Some Complaints Show You're On Course

Complaints are a common occurrence in business - and in Life.  Too often, however, we make the mistake of compromising our actions because of the opinions of others.  Someone gets upset and starts whining about what you are doing (or not doing)...at what point do you "cave in" and go along with their request?

There are two considerations when making this decision:  1. Does the "complainer" have your best interest at heart? and 2. You, and only you, are in control of your decisions/actions.

First, there is a group of people that you "serve" - whether customers, employees, or friends/acquaintances.  When dealing with this group, ask yourself whether or not their agenda is for YOUR (or your company's) mutual well-being.  If not, disregard them - and anything else that doesn't directly serve you or your mission.  The reason they are complaining is for THEIR benefit, not yours.  If they care more about themselves than your sustainable good health, then they are a "cancer" (an organism that sucks life out of you and causes damage as a result), so remove them - or, at least, marginalize their contact with you.  You will have a far better future without them.

In the same way, you'll hear your competition howl about how they don't like something you are doing.  Unless the complaint is about something genuinely unethical or illegal, the hidden reason for their complaint is that your action is hurting their business.  Good!  (Remember: They are motivated by you losing!)  Upset "enemies" are not a problem - leading your organization by what pacifies your competition is a BIG problem!  If you are upsetting your competition it is an indicator that you are doing something that is improving your business and/or industry - and distancing yourself from their attempts to take market share from you!

Secondly, don't make the mistake of thinking others control your decisions.  Yes, they may have influence, but only YOU dictate the rules of engagement!  If you find yourself consistently doing things that are unhealthy to you, then YOU are the one responsible for making the unhealthy decision.  Catering to the whims of others and allowing those who don't care enough about you to have your best interest at heart is a sure-fire path to pain, suffering, and regret. 

So view complaints differently.  They are simply information and not always bad.  In fact, they may actually show you that you are doing something right!

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

It's Showtime...At The Oil Change Garage?!

Have you ever gone someplace and had an experience that was so unexpectedly enjoyable, you couldn't wait to tell people about it?

That's exactly the kind of response you want consistently from your customers.

What is required to create this kind of experience?  Exceed expectations with pleasant surprises.

I just had such an experience at, of all places, an oil change garage! 

So, what is the typical expectation when getting your oil changed at a garage?  That oily/dirty garage workers drain the old oil and fill new oil into your car correctly for a fair price. That they are competent and efficient.  Pretty simple, right?

I just bought a used car and wanted to get the fluids changed.  I decided to go to the same place noted by the previous oil change sticker in the window.  I had never been to a Valvoline Express Care station, but thought they might be able to provide some additional insight about the maintenance history of my car.

When I arrived, I had the typical expectations.  However, they were radically exceeded from the moment I drove into the parking lot.  Here's what my experience was like: 

An attendant walked out to warmly greet me as I began to park in a parking space - urging me to pull directly into the repair bay.  He and the rest of the team were dressed in a clean/professional uniform.  He guided me into the bay and they began a non-stop banter and flow of information.  It was more like Seattle's Pike Street Fish Market (Google it) than any auto garage I've ever seen.  Shouts of "Showtime, Bay Three!", "Electric a go!", "Thank you, sir!" reverberated across the garage as four separate specialists rushed around conducting a full diagnostic of lights/signals and other fluids prior to changing my oil.  They brought up my car in their computer system (next to my car), shared the extensive service history, and provided insights about the options for service now and in the future.  They provided a full-service oil change with all the bells and whistles (including payment and receipt) without me having to get out of my car. 

In less than 9 minutes.

Yes, I was impressed.  But even though it cost a few dollars more, it was way more than worth it.

And plenty of other people know about them now.  I'm now an unpaid promoter for Valvoline Express Care.  All because they spent the effort on things that didn't cost any extra to provide buzz-worthy service.

So, what low/no cost things can you do to create a "Showtime" experience for your customers...and get them buzzing?

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

The Next Opportunity = THE Opportunity?

Question: How many times in Life do you get the chance to start over and create the life of your dreams?

Answer: Every time you wake up.

So, did you wake up today?  Good!  Then you have an opportunity to make some changes that get you closer to experiencing your dreams, hopes, desires, and purpose. 

The next question is: Will you?

Looking back on EVERY good experience in your life, you may notice something - that each time, it was a result of initiating action.  You'll also likely notice that most (if not all) breakthroughs came as a result of trying something more than once.

You never know when the next opportunity will result in being THE opportunity that realizes your desired goal!

So, consider this a reminder and an encouragement:

1. Get clear on what you really want out of Life.  Focus (and REfocus!) every day.
2. Be open to exploring and discovering how to achieve it.  Every day.
3. Have the courage to take that first step.  Every day.
4. Keep going.  Every day.  Until you are successful.

Yes, it IS just that simple (though not always easy.)

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

Is Your Organization Healthy?

Organizations are much like organisms.  It is important to stay healthy to be most effective and happy.  When was the last time yours had a "check up"?  Perhaps it is time for your business to check your vital signs and other indicators of health?

First of all, the best (whether individual or corporate) understand a basic truth: Health is NOT just the absence of disease.  Instead, true health is the presence of vitality! 

Consider your current organizational symptoms.  Is your operation getting optimal results?  Is there dynamic, principle-based leadership throughout the organization?  Do all the different "parts" (operational functions) interact effectively with each other?  Are there indications of illness in one part of your company that is negatively affecting the rest of the business?

One way to think about your organization is similar to how your body operates.

The Brain - Unclear/unhealthy focus "directs" the rest of the body (Leadership must provide a compelling vision, standards, and communicate guidance to all parts of the operation).

Various physiological functions (lungs/breathing, blood/circulatory system, food/digestive system, protection/immune system, etc.) all must work together like departments/divisions of a business to walk, talk, and accomplish anything.

Ask yourself some questions:

1. If you had a physical problem that was causing you pain or limiting you significantly, wouldn't you do something (ex. visit a medical specialist) to correct that situation?  Why wouldn't you do the same for your business?

2. Is your business operating at peak health?  If not, what are you "feeding" your company?  Does it have a healthy "diet"?  Does your operation have proper balance?  Are you "working out" and challenging your business to improve and grow?  Are all the different functions aligned and working together properly to ensure the best outcomes?

3. How are you (and your colleagues) participating in your well-being?  Do you have a plan that serves your "body" so you can best serve those customers that you were born to serve?

Take your vital signs and consider the health path you are on now, and where it is leading you.  Then make a decision about your corporate lifestyle.  Will it lead to where you want to be in your future?  Will it allow you to leave the vital legacy you want to leave?

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

**For world-class results, get proven solutions by contacting former Disney business performance experts at 1-888-MDJONES/635-6637 or online at www.SmallWorldAlliance.com. 

Screwed By My GPS - Thank Goodness!

On a recent road trip covering a couple thousand miles, I had several interesting experiences...all starting with what should have been a direct route through the mountains of North Carolina/Tennessee.

Should have been.

Relying on the new technology, I plugged in the address of my next destination and chose to go where my phone's GPS guided me.  It wasn't until I was an hour into the drive when I concluded I wasn't "on the right path".  I pulled out my trusty paper map and discovered, sure enough, I was deeply into what my GPS thought was the "better" scenic route - adding about an hour onto my drive.

After some choice bad words, I realized that backtracking would add even more of a delay, so I opted to forge ahead on the same winding mountain roads I was on.  Then a very interesting thing happened...

I started to experience...things.

Not in a weird, mindless, hypnotic, imaginary way (sorry, no moonshine on this trip).  But in a "let go of any preconceived notions and simply experience what is happening" kind of way.

Yes, it was a much longer route, but it was, indeed, a much better route as well.  I was amazed at all the "new" I started to enjoy. 

New sights.  New sounds.  New inspiration.  New insights.  New attitude.  New hope.  New enjoyment.

And it all started out with me cursing out my phone.

Kinda like Life.  Sometimes routes that, at first glance, start out looking like a mistake, can actually be a better path.  Just because it isn't what we anticipated doesn't mean it's less valuable.  Being open to Life's surprises can offer a gift we would never enjoy otherwise.

Perhaps instead of grumbling, we should experience unexpected changes in our "plan" more open to what IS there than what ISN'T (our original plan).  We may end up with "better" after all.

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

Buen Camino!

Are you yearning for an adventure?  How about one that is an internal adventure as well?

There is an experience that has been commonly described as "life changing" by nearly everyone who has attempted it.  It involves about a month of time, a lot of personal effort, and the willingness to take the first step...and a lot of steps afterwards.

The adventure?  The famed El Camino de Santiago.  A 500 mile walking pilgrimage across northern Spain and/or parts of France.  Similar to the Appalachian Trail in the U.S., the Camino de Santiago crosses countless villages, 4 mountain ranges, and expansive stretches of open country that allow for a unique life experience. 

The external adventure is definitely worth the price of admission, but it is the internal adventure that makes the experience life-changing.

Adventurers attempt "El Camino" for many different reasons, but all find that the time spent in deep thought creates a clarity of insight(s) that forever enhances the quality of Life afterwards.

So, how much is THAT worth?

Along the journey, a common phrase is "Buen Camino", (which literally means "good path") is generally received as "good luck and happy travelling".  It also has a deeper meaning - an acknowledgment that you see a person who is searching for "perfection".  This is related to the "pilgrimage" intent.  Becoming your best self - what God intends - is the goal.

How are you "doing" your life?  Are you merely existing and going with whatever happens by default?  Or are you purposefully living your unique life by design?

Whether it is a month-long pilgrimage across a foreign country or simply a series of daily meditative minutes to yourself before you start your day, I hope that you take some time to ponder HOW you want to live your life's journey - so you have a "Buen Camino"!

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

Tourist or Traveler?

During a recent international project, I spent an entire day (each way) at several airports.  During the process, I noticed there is a definite difference between the people flying around the world.

In all cases, people are going from where they are/were to where they want to be. Transportation, in it's basest sense, is simply a means to an end. A way to progress - to achieve movement toward something we want.  In this way, the person is more of a passive "tourist" - just along for the ride.

It's not just the difference between business travel and pleasure travel.  It extends to HOW a person experiences the journey...and Life.

There is a significant difference in the WAY people move from place to place.  Whether for business or pleasure, some people actually seem to be engaged in the process of traveling - gaining additional value from the experience of "getting" to the destination.  I consider these people to be more of a "traveler".

My personal guideline when traveling is to be "unplugged" - free from the tyranny of the Internet and computer files.  One of the reasons I enjoy traveling so much is that I'm able to connect to the smallest (valuable) details of the process, and purposefully experience those Life-enhancing moments that create a life that is truly lived (rather than merely existing.)

In some cases, I interact with people.  In others I just observe and ponder.  I've found that Life's biggest/best insights are a result of simply taking the time to ponder.  When was the last time YOU planned some "pondering time" into your schedule...and actually DID it?

Are you just a tourist going through your life?  Or are you an engaged traveler?

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