Tuesday, November 18, 2014

Follow Your Conscience

I was going to start out with, “a breath of fresh air”, but someone already did.  So I was going to start out with, “inspiring” . . . already done.  How about “enlightening”?  Nope, taken.

So what the heck, Frank Sonnenberg’s new book, Follow YourConscience, is an enlightening and inspiring, breath of fresh air.  It just is.

There are a lot of people in business who believe that they’re a great leader and they are there to support others.  There are people who believe the same of their leaders.  Have you ever heard the saying, “it’s not personal, it’s business”?  People seem to use that as an excuse to do less than they really could for people.  I (h/she) could do better - but it’s just business.  Just begin reading Frank’s book and you’ll see that you - or your leaders - are missing out on some things.

Think about what type of role model you believe you are.  Then read this book.  Now, what type of role model do you believe you are?  What kind of role model will you become?

Conscience - attitude, authenticity, integrity, humility, passion, fairness, faith.  These are just a few of the things Frank discusses, and in a way that’s easily understood and painless to put yourself in the middle of.

My suggestion?  Read the book.  Share the book.  Use it for a leadership book club.  It all makes so much sense that you’re not going to want to keep it to yourself.

Thursday, November 6, 2014

Perception and Pulling the Weeds

Perception . . . it's what ultimately may make or break you.

What customers see, hear, touch, and smell may be the things that put your organization over the top of another.

A good example.  Have you ever noticed the hitching posts on Main Street of Walt Disney World?  Probably not.  That's because they paint them every night if needed.  They're nicely painted, no scratches, no gouges.  Do you think you'd notice them if they were all beat up?  Most likely.  Disney wants to be known as a clean and well kept destination.  And they are.

How many times have you walked into a barbershop, Doctor's office, restaurant, or other business and the first thing you see before even entering are weeds in the planters - that are supposed to hold flowers?  You may also see signs falling down, cigarette butts on the ground, filthy windows, portions of lighted signs that are burned out, hand-written paper signs on the doors and windows, employee vehicles parked where customers should be . . . the list goes on.

The point is, that this is part of the businesses Brand (good or bad), and all of these things form your perception of the service and leadership of the establishment before you even enter!  But it doesn't stop there.  The interior is just as important, if not more.  You may have the better service or the better food, but the guy across the street with the more cared for appearance may have more customers.

Put yourself in a customer's shoes.  Make a weekly walk through with a clipboard and make a list of everything that needs attention.  Better yet, create a checklist of things to look for so you don't miss any.  Just remember that none of this does any good unless you actually tend to the difficiencies.