Faulkner is constantly brainstorming new ways to improve customer experience at Cox. That’s been more important this year than ever before with customers taking on the role of installer and maintenance people when COVID-19 restrictions prevented Cox technicians from entering homes. With all of the difficulties of the past year, Faulkner has tried to ensure that the actions she’s taking are the same she would hope to see from the rest of her team. That means being more vulnerable and allowing certain walls between boss and employee to come down. “These times require more grace and permission to be human,” she says. “I’m more conscious about setting an example – lending more time to well-being, inclusion and connection.”
What is one of your proudest moments during the pandemic? Trying the unfamiliar. My son taught me how to play a few anime role-play games. Let’s just say he has a lot of patience!
What is one of your proudest moments or achievements during the pandemic? Trying the unfamiliar. My son taught me how to play a few anime role-play games. Let’s just say he has a lot of patience!
How has your leadership style changed during the pandemic? These times require more grace and permission to be human. I’m more conscious about setting an example—lending more time to well-being, inclusion and connection.
How can companies best foster an environment of allyship? Be purposeful about hosting dialogues around differences and encouraging individuals to share their stories. Cox has used our Employee Resource Groups masterfully to encourage these discussions.
