As we have discussed in a previous teaching of “Hole Nutha Level,” to achieve the next level of leadership, performance, or training, you must sequentially go through steps and levels.

The simplified example that I used, each level has 10 steps, and you much go through each step to successfully get to the next level.  You cannot skip a step or try to skip to a next level.  Each step prepares you for the next step.  Each sequence of steps builds on the previous step, and each level builds upon the previous level.

So good leaders should determine what is the next step for their followers.  They must really analyze what skills (steps) are required to get to the next level and then develop these skills in the follower.

Again, a good leader develops and grows their followers for the betterment of the follower, the betterment of the team, and the betterment of the company.

This weekend, I watched the movie Karate Kid with my family.  There is a great example of a great leader in this movie.  Mr. Miyagi (the coach/teacher/leader) develops his student Daniel LaRusso, the Karate Kid, to a “Hole Nutha Level”.

For those who have never seen this movie, here’s the storyline.  Miyagi is an old Japanese Karate master who is currently the maintenance man at Daniel LaRusso’s apartment community.  Daniel LaRusso is a New Jersey kid who has just moved to California.  During his first couple of days in California, a bunch of kids who are very good at Karate start beating up Daniel LaRusso.  Well, long story made short, Miyagi agrees to train/lead Daniel LaRusso in Karate on two conditions:

Miyagi will teach Daniel LaRusso
Daniel LaRusso will learn
As Miyagi stated, “I say, you do, no question, that is your part.”

View Video #1 (Play 4:13 to 7:06)
http://www.youtube.com/watch?v=VlSDS9H2b2A#t=4m13s

View Video #2 (Play 2:00 to 3:38, 4:30 to 9:00)
http://www.youtube.com/watch?v=KF8qlQChR6w#t=2m00s
http://www.youtube.com/watch?v=KF8qlQChR6w#t=4m30s

Now after seeing the clips, How many of you have had a time where your leader has asked you to do something that either verbally or in your head you have said, “what does this have to do with me ?”

So many times over the past years, I have been in a leadership situation where something in my past has prepared me for the current situation or challenge.  And when this training happened in the past, I did not have any idea that I would use it in the future.  Your past prepares you for the future.

Leaders are Learners.  In every situation, you can learn something.  What is funny is that I have learned just as much from poor leaders as I have from good ones.  What do I mean?  Well, poor leaders show you the mistakes to avoid.  Remember, everything rises and falls with leadership.  So when things start falling the poor leaders are changed out with good ones, you just have to be patient.

Mr. Miyagi is a great leader in this movie.  He leads Daniel LaRusso not only to a “Hole Nuthra Level” but to become the Karate Kid and winner of the Championship.

Takeaways from the Video:

Leaders knows what it takes to get to the next level: Daniel did not understand why he had to wash & wax the cars, paint the fence, paint the house, and sand the deck.  However, Miyagi knew the steps that were necessary to get to the “Hole Nuthra Level.”
Leaders pass on what they have learned to make others better: Mr. Miyagi knew about Karate and had experiences doing what Daniel wanted to do.  His father trained Mr. Miyagi in Karate and now he passes on the training to Daniel.
A Great Leader focuses on the development of the follower, not there own benefit: Mr. Miyagi was focused on making Daniel the best Karate Kid possible.  It was not about winning the championship, but getting Daniel to be good at Karate.  (Highlight the part of the road illustration)
Great leaders understand when their follower is at their breaking point: Mr. Miyagi did not tell Daniel the why, until Daniel was at the breaking point.  And he did not tell him everything.  See point 5.
Great Leaders illuminate just enough to allow the follower to take the next step, but not too much to allow them to stumble.
Mr. Miyagi told Daniel just enough to allow him to keep improving, but never too much to overwhelm or paralyze him.
To be all that you can be – you must submit to authority: Daniel was a great follower and submitted to Mr. Miyagi’s request, “I say, you do.”  If he did not follow the authority that was over him, he would have never reached the next level.
Leaders and Followers develop a relationship: Mr. Miyagi develop a respected friendship, based on common interests and shared purpose.  Mr. Miyagi first earned Daniel’s trust by jumping into a fight and physically defending Daniel in a fight when he was defenseless.
Lead On!
Sutton

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Khidmah L.L.C (Khidmah), Abu Dhabi’s first Emirati owned and operated services management company, has completed the leasing of Sas Al Nakhl villas, a development of Sorouh Real Estate 

Abu Dhabi, UAE – August 27, 2009

Khidmah successfully managed and completed the leasing of Sas Al Nakhl villas. Thanks to its strong leadership in the property and service management field, the company ensured the complete leasing of Sas Al Nakhl villas. This reflects Khidmah’s effectiveness in managing and maintaining successful properties as well as its ability to deliver great value, fulfill customer needs, and serve partners. It is also the result of the company’s outstanding performance in providing a comprehensive range of property management services under a single point of contact.   

After taking over the management of the community, the major challenge for Khidmah was to lease all the available units in the community in the current market situation. Khidmah did not have a full leasing staff until May, but under the leadership of Shelley Jenkins, Director of Property Management, and Ensaf Ahmed Ali, Leasing Manager, the leasing team accomplished the task of fully leasing the community after taking over the management. Khidmah’s leasing website www.UAE2LET.com played a tremendous role along with 800 UAE2LET call center, in achieving this objective.

“Sas Al Nakhl is a wonderful community developed by Sorouh and we are very excited to provide our extensive portfolio of services to its residents. Leasing up this community is just the beginning of our achievement, our next step is to provide unmatched services to our residents with the roll out of our own maintenance, fitness, cleaning and landscaping teams.” said Sutton Turner, CEO of Khidmah, LLC.

About Sas Al Nakhl

Sas Al Nakhl is a beautifully designed compound, featuring 588 modern villas and a range of recreational and leisure facilities developed by Sorouh Real Estate. This gated, secure community offers 3, 4, and 5 bedroom villas, each with a private garden and assigned parking. The recreational facilities are centered within a community Clubhouse, which features swimming pool and deck, a fully equipped gymnasium, sauna and steam room, tennis and squash courts and games room. The community is conveniently situated close to the Abu Dhabi Golf Course and Abu Dhabi Cricket Stadium and boasts its own mosque and Spinneys convenience store, which makes this development a self-contained community.

About Khidmah

Hearing the call of the market in arguably the most vibrant real estate climate in the world, Khidmah answers with the vision of a full-service, integrated management company capable of overseeing every aspect of creating and maintaining a successful property. It manages the finest properties by employing clear processes and standardized practices and provides an integrated range of services including consulting, facilities and maintenance, leasing, resales, cleaning, landscaping, health and fitness, customer call centers and an ever expanding list of specialized capabilities, all offered under a single point of contact. Khidmah serves the vision of Abu Dhabi and the UAE.

For more information about Khidmah, please visit www.khidmah.com

One of the reasons we need leadership in business, and even in life, is the need for change.  In times of change, leadership is greatly needed.  As we have discussed in past classes, you can not expect a different outcome if you keep doing the same thing.  Said a little differently, you can not expect a different outcome if you don’t CHANGE what you are doing.

But I honestly think that the toughest change to lead through is changing when times are GOOD.  That is right, change when times are good.

You will quickly ask me, “Why would you change if times are good?”  Well, hopefully out of today, I can make you better understand the term called Leading Through the Change.

See a leader is not just looking at what is currently going on with the business, department, service, etc.  He is looking out in front of the business seeing what are the next challenges that business will face and preparing the organization for the future.  Most of the time, this future involves change.

A company, a business, a service or a product goes through what are call life cycles.  Most of the time the cycle starts with The Growth Curve.

The Growth Curve
The Growth Curve begins as the sales or business begins to grow and it quickly increases to Point A on the chart below.  Point A is what I like to call the “high times.” 

When everyone in the company is enjoying the success of sales or profits.  This is the stage of growth that companies are hiring, having massive tent parties, big corporate outings, and expensive launches of products services.  However, in every business cycle, the high times don’t last.  I will say it again, THE HIGH TIMES WILL NOT LAST.  As competition or substitutes enter the market, the growth curve begins to slow down, even to a point where there is a decline, like in Point B in the chart.

However, here is when the Leader must Lead.  At Point A in the growth curve a Leader must have visibility of the future for the business or department and make changes.  Yes, during the very best of business performance, changes need to be made to the business to prepare and to AVOID the downturn.  

Anticipating Change and the Period of Chaos
When Change is initiated at Point A, the followers will misunderstand what the leader is doing.  When the change is made they often feel upset, resentful and in a state of flux.  This is the “period of chaos”  (the Shaded Area).  Leadership during this period of chaos is critical to the survival of the long-term growth of the company.  As we have discussed many times, Leaders are Communicators.  Communication by the Leader during the period of Chaos is very important and critical to the success of the change.  

So instead of taking the growth curve originally seen in the first chart with Points A and B, now with the change, the Leader has plotted a new growth curve line.  Many times, during the period of chaos, this growth line is less productive than the original curve.  This short-term drop in productivity or profitability adds to the atmosphere of chaos.  But the leader must lead through this time.  However, if the course is continued, and the change is effectively managed, the downturn will be avoided and the company will continue to grow.

Thriving on Chaos
Because of the rapid change of pace in an organization, the leader must constantly be evaluating, planning and making healthy changes.  This means followers may feel unsettled like they’re in a constant state of chaos.  Great leaders and organizations must learn to thrive on this.

Application
Leaders must prepare their followers for the period of chaos early in the long-term planning process.  Followers must be continually informed of what is going on in advance of the implementation of any plans.  Gain the trust of followers by including them in the plans, giving them ownership of their part, and encouraging them through periods of chaos. 
So, let's be Leaders through the Change,

Lead On!
Sutton

Abu Dhabi - August 21, 2009

Khidmah Team,

I wanted to send out a note today communicating that in Khidmah, as a Emirati Owned and Operated Company, we begin Ramadan as a company tomorrow.  As communicated previously from Support Services in another email, working hours at Khidmah have change effective this coming Sunday.  But Ramadan is SO much more that just shorter working hours or Ramadan tents at night, and I wanted to communicate this as a leader to all Khidmah staff.   

First, I want to speak directly to the people who are experiencing Ramadan for the first time.  I have attached a document which Abdulla found to assist our staff with better understanding Ramadan and more importantly respecting this time of prayer, fasting, worship, praise and focus.   

Secondly, I personally see Ramadan as a truly beautiful time and one that I treasure to enjoy while working here in Abu Dhabi.  As I guest in this country (as all Expats), I personally believe we should do all that is possible to support those who are observing Ramadan.  I ask all non-muslims to assist me with this activity.

Thirdly, I have attached a “Ramadan Kareem” logo that I would like everyone to include in their email signature as I have done below.

Finally, for all of our team that begins Ramadan tomorrow, I truly wish you a Ramadan Kareem and Ramadan Mubarak, and that this Ramadan is more special than all before.    

Sutton Turner
CEO, Khidmah, LLC

Khidmah LLC, an Emirati-owned and operated services management company located in Abu Dhabi, hired Yvette Romero to lead strategy management.

Abu Dhabi, UAE – August 20, 2009

Khidmah LLC, an integrated services management company, announces the hiring of Yvette Romero as Strategy Manager to lead the strategy department .  Her role is to provide insight in the adoption and execution of a strategy that meets corporate objectives as well as positions Khidmah competitively within the property management industry.    

Prior to joining Khidmah, Ms. Romero received an MBA from the Harvard Business School.  Professional experience includes working for large international firms including Deloitte, CitiBank and UBS Investment Bank. Previous roles included Advisor in Real Estate & Asset Management, Senior Consultant and CRM Analyst, among others. She brings valuable experience and skills to Khidmah that contribute to the creation of value for customers, partners and the company. Ms. Romero also holds a Bachelor of Science in Electrical Engineering from California State University at Northridge, USA.

About Khidmah 

Khidmah provides comprehensive services management to the finest properties in the world. Employing innovative processes and proven practices across a range of services, Khidmah is able to manage and maintain every aspect of residential and commercial developments. Khidmah’s services include consulting, facilities & maintenance, leasing, security, cleaning, landscaping, health & fitness, customer call center and an ever expanding list of specialized capabilities, all provided under a single point of contact.

For more information on Khidmah, please visit www.khidmah.com

"Dear Mr Turner,
 
I'd like to take a few of minutes of your time to just let you know of the excellent service I have recently experienced with two of your senior staff at the Sas Al Nakhl compound.
 
Shelley Jenkins, your Director of Property Management, provided excellent support and advice in navigating us through our internal move within the Sas Al Nakhl compound. 
 
Hosam Rajab, your Property Management Supervisor, was also an absolute pleasure to do business with. He patiently fielded my many questions and queries and was an excellent source of advice!
 
The major point I'd like to make is that both Shelley and Hosam were such a refreshing change to some of my previous real estate experiences over the years.  Whilst always professional, it was such a pleasure to deal with people who were very open, honest, enthusiastic and flexible; I enjoyed our good humoured banter!     
 
I hope I haven't made their already busy agendas busier, but I have strongly recommended to friends to consider a move into Sas Al Nakhl based on the excellent service Shelley and Hosam provided (and also that it's a great compound to live in!).

Please pass on my family's thanks to Shelley and Hosam, we thoroughly appreciate their help and assistance."

Khidmah LLC, an Emirati-owned and operated services management company located in Abu Dhabi, has hired Khalid Al Sukhon to lead the Finance Division.

Abu Dhabi, UAE – August 17, 2009

Khidmah LLC, an integrated services management company, announces the hiring of Khalid Al Sukhon as Director of Finance.  Mr. Al Sukhon will be leading our Finance team by introducing strategies and implementing controls to achieve the financial objectives of the company. He brings over 13 years of experience with valuable expertise and skills to build up the right financial operations that are key to fulfill the needs of Khidmah in all financial and operational areas. 

Prior to joining Khidmah, Mr. Al Sukhon worked for top international auditing and consulting companies operating in the UK and the UAE. He served in senior roles such as Chief Financial Officer and Senior Manager & Head of Audit Department, where he managed large finance and audit teams, enhanced company processes, and advised senior executives on financial, accounting and governance issues. Mr. Al Sukhon holds a Bachelor’s degree in Accounting from the University of Jordan and a Master’s degree in Finance and Investment from the University of Exeter, UK. He is an affiliate member of the Association of Chartered Certified Accountants (ACCA) in the UK.

About Khidmah 

Khidmah provides comprehensive services management to the finest properties in the world. Employing innovative processes and proven practices across a range of services, Khidmah is able to manage and maintain every aspect of residential and commercial developments. Khidmah’s services include consulting, facilities & maintenance, leasing, security, cleaning, landscaping, health & fitness, customer call center and an ever expanding list of specialized capabilities, all provided under a single point of contact.

For more information on Khidmah, please visit www.khidmah.com

"Dear Mr Turner

I wanted to formally register my appreciation for the excellent service I have just received from 2 of your senior staff at Khidmah.. 

Firstly Mrs Shelley Jenkins, your Director of Property Management, has been absolutely fantastic in facilitating a fairly complicated internal move within Sas Al Nakhl for me and my family.  Nothing has been too much for her and despite her (clearly) very busy agenda, she always found time to address any issues I was having in a diplomatic and thoroughly effective manner; she is a real credit to Khidmah and I am eternally grateful for her efforts, professionalism and totally refreshing attitude!

Secondly Mr Hosam Rajab, your Property Management Supervisor, has been equally as helpful and professional in advising me how to navigate through all the contractual issues.  Again, clearly a busy man, he always found time to answer my myriad of questions and smooth the way for what has been a relatively stress free ordeal.  He has been a delight to do business with!

Please pass on my sincerest thanks to both Shelley and Hosam for all their help - they have been wonderful.  They really have made Khidmah live up to its meaning "Service".  We look forward to many more years as tenants under the Khidmah umbrella!"

Dear Hosam,

I want to pass on my heartfelt thanks to your team for the work done on the weekend to clean the villa.  Raju (the team supervisor) was excellent and assured me he would do a good job.  He and his team cleaned the villa and it was spotless, a fantastic job!
 
Please thank Raju and his team and thank you for the work done.
 
(There are two more maintenance items which you know about (see following email), which I am sure you will resolve quickly).
 
Thanks again