Assembling Success Toronto-Style
We had an enthusiastic group of young professionals at the JCI Central Region conference in Toronto, who came up with some creative ways to assemble their products in the "Assembling Success" exercise. In addition to having fun, they learned about allocating resources, assigning team duties, as well as aspects of communication and leadership & management. A big thanks to all for their participation!
Continuing the World Tour in 2008
For those of you keeping up with the World Tour we've been on this past year, we're not done yet! Some of the places we are trying to secure training and keynote opportunities for 2008 are:
- Iceland
- Malta
- Washington, DC
- Florida
- North Carolina
- Quebec City
- Ottawa
- London, ON
- Winnipeg
- Northwest Territories or Nunuvat
If you have any connections or would like to help us plan something in any of these places (or anywhere else on the globe for that matter) please let us know.
Public promises
I was in a restaurant in Belleville on Friday, and on my way to the washrooms, noticed the sign overhead, painted permanently right onto the wall, pointing the way to "Clean Washrooms".
As a customer, it was a great re-assurance that I was about to enter properly cared-for washrooms, with a permanent promise that no matter what time of day or week you went in, they were going to be clean (which they were).
As a business owner, I thought it was a great way to challenge yourself and your staff by forcing them now to deliver on a very public and permanent promise to your customers. How much of a difference do you think it makes to the staff in their care for and attention to the condition of the washrooms with that big sign overhead always promising that they will be "clean", as opposed to simply having a line in the staff manual or daily procedures checklist that the washrooms need to be kept clean?
Finding ways to publicize your business promises, so that you and your staff can see them as easily as your customers can, will help you ensure that they are top of mind, and therefore that you are constantly and continually delivering on them. What promises are you ready to post today?
As a customer, it was a great re-assurance that I was about to enter properly cared-for washrooms, with a permanent promise that no matter what time of day or week you went in, they were going to be clean (which they were).
As a business owner, I thought it was a great way to challenge yourself and your staff by forcing them now to deliver on a very public and permanent promise to your customers. How much of a difference do you think it makes to the staff in their care for and attention to the condition of the washrooms with that big sign overhead always promising that they will be "clean", as opposed to simply having a line in the staff manual or daily procedures checklist that the washrooms need to be kept clean?
Finding ways to publicize your business promises, so that you and your staff can see them as easily as your customers can, will help you ensure that they are top of mind, and therefore that you are constantly and continually delivering on them. What promises are you ready to post today?
Part Truck Driver, Gladiator and Mule
I can't do this entry without admitting that yes - I'm a junkie...a Starbucks junkie. Everyday I make my way to the nearest Starbucks, order my caramel macchiato and look forward to reading the inspirational quote on the cup. Today was no exception. For the last month I have been looking for inspiration for my next blog entry - and thanks to Starbucks I found one.
The quote on my cup today was #260 "Playing in an independent rock band will eventually make you equal parts truck driver, gladiator and mule. Glamour is for those with trust funds." It made me smile - sounds a lot like being an entrepreneur.
On Wednesday nights we've been teaching a class at our community college on starting a business. Just this past week we talked about the lifestyle of an entrepreneur and how especially in the early days you are a jack of trades, including the chief cook and bottle washer, I never thought to include gladiator and mule too!
The best part about the Starbucks quote is the recognition that many jobs include similar traits to that of a truck driver - you need to be able to multitask, maneuver in dangerous situations and arrive alive. Great way to think when you're running your business.
The quote on my cup today was #260 "Playing in an independent rock band will eventually make you equal parts truck driver, gladiator and mule. Glamour is for those with trust funds." It made me smile - sounds a lot like being an entrepreneur.
On Wednesday nights we've been teaching a class at our community college on starting a business. Just this past week we talked about the lifestyle of an entrepreneur and how especially in the early days you are a jack of trades, including the chief cook and bottle washer, I never thought to include gladiator and mule too!
The best part about the Starbucks quote is the recognition that many jobs include similar traits to that of a truck driver - you need to be able to multitask, maneuver in dangerous situations and arrive alive. Great way to think when you're running your business.
Book Signing Event
Where: Indigo Books, Princess St at Sydenham St, Kingston ON
When: Wednesday, December 5, 5pm - 630pm
What: Book Signing for Trucker Management, free goodies
Who: Lindsey Fair and Matt Hutcheon
When: Wednesday, December 5, 5pm - 630pm
What: Book Signing for Trucker Management, free goodies
Who: Lindsey Fair and Matt Hutcheon
Shameless Act of Promotion
We try not to do this often, but don't want to miss the chance for the holiday season. For all you supporters, friends, contributors and people that just plain like our book - it's coming down to the wire to get a copy of the book to put under the tree this holiday season. To purchase the book simply go to: http://www.truckermanagement.com/. We'll even send you a signed copy! Happy Holidays everyone!
The Power of Performance
In many businesses, as the year nears an end, it's performance review time. Review of the team, the business and you the owner. I just recently finished performance reviews for my staff and although I have done several of these over the years, I actually think I got more out of giving them than I ever did on the receiving end.
As I took time to reflect on the strengths and weaknesses (opportunities right?) of each person, I would analyze where those weaknesses derived from. Was it their actions that contributed to lack of results, or did it actually come down to mis-communication or mis-expectation on my part? More often than not, as I seriously thought this through I realized that it was that the full objective of the tasks wasn't disseminated down or that the bar that they would be measured against wasn't clear. I was often expecting them to be adaptable and resilient and remain on task, but in many cases I didn't provide the tools to do so.
The power of the performance review comes in the delivery sometimes not just in the receiving end. So make sure to take the time to do a thorough review, for your staff but also for your own learning.
As I took time to reflect on the strengths and weaknesses (opportunities right?) of each person, I would analyze where those weaknesses derived from. Was it their actions that contributed to lack of results, or did it actually come down to mis-communication or mis-expectation on my part? More often than not, as I seriously thought this through I realized that it was that the full objective of the tasks wasn't disseminated down or that the bar that they would be measured against wasn't clear. I was often expecting them to be adaptable and resilient and remain on task, but in many cases I didn't provide the tools to do so.
The power of the performance review comes in the delivery sometimes not just in the receiving end. So make sure to take the time to do a thorough review, for your staff but also for your own learning.
From Circle Check to Sound Check
The Trucker Management approach to managing your small business uses a Circle Check to monitor the physical premises of your business - examining, watching, observing your space and your staff. But as I was reminded this morning, its important to do a "sound check" as part of your Circle Checks as well.
I was going through a drive-thru for my morning caffeine fix, and the person on the microphone today spoke very quickly and was muffled, so it was difficult to understand what she was saying. I have been there in the past and also endured "low-talkers" that were hard to hear as well. Most staff are quite easy to understand, but there are sometimes others who are not - I wonder if the manager knows about these differences in their staff and the impact on the customers' experiences?
Most of you won't be running your business through a drive-thru speaker like this, but the lessons are just as important. How do each of your staff sound, and from different locations in your space? Is one too loud, too quiet, speak too quickly? And without a drive-thru, you still have "invisible" communications with others in your business - how does each person in your business answer the phone? Like me, you have probably called businesses and been totally underwhelmed by the bored or apathetic voice on the other end of the phone. Or are people who call your business bombarded by a greeting recited so quickly from habit and routine that it is hard to follow or seems less than genuine?
Be sure to do your Circle Checks regularly....but also include a sound check as well. It will let you adjust the volume or change the channel amongst your staff if need be, and leave only music to the ears of your customers!
I was going through a drive-thru for my morning caffeine fix, and the person on the microphone today spoke very quickly and was muffled, so it was difficult to understand what she was saying. I have been there in the past and also endured "low-talkers" that were hard to hear as well. Most staff are quite easy to understand, but there are sometimes others who are not - I wonder if the manager knows about these differences in their staff and the impact on the customers' experiences?
Most of you won't be running your business through a drive-thru speaker like this, but the lessons are just as important. How do each of your staff sound, and from different locations in your space? Is one too loud, too quiet, speak too quickly? And without a drive-thru, you still have "invisible" communications with others in your business - how does each person in your business answer the phone? Like me, you have probably called businesses and been totally underwhelmed by the bored or apathetic voice on the other end of the phone. Or are people who call your business bombarded by a greeting recited so quickly from habit and routine that it is hard to follow or seems less than genuine?
Be sure to do your Circle Checks regularly....but also include a sound check as well. It will let you adjust the volume or change the channel amongst your staff if need be, and leave only music to the ears of your customers!
Avoid a "custom"-ized welcome
As I entered the customs hall yesterday in Toronto to come back home from two weeks abroad, I was pleased to see a nice, modern well-lit sign welcoming everyone into Canada. My joy was short-lived, however, as further into the hall, everyone was met by not one but two shouting, impatient and unfriendly ladies, directing people into one line or another based on if they had connecting flights.
As I listened to their shrill voices, directing us as if we were either a group of misbehaving school children or a flock of sheep, I looked around at the faces of my fellow passengers, most of whom were coming into Canada as visitors. How embarassing. I could tell they were smirking at the tone and manner of these first Canadians they encountered, obviously unimpressed.
Lining up to go through customs is serious business, but it need not be so unfriendly. Proper training of staff to say "Welcome - connecting passengers in this line, and those staying in Toronto in this line" would be such an improvement over what I saw yesterday, and easily accomplish the same thing. Another example of how such a simple little thing can make a world of difference, as we have mentioned in previous posts.
In your business, is the welcome and first impression your visitors are getting better than that of the customs hall? You need more than a nice sign - the actions and comments of your staff can undo any other efforts you make, so watch them carefully to ensure they give the first impression you hope for!
As I listened to their shrill voices, directing us as if we were either a group of misbehaving school children or a flock of sheep, I looked around at the faces of my fellow passengers, most of whom were coming into Canada as visitors. How embarassing. I could tell they were smirking at the tone and manner of these first Canadians they encountered, obviously unimpressed.
Lining up to go through customs is serious business, but it need not be so unfriendly. Proper training of staff to say "Welcome - connecting passengers in this line, and those staying in Toronto in this line" would be such an improvement over what I saw yesterday, and easily accomplish the same thing. Another example of how such a simple little thing can make a world of difference, as we have mentioned in previous posts.
In your business, is the welcome and first impression your visitors are getting better than that of the customs hall? You need more than a nice sign - the actions and comments of your staff can undo any other efforts you make, so watch them carefully to ensure they give the first impression you hope for!
Exceeding expectations on the mediterranean
The Trucker Management World Tour has seen some networking and prospecting this past week in Antalya, Turkey at the JCI World Congress, meeting with young leaders & entrepreneurs from 106 countries.
Today, on my way to Cyprus for some needed R&R, I had braced myself for a terribly long layover in Athens due to the way the flights were originally scheduled. When I checked in for the first flight this morning, I then found out that the last flight was rescheduled now for over three hours later, making the layover about 11 hours.
Much to my surprise, and without asking or expecting it, the airline offered to give me a hotel room for the day along with lunch and dinner. Suddenly, the value I have received from this ticket purchase has grown incrementally, and as I write this post from the lobby computer, I am thoroughly impressed by the way Olympic Airlines has more than exceeded my wildest expectations.
What ways can you surprise your customers or clients with unexpected, but significant, value-adds to blow away their expectations??
Today, on my way to Cyprus for some needed R&R, I had braced myself for a terribly long layover in Athens due to the way the flights were originally scheduled. When I checked in for the first flight this morning, I then found out that the last flight was rescheduled now for over three hours later, making the layover about 11 hours.
Much to my surprise, and without asking or expecting it, the airline offered to give me a hotel room for the day along with lunch and dinner. Suddenly, the value I have received from this ticket purchase has grown incrementally, and as I write this post from the lobby computer, I am thoroughly impressed by the way Olympic Airlines has more than exceeded my wildest expectations.
What ways can you surprise your customers or clients with unexpected, but significant, value-adds to blow away their expectations??
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