Let me be clear: I’m going to be pretty blasphemous in this post. Then again, I hope you expect nothing less from me. “Making the numbers” is stupid. It’s a crutch for being simple-minded and weak-spined. At worst, it’s a stick to beat people with which invariably leads to suboptimal, nay, outright stupid behavior. It’s one of the surest ways to guarantee you mortgage the future of your business if you allow the deleterious effects of a “make the numbers” mindset take hold. I acknowledge many of you who have responsibility for P&Ls or cost centers are about to have aneurysms right now. Chillax. I’ll ‘splain Lucy… This is too large a topic to adequately cover in a single sitting so I’m breaking it into three digestible posts. And yes, you’ll have to wait for the second and third installments… First we’ll have to look at how we get into this situation where numbers dominate rational business decision making. Second, we’ll explore the perverse behaviors that result. Finally, I’ll offer a few thoughts on how to get off the psychotic hamster wheel of numerical doom.
https://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.png00Mike Figliuolohttps://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.pngMike Figliuolo2008-07-14 07:10:002018-12-21 13:32:20Why "Making the Numbers" is Stupid (Part 1 of 3: The Tyranny of "Expectations")
It’s an honor and a privilege to bring you some thoughts from bestselling author Dr. Joseph Michelli (author of The Starbucks Experience) on using distinctive service as a strategic competitive advantage. Enough of me… here’s Joseph. We all know businesses that at one time dominated an industry. Whether it was a company like Polaroid which kept a strangle hold on instantly available pictures or Ford Motor Company with its early market prominence, many great businesses ultimately have struggled to maintain their relevance to the customer. As Mike shared with you in an earlier blog post, he and I attended an NYU/Ritz-Carlton Leadership Training course together. That program, along with an additional year of access to leadership at The Ritz-Carlton Hotel Company, reinforced for me the importance of maintaining a constant focus on the changing wants of the customer. In my just released book, The New Gold Standard – 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, I address this issue of relevance through a business principle I termed “Define and Refine.” Much of the historic success of The Ritz-Carlton can be linked to its well-defined service culture complete with a compact and operational mission statement, a credo card carried by all employees, and daily line-ups reinforcing corporate values for every staff member. Given this tightly defined culture and iconic business status, brand relevance became a major challenge for The Ritz-Carlton.
https://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.png00Mike Figliuolohttps://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.pngMike Figliuolo2008-07-07 07:07:002013-11-07 15:26:12Joseph Michelli on Distinctive Service and Seeing the Future - Guest Blogger
Given this is a short 4th of July week and I’m sure you (like me) don’t want to use too many brain cells, I figure we’ll keep it light and have some fun. Then again, fun is what it’s all about, isn’t it? So many times we while away the days being the consummate professional. We read professional journals. We write professional messages. We hold professional meetings. We wear professional clothes. Sometimes we push the limits and read SEMI-professional blogs like this one (which is a wonderful little guilty pleasure). Unfortunately this professionalism bleeds over into everything we do. Professionalism eventually becomes the ultimate buzzkill. And once that happens, life sucks. Allow me to illustrate. My son’s school has a huge outdoor games at the end of the year. There’s a picnic, games, blow-up climbing thingies, etc. Parents are invited. Here’s the first rub – it occurs during the day therefore a lot of parents don’t attend due to work. For some, that’s a reasonable reason to miss the event. For others who have flexibility, it was a lame excuse.
Judging from the thousands of books and hundreds of thousands of websites on the topic, you’d think the resume is the be-all, end-all of human existence. Thousands of pages written about one or two simple pages of text. There are books, websites, training courses, DVDs and how-to guides on the subject ad nauseum. Here’s the dirty little secret – a lot of it is snake oil. Indulge me while I debunkify a la Mythbusters. Strap yourself in – I’m about to challenge “reality” which just might cause a quantum shift in the wasted-time-polishing-a-resume/job availability continuum… 1. Your resume alone can land you a job. Wrong. Too many people spend so much time and effort on their paper because they believe it is the magical key to the six figure job offer. It doesn’t get you the job. It gets you a phone call and serves as a conversation piece during interviews. If you submit your resume and get a phone call, you’ve succeeded. You’ve cut through the clutter and grabbed their attention. They’re interested in spending time getting to know you. I’ve never heard of someone landing a job with nothing but a resume (and if you have, I’d submit said hiring company is terrible at candidate diligence).
Ed Ruggero, author of The Leader’s Compass, returned the guest blog favor (click here to read Ed’s post on this blog) and has published my post about some of my screw ups as a young tank platoon leader. To read about tanks, swamps, ammo fires and butt chewings (and yes, there are some good leadership lessons in there), check out my post on Ed’s blog: MyLeadersCompass.com. – Mike Figliuolo at thoughtLEADERS, LLC
Brian Clark, the founder of Copyblogger, has been gracious enough to have me as a guest blogger. The article is about how you can communicate and persuade more effectively through better audience connections. Those connections are built by starting with the audience and working backwards. To read about Hobbes, WIFY, and pushing buttons, check out my post on Copyblogger. Copyblogger has over 37,000 subscribers and over 100,000 unique monthly site visitors. The Guardian named Copyblogger one of the world’s 50 most powerful blogs. Advertising Age ranks Copyblogger as a top 5 blog about marketing. Technorati says Copyblogger is one of the 50 most popular blogs in the world, and a top 20 favorite among readers. The editors of Performancing honored Copyblogger founder and editor Brian Clark by naming him the most influential blogger of 2007, and he came in at number 30 among the 50 most influential bloggers compiled by top blogger Leo Babauta. In other words, Copyblogger is a pretty reputable place to get published. I’m grateful to Brian for giving me the opportunity to share my thoughts with his readers. – Mike Figliuolo at thoughtLEADERS, LLC Photo: Number 3 by Richard Whitaker
https://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.png00Mike Figliuolohttps://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.pngMike Figliuolo2008-06-20 04:47:002018-06-21 13:39:393 Simple Steps for Driving Your Audience to Action
You’re not as smart as you think you are. Seriously. I mean, you’re bright and literate but you’re really not as smart as you think. Neither am I. See, the thing is, as soon as you start walking around with your smartypants on, you expose yourself to the risk of career irrelevance. The world changes. Every day. The risk of thinking you’re smart is that you think you don’t need to learn anything new or change. Once that happens, you’ve doomed yourself to irrelevance just like the amazing car phone (remember those?). Smart people know a lot. Heck – some of them think they know everything (sort of like Lumbergh). They won’t tell you that because it’s boorish but trust me, they think it even at some subliminal level. You know it’s true. Because of that, they’re loathe to learn something new because by definition it means they don’t know everything. It’s easier to know it all by refusing to admit there’s anything new to know. By now, Mr. or Mrs. Smartypants has stopped reading because they know the lesson or suggestion is coming and well, gee… they already know it all so there’s no point in them continuing with the rest of the post. If you’re not a smartypants, keep reading.
It happened again. Not once, not twice… but three times in one week. No, I didn’t get more speeding tickets. I had three outstanding customer service experiences. So I’m on my way to a client engagement one morning. Of course, the hotel (which was fantastic – a newly renovated Hilton in Pittsburgh. I highly recommend it) did not account for my coffee drinking preferences. There were only two of the little LaVazza coffee packets (I need about six to get going – it’s a nasty habit). I downed them but it still wasn’t enough. I strolled over to the client site and stopped by the nondescript little coffee shop in the lobby. No, believe it or not it wasn’t a Starbucks despite their ubiquity. This place is called Buon Giorno and it’s located in the lobby of the ABSC building in downtown Pittsburgh (near North Shore Center by PNC Park). I looked over the fresh pastries and bagels but I was on a mission – coffee. The young lady behind the counter greeted me with a warm hello in between a lively discussion in a foreign Eastern European language I didn’t understand. She was arguing with someone unseen behind the back counter. I opened my wallet to do a cash check and saw nothing but blackness and old receipts. My eldest daughter had hit the BOD without me knowing it (Bank Of Dad). No cash whatsoever but I’m sure she enjoyed her trip to the mall. I asked the lady “do you take plastic?” You know what the answer was. My quest for caffeine screeched to a thundering halt.
https://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.png00Mike Figliuolohttps://thoughtleadersllc.com/wp-content/uploads/2019/05/logo.pngMike Figliuolo2008-06-17 05:33:002018-12-21 13:23:27Short Term Loss, Long Term Customer(s)