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BARBARA KIMMEL INTERVIEWS DEB MILLS-SCOFIELD<\/b><\/p>\n
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Barbara Kimmel:<\/i><\/b> Deb – tell us a bit about your background, qualifications and expertise. If you have written a book, please provide the title.<\/i><\/p>\n
Deb Mills-Scofield:<\/b> I was raised to challenge and question the status quo. I went to Brown University and helped create the Cognitive Science concentration and went to Bell Labs after graduation where I received a patent for one of AT&T & Lucent\u2019s largest revenue generating products. I have my own strategy and innovation consulting practice, am a partner in an early stage Venture Capital firm, teach a class on business model innovation at Oberlin College. I love spending time at Brown on the Engineering Advisory Council, as a Visiting Scholar mentoring students in entrepreneurship and social ventures, and guest lecturing. I also blog for Harvard Business Review<\/a>. I\u2019ve done a few startups that failed and succeeded and love working with young entrepreneurs to keep my business acumen nimble and open-minded.<\/p>\n Barbara Kimmel:<\/i><\/b> Trust Across America’s mission is to rebuild trustworthy business behavior across the globe.\u00a0 How would you generally define trustworthy business behavior?\u00a0<\/i><\/p>\n Deb Mills-Scofield<\/b>: The golden rule is a great start \u2013 do unto others as you would have them do unto you, no matter what the situation.\u00a0 This means keeping commitments and promises, being accountable, acting with integrity, being vulnerable and humble, and understanding that having the right doesn\u2019t make it right.\u00a0 It means always being able to look your customers and employees in the eye because you know you\u2019ve done the right things.<\/p>\n Barbara Kimmel:<\/i><\/b> <\/b>In your opinion, what\u00a0are some of the specific components of trustworthy business behavior?<\/i><\/p>\n Deb Mills-Scofield:<\/b> Treating people (customers, employees, etc.) fairly, which isn\u2019t always equally; taking the 2nd<\/sup>, 3rd<\/sup> etc. order consequences of your business\u2019s operations and offerings into account in decision-making (for customers, employees, communities, environment); focusing on profit and money as outputs (means to an end) which enable outcomes (ends) of purpose and meaning<\/a>; first truly understanding customers\u2019 needs and circumstances before rushing to a solution.\u00a0 This starts with the people around you, your personal relationships with peers, bosses, those that work for you and goes on from there.<\/p>\n Barbara Kimmel:<\/i><\/b> We all know that the erosion of corporate trust is a big problem. What are companies doing to combat this, and is it enough?<\/i><\/p>\n Deb Mills-Scofield: <\/b>Companies are trying in various ways.\u00a0 A common way is compliance \u2013 which is obedience of the mind, not heart \u2013 to the letter of the law versus the spirit of the law.\u00a0 I think it has to start with leadership making themselves vulnerable, admitting they are wrong, that they need input and don\u2019t know all the answers but know the direction.\u00a0 Leader need to trust their people: treat them like adults, reward, recognize, give autonomy and permission to try, fail and learn, let them create their own jobs and self-organize.\u00a0 And this is done in sincerity and authenticity towards the goal of freeing one\u2019s people to delight customers instead of constantly checking to see if it improves the bottom line (outcome vs. output again).<\/p>\n Barbara Kimmel:<\/i><\/b> Is the global “trust” climate improving or worsening? What actions will turn things around?<\/i><\/p>\n Deb Mills-Scofield: <\/b>At a macro level, I think it is worsening.\u00a0 Even if it is getting better, there is a time lag before people will trust again.\u00a0 In my practice, admittedly self-selecting, I see a concerted effort to increase genuine trust and integrity within the organization and with customers and suppliers.\u00a0 The issue is having the tenacity to stick with while you\u2019re building up credibility and a track record.<\/p>\n Barbara Kimmel:<\/i><\/b> Can you provide a few examples of companies that are doing the “right” thing in your opinion? What steps are being taken by these companies that sets them apart?<\/i><\/p>\n Deb Mills-Scofield: <\/b>There are the famous ones you hear about \u2013 Whole Foods, Zappos, etc.\u00a0 I know several \u2018unknowns\u2019 that are remarkable.\u00a0 One is Menasha Packaging<\/a>, a 164yr old 6th<\/sup> generation family business over $1B that has to be one of the most incredible teams I\u2019ve ever worked with in terms of compassions, integrity, honesty, transparency resulting in terrific profitability and growth. Their president, Mike Waite<\/a>\u2019s (who is joining me for the Feb 13th <\/sup>\u00a0Trust Across America radio show) primary concern is making sure his people, at all levels, can live their dreams at home.\u00a0 The leadership lives up to their commitments, gives their people autonomy, allows failure, encourages self-organization and keeps a flat organization with a true open-door policy.\u00a0 The other company is Thogus<\/a>, a 21st<\/sup> century manufacturing polymer and 3D printing company.\u00a0 Matt Hlavin<\/a>, the president, makes sure he owns the culture \u2013 keeping it vibrant, open and transparent about his strengths and weaknesses.\u00a0 It truly does feel like a family<\/a>.<\/p>\n Barbara Kimmel:<\/i><\/b> Anything else you would like to add as a closing comment?<\/i><\/p>\n Deb Mills-Scofield: <\/b>I\u2019m a bit concerned that trust will become, if it hasn\u2019t already, a buzzword.\u00a0 The issue and importance is that it has to come from within the person, from the heart.\u00a0 It should have only one real motive \u2013 it\u2019s about \u2018the other\u2019, not about you. It shouldn\u2019t be a way to achieve corporate growth, career advancement etc.\u00a0 It should be because you genuinely want to be trustworthy and that you want the best for your people, your customers, and your stakeholders.\u00a0 Anything less is not sustainable.<\/p>\n Barbara Kimmel:<\/i><\/b> Deb, I share your concerns that a new industry of \u201ctrust-washing\u201d will emerge, if it hasn\u2019t already.\u00a0 I appreciate your insights and all you do to foster trustworthy business.<\/i><\/p>\n Deb Mills-Scofield can be reached at: dms@mills-scofield.com<\/a><\/p>\n Do you have questions or comments? Email Barbara@trustacrossamerica.com<\/a><\/p>\n <\/p>\n