Posts Tagged ‘High-Performance Culture’

Planning for Certain Uncertainty

Tuesday, April 27th, 2010
© Solarseven | Dreamstime.com

© Solarseven | Dreamstime.com

You’ve probably heard of the Butterfly Effect, where the beating of a butterfly’s wings sets off a chain of countless small reactions until you’ve got a hurricane on your hands. That’s the economy for you – an incredibly complex web of tiny causes and huge effects. It’s difficult to predict what the world will look like three, six, or twelve months out.

Given all that uncertainty, any minute-to-minute plan you carve in stone is doomed to fail. The move from Step 5 to Step 6 that seemed so logical and inevitable in January may be suicide in July, once the economy has shaken the ground beneath your feet a few times. What you need is a constant reassessment and reorientation to the end results you want, coupled with the skills to adapt and adjust your strategies as the world turns. And churns.

So when you meet later this year to plan your company’s strategic direction, put away that chisel. Instead, define the targets you intend to keep in your sights and build the shared commitment to reach them.

Be strategic. Speaking of your strategic plan, you might just want to put some…you know…strategies in it. You think I’m kidding? The fact is, if you were severely allergic to strategies, I could fill a swimming pool with the strategic plans of typical banks and throw you in, and you wouldn’t get so much as a SNIFFLE. Why? Because most strategic plans are scoured clean of strategies.

They might have goals—yes, lots of them seem to have goals. There may be some initiatives, too, or tactics. And fonts, and margins. But without strategies, world-class results will be something you read about in headlines about the other guy.

Be specific. Vague wandering in the general direction of results will get you vague and general results. Instead, create a plan that zeroes in on the results you expect with glistening, crackling clarity, and build in follow-through templates, making sure that everyone is aligned through weekly check-ins.

Be systematic. Good intentions are swell. A good start on your plan of action is peachy. But you will never connect the dots between Point A and Point Z unless you put a system in place. Not a system that is written up and forgotten, but one that you return to every week for realignment and one that is integrated into every employee’s quarterly plan.

These elements of a successful plan—strategies, precision, and a drum-tight system—are all optional. So is success. But if you choose to follow these guidelines, you’ll be well on your way to the kind of success that will have your old-school competitors running for their silver bullets. Let ‘em run—you’ve got things to do—and an uncertain world in which to do them. Best to have a flexible, dynamic plan to meet that challenge.

Follow through to get the bang for your training buck

Wednesday, April 21st, 2010
© Jgroup | Dreamstime.com

© Jgroup | Dreamstime.com

One semester in middle school, we had the option of taking a bowling class for gym. And I remember clearly, as my ball headed into the gutter time after time—the instructor kept harping on one thing: “Be sure to follow through.”

Follow through? Why? It never made a lick of sense to me. Once the ball is out of my hands, what difference does it make what my arm does?

Finally I got sick of scoring in the low peanuts every game and thought I’d try it. I let the ball go and allowed my arm to continue in a perfect arc.

I can still hear the sound of that strike.

According to the American Society for Training & Development’s Benchmarking Forum, the average annual expenditure per employee on training was $1424 in 2005 (the last year of complete data). But the most successful and productive companies invest $1616 per employee.

Coincidence? You wish. Training provides the best ROI of any investment you can make in your business, period. But there’s something else those high-performing companies do—they follow through after the training is complete. The best way to get results from your training dollars is to expect and measure immediate application of what is learned. Measurement and celebration of the results from the training program need to start within 24 hours of a session or the application of the learned material drops like a stone.

When you work with a training consultant, make sure they don’t pull up stakes and head for the hills five minutes after the last session is over. Good training ALWAYS includes a specific, detailed follow-up plan—or it’s not training. It’s flushing.

Telling the no-kidding truth for no-kidding results

Tuesday, April 13th, 2010
© Devonyu | Dreamstime.com

© Devonyu | Dreamstime.com

What’s WRONG with you?

When I ask it that way, your defenses probably go up in a heartbeat. Nothing’s wrong with me, you’ll insist, thank you very much. And you’ll have lost a shot at self-improvement.

When it comes to their own problems, people don’t often tell the truth. That’s why people with weight problems keep struggling with their weight and alcoholics keep drinking. They’re rarely telling themselves the truth.

In business, most of the problems we encounter result from not telling the truth about our own problems, preferring to insist that everything’s groovy even in the face of the evidence. We put our energy into deflecting blame instead of finding and asking the questions that can lead to a genuine breakthrough.

If you ask a VERY important question, such as, “Why aren’t we twice the size we are?” there are many potential answers. “We don’t have enough salespeople.” “Our salespeople aren’t skilled.” “Our sales manager isn’t following a solid process.” “There are no consequences for inaction.” “Our marketing is ineffective.” And the list goes on…and on….and on.

All of the answers should be entertained. And once they are, the hard part kicks in. Now, figure out the number one reason and decide to have a breakthrough in that area—no matter what.

Much of the $110 billion spent each year on training is spent chasing solutions to the wrong problems—the result of a dishonest self-assessment.

As with all things, the question is not how much you invest, but whether you are aligning your training with dashboards and other business measurement tools to gauge the results. And the best way to invest that money in the right kind of training is to ask the hard questions up front AND to invite someone outside the management loop—and preferably outside the company—to ask the hard questions as well.

Create Better Results by Revisiting Your Company Values – Video

Thursday, April 8th, 2010
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The core that everything else is based upon is your company values. Revisit the values that you stand for as an organization because as you grow and become better and different, your values change. Do you suppose Bill Gates has the same values today as he did when he was 19 years old starting his first business? No – he’s become much more philanthropic and had to grow as a human being. His values had to change to create better results. There’s always a need to go back and revisit your values.

You don’t have to have the standard values that every company has. Here’s a list of company values my team came up with a few years ago:

  1. Extreme commitment to customer success. Customer satisfaction doesn’t matter. Customer Success is what it’s about. Everything anybody does should be defined by “Does this help the customer succeed more?”
  2. Blue Vase. Watch the video to hear the whole story about the blue vase. Do you ever have people who are really busy telling you why something can’t be done when they could be spending just a little bit more energy to just figure out how to get it done? Blue Vase in our office is code for “I know this is impossible, but figure it out anyway because it needs to get done.”
  3. No excuses. Excuses don’t replace results. Instead of making excuses say, “I blew it. Here is my massive corrective action so that this doesn’t happen again.” Making excuses to cover up mistakes really creates chaos in organizations. As soon as you start allowing excuses, you will see a decrease in your results.
  4. Having and Spreading Fun!
  5. Commitment to personal growth and commitment to professional growth. In order to have an organization that grows, you better have people who are committed to reading and learning. You should read at least one book a month in your profession so you can make yourself better at what you do.
  6. Sense of urgency. One of the most limited resources that we all share is time. People’s time needs to be used effectively.
  7. Positive reinforcement to fellow associates. People always think they don’t get enough appreciation from their manager, but the research show that it’s really from their fellow employees where it matters. So you better have people who are givers and always showing their appreciation for others.

What are some of your company values?

Give yourself a break—for productivity’s sake

Wednesday, March 31st, 2010
© Siart | Dreamstime.com

© Siart | Dreamstime.com

How are you responding to these stressful times?  Feeling frazzled?  Going to bed a little later and getting up a little earlier?  Eating lunch at your desk?

If your intention is to strengthen your job security as layoffs happen all around you—you just might want to reconsider that six-cylinder, 24/7 strategy.  It’s counterproductive.

Overstressed employees are less engaged, less focused, and less vision-driven.  This hurts customer service, which in turn hurts everything.  Stressed employees are also more likely to get sick, lose sleep, and develop dysfunctional behaviors, all of which further hurts productivity.

Martin Luther once said, “I generally pray for two hours every day, except on very busy and demanding days. On those days, I pray three.”

Productivity WINS and the bottom line WINS and quality goes UP when employees are happy, rested, and well cared for.  We need to say, “In normal times, I get seven hours’ sleep each night.  But during busy and demanding weeks, I get eight.” It makes sense, and it works.

Want to improve the quality of your work, boost your productivity, impress the boss?  Become a well-oiled machine, not an overheated engine.  Here’s how:

•  First and foremost, take responsibility for your physical and emotional health.  Get rest, eat right, and exercise.  If you see a frazzled, sleep-deprived face in the mirror, consider it not as a badge of honor but as a failure to maximize your abilities by taking proper care of yourself.

•  Show up fully wherever you are.  When you’re at work, be at work, 100 percent.  When you’re at home, be at home.  Both work and home will benefit from your full attention.

•  Set definite limits on work done at home.  Sometimes bringing work home is unavoidable, and that’s fine.  But when it becomes a norm to work through the evening, you are sapping your energy and reducing your productivity.

•  Share your planned limits with those around you.  If you’ve decided not to work after 7 p.m., tell your wife or husband and the kids.  They’ll hold you to it.

•  Build non-negotiable breaks into your workday.  I’m talking about real breaks.  Eating lunch at your desk does NOT count.  Reading spreadsheets in the break room does NOT count.  Get away and recharge your battery.

•  Learn when to say no.  Over commitment destroys productivity.  Stop seeing it as a virtue.  It’s a failure of personal quality control.

One of the keys to all this is silencing the nagging voice in our heads—the one that says “no pain, no gain,” that tells you working more and harder and longer with fewer breaks and less sleep will make you better and more productive.  It’s NONSENSE. 

Run a car’s engine in high gear for hours and you’ll end up with a pile of junk.  Why would running a human being be any different?