Margin

Brad Lomenick had a great post a few weeks ago on margin that I keep coming back to lately.  

Margin in our lives overall creates options. Options to pursue dreams, think, pray, relax, meditate, process, grow and ultimately live life more fully.

On the flip-side, lack of margin makes us tense, creates stress and pushes for quick decisions. Lack of margin leads to stale and forced relationships, and drives us towards the most available options, but many times not the best.

That’s where I”m at right now.  Not the options part, but the tense, stress, stale relationships, etc. part.  Read the entire post here.

Fred on Systems

Below is the final post in a short series of quotes from The Fred Factor that applied to areas of interest for me.  Here are some links in case you want to know more about the book and/or the author.  Today’s post examines the topic of Systems:

• Simplify

• Make it easier for people to get what they need from you.  Eliminate red tape and mind-numbing bureaucracy
  • Don’t create steps in your systems that don’t accomplish your end goal.
  • If there’s still a lot of bureaucracy, then maybe you need to re-examine the end goal.

• …Think about the systems you are a part of.  You know how things work.  Where are the shortcuts?
• What does an insider – that would be you – know that would benefit an outsider?
  • Try to remember your first interactions with your organization or other organizations and reflect on the sticking points that you encountered.
  • You can practice this both internally and externally.  Try to not only think about the external customer experience, but also the internal customer experience (i.e. employees, key leaders, or volunteers).  How easy was it to get connected?  Is the new hire orientation helpful or just a bunch of information like every other place you’ve worked?)

• If you want to be of greater service to others, use your knowledge and expertise to help them understand what appears to be a complex and overwhelming situation.
  • This is especially true for those who are new, interacting with your organization for the first time, and may not know the “rules” yet.

• Continually Create Value For Others
  • Are your systems designed to create value for those who interact with them?
  • Are people better off or worse off after they’ve interacted with your organization?

• Increase your implementation quotient – It isn’t enough just to have good ideas if you don’t do something with them.
  • You have to actually do the hard work of implementing all the systems you think up in your meetings.

My good friend Casey Ross has some great posts about systems on his blog.  Here are two about systems and environments.  Be sure to look around at some of his other great posts while you’re there.

Fred on Vision/Leadership

This is the second in a series of posts including thoughts/quotes/ideas from The Fred Factor, which are related to areas that I care a lot about.  You can read the first post here.  The quotes in today’s post are related to vision and leadership.

• Command-and-control short-circuits the spirit of the Fred Factor, which is about opportunity, not obligation.
  • Recruit to opportunities not needs – use opportunity language.  
  • Don’t say, “We really need volunteers, please volunteer!”  Cast vision and let them know that you have an opportunity for them to be a part of what’s going on in your organization.

• Here’s what you can do:  Invite people to join you.  Use your enthusiasm and commitment to gain their participation and involvement.
  • Call others to participate with you.  
  • Make the ask, and make it personal

• The most powerful tool you have for spreading the Fred Factor throughout your organization is your own behavior – the example of your life and the effect it has on others.
  • You’ve got to live out the vision and display the behavior that you’re calling others to adopt.  

• You teach what you know, but you reproduce who you are. – John Maxwell
  • You can’t fake this – you have to be bought in – otherwise it becomes a “do as I say and not as I do” endeavor – even then, according to the above principle – you’ll reproduce those in your organization that are like you.

• “No man can become rich without himself enriching others.” – Andrew Carnegie – p. 81
  • You have to help others and invest in their development.  
  • If you accomplish the vision at the expense of relationships and people, then you’re not really doing a good job.

• We get the behavior we reward.
  • What’s rewarded is repeated – what gets measured gets managed

• Uninspired people rarely do inspired work.
  • You must cast vision repeatedly to remind people why they’re doing what they’re doing.  
  • It’s vitally important to connect what they’re doing to the heart of the vision – they have to understand the crucial role that they play.  You’ve got to show them how what they do is an integral part of accomplishing the vision.

• Nobody can prevent you from being extraordinary.  (this is one of Mark Sanborn’s favorite quotes from the book).
  • Proof that the most important person to lead and cast vision for is yourself.

Fred on People/Customer Service

A couple of weeks ago I closed out my 2008 reading list by reading The Fred Factor, by Mark Sanborn.  As I was reading, there were some thoughts/quotes/ideas that stood out to me specifically related to some areas that I care a lot about.  I decided to do a short series of posts (i.e. 2-3) with some of these ideas.

For today, here are some thoughts that stood out related to dealing with people and customer service:

“Success is built one relationship at a time“

• This is true for any type/sphere of relationship (personal, customer, vendor, co-worker)

“Remember that the quality of a relationship is related directly to the amount of time invested in it.  Make sure you give some of your best time to your relationships.”

• Questions:  Are you giving your best time to your best relationships?
• In an organizational setting, are you giving your best time to your best people and those that have the potential to be your best people?

“Uninspired people rarely do inspired work.”

• If your font line employees, volunteers, advocates aren’t inspired your customers will know it, and sooner or later you’ll know it too.
• Where are there signs of “vision leaks” in your organization?

“Customers don’t have relationships with organizations; they form relationships with individuals.”

• People often try something for the first time, because someone else invited them or told them about their positive experience (restaurants, cars, vacation spots, new cell phone company, church, new dry cleaners, etc.)
• People often stay around, keep coming back, etc. longer than they normally would, because they feel a connection or have built a relationship with someone in your organization
• This can either be a help or a hindrance – it depends on the people you have in your organization

“Do the right thing, because it’s the right thing.”

• Even if it’s costly

Mixed Messages

Sometimes when interacting with organizations you receive mixed messages.  They say that they value something, but your experience is completely different.  Another issue common among chains is that there’s not a consistent experience from one location to another.  Case in point:

Situation 1:

We bought something at Target and later realized that we needed two instead of one.  We looked at the location close to our home, but they were out.  So, we called one of the other stores in the area to see if they had them in stock before we drove out there.  The department staff person tracked them down for us so we knew it wouldn’t be a wasted trip.  This was not an expensive item (maybe $7).  She then kept them with her until we got there (1-2 hours later) so that she could make sure that they didn’t sell out and we got what we needed.

Although, someone at Corporate might not have been really excited about her holding merchandise for us, which is apparently against company policy, she offered stellar customer service with a great attitude.  After we met her and she helped us with our request, she asked if there was anything else she could help us find or do for us.  We were thoroughly impressed with her and with Target.

Situation 2:

A couple of weeks later we were doing some Christmas shopping, and we accidentally bought a pair of pants that was the wrong size as a gift for someone.  Anyone who consistently shops at Target knows about the dreaded return policy.  A quick google search will lead you to plenty of interesting opinions about the policy.  As soon as we realized what we’d done we began dreading the return.

I was supposed to leave the receipt out the next morning for my wife, but I forgot.  My wife tried to exchange the pants the next day, without the receipt and they would not let her exchange them.  The pants were even on sale the next day, and she said that she didn’t expect to get the sale price, she just wanted to exchange them for the correct size.  Their computer system allows for scanning the item and tells them what store it was purchase at and when (in this case the day before at that same store – but with my card instead of hers so they could not give her a refund).  No help.

While I understand that a strict return policy helps keep prices low and enables them to pass the best values on to customers, in that moment my wife felt anything but valued.  Our two experiences sent conflicting messages about their commitment to customer care.  If you lead a team or organization – What messages are you sending to those who interact with you (intentional or unintentional)?  Are they consistent or are you sending mixed messages?  If you have multiple locations, do you create consistent experiences and levels of service at every location/branch/campus/store, etc.?

It Starts Today

It starts today, or maybe it started last Thursday, but that doesn’t sound as nice.  The results you want to see in six months start today.  The differences in your life that you want to be a reality a year from now, five years from now, or ten years from now begin with the decision(s) you make today.

Last week I was reminded again of something Jim Collins said at Catalyst last fall about the link between decisions and greatness.  You can read my thoughts on that here.  As you think about the decision(s) you’re making now and the ones you will be making in the coming days, here’s a great quote from Pastor Steven Furtick from a message he gave at Lifechurch.tv last fall.

Yes, you’re anointed for greatness.  Yes, God has a great plan for your life.  But it doesn’t start one day when you get your big break.  It starts when you do what God has given you to do right now.  What could God do through your simplest act of obedience?

Who you are today started a few months ago, or a year ago or several years ago.  Think about the decisions you make in the next few weeks and the course they’ll chart by the end of 2009.

2009 Reading List

A couple of days ago I posted a list of books that I completed in 2008.  Here’s the beginning of my reading list for 2009:

• The Back of the Napkin – Dan Roam
• Courageous Leadership – Bill Hybels
• Axiom – Bill Hybels
• Be Our Guest – The Disney Institute
• Walking with God – John Eldredge
• Sex:God – Rob Bell
• First Impressions – Mark Waltz
• The Deity Formerly Known as God – Jarret Stevens
• Mavericks at Work – William Taylor & Polly Lebarre
• The Truth About You – Marcus Buckingham
• Why Work Sucks & How to Fix It – Cari Ressler & Jody Thompson
• 21 Irrefutable Laws of Leadership, updated edition – John C Maxwell
• Communicating for a Change – Andy Stanley & Lane Jones
• Tribes – Seth Godin
• What Got You Here Won’t Get You There – Marshall Goldsmith
• Uprising – Erwin McManus
• Unleashing the Power of Rubber Bands – Nancy Ortberg
• I am not but I know I AM - Louie Giglio
• Blink – Malcolm Gladwell
• Creating Community – Andy Stanley & Bill Willits
• Fired Up or Burned Out – Michael Lee Stallard
• The Encore Effect – Mark Sanborn

If you have some suggestions to help round out the list, please leave them in the comments section.

2008 Reading List

I try to read a lot.  It allows me to continually push myself to learn more, and “leaders are readers” (at least we’re supposed to be).  It’s one way I try to go further faster – so I get the opportunity to learn from others mistakes as well as my own.  My 2008 list comes in at 20 books, which is a  few books shy of the 27 I read in 2007.  Here’s the list in no particular order:

• Three Signs of a Miserable Job – Patrick Lencioni
• Lincoln on Leadership – Donald Phillips
• The Four Hour Work Week – Timothy Ferris
• Getting Things Done – David Allen
• The 360 Degree Leader – John Maxwell
• Next Generation Leader: 5 Essentials for Those Who Will Shape The Future – Andy Stanley
• The Dip – Seth Godin
• Making Vision Stick – Andy Stanley
• Eat More Chikin – Truett Cathy
• The Faith of Barack Obama – Stephen Mansfield
• The Fred Factor – Mark Sanborn
• Choosing to Cheat – Andy Stanley
• 7 Practices of Effective Ministry – Stanley, Joiner, & Jones
• Through Painted Deserts – Donald Miller
• To Own a Dragon – Donald Miller
• Epic – John Eldredge
• Wild Goose Chase – Mark Batterson
• Jesus Wants to Save Christians – Rob Bell
• Fields of Gold – Andy Stanley
• The Purpose Driven Life – Rick Warren

 Check back in a few days for the beginnings of my 2009 list. 

Are there any books you read this year or are planning to read in 2009 that you think should be on my list?  If so, leave a comment.