The Strategy Guy's Blog

December 7, 2009

Save the last dance for me..

Filed under: Inspiration, Mentoring — Tags: — A Strategy Guy @ 10:30 AM

Do you remember being a small child & standing on your fathers toes? Do you remember looking up at that all impressive image of a man, asking him to shuffle his feet and dance with you? On a Monday, that was the 23rd of November this year, I danced my last dance with my father.

This isn’t your typical post to be found on this blog, but it’s one I need to write today. Through it, in addition to some own self healing for myself, I hope that it will help others better understand some of the underlying issues that effect us all, as well as our colleagues, at work, at play and everywhere we encounter human beings.

I’ve long contested that we are animals of emotions, that’s a fact, regardless of whether we want to admit it or not. The lessons from “Save the last dance for me” will one day be an entire chapter in the book that many keep inspiring me to write, but for now, it’s a simple recant of my last journey home.. to say goodbye to dad.

My father is dying from prostate cancer, ready to leave our world any day now. For several years he’s been battling his cancerous illness, and how he’s made it this far still baffles the doctors that look after him. They say that he should have been gone weeks, or even months ago, but with every hospital interment, something inside of him becomes stronger than the grim reaper that tries to take him from us. A few nights ago my mother, brother & I reached a final stage that I don’t wish upon anyone, the stage at which someone asks you to decide whether or not to follow medical advice, and put an end to the dialysis which has been a 3 times per week routine for my family, necessary to keep him alive. On Thursday he had another episode, and convulsions of what is rotting from within were evidence that he has reached the final stages where there is nothing left to do. At 82, now bed ridden and mainly unconscious, my concern now extends to my mother, who at the young age of 77, can hardly keep the promise she made long ago. “Whilst the other is alive, there wont be a nursing home for either”.

My father is the youngest of 8 siblings, all of them girls. Most of them have now passed away themselves, with one sole survivor, I believe the eldest, which will yet again watch another one go from our midst. Coming from a modest background, he always tried to teach me critical lessons of life which I often did not heed, and ironically, the most frequent of which led to one of the most challenging moments in my life more recently.

My dad was “old school”, raised by what most would describe as a “less than loving environment”. It’s sad to see generation after generation inflict such pain on themselves, both emotional as well as physical, only in the name of “not knowing any better”. For me, my generation was the breaking point, a generation in which my brother & I said “enough” and tried to change our environment for the sake of ourselves, as much as everyone around us, and for our own generations to come. Tears welled up from inside on Friday November 20th, sitting at an outdoor café on the outskirts of Lisbon, when my brother recounted the most recent flashback which he obviously needed to speak out-loud. My father has always had large hands, it’s a family characteristic, and my brother used to fear those large fists that would beat on him for reasons that modern parenting would find uncomprehendable. This time, many many years since he had last laid a hand on anyone, the flashback was triggered by my father’s frail outreached hand, seeking assistance to stand-up out of the taxi that transported him home from his last hospital stay. The hand that used to punish, now needed an act of empathy & support.

When I last saw my dad a few weeks ago, he could barely sit upright, but still had enough strength to raise his now fragile hands to reach out and hold mine. His body no longer had the energy to heat itself, and so he sought comfort from the warmth of mine. This is what everything had come down to, the tender touch that for so many years I had craved, now came as a consequence of desperation, and all I could think of was.. “what emotional turmoil was eating him up inside?” What emotional pain, which had lived within him for most of his adult life, and that is most likely much more cancerous than any disease that can be treated with medication?  You see, I realized a few years ago, thanks to the beautiful energy of my dear & loving wife Maria, that his violence was not that of a “bad man”, but that of a “frightened one”.

Since meeting Maria in the spring of 2006, I’ve again learned many valuable lessons, which have consequently given me yet another rebirth in what can be considered “quite an eventful life”. I’d have to say that the most significant one to-date has been understand the concept of “forgiving without condoning the act”. This has been a great gift, and brought with it relief from a weight on my soul, allowing me a few years ago to finally be at peace with my father after so many years of discomfort.

Self admittedly, I can be very judgmental, something I am able to better control in my professional life than in my personal one. For as long as I can remember since my late teens, all I could feel was anger and resentment toward the man, that whilst providing for his family, also inflicted much pain. I was fortunate, or maybe not depending on your viewpoint, as by my 14th birthday the physical pain which my brother and mother had been subjected to for so many years, was now transitioning into more of an emotional bargaining chip. It would take me almost 28 years to understand that my father was simply a victim of his on circumstances, upbringing, and internal daemons, fed by his inner fears & complexes of inferiority. That was the true “cancer” eating away from within long before the one that now draws an end to his daily breath. How can people create such pain for themselves? Why are we so often ignorant to how our own internal fears allow us to live such unproductive lives? I recently read a quote by from a Mary Oliver poem that reflects “are you breathing just a little and calling it a life?” It is reflections like this, that want me to breath lots of life into every breath that I breath!

Plato once wrote “We can easily forgive a child who is afraid of the dark. The real tragedy of life is when men are afraid of the light.” Maslow used to say that “the human is a wanting animal  and rarely reaches a state of complete satisfaction for a short period of time”. Are these the things that drove him “insane”? I know that in my own short 45 years I have had to learn to deal with this heritage handed down. Some may call it a curse, but through my own development, I have actually found the blessing in overcoming what traditionally holds us back from self-actualization.

What was he trying to prove, or reach? A man that once served King Juan Carlos I of Spain whilst he was exiled in Portugal, (yes.. that’s who influenced the name that would be bestowed upon me at birth) my father was also a “tailor to the stars” back in the mid to late 60’s, a status that would again be bestowed upon him many years later in Philadelphia upon the occasion of tailoring some outfits for Bill Cosby. What was the pain that this man held so deep inside of him? That ate away at his very heart? I do believe that my father loved us dearly, but unfortunately, he just didn’t know how to express that love, and in turn, his frustration resulted in sour and unfortunate outcomes. I truly believe that words & acts, which on the outside were of harsh criticism, were simple and frustrated expressions which he unfortunately couldn’t articulate in more empathetic tones.

How many of us leave things unsaid? How many of us allow an argument to go unresolved? How would you feel if the last words you spoke to someone, or the last emotions you felt, were to become the last remaining exchange with that person for eternity?

I’ve been fortunate to be able to leverage allot of my own self discovery toward my work. This for me is a beautiful thing, because it means that I have a greater opportunity to live more consistently “on purpose”. Think of your average workday.. or work week.. would you agree that on average, over the course of a year, you spend more time with your colleagues at work than you do with the ones you love most? How are your relationships at work? And more importantly.. how are your relationships at home? How have you expressed your true sentiments? Towards others, as well as yourself?

In-between the Friday that I arrived & the Monday that I departed to return back to my “now home” of Barcelona, I spent yet another magical weekend with my two boys, Joni 17 & Riki 13. A weekend which included speaking to their teachers to discover how I could better help the evolution. A weekend that was full of simple adventures & shared experiences! A divorce back in 96/97 has conditioned the time that I have been physically present, a fact in itself that often haunts me, and that I deal with the best I can. I consider myself fortunate to have a very special relationship with Joni & Riki! They are indeed my greatest pride & joy, along with my relationship with Maria, and I take necessary measures to ensure that I educate them, through dialogue, as to “the ways of the world”, sharing with them every facet of my own life, fears & mistakes, hoping that they can find their own way in the world, with less turmoil than I. That is another thing that I hold dear from my father’s lessons.. “that it is our obligation to ensure the success of the next generation”. I had to figure most of that out for myself, inspired by others who would come into my life’s journey.

On the Monday that I departed Lisbon, the morning of November 23rd, my father wanted to walk around the small apartment he & my mother share. My mom’s patience was wearing thin, weighed & burdened from abuses which have left her scarred,  her frail form didn’t permit her to lend him a helping hand. My father insisted that I keep tapping away at the keyboard, insistent as always that work is more important than anything else. As I look across the room at this now shell of a man.. that I once imagined all empowering.. I stopped tapping on my keys.. and I made the rest of the world wait!

Lifting his remaining 54 kilo frame off the lounge, all I could feel, as I placed my arms around him, were bones protruding from his skin. There was little physical presence of this man I call my father, and so that morning.. we danced.. this time his feet on mine.. we danced our last dance…

October 12, 2009

Are you an engaging leader?

“More than 9 in 10 Employees Are Disengaged When Organizations Don’t Implement Change Well”, the key word here being “disengaged”, which directly points to the engagement process.

Harvard Business Schools Press’s Executing Your Strategy by Morgan, Levitt & Malek points to 90% of successful strategies “on paper”, so throughout all of the ones that don’t even pass this pre-qualifier, still fail to reach successful conclusion! Success to them, and to me, is completion through transition into your operation and thus impacting the results of your company. What I’ve seen over the past 25 years as the #1 source of this breakdown, is the engagement process!

My solution to this dilemma is a rather simple process, which given the nature and emotional intelligence of humans, makes for an interesting journey. :-)

- First; ensure that you properly cover every stage of the I.N.V.E.S.T. model by investing in your strategy!
- Second; get the right people on your bus and in the right seats by leveraging the ghSmart Top Grading methodology
- Third; get everyone literally on the same page with a One-Page Strategic Plan
- Fourth; Stop, Look, Listen & Act through rhythmic processes & incorporate behavioral kinetics to ensure sustained or increased performance as ever changing job demands affect your teams performance
- Fifth; ensure you’ve got a Continuous Improvement Cycle built into you organization to measure (1) reaction to what’s going on, (2) learning related to increased knowledge or capability, (3) behavior & capability improvement impacting (4) results, or the effect on your business.

You can encompass all of these tools and get critical key-stakeholder buy-in through a Strategic Alignment & Planning Session process. The art of execution is always more important than the brilliance of the thought, and people will do something, including changing their behavior, if only it can be demonstrated that doing so is in their own best interests as defined by their own core values. As Joel Baker so eloquently summarizes it, “vision without action is merely a dream, action without vision merely passes time, but vision with action can change the world!”

Are you ready to change your world? Are you an engaging leader?

October 4, 2009

Customer Service 2.0.. Where’s the service? Update!! Part 2

OK, I’m a fair enough guy and whether in response to my added pressure, or a coincidence because they were about to get back to me, the fact is that, as you can see by the screen grab of my Tweetdeck just a few moments ago, the folks over at EasyJetCare do seem to be working on their Customer Service.

ScreenHunter_01 Oct. 04 12.52

So now I’ll follow their instructions, I’ll look forward to seeing my money refunded, I’ll be interested to understand what measures they’re taking based on their improved customer service strategies, and I hope that what was a convenient & economical airline, can transform itself past the growing pains and into a Customer Service reference!

YES, I’m always full of hope!

October 3, 2009

Customer Service 2.0.. Where’s the service?

Do you remember the mid 80’s classic TV commercial from Wendy’s, the US fast-food chain, “Where’s the beef”? For more detailed information here is the Wikipedia link to this marketing mastery.

Before I go any further, let me set the boundaries for this blog post. I want to raise my concerns on (A) the basic execution and principles of Customer Service, as well as (B) unmask some of the Social Media strategies & hype that seem to be driving everyone onto the 2.0 bandwagon.

Having spent the first ¾ of my career improving customer service & retention at organizations such as Reuters (now Thomson Reuters), Sun Microsystems & Hewlett Packard, I consider myself credibly qualified to speak on this topic. Being married to the Social Media “wiz”, Maria Sipka, founder & CEO behind the first Social Network Marketplace, Linqia.com, to give power & voice to community groups through their leaders/influencers, and having facilitated various Social Media strategy kick-off sessions around the world in the past 3 years, I’d also consider myself pretty up-to-speed to talk about this topic. Lastly, as a Master Strategic Alignment, Planning & Executing Your Strategy facilitator on assignments around the world, I’ve seen enough to distinguish between authentic strategies (of any kind) & hype.

Let me take you back to Thursday morning as my son & I are about to board an Easyjet flight from Barcelona to London. (1) My time is precious, and so I justified the extra 10 to 16 euro, per head, expenses for Speedy Boarding to ensure I’d have a comfortable enough seat that I could work from during the +2h flight. (2) That the gate changed at the last minute, and that the flight was delayed by approximately 20 minutes, neither surprised nor really inconvenienced me, however, (3) getting put on a bus, being told to stand at the wrong door of that bus to try & beat the mad scramble for “proper seats”, did bother me. (4) Finally walking onto the plane after at least another 30 passengers without Speedy Boarding, asking the steward for his customer complaints registry, and being told to go on-line on their website after I land REALLY bothered me. (5) And having twittered my negative experience before even taking off, linking my broadcast to my LinkedIn & Facebook profile, Easyjet’s social media customer service @easyjetcare outreach over twitter by the time I landed in London temporarily had my hopes raised of seeing my precious euros recovered. (6) Unfortunately, little more than 48h after having landed, and following up on the outreach by @easyjetcare, my hopes are once again dashed by the lack of response. (7) This experience makes it worthwhile for me to invest 30 more minutes and write this post.

In referencing point (4) above, I invite anyone here to go onto www.easyjet.com and tell me how long it takes you to figure out where the customer service area is. I gave up, but here is a tip.. Don’t Make Me Think! Guys (!!!) my time is precious, it’s expensive and that’s why I justified the Speedy Boarding fee in the first place!

So is Easyjet just one more company that has jumped on the Customer Service 2.0 bandwagon to publicize how much they care through their investment in web 2.0 technologies & strategies, but fail to act on their “stated intentions”?

This has me reflect how in recent Social Media strategy kick-off sessions I’ve struggled as clients don’t seem to understand that social media is just a tool, a means to facilitate an experience, and therefore you still have to do the old world basics of “listen first”, and than “act in accordance”. The rest is just hype!

That’s my “moral of the story” for Customer Service, Retention, or whatever you want to call it this week, just three easy steps; (1) STOP, (2) LOOK & LISTEN, and then (3) ACT IN ACCORDANCE. The rest, “strategy”, is just the means by which you go about reaching your desired outcome. Come on, let’s get off our high horse and un-mystify what every consultant from east to west will have you believe in order to justify their fees. A “strategy” is no more, and no less, than “a series of steps, actions or activities, strung together, with the purpose of achieving a previously contemplated outcome”. That’s it! Just like going to the supermarket to get that bottle of milk, string a bunch of activities together, this by now is 2nd nature ONLY because you’ve done it so many times.

What’s my “moral of the story” for Social Media strategies? It’s just a tool! Stop freaking out & forget the hype! Do what you always did successfully, if you can remember that far back, and just do it within a new dynamic. Sure there are different ways of approaching your audience, and any error can be magnified infinitely (and yadda, yadda, yadda), but it’s still the old basic principle of supply & demand. Your audience has a need, you have a solution, and social media empowers, enhances & facilitates the dialogue. Notice I didn’t say “monologue”, which means you have to be courageous enough to have a bi-directional conversation, forcing you to (1) STOP, (2) LOOK & LISTEN, and then (3) ACT IN ACCORDANCE.

So back to the beginning, and to my “friends” @easyjetcare, “where’s the service?” All I want is a refund of my Speedy Boarding fee (x2 for my son & I) which YOU royally stuffed up. I paid for a service that I didn’t get, and so I think that my request is only fair. Stay tuned to see how my return trip to Barcelona goes on Monday evening.

To anyone else out there in cyberspace contemplating customer service, customer retention, or about to spend thousands, if not millions (and I’ve seen them spent on multiple occasions), on social media consultants & technologies, please pay attention to the basics first! (1) STOP, (2) LOOK & LISTEN, and then (3) ACT IN ACCORDANCE.

Thoughts anyone?

August 24, 2009

“Multitasking is a myth” – Why your team isn’t delivering results!

Filed under: Clients, Focus — Tags: , , , , , , , — A Strategy Guy @ 6:12 PM

Lately, I’ve been bombarded with new clients facing challenges in better understanding the performance (or lack there of) issues they seem to be having with their teams. 9 out of the 10 cases I examined, on the surface at least, seem to be simple cases of focus & concentration on what’s important to drive results. This afternoon, as yet another client complained of the distracting chatter between colleagues in the background, I pointed them to a NYTimes.com article I read a few months ago entitled Ear Plugs to Lasers – The Science of Concentration.

In it, there are fabulous & easy to immediately implement words, or practices, of wisdom. Here’s my highlight (found close to the end of the article) ; She (Winifred Gallagher) recommends starting your work day concentrating on your most important task for 90 minutes. At that point your prefrontal cortex probably needs a rest, and you can answer e-mail, return phone calls and sip caffeine (which does help attention) before focusing again. But until that first break, don’t get distracted by anything else, because it can take the brain 20 minutes to do the equivalent of rebooting after an interruption.

“Multitasking is a myth,” Ms. Gallagher said. “You cannot do two things at once. The mechanism of attention is selection: it’s either this or it’s that.” She points to calculations that the typical person’s brain can process 173 billion bits of information over the course of a lifetime. “People don’t understand that attention is a finite resource, like money,” she said.

Pretty simple common sense, no? Imagine your brain going through a reboot cycle for 20 minutes at a time, several times a day! So next time you walk around the office wondering why your teams are missing their targets, maybe it’s not that the targets aren’t realistic, but rather that between the “n” mobile phone text messages, Skype chatter/alerts, and endless dialogue about everything under the sun, no one is really focused on the most important task at hand. Asking themselves; what significant thing can I do in the next 90 minutes that will significantly impact my performance and attainment of objectives?

If your team isn’t delivering the performance you expect, and you’re confident that you’ve done everything right so far, then maybe it’s time to stop asking yourself what you’re doing wrong, and rather have your team ask themselves; “What am I doing right now? and What should I be doing differently to improve my performance? This last bit is part of a behavior kinetics research I’m doing whilst reading Performance: The Secrets of Successful Behaviour by Robin Stuart-Kotze.

And YES, watch this space this week as there will be at least 3 more blog articles, containing tools, tips, tricks & real world experiences regarding Accelerating,  Sustaining, and the dreaded Blocking of Performance.

Remember my favorite saying; “the execution of an idea is always more important than the brilliance of the thought”!

August 7, 2009

Don’t Cry.. Strategy as musical lyrics..

Some would say that what makes the processes I work with powerful is that they can become very visual, and therefore very simple & easy to understand by all levels within any organization, in any industry, and across every continent. Now that’s a powerful statement, and the only other mainstream universal language that I can imagine right now is love & music. Sound interesting? I guarantee you at least 5 key insights/learnings you can apply immediately as a result of reading this post!

This morning, on my way to my weekly one-day Interim COO assignment at a hyper growth internet start-up, my iPod was playing Seal’s Don’t Cry.. and I chuckled to myself walking up the street as the lyrics (below in bold italics) resounded in comparison to several situations that took place with several clients I worked with these past two weeks..

Don’t be so hard on yourself. I’ve run into so many leaders, corporate & entrepreneurs that just need to step outside of themselves and give more value to what they’ve accomplished, rather then beat themselves up for what still has yet to be accomplished. There’s an exercise I often give them; to journal, or write on a single sheet of paper, divided into two parts, what you’ve accomplished in the last 6 months, and what you set out to accomplish. The result is either the recognition of needed greater focus areas, or the celebration of what has actually been accomplished. Either way, it’s only a lesson to be learned, & reacted to/acted upon.

Those tears are for someone else. Where you’re at today, is simply the result of your actions to-date. Which means that recognizing where you are currently at, and understanding where you want to reach, is only a matter of doing more of, less of, or variations of, the actions you’ve done to-date. This is great news (!!), because it validates that you are most probably responsible for your current situation, either through direct or indirect actions, and your destiny is in your own hands, if you’ve left yourself enough time to realistically get there, and you’re willing to have the courage to act.

I hear your voice on the phone. I hear you feel so alone. Once you’ve reached out for help, you’re never alone again. So make sure the person you reach out to is more than just supportive, but also has the unique tools on-board to help you execute whatever brilliant strategies you devise, or insights that you have. Make sure they can give you practical examples from their previous history, or network, so that you can visualize how you will execute those strategies yourself. better yet, make sure they have the passion & drive to walk the journey and execute on your behalf at times.

When we were young. And truth was paramount. We were older then, And we lived our life without any doubt. Most of the hurdles that we place in front of ourselves, are either created by a lack of confidence or lack of knowledge. What happened to our creative spirit who knew we could be astronauts, presidents, circus performers, or anything else we could dream? Have we allowed the others fears creep into our lives? What habits have we formed influenced from others? Are we living our own plan, or are we on someone else’s journey? If you don’t have a plan of your own, you will surly become part of someone else’s plan! Why do the majority of us spend most of our lives chasing something, only to at a later stage realize we had the answer of simplicity already when we were younger?

Not lack of confidence, but lack of knowledge, network or resources? Simple, those are strategy issues!

The most powerful exercise that makes an effective strategy, is the capability to dream and then articulate that dream. That’s what I find myself doing more and more these days, (1) extracting dreams and Visions of what success looks like for organizations, (2) tying this to a special and unique purpose (Mission) or Value Added Proposition, (3) establishing the ground rules or Core Values that will filter how to proceed, (4) finding the right articulation to fit the individual & culture of the organization, and then (5) rallying the troops around this Core Ideology, en-route to (6) setting the strategy necessary to manifest that initial dream (Vision).
Those memories,  They seem so long ago. What’s become of them? When you feel like me I want you to know. Don’t cry. You’re not alone. The simple fact is that every challenge or hurdle can be overcome! They simply are a byproduct of a lack of strategy, or the product of a limiting belief.

Today I dreamed, Of friends I had before. And I wonder why. The ones who care don’t call anymore. My feelings hurt. But you know I overcome the pain. And I’m stronger now, There can’t be a fire unless there’s a flame. It isn’t what happens to you that will derail your strategy, it how you allow it to affect you, or the strategy itself. Let’s keep this simple! A strategy, any strategy, from my perspective, is simply a series of actions or steps strung together to reach an outcome! Yep, it’s that simple!

I’ll give you a practical example.. My kids this morning wanted bread & orange juice to complement their breakfast dreams. My strategy was to walk out the door, down the street, right at the corner, safely cross the street, one more block to go, watch out for that “dog residue” someone didn’t pick-up, right into the local supermarket, isle one past the fruit toward the orange juice, now back toward the front of the store, feel the baguette that’s still warm from the bakery oven, pull out the right amount of change, smile at the girl at the counter, put groceries into bag, and reverse original course safely & quickly back home. That simple! All of these steps strung together was my strategy on how to execute on my kids’ vision of a great breakfast.

Limousines and sycophants, Don’t leave me now, Cause I’m afraid what you’ve done to me. Is now the wolf. In my bed, In my head. In my head.In my head. So you’re way off course! The mountain you’ve climbed has left you with an empty feeling? And experience tells me that the greatest hurdles are indeed self imposed, just like that “chatter” in our head. That what happens when your vision or dream isn’t aligned with a purpose. No worries, what have you learned? Back to step 1 outlined earlier, let’s get into visualization, dream mode, or any descriptive you want to give the process. And establish a strategy (series of steps) that is true to your inner core and aligned with your company/organization’s culture. Now the easy part.. put one foot in front of the other.. one step at a time.. half steps when you scared or unclear.. don’t forget to celebrate the micro wins at first, and as you gain momentum.. you’ll walk.. and eventually leap & run toward the outcome you always knew you & your team were capable of.

The challenges, we took were hard enough. They get harder now. Even when we think that we’ve had enough. Don’t feel alone, Cause it’s I you understand. I’m your sedative, Take a piece of me whenever you can. A few weeks ago I was watching the Coco Chanel movie with my wife and we were inspired by her comment of having acquired her strength. I think I recall an analogy to “a trout swimming up stream”. It was the constant & persistent struggle, the will & determination to not give up & succeed, it was the capability to dream and visualize what was upstream, past all of the danger & challenging currents, believe in herself and have others believe in her, and not settle for meritocracy… that had her eventually realize her dream (Vision). Or something like that! …Hey, it my blog post, so I can tell the story in the way I remember it ;-)

If you’re an entrepreneur, a corporate executive, a receptionist, janitor, or anything in-between, as a team, you can reach any objective you collectively can agree on to achieve. The vision in 9 out of 10 successful organizations comes from top-down, and when articulated in a manner that is conducive & understood by the company/organizations’ culture, the highly successful execution will always come from the bottom-up. And everyone will win in the process when the Strategic Alignment, Planning & Execution process are all aligned with the Core Ideology, as defined by each key-stakeholder. Because they are the one who execute!

That was a long post.. sorry about that.. hopefully worth the read.. but then again.. Seal’s “Don’t Cry” is still buzzing in my head, in my head, in my head.. 5 hours after that inspiring walk to work this morning. :-)

Any thought? Those any of this resonate with you?

July 29, 2009

Who ya gonna call?

Do you remember these words from Ghostbuster?

If there’s something strange
in your neighborhood
Who ya gonna call?

If there’s something weird
and it don’t look good
Who ya gonna call?

Now I’m no ghost-buster, but I have been known to quickly get rid of strange & scary things that sometimes haunt businesses! Both BIG & small!

I sat down the other day with several entrepreneurs to try and help them get some traction on delivering results in their businesses. Let me preface this post by saying that in the last 6 months, I’ve heard all about the money they’ve “invested” in books & guru’s coming into her company to motivate their teams and “shed some light”, as well as the countless speeches & workshops where they left convinced they NOW had the magical formula. In each case there was allot of enthusiasm, conviction and even an action plan moving forward, but a few weeks later, the results just weren’t consistent! What’s wrong with this picture?

They even have regular bi-weekly, weekly and monthly calls with proven professionals in their own right! Coaches, mentors, proven champions in their previous engagements, they discuss allot of strategies, they make allot of commitments to do many things, that on paper sound right. Yet every other month when I catch-up with them, the pattern seems to be the same. They’re swamped! Over their heads with to-do’s, to-action, to-chase, to-hold accountable, & what’s most common is they seem to be the ONLY ones in their businesses that are loosing precious nights sleep over the entire situation. Now that’s just not right!

This time around they decided to try some practices which actually guarantee delivering results! Because we’re not taking a top-to-bottom approach, but rather getting the people who actually have to execute on-board right from the start, the results start to appear very quickly. Because these key-stakeholders can now clearly see how they will benefit, both personally as well as professionally from executing the organization’s success, they’re just as committed as their leadership. Because they themselves have stepped forward, and put forth what they will do, within their areas of responsibility, to deliver on the required results, they’re holding each other to account. Because they have simple tools which guarantee transparency & clear communication, there simply aren’t anymore excuses, just results. And because all of these processes have been adapted to their unique company culture, framed to fit around their unique and jointly agreed, or validated core ideology, the business is sustainable as every new member that comes onto the scene is filtered by the ground rules established by the existing core team!

What’s the difference between 6 months ago & now? When I got the call, they got more than advice & templates! They got frameworks, routines & rhythms which are adapted to their unique culture, size, complexity & situation! When they didn’t have the skills on-board, I rolled up my sleeves & got into the trenches with them! And whilst I was there, I helped develop the necessary skills for them to be autonomous.

Basically putting me out of my short term assignment. Why would I do this? Because my vested interest is in empowering the collective! That way, I get called back to help them make the next significant leap, and not to re-engineer what didn’t work the first time out because they just didn’t have the skills, experience or know-how to execute.

In closing, I’d like to share with you that I’m reading a book this week that speaks about how when you gather a group of people together, it’s a proven fact that the collective is always more innovative than the smartest person in the room by themselves! That’s what I love to leverage, the power of the collective! :-)

So next time you feel there’s something strange in your neighborhood, who ya gonna call? If there’s something weird in your business, and it don’t look good, who ya gonna call? :-)

Remember.. my favorite motto.. the execution of an idea is always more important than the brilliance of the thought! And people will do something, including changing their behavior, if only it can be demonstrated that doing so is in their own best interests as defined by their own values. Make sense?

July 28, 2009

Rethink Your Mindset

Last week in the UK was AMAZING! It started out with Strategy as a Form of Art, by mid week Strategy was a Religious Experience, and then I took a quick hop up to Manchester to facilitate a Weekly Strategic meeting for an ongoing client relationship. I’m coaching/mentoring a team that has in the last 6 months responded to the economical crisis by being 30% on last year’s performance & 150% up on plan!

In-between my facilitation’s last week, to recover from one & be better prepared for another, I stepped into a walk-in back rub just off of Charlot Street & Rathbone on the West End. Whilst waiting my turn, I picked up a leaflet promoting Dadi Janki, where she spoke of Rethink Your Mindset.

The leaflet states “Your mindset is key! Attitudes, perceptions, habits & beliefs create your mindset. It shapes the way you think, feel & act. Is your mindset limiting or empowering you? Rethink challenges: approach them with inner strength and self-confidence. Rethink problems: see them as opportunities! Rethink being busy: be productive by staying calm, centered & focused! Rethink worry & fear: maintain peace of mind. In times of change, you need to flex, adapt and rethink, or get left behind. When you rethink your mindset, you can reconnect with your well-being. Reconnect to your well-being & you’ll recapture your natural rhythm, vitality & resilience”.

Very wise words, and fundamentally these aspects of “rethink” are core to the methodologies with which I’ve witnessed my clients have success! The rethink of challenges, problems & being busy most resonate with my more recent clients who have made a significant change for the better! In what concerns driving results & prospering, regardless of economical cycles, definitely the rethink being busy is KEY! For that, I’ve very often counted on my Focus Pyramid exercise :-) , and it WORKS!

What are you doing today? being busy or delivering results? How are the activities you’re currently engaged in, in ALL aspects of your life, moving your forward, and with each day narrowing in on your 2-3 year goals & objectives?

July 23, 2009

Strategy as a Religious Experience

This has been an amazing week of firsts! Earlier, I shared my Strategy as a form of Art, and this morning I can honestly say that my Strategic Alignment & Planning workshop became a Religious Experience!

I thought my client Six Degrees was joking when they told me their offices were located in a 19th century church, but pictures can’t tell a lie & when I rocked up to the front court yard, actually the cemetery, I stepped over a grave & into one of the coolest office facilities I’ve seen to date! The night before I had finally met the team in person at a dinner at the local restaurant, which in itself was a once-in-a-lifetime experience as the Queens Royal Brigade had invaded the pub to relax, drink and sing, sing, sing after their day’s chores of Swan Upping.

I made my way up to the dinning room and for a minute I thought I had interrupted a family reunion. The energy, the sharing, the conversations, I couldn’t believe how aligned this team was and how much they felt like an extended family! In the good sense, of course ;-) But I had more awaiting me! When I walked into their offices this morning, I was “gob smacked”. You say that when you’re married to an aussie after all ;-) . To see pictures all over the place, again, just like you’d find in a family home. If it wasn’t team pictures in the hallway, on the shelves, it was their numerous award on the alter! What a more fitting place to put them. Rumor is, their going to start putting their top clients there! Literally on the alter!

WOW, now there’s one way to get me to church that my mom never thought about! As a professional facilitator, I can’t stress the importance of commanding the room, so what more suited environment for me than to initiate the ceremonies from my own pulpit! Then after their blessing, we got down to business! The business of setting an empowering strategy that will have this team align around it, super charged by it, and take accountability for delivering results on the master plan that was about to be brainstormed & concocted during the next 8 hours.

Final result? The plan is laid out, the Core Ideology is in construction, the core values, rules for the road, rules of engagement are defined, the Top 5 areas that need action are identified, better yet, they’re prioritized, actionable and accountable. Loads of tips, tricks & best practices have been shared, experiences have been spoken, practical examples have been adapted to suit their unique company culture and they’re psyched and ready to get on with the show.

What’s next? Over the course of the next two weeks we’ll outline/workout the critical keys for success! We’ll focus in on creating smaller action items to celebrate periodic success after regular pulse checks on the road to achieving the larger goals & objectives. We’ll put it all on a One-Page Plan, collective & individual, which means that we will literally have everybody on the same page!

And that’s it! As simple as that! I passed around the collection plate ;-) and asked for feedback on “what worked” and “didn’t work” for them. All part of the continual improvement program that has these sessions get more powerful with each engagement!

Six Degrees Public Relations

P.S. Usage of post-its inspired by Jonathan MacDonald during a super facilitation a couple of weeks back at M.Love

July 21, 2009

Strategy as a form of Art

My first workshop this week started out very peculiarly with a customs/baggage handling/customer check-in incident which had my Barcelona outbound Easy Jet flight take off 90 minutes behind schedule this past Sunday evening! 1h & 50m later, landing at Gatwick, (London. UK) I proceed to catch the last train into Victoria station.

Along the way into London, I can’t figure out whether it’s a dream or a nightmare!?! I’m in East Croydon, yet it says Brighton is the new Barcelona & Portsmouth the Malta!?! What’s happened to the universe whilst I dosed off for only a second? Have I been transported through some mysterious time warp into another dimension?

Finally into my friend Julia’s flat, make-up the sofa-bed, send out some final e-mails & it’s dream land by 3am!

The next morning I rock up to my first workshop for this week! Alison Jacques(pronounced “Jakes”) Gallery. A beautiful & pristine white space in the middle of the London West End. The facilitation went as planned, which means that I had an intended framework, but went ad-hoc & off the beaten track as necessary to serve the clients needs. ;-)

Half way through the workshop, as every one is getting crystal clear on the BIG Picture, we’ve got our core values/core ideology & now we’re drilling down into the detail; creating our focus areas for development over the next 30, 60 & 90 days, leading to the 12 & 18 month plan to hit our 2-3 year vision. It’s actually all pretty straight forward. :-)

Then comes my déjà Vu moment!! Only two weeks ago I was on a week long +3.000km driving holiday with my lovely wife through the north of Spain. Along our travels Maria we visited the Guggenheim Museum in Bilbao. I had been fascinated by the prestigious, impressive, imposing, yet inspiring SPACE. The white walls, the high ceilings, the lighting, the energy & the artwork. I was sold & completely blown away!, especially by the Cai Guo-Qiang exhibition on the 2nd level!

Fast-forward two weeks and the results of my strategic planning & alignment methodology are hanging on similar walls, next to prestigious and exclusive pieces of work! WOW! I rub my eyes & think “can this really be happening”?!?! Come to think of it, when the recent results have developed into more than 50% of my clients being nominated for Entrepreneur of the Year awards, I guess I could humbly see where it could be considered an art form. (he says with modesty) ;-) After all, in one short day, the team’s developed the high level skeleton of the framework required to achieve success!

Now it’s back to business & developing the collective & individual One-Page Strategic Plans, along with all of the necessary hands-on work that’s going to drive the necessary results!

As Alison & I step away from the Gallery for a decompression cappuccino & hot chocolate, she reflects “with 3 hours sleep and an 8 hour workshop, on your feet all day you must be exhausted”. I smile, and with the empowering freshness of a spring breeze, I share with her “when you’re working with passionate people, doing empowering work and doing what you love, then it’s NEVER WORK!

Alison Jacques Gallery

P.S. Usage of post-its inspired by Jonathan MacDonald during a super facilitation a couple of weeks back at M.Love

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