Genuine Curiosity

Author Dwayne Melancon is always on the lookout for new things to learn. An ecclectic collection of postings on personal productivity, travel, good books, gadgets, leadership & management, and many other things.

 

Throwing in the towel...

For years, just about every hotel I visit (and I visit a bunch of them) has a little sign in the room that tells me how much the world suffers because of all of the towels I make them wash every day. I'm sure you've seen the signs. They all go something like this (my paraphrased version):

Throughout the world, travelers like you cause the hotel industry to use a kabillion gallons of water and a whole boatload of energy every single day just to give you a new towel every day. You can save the world by re-using your towels.

To re-use your towels, hang them on the rack. Otherwise toss them on the floor or in the tub, and we'll replace them.

Every time I stay at a hotel for more than a night, I re-hang my towel so I can use it again. And, in about 99% of the cases, they take my towel anyway and give me a fresh, clean one.

In addition to hanging towels on the towel bar, I have tried hanging them in the closet, on the hook on the back of the door, and other places to keep from sending the world to Hell in a handbasket because of my excessive use of towels. Most of these have no effect (though hanging the towel in the closet usually keeps them from taking that one - but sometimes causes them to leave an additional towel in the bathroom).

What's my point?

This is about more than just towels. This is about business and management. What can we, as managers, learn from this?

  1. If your business sets a customer's expectation in a certain way, you should try to satisfy those expectations in a manner that's consistent with what you've said you're going to do.
  2. If you have a policy you don't enforce, why have the policy at all?
  3. If you implement a policy or practice which you expect your staff to fulfill on your behalf, it's your responsibility to ensure that the staff understands how to act according to your wishes.

Take a look at your business's policies, practices, and messages to your customers. Do they make sense? Does your staff understand what's expected of them? Are you fulfilling the expectations you've set for your customers?

If not, are you going to fix it? If it's your responsibility, what are you waiting for?


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What a coincidence...

As you may have noted from a couple of my posts this past week, I've been thinking a lot about laser beams and focus (following my LASIK procedure).

I laughed out loud at the coincidence when I received an email from Amazon yesterday that my advance copy of Lisa Haneberg's latest book, "Focus Like a Laser Beam: 10 Ways to Do What Matters Most" just shipped yesterday. I'm confident I'll be as pleased with Lisa's book as I have been with my LASIK.

I've been a big fan of Lisa's work for quite a while, starting with her book, "High Impact Middle Management" which was one of my favorites from last year. I then participated in the pilot of her "2 Weeks 2 A Breakthrough" pilot program last summer, and was even more impressed with how she works and thinks.

From some early clues from her about this latest book, I'm glad it'll arrive just in time for a flight to Houston this week. Check out Lisa's new book - and check out her blog Management Craft if you haven't already done so.

Congratulations, Lisa!

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Rosas Reinvention Round-up

If you're looking to reinvent yourself, Rosa's got a great round-up that is sure to help. Check out Reinventions at Work and in Business: the Ho'ohana Community Forum for this month.

As you may know, Rosa is a tremendous connector (of lots of things including people, ideas, bloggers, and businesses). She has a knack for bringing up things just when you need them, and this month is no exception -- at least for me.

If Rosa's place isn't one of your regular blogstops, it should be.

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Reinventions at Work and in Business: a Ho‘ohana Community Forum

From time to time, each of us experiences overwhelming, daunting, or frightening tasks. You know the kind - you don't even know where to begin. Last year, I read a book (The War of Art) that talked about a "force" that it called "The Resistance" which describes this phenomenon perfectly.

Sometimes, it's tough to get started because you have no clue what to do, or how to do it.So how do you overcome The Resistance? The first step is always the hardest - because that is where you must overcome the momentum of the easiest choice - doing nothing. As tempting as it is to procrastinate, most of the time these daunting tasks don't just go away.

Get clear on what you really need to do

In his book Getting Things Done, David Allen talks about how we get "stuck" on projects and planning because we aren't clear on the goals and activities required (paraphrasing, "We don't know what done means, and we haven't figured out what doing looks like.") He offers excellent advice: Sit down and establish a crisp definition of the outcome you are trying to achieve - only then, can you begin to divine the steps and resources required to get there.

Another variation on this from Stephen Covey, in his 7 Habits, tells us to "Begin with the end in mind." Again, figure out what you want to achieve to get yourself unstuck and moving in the right direction.

Get some help

Whether it's doing your taxes, estate planning, or getting a project going sometimes we can all use some help. There are a plethora of options available to us, such as:

Outsource

Seek professional help. For financial matters, you might benefit from a professional tax preparer, a fee-only financial advisor, or an estate planning expert. You can often gain access to these people through organizations with which you're affiliated like credit unions, wholesale shopping clubs, or professional organizations.

These resources can also help you clarify your goals, provide expert advice based on the experiences of others, and useful things like that.

Network

Ask people you know for help. Whether you know them via work, community involvement, the blogging community, or other means, you can often find people who've had experience dealing with the same issue you're wrestling with. Why re-invent the wheel? Reach out and ask them for advice or help.

By the way, if you "get clear on what you really need to do" before you reach out, you'll increase your chance of success.

Engage If this is a work-related project, call a meeting and solicit help in getting things rolling. For maximum effectiveness, clarify your desired outcome ahead of time and pre-announce that via your meeting invitation. Also, clarify the purpose of the meeting (brainstorming, making a decision, creating a project plan, etc.), and communicate your expectations of the attendees so they show up ready to contribute in appropriate ways.
Take small bites

If a project seems overwhelming, maybe you're being too aggressive or optimistic. Consider whether you can break it up into smaller projects. One of the things I've learned from my work in the software industry is that there is often a ton of value in using a "go ugly early" strategy to show some project and establish visible momentum. This helps you achieve a sense of accomplishment, enables you to recruit supporters and more resources with less effort, and can help you detect flaws in judgement before you've invested too much time and energy in the project.

Create a forcing event

There is nothing like a deadline to drive activity. Consider making an external commitment to getting your project done. Announce to your team, customers, or other "audiences" when you'll deliver something, and you'll often find that it provides that extra bit of motivation to get you off your butt and get to work.

A variation of this is calling a meeting for which you need to produce something (a plan, update, or presentation). Get it done, or you look bad - ego is a powerful tool, when used in this way.

Study up

Sometimes, it's tough to get started because you have no clue what to do, or how to do it. While you can "Get some help" as described above, you may decide that you'd rather address your own lack of skills instead. Again, there are a lot of resources out there, including:

  • e-learning
  • your public library
  • local community colleges
  • books
  • courses offered through professional organizations

If what you're doing will provide you with reusable skills that advance your career or give you personal satisfaction, this is a great option.

Share what you know

Help yourself by helping others. You can build your network of resources and create more leverage in your life by sharing what you know.

When someone asks you to become part of their network you (by definition) extend your own network.

So how about it? what do you do to overcome The Resistance?


Related posts:

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The Effect of a Leader, Starbucks style

Last weekend, my family and I spent the weekend in Seattle for my son's birthday, and one of the main things he wanted to do was have coffee in the first Starbucks (we are "coffee people" - a combination of our Cajun heritage and Pacific Northwest residency, I think).

The first Starbucks is located in Pike's Place Market along the Seattle waterfront, and the store was opened in 1971. When we walked in, I was struck by the fact that it really doesn't "feel" like the Starbucks I know and love. Sure, there are similarities, but this "version 1.0" of Starbucks has a different ambience. For example, there are no comfy couches (not really any place to sit, for that matter), and it's a lot darker (both in lighting and décor). The similarities? The menu is the same, and all that Starbucks gear you can buy (mugs, coffee makers, etc.)

What was intriguing to me is was how much the "zen" of Starbucks has changed since 1971, and how much it hasn't.

What's the same?

  • The friendliness of the baristas, the terminology, and the excellent coffee are just like any Starbucks I've visited just about anywhere in the world.

What's different?

  • Starbucks v1.0 doesn't feel like the "lifestyle store" you commonly associate with the Starbucks name. It's not as warm, welcoming, or inviting and doesn't feel like quite so much like someplace you'd go to hang out with your friends.

And yet -- this is the place it all started.

What can we learn from this?

In addition to the Venti Sugar-free Vanilla Latte I bought, here is what I took away from the experience:

  • Focus - stay true to your core
    • I love that Starbucks has kept true to their roots of coffee, tea, and spices as the center of their business. No matter how they change, it's still about the coffee, tea, and spices.
  • Re-invent
    • There is a binder in the first Starbucks that shows some of the changes over the last 35 years (yes - Starbucks has been around for 35 years!) and they've not been shy about re-inventing themselves.
  • Innovate
    • Starbucks clearly has the passion to continue innovating around a tiny set of ingredients. Who'd have thought there would be so many ways to dress up a cup of coffee?
  • Evolve
    • Starbucks took the core attraction of its business and has continued to evolve and extend itself to connect emotions and intrinsic value with its core products.
  • Involve
    • From coffee products for the home, to music, and now movies and crossword puzzles, Starbucks is increasingly reaching beyond its walls and creating a sense of community.

Lessons for life, business, and global domination. All from a cup of coffee.

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