and director of the action.

• The leader is the person in the group that possesses the combination of personality and skills that makes others want to follow his direction.

Key Take AwaysRemember The Graduate and

Plastics?

Mark’s ah ha moment - key takeaway

m

Mike O’Malley

– Chapter Chair, Fairfield County CT - one of the most successful SCORE chapters in the country

Score Chapter Chair

Treat it like a business

SCORE Chairs - Treat it Like a Business• Product or service with a USP

• Branding• Advertising• Publicity

• Distribution• Our people

• Our target market • Our customer

Identify and then focus on your chapter’s core product/services:

• Mentoring

• Education

• Networking

To be discussed later by Bob

SCORE Chairs - Treat it Like a Business

SCORE Chairs - Treat it Like a Business• Become client

focused. It’s the reason we are here

• Everything we do, all our resources, should be focused on our customers

• Never forget that. Remind the chapter about that in every objective we take on

SCORE Chairs - Treat it Like a Business• It is not about the

volunteer; its about the customer

• Build your team

• Lead your team

• Set goals and make people accountable

How did you get here?

Specifically as a leader in SCORE

As leaders, we need to be thinking about the next generation.

It should be the highest priority for all of us, but what does that mean?

Succession Planning

Was it well planned? Or musical chairs with the last person standing?

Succession Planning• Recruit with leadership

in mind• Empower our leaders

early• Use the Vice Chair

positions generously and build the next generation

• Appoint number two’s in every Executive Committee position

• Its up to us to eliminate musical chairs from our planning

Team Building• As we build our team we

need to consider we are not all the same– Legacy volunteers– Volunteers who just want to

mentor– Volunteers who want to

Specialize– Generalists– Volunteers searching for their

roles

• We look for change agents because we cannot change the culture alone

Team Building

If they are breathing… We have strict standards…

Team Building

• We need resources to

grow our business• We should train and

develop every potential volunteer

• There is usually a place for everyone, but the key is orienting and engaging the new recruits

• Training and development is up to us as leaders

Team Building

There are days one feels like we’re running a day care, but at the end of the day leadership is:

– treating each volunteer with respect

– Identifying their hot buttons

– Inspiring each person to do their best and think about the organization as a whole and the client

Legacy Volunteers - Success Stories

• Partnering in pairs is like mouth to mouth resuscitation for our legacies

• Providing recognition for their field work• Client testimonials

• One on one feedback/interest to legacy “net promoter summary

• Chapter meetings which combine business and social, giving everyone the chance to share experiences

Client Testimonials- Success Stories

• We employ customer testimonials not only for our newsletter and for our web site but also to motivate our mentors

• Each chapter meeting, we try to bring in another client who talks to the SCORE experience. This is the best part of the meeting for many of our mentors

Team Building - Success Stories

• Increase in business client base; most people prefer mentoring existing business

• Partner in pairs matching opposite skill sets; make it a fun and learning experience for the mentor

Team Building - Success Stories

• Identify mentors who love start ups and try to assign them to the client “tire kickers”

• Find a place for everyone; train them; motivate them, make them feel a part of the team

Talent ‘Rules’ Over Protocol

Recruit people with day jobs who want to give back

• throw out the minimum hours per month rule

• Bring in talented people even for 4 hours a month • it helps change the culture and provide

some current day thinking and technology to the organization

Roundtable Discussions1. What are the three biggest challenges you faced or will

face as you take on the Chair position?2. Share some success stories about the challenging

“environmental” issues you have overcome, such as:a) Succession planningb) Challenges in recruitingc) Legacy Volunteers

3. Given you’re running a volunteer organization, is the “treat it like a business” model achievable for your chapter?

4. Please share some success stories used to drive the chapter forward which shows strong leadership.

Focusing your chapter; Creating a local vision

“What is the Chapter Chair’s Role?”

• Creating a local vision (aligning it with National vision)

• Managing resources

• Accountability

• Communication with staff, other leadership and volunteer

• Creating a Culture of “yes”

Top Five Chapter Mistakes1 Not knowing why customers use services Tangibles

2Offering a transaction rather than an

experience Long-term mentoring

3Being the answer man/woman Engaging & empowering

mentors

4 Allegiance to how it is done All cows unsacred

5One dimensional thinking Trifocal lenses – Vision,

strategy and execution

Think Globally and Act Locally

• First –Globally – National–Locally – District

• Then –Globally – District–Locally – Chapter

Success =

Competence + Passion

SCORE starts and grow successful small businesses, one business at a time.

SCORE’s Core Business -Provide competence to small businesses

Educational Cloud

Educational Cloud

Networking

Mentoring Workshops

Our Programs - Competence Architecture

SCORE provides mentoring for the life of your business. We provide this mentoring to new and established businesses in the following ways:

–Face to Face–Telephone–Email

Mentoring

SCORE provides various workshops for those:

– Who want to start a business – Who want to make their business successful– Who want to exit a business

SCORE workshops are critical for SCORE local success. More importantly, our educational platforms will be the critical vehicle for how we engage with younger generations.

Workshops

Social• Business Roundtables• Business functions• Electronic – LinkedIn, Facebook, etc.

Strategic Alliances

Networking

Managing Resources

The key is to get mentors doing what they have a passion to

do!!!

Managing Resources

Finding Passion80/20 RuleMatch mentor profiles to needsHiring Admin

Why Mentors Leave

5% Move Away5% Die or Illness in Family15 % SCORE Dissatisfaction75% Indifferent/Attitude by Someone

Mentor Profile

Service• Newbie < 1 year• Seasoned 1-5 years• Legacy >5 years

Activity Level in SCORE – low , medium, high

Special Experience – Manufacturing, quality, non-profit, etc.

Mentor Profile: Client-Facing

What do they like to do?

• Social Networking

– Face to Face– Electronic

• Mentor–Email–Face to Face

–Telephone

• Workshops–Face to Face

–Webinar–Suitcase

Mentor Profile: Mentor-Facing

What do they like to do?• Administrative• Finance• Marketing

Customer Profile

Not in Business• No shows, can't get in contact• Tire Kickers• Strongly considering a business startup

In Business• A developing business• A substantial business needs a tune up• Exiting a business

BUT THEY ARE ALL CLIENTS! They all have value.

80/20 RuleCustomers

• 80% of your business comes from 20% of your customers

Products/Services • 80% of your business comes from 20% of your

products/services

SCORE• 60% of the Total Services come from about 20% of

the Mentors• Where should you be focusing your efforts as a

chair person– Manage the 20% mentors extraordinarily well

and you will prosper. – Work on engaging the other 80%

 

What You Need to Succeed

Competence:• Knowledge of SCORE• Business Experience• Ability to MENTOR – listening, empathy,

follow up

What You Need to Succeed

Passion:• Love of the business• Energy to work long hours with potentially low rewards initially

Every Chairperson must be:

The Entrepreneur• The Visionary

The Manager• The Implementer

The Technician• The Doer

E

M

T

Time Splits

Chairperson 75% 20% 5%

Executive Board 10% 60% 30%

Mentors 10% 20% 70%

TME

Communications

Successfully ignite/enhance the mentors PASSION!!

Mentors will tell all about their successes

Communications will be fantastic

“Yes” Culture

Approach everything in a Venture Capital way.

“How can we get this done”

Alliances

They need to be focused based on the chapters focus and needs

Alliances

Legacy• Chambers of Commerce• Banks• SBA• Schools and Libraries

Alliances

Creative (Venture Capital)• Non – Profit groups and funding

organizations• Veterans• Green groups• Government Agencies- IRS, FDA,

Experience Works, etc.• Prisons

Remember

• Ignite the mentors passion

• 80/20 Rule

• Venture capital attitude

• Create alliances

Roundtable Discussions

1. What are some success stories you can share where your leadership was instrumental in changing the culture?

2. Please share some success stories on how you are managing your diverse ( in terms of skill set) team.

The topic we’ve been talking about:

SCORE Chapter Chair

Treat it like a business

SCORE Chairs - Treat it like a business

• Become client focused. It’s the reason we are here

• Everything we do, all our resources, should be focused on our customers

• Never forget that. Remind the chapter about that in every objective we take on