Okay, it's a new year and we all want to have a new/better life. BlahBlahBlah... Let's cut to the chase: What do the most successful people do to consistently achieve their goals - even in difficult times?
No, they aren't superhuman and they do not have better resources/opportunities (at least before they started realizing their goals), they just do what ordinary people will not: THEY STOP SETTLING!
The most successful leaders/organizations simply don't settle for anything less than excellent. They make a real commitment (not just some temporary "resolution") and take real action - not settle for merely talking about action items or plans to act. Every success began with a single step - a call, an email, a conversation with someone or connection with something that could help exceed typical results and get extraordinary results.
A true breakthrough starts with a real investment of yourself to connect with proven approaches to success - not some lame "law of attraction" psycho-babble. "Wishing" is not a legitimate business strategy.
Contrary to common belief, the first step is NOT being aware that you want to be better. Awareness (and "wishing") doesn't count - we all want to improve. The real first step is doing something - taking physical action!
Identify someone who has earned success and physically contact them - ask them how they did it. Don't settle for just telling people about your plans - show them by doing.
So...stop reading right now and start doing...right now!
Oh, and have a Happy New Year too. (and by "Happy", I mean "kick-ss successful")
Think about it...but more importantly, act on it...today!
Saturday, January 3, 2009
Sunday, December 14, 2008
What It Takes To Survive In Crisis Situations
It's hard not to notice the scores of businesses failing right now. Many claim that they are the "victims" of this nasty economic crisis. The hard truth is, they are only the victims of how they dealt with the circumstances. Let's really look at the facts:
Why won't all businesses in their industry fail? After all, they're dealing with the same circumstances. Actually, there's a simple answer:
There are two primary aspects of our operational abilities: Preparedness (Training; Having processes in place; etc.) and Resources (Money; Physical assets; People; etc.) Here's the secret that true world-class businesses have discovered: Your current status regarding these two issues are based on how you think!
This is NOT some "name it, claim it/ask the Universe for it" kind of garbage...uh, I mean, theory. When leaders think training is important, they invest in that and are better prepared. When they think innovative solutions best come from front line employees, they engage them in opportunities to adapt/improve results. You get the picture. Their actions begin with their thoughts and beliefs.
Because circumstances constantly change, the key is thinking in a way (focusing on proven, real-life solutions) that gets consistent, world-class results - even in difficult times.
It's too bad many professionals miss that truth. It means the difference between thriving and merely surviving...and sometimes (unfortunately) between surviving, and not.
Don't be that statistic. Even now, it's not too late to invest in the proven approach that will completely change your situation for the better. Really. Don't settle for less when you can tap into proven solutions that will lead you to achieving your potential.
Think about it...but more importantly, act on it...today!
Why won't all businesses in their industry fail? After all, they're dealing with the same circumstances. Actually, there's a simple answer:
There are two primary aspects of our operational abilities: Preparedness (Training; Having processes in place; etc.) and Resources (Money; Physical assets; People; etc.) Here's the secret that true world-class businesses have discovered: Your current status regarding these two issues are based on how you think!
This is NOT some "name it, claim it/ask the Universe for it" kind of garbage...uh, I mean, theory. When leaders think training is important, they invest in that and are better prepared. When they think innovative solutions best come from front line employees, they engage them in opportunities to adapt/improve results. You get the picture. Their actions begin with their thoughts and beliefs.
Because circumstances constantly change, the key is thinking in a way (focusing on proven, real-life solutions) that gets consistent, world-class results - even in difficult times.
It's too bad many professionals miss that truth. It means the difference between thriving and merely surviving...and sometimes (unfortunately) between surviving, and not.
Don't be that statistic. Even now, it's not too late to invest in the proven approach that will completely change your situation for the better. Really. Don't settle for less when you can tap into proven solutions that will lead you to achieving your potential.
Think about it...but more importantly, act on it...today!
Tuesday, December 2, 2008
Employee Engagement = Organizational Improvement
I just finished up a consulting project that centered on improving the client organization's business performance. In this particular situation, they had several problems: low customer loyalty (repeat/referral), inefficient processes, high turnover. The client expected some expensive and drawn-out intervention to fix it. If they had gone with a typical consultant, they likely would have been correct.
But they hired my team ("the anti-consultants") ...and they were thrilled to be wrong.
In this particular instance, well-placed effort on engaging their employees created a ripple effect that positively impacted everything else - especially in challenging times. It works like this:
Connect with (really engage/care for) the employee =
1. higher morale/teamwork/productivity (more ownership, buy-in, and passion)
2. more efficiencies (employees are the closest to the operations and know how to improve it)
3. higher satisfaction/loyalty (employees are closest to the customer and can create better relationships - which, coincidentally, have been modeled by leadership as part of the engagement effort.)
Isn't it wonderful to see a business achieve it's potential? They especially appreciate that these dramatic improvements are occurring while the economic environment is killing off the weak businesses, injuring the average businesses, and rewarding the businesses that invest wisely in developing their people.
It's never too late to improve...right up until the "death rattle".
What are YOU doing to engage your employees/save your business during this difficult time?
Think about it...but more importantly, act on it...today!
But they hired my team ("the anti-consultants") ...and they were thrilled to be wrong.
In this particular instance, well-placed effort on engaging their employees created a ripple effect that positively impacted everything else - especially in challenging times. It works like this:
Connect with (really engage/care for) the employee =
1. higher morale/teamwork/productivity (more ownership, buy-in, and passion)
2. more efficiencies (employees are the closest to the operations and know how to improve it)
3. higher satisfaction/loyalty (employees are closest to the customer and can create better relationships - which, coincidentally, have been modeled by leadership as part of the engagement effort.)
Isn't it wonderful to see a business achieve it's potential? They especially appreciate that these dramatic improvements are occurring while the economic environment is killing off the weak businesses, injuring the average businesses, and rewarding the businesses that invest wisely in developing their people.
It's never too late to improve...right up until the "death rattle".
What are YOU doing to engage your employees/save your business during this difficult time?
Think about it...but more importantly, act on it...today!
Sunday, November 23, 2008
Anti-Consultants Unite!
Can someone PLEASE come up with a new term for an ethical and skilled professional who is hired as a freelancer to provide expert opinion about how to genuinely improve a business operation and get legitimate results for the client?
Most consultants have made "consultant" a bad word. It really ticks me off to see what the plethora of inexperienced, unskilled, ignorant, and selfish out of work people who throw together a website and business cards have done to ruin an important and needed industry. It is pathetic and shameful!
The Small World Alliance team is currently working on a project and discovered that our client has hired a string of "consultants" previously, and each one bungled things so badly that the organization was in danger of going under. These "consultants" came in, dispensed poor advise, and then abandoned them while they struggled to implement the badly-designed plan.
Unfortunately, my team seems to find ourselves "cleaning up" after these corporate rejects fail to meet their lofty promises. Why doesn't someone invent some kind of corporate stun gun to jolt these "consultants" to their senses? I would pay dearly (and take a LOT of personal satisfaction) to start using it on these people.
Let's unite and begin to hold these people accountable. Spread the word about poor performance and broken promises! Let's all commit to due diligence before investing in someone to come in - make sure they have the background, experience, and the passion to deliver real results, especially in these difficult times!
And please, PLEASE...call me first (the "anti-consultant")...not AFTER these "consultants" have made things worse. You - and your entire organization - deserves better.
Think about it...but more importantly, act on it...today!
Most consultants have made "consultant" a bad word. It really ticks me off to see what the plethora of inexperienced, unskilled, ignorant, and selfish out of work people who throw together a website and business cards have done to ruin an important and needed industry. It is pathetic and shameful!
The Small World Alliance team is currently working on a project and discovered that our client has hired a string of "consultants" previously, and each one bungled things so badly that the organization was in danger of going under. These "consultants" came in, dispensed poor advise, and then abandoned them while they struggled to implement the badly-designed plan.
Unfortunately, my team seems to find ourselves "cleaning up" after these corporate rejects fail to meet their lofty promises. Why doesn't someone invent some kind of corporate stun gun to jolt these "consultants" to their senses? I would pay dearly (and take a LOT of personal satisfaction) to start using it on these people.
Let's unite and begin to hold these people accountable. Spread the word about poor performance and broken promises! Let's all commit to due diligence before investing in someone to come in - make sure they have the background, experience, and the passion to deliver real results, especially in these difficult times!
And please, PLEASE...call me first (the "anti-consultant")...not AFTER these "consultants" have made things worse. You - and your entire organization - deserves better.
Think about it...but more importantly, act on it...today!
Tuesday, November 11, 2008
NOT one of the gang...
Ah...the air travel process. Many complaints have been launched since 9/11 and the Transportation Security Agency (TSA) was launched. Critics accuse the people who work for the TSA to be morons, imbeciles, or idiots (do NOT get me going on these terms...) For my clients, I travel hundreds of thousands of air miles a year. Just yesterday, I returned from Europe and saw a distinct difference between the Holland/England security teams and the United States teams.
Upon arriving in the U.S., I passed through a group of six (yes, SIX) TSA workers positioned at the end of the X-Ray machine. No one acknowledged me as I repacked my laptop and gathered my luggage. They were far too busy talking among themselves and joking about some personal situation. I then noted what I believe to be the real problem when I realized that one of the six was actually their supervisor...and HE was participating in the crude joking.
All leaders are role models whether they like it or not. This particular leader was leading his team toward 1. ignoring the customer, 2. inappropriate communication, 3. inefficient execution of job/process/their purpose. What truly irritates travelers in these (unfortunately, common) situations is how none of them were adding value to the situation. It becomes obvious that the more important priority of this entire group of ON THE CLOCK workers was...their personal discussion - not the traveling public's need.
It appears that they are not stupid...they simply aren't aware or don't care enough in these circumstances. No accountability = no account OF ability. All led by their supervisor who was modeling the ineffective behavior.
Are you doing more/better within YOUR work team? What behaviors are YOU modeling?
Think about it...but more importantly, act on it...today!
Upon arriving in the U.S., I passed through a group of six (yes, SIX) TSA workers positioned at the end of the X-Ray machine. No one acknowledged me as I repacked my laptop and gathered my luggage. They were far too busy talking among themselves and joking about some personal situation. I then noted what I believe to be the real problem when I realized that one of the six was actually their supervisor...and HE was participating in the crude joking.
All leaders are role models whether they like it or not. This particular leader was leading his team toward 1. ignoring the customer, 2. inappropriate communication, 3. inefficient execution of job/process/their purpose. What truly irritates travelers in these (unfortunately, common) situations is how none of them were adding value to the situation. It becomes obvious that the more important priority of this entire group of ON THE CLOCK workers was...their personal discussion - not the traveling public's need.
It appears that they are not stupid...they simply aren't aware or don't care enough in these circumstances. No accountability = no account OF ability. All led by their supervisor who was modeling the ineffective behavior.
Are you doing more/better within YOUR work team? What behaviors are YOU modeling?
Think about it...but more importantly, act on it...today!
Sunday, October 19, 2008
"No Problem" Can Be A Problem
Yesterday, I had an interesting phone interaction with a front line retail employee. The day before I ordered some books online - all of which were listed as "in stock". I had received an email notification that some were not yet sent and I was concerned that they weren't going to arrive by the time I needed them.
After calling to follow up and rectify the situation, I thanked her for her efforts and she replied "No problem." Although I didn't say anything to her directly, I immediately thought: "Actually, the reason I called you was because there WAS a problem - and even if serving me was a problem, as the customer, I'd prefer to hear something akin to a Ritz-Carlton or Chick-fil-A response of "My pleasure". This would've taken my focus away from the problem (undermines loyalty) and focused it on the nature of our business interaction (relationships build loyalty.)
Details like these "throw-away comments" - especially when they are a first or last impression - either add to or take away from the customer-company relationship. And in these difficult times, no one can afford to carelessly undermine that relationship...especially when all it takes is a quick awareness/training effort to ensure all front line employees get it. If employees don't "get it" (understand), then the customer won't "get it" (a good experience), and in the end, the bottom line won't "get it" (financial benefit) either.
Think about it...but more importantly, act on it...today.
After calling to follow up and rectify the situation, I thanked her for her efforts and she replied "No problem." Although I didn't say anything to her directly, I immediately thought: "Actually, the reason I called you was because there WAS a problem - and even if serving me was a problem, as the customer, I'd prefer to hear something akin to a Ritz-Carlton or Chick-fil-A response of "My pleasure". This would've taken my focus away from the problem (undermines loyalty) and focused it on the nature of our business interaction (relationships build loyalty.)
Details like these "throw-away comments" - especially when they are a first or last impression - either add to or take away from the customer-company relationship. And in these difficult times, no one can afford to carelessly undermine that relationship...especially when all it takes is a quick awareness/training effort to ensure all front line employees get it. If employees don't "get it" (understand), then the customer won't "get it" (a good experience), and in the end, the bottom line won't "get it" (financial benefit) either.
Think about it...but more importantly, act on it...today.
Thursday, October 2, 2008
The Customer is NOT "Always Right"!
One common quote regurgitated frequently in training circles is the classic "The Customer is always right"! What moron came up with THAT lie? More importantly, what imbeciles keep repeating it?
Anyone who spends any kind of time in the real world knows that Customers are NOT always right. This attitude creates an unhealthy bi-polar situation: if the Customer is always right, and there's a disagreement (with the Employee), then who is wrong? The Employee! Not exactly an environment that anyone I know would want to work in. NO one is going to get excited to come to work every day so they can be wrong!
Like anyone else, Customers are people. People aren't perfect and they certainly aren't always right - but, as people, we ALL deserve respect. I like Disney's more enlightened opinion: "The Guest may not always be right, but they are always the Guest - and if they're wrong, they must be wrong with dignity!"
Imagine: a company rooted in fantasy operating in the real world. How refreshing!
Think about it...but more importantly, act on it...today!
Anyone who spends any kind of time in the real world knows that Customers are NOT always right. This attitude creates an unhealthy bi-polar situation: if the Customer is always right, and there's a disagreement (with the Employee), then who is wrong? The Employee! Not exactly an environment that anyone I know would want to work in. NO one is going to get excited to come to work every day so they can be wrong!
Like anyone else, Customers are people. People aren't perfect and they certainly aren't always right - but, as people, we ALL deserve respect. I like Disney's more enlightened opinion: "The Guest may not always be right, but they are always the Guest - and if they're wrong, they must be wrong with dignity!"
Imagine: a company rooted in fantasy operating in the real world. How refreshing!
Think about it...but more importantly, act on it...today!
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