Beyond ROI: Managing up, navigating office politics, and other secrets of success from the trenches

Transcription

1 Beyond ROI: Managing up, navigating office politics, and other secrets of success from the trenches Jack Ludden, J. Paul Getty Trust Kristen Shepherd, Los Angeles County Museum of Art American Museum Membership Conference, St. Louis October 21, 2014

2 2

3 LET S TALK MUSEUM POLITICS!

4 ME

5 MANAGE UPWARDS EVERYONE HAS A BOSS EVERYONE

6 DRINK A LITTLE MORE DRINK A BIT MORE OF THE COMPANY S KOOL-AID

7 NEGOTIATING THIS IS NOT ABOUT SCHEMING OR PLAYING YOUR COLLEAGUES

8 AVOID DON T DO THIS IN THE OFFICE UNLESS IT IS TRULY UNAVOIDABLE

9 COMPLAINING ARE YOU COMPLAINING ABOUT THINGS THAT YOU CAN CHANGE?

10 OPEN DOOR POLICY USE OPPORTUNITIES TO SUPPORT OPEN COMMUNICATIONS

11 ABSORB AGGRAVATIONS FOR YOUR TEAM. DON T TAKE IT PERSONALLY

12 SHARE AND PROTECT EMPOWER YOURSELF AND THOSE AROUND YOU

13 ACKNOWLEDGEMENT ACKNOWLEDGE ROLES, RESPONSIBILITIES, SUCCESSES AND FAILURES

14 BE SYMPATHETIC POLITICS ARE COMPLICATED

15 HAVE EMPATHY BOND WITH OTHERS ON WORK AND NON-WORK EXPERIENCES

16 FILL YOUR CALENDAR HAVE AS MANY MEETINGS, COFFEES, LUNCHES YOU CAN HAVE

17 EVERYTHING WILL BE REPEATED EVERYTHING WILL BE REPEATED

18 UNDER PROMISE / OVER DELIVER IF POSSIBLE, OVER PROMISE AND THEN OVER DELIVER

19 ACTIONS WILL GET NOTICED ACTIONS (AND WORDS) WILL GET SCRUTINIZED

20 LEARN THE HIERARCHY AND TRY NOT TO CARE ABOUT IT AT ALL

21 CAREFULLY BITE YOUR TONGUE YOU NEED TO BE ABLE TO NAVIGATE AMONG MANY DIFFERENT PERSONALITIES

22 BE ABLE TO DISAGREE YOU NEED TO BE ABLE TO DISAGREE WITH SOMEONE AND NOT HAVE IT BECOME A THING

23 SOCIALIZE WITH YOUR COLLEAGUES

24 DO NOT BE PROPRIETARY DON T LET YOUR POLITICS CREATE A CLUB

25 SEEK OUT COLLABORATORS DON T SEEK OUT TROUBLE MAKERS

26 YOUR REACTION ANALYZE THE BEST WAY TO RESPOND TO PEOPLE IN YOUR OFFICE

27 LISTEN AND HOW DOES YOUR OFFICE HEAR YOU?

28 INFLUENCERS WHO ARE THEY?

29 TAKE TIME YOU CANNOT BUILD TRUST AND MOMENTUM OVERNIGHT

30 PREPARE YOURSELF LET YOUR ACTIONS SPEAK FOR YOU

31 FIND YOUR BALANCE THANK YOU!

32 MANAGE UPWARDS EVERYONE HAS A BOSS EVERYONE

33 Kristen Shepherd AVP, Audience Strategy and Services A Museum in the Heart of Los Angeles LACMA is a museum in a park, located halfway between the ocean and downtown. Its collection is a reflection of the diverse city it serves a patchwork of communities that speak more than 150 languages.

34 An instant landmark. New York Times Chris Burden s Urban Light, installed in 2008, has become an icon both for the museum and for Los Angeles. It is one of the most-photographed destinations in Los Angeles. Additional monumental artworks by Barbara Kruger, Michael Heizer, Robert Irwin, and Tony Smith have also become destination artworks. 34

35 Membership?

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38 1. Tell the story the right story. Know your audience.

39 2. Make sure your story gets heard! Tell the story the right way. (Again: know your audience.)

40 Tip: Come to every 1:1 meeting with a well-organized AGENDA including updates, questions, and clear next steps

41 Membership On-site Sales Summary - FY15, Q1 Current as of: 10/1/2014 Tip: Create a useful, easy-to-read DASHBOARD Week Ending New Members Renewing Members Total Member Sales Projected Member Sales Member Sales Variance Actual Conversion Rate July ,830 1, % August ,656 1, % September , % Q1 2,559 2,360 4,919 3,318 1, % Q ,300 (3,300) #REF! Q ,672 (3,672) #REF! Q ,156 (4,156) #REF! Total 2,559 2,360 4,919 14,446 (9,527) 2.68% Week Ending Projected Onsite Actual Onsite Mshp FY14 Onsite Mshp FY13 Onsite Mshp FY12 Onsite Mshp Revenue Variance Mshp Revenue Revenue Revenue OLAP Revenue OLAP Revenue OLAP July $ 115,000 $ 179,668 $ 64,668 $ 120,112 $ 43, ,775 August $ 115,000 $ 163,413 $ 48,413 $ 85,301 $ 36,752 95,464 September $ 100,000 $ 134,709 $ 34,709 $ 78,155 $ 45,550 $ 94,643 Q1 $ 330,000 $ 477,791 $ 147,791 $ 283,568 $ 126,274 $ 328,882 Q2 $ 330,000 $ - $ (330,000) $ 351,557 $ 325,014 $ 365,670 Q3 $ 340,000 $ - $ (340,000) $ 511,876 $ 358,905 $ 311,894 Q4 $ 400,000 $ - $ (400,000) $ 389,377 $ 315,524 $ 199,657 Total $ 1,400,000 $ 477,791 $ (922,209) $ 1,536,377 $ 1,125,717 $ 1,206,103 $200,000 $150,000 $100,000 $50,000 Projected LACMA Actual LACMA Fund Fund Revenue Variance Q1 $ 7,500 $ 9,477 $ 1,977 Q2 $ 7,500 $ - $ (7,500) Q3 $ 5,000 $ - $ (5,000) Q4 $ 5,000 $ - $ (5,000) Total $ 25,000 $ 9,477 $ (15,523) Q1 On-site Membership Revenue Projected vs. Actual On-site membership sales At the conclusion of Q1, on-site membership is $147,791 over goal with total raised equalling $477,791. The team sold 1,601 more memberships than originally anticipated. Final week of Expressionism (over $60k in revenue) was busiest week since final week of Turrell (over $91k in revenue). Strong quarterly performance may be attributed in part to Expressionism, strength of upcoming exhibition schedule, and an outstanding effort by our front-facing teams. Weekly units and revenue come from PE and Formstack, Monthly Onsite Revenue comes from OLAP. $- July August September Projected $115,000 $115,000 $100,000 Actual $179,668 $163,413 $134,709 Q1 LACMA Fund Projected vs. Actual $70,000 $60,000 Q1 weekly Tix + mshp Revenue Actual vs. Forecast $10,000 $8,000 Actual $9,477 $50,000 $40,000 Projected Onsite Mshp Revenue $6,000 $4,000 Projected $8,000 $30,000 $20,000 Actual Onsite Mshp Revenue $2,000 $10,000 $0 $- Jul-14 Aug-14 Sep-14

42 3. Capture the accomplishments

43 Tip: Create a culture of ACKNOWLEDGMENT and APPRECIATION for your team and REPORT UP

44 Audience Strategy and Services Q4 Accomplishments

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46 $6,000,000 $5,000,000 In addition, we ended the year more than $100,000 (6%) under budget $5,150,000 $5,493,944 $4,000,000 $3,669,000 $3,999,511 $3,000,000 $2,505,500 $2,501,431 Forecast Actual $2,000,000 $1,000,000 $847,000 $906,407 $0 Q1 Q2 Q3 Q4 46

47 The growth at this level Membership s highest level contributed an additional $100,000 to membership revenue in FY June 2013 June

48 calls handled memberships processed of membership revenue brought in over the phone 48

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51 4. Be an expert

52 5. Be a good boss

53 Kristen Shepherd 53

54 Beyond ROI: Managing up, navigating office politics, and other secrets of success from the trenches Jack Ludden, J. Paul Getty Trust Kristen Shepherd, Los Angeles County Museum of Art American Museum Membership Conference, St. Louis October 23, 2014