Organizations make changes to their services all the time.  But what caught my attention was not the first notification but that I was notified a second time with an email that read “Earlier, you may have received a message from us about our Tweets Application. We could have done a much better job communicating about this change, so we want to clarify what this may mean to you.”  Then the message goes on to explain the changes effective on January 31^st.

I don’t know about you but I LOVE that!   The company made an intentional attempt to correct what they believed to be a service error with its customers.  Now that’s refreshing.

So does this story have any relevance in your company?  If you communicate with your customers, then absolutely!  The skill of a 2^nd try is an intentional one and the following three tips are key to your success:

#1  Read all company communication as your customer.
It’s amazing how easily we can forget the importance of the customer’s perspective.  It’s certainly accidental but a reality nonetheless.  In all customer correspondence develop the discipline of reading it with the customer’s voice – not yours.  So how is this done? We have to ask some questions:  How will our customer read this message? What emotional response will they have? Will they believe we have their best interest in mind?  Will they believe us?  Approaching messages from this perspective changes our approach, and it’s one that makes a difference.

#2 Have the courage to make a “re-do”.
Courage is the key word here.  How often are we as leaders willing to admit we missed the mark in our communication and hit the re-wind button and try again?  When this discipline is in place an important dynamic exists on your team.  Your team sees a leader (or leadership team) who admits not always getting it right.  And more importantly, we communicate that to our customers as well.  In today’s marketplace, customers (and your employees for that matter) are looking for companies who do the right thing.  And occasionally that means first admitting a misstep so the right thing can be done.

#3 There is power in transparency.
Most customers are tired.  They are tired of the constant need to shop for the best price, produce and service.  Competition is tough and when a customer witnesses a moment of transparency a new level of loyalty occurs.  The key for this principle however is when the company chooses to be proactive before the public asks them to.  That’s where LinkedIn scored well.  Their follow-up message came one day after the first one.  What does that mean?  Somewhere, leaders re-evaluated their previous actions and concluded a “do-over” needed to happen.  And they did it.

On January 31^st, I’ll be mindful of the new look on LinkedIn’s page.  And something tells me the folks at LinkedIn are going to ensure I’m informed along the way.  So what about you?  Are there any “2^nd try” moments waiting for you?  Go for it.  Your customers will thank you for it.

So I phoned the hotel when I arrived to schedule a pick up.  The front desk agent promptly replied, “No problem, I’ll contact my manager and he’ll be there shortly.”  To which I replied, “Excuse me?  Did you say your manager would pick me up?”  “Yes,” she said, “when our shuttle driver is busy, our manager takes care of it.”

Now I wasn’t quite sure who the manager was but sure enough, when he arrived, he greeted me as follows: “Welcome to Washington.  My name is Mark Blotz.  Here’s the kicker.  He was the hotel’s general manager!

Wow.  How about that?  The hotel manager takes time out of afternoon to pick up a guest at the airport.  Talk about service!  As we drove to the hotel, he gave me a quick tour of the area, pointing out items of interest.  My Nashville connection made his radio choice (Toby Keith) an interesting conversation topic too.

Now the natural response to this gesture may be easily rationalized.  Of course this hotel manager could pick me up.  The hotel is a small locally-owned property in a smaller city.  This wasn’t the Marriott so naturally, this kindness was possible.

But before we quickly think of the ten reasons why this special kindness doesn’t apply to our world, consider the three benefits Mark gained by taking 30 minutes out of his day.

 #1  You connect with the jobs you oversee.
He was able to actually perform the job he pays someone to do each week at the hotel. It’s that hands-on experience that helps him see the workplace from the employee’s perspective.  Too often, “management” gets so caught up in managing the business they forget what it is like to perform a physical job of the very organization they lead.  So what about you?  Is there a role or task within your workplace you could perform from time to time?  Consider it.  It will open your eyes to a different aspect of your business.

#2 You connect with your direct customer.
Too often, managers in a company get separated from the paying customer.  Yes, he cares about them but the daily demands of meetings, reviewing financials and putting out fires prevents opportunities to interact with the very reason why the organization exists.

#3  You connect with your employees.
As leaders, “Do as I say not as I do” is a mindset that can slowly creep in to our thinking.  It’s not intentional but can become our philosophy if we’re not aware.  A real benefit of the willingness to jump in, push up your sleeves and perform tactical tasks is the connection that occurs with your employee team.  The unspoken message (that your actions speak) is an acknowledgment that “we” are the team instead of a boss/employee dynamic.  It’s these messages that build loyalty and engagement with your team.

Now back to our hotel manager.  Do you know what really made this gesture interesting?  My client session was on customer service.  What better way to demonstrate the meaning of this critical skill?  My experience was a memorable one so it only makes sense to tell you about this hotel.  If your travels ever take you to Kennewick, Washington, consider a stop at the Clover Island Inn.  Who knows, Mark may meet you at the airport!

In our businesses (and well, life for that matter), how do we respond to that question?  If we’re not careful, the real greeting for our customers and friends is simply, “happy year” for there really isn’t anything “new” about it.

So in the spirit of never settling for the status quo, I challenge your thinking and leadership to these three daily strategies that ensure there really is something new about 2012…for both you and your customers.

#1  Fix or at best move the dial on the biggest irritant your customers have.
Most customers put up with a “lot” before abandoning your company.  It’s the little things that become the big things over time that customers can’t tolerate.  So what are those little things – that attention to detail we are missing that will cause your customers to pause, smile and appreciate your service.  How do you know what those little things are?  Ask them.

#2  Forget resolutions. Create action plans.
New years are so often flooded with our wish lists of doing more of this and less of that.  And for most people, February 1^st arrives and we have already drifted from those grandiose ideals. Why?  Resolutions themselves don’t have any teeth.  If I want to reach more customers, I must have a doable action plan (specific goal tied to time, metrics and accountability) to have any hope of growing my business.  We talk a good game in January of most any year.  Without a plan that we keep alive every day in our business those lofty goals gather dust as quickly as your bathroom scales (come on, who on the planet doesn’t have a losing weight goal each year?).

#3 Just do it.
Nike made this phrase famous but in all reality, no truer words exist in business.  Knowing what are going after is critical (ie: fixing out customers’ greatest irritant).  We must have a real plan to get there (ie: more than a resolution).  But without this third step nothing moves.  What does “just do it” really mean?  In the business world it means everyone in your business knows where we are going and their part in getting us there.  That plan, whatever it is, is visible daily to every single person in the organization.  As everyone involved knows his/her part (expectations) and does it (accountability), progress occurs (and we celebrate it).

What will 2012 hold for your business? We want to hear from you!  My goal for you is the word “new” can honestly be said in your world.  Happy NEW Year.  Let’s make it happen.

On a recent trip I met Janet.  My connection through Chicago was taking me to Alaska.  Hers to Hawaii.

She was a friendly woman who made the 2 hour trip literally fly by.  Here is what you need to know about Janet.  She has visited all fifty states and every continent except Antarctica. Oh and she is 79 years old…make that young.

As we chatted I asked her to describe her favorite trip to which she replied, “the one I am on right now.” I loved that.  She went on to say, “ Who knows what is in store for me on this trip!”  She did say there were three memorable sights that have really stood out to her through the years: walking on the Great Wall, the Egyptian pyramids, and the Parthenon.  She said, “ Who would have thought that a gal who grew up in the hills of Virginia would ever see such things.”

Regardless of where you grew up, currently live, or even your age, I think we call learn a thing or two from Janet.

#1 Life is short. Don’t miss out on opportunities that come your way.
Janet didn’t really have a “plan” to see certain parts of the country each year but she said she never missed a chance to experience something new.  For her, that meant joining her son on a business trip or taking her grandchildren to a state park.  She looked for opportunities. Travel might not be on your list of hobbies but what is? Life is too short to wait for “some day” or “when I have time”.  What is that one thing you need to reach out and grab?

#2 Perspective comes with new experiences.
Janet said one of the things she likes the best about her travels has been the opportunity to see other cultures. “It helps broaden my perspective,” she says, “to see more than just my little part of the world.” You know that is true of so many areas of life. Broadening our perspective – on anything – requires an intentional purpose. Without it, we can gradually slip into “our world” and shut out the possibility of anything different, new and possibly better than where we are today.

#3  Grab a souvenir for yourself.
Janet likes to purchase unique souvenirs from the places she visits.  On her trip to Costa Rica she purchased a water color portrait that caught her attention. It was painted by an elderly gentleman in a nursing home there. In Peru, she purchased a blue jade gem she put in a necklace.  Each time she views them, she is flooded by a memory of that unique place and remembers something she learned there. Interesting thought. I wonder how my life would change if I was more intentional in grabbing a “souvenir” from my new experiences – something that will remind me of what I have learned along the way in my own journey.

Janet and I parted ways in Chicago.  I have no doubt she had a ball in Hawaii – her best trip yet. My chat with her on the airplane will definitely be my souvenir on this trip.

What about you? What needs to be added to your list today of possibilities. Make it your best yet!

On Thursday, families will gather (I hope yours will) for a time of food, fellowship, naps, football, parades and perhaps even shopping.  There is just something about November that turns our thoughts toward a time of thanks.

I do hope you will pause this week and think specifically about the blessings in your life.  They are no accident and they certainly don’t come cheap.

As this holiday season begins, I also challenge you to think beyond what you are thankful for to also consider how you may be the reason for another’s thankfulness.

The next four weeks can easily slip through your fingers.  There won’t seem to be enough time to get all your work done, fit in each holiday party and still maintain a balanced life.

So as the holiday season officially begins this week, I encourage you to turn our calendar upside down. Instead of focusing on the busyness of the next 30 days, consider being the source of someone else’s happiness.

And it begins with a water drop.

This may sound odd but consider the following.  At Organization Impact our logo is the ripple effect.  Solutions begin with one person. A change in my thinking impacts my behavior. My behavior creates influence and inspiration to others to in turn, change their behavior.  As group thinking and behavior change, the organization changes, improves and grows.

We know that one person can make a positive difference by one simple act.  And that impact creates a ripple. While our focus is helping organizations create results through its people, the same truth applies in our everyday lives.

The person you show kindness to can do the same. And so on and so on.  It’s how positive energy is created. It’s how a spirit of thankfulness is created. And it’s how you make a difference.

For every person you encounter this week remember he has a story. You may be the only person who thanks him, smiles at him or even acknowledges him.

After all, we celebrate this week with a holiday called Thanksgiving. Wouldn’t it be something if the next 30 days could also be described as giving thanks too? It can start with me and it can start with you.

Happy Thanksgiving from Organization Impact.  Wishing you a wonderful week.

As more details are revealed, a number of leaders at Penn State are being faced with legal and media inquiries.  At the time of this article 4 employees have either resigned or have terminated due to the Sandusky allegations.

Coach Joe Paterno is perhaps the figure who has received the most media attention following his termination late last week. According to the timeline, Paterno was informed by then grad student Mike McQueary that Sandusky had been observed engaging in inappropriate behavior in the locker room with a young boy.

Questions continue to surface investigating how concerns of this significant nature remained under the radar and furthermore, never brought a formal investigation or possible disciplinary action.  Reports were allegedly made, and with that, management responsibility had been fulfilled.  Therein lies the problem.

Fingers are pointing across the organization with each claiming he or she fulfilled their obligation. However, the problem was not addressed which allowed it to continue and has resulted to the media frenzy and legal drama we are experiencing now – not to mentioned a number of now young adults caught in the cross-fire.

Before we so easily sit back and judge the individuals involved in this situation, I believe it is important to admit that this scenario is possible in any organization.  While the criminal allegations involved at Penn State are egregious, the lack of accountability is possible anywhere if not kept in check.

The following three principles are important to follow tenaciously in any organization. How does yours measure up?

#1  Ownership has legs and feet…and a name.
Every player on your team owns something. And he or she has the opportunity to be rewarded or face the consequences based on the performance of the tasks he/she is responsible for.  It is a given that your company must create a great product or service. However, the secret weapon to create or deliver that service lies in the people and processes who create those goods and services. The ability of your team to execute well its operational processes and new idea generation is the real driver of your success. What does that mean? Succinct and attainable goals are set for every endeavor. Clear roles and responsibilities are understood by all involved. Milestones are an integral part of momentum and progress. And an agreed-upon process is in place to address performance issues with the task owners within your team.

#2  Who dropped the ball? is not the first question we ask when things go wrong.
Unfortunately this question is rarely asked in private. It typically surfaces in a meeting as participants move to their battle positions (figuratively and perhaps literally) and commence to finger-pointing. The truth is, clearly defined roles and responsibilities along with a clear project plan will prevent the firing range scenario that often occurs. Mistakes will be made (we’re human) but monitoring a project with regular status updates will create a dynamic that ensures each player is doing his or her part. And when they don’t, it can be addressed, corrected and moved on.

#3 Problem solving addresses root causes not symptoms.
What are symptoms? They are the workplace issues we continue to tackle time and time again but never really solve. How do you know what they are? They keep recurring. It may be a system error that we continue to band-aid instead of completely fix.  Or they have names in your organization. They are the individuals others describe as, “Well, that’s just Larry. He’s been here 20 years and he’ll probably never change.” Yet Larry remains gainfully employed. My apologies to the “Larry’s” of the world.  We needed an example!  Specific problem behavior must be addressed. Provide the tools and resources to help the individual improve. But you must draw a line in the sand. If the aptitude or attitude is insufficient, you must make the difficult decision. Symptoms rarely improve. In fact, they typically create bigger problems.

I wonder how well these three principles are defined at Penn State? I suspect they are being discussed in one way or another with rigor as this investigation continues.

Perhaps as you are reading this article you realize this is a gap in your organization’s leadership execution. You are not alone. Accountability is one of the toughest disciplines to define and sustain for most companies. These three principles are the starting point but the truth is, a whole paradigm shift is required to truly create a culture of accountability.

And we can help. Our workshop, “Stop Passing the Buck! Using Accountability that Creates Results” can help you create an organization that effectively deals with the finger pointing that typically takes place when something goes wrong. Give us a shout if you would like to chat more about improving this discipline and skill with your team.

The world waits to see what the outcome will be for Sedusky and the others involved in this case. Let’s not pass up the opportunity to learn from this incident. After all, doesn’t everyone want to control how and why their company ends up in the headlines? I’m sure Penn State would.

With that said, the past few days (72 to be exact), a particular reality-tv story has made the headlines not once but twice. We saw this young lady get married in a true Hollywood glitz style and a mere 72 days later, the headline of divorce filled the airwaves.

I don’t really know much about this Kardashian sibling. I do know she has celebrity parents and there is a reality show that follows her family; but beyond that I don’t really know much about her as a person.

What I have learned this past week is how media is questioning the motives behind her high-profile marriage and equally publicized divorce. Reporters want to know: was the marriage and divorce staged – or in other words, a mere publicity stunt?

I don’t know the answer to this question but I believe it raises an even more important one with anyone who fills a leadership role.

At the end of the day does your team trust your motives?  Not sure? Consider these three important truths to keep top of mind:

#1 No one on your team can read your mind.
Your intent may be for the greater good for your team. You intent may be to help the team succeed.  But guess what – your team will judge that intent but what they see you do and hear you say. For Kardashian, no one knows whether her marriage are divorce were for true love or media notoriety. But viewers are simply piecing the facts together (her actions) to make a judgment on her intent.  Right or wrong, it’s how she will be judged.

#2 The relationship of time and performance are directly linked.
The more time you spend with your team the more opportunities you have to prove your performance with them.  Over time they will determine if you are the kind of leader who does what he says.  They will determine if you are leading them toward success. And they will determine if they trust you.  This equation works both ways too. Over time, with missed expectations, their conclusions will likely not be in your favor.  Time is on your side. Kardashian had 72 days. Use yours wisely.

#3 One on one interactions can’t be replaced.
Our third point is linked to the truths mentioned above. Not only does your team (collectively) need to see progress and interaction, but the individual team members as well. Personal interaction helps your team answer that important question – can I trust you? When trust is high, your motives are not questioned and that level of trust can only be developed one relationship at a time. For Kardashian, she will likely focus on those people closest to her to help them understand her perspective on the public rumor mill. And the public will probably hear from those speaking on her behalf soon. The public doesn’t really know her and will make their conclusions based on reasons #1 and #2 in our blog. You have the advantage – your team knows you.  Don’t miss that opportunity!

As we wrap up this week’s post, think about this last question. What if your actions for the past 72 days became a part of the media?  Would your team question a decision or action you made today because it differs so greatly from what they experienced 72 days ago?

I guess reality tv isn’t always all it’s cracked up to be. Aren’t you glad your reality lives within your workplace and not the headlines? Make your next 72 days count.

For the 11th time in franchise history, the St. Louis Cardinals are the 2011 World Series Champions, defeating the Texas Rangers in the 9th inning of the 7th game between the two teams. You can read the news story here.

It’s funny, but Game 7 isn’t really the story everyone is still talking about (although the game was exciting).  It’s Game 6 that is still creating a buzz.  Why?  Well, consider the facts.

The Cardinals were one strike from elimination not once but twice, and rallied to beat the Rangers 10-9 on David Freese’s home run in the 11th inning.  That performance forced the Word Series into Game 7 for the first time since 2002.

For baseball fans, it’s the kind of game you can’t get enough of.  And I suspect even for those out there who don’t relish the sport, the anticipation created by “sudden death” (twice) is exciting on at least some level.

Sports commentator Bob Costas sums it up, “There are other all-time great games that have been played well from top to bottom.  Part of what made this compelling is the gaffes, followed by heroics – by the same guys.”

Many will talk about the athleticism, team stats and heroics of the game.  I think we can also glean a few leadership lessons.  Consider these three truths:

#1 Perseverance pays off
No one predicted the Redbirds would even make it to the series.  But they did.  And no one thought the Series would build to an exciting 7th game finale. But it did.  The Cards did it.  They didn’t give up. They kept focusing on the basics – hitting the ball when they had the chance and catching it when the other team hit it. It took time (11 innings in Game 6 to be exact), but they did it. The same is true for your team – regardless of your goals or competition.  As leader, how are you encouraging your team to continue to move forward?   What does perseverance look like?  What is your “Game 6” moment?

#2 Excitement draws fans
The baseball term “full count” took on new meaning in Game 6.  On two separate occasions the Cards had two outs and the batter at the plate was at the final pitch moment: 3 balls and 2 strikes.  The next pitch would determine the outcome of the game. As the drama and suspense unfolded Thursday night, the Cards rallied and pulled out a victory.  Our living room was filled with suspense as we waited for those final pitches.  I can only imagine what it really felt like at the stadium.  The excitement of the game drew fans’ support.  They waited in anticipation to see the outcome. What about your team? Is there an excitement in your activities – that anticipation of action and progress? That energy is an important motivator for your team as well as everyone else (potential fans) your employees come in contact with.

#3 Every player is critical
Every player gets a time at bat –that’s the rule whether you’re watching a Little League game or the World Series.   The opportunity to score is everyone’s responsibility.  And when it’s time to be in the outfield, the same rules apply.  Beginning with the pitcher, every player is charged with the same task – don’t allow the other team to score.  Without every player doing his part, the other team is likely to win.  Back in the workplace, the same is true.  Does everyone on your team understand his/her role in the team and more importantly, are they accountable for that performance?  In business, it’s that critical distinction that separates you from your competition.

The Series is over.  A new winner has been added to the famed World Series roster.  And guess what, in just a few short months the Cardinals (along with every other baseball team) will focus on the next season and World Series title.  And isn’t that true of your business team?  It’s another Monday.  How is your team focused to win this week?  Play ball!

And that’s where this week’s blog finds us.

This past weekend I joined some friends and we visited Ring Farm in Columbia, TN.  If you’ve never visited a farm like this, you really are missing out.  This farm had the traditional corn maze (which you really need to navigate after dark), hayrides, hot cider, bonfires  and a huge play area.

Needless to say, we did it all.  But I must admit, the highlight for me was the play area.  This farm had two long slides made from  oversized tubing.  Riders grabbed a potato sack, climbed the ladder then take off down the long chute.

Now, to “really” make the slide experience count, you have to scream as you race down the tunnel.  And then, in addition to the sliding on your bottom, you mix it up and slide head first, on your belly and every other pose you can create.

I heard one of my friends say, “You know, I get tired of being a grown up all the time. I just want to be a kid sometimes!”  And you know what, she’s right.  The same can be said of your employees.

Your workplace may not have a Wii™ in the break room, but there is still a need to ensure “fun” is a part of the company.  Fun provides
a mental and physical break from the tasks in hand.  Many people find that they return to work after a break with much more vitality, energy and enthusiasm. The more they can play and relieve stress, the harder and more efficiently they’ll work. And let’s face it, in today’s stressful environments, we need ways to increase focus and energy toward our goals.

So, how do you know if you have created a fun workplace? How do you answer these six questions:

1. Your employees have flexibility and input in how their work is accomplished
2. Your team enjoys spending time together – on and off the clock
3. Your team spends time reflecting on how to improve the workplace
4. People are rewarded for good behavior in many different ways
5. Failure is an option.  It means we are pursuing new ideas and growth.
6. Some days just call for ice cream and the Hokey Pokey™

So how do you rate? Can you answer “yes” to these questions?  And what other questions can you add to the list?  We want to hear from you!

And what if you had to say “no” to some of these questions?  It’s not too late to go find that pumpkin patch.  You may be surprised and really enjoy being a kid for the afternoon.  I promise, if you do, your employees will thank you for it.

Happy Fall!

The funeral was probably one of the sweetest funerals I have ever attended.  Three of her grandsons shared memories of “grandma” and she had even been taped singing some of her  favorite songs which were also played at the funeral.  As the sister of my grandmother, I could certainly relate to the stories and enjoyed the chance to see many, many cousins and family.

So what is the leadership lesson here?  Think about those 75 descendants:  7 children, 19 grandchildren, 44 great-grandchildren and 5 great-great grandchildren.  All of whom are still living, by the way.

What impact did this woman have on others?  Simply ask her family and you will quickly learn the strength of her legacy.  And that is a lesson I believe we can all learn.  Think about these three truths:

#1  A strong legacy isn’t restricted to job title. To my knowledge, my great aunt never worked outside the home; but she certainly wore the job titles supervisor, manager and director in a house of 7 kids.  The truth is everyone – every day – is creating a legacy of some kind and it has nothing to do with your job title.   You –regardless of what is printed on your business card – have a circle of influence.  And simply because of that influence, you have the opportunity every day to build a positive, helpful and meaningful legacy through your actions and words.

#2 Your legacy is created primarily through relationships.
At the funeral, story after story was shared about how my aunt cared for and interacted with her family and those in the community.  I know she always made time to talk to me and hug my neck when I saw her.  No one mentioned her possessions or donations made to her church or other charities.  The time was spent on her relationships.  And in our workplace, the same is also true.  Those you interact with every day will  remember the times you paused in your busy day and gave your undivided attention.  They remember that you are a person of your word.  Chances are they will never remember how many promotions you received or any awards you received. But they will remember how you treated them and that creates a long-lasting memory.

#3 Your legacy isn’t restricted by age.
My great aunt lived a full 93 years and she saw many changes in her long life.  She experienced nine decades and just imagine the experiences  that came from being a little girl in the 1920’s to the technology age of the 2000’s.  Her legacy was built in each decade and yours is too.  In your career you may only spend 2 years in a certain company.  So what will your  legacy be in those short 24 months?  And who knows, your career may span 20 years in one organization.  How will those years contribute to your legacy?  Age really has nothing to do with it.  A twenty-something and fifty-something have the same opportunity to make a difference.

You would have liked my great aunt.  She lived a good life and made a difference in the lives of her family.  So what about you?  Legacy.  Making a difference.  Impacting others.  What is your story?  I know I’m challenged.  Won’t you join me?