“How Do You
Now you are
ready. You have your bold, audacious goals well researched, written
out, and communicated with your team. You have the right people in
the right places. You have installed the best systems and
processes. Your products and services are in total alignment with
your goal. And, you have structured the best promotional plan to
support your team’s efforts.
in place, you confidently launch your plan for the year. All goes
A key supplier
shuts down causing a major disruption in your supply chain;
A key team leader
resigns to go to a competitor; or
a new product or service that clients want more than yours;
A major event
upends the market causing a sharp reduction in clients and/or their
ability to buy from you.
shortages constricted the manufacture of cars causing major supply
2. A McDonald’s
president once defected to Burger King.
personal computer, cell phones, and Velcro have restructured
major blizzard and a hurricane caused massive property and
infrastructure damage and power outages.
is a moving target. Innovation occurs daily. Catastrophic events
happen. And people change jobs with no notice. You
have been successful in planning to achieve your goals. How do you
pivot in the face of events beyond your control?
informed of trends, market shifts, competition, and
innovation. You can accomplish this through online groups, trade
associations, publications, and by listening to your people. Shifts
that occur due to innovation happen more slowly than storms,
business closures, and defections. Investigate and plan
strategically to stay ahead of your competitors and to use
innovation for continuous improvement.
empower your people to use their brains. This
includes all team members, not just team leaders. Train and
encourage them to observe, to think, to regularly communicate, and
to be a part of any solution. Creating this inclusive environment
will create a strong team to help you adjust your plan when major
events happen. Plus, you will have team members ready to replace
any defections of key personnel.
claims that their people are the most important component of their
organization. Back that up by providing continuous
training, and empowering your people to
actually be the important part your team…that you claim they
And, that is
today’s Morning Minute.
“How do you
Close your eyes
and imagine winning. Is it scoring a game winning point or crossing
a finish line? Is it meeting your production goals, having your
proposal selected, or getting your contract signed? Is it achieving
your charity’s fund raising goal? Or, losing 25 pounds?
mental picture, winning is simply defined as achieving a stated
goal. The stated goal comes first…then the win. With the win then
comes the celebration!
winning so our happiness endorphins are released into our blood
stream. Our mind remembers that happy feeling. Then our mind tells
our body to do what it takes to win again. However, this
understanding of why we celebrate winning has not always been
understood nor accepted.
After World War
II, most managers ruled like military leaders…top down management.
The boss was a dictator. Workers did what they were told. They were
expected to perform. There was no celebration for doing their
Then, W. Edwards
Deming began teaching that companies should treat employees as
associates, not hired hands. His principles and methods were a
radical departure from those used in American manufacturing. Being
shunned by the American auto industry, Deming took his principles
and methods to Japan. One of his ways of motivating associates was
to celebrate winning in the factories and in the dealerships.
Following Deming’s principles, Japanese auto makers took massive
market share away from American manufacturers.
Americans companies finally adopted Deming’s principles. One of
these was to celebrate hitting their goals. Leaders found out that
by celebrating winning, their associates were happier. Happy
associates then created more happy, loyal customers.
Here is an
example. In a dealership call center, their key performance
indicators (KPIs) are # of calls, appointments made, appointment
shows, and unit sales. These were further broken down into 4 time
segments. Each time segment was required to produce 100 calls, 6
appts made, 4 appt shows, and 2 sales. At Noon, 2pm. 5pm, and 8pm
their performance was posted on the call center bulletin board.
Upon achieving their goals, every agent stopped so they could
congratulate each other. Then the manager announced to all that the
call center had achieved their goal so every team member knew of
their “win.” That is how they celebrated winning.
the more you celebrate winning, the more winning you
will have to celebrate!
And that is
today’s Morning Minute!