4 minute read
Mind Over Machines has a brand new MIND in a brand new position. Karen Kuhn is a professional problem solver and people pleaser with over 15 years of experience supporting all kinds of companies. Whether she’s working in finance, real estate, food service, engineering or government contracting, Karen keeps people happy by ensuring operations run as smoothly and efficiently as possible. That’s why she’s exactly the right person to originate our newest role: Experience Coordinator.
Why Do We Need an Experience Coordinator?
For over 30 years, Mind Over Machines has prided itself on smooth delivery of smart solutions. We know we provide an outstanding product, and we’re confident our clients enjoy and appreciate partnering with us to achieve that end product. Now we are on a mission to make sure every single client interaction is the best it can be. We’ve been working to codify best practices and procedures from initial client inquiry through long-term support. When Karen came in for an exploratory interview, it became clear she was the perfect person to spearhead the initiative.
She had all the right skills and experience, but we were most impressed by her vision and drive to cultivate a workplace where every member of the team feels valued, supported and empowered to exceed expectations. Karen sees herself as a client concierge; she’s here to make sure our clients have a wonderful time while getting exactly what they need.
“Karen was a great fit with our company culture; we knew we needed to bring her on immediately,” explains Mind Over Machines Founder and CEO Tom Loveland. “She’s going to be doing a bit of everything, but her key role is to help us enhance client experience at every touch point.”
The “Why?” Game Champion
With barely a month on the job under her belt, Karen is assessing all the touch points she’s responsible for coordinating. What do we say we do? What do we actually do? Is there anything missing? Identifying and examining all potential client experiences is the first step in ensuring those experiences are consistently excellent.
“I love being a part of the Mind Over Machines team! It’s a like-minded group of people who are all super smart, work the same way, get the same jokes. It’s awesome,” raves Karen. “Right now, my job is to be a fresh pair of eyes. I’m naturally very inquisitive, and I love playing the “Why?” game: Why are we doing it this way? There are a thousand different ways to do something. I just want to make sure we’ve thought through them all.”
Thriving in the Weeds
Because Karen comes from a concierge model of customer service, she’ll go to any length necessary to get people what they need – hunt down answers, analyze options, present alternatives. “My motto is: ‘I thrive in the weeds. I’m in the weeds so you don’t have to be,’” she explains.
But there are lots of competent, detail-oriented people in the job market. What puts Karen head and shoulders above all those who thrive in the weeds is her ability to interpret exactly what people need and deliver it. She attributes that ability to the art of listening: “You have to stop and listen. Then, once you ferret out what you think the person needs, restate it and have them verify. That’s how you build relationships, get to know how each person works, and understand what they need to succeed.”
Engineering Processes for Maximum Client Benefit
This is the second workplace Karen has shared with Consultant MIND Krista Darrell. Krista has long been impressed with Karen’s knack for seeing and understanding the big picture, and she can multitask like nobody’s business.
For example, Karen recently threw a July 5th office party. Sure, it was impeccably planned, well decorated, and a thoughtful way to ease the troops back after the holiday. But she also designed it to be a springboard into the vital work of documenting standard operating procedures. It was a preliminary inquiry gathering the institutional knowledge, experience and feedback needed to (re)engineer processes that will make the Mind Over Machines client experience second to none.
That’s how Karen rolls. She consistently executes a seamless mix of low- and high-level tasks with the utmost care and commitment because, as she says, “Efficient, effective work makes everyone’s life better, including your own.”
It’s pretty clear why we’ve selected her to help us orchestrate consistently outstanding client experiences on all fronts, isn’t it?
Interested in Joining Our Well-Oiled Machine?
Karen is shepherding us through the process of coordinating our front- and backstage performance because Mind Over Machines is committed to fulfilling our brand promise: smooth delivery of smart solutions – all the time, every time.
We know that when we give our MINDs well-designed processes and top-of-the-line support, we get thriving employees and happy clients.
The Mind Over Machines hiring philosophy is to find smart people with amazing skills who care about what they do and always put people first. We bring those MINDs on and let them grow their role in ways that work for them as they evolve professionally. Think you might fit the bill? Head over to our Careers page to learn more.