Tag: company

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Ships Passing

Earlier this week I stepped on an empty express elevator in a downtown high-rise occupied by a single large company, and behind me came an employee pushing a mail cart. Even though this is a tall building – and I’m only there about five days each month – our paths have crossed several times. He said hello and offered a smile.

After pushing the button to take us down to the ground floor, I asked, “How long have you worked here?” He answered, “A long time.” I said, “How long?” He looked up at the lighted numbers counting down from 46, paused, turned back to me, grinned, and said, “This week is 30 years.”

The elevator stopped, the door opened and he exited while offering a nod, focused on delivering letters and packages to their recipients. I headed to the parking garage, thinking, “There’s someone who seems at peace.” Then it occurred to me that I didn’t ask the gentleman’s name and know nothing else about him. I didn’t even think to wish him a happy anniversary.

Chalk this up as a missed opportunity… another lesson learned. Next time we ride the elevator together, I’ll be sure to ask him to share a story. I’m guessing his perspective would be quite enlightening about my client.

So, here’s the question for you: Who’s the person in your building who might brighten your day with a story? Perhaps it’s time for a visit.

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Clear Understanding

In 2007, the president of an energy company that engaged me to coach one of their senior executives asked what year we started this business. When I told him 2003, he said, “I believe it takes 10 years to master a craft; you’ve got a ways to go.” At the time I recall thinking he was overstating the education process, or I was far ahead of his learning curve. Now I realize he was right on the mark. I’ve gained more knowledge in the past 18 months about how to best serve clients than I did in the previous six years, let alone the 23 years I spent in other careers.

That’s one reason I spent Memorial Day weekend rewriting our Web site. The first time around in ’03, I created nice prose that sounded pretty good; however, I really didn’t know what I was talking about when it came to explaining the value clients receive from working with us. Three years ago when we updated it the first time, my thoughts were closer to the actual target, although still more style than substance.

I actually committed to this project 13 months ago – and sat down several times to start the process. Yet the words never appeared on my monitor, regardless of how hard I tried to force them… so I set it aside and moved on to things that seemed more urgent. Last week, the inspiration appeared out of nowhere and the words flowed easily from my fingertips.

Three lessons here: 1) If it’s been awhile since your last Web site (or marketing materials) update, you’re likely a lot smarter, so you may want to consider a redux; 2) It takes a decade to become a master, so be patient and keep learning; and, 3) You can’t force things, so when you’re stuck, step aside and ‘wait for it.’

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Grass Is Always Greener

Last week I was facilitating the quarterly check-in meeting with one of my oil and gas client’s teams. These 55 energetic folks are responsible for delivering $120 million in revenue this year. As you might imagine, they are feeling some pressure to execute efficiently. One person began her comments by saying, “Everyone needs to understand our industry is changing quickly…” The only thing I remember about the rest of her statement is it appeared she was trying to justify some of the challenges they’ve faced thus far.

My guidance was to suggest they not fall back on a “we’re different than everybody else” crutch. I mentioned the airline commission cuts of 1995 – and ultimate elimination a few years later – and how one-third of travel agents evaporated from the industry.

I asked how many of them would like to be a printer right now. No one volunteered. Then I said, “Imagine you work at Amazon. You’re sitting on top of the world with Kindle…until Steve Jobs introduces iPad. How are you feeling today?”

Evolution. Commoditization. Overcapacity. There will always be something that jumps up and disrupts the smooth road you’re walking.

I was the co-owner of a sports travel company during the commission cuts. People across the industry were screaming for a class action lawsuit. We took a different approach – gathering our leaders and asking, “What now?” It took about a year for us to discover a better path. Today, that business – which I sold to my partner – is a two-time recipient of the “Best Travel Company in North America” award.

Of course, there was a class action lawsuit regarding the commission cuts. We eventually received a check for about $1,000. Good thing that wasn’t the change we counted on for success.

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Quick Reflexes

Toyota instructed dealers yesterday to stop selling the Camry and seven other models due to the potential danger of accelerator pedals sticking. The company recalled more than two million vehicles – on top of the four million previously recalled because of the risk of a loose floor mat jamming accelerators.

Great move by Toyota to intervene before this issue leads to more accidents and perhaps tragedy. Engineers are working around the clock to determine the cause of the latest concern. Tough challenge for dealers who suddenly lost a significant part of their revenue stream and now have to deal with confused/angry customers. (I can only imagine how many calls their dealerships will take today with people asking, “Can I drive it or do I need to park it in my garage?”)

There is a great lesson here for all business leaders. You can’t wait until something happens to decide how you’ll react. Make contingency plans now for potential disaster later (think: weather-related disruptions; product delivery delays; bad publicity; sudden death of a key team member; etc.). While you won’t know the specific problem that will arise, you can decide how you will handle most situations.

Be sure you have in place procedures for knowing: a) Which essential employees need to be notified first; b) Who is authorized to speak for your organization and what consistent message will be delivered; c) How you will handle the inevitable media rush; d) What steps you will take to rectify the situation as quickly as possible; and e) When you will announce changes and provide status updates.

Since 1983, I have owned in succession three Toyotas and driven them a combined 350,000+ miles. They’ve been great cars – needing only minor repairs – and two of our children learned to drive on our current 2001 Camry. I’m guessing the smart folks at Toyota will figure this one out quickly… and get right back to work rebuilding trust in their highly respected brand.

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The Year in Review

Counting down the Top 10 Things I learned this year:

#10

First Things First – During a coaching session one of my clients was describing the challenges he faces in his start-up company. Like many, he struggles balancing all the stuff on his plate. My response: “That’s why I’m eliminating things getting in the way of my success.” There will always be more to do, and most of us focus on what we enjoy, not necessarily what we need to be doing. I recently gave up my position as a columnist for an industry magazine, mutually agreed to end a long-term coaching relationship and decided not to renew a consulting contract. What will you let go of in 2010 to free up extra hours in your schedule?

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