Janis Milham | Be A Tactical Leader

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Prior to her work with Marriott International, she worked for RHW, a Residence Inn Franchisee partner in Kansas City heading up sales & marketing and opening several select service hotels. Janis is passionate about mentoring and coaching people in the hopes to make everyone around her grow.

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Tactical Friday: Improving the Customer Experience with Janis Milham

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Welcome back to another Tactical Friday, today we have Janis Milham back on the show, Senior Vice President and Global Brand Leader for Classic Select Brands for Marriott International.

Let’s get right into it and learn straight from Janis how we can improve customer experience.

Things you will learn in this episode:

[00:01 – 00:50] Opening Segment

Welcome back Janis Milham
Advice on customer experience

[00:51 – 05:52] Creating Brand Loyalty through Customer Experience

Hire the right people
The associates are the key to happy customers
Create a culture of empowerment for the associates
Make sure they have all the tools they need to take care of the customer
Develop relationships with customers
They need to understand that you’re listening
Levels of listening
1. Listening but having your own thoughts and dialogue
2. Listening with the all your attention and focus on the speaker
3. Listening, Focusing, picking up the things they’re not saying
Body language and feelings
Be the level 3 listener
The importance of active listening

[05:53 – 09:52] Dealing with Conflict

Get into the other person’s perspective
You don’t know their story
Don’t take it personally
Show compassion and caring
Anything unethical is not tolerable and needs to be handled
You’re here to serve and make people happy not correct and teach them

[09:53 – 11:14] Closing Segment

I thank Janis for her Marriott level advice
How to connect with you?
See links below
Final words

Tweetable Quotes:

“Hiring, training and coaching your associates along the way is really important, because at the end of the day you can create all the programs and all the experiences you want in a brand, but it really does come down to the people and how your people are serving the customer.” – Janis Milham

“If you can just show compassion and caring, even if you’re being screamed at, it’s going to probably help dissipate and it’ll help calm the person down much faster than if you react.” – Janis Milham

Resources Mentioned:

Dale Carnegie

You can connect and engage with Janis on LinkedIn, Twitter, and Facebook.

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Building Winning Cultures in the Hospitality Industry with Janis Milham

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Today we’re speaking with Janis Milham, the Senior Vice President and Global Brand Leader for Classic Select Brands for Marriott International. She has overall responsibility for brand positioning, long range strategic brand planning, brand marketing and product development globally for the seven brands. Prior to her work with Marriott International, she worked for RHW, a Residence Inn Franchisee partner in Kansas City heading up sales & marketing and opening several select service hotels. Janis is passionate about mentoring and coaching people in the hopes to make everyone around her grow.

Let’s dive into Janis’ story and learn how she builds winning cultures within the hospitality industry.

Things you will learn in this episode:

[00:01 – 05:25] Opening Segment

I introduce today’s guest, Janis Milham
Been with Marriot since 1988
Janis talks a bit about her start
Experience in selling products
Interested more in teams and cultures
Studied advertising and public relations
Janis gives a bit of insight on how she builds customer experience
Consistency
Happy Associates who are willing and ready to serve
Hire people who smile

[05:26 – 16:15] Who You Are as Leader and a Manager

How Janis describes herself as a leader
Authenticity
Lead with your heart – feeler
Mentoring and Coaching
Know your reputation
Compassionate but fair
Janis talks about her value guidance system
Take care of your associates
It’s about what you do and who you are
Balancing results and values
The difference between mentoring and coaching
Sharing your experience vs powerful questions
Create a culture of challenge and push back
The difference between a manager and leader
Manager is results driven while a leader is who you are
Understand the individual’s goals
Managing is explaining, leading is asking
You need both
Results are necessary but not at the expense of running people over
Janis talks about blind spots within leadership
Diplomacy in feedback and lead to a lack of understanding
Sometimes you just need to give it straight
Passive aggressive behavior instead of addressing issues
Lack of self-awareness on how you impact people

[16:16 – 27:24] Building Winning Cultures

Janis talks about the steps she takes to get all her teams on the same page
Two/three day retreat learning mission and values
Doing Check-ins – are we holding true?
Getting through obstacles as a leader
Being vulnerable is a good thing as a leader
Get people comfortable with opening up to you
Janis talks about the value of emotional intelligence
Intelligence doesn’t mean you know how you impact other people by what you do and say
Now more than ever you need to have EQ as a leader
People want to work for people with balance
Janis shares a story about a former boss
Recognized as the best Regional by being authentic
Thoughtful, authentic and vulnerable
We talk a bit about challenges for women in the workforce
Janis talks about her favorite leaders
Jim Collins: Good to Great
Leaders within Marriott

[27:25 – 33:44] Closing Segment

What would you say to the young Janis? Advice for people coming up into leadership
Know your reputation and address it
Network and build relationships
You’re responsible for your own career
Get a mentor, coach and therapist and now which to use and what time
Ask for feedback and don’t wait for it
Never assume you’re a master
Diversify your background
Legacy you want to leave?
Help people grow personally and professionally
Making a difference in the life of guests
Stay tuned for Tactical Friday for more!
How to connect with you?
See links below
Final words

Tweetable Quotes:

“If you take care of the Associates, then the associates will take care of the customer, then the customer will come back and that’s how the company will ultimately make money.” – Janis Milham

“You need to be a good manager because you need to get stuff done, but also, if you’re really gonna have teams to work with you and for you, you gotta have those leadership traits too.” – Janis Milham

“I think that, you know, we can get really busy and get right into work, but if we don’t have the relationships and the emotional bank accounts and those, sort of, guiding principles, it can all fall apart.” – Janis Milham

Resources Mentioned:

Jim Collins: Good to Great

You can connect and engage with Janis on LinkedIn, Twitter, and Facebook.

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Tactical Friday: Improving the Customer Experience with Janis Milham

Building Winning Cultures in the Hospitality Industry with Janis Milham

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