Mark My Words

Are You Misspending Your Life?

2012-01-23T12:42:00.000-08:00

We are all faced with a particular dilemma each and every day: Not enough resources to accomplish the things we want to do. Every day, we face choices. Each day, we make decisions.

Are you who you always wanted to be - living the life you always wanted to lead? Are you getting the outcomes you hoped for most?

With every tick of the clock, we invest a second of our life that we can never get back. We have limited time, and other resources: Energy (you have to sleep sometime), Money (we always would prefer more), Knowledge (what have you learned lately?), Skills (have you made the effort to master the abilities you need most?)...the list goes on.

Interestingly, there's a similarity among people that have their act together. Almost all have had a significant emotional/life-threatening experience (whether themselves or a loved one) that motivated them to identify what really, deeply, profoundly, personally matters to them in life. These foundational truths become the priorities for every decision they make. Being aligned internally creates the integrity we all see from the outside.

There is no reason to wait for a life-threatening experience! Commit to investing the time and effort to be introspective. Ponder what makes you unique. Consider what you value most in life. These will direct you toward your purpose. Once you have those "north stars" to guide you, you can determine how to maximize (say "yes" to) the activities that create your dreams and minimize (say "no" to) those activities that do not contribute towards your unique purpose.

Don't squander another minute on behaviors that don't get you the life you desire most. You don't get a second chance. And your first/only chance is slipping away every moment you delay...

Think about it. But more importantly, do something about it...today!

Proactively Reactive?

2012-01-10T18:45:00.000-08:00

I had a very interesting discussion with a senior leadership team I've been coaching. Like many of us, they are in an industry that fluctuates wildly based on changes in the economy, technology, competition, and marketplace preferences. There were some strong opinions about being "proactive" versus "reactive".

The common thinking is that being proactive always trumps being reactive.

As is so often the case, common thinking is wrong.

Don't get me wrong, being proactive is a very good thing under the right circumstances. The problem is that many leaders mistake being reactive as a bad thing. Like anything else, the truth is that a person can react well or poorly.

Reacting merely comes from experiencing something that is unexpected. Given that Life is constantly changing and we can't control everything, the most effective approach is to be able to react well when the need arises. Yes, be proactive with those things that we can influence in advance (which should be much of the time), but be open to adapting/reacting when the situation warrants it.

In a way, it is a lot like the Leadership versus Management argument. The truth is that both are valuable skills - assuming they are used properly as needed. Lead well whenever you can. Manage well those things that need to be managed.

Just do them well - regardless - and you'll be fine.

Think about it. But more importantly, do something about it...today!

Nice Is NOT Enough!

2012-01-02T11:39:00.000-08:00

It seems that people have become more focused on service as a competitive edge. That is good. The problem is that, compared to proven world-class companies, they are going about it all wrong.

To truly provide superior service, you need to provide more than just niceties. Training on how to smile and say please and thank you will not create an engaging, value-added experience for your customers. In addition to developing a caring relationship with with them, you have to provide legitimate expertise that helps them accomplish whatever they can't do on their own. (Think about why they are looking for your products/services in the first place!)

What the most successful know: It's not either/or...it's both/and.

Not only is service you provide critical, but the way you provide that service is critical as well. Pretty much anyone can provide one. It's only those who can succeed in both aspects will have the competitive edge and triumph in their industry.

So, do an informal assessment today (preferably with your team...and your customers!) - How does your product/service compare to your customer's expectations/wants? How does your offerings compare to their other options (your competition)? How does the experience (how you serve them) compare to their expectations/wants? How does it compare to the other options?

If you want to exceed all their expectations and earn their loyalty, you'll need to deliver excellence in all aspects of their experience...with both relationship AND expertise.

Think about it. But more importantly, do something about it...today!

New DAY Resolutions

2011-12-26T09:13:00.000-08:00

Having a big, audacious goal is wonderful - but the only way to achieve it is one step at a time. So, instead of focusing on tackling the large-scale resolutions for the new year, try accomplishing them by focusing on the incremental improvements EVERY day.

Simply said, do what world-class leaders do: Resolve to be better today than you were yesterday. Every day, take a measurable advancement toward your larger goal.

Take time daily to consider specific goals for that day. Something do-able that is a legitimate improvement regarding your physical, mental, emotional, financial, or spiritual health. Ideally, some small thing in each catagory - but don't aim too high at first. The strategy is to grow into the habit of making healthy habits! Perhaps start with one area each day - rotate them or prioritize them based on what motivates YOU best.

Then (this is critical), you must DO something that day. Your efforts must be DAILY in order to create a habit. The key is to NOT break the chain of behaviors. No matter what, do SOMEthing. It is the consistency that ingrains the behavior into your life for ongoing, sustainable results.

One great tip is to establish a "5 minute kick start". You can do ANYthing for 5 minutes - then decide at that point if you want to continue. (It's astounding how often a 5 minute workout - or any other temporarily distasteful "good for you" activity - can turn into a full-blown workout, just from starting!) You'll find that it eventually gets to be a habit...one that helps make you the "YOU!" you've aspired to be all your life!

Think about it. But more importantly do something about it...today!

Bringing Learning To Life

2011-12-20T08:40:00.000-08:00

Sometimes I get really frustrated at how people settle for less than they should. Have you ever asked yourself why more people/organizations aren't achieving their potential?

So, how do the most successful leaders bridge the gap between knowing and doing - and get better results that the average people? There are several keys to this elusive process:

Value it. Identify WHY you want to do it. Consider your motivation for starting - regarding the ultimate outcome or benefit. Many times, people surprise themselves by realizing they really do NOT care enough about the outcome to initiate action. If you are sufficiently motivated, then this provides the fuel for your efforts - but you still need the rest of the formula. Your plan must include accountability throughout the remainder of this 4 step process.

Know it. Here's a surprising factoid: People generally don't fail because they are ignorant. In my experience, about 85% of the time, I hear people say "I know that", but then they fail to DO that effective behavior. Those who get results make sure to know What AND How. Often, people think they know, but there is a gap between what they know (vague, big picture) and what they need to know (relevant details). This extra effort separates the ordinary from the extraordinary.

Do it. Skills require more than knowledge. The next step is to translate internal knowledge to external behaviors. Experiment. Practice. Try new things. The key is START! Getting "hands on" with the idea as soon as possible is vital. Habits/success are created by consistent behaviors. Make sure you are practicing your new skills every day. The cumulative total of your actions is what ultimately gets the results.

Share it. Once you've actually achieved some level of success, the best way to solidify the experience (for yourself and for your organization) is to teach it to others. Provide opportunities for colleagues to attempt the new behaviors in the same kind of process you used. You'll find that "teaching others to fish" will help you to multiply your results AND leave a legacy of excellence - optimizing YOUR life!

Think about it. But more importantly, do something about it...today!

Your Personal Pre-Shift Meeting

2011-12-15T07:50:00.000-08:00

Wouldn't it be great if EVERYone consistently did the right thing on a regular basis? How do the best leaders accomplish this? Well, one example is Ritz-Carlton. Like other world-class companies, they are known for consistent behaviors because they stay focused on common values - and the behaviors that reflect those values.

The key is consistency of communication and accountability. Every Ritz-Carlton property - and every department at each property - hold a pre-shift meeting where everyone participates in a reminder about that day's assigned value. As part of this process, they discuss examples of what behaviors have/can bring that value to life for that day (with the understanding that every value should be lived each and every day), with ongoing feedback. Since the information is constantly "top of mind", it becomes easier (and more natural) to reinforce what behaviors are appropriate and why.

You can do this for yourself! Generate YOUR most important values/standards and then at the beginning of each day, one at a time, focus on how to bring that day's value to life in action - whether it be with journaling, meditation, or discussions with a colleague. Then rotate around to the beginning of your list when you get to the end. Consider it a daily action plan - and an opportunity to communicate through word AND deed what you value most.

Over time, you will find what Ritz-Carlton has found - the behaviors that reflect YOUR personal values will become a habit, and you will enjoy the benefits of a life of true integrity. Simple (and low cost) actions with profound results.

Think about it. But more importantly do something about it...today!

Discovering Your/Their REAL Priorities

2011-12-13T08:20:00.000-08:00

Sometimes, interpreting priorities can seem difficult. Whether making decisions for yourself or trying to better understand someone else, getting a handle on inner values is a critical step in this very important process.

So, is there a surefire way to eliminate the mystery of someone's true internal priorities? Absolutely! All you need to do is watch where they invest their resources of time, money, and energy.

When something is important to a person, they will spend more hours focusing on that issue. You can easily measure how much time and money they spend and observe how much effort they choose to spend as well. Yes, choices. These behaviors are not by accident - they align with what's inside. Inner values/priorities leak out in the form of behaviors. This is why we typically communicate better in person - depending more on observable behaviors than merely relying on their words.

Keep in mind that the same goes for you as well.

If you're ever unsure about what is most important to you, think about the things that you choose to focus on every day. What are your priorities when spending the most precious elements of Life (time and energy) or the token of the value we bring to society (money)? These will be very strong indicators of where your internal passion/values are.

Think about it. But more importantly, do something about it...today!

Getting Your OWN PhD

2011-12-11T19:37:00.000-08:00

Yes, we all agree that developing yourself is an important strategy for improving your results in life. But who has time/resources to pursue learning all the things that can help you grow to who you want to ultimately be - both professionally and personally?

You do.

Want to know a fast, easy, and inexpensive way to grow dramatically in the direction of your unique, personal dreams in just one year's time? Instead of the huge commitment involved in enrolling at a university for an advanced degree, create your own customized program in the living laboratory of your life! Try this little strategy:

Identify the top 6 areas of knowledge or skills that you need most to attain the professional or personal goals of your dreams. Next, dedicate 2 months per topic and begin researching the "best of" information available to you. You can begin with as simple as an Internet search. Try "(topic)" + "best" + "list" (add other search words such as "thought leader" or other terms to best target your research.) As you land on valuable information, save/print/study/learn the information as you need to develop you for the attainment of your goals.

On your terms.

If your goal is skill-based, you can augment your online studies with local hands-on opportunities (locate professionals in your area to help you experience the skill-building you want.) Maybe this looks like job shadowing. Maybe it is a local trades/craft class you can take at night/on weekends. Get creative! Again, YOU drive your development.

The beauty of this approach is threefold. 1. You can do this on your schedule - when it is convenient for you. 2. You can get as in-depth and detailed as you desire - in ANY direction of content, with no one else adding irrelevant content that you don't want. 3. It is virtually a free "directed independent study" program - created by you - for you.

Bottom line: With minimal investment of time, money, and effort - you can make tremendous strides in your own development. Don't be discouraged by the expensive, long-term formal education options. You have alternatives! Go out and make the opportunities that are at your fingertips each and every day. With a little discipline, you'll be amazed at what you will accomplish with a little extra effort each and every day.

Think about it. But more importantly, do something about it...today!

Are You Being Unreasonable?

2011-11-30T19:55:00.000-08:00

Being "unreasonable" typically is seen as a negative thing. Literally "not being able to be reasoned with" should be seen as a weakness, right? Out of the mainstream? Inappropriate?

So...what about all those leaders who ushered in breakthrough movements? People like the Wright brothers, who invented powered flight - against everyone else's ridicule? Or like Thomas Edison, who dared to insist on electrically-powered light/machines in homes everywhere? Or Steve Jobs? Wasn't it "unreasonable" to try and launch a personal computer that used "real" fonts and was focused on ease of use? (Not to mention challenging the music industry with iPods, or the mobile phone industry with iPhones, or the tablet market with the iPad...)

Is it possible that the only time significant breakthroughs occur is when some FINALLY takes a stand and becomes "unreasonable"?

There's a great quote by George Bernard Shaw: "Reasonable people adapt themselves to the world. Unreasonable people attempt to adapt the world to themselves. All progress, therefore, depends on unreasonable people".

Consider your dreams - the new breakthrough vision of the future (in whatever arena, big or small) and ask "Am I passionate about my idea enough to be seen as "unreasonable" in the minds of all the myopic "keep with the safe way we've always done it" people that surround me?" If not, I challenge you to find an idea that you ARE passionate enough to risk unabashedly launching it into this world. You deserve the legacy you create on purpose - but it requires you bringing something new, different and better to life.

Think about it. But more importantly do something about it...today!

Who Do You Think You Are?

2011-11-25T07:25:00.000-08:00

Think about the times you've had a conflict with someone - or there's been a different opinion about an issue between your company and your customer base. Notice a trend/pattern? Virtually every time, the conflict starts when there are differing perceptions.

How do you fix this BEFORE it becomes a costly problem?

Last week, I was working with a Fortune 500 company who had a proactive solution. Starting with their employees, they arranged for everyone to complete various simple assessments - as a way to initiate discussion about different issues. (You can download some free samples at http://www.smallworldalliance.com/free-business-tools.html)

After you and your colleague(s) fill one out, simply compare perceptions/opinions and make the opportunity to discuss where you are coming from. [Note: Any assessment by itself does nothing - it's just an excuse to have a discussion, where the real value is.] This process gets everything out so you can get on the same page - or at least understand (with no unpleasant surprises) how you differ. This approach addressed nearly all assumptions and allowed them to resolve issues before they became costly problems.

The bonus? Approaching their customers with the same kinds of questions in a less-formal/"no assessment form needed" part of their natural discussions had similar outcomes: Better clarity/understanding/communication for less conflict and better results.

Not bad for an investment of FREE, eh?

Ready to make things better? Start addressing big issues before they become bigger problems!

Think about it. But more importantly, do something about it...today!

Connecting For The Long-Term

2011-11-13T15:12:00.000-08:00

Have you ever thought about how to create raving fans or advocates for your business? Working with Disney, Apple, Ritz-Carlton, Nordstrom, and others, I've seen the approach these successful companies use to consistently engage their customers - both externally and internally (their employees). It can be stated in this simple phrase:

Reach their hearts, then teach their minds.

Of course, logically being a great value is critical to success, but facts and figures will never truly create passionate relationships. Before you can "prove" your worth, you must first reach their hearts with a shared purpose, build your relationship/credibility, THEN seal the deal with your (logical) products and services.

Once you form that deeper link with what they truly value, then the rest is just details that evolve over time. If your connection remains dynamic and value-added, you will (like every healthy relationship) serve to develop each other over time. Each adding value in a dance that gains momentum, grows in depth, goes the distance.

No complicated formula or expensive technology required. Just authentic person-to-person interactions that make a difference in the things that matter. We regularly see this with the loyalty leaders out there. There's no reason why you can't do this with your employees (first) and (then) your external customers. Create opportunities to have meaningful discussions about Values, Vision, what they truly, deep down care about most. Then build on those connections each and every day to provide a pattern of consistency. Invest in these efforts now and you'll discover a growing list of passionate advocates for you in no time!

Think about it. But more importantly, do something about it...today!

Anticipating Customer Needs

2011-10-20T20:12:00.000-07:00

How do companies like Apple create products and services that we want - even before we knew we wanted them? The answer to this is what will set you apart as different/better to your customers!

The truth is that customers don't always know what they want next. They rarely are able to say anything more than "better, faster, cheaper - now". Next is a mystery to them. But it doesn't have to be for you.

Let's break it down: Your customer knows what they like (not always what they want). You know your industry - especially the behind-the-scenes technical aspects. We can't expect our customers to be able to articulate anything other than some incremental improvement to what they already have. Bringing your customers' future desires to life is your job. Only you can build what they will want...if you can bridge the gap.

How do world-class companies do it? They work hard at being intimately knowledgeable and understanding of their customers - and combine that with their own technical expertise to project what future products/services can satisfy their deepest desires.

Uncover the why beneath your customers wants, and you'll have clues as to where to strategically leap. Once you've accomplished creating the next big thing, you merely have to engage them by compellingly communicating how the new product/service connects with that deeper want.

Anticipating customer needs isn't about focus groups or surveys or "expert opinions". You have a perspective that your customers will never have. It is all about truly understanding them and using your technical expertise to build their future - for their benefit. Because exceeding their expectations is a genuine priority for you. (When it is, you will always be rewarded.)

Think about it. But more importantly, do something about it...today!

Breaking The Comfort Cycle

2011-10-10T17:11:00.000-07:00

Want to make a dramatic improvement in your life? Here's a great place to start: Breaking the human nature cycle we all encounter that goes something like this...

1. You realize you're uncomfortable with some experience (public speaking, new technology, etc.) so you convince yourself that you'll never be any good at it.
2. You avoid doing that thing you're uncomfortable with (because it's painful.)
3. A situation arises where you can't avoid doing it (that's just the way it is.)
4. You don't prepare sufficiently (because you avoid the painful discomfort as much as possible).
5. You have another bad experience (the natural consequences of not practicing/preparing enough).
6. You convince yourself that you'll never be any good at it and swear that you'll never do it again (which is not true - if you practiced, you would be better.)
7. Repeat.

Avoiding something that is part of professional (and/or personal) life is foolish. An unavoidable situation will arise eventually - and it will continue to be painful until you learn from it and break through the discomfort.

Accepting these uncomfortable trials with courage and discipline will break the vicious cycle. Not only will it get "less uncomfortable" (not everything in life eventually gets comfortable), but you'll benefit from getting better at the experience.

Discipline and hard work on things that are uncomfortable aren't very sexy, but it is the only way to gut through these situations. A little extra effort can earn you that breakthrough you've been wanting.

Think about it. But more importantly, do something about it...today!

Special Forces Biz Secrets

2011-09-25T19:12:00.000-07:00

We've all heard about the Special Forces teams that confront the most important missions our country faces for the ultimate safety and security of our citizens. General William H. McRaven recently outlined the six keys to success of those critical teams when the highest stakes are on the line. They are just as relevant for YOUR business operation.

Simplicity - Complicated rules and regulations only create confusion. Complicated doesn't get implemented consistently and isn't sustainable. Do the difficult work up front to distill your goals, roles, and responsibilities down to their essence.

Security - Teams that are insecure focus on "not losing". They become risk averse. When employees feel safe and secure they open up and begin to develop and grow - becoming more cohesive and stretching their innovation efforts.

Repetition - There's a common saying "practice makes perfect" - this is a lie. The truth is that "practice makes permanent". Not only must you make time to practice (so your efforts become automatic) but you should practice in as realistic a way as possible. Sloppy practice creates sloppy habits - and ultimately, sloppy results.

Surprise - Telegraphing your intent to the competition only allows them to prepare for you - making your efforts more difficult and your results less effective. Consistently aim to change the game. Break new ground and amaze your industry (and your customers) in the process.

Speed - Being first to market is a huge competitive edge. Making the first (well-timed) move allows you to set the terms for engagement. You're then competing on your terms.

Purpose - Having a reason why creates a reason to try (harder, smarter, etc.) A compelling Vision based on worthwhile Values makes the difference between a team going through the motions or passionately driving for world-class excellence. Everyone wants to dedicate their lives for a purpose.

Discuss how your team measures up regarding these issues and consider how you can improve for better results. Create your own elite "Special Forces" team and make a real difference!

Think about it. But more importantly, do something about it...today!

Harley-Davidson Service Standards

2011-09-18T22:48:00.000-07:00

Their brand is as distinctive as the rumbling sound from their mufflers. Harley-Davidson has successfully generated a brand that is so strong that even non-motorcycle riding people want their merchandise. And loyalty? Their fans are among the most fanatic of any brand out there. You know you've arrived when customers start tattooing your logo on their bodies.

What kind of tools do they provide their employees to deliver a Harley-Davidson experience that matches their brand? Well, I recently worked with them and among their many tools, I have the 6 simple (though not always easy) service standards from their orientation:

Hello - Greet everyone with a warm welcome - like a valued member of your club.
Approach - Initiate contact to help break the ice.
Recognize - Engage them in a personalized way that treats them as a valued individual.
Look it up - Go the extra mile when helping the customer. Get the answers they need.
Enthusiasm - will spark that of your customers. Share the Harley passion.
You - are the one that brings Harley-Davidson to life for the customer.

(Yes, it spells "Harley"), but more importantly, it guides each person to focus on the things that matter most when earning loyalty. Even a "rough and tumble" brand like Harley-Davidson understands that genuinely connecting with their customers (and their shared passions) is what sets their brand apart from others.

What kind of experiences can your team create that inspires customers to tattoo YOUR logo on their bodies?

Think about it. But more importantly, do something about it...today!

Identifying Your Golden Goose

2011-08-27T21:25:00.000-07:00

Do you find yourself in a sea of competition - struggling to identify a clear-cut differentiator that can help you establish a competitive edge?

Most people make the mistake of simply working harder at the same things that the competition is working hard at. Everyone continues slogging along - never really making any real progress.

The better option? Here's a quick three-step activity that will reveal what you need to know:

1. Make a list of all the things that you offer that your customers value.

2. Cross out all those entries on your list that your competition can copy (unless it is a proprietary trade secret or patent, they will copy it...and it cannot be a differentiator)

3. The remainder is what makes you unique. That is your goose that lays the golden egg. That is what sets you apart. That is what you must nurture at all costs! (Tip: Most of the time, true differentiators are relationship based. Having a special connection with a customer is typically something a competitor can't touch until you lose it. Yes, it is yours to lose...)

Think about it. But more importantly, do something about it...today!

The Scam: Managing Versus Leading?

2011-08-14T18:30:00.001-07:00

You may be the victim of a scam! Have you ever seen the common comparisons between Managing and Leading? Typically, they include words like:

Manager:
Enforces consistency
Duplicates
Asks how
Forms policy
Corrects weaknesses
Wields control
Does things right

Leader:
Elicits creativity
Originates
Asks why
Sets example
Builds strengths
Applies influence
Does the right thing

These business writers/pontificators always make it seem like being a Manager is bad and being a Leader is good.

What a pile of...uh, a crock of...uh, what a load of...well, you know what I mean.

Next time to see such a list (or hear someone spouting off this Manager = bad, Leader = good nonsense - ask them this: Is anything on the "Manager List" always bad? The answer is "No, of course not". Since when is "doing things right" a bad thing? Puh-leeze!

Bottom line: The truth is, we all need to be good at using EVERY tool possible that matches the situation we are faced with at the time. When we are addressing processes that consistency, then enforce that. When creativity is needed, elicit that.

Anything overdone, becomes a weakness. Don't fall for the "all of nothing" scam. Focus on being the best in the behaviors in BOTH lists. Then you will be a Manager/Leader (whatever you want to call yourself) that ultimately makes a real difference.

Think about it. But more importantly, do something about it...today!

Want To Learn Something?

2011-08-09T08:52:00.000-07:00

Developing yourself is a sure-fire way to benefit your professional - and personal - life. Unlike "things" like money and possessions, what you learn can never be taken from you. Consider your list of things that you'd like to know (Don't have one? Create it today!) The next step is how to learn and make it really stick:

Teach!

Yes, when you put yourself in the position to teach others, you change your approach completely. The pressure is on to really know and articulate the information. You make the additional effort to to break it down into logical, orderly chunks. You consider potential tough, challenging questions. You put yourself on the line.

If you want to learn something that you'll retain, try this:

1. Identify what skill/knowledge you want to learn
2. Assess how long it should reasonably take to learn it
3. Announce a teaching session to your colleagues - promising results

Adding number 3 really changes the dynamics of learning, doesn't it?

This approach consistently creates a deeper understanding and recall of the material. Not only will you benefit with gaining something you wanted to learn, but you'll help others learn too.

Definitely worth your - and their - effort.

Think about it. But more importantly, do something about it...today!

Easier Is Not Always Better

2011-07-26T13:06:00.000-07:00

It seems we're all seeking "the easy way out". Short cuts. Cram sessions. Work arounds. The quest for "easier" can be a good thing - but not always.

Striving for improvement often makes things easier, but we shouldn't confuse the two. Focusing on consequences can help give a bigger/better perspective.

It's easier to stay in bed all the time - but then your muscles will atrophy.
It's easier to skip brushing your teeth - but then they'll rot out.
It's easier to not go to work - but the you'll lose your job...and your income...and your home.

Yes, there can be actual value from struggling/working for something. These days, building discipline and extraordinary effort is not considered very sexy, but it is the backbone of accomplishing anything worthwhile.

Rather than focusing on making things easier, the better approach is to focus on improving things overall. Think about things holistically: How will a particular action (or lack of action) affect all related dimensions. Your business = your employees, your customers, and your financial/operational results? Your life = your physical, mental, emotional, and spiritual results? Unless ALL aspects are considered, a decision can't truly be considered the "best" decision.

Bottom line: Is it worth it? Pain versus payoff? Here's something to consider: Rather than lowering your sacrifice to ease the pain, what if you raised the payoff goal to make the effort worth it? I've discovered that making the extra effort (raising the payoff) always results in bridging the gap between average results and amazing results.

And I know you are much more interested in amazing, eh?

Think about it. But more importantly, do something about it...today!

Impression or Impact?

2011-07-18T20:16:00.000-07:00

You may have heard the sayings - they all make the same point:

All sizzle but no steak.
All hat and no cattle.
All talk and no action.
All style and no substance.

Question of the day (week/month/year) - Are you making an Impression or an Impact? Isn't it intriguing how some people are busybusybusy trying to create a short-term fake "buzz" when they could invest that same effort into developing a REAL long-lasting impact instead?

Impressing people may generate attention - at least for a little while - but they rarely last more than a season. It's kind of like the difference between celebrities and stars. One of my Disney jobs included working with "Talent" for special events. It's interesting how some people have temporary fame - they are hot for a while, then when it becomes obvious they are not talented (or talented in only one thing that loses favor) - they fade away. They might make a interesting first impression, but there's no depth to keep our attention. So they lose significance.

Creating an impact is about making a difference. Being memorable for more than just getting attention - it is about making something that matters. True stars stay interesting for years. They develop and contribute in ways that continue to add value to the productions they are involved in. Typically, they are more than good looks and a great agent - they are constantly improving their craft, or selecting projects that add value, or just plain give back to others.

Trust me, word gets around. (As it does about each of us.)

Making an impact isn't complicated. Focusing on being "on-purpose" and (daily) building something of value is what gives life more meaning.

And who doesn't, ultimately, want a life that makes a meaningful difference?
Think about it. But more importantly, do something about it..today!

Digging Deeper. Going Farther.

2011-07-10T10:14:00.000-07:00

There's a whole lotta talk going on these days. Talk about being different and better. Talk about engaging employees and customers. Talk about leadership excellence and operational effectiveness and strategy and tactics.

But very little results. Why is that? What do proven winners do differently to achieve those outcomes?

Well, the operative word is: DO!

When it comes down to separating the ordinary from the extraordinary, the key is consistent execution. Those who succeed eventually stop talking and start doing.

How do they do that, when it's not always clear about what to do?

In order to get to the root issues (and, therefore, the root actions required), world-class leaders don't just talk superficially about what makes their business different and better. They dig deep and get into the details of their unique target market and confront the difficult work of knowing their customers, their industry, and themselves.

[Pop quiz: What is the one thing that you do better than anyone else? What - specifically - makes you different than the many other options your customers have? And why should your customers really care? Hint: Your competition probably know this. You had better make sure your customers do too!]

Then, using that valuable information, world-class successes build the discipline (not a sexy or comfortable word so most business/self-help books shy away from this) to consistently implement - in alignment with what their customers want most and what they do differently/better than anyone else.

Simple, but not easy. Take the time to dig deeper this week - so you can go farther than you've ever gone before. You, and your customers, deserve that.

Think about it. But more importantly, do something about it...today!

Passion Over-rated?

2011-07-06T07:08:00.000-07:00

How many times have we heard "Follow your passion"? Obviously, immersing yourself in whatever jazzes you is a good thing...BUT...the most successful people realize that it isn't the only thing. Passion alone is over-rated. Think of it this way: Passion is fuel. Fuel by itself can be either unproductive or downright dangerous. What else is important to leverage your passion for success?

One additional/required consideration is focus. Unless you have sufficient focus on how your passion best adds value to others, you are not likely to get the results you ultimately desire. Focus allows you to target your energy, like a water hose with a nozzle on the front - gaining power as the stream of water is channeled in a specific way. Adding focus gains you the time lost by pursuing other unrelated tasks.

Another ingredient is consistency. Success is never a result of inconsistent execution. Adding the discipline of daily effort towards a singular goal is what builds upon each previous effort. Passion can wane - even with activities we are passionate about. "Priming the pump" during those times of lower energy (challenges/set-backs) will generate momentum that average people will never achieve.

Finally, nothing happens - regardless of passion - until you take action! People often talk about what they are passionate about...but never actually do anything about it. The natural consequence is no results. Instead, once you have identified the basic direction of your goal, begin! Hone/fine tune as you learn - but take action. This is what brings your passion to life!

Passion + Focus + Consistency + Action = Results.

Missing something in your results? Then do a check-up on one of the four elements that ultimately create the results you're hoping for - and adjust as needed.

Think about it. But more importantly, do something about it...today!

80% and GO!

2011-06-21T10:34:00.001-07:00

Think about it: The first time you do something is all about learning. You tend to get the biggest insights about what NOT to do.

This can be either disturbing or encouraging.

Most often, when something is important to them, people tend to plan and wait and plan (and plan some more) until they think everything is perfect.

It never is.

Naturally, we get better every time we experience something. So, what's the better solution to getting really good at something that is really important? Jump in and experience it as QUICKLY as possible as OFTEN as possible until you hone & fine tune it to your ultimate goal of excellence. We have to get past the "I'm not 100% sure what I'm doing" phase and to the much more profitable (and enjoyable) "I know what I'm doing" phase - quickly - to gain a competitive edge.

At Disney, we used to call this "80% and Go". It meant that when we were about 80% sure it was the right thing to do, we initiated action - even if we weren't quite sure of the details. The plan was to be hyper-aware of the feedback/learning you get at every step and adjust as best you can in the moment. Some Fortune 500 companies call this "rapid iteration". It simply means "the way to develop mastery is to do it as fast and as often as possible and learn your way to success".

What things are YOU planning/waiting on today?

Think about it. But more importantly, do something about it...today!

The Leader's Pathway

2011-06-08T11:58:00.000-07:00

There is one primary measure of a leader: Do they have followers? It's been said that a leader without followers is just someone out taking a walk. Trite sayings aside, what does a good leader do that others do not?

The three things that set a good leader apart from "wanna-be's" is that he/she:

1. Knows the way - An effective leader has done the research to understand how long-term success works. They focus not only on getting results, but how they achieve those results. Building a working knowledge of operations, finances, and people (both employees and customers) lays the foundation of "getting the tools in the toolkit".

2. Goes the way - Having tools is nice, but it doesn't accomplish anything unless the tools are taken out and utilized. Followers universally expect their leaders to have integrity. In addition to knowing how things should be, a good leader "walks the talk" - being an example of how to actually do the right things right - and achieve sustainable success. Someone once said: "You can read all the books in the world about swimming, but unless you actually get in the water, you probably won't be much of a swimmer." Leaders actually perform.

3. Shows the way - In addition to knowing and doing, a great leader develops others along the way. While the primary responsibility of a leader is to help others accomplish goals, growing other leaders in the process is what leaves the longest-lasting legacy. Making a difference in what you can do is good. Helping multiplied leaders make a difference (domino effect of developing leaders who, in turn, develop additional leaders, and so on) is the measure of truly great leaders.

Which kind of leader are you? What path are you on? What legacy are you creating?

Think about it. But more importantly, do something about it...today!

Life/Work Lessons From The Front Line

2011-05-27T15:32:00.000-07:00

A colleague recently shared some remarks made by a career soldier:

1. Remember, if the enemy is in range, then you are too.
2. All cover is temporary.
3. Above all, remember your mission.
4. When in battle, soldiers are less focused on winning for the country than fighting for their buddy/team.

These simple statements hold profound truths that apply to our work - and our personal lives.

1. The closer you get to engaging any activity, the chances of danger/failure goes up. Talking about taking action is risk-free because you aren't really doing anything other than talking. Of course, you gain nothing as well. Real living requires stepping forward and confronting the challenge. Remembering that those situations can "bite back" is critical. Choose wisely.

2. When colleagues/friends offer help, they expect it will be for a specific window of time. No one wants to be left hanging or obligated for long-term support when it should only be a temporary situation. To make the best use of their support - and not wear out your welcome - plan, coordinate and execute accordingly.

3. Life and work are full of distractions. It's easy to get focused on the many micro details and lose track of the macro big picture of why we're doing what we're doing. Reminding ourselves of our ultimate purpose/goal is critical in making the most of our time and resources. It's all about priorities.

4. Workers that are part of an organization aren't necessarily loyal to the company - they are more connected with the people they work closely with inside the company. Anyone who wants to create a culture of loyalty must create an environment that is conducive to people engaging each other at the team level.

As you enjoy this holiday weekend, consider the value these insights provide and thank a veteran for keeping us safe/secure enough to be able to focus on life and career.

Think about it. But more importantly, do something about it...today!

Improve With The Right Questions

2011-05-25T06:02:00.000-07:00

In the interest of continuous improvement, most people try to engage their customers to discover ways they can improve their experience. Worthy intent, for sure - but most go about this the wrong way.

Typically, well-meaning questions like "How can we improve your experience?" don't get the answers we can easily use. The reason? The customers a.) can't effectively articulate a specific answer to such a broad question and/or b.) they aren't motivated to spend the time/effort to help you improve your operation.

The solution? Ask better questions - such as "Was there anything about your experience that frustrated or disappointed you?" This type of question specifically targets what you want to know: how to improve their experience - by minimizing the obstacles that undermine it being the best it can be. In addition, even those who are upset about having an unsatisfactory experience will take advantage of the opportunity to discuss what disappointed them. Either way, you win because:

you can provide service recovery immediately to those making the suggestions to help make them happier

you can improve with tactical information you can implement

future customers will benefit from the actual improvement

Sometimes, breakthroughs are hidden in subtleties - such as what questions you ask...and acting on the (better) answers you receive.

Think about it. But more importantly, do something about it...today!

Create a Win-Win-WIN!

2011-05-15T08:19:00.000-07:00

Many of us have heard the phrase "Make it a Win-Win". Simply said, it means "don't agree to anything with someone unless it benefits you both." This approach supports a fair, healthy long-term interactive relationship - as opposed to a one-time only transaction. It's a good place to start, but not the most effective approach to optimizing your relationships. What is even better?

Creating a Win-Win-WIN!

Not only should you focus on benefiting you and your direct business collaborator, but also consider how the ultimate "customers" benefit - your customer, the collaborator's customer, the cause you are working towards, etc. If you both are fully committed to ensuring that ALL people benefit as the agreement radiates out, then you can be sure that it will likely grow/build momentum rather than be a one-time deal. The ultimate goal in business (and in Life!) is to create something of value that is both sustainable and develops perpetual motion (a "life of it's own") that continues adding value to everyone involved.

That's a legacy worth working for.

So...what are you doing that is different and better - for not just you and your immediate colleagues, but for all the "customers" you exist to serve? Create a compelling reason for people to prefer you and your product/services (by adding superior value in exchange for their money, time, and effort) and they will become loyal to you...and want to participate in "spreading the gospel" of your shared cause.

Think about it. But more importantly, do something about it...today!

The Word "No" Is Your Friend

2011-05-08T17:15:00.000-07:00

Colleague Jerry Weintraud once said "Every minute doing one thing is a minute NOT doing something else. Every choice is another choice not made." These two sentences hold a profound truth that we should all apply to our lives.

Most of us say that we have too many responsibilities - too many urgent items on our "to do" list. An overwhelming professional workload that seems impossible to balance with our overwhelming personal workload.

Sound familiar?

Usually, the root problem lies in saying "yes" to the wrong things. As leaders/role models we want to be action-oriented "make it happen" people who take on challenges and get results. Examining the most successful people, we find a counter-intuitive situation: They get more accomplished by saying "no"!

Yes. Saying "no" to the less important tasks (as urgent as they may be) frees up time to invest in the more important tasks.

Clearly identifying your priorities (Values, Vision, etc.) and measuring every request with the questions: "Will this task play a significant role in getting me to my most important goals?" helps spotlight what to start saying "no" to.

Here's an activity I did often with my executives at Disney: Imagine having an 8th day a week - what would you do? (Many responded with "Spend more time with family", "Work out", "Do more strategic planning", "Develop myself & my team", etc.) Then we would do an activity where they prioritize their responsibilities from top most important (not simply urgent) to least important. They were then tasked with delegating or deleting the bottom 15% of their list. THAT became their "extra day of the week". [Trumpets sounded, a shaft of light comes down from the sky onto them, they tingle all over...well, you know what I mean...] They were then guided to filling in that new found time with the wish list they generated earlier.

Try this exercise yourself and start saying "no" to the less important things that steal precious time from you accomplishing your very best.

Think about it. But more importantly, do something about it...today!

Aim Small, Miss Small

2011-04-26T09:57:00.000-07:00

There's a saying with gun marksmen: "Aim small, miss small". This refers to a tactic that helps place bullets closer to the precise goal. Rather than focusing on the entire target, the better choice is to aim only at the smallest, "dead-center" part of the bull's-eye. Even if you miss the very center of the target, you'll usually miss the bull's-eye by much less than if you simply were shooting at the larger target in general.

The same thing applies to goals in our life/business. The more specific we are in our Vision/goal, the more likely we are to get closer - even if we fail to "hit the bull's-eye".

Consider how detailed your goals are for your future. Are you "targeted" on the more general aspects of what would be success or have you imagined the smallest details? Have you considered what all five of your senses would experience (What would it look like, feel like, sound like, smell like, taste like) to finally accomplish the goal?

Here's the kicker: If anyone else is involved in helping to make your goal happen, then it is impossible to clearly articulate these details (so they can effectively visualize them) if you are not able to describe it in the smallest detail yourself.

So, revisit the goals for your successful future - and get better focused on the absolute center of your target...if you really want to hit the bull's-eye rather than merely the edge.

Think about it. But more importantly, do something about it...today!

Are You More-dinary?

2011-04-15T08:44:00.000-07:00

In an effort to be more competitive, some people make the mistake of trying to simply provide more of the product/service they (and their competitors) deliver. Lazy thinking that is a big mistake. Merely providing more is related to manipulating the price. In the end, you make your offerings a commodity - a path that only drags down profits... and, ultimately your business.

This just makes you "more-dinary". Boring AND unhealthy. The cure? Constantly strive to be different and better. That ALWAYS differentiates you from the competition - often allowing you to charge a premium (making you interesting to your customers AND resulting in a healthy bottom line! What a bonus!)

Discover the deeper reason your customers desire your industry's product/service, assess what/how you and your competition is delivering those things, and then focus on what you can do to be different and better in the minds/hearts of your customers. Then execute soon and well. Repeat. Often.

The competition will always try to copy success. Your job is to 1. Stay engaged with your customers - both external and internal (employees), and 2. keep becoming different and better. To stay relevant and thrive in your business - no matter what it is - ANYthing is better than settling for "more-dinary". Instead, choose to be extraordinary!

Think about it. But more importantly, do something about it...today!

Forgive, Yes...But Forget??

2011-04-09T15:40:00.000-07:00

We've all heard about the common saying "Forgive and forget". It's typically used to describe a more gentle, "enlightened" view towards our fellow human beings - encouraging us to achieve some kind of world peace by simply wiping the slate clean and forgetting it ever happened. What a load of bull...uh, I mean - what a foolish choice!

Forgiveness is one thing. Whether you forgive or not really only impacts you. Refusing to forgive a wrong is typically rooted in an emotional resentment that will lead to bitterness if left to fester - only serving to continue harming you - rather than the wrong-doer. So, ultimately, the wisest option is to choose to forgive. Whether or not to forget is quite another issue.

The healthiest option after being the victim of a negative experience is to forgive and remember! That experience - and memory - should be used for a productive purpose.

The goal for any and all life experiences is to learn from them and grow in wisdom and good judgment. Remembering the details that led to the experience and - logically - leveraging that insight to help make better choices for the future is the better option. To forget would be a shameful waste of the experience, making it more likely that you'll put yourself in the position to be victimized yet again...a much worse tragedy.

This brings to mind the more balanced saying of "Live and learn". So, when you are deep in the aftershocks of a painful experience - just focus on remembering the mistake, so you're less likely to repeat it in the future.

Think about it. But more importantly, do something about it...today!

Spoiled or Pampered?

2011-03-31T11:50:00.000-07:00

I was recently meeting with leaders at a company who talked about how important service was and bragged how their goal was to spoil their customers. They were stunned when I told them it was a very bad idea. Blaphemy? Actually, they simply misused the meaning of the word, but that simple mistake can cause problems as the word filters through an organization.

Sometimes, people misuse the word "spoil" to mean "taking good care of someone". Nice thought, but the word is commonly used as "That kid is a spoiled brat". What meaning do people associate with "spoiled"? One way to create a monster is to give a child anything they want, when they want it - with no accountability. A kid might want candy for all meals, but it is NOT in their best interest. Eating only candy is actually bad for the child's health. If a person does this, they aren't caring for the child, they are actually doing the child (and everyone that child associates with as they grow older) harm!

The better option would be to "pamper" the child. A small difference in meaning that makes a big difference in the outcome. Pampering exceeds expectations, but does so in a more healthy way. Spoiling creates entitlement. That's why spoiled people throw tantrums - they think (inappropriately so) that "it's not fair" if they are "denied" what they "deserve". (Does that sound like customers or employees that you know?) Pampering keeps the candy as an occasional (more balanced) treat, when they actually DO deserve it - without spoiling them.

This is not merely semantics. Using inaccurate words when communicating expectations can create confusion - an operational problems. The key is courageously caring enough to give when it makes sense AND caring enough to say "no" when appropriate.

As we used to say at Disney "The guest may not always be right, but they will always be our guest. If they are wrong, they must be wrong with dignity!"

So, consider how you exceed your customers' (both external AND internal customers) expectations. The mosy consistently successful businesses WOW them, but do it appropriately. Remember: If you spoil them, they WILL spoil your results!

Think about it. But more importantly, do something about it...today!

Be Unique Or Die

2011-03-22T17:49:00.000-07:00

Here is a CRITICAL consideration: How are you different and better than your competition? If you're not, then you will become irrelevant...and out of business.

Think of it this way, when your customers are deciding about getting a product or service you happen to provide, they will think of all the options available to them. When considering you AND your competition, they will compare the true cost to them (money, time, and effort) to the product or service (the "thing" as well as the entire experience) they are purchasing - and judge it all based on what THEY value.

There are several options:

What you offer is less than one of your competitors, and you lose the sale. You eventually go out of business.
Your experience is the same as your competitor(s), so it becomes all about price. Your product/service just became a commodity and you follow the inevitable price war down - and you eventually go out of business.
What you offer is different/better than your competition and you earn the sale.

Obviously, the best option is the third one. However, being unique does not guarantee long-term success. You must consider two more things:

Your competition can copy just about anything (marketing, product, environment, processes - they can even reverse-engineer your product), but they cannot replicate the relationship you/your employees have with them. Once you earn loyalty, it is nearly impossible for your competitor to "steal" them away.
You must continuously improve everything about your customer's experience. This includes your relationship with each customer.

The most important thing you can do is to establish what your customers really want then consistently deliver it while exceeding their expectations (being unique/different.) Spend some time with your team focusing on implementing different/better/unique and you will be amazed at how you will start to gain marketshare.

Think about it. But more importantly, do something about it...today!

Get Alive

2011-03-13T22:31:00.000-07:00

Do you want a business/relationship that is alive? (Of course, who doesn't!) Bringing life to your Life doesn't have to be as difficult as it often seems. Like when I was at Disney, the first step is to recognize the few things that make the difference between just existing and really living:

1. All life is GROWN. To breathe LIFE into your life (or relationship or business, etc.) you have to treat it like any other dynamic, living thing. For example, think of a plant - if you want the plant to thrive (rather than simply survive), you must nurture it. Same as anything else. How is that best done? By implementing the other two aspects:

2. Be aware of what that unique plant (your business, career, your Life, relationship, etc.) requires to thrive. Pay attention to it. Invest time and energy into learning about all important aspects of it. Examine and understand what strengthens it and what weakens it. Then...

3. Care enough to do something about it. Make it a priority. Spent time/energy/resources to consistently see that it's needs are exceeded (in a healthy way) in order for it to GROW more alive.

Sometimes, Life can get so hectic that it gets easy to neglect things (dreams, goals, people, ourselves) that we value. The natural consequences of that action (or lack of action) is the same as neglecting a plant. It WILL start to weaken, whither, then die. The question is: what is YOUR priority? You can always tell a person's TRUE priorities by where they choose to spend their time, effort, and money. Where are you spending yours? If not where you want, start growing again - now - before it is too late.

Think about it. But more importantly, do something about it...today!

The 3:2:1 Rule

2011-03-03T13:57:00.000-08:00

Looking for better results? Most people are. Here's a frustrating fact: Consistently successful organizations don't focus most on the outcome - but they still get better results than the rest. Here's why...and how...

Performance is a result of skilled effort - which is a result of passion and commitment. World-class companies get better results because they track backwards to the internal root cause and focus on improving there instead - guiding the process until they achieve the superior external results they desire.

If you want a 1% increase in performance, then you need a 2% increase in effort (the kind your customer values) - which is sparked by a 3% increase in commitment (by your front line team - who delivers the effort.)

Some call it the "3:2:1 Rule". Yes, some of the investment gets lost in the shuffle (that's human nature for you), but done well it's worth it. Remember, the percentages of internal results don't have to cost a lot of money - just well-placed leadership, engaged relationships, and targeted innovation.

You can use this proven approach to set up your own improvement plan. For example: If you want a 2% increase in your financial results, you begin by investing in improving your team's engagement/commitment level by 6% (interact with them, listen to them, challenge them, develop them, etc.), which will affect a 3% increase of performance on their behalf (the power of pride, integrity and ownership!) - gaining you the 2% bottom-line results (from satisfied/loyal advocates) you hope for.

So, if you're interested in achieving consistent external results (like those proven world-class companies), focus on the internal resources that get you there first. ANY small steps towards engaging your team will become a catalyst for improvement in your outcomes.

The 3:2:1 Rule. As simple as 1, 2, 3!

Think about it. But more importantly, do something about it...today!

"On-stage" or "Off-stage"?

2011-02-18T14:03:00.000-08:00

I just got back from speaking at an event with a few hundred people in attendance. All the details were covered. The stage was arranged well. The materials and lighting were set "just right". Seating, programs, music, coordination and timing, the service team's attire...everything in the ballroom looked/sounded great. The event team was excited to create an experience that was memorable.

Well, it was. For the wrong reasons.

Just after lunch, everyone was re-seated and listening to the speaker before me, when the side of the room we all heard...snoring. From the AV technician!

The whole room began to shift around uncomfortably and murmuring/snickering traveled around the ballroom for a loooong 20 seconds until someone walked over to the technician and finally shook him awake.

Guess what ended up being the most memorable moment from THAT conference?

More importantly, what do you think people are saying about the event company? The same event company, by the way, that went to all the effort and care to make sure "everything was perfect" - failed to focus on the team's behavior as a part of what really mattered.

Anything people can sense in any way during your event will either add to or take away from the value they perceive. ANYthing. As we used to say at Disney, if they can see, hear, taste, feel, or smell it, then it is "on-stage" and we should manage it to ensure a great experience. Consider, not just the "things" in the room, but the people as well, and ask "are we sending the message we want to send?" and "How will this impact our customer's experience?"

After all, you want to be remembered for the best reasons, right?

Think about it. But more importantly, do something about it...today!

Are You Free Or Fantastic?

2011-02-08T19:36:00.000-08:00

Have you noticed that, these days, your customers are more demanding? The recent economic challenges have caused us all to be more thoughtful and demanding when it comes to spending our hard-earned dollars. How do you compete when, more and more, people expect something for nothing?

As wonderful as the Internet can be, it is also the source of easy access to the lowest price option. In fact, "the low, low price of FREE" is becoming a common goal in the race towards commoditization. Bottom line: When there's nothing special/different/better about your product or service, why should anyone pay more for it than the cheapest source?

The only time it makes good business sense to offer something for free (or even at no profit) is if there is strategic value. Either 1. To entice your customer so they do business with you and you can sell them more items where you make your (ultimate) profit; or 2. to use it as a tool to gain exposure/awareness for future sales.

Otherwise, the "strategy of free" is, ultimately, a default strategy for going out of business.

The only other strategy is to be "fantastic". Designing your product or service so customers experience a "WOW" means you can charge (and they will pay) a premium. (At Disney, we used to call this "pixie dust" - you can do it too!) Not only do you get a buzz of publicity (happy customers tell everybody!), but you earn profit that actually keeps your business in business.

Wouldn't you prefer that scenario?

What does the "strategy of fantastic" require? Simply adding value at every touch point of your customer's experience. Exceed their expectation (by being different/better) every step of the way and they will come back - AND tell all their friends/family to do business with you too!

Think about it. But more importantly, do something about it...today!

THE Performance Dimensions

2011-01-30T10:31:00.000-08:00

This blog is for any of us who work for a company or who own a company. (Those set-for-life/not interested in ever working again folks can go back to sleep...)

The key part of improving you/your business is knowing what to look for to determine what direction you're moving. Here's the good news: Your checklist has arrived!

What do you get when you cross-reference the most admired organizations with the most successful companies (Fortune 500), then survey executives, board members and analysts from the 24 industries represented? You get an amazing insider's view of what dimensions to focus on when planning or measuring your improvement process.

Here are the 9 dimensions:

Innovation (How creative are you in breaking new ground - both internally and externally?)
Quality of management (leadership throughout your operation)
Quality of products & services (what impacts your ultimate customer experience)
Long-term investment values (Are you connected/committed to the long haul?)
Social responsibility to community and environment (Making a difference beyond your bottom line creates meaningful purpose)
Ability to attract, develop, and retain top talent (The best talent exists - the goal is to create an environment that they passionately want to join)
Financial soundness (Are you healthy/balanced in access to liquid funds?)
Use of corporate assets (Are you responsible with how you use your resources?)
Effective in doing business globally (How connected are you to people beyond your borders?)

Use this list to stimulate discussion with YOUR work team. Think about -and take ACTION on -your business differently: adopting a better strategic approach will lead to the kind of proven success the best world-class businesses enjoy.

YOU deserve the best results for your best efforts. Time to step up, step out, and break through.

Think about it. But more importantly, do something about it...today!

Guaranteed Breakthrough

2011-01-18T21:03:00.000-08:00

Ever notice that sometimes, even in the midst of a long-term improvement effort, you hit a phase where things seem to stall? Sometimes we get so caught up in achieving a specified goal that we miss the real opportunity - AND the meaningful breakthrough. Consider this catalyst to shake things up:

Rather than continuing to fixate on your pre-determined, measurable outcome - take some time revisit why you are making the effort and then (perhaps) shift to different options that will make it better.

The key here is (re?)discovering what your CUSTOMERS think is "different" & "better".

Different: What is your competition doing? What are they not doing? Is your brand (personality of your company) distinctive? Is the customer experience unlike anything else in your industry?
Better: What does your customer value in regard to your industry's product/service? Speed? Dependability? Quality? Why does your product/service even exist? Improve in that area, and you will gain a competitive edge.

Too often, organizations get so caught up in delivering action items and tactical plans, that they fail to stay engaged with the more relevant perspective.

Bottom line - becoming different & better, as defined by your customers, will always be an improvement (always!), and will draw the attention you need to eventually move your business (and you!) to the top.

Think about it. But more importantly, do something about it...today!

Where Do You Go Right?

2011-01-08T12:39:00.000-08:00

After a life stumble, we often hear someone say "Where did I go wrong?" Good to do. Obviously, making mistakes is not the preferred outcome - but it happens. Repeating a mistake, however, is a completely unnecessary waste. If we are paying attention and care enough to make the effort, we can learn from every mistake we - or others - make...and forgo that avoidable wrong.

Another question - rarely asked - is equally important: "Where did I go right?" Examining successful decisions (ours or others) actually help us repeat success.

Consider this: In every success story, there is a moment when things shifted for the better. The successful person did something differently to start down a different road leading to a better result. Here's the bottom line - and it is pretty simple:

If the path you are currently on is not leading to the ultimate goal you want, then you must change what you are doing to achieve what you desire. You may not know exactly what to change, but you DO know that life as usual is not it, so your "do nothing/the same" option is NOT the right one. (If you don't know what you want, then THAT just became your new task.)
The longer you stay on your existing path, the longer you are moving in the wrong direction. (The whole "where did I go wrong?" thing - yes, you just answered that question. You're choosing it every day you stay on your current path.)
You must take action to see the results. Planning is nice, but it doesn't count as an action step in regards to actually improving. Yes, taking action risks failure (that is why most do NOT take sufficient action), but by definition, the path you're on is failing you already.

The real question then, is not "Should I do something differently?", but "What should I do? (experiment with whatever needs improving until you start seeing results) and "When should I do it?" (Now. It's the first step that keeps most people from optimizing their results. Once you've taken that first step, the second becomes easier, and the third easier still - until you break through to become part of the successful group that began doing things right.)

You have the choice to make NOW the answer to the question: "When did I go right?" All it takes is that first step. Are you choosing to take it, or continue settling for less in your life?

Think about it. But more importantly, do something about it...today!

Let It Go!

2010-12-29T15:56:00.000-08:00

As we rush/stagger/grind/step towards the end of the year, many of us reflect on what was and what may be. While I encourage this (not just once a year, but every quarter/month/week - as best you can), it seems that "resolutions" - regardless of when they occur, rarely last. On average, only 15% of those who make New Year's resolutions keep them for at least 30 days. What a shame!

Part of the problem most have with adopting new behaviors is that they are still embedded in the rut of old habits (muscle memory and/or mental hang-ups.) Here's the key that all successful professionals know: Before you can successfully follow a new path, you have to stop walking the old, less-effective path. In other words: what keeps us from adopting effective new habits is INeffective old habits.

Japanese culture has some interesting rituals for the transition between one year and the next. For example, many hold "ending of the year parties" (called "bounenkai" - or "forget the year"), where they ceremoniously cut ties with anything holding them back from growing/improving for the upcoming year. Another tradition is called "osoji", where everyone deep cleans their homes, offices, and schools to literally begin the new year with a "clean slate". While I don't follow these practices, I do appreciate the acknowledging of how we must create closure for one chapter before we can successfully begin a new chapter.

So, as you begin making plans for your next chapter, please consider what you need to STOP doing - or let go of - BEFOREHAND. Once you've confronted that detrimental anchor, then and only then will you be free to sail forward towards whatever exciting new adventure you have in your heart.

One final word of encouragement: If you're not living the life of your dreams, then why not? When are you planning to live your unique purpose? No matter where you are today, the very best time to begin is NOW. Don't wait another day. No more settling. Take the first few steps and you will begin to see an amazing shift in momentum toward the lifestyle you've always wanted.

You will never regret it, I promise. I can guarantee you the inevitable: you'll regret not starting sooner if you wait.

Think about it. But more importantly, do something about it...today!

The Alternative To Change

2010-12-20T10:06:00.000-08:00

If you don't like change, I understand. But you're going to like mediocrity a WHOLE lot less.

The real problem with change is, despite what many claim, it is NOT always good. In the real world, we've all been burned by change at one time. So, what's the alternative? Don't focus on change - focus on improvement!

Here's the TRUTH about legitimate improvement in your life:

1. The definition of "improved" is determined by YOU.
2. Improvement, by definition, must be different...but different in YOUR direction!

Bottom line: All improvement requires change, but not all change is an improvement.

Are you clear about what you want that is different/better? If not, invest some time to figure that out. (Today would be good.)

Are you willing to take action and DO what is required to create that improvement? If not, then prepare yourself for a life of pain and disappointment. Regardless of what all those foolish Secret/Name It, Claim It fad philosophies claim, it doesn't happen by magic...and no one will do it for you. (The good news? The effort is worth it. Really!)

Here's an interesting factoid to consider: Have you noticed that only about 5% of people who make New Year's resolutions see them come to fruition? What percentage of people do you consider to be truly successful in life? About 5%? Do you think there's a connection? I believe in both cases, it's simply because the successful people are clear about what they want/what direction to move in order to improve, AND they invest the required effort to achieve their goals. That's not always fun or sexy, but it works at Disney and other world-class companies, consistently. (Yes, ANYone can be successful!)

Are you setting the stage for an improved new year? If not, why not?

How will 2011 be different/better than 2010 for you? What will YOU do differently/better to actually make your goals a reality this time? (Hint: The best time to start is NOW!)

Think about it. But more importantly, do something about it...today!

Facebook Versus Face Time

2010-12-12T11:23:00.000-08:00

A key to both business and personal success is how well we can really connect with others. What works best to really connect with someone: Meeting in person? Calling them? Talking to them? Talking with them? Mailing them? Emailing them? Texting data/information? Sharing opinions? Sharing feelings? Sharing secrets?? The options continue to grow!

Obviously, the start of the answer is appropriately connecting using whatever resources are available. At Disney, we asked WHY we wanted to connect to determine the best option. Best long-term solution? Quality rather than quantity. And no, they are not mutually exclusive - you can have both!

Today, much is being discussed about the varying forms of social media: Facebook, Twitter, blogs, etc. There's nothing wrong with those tools as long as they are each considered as only a part of your efforts to truly connect.

Oftentimes, we get caught up in being so focused on a task that we forget that how the task is done is just as (many say even more) important. Appropriately including your personality in the sharing of information is what makes all the difference. After all, if there's no "you" in the interaction, then they could've gotten the information from some inanimate computer or something. "You" are not required. If that isn't unsettling, it should be.

Think about any recent interaction you've had. Here's a simple test: After the interaction, did the person know more about you, understand more clearly how you are aligned, or like you/respect you more than when they started the interaction? If not, it was probably not engaging. "You" added no special value. Your role could have been automated...and will be - unless you do something about it.

Want to improve? Here's a challenge for you: Think about the people you want to really connect with. What access methods (face-to-face, phone, email, text, social media, etc.) do they value? [Tip: Use those methods] The next time you have the opportunity, purposefully ask questions about potential ways your interests overlap. Discuss common opinions and feelings about issues that are relevant. Focus on how you interact and make sure it engages the other person.

Then watch how your connection dramatically improves.

Then watch how your business improves!

Think about it. But more importantly do something about it...today!

Cutting Through The Fog Of The Unknown

2010-12-03T17:54:00.000-08:00

Coming to the end of one year and the beginning of another brings to mind "the future". Most of us do some sort of business forecasting (even if it is informal) to determine how we want to position ourselves to be as successful as possible in the coming year.

Forecasting your future is complicated by the many unknowns - after all, the future hasn't happened yet. However, being brutally honest about your current reality can serve as a good launching point for the near-term future. Here are a few "behind-the-scenes" questions we explored at Disney that you may want to consider:

What's really happening in the world? What trends/needs are becoming obvious and likely to be long versus short term?
What different/better offerings are missing that your target market values?
What are your (potential?) capabilities that could service/take advantage of those trends?
Do you have the team and knowledge in place that can service those developing trends/needs?
Do you have or can you find the resources to service those developing trends/needs?
Are you willing to make the effort to position yourself and execute the actions required?

Connect these dots and you will begin to clear the fog (and thus the fear) of the unknown. Rather than only doing this once a year, consider doing this every 3 months - or even more often, if your work dynamics call for it. The more you attend to the reality of your situation, the easier it is to influence it.

Having the discipline to make time beforehand to strategically explore these issues and then the assertive drive to execute your plan will determine your results. Don't wait until New Years to make the traditional "resolutions". The only way to get a jump on your competition is to start before they do.

Think about it. But more importantly, do something about it...today!

Becoming A "Clutch" Leader

2010-11-27T18:15:00.000-08:00

After watching several intense sports match ups this week, I noticed that something interesting happens at critical moments in each game: Leaders - both on the field and off - make decisions (or not) and take action (or not) that ultimately determines the outcome. Oftentimes, in the battle of two opposing teams, one leader will "choke" when everything is at stake.

What creates success in these high-pressure scenarios? What brings leaders through "in the clutch"?

When I was in charge of leadership initiatives at Disney, it was interesting to see what set the most effective leaders apart from the average leaders. A recent study done for the US military reveals some of the same insights that my team discovered when exploring what made the most significant difference:

Focus - Are you focused on the details that strategically relevant to this particular situation? Can you ignore any superfluous activity while leading through the challenge?
Discipline - Are you able to consistently follow up and generate accountability? Are you a legitimate role model with integrity?
Adaptability - Are you able to learn from the past, yet let go of everything that doesn't serve you or your team in this unique situation? Is there another (different) right answer?
Being Present - Are you able to "fly by the seat of your pants" and make decisions during the "real time" process of gathering problem solving information?
Fear/Desire - Are you appropriately motivated (either by fear or desire) enough to passionately move forward - despite the circumstances?

How do you measure up when it comes to these traits? What life experiences can you get involved in (now!) that can help you better develop these traits?

Your future teams - and your leadership career - will reflect your actions today regarding your leadership during difficult times. Do you want to be known as the leader who comes through in the clutch? Then...

Think about it. But more importantly, do something about it...today!

Getting Extraordinary with Ordinary

2010-11-14T08:50:00.001-08:00

I'm not much into formulas. I'm not a number-crunching/stats kinda guy - over and beyond the bottom line "what are the results?" type. However, after many years of talking with other leaders about what it takes to get superior results, most are stunned to hear what I have found while working with dozens of Fortune 500 companies:

Ordinary tactics + discipline = Extraordinary results.

Let me explain:

Have you noticed that when you read about what world-class companies say they do to achieve amazing outcomes, you (like most professionals) think "well, that's obvious" or "that makes sense"? Most of what these outstanding businesses do is not super-secret, mysterious proprietary strategies or tools. They follow a path to success that has been followed by many other consistently successful companies before them. the have leaders that are role models. they engage their employees in working together effectively and in creating innovative solutions. The exceed the expectations of their external customers by attending to the details that they care most about throughout their entire experience. they focus on low/no cost investments that make good business sense for the long-term.

Then why isn't everyone getting world-class results as well? They don't (sufficiently) focus on the "ordinary" discipline of consistent implementation. They fail to be consistent/fair in their accountability of behaviors. They don't take the risk of being courageous enough to be transparent in how they face the truth/reality of their individual and team performance. Ordinary "do the right thing" effort has, unfortunately, become uncommon.

It's easier to talk the talk than to walk the walk. It's easier to write a bonus check than to have a thoughtful token of appreciation. It's easier to entertain the idea of success rather than experience the sacrifice required to achieve it.

There's nothing extraordinary about proven strategies - we know what to do. If we're not getting the results, it's because we simply fail to:
- take a cold, unblinking look at ourselves
- take the time to identify root causes and the natural consequences
- invest in building healthy, long-term working relationships
- won't consistently make the constantly-required behaviors that lead to the results we desire

Those who want the easy way out always balk at this truth. It's not sexy or "business as usual". But it is simple - and what has been proven to work. Just look at those renowned organizations who are experiencing consistent success. What works - works!

So if you want extraordinary results, simply look to proven (ordinary) tactics and the tried and true (ordinary) discipline of implementing those tactics. If you need help, go out and get it, but no one achieves real success until they bridge this gap. NO one.

So, you want to be a SOMEone, or a NO one?

Think about it. But more importantly, do something about it...today!

Not Just Hardware

2010-11-01T19:04:00.001-07:00

I just returned from serving as a judge for the Singapore Experience Awards - an event that honors the best business practices (and results) of organizations across industries throughout Singapore. While the visit to Singapore was excellent as always, this particular trip provided an interesting new insight.

An executive of a large international technology corporation mentioned that their renowned success throughout the world was not the result of their amazing hardware, but of what he called "heartware" - the passion of his engaged employees. He recognized that without their passion for innovation and executing their plans to the highest standard, their products would simply be more in a market of mediocre "things".

Interesting that, in a land that is so well known for how they embrace technology, they have the strategic wisdom to place a premium on what actually creates that technology.

A rare insight we could all benefit from, I think.

Consider all the competitors in your industry. For the most part, you all have access to the same resources - offices, office supplies, computers, raw materials, time, etc. What typically determines the outcomes of an organization is how they utilize those common resources. The best do so in decidedly UNcommon ways.

When was the last time you focused on upgrading YOUR "heartware" at work? By shifting how you select, train, communicate, and reward your team you can transform what you achieve with your resources. Or, as Walt Disney once said "taking ordinary resources and creating extraordinary results"...to optimize your competitive edge.

Think about it. But more importantly, do something about it...today!

Recruiting For Keeps

2010-10-11T11:50:00.000-07:00

I just finished a session with a European association of Human Resource professionals who are struggling with their recruitment efforts. The common complaint is that "there are no good people to hire". Actually, the truth is that there are PLENTY of good people out there. The real challenge is that they already have jobs working elsewhere. (After all, why would a legitimate good quality employee be out of a job...really? If you create a great culture, they will come to you!)

While many people asked questions about how to get more people to fill vacancies, the real root problem is two-fold:

1. Not keeping existing "right fit" talent
2. Not selecting new "right fit" talent

Employee retention is a chronic challenge for most organizations. Taking care of the people you have is a full-time job. Maintenance is not my strength, but I've always made sure that I engaged an internal support system to ensure people felt supported and cared for. Open communication, rewards & recognition, personal development, and mutual respect are just some of the tools you can use to create a culture that remains dynamic and attractive. When people are involved, they can create the kind of workplace that jazzes them most - every day. Involvement is directly correlated to engagement, buy-in, and ownership. When people are in an environment where they can connect with their passion and really make a difference every day, they will actually fight rather than leave.

As for not selecting "right fit" talent, this is usually the result of either not knowing how to articulate the non-negotiables of your unique culture (values, vision, standards, personality, etc.), or a lack of discipline in holding out for a right fit - instead hiring any warm body to fill the position short-term. Regarding this last issue, I've found that the team will bear the wait longer if they a) understand the value of holding out for a good fit colleague, b) are confident that the person selecting the new colleague has the same criteria as they do for "right fit", and c) the person selecting the new hire is working as hard as they are covering the additional responsibilities.)

When you hire the right people and maintain the relationship, it will continue to grow and stay healthy...just like any dynamic relationship. (Feel free to test this in your personal relationships too!)

And, yes, YOU can influence your recruitment process.

Think about it. But more importantly, do something about it...today!

Results, Not Effort

2010-09-26T18:44:00.001-07:00

I'm noticing a growing problem in the workplace today. More and more people are defending their value based on how "hard" they are working - as if the amount of effort they expend means anything.

Those who know me know that I value hard work (I have no patience for laziness - in thought OR deed!), but working a lot and accomplishing little is moronic.

There, I said it.

If a logger works hard, spending all day trying to cut down a big tree with a penknife when they could be using a chainsaw, do we applaud their effort? Of course not. We call him foolish! Loggers are valued by how many trees they cut down. The amount of time or effort they spend doesn't add any additional value. It simply isn't relevant to the outcome.

The weird thing about human nature is that we tend to judge others by their results while we judge ourselves by our intent. [Enter loud buzzer sound here.] Sorry. This doesn't (and will never) be acceptable to any logical, fair-minded person.

The measuring criteria is results. Period.

In the real world, we earn value by creating it. Effort and time are things that are spent. Hopefully, our energy and time is invested in a way that creates more value than we used. If not, we chose poorly. If so, then we are growing our resources and influence - and benefit because of that.

Value is defined by the one "purchasing" the outcome - whether an employer or the recipient of the effort. An employee who can create ten quality widgets an hour (regardless of effort) will always be worth more than someone who creates less. If you are exerting more time/effort than others on a particular activity and producing less, rethink your approach. Either learn do be more effective or switch to something that is more aligned with your personal strengths.

Spending more time and effort defending your lack of results is, well, an additional waste of time and effort...because it will not result in a better result. It just sounds like whining (definition of whining = "anger coming out of too small a hole." Ha!)

Think about it. But more importantly, do something about it...today!

Gaining The Power To Make A Difference

2010-09-26T12:09:00.000-07:00

Had an interesting conversation with a client last week about making a difference. He said he wanted to but felt powerless to actually make it happen. Here are some relevant insights/options that might be relevant to what you are going through:

First of all, all power is actually based on the influence you have in a particular situation - either over things or people.

When I was in charge of Leadership initiatives for the Disney Institute, my team discovered that the most successful leaders at Disney first influenced people so that they could affect things and lead people (followers) accordingly.

That said, there are many different ways to gain power/influence:

What you have - When you have money/resources, you are of value to others and can influence accordingly. Keep in mind that your "stuff" is not you. If your resources go away, so does you influence/power.
Who you know - Are you influential with those who are influential? Meet them, get to know them, and be worthy of their trust/respect.
What you know - Develop yourself so that you know information or have skills regarding something of value to others. An important thing to know is what matters to the people you want to make a difference with - and what is currently influencing that situation.
Who you are - Do people care about you? Do they admire you? Do they fear you? If so, they will be willing to do things for you - including tap into their resources. (FYI: The fear condition is always short-term and always backfires.)

Bottom line: The most sustainable strategy is to be a person of integrity and connect with people - proving that you are trustworthy and care about them. Then develop yourself with what you know (education) and what you can do (skill). Who you know and what you have may ebb and flow with time, but relationships and abilities (when properly maintained) will provide all the influence and power you'll need to make a difference.

Have you identified what legacy you want to leave? What is your passion? What worthwhile goals do you have that help those you care most about?

Think about it. But more importantly, do something about it...today!

What Vision Tool Lacks True Vision?

2010-09-13T20:54:00.000-07:00

I've been noticing a disturbing trend. It involves people focusing themselves on their future.

Now, I'm all for people being strategic about where they want to go. I'm a huge advocate, in fact. My problem is the way some folks are going about this very important task.

They're creating "Vision Boards".

I'm not even really against Vision Boards (where people cut out and post pictures that represent their vision for their best future as a form of daily inspiration/reminder.) I just have an issue with the way a lot of people (most?) are doing them...because they are severely missing the point and undermining themselves.

Most people cut out photos of homes, cars, vacation spots, jewelry, expensive clothes, etc. - in other words "things". Of course, owning things is not, in and of itself, a bad thing. It's just that "things" are an outcome of being successful - NOT success. Trust me. Having all the "toys" is nice, but despite enjoying them, it is not what makes you successful or happy. Once you get the "things" - what next?

It is much more helpful to develop a Vision that reflects a more noble (unchanging) goal: who you want to BE. The difference you want to make. The impact you'll have on people's lives. Not as easy to find magazine photos of these things, but they are the real, deep-seeded driver that inspires/motivated your efforts in the long run.

Success is really about others. Things are usually about self.

Ironically, your "self" benefits most when you benefit others best.

So, what's your "True North"? Is it compelling you to grow and improve today? Are you moving in the right direction?

Think about it. But more importantly, do something about it...today!

Multiplying Your Impact

2010-09-05T10:50:00.000-07:00

I had an interesting conversation this week with a client about how they seem busier than ever, but don't seem to be accomplishing as much as they need to.

A pretty common problem, based on what I've heard and seen lately.

Lots of challenges: high expectations, people are struggling/desperate, competitors are intensifying their efforts to gain/keep market share, tension at work...and at home.

The real problem is that expecting a "one for one" return on your time/effort is no longer a sustainable proposition. More and more resources are available that can multiply efforts, so that is becoming the benchmark.

The solution?

1. Make sure that you are moving in the right direction. [Is it your passion? Does it align with your personal Values? Is it what your customers - whether in your personal or professional life - really, truly want?]

2. Connect with pre-existing, natural networks. [For example: if you sell widgets, identify (or start!) a widget-users association of people who are passionate about widgets. Make the very best widgets possible. Provide value. Invest effort to be an influential authority within that community. Enlist your new fans to participate in connecting the dots between their passion and your product. If you honestly deserve their business, the value of your product/service will spread like wildfire throughout this pre-existing network of passionate members.]

3. Connect with various types of social marketing venues [Even if, like me, your forte is not technical or social networking, you can partner with those who provide this service. Chances are your passionate, loyal customers will handle spreading the word if you simply give them access to you.]

This effort will guarantee that others - whether in person or via social networking, etc. - will multiply your efforts. When your activities align with who you are, your customers, and the most effective forms of connecting all those dots, you (via "they") will multiply your impact.

Think about it. But more importantly - do something about it...today!

How Many Days Have You Lived?

2010-08-27T17:12:00.000-07:00

I was working with a client organization the other day and saw a sign in the machine shop. It was one of those typical signs that state how many days the team had gone without an accident. During my conversation with the shop manager, we discussed the previous day's leadership workshop on aligning Values, Talent, and Vision and how it related to the common safety sign.

People keep track of things that are important. Things like safety. Why then, do we not measure other things that are just as/more important?

For example, the client's safety sign read "123 days without an accident". Why don't we have a sign in our homes that read "18,250 days that I haven't died?" Unfortunately (or fortunately), we can't have a sign with the number of days we have left in life. I'd bet that would be a sign everyone would pay attention to.

Maybe I was wondering about this because I had just gotten news of the unexpected death of a friend's husband. We don't often think of how many days we've been alive - or that those days are numbered...somewhere. Maybe we should. How would that change our results in life?

Imagine instead if we had a sign that measured how many days we really lived! This was the discussion I had with the manager. "What if people were focused on what was truly important to them (Values), and what they were best at doing (Talent) that propelled them forward towards a goal that was compelling and desirable for them (Vision)"? As their leader, his job is to help them make that happen.

That is ALL of our jobs: To identify those things and take action to see that we stay on course. Every day.

Wouldn't it feel GREAT to add a new number each day to your sign "How Many Days I've Really Lived = X"??

Think about it. But more importantly, do something about it...today!

Problem, Challenge, or Opportunity?

2010-08-19T18:28:00.000-07:00

Today I heard some people having a heated discussion about whether it was better to refer to a situation as a "problem" or an "opportunity".

What a waste of time.

The REAL issue isn't the terminology - it is the fact that, typically, all they do is talk. That's a common situation that most people/businesses are in today. Here are some practical distinctions I make that I've been told by clients is helpful:

Definition of "Problem" = Anything that is unacceptable to you. The degree of your problem is the degree of unacceptableness. REALLY unacceptable = BIG problem.

Definition of "Challenge" = A problem that you are willing to face/fix.

Both "Problems" and "Challenges" are "Opportunities". The truth is: We have almost unlimited opportunities each and every day. You can choose to have one less soda a day and lose about 15 pounds a year. You can choose to wake up 30 minutes earlier each day and invest that time strategically considering your future. You can choose to take the 5 minutes immediately after reading this blog to call a friend or family member and tell them how much you care about them or to ask forgiveness/forgive them to enhance your relationship.

Every day. Every hour. Every minute is an opportunity.

The question is: "Will you take action"?

Merely talking about definitions of words and other concepts without acting on that discussion to add some kind of value is a complete waste of energy. Calling something a "problem" isn't what creates negativity/defeat. Failing to do anything constructive about the problem is what keeps it a problem - and retains the negative consequences.

Solution? Commit to do more than talk about what needs to improve. Take action to achieve something of substance that means something at the end of the day.

Just a suggestion...you could start with that phone call...

Think about it. But more importantly, do something about it...today!

What To Do When Things Hit The Fan

2010-08-09T05:52:00.000-07:00

Interesting how Life can change in an instant, eh?

Family, friends and colleagues members have had major changes occur recently. One has had several challenging health issues with numerous family members. Another has just gotten married for the first time. Still another is struggling to make sense of several professional opportunities.

Whether good news or bad news, massive change can create an overwhelming situation that can cause us to spin our wheels.

What is the key? It's all rolled up into one of my favorite sayings: "Organize or agonize".

Recently, I was working with a client who was struggling with similar issues - not knowing what to do next and being confused by the swirl of activity around them. In times like this, I like to take a step back and remind myself of a few things that keeps me balanced and focused.

KNOW your purpose.
SOW your talents.
GROW your legacy.

Once you've done the hard work to get clear about your purpose in life, it makes it easy to identify what to say "yes" to and what to say "no" to regarding your time/schedule.

Once you're clear about what your unique talents/skills are, you can make better decisions about leveraging your strengths to better establish your niche.

Once you're clear about the difference you ultimately want to make (based on your purpose and your talents), you can target building your legacy in a comprehensive, fully-integrated way - wasting as little effort as possible.

Just a little something to consider when things get crazy - which, in this hectic life, can be more than once a day.

Think about it. But more importantly, do something about it...today!

And Then Comes...The Judgment

2010-07-28T17:50:00.000-07:00

One of my current clients is a new international media company - full of young, fresh-faced employees that want to change the world. Very exciting stuff. I'm loving the high-energy, the fearless attitudes, and the willingness to be creative/innovative. All these characteristics are worth their weight in gold.

Their problem? They've discovered a troubling trend. They'll select an idea, then all start working out different aspects of that idea to being it into production, then - something invariably derails the process. Again and again, someone on the team (different every scenario) does something that causes the rest of the carefully laid dominoes to fall.

Bummer.

They've come to realize that the common denominator is "bad judgment". Their zeal, overdone, becomes a liability.

The key ingredient to good judgment is experience. Judgment requires comparing things and making an educated guess - a guess based on probability - gathered from the experience with the various aspects of the situation.

For example, if I'm in my car trying to pull out into busy highway traffic, I use my past experience to gauge the speed of the oncoming cars, the opening between certain cars on the road, my car's pick-up performance, my reflexes, etc. Then I act.

If my judgment is good, then I merge seamlessly into the flow of traffic. I have successfully "judged" the importance I placed on all the elements in an appropriate way.

If my judgment is bad, I either interrupt the flow (problem) or even get into an accident (bigger problem.)

This is why inexperienced people make bad choices. They are still learning all the changing components of the unique situation and "guessing" the best they can.

Inexperienced doesn't always mean "youth". Some people who haven't been exposed to different aspects of life (through circumstances or choice) don't have the tools to "guess" effectively. And some young people have incredible judgment because they've been building it from an early age.

So, how do you "build good judgment"? The same way you build good character or anything that is worthwhile and lasts:

1. Get curious. Purposefully expose yourself to new experiences. Don't passively wait for it to magically happen by accident.

2. Pay attention. Notice the details of the dynamics of how and why things happen. Notice the natural consequences. There's a reason consequences happen the way that they do.

3. Make the effort. You must build good judgment (bad judgment tends to be the default in Life.) Get engaged.

My client organization is making fantastic strides in optimizing their new experiences. They're not settling for some superficial/temporary "program of the month" - they are building a foundation - one "on purpose" experience at a time. They are becoming seasoned on their own terms...which will allow them to achieve their dream of changing the world.

What are you doing to purposefully achieve your dreams...on your own terms?

Think about it. But more importantly, do something about it...today!

"Excuse My Dust"

2010-07-17T11:46:00.000-07:00

Believe it or not, "Excuse My Dust" is written on the gravestone of humorist Dorothy Parker. Not exactly known for her protocol sensitivities, I must admit, I appreciate her humor - and the ultimate consideration expressed in her "final words".

Parker was a prolific writer known for her caustic wit. She had a reputation for making an impression on everyone she met. She was making things happen. When you are really working at making a difference, some dust is to be expected.

Whether you are working with customers, guests, clients, or partners - consideration is the key (appropriate humor doesn't hurt, either.) Taken literally, being considerate is simply considering others first. Making the effort to see things from their perspective, and think about how the situation/our potential actions could be affecting them, and what their preferred situation/outcome would be - we can begin to work towards providing for that.

Not always easy, but truly that simple.

No matter who you are interacting with, a little consideration goes a long way to making that experience a success. Simply asking: "What are their hopes for this situation?" or "How is my behavior impacting them?" - and doing something about it - can make a world of difference for them.

And for you.

Think about it. But more importantly, do something about it...today!

Pixar Magic Can Be YOUR Magic!

2010-06-22T10:21:00.000-07:00

You may have heard about Pixar's recent accomplishments: Record-breaking attendance for IMAX; Unprecedented 11th straight #1 box office opening week. Stunning!

The interesting thing is that Pixar is not achieving this by accident. Here are the steps that YOU can follow to get the same amazing results:

Begin with Your Story. What are your foundational Values? Your primary Vision? The deep-down wants of your Customer? With Pixar, EVERY decision is measured against these three things. Until you clearly identify and communicate these issues, you WILL waste time, effort, and money.

Set the Stage. Innovate rather than imitate. Your organization is unique. Don't copy what other world-class companies do. Instead, copy how they THINK - and then apply that process to your unique situation. Continuous improvement by doing what makes the most sense for YOU is the key.

Recruit the Cast. Taking your business to the next level is achieved only via your employees. In addition to the "stars" that are thew role models for your business, consider actively engaging those who are unhappy with your current outcomes. For Toy Story 3, Pixar gathered all the "black sheep" who had been complaining about how things needed to be improved and put them to work to accomplish that task. Give your malcontents a chance to "put up or shut up"!

Now, go out there and do something unprecedented!

Think about it - but more importantly, DO something about it...today!

Measuring Time = Measuring Life

2010-05-29T09:04:00.000-07:00

It is a common tradition to take stock of our lives every New Years. Seems natural - the beginning of a new year and all. But assessing our life just once a year also seems way too long between reviews. Not nearly enough feedback in between checks.

So I started doing a mid-year check-in with myself as well (about this time of year.) That's when everything started to change for the better. Started seeing some improvements over the once-a-year reviews. So I started once a quarter. Then once a month. Then once a week.

Now I conduct once a day assessments of where I am and how am I moving forward RE: my big life goals/bucket list.

Don't get me wrong - I'm NOT a number-crunching, "sadistics" kinda guy. Still not. Quite the opposite. Plus, it always weirded me out when people focused so much on measuring things in their life. Many people get so focused on the measuring process, they take their attention away from the real life-living part. What a shame.

But I came to realize that measuring something doesn't make it less "natural" - as long as the reason for measuring it stays the primary focus. The point is that, once I identify a goal (or goals) that are aligned with my values, talents, and passion (my purpose), then the more I stay aligned with that path, the more fulfilled I will be as ME.

It's really all about making more (often) informed choices. When is that ever a bad thing? Plus, seeing changes in the direction of your goal - even small improvements - is encouraging, and motivates me to stay the course/make even more improvements.

Not a bad tactic, actually.

It takes some getting used to, but it can actually make a transformative difference in the amount of LIFE you have in your life.

Think about it. But more importantly, do something about it...today!

A Hungry Dog Hunts Best

2010-05-26T14:09:00.000-07:00

Hall of Fame golfer Lee Trevino once said "A hungry dog hunts best." Ever since my mother became friends with Lee a few decades ago, I've enjoyed his earthy way of being both fun and, at times, profound. This quote is a great example.

Over the past couple of years, both clients and colleagues have been asking me about how to thrive in these difficult times. I'm happy to help, but I also know challenging times should serve as a powerful reminder about what balance and good business health really is.

Whether in the physical sense or in the business sense, I've found that I actually enjoy being a little bit hungry at all times. Being extremely hungry? Definitely not! But even when everything is going fan-freaking-tastic, I strongly believe being a little hungry is healthy.

Being hungry reminds me of what's important. It keeps me aware and focused. It keeps me lean and agile. Being hungry keeps me needing to be ever more creative with my use of resources. It builds discipline. Finally, being a little hungry makes me appreciate that I'm not extremely hungry.

I encourage you to embrace hunger a little more today. Then stretch it to a week. Then a month. Then make it a lifestyle. I believe you'll be healthier as a result.

Think about it. But more importantly, do something about it...today!

Bucket List Progress

2010-04-27T17:23:00.000-07:00

I checked off a "Bucket List" item today. "Publish a book." Check. (For those who are interested, the title is "Lead With Your Customer" and launches in 3 weeks in Chicago at the ASTD international conference. Pre-sales are happening on Amazon.com. Check it out!)

The act of checking it off the list always seems to go so quickly...especially after all the time and effort that goes into actually DOING the activity. I guess that is true for anything big/important. In the end, it's mostly about the journey.

Here's the thing: This experience has me thinking about how we accomplish our life goals. I wrote up my first bucket list ("Must do") at age 12/13. I added a "Part Two" to it when I was about 18 and then again ("Part Three: Nice To Do") when I was in my early 20's.

I'm happy that I've completed about 80% of my combined lists, but now that I think about it, I'm NOT happy with how I've been slowing down in my list checking progress. It seems I used to accomplish 3-5 "wish list" goals a year. Now I'm lucky to do one a year. I'm now realizing the difference is that I used to finish a challenge, check it off, celebrate, then target the next one I wanted to experience - then start actively planning the next adventure. I've fallen down on that last part. Shame on me.

Lesson learned. No more settling. No more "getting too busy" with the distractions of life to live life (my pet peeve - which I am, ironically, guilty of right now.) Well, no more! I'm back on track! (Notice I didn't say that I was going to get back on track. If we really want to do something, we can always start right now. I've already selected my next challenge!) I'm halfway through planning my next tactical steps to bring it to fruition.

What about you? What have you been neglecting? Isn't it time to re-engage yourself and your dreams? You determine whether you life the life you desire or if you settle for living an average, passionless life. You only get one chance at this (yes, only one.) Take back your life today!

Think about it - but more importantly, do something about it...today!

Using Pain as a Tool...the Good Kind.

2010-04-06T18:55:00.000-07:00

Let me begin by stating, for the record, that I'm NOT a masochist. I do NOT enjoy pain. When I am in pain, I generally get cranky. I'm not fun. Things tend to get nasty. Not good.

But, there are different kinds of pain. The most successful people identify what pain really is and how to manage it for our benefit.

Pain is feedback. Pain is our body's way of telling us that we are doing something beyond our ability at the moment. Just a natural little "head's up". We should pay attention.

Sometimes the pain is physical: Like a hand on a hot stove. Good that we're experiencing that sensation of pain - it warns us to move our hand - quickly - before more damage can be done. It can also be physical pain, as in "my muscles are sore from my new workout routine". This is simply saying that we're enduring the pain of building muscle. Again, a good thing in moderation.

There's also mental/emotional pain as well. Recent example for me? Writing/publishing a book (At the rpinter's now - due out in a month!) Painful. But sometimes, learning (like building muscle) requires discomfort in the pursuit of growth. (Boy, have I learned a LOT during this publishing process!) This kind of pain can be caused by everything from guilt, to fear, to mere impatience (me and the publishing process). When we are tested, we can often gain benefits useful for us later in life. I feel like my (painful) lessons during this book publishing process fall into that category. Like eating right, exercising, and being disciplined in finances - not always fun, but almost always "good for you".

I guess the key is understanding when pain is the good kind or the bad kind. When is it too much? At what point does it become "worth it"?

To me, a big part of that answer is tied into why you are doing it. Does it align with your values and purpose? Does it support the greater (than self) good? Is the process making you a better person as a result?

All I know is that when I get over the "soreness" (whether physical or mental/emotional pain), I typically feel like I've gained something of value...even if that is learning never to do THAT again. The trick is to pay attention every time so we don't go too far down a negative path.

That is what set the most successful people apart: They are aware and take action to do something about it. Every day.

Some people say it takes discipline to do that.

I say it BUILDS discipline to do that.

What are YOU building?

Think about it...but more importantly, DO something about it. Today!

How To Lose Loyalty

2010-02-28T19:06:00.000-08:00

Interesting how a few weeks can make such a difference!

Toyota, previously the driving public's darling of the automotive industry, has been reeling ever since the revelation of problems with the accelerators in some of their best-selling models. Toyota went from media darling to media target. How will Toyota fare? What does this situation show us about loyalty - and how to earn it/keep it?

Well to begin with, unless Toyota makes some MORE blunders (the company's decision to delay the recall and then admitting it was for financial gain was a huge misstep), I expect they will stop the bleeding, turn things around, and be on top once again very soon.

Here's the deal: Earning loyalty in business is the same as earning it in our personal relationships. Both start with getting your attention, then getting to know each other. Finding similarities in values, preferences, and interests. Occasionally, one makes a mistake - but if there's been sufficient deposits in the "emotional bank account", AND open/honest regret AND sufficient behavior change, the relationship can be repaired. For this to happen there MUST be value for BOTH sides. Common ground. It needs to be worth the effort.

Yes, Toyota screwed up. Safety is a non-negotiable when it comes to driving. But they've built up a lot of deep relationships with many, many years of consistent safety, excellence and service. If they make the proper recovery, their reputation and future opportunities will be as impressive (or nearly so) as it was before.

The lessons are:
1. Always be wooing your significant other (in this case, your customers are the significant ones)
2. If you really care, you'll do what's in their best interest
3. If you screw up, and you really care, you'll make an obvious effort to fix the problem AND fix the relationship...based on what the offended party deems appropriate

Loyalty is rarely earned by "faking it" in front of the customer. We all know when we're being conned. If the relationship is fake, then these kinds of mistakes will ultimately be fatal - and any loyalty gained will be lost. If the relationship legitimately has value, it's not by accident. It's because you've taken action on the things that matter to the customer.

Toyota can rediscover that truth and get past this...as soon as they SHOW it (not just talk about it) and the media finds another whipping boy - which should be any day now.

What are YOU doing to earn loyalty? What are you doing to KEEP it?

Think about it. But more importantly, do something about it...today!

When In The Midst Of The Storm

2010-02-14T09:39:00.000-08:00

Recently, it seems like nearly every client, colleague, and friend has been overwhelmed by unexpected circumstances. Sometimes the challenge has been out of left field, sometimes the challenge has been more intense or longer-lasting than expected...but either way, they are struggling to manage.

Sometimes, Life has a way of ganging up on you, eh?

This past month has been a challenge for me as well. A "perfect storm" of previous commitments, professional challenges, and personal set-backs. Sometimes it can knock the wind out of you - leave you reeling for a moment. A setback like this can be painful, but it can be an attention-getter when you desperately need one.

When things in our environment are so dynamic, it is dangerous to be inflexible in anything except your values and The Truth. The saying that "good always triumphs over evil" is only true in the longest term. Short term, the ugly truth is that evil sometimes wins...temporarily. The key is getting through the temporary times.

Here is what I've found to guide me (and other clients/colleagues/friends) through these temporary trials: The "A List"...

1. Accept the pain/circumstances: Denial only prolongs the process. It IS happening - and time (nor any connected circumstance) isn't stopping. Grow up and face it with courage NOW or a messy "domino effect" will make it worse. (Yes, it ALWAYS makes it worse...)

2. Assess the root cause(s): Objectively review your circumstances and YOURSELF to get at the root cause of the problem. Look for trends/patterns. What is REALLY causing the pain right now? Could it be the natural consequences of YOUR actions? (or LACK of action?)

3. Adapt to the new situation/challenge: What was is no longer what is. Let go of the past and embrace a new now to establish today's starting place to make progress towards your goals. No, your goals don't have to change, necessarily (if they are still worthy), just your approach to achieve them. Maybe there's ANOTHER right answer that will get you there?

4. Action your way through towards your goals: Thinking/talking about your intentions get you NOWHERE. As overwhelming as it may seem, you can take a step NOW...even a baby step is progress. Baby steps, multiplied by consistent effort often turns to momentum and larger steps.

If you've experienced a painful set-back, you have my condolences. Take a moment to grieve (Accept) and then commit to the rest of the process. There IS hope...even in the midst of the pain and confusion. Focus on your goals and the process and soon you will be out of the maelstrom.

Take a deep breath, and begin. Now.

Think about it, but more importantly do something about it...today!

No Longer Waiting For A Good Opportunity

2010-01-11T23:56:00.000-08:00

Well, it's FINALLY 2010. A clean slate. A fresh start. A new beginning.

Then why are so many people...just waiting?

I was talking with a client about his plans for growth in 2010. After he described a long list of ways they were planning to position themselves and gain market share, I asked him what he and his teams were currently doing to accomplish those goals. He stated that they were watching and waiting for more evidence of a turnaround before they took any action.

I believe the opportunity is already starting to slip away.

One of the traits of world-class success stories is they LEAD the market. They initiate trends. They take action and gain while "wanna be's" wait for "proof" or for some kind of assurance that their plan will gain BIG results with minimum risk.

Funny thing about business (and just about any other aspect of life for that matter)...low risk almost ALWAYS results in low rewards.

Intent means nothing until it is acted upon.

Once there is a good understanding of the customer, your team/resources/strategies, and the competition, every moment of "waiting" squanders your potential. Your competitive edge diminishes. You leave the window of opportunity open for your competition.

Sounds like a foolish way to begin a new decade.

Do New: Stop waiting for opportunity and MAKE opportunity instead!

Think about it, but more importantly - do something about it...today!

Getting Experienced...In A Good Way

2009-12-26T23:06:00.000-08:00

As a collector of quotes - and life experiences - I just came across an aphorism by Louis L'Amour that is my current favorite: "You can't learn anything from experiences you're not having".

So much meaning. So few words.

Business life is too often full of mere talk. People analyze and study and discuss and have meetings and argue and write reports and present and talk some more...and wonder why nothing gets done!

In order to get new results, we have to "do new". "New" requires learning. Learning requires engagement. Engagement requires action. In short: Having experiences.

Ironically, the most successful people are those that take action before there's a 99% chance of success. They leap earlier - 80%? - and learn along the way. This earns them a competitive edge.

The key? That edge is NOT just the results of the action. What creates the real edge is their experience...what they gained from actually taking action.

It's an edge that can be realized no other way.

So, connect the dots for yourself this year. Step out in a way that you never have before - and experience more...learn more...grow more.

You'll soon see it makes all the difference in the world.

And your world will never be the same.

Isn't that what you want? A better life?

Go out and get some more experience...in a good way! ;)

Think about it, but more importantly do something about it...today!

The Hidden Side of Success

2009-11-20T14:11:00.000-08:00

Just wrapping up the next phase of who-knows-how-many-phases-it-will-take conference calls with my publisher exploring the many steps of the process in getting a book actually published. Seems vaguely familiar to most transformation efforts I've led over the years.

At first, you walk into the brand new (to you) situation and get hit with a tidal wave of new information. Despite years of wide-ranging experience, it's not what you know that causes potential problems. It's that you don't know what you don't know.

Of course, knowing that gives you an advantage.

The key to success is to explore what is, at that moment, hidden to you. Data. Information. Relationships. Opinions. Perspectives. Blind spots. Misunderstandings. Assumptions. Hidden agendas. Ego. Fears. Untapped potential. Hope. Courage. Heroism.

There are always clues - and solutions - hidden inside the organization. The secret is rooting it out. To do this, you need to actively go to where the answer hide. Almost always where the employees and customers meet.There are two rules when exploring these uncharted territories: 1. Follow the money (the measurement of value), 2. Follow the time (the measurement of priority) and 3. Follow the customer (external and internal - employee) experience (the measurement of relevance).

Secrets never are discovered in an office - only out where real life happens.

So, my goal for learning this publishing process is to, at every step, keep my ears and eyes open to everything that is happening. Ask questions and listen/learn. Expect to be surprised - and to uncover unknown challenges. Keep the big picture in mind, and have the courage and tenacity to keep climbing that mountain.

Eventually, the view gets clearer...and the air gets cleaner......and the goal is achieved.

What challenge are you facing right now? Are you really following the clues or your predetermined expectations?

Think about it. But more importantly, do something about it...today!

I Believe Too!

2009-10-28T12:36:00.000-07:00

Just came across a wonderful quote by John D. Rockefeller that covers volumes in one paragraph. Definitely worth reading - and re-reading - to get the full value. I hope you enjoy it as much as I did (and continue to)...

“I believe in the supreme will of the individual and in his right to life, liberty and the pursuit of happiness. I believe that every right implies a responsibility, every opportunity, an obligation; every possession a duty. I believe that the law was made for man and not man for the law; that government is the servant of the people and not their master. I believe in the dignity of labor, whether with head or hand; that the world owes no man a living but it owes every man an opportunity to make a living. I believe that thrift is essential to well-ordered living and that economy is a prime request of a sound financial structure, whether in government, business or personal affairs. I believe in the sacredness of a promise, that a man's word should be as good as his bond; that character-not wealth or power or position- is of supreme worth. I believe that the rendering of useful service is the common duty of mankind and that only in the purifying fire of sacrifice is the dross (waste matter) of selfishness consumed and the greatness of the human soul set free. I believe in all-wise-and all-loving God, named by whatever name, and that the individual’s highest fulfillment, greatest happiness, and widest usefulness are to be found in living in harmony with His will. I believe that love is the greatest thing in the world; that it alone can overcome hate; that right can and will triumph over might.”

Every sentence = pretty deep stuff. The question now is "What do YOU believe"? and "Are you living your life in way that reflects that?"

And, most important, "If not, why"?

Think about it - but more importantly, do something about it...today!

Who's YOUR Most Loyal Customer?

2009-10-12T19:35:00.000-07:00

I just returned form delivering the Pre-Conference workshop for the Society for Human Resource Management's Strategy Conference in Phoenix. We visited several world-class operations - including the Westin (one of the upscale Starwood hotel brands), Cold Stone Creamery (making ice cream buying a real experience) and the famed Mayo Clinic.

During the visit to the Mayo, several professionals spoke to my group revealing the best practices that have created the Mayo reputation/brand. The Chief Human Resource Officer, the Human Resource Manager, and the Operations Manager all shared amazing information that, according to the attendees, was extremely helpful from an operational standpoint. The interaction that made the most memorable impact was when a "customer" volunteered to share his experience with the group.

This patient just happened to overhear that our group was going to be there and offered to recount how he was treated during his liver transplant...just 5 WEEKS EARLIER. He went on about how the clinical aspects were over his head, but every Mayo employee he worked with took the time to, not only educate him so he could make the best choices - or execute his multiple procedures and surgery impeccably, but that they interacted with him in a way that made him know they CARED.

Tragic that experiencing the "care" in "health care" is so rare these days.

This "customer" went out of his way to prepare, drive out, and stand in front of a group of strangers to brag about an organization he is loyal to.

Impressive. That spoke volumes to everyone in the room. Passionate customers who are justifiably loyal usually have that affect.

Mayo earns that loyalty - and reaps the benefits as well.

The question is: Who is/are YOUR most loyal customers? Are they sacrificing to be an advocate for YOUR company? Have you EARNED that commitment?

Think about it - but more importantly, do something about it...today!

Sowing (and Reaping) O.A.T.S.

2009-09-20T09:44:00.000-07:00

Ahhh...the beginning of a new week. Always seems to be both a wide-open seven days of possibility and, at the same time, not enough time to complete the ever-growing list of "things I've got to do". While planning for the week may seem intimidating, it becomes MUCH easier when you have a system to follow. One such approach is the OATS formula:

O: Objectives - First identify what your goals are. What results do you want to achieve by the end of the week. Write them down and rank each one.

A: Activities - For each goal, write down what you need to actually do (think behaviors) to bring each objective to fruition. This is the "Who" part of the formula.

T: Time - The "When" part of the formula is not only establishing a deadline, but also estimating how much time each goal/action will require. I try to add an extra buffer to allow for unexpected developments. If the unexpected development is that nothing unexpected came up, then my unexpected development is that I have extra time to accomplish new adventures!

S: Schedule - Once you have the previous details in place, you can place them appropriately in your calendar. Take into consideration when you do your best work (we all have different preferences/bio-rhythms, etc.) One tough obstacle is that few people place as high a value on time commitments to themselves as they do to commitments made to others. Make yourself and your plans a priority!

Simple and to the point. Try it out and see if this works for you. If you sow your OATS now, you'll be reaping that investment into you (and your life plans) soon!

Think about it - but more importantly, do something about it...today!

What It Means To Earn Life Experience

2009-08-24T09:55:00.000-07:00

Just thinking the other day about why some people have poor judgment. I mean, we all make mistakes - at times, even stupid ones, but why do some people grow and others wallow?

Well, it occurs to me the "normal" path that leads to growing as a person includes the following:

Burned - We either watch someone else get burned or we ourselves get burned - suffering the natural consequences of a bad choice. This experience is not a bad thing. It gets our attention. It gives us motivation to NOT repeat that mistake. If a mistake doesn't hurt, then we are sick, and in dire need of professional help. As I like to say: "The truth only hurts when it has to." If the truth hurts, then DO something about it. Change so that the honest truth feels GOOD.

Learned - After having a bad experience, healthy people (when they are paying attention) actually learn something. They connect the dots between the cause and the effect. They start to see the possible ramifications of certain actions (or certain LACK of action). Once you know, you cannot UNknow. Again, this is good. This is growth.

Turned - Learning does not change anything other than knowledge. That is only internal. To actually "bring that insight to life", we must implement. Knowing and Doing are two very different things. We all KNOW we should eat better and exercise, but how many actually DO it? Unless there is sufficient motivation for taking appropriate action, it is as bad (possibly worse?) than not knowing at all.

Earned - If a person takes appropriate action on a new (valid) insight, in the right way, then they will receive the natural consequences of that action - benefits and rewards. Of course, the act of implementing puts us all back in the cycle again - exposing ourselves to the possible pain of getting burned with a future misstep.

[Sidebar: Yeah, yeah, yeah...I know you can learn from pleasant experiences also - not just being burned. I just couldn't find a rhyme that matched the concept - so we all just have to deal with the disappointment of it not fitting in a tidy little package.]

For the best results, we can all focus on:

1. Taking appropriate risks - be willing to fail in order to optimize potential.
2. Stay aware of what is happening around us so we can connect the dots for improvement ideas.
3. Exercise the discipline to change behaviors. Consistent behaviors = consistent results.
4. Reap the benefits of the improvement - reinvest in future growth. Enjoy some too!

Think about it - but more importantly, do something about it...today!

Pixie Rust

2009-08-18T07:50:00.000-07:00

Disney is known for it's attention to detail. Always making sure every aspect of the Guest experience adds value, rather than undermines value.

In other words: Making sure everything is "show ready" for your guests creates Pixie Dust...if not, you risk having Pixie Rust.

The only way we can fend off the decay of every day wear and tear is to be vigilant on maintenance. Not just with our equipment and other "things" resources, but also with the most important resources we have - our human resources.

I often hear people ask about how Disney (and other like-minded "legendary" companies) achieve consistent excellence. Well, it doesn't come by accident. They do the hard and disciplined WORK of maintaining what matters.

That includes their people. Training every day (informally, in addition to the formal kind) accomplishes several things:
1. it keeps everyone's attention on what matters
2. it keeps everyone's skill level high
3. it builds a culture of discipline and excellence
4. it positions the entire team for success - in any circumstances

Talk about return on investment. The results speak for themselves at every world-class organization.

Funny how the wanna-be's complain that they can't seem to get those kinds of results, when all they need to do is execute on the right things consistently every day. Continuous improvement can help ANYone turn Pixie Rust into Pixie Dust.

Think about it. But more importantly, do something about it...today!

Formula for Business Success: Follow and Improve

2009-07-31T10:11:00.000-07:00

Everyone seems to be "getting back to basics" - and, for one, I'm glad. As long as the basics include a sophisticated look at long-term success.

To that end, I've been pondering how to simplify a formula for success without getting too simplistic. So far, here's what I've come up with:

Follow your heart (your passion) +
Follow your customer (their passion) +
Improve your skills (your product/services) +
Improve your relationships (engagement with employees/customers)

To me, based on what I've experienced/seen at world-class organizations all over the world, the overlap of all those things seems to equal "Success". Interesting how best-in-class companies lead by following - and are the best because they constantly get better. Pretty simple.

Maybe if leaders would take time to really get clear on these issues, they could take action in a way that paid off with growth and profits. Having this kind of a discussion with your team and your customers will likely reveal some pretty valuable insights.

Just a thought when pondering your own success.

Think about it...but more importantly, act on it - today!

First, Last, and LastING Impressions?

2009-07-13T20:09:00.000-07:00

Recently thinking about some "common knowledge" aspects of human relationships - both personal and professional.

We've been reminded (ad nauseum!) about how important first impressions are. Ditto for last impressions. No argument there. First impressions establish a context and expectation while last impressions provide the last thing you see/hear about the experience when leaving.

What I don't hear much about is a little different take on developing an impression...how about the importance of making a lastING impression?

The lasting impression of any interaction usually occurs somewhere in the middle - between the first and the last impression. When talking with people - friends or customers - I find it very interesting that they will have a particularly good (or bad) experience in the middle of the interaction that really sticks with them. It seems like we'd invest a little more time crafting ideas for creating lastING impressions as some people do for first or last impressions.

That focused kind of effort is what sets apart the extraordinary from the ordinary.

Here's my personal priority:

1. Lasting impression: How can I really connect with them and add value in an unexpected way?
2. First impression: How can I make them immediately feel "at home" and ready for a special experience?
3. Last impression: How can I ensure they enjoy closure while still wanting to experience the interaction again (and be an advocate sending their family/friends to me as well!)

If more corporate training programs included this in their Orientation and Training programs, (and reinforced it all on the front line operations), their businesses would exceed expectations and really make a difference in the lives of their customers - both external and internal (employees). I mean, if we're making the effort anyway, who wouldn't want to make a lasting impression as well?

In these difficult times, connecting with people and making our impressions long-lasting just makes good (long-lasting) sense.

Think about it...but more importantly, act on it - today!

Making a REAL Hero

2009-06-30T13:01:00.000-07:00

Lots in the news lately about the passing of several celebrities.

Unfortunately, these past few weeks have also seen the passing of several friends and colleagues of mine.

Over the past 30+ years, I've had the rare chance to work with scores of A-list (as well as B, C, and D-list) celebrities. Of course, during those years I have also worked with and spent time with numerous colleagues.

The swirl of comments from news folks as well as folks I know have included words like: "unspeakable loss" and "changed my life" and "my hero".

Maybe its because of all that "behind-the-scenes" time I spent with both groups - but I must say, when I think of words like "hero", I think of less superficial traits than simply being flashy, well-known or rich. I think of people who touch lives in a personal, meaningful, and lasting way. I think of people that share themselves in a way that changes someone else's life for the better. I think of people that are selfless, sacrificial, and focused on lifting someone else up - rather than themselves.

I haven't met too many "celebrities" that match that definition. They often are nothing more than sparkling packages that are empty inside.

However, I've been blessed to personally know several people that would meet the criteria of real heroes: Substance over style. Integrity over dishonesty. Real over fake. Truth over lies.

I am proud to say that I've known people who have lived these to their end...and really made a difference with their lives. They've led their lives in a way that led the way for others they personally touched.

I'm grateful for the opportunity to know them.
I'm grateful for the impact they had on my life and on the lives of others.
And I'm grateful for yet another reminder about what is really important in Life.

We seem to get signposts throughout our lives that put our life in perspective. We can review what we're currently doing and adjust our behaviors and direction for the better.

I hope you take THIS opportunity to test your priorities - and judge whether you are living the life that you are meant to live. Are you making the kind of difference you should be making? Are you leaving the legacy that you could be living?

People are counting on each of us to do the right thing at the right time in the right way for the right reason. We can be that person when we're needed most.

Yes...YOU can be that hero that makes THE difference. The REAL difference...not some empty illusion of heroism.

Think about it - but more importantly, do something about it...today!

Ready, Able, and...Willing?

2009-06-11T12:40:00.000-07:00

Just got through following up with a client's "Action Team", who are responsible for initiating a company-wide improvement initiative. In the past, the organization has fallen victim to "Program of the Month" problems and they've been working hard at getting things ready to roll out.

Here's the rub: they are starting to experience "project creep" - where deadlines begin to be missed and things start taking longer than anticipated.

I hate "project creep". There's rarely a good excuse for it. Reasons, yes - but no excuse.

In confronting the status of their process, we explored numerous issues. It turns out that this initiative is so critical (they need results now and they can't afford to attempt this again) that they are clinging to the dreaded "analysis paralysis" - they continue to gather data and opinions and ANYthing that will hone their confidence.

Another way to look at this is that they are doing ANYthing to keep from having to actually execute the plan, followed by being held accountable for the results. The reality is that additional information will only take them insignificantly small steps closer to the elusive "absolute certainty".

This is a common problem - especially in difficult times. It's human nature to resist accountability - because we forget that being held accountable for great results is so incredibly wonderful!

Bottom line: the team realized that 1. they were actually ready to execute, 2. they were able to execute, 3. they were not, deep down WILLING to execute (because of their fears).

The good news is that we were able to get to common ground and they are moving forward again according to schedule. (Have I mentioned that I love coming in ahead of schedule, under budget, and better than expected?)

I have found that most delays occur because people are not willing to act. They lack the confidence that they are really ready/able. I encourage you to take that leap. You have all the tools you need to navigate whatever "hiccups" are bound to arise. (Hiccups occur no matter how much preparation is done beforehand. Starting before it's all "perfect" just allows you to actually realize it earlier/better.)

Think about it...but more importantly, act on it - today!

"Poor" Service...That I Loved!

2009-05-31T11:25:00.000-07:00

Just returned from a business trip in Curacao, an island just north of Venezuela (yep, business!) I had taken a taxi/bus into the downtown area (they essentially pick up people as they pass them along a particular route) to videotape some vlog entries, and was returning back to the resort where I was staying.

As I entered the taxi/bus, the driver asked me in (very) broken English if I had been to Curacao before and whether or not I was in a hurry (I was obviously not a local). I said (in irreparably broken Spanish) yes - many years ago - and not really. This was not surprising, as anyone who has been to a Caribbean island understands the "island time", go-with-the-flow mentality - which I personally appreciate as part of enjoying their culture.

This is where the story gets interesting.

Rather than traveling the typical direct route from the town center to my resort, she deviated wildly. Among her SIDE trips - waaay off the route:

picked up her daughter from school
picked up her sister from the grocery store
picked up her son from school
dropped off her sister at her house
stopped at a gas station to say "hi" to a friend (30 seconds)
picked up a family member

All the while, the driver would comment to me about different things she was driving by. After the above-listed stops (45 minutes into what should be a 10 minute trip), I started to wonder if I had miscommunicated my destination...and then it hit me:

I didn't care.

I was loving the exclusive experience that I was having. I was enjoying seeing things that are very much "off the radar" for anyone visiting the island, and soaking in the real culture of these people - my primary passion when it comes to travel.

What some would consider "bad" service" was actually one of the highlights of my visit there.

Interestingly, about the time I was wondering about what was going on, I unconsciously glanced at my watch and she immediately proceeded to drive directly to my resort. Her keen attention to my non-verbals (and broken "verbals") allowed her to gauge my enjoyment of the experience in real time, and adapt accordingly.

She only asked for the standard rate for the original trip (just US$2.00) and I more than doubled it for (an unheard of) tip.

I think if we all could gain quite a bit by following her example. Focusing on customizing every experience will always set you apart from the competition - and pay off nicely.

Next time I'm in Curacao, you can bet I'll be looking for this taxi driver again!

Think about it...but more importantly, do something about it - today!

Important Or Imperitive?

2009-05-11T20:52:00.000-07:00

Ultimately, running/growing a business is all about making decisions. I believe the real problems are created because people fail to adequately prioritize.

Nearly all companies have espoused Standards or Values. The problem occurs when a decision needs to be made, the team reviews the Standards - which are all of equal importance - and begin the ever-familiar process of arguing which is the best route to take to solve the problem.

At issue is having numerous important Standards actually gets in the way of effectively and efficiently resolving the situation. When all the Standards are equally important, then the entire operation can come to a standstill - only becoming "unstuck" when someone has superior political weight (authoritative position or influence) to push a decision through the process.

This could all be avoided if the Standards were prioritized. If every company created a "forced choice" of their Standards/operational guidelines and ranked them according to what was the most important (then second most important, etc.) from the CUSTOMERS' perspective, you could actually use it as a tool. Once identified, they only need to be defined, communicated to everyone in the company, and reinforced/measured (accountability).

Once this is done, I've seen numerous companies see immediate improvement on, not only the decisions that teams were making, but also the alignment of employees behaviors with the corporate culture. When the building blocks of the business is organized, there is less agonizing in the operation.

Think about it...but more importantly, act on it...today!

Sick of "Woulda, Shoulda, Coulda"?

2009-05-03T21:06:00.000-07:00

Let's set some things on the table:

Yes, the economy is horrible.
Yes, the resources are more scarce.
Yes, the customer is demanding more for less.
Yes, the competition is hungrier.

Yes, yes, yes...I get all that too. What's real is real. I have no problem accepting the truth and dealing with reality - in fact, I'm about as pragmatic as they come.

What I do have a problem with is the attitude of "there's nothing we can do" or "we just have to wait it out".

The people who mistakenly take this position are usually the ones that are frozen in fear - thinking that they only have to continue "business as usual" until things stabilize and then they will pick up where they left off in their business dealings. They are also the people who expect that their industry/competition/customers will go back to the way things were.

They are so very wrong.

Yes, the economy moves up and down in somewhat predictable cycles. That will never change. However, another predictable thing that doesn't change is the cycles of changes in business dynamics and social expectations.

Does anyone think that their competition is really standing still? Does anyone really expect customers to settle for less than value for their dollar?

People expect more now. Customers and employees are rethinking their decisions. Those businesses that deliver - in time to capture these seeking customers/employees - will succeed. Those who do not, will slowly fade away. The irony is: they will wonder what happened and somehow blame the economy or some external force - rather than their lack of willingness to act on those critical behaviors that would make a difference.

If a company wasn't delivering before and are suffering now because of that, why continue "business as usual"? That is a sure path to destruction! The companies that were consistently delivering quality and service (value) are still doing fine as long as they are adapting to their changing customers priorities. Unless organizations 1. identify their shortcomings, 2. identify plans/tools that will fix those shortcomings, and 3. take action (now!) to execute those ideas, then it all will become empty talk.

Results never come from talk - they only come from action.

Think about it...but more importantly, act on it...today!

Right Tool + Wrong Approach = FAIL!

2009-04-13T17:53:00.000-07:00

Okay, I saw something interesting today (I think every day holds something interesting to notice if we pay attention). Anyway, walking into a store from the parking lot, a man was trying to help a teen-aged girl who had locked her keys in her car. He had a "slim jim" (an illegal tool that cops and n'er-do-wells use to gain access into a car quickly when needed) and was doing his best to unlock the door.

Here's the hilarious/relevant part...

Normally, when you use this tool, you slide it between the window and the door and run it along the length of the door until you find the locking mechanism (do NOT ask me how I know this). Done correctly, it typically takes about 5-10 seconds.

Based on the expressions on both their faces (and the sweat pouring off the guy), it was obvious this guy had been working at this problem a long time. Unfortunately (...wait for it...), he was placing the "slim jim" into the TOP of the window and bending it, etc. like people used to do when using a coat hanger to unlock the old flared door locks!

It took me a minute or so to enjoy the humor/stifle my laughter before I offered to help. (Of course, I'm not admitting actually using the illegal tool to help, I'm just saying "I helped"...ahem.)

Anyway, it's interesting to me how this situation mirrors business life in other ways. We can have a great tool that really works well, and screw it up by using the tool the wrong way. Sometimes our old thinking/approach undermines the new tool. The resulting failure is then mistakenly blamed on the tool and not the person wielding the tool. This is why is so valuable to have someone who has been there and used the tool - successfully...in real life, not just theoretically - to show the way.

I've noticed something else very interesting: When experienced people who have had real success with the real (new) tools are successful in making things dramatically improve - the people who used the same tool ineffectively are typically mystified - often making lame excuses such as the successful people "have better circumstances" or "there must be something missing that caused me to fail".

Self-deceived whiners. The truth is, if someone - anyone - is successful with an approach/tool, then that approach/tool can be adapted to fit your circumstance...if the critical aspects are implemented properly.

Think about it...but more importantly, act on it...today!

It's Always "That Little Extra"

2009-04-01T07:14:00.000-07:00

It is often said that the difference between "ordinary" and "extraordinary" is that "little extra". Small gestures from Front Line employees seem to have the biggest impact.

Think about all those stories you hear about (whether good or bad) and they are almost always about what a Front Line employee did...or didn't do.

Take for example a recent experience I had: I was recently on a business trip to Europe, flying from Prague to Amsterdam, when a customer in line ahead of me attempted to board the plane. Her interaction with the KLM Airlines agent went like this:

Passenger hands agent her boarding ticket.
Agent: "Your ticket is for Frankfurt. Can't you read? This flight is to Amsterdam."
Agent thrusts ticket back to customer.
Agent yells out to the waiting gate full of passengers "Read the signs people! You're slowing down the process! This flight is for Amsterdam!"
Agent says to colleague, loudly enough for someone (me) about 15 feet away to hear "Unbelievable!
Agent's colleagues laughs, shakes head and says "Idioten" (Obviously, the Dutch word for "idiots" - even for those who don't speak Dutch.)

This entire experience took just 10 seconds. How long do you think the impact will last for all those who witnessed it?

Companies thrive only when their Front Line employees understand the impact that every little gesture has on their customers - and act on that awareness for the betterment of each customer experience.

It won't happen by accident. In these difficult times, none of us can afford to have our customers experience anything less than the positive kinds of surprises that transform them into loyal advocates for our brand. What are you doing to ensure this is consistently happening on purpose?

Think about it...but more importantly, act on it...today!

Timeless Growth Secrets

2009-03-07T12:44:00.000-08:00

I had an interesting conversation today with the owner of a prominent orange grove here in Florida. During our conversation, he mentioned that he had grown up with plants - first, at a plant nursery, then at a fruit grove, before establishing a national produce corporation.

He mentioned that, especially in this time of economic difficulty, he has found that there are timeless truths to growing - whether it be a plant or a business.

"When the environment is challenging, you find that people's reaction to the challenge is what determines the health or the plant and/or the business. You can save a lot of money in the short term by not watering/fertilizing a plant when times are tough, but the natural consequences are almost always that it costs more to nurse it back to health. In fruit trees you can easily lose an entire season of fruit production - or even lose the tree altogether. The best long-term growth approach is to stay focused on the health of the plant/people/relationships. That is really the only way to ensure a healthy rebound when things get better."

These days, we should all rethink "growth" to not just include "getting bigger", but to be about growing our profit margins. Investing in our employees and helping them to better engage both customers and business improvements, we can grow in every way that matters - and naturally leads to survival...and success!

Isn't it interesting how nature can lead the way to success in our professional lives?

Think about it...but more importantly, act in it...today!

The Top 50 Most Innovative Companies!

2009-02-19T13:26:00.000-08:00

My friends at Fast Company magazine just released their list of 50 most innovative companies, which included some interesting insights we can all benefit from.

The first is that 33 of last year's winners did NOT make it onto this year's list. The insight? Innovation (and the relating benefits) dies if it is not consistently nurtured/supported. Innovation can command price premiums and leverage market share, but only if you "prime the pump" first with a culture that supports it. Use it or lose it. Ouch.

Secondly, the consistent success stories (like our benchmarks Disney, Google, Apple, Ideo, etc.) focus on the same proven strategies and tactics that translate to consistent external brand and business results - even in this hyper-challenging economic time.

Taking the right action when the competition is cowering and waiting for some magic dust to save them, achieves more than a head start. It generates employee engagement, inspired heroism, and efficiencies inside the organization, and differentiation, customer loyalty, and brand buzz outside the organization...all of which captures the ever-elusive competitive edge professionals everywhere want but miss because they refuse to focus on what really works.

It's sad to watch companies stagnate and wither because they are more committed to their policies and procedures than to their employee or customer experiences. By resolving to be innovative and connecting with their customers - both the external customers and the internal (employees) customers - any business remains relevant, dynamic, and growing. According to world-class benchmark companies, this is an exciting and rewarding position to be in.

We all make choices every day. The question is: will it result in "rewards" or in "pain"?

In other words: Are you going to use it, or lose it?

Think about it...but more importantly, act on it...today!

Timing (of ACTION) Is Everything

2009-02-08T06:36:00.000-08:00

Ever notice the process of HOW people/organizations manage to become launched into success far above the rest in the industry? Yes, what they do (and how they do it) is a key part - something thousands of books go into great detail about. But the other component critical to success is the timing.

It's often said that it's all about timing - but the action taken must go hand-in-glove for anything of real value to result.

There are naturally occurring economic cycles that often dictate when strategic leaders/companies optimize their potential. There's a "sweet spot" of time when decisive action can be taken that launches success far above the competition: when the competition is too scared to take action themselves.

We're entering that phase right now - the "bottom" of the economic correction is nearing, and the smartest leaders are preparing their employees to launch a sustained service-based customer relationship way of doing business - and leveraging that real difference in their marketing - to steal customers from the competition.

Well, to be more accurate - EARN customers away from the competition.

Customers are going to be much more careful with how they spend their money. And they are remembering how they've been treated by the other options in the industry. They want a great value - which means superior product and experience for the price. Customers who feel they've been mistreated in the past are angry at the lack of honesty, respect, and care they have received...and are looking for a business that earns their loyalty.

That experience doesn't come by accident. Smart leaders are training/preparing now (timing!)to launch an "all out blitz" of great service to customers in an industry of mediocre competitors that mistakenly think they are given acceptable service.

And the customers will make the smart choice.

And the timely action of the wise leaders will pay off...big!

And the industry will wonder "how did I lose so much of my market share to this competitor?" and "how long will it take me to recover?"

But at least you knew...right? Right??

Think about it...but more importantly, act on it...today!

Stopping The Pain

2009-01-26T17:53:00.000-08:00

What does it take to finally take action and really stop the pain - for the long term? In the face of this economic downturn, companies are resorting to issuing layoffs in a desperate attempt to stay solvent.

The shame of it all? It won't help them.

Layoffs are short-term reactions that create long-term problems.

World-class companies know that in times of crisis, real character is not built - it is revealed. The true colors of a leader is evident in times such as these. If they say "people are our most important resource" and then opt to lay them off, their lack of integrity is there for all to see.

And employees (current or future) will remember.

Even employees who are left working after the layoff will remember...and the natural consequence is "survivor's guilt", lack of trust in the company, a focus on self (preservation) rather than the team...the list goes on.

The more effective option is to engage the employees in creating (and, therefore, owning) the solution. Focus on "your most valuable resource" guiding themselves out of this mess. With the right processes/tools, innovation leading to success in the face of these situations build teamwork/success.

And, yes, they will remember this too. You will enjoy the natural consequences of that. Nice.

Think about it...but more importantly, act on it...today!

FINALLY Bring Your Goals To Life!

2009-01-03T08:21:00.000-08:00

Okay, it's a new year and we all want to have a new/better life. BlahBlahBlah... Let's cut to the chase: What do the most successful people do to consistently achieve their goals - even in difficult times?

No, they aren't superhuman and they do not have better resources/opportunities (at least before they started realizing their goals), they just do what ordinary people will not: THEY STOP SETTLING!

The most successful leaders/organizations simply don't settle for anything less than excellent. They make a real commitment (not just some temporary "resolution") and take real action - not settle for merely talking about action items or plans to act. Every success began with a single step - a call, an email, a conversation with someone or connection with something that could help exceed typical results and get extraordinary results.

A true breakthrough starts with a real investment of yourself to connect with proven approaches to success - not some lame "law of attraction" psycho-babble. "Wishing" is not a legitimate business strategy.

Contrary to common belief, the first step is NOT being aware that you want to be better. Awareness (and "wishing") doesn't count - we all want to improve. The real first step is doing something - taking physical action!

Identify someone who has earned success and physically contact them - ask them how they did it. Don't settle for just telling people about your plans - show them by doing.

So...stop reading right now and start doing...right now!

Oh, and have a Happy New Year too. (and by "Happy", I mean "kick-ss successful")

Think about it...but more importantly, act on it...today!

What It Takes To Survive In Crisis Situations

2008-12-14T08:36:00.000-08:00

It's hard not to notice the scores of businesses failing right now. Many claim that they are the "victims" of this nasty economic crisis. The hard truth is, they are only the victims of how they dealt with the circumstances. Let's really look at the facts:

Why won't all businesses in their industry fail? After all, they're dealing with the same circumstances. Actually, there's a simple answer:

There are two primary aspects of our operational abilities: Preparedness (Training; Having processes in place; etc.) and Resources (Money; Physical assets; People; etc.) Here's the secret that true world-class businesses have discovered: Your current status regarding these two issues are based on how you think!

This is NOT some "name it, claim it/ask the Universe for it" kind of garbage...uh, I mean, theory. When leaders think training is important, they invest in that and are better prepared. When they think innovative solutions best come from front line employees, they engage them in opportunities to adapt/improve results. You get the picture. Their actions begin with their thoughts and beliefs.

Because circumstances constantly change, the key is thinking in a way (focusing on proven, real-life solutions) that gets consistent, world-class results - even in difficult times.

It's too bad many professionals miss that truth. It means the difference between thriving and merely surviving...and sometimes (unfortunately) between surviving, and not.

Don't be that statistic. Even now, it's not too late to invest in the proven approach that will completely change your situation for the better. Really. Don't settle for less when you can tap into proven solutions that will lead you to achieving your potential.

Think about it...but more importantly, act on it...today!

Employee Engagement = Organizational Improvement

2008-12-02T20:43:00.000-08:00

I just finished up a consulting project that centered on improving the client organization's business performance. In this particular situation, they had several problems: low customer loyalty (repeat/referral), inefficient processes, high turnover. The client expected some expensive and drawn-out intervention to fix it. If they had gone with a typical consultant, they likely would have been correct.

But they hired my team ("the anti-consultants") ...and they were thrilled to be wrong.

In this particular instance, well-placed effort on engaging their employees created a ripple effect that positively impacted everything else - especially in challenging times. It works like this:

Connect with (really engage/care for) the employee =
1. higher morale/teamwork/productivity (more ownership, buy-in, and passion)
2. more efficiencies (employees are the closest to the operations and know how to improve it)
3. higher satisfaction/loyalty (employees are closest to the customer and can create better relationships - which, coincidentally, have been modeled by leadership as part of the engagement effort.)

Isn't it wonderful to see a business achieve it's potential? They especially appreciate that these dramatic improvements are occurring while the economic environment is killing off the weak businesses, injuring the average businesses, and rewarding the businesses that invest wisely in developing their people.

It's never too late to improve...right up until the "death rattle".

What are YOU doing to engage your employees/save your business during this difficult time?

Think about it...but more importantly, act on it...today!

Anti-Consultants Unite!

2008-11-23T13:34:00.000-08:00

Can someone PLEASE come up with a new term for an ethical and skilled professional who is hired as a freelancer to provide expert opinion about how to genuinely improve a business operation and get legitimate results for the client?

Most consultants have made "consultant" a bad word. It really ticks me off to see what the plethora of inexperienced, unskilled, ignorant, and selfish out of work people who throw together a website and business cards have done to ruin an important and needed industry. It is pathetic and shameful!

The Small World Alliance team is currently working on a project and discovered that our client has hired a string of "consultants" previously, and each one bungled things so badly that the organization was in danger of going under. These "consultants" came in, dispensed poor advise, and then abandoned them while they struggled to implement the badly-designed plan.

Unfortunately, my team seems to find ourselves "cleaning up" after these corporate rejects fail to meet their lofty promises. Why doesn't someone invent some kind of corporate stun gun to jolt these "consultants" to their senses? I would pay dearly (and take a LOT of personal satisfaction) to start using it on these people.

Let's unite and begin to hold these people accountable. Spread the word about poor performance and broken promises! Let's all commit to due diligence before investing in someone to come in - make sure they have the background, experience, and the passion to deliver real results, especially in these difficult times!

And please, PLEASE...call me first (the "anti-consultant")...not AFTER these "consultants" have made things worse. You - and your entire organization - deserves better.

Think about it...but more importantly, act on it...today!

NOT one of the gang...

2008-11-11T10:03:00.000-08:00

Ah...the air travel process. Many complaints have been launched since 9/11 and the Transportation Security Agency (TSA) was launched. Critics accuse the people who work for the TSA to be morons, imbeciles, or idiots (do NOT get me going on these terms...) For my clients, I travel hundreds of thousands of air miles a year. Just yesterday, I returned from Europe and saw a distinct difference between the Holland/England security teams and the United States teams.

Upon arriving in the U.S., I passed through a group of six (yes, SIX) TSA workers positioned at the end of the X-Ray machine. No one acknowledged me as I repacked my laptop and gathered my luggage. They were far too busy talking among themselves and joking about some personal situation. I then noted what I believe to be the real problem when I realized that one of the six was actually their supervisor...and HE was participating in the crude joking.

All leaders are role models whether they like it or not. This particular leader was leading his team toward 1. ignoring the customer, 2. inappropriate communication, 3. inefficient execution of job/process/their purpose. What truly irritates travelers in these (unfortunately, common) situations is how none of them were adding value to the situation. It becomes obvious that the more important priority of this entire group of ON THE CLOCK workers was...their personal discussion - not the traveling public's need.

It appears that they are not stupid...they simply aren't aware or don't care enough in these circumstances. No accountability = no account OF ability. All led by their supervisor who was modeling the ineffective behavior.

Are you doing more/better within YOUR work team? What behaviors are YOU modeling?

Think about it...but more importantly, act on it...today!

"No Problem" Can Be A Problem

2008-10-19T11:58:00.000-07:00

Yesterday, I had an interesting phone interaction with a front line retail employee. The day before I ordered some books online - all of which were listed as "in stock". I had received an email notification that some were not yet sent and I was concerned that they weren't going to arrive by the time I needed them.

After calling to follow up and rectify the situation, I thanked her for her efforts and she replied "No problem." Although I didn't say anything to her directly, I immediately thought: "Actually, the reason I called you was because there WAS a problem - and even if serving me was a problem, as the customer, I'd prefer to hear something akin to a Ritz-Carlton or Chick-fil-A response of "My pleasure". This would've taken my focus away from the problem (undermines loyalty) and focused it on the nature of our business interaction (relationships build loyalty.)

Details like these "throw-away comments" - especially when they are a first or last impression - either add to or take away from the customer-company relationship. And in these difficult times, no one can afford to carelessly undermine that relationship...especially when all it takes is a quick awareness/training effort to ensure all front line employees get it. If employees don't "get it" (understand), then the customer won't "get it" (a good experience), and in the end, the bottom line won't "get it" (financial benefit) either.

Think about it...but more importantly, act on it...today.

The Customer is NOT "Always Right"!

2008-10-02T17:44:00.000-07:00

One common quote regurgitated frequently in training circles is the classic "The Customer is always right"! What moron came up with THAT lie? More importantly, what imbeciles keep repeating it?

Anyone who spends any kind of time in the real world knows that Customers are NOT always right. This attitude creates an unhealthy bi-polar situation: if the Customer is always right, and there's a disagreement (with the Employee), then who is wrong? The Employee! Not exactly an environment that anyone I know would want to work in. NO one is going to get excited to come to work every day so they can be wrong!

Like anyone else, Customers are people. People aren't perfect and they certainly aren't always right - but, as people, we ALL deserve respect. I like Disney's more enlightened opinion: "The Guest may not always be right, but they are always the Guest - and if they're wrong, they must be wrong with dignity!"

Imagine: a company rooted in fantasy operating in the real world. How refreshing!

Think about it...but more importantly, act on it...today!

Getting Through the Tough Times

2008-09-24T06:03:00.000-07:00

With all this economic turmoil, the typical response of the average person is to freeze. For ordinary companies, freezing spending is an easy short-term "solution", but it has significant long-term ramification. Cutting back on investing in what creates the results, only serves to undermine the ultimate results themselves.

That's why extraordinary companies do NOT freeze. They may cut back on certain non-strategic expenditures (which makes sense), but in order to get better results in difficult times, they actually focus MORE on investing in what generates those results: their people and their customer experience.

No wonder that, when the dust settles, these legendary companies have extended their lead in the marketplace.

Certainly something to consider...only if you want to be extraordinary, of course.

Think about it...but more importantly, act upon it...today!

Internal Customers

2008-09-12T10:11:00.000-07:00

One thing I've found that's odd to me: business leaders all want to provide the best service and they make the mistake of focusing all their efforts on their external customers. Well, exactly who delivers that service to the external customers? The front line! Ultimately, the level of service is dictated by the quality of the source of that experience - the front line worker's behaviors.

World-class companies consistently provide an extraordinary environment for their workers. This doesn't mean spoiling them with catered meals, free dry cleaning, and expensive toys. It does mean understanding them, listening to them, and supporting them by providing tools and opportunities...just like the criteria for the external customers. Great internal service extends out and impacts the quality of the external service.

The same tools that help us be effective with our external customers will allow us to accomplish the same with our "internal customers".

What are some best practices you've seen/heard of for providing excellent low/no cost internal customer service?

Think about it...but more importantly, act upon it...today!

Thriving in Tough Times

2008-09-02T06:33:00.000-07:00

I've noticed something about tough times and the organizations that thrive in the midst of them. Maybe you've noticed too...

It seems that there's an interesting pattern: the corporate environment goes screwy (bad economy, social upheaval, tech revolution, etc.) and when the dust settles, some company has risen dramatically. Ever notice why?

What consistently happens is that a leader/organization will use the window of uncertainty (when most are simply standing around watching the dust flying and focusing on staying "safe") to aggressively focus on improving their fundamentals and begin developing a game-changing strategy to capitalize when everything settles.

When the circumstances in your industry start to get crazy, that is the best time to invest in creating "an unfair competitive edge".

Think about it...but more importantly, act upon it...today.

The Beginning...

2008-08-14T21:37:00.000-07:00

Finally! After years of encouragement, I’m making the leap to provide a blogging venue for the experiences and insights I discover while working with businesses all over the world. My goal is to distill the secrets of the world-class corporations (without diluting them!) and share low and no cost ways to implement them in your operation about once every week or so.

As an “operation guy” at heart, I know how none of us has time to play “mental pattycake” with our careers, so I’ll cut to the chase. You’ll get the real me – and my “plop it out there” stand that causes “business as usual” people to get uncomfortable. In an ocean of overwhelming fluff that is out there, I’m committed to contribute something valuable to us all: what really works!

I’m counting on you to share as well. I eagerly invite your questions (what challenges are you facing right now that need to be fixed for your company to lead the pack?) and your insights. Thank you in advance for being part of what will be an amazing community of difference-makers!

Welcome to “our” new blog. I’m thrilled to partner with you!