Many experienced professionals don't see the need for continuous improvement. They often think, "I've been doing this for fifteen years, so I must be great." The number of years experience is not a measure of excellence - any honest golfer knows that. Such thinking can limit you from achieving a higher level of success. It is like the lumber jack who works non-stop and never takes the time to sharpen their axe.

Just because you've been doing something for years doesn't mean you can't or don't need to improve. Oftentimes, people get satisfied at just being good at what they do. A sales person who stops doing all the little things that made them great, such as using a pre-call checklist, asking for referrals and testimonials, conducting timely follow-up, and sending thank-you notes. But these little things make the difference between good and great.

In fact, a great chasm exists between good and great performance. Realize, however, that this doesn't mean you have to work harder. Rather, you need the discipline to execute the little things in an extraordinary way every day. Consider U2 front man Bono's example of taking something good and making it great.

"An early version of our first single Vertigo was massaged, hammered, tweaked, lubed, sailed through two mixes, and got U2's unanimous stamp of 'very good.' Very good is the enemy of great. You think great is right next door. It's not. It's in another country," Bono told USA Today.

Instead of releasing the song at "very good," the band returned to the studio and took it apart. They rearranged Vertigo with new melodies and new arrangement and new rhythms. They soon discovered untapped reserves of ideas and fortitude, and the song went on to become a number one hit, win the Grammy for song of the year, off the album How to Dismantle an Atomic Bomb that won the Grammy too.

Has your performance been "good" or "great"? Have you been on cruise control in your job? When was the last time you went back into your "studio" and reevaluated what you do and how you are doing it? Ask "What Can I Do Better?"

When was the last time you asked a client what you could do to improve his or her experience with you? Years? Months? Never? Some companies like my client PwC have an exhaustive process to make sure they deliver maximum value to their customers. If you want to continuously improve your sales skills, your clients and prospects will have the most valuable insight into how you can become better. So make it a priority to regularly ask them for their suggestions on how to improve and add more value. Sales managers should ask their sale people, "You have worked with me know for three months/three years. What can I do to be a better sales manager? How can I support your more?"

The same question is just as powerful with your family. When is the last time you asked your kids, "What can I do to be a better mommy or daddy?" How about asking your spouse? I guarantee they will have some feed back for you. It take courage to ask and really listen to the answers. You tendency will be to defend yourself. Instead SHUT UP an dd say thank you.

What you often find is that is will be little things they want you to do more often that you did not know where that important. Recently with our middle son Davis the answer came back have more fun. I have been so focused on driving hard as the school year finishes I needed to lighten up!

 Although asking "What can I do better?" is an excellent way to continuously improve your performance, asking is really only the first step. The key is to listen when someone offers a suggestion. When a client starts talking, don't try to defend yourself or justify your actions, just listen to what he or she has to say. Take your client's/wife's/husband's/daughter's/son's suggestions seriously and follow up with the them later to ensure you make progress.

Does customer loyalty count for something? Don't you hate it when you are the current customer of a company, maybe even for many years and you see a special incentive that company is offering new customers that they did not offer you? I hate it when that happens! Cable TV companies are famous for that.

I love it when a company I have been very loyal to, like American Express (since 1983), helps me out when I need it. When I was traveling and was a few days tardy on a payment they will not charge me the interest for example. I have been flying Delta for almost 2 million miles and am Diamond level status. They  always go the extra-mile to help me when there are travel problems from a weather or maintenance issue.

I have been a Sprint customer since 1999 - I have never left them.We have six lines and our bill is about $300 a month. Last week I was looking for a little help on something I thought would not be a problem. My wife has a Galaxy Tablet with a $30 month charge and a 2 year contract. Sprint sells the iPhone but not the iPad. She is a Realtor with Sotheby's and needed to upgrade to the iPad. I called Sprint customer service, reminded them of my loyalty and history with them. We would have gotten the iPad and service from them but it was not an option. I asked them to let us out of the last 7 months of the contract on the Galaxy Tab. It was either pay for another 7 months or pay a $70 penalty to get out of it. 

This was not about the $70 bucks to me. It was the principle that I am a valuable customer and deserve a break. No was he answer. I went to he next level. No. Although I did find out they are no longer charging for the Air Rave booster service I have in my home to boost the signal. They would not charge me anymore for that, but would not credit me for all the months they had been. At the next level the I talked about my loyalty and the approximately $35,000 I had spent with them over the years. The rep said I appreciate that BUT, wait for it...

We have to treat all our customers the same.

I admit I lost it when he said that. That is like telling your spouse I love you BUT......I believe I said that is bull poo poo or something similar to that. I asked him, really?  A customer with one line who has been with you a year is as valuable as I am? Silence.....he could not answer that one. I asked to talk to his supervisor. They were busy and would call me later in the day. I looked forward to their call.

I had to start over of course with the whole story and again, was told, we can not let you out of the contract. That is funny because we both know that anything is possible. I understand a reason for that policy AND not all customers are the same, are they? I do not think so. So, what happened? They would not let me out of the contract or the penalty and they did find a creative way to make me whole where I actually came out ahead. It was so complicated that I did not understand it.

It was a creative solution that could have been resolved on the first call. Was I out of line? Do you treat all your customers the same?

I hate it when you hear phony offers that attempt to use urgency and scarcity to get you to take action now. You know the ones..."only the next 100 callers"..."a strict limit of only two per customer"...really? If I am caller 103 you will not let me buy? Really, you will not find a way to let me buy four?

When used correctly and with integrity, urgency and scarcity are two of the most powerful tools of influence. I was hired by TruGreen Chem Lawn recently to help them in their national call center. Spring has sprung early in many areas of the country and their national advertising campaign is just beginning to hit. The phones are busy and will really get busy in the next week. The call center needed to Get Switched On and I am the guy for that!

I went in a day early for "recon" to understand the system, scripts, new Healthy Lawn Plan offer, listen to actual calls and see how they were celebrating their success to create a cycle of success.

Motion creates Emotion

Emotion creates Energy

Energy creates Sales

Does that make sense? When you have 150 people on the phones taking up to 50 calls a day the atmosphere or lack there of is crucial. I helped them with some simple fun ideas to the the team up celebrating each sale (ringing a bell close by each area) and then a special ceremony for the 10th, 15th and 20th sale of the day. We also added a energy component to their daily Huddles and you could FEEL the difference in the room very quickly. I then created a customized training for all the employees and trained them all over a two day period. They have a very talented group already and I wanted to help take them to the next level.

Perhaps the biggest change was to help them cut the script in HALF and add a legitimate urgency to the phone call!!! Getting the first treatment for your lawn care down quickly - particularly if you live in an area where crab grass is a problem is critical. Timing is very important. If you wait too long you can have a much bigger problem later on.

It is true that their phones were ringing off the hook. It is true that spring is early in most areas. It is true the timing of the first treatment is critical. It is true that the field is very busy getting the appointments booked right now to get everyone started.

Not using this the reality of the current situation as an asset is a mistake and I corrected it. TruGreen is the industry leader and the caller does not typically need a detailed explanation about every potential weed and the history of lawn care. They want to know they are getting a quality product, applied by a pro, at the right time for a fair price and know that the company has a guarantee and will stand behind what they do.The results initially are terrific. I am excited to monitor how they continue their success over the next 6 weeks of their busy season.

How can you use true urgency and scarcity more effectively? Why is time of the essence? Why should people take action now? What outside forces are impacting the current situation? Use them to your advantage.

I still think there is unlimited opportunity for you because so many are satisfied with being mediocre.

When you are switched on, in the moment and energetic in your communication skills and it shows in your attitude,  you stand out! You stand out compared to the masses who are semi-comatose.Think how rarely you run into someone who is truly a professional at what they do? I mean they blew you away. It is rare.

The unemployment rate in America is much worse than the 8.3% figure reported, it is a sham. An easy search will reveal the real unemployment rate is at least 19% and even as high as 22.5% by some estimates. 

How can over 1.5 million new people file for unemployment in January in the US and we add only 243,000 new jobs for a net loss of 1.27 million and the unemployment number goes down?  How is that possible without some serious manipulation of the numbers. For example they simply stop counting people.  Over 1.2 million people in America gave up looking for a job in January alone and are no longer even counted. Over the last 3 years it is 4.7 million!

Yet, given this situation, many of the companies I speak to are all on a hunt for GREAT people.

From a QSR like Krystal where I recently interviewed a restaurant manager who showed me a stack of applications (single sheets) almost two inches high. He had interviewed them all and told me there was not one candidate in the stack! When I spoke to Blue Global Media last month they said they are literally doubling the size of their company this year and need more great people. I spoke to the High Achievers for Computer Task Group in Barbados recently. The have grown 20%+  a year the last 10 years and are always searching for professionals.

Are you a professional? How much better are you than you were 3 years ago. Five years ago? Ten years ago? 

What are you doing each day to continually sharpen your saw? What could you be doing?

I was at an amazing property for an event at the Ritz Carlton in Laguna Niguel, CA. They are renowned for their service chain wide and it was obvious the staff really owned it and took pride in being great. I was speaking to one of the door man as I left. I was talking about my stay and how impressed I was. I mentioned how much better they were that most of the hotels I stay at. Do you know what he said?

"We are professionals."

 

If you are at least 40 you can likely hear the Missing Persons song playing in your head right now....."life is so strange when you don't know...."

To close the gap between where you are and where you want to be, you must know where you are going with real clarity. This is the perfect time of year to do it. It will be the 4th of July before you know it!  It is so easy to get off track from your desired destination. Reflection is the key step in achieving direction and giving you a chance to clarify your thinking.The challenge is we live in a "microwave" society and not one that likes to "meditate" on things. Martin Luther King said,

"Rarely do we find people to engage in hard solid thinking. There is almost a universal quest for easy answers and half-baked solutions.Nothing pains some people more than having to think."

My father passed away on December 30th after a difficult fight against lung cancer. I am sure many of you have gone through losing a parent. It tends to make you pause, reevaluate your life and take a hard look at what is important. My dad was a great role model in many ways as a parent and a husband. My parents would have celebrated their 60th wedding anniversary this July!

I have great memories of him and perhaps the best lesson: take the time to enjoy the journey and take care of yourself as you are pursuing your goals. Because of my dad, I consciously take extra time to be with our kids and block out the time to exercise and be in great shape.

He really took the time to enjoy his life AFTER he retired. My memories of him before he retired was different. He and a friend owned and operated a Ford Dealership in Spokane. He rarely took time off and did not take care of himself like he could have. That is an easy trap to fall into. After he retired he changed many habits and lived a high quality of life until the last few months.

Take some time tonight to reflect on your current direction. Are you on track? Are you clear where you are headed and what you are pursing? Really think and be honest with yourself. Are there any BRUTAL FACTS you need to confront and take action on right now?

Keep me posted on your progress and let me know what you do.

---

 

Chip

Our youngest Lucas asked me today, "Dad, what special things are we going to do over Christmas break?" We are not traveling this season so we will have plenty of time with our three kids. For many of us we have quite a bit of time off and history tells me that it can fly by very quickly and be January 2nd before we know it. Has that every happened to you? Here are a few ideas to consider to get the most out of the holidays.

1. Take responsibility for your experience - for many, emotions run a little higher this time of year. You are in control of your feelings and your reactions to that cousin who loves to try to start something every time you get together.  Your experience will be dictated by what you chose to focus on. Do not let one little upset ruin the day.

2. Ask don't tell - you will have a better time at family and holiday functions if you listen more and ask people terrific questions. Ask about their family, goals for 2012 and their highlights of 2011. Everyone's favorite topic is themselves.

3. Take time to create moments and connect - Lucas is seven so Christmas is extra special as you know. Moments are easy to create. Take the extra time to watch a special Christmas show together or take the time to work on that tough Lego set together. With the older kids and my wife I like to "do something" special, usually outside like a great hike up to the observation tower on the  Foothills Parkway in the Smoky Mountains. Start planning some fun things to do together that will create a memory. What will you do?

Have a wonderful Christmas and Holiday Season. I want to thank you for your support this year and hope I am adding value.

Luke 2:9-14

This Thanksgiving, Christmas and Holiday season is a great time to do something you will always remember and future generations will cherish. It is likely you may be seeing old friends and family that you may not be around often.  It is possible you will be seeing them for the last time. My mentor Jim Rohn taught me this:

"If life is worth living it is worth recording. "

I took that advice to heart. I have been keeping Journals since 1998 and they make up a significant part of my personal development library. If you want more advice on how to keep a Journal you can watch this video.  One Christmas, when I went home to see my Granny Grace in the early 1993 I had a great idea. To this day, it continues to pay dividends. She was 90 and sharp as a tack.

I had a new video camera. Do you remember those? Do you still have one? I took the opportunity to interview my Granny one one one, with the family and playing the piano. I recorded over 3 hours of material. I duplicated it and gave a copy to her and the entire family. Granny loved it! She had never seen herself on TV! She thought it was absolutely amazing! She passed away shortly after my oldest daughter Madison was born. I know have an easy way to show them what a character their Great Granny Grace was.

Too often we do not capture the stories and document the experiences that make our family unique. I went back to visit my dad a couple weeks ago. He is battling lung cancer and endured multiple rounds of chemo. He is fighting to stay alive and regain his strength. When he was up to it I was able to interview him and capture some great material. I will do round two on my next trip. My suggestion - do not wait. Carpe diem!

 

Here are some potential questions to ask your parents or grandparent.

Where were you born/grow up? Tell me about your childhood - chores/school/sports/pets/toys/hobbies.
What do you remember about your mom, dad, grandparents, brothers, sisters?
What do you remember best about your parents?
What did you and your siblings do in your spare time
Did the family move around quite a bit?
What is your favorite childhood memory?
What styles of clothing did children wear then?
Did your family have any special traditions?
When did you leave home?
Are there any family recipes that are particularly special?
Are there any heirlooms that have been passed down from one generation to another?
How did you learn to drive, what type of car, first experience?
How did you meet granny/grandpa? How long did you date? Tell me about the courtship/wedding/honeymoon
What was your first job? Other jobs, passions, politics
What kind of strange or unusual twist have happened to you though out life?
Did you ever hear of any scandals in the family
Did you ever run into any one famous?
Do you remember any stories your parents used to tell, or actually had happen to them?
What would you like to see the family become in the future?
What was your greatest accomplishment in life and what was your greatest disappointment?

Don't be afraid to let the interviewee get off the subject. You may get unexpected good stories this way. If necessary, gently steer your interviewee in the right direction. Take out all the old pictures that have been tucked away. Seeing them will bring out some great stories.
With today's technology it is easy to record, edit and post the videos for all to see. Also, make sure you put them on a DVD for them to watch and show easily to others. Look for news on a new company called Genalytix that will be online depository for all your family memories.

It does not seem possible, given the high unemployment rate, that companies report they are having difficulty filling jobs.  The "real unemployment rate" is between 16.6% and 22.7%, not the reported 9.1%. You can see the explanation here and prove it to yourself. No one in the media is reporting this.

The WSJ came out with The Journal Report on Monday - the lead article Why Companies Aren't Getting the Employees They Need reported:

- 52% of US Companies report difficulty filling jobs

- 47%  of employers blame the prospects lack of hard job skills or technical skills

- 35% cite of a lack of candidates experience

 

Dr. Cappelli who wrote the article and lays the blame at our educational system and at companies for not doing the training and apprenticeship programs like in the past. I agree fault can be found in both arenas and what about the potential employees themselves? Could it be they can share the blame?

Could it be the responsibility is with many of today's Trophy Generation? When I was a kid, only the champion of the league got trophies or medals, not everyone on every team in the league like it has been for decades in the USA. We came to believe that the American child’s ego is a delicate flower that needs to protected and nourished.  If an ego is not protected, the child may very well feel distressed or sad. This might lead to self-esteem issues which, if requiring the help of a therapist to overcome, might lead to lawsuits against whoever didn’t give the kid a prize for just participating.

Do you believe that it is still very possible to achieve success ? I do because there are so many satisfied with being mediocre. They are average and OK with it. Just look around you each day. How many people do you run into who are switched on and truly great at what they do? We have embraced mediocrity and entitlement. Each day the entitlement mentality grows in America and has led us and much of the world to the brink of disaster.

Just look at the current Occupy Wall Street movement. What does that even mean? What do they want to have happen - an even bigger government? That has not been working too well. Check out this montage of signs from the event in NYC. A big complaint of many there seems to be this: I went to college, I deserve a job.  I think we have pushed the "follow your passion" movement too far. It has to be balanced with reality.

Going into debt for $138,000 and walking away with a degree in Poetry, Art History, Philosophy, Native American Feminism, Recreation and Leisure Studies may not be a good idea. Especially when the total student loans now exceeds the nation's credit card debt at 1.0 trillion and counting . There are now 111 colleges in the USA that cost over $50,000 a year! I agree with Bill Goss, founder and Managing Director of PIMCO, " College was great as long as the jobs were there." Read the entire article here .

Wouldn't it be better, if you had that kind of money to invest, to instead create/buy a business and train your child to run it?

That way you create a salable asset and have no debt! College or technical schools (enrollment has been booming) can be a good investment for many to acquire tangible skills that are in demand in today’s economy . I know I am reconsidering the common track of attending college for our kids (14, 12 and 7) right now. I think it requires a paradigm shift around education, creating income and a lifestyle. Money is an exchange of value not time. Do you believe that?

Many think it is unfair that some earn so much money. It is not the hour of time, it is what happens in that hour. How much value do you bring to the hour? If you have skills that are easily duplicated than you severely limit your earning ability.

The question is; what are you willing to do each day to become more valuable? Are you actively working on yourself each day, not just on your job? There are many with a great education, perhaps even earning an MBA or even a PhD who do not have the common sense, people skills or ability to apply their knowledge to be a great employee. They may be darn near unemployable.

What can you do? I suggest you adopt what I call the 4% Solution - invest 4% of your day, one hour, back into the most valuable resource you have - you! Are you getting better? Are you more valuable than your were five years ago? What is your plan? It is even more important the farther you are into your career. You must believe that you are good and that you can get better!

What do you think? I would love to hear from you.