And So It Begins Again!

Soooo, I'm baaaack. It's great to be getting back in the saddle again. I've been away from reading and blogging for too long. With a little inspiration from the right person, here I am, diving back in. I've had a great time in the past connecting with everyone and hope to be able to continue.

For my first entry I'm going back . . . a number of years, to one of my first book reviews. This in honor of Tony Hsieh, CEO of Zappos, who gave me the opportunity and who also passed away this past week. What a big loss for the business/customer service industry.

This week I’m breaking with “tradition” a bit in order to write a review of a new book. Like I’ve mentioned before, I received an advance copy of Tony Hsieh’s (CEO of

Zappos.com) upcoming book – it’s actually released today – Delivering Happiness: A Path To Profits, Passion, and Purpose. Let me just tell you this – it’s a must read. Many books on business jump right into the business at hand without a lot of early background. Tony takes us on a journey from his early childhood entrepreneur beginnings to the billion dollar success of Zappos.com. He tells us about his money making ideas as a child, including making buttons (which he advertised in Boys Life) and selling greeting cards. He manages to take us “mid-agers” right down Memory Lane. We get an inside look at how Zappos grew, following Tony’s sale of LinkExchange (to Microsoft) in 1989 for $275 million dollars. Eventually all of the money would be gone as a bunch of friends tried (and succeeded) to keep afloat a company they dearly believed in. During that time, Tony would grow a relationship with a friend that may be seen accompanying him, to this day, to “breakfast, lunch, and dinner”. That friend being a little drink called Red Bull. The ups and downs that the Zappos team went through prior to becoming a real success story would have been enough to cause most mere mortals to give up. Not so here. Zappos has a close, family-like, relationship that embraces every employee. They work together, play together, drink together, and basically have fun together. Zappos’ main focus has always been on customers. The customer experience is literally number one on their list. I challenge you to find another company that allows returns, with free shipping - for an entire year. Do any of the internet companies you work with automatically upgrade to next day shipping? Free of charge? Sure Tony and friends have made mistakes along the way. But they learned valuable lessons with each one of them. Most notably was that you “never outsource your core competencies”. If you want the best warehouse – run it yourself. If you want the best customer service – take the calls yourself. Probably the best example of all of how important and transparent the customer experience is, is the Zappos Culture Book (I have one). They put together a hardbound culture book that includes comments from employees, customers, partners and even vendors. Included are the good AND bad comments. Again – how many companies do you know that would do that? Needless to say, most comments ARE good. The book is described as a short-term expense for a long term investment. Get one for free at www.zapposinsights.com/main/culture-book. Now I could go into so many more examples and stories, like the 10 Core Values, or the leadership training available to everyone, but I don’t want to take anything away from your reading experience. If you’re interested in employee motivation, leadership development, corporate culture, or just Zappos in general, do yourself a favor and head out to your local bookstore (or go to www.amazon.com/deliveringhappiness) and pick up a copy. Then grab a Red Bull, sit back, and enjoy.

Plan Every Day in Advance

What a fantastic guest blogger I have today. Brian Tracy has been a huge influence to so

many people in achieving personal and business goals. His 3rd edition (out this week) of Eat That Frog is just one part of that mold. Here's a great book that's going to help you to stop that procrastinating. Admit it. We all do it. With Brian's book, with 2 new chapters, you'll learn that you don't need to do everything to be successful and that in trying to you lose focus and begin to drop the ball. Share this book with your entire team.

Plan Every Day in Advance

By Brian Tracy

The following post is an excerpt from chapter 2 of Eat That Frog.

A word about frogs… It has been said that if the first thing you do each morning is to eat a live frog, you can go through the day with the satisfaction of knowing that that is probably the worst thing that is going to happen to you all day long. Your “frog” is your biggest, most important task, the one you are most likely to procrastinate on if you don’t do something about it. It is also the one task that can have the greatest positive impact on your life and results at the moment.

Plan Every Day in Advance

You have heard the old question, “How do you eat an elephant?” The answer is “One bite at a time!”

How do you eat your biggest, ugliest frog? The same way: you break it down into specific step-by-step activities and then you start on the first one.

Your mind, your ability to think, plan, and decide, is your most powerful tool for overcoming procrastination and increasing your productivity. Your ability to set goals, make plans, and take action on them determines the course of your life. The very act of thinking and planning unlocks your mental powers, triggers your creativity, and increases your mental and physical energies.

Conversely, as Alec Mackenzie wrote, “Taking action without thinking things through is a prime source of problems.”

Your ability to make good plans before you act is a measure of your overall competence. The better the plan you have, the easier it is for you to overcome procrastination, to get started, to eat your frog, and then to keep going.

One of your top goals at work should be to get the highest possible return on your investment of your mental, emotional, and physical energy. The good news is that every minute spent in planning saves as many as ten minutes in execution. It takes only about 10 to 12 minutes for you to plan your day, but this small investment of time will save you up to two hours (100 to 120 minutes) in wasted time and diffuse effort throughout the day.

You may have heard of the Six-P Formula. It says, “Proper Prior Planning Prevents Poor Performance.”

When you consider how helpful planning can be in increasing your productivity and performance, it is amazing how few people practice it every single day. And planning is really quite simple to do. All you need is a piece of paper and a pen. The most sophisticated Outlook system, computer app, or time planner is based on the same principle. It is based on your sitting down and making a list of everything you have to do before you begin.

One of the most important rules of personal effectiveness is the 10/90 Rule. This rule says that the first 10 percent of time that you spend planning and organizing your work before you begin will save you as much as 90 percent of the time in getting the job done once you get started. You only have to try this rule once to prove it to yourself.

When you plan each day in advance, you will find it much easier to get going and to keep going. The work will go faster and smoother than ever before. You will feel more powerful and competent. You will get more done faster than you thought possible. Eventually, you will become unstoppable.

Brian Tracy is one of the top business speakers in the world today. He has designed and presented seminars for more than 1,000 large companies and more than 10,000 small and medium- sized enterprises in 75 countries on the subjects of Leadership, Management, Professional Selling, Business Model Reinvention, and Profit Improvement. He has addressed more than 5,000,000 people in more than 5,000 talks and presentations worldwide. He currently speaks to 250,000 people per year. His fast-moving, entertaining video-based training programs are taught in 38 countries.

In addition to Eat That Frog, Brian has written more than 80 books that have been translated into 42 languages, including Kiss That Frog!, Find Your Balance Point, Goals!, Flight Plan, Maximum Achievement, No Excuses!, Advanced Selling Strategies, and How the Best Leaders Lead. He is happily married, with four children and five grandchildren. He is the president of Brian Tracy International and lives in Solana Beach, California. He can be reached at briantracy@briantracy.com.

Who Are Your Employees Playing For?

This week, we're celebrating the paperback release of the 2014 best-seller, Why

Motivating People Doesn't Work...and What Does, by Susan Fowler. I liked it so much when it first came out that I just got done reading it again. The "traditional" ways of motivation just don't cut it anymore. Through real life examples and process Susan shows us how to understand the reasons people are motivated and to capitalize on them.

Today, I have the honor of hosting Susan Fowlers blog post, Who Are Your Employees Playing For? I know you'll get as much out of it as I did.


Who Are Your Employees Playing For? by Susan Fowler

As the young man ducked his head getting into the elevator, I recognized him immediately as a new face on my favorite pro basketball team. I don’t seek out celebrity sightings and have never asked for an autograph, but like most people, I think it’s fun to see someone in person that you’ve watched on television.

I couldn’t help but ask him about the dismal circumstances of his team. “You must have been thrilled to be drafted by such a legendary franchise to play with the most winning coach in history,” I began. “But what’s it like now that he’s been replaced with a different coach, to have a losing record, and to learn this week that your teammate, who was known as the heart of the squad, has been traded to a conference rival?”

After a pause, where he must have been considering the risks of being honest, he told me, “It’s hard. You tell yourself it’s just a game and have fun. But, it’s also a business and my life and livelihood. My family depends on me.”

“How do you keep up the physical and mental energy needed to be a professional athlete under these circumstances?”

As the elevator stopped at the lobby, he shook his head as he ducked getting out, and said, “To tell you the truth, you stop playing for the name on the front of your jersey and you play for the name on your back.”

Of course, on the front of the jersey is the team’s name. On the back of the jersey is your own name.  I often think of that promising young player, caught in a situation he couldn’t navigate effectively. Currently, he’s playing on teams overseas, unable to take advantage of his untapped potential in the NBA.

I was reminded of this chance encounter again last week. I was on a coaching call, listening to an employee describe changes going on in her organization and how her sales territory is being rearranged and her clients being parceled out among other reps. I asked how she was handling her frustration, and she said, “I’m just playing for the name on the back of my jersey, not the front.”

My heart sank. I could hear the anguish in her voice. It is in our human nature to thrive through meaningful work in concert with like-minded people. Feeling alienated or unable to trust her tribe was threatening her sense of well-being.

As leaders, we need to help employees understand the reasons for their anguish. Then, we need to help them satisfy their psychological needs for autonomy, relatedness, and competence. Employees can’t thrive when their psychological needs are thwarted at work. When employees don’t thrive, they suffer–and so does the organization. Disengaged employees, who are so overwhelmed by circumstances that they simply give up and begin looking after their own best interests, are costing organizations billions of dollars every year.

As our coaching call continued, three lessons emerged that might help you deal with a disenfranchised employee.

1. This employee’s sense of autonomy was nonexistent. She felt she had no control over the changes “being done to” her. My question to her was, “What do you have control over?” We identified three areas of her role where her choices would make a difference in the quality of her experience.
2. She felt her sense of relatedness with the organization was compromised. She didn’t trust her company or the reasons for the changes being made. When I asked her why, she replied, “The changes are unfair.” Nothing erodes an employee’s psychological need for relatedness like injustice. My question to her was, “Have you discussed why the changes are taking place with your manager? Have you asked for a rationale so you can understand the reasons for the changes?” She admitted she had not. Should her leader have provided the rationale for change? Sure. But, even the best-intentioned leaders usually share an organizational perspective. People need a personal rationale–they need to understand why the changes are “being done to” them, their job, role, and world. I encouraged her to be a self-leader and seek out the answers she needed. With information in hand, she could then determine if the reasons for the changes were unjust or just unclear.
3. The employee’s sense of competence was diminished because she didn’t know how to navigate through ambiguity and uncertainty. But, she realized that identifying ways to refocus her autonomy and relatedness needs already made her feel more confident about moving forward.

I will continue tracking her progress. My hope is to hear about the success and flourishing that both she and her organization experience as she plays for more than the name on the back of her jersey.

*****

Susan Fowler implores leaders to stop trying to motivate people. In her latest bestselling book, she explains WHY MOTIVATING PEOPLE DOESN’T WORK… AND WHAT DOES: The New Science of Leading, Engaging, and Energizing. She is the author of by-lined articles, peer-reviewed research, and six books, including the bestselling Self Leadership and the One Minute Manager with Ken Blanchard. Tens of thousands of people worldwide have learned from her ideas through training programs such as the Situational Self Leadership and Optimal Motivation product lines. For more resources, including a free Motivational Outlook Assessment with immediate results, visit www.susanfowler.com.

Embrace Millennials as the Opportunity They Are

Today's guest post comes from Dan Negroni, author of the new book, Chasing Relevance. Check out my Monday blog for my great review.

Embrace Millennials as the Opportunity they are

            A massive shift is taking place in the workplace and marketplace. Millennials—currently representing 36% of the workforce—will be 75% of your employees and customers by 2025. This change is creating a huge gap. Boomers and Gen Xers grew up with structure. Millennials have grown up with flexibility and the freedom to say what they want, when they want, simply by sending a tweet or a snap. They want feedback 24/7. They collaborate and create influence through network and community. They work way differently than previous generations. This difference is causing what you might label a “problem” in the workplace. There is a clear disconnect between expectations and work style.

            But what if you challenged yourself to view this generational gap not as a problem to be solved, but as an opportunity to be embraced? Millennials control $660 billion in spending and will soon be leading the workplace, if they’re not already. Be the solution and embrace this generational “shift,” you can “shift” your perspective on this gap and win the millennial race! Millennials hold a tremendous opportunity for your workplace to excel in the future. Here are 3 millennial “problems” that are actually opportunities to be embraced.

1.)They constantly seek feedback.

            Millennials grew up in an era of instant gratification, so they expect feedback all the time. While this classic millennial trait may seem annoying or ridiculous, it offers you an incredible opportunity to actually communicate and connect. The” problem” isn’t just that they want feedback, they are scared to ask for it and don’t know what to do with it or how to react..

Use this opportunity to be a mentor and guide for your millennials. Be real, be honest, be a teacher.  Show appreciation when they do a good job, and let them know when they make mistakes and how they can improve. Ask them questions on a regular, weekly basis so you can create a two-way relationship. If they see you, their boss, asking questions, being vulnerable and caring, they will mimic your behavior and develop confidence. Use feedback the way it is intended, as a give and take. . 

2.) They want flexible or their “perfect” schedule

            It may seem like a pain to offer a flexible schedule to your millennial employees. You may think, “Why can’t they just work 8 hours straight like I did and not complain about it?” Well, technology has changed the world and millennials can get work done remotely as well as in an office. Millennials tend to seek a perfect work/life balance. By allowing a flexible schedule, you provide your millennials the opportunity to fulfill other activities that make them happy and keep them fulfilled and engaged.

            If your millennials are engaged in the other areas of their life, they will be more inspired to do more great work for your company. By caring about their needs, they are happier, therefore so are your customers and you also create more success of your company.

3.) They have wild ambitions and ideas

            “They all want to create the next Facebook.” The initial reaction to millennials’ wild ambitions may be that they’re entitled and expect success overnight. But what if you could focus their ambitions within your own company? As a manager, you can motivate your millennials to learn and grow within your company. You can provide opportunities for them to excel, create and innovate…a win-win that would benefit your company. Don’t suppress your millennial worker’s ambitions, but guide them so they can flourish and excel both personally and professionally.

            Where one sees trash, another sees treasure. The millennial shift is happening…its inevitable. However, it’s up to YOU how you view it…as an opportunity to be embraced!

Need help understanding, engaging, and retaining your millennial workforce?  Dan Negroni, Author, Speaker, Attorney, Kick butt business consultant, coach, and proud Dad of a few Millennials delivers actionable solutions.  Different from all other millennial experts, Dan's empowering business approach at Launchbox, creates quick value and seamless connections with millennials and management each on their own terms.   Using unique content and delivery methods that audiences respond to immediately he leverages results from the inside out.   Allow millennials to be your secret weapon and maximize your commitment to them to innovate, create a culture of engagement and grow your businesses today.    To start click here to grab your copy of Chasing Relevance: 6 Steps to Understand, Engage and Maximize Next Generation Leaders in the Workplace or call them at 858.314.9687 for a free Coaching Assessment

Out of the Question

This could be the 2016 winner of best leadership books - Out of the Question: How

Curious Leaders Win, by Guy Parsons and Allan Milham.  Two words in the title sum it up - Question and Curious.

In this new book, Guy and Allan discuss the difference between Knowing Leaders and Learning Leaders.  Knowers know what to do and how everyone should get there.  Learners are open, creative, and foster collaboration.  Which one do you think is more effective?

Today’s workforce is nothing like that of the past.  The, my way or the highway days are over.  Try that with your younger workers and see how long they stick around.  Leading with curiosity brings out questions and collaborative learning.  Just because you may be in a leadership role doesn’t mean you have all the answers . . . although we see many people who still think that.

I love the section on the Power of the Pause.  Yes, pause.  I don’t have enough fingers and toes to count how many “leaders” I’ve known who never pause during a discussion or planning session.  They always have THE answer - immediately.  How many times have we run into that and ended up reworking?

I recommend this book to anyone who wants to take themselves and their teams to the next level.  Read this book and use it and you’ll probably end up multiple levels ahead.

Time for Co-Active Leadership

Easy to read.  Quick to read.  Powerful learning.  Unlike so many leadership books, Co-Active Leadership: Five Ways to Lead, by Karen and Henry Kimsey-House breaks down

leadership into an easy to understand and implement model.  The Co-Active Leadership Model is broken down into the Co-Active Leader Within, in Front, Behind, Beside, and in the Field.  Before you even start reading, you have a good idea where it’s going which helps you understand even better.  A big focus on who we are, what matters, and making connections.

Leadership is not just about standing within your own bubble and outwardly directing.  This book shows us how to get over that, and to become a complete responsible leader that others want. It's just the size and type of book that's perfect to use for a leadership development program full of people who "don't have time". Once they read Co-Active Leadership they'll be asking for more. . . . . Maybe Co-Active Coaching?

Trial to Prevent Error

This is a lesson about finding out the hard way.  I had the brilliant idea to record a computer training session on WebEx and then convert it to .mov or .wmv to import intoCamtasia for editing.  Seemed like a pretty easy process.  Except it didn’t work!

                        

After multiple attempts at converting, with the WebEx converter, I decided to look up the issue on online forums.  I didn’t see anything positive.  I then asked a couple of people I work with if they had ever tried to convert WebEx video.  They had . . . and it didn’t work.

Now this isn’t meant to be a WebEx bashing session, but if I had tested it out first, I would have realized that I should have recorded right to Camtasia instead of trying to convert the WebEx recording.  I could have saved myself a lot of time AND rework.  Now I have to go back and have the person who performed the training do it all over again.

Not a great outcome, but a great lesson in making sure that I try new things out ahead of time, no matter how good it sounds.

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.

Storyboard That Idea!

The storyboarding process actually started with Leonardo da Vinci but was revitalized and developed at the Walt Disney Studios in 1929 with the creation of Steamboat Willie. Since that time it has grown in popularity in movie and animation studios and has also moved into mainstream business.

Walt Disney World itself was planned exclusively via storyboarding in about 10 days. Walt Disney and Mike Vance saw that storyboarding could be adapted effectively for business planning in a mode they termed “displayed thinking.” Displayed thinking can be used for group problem-solving and strategic planning, such as in:

·         Decision Making

·         Strategic Planning

·         Decision Execution

·         Building Consensus and Buy-in

·         Processing Large Amounts of Information

·         Making the Plan Visible While it is Executed

There are 13 basic steps to the typical storyboarding process. You can just as easily go through this yourself for an individual project as you can with a group for a larger project. This is outlined well by the Iowa State University Extension:

1. State the Problem.

Be specific and concise.

2. Brainstorm and Post all Ideas.

Each idea is written in large letters on a separate card or piece of paper.

3. Share Ideas.

Participants talk about what they have written on the cards.

4. Review Each Card for Meaning.

Ask for clarification.

5. Sorting By Content.

In silence, participants begin sorting and grouping the items of similar content.

6. “Header Cards” Added.

Participants are given several “header cards” that are larger (and a different color) than the idea cards previously used.

7. Total Group Discusses the Groupings.

There may be a need to break some of the topics into smaller sub-topics.

8. “Symptoms” vs. “Causes.”

The focus should be on the root causes of the problem, not causes.

9. Vote for Consensus.

The group identifies the top three or four ideas.

10. Restate Header Cards Using A Verb.

Replace a noun with a verb.

11. Subtier Actions.

If subtier actions are necessary, post them under the header cards.

12. Assign Completion Date.

Assign a completion date to each item.

13. Post Dates and Name of Person Responsible.

Post dates and the name of the person responsible for each action item.

“Tell” instructions and half of them will be forgotten – tell a story and it will remembered.

The Idea-Driven Organization

Finally!  Someone wrote a great book about what I’m always talking about.  Alan Robinson

and Dean Schroeder’s new book, The Idea-Driven Organization should be read by all managers, executives and business owners.

The authors start out stating that, “Most managers have difficulty believing that there is enough value in employee ideas to justify the effort of going after them”.  But, “some 80 percent of an organization’s potential for improvement lies in front-line ideas”.

Hellooooo.  Anyone who thinks otherwise is totally off-base.  The people that know the most are on the front lines – the people doing the jobs.  They see the everyday in’s and out’s – what doesn’t work or how it could work better.

I’m not bashing consultant’s (most of them anyway), but your own people have far more working knowledge.  Start there.  Great leaders make great things happen and Robinson and Schroeder show HOW to make things happen by implementing employee generated ideas.

The key is in creating an environment in which employee’s feel comfortable submitting ideas.  Not just one, but multiple ideas.  This book shows you how to take off the blinders to become open to ideas.  For one, take a look at those stuffy, idea-quelling SOP’s to see what kind of impact (positively OR negatively) they’re actually making.

There are so many great stories/examples from around the world, and thought provoking ideas to implement, that you’ll be ready to make drastic changes to your organization before you’re half way done reading.

Keep One In Your Pocket

“We developed so many talents as we went along that I lay awake at night

figuring out how to use them. That's how we become so diversified. It was natural branching out." - Walt Disney
How many times have you had a great idea in the middle of the night or while sitting relaxing at the pool, beach, or back porch and told yourself, “I’ll write it down later”. How many times has “later” never come? I wish I had a nickel (or a dollar, to account for inflation) for every time I said that but forgotten the idea 15 minutes later.

Ideas, and thoughts on how to develop them, begin streaming when we’re relaxed - when we don’t have the stresses of phone calls, meetings, and people popping into our offices. And, because we’re not prepared, we lose many ideas. We have to be equipped for these instant concepts at all times.

That takes me back to my Navy days. I ALWAYS carried around one of those little green, government-issue memorandum books in my back pocket - constantly at the ready to record my thoughts or work schedule of the day. It was a great asset (and great application for CYA).

These days, that little green book has been replaced by a smart-phone. It can record thoughts just as easily and they can be converted directly to memos or emails.

Make sure you have the available means to record your instant thoughts and the next time you can’t sleep, at least be productive and pull out that “little green book”.

Can You Hear Me Now?

This week celebrates the launch of Mark Miller's new book, The Heart of Leadership: Becoming a Leader People Want to Follow.  It's an honor to have Mark as a guest blogger today.

Can You Hear Me Now?

     Are you a good listener? My fear is that most leaders, including myself, think we are.

However, the truth may be far different.  I believe without constant effort a leader's natural tendency is to not listen - or at least not listen well.

     Why would our listening skills drift without focused attention? I think there are at least five reasons:

Leaders are busy

We're not taught how to listen

Many leaders are easily distracted

There's so much to listen to, it's hard to focus

Great listening is not modeled for us

     So, how do we respond? Here are five ideas that may help you and me be better listeners . . .

Try to find a way to add value to the person you're listening to. Often, we listen with an ear to what we want or need. That will always be part of the conversation; but to add value, we have to discern a need or an opportunity. This type of needs analysis is usually not possible without a listening ear.

Try to focus on the person - not the crowd. If you are in a meeting and someone is speaking, don't focus on everyone in the room, just the individual. Don't try to read the reaction of the others. Just listen to one person. Make eye contact and focus on them alone.

Repeat what you think the person is trying to communicate. This is not a new idea - but it is still powerful. When you repeat what you've heard, the person can clarify as needed, just in case you've missed something. Also, if you're able to replay what's been said, the person will most likely feel affirmed - they'll know you were listening. It's a win-win!

Don't try to formulate your response to the other person while they are talking. After someone finishes speaking, repeat what you heard if it's appropriate, then pause to consider your response. If it takes a moment, that's fine. This may even signal to the other person that you were actually listening to them.

Eliminate as many distractions as possible. We'll always have distractions, but do all you can to eliminate as many as possible. Turn off your phone, meet off site, close your door, meet in a conference room - do what you can to eliminate noise, literally and figuratively.

     The rewards of good listening are many - people feel valued, mistakes can be avoided, execution can improve, followship can be strengthened and a culture of honor, dignity and respect can be nurtured.

     If you haven't focused on your listening skills for a while, give it a try. You might be surprised what you'll hear.

Mark Miller, well known business leader, best-selling author, and communicator, is excited about sharing The Heart of Leadership: Becoming a Leader People Want to Follow, with those who are ready to take the next step. you can find it on Amazon and in bookstores everywhere.

For my readers!
I'd like to share Mark Miller's outstanding new book with my readers. If you haven't "won" a copy already from me, be one of the first three people to email me (auskavitch@gmail.com), with the subject line, The Heart of Leadership, along with your mailing address (I don't spam), and I'll send you a free copy.

Stewardship

I enjoy reading leadership books that have been “updated and revised”.  Sometimes they’re only fluff just to get renewed attention and sometimes they actually have some new and essential information.  Peter Block’s newly re-released book, Stewardship: Choosing Service Over Self-Interest, does the latter.

 

Some of you may have read the first edition of Stewardship which came out 20 years ago.  The revised release of the book is most definitely something you’re going to want to read also.  Block backs up everything he says with examples, case studies, suggestions, and creativity.  You’ll see that your “business as usual” can’t be your “business as usual” anymore.

 

Right off the bat, Block’s new definition of stewardship struck a cord.  He says, in part, “It is the willingness to be accountable for the well-being of the larger organization by operating in service, rather than in control, of those around us.  Stated simply, it is accountability without control or compliance”.  We need to lessen the self-interest and increase the service experience.  There needs to be a balance of power.

 

This book gives you the understanding and the tools to create a work plan to get greater business results in the most effective way.

The Secret of Teams

What a busy few weeks of book reading. I received a re-launch book to read on the secret of teams. I thought, "hmmmm, what could possibly be new". Well, wasn't I surprised?

Mark Miller's (VP Organizational Effectiveness, Chick-fil-A) book, The Secret of Teams, surprised the heck out of me. It's written as a parable (which I'm not usually a fan of), which makes it easier to comprehend then most other books on teams. And the common sense ideas made me think, "hmm (again), why haven't I ever looked at it like that?"

Mark has an up and coming executive (Debbie Brewster) take a look at 3 very different types of teams, totally out of her business domain. What Debbie finds is that there are common threads to success and also common types of factors to look at, no matter the team or organization. Mark says that "the keys to building great teams are universal". There is no REAL secret here. You just have to stop and smell the roses in order to realize what those keys are for you.

The biggest step for anyone trying to create a successful team is changing the  "entrenched ways of thinking and acting". Along with this is - developing your staff, your team members. Teams don't fail because the want to, they fail because they don't know what it takes to succeed.

Doing things the 'way we've always done it' has been one of my biggest pet peaves over the years. Miller's book gives you the ideas and the tools to get away from the old 'tried and true'. Chances are you've tried, but it hasn't worked, and no one wants to put the effort out to try again.

My suggestion . . . my recommendation . . . is to buy The Secret of Teams for yourself and your leadership team. It may well be the best investment that some of you will ever make.

The Outstanding Organization

These last couple of weeks I’ve had the pleasure of reading, The Outstanding Organization, by Karen Martin.  I’ll tell you what - every organization that’s trying to improve or going through anything like a merger or restructuring should be reading this book.

There have been NUMEROUS books written on performance improvement by numerous “experts”, but they’re all, in some way, very similar . . . lots of theories.

In, The Outstanding Organization, Karen Martin, in five chapters, explains the straight to the point, duh factor of how to succeed.  She says that chaos is the main underlying issue in failed improvement.  “Chaos sabotages your ability to provide value to your customers, satisfy shareholders, . . .”  “Left unchecked, chaos destroys everything that’s good about an organization.”  Too many times, organizations start to plan without looking enough at what’s already happening and jump into the fire too quickly.

Chapter One begins right where the book should - the fundamentals.  I’ve had a couple of friends who have “flipped” houses.  What do you think the first thing is that they look at when checking out new properties?  The foundation.  Without a good foundation in business, you’re going to hold onto chaos and be unable to develop any kind of consistency.

From there Martin goes into creating clarity - truth seeking and truth telling.  Without it causes a psychological drain on everyone involved.

I loved the section on the problem of lack of focus.  She calls this “organizational attention-deficit-disorder.”  There must be focus and a sense of discipline instilled in the organization in order to get over the hurdles.

And lastly is employee engagement.  People talk and talk and talk about it, but as Karen says, it’s “the single largest contributor to an organization’s success”.

This book is based on Martin’s extensive research and experience with a number of organizations.  She taught these organizations not to accept the chaos as a norm but to fall back to the fundamentals and open the curtains to improvement.

If you’re looking for some no-nonsense ways to get your organization on, or back on track, you need, The Outstanding Organization.


Author, speaker, and consultant, Karen Martin, provides practical strategies and tools for building an Outstanding Organization. The Outstanding Organization: Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence is available at bookstores nationwide and on Amazon.

Quality Doesn't Have To Come At A Price

When was the last time you thanked your employees . . . individually?  And I'm talking about just a simple thank you.

When was the last time you shook one of your employees hands?

When was the last time you sent one of your employees a simply - hand written - note of encouragement?

Wow, don't these things sound simple?  And notice one thing that each has in common - they don't cost a thing.  Nada!  AND, as a bonus to you . . . they take very little time.

If you take a look around you can find MANY simple, and free (or at least cheap), things that you can do for your employees to thank them, to encourage them, and to create team spirit.  And what's that going to do?  Among other things, it will help to create a quality driven atmosphere.

People typically react very positively to just simple acts of kindness and inclusion.  It gives them a sense of belonging and need.  And with those feeling's comes the desire to share them themselves.

So get ready to thank, shake, and write.  And while you're at it,  lets bring back the simple everyday "art" of conversation.

Is That You?

Is that you?  What does that mean?  It means that you're recognizing someone.  It's a pretty simple example of the word "recognize", isn't it?  But that's the point.  Recognizing people is simple.

Most managers spend more time pointing out mistakes than achievements - even though their staff do more things right than wrong.  A feedback ratio of one positive to three negatives doesn't really do too much for morale.  But I bet, if you turn it around, that a ratio of three positives to one negative will really do wonders for the motivation of your staff.

Sit down and really think about how much you recognize people.  Compare work to your personal life.  For some of you I bet you recognize people in your personal life more - spouse, kids, neighbors, buddies, etc.

Put yourself in your staff's position.  Personalize it.  Say your neighbor's been ill, so you mow his yard.  Next week you mow it again.  Come Monday morning you see him walk to his car, give you a wave, and he drives off to work.  How does that make you feel?  Not too awful good does it?

Getting NO feedback is just as bad as getting negative feedback.

Use the acronym that Lee Cockerell, former VP of Operations at Walt Disney World, uses - ARE:

• Appreciation
• Recognition
• Encouragement

Lee describes ARE as a "cost-free, fully sustainable fuel, one that builds self-confidence and self-esteem, boosts individual and team performance, and keeps an organization running cleanly and smoothly".

Appreciation - Recognition - Encouragement . . . a little goes a long way.

I Don't Have Any Competition

You’d better think twice about that title statement. Any person or organization that your customers do business with is a competitor. Notice that word I bolded . . . ANY.

Before a customer calls your business, could they have just talked to a Disney reservations representative about their upcoming Walt Disney World vacation? Could they have talked to FedEx about an emergency pickup? Maybe they ordered some clothing from Zappos.

All of the above mentioned companies are tops in the field of customer service - and for good reason. Just the mere fact that your customer talked to them first can make your “great” service experience feel more typical or even down right inferior. People will unconsciously compare every business they deal with.

Don’t you want to be one of the Disney's, FedEx's, or Zappos’?

Are You Listening?

Listening to your employees is at the top of the list in Boss 101. Your organization depends on you doing this. It’s just as important as listening to your customers.

Your customers are the final authority of your success. But try this out - start there and listen back - to your employees.

It's not necessarily your products or services that create your customers. It's your employees. Take a few minutes and ask yourself a couple of basic questions.

•Are your customers evangelists or vigilantes?
•Do they refer their friends or warn them off?
•Are they repeat buyers or one-hit wonders?
Your employees create, reinforce, and support those definitions OF your customers, FOR your customers.

And remember - your employees are also listening to YOU. They’re listening to you for answers to three questions:

•What’s in it for me?
•Why should I believe?
•Why should I care?
Those answers are delivered by you in everything you say and do in communicating your Purpose, Mission, and Vision.

LISTEN, LISTEN, LISTEN!

Do You See What I See?

No, I'm not talking Christmas songs . . . yet.

Robert Frost once said, “Some men see things as they are and say why? I dream of things that never were and say why not?” Doesn’t that sound like a leader?

One of your biggest responsibilities as a leader is to see things that others can’t see. Use your visionary capabilities to grow your mission. Think big! Use your imagination. Sometimes you just have to give yourself permission. Why do children come up with such imaginative ideas? They allow themselves to be imaginative – they don’t know any better. But you know that it’s extremely important to do so.

Allow your mind to look at ALL possibilities. One may not be the answer. But grab assorted details from various ideas and you’ve got a viable solution.

Walt Disney said, "I only hope that we don't lose sight of one thing - that it was all started by a mouse”. A mouse! Look at Disney today. Although Walt is gone, the empire still grows.

Have faith that you can accomplish the mission that you’ve chosen, and impart that faith on to your staff – and grow.