It's Showtime...At The Oil Change Garage?!

Have you ever gone someplace and had an experience that was so unexpectedly enjoyable, you couldn't wait to tell people about it?

That's exactly the kind of response you want consistently from your customers.

What is required to create this kind of experience?  Exceed expectations with pleasant surprises.

I just had such an experience at, of all places, an oil change garage! 

So, what is the typical expectation when getting your oil changed at a garage?  That oily/dirty garage workers drain the old oil and fill new oil into your car correctly for a fair price. That they are competent and efficient.  Pretty simple, right?

I just bought a used car and wanted to get the fluids changed.  I decided to go to the same place noted by the previous oil change sticker in the window.  I had never been to a Valvoline Express Care station, but thought they might be able to provide some additional insight about the maintenance history of my car.

When I arrived, I had the typical expectations.  However, they were radically exceeded from the moment I drove into the parking lot.  Here's what my experience was like: 

An attendant walked out to warmly greet me as I began to park in a parking space - urging me to pull directly into the repair bay.  He and the rest of the team were dressed in a clean/professional uniform.  He guided me into the bay and they began a non-stop banter and flow of information.  It was more like Seattle's Pike Street Fish Market (Google it) than any auto garage I've ever seen.  Shouts of "Showtime, Bay Three!", "Electric a go!", "Thank you, sir!" reverberated across the garage as four separate specialists rushed around conducting a full diagnostic of lights/signals and other fluids prior to changing my oil.  They brought up my car in their computer system (next to my car), shared the extensive service history, and provided insights about the options for service now and in the future.  They provided a full-service oil change with all the bells and whistles (including payment and receipt) without me having to get out of my car. 

In less than 9 minutes.

Yes, I was impressed.  But even though it cost a few dollars more, it was way more than worth it.

And plenty of other people know about them now.  I'm now an unpaid promoter for Valvoline Express Care.  All because they spent the effort on things that didn't cost any extra to provide buzz-worthy service.

So, what low/no cost things can you do to create a "Showtime" experience for your customers...and get them buzzing?

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

Screwed By My GPS - Thank Goodness!

On a recent road trip covering a couple thousand miles, I had several interesting experiences...all starting with what should have been a direct route through the mountains of North Carolina/Tennessee.

Should have been.

Relying on the new technology, I plugged in the address of my next destination and chose to go where my phone's GPS guided me.  It wasn't until I was an hour into the drive when I concluded I wasn't "on the right path".  I pulled out my trusty paper map and discovered, sure enough, I was deeply into what my GPS thought was the "better" scenic route - adding about an hour onto my drive.

After some choice bad words, I realized that backtracking would add even more of a delay, so I opted to forge ahead on the same winding mountain roads I was on.  Then a very interesting thing happened...

I started to experience...things.

Not in a weird, mindless, hypnotic, imaginary way (sorry, no moonshine on this trip).  But in a "let go of any preconceived notions and simply experience what is happening" kind of way.

Yes, it was a much longer route, but it was, indeed, a much better route as well.  I was amazed at all the "new" I started to enjoy. 

New sights.  New sounds.  New inspiration.  New insights.  New attitude.  New hope.  New enjoyment.

And it all started out with me cursing out my phone.

Kinda like Life.  Sometimes routes that, at first glance, start out looking like a mistake, can actually be a better path.  Just because it isn't what we anticipated doesn't mean it's less valuable.  Being open to Life's surprises can offer a gift we would never enjoy otherwise.

Perhaps instead of grumbling, we should experience unexpected changes in our "plan" more open to what IS there than what ISN'T (our original plan).  We may end up with "better" after all.

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!

Camel's Milk Considerations

Recently, I was in the United Arab Emirates having breakfast at a buffet. I normally have mixed feelings about buffets - but one thing I enjoy is the opportunity to sample new foods at "no additional cost".

On this day, I was surprised by an offering of "camel's milk".  Next to the dispenser, there was a card listing the attributes of the novel milk product - including the nutrients and other data.  So, I couldn't help but try it out.

Was camel's milk better?

Well, first, let's define "better".  Yes, there was a long list of comparative data between camel and cow - mostly favoring the camel's milk (according to the biased Arab country/hotel).  Then there was the taste factor - actually tasted pretty good.  "Stronger" (different than I'm used to as an American), but not distasteful. I didn't have to pay any extra for it, so that wasn't an issue.  I didn't have to go to any additional effort to drink the "new" milk - it was next to the other types of milk.

Apparently, "is it better?" isn't such a simple question after all.


The formula for determining the value of anything is this:
The Promise (expectation) must be less than the Experience (The combination of: 
the Person delivering the service,
the Place the service is delivered,
the Process of the service delivery, and
the Product/Service itself.

And this experience must be be greater than the Price to the customer (the true cost is the cumulative total of the money, time, and effort required of the customer in obtaining the experience.)

All in all, at the buffet, I'm happy to select camel's milk - as long as it doesn't cost me more.

The bottom line: If I have to actually pay extra (in any way), the difference may not be "better" enough for me to change my choice (and buying behaviors).

A lesson for any of us wanting to create a "different AND better" competitive edge for our customers.

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

New Projects Goal: Thrilling...and Terrifying?

One of the Producers of this year's Academy Awards made a very interesting comment. He said "I know a project is a good one when I'm 50% thrilled and 50% terrified."

What a surprising...and profound statement!

Imagine if that were your new criteria from now on...how would your career change? We love the thought of experiencing the thrill of making a difference and achieving things that we are passionate about. Then, couple with that the terror of not being completely in control - of not being sure how to accomplish what must be done to be successful. Maybe even not even being sure that you have the skill or resources or (whatever) to pull it off without "going down in flames".

Wow. Kinda intriguing, eh?  For me, it sounds like a pretty good definition of being fully alive.

Actually, if we really analyze our very best moments - when we've done transformational things beyond our expectation - we have done just that. We expect to be able to do what we currently can do...but that never stetches us or causes us to grow. The only time we can really exceed expectations is to attempt more than we can successfully do...at this moment.

The striving for a risky goal just out of reach is what builds skills, knowledge, and ability...and reveals character.

How far we go depends on how much we grow. How much we grow depends on how much (and how often) we risk beyond our current abilities.

Isn't it interesting how a single comment can be a catalyst for deeper thought - and, if we choose to truly act - an improvement in behavior/direction.

Now excuse me while I go terrify myself...

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

Good Memories Are Built

Think about all your fondest memories. Your first kiss. Your favorite vacation. The time your life changed for the better.

Imagine what it would be like to NOT have those memories.

Imagine what it would be like to have MORE fond memories.

So, what causes these valuable "I'm a better person because I experienced that" memories?

To figure this out, let's break it down:

• You recall them because they are significant.


• They are significant because you were involved.


• You were involved because you opted to be actively engaged in the activity.


• You were actively engaged because you took the risk - the first step - in embracing whatever (and wherever) that activity would take you.

Bottom line: All these great memories are the result of you initiating (or at least responding to) whatever the NEW activity was. If you hadn't been open to trying that new experience or had the courage to take those steps to be involved, you would not have those memories.

And what a shame that would be. Especially since enjoying those memories are simply a result of something YOU control: Actively trying something new.

So, you want more memories? You want a fuller legacy? Get more active. Consider those dreams you've had about visiting a special place or connecting (or re-connecting?) with someone or attempting that new thing that you've always wanted to try. Those memories won't happen until you take that first step.

And there's no time like the present to create more good memories. (You're worth it!)

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

WWYCW?

Have you ever noticed how often companies seem to focus on the wrong things? For example, look at any company's policy/procedures and ask yourself the question: Is each one of these bureaucratic hoops to be jumped through for the benefit of the customer...or their company?

We've all seen the little rubber wrist bands with acronyms - standing for a wide variety of thought-provoking causes. Here's an acronym that reflects a cause that all successful business people are passionate about:

WWYCW?

It actually has two distinct meanings. The first meaning is What Would Your Customer Want? This is critical guidance when faced with solving a problem or making any decision during your work day. If your customer is always the center target of your focus, and you take into consideration how your decision/action will affect them, then you are already well beyond what "ordinary" businesses do. You become different and better!

The second meaning is the next most important meaning - What Would Your Competition Want? Make no mistake - your competition wants you to be average, predictable, slower, less attentive, less engaging, less efficient, more greedy, more selfish, and less thoughtful about your business. The reason is so you will make it easier for them to win in your industry. The reason it's important to know what your competition wants is so you can do the opposite! They want you to zig? Then you should zag!

Just a quick reminder about two things to consistently consider to achieve consistent success. (Feel free to make some bands if you'd like!)

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

Nice Is NOT Enough!

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

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

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

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

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

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

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

Improve With The Right Questions

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

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

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

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



2. you can improve with tactical information you can implement



3. future customers will benefit from the actual improvement

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

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

Forgive, Yes...But Forget??

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

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

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

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

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

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

Be Unique Or Die

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

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

There are several options:

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

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

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

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

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

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

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

Well, it was. For the wrong reasons.

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

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

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

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

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

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

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

Recruiting For Keeps

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

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

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

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

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

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

And, yes, YOU can influence your recruitment process.

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

"Excuse My Dust"

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

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

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

Not always easy, but truly that simple.

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

And for you.

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

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!

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!

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!

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!

What It Means To Earn Life Experience

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

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

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

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

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

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

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

For the best results, we can all focus on:

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

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

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!