Find your Jane!
Jane had an immense impact on my career. I am not sure if I ever told her this. She knows though. She always knows. Fluent in Mandarin, ahead of her time, a wicked intellect with a bent for the arts, fashion, and food, Jane was curious and inquisitive. A slightly odd-bod for a company filled with actuaries, investment managers, administrators and consultants surrounding her. Many sought her EQ, and she could riff with their IQ, finding a way to thrive, dive and drive through obstacles.
Amongst many wonderful things Jane ran Mercer’s client feedback or ‘listening’ program - CX, NPS stuff (I mean, it really should be a 360 conversation shouldn’t it?). She always brought a curious mind - never a cross-sell, that’s tacky. An ear alert always, an enquiring question or observation at the ready.
Jane set the standard for dismantling silo’s - instilling real care and commitment to clients, and throughout the company, especially in her role as leading the strategic client program, expertly cajoling and influencing colleagues to think beyond their ‘lines of business’.
A highlight was the engaging Helping Clients Succeed program she delivered. Nearly 20 years later many of the key messages from that program still resonate, such were her facilitation skills. Who can forget ‘check your ego at the door’, ‘intent counts more than technique’ and tips to help ‘peel back the layers of the onion’. Everyone knew at the end of that course that the presenting challenge was rarely the issue requiring attention.
Jane, thanks for steering me and many others on the path to client focussed excellence. I am glad we met and still stay in touch – if a tad infrequent!
By the way, Jane’s not dead! Far from it. While she’s retired from corporate life, she is (still) building her house (with David) and living her best life!
