3. Following my heart: Observing, Listening and Learning

— How it feels to be the National President? And two times? — A new executive member from a foreign country asked me with the enthusiasm of someone finding clues of a secret.

— It feels like having a hobby, but more fun — I answered smiling, and it was like that how a long conversation started between both of us, she kept asking me several things, work related, personal related, culture related, university related and we go on until was late and we both felt hungry.

— I want to eat a salad?

— And I want a pizza, I know a place, is called Plaza de Toros… Our “Strategic Food National Partner” — I answered fast, hoping she will catch the small joke.

— Yes, hahaha, you go there often? — We laugh because the restaurant became unofficially our lunch, dinner and coffee break partner, we always went there, it became a tradition, and the employees also knew about us, they already knew all the time what we are going to order, they always come with a big smile offering us a nice table for us, and if is needed to join tables for big groups; for us it was nice to have a place like home.

— Thank you for your time, I know you might be busy especially now that is transition period in the National Committee. But I want to ask you about working things, I’m concern about the challenges we might have the next term and the lack of motivation of the members for support the office.

— That always happens in organization that are working in the same way than pass years, or working in a traditional way. If you want I might give you some advices but I need to know more information. Can you describe me what is happening in your local office? Make a small report.

— Yes, why not. We are preparing for the recruitment period; but the Exchange department is setting goals for the number of students we will send for our term, however the Talent Management department has set already the universities where they will recruit the members, but they have no idea about the profile that exchange department is requiring. At the same time the Communication Department had prepare their Communication Plan for Recruitment, but they haven’t define the target market they have to approach.

— Ok, this is clear and you know it. It is lack of coordination.

— Also I would like that the members had an attitude like mine, working, supporting other activities, focusing in the details, aiming that everything has to be done in a proper way.

— This is lack of commitment. You have to promote the integration of the members; they have to feel that the local committee belongs to them, that everyone feels like a family.

— Another is the office, we need more things but there is no space in the office for everything we want to do. We need more computers, some LCD projector, photocopier, coffee machine and a conference room.

— You are talking about an infrastructure problem. In general some of all the problems you have mentioned might be solved if you ask for recommendations to the members.

— I know, but that really works? It can solve the problems? Because once we made a survey asking for recommendation and only one filled it, and we tried again using an LC Meeting for this, but it didn’t work.

— It works, but is better to talk with them, to have the personal contact; this is how many other organizations are working with their employees, volunteers, etc. It makes the difference.

— I see. But there is more — She mentioned me with concern—. We also have problems with other organizations, they are having stronger promotion, they are recruiting in our university now and they even want to open an office in the same faculty, and even when they are offering things that will never provide, they are taking our members, our partners!

— What you are mentioning now is the competition, and it will continue growing. So you and your members should learn to coexist with it. What you have to do together with your members is to offer what the competition is not offering. So you will have competitive advantage. And actually, according to Michael Porter the three methods for creating a sustainable competitive advantage are through Cost Leadership, Differentiation, and Market Focus.

— Thank you for helping me to see and analyze my local office reality. What do you thing if we rest for today? and let’s have a coffee tomorrow because I have so many other questions.

— Yes, I’m also a little bit tired. Thank you for you attention, it was long afternoon.

At the end of the conversation meanwhile we were walking back to the office, we knew the time spent together was a helpful for both of us. She was catching the learning and the experience that I have, and I felt I was helping her plus I also felt happy about her interest for learning and not to make the same mistakes that the experience teaches.