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115: Kathleen Peterson: I actually flew off the handle

Home/Podcasts/115: Kathleen Peterson: I actually flew off the handle

115: Kathleen Peterson: I actually flew off the handle

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Kathleen Peterson Show Notes

Kathleen Peterson was in the midst of a large training project when she clashed with the project manager. She was right and she chose to fight. This episode sent Kathleen on a journey of discovery and learning. Listen to learn where she went and how she ended up learning that being right is useless.

Kathleen was born in Boston, Massachusetts – fifth born of 10 – 2nd girl. All of her siblings were close in age – no birth twins.

Kathleen’s three older sibblings were boys so she was sort of brought up by wolves, learning early on to hold her own with “men”. When she was 5; which was 1957 – the family moved from Boston to New Hampshire; her father had taken a job with a “start up.”

Her father was a self made man, literally rising from “messenger boy” to a senior executive and member of the board of directors for, at the time, the largest private employer in NH. He was extremely smart; very impish, always challenging the status quo with smarts, wit, and humor. Kathleen inherited a lot of her business savvy from him and patience from her stay at home mom.

With 10 kids, if you wanted “extras” that was up to you. So Kathleen had her first paying job at the age of 11. She was a “mother’s helper” for a neighbor with six children. Kathleen had a lot of jobs; she worked in a movie theatre, several retail stores, cocktail waitress, bartender, chamber maid, office worker, and technical illustrator; in 1979 she began what would be her “real” career when she went to work for my husband in the telecommunications business.

That led to her understanding of technology as a “support” tool to meeting objectives. She witnessed firsthand the misconception that technology alone is the solution; which was the seed of what she does now.

Kathleen is currently celebrating her 30th year in business as founder and Chief Vision Officer of PowerHouse Consulting – a management consulting firm that specializes in “operational-izing the customer experience.”

She works with many growing, quality focused organizations looking to achieve excellence when it comes to delivering on the Customer Experience – across all access channels.  She has a very strong practice in Healthcare right now working with many systems to elevate their Contact Center environments to the level of strategic asset by optimization in key areas like people, process, and technology.

Kathleen lives in Bedford New Hampshire since 1957, she lives in a house next door to her childhood home. She also has two sisters, two brothers, a niece and nephew living on the same “compound”.

She’s been married since 1979 to David, her husband and partner in PowerHouse. He leads the Voice & Data side of the practice. And she has two sons and one grandson.

Tweetable Quotes and Mentions

Listen to @PowerHouse603 to get over the hump on the @FastLeaderShow Click to Tweet

“The healthcare industry is the most changing industry on the planet.” -Kathleen Peterson Click to Tweet

“The number one success factor is leadership at the executive level.” -Kathleen Peterson Click to Tweet 

“It’s the change management that’s causing the success or failure.” -Kathleen Peterson Click to Tweet 

“I can’t fix it’s not working. What’s not working?” -Kathleen Peterson Click to Tweet 

“We’re in this wonderful moment of massive change.” -Kathleen Peterson Click to Tweet 

“Without proper leadership it’s going to be a constant source of irritation.” -Kathleen Peterson Click to Tweet 

“We have cynicism around vision because it’s not experienced in the operation.” -Kathleen Peterson Click to Tweet 

“90%+ of people say the customer experience is part of their strategy.” -Kathleen Peterson Click to Tweet 

“What does a great customer experience really mean?” -Kathleen Peterson Click to Tweet 

“Senior executives need to champion the contact center being properly managed.” -Kathleen Peterson Click to Tweet 

“Change is iterative.” -Kathleen Peterson Click to Tweet 

“Progress is almost always in spirals.” -Kathleen Peterson Click to Tweet 

“Being right is useless if you can’t effectively communicate it.” -Kathleen Peterson Click to Tweet 

“You will perform better and manage your own state of mind when you communicate better.” -Kathleen Peterson Click to Tweet 

“Being smart is as stupid as being right if you can’t communicate it.” -Kathleen Peterson Click to Tweet 

“Contribution is a privilege to be able to enjoy.” -Kathleen Peterson Click to Tweet 

“Improvement is a natural byproduct of learning.” -Kathleen Peterson Click to Tweet 

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Hump to Get Over

Kathleen Peterson was in the midst of a large training project when she clashed with the project manager. She was right and she chose to fight. This episode sent Kathleen on a journey of discovery and learning. Listen to learn where she went and how she ended up learning that being right is useless.

Advice for others

Being able to effectively communicate is the key factor in successful change.

Holding her back from being an even better leader

Nothing because I have a passion for learning and leading follows learning.

Best Leadership Advice Received

Never lose you sense of humor.

Secret to Success

Telling it like it is.

Best tools that helps in Business or Life

Nurturing my emotional intelligence and a healthy work life balance.

Recommended Reading

Backstage at the Customer Experience: Musings for Contact Center Leaders

The Corporate Mystic: A Guidebook for Visionaries with Their Feet on the Ground

Contacting Kathleen

email:  kpeterson [at] powerhouse1.com

Website: http://powerhouse1.com/

LinkedIn: https://www.linkedin.com/in/kathleen-peterson-9119228

Facebook: https://www.facebook.com/PowerHouseConsulting

Twitter: https://twitter.com/PowerHouse603

Resources and Show Mentions

54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.


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By | 2017-04-06T12:18:17+00:00 April 5th, 2017|Podcasts|0 Comments

About the Author:

Author Image
Your Fast Leader Show host is Jim Rembach. Jim is a panel expert with the Customer Experience Professionals Association (CXPA) and spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, Certified Better Place to Work Expert, and frequently quoted industry expert.