Just wrapping up the next phase of who-knows-how-many-phases-it-will-take conference calls with my publisher exploring the many steps of the process in getting a book actually published. Seems vaguely familiar to most transformation efforts I've led over the years.
At first, you walk into the brand new (to you) situation and get hit with a tidal wave of new information. Despite years of wide-ranging experience, it's not what you know that causes potential problems. It's that you don't know what you don't know.
Of course, knowing that gives you an advantage.
The key to success is to explore what is, at that moment, hidden to you. Data. Information. Relationships. Opinions. Perspectives. Blind spots. Misunderstandings. Assumptions. Hidden agendas. Ego. Fears. Untapped potential. Hope. Courage. Heroism.
There are always clues - and solutions - hidden inside the organization. The secret is rooting it out. To do this, you need to actively go to where the answer hide. Almost always where the employees and customers meet.There are two rules when exploring these uncharted territories: 1. Follow the money (the measurement of value), 2. Follow the time (the measurement of priority) and 3. Follow the customer (external and internal - employee) experience (the measurement of relevance).
Secrets never are discovered in an office - only out where real life happens.
So, my goal for learning this publishing process is to, at every step, keep my ears and eyes open to everything that is happening. Ask questions and listen/learn. Expect to be surprised - and to uncover unknown challenges. Keep the big picture in mind, and have the courage and tenacity to keep climbing that mountain.
Eventually, the view gets clearer...and the air gets cleaner......and the goal is achieved.
What challenge are you facing right now? Are you really following the clues or your predetermined expectations?
Think about it. But more importantly, do something about it...today!
Friday, November 20, 2009
Wednesday, October 28, 2009
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!
“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!
Monday, October 12, 2009
Who's YOUR Most Loyal Customer?
I just returned form delivering the Pre-Conference workshop for the Society for Human Resource Management's Strategy Conference in Phoenix. We visited several world-class operations - including the Westin (one of the upscale Starwood hotel brands), Cold Stone Creamery (making ice cream buying a real experience) and the famed Mayo Clinic.
During the visit to the Mayo, several professionals spoke to my group revealing the best practices that have created the Mayo reputation/brand. The Chief Human Resource Officer, the Human Resource Manager, and the Operations Manager all shared amazing information that, according to the attendees, was extremely helpful from an operational standpoint. The interaction that made the most memorable impact was when a "customer" volunteered to share his experience with the group.
This patient just happened to overhear that our group was going to be there and offered to recount how he was treated during his liver transplant...just 5 WEEKS EARLIER. He went on about how the clinical aspects were over his head, but every Mayo employee he worked with took the time to, not only educate him so he could make the best choices - or execute his multiple procedures and surgery impeccably, but that they interacted with him in a way that made him know they CARED.
Tragic that experiencing the "care" in "health care" is so rare these days.
This "customer" went out of his way to prepare, drive out, and stand in front of a group of strangers to brag about an organization he is loyal to.
Impressive. That spoke volumes to everyone in the room. Passionate customers who are justifiably loyal usually have that affect.
Mayo earns that loyalty - and reaps the benefits as well.
The question is: Who is/are YOUR most loyal customers? Are they sacrificing to be an advocate for YOUR company? Have you EARNED that commitment?
Think about it - but more importantly, do something about it...today!
During the visit to the Mayo, several professionals spoke to my group revealing the best practices that have created the Mayo reputation/brand. The Chief Human Resource Officer, the Human Resource Manager, and the Operations Manager all shared amazing information that, according to the attendees, was extremely helpful from an operational standpoint. The interaction that made the most memorable impact was when a "customer" volunteered to share his experience with the group.
This patient just happened to overhear that our group was going to be there and offered to recount how he was treated during his liver transplant...just 5 WEEKS EARLIER. He went on about how the clinical aspects were over his head, but every Mayo employee he worked with took the time to, not only educate him so he could make the best choices - or execute his multiple procedures and surgery impeccably, but that they interacted with him in a way that made him know they CARED.
Tragic that experiencing the "care" in "health care" is so rare these days.
This "customer" went out of his way to prepare, drive out, and stand in front of a group of strangers to brag about an organization he is loyal to.
Impressive. That spoke volumes to everyone in the room. Passionate customers who are justifiably loyal usually have that affect.
Mayo earns that loyalty - and reaps the benefits as well.
The question is: Who is/are YOUR most loyal customers? Are they sacrificing to be an advocate for YOUR company? Have you EARNED that commitment?
Think about it - but more importantly, do something about it...today!
Sunday, September 20, 2009
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!
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!
Monday, August 24, 2009
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!
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!
Tuesday, August 18, 2009
Pixie Rust
Disney is known for it's attention to detail. Always making sure every aspect of the Guest experience adds value, rather than undermines value.
In other words: Making sure everything is "show ready" for your guests creates Pixie Dust...if not, you risk having Pixie Rust.
The only way we can fend off the decay of every day wear and tear is to be vigilant on maintenance. Not just with our equipment and other "things" resources, but also with the most important resources we have - our human resources.
I often hear people ask about how Disney (and other like-minded "legendary" companies) achieve consistent excellence. Well, it doesn't come by accident. They do the hard and disciplined WORK of maintaining what matters.
That includes their people. Training every day (informally, in addition to the formal kind) accomplishes several things:
1. it keeps everyone's attention on what matters
2. it keeps everyone's skill level high
3. it builds a culture of discipline and excellence
4. it positions the entire team for success - in any circumstances
Talk about return on investment. The results speak for themselves at every world-class organization.
Funny how the wanna-be's complain that they can't seem to get those kinds of results, when all they need to do is execute on the right things consistently every day. Continuous improvement can help ANYone turn Pixie Rust into Pixie Dust.
Think about it. But more importantly, do something about it...today!
In other words: Making sure everything is "show ready" for your guests creates Pixie Dust...if not, you risk having Pixie Rust.
The only way we can fend off the decay of every day wear and tear is to be vigilant on maintenance. Not just with our equipment and other "things" resources, but also with the most important resources we have - our human resources.
I often hear people ask about how Disney (and other like-minded "legendary" companies) achieve consistent excellence. Well, it doesn't come by accident. They do the hard and disciplined WORK of maintaining what matters.
That includes their people. Training every day (informally, in addition to the formal kind) accomplishes several things:
1. it keeps everyone's attention on what matters
2. it keeps everyone's skill level high
3. it builds a culture of discipline and excellence
4. it positions the entire team for success - in any circumstances
Talk about return on investment. The results speak for themselves at every world-class organization.
Funny how the wanna-be's complain that they can't seem to get those kinds of results, when all they need to do is execute on the right things consistently every day. Continuous improvement can help ANYone turn Pixie Rust into Pixie Dust.
Think about it. But more importantly, do something about it...today!
Friday, July 31, 2009
Formula for Business Success: Follow and Improve
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!
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!
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