Business articles on change, creativity, customer service, leadership, motivation, teamwork, and time management, written by AchieveMax® professional speakers.
GOALS — A simple 5-letter word that genuinely strikes fear, trepidation and loathing in the hearts and minds of millions of people all over the world. The question is WHY?
Studies have forever verified the fact that goal-setting has enhanced levels of productivity, achievement, and profitability for both individuals and organizations alike. Plain and simple! No questions asked!
Why then do so many people fear this most productive process?
Why then don’t more businesses teach, encourage, and support a process that has proven to be so beneficial?
I’ve met CEOs, Ph.D.s, entrepreneurs, and time-tested leaders who, although familiar with the goal-setting process, choose not to take advantage of it.
In fact, extensive national studies all agree that:
Less than 5% of the population set goals!
The vast majority have no goals at all!
Less than 1% of those who do have goals, write them down!
Consider the value here. If you set goals, you have an definite advantage over 95% of the population!
If you write those goals down, programming your subconscious as a keyboard programs a computer, you have a major advantage over those few who do set goals!
The question remains: “Why don’t more people take advantage of the vast benefits provided as a result of utilizing such a simple but powerful strategy?”
Studies have revealed several reasons why people don’t set goals:
People simply don’t understand the importance of goal-setting.
People don’t know how to set goals.
People have a fear of failure.
People have a reluctance to meet expectations.
These reasons obviously outweigh the many benefits provided by the goal-setting process.
Pause for just a moment to take a look at the last year of any aspect of your life … business or personal. I think, if you’re honest, you’ll have to admit that you’ve experienced a great deal of change.
To cope and conquer the challenges of this constant change, successful goal-setting will be essential to both individuals and organizations.
Consider the simple process of strategic planning … in essence, fancy words for goal setting. Doesn’t it make sense to establish a big picture strategic plan for your organization and then follow through by having your middle management level do the same? This plan would reflect the chosen strategy for supporting the larger focus. The front-line staff should then create individual goals describing how they plan to support the corporate focus.
Organizations that have chosen this simplistic multi-level approach to strategic planning have enjoyed tremendous success! Ironically, this productive approach is based on the simple process of goal-setting.
Sadly, far too many businesses and organizations have yet to expose and involve their employees to this essential process. Our “On Your Mark, Get Set, Goal!” program does just that. Call us at 1-800-886-2629 for more information about this powerful program. In fact, set a goal to call us within the next 48 hours!
What do the following Hollywood superstars have in common?
Bill Cosby
Kevin Costner
Robert De Niro
Clark Gable
Whoopi Goldberg
Dustin Hoffman
Bob Hope
Michael Landon
Sophia Loren
Mary Tyler Moore
Ronald Reagan
Burt Reynolds
Tom Selleck
Suzanne Somers
Sylvester Stallone
John Wayne
Marilyn Monroe
ANSWER: They all began their film careers at the bottom as “extras.” They started at the entry level of their chosen field and earned stardom which many would describe as “overnight success.” For the majority of those listed above, that “overnight success” took years and, in some cases, decades. They gained knowledge and experience, sought mentors, learned the rules of the game, and demonstrated perseverance against all odds.
The same scenario has been witnessed in most every field of endeavor … politics, sports, manufacturing, sales, military, finance, technology, health care, and the list goes on. This path to foundational strength is essential for success in today’s very competitive and ever-changing environment. And yet, sadly, it’s seldom discussed, much less encouraged, in high school and/or college classrooms across the country.
By the time an entry-level employee reaches his/her career battlefield today, most employers assume this traditional work ethic is well understood and about to be eagerly executed. Sadly, that seldom, if ever, occurs.
At a time when employment is difficult to secure, far too many applicants are ill-equipped to compete. When can we expect to see the re-emergence of the traditional work ethic that built this great country? I’m afraid it’s going to take a concerted effort by many — parents, teachers, employers, mentors, and leaders in every field. Until that happens, we will continue to struggle.
As we approach another election year, we’re hearing from the current administration and all of the current candidates that they can and will engineer a recovery. I’m not certain the average American is buying this recovery rhetoric … and I certainly can’t blame them. We’ve all been there and heard those promises far too often.
Stocks and corporate profits may be rising and the economy may be expanding a bit. However, far too many Americans feel left behind. The problems remain frustrating … joblessness, home foreclosures, and the growing ranks of the long-term unemployed.
8.7 million people lost their jobs during the recession … think about that number! Sadly, more than 7.3 million are still without work. There are still nearly five job seekers for every job opening.
Washington politicians tell us that it will be years before the economy puts all those folks back to work. That’s probably true if we depend on them to make it happen.
Many, however, have decided to avoid reliance upon empty promises and instead have chosen to engineer their own comeback.
The rules are somewhat simple … the execution a bit more challenging. However, chances for successful outcomes are greater than waiting for others to do the job for you. Take a look …
Comeback Rule #1:
Refuse to die. Those with the character to triumph in the end tend not to allow the indignity of failure to force them down. Those who come back accept disaster, laugh in its face, and crawl to their feet again.
Comeback Rule #2:
Decide to fight. Those who come back have an inner sense of justice that refuses to be violated. They manage their emotions, reminding themselves of where they’ve been and why they’re here, and resolve that nothing will stop them.
Comeback Rule #3:
Get clever. Savvy fighters won’t make the same mistake twice. They accept the hard rules of the real world, analyze how they wound up on their back, and chart a course around the problem. Often as not, they turn trouble to their advantage.
Comeback Rule #4:
Focus, focus, focus! Once you’re on your way, don’t look up and don’t look back. A hundred distractions, doubts, and setbacks will haunt someone recovering from disaster. The true champion rolls with the punches and keeps coming back for more.
Comeback Rule #5:
Enjoy the ride. The reward for those making a comeback is to see their vision come to life in the real world. And they enjoy the deep confidence of one who had fought his way through hell and emerged to see the stars.
There is an old story about a man who sold hot dogs by the roadside. Life was simple and very good for the elder gentlemen.
He was illiterate, so he never read newspapers.
He was hard of hearing, so he never listened to the radio.
His eyes were weak, so he never watched television.
However, enthusiastically, he sold lots of hot dogs. His sales and profit went up. He ordered more meat and got himself a bigger and a better grill. Things were certainly going well.
As his business continued to grow, his son, who had recently graduated from college, joined his father. Then something strange happened.
The son asked, “Dad, aren’t you aware of the great recession that is coming our way?” The father replied, “No, but tell me about it.” The son said, “The international situation is terrible. The domestic is even worse. We should be prepared for the coming bad time.”
The man thought that since his son had been to college, read the papers, and listened to the radio, he ought to know and his advice should not be taken lightly.
So the next day, the father cut down his order for the meat and buns, took down the sign and was no longer enthusiastic. Very soon, fewer and fewer people bothered to stop at his hot dog stand. And his sales started coming down rapidly. The father said to his son, “Son, you were right. We are in the middle of a recession. I am glad you warned me ahead of time.”
This same process is happening to US today. The national media (radio, TV, newspapers, magazines, Internet) reports only the negative for the simple reason that they make more money by doing so. If we allow them to control our dominant thought we downsize, lay off, reduce advertising and training, become less creative, fail to offer service as we should, etc.
This is an interesting concept at a time when we see very successful organizations grow, hire more people, become more creative, increase advertising, marketing and training, enhance customer service, and offer new products and services.
As a result, they prosper at time when we’re told that can’t and won’t happen! You can see examples in most every industry today. The moral of this story SHOULDN’T have to be explained. It’s as plain as the nose on your face! However, it’s quite obvious that far too many CANNOT learn from these positive examples. For those we offer the following:
Many times we confuse intelligence with good judgment.
A person may have high intelligence but poor judgment.
Choose your advisers carefully and use your judgment.
The tragedy is that there are many walking encyclopedias who are living failures.
YOU control your most DOMINANT THOUGHT and you will ALWAYS move in that direction! What is YOUR most DOMINANT THOUGHT at the moment?
In our recent Customer Service Boot Camp Tour, we devoted a great deal of time, energy and focus on critical aspects such as Trigger Events, Cycle of Service, Functional Blindness, Raving Fans, Vigilante Consumers, the Service Triangle, the Knowing-Doing Gap and the importance of Re-framing in today’s competitive, chaotic, and ever-changing business environment.
This year we’ve found a large number of both positive and negative examples to support our many messages. Pause to observe media reports and you’ll gain immeasurable experience and guidance to expedite your journey to success.
For instance, consider the rise and fall of both Blockbuster and Netflix to discover crucial knowledge to benefit your own business.
Blockbuster began in 1985 as a provider of home video and video game rental services.
At its peak in 2009, Blockbuster had up to 60,000 employees in 1,700 Blockbuster stores in the U.S. with locations in 17 countries worldwide.
In 1993, Blockbuster Viacom purchased Blockbuster. Blockbuster separated from Viacom in 2004.
The company filed for bankruptcy in 2010 and was won by satellite television provider Dish Network at auction for $233 million in 2011.
Dish soon announced it would only keep 500 Blockbuster stores open. At its peak, Blockbuster had more than 4,000 stores nationwide.
We continue to see this familiar rise and fall of businesses for a variety of reasons in most every industry.
Some say cable killed Blockbuster. It wasn’t cable that’s hurt Blockbuster; it was NetFlix’s rent movies by mail and RedBox’s rent movies by vending machine. (Can you say no labor costs and low overhead?)
Layer in the fact that in the 1990s late fees represented approximately 50% of net income for Blockbuster, which Blockbuster was ultimately forced to surrender, and you can see why Blockbuster was having serious problems.
What Blockbuster really needs to do is 1) forget the past and 2) re-invent itself for the future. Don’t expect that to happen.
Is the same pattern emerging at Netflix?
Netflix was founded in 1998, offering flat-rate rental-by-mail to U.S. customers. It was originally a single rental service, but the subscription model was one of a few radical ideas Netflix created. Having unlimited due dates and no late fees has worked in a powerful way and now seems obvious (to everyone but Blockbuster).
Netflix has amassed a collection of 100,000 titles and more than 23 million subscribers. Even if Blockbuster were able to catch up to NetFlix in movie rentals by mail, it’s too late.
NetFlix basically announced through its actions that the DVD by mail business will soon be obsolete, and movie delivery by Internet is its new focus.
Something like 60%+ of NetFlix customers watched at least one movie delivered via the Internet in the past 30 days.
NetFlix recently signed a deal to license movies for Internet delivery for a total deal size of $1 billion for a five-year plan. Initially, that sounds like a lot of money until you consider what Netflix has been paying for postage!
Just as Netflix seemed to have total control of the industry, it announced that subscription prices were increasing, some by as much as 60%, a move which led to reported customer backlash, cancellations, less than projected subscriber growth, and a decline in stock price.
This price hike caused 805,000 paid subscribers to jump ship in one quarter …. the biggest exodus in its history!
Netflix announced that it would spin off its popular DVD business under a new brand name, Qwikster, leading to even more customer and market confusion. Netflix reversed the decision less than a month later.
What happens now? Not even Netflix appears to know, although millions of customers and all investors are watching with interest.
Return now to the first paragraph of this article and consider the true application of our focus in our Customer Service Boot Camp! Trigger Events, Cycle of Service, Functional Blindness, Raving Fans, Vigilante Consumers, the Service Triangle, and the Knowing-Doing Gap have all surfaced in this ongoing chronicle of errors by two colossal players in a major industry. They will affect YOU as well … regardless of your size and status.
If the economy is 30% different today than three years ago but your company has only changed by 10%, it doesn’t take a genius to realize that someone is in the process of being left behind. Take steps today to insure your future!
Melanie
L. Drake focuses on the publishing
and marketing sides of the AchieveMax® company.
AchieveMax® professional, motivational speakers
provide custom-designed keynote presentations, seminars, and consulting
services on change management, creativity, customer service, leadership,
project management, stress management, time management, teamwork, and
more. For more information on AchieveMax®
custom-designed seminars and keynote presentations, please call 800-886-2MAX
or fill out our contact form.
Now that we can speed through commercials on our DVRs, many advertisers are frustrated in their battle for our attention. They may have found an answer to that dilemma.
If you’re a frequent flyer, as I am, you are about to become a member of a large “captive audience” that will soon be exposed to more advertising than any other segment of our population!
It’s bad enough that the entire journey from your home or office to your airplane seat is paved with advertising messages … billboards, newspapers, ads in taxis or buses, ticket kiosks, on airport walls and digital screens, in jet ways, and even on baggage carousels.
However, a new wave of unusual target opportunities is now available for advertisers that are assured a captive audience. Consider the fact that we sit there in an environment where cell phones are turned off and we’re pretty much stationary having to focus on visible ads for an average of three hours.
Now that the FAA has approved this campaign, you can very soon expect to see ads on seat pockets, seat backs and tray tables, napkins, flight attendants’ aprons, snack boxes, bulk heads, boarding passes, ticket jackets, in safety videos and even in announcements by the flight crews. Can you imagine hearing: “This seat belt demonstration brought to you by Ford Motor Co.”
Spirit Airlines, AirTran Airways,and Delta Air Lines are three of the first U.S. airlines to take advantage of every inch of in-flight display space to generate ancillary revenue by renting display space to advertisers.
Onboard Media Group has created a system that allows the airline to change ad messages quickly. They’re hoping to reach two million passengers a month on AirTran using this out-of-the-box leap for a broader market.
Delta is already showing Lincoln automobile commercials prior to their pre-flight safety video.
And for a cool $14 million, you can advertise on the exterior of every Spirit Airlines jet.
If that’s too steep, consider plunking down $196,000 for three months of ads on the overhead bins in Spirit’s planes, $119,000 for ads on their tray tables, or $18,500 for ads on, are you ready, their air-sickness bags.
Many marketing experts are warning that this encroachment on the privacy of an already stressed customer segment may very well backfire on both the airlines and the advertisers. We’ll soon see. Until then, this effort is another example of creative thinking by many who have felt the pressure of an ever-changing, chaotic, and competitive marketplace.
Last week was Customer Service Week … an international event devoted to recognizing the importance of customer service and honoring the people who work on the front lines serving and supporting customers.
In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event as well. It’s celebrated annually the first week in October.
Or is it? I saw absolutely no evidence of it in the five states I happened to be traveling in over those seven days!
In past years, I have always tried to provide a blog article during the last week of September to prepare our clients for this special week. In those articles I have shared a variety of advertising, marketing, and celebration activities which can be used in hopes of gaining full advantage of this promotional week.
This year I decided to pass. I wanted to try something a little different by simply observing which organizations might celebrate and utilize this very obvious occasion.
I sadly found nothing … and I can’t blame it on the fact that I happened to be working in an area which simply fell short on their efforts. I happened to be in five different states that week and still saw nothing.
Nothing on television.
Nothing on the radio.
Nothing on the Internet including Facebook, Twitter, etc.
No billboards on the side of the road.
Nothing in my mailbox.
Nothing in the newspapers.
Nothing in any magazine.
No banners in the windows of an store.
No signs inside any store, restaurant, etc.
No Customer Service Week specials being offered.
What happened?
There are actually dozens, maybe even hundreds, of ways that Customer Service Week could have been promoted to increase customer traffic, awareness, sales, image enhancement, etc. And yet … nothing.
Maybe we were all too busy complaining and crying about the economy, rising prices, taxes, government leadership, fair trade, loss of customer loyalty, competition, and the growing number of reasons on which we can blame our declining business results.
Obviously, there’s nothing that can be done about that first week in October of 2011. It’s dead and gone. Far too many missed the opportunity. However, maybe it can serve as a valuable, however costly, lesson for us.
Next year we can rally everyone in the organization in hopes of coming up with new, creative ideas in which to celebrate Customer Service Week … ways which will send a message that we DO, indeed, value and appreciate those who have permitted us to serve them. Let’s let them all know that our doors are always open and that we realize we have no business without them.
It’s time many businesses wake up and realize what it really takes to maintain and grow a business in today’s ever-growing chaotic and competitive business environment. There is no existing success formula that doesn’t include “customer” in some way.
Personally, I don’t think there should be a Customer Service Week! I feel we’d be much more successful if there were only a Customer Service DAY, and we honored and celebrated it 365 days a year!
What did your organization do this year during Customer Service Week?
We’ve been successfully touring the country for quite some time now with our Customer Service Boot Camp. It didn’t take long to recognize a very evident common thread among those organizations that experienced this intensive training event: Few of them actually needed it!
Don’t misunderstand …
Everyone learned a great deal.
They gained new tips, tools, and strategies.
They’ll be much better off for the experience.
They grew as individuals and as organizations.
However, the majority of those who chose to invest their time, energy, and money in this experience were already doing a good job when it comes to serving their customers and clients! That’s so often the case.
Jim Collins, in his best-seller Good to Great, states that “Good is the enemy of Great! The vast majority of companies never become great precisely because they become quite good — and that’s their main problem!”
Those who attended our Customer Service Boot Camp did so because they were focused on attaining that elusive level of GREATNESS! They thirst for knowledge. They strive for C.A.N.I. (Continuous And Never-ending Improvement). There was no cost involved in this program as they viewed it as an investment, which it surely is!
Sadly, those who most need this customer service training are those who did not attend! … as is almost always the case! Their reasons are many but always extremely weak … no money, no time, other projects, etc. None, by the way, is as important as preparing their employees to better serve those who keep them in business.
Think of those many companies, in every industry, that boast that “the customer is our reason for existing,” “the customer is the boss,” or “the customer is always right”! In most cases, it’s nothing more than lip service! Their true challenge lies first in translating these slogans into actions which can convince customers that they are indeed sincere.
Their second challenge lies in getting their customer contact people trained to convey that sincerity to those they serve! These employees are usually the lowest paid people in the organization and almost always the least trained — and yet they are those chosen to face the customer day in and day out! That simply doesn’t make sense!
Consider the fact that a multibillion-dollar fast food operation places its success squarely in the hands of minimum-wage teenagers taking orders, handling money, and delivering the food!
In addition, the image of a multibillion-dollar bank relies on entry-level tellers to handle day-to-day transactions which determine the image of the organization.
Most criticism of multibillion-dollar government agencies are judged largely by the receptionist who answers the phone, greets the customers, answers questions, or transfers the calls … thus setting the tone for any transaction which may follow.
Regardless of job title, education, experience, or position in the organization, the number one task of everyone in the company should always be to attract, satisfy, and preserve customers — this is NOT rocket science. And yet, in today’s very competitive, highly chaotic, environment, very few excel in this critical mission which leads to success for anyone truly focused on the attainment of GREATNESS.
When are those slackers going to wake up, provide the EXPECTATIONS, TRAINING, ACCOUNTABILITY, and CONSEQUENCES that will certainly lead to greater customer service and desired success?
I just don’t get it! I never have! I doubt if I ever will!
From time to time, I find myself blessed with an experience which inspires and enlightens me while renewing my faith in the human spirit. Just such an experience revealed itself to me this morning by way of a phone call from one of our clients.
I have his permission to share this unusual story as long as I don’t reveal the name of the organization … for obvious reasons.
Several months ago, I was asked to present a customized version of our often-requested “Productive Chaos” seminar. Over the years, we’ve presented various versions of this popular program to thousands of clients across a wide variety of industries from coast to coast. However, this request was rather unique.
The majority of previous presentations have been to those in leadership positions at various levels in the organizations we serve. This particular client requested that we share that same relevant content with his frontline staff! Here’s why he felt it was so important to do so.
These are challenging times which call for increased productivity from every level of the organization.
The majority of his frontline staff were not college-educated and had never attended an out-of-town conference of any kind. In fact, many had never received classroom training of any kind, even on the premises.
This group of key employees was very concerned about the state of the business and the deteriorating status of our U.S. economy. In short, morale was low and self-confidence and self-esteem were far from what they should be to inspire the performance needed from this critical support staff.
Our client felt they needed a boost and wanted them to know how important their performance was to the success of the company in these trying times.
Therefore, he scheduled the entire staff to attend this presentation of “Productive Chaos” over several days of continuous sessions.
It’s been a few months now so I was certainly happy to hear from him this morning. In short, he was ecstatic. He rambled on for quite some time sharing the results of his risky decision. When he scheduled the seminar, he was honest in saying he wasn’t certain if the cost burden of training at this point was a wise decision. However, after seeing the results, he no longer uses the terms “cost” nor “burden.” He claims it was one of the best “investments” he’s ever made.
Let me cut to the chase. This is NOT a commercial for employee training. Paraphrasing our client’s feedback, he noted the following:
In the days following the training, he observed an obvious increase in productivity by the majority of his employees.
He observed more and better communication among individuals and departments.
He saw daily evidence of greater morale, better attitude, and enhanced confidence and pride among his employees.
At this point, I would love to tell you that these key outcomes were a direct result of our powerful “Productive Chaos” program content and our unique method of delivery. Sadly, that wasn’t the case.
In further discussion with our client, we agreed on the obvious. His staff differed little from other employees all across the nation today. They were beaten down and frustrated by daily media reports of a nation in demise. They were constantly exposed to reports that the future looks bleak and prospects of a turnaround grow more dismal by the day. In short, they were running out of gas and had little or nothing to look forward to.
Then our client gambled. He sent a subliminal message to his staff that they were indeed important and a crucial key to the company’s future success. The message was clear. They were important. They were needed. They were going to receive training with the expectation that performance and increased productivity would soon follow because their potential excellence was recognized, appreciated and a key ingredient for future success.
They were validated!
Sounds too simple doesn’t it? The results speak for themselves. People today want and need validation. The majority may not even be aware of it. I’ve seen it time and time again. A simple “thank you” or “good job” can make a difference. Eye contact, a smile, or a handshake can and will do wonders. People want to know that they possess value and can contribute in some way. Don’t you DARE underestimate the value of validation.
I don’t care who it may be …. a parent, child, spouse, friend, significant other, neighbor, vendor, client, employee or team member …. the results are the same. You’ll see greater pride, enhanced self esteem, increased performance and productivity, higher morale …. and the list goes on.
I saw it in the faces of those attending the training. They suddenly realized they were important enough to their company to receive training, to spend a day in a classroom increasing their ability and worth, to warrant their boss to bring in an outside speaker just for them. Of course, there were the typical number who didn’t care and refused to take part. There always are … but you don’t focus on those folks. You focus on those who care and appreciate your efforts. And the results cannot be denied.
I recently saw a video which so impressed me that I shared it on our blog. At the time, I honestly thought it was somewhat “corny.” However, 30 seconds into the content, I couldn’t turn it off. In fact I can’t believe I watched it to the end. It shared a very powerful message which should bring a smile to your face, a tear to your eye and inspiration to your spirit. It should be shown to every parent, spouse, teacher, CEO, supervisor, manager, team leader, and team member everywhere. In addition, it should be shared in every classroom in the nation.
Today, with this call from our client, that video content was validated!
It’s worth your time to view it. Who knows, it may lead to the successful outcomes experienced by our courageous client who sent a special message to his staff. Can you spare a few minutes? What are you possibly doing that could be more important. Enjoy and prosper!