Pixar's 22 Rules For Storytelling

More insights from fellow Disney colleagues: The following list was shared by Pixar Story Artist Emma Coates.  Consider each when deciding how to best engage those you want to influence - whether customers, employees, or partners.  Very insightful!

• You admire a character for trying more than for their successes.
• You gotta keep in mind what’s interesting to you as an audience, not what’s fun to do as a writer. They can be very different.
• Trying for theme is important, but you won’t see what the story is actually about til you’re at the end of it. Now rewrite.
• Once upon a time there was ___. Every day, ___. One day ___. Because of that, ___. Because of that, ___. Until finally ___.
• Simplify. Focus. Combine characters. Hop over detours. You’ll feel like you’re losing valuable stuff but it sets you free.
• What is your character good at, comfortable with? Throw the polar opposite at them. Challenge them. How do they deal?
• Come up with your ending before you figure out your middle. Seriously. Endings are hard, get yours working up front.
• Finish your story, let go even if it’s not perfect. In an ideal world you have both, but move on. Do better next time.
• When you’re stuck, make a list of what WOULDN’T happen next. Lots of times the material to get you unstuck will show up.
• Pull apart the stories you like. What you like in them is a part of you; you’ve got to recognize it before you can use it.
• Putting it on paper lets you start fixing it. If it stays in your head, a perfect idea, you’ll never share it with anyone.
• Discount the 1st thing that comes to mind. And the 2nd, 3rd, 4th, 5th – get the obvious out of the way. Surprise yourself.
• Give your characters opinions. Passive/malleable might seem likable to you as you write, but it’s poison to the audience.
• Why must you tell THIS story? What’s the belief burning within you that your story feeds off of? That’s the heart of it.
• If you were your character, in this situation, how would you feel? Honesty lends credibility to unbelievable situations.
• What are the stakes? Give us reason to root for the character. What happens if they don’t succeed? Stack the odds against.
• No work is ever wasted. If it’s not working, let go and move on – it’ll come back around to be useful later.
• You have to know yourself: the difference between doing your best & fussing. Story is testing, not refining.
• Coincidences to get characters into trouble are great; coincidences to get them out of it are cheating.
• Exercise: take the building blocks of a movie you dislike. How d’you rearrange them into what you DO like?
• You gotta identify with your situation/characters, can’t just write ‘cool’. What would make YOU act that way?
• What’s the essence of your story? Most economical telling of it? If you know that, you can build out from there.

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

Inspiration or Irritation?

There are THOUSANDS of leadership books out there all spouting off about how, if you want to be a good leader, you must be a role model of excellence, quality, integrity, etc.  When done well, embodying these traits can be a faith-building source of encouragement.

But is it possible to over-do it?

In other words, are your efforts to be an excellent role model inspiring...or irritating?

When someone - even a role model - is not relatable, it can actually put off members of your team instead of engaging them.  Being completely competent in your behaviors is only half of the requirement of being a leader.  Unless there is a relationship with your team, your "good example" efforts can be seen as distancing you from their "mere mortal" results.

The solution?  Be a role model of humility.  Be a role model of honesty.  Be "real".  Share (appropriately) your shortcomings, your pain and concerns - in a way that they can identify with withOUT undermining their confidence in your or the journey you are all jointly traveling.  This will help them see that you are experiencing the same "reality" that they are challenged with - and you are choosing to strategically persevere and have a positive attitude through it all.  Just like they can.

So they continue following you and everyone benefits. 

Just a natural consequence of NOT being irritating - and, instead, being an inspirational leader.

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

Tourist or Traveler?

During a recent international project, I spent an entire day (each way) at several airports.  During the process, I noticed there is a definite difference between the people flying around the world.

In all cases, people are going from where they are/were to where they want to be. Transportation, in it's basest sense, is simply a means to an end. A way to progress - to achieve movement toward something we want.  In this way, the person is more of a passive "tourist" - just along for the ride.

It's not just the difference between business travel and pleasure travel.  It extends to HOW a person experiences the journey...and Life.

There is a significant difference in the WAY people move from place to place.  Whether for business or pleasure, some people actually seem to be engaged in the process of traveling - gaining additional value from the experience of "getting" to the destination.  I consider these people to be more of a "traveler".

My personal guideline when traveling is to be "unplugged" - free from the tyranny of the Internet and computer files.  One of the reasons I enjoy traveling so much is that I'm able to connect to the smallest (valuable) details of the process, and purposefully experience those Life-enhancing moments that create a life that is truly lived (rather than merely existing.)

In some cases, I interact with people.  In others I just observe and ponder.  I've found that Life's biggest/best insights are a result of simply taking the time to ponder.  When was the last time YOU planned some "pondering time" into your schedule...and actually DID it?

Are you just a tourist going through your life?  Or are you an engaged traveler?

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

Same Tools + Better Use = Better Results

One thing I've been surprised to learn from working with the world's most successful companies: They don't have any "secret" pixie dust that magically helps them achieve consistent success.  In fact, they have the same resources any other organization has in their industry.

So what sets them apart from the rest of the pack?  Strategic execution.

World-class organizations simply focus their significant efforts in a disciplined way that naturally get superior results.  

Of course, simple isn't usually easy.  But it IS do-able.

Here's the basic roadmap:

• Identify and institute the non-negotiables that make you different and better than anyone else in your industry.
• Develop your leaders and hold them accountable for being consistent role models - in every way.
• Develop and engage employees so they can effectively work together as a team on the right things.
• Understand, engage, and WOW your customers with attention to the details they care most about.
• Be better today than you were yesterday.

Of course, the "pixie dust" includes a lot of hard work.  More than the competition is willing to do.

The good news?  After you gain momentum, it gets easier.  A LOT easier.  

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

Prove That You Care

While working with a client group recently, one of the partners of the firm said something memorable while we were discussing family.  He said "You are only as happy as your unhappiest child".  This is a profound comment - indicating that when you truly care about the well-being of someone important in your life, then you aren't satisfied until they are healthy and happy.

I also believe this applies to business.

Think about your employees or your customers.  Are they all healthy and happy?  What is their quality of life?  Are you satisfied?  If not, are you doing anything to help them be healthier/happier?

Our inner values leak out as external behaviors.  If you genuinely value someone else's well-being, people around you will notice - because you will talk about it and you will make DOING something about it a priority.

Do you legitimately care about the health and happiness of your external customers?  (You should!  The future of your business depends on it!)  If so, you must ensure that they are taken care of...by your employees! 

You are modeling behaviors for your employees.  They will treat customers outside your company patterned after how they are treated internally.  So, what would others say about your level of care for your employees?  Are you truly invested in helping them maintain a sustainable level of health and happiness? 

Saying you care is easy - and not worth much.  The real (and strategic) test of whether or not you have integrity is how you demonstrate (in other words, prove!) your true commitments.

People are watching.  And your business results are hanging in the balance.

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

Harley-Davidson Service Standards

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

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

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

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

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

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

Identifying Your Golden Goose

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

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

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

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

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

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

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

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!

Create a Win-Win-WIN!

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

Creating a Win-Win-WIN!

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

That's a legacy worth working for.

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

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

The 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!

Not Just Hardware

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

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

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

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

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

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

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

Recruiting For Keeps

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!

Multiplying Your Impact

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

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

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

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

The solution?

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

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

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

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

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

And Then Comes...The Judgment

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

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

Bummer.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Bucket List Progress

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

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

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

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

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

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

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

Getting Experienced...In A Good Way

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

So much meaning. So few words.

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

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

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

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

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

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

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

And your world will never be the same.

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

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

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

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!

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!

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!