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What Kind of Customer Experience Are You Creating?

A couple weeks ago my wife, my oldest daughter and I stopped at Chipotle for lunch. We were in no particular hurry.     When we got to the front of the line my wife ordered a chicken burrito bowl. The young lady behind the counter informed us that they were currently out of chicken and that it would be about five minutes before they had any more. We all wanted chicken so we quietly stepped aside to let others behind us order.   It couldn’t have even been five minutes later when the young lady motioned to us that the chicken had been replenished and they were ready for us. We proceeded through the line as usual and came to the register to pay. It was at that point that the manager said, “It’s on me. I’m paying for your lunch since you had to wait.”   I think we may have slightly protested, but he insisted and apologized for the wait. My wife’s response had to be music to his ears. “I already loved Chipotle, now I love it even more,” she said with a big smile.   As I walked away from the counter to find a table I couldn’t help but think about what that young manager had just done. I even talked about it briefly with my wife and daughter as we ate our lunch.   I thought, “That’s a smart business person.” Yeah he just gave away $20, but I assure you that based on our experience, we’ll be back again and again.   My question for you today is, “What kind of customer experience are you creating?” Are you creating ho-hum experiences, or even worse, or are you creating “I love this place” type of experiences. The interesting thing is that it doesn’t have to be expensive to create the latter.   I’d like to share with you two more of the best ways I’ve seen to create positive customer experiences without giving away the farm.
 

Coming Back for More

1. Consistently deliver on your brand promise. This is pretty basic, but so many don’t do it. Consistency is the key to developing and maintaining a strong brand. When people know what to expect, and it meets a felt need, they’re more likely to come back for more.   Your brand doesn’t even have to be high-end to be effective. Take McDonalds for instance. When I was growing up (it seems so long ago) you always knew you could get a clean bathroom at McDonalds. It’s one of the reasons so many families who were traveling stopped at McDonalds for a meal. It certainly wasn’t for the dining experience. Or was it?   Actually, I’ve come to believe it was not only for the bathrooms but also for the dining experience itself. But not because it was so great. Rather, because it met a basic need, and we knew exactly what kind of experience we were going to get. The burgers and fries tasted the same whether we were in Arizona or Minnesota or Pennsylvania. We were rarely, if ever, disappointed.  
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  2. Be honest with them. I know that can be scary at times, but honesty really is the best policy. I had a customer many years ago, when I was the COO of another company, who told us that one of the main reasons they continued to do business with us was not that we were perfect or flawless, but that we were honest about our mistakes and addressed them swiftly.   This was a very large and profitable customer for us and it would have been very costly to lose them. One production cycle we made a huge error in scheduling. Rather than fabricating something to keep us from looking bad, I was blatantly honest with the V.P. of Operations.   She was one of the toughest customers I’ve ever had. She never minced words. She was very blunt and very demanding. But I always knew where I stood with her and she trusted me implicitly because I’d been honest and quick to act on numerous occasions.   In this instance she drilled me with questions, pressing me for information and firm commitments for where we were headed. Again, I was straightforward, and continued to keep her in the loop as the process unfolded. She remained a faithful customer for many years, even beyond when I left the company.   In Patrick Lencioni’s book, “Getting Naked” he says that the main reason we stray from honesty is fear of losing the business. But, he posits, that naked honesty is actually refreshing to customers and usually builds the relationship rather than hurting it.  
Consistency is the key to developing and maintaining a strong brand.

Joe Denner

   

Back to Learning for a Moment

A couple weeks ago I told you that I’d be sharing some of my favorite ways to learn. I started with my list of top recommended books to read. Today I’d like to pass on my recommendation for a few podcasts that I listen to on a regular basis that have been especially instructive, challenging and encouraging.   Andy Stanley’s Leadership Podcast is probably my favorite. Andy and his co-host only publish one podcast per month, and it is usually only about 20-25 minutes long, but it is top notch stuff each and every month. He shares from his own experience in building one of the premiere organizations in his industry over the last twenty years. I deeply appreciate his humility and his wisdom as he shares.   This is Your Life with Michael Hyatt is my second favorite. Michael publishes every week and the podcast is usually about 30-40 minutes. He has a delightful co-host, Michele Cushatt, who makes a strong contribution as well. They cover a variety of topics from leadership to productivity to personal development to how to grow your influence. It is always packed with very clear, practical steps to growing in these areas.   Getting Things Done is another of my top recommendations. It publishes every about every two weeks and varies widely in length. This podcast is all about productivity and focuses conversations around the GTD methodology. The thing I really like about it is that they interview a very broad audience of people from very diverse industries so you get a number of angles on how GTD can work for you.   Don’t forget to check out our podcast, “Stronger Leaders…Shaping Tomorrow” which is published the first week of each month.   Question: How have you created great customer experiences? [question]great-customer-experience[/question]  
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Leadership

One Way to Know When Technology is NOT the Solution

I was recently in a meeting with one of my clients where their team was discussing the possibility of implementing a robust software package to improve their operations.  
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  As I listened to the conversation my discomfort grew. I asked some pointed questions and the answers I received confirmed my suspicions.   I knew that not only were none of the packages they were considering the right one, there wasn’t a package on the market that would solve their problem. So, how was I so sure?   It’s not because I’m a techno-wizard. It’s not because I have a sixth sense. It’s not even because I think I’m a genius when it comes to business.   It’s because there is one way to know for sure that technology is not the solution.
 

An Important Lesson

I’ve been around a lot of software implementations in my day. It’s really exciting and rewarding when things turn out the way you want them to. Even with all of the hard work and the inevitable hiccups, the payoff can be fantastic. I’ve had that experience.   However, they can be excruciatingly painful, especially when they don’t work. I’ve seen that happen also, way too many times.   Years ago I learned a critically important lesson from my boss who had just completed the Executive MBA program at Kellogg University. He passed on this bit of wisdom to me. Here it is: Technology is an accelerator.   Did you catch that? Technology is an accelerator. In other words, it makes things go faster. So, if you stink at something and decide to throw some technology at it, you’re just going to end up stinking faster. And you’re going to spend a lot of time and money to achieve that negative result.   Here’s a very simple test you can apply to decide whether or not technology is the answer to your problem. If you can’t figure out how to do something the old fashioned way, e.g. manually, don’t implement technology to try to make it work better.  
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Best Examples

Two of the areas where I have seen this most often is with CRM and Inventory packages. In the case of CRM systems, companies sometimes have a hard time accurately tracking the leads and opportunities that come their way. They think implementing a CRM system is the answer.   They dream about how it’s going to give them quick access to great info and pretty reports that will help them drive more sales. So, they go out and spend thousands of dollars and dozens and dozens of hours to get it in place only to find out that they’re still having many of the same problems.   The reason for this is really very simple. GIGO – Garbage in, garbage out. The processes and systems they had in place were insufficient or defective. Putting in a CRM package is not going to fix that. Why not?   A computer can only do what it’s programmed to do. First, if you haven’t figured out how to do it, you can’t tell the computer how to either. And it can’t figure it out on its own, at least not at the time of this writing. Second, if people won’t make the appropriate inputs into the current system, they’re not likely to do it in the new system either.  

The Rest of the Story

So, back to the story with my client. From the answers they gave to my questions it was clear that the problem was due to a lack of discipline. People weren’t doing what they had been instructed to do. That’s one of the most prevalent problems that I find in companies that are struggling with a process.   Giving people software or technological tools isn’t going to change that. Depending on the skill level of your employees, you may even be introducing new levels of complexity that will make things worse.   We give technology too much credit. We think it will solve all our problems for us. But that often isn’t the case. It’s only a tool, an accelerator.  
Technology is not a problem solver. It is an accelerator.

 Joe Denner

   

Quick Recap

If you are considering implementing technology, ask yourself the following questions:   1. “Are we currently able to accurately execute the process manually (or mechanically)?” 2. “If the process is working well, do we have a thorough understanding of why it works and how it works?”   Unless the answer to both of these questions is “yes,” you need to correct that situation before giving any consideration to technology.   I just saved you a lot of wasted time and money. You’re welcome.   Question: What’s been your biggest technology disappointment? [question]technology-not-solution[/question]  
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Leadership

One Thing Every Great Leader Believes

Have you ever asked your child after a day of school, “So what did you learn today?” I think that’s a great question.  
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  I think it’s an especially great question for you and me to be asking ourselves. Why? Because being a lifelong learner is a crucial mindset for strong, successful leaders. Every great leader believes that. In my training course, 7 Days to Becoming a Great Manager, I make the following statement,   “If there’s one thing I’ve learned as a successful executive and now as a successful business owner, it’s this. You can never stop learning. You can never stop growing and investing in your future. The minute you do, the descent begins.”   There’s really no such thing as sitting still. In the global, fast-paced environment we’re operating in, you’re either progressing forward, or sliding backward. The pace of this movement may vary, but there’s always movement. Great leaders believe this. Don’t be fooled into believing otherwise.   There are many ways to intentionally invest in learning and in the coming weeks I’ll be giving my top picks for enjoyable and productive learning. You should focus on the one or two methods that are most enjoyable and productive for you. Here’s my favorite option:
  Reading great books. I would encourage you to make sure you read a variety of books. The best leaders I know read far beyond the business/leadership genre. Reading stimulates creative thinking and helps to keep us in a mode of being open to new ideas and possibilities. And with the rise of audiobooks, this is more accessible than ever, even to busy travelers.  

Best of the Best

Here are ten of my favorite (i.e. most impactful) books of all time, not in any particular order. These have all shaped me as a person and have impacted how I lead.   1. Leadership and Self Deception (The Arbinger Institute) – I’m very close to making this a requirement for every one of my coaching clients. It’s a powerful book about how we look at ourselves and others and, if you allow it, will have a radical impact on your relationships at work and home.   2. The Advantage (Patrick Lencioni) – This is the best of Patrick Lencioni. In this book he takes all of the wisdom he and his team have gained through the years and puts it in practitioner’s terms. Clear and straightforward, this book hits the mark.   3. The Power of Full Engagement (Jim Loehr and Tony Schwartz) – This is one of the best books I’ve read this year. It’s had a tremendous impact on my health and productivity and will do the same for you. These authors bring their research based approach right to the heart and mind of leaders.   4. Undaunted Courage (Stephen Ambrose) – I read this book many years ago, but have never forgotten it. It’s a riveting account of the harrowing journey of Lewis and Clark and the Corps of Discovery, but has some tremendous leadership lessons tucked inside.   5. Crucial Conversations (Patterson, Grenny, McMillan, Switzler) – Every adult should read this book. It’s not only one of the best business books I’ve read, but has immediate and obvious application to every relationship in which you and I are involved. It’s about how to skillfully navigate difficult conversations.  
Photo Courtesy of Danielle Trista Photography
  6. Getting Things Done (David Allen) – David Allen uncovers and passes along some crucial insights into how we think about work and other tasks. In addition, he communicates a wonderful and closed-loop process for getting the things done that matter most to us.   7. Integrity (Henry Cloud) – Integrity is more than simple honesty, it’s the key to success. A person with integrity has the ability to pull everything together, to make it all happen no matter how challenging the circumstances. This is essential reading for every aspiring leader.   8. The Bible (God) – The best-selling book in the history of mankind. It has impacted me more than any other book on the planet. I read it almost daily to ground myself in the truth.   9. Good to Great (Jim Collins) – This book has become a classic that’s referenced in leadership circles across the globe. Collins’ research and writing once again hit a home run in helping business owners and leaders everywhere understand what creates and sustains greatness.   10. The Power of Habit (Charles Duhigg) – This is probably the most intriguing book I’ve read recently. It gives powerful insight into how habits work, both personally and organizationally. It also shows us how we can change them, when needed, to get more positive results.    
Being a lifelong learner is a crucial mindset for strong, successful leaders.

Joe Denner

   

One More Perspective

There are many great ways to learn. But, there’s one more thing that’s indispensable when it comes to learning for leaders. We must never stop learning from our mistakes and failures.   While we should never seek to fail, failure is inevitable for anyone who is stepping out and taking risks. That’s what leaders do. And they learn from their mistakes. Failure, while not the objective, often provides one of the richest and most valuable laboratories for learning.   Take a quick look at my post titled, “Three Ways to Turn Failure Into Feedback.”   Question: What is your favorite book and why? [question]great-leader-believes[/question]  
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Personal Development

What’s Wrong With Your To-Do List?

Have you already looked at your to-do list for today?    
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  Not everyone is a list person, but almost everyone has a to-do list of some kind, somewhere, even if it’s in their head.   Some people use their calendar. Others use a trusty notepad or notebook. Others still, like me, look to technology to find the most effective and efficient method of managing the avalanche of stuff we need to deal with and ultimately take action upon.   Some of us are trying to squeeze the maximum productivity out of every moment of every day. If we’re not careful we can become slaves to this mentality and wear ourselves out to the point at which we actually become a liability.   Here’s a different angle. Do you have a stop doing list? There are likely things that you’re doing, that have become routine for you, but that are actually working against you.   What’s one thing you need to stop doing? If you were to stop doing it, what would be the impact on your day, your week, or even your life? Let me elaborate…
 

A Great Stop Doing List

Here are three quick things that I almost certainly know belong on your stop doing list in some form or another.   1. Stop giving power to limiting beliefs. What are the things that you believe, mostly about yourself, your dreams, and your aspirations, that are holding you back? You need to realize that you are the one giving those things power over you. It’s time to reframe them or obliterate them.   For example, one of my biggest limiting beliefs is that I don’t have enough time. I bet that’s on your list too. But, the plain fact is that it’s not true. What is true is that I don’t have time to do everything, but I do have time to do what’s most important. The problem comes when I refuse to decide what’s most important. As the old saying goes, if everything is important, then nothing is.   See my blog post, “The Five Best Things to Do When You Don’t Have Enough Time.”   One of my other big limiting belief is that I can’t say no. It feels absurd to even write that, but that’s how I feel when I perceive a need or receive a request that I know I have the ability to fulfill. The feeling is especially strong when I don’t see anyone else stepping up to fill the gap. I am definitely getting better at saying no, or at the very least not volunteering for things, but I have a long way to go to.   Michael Hyatt has a great podcast on “How to Say No Without Feeling Guilty.”   2. Stop doing the things you should be delegating. We each have a unique set of tasks that are really within our sweet spot and are the things that we can best do for the organization. But, we often get sidetracked with a torrent of other tasks that we gravitate to for a variety of reasons.   Either way, we need to work hard at identifying the short list of things we do best and which the organization most needs from us and stay focused on those things. Everything else should be delegated. Everything.   I know that’s easier said than done, but I believe effective delegation is one of the top five essential skills for organizational leaders. I have a great podcast that talks about this in a lot more detail. It’s called, “Five Essential Skills to Being a Great Leader.” Listen now.  
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  3. Stop doing the things that are keeping you from what’s most important. Not only are limiting beliefs keeping us from what’s most important, but many other things get in the way. The #1 thing I encounter personally, and with many of my clients, is that of becoming a slave to our email and other forms of messaging. That has to change or we’ll never become as effective as we could be.   Another thing we need to stop is doing what is easy instead of what is important. This affects almost everyone at one time or another. Some of us struggle with it constantly. I’ve learned that I tend to value completion over progress. So, I will naturally tend to do things that I can get done quickly and easily so I can check them off my list. Most of that stuff isn’t high priority and, as such, is a distraction I need to ignore.   I’ve implemented a new practice that helps me with this. I begin the day by identifying what absolutely must be done today. I put that on a special list and then discipline myself to only look at that list until all of the items are complete. Then I am free to look at the rest of my to-dos. I’m not perfect with this, but making a lot of progress and really enjoying the benefits.  
Stop doing what you should be delegating.

Joe Denner

   

Last Chance + A Great Bonus

Our new video training series, “7 Days to Becoming a GREAT Manager” is available for a 45% discount, but not for much longer. At midnight tonight, the price reverts back to our normal retail price.   Additionally, for anyone who purchases the course today, I will be offering two live coaching calls where we’ll discuss how to apply the material and create some quick wins. Don’t miss out on this great opportunity. Act now.  

Take Action Today

I’ve given you some personal examples. Now it’s your turn. Stop right now. Take five minutes and make a short list of the most important things for you to stop doing. Don’t try to figure it all out right now. Just make the list. Then pick one item and work on how to make it happen (or stop happening in this case).   Question: What is one thing you need to stop doing? [question]to-do-list-stop[/question]  
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Personal Development

Giving Thanks for the Fallen Warriors

Were you able to attend a Memorial Day parade or flag folding ceremony on Monday? I’m sorry to say that due to other priorities this was the first time in a few years that I have not.  
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  Memorial Day is one of those holidays that I took for granted for way too many years. But as I have aged (somewhat like a fine wine) it has grown in its importance to me. It’s become more personal because my grandfather gave his life in the service of our country many years ago, when my mom was only twelve.   I never had the privilege of meeting this great man, but I’ve heard a lot about him from my mom and other family members. I’ve admired his picture and, as young boy, I had the opportunity to visit the Davis-Monthan Air Force base in Tucson, AZ where a monument in his memory was built.   All five of my sons and I are a part of the Civil Air Patrol, which is the official auxiliary of the United States Air Force. Because of our participation in this organization, many of them have been involved in flag folding ceremonies as well as presenting the colors over the years. No matter how many times I attend one of these events on Memorial Day, it’s always a very moving experience.   My grandfather’s story is an example of true servant leadership. He trained pilots for the Air Force and one day a routine training flight went awry. As the plane landed something went wrong and the plane’s engine caught fire. As the crew scrambled to evacuate the plane my grandfather’s seatbelt jammed. One of his fellow crew members attempted to assist him. My grandfather ordered him to exit the plane. The crew member obeyed the command and thankfully his life was spared. Unfortunately for my grandfather, the plane exploded with him still inside. All of the other crew members made it to safety.     I know you appreciate the service and sacrifice of those who have served in our military. Many have given their lives to secure and maintain the freedoms the people of this nation, including you and me, have enjoyed for more than two centuries.   Let me encourage you to make sure you take the time to stop and thank the men and women you encounter along life’s journey who have donned the uniform and sworn to protect this great nation. And, next year, let’s both commit to setting aside the time to watch the parade and listen to the speeches offered by veterans whose simple desire is to honor their friends and comrades who paid the ultimate price that we might be free.   Question: Who would you like to honor in regards to Memorial Day this year? [question]fallen-warriors[/question]  
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Personal Development

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