What's On Your Short List?

Do you ever feel like you are busy every minute of the day, and still don't have time to do things that are truly important?

One thing consistently successful leaders do differently and better than anyone else is taking action on the right (most important) things.  How do they tame the distractions that plague the rest of us?

They create their "short list".

It's a simple two-part process.  The first step is creating your personal short list of the most important non-negotiables in your life.

• Values (The key driving forces of your life?)
• Standards (The clear line that defines what is truly UNacceptable)
• Goals (The absolutely MUST do things on your bucket list?)
• Relationships (Who are the most important "long-term" people in your life?)
• Belongings (what would you grab if your house caught on fire?)
• Activities (What pastimes are the most important to you for optimal physical/emotional/spiritual/mental health?)

Once you identify your short list(s), it becomes very clear what to say "yes" to - and just as importantly, what to say "no" to.  Both of which keep you from wasting time and energy - allowing you to be the most productive on the things you care most about. 

The next step is to use your list as a guide in creating your schedule.  Start with plugging in the non-negotiable priorities on your list first.  Then, if you have extra time/energy, fill in the rest with the next most important things.  When you are done with your time (you can't manufacture more of it), you say "no".

Yes, there are consequences for saying no, but the most successful people share that the temporary discomfort created by that transition always gives way to a high-performance, more aligned life of integrity.

How do you prefer to invest your life - in the things that you are passionate about, or settle for less?  Nothing will change unless YOU change your actions.

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

Nice Is NOT Enough!

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!

Connecting For The Long-Term

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!

Life/Work Lessons From The Front Line

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!

Be Unique Or Die

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:

1. What you offer is less than one of your competitors, and you lose the sale. You eventually go out of business.
2. 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.
3. 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!

The 3:2:1 Rule

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!

Facebook Versus Face Time

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!

Recruiting For Keeps

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!

"Excuse My Dust"

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!

How To Lose Loyalty

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!

Formula for Business Success: Follow and Improve

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?

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

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!

"Poor" Service...That I Loved!

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!

It's Always "That Little Extra"

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

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!

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

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!

Employee Engagement = Organizational Improvement

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!

"No Problem" Can Be A Problem

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.