Everywhere you go these days, the talk is about getting more results with fewer resources. In my field of public higher education, we are seeing massive budget cuts, yet the need for our classes is growing faster than ever. We need to find ways of educating ever more students with less and less funding.
Working people in general have been facing this challenge for years. As wages have stagnated, costs have risen. Spending more dollars and getting less for them is a familiar picture to many households.
So what can you do? As this article from The Economist discusses, creative uses of technology have been saving us, and will continue to do so. Whether its smart residential electric meters, or smart phones, technology has allowed productivity to soar even with constricted resources.
If you're a business owner, you need to look at your technology platforms, and see how they can solve your problems. The solution doesn't need to be complex or expensive either. A client of mine is drowning in paperwork, and was convinced that until he invested in expensive case management software, he couldn't avoid it. But I showed him how a simple design in Microsoft Excel, a program he already owned, could save hours with far lower costs.
If you rely on a paycheck, you already know how much pressure you're under to get more done. Marc Lesser's book and practice focus on simplifying what you do to accomplish more.
Whatever your circumstance, what's important to realize is that you can apply proven techniques to create positive growth and change. There's always some thing, small or large, that can be improved. You just have to have an open mind about where to find it.
Sunday, March 18, 2012
Tuesday, October 4, 2011
Traffic Jams and Customer Service...
After a recent visit with family in my hometown of Sacramento, I happened to be browsing the local news magazine. In it appeared a review of a book about traffic (Traffic: Why We Drive the Way We Do (and What It Says About Us)
. The reviewer listed several factoids about traffic and being caught in a traffic jam that I think apply to managing your customers and other clients.
When you have people waiting for you to finish a step in a project, or to deliver a product, the waiting itself can have a negative impact on your customer's perception of you. Here's what we can learn from traffic theory:
1. Unexplained waits are longer than explained waits. Don't leave your customer guessing about what's taking the time. Provide a basic explanation of what you're doing, and why it will take some time.
2. Uncertain waits are longer than known, finite waits. Always give your customer an idea or estimate of how long it will be before you can deliver. Even if you have to change it later, never leave your customer in an indefinite situation. As with traffic, the wait will seem longer if they don't know what to expect.
3. Anxiety makes the wait seem longer. Stay in touch with your customer during the delay. Make sure you keep them confident that you are on top of the matter, and there are no major problems other than simple time to process.
4. Unoccupied time feels longer than occupied time. Sometimes, especially with a longer wait, you need to keep your customer working on something else to give them the feeling of progress. Ask you customer to gather some important information while waiting, or develop delivery details. Perhaps there is draft language or designs that the customer could be looking at.
Good ideas can come from surprising places. Who would think that traffic principles could apply to good customer management? Two lessons here: handle your customer waits well and you'll benefit, and look everywhere for good ideas!
When you have people waiting for you to finish a step in a project, or to deliver a product, the waiting itself can have a negative impact on your customer's perception of you. Here's what we can learn from traffic theory:
1. Unexplained waits are longer than explained waits. Don't leave your customer guessing about what's taking the time. Provide a basic explanation of what you're doing, and why it will take some time.
2. Uncertain waits are longer than known, finite waits. Always give your customer an idea or estimate of how long it will be before you can deliver. Even if you have to change it later, never leave your customer in an indefinite situation. As with traffic, the wait will seem longer if they don't know what to expect.
3. Anxiety makes the wait seem longer. Stay in touch with your customer during the delay. Make sure you keep them confident that you are on top of the matter, and there are no major problems other than simple time to process.
4. Unoccupied time feels longer than occupied time. Sometimes, especially with a longer wait, you need to keep your customer working on something else to give them the feeling of progress. Ask you customer to gather some important information while waiting, or develop delivery details. Perhaps there is draft language or designs that the customer could be looking at.
Good ideas can come from surprising places. Who would think that traffic principles could apply to good customer management? Two lessons here: handle your customer waits well and you'll benefit, and look everywhere for good ideas!
Saturday, June 4, 2011
Friday, May 20, 2011
Admitting Your Mistakes...
Great leaders are never afraid to admit their mistakes, because they realize that mistakes are inevitable. Mistakes are only a problem when we refuse to admit them because we then cannot learn from them and will probably repeat them.
Stephen R. Covey, famed management consultant says "Don't argue for other people's weaknesses. Don't argue for your own. When you make a mistake, admit it, correct it, and learn from it -- immediately."
This blogger has it right. The strongest motivation for refusing to admit mistakes is fear. We fear that admitting we made a mistake or we're wrong somehow means we're not smart, or competent. The true leader understands what the great poet Alexander Pope said: "A man should never be ashamed to own that he is wrong, which is but saying in other words that he is wiser today than he was yesterday."
Sarah Green in her Harvard Review article discusses how often we actually are wrong, and comes up with two resolutions I wholeheartedly support: (1) Actively look for anomalies, and (2) Be gentle to each other — and to yourself. And understand that, like the evolving beings we are, we learn most from our mistakes, but only when we recognize and admit them.
What do you think? Do you have trouble admitting when you're wrong? Or do you have a special strategy for checking yourself? Share your "adventures in the margin of error" with us.
Thursday, March 31, 2011
Twin Baby Boys Have a Conversation! on Shine
Twin Baby Boys Have a Conversation! on Shine
This clip reminds of me of many staff meetings I have attended!
Sunday, March 27, 2011
In Faith is Freedom...
As your faith is strengthened you will find that there is no longer the need to have a sense of control, that things will flow as they will, and that you will flow with them, to your great delight and benefit.
Tuesday, March 22, 2011
The Joy of Doing...
www.ManifestationCoaching.com
The old proverb of “be careful what you wish for” has really proven true for me. My recent promotion has me working harder than I ever imagined and still facing the possibility that I may not succeed. When I first considered this opportunity, my stomach did a little flip of nervousness. Yep, it would clearly be outside my comfort zone.
But throughout my life, that little stomach flip which signals the first steps outside the familiar has been a reliable guide to the best choices in my life. I’ve discovered that, for me, that little fillip of fear says I’m stretching, trying something new for me. And each one of those choices has led to major positive growth in my life. Sometimes you have to be scared to go forward. Change can be scary. There’s nothing wrong with a little fear…unless you let it get between you and your dream.
But what I really wanted to write about is a recent discovery made by one of my clients. See, Say, Do principles say that once you’ve visualized all your possibilities, chosen your path and clearly articulated it, you then have to do something. Some describe it as acting like it’s already true. However you describe it, at some point you have to act.
My client Ben learned how that works in his own life, and I was gratified to see the See, Say, Do principles demonstrated again. Ben is working to build his private practice. Since he graduated from school and got his license, he’d been working out of his house, seeing clients in his home office. But growing his practice was a struggle for Ben. He wasn’t satisfied with the slow pace of growth, and the low fees he was generating. He was still living mostly off his savings, and getting really worried about whether he would have to rethink the idea of being in private practice.
Then Ben came to me for help making a decision. He’d come across an office for rent in a good neighborhood, and for a really reasonable rate. It was just the right size with lots of windows. After visiting the office with him, I had to agree that it was perfect. His problem? He wasn’t sure he could make the commitment to the regular rent payment.
We broke it down. How many clients would he need on a regular basis at what hourly rate to cover the rent? The answer was “more clients than he had.” At first glance, it appeared he couldn’t swing the deal. But he didn’t want to give up. So we talked about it some more. He didn’t have a full client load, so he wouldn’t be using the office every day. That was part of the problem. But perhaps it could be part of the solution instead.
Realizing that many people trying to build a new practice were in the same position as Ben, we considered the possibility of renting the office out on his days with no clients. No deposits, no commitments longer than a month. That way, as Ben’s client list grew, he could gradually reclaim more of his office time.
At last, despite some misgivings, Ben decided to take the plunge and signed the rental agreement and dipped into his savings yet again for the deposit he was required to make. He promptly placed ads on craigslist and bulletin boards at his former school. Amazingly, within days he got a call from another practitioner looking for part-time office space, Ben made his first deal, and settled in to building his practice.
Now here’s where it gets interesting. Ben didn’t change his advertising budget or strategy, though we discussed it. He sent out an announcement about the new office to his email list. He ordered business cards with his new office address and started handing them out everywhere he went. Within three weeks, he had added three clients to his practice, all at higher rates than his existing clients. He doesn’t fill his office fill time yet, but he will soon.
What happened? A scary rental agreement and some business cards. Not much right? The real change, though, was in Ben’s head. For Ben, getting an office made his business real to him! As a result, his new enthusiasm and confidence generated new business. Ben felt more like a businessman, and his practice showed the difference. Having a physical focus for his business created the business for real in his head, and the physical world followed his lead.
You can’t truly make revolutionary choices in your life until you’ve explored your choices. Once you’ve made your choice, you need to think about it and fully clothe the idea or dream until you know all its smallest details. But seeing and saying your dream isn’t everything. No matter how small the effort, you’ve got to do something. Something. Not necessarily something big, just something.
Despite all Ben’s plans to revamp his marketing strategies, to create a great web site, and to begin publishing a newsletter or blog, Ben turned made the difference without any of those things. He moved his practice from his home office to a small rented office. One small do turned the corner for Ben.
When the time comes, don’t stop just because what you’re doing is a little scary and don’t stop just because it doesn’t seem enough. It’s the doing that matters.
Ask Ben.
www.ManifestationCoaching.com
The old proverb of “be careful what you wish for” has really proven true for me. My recent promotion has me working harder than I ever imagined and still facing the possibility that I may not succeed. When I first considered this opportunity, my stomach did a little flip of nervousness. Yep, it would clearly be outside my comfort zone.
But throughout my life, that little stomach flip which signals the first steps outside the familiar has been a reliable guide to the best choices in my life. I’ve discovered that, for me, that little fillip of fear says I’m stretching, trying something new for me. And each one of those choices has led to major positive growth in my life. Sometimes you have to be scared to go forward. Change can be scary. There’s nothing wrong with a little fear…unless you let it get between you and your dream.But what I really wanted to write about is a recent discovery made by one of my clients. See, Say, Do principles say that once you’ve visualized all your possibilities, chosen your path and clearly articulated it, you then have to do something. Some describe it as acting like it’s already true. However you describe it, at some point you have to act.
My client Ben learned how that works in his own life, and I was gratified to see the See, Say, Do principles demonstrated again. Ben is working to build his private practice. Since he graduated from school and got his license, he’d been working out of his house, seeing clients in his home office. But growing his practice was a struggle for Ben. He wasn’t satisfied with the slow pace of growth, and the low fees he was generating. He was still living mostly off his savings, and getting really worried about whether he would have to rethink the idea of being in private practice.
Then Ben came to me for help making a decision. He’d come across an office for rent in a good neighborhood, and for a really reasonable rate. It was just the right size with lots of windows. After visiting the office with him, I had to agree that it was perfect. His problem? He wasn’t sure he could make the commitment to the regular rent payment.We broke it down. How many clients would he need on a regular basis at what hourly rate to cover the rent? The answer was “more clients than he had.” At first glance, it appeared he couldn’t swing the deal. But he didn’t want to give up. So we talked about it some more. He didn’t have a full client load, so he wouldn’t be using the office every day. That was part of the problem. But perhaps it could be part of the solution instead.
Realizing that many people trying to build a new practice were in the same position as Ben, we considered the possibility of renting the office out on his days with no clients. No deposits, no commitments longer than a month. That way, as Ben’s client list grew, he could gradually reclaim more of his office time.
At last, despite some misgivings, Ben decided to take the plunge and signed the rental agreement and dipped into his savings yet again for the deposit he was required to make. He promptly placed ads on craigslist and bulletin boards at his former school. Amazingly, within days he got a call from another practitioner looking for part-time office space, Ben made his first deal, and settled in to building his practice.
Now here’s where it gets interesting. Ben didn’t change his advertising budget or strategy, though we discussed it. He sent out an announcement about the new office to his email list. He ordered business cards with his new office address and started handing them out everywhere he went. Within three weeks, he had added three clients to his practice, all at higher rates than his existing clients. He doesn’t fill his office fill time yet, but he will soon.
What happened? A scary rental agreement and some business cards. Not much right? The real change, though, was in Ben’s head. For Ben, getting an office made his business real to him! As a result, his new enthusiasm and confidence generated new business. Ben felt more like a businessman, and his practice showed the difference. Having a physical focus for his business created the business for real in his head, and the physical world followed his lead.
You can’t truly make revolutionary choices in your life until you’ve explored your choices. Once you’ve made your choice, you need to think about it and fully clothe the idea or dream until you know all its smallest details. But seeing and saying your dream isn’t everything. No matter how small the effort, you’ve got to do something. Something. Not necessarily something big, just something.
Despite all Ben’s plans to revamp his marketing strategies, to create a great web site, and to begin publishing a newsletter or blog, Ben turned made the difference without any of those things. He moved his practice from his home office to a small rented office. One small do turned the corner for Ben.
When the time comes, don’t stop just because what you’re doing is a little scary and don’t stop just because it doesn’t seem enough. It’s the doing that matters.
Ask Ben.
www.ManifestationCoaching.com
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