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!
Showing posts with label "difficult times". Show all posts
Showing posts with label "difficult times". Show all posts
Monday, August 9, 2010
Tuesday, April 6, 2010
Using Pain as a Tool...the Good Kind.
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!
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!
Sunday, February 28, 2010
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!
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!
Sunday, February 14, 2010
When In The Midst Of The Storm
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!
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!
Sunday, September 20, 2009
Sowing (and Reaping) O.A.T.S.
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!
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!
Monday, July 13, 2009
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!
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!
Thursday, June 11, 2009
Ready, Able, and...Willing?
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!
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!
Sunday, May 3, 2009
Sick of "Woulda, Shoulda, Coulda"?
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!
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!
Monday, April 13, 2009
Right Tool + Wrong Approach = FAIL!
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!
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!
Wednesday, April 1, 2009
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!
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!
Saturday, March 7, 2009
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!
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!
Thursday, February 19, 2009
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!
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!
Sunday, February 8, 2009
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!
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!
Monday, January 26, 2009
Stopping The Pain
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!
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!
Saturday, January 3, 2009
FINALLY Bring Your Goals To Life!
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!
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!
Sunday, December 14, 2008
What It Takes To Survive In Crisis Situations
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!
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!
Tuesday, December 2, 2008
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!
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!
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