Perspectives – Seeing through the eyes of others

it is all about perspectiveA conversation recently took an interesting turn when it came to a space that had just been remodeled. And by remodeled, it was really only a change in the flooring. The interesting thing about this change was the amount of discussion it generated. For some, the focus was on the floor – by going to a lighter color, the room seemed larger. For others there was discussion about the clash of colors with the existing furniture and the new flooring. Depending upon the perspective, people either really liked the change or really didn’t. It was all a matter of perspective.

Situations like this take place in business every day, only the stakes are much higher. Depending upon the perspective of the people, differences in perspective if not discussed can create conflict in an organization. Creating an environment where people can openly discuss their perspectives can lead to creative and innovative growth in the organization. Is your company culture supportive of discussions about perspectives?

You caught my attention. Now what?

you got my attentionAs I was walking my dog through the nearby university campus, a young man crossed our path. He wore a large hat – almost a foot tall, had a beard, and was wearing a coat and tie. He had a striking resemblance to Abraham Lincoln. My mind immediately went wandering. Was he giving a talk on leadership? Did he intend to dress like Abe Lincoln or was it just a coincidence? And just then he jumped up on a short wall and then right back off. My dog let out one loud bark as if to say: “You got my attention”. And just as fast, he was gone leaving me to wonder.

How often do you grab the attention of others in your business? Are potential customers intrigued by you, but left to wonder now what? How can you translate those moments into business?

Taking the Initiative and Providing Extraordinary Service

Extraordinary ServiceThe other night I was on my way to an informal dinner party. With a few stops on the way, I needed to pick up one item from the store for dinner. The thing was, it was not my regular store and the layout was a bit different. A woman was standing at the front of the aisles helping people find what they needed. I obviously looked like I needed help given I was clearly looking at the overhead signs. She pointed me in the right direction and I came back with my one item. By that time, she had shifted into the mode of directing people into the shortest line. She grabbed me and opened up a lane to help me get through quickly. This was Safeway! I was impressed by how this woman was empowered to get customers what they needed quickly, then quickly checked out and on their way. How are your people empowered to shift priorities and provide extraordinary service to customers?

The Perfect Storm or the Last Straw

perfect storm or last strawI was recently in conversation with a group of folks talking about a business that was struggling financially. One of the folks commented that the company was experiencing a perfect storm of events, the last of which was a downturn in the market. And while the comment seemed to resonate with people in the moment, it wasn’t actually the case. There weren’t several events happening at the same time that caused the issue, rather the market downturn was the last straw.

It is important to understand the difference between a perfect storm and the last straw. In business planning, it is difficult to plan for a perfect storm- it is an unexpected and difficult to predict scenario of multiple independent events that happen at the same time, so developing a response in advance is nearly impossible. The last straw, on the other hand, is possible to plan for if management is actively looking at the company’s risk profile, cost structure and market presence. How are you doing at looking at the risk in your business and avoiding the last straw?

Where do you fall on the cash management spectrum?

cash managementI was on a call recently and the focus was cash, my favorite topic! We were talking about how much is the right amount to have on hand, looking forward at investments in the business, etc. Then, one person said: cash is either focused on in businesses that are in dire straights or high performing businesses. It was a great comment! Companies tend to focus on how much cash is on hand when they are about to run out and manage receipts and disbursements closely. On the other end of the spectrum for a very different reason, cash is managed daily to maximize the cash flow in the business.

I’ve favored the daily cash flow report. If distributed to key managers and key personnel, people become engaged in increasing how much cash is generated in the business. Conversations arise about significant expenditures and how much inventory is needed. I’ve seen people in different parts of the business work more closely together because they understand the interconnections in the business. At the end of the day, everything turns into cash. Where do you fall on the cash management spectrum?

Do you believe?

Do you believe?Over the last few weeks, I’ve had a number of conversations with people about whether it is necessary to believe in and support the products or services that a company provides in order to work there. On one side of the argument, people take the position that as long as you have the skills that the company needs, it makes sense to work there. Fulfillment can come from bringing a perspective the company doesn’t currently have. The other side of the argument is that you must believe in the company’s products or services as a prerequisite to working there. There is an essence of believing that is necessary to really do your best work.

My perspective is aligned with the later. It is that intangible element that makes the difference between high performing and average companies. When people believe in what they do and get satisfaction from providing a good or service that they believe in, the company does better and the people are more satisfied. It is a virtuous cycle because the people and the company are providing a product or service that is valuable to its customers. It is meeting a need that has not been satisfied without it. Ultimately there is alignment between the needs of all the stakeholders. Where do you stand on the continuum?

Is your front line prepared?

is your front line preparedThe street by my house was partially closed to traffic, requiring flaggers to safely direct traffic. No advance warning, just what appeared to be a weeks worth of utility work. While out walking my dog, I spoke with one of the flaggers. He was very friendly and happy to speak with me. The only issue was – no one told him what was going on. He didn’t know the length of the project, and could only guess based on what he saw. He probably received inquiries multiple times during the course of the day given the high traffic area.

Situations like this exist all over the place and your front line is the first window people have into your business. It’s a great opportunity to arm folks with useful information for customers, potential customers or folks that come into contact with your business. You know the difference when you have a great experience with a business versus one that leaves you left wondering. Is your front line prepared?

When was the last time you stopped to smell the roses?

stop to smell the flowers

It was Sunday morning. A stunning 75 degree day with clear, bright blue skies. Summer was in full swing. Brunch was at a large vineyard in the Willamette Valley on the patio overlooking a small, man-made lake. Bees buzzed around the lavender, the sun glistened on the water. What a day! The 5 year-old yellow Labrador thought so too. She ran around with glee, welcoming each visitor as they arrived. After some time, she settled on the bark dust in the middle of the gardens. Just as the gathering was in full swing, she meandered through the lavender, pausing at the single hydrangea plant in the garden. She softly took in the smell of each blossom, pausing longer than she had for anything else all day.

Wow, did she have the idea! After several days of bouncing from one thing to the next, she reminded me about the important things in life. Stop and smell the roses! It is so easy to get swept up in the craze of the day, whether at work or in life. It is so nice to take a step back and appreciate what is around you. When was the last time you stopped to smell the roses?

Are You Signaling?

signaling directionDriving around town lately has been an adventure. There are lots of people visiting to see the stunning sights. There are also lots of people driving around on cell phones or absorbed in other ways and not paying attention. Stopping in the middle of the street, turning left from the right lane across traffic, and slamming on brakes to make a sudden turns have become commonplace. All of these occur without warning or signaling. Aside from being the law, it lets people know what is about to come and safely prepare for to the change that is about to be made.

Signaling isn’t just important in driving, it is critically important in leading an organization. Abrupt changes in direction can create confusion and problems. The purpose of a signal in driving is to catch the attention of those around to say “hey – pay attention, I’m about to change direction.” So, why not apply that same philosophy in leading your organization?

The Platinum Rule

the platinum ruleA friend recently talked about the golden rule in one of his posts – treat others as you would like to be treated. It was a great prompt to talk about what people really want – is it the golden rule or the platinum rule? The platinum rule suggests you treat people as they would want to be treated, not as you would want to be treated. The point being, your preferences may be different than theirs. It requires a deeper understanding of the people you interact with, usually by asking them about their interests and observing their preferences.

On the customer side of the house, I’ve been on both the sending and receiving end of information about what customers want from the business. If done well, the business can draw a closer connection with the customer by understanding their needs and preferences and evolving accordingly. As a customer, there is nothing more frustrating than getting a survey, spending the time to complete it, never hearing anything back and seeing no change in the business. On the flip side, it is fantastic when the company takes the feedback and makes a change for the better.

From an employee perspective, great companies engage people. They understand that having a culture that encourages dialogue and fosters engagement is better for the company and for the people. For some people, regular praise is important. For others, it may be a promotion or a raise. And yet for others, it is actively participating in the direction of the company. By having an active dialogue, the virtuous cycle can emerge where people are excited to come to work every day and make an impact, and as a result the company gets better. Everyone gets what they need.

How are you engaging with your customers? With your people? Do you truly understand what they want and how you can deliver on it?