The "Pucker Factor"

We all go through good times and bad times.  As service providers, it is easy to give good service when things are going well - plenty of time, plenty of resources, low stress.  Easy.

However, what about when things get busy?  Crunch time?  When the pressure hits?  When "the pucker factor" goes up? 

Here's a tip practiced by world-class success stories: Prepare in advance.  Communicate about the ways you can make your customers feel welcome and special when things are easier.  Invest the time and effort during the good times on exploring how to exceed expectations when conditions are at their worst.

When your customers will need you the most.

And you'll have the least resources (time, energy, etc.) to serve them.

Yes, it's difficult to sacrifice your precious down time.  It requires discipline and extra effort.  Discussing the tough moments in your operation isn't enjoyable.  It can sometimes even be painful.  But talking about it in the midst of the hectic times never results in effective and efficient solutions.  No one "gets the chance" to fix the problems during those times when all you can do is survive.  Even though you can predict the naturally-occurring heavy demands on your organization, how much time do you take to thoroughly prepare for that dynamic - like a lunchtime rush that hits every day at the same time?

Thriving requires strategic discipline.  It demands commitment and foresight.  You have to earn it.  Being the different and better choice takes setting aside the opportunity now to resolve the anticipated challenges that will arise in your future.

Well, at least that's what the most consistently successful world-class organizations do.

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

Safety Net or Hammock?

Preparing for a future that is never really known (until it is the present) can be a risky venture.  Putting back-up plans and "just in case" support mechanisms in place is a good idea to mitigate that risk.  After all, safety (and personal/organizational health) is important.

But we need to be careful about being too careful.

People often create a safety net of contingency plans that slowly, over time becomes a hammock of comfortable (low-risk) settling.  Playing it too safe, too often, is not healthy.  In fact, it actually becomes dangerous - which is, ironically, the very thing we set out to avoid.  What is originally intended as a safety net can (if we're not vigilant) become a hammock - that can lull you into complacency.  Which leads to a dull, listless life of settling.

There is a saying: "If you hit the target every time, you are too close to the target".  Growth requires challenging our abilities and capabilities. 

When was the last time you attempted to do something important to you where you had less than a 50/50 chance of success?  That always generates a higher level of focus, creativity, and effort...and growth!
So, what do you want - dynamic growth or letting yourself get sucked into a hammock of mediocrity?

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

Priority: Plan or People?

No one argues that having a plan is important to the success of any business. As the saying goes: "Plan the work, then work the plan".

But in this world of limited development resources and finite time, it is vital to prioritize our efforts to ensure the very best results. So in the midst of the battle for your attention, which should be the default choice when the line is drawn in the sand?

Develop your Plan or develop your People?

World-class companies have an insight about this dilemma. They've seen how circumstances constantly shift and change - requiring our plans to adjust as we go. Sure, the general direction of our strategy may remain the same, but the fact that we have to evolve the plan in order to stay relevant is an indicator - much of what we plan never happens because of future adjustments. Arguably, the time/energy invested in those parts of the plan that evaporate is wasted. So, the answer is:

Develop your People!

Here's the reason: A team of "robots" waiting to be told what to do when circumstances call for changing the plan is always a losing proposition. If we develop our team so that they can adapt to any situation; they can work together effectively despite the ambiguous circumstances, and create value. Then you have a resource even more valuable (because they execute) than a well-intentioned plan. In fact, they can be trained to actually develop plans and make relevant/in-the-moment decisions as they encounter the unpredictable forces of your hyper-competetive workplace.

Plans are vital - however People trump the Plan every day of the week. So do both - but place the priority on your people. An A-Team will always find a way to achieve the extraordinary.

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

Bringing Learning To Life

Sometimes I get really frustrated at how people settle for less than they should. Have you ever asked yourself why more people/organizations aren't achieving their potential?

So, how do the most successful leaders bridge the gap between knowing and doing - and get better results that the average people? There are several keys to this elusive process:

Value it. Identify WHY you want to do it. Consider your motivation for starting - regarding the ultimate outcome or benefit. Many times, people surprise themselves by realizing they really do NOT care enough about the outcome to initiate action. If you are sufficiently motivated, then this provides the fuel for your efforts - but you still need the rest of the formula. Your plan must include accountability throughout the remainder of this 4 step process.

Know it. Here's a surprising factoid: People generally don't fail because they are ignorant. In my experience, about 85% of the time, I hear people say "I know that", but then they fail to DO that effective behavior. Those who get results make sure to know What AND How. Often, people think they know, but there is a gap between what they know (vague, big picture) and what they need to know (relevant details). This extra effort separates the ordinary from the extraordinary.

Do it. Skills require more than knowledge. The next step is to translate internal knowledge to external behaviors. Experiment. Practice. Try new things. The key is START! Getting "hands on" with the idea as soon as possible is vital. Habits/success are created by consistent behaviors. Make sure you are practicing your new skills every day. The cumulative total of your actions is what ultimately gets the results.

Share it. Once you've actually achieved some level of success, the best way to solidify the experience (for yourself and for your organization) is to teach it to others. Provide opportunities for colleagues to attempt the new behaviors in the same kind of process you used. You'll find that "teaching others to fish" will help you to multiply your results AND leave a legacy of excellence - optimizing YOUR life!

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

80% and GO!

Think about it: The first time you do something is all about learning. You tend to get the biggest insights about what NOT to do.

This can be either disturbing or encouraging.

Most often, when something is important to them, people tend to plan and wait and plan (and plan some more) until they think everything is perfect.

It never is.

Naturally, we get better every time we experience something. So, what's the better solution to getting really good at something that is really important? Jump in and experience it as QUICKLY as possible as OFTEN as possible until you hone & fine tune it to your ultimate goal of excellence. We have to get past the "I'm not 100% sure what I'm doing" phase and to the much more profitable (and enjoyable) "I know what I'm doing" phase - quickly - to gain a competitive edge.

At Disney, we used to call this "80% and Go". It meant that when we were about 80% sure it was the right thing to do, we initiated action - even if we weren't quite sure of the details. The plan was to be hyper-aware of the feedback/learning you get at every step and adjust as best you can in the moment. Some Fortune 500 companies call this "rapid iteration". It simply means "the way to develop mastery is to do it as fast and as often as possible and learn your way to success".

What things are YOU planning/waiting on today?

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!

Let It Go!

As we rush/stagger/grind/step towards the end of the year, many of us reflect on what was and what may be. While I encourage this (not just once a year, but every quarter/month/week - as best you can), it seems that "resolutions" - regardless of when they occur, rarely last. On average, only 15% of those who make New Year's resolutions keep them for at least 30 days. What a shame!

Part of the problem most have with adopting new behaviors is that they are still embedded in the rut of old habits (muscle memory and/or mental hang-ups.) Here's the key that all successful professionals know: Before you can successfully follow a new path, you have to stop walking the old, less-effective path. In other words: what keeps us from adopting effective new habits is INeffective old habits.

Japanese culture has some interesting rituals for the transition between one year and the next. For example, many hold "ending of the year parties" (called "bounenkai" - or "forget the year"), where they ceremoniously cut ties with anything holding them back from growing/improving for the upcoming year. Another tradition is called "osoji", where everyone deep cleans their homes, offices, and schools to literally begin the new year with a "clean slate". While I don't follow these practices, I do appreciate the acknowledging of how we must create closure for one chapter before we can successfully begin a new chapter.

So, as you begin making plans for your next chapter, please consider what you need to STOP doing - or let go of - BEFOREHAND. Once you've confronted that detrimental anchor, then and only then will you be free to sail forward towards whatever exciting new adventure you have in your heart.

One final word of encouragement: If you're not living the life of your dreams, then why not? When are you planning to live your unique purpose? No matter where you are today, the very best time to begin is NOW. Don't wait another day. No more settling. Take the first few steps and you will begin to see an amazing shift in momentum toward the lifestyle you've always wanted.

You will never regret it, I promise. I can guarantee you the inevitable: you'll regret not starting sooner if you wait.

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

Cutting Through The Fog Of The Unknown

Coming to the end of one year and the beginning of another brings to mind "the future". Most of us do some sort of business forecasting (even if it is informal) to determine how we want to position ourselves to be as successful as possible in the coming year.

Forecasting your future is complicated by the many unknowns - after all, the future hasn't happened yet. However, being brutally honest about your current reality can serve as a good launching point for the near-term future. Here are a few "behind-the-scenes" questions we explored at Disney that you may want to consider:

• What's really happening in the world? What trends/needs are becoming obvious and likely to be long versus short term?
• What different/better offerings are missing that your target market values?
• What are your (potential?) capabilities that could service/take advantage of those trends?
• Do you have the team and knowledge in place that can service those developing trends/needs?
• Do you have or can you find the resources to service those developing trends/needs?
• Are you willing to make the effort to position yourself and execute the actions required?

Connect these dots and you will begin to clear the fog (and thus the fear) of the unknown. Rather than only doing this once a year, consider doing this every 3 months - or even more often, if your work dynamics call for it. The more you attend to the reality of your situation, the easier it is to influence it.

Having the discipline to make time beforehand to strategically explore these issues and then the assertive drive to execute your plan will determine your results. Don't wait until New Years to make the traditional "resolutions". The only way to get a jump on your competition is to start before they do.

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!

Sowing (and Reaping) O.A.T.S.

Ahhh...the beginning of a new week. Always seems to be both a wide-open seven days of possibility and, at the same time, not enough time to complete the ever-growing list of "things I've got to do". While planning for the week may seem intimidating, it becomes MUCH easier when you have a system to follow. One such approach is the OATS formula:

O: Objectives - First identify what your goals are. What results do you want to achieve by the end of the week. Write them down and rank each one.

A: Activities - For each goal, write down what you need to actually do (think behaviors) to bring each objective to fruition. This is the "Who" part of the formula.

T: Time - The "When" part of the formula is not only establishing a deadline, but also estimating how much time each goal/action will require. I try to add an extra buffer to allow for unexpected developments. If the unexpected development is that nothing unexpected came up, then my unexpected development is that I have extra time to accomplish new adventures!

S: Schedule - Once you have the previous details in place, you can place them appropriately in your calendar. Take into consideration when you do your best work (we all have different preferences/bio-rhythms, etc.) One tough obstacle is that few people place as high a value on time commitments to themselves as they do to commitments made to others. Make yourself and your plans a priority!

Simple and to the point. Try it out and see if this works for you. If you sow your OATS now, you'll be reaping that investment into you (and your life plans) soon!

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