What’s Your Desired Outcome?

When building a strategy, always have a desired outcome in mind.  What do you hope to accomplish?  What is the goal of this meeting, this project, or this initiative?  What does success look like and how will you know if you’ve accomplished it?

Too often, we get caught up in the ‘if you’re not busy you’re not doing anything’ mentality.  Projects start off with good intentions and don’t return the results we expect because the desired outcome is unclear or not defined well enough.

This step in the planning process is critical.  With competing priorities and stakeholders, it’s very easy to get sidetracked or even have a project mutate in a different direction entirely.  By having a firm outcome in mind, you can choose the right strategy and tactics to help you achieve your intended result.

Changing direction is much easier and cheaper during the planning phase than execution, making it important to take time to prepare and think the situation through ahead of time.

Finally, as you execute, continue to draw focus back to the desired outcome to ensure you are making timely progress and the project is delivering on your predefined goals.

Never Stop Reading

According to the Pew Research Center, 76% of American adults read a book in some format over the previous 12 months, typically reading approximately 5 books in the past year.

Sounds impressive, but also disconcerting at the same time when you figure that nearly a quarter of adults didn’t read a book at all.

With the rise in popularity of the Kindle, Nook, and other tablets, the ease of carrying a library in your pocket has made reading a much easier and enjoyable thing to do.  Apps such as Next Issue let you read hundreds of magazines electronically with one low subscription cost.

Reading plays a critical role in becoming a strong leader.  Growth comes from learning.  In the case of billionaire Mark Cuban, he read software manuals to prepare for clients and get ahead of everyone else.  Read as much as you can.  Look for opposite points of view.  Read biographies to learn the habits of successful people and how you can apply.  Use books for motivation or inspiration.  Think of ideas found in a book and how you can apply it to your own business.  In How to Win at the Sport of Business, Cuban mentions how he used to tell himself that one good idea from a book could make him money, lead to a customer or solution, and end up paying for itself many times over.  Cuban’s biggest surprise was noting that while all the books are public most people won’t put in the time to get a knowledge advantage.

Want to read more but claim you’re too busy or don’t have enough time?  Try this speed reading course – the best book I’ve read that actually produces results.

Hindsight is 20/20

Last night, the New England Patriots emerged victorious in Super Bowl 49.  Their opponents, the Seattle Seahawks, lost because of the worst call in Super Bowl history.  Despite having one of the best running backs in the game, the Seahawks chose to throw a pass from the 1 yard line, resulting in an interception and sealing the loss.

Within seconds, social media went crazy.  Everyone became an expert at what should have happened.

Were they right?  Possibly.  But there are no guarantees.  Without consequences, it’s easy to second guess and be an armchair quarterback.

Making tough decisions in the moment?  That takes guts.  Knowing you’ll be held accountable.  Sure, it’s easy to look back and say what you would have done or what should have happened.  But few will put themselves on that firing line.  Most will hide and defer to someone else so they can later use the excuse, “I told you so.”

Leaders don’t have the luxury of instant replay.  They use the information available and make the best decision possible.  No, it won’t always work out as expected, but at least they are out on the front-lines, making it happen.

As Steven Pressfield notes in The War of Art:

It’s better to be in the arena, getting stomped by the bull, than to be up in the stands or out in the parking lot.

And when you do get stomped by the bull?  Learn from your mistakes and use it to make a better decision next time.  You’re still better off than those hiding on the sideline, too scared to raise their hand, and making excuses why they never get picked to move ahead.

We’re Gonna Party Like It’s 2015

We work hard.  We set lofty goals.  We put our heads down, dig in, and go the extra mile.  We grind long hours occasionally sacrificing work/life balance in the process.  We ask our teams to do more with less.  All in the name of achieving our goals.

So what happens when we’re successful?  What happens when the project is over and the goal finally reached?

Too often we end one project and immediately start another without acknowledging the blood, sweat, and tears that got you there.

It’s important to take time and celebrate.  Publicly recognize those who got you there.  Let your team know how proud you are and how much you appreciate them.  Share stories of your journey together and lessons learned.

Now go back, find a new goal, and do it again.  But don’t forget to enjoy and treasure success.

You’re Not The Only One

Some companies make you feel as though it’s a privilege to be their customer.  What they fail to realize is there’s always a choice.  Always another company who provides the same service or product.  People stay with a company because they choose to not because they have to.  Trust takes a long time to build up and quickly unravels with one misstep.

Comcast is no stranger to these customer experience mishaps.  Last summer, a routine cancellation call turned ugly for 20 minutes when the representative became aggressive, condescending, and simply refused to turn off the service.  I’ve had my own frustrations with the cable provider, primarily multiple missed service appointments with no explanation or apology.  We eventually solved the problem by switching to Verizon FiOS.

You’d think Comcast learned their lesson.  As a result of the negative publicity over the cancellation call, a public apology was issued.  Except the embarrassment continues.  A few months ago, a man was transferred to other departments and placed on hold for over 3 hours.  If that wasn’t painful enough, calling on another phone at the same time discovered the service center had closed!

This past week, a customer with the last name Brown wanted to scale back on the service and had his first name on the bill changed to “A-hole” (except not the abbreviated version).  Then, I read about these Philadelphia residents who suffered through 14 missed appointments (including days off from work to be home for the rep).  Ultimately, when a newspaper columnist helped the connection finally happen, the company shamed them by sharing that another customer would suffer via a cancelled appointment because of their good fortune.

This can happen to you.  You’re not the only one out there.  Make a personal connection with your customers and give them a reason to stay with you.