Thinking Big...And Long!

"Go big or go home".  I love that saying.  It stirs a desire to be brave, take action and attempt dramatic goals to achieve amazing results.

But risk-taking alone does not often end up with results that are sustainable.  For that you need to include a more long-term, strategic approach as well.

Thinking big and long requires a solid understanding of the fundamentals of success - proven considerations such as:

• exceeding the customer's expectations
• consistency in delivery of service by employees
• effective teamwork
• an internal culture of excellence, integrity, and passion
• leaders who model appropriate behavior
• establishing non-negotiable core values, vision, and standards
• balancing decisions based on employees, customers, and financial/operational outcomes

Everyone wants success - but they also want that success to be long-term.  When deciding actions to grow your organization, only the best leaders/businesses demand both the long-term sustainable elements as well as the continuous efforts to aggressively strive for "game-changing" ideas that will WOW customers, engage employees, and produce growth and results everyone can be proud of.

Imagine the difference if everyone legitimately pursued world-class excellence.

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

Fire Your Way To Success

One of the key responsibilities of a leader is to orchestrate your team to perform at their optimal level.  In the daily changing dynamics of the numerous individual personalities, every team member experiences hills and valleys.  At some point, however, you may find an employee consistently falling short of their responsibilities.  When this happens, you are obligated to make some important decisions - and actions.

The cost of doing nothing is far too high (to your operation and to your customer experience), so what is the best way to deal with this?  Obviously, not hiring a wrong-fit employee is the best tactic, but if an employee chooses the wrong behaviors, the process world-class companies follow is this:

• Step 1: Ask if the standard for the expected behavior was understood. If not, inform the employee and fire them up for implementation. If they knew they were expected to perform the behavior, then...

• Step 2: Ask if they are able to perform the behavior. If not, train them and fire them up for best results. If they are able to perform the behavior, then...

• Step 3: Ask then if there is anything preventing them from performing as requested. If so, then work to remove the obstacle - if appropriate and fire them up to achieve their best potential. If there isn't anything preventing them from performing, then...

• They can perform, they just don't want to. If this is the case, they are lazy and/or defiant. Either way, the next step is to FIRE THEM.  (Yes, at Disney I would fire "deserving" cast members, although we termed it "encouraging them to find their happiness elsewhere" - which made me laugh and gag...all at the same time!)

The critical thing to realize is that THEY have made the choice, not you. You are simply responding to their choice by implementing the natural consequences.

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

Most Important Service Traits?

Recently, I was asked by a client if I've seen any trend of "must have" traits for hiring employees to give superior service that transcends industries/international cultures.  After working with dozens of best-in-class service organizations in 49 countries around the world, I believe I've identified the most important - all of which are non-negotiable in order to achieve an extraordinary service experience:

1. Awareness of others.  Until someone has the ability to get beyond their own self-absorbed interests, they will never be able to effective engage customers - or their team.  Being able to truly understand another's perspective is mandatory to be successful in any service-related position - especially if you hope to exceed those expectations.  The field of Emotional Intelligence is founded on the awareness of & ability to connect with others.
2. Consideration of others.  More than simply being aware of them, being considerate also involves caring about the well-being of others and desiring to help them in whatever way matters most to them.  Compassion, kindness, and valuing others are what set the stage for this trait.
3. Bias for action.  Internal thoughts merely create academic concepts or theoretical strategy.  Unless there are behaviors that implement the service ideas, there will be no tangible results.  Legitimate service requires interaction...with ACTION being the key part of that word.

Coincidentally, they are also the key traits for leadership excellence, in my opinion, since great leaders - and their organizations - succeed by serving their "internal customers" (employees).

I've often shared with my teams at Disney and the FAA that the simplest guidance I could think of for great service was "Be aware & care" - the intent being to be aware of yourself, those around you, your environment, etc. and then care enough to take action and do something about improving the experience.   

So, whether you are considering hiring a new employee or promoting someone into a leadership position, ask yourself how they rate regarding these critical traits - or you (and your customers/business results) will suffer the natural consequences...which will likely be painful for your people, your organization, and you.

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

The Cost Of The Wrong Employee

Too many times, I hear managers complain about how it is "impossible" to "get rid" of an employee that is not producing.  The truth is, ANYthing is possible - with sufficient motivation.  If the CEO said "Fire him today or you will be fired", there's little doubt about who would be walking out the door.

That said, a significant problem is that most managers don't consider the true cost of keeping the wrong employee. 

Internal costs:  Team finds it more difficult to complete tasks.  Internal strife lowers morale.  Other employees stop trying to achieve higher standards because there is no consequence (proven by your willingness to allow the "bad apple" to get away with the poor behaviors).  Attitudes/behaviors are "dumbed down" to lowest level you accept.  More mistakes.  Slower work due to lost efficiencies.  Higher costs to do business must be either absorbed into budget (less profit or less invested in internal benefits) or passed on to customers (less value for their investment).

External costs:  Customer experience suffers.  They visit/buy less.  They tell others about lukewarm or disappointing experience.  Brand/reputation suffers.  Others won't do business with you.  Sales decrease.

Then, senior executives WILL get upset at bottom line results and look for the root cause - and what (or who) allowed it to continue.

If you don't hold them accountable (YOUR responsibility), then there are costs...for which YOU will be held accountable.

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

Are You Driving Change?

We all know that change is a constant, but get (appropriately) skeptical when people drone on about how "Change is good".  Why are people resistant to change?  Because some change is NOT good.  People become supportive only when we believe the change will be beneficial.

So what do world-class leaders do to optimize the process of change?

Here's an apt analogy a former Disney colleague of mine shared:

If you were riding in a car someone else was driving with the intent of going to a specific location, and they started driving along an unfamiliar route, what would you do?

1. Confirm the destination and make sure that you both intend to arrive at the same place.  If not, then you must determine whether or not you want to go to this new location.  If the final destination is the same, then you might...
2. Ask if the current route is better than the route you are used to.  If it is better, then support the new route (change) and learn something helpful.  If it isn't better, then you would suggest your more effective route (solution) to get to your mutual goal.  If you have nothing better to offer, then you would just let them drive and support the unfamiliar approach.
3. If you don't want the driver's destination or route, you can either disembark or take over control of driving the car.

Ultimately, the choice is yours.  Actively support the process or actively make it better, but get involved one way or the other (being passive is simply abdicating any responsibility).  It does not help to sit in the passenger seat and complain about the route or destination.  You don't improve the outcome - and you actually make the process worse.  The best option is to determine whether or not the "new way" is better or not, influence the driver if your way is legitimately better, or do the driving yourself.

Have you determined your destination?  Are you doing whatever it takes to appropriately influence your situation?  Or are you letting someone else do the "driving" and "taking you on a ride" you don't want to be on?  Are you willing to take the bold action of taking over or disembarking?

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

If You Can't Get Out Of It, Get Into It!

Life is FULL of things that we wish we didn't have to deal with. 

The question is: If this (painful) action is truly inevitable, then what can you do to minimize your suffering?

According to the most successful/happiest people, once you have exhausted any creative attempts to resolve the situation, the most logical next step is to simply accept that the uncomfortable experience will be happening.  Once you overcome any denial, there are actually TWO options that put you more in control of the negative situation, and can help make the most of it:

The first is: Initiate the action as soon as possible to get through it quickly.  This approach allows you to get the pain over faster.  Why put off dealing with it?  No sane person enjoys pain, and putting it off only adds more suffering.  The dread of anticipation actually magnifies the pain and prolongs it.  The wiser approach is to "rip off the bandaid" rather than drag it out.  The sooner you start, the sooner you finish.  Plus, you avoid all the painful "angst time" as a bonus!

The second is: Find/create enjoyment in the midst of it.  As bizarre as it sounds, this is actually pragmatic.  Minimizing the damage from a negative experience is a self-preservation effort.  Focusing your attention to any beneficial aspects of the situation - whether it is bittersweet "good for you" value or actual enjoyment of some kind - is better than the alternative.  Once you have learned your lesson, any additional suffering is a waste of time and unnecessary pain.  Again, pragmatic and logical.

The good news is that you can use BOTH tactics in every situation.  But it requires the courage and discipline to boldly take that first step.  Take control.  Be accountable.  Face life head-on - and you will have a better life as a result.

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

The Next Opportunity = THE Opportunity?

Question: How many times in Life do you get the chance to start over and create the life of your dreams?

Answer: Every time you wake up.

So, did you wake up today?  Good!  Then you have an opportunity to make some changes that get you closer to experiencing your dreams, hopes, desires, and purpose. 

The next question is: Will you?

Looking back on EVERY good experience in your life, you may notice something - that each time, it was a result of initiating action.  You'll also likely notice that most (if not all) breakthroughs came as a result of trying something more than once.

You never know when the next opportunity will result in being THE opportunity that realizes your desired goal!

So, consider this a reminder and an encouragement:

1. Get clear on what you really want out of Life.  Focus (and REfocus!) every day.
2. Be open to exploring and discovering how to achieve it.  Every day.
3. Have the courage to take that first step.  Every day.
4. Keep going.  Every day.  Until you are successful.

Yes, it IS just that simple (though not always easy.)

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

How To Jump Start Your Breakthrough

Do you ever feel stuck - like you're in a rut or hitting a block preventing you from taking things to the next level?  Here's something I've discovered works every time (so far) to shake out the cobwebs...

Whenever I need to come up with something new and different - whether it is a big (potentially painful?) decision I'm not wanting to take action on, or a creative breakthrough that's missing for me to push beyond a plateau I've been on - I've found it helpful to physically do something that disrupts my "temporary business as usual" life. 

Doing something that scares you (emotionally or physically) is a great way to forcibly shift your focus. 

We've all had some unexpected experience that really shook us.  Afterwards, there is an adrenaline rush and shift in thinking that can only come from having a different perspective.  After this dramatic (good or bad) experience, it can almost feel like your brain gets re-wired (which may not be far off, according to several scientists who study such things) and you see your current situation with a fresh, new clarity you didn't have before...which is an invaluable position to be in!

My suggestion?  Don't passively wait around for one of these extreme experiences to coincidentally happen.  Do it on purpose!

For example, when I get to one of those "dry spots" in my life, I schedule an activity like skydiving.  For me, the physical danger/challenge forces me to get profoundly focused on the real-life implications of "jumping out of a perfectly good airplane".  It certainly clears up the sinuses and gets the blood pumping in a way few other things do.  Personally, I enjoy "daredevil" type activities, but it also holds true for emotionally dangerous activities as well.

Is there a discussion you've been needing to have but have been hesitant?  A decision/big step that you need to make that is intimidating?  DO something to schedule (by design!) an "I can't believe I'm doing this" experience.  It always (for me) becomes a catalyst that rips me out of my rut and allows me to have the breakthrough I desire.

So...what would get YOUR blood pumping?

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

"Doing" World-Class

One of my greatest disappointments - and frustrations - is how people view the success of legitimate world-class organizations.  I often hear how "normal people" can't possibly hope to achieve the amazing results of such industry leaders because of some supposed "special" abilities, resources, people, or circumstances that all others do not have.

To that I say "What a load of garbage"!

Working directly with dozens of Fortune 500 companies, I have seen first-hand exactly what they do (and don't do) to achieve the outcomes that everyone marvels at, and one thing has become evident: Other than some technical patented widget/process/design, they all have the same access to resources as you or anyone else.

An outrageous claim?  I challenge anyone to identify one thing they have that you don't (besides the scale that results in success over a period of time).  They have offices, computers, paper, phones, budgets, products, customers, employees, leaders, money, time, etc.  Just like you do. 

The only significant difference is the WAY that they utilize those resources.

They have better results than anyone else because they approach all the same issues that you have (leadership, teamwork, passion, time management, creativity/innovation, hiring, training, communication, recognition, etc.) BETTER than anyone else.  Period.

The other thing world-class companies do consistently better than anyone else?  How they implement.

If you examine every huge success and you'll discover a series of actions that created the ultimate outcome. 

All do-able (they proved it by doing it - with NO superhuman powers.)
All started with a first step (which was followed by every other step until they succeeded.)

The truth is that ANYone can attain world-class results...IF they improve HOW they approach their business.  Stop working harder on things that don't optimize your potential and start adapting proven success practices - then improve them daily to stay on your A-game.

Want help?  Go to http://www.smallworldalliance.com/ for proven results.

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

Whatchu Lookin' At?

I recently had an odd experience while walking my dog. We were in the back yard playing fetch with her favorite ball when I threw it and it bounced off a birdbath and ricocheted into a flower bed. My dog proceeded to run around, sniffing, and looking (unsuccessfully) for the ball in the wrong part of the yard.

She's not the smartest dog (we refer to her as our "special needs dog"), so wanting to help her out, I walked over to her, got her attention, and energetically pointed to the bushes where the ball was saying "Look!"

Well, she looked alright. At my pointing finger.

Over and over again. Me saying "Look! Get it! There it is!" followed by my dog, consistently, keeping a laser-fixed stare at my finger.

I realized that the action of my hand/finger moving towards the target (her favorite ball) actually distracted from her prize. She was so fixated by my pointing, she failed to see the more important thing I was pointing at.

Then I thought how people sometimes get the same way. Instead of looking at the valuable prize (wisdom, insights, etc.) we often get so enamored with the pointer (a brilliant expert, a dynamic speaker, etc.), we miss what they are working so hard to point towards.

Bottom line: Those people/things in our lives that provide direction are usually not the answer. They are merely pointing to the answer. It is up to us to look in the right direction for the actual insight itself. If we fail to do this, we will fail to get that prize we ultimately desire in life.

And it's almost always better than a slobbery old ball.

So, where are YOU looking these days?

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

The Key To Progress

We all want to achieve better results. There are hundreds (thousands?) of books and "experts" out there selling how "attitude determines altitude" - and other ridiculous babble. Let's be clear: No one ever got better results simply because they went to their internal "happy place". Puh-leeeze!

The simple truth is that nothing ever improves without action! The ONLY way to realize progress is to move. Do. Initiate. Start. Act!

Here's proof: Think about the times you've been most productive in your life. Even a simple example like spring cleaning.

What gets the best results?

1. You identify the criteria for what you want to keep and what you want to remove.
2. You get in motion. Every moment you are grabbing something and then not letting go of it until it ends where it will go. Trash. Sell. Donate. Store. Keep. It doesn't matter what you grab - what matters is that you DO something.

And keep at it.

No painful, drawn-out mulling. Grab object. Consider criteria. Place in proper category.

Decide. Action. Decide. Action.

Very soon, things begin to shift. Yes, things don't always look pretty at the beginning, but soon you see progress...which becomes motivational...and, ultimately over time, results in achieving your goal.

Not because of some complicated "secret" or "intention" (puh-leeze!) But because you took that first step.

Followed by the next step. And another and another.

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

New DAY Resolutions

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

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

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

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

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

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

Special Forces Biz Secrets

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

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

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

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

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

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

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

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

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

Digging Deeper. Going Farther.

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

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

Well, the operative word is: DO!

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

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

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

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

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

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

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

Passion Over-rated?

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

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

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

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

Passion + Focus + Consistency + Action = Results.

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

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