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Phone: (717) 299-9800
North Group Consultants
15 North Spruce Street
Lititz, PA 17543

How many times have we walked into a meeting feeling skeptical—about the people, the topic, or the outcome? I know I have. I often enter with preconceived notions or worry that a difficult conversation or controversial issue might arise. But more often than not, something unexpected unfolds.

What I’ve come to realize is that I’m in a room with people who share many of the same values.  In those moments, the skepticism starts to fade, and I feel a sense of teamwork and purpose. What began as an uncertain meeting transforms into a place for open discussion and collaboration. The power of shared values creates an environment where even the most challenging topics can be talked about with respect and curiosity.

In our recent podcast with Eugene Hurst, President of Agriteer, he shared how trust, humility, and courage among the leadership group opened the door to new possibilities during the formation of their newly merged company. It wasn’t easy, and this kind of change doesn’t happen by accident—it requires a conscious, collective effort.

I had the privilege to take part in these leadership meetings and witnessed firsthand the group’s collective commitment to truly understanding one another. Confronting difficult issues became a shared journey, not a burden for one person to carry alone. Instead of being defensive, the group focused on common goals such as finding solutions, building understanding, and fostering a sense of belonging—everything you would hope for when forming a new company.

These experiences have reminded me that skepticism, or doubt, often arises as a protective response to the unknown. But when we enter meetings with an open mind, we give ourselves a chance to find new ideas and unexpected possibilities. Each meeting is an opportunity to learn, grow, and strengthen our commitment to one another.

So, the next time you walk into a meeting feeling uncertain or skeptical, remember: you’re entering a space where something great could happen. Embrace the discomfort, dive into the conversation, and allow shared values to guide you toward understanding and teamwork. There is a good chance you will leave the room with a renewed sense of hope and connection.

 

You can find Parts 1 and 2 of The Agriteer Merger story series linked below:

  • Part 1 -Cultivating Unity (Podcast with Roger North, Craig Schloneger, & Eugene Hurst)
  • Part 2 – The 3 Key Players (Video with Josh Keefer)

As an avid sports fan, I thoroughly enjoy watching my teams play and following the day-to-day happenings that involve roster moves, strategy, coaching and the locker room atmosphere (some call it drama!). More and more we are seeing and hearing how team culture determines the success of a team. There is no better example of this than the close-knit and selfless culture of the Philadelphia Eagles as they achieved their Super Bowl Championship.

When teams become champions and freely credit each other for their contributions, it feels as if all is well and nothing can hinder future success. But as we all know in sports and in our businesses, there are bumps in the road. There will be unanticipated events and transitions that jeopardize the culture that we have established in our organizations – especially when they occur at the executive level.

One satisfying role of my work is supporting organizations as an interim executive (or interim coach to use the sports metaphor) when there are unexpected transitions. An interim executive is valuable to an organization when a leadership gap exists due to job transitions, generational succession planning, a business acquisition, an unexpected illness, or any short-term leadership interruption that could stop the positive momentum of an organization.

At North Group, we draw upon our extensive experience as business leaders to provide Interim Executive Solutions. The goal of our work is to seamlessly bridge the gap between former and future leadership. We work toward new organizational patterns that enhance culture, communication, and accountability while ensuring that employees are heard and valued through the process.

Ultimately, our presence in an organization serves to lower anxiety among all staff, allowing us to support the team and further the goals of the organization, thereby setting the stage for the next leader to succeed. North Group would be honored to work with you and your organization when the need arises for an interim executive.

My professional career has taken me to many new places and unique work experiences. During these transitions, I love figuring out how things work and learning from the staff already in place. It requires me to rely on others to understand what is happening around me.

I have discovered that peak awareness and learning takes place at the beginning of our work tenures. But, our learning shouldn’t stop there!

After we become acclimated to our work environment, daily routine, and reporting structure, it is tempting to rely on our own understanding and become less dependent on those around us. While unintentional, this tendency can communicate a message portrayed as “Hey I’m the leader, I have experience and know what is going on around here, so I will chart the course.”

As leaders we can’t let this happen. We need to remain curious, ask questions, and, most importantly, continually engage others. What your employees are saying is an indicator of whether your company is healthy, equipped and prepared for the future. This means listening intently, sincerely and curiously to the ideas and conversations happening around you.

Challenge yourself – try to take the “new-guy perspective.” What is happening around you? What doesn’t feel right? Who can best help you solve problems or plan for the future? You may be surprised by what you learn.

One of the most important gifts we can give to our family, friends, co-workers and ourselves is to be a person of character.

David Brooks, in his book The Road to Character, examines the lives of a diverse set of people who have exemplified a life of character.  Brooks identifies a pattern that recurs in each of their lives – “They had to go down to go up.  They had to descend into the valley of humility to climb to the heights of character.”

All of us can think of someone in our lives who has strong character.  They exhibit a cohesive sense of authenticity, wisdom and humility that has been developed through a full life of leadership and service to others and have learned from joy and pain.  Ironically, many of these people exist in the backgrounds of our life.

Brooks goes on to identify the difference between “resume virtues” – skills that help us achieve wealth, fame and status –and “eulogy virtues” – traits such as kindness, bravery, honesty and faithfulness by which we will be remembered.  A person of character makes sure that their resume and eulogy virtues are in proper balance.

One of our core values at North Group is building character.  It is our desire to grow in our individual character as we interact and relate with each of you.

Building character is a life-long pursuit that is well worth the journey.  I encourage you to think of people who have impacted you through their character.  How has their example enhanced your relationship with those around you?

At our house, contacting an electric, internet, cellular or satellite TV provider for service is something both Ann and I dread.  Too often we spend an excessive amount of time on hold, interact with a customer service representative who is bound by a script, feel as if our problems have not been heard, and finish our experience completely frustrated.

It is a great reminder of the importance of careful training and mentoring for employees who relate to customers.  Consider the positive impact of a customer interaction that includes the following:

  • A pleasant demeanor
  • Good listening skills
  • Freedom to make decisions to solve a problem
  • An understanding of company goals

I am working with a client who has identified customer service as the theme for 2016.  At meetings, stories of great customer service are shared, staff are encouraged to immediately solve problems, and everyone is given fun “coupons” to give to unsuspecting customers.  As you can imagine, the feedback from customers and employees has been outstanding and sales are growing – all because pleasing customers is a workplace motivator.

To be successful and competitive, making customers happy needs to be an integral part of our organizational culture.  Let’s make sure our leadership teams are aligned around this goal, and while we are at it, have fun doing it well!

Recently I had the opportunity to attend the 4th of July celebration at Lititz Springs Park and the U.S. Open at Lancaster Country Club.  Although these events were very different, they fostered the same sentiments – community pride, an opportunity to meet others, a relaxed and fun setting, and the good feeling that comes from sharing an experience with neighbors.

Such events are important because they create a sense of togetherness and a bond that keeps people involved and connected. I believe it is also important to plan community-building events at our workplace. At North Group we get together frequently for meetings and informal gatherings, but there are three annual events that are staff favorites – our winter dinner at a nice restaurant, our summer “day away” at a surprise location, and our fall picnic at a local park. In these relaxed non-work settings we learn to know each other in a different way, create memories and stories, and just have fun.

Company outings are important for building healthy organizations, and we know that healthy organizations are a great predictor of success. There is nothing more attractive to employees than a company whose people enjoy having fun with each other.

What kind of work community do you want to create for your company or team? And what activities do you have planned to achieve your goal?

January 5, 2015

Finding the Unexpected by Craig Schloneger

For unto us a child is born, unto us a son is given…

Every year my extended family puts forth much effort to get together for the holidays. I have two brothers that live in Indiana, and my parents live in Ohio. So no matter how irrational it seems, we always overcome our grumbling and prioritize a quick trip to Ohio to celebrate Christmas together.

This year, after juggling our personal schedules, we left Lancaster at 4:00 a.m. on Saturday and returned home by 11:00 p.m. the next day. We were tired, but the energy from being together and enjoying each other’s company more than compensated for the long trip.

I never regret travelling the distance because this is a significant family event and a special part of our annual Christmas tradition.

I’m reminded of others who’ve made long trips as well. Tomorrow concludes the end of the holiday season as January 6 represents Epiphany. Epiphany is the day that the wise men came to pay homage to the infant Jesus. They travelled a long distance and came bearing precious gifts for the new born King. I am sure that they came not knowing what to expect, but they made the effort and were rewarded beyond their understanding.

No matter how much we become distracted during a hectic holiday season, there is no way to escape the miraculous events on which this holiday is built.

As we enter into this New Year, my wish for you is that you may experience the unexpected, see the miraculous, and celebrate the joy that is all around us at our work and homes.

May you have a wonderful 2015!

June 5, 2014

Who is Representing Your Business by Craig Schloneger

Once again our family is planning for a transition.  Our youngest son is completing his junior year in high school and the season for college visits has begun.  I really enjoy this opportunity to visit schools with him.  The one-on-one time is special as we talk about his future plans and where he might live.

My son is interested in pursuing an engineering degree at a Pennsylvania university.  We visited four colleges and each visit followed the same pattern:  An academic advisor greets us in a large group setting.  Then a student leader shares about his/her experiences at the school and answers our questions.  Finally, we gather in smaller groups as a student tour guide takes us around campus.

To say that I was impressed by these student leaders would be an understatement.  They were articulate, friendly, well groomed and appeared to be enjoying their duties.  They answered our questions in a very honest and authentic way.  Because of the way the students presented themselves, I came away very impressed by each of the schools.

The universities clearly knew the significance of having parents and prospective students visit campus and had prepared very well for our experience.

This highlighted for me the importance of organizations having well-trained, friendly staff who interact with the public – especially customers, clients and guests.  Even though our businesses may have a great reputation and deliver outstanding products and services, we are frequently judged by the manner in which our staff greet and interact with others.

Our frontline employees become the face and the representatives of our organizations and our brands.  And yet so many staff members who interact with the public are young, not highly compensated, interact little with management and have a very small voice in the direction of the company.

Consider how they affect you: When you go out to eat, how much of your experience is shaped by the host and server?  When you go into a store, think about how helpful a clerk or cashier can be to you.  When you call a business on the phone, does the interaction with the receptionist create a lasting image in your mind?

Look around your organization and notice who has the most customer interaction.  Have you trained them properly?  Do they know your expectations and values?  Do you get their feedback and ask what you can do better?  What do they have to say about your customers?  What are your customers saying about your staff and your company?

This summer, my son will narrow down the list of colleges to visit again in the fall.  Since they all offer a great academic environment, I am sure that his decision will be greatly influenced by the people he met on the spring visits.  Imagine that – a major life decision (not to mention financial!) could be made based upon the friendliness and interaction of 19- to 21-year-old student leaders.

Who is representing your business?