What was the turning point for you in deciding to change careers?
What lessons have you learned from your past work life that you’ve brought to MC?
One of the key phrases I have kept with me over the years is one I learned from my first “real” job working at the local BBQ restaurant. Plastered on the wall to the left of the kitchen entrance was: “Work with a sense of urgency and always anticipate the guest’s needs.” This is a mantra I live by to this day, in all aspects.
I prefer to work quickly, yet efficiently, and I find so much value in taking a moment to think about all the “what-ifs” to ensure I am asking questions that haven’t even been answered yet. The best compliment I can receive is when someone says, “Wow, you beat me to the punch. I was just about to ask you that!”
Empowering a customer or client is something many of us hope to achieve in our work. What opportunities have you had to accomplish this in the past?
For me, this goes back to the saying, “Give a man a fish, and he will eat for a day. Teach a man to fish, and he will eat for a lifetime.” Being an overthinker, I always challenged this saying with follow-up questions: What if the person is too squeamish to put bait on the hook? What if the person doesn’t know how to swim if his boat gets turned over? What if he doesn’t have the resources to buy the fishing line and reel? What if he sets everything up right, but the fish are just not biting?
There is so much more that goes into empowering than just teaching. You must provide someone with the tools to accomplish the task well—the physical tools (bait, line, reel), the skillset tools (how to swim, how to drive the boat, how to overcome the aversion to baiting the hook), the learning tools (what is their learning style: doing, watching, listening?)—and in a way that makes sense for them. Empowering does not just teach someone to do something, but actually makes the person believe they can do it and do it well.
One of my favorite examples of this is with the daughter of a current client at our firm. Her mom wanted to start educating her about an irrevocable trust that was set up for the daughter when her dad passed away. Rather than just giving her access to the account (give a man a fish), or even just educating her on what a trust is, how to access the funds, and how to invest the funds (teach a man to fish), we spent time talking to her about her interests and her goals for her life. We did educate her on the basics of a trust and investing, but we took it a step further and explained the pros and cons of knowing the amount of money she had access to. We then put it back on her to make the decision to know how much was in the account or not. For some people, knowing that you have access to a large sum can actually be a demotivator. At the beginning of the conversation, she said she valued her work ethic and her pursuit of her passions. Would knowing that she had access to an inheritance cause her to sit on her laurels and not pursue those passions? We empowered her to make the decision and she actually chose not to know what the balance was. I was proud of her, not for the decision she made, but because she made that decision herself. She now has ownership of her life and goals. She knows she can ask for the balance at any time, but she made the decision that empowered her best to achieve her life goals and feel proud of her accomplishments.