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Woman of the Year Lynn Yaeger on the WICT Touchstones of Leadership
WICT asked Woman of the Year Lynn Yaeger for her thoughts leadership, mentoring, and her years in the cable industry. Find out what she had to say.
Know Yourself
WICT: What was your most challenging professional achievement and what did you learn from this experience about your own personal strengths and weaknesses (limitations)?
Lynn Yaeger: I don’t think there is one event that stands out above all others. I have developed a habit throughout my career of looking back over each week and assessing what I accomplished that week. It was probably my way of checking off the list. If I couldn’t list anything significant I was always disappointed. But I was most satisfied when I realized I had to really stretch to either start or finish something. I believe stretching ourselves is always an achievement.
Communicate
WICT: What is the best way to reach out to and captivate an audience of senior-level management in order to discuss professional development opportunities within the business or to pitch new ideas?
Yaeger: The most important and sometimes hardest thing for women executives is to “be heard”. Whether you want to discuss career advancement or a new strategic idea – finding a way to be heard among the other executives can be difficult. Simply speaking louder doesn’t garner the respect you want. In fact, it often can work against you. And, putting it in writing doesn’t allow others to hear your thoughts and input. Your voice needs to be heard and recognized. I learned over the years how important it was to “raise my hand” and speak up. Whether it’s in the boardroom or in a series of one-on-one meetings doesn’t really matter. What matters is communicating your ideas and thoughts.
Listen
WICT: How do you benefit as a leader by opening your office doors and allowing employees to freely address their concerns and ideas for the business?
Yaeger: Being a good leader involves accessibility, communication and involvement with your team and associates. I think these are some of the most important leadership traits and they need to be practiced all of the time. I could probably count on 2 hands the number of times my office door has been closed in 20 years. Not only is it critical to be there for associates but I personally gain so much from hearing their ideas, what they think, what they like and what concerns them. I am a better leader as a result.
Connect
WICT: When you started your career what impact did mentoring have on where you are today in the business?
Yaeger: When I think about the people who have influenced me in my life I don’t automatically think of them as mentors. But, that is indeed the outcome of many of these relationships. None of us get where we are in our careers without the help and guidance from others. The people who have helped me along the way come from every aspect of my life and business. One of the most beneficial though has been the opportunity to learn from and be a part of this industry’s great trade organizations. Early on I built a terrific network of colleagues outside of my own company and we were able to learn from each other and discuss a wide range of issues. I believe we all grew from that experience and it continues to this day.
Be a Catalyst
WICT: What is the most unique aspect of the cable industry, compared to other industries that have kept you engaged through the years?
Yaeger: In my mind, the cable industry is in a place all its own. I know of no other industry as open and congenial as this one. One of the reasons we have grown and been as successful as we are is because we have stayed together and worked out differences. Even through threats of competition and regulatory challenges this industry has held ground. I think that is due to sitting at the same table and the relationships that have been developed over the years. Not enough can be said for that. And, the industry allows people to get as involved as they want. You just have to raise your hand. There are many needs to be addressed as we continue to grow this business and face our competitors.
Be Fearless
WICT: Give an example of a business venture that you took a chance on, despite the odds, and ended up being a success for the business? What made you continue to push forward supporting this business venture despite the opposition?
Yaeger: A number of years ago when cable’s image was suffering both in the marketplace and in Washington DC the industry realized it needed to do something in a hurry to turn this around. The NCTA knew that few Congressional offices would listen to us until we fixed out customer service problems, and I was part of the team summoned to see what could be done. At the time Time Warner Cable’s New York City cable system had just begun an initiative called the “On Time Guarantee” which effectively promised that our service appointments would be on time or the customer would get a credit of $20.00, and it was beginning to show some results in how our customers perceived us. With an attitude that “if it can work in New York it can work anywhere,” we proposed rolling it out across the industry. Many operators – including my own – were very concerned about the operational aspects and the costs associated with such a guarantee, and a number of critical issues needed to be addressed. But once we got everyone on board and we were able to launch the initiative it began to change the industry’s image. The On Time Guarantee became a home run and allowed key constituents to view us in a different manner. Looking back I realize what a giant step this was for the MSO’s. We were truly taking a chance on fulfilling the promise at the time, but everyone pulled together and followed through knowing how important it was going to be for the future of the business.
Inspire
WICT: What significance will mentoring have in regards to building new employees’ commitment to a company and the cable industry?
Yaeger: It’s all about people and the connections they make to one another. Someone who believes in what the company stands for, who exemplifies its values and who is willing to take the time to be there for new employees is, I believe, one of the best ways to build loyalty and commitment to a company and to our industry. This is especially important when it comes to diversity and our ability to attract, keep and benefit from the most talented new voices.
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