Everyone seems to be "getting back to basics" - and, for one, I'm glad. As long as the basics include a sophisticated look at long-term success.
To that end, I've been pondering how to simplify a formula for success without getting too simplistic. So far, here's what I've come up with:
Follow your heart (your passion) +
Follow your customer (their passion) +
Improve your skills (your product/services) +
Improve your relationships (engagement with employees/customers)
To me, based on what I've experienced/seen at world-class organizations all over the world, the overlap of all those things seems to equal "Success". Interesting how best-in-class companies lead by following - and are the best because they constantly get better. Pretty simple.
Maybe if leaders would take time to really get clear on these issues, they could take action in a way that paid off with growth and profits. Having this kind of a discussion with your team and your customers will likely reveal some pretty valuable insights.
Just a thought when pondering your own success.
Think about it...but more importantly, act on it - today!
Friday, July 31, 2009
Monday, July 13, 2009
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!
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!
Tuesday, June 30, 2009
Making a REAL Hero
Lots in the news lately about the passing of several celebrities.
Unfortunately, these past few weeks have also seen the passing of several friends and colleagues of mine.
Over the past 30+ years, I've had the rare chance to work with scores of A-list (as well as B, C, and D-list) celebrities. Of course, during those years I have also worked with and spent time with numerous colleagues.
The swirl of comments from news folks as well as folks I know have included words like: "unspeakable loss" and "changed my life" and "my hero".
Maybe its because of all that "behind-the-scenes" time I spent with both groups - but I must say, when I think of words like "hero", I think of less superficial traits than simply being flashy, well-known or rich. I think of people who touch lives in a personal, meaningful, and lasting way. I think of people that share themselves in a way that changes someone else's life for the better. I think of people that are selfless, sacrificial, and focused on lifting someone else up - rather than themselves.
I haven't met too many "celebrities" that match that definition. They often are nothing more than sparkling packages that are empty inside.
However, I've been blessed to personally know several people that would meet the criteria of real heroes: Substance over style. Integrity over dishonesty. Real over fake. Truth over lies.
I am proud to say that I've known people who have lived these to their end...and really made a difference with their lives. They've led their lives in a way that led the way for others they personally touched.
I'm grateful for the opportunity to know them.
I'm grateful for the impact they had on my life and on the lives of others.
And I'm grateful for yet another reminder about what is really important in Life.
We seem to get signposts throughout our lives that put our life in perspective. We can review what we're currently doing and adjust our behaviors and direction for the better.
I hope you take THIS opportunity to test your priorities - and judge whether you are living the life that you are meant to live. Are you making the kind of difference you should be making? Are you leaving the legacy that you could be living?
People are counting on each of us to do the right thing at the right time in the right way for the right reason. We can be that person when we're needed most.
Yes...YOU can be that hero that makes THE difference. The REAL difference...not some empty illusion of heroism.
Think about it - but more importantly, do something about it...today!
Unfortunately, these past few weeks have also seen the passing of several friends and colleagues of mine.
Over the past 30+ years, I've had the rare chance to work with scores of A-list (as well as B, C, and D-list) celebrities. Of course, during those years I have also worked with and spent time with numerous colleagues.
The swirl of comments from news folks as well as folks I know have included words like: "unspeakable loss" and "changed my life" and "my hero".
Maybe its because of all that "behind-the-scenes" time I spent with both groups - but I must say, when I think of words like "hero", I think of less superficial traits than simply being flashy, well-known or rich. I think of people who touch lives in a personal, meaningful, and lasting way. I think of people that share themselves in a way that changes someone else's life for the better. I think of people that are selfless, sacrificial, and focused on lifting someone else up - rather than themselves.
I haven't met too many "celebrities" that match that definition. They often are nothing more than sparkling packages that are empty inside.
However, I've been blessed to personally know several people that would meet the criteria of real heroes: Substance over style. Integrity over dishonesty. Real over fake. Truth over lies.
I am proud to say that I've known people who have lived these to their end...and really made a difference with their lives. They've led their lives in a way that led the way for others they personally touched.
I'm grateful for the opportunity to know them.
I'm grateful for the impact they had on my life and on the lives of others.
And I'm grateful for yet another reminder about what is really important in Life.
We seem to get signposts throughout our lives that put our life in perspective. We can review what we're currently doing and adjust our behaviors and direction for the better.
I hope you take THIS opportunity to test your priorities - and judge whether you are living the life that you are meant to live. Are you making the kind of difference you should be making? Are you leaving the legacy that you could be living?
People are counting on each of us to do the right thing at the right time in the right way for the right reason. We can be that person when we're needed most.
Yes...YOU can be that hero that makes THE difference. The REAL difference...not some empty illusion of heroism.
Think about it - but more importantly, do something about it...today!
Thursday, June 11, 2009
Ready, Able, and...Willing?
Just got through following up with a client's "Action Team", who are responsible for initiating a company-wide improvement initiative. In the past, the organization has fallen victim to "Program of the Month" problems and they've been working hard at getting things ready to roll out.
Here's the rub: they are starting to experience "project creep" - where deadlines begin to be missed and things start taking longer than anticipated.
I hate "project creep". There's rarely a good excuse for it. Reasons, yes - but no excuse.
In confronting the status of their process, we explored numerous issues. It turns out that this initiative is so critical (they need results now and they can't afford to attempt this again) that they are clinging to the dreaded "analysis paralysis" - they continue to gather data and opinions and ANYthing that will hone their confidence.
Another way to look at this is that they are doing ANYthing to keep from having to actually execute the plan, followed by being held accountable for the results. The reality is that additional information will only take them insignificantly small steps closer to the elusive "absolute certainty".
This is a common problem - especially in difficult times. It's human nature to resist accountability - because we forget that being held accountable for great results is so incredibly wonderful!
Bottom line: the team realized that 1. they were actually ready to execute, 2. they were able to execute, 3. they were not, deep down WILLING to execute (because of their fears).
The good news is that we were able to get to common ground and they are moving forward again according to schedule. (Have I mentioned that I love coming in ahead of schedule, under budget, and better than expected?)
I have found that most delays occur because people are not willing to act. They lack the confidence that they are really ready/able. I encourage you to take that leap. You have all the tools you need to navigate whatever "hiccups" are bound to arise. (Hiccups occur no matter how much preparation is done beforehand. Starting before it's all "perfect" just allows you to actually realize it earlier/better.)
Think about it...but more importantly, act on it - today!
Here's the rub: they are starting to experience "project creep" - where deadlines begin to be missed and things start taking longer than anticipated.
I hate "project creep". There's rarely a good excuse for it. Reasons, yes - but no excuse.
In confronting the status of their process, we explored numerous issues. It turns out that this initiative is so critical (they need results now and they can't afford to attempt this again) that they are clinging to the dreaded "analysis paralysis" - they continue to gather data and opinions and ANYthing that will hone their confidence.
Another way to look at this is that they are doing ANYthing to keep from having to actually execute the plan, followed by being held accountable for the results. The reality is that additional information will only take them insignificantly small steps closer to the elusive "absolute certainty".
This is a common problem - especially in difficult times. It's human nature to resist accountability - because we forget that being held accountable for great results is so incredibly wonderful!
Bottom line: the team realized that 1. they were actually ready to execute, 2. they were able to execute, 3. they were not, deep down WILLING to execute (because of their fears).
The good news is that we were able to get to common ground and they are moving forward again according to schedule. (Have I mentioned that I love coming in ahead of schedule, under budget, and better than expected?)
I have found that most delays occur because people are not willing to act. They lack the confidence that they are really ready/able. I encourage you to take that leap. You have all the tools you need to navigate whatever "hiccups" are bound to arise. (Hiccups occur no matter how much preparation is done beforehand. Starting before it's all "perfect" just allows you to actually realize it earlier/better.)
Think about it...but more importantly, act on it - today!
Sunday, May 31, 2009
"Poor" Service...That I Loved!
Just returned from a business trip in Curacao, an island just north of Venezuela (yep, business!) I had taken a taxi/bus into the downtown area (they essentially pick up people as they pass them along a particular route) to videotape some vlog entries, and was returning back to the resort where I was staying.
As I entered the taxi/bus, the driver asked me in (very) broken English if I had been to Curacao before and whether or not I was in a hurry (I was obviously not a local). I said (in irreparably broken Spanish) yes - many years ago - and not really. This was not surprising, as anyone who has been to a Caribbean island understands the "island time", go-with-the-flow mentality - which I personally appreciate as part of enjoying their culture.
This is where the story gets interesting.
Rather than traveling the typical direct route from the town center to my resort, she deviated wildly. Among her SIDE trips - waaay off the route:
picked up her daughter from school
picked up her sister from the grocery store
picked up her son from school
dropped off her sister at her house
stopped at a gas station to say "hi" to a friend (30 seconds)
picked up a family member
All the while, the driver would comment to me about different things she was driving by. After the above-listed stops (45 minutes into what should be a 10 minute trip), I started to wonder if I had miscommunicated my destination...and then it hit me:
I didn't care.
I was loving the exclusive experience that I was having. I was enjoying seeing things that are very much "off the radar" for anyone visiting the island, and soaking in the real culture of these people - my primary passion when it comes to travel.
What some would consider "bad" service" was actually one of the highlights of my visit there.
Interestingly, about the time I was wondering about what was going on, I unconsciously glanced at my watch and she immediately proceeded to drive directly to my resort. Her keen attention to my non-verbals (and broken "verbals") allowed her to gauge my enjoyment of the experience in real time, and adapt accordingly.
She only asked for the standard rate for the original trip (just US$2.00) and I more than doubled it for (an unheard of) tip.
I think if we all could gain quite a bit by following her example. Focusing on customizing every experience will always set you apart from the competition - and pay off nicely.
Next time I'm in Curacao, you can bet I'll be looking for this taxi driver again!
Think about it...but more importantly, do something about it - today!
As I entered the taxi/bus, the driver asked me in (very) broken English if I had been to Curacao before and whether or not I was in a hurry (I was obviously not a local). I said (in irreparably broken Spanish) yes - many years ago - and not really. This was not surprising, as anyone who has been to a Caribbean island understands the "island time", go-with-the-flow mentality - which I personally appreciate as part of enjoying their culture.
This is where the story gets interesting.
Rather than traveling the typical direct route from the town center to my resort, she deviated wildly. Among her SIDE trips - waaay off the route:
picked up her daughter from school
picked up her sister from the grocery store
picked up her son from school
dropped off her sister at her house
stopped at a gas station to say "hi" to a friend (30 seconds)
picked up a family member
All the while, the driver would comment to me about different things she was driving by. After the above-listed stops (45 minutes into what should be a 10 minute trip), I started to wonder if I had miscommunicated my destination...and then it hit me:
I didn't care.
I was loving the exclusive experience that I was having. I was enjoying seeing things that are very much "off the radar" for anyone visiting the island, and soaking in the real culture of these people - my primary passion when it comes to travel.
What some would consider "bad" service" was actually one of the highlights of my visit there.
Interestingly, about the time I was wondering about what was going on, I unconsciously glanced at my watch and she immediately proceeded to drive directly to my resort. Her keen attention to my non-verbals (and broken "verbals") allowed her to gauge my enjoyment of the experience in real time, and adapt accordingly.
She only asked for the standard rate for the original trip (just US$2.00) and I more than doubled it for (an unheard of) tip.
I think if we all could gain quite a bit by following her example. Focusing on customizing every experience will always set you apart from the competition - and pay off nicely.
Next time I'm in Curacao, you can bet I'll be looking for this taxi driver again!
Think about it...but more importantly, do something about it - today!
Monday, May 11, 2009
Important Or Imperitive?
Ultimately, running/growing a business is all about making decisions. I believe the real problems are created because people fail to adequately prioritize.
Nearly all companies have espoused Standards or Values. The problem occurs when a decision needs to be made, the team reviews the Standards - which are all of equal importance - and begin the ever-familiar process of arguing which is the best route to take to solve the problem.
At issue is having numerous important Standards actually gets in the way of effectively and efficiently resolving the situation. When all the Standards are equally important, then the entire operation can come to a standstill - only becoming "unstuck" when someone has superior political weight (authoritative position or influence) to push a decision through the process.
This could all be avoided if the Standards were prioritized. If every company created a "forced choice" of their Standards/operational guidelines and ranked them according to what was the most important (then second most important, etc.) from the CUSTOMERS' perspective, you could actually use it as a tool. Once identified, they only need to be defined, communicated to everyone in the company, and reinforced/measured (accountability).
Once this is done, I've seen numerous companies see immediate improvement on, not only the decisions that teams were making, but also the alignment of employees behaviors with the corporate culture. When the building blocks of the business is organized, there is less agonizing in the operation.
Think about it...but more importantly, act on it...today!
Nearly all companies have espoused Standards or Values. The problem occurs when a decision needs to be made, the team reviews the Standards - which are all of equal importance - and begin the ever-familiar process of arguing which is the best route to take to solve the problem.
At issue is having numerous important Standards actually gets in the way of effectively and efficiently resolving the situation. When all the Standards are equally important, then the entire operation can come to a standstill - only becoming "unstuck" when someone has superior political weight (authoritative position or influence) to push a decision through the process.
This could all be avoided if the Standards were prioritized. If every company created a "forced choice" of their Standards/operational guidelines and ranked them according to what was the most important (then second most important, etc.) from the CUSTOMERS' perspective, you could actually use it as a tool. Once identified, they only need to be defined, communicated to everyone in the company, and reinforced/measured (accountability).
Once this is done, I've seen numerous companies see immediate improvement on, not only the decisions that teams were making, but also the alignment of employees behaviors with the corporate culture. When the building blocks of the business is organized, there is less agonizing in the operation.
Think about it...but more importantly, act on it...today!
Sunday, May 3, 2009
Sick of "Woulda, Shoulda, Coulda"?
Let's set some things on the table:
Yes, the economy is horrible.
Yes, the resources are more scarce.
Yes, the customer is demanding more for less.
Yes, the competition is hungrier.
Yes, yes, yes...I get all that too. What's real is real. I have no problem accepting the truth and dealing with reality - in fact, I'm about as pragmatic as they come.
What I do have a problem with is the attitude of "there's nothing we can do" or "we just have to wait it out".
The people who mistakenly take this position are usually the ones that are frozen in fear - thinking that they only have to continue "business as usual" until things stabilize and then they will pick up where they left off in their business dealings. They are also the people who expect that their industry/competition/customers will go back to the way things were.
They are so very wrong.
Yes, the economy moves up and down in somewhat predictable cycles. That will never change. However, another predictable thing that doesn't change is the cycles of changes in business dynamics and social expectations.
Does anyone think that their competition is really standing still? Does anyone really expect customers to settle for less than value for their dollar?
People expect more now. Customers and employees are rethinking their decisions. Those businesses that deliver - in time to capture these seeking customers/employees - will succeed. Those who do not, will slowly fade away. The irony is: they will wonder what happened and somehow blame the economy or some external force - rather than their lack of willingness to act on those critical behaviors that would make a difference.
If a company wasn't delivering before and are suffering now because of that, why continue "business as usual"? That is a sure path to destruction! The companies that were consistently delivering quality and service (value) are still doing fine as long as they are adapting to their changing customers priorities. Unless organizations 1. identify their shortcomings, 2. identify plans/tools that will fix those shortcomings, and 3. take action (now!) to execute those ideas, then it all will become empty talk.
Results never come from talk - they only come from action.
Think about it...but more importantly, act on it...today!
Yes, the economy is horrible.
Yes, the resources are more scarce.
Yes, the customer is demanding more for less.
Yes, the competition is hungrier.
Yes, yes, yes...I get all that too. What's real is real. I have no problem accepting the truth and dealing with reality - in fact, I'm about as pragmatic as they come.
What I do have a problem with is the attitude of "there's nothing we can do" or "we just have to wait it out".
The people who mistakenly take this position are usually the ones that are frozen in fear - thinking that they only have to continue "business as usual" until things stabilize and then they will pick up where they left off in their business dealings. They are also the people who expect that their industry/competition/customers will go back to the way things were.
They are so very wrong.
Yes, the economy moves up and down in somewhat predictable cycles. That will never change. However, another predictable thing that doesn't change is the cycles of changes in business dynamics and social expectations.
Does anyone think that their competition is really standing still? Does anyone really expect customers to settle for less than value for their dollar?
People expect more now. Customers and employees are rethinking their decisions. Those businesses that deliver - in time to capture these seeking customers/employees - will succeed. Those who do not, will slowly fade away. The irony is: they will wonder what happened and somehow blame the economy or some external force - rather than their lack of willingness to act on those critical behaviors that would make a difference.
If a company wasn't delivering before and are suffering now because of that, why continue "business as usual"? That is a sure path to destruction! The companies that were consistently delivering quality and service (value) are still doing fine as long as they are adapting to their changing customers priorities. Unless organizations 1. identify their shortcomings, 2. identify plans/tools that will fix those shortcomings, and 3. take action (now!) to execute those ideas, then it all will become empty talk.
Results never come from talk - they only come from action.
Think about it...but more importantly, act on it...today!
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