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!

Agile or Fragile?

The rate of change has increased dramatically over the past years.  Every day, it seems that another professional becomes the victim of being too-inflexible - and, therefore, becomes obsolete. 

People who don't actively stretch their ability to adapt and deal with ambiguity become fragile and break under the constant pressure of change.  The only way to thrive (not just survive) is to be agile enough to successfully negotiate the twists and turns that Life throws at you.
So, how can you accomplish this?

The most successful people have an interesting habit: They keep their "change muscles" flexible by purposefully attempting different things on a daily basis.

It can be as simple as driving a different way to work every so often.  Or going to a bookstore (or online) and reading a magazine/article on a topic you normally wouldn't ever choose to read.  This keeps your mind practiced in the way of absorbing and "filing" new/different information on a regular basis.

Or, take it to the next level by engaging a colleague/friend in a action-based "adventure" of something neither one of you have done before.  Take turns planning the "surprise" and benefit from adjusting on the fly.  Interact with people from a different culture.  Primarily use your non-dominant hand for a day.  Tackle an experience on your bucket list.  Whatever it is, challenge each other by testing your comfort zones and expanding your perspective on a myriad of topics/experiences you deem important.

The important thing when you "do new" is to keep it fun.  Make the challenge of CHANGE your new comfort zone!

And you'll never be fragile - or as vulnerable - again.

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!

Are You More-dinary?

In an effort to be more competitive, some people make the mistake of trying to simply provide more of the product/service they (and their competitors) deliver. Lazy thinking that is a big mistake. Merely providing more is related to manipulating the price. In the end, you make your offerings a commodity - a path that only drags down profits... and, ultimately your business.

This just makes you "more-dinary". Boring AND unhealthy. The cure? Constantly strive to be different and better. That ALWAYS differentiates you from the competition - often allowing you to charge a premium (making you interesting to your customers AND resulting in a healthy bottom line! What a bonus!)

Discover the deeper reason your customers desire your industry's product/service, assess what/how you and your competition is delivering those things, and then focus on what you can do to be different and better in the minds/hearts of your customers. Then execute soon and well. Repeat. Often.

The competition will always try to copy success. Your job is to 1. Stay engaged with your customers - both external and internal (employees), and 2. keep becoming different and better. To stay relevant and thrive in your business - no matter what it is - ANYthing is better than settling for "more-dinary". Instead, choose to be extraordinary!

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

Get Alive

Do you want a business/relationship that is alive? (Of course, who doesn't!) Bringing life to your Life doesn't have to be as difficult as it often seems. Like when I was at Disney, the first step is to recognize the few things that make the difference between just existing and really living:

1. All life is GROWN. To breathe LIFE into your life (or relationship or business, etc.) you have to treat it like any other dynamic, living thing. For example, think of a plant - if you want the plant to thrive (rather than simply survive), you must nurture it. Same as anything else. How is that best done? By implementing the other two aspects:

2. Be aware of what that unique plant (your business, career, your Life, relationship, etc.) requires to thrive. Pay attention to it. Invest time and energy into learning about all important aspects of it. Examine and understand what strengthens it and what weakens it. Then...

3. Care enough to do something about it. Make it a priority. Spent time/energy/resources to consistently see that it's needs are exceeded (in a healthy way) in order for it to GROW more alive.

Sometimes, Life can get so hectic that it gets easy to neglect things (dreams, goals, people, ourselves) that we value. The natural consequences of that action (or lack of action) is the same as neglecting a plant. It WILL start to weaken, whither, then die. The question is: what is YOUR priority? You can always tell a person's TRUE priorities by where they choose to spend their time, effort, and money. Where are you spending yours? If not where you want, start growing again - now - before it is too late.

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

Are You Free Or Fantastic?

Have you noticed that, these days, your customers are more demanding? The recent economic challenges have caused us all to be more thoughtful and demanding when it comes to spending our hard-earned dollars. How do you compete when, more and more, people expect something for nothing?

As wonderful as the Internet can be, it is also the source of easy access to the lowest price option. In fact, "the low, low price of FREE" is becoming a common goal in the race towards commoditization. Bottom line: When there's nothing special/different/better about your product or service, why should anyone pay more for it than the cheapest source?

The only time it makes good business sense to offer something for free (or even at no profit) is if there is strategic value. Either 1. To entice your customer so they do business with you and you can sell them more items where you make your (ultimate) profit; or 2. to use it as a tool to gain exposure/awareness for future sales.

Otherwise, the "strategy of free" is, ultimately, a default strategy for going out of business.

The only other strategy is to be "fantastic". Designing your product or service so customers experience a "WOW" means you can charge (and they will pay) a premium. (At Disney, we used to call this "pixie dust" - you can do it too!) Not only do you get a buzz of publicity (happy customers tell everybody!), but you earn profit that actually keeps your business in business.

Wouldn't you prefer that scenario?

What does the "strategy of fantastic" require? Simply adding value at every touch point of your customer's experience. Exceed their expectation (by being different/better) every step of the way and they will come back - AND tell all their friends/family to do business with you too!

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

What Vision Tool Lacks True Vision?

I've been noticing a disturbing trend. It involves people focusing themselves on their future.

Now, I'm all for people being strategic about where they want to go. I'm a huge advocate, in fact. My problem is the way some folks are going about this very important task.

They're creating "Vision Boards".

I'm not even really against Vision Boards (where people cut out and post pictures that represent their vision for their best future as a form of daily inspiration/reminder.) I just have an issue with the way a lot of people (most?) are doing them...because they are severely missing the point and undermining themselves.

Most people cut out photos of homes, cars, vacation spots, jewelry, expensive clothes, etc. - in other words "things". Of course, owning things is not, in and of itself, a bad thing. It's just that "things" are an outcome of being successful - NOT success. Trust me. Having all the "toys" is nice, but despite enjoying them, it is not what makes you successful or happy. Once you get the "things" - what next?

It is much more helpful to develop a Vision that reflects a more noble (unchanging) goal: who you want to BE. The difference you want to make. The impact you'll have on people's lives. Not as easy to find magazine photos of these things, but they are the real, deep-seeded driver that inspires/motivated your efforts in the long run.

Success is really about others. Things are usually about self.

Ironically, your "self" benefits most when you benefit others best.

So, what's your "True North"? Is it compelling you to grow and improve today? Are you moving in the right direction?

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

I Believe Too!

Just came across a wonderful quote by John D. Rockefeller that covers volumes in one paragraph. Definitely worth reading - and re-reading - to get the full value. I hope you enjoy it as much as I did (and continue to)...

“I believe in the supreme will of the individual and in his right to life, liberty and the pursuit of happiness. I believe that every right implies a responsibility, every opportunity, an obligation; every possession a duty. I believe that the law was made for man and not man for the law; that government is the servant of the people and not their master. I believe in the dignity of labor, whether with head or hand; that the world owes no man a living but it owes every man an opportunity to make a living. I believe that thrift is essential to well-ordered living and that economy is a prime request of a sound financial structure, whether in government, business or personal affairs. I believe in the sacredness of a promise, that a man's word should be as good as his bond; that character-not wealth or power or position- is of supreme worth. I believe that the rendering of useful service is the common duty of mankind and that only in the purifying fire of sacrifice is the dross (waste matter) of selfishness consumed and the greatness of the human soul set free. I believe in all-wise-and all-loving God, named by whatever name, and that the individual’s highest fulfillment, greatest happiness, and widest usefulness are to be found in living in harmony with His will. I believe that love is the greatest thing in the world; that it alone can overcome hate; that right can and will triumph over might.”

Every sentence = pretty deep stuff. The question now is "What do YOU believe"? and "Are you living your life in way that reflects that?"

And, most important, "If not, why"?

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

Timeless Growth Secrets

I had an interesting conversation today with the owner of a prominent orange grove here in Florida. During our conversation, he mentioned that he had grown up with plants - first, at a plant nursery, then at a fruit grove, before establishing a national produce corporation.

He mentioned that, especially in this time of economic difficulty, he has found that there are timeless truths to growing - whether it be a plant or a business.

"When the environment is challenging, you find that people's reaction to the challenge is what determines the health or the plant and/or the business. You can save a lot of money in the short term by not watering/fertilizing a plant when times are tough, but the natural consequences are almost always that it costs more to nurse it back to health. In fruit trees you can easily lose an entire season of fruit production - or even lose the tree altogether. The best long-term growth approach is to stay focused on the health of the plant/people/relationships. That is really the only way to ensure a healthy rebound when things get better."

These days, we should all rethink "growth" to not just include "getting bigger", but to be about growing our profit margins. Investing in our employees and helping them to better engage both customers and business improvements, we can grow in every way that matters - and naturally leads to survival...and success!

Isn't it interesting how nature can lead the way to success in our professional lives?

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

Thriving in Tough Times

I've noticed something about tough times and the organizations that thrive in the midst of them. Maybe you've noticed too...

It seems that there's an interesting pattern: the corporate environment goes screwy (bad economy, social upheaval, tech revolution, etc.) and when the dust settles, some company has risen dramatically. Ever notice why?

What consistently happens is that a leader/organization will use the window of uncertainty (when most are simply standing around watching the dust flying and focusing on staying "safe") to aggressively focus on improving their fundamentals and begin developing a game-changing strategy to capitalize when everything settles.

When the circumstances in your industry start to get crazy, that is the best time to invest in creating "an unfair competitive edge".

Think about it...but more importantly, act upon it...today.