Ownership – Page 6 – Grandpa Bob Encouraging Leadership

Service…It’s Everyone’s Advantage

Customers always have an alternative. If your organization isn’t committed to making their experience an excellent one, they’ll figure it out quickly and choose an alternative. It’s that simple.

Take a good look at that picture. Let it burn onto your consciousness.

As the world becomes smaller, and yet, more remote; as customers become closer, and yet, more distant; as you begin to blend in with everyone else…

Service is all you have to actually differentiate yourself.

When anyone can provide what you provide, do what you do, be what you want to be, your focus on service is all that matters.

How does an individual compete against a huge, well-entrenched company? By providing better service. Being more responsive, more flexible, and more personally accountable.

How does a huge, well-entrenched company compete against the scrappy upstart individual? By providing better service. Being more responsive, more flexible, and more personally accountable.

Sound familiar?

Who has the advantage in this battle to provide the best service?

The one that actually lives a service-first mindset. The one that considers the customer’s perspective before their own. The one that delivers excellent service…every time. The one who knows that no company can survive or thrive if it forgets about creating an excellent experience for their customer.

It all comes down to execution, which comes from your uncompromising mindset toward service excellence.

Service is your only advantage. It’s the same advantage everyone else has if they choose to execute on it.

Photo Credit: Unsplash.com—Mike Wilson

Later…

Later only matters in the present.

Later creates room for compromises.

Later lives for tomorrow.

Later keeps lists.

Later allows us to avoid.

Later tells us why we’re preparing.

Later delays forgiveness.

Later is born from hope.

Later connects without really connecting.

Later captures what we imagine.

We often try to create what happens later by our actions today.

Later provides direction.

Later reduces today’s expectations.

Later can hijack the present.

Later is the carrier of our dreams.

Later gains power when it remains vague.

Later simplifies execution.

Later is where many careers will find their stride.

Later is where the craziest ideas go to die.

Later tells us it’s okay to delay.

Later is where big ideas find their future.

Later makes it okay to add complexity.

Later drags us reluctantly forward.

Later makes today easier.

Later makes today harder.

Later isn’t guaranteed. It can easily turn into never if we allow it.

Later only matters in the present. By the time we get to later, there’s a new later that will once again seem more important than our new present.

There’s more to say on this subject. I’ll probably get to it later…

Note to Self

I will do these things as a promise to myself…

Maybe it’s all the close calls, existential threats, newly-invented liabilities, newly-minted regulations, new competitors, old competitors, angry customers, happy customers, former customers, new customers, potential opportunities, new ideas, new methods, better mouse traps, and everything else that comes our way in business (no matter the size).

Maybe it’s the fight-or-flight instinct that gets honed to a fine edge through years of experience. Knowing when to hold ‘em, and when to fold ‘em…but always allowing room for doubt. Knowing when the silent customer is more important than the loudest one. Knowing that the employee you don’t see is just as important as the one you do see. Knowing we always have a competitor, whether we realize it or not.

Maybe it’s that standard defensive posture that every business assumes at times, even when it knows that only a strong offense will win the day. Understanding that this isn’t a game we get to win every day.

Maybe it’s just fear of failure, or more likely, fear of success.

Whatever it is that stops me from getting the most enjoyment from this business…now is the time to let it go.

Life is way too short to let the small stuff get in the way.

Here’s my promise to myself:

I will go on offense, every day
I will acknowledge my fears, but only if it helps create a stronger offense
I will focus on the next step forward, and let the past remain there
I will create opportunities for those around me
I will love and serve
I will let go
I will enjoy each day as the gift that it is.

I will do these things as a promise to myself, knowing that I’m not the One who is in control.

Speedometers Steal Speed

“The cheetah is the fastest animal on earth. It can reach speeds of up to 65 miles per hour as it pursues its prey. Just look at its awesome speed, as it chases down that gazelle!” – Every Nature Program about Cheetahs

Do you think the cheetah has any idea how fast he’s going?

What about an eagle as it dives through the air to reach its prey?

Does the pelican think about his speed as he dives into the water to catch dinner?

Does the pole vaulter know how fast she’s running just before her jump?

What about the downhill mountain bike racer?

The answers to these questions are obvious. For each to be effective, none are looking at a speedometer to determine their next move. They aren’t referring to some magical heads-up-display to tell them how they’re doing.

In their critical moment, no measurements or brilliant strategic insights will impact the outcome. They will succeed or fail based solely on how they perform, in the next moment.

The moment is all that matters.

Speedometers don’t make speed. They provide external feedback and nothing else.

How often are you slowing down to check your speedometer, instead of focusing on your next critical moment?

Truth is, your moment is all that matters. There’s plenty of time for feedback later when it’s not stealing your speed.

Microwaves and Slow Cookers

Ever burn popcorn in the microwave? If so, you know how quickly it can happen…

I recently heard someone make reference to their art not being microwaved. Their art is the kind that comes from a slow-cooker.

An interesting concept.

The food (or drink) that we place in a microwave is already mostly prepared. We aren’t interested in the process. We just want it to be hot, and we’ve relied on someone else to handle the actual work of preparation.

With the slow cooker, it’s up to us. We choose the ingredients. We do the preparation. Separately, the ingredients just sit there…waiting to be part of something. But, blended properly, with the right amount of time and heat (energy), those separate ingredients (hopefully) combine to create something unique and tasty.

The microwave measures its cooking time in 30-second increments. Hot dogs wrapped in a damp napkin take about a minute. Popcorn takes three to four minutes. Organic brown rice from Trader Joe’s takes four minutes.

Slow-cooking time is measured in hours. Six hours is usually too short. Eight to ten hours gets it right.

And, what about the accompaniments? With a microwave cooking cycle, there’s only time to get your plate ready, find a clean fork, and maybe pour a glass of your favorite beverage. Linear and task-focused.

Slow-cooking provides time for the cook to consider what goes best with the main dish. What shall we have for dessert? Would a loaf of fresh French bread go well with this stew? The fullness of the dining experience is in play.

Neither method is perfect.

Ever burn popcorn in the microwave? If so, you know how quickly it can happen. Something so simple becomes a lump of smoking charcoal.

Slow-cooking disasters are equally possible. Your reward for that ten-hour wait may be something that’s not even edible (at least for anyone who has taste buds).

Both methods have their place. Both carry risk.

The question is how are you deciding which parts of your life to microwave, and which parts to slow-cook?

A tougher question might be: Are you making the choice, or allowing someone else to make the choice for you?

Are You Willing?

All that matters is learning what you believe in…

“I know this now. Every man gives his life for what he believes. Every woman gives her life for what she believes. Sometimes people believe in little or nothing, and yet they give their lives to that little or nothing. One life is all we have and we live it as we believe in living it and then it’s gone. But to surrender what you are and to live without belief is more terrible than dying—even more terrible than dying young.” –Joan of Arc

Joan of Arc lived less than twenty years. Yet she fought for her beliefs and made a huge impact on history. She died for her beliefs at an age when many are just beginning their life’s journey.

She knew what she believed in. She knew what it meant to sacrifice for her beliefs. Ask anyone who serves or served in the military, a first responder who runs into a burning building to save others, or a newly formed priest who has answered God’s call. These are just a few examples. Each of them know what it means to sacrifice for their beliefs.

Sometimes our beliefs emerge quietly without our knowledge. We go through life, making seemingly inconsequential decisions about what we will and won’t do. We decide who our friends are, and how much we will let them into our lives. We decide when to listen. We decide how honest we will be with the world around us.

We establish habits for living our life, and we go on our merry way.

Do you know what you believe in? Really? Do you know what you believe to be true? Do you know what is important in your life?

Have you made the quiet time in your life that’s necessary to consider these questions?

What if it turns out that the things you believe in aren’t manifested in the way you live? Are you willing to change your habits? Are you willing to eliminate the things that don’t support your beliefs? Will you support your beliefs in the way you live, and the way you work with others? Are you willing to make your beliefs the centerpiece of your actions in everything you do?

Joan of Arc was right. One life is all we have, and then it’s gone.

Where are you in that one life? Is it too late to examine your beliefs and change the way you live?

The answer is clear But, it won’t become obvious until we make quiet time in our lives to reflect. When we do, we find it’s never too late to examine our beliefs and change our life.

Every day is a new beginning if we choose to make it so. It doesn’t matter what happened in the past. It doesn’t matter who wronged you. It doesn’t matter if you had a terrible childhood. It doesn’t matter if you’ve missed opportunities in the past. It certainly doesn’t matter if you failed in the past.

All that matters is learning what you believe in. Then, deciding what to do with that new knowledge, starting today.

The only question is: Are you willing to find out?

h/t: Matthew Kelly

Yo Ho, Yo Ho, A Pirate’s Life for Me!

What makes this ride so popular? Definitely not the speed. Is it the “escape” into another world? Maybe. But, is it really an escape?

If you’re like me, you know the only way to turn at the end of Main Street USA is left. Left, toward Adventureland, and New Orleans Square. Sure, you could go for one of the “speed” rides like Space Mountain over in Tomorrowland. Buzz Lightyear (Astro Blasters) is a good one. Or, maybe Thunder Mountain. The Matterhorn is re-opened, if you like to have your spine compressed (not sure why they didn’t fix that problem during the most recent refresh).

But, the best rides are definitely in Adventureland. The Jungle Cruise, Indiana Jones, Pirates of the Caribbean, and the Haunted Mansion. Don’t even get me started on how awesome Tom Sawyer’s Island is.

The Jungle Cruise is all about the puns. Indiana Jones is (mild) sensory overload and a neat cave walk to and from the ride. The Haunted Mansion is a cross between Tim Burton’s vision of the world, and old school special effects that are still cool.

The best of all is Pirates!

First you’re in a New Orleans bayou. Crickets are chirping, a few frogs are croaking quietly, and fireflies dart about. It’s dark, quiet, and lazy. The swamp guy sits on his porch, smoking a corn cob pipe. The sound of slow banjo picking comes from his house. Do swamp guys have CD’s? Electricity? Does he have a banjo-playing friend in the house? Then, total darkness, a quick drop, and we enter a pirate’s lair. It’s clearly seen better days. Tons of treasure gather dust and cob webs.

I’ve never known what a New Orleans bayou has to do with being in a pirate’s lair, but over the years, I’ve learned it doesn’t matter. “Dead men tell no tales!” Just as you figure out that all the riches and treasures in the world didn’t do these dead pirates any favors, a foggy curtain projects an apparition of Davy Jones, warning us about the cursed lives of pirates. Our boat ignores the warning and carries us into this cursed world.

We enter a pitched battle between a pirate ship with cannons blazing, and the shore defenses firing back. It’s a desperate battle with explosions and lots of yelling. Somehow the shots never hit anything vital, or do they? The battle rages on, but we pass safely under the line of fire.

The harbor comes into view. Not just any harbor, but a “Yo Ho, Yo Ho, a pirate’s life for me,” harbor from long ago. Pirates are drinking and singing. Some of the less fortunate are dunked endlessly in a well. A vain search for Captain Jack Sparrow. Others are sold as brides. We see drunk pirates singing to themselves and no one in particular, scheming ways to find more treasure.

The scene shifts again to a prison where the only hope of escape lies in convincing a dog to give up the keys. The dog never budges, but always looks like he might. Hopefulness mixed with despair. If only the prisoners would realize that their only salvation is to find a new strategy, a new direction. Of course, they never make this connection. We slowly pass under a collapsing ceiling, and back into the harbor.

The town is ablaze, but nobody cares. We know the flames spell disaster, but that’s lost on everyone in the scene. They continue to drink, sing, and chase each other in a search for the next moment. Some fire randomly across the water at their friends. “Yo Ho, Yo Ho, a pirate’s life for me!”

The dichotomy of the celebratory singing and the evil that humans do to one another isn’t the point…or, maybe it is. All the while, our boat floats lazily through the scene.

We begin our slow climb out of this cursed world as Jack Sparrow tell us to, “Drink up you laddies! Yo Ho!”

What makes this ride so popular? Definitely not the speed. Is it the “escape” into another world? Maybe. But, is it really an escape?

Each of us can relate to being the pirate. We’ve been dunked in the proverbial well…sometimes we do the dunking. We’ve fired aimlessly at our enemies (and our friends) at one time or another. Oblivious to the pain we may cause. We’ve focused solely on the now. Ignored the future. We’ve looked for treasure. Maybe we’ve found it…and yet, our search continues.

Are we nothing more than passengers on the boat, passing lazily through the scenes of life, yet never connecting to any of it? Hopefully not.

A pirate’s life, indeed. Time to get in line for the next ride!

The Power of Elevated Thinking

Imagine the value of the person who looks for ways to help, instead of…

“The last IT guy had a diagram of the network, but since he left, I haven’t updated it to reflect the changes we’ve made.”

“The system was setup before I got here. It’s not a good fit, but I’ve just been making do since I took it over.”

“This process ran pretty smoothly last year. I don’t think the new guy has a clue about how it should work this year. This has failure written all over it.”

“I’ve seen it all in my time. They’ve tried a bunch of new ideas to make things more efficient, but they never work. I try to tell them they’re wasting their time, but nobody listens to me.”

“I wonder when the VP is going to notice how screwed-up this project is. Everyone knows it’s a disaster, but him.”

“The more things change, the more they stay the same around here.”

How many times have you heard (or said) versions of these quotes?

It’s easy to point to problems with “the system.” It’s easy to blame the other guy, the other department, your boss, your employee, the customer(!).

Avoiding ownership is the easy way out. It’s also the quickest way to ensure mediocrity and failure for yourself and your organization.

Imagine the possibilities if just one person in these hypothetical situations chose to elevate their thinking. Imagine if they decided to own the search for the right solution. What if they actively participated in making someone else’s solution a success? Imagine the value of the person who looks for ways to help, instead of looking for ways to criticize.

There’s nothing stopping you from being that person…except maybe yourself.

By the way, have you read my book? 100’s have already (thank you!). If you’re one of them, please do me a favor and tell your friends about it. If not, it’s time to take ownership, and get yourself a copy!

All of my proceeds are going to two awesome groups who embraced the opportunity to take ownership of a problem: Mothers Fighting for Others, and the Scleroderma Research Foundation.

Photo Credit

Inspiration is great, but…

When was the last time you were truly inspired?

Maybe you saw an inspirational movie, an awesome TED talk, or read an inspiring book. Maybe you had a great meeting with your boss. Maybe you have a brilliant idea that will change the world.

Inspiration can come from just about anywhere.

Inspiration is great, but is it enough? Does inspiration alone drive us to take action, to move toward our new future? Maybe, but probably not.

Inspiring thoughts quickly fade. Without action, inspiration is just another passing thought…soon forgotten.

Remaining in the status quo usually seems safer than taking action.

It’s almost a cliché: The journey of a thousand miles begins with the first step. Inspiration is nothing until it’s coupled with your willingness to take action. To take the first step, and then the next.

Action is the fulfillment of inspiration, and often inspires others in the process.

What action are you taking today to pursue the things that inspire you?

The Truth about Ownership

Does everyone own the outcome, or no one?

“When everybody owns something, nobody owns it, and nobody has a direct interest in maintaining or improving its condition. That is why buildings in the Soviet Union—like public housing in the United States—look decrepit within a year or two of their construction…” Milton Friedman

Dr. Friedman won the Nobel Prize for Economic Science in 1976, and died in 2006 at the age of 94.

I could make this post all about his defense of capitalism, his arguments against socialism, the benefits of reducing government’s role in our lives, and a whole host of ideas that he defended throughout his career.

Instead, my focus is on ownership and how Dr. Friedman’s quote applies to leadership in a business setting.

Look around your workplace. Look at the teams. The committees. The ad hoc groups that come together to solve a problem.

Who owns the outcomes of these teams, committees, and ad hoc groups? Is everyone aligned around the same goals? Does everyone own the outcome, or no one?

Ownership is the key to success. Owners are always more dedicated to the outcome than non-owners. If this is true, wouldn’t more owners be better? As Dr. Friedman points out, when everyone owns something, nobody owns it.

True leaders step up and take ownership. Leaders then unite others around the important goals. Followers, in turn, own their support of the goals and their valued place in that effort.

Show me a team with multiple owners (which is really no owners), and I’ll show you a leaderless team that’s doomed to mediocrity and failure.

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“The cheetah is the fastest animal on earth. It can reach speeds of up to 65 miles per hour as it pursues its prey. Just look at its awesome speed, as it chases down that gazelle!” – Every Nature Program about Cheetahs

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