Innovative Business Concepts - Newsletter Archives

Innovative Business Planning is one of those important tasks that frequently are overlooked. Do you make time to plan for your business?

Innovative Customer Service Communicating with customers is a key part of any enterprise. Is your business good at keeping customers informed?

Your Personal Development The world is filled with many exciting people and destinations from which we can learn and grow. But you don’t have to take a trip to gain the benefits; many opportunities exist right at home.

We’ve all heard it. The saying that a failure to plan is a plan to fail has been around for years. It’s true that planning is important, otherwise how do you establish priorities and make decisions between alternatives without knowing where you are going.

Planning is frequently avoided because individuals don’t know how to plan and find it easier to just avoid. Some people mistakenly believe that they have a plan for what they want to accomplish but frequently those plans are not thought through. Many people will argue that they have a plan but it takes too much time to write the plan down. They are kidding themselves if they believe that an unwritten plan in their head is a well thought out approach.

Good planning requires thought and effort to accomplish. You can begin by identifying where your business currently stands and then thinking about where you would like it to be in the future. Then begin considering what it takes to achieve that future state. What needs to change? What goals should be set? What resources are required? What obstacles might exist?

You will find that going through a complete planning process will help you consider the pros and cons of various alternatives, identify opportunities and threats, and help determine where priorities should be established and valuable time allocated. Then, as the daily emergencies arise, by looking at the plan you can determine if the situation is important in reaching your future state.

As a challenge, take a couple of hours, sit down in a quiet location, and write out your plan for the next year. The benefits you receive will be well worth the time you invest. November top

I was talking with a colleague a few days ago. He was relaying to me his experiences with an ongoing kitchen upgrade project and his encounters with the kitchen remodeling company. As the project was nearing completion, he was pleased with the results but he said the experience left much to be desired.

It seems that the initial time frame he was given was about 4 weeks from start to end. However, as the project proceeded, numerous delays were encountered; some were unexpected but others were clearly part of their standard procedures. During all these activities, the remodeling company seldom contacted the homeowner to keep him informed of the status of the project or when he could expect additional work and completion. The project was over 3 months old and was still incomplete.

This situation illustrates a couple of important points about communicating with customers. First, set realistic expectations and then work to meet those expectations. If you make a habit of providing the most optimistic expectation at the beginning, then the odds are that you will have dissatisfied customers at the end. Second, stay in contact with your customer to keep them informed. After the initial expectations have been set, problems may arise and require changes. If this happens, call the customer immediately, let them know you are working on the problem, and provide the best estimate you can for a revised completion date.

New customers are generally harder to obtain than maintaining existing customers. Help to keep those existing customers and turn them into great references by communicating with them and keeping them informed. Not only will they love the results you deliver, they will also appreciate how you deliver the results. November top

We can all learn new things and gain a greater appreciation for the world around us just by getting involved and paying attention to the people and situations surrounding us each day. Many say that work and family schedules are too busy to add additional activities but there are many ways to grow available to us on a daily basis.

For example, if you have a little free time, have you thought about taking a class in a subject area that interests you? Maybe it is a craft class, history class, computer class, cooking class, or wine appreciation class. Whatever the subject, give it a try. Or, as an alternative, what about helping someone else with a class – being a tutor for your local school district. Not only will you find you learn even more about the subject you tutor, you will also learn from spending time with others and talking with them.

If taking a class or serving as a tutor requires too rigid a schedule, consider volunteering in your community, church, or other local organization. There are numerous organizations dealing with young people, old people, and everything in between that would welcome your services. You will find a high level of satisfaction from knowing that you participated and helped others. In addition, you will both learn and grow from the experience.

Still too time consuming? Then just pick up a book or make an effort to read a magazine article addressing a subject new and different to you. The great thing about reading is that you can do it whenever time permits and it is a wonderful way to fill in those few free moments that we have. Spending time driving? Then consider books on tape.

Whatever the environment - classroom, tutoring, serving, reading, or listening, you will find there are always opportunities to learn and grow. The key is watching for the opportunities and making sure you take advantage of them when they present themselves. November top

This book on leadership presents the subject in a very different way. The book does not present concepts and then the typical list of do’s and don’ts. Instead, it focuses on the changes that have occurred in the sciences (physics, chemistry, etc.) and draws parallels to organizations and leadership.

Ms. Wheatley begins by reviewing Newtonian theories and compares them with organizational concepts that traditionally have been accepted. She then begins moving into the new science of quantum mechanics and how they apply to group behavior. The concepts simply state that you cannot look at pieces of the whole and be able to understand or predict the behavior of the whole. The challenge is that you are unable to grasp the whole at a single point in time, thus you see what appear to be unpredictable events or chaos.

She carries these themes further by examining stability, growth, learning, and the purpose and handling of information. Ms. Wheatley believes that growth takes place when there is a lack of stability and that information is not something to be managed but broadly shared. Information is the lifeblood that causes people to see and interpret a situation differently and thus leads to new ideas, approaches, and concepts.

If you are seeking a text with answers regarding how to lead, this is not the book for you. It contains no lists, case studies, or recommendations regarding tried and true management approaches. In fact, she challenges that there are no tried and true approaches. However, it is a book that can challenge your thinking and broaden your horizon in many ways. Its basis in the physical sciences shows how radically the science has changed and Ms. Wheatley will have you thinking very hard about those things you considered “givens” in your beliefs about organizations and leadership. November top

Innovative Business Are your sales where they should be? Sure, maybe the economy is tough, customers are fickle, or the competition is fierce. But if your business works with prospects to help them address a need, then the real problem with your sales could be something else. Maybe it's your sales methodology that needs updating.

Innovative Customer Service Are you truly listening to your customer or are you assuming you already know their problem and the solution?

Your Personal Development Persistence is that internal drive that keeps people going when the going gets tough. So many times it would be easier for them to just “give up” but they continue driving forward, facing their challenges. Do you have what it takes to be persistent and achieve your goals?

Sales methodologies vary from company to company, but any solution orientation sales methodology will contain similar elements. One key step is the problem identification or needs analysis step. This part of the methodology focuses on understanding the problem or identifying the need that the prospect has BEFORE presenting the capabilities of your product or service. When done properly, you will then understand what the prospect is trying to achieve and can present your product or service in the context of the prospect’s requirements.

This approach to selling yields benefits for both the prospect and you. By determining the prospect’s needs prior to presenting your company’s solution, you begin to differentiate yourself from your competitors. Understanding how your offering addresses the prospect’s requirements better manages their expectations which leads to improved customer satisfaction after you close the deal. The prospect benefits by purchasing a solution that will meet their needs and deliver the return they are seeking. In addition, effectively focusing on the needs and benefits will enable you to shorten the sales cycle.

So take some time in the next week to review your sales methodology and see if you are focusing on the prospects needs. Determine if you have the rights steps necessary to address the prospects requirements and close the sale. Then make sure that the methodology is being followed on each and every sales cycle. Both you and the prospect will benefit if you do! August top

For many businesses, customers frequently call because they are having a problem. In order to resolve the customer's problem and provide a true benefit, you must be sure to stop and listen to what their pain is. Although you may have vast experience in the field, you cannot assume you know the pain of the customer and the customer may be insulted if you assume to know everything about their particular situation.

So take the time to really listen to your customer. What is their pain? What will make their job/life/company better? Here are some tips for listening:

Be sure to remember that every experience with the customer should be all about the customer and not about you. Focus on them and they will reward you for it! August top

Easy goals are normally just that – easy to obtain. It doesn’t mean that the goal isn’t necessarily important, but it does usually represent a goal that has few obstacles. Conversely, we may establish goals that are difficult to complete. If it is a large goal, we may break it down into smaller goals and achieve them individually. At other times, we just need to work our plan and stay on task until the goal is achieved. This is where persistence comes into play.

Persistence is the ability to continue forward in spite of opposition. When you encounter challenges that are preventing you from achieving a goal, you should evaluate the challenges and determine if a change in action is required. If so, make the change. If not, it is time to be persistence. Don’t just give up, stay focused and keep working toward your goal.

One way to stay focused and be persistent is to review the rewards that will be obtained when the goal is achieved. The rewards can provide a great deal of motivation at times when energy levels may be low or frustrations set in. Likewise, consider also the consequences that will occur if the goal is not achieved to gain further motivation.

You may also encounter some failures as you work toward your goal. These failures are opportunities to learn (see this month’s Book Report for details). Don’t become discouraged. Progress is only made when you take action and failures sometime do occur. Again, be persistent, learn from your failures, and keep moving forward

Remember that most meaningful goals will require facing a number of obstacles. If completing the goal were easy, you would likely have done it long ago. Be persistent! Your sense of accomplishment and obtaining the rewards will be well worth the effort. August top

John Maxwell has written an excellent text outlining a process for what he terms is failing forward. His asserts that in order to accomplish any goal, you must take actions that will sometimes result in failure. In fact, if you aren’t failing, then you are not accomplishing all that you are capable of achieving.

The book outlines a positive way of viewing failures so that we may recognize that they will occur and how to learn from them. Each chapter addresses one of 15 steps in failing forward to achieve your goals. Among the steps, you will learn the major difference between average people and achieving people, a new definition of failure, how to take a bad experience and make it a good experience, that there is little difference between failure and success, and other key points.

In addition, most chapters have a self review at the end and suggestions to help you evaluate if you are failing forward. Potential goals and actions are also outlined that can help establish a plan to take advantage of failures and turn them into successes.

Maxwell points out that most people were never taught about how to deal with failures. People are afraid of failures, don’t understand failures, and try to avoid them at all costs. However, failures can be very positive and provide great opportunities to learn and grow. The difference is how you approach the concept of failure.

Failing Forward is beautifully written, easy to read, and full of examples and quotations to which we can relate. But most importantly, it addresses a part of life that is rarely examined and gives us all some excellent points to consider as we work to achieve our goals. August top

Innovative Business Changes in business continue to occur at a more rapid pace than ever before. Are you open to future changes in your business and willing to consider what impact they will have?

Innovative Customer Service Employee morale may be difficult to describe but the impact is obvious when morale is either very high or very low.

Your Personal Development We're all creatures of habit. Even our attitudes are habits of thought. What you think, even unconsciously, influences your behavior and therefore, the results of interactions.

Book Review "Leadership 101: What Every Leader Needs to Know" by John C. Maxwell

Change is so difficult for us to accept. When things are going well, we don’t want change to alter the status quo. On the flip side, even when things aren’t going as well as desired, we are frequently reluctant to make changes necessary to turn things around.

As you look at your business, what changes do you see coming in the future? Are customers going to obtain your products or services differently? Are your markets going to change, either expanding or shrinking? Are there new competitive threats that will cause demand for your products or services to shrink or new opportunities that will cause demand to grow?

Every business should take time periodically to reflect on these questions to determine where their industry is moving and how to best accommodate upcoming changes. Sometimes what you see may be scary, but being proactive is clearly the best course of action to take. Rarely does burying your head in the ground yield the positive results you are seeking.

In a recent discussion with a CPA, he mentioned the concern that existed many years ago when companies began installing computers and doing a significant amount of their accounting internally. CPA’s at that time generated a significant amount of billable hours just adding up numbers. With clients doing the calculations themselves, would the billable hours shrink? Would the impact result in the need to reduce staff and eliminate future plans to grow the practice?

As it turns out, the entire accounting industry did change. Today, CPA’s spend relatively little time actually adding up columns of numbers. Instead, the use of computers has freed up time for CPA’s to focus on understanding the expanding tax code, generating “what if” analyses to help clients reduce tax liabilities, and helping develop strategies for client’s future operations.

Changes are coming. It’s inevitable. Take time to consider what is changing in your business and your industry. Consider ways to take advantage of the change and be proactive about dealing with it. You will feel better as a result and the benefits to the business will be significant. top June

Morale can be tough to deal with. You can’t touch it, it is sometimes hard to see, but you can normally feel it. And if it doesn’t feel good to you, it probably doesn’t feel good to your customers either.

Webster’s has multiple definitions for the word morale. One states “the mental and emotional condition … of an individual or group with regard to the function or tasks at hand”. Another indicates “the level of individual psychological well-being based on such factors as a sense of purpose and confidence in the future“. As employees understand what they are doing, why it is important, and feel a degree of ownership in what needs to be done, morale improves. The converse is true as well.

How your employees feel, about the business and their job, has been shown to be highly correlated to customer service. As morale improves, so does customer service. Attitudes improve, employees are more satisfied with their work, and a positive change is noticed by your customers.

To improve morale, consider sharing with your employees the mission of the organization and your direction for the business. This will help them gain a sense of purpose and allow them to develop the sense of ownership that is so important. Employees can also be an excellent source of ideas to improve business operations and identify new opportunities. Ask for their suggestions and give serious consideration to implementing their suggestions. Likewise, share with them your ideas for change and get their feedback. In most cases, they know the details of the job they are doing better than anyone else.

Good employee morale is good for your customers and therefore, good for your business. Look inside the company to see how you can improve morale. Customers will feel the difference, customer loyalty will improve, and revenues will grow. top June

Have you ever thought a person was not very smart because of the school they went to, the type of degree they had or didn't have, the company they worked for, or the department they were in? Preconceived ideas such as these prompt us to act in a manner which affects the response from that person. The entire contact will follow the attitude which you brought with you. Negative attitudes bring negative results and positive attitudes bring positive results.

How much more productive could you be if you could eliminate the behaviors which produce negative results? Here is an exercise to help address your negative attitudes.

Going through a simple and deliberate process will help you eliminate the bad attitudes which prompt negative behaviors. Repeat these steps as required to positively influence every interaction you have. Adapt a positive attitude to see the positive results you are striving for. top June

No matter who you are, you can lead and lead well. That is the message New York Times bestselling author John C. Maxwell gives in this power-packed guidebook. This book is short and easy-to-read and at the same time provides the essentials for enhancing the leadership abilities you already possess.

The book begins with "Why you should become a better leader." What you want to accomplish is restricted by your ability to lead others. In order to increase your effectiveness and create a larger impact, you must raise your level of leadership.

The book continues with the traits of a leader. Maxwell states , "The discipline to prioritize and the ability to work toward a stated goal are essential to a leader's success." Methods to improve self-discipline and a process for prioritizing your life are detailed. Establishing trust and providing vision are other key traits for leaders.

Finally, the impact of a leader is discussed. A truly effective leader not only leads, but provides a foundation for those who follow to be effective leaders also. Your lasting value will be measured by succession.

According to Maxwell, each person influences 10,000 other people in his lifetime. So the question is HOW WILL YOU INFLUENCE OTHERS? Developing your existing leadership abilities is essential to ensuring your personal and professional success. top June

Innovative Business Webster defines a commodity as an economic good: as a mass-produced unspecialized product. Has your company's product or service become a commodity?

Innovative Customer Service Have you ever said "No" to a customer? Can you think of instances when you should have? When is it OK to say "No"?

Your Personal Development Have you ever noticed how frequently we hear people complaining about life or wishing that they were in a different situation? We all get to make choices regarding what we do. Are you making the right choices for you?

Recently, an Indiana Gubernatorial candidate, when asked about Indiana jobs going off-shore, replied "Anything that can be reproduced will become a commodity. Its all the same. Initially, it was unskilled labor that became a commodity, now more skilled trades are becoming commodities. Its our job in the United States to make ourselves DIFFERENT. To determine how we can be special."

Being different could mean making your product or service better; being faster to deliver or easier to buy. So has your company's product or service become a commodity? How can you check?

Remember to always focus on the customer. What does the customer really want and need? What VALUE are you providing to the customer? If you focus on continuously identifying these items, you can prevent your product or service from becoming a commodity. top March

Customer service is the single most important aspect of any business. Without satisfied customers, there is no one to buy the service or product and hence no business.

Given that, as a business we want to always say "Yes" to every request from the customer. In actuality, it is a disservice to the customer to say "Yes" when we cannot meet the commitment. Whether the request is for items outside of the current offering or for a delivery date that can't be met, the customer would much rather know up front what can realistically be delivered. This could mean just a modification to specifications or to the promised delivery date. A customer can adjust their plan accordingly if they know the facts.

Saying "No" when the commitment cannot be made develops trust with the customer. Customers respect integrity and will reward those suppliers with their continued loyalty. top March

We have all heard individuals at different times wishing that one thing or another would happen. Let’s face it; we have all done it ourselves. The thing that we frequently forget however is that we make choices every day that influence or even directly result in outcomes we either desire or want to avoid. Recognizing that we make those choices all the time is important if we want to take control of our lives.

Choices can normally be categorized as one of two forms. Proactive choices are made when we decide to take a certain action that results in a consequence. A positive example might include applying for a new job and subsequently receiving an offer of employment. A negative example would be choosing to drive after drinking alcohol leading to a serious automobile accident.

The second choice category is a passive choice that results from ignoring a decision that needs to be made. This is a classic situation that many people don’t recognize; avoiding a decision IS, in fact, a decision. Unfortunately, many people make this type of decision frequently and thus open themselves up to results that are determined by others.

We may wish that we could control all events and circumstances but in reality that is not going to happen. Whether we like it or not, there are times that undesirable or bad things will occur; this we cannot always control. However, we always have a choice regarding how we respond to an event or action. You may elect to respond in a positive manner, attempting to make the best out of a less than ideal situation or you may choose to respond negatively, possibly venting some anger.

Next time you have a choice to make, think about the options available to you. Consider the possible and probable results of your decision. Is a no decision the right decision? Are you choosing the response that makes you feel good and will make you proud when you look back on the situation? We all have choices. Make each choice one that moves you forward toward your goals and puts you in control of your life. top March

This book provides an interesting approach to managing an organization by establishing core values for the organization and then directing activities and resolving conflicts using the values that have been established. The book opens with a review of life stages for people and then discusses the key stakeholders for the organization. The managing by values principals are then presented as the foundation for the stakeholders.

Before addressing the values for the organization, Blanchard and O’Connor indicate that top management must recognize that there are three “acts” in every individual’s life. The first act is to achieve: being by doing. Some people never move beyond this point. The second act, connect, is all about relationships: being by being with. The third act, integrate, involves bringing the first two acts together: being by becoming. Top management must recognize these acts and realize that people are the heart of any organization.

The book then outlines that any organization has 4 principal pillars identified by the acronym CEOS. The C represents Customers, E represents Employees, O represents Owners, and S represents Significant Others such as community, vendors, creditors, distributors, etc. Everyone in the organization should understand these 4 pillars and they need to feel, think, and act like a leader. The foundation under these pillars is managing by values to support all the stakeholders.

The managing by values process involves 3 phases including 1) clarifying the mission and values, 2) communicating the mission and values to the organization, and 3) aligning the organization with the mission and values. Each phase is described in detail including why it is important along with examples regarding how the principals can be applied. All this is accomplished in the form of a fictional novel about a CEO making these changes within their company.

Given the recent rash of corporate scandals and unethical management behavior, the concept of managing by values seems very relevant. Whether you desire to follow this approach in your organization or not, understanding the concepts and principals may go a long way to help insure your organization weathers these difficult times. top March

Innovative Business Measuring performance is an important function in business. Are you measuring the right things?

Innovative Customer Service A culture within your company that revolves around the customer is a valuable asset. Read about ways to assess your customer service culture.

Your Personal Development Do you have the winter blues? Do you think spring is never going to arrive?

Book Review "Can you Hear Me Now?" by Dallas Demmitt, PH.D. & Nancy Demmitt, M.C.

When most businesses talk about performance measurement, financial reports immediately come to mind. How a company is performing financially is important and serves as an excellent way to compare organizations over time. There are other measurements however, that can focus positive attention on areas of the business that may not be easily identified on the income statement or balance sheet.

Examples include a multitude of sales metrics (average number of transactions, average transaction size, time to first sale, average items per sale, etc.), delivery metrics (number of on-time deliveries, number of backorders, number of cancelled orders, etc.), quality metrics, customer metrics, marketing metrics, inventory metrics, employment metrics, productivity metrics, supplier metrics, … You get the idea; the list goes on and on.

So how do you choose which metrics to incorporate into your business? The best way is to identify what is important to your business. Sure, all the metrics are important but to different degrees. Look at your business and determine those key areas where you believe that improvement is needed. Then determine what metrics would help to focus attention on those areas.

Individuals are most effective when focused on two or three key metrics. If you have a large organization, having different metrics for different departments makes sense. Be careful however; you need to insure that the metrics are consistent and lead to overall improved performance, not just improvement in one area while sacrificing performance in another.

Performance measurement can be a powerful tool to help organizations improve and excel. Think about adding one or two measurements and publishing the results to your staff. You will be pleasantly surprised at the improvements that can be achieved. top February

We all know that customer service is an important aspect of any business. Without customers, there is ultimately no reason for the business to exist and no business will stay in business for long without them.

Every organization has its own culture that develops based upon its fundamental beliefs and values. In your organization, ask yourself if the customer is truly valued? Virtually every senior manager will say that customer service is their number one priority but is that feeling reflected in the behaviors of everyone in the organization? Does management make the effort to spend some of their time with customers and hear what they have to say? The actions of senior management send the strongest message to the staff about how they should behave and perform. Be confident that staff members pay attention to where senior management focuses their time.

When customers call or visit, take notice of how the staff responds. Do they promptly and courteously greet the customer? Are they genuinely happy to see or speak with the customer and interested in helping them? Or are they short and abrupt because the customer interrupted the task the staff member was working on? Help you staff understand that they are there BECAUSE of the customer.

A culture that embraces the customer and thrives on helping them will experience much greater success. As an added benefit, the working environment will also be much more pleasant leading to greater retention of both customers and staff. A win / win situation for everyone! top February

Its the same every winter. Once it gets cold, everyone stays bundled up in their homes instead of going out. Friends say "We should get together." But it never happens. How many of you feel that way? How many people around you feel that way?

Instead of sitting around and waiting for spring, take the initiative! Find a way to make someone's day!

Getting out and helping others not only benefits the recipient; it helps you get over the winter blues. So, turn off the TV and GO! top February

Effective communication is vital to personal relationships and business transactions. This powerful book not only discusses the skills required for better communication, but the mind-change that is essential.

In this book, communication is broken into two main parts: discovery listening and discovery talking. The five elements of discovery listening: anchoring, focusing, summarizing, inviting and asking, are all discussed in detail with examples and exercises. Discovery talking begins with "How to Listen to Yourself". All of the concepts are based on the "mind-change" that Christ is the anchor in every conversation.

As stated by Gary Smalley who wrote the foreword, "In the pages of this book, you will learn how to improve and master one of the most critical communications skills in every day life - listening." Practicing these techniques will change your relationships for the better! top February

Innovative Business The rate of change for businesses is increasing and it is important to consider these changes as part of the planning process.

Innovative Customer Service Many consulting firms, chambers, and associations give awards to companies who have excelled in customer service. Was your company on the list of nominees? Do you have a plan to get there in 2004?

Your Personal Development Have you established any new goals as part of a New Year's resolution? We have all seen resolutions fall by the wayside in February. Try following this process to achieve your goal and gain the satisfaction of conquering that New Year's resolution!

Your business plan should be updated at least annually. In many businesses, the updates should be even more frequent. So, if you have a plan, pull it out and blow off the dust. If you don't have a plan, create one!

First, review your vision. This is "the quest" for your company. Is it still valid? Does it state what you want to achieve? Remember, this is your statement of potential, so STRETCH.

Next, your mission and value statements should be updated accordingly. The mission should reflect actions that will enable the vision. The values are standards that the entire company should follow while executing the mission.

Next, consider your market, competition and customers. How have they changed? Do you need to add, remove or change products or services to keep your competitive edge? Have your strengths and weaknesses changed? Be creative and open minded. Don't fall into the trap of "we've always done it this way." The producers of typewriters, polaroid cameras, and other products had to learn to re-invent themselves or be eliminated.

DON'T PUT THIS BACK ON THE SHELF!!! Take these new ideas and create a plan to execute. Prioritize your goals and create action steps with due dates. Put the actions in your daily planner. Use your planning process to make change a competitive advantage instead of a problem for your business. top January

Excelling in customer service begins with a company wide commitment to customers always first. The vision and value statements of the company should be rewritten to incorporate customer always first concepts. Every level of the organization must then be truly committed to the customer AT ALL TIMES, not after production, inventory, or revenue goals have been met.

In order for the commitment to show through all the levels, down to the part time employee, management must first live the vision and values. Actions speak louder than words. If management continues to put other objectives first or rewards employees for behavior other than customer always first, the employees will react in kind.

Management must also empower their employees to make decisions. If management has set a proper example, the employee can ask themselves, 'Does this match our vision and values?" and respond accordingly. Both the customer and the employee benefit from this attitude.

The start of a new year always seems to be a time to begin resolutions. Usually these resolutions are goals that we would like to obtain but have been unable to achieve. If reaching a goal is truly important to you, then consider spending a little time determining how you will achieve it.

First and foremost, there must be a workable plan to go along with the goal; otherwise it is just a dream. The saying that “a failure to plan is a plan to fail” holds true here. Set yourself up to succeed by creating a list of the rewards that you will receive by reaching your goal and the consequences if you don’t. Identify as many things as possible for rewards and consequences and continually review the list to help stay motivated while working toward your goal.

Next you want to list all the possible obstacles that are keeping you from achieving your goal. For each obstacle, determine what possible solutions exist and identify the actions that must be taken. Set a date that you will complete each action. Then work on the action items and as you complete them, the obstacles will be removed. As the obstacles are removed, the goal will be achieved.

For large or complex goals, consider breaking them down into smaller goals. For example, if you want to loose 30 pounds, consider having three goals where the first is to lose 5 pounds, the second is to lose 10 pounds, and the third is to lose 15 pounds. Upon the completion of each goal you have proved that you can do it! Celebrate your achievement and use that success as motivation to continue toward your next goal. If you encounter an unforeseen problem, add it to the obstacles list, determine solutions, and identify the actions and timing necessary to reach the solutions.

Remember to keep reviewing the rewards and consequences to increase your motivation and help you through those challenging times. And don’t forget to celebrate your successes to further encourage yourself to keep going. By following this process, your goals established as a New Year’s resolution WILL become a reality. top January

The Power of Positive Thinking is a short but compelling book containing steps to help you manage your life. The recommendations are clearly outlined and easy to read, but to be effective, the book should be reviewed a number of times to reinforce the suggestions and help put them into practice.

Positive thinking can have a major influence upon your attitude, your outlook for the future, and your interactions with other people. As you become more positive, others around you will begin to adopt a more positive view. This can lead to greater success both personally and as part of a team working toward a goal. Also, most people prefer to work with and be around people who have a positive outlook.

If you are having difficulty with thinking positively or struggling with the many challenges of life, I would recommend picking up a copy at the bookstore or library and giving Dr. Peale’s approach a try. As he states in the book “…when your mind is convinced, you are convinced, for as you think so are you.” Positive thinking can change your life. top January

Innovative Business Mentoring is a powerful method to help new employees grow while the mentor gains personal satisfaction from helping someone else. Read about this win/win situation where everyone benefits including the business.

Innovative Customer Service Have you ever been shocked by the response to a question? Here is a response that was technically correct but not the best way to handle the situation.

Book Review "The Second Industrial Revolution: Business Strategy and Internet Technology" by John J. Donovan

A mentor can be defined as a trusted counselor or guide, or a wise, loyal advisor or coach. A mentor is an individual, usually older, always more experienced, who helps and guides another individual’s development. This guidance is not done for personal gain.

Having a seasoned employee mentor a new employee can provide significant benefits to both employees as well as the company. The mentoring process can be either a formal program with specific steps and procedures or just an informal paring of two individuals. One of the most valuable assets a person’s career can have is a good mentor.

Just a few of the benefits that the new employee receives include increased confidence, a higher degree of job satisfaction, learning through others by example, a feeling of belonging, and more rapid growth than would be available without mentoring. Likewise, the mentor benefits through increased levels of commitment to their field and employer, satisfaction of knowing they have helped someone else, and opportunities for self-reflection and self-renewal. In addition to the personal benefits, the business gains include increased productivity, improved morale, and higher employee retention.

Mentoring is a win for all parties involved. Regardless of the reasons for participating, most people find it is a special and positive experience. Consider implementing either a formal or informal mentoring program and experience the benefits first hand. top December

On a recent trip, I had the unfortunate situation of being stranded at the airport in Hot Springs, Arkansas. I phoned my usual rental car agency to inquire about the availability of a car. The customer service representative indicated that yes, they did indeed have a car available for me. However, the car was located in Little Rock, Arkansas, about an hour drive away. When I asked how I might get from Hot Springs to Little Rock, I was informed “That’s your problem!”

After recovering from the initial shock of the response, I began to reflect upon the situation. The customer service agent’s response was 100% correct – it was my problem. But here is where an opportunity to build customer loyalty slipped away. The agent could have taken advantage of the situation by trying to make my problem their problem. Easy alternatives would include suggesting possible taxi or limousine service, shuttle or bus service between Hot Springs and Little Rock, or even the phone number of a local contact in Little Rock that might be aware of other options.

Think about your customer service encounters. Are you taking full advantage of opportunities to serve the customer? Have your customer service representatives been trained to recognize and respond to opportunities to help the customer? Even if your “customer” is internal to the company, do you attempt to help others, thereby helping the company overall? These same questions also hold true for sales representatives working with both customers and prospects.

By working to help make customer problems your problems, you demonstrate that you are there to serve the customer in whatever way possible. And that is the definition of great customer service! top December

Many of us spend hours in the mall looking for the perfect gift for each of the people on our Christmas list. But what have we really given to each other? Christmas is more than the material gifts we give.

Most of us are familiar with the following Bible verse: 1 Corinthians 13: 4-8 Love is patient, love is kind. It does not envy, it does not boast, it is not proud. It is not rude, it is not self-seeking, it is not easily angered, it keeps no record of wrongs. Love does not delight in evil but rejoices with the truth. It always protects, always trusts, always hopes, always perseveres. Love never fails. (New International Version).

Notice that the definition involves ACTIONS, not feelings. Giving of yourself to others provides the true joy of Christmas. So, take time during your hectic holiday schedule to do something extra special for those around you. Let the love of Christ show through you!

"The Second Industrial Revolution: Business Strategy and Internet Technology"

During W. E. Demming's time (total quality management concepts), corporations changed each decade. At the time of Gary Hammel's work on business reinvention, corporations changed each year. Now corporations must change every DAY!

Of the Fortune 500 companies in 1950, 50% no longer exist. Why? They were resistant to change.

This book provides a strategy for reinventing your business. It contains many examples of companies that have been both successful and unsuccessful during this time of rapid change. Old business strategies must be replace with new. Even corporate tenets such as "A stable organization is good." must be rethought.

Additionally, the book details the technology framework for the getting a business started on the internet. Legacy systems, support software, and security are some of the issues discussed.

Finally, the biggest obstacle is addressed: Changing People!! Ten impediments to change and the roadmap to remove them are reviewed.

As with many of the books we review, dealing with change continues to be a critical success factor. This book provides an excellent road map to deal with change with a technology (intranet) spin. If your business is not ACTIVE on the internet yet, this is a must read! top December

Innovative Business When you provide a valuable good or service, there will be competition. That’s a given. Who will be your next competitor?

Innovative Customer Service “Are you sure you’re not on our payroll?” What a great question to be asked by a customer. Read why.

Your Personal Development Are you good at doing multiple things at the same time? When engaged in a conversation, are you getting the message or just hearing the words? Here are seven simple suggestions that can improve your listening.

A recent Fortune article talks about how computer manufacturers are now in the entertainment business; these companies are now making and selling consumer electronics such as plasma TVs. Not only are the new players stealing market share from traditional equipment manufacturers, they are driving the prices lower as well.

So who will be your next competitor? Will it be a current competitor with a new product or a new competitor that enters your market? It’s hard to tell in this fast paced world of change. So what can you do to prepare? Be the LEADER OF CHANGE. Instead of waiting for your competition to think up a new idea, always be evaluating what you can do better for the customer. An endless number of possibilities exist.

Seek out opportunities to change and improve the products and services you provide your customers. Constantly strive to do better than anyone else in making your customers happy and competitors will find it very hard to take market share. top November

We all know that relationships are key in buying and selling situations. People buy from people that they like and trust. As a relationship is strengthened through superior customer service, opportunities for your competitors are reduced or eliminated. This is the type of customer loyalty we would all like to experience.

A few years ago I worked with an individual named Michael who was responsible for developing company revenues through alliances with consultants. Michael was always focused on doing whatever he could to help his alliance partners, either with or without our products or services. As a result, those alliance partners began to look at Michael as one of their own employees who could be counted on to assist in any situation. He always kept the alliance partner’s best interests in mind and, as a result, they provided our company with a significant, ongoing revenue stream.

Michael’s attention to detail and ongoing focus on helping the alliance partners resulted in relationships with an exceptional level of trust. Although the alliances partners needed to have relationships with other companies to maintain independence, none of those relationships yielded the results that we obtained. In essence, Michael’s efforts resulted in having a nearly exclusive relationship with his alliance partners.

If you have a high number of repeat customers, give consideration to how you can help them in their business. What can you do that could increase their revenues and / or reduce their costs? Be sure that you are always looking out for their best interests and ways to improve their performance. The trust and loyalty that develops will create a relationship that provides mutual benefits for both parties that will last for years. top November

On a recent TV sitcom, the main character admitted that he would repeatedly respond with “I understand” although he had not paid any attention to the conversation. Although it was funny in the show, it isn’t funny when it happens in real life. Many times this is the result of being busy and trying to accomplish multiple tasks simultaneously and attention is not directed toward what is being said.

Use these tips in your next conversation with your boss, employee, spouse, kids or friends. You will be amazed at what you learn and how valuable the conversation really is. top November

This book provides a humorous and insightful view of how different personality types deal with change. It begins with a class reunion of real people discussing their life paths. One of the participants mentions that he read a story that significantly changed his life. He then proceeds to tell the story of “Who Moved My Cheese?”

In the story, there are four characters that are seeking their cheese; the cheese represents whatever goals they are seeking in life. Although it is both amusing and enlightening, the messages are real and can have a profound impact on all of us.

The four characters consist of two mice named Sniff and Scurry along with two “little people” named Hem and Haw. They all spend their days in a maze that represents their world (community, family, work) where they look for their cheese. During the course of looking for the cheese, discoveries regarding how to deal with change come to light and are written on the walls of the maze.

As each of us begins to understand the “handwriting on the wall”, we discover how we each can better deal with change, thus achieving more of what we want and reducing stress. Near the end of the book, all the messages are summarized for easy review. The author then returns to the class reunion group and a discussion ensues about the impact of change on all of them. The results are very interesting as each begins to see themselves as one of the four characters in the story.

I highly recommend this book for anyone who is dealing with change. Embracing the concepts will make you more effective, reduce your stress levels, and provide you greater satisfaction. The concepts can be applied not only in your professional life, but also may help you to balance personal and professional activities. Reading the book is an excellent use of your time! top November

Innovative Business Strategic planning can mean the difference between survival and bankruptcy in a challenging economy. Even in a good economy when survival is virtually assured, companies with a strategic plan will still outperform those without. Why is strategic planning so important?

Innovative Customer Service Everybody, Somebody, Anybody and Nobody. Which employees are serving your customers?

Your Personal Development The headlines are full today of people blaming others for their situation in life. It isn’t always easy, but accepting personal responsibility is one of the cornerstones of leadership.

Book Review "Fish! Tales" By Stephen C. Lundin, Ph.D., John Christensen and Harry Paul

Strategic planning is frequently one of those activities that business leaders know should be done but don’t seem to find the time to do it. It is hard to leave day to day activities behind to develop a strategic plan but the good manager will make the time to get it done.

Those who don’t have a plan, by default, accept the alternative. Without a plan, that means the business is NOT being managed! Decisions must be totally reactive, dealing with changes and events however and whenever they occur; nothing thought out in advance. Some decisions may be positive but many others may be negative.

Developing and implementing a strategic plan can be broken down into 3 steps. You begin by developing the strategic plan that includes determining where the business currently stands regarding products, markets and customers and then identifying where the business should go. The plan should also document assumptions made, review resources required (financial, personnel, equipment, research, etc.) and identify specific action plans and timelines for departments to execute.

The second step involves sharing the plan with the entire staff so that everyone understands where the company is going. Many companies develop strategic plans and then fail to share them with employees. When the plan is shared, the quality of decision making within the organization improves dramatically since people understand the company goals and can make decisions that are synchronized with where the company is going.

The third step requires periodic review of the plan and evaluation of progress. Each action plan should be reviewed to determine progress achieved and to determine if timing or objectives should be modified. As part of every plan, the assumptions that were made may or may not be valid. Assumptions should also be reviewed and plans modified where those assumptions have changed. The frequency of review depends upon the dynamics of the business but a general rule is to check status every one or two months and revise the entire strategic plan annually.

Every professional athlete and sports team creates a plan. This isn’t just by chance; they know a plan provides a competitive advantage. The same holds true for business; outstanding business leaders always have a plan. They make time to plan their work and then work their plan. And their results will always exceed those that just wing it. Make sure you create a strategic plan for your business to give it the competitive advantage to succeed. top October

Everybody, Somebody, Anybody and Nobody. Which employees are serving your customers?

There were once four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it but Nobody did it. Somebody got angry about that because it was Everybody's job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn't do it. The end result was that Everybody blamed Somebody when Nobody did what Anybody could have.

Which employees surface the most at your place of business? There are just 3 simple steps to turn your Nobodies into Everybodies dedicated to the customer.

Anybody can make the customer’s day, but be sure that EVERYBODY does it! top October

Unfortunately, life isn’t always fair. You can’t control everything that happens to you. But remember, only you can control how you respond to those things that happen to you. When you respond, think about your actions and whether you will be proud of them. Do you set an example for others that you would want them to follow? Make sure your actions are ones you believe are right for the situation. Accept the personal responsibility for those actions and you will continue to build your own foundation for leadership. top October

Fish Tales is a compilation of real life stories about businesses which have implemented the FISH! principles to boost morale and improve results. These are wonderful examples of how to incorporate positive attitudes in the workplace without throwing fish.

The principles can be incorporated in various ways depending on the business. The boost to employee morale has led to increased employee retention and improved customer service. Enthusiasm is contagious!

Other businesses improved sales, customer satisfaction and safety by learning to work as a team and focusing on the customer.

Additionally, the book offers a 12 week plan for implementing the principles in your LIFE. Yes, these principles can be used in your life outside of work!

So, let’s go fishing and make our part of the world a happier place! top October

Innovative Business Teams are defined as people willing to work together for extraordinary outcomes. Are you getting extraordinary outcomes from your work teams?

Innovative Customer Service You’ve likely heard it before: Promise what you can deliver and deliver what you promise. Here are three points to consider when making commitments.

Your Personal Development I Think I Can

Book Review "How To Become A Rainmaker: The Rules for Getting and Keeping Customers and Clients" by Jeffrey J. Fox

Teams are defined as people willing to work together for extraordinary outcomes. Are you getting extraordinary outcomes from your work teams?

Teams have more talent and experience, more diverse resources, and greater operating flexibility than individual performers. To get extraordinary results from your teams, the teams need results oriented leaders. It is not a leader's management style that determines how well a team performs, but how well a leader designs and supports a team so that members can manage themselves. Real leadership means 'letting go' and creating room for people to apply their energy, creativity, and intelligence.

Additionally, the company must create a culture that encourages teamwork. Rating and ranking systems that pit employees against each other in the annual performance review process tend to work against the development of teamwork. In order to create a team-player culture a company should:

Begin a team transformation in your firm today and achieve extraordinary results!

You’ve likely heard it before: Promise what you can deliver and deliver what you promise. Here are three points to consider when making commitments.

Every customer encounter is an opportunity to build your business. During this time, customers develop expectations regarding the quality of the product or service, price, and delivery. How you manage expectations in these three areas is critical to developing loyal, satisfied customers.

Most customers today expect good quality in the products and services they purchase. They recognize that there may be different levels of product quality but their expectation is that even the lowest quality level is still completely functional for the intended purpose. The same holds true for services – the basic car wash is still expected to remove the dirt and grime from the car. Customers consider you and your staff to be the experts in your business, so be sure that your products and services will meet their expectations for quality.

The price of a product or service should relate to the value received by the customer. Customers don’t always select the lowest price since other criteria impact the decision. In addition to price, customers may consider additional factors such as quality, ongoing costs, styling, and previous experiences. Make sure customers understand all the benefits that you do and don’t include in the price. For example, delivery and setup may be included as part of the price or available at an extra charge. Be sure that customers understand what is included in your price to help avoid future problems.

We have all heard nightmare stories about product or service delivery problems. It is important to make commitments to customers based upon your ability to deliver. Delivery includes your own products and services as well as those you may be purchasing from others. Remember, it is your customer, not theirs so if you have a supplier or contractor that is unreliable, then make allowances when promising delivery to your customer. Sometimes however, there are extenuating circumstances that cause a delivery to be late. If this occurs, be proactive and notify the customer as soon as possible about the potential delay. Even though the customer may be upset regarding the delay, they will appreciate the professionalism and the notification may help them avoid additional inconveniences.

It is important to remember that these same criteria apply within a company as well. Many people are in departments that support customers internal to the company or organization. Human resources, information services, and accounting departments are just a few of the organizations that serve internal customers. These internal customers still have expectations that need to be met regarding the work quality delivered to them by supplier departments, the price (internal charges) they pay, and timely completion or delivery of results.

Successful customer service is significantly influenced by the expectations that you and your staff create. When speaking with customers and understanding their requirements, review quality, price, and delivery with them to help insure they receive what they need, when they need it, and at an acceptable price. top September

"How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients"
By Jeffrey J. Fox

This book is an easy read that provides useful selling suggestions. Mr. Fox has kept the material simple, straightforward, and uses numerous examples to reinforce his points.

The book contains 50 chapters that are very short. Each chapter is, in essence, a rule to be followed for successful selling. By practicing the methods described, sales success should improve.

In addition to the rules, there is a section at the end of the book describing how to determine the value of a given sale. Mr. Fox refers to the process as dollarization – figuring out in dollars and cents what products are truly worth to the customer. This process is useful when helping customers making decisions between two competing products.

Mr. Fox concludes his book with a case study where a persistent salesperson finally gains access to the decision maker. The salesperson makes a 2 minute presentation which had been scripted and rehearsed in advance. The focus of the case study is upon the importance of preparation and the willingness of the salesperson to take action on making the call. Following the description of the call, the case study analyzes each part of the sales call to understand why it was important and why it was delivered in the manner described.

Clearly you or someone in your organization is responsible for selling your products and services. For that individual, this book can help identify common sense ways to improve the sales success rate and thus improve revenues. top September

Innovative Business Do people like to work at your company? Would employees nominate you for the “Best Companies to Work For” list? If not, should you care? If not, how can you change?

Innovative Customer Service Great customer service can create loyal customers and a wonderful work environment. In order to get there, two common foundations must exist. Do you have them?

Your Personal Development Think back to the beginning of the year. Did you make any New Year’s resolutions? Were they accomplished? If not, check out the steps you can take to get motivated!

Do people like to work at your company? Would employees nominate you for the “Best Companies to Work For” list? If not, why should you care? If not, how can you change?

Happy employees are much less likely to quit. With turnover costs up to 2.5 times the salary, every employee retained is a savings.

Excited, motivated employees are more productive, creative, and committed to the company.

When you are dealing with a company, do you like to work with someone who is cheerful and enthusiastic or with someone grumpy and disgruntled? In a Wall Street Journal article, MCI, Nortel and Sears all indicated that employee satisfaction impacted customer satisfaction which influences financial performance.

Success in the workplace is not judged just by the size of a paycheck. The 2001 Randstad North American Employee Review found three key elements that drive employee satisfaction: trust, flexibility and a career mindset. Nine out of ten employees (91%) define true success as being trusted to get a job done, surpassing fulfillment from money or a title. Employees want to grow and have an impact. They want jobs with more meaning and purpose.

Striving to improve employee satisfaction is a goal which will produce a desirable workplace, satisfied customers and increased profits. top August

Great customer service can create loyal customers and a wonderful work environment. In order to get there, two common foundations must exist. Do you have them?

We have all experienced situations where we have received exceptional customer service. Exceptional customer service can be defined as a situation where the service provided goes way beyond the ordinary and has you saying WOW. Think about your last exceptionally positive customer service experience and you will find the following two foundations were present.

First and foremost, the service provider cared. They all cared – management, workers, everyone. The entire organization must consider customer service to be important, not just lip service, but in real life and in everything they do. You can tell when someone truly cares and is trying to deliver the service we all would like and expect to receive. It feels good to help others and who better to help out than the customer. Likewise, when it feels good to help others, feelings about the workplace also improve as a result. Think about your organization – do they care about the customer? Do you care about the customer?

The second foundation is that the service provider had the authority to take whatever action was needed to provide the exceptional service. Many companies don’t allow their employees the freedom to make decisions that can improve customer service. Their hands are tied. Even employees that are not particularly customer sensitive may still be motivated to do something creative for the customer because it feels good to demonstrate their authority. Do you and your employees have the authority to provide great customer service?

Demonstrating that you care about customers and having the authority to address customer situations are key to achieving that WOW impact. Customers love it and it feels good for the workers. A win / win situation for all: the customer, the employees, and the company. top August

Think back to the beginning of the year. Did you make any New Year’s resolutions? Were they accomplished? If not, check out the steps you can take to get motivated!

Motivation provides the drive to accomplish our goals and realize our dreams. We all have it but sometimes the energy level is lacking. Let’s look at 3 things you can do to get motivated and stay that way.

First you need to establish goals, both personal and professional. These goals should be something that you value and feel are important. An athlete may establish a goal to improve their score while a business person may have a goal to increase sales or reduce costs. A mother or father may consider a goal to plan a family activity once a week or spend special time with the children. Likewise, an individual may determine that they want to expand their level of knowledge regarding a given subject, skill, or hobby.

Whatever your situation, identify those things that are important to you, make a list, and establish a set of goals. The great thing about this exercise is that there are no wrong answers. The list should contain only those things that are important to you. It is much easier to get and stay motivated when the goal is special to you.

Next you need to take action on your goals. Determine the steps necessary to move toward your goal. If your goal will take significant time to accomplish, consider breaking it down into smaller components that will keep you moving toward your ultimate goal. List the tasks that you need to accomplish in order to reach your goal and establish a timeframe to complete each one. By working on each task you will be moving yourself closer to those things that are important to you. The motivation comes from seeing yourself accomplishing the goals you set out.

Finally, you need to keep reminding yourself of what you are working toward. Continue to think about your goals and why they are important to you. Develop mental pictures of how things will be when you achieve your goal. This will help you stay motivated and excited about the future. And don’t forget to celebrate your accomplishments as you work toward your goals. Think of them as rewards for your hard work and achievement.

Motivation – we all have it! Now is the time to establish your goals, take action on those goals, and savor the satisfaction that comes with achieving those goals that you consider valuable. top August

Konosuke Matsushita Professor of Leadership, Emeritus, at Harvard Business School

In this outstanding leadership book, John Kotter describes the mistakes organizations make when trying to effect real change and he provides an eight-stage change framework for successful change transformation. The book contains dozens and dozens of real life examples of what seems to work and what doesn’t.

As markets and competition have globalized, firms are forced to make dramatic improvements not only to compete and prosper but also to merely survive. Some typical change transformations – total quality management, reengineering, right sizing, restructuring, cultural change and turnarounds – routinely fall short, because they fail to alter behavior. Mr. Kotter explains several reasons WHY these efforts fail and then provides the road map to avoid these errors.

The key to successful transformation lies in the understanding of how the leadership that is required to drive the transformation in a socially healthy way means more than good management. Successful transformation is 70-90% leadership and only 10-30% management. Only leadership can blast thought the many sources of corporate inertia; motivate the action needed to alter behavior in any significant way; and get change to stick by anchoring it in the very culture of an organization.

Each step in the change framework is described in detail with examples of how best to use leadership and management. A true leader must internalize the goals and values of the organization and lead by example in order to motivate the entire organization.

Twenty-first-century managers will need to know much about leadership. Remarkable leaders develop their skills through lifelong learning. As the rate of change increases, the willingness and ability to keep developing become central to career success for individuals and to economic success for organizations.

Reading this book will provide you a means to LEAD CHANGE within your organization. Achieving organization goals such as improved customer service, increased market share and increased profits creates a positive work environment which leads to a more rewarding life. top August

Innovative Customer Service Complacency. Webster defines it as self-satisfaction accompanied by unawareness of actual dangers or deficiencies. Think for a moment about the reasons your customers buy from you.
Innovative Business How do you define accountability? Do you expect it of your leaders, subordinates and co-workers but not yourself?
Your Personal Development “Well done is better than well said.” Benjamin Franklin.
Book Review "Leadership" by Rudolph W. Giuliani. In this outstanding leadership book, the former mayor of New York City describes the characteristics he believes make an excellent leader and provides extensive examples to reinforce his viewpoint.

Complacency. Webster defines it as self-satisfaction accompanied by unawareness of actual dangers or deficiencies. Think for a moment about the reasons your customers buy from you. Do you know why? Are you providing the lowest cost, highest quality, best delivery, or a combination of these or other metrics? Are you satisfied that everything is going well while your customers may be less impressed?

Complacency is a major threat to a company’s customer service programs and ultimately the revenue stream. Organizations that become complacent frequently overlook or ignore customer service problems that are leading indicators of an impending sales revenue shortfall.

One way to fight complacency is to establish a set of metrics for the customer service organization. These metrics should be oriented to measure critical service criteria such as call response time, customer satisfaction with a resolution, delivery times, repeat calls for the same problem, and call volumes. The metrics you choose should be shared with employees to explain why they are important to the success of the business. The metrics should be tracked and reported frequently and reviewed as part of company meetings.

Once the metrics and baseline are established, goals should be set. Frequent review and analysis will help insure that goals are achieved. If you fall short of a goal, discuss it with employees and solicit suggestions for ways to improve. When a goal is achieved or exceeded, celebrate the event with your employees and share the success. Then, immediately set new goals to continue the improvement and prevent complacency from taking hold. Not only will your business benefit and your employees share a sense of ownership, but most importantly your customers will recognize the improvements and have another reason for wanting to continue doing business with you. top July

How do you define accountability? Do you expect it of your leaders, subordinates and co-workers but not yourself? Do you believe that holding people accountable makes them afraid to take action?

All of us have read and relate to the Dilbert comic strip. In Dilbert’s corporation, The Center for Executive DUHcision-Making offers this advice: “Informed decision making comes from a long tradition of guessing and then blaming others for inadequate results.” Hopefully, accountability doesn't work this way in your organization.

Accountability starts with clear goals and objectives that those responsible have agreed on. Everyone needs clear expectations, guidance and coaching in order to be successful and to be fully accountable. Accepting accountability causes individuals to consider the potential consequences of their actions before they take them; therefore, they spend less time backtracking and making excuses for what they did or did not do.

Myth: Accountability is a way to blame someone for making a mistake, resulting in fear.

Truth: Accountability is the key for increasing trust, reducing fear, and improving morale and performance.

If applied to all equally and consistently, accountability is a powerful tool that will help you and your organization achieve alignment of your strategy, including structures, processes, systems and people. It is a tool that will change the way you and your team think and act; producing capable, motivated and effective employees who meet commitments, deliver value, and experience success. top July

How many times have you said “Let’s get together soon” or “We should do that sometime” but never actually got around to doing it?

Many times, we fail to spend the time with or express ourselves to those whom we love the most. We miss opportunities because we assume we can wait. We assume that once “this” crisis is over, we will have time to do that something special. Once this project at work is complete, once the kids finish the soccer season, once school is out, once the project at home is done,……. You get the point.

An anonymous writer proclaimed that "The greatest stumbling block in the path of most men is not laziness or fear, but an enemy called Tomorrow.” We use excuses to let opportunities pass us by. But the kids grow up; friends take new jobs in different cities; older relatives pass way.

As an old Scottish Proverb says: "What may be done at any time will be done at no time." Instead of excuses, consider taking action. The first step is creating goals: Spending more time with the family. Learning a new skill. Exercising 3 days a week. Developing better relationships with friends. Whatever you believe is important.

Next, determine what are the true obstacles in achieving these goals. Many times the biggest obstacle is yourself.

Lastly, TAKE ACTION. Don't just talk about it, do something. Leave work at 5:00 to spend time with the family. Sign up for the pottery class. Call that friend to meet you for lunch. You will be glad you did and gain a feeling of satisfaction at having completed a goal. top July

In this outstanding leadership book, the former mayor of New York City describes the characteristics he believes make an excellent leader and provides extensive examples to reinforce his viewpoint. Even though the majority of his experience is from the public sector, Mayor Giuliani excels at demonstrating that leadership skills are critical whether leading a nation, a city, a company, a department, a non-profit organization, or even a local community volunteer committee. Everyone can enhance their leadership skills, accomplish their goals, and improve the quality of life for themselves and those around them.

Mayor Giuliani had only 3½ months remaining in his final term as mayor at the time of the World Trade Center attacks on September 11, 2001. He opens his book by describing the events immediately before and after the attacks and how he dealt with the terrible tragedy. He then proceeds to outline the traits necessary to be an effective leader and relates them to personal experiences either during his two terms as mayor or when practicing law.

Among all the excellent suggestions and recommendations contained in the book, one significant theme emerges. Mayor Giuliani talks extensively about accountability and that leaders should welcome being held accountable. Nothing builds a stronger case for holding employees to a high standard than a boss who holds him or herself to an even higher standard.

One of the best ways to address accountability is to measure and track results, compare them with previous indicators, and then demand improvement. The Mayor indicates this approach not only leads to improvements but also to better morale. As operations become more efficient and effective, people become more positive and feel like they are part of a winning team.

Leadership skills are not innate; they can be taught and learned. A review of this book could serve as a helpful guide to identify ways to expand business, improve morale, and increase profits. Applying these skills in your personal or professional activities can lead to a more rewarding life. top July

Innovative Customer Service Focusing on your customers is critical for business success since they represent your revenue stream.
Innovative Business Many companies struggle in the face of change.
Your Personal Development How to make your habits more effective.
Book Review "Fail-Safe Leadership: Straight Talk About Correcting The Leadership Challenges In Your Organization" by Linda L. Martin and Dr. David G. Mutchler

It seems that everyone these days is talking about outstanding customer service. Advertisements, company literature, and even phone messages played while waiting on hold tell you about a given company’s outstanding customer service. But how do you know if you are providing outstanding
customer service? Review these three questions to gain a greater understanding of your customer service level.

Question #1. Does everyone in your company recognize and understand that their job is to serve and satisfy customers? As part of your strategic plan, you should insure that all employees understand the need and importance of customers. Whatever your company goals and objectives, insure that everyone recognizes their role in meeting those goals and how they ultimately address customer needs. You may have employees that don’t directly serve end customers but they still serve internal customers. By providing outstanding service to internal customers, those who ultimately serve the end customer have greater support and can do a better job. By encouraging employees to pull together supporting each other, better service can be provided to the end customer.

Question #2. Is your company organized to serve and satisfy customers? Step back from your daily role and take a look at what it is like to do business with your company. Are visits, calls, emails, and proposal requests handled quickly and efficiently? Do the people within your company have the needed information available to answer questions or address issues? Take time to put yourself in the position of one of your customers to see how they may see you. Periodic reviews of company operations can help to identify policies or procedures that inhibit outstanding customer service.

Question #3. Do customers think your company performance is exceptional? We all like to receive letters and messages about positive encounters with our company. Be sure to take the opportunity to share that information internally and congratulate those responsible. But what about complaints? They can be even more important sources to identify areas for improvement. By analyzing the complaint, you have an opportunity to identify a potential problem and improve your overall performance. To help understand your current customer service levels and identify trends, you should implement customer service metrics to track your performance. Share the results of these metrics with your staff.

Your customers represent the revenue stream for your business so it is critical to stay focused on meeting their needs and providing outstanding customer service. By addressing their wishes and being responsive to their business requirements, you can assure your company will develop customer loyalty, goodwill, and repeat business. top June

Many companies struggle when facing change. How quickly you address the change can lead to significant competitive advantage and greater revenues or leave you behind, struggling to catch up and stay afloat. Most important is how your employees deal with and accept change.

Change may be internal or external to your organization. Internal changes may include improvements in operations, policies, or procedures. In addition, you may have internal changes that will impact the marketplace by providing you with a competitive advantage such as introducing a new or improved product. In this situation, your internal change will become an external change for your competitors. Likewise, a competitor that offers a product promotion or an add-on service would constitute an external change for you.

With either internal or external change, you need to help your employees accept change by encouraging them to be receptive to doing things differently. Many people resist change because it usually requires a modification of behavior which impacts their habits and attitudes. By talking with your staff and helping them understand the reason for the change, how it may benefit them, and how it benefits your customers, employees gain a greater understanding of the need to change. Thus, many employees will be more responsive and willing to help make the change a positive event. Carried even further, employees who seek change can help identify improvements inside and outside the company which can create new opportunities for the business.

Change is usually difficult; just think about all the companies that are no longer in business because they were unable to change. Developing a culture of change and helping employees become comfortable with change can provide your organization with a significant competitive advantage. top June

We all have habits we know are ineffective or even bad for us. These habits have been developed over time and at one point may have even provided some satisfaction. So now that these behaviors are ingrained, how do we go about changing our habits into effective, positive ones?

Habits come from the subconscious mind. Habits are formed when we repeatedly perform an action which results in a positive outcome or sometimes in a "least negative" outcome. Experts suggest that up to 95% of what we do comes from "old programming." Fortunately, the conscious mind can control the unconscious. Through obvious thought and effort ineffective habits and negative unconscious thoughts can be replaced with effective habits and positive thoughts.

The first step is recognizing the ineffective habits and having the desire to change. The desire to change must come from deep within. The desire must be greater than the perceived positive outcome of the existing habit.

Once the desire exists, determine the rewards and consequences for affecting the change. What positive things will happen with the new habit? What negative outcomes will be avoided with the new habit? These will help keep you motivated to change.

Prioritize the new habits. Select the top one and consciously work on it. Don’t try to change everything at once. It takes effort to overcome the subconscious mind. Concentrate on changing one habit. Upon achieving the change, you will feel a great sense of accomplishment and will be motivated for the next one.

Consciously provide positive reinforcements for the new habit; build your subconscious belief in yourself. As William Shakespeare said "If you seek a virtue and have it not, assume it." top June

"Fail-Safe Leadership: Straight Talk About Correcting The Leadership Challenges In Your Organization" By Linda L. Martin and Dr. David G. Mutchler

This quick read provides a new definition for leadership which; therefore, provides a new approach for developing leaders.

Retired Army Colonel Dandridge M. Malone said, "The very essence of leadership is its purpose. And the purpose of leadership is to accomplish a task. That is what leadership does—and what it does is more important than what it is and how it works."

The book definition of leadership: "Leadership is no longer about possessing certain personal characteristics, but rather about the ability to set goals and achieve desired results."

Given this definition, a company’s desired results should be defined first then the people and processes can be developed to ensure the desired results. The book provides the steps of the process to align the company, its processes and its people in order to obtain results.

Leadership training is no longer about teaching characteristics. Leaders are developed by providing the skills, knowledge, processes and authority to accomplish desired results. This is a must read for all people who are or hope to be true leaders. top June