How do you take your product quality to the next level? https://lnkd.in/gQsKwTwX Most businesses only focus on improving what exists between the four walls of its own processes. However, have you ever heard of the term, garbage in / garbage out? Typically, this is a coding term referring to writing bad software code that creates bad software. However, all processes start with an input, and end with an output. In the middle, the magic (process) happens. What happens when the inputs are flawed -- when they're not right to begin with? Imagine that you wanted to bake a cake. You would need basic ingredients like eggs, milk, and flour, right? Since you don't make these ingredients, you have to go to the store for them -- this is your supplier. If any one of these ingredients is bad, it will destroy your final product, right? Well, what if your business was making and selling cakes? You would want your end product -- the cake, also known as the output -- to be consistent as long as you followed the recipe exactly. This is what your customer expects. If you're final output lacks consistency, we typically look at our process (the recipe) and try to standardize it. What happens when your supplier's process to make the basic ingredients that we use isn't standardized? What happens when these ingredients vary? How does this impact our process and end product? In this recent Gemba Academy blog, I talk about this end-to-end process and what you should consider doing about your suppliers -- especially when it comes to reliability of their final products that you use every day. In your business, can you identify the key inputs to your processes? Do you have a way to validate the quality of these inputs? Which suppliers can you influence and which ones can you not influence? ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

Do you speak, present, or sell over video calls? https://lnkd.in/gQgq6fZh Let's face it, public speaking is challenging for many, regardless of the medium. However, virtual presentations can be a special kind of difficult. We often refer to this as "Presenting in the Box." Want to get better at it? Join Equipping Voices Toastmasters Club virtually on the 1st and 3rd Monday at 7 pm CST. Our next meeting will be Monday, May 6th. Here are six things you’ll learn: 1. The value and importance of speaking within a time frame and how to deliver impactful presentations quickly and concisely. 2. How to engage a virtual audience successfully, with energy and excitement. 3. Ways to use the entire screen -- all four sides of 'the box' -- to deliver a robust and meaningful message. 4. How to quickly craft a presentation that has a solid opening, body, and conclusion, with a powerful call to action. 5. How to recognize and eliminate distracting speaking habits such as verbal pauses, poor grammar, improper word choice, etc. 6. Most of all, how to get over the fear of public speaking, teaching your butterflies to fly in formation. Using the link above, join us as a guest and consider joining one the most effective ways to improve your communication and leadership skills. What have you been waiting for? If not now, when? . Interested, but the date and time doesn't work for you? Would rather meet face-to-face? Reach out to me and I'll help you find a club that will suit your needs. ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

Is DEI dying in 2024? At the end of 2023, one of my predictions for businesses in 2024 was a significant retraction of DEI initiatives across businesses. It was clear that the DEI pendulum had swung far to one side, and we often see drastic measures when these things happen. This week, the University of Texas closed its DEI office, as required by Texas SB 17, a bill banning DEI offices in public colleges and universities in Texas. But this isn't just a Texas thing! More than 70 bills have been introduced nationwide aimed at banning DEI in colleges and universities. Eight have already become law. In Oklahoma, the Governor issued an executive order to ban DEI at public colleges and other agencies. The foremost and perhaps most critical reason DEI programs are under attack arises from the absence of genuine DEI understanding at the leadership level. Businesses have treated DEI as a procedural formality or a public gesture. In some cases, its become a marketing platform -- and it's failed in a few notable cases. This represented a fundamental misstep in DEI overall, and it has created a cancel culture on the cancel culture. Bottom line, businesses focus primarily on one thing: Making Money. There was a proposed belief that DEI initiatives would make businesses more effective and profitable. However, when the majority of DEI office activities are to report to federal government on DEI activities and numbers, the purpose of the initiative became lost. Businesses are beginning to see DEI as more of a money pit than an operational excellence force multiplier. Major business publications, like Harvard Business Review, Forbes, and Fast Company have recently written about the DEI dilemma. Even CNN reported that DEI is "under siege." Where was the true misstep? I've seen this before. In the early 90s, the US Air Force was attempting to implement the Quality Air Force Program -- its answer to Total Quality Management (TQM). There was discussion at the highest levels that implementing it "as a program" would not work. At the time, I was too unknowing to understand why. Programs don't change behaviors! They're implemented to manage and report -- to govern. Programs create accountability. If you want behaviors to change, you must start with strategy and then create expected values. This, coupled with leadership behaviors, institutes a cultural change in your business. And culture change takes time. DEI training and reporting programs become a necessity in business, but they don't change culture. If you want to see DEI successful in your business... 1. Make it part of strategic direction. 2. Create values that represent it. 3. Drive behaviors that support it. ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

How do you identify good customers that you want to work with? Yesterday, I talked about some warning signs regarding potential bad customers. A bad customer can cost you time, money, and reputation. But good customers are even more important to spot early. https://lnkd.in/g3VukUZj Here are the signs -- which ones have you seen? - The Great Communicator. Opposite of the bad communicator, they respond right away, don't need lots of follow up, and are easy to get hold of when needed. - The Loyalist. Customers who as loyal to businesses as they are to losing sports teams are hard to find. These should be your key customers. - The Respecter. When a customer respects your expertise and has realistic expectations, they treat you well and know the value they're paying for. - The Referrer. The best new business is earned by word of mouth and social proof. Look for customers who like to recognize others. - The Investor. Customers who are interested in working together and paying you to customize or co-develop products and services are often looking for a deeper business relationship. - The Johnny on the Spot. These customers are engaged, they pay on time (or even ahead), and they're super flexible and understanding in the relationship. I'm sure you have some good customers who might have a bad behavior or two, but they are super supportive. Scott Newton pointed out that it all boils down to the Cost to Serve, which is like a Cost of Quality metric in the Lifetime Customer Value key performance indicator. How do you detect good and bad customers? ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

What makes for a bad customer? Here's a great piece of business advice from "all-knowing" business coaches and consultant gurus: "You have to fire a bad customer." These textperts know (and share) the keywords that they learn from Google or ChatGPT, but they never can tell you one thing: "How to identify a bad customer." But if you hire them, they'll help you figure it out. Tip: Most can't figure their way out of a wet paper bag. Two realities exist when it comes to bad customers: 1. Your business, especially when starting out, needs to make money to grow. Being picky and turning away customers isn't a reality. 2. Companies don't learn what a bad customer looks like until they've seen one. Usually, by then, it's too late because they're already a bad customer. All right business campers, let share the warning signs of bad customers that you can identify up front: - The Poor Communicator. If someone is a poor communicator during the marketing and sales process, then this behavior will continue. You'll constantly be waiting for responses and wondering if they got the message. - The Haggler. The haggler is the person that treats your business like a vendor on the border of Mexico. They're always trying to reduce the price, get discounts, or change your billing structure to benefit them. Expect this behavior to continue. - The Complainer. Typically, the complainer starts complaining early in the process. They might even bad mouth a previous competitor while in your buying process. Nothing (including you) will ever be good enough for them. - The Business Changer. This person will want you to operate differently than you do for other customers to accommodate them. Their situation is always "different" and "unique." However, they will double your business complexity over night. - The Late Payer. This person is the one that you have to send several messages to after they agree to purchase to actually get your initial money. Expect this to continue. You'll always hound them for money. - The Bully. The last one is not always as easy to see, but can be a big challenge. They exhibit rude and aggressive behavior. Usually this doesn't come out in the marketing and sales process, unless they feel challenged. But they're really a pain to deal with as a customer. Just one of these behaviors can make for a tough customer. Include two or more behaviors, then you will have real trouble on your hands. You want to identify bad customers early in the marketing and sales process. This way, you spend less time trying to sell to them, and they don't end up becoming a bad customer. Now, I shared bad. Why don't you share with us some behaviors of good customers? Or, do you have any bad customer stories? ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

Are you building your resume for the future? Or are you operating within your current resume? One of the biggest and most challenging questions you can constantly ask yourself is, "What's Next?" Many people are stuck in doing what they need to do for now and not the future. Sometimes, it's all they can focus on right now. Most of the times, they don't have any plans past where they are today. A few just don't know how to get there. How do you build a resume for the future? First, you sit down and build a resume of the past. Some of us already have this, but many still don't. Several of us need to update what we've done in the past. Now, this isn't a resume that you submit for a job opening. This is a review of what you've done (experiences, education, and expertise) that have got you to where you are today. Examine your past. Have you stagnated doing much of the same? Do you see a series of breakthroughs and then setbacks in your past? The next step is to envision the future. This is the scary part and one of the reasons for many false starts. The lack of a defined direction prevents you from moving forward -- from building a future resume. Now, if you're just going through the same sad motions in your life to get to retirement, then this advice isn't for you. If you're happy doing the same thing day-in and day-out, well, just keep at it, Tiger! You'll get there!!! However, if you want more out of your life, then define what more looks like. Last, for those brave, #inthearena souls, define the aspects that make up the future. What experience, education, and expertise do you need? How does what you need compare to what you have today? What other experiences do you need that are specific? Do you need better connections? Do you need to become a published author? Do you need to become a professional speaker? If you don't have some of these things, then you need to determine how you're going to get them. This creates a path to your future resume. Now, all you have to do is implement this path. Where are you on your journey? 1. Happy doing what you're doing for the rest of your life? 2. Stuck doing the same thing over and over and expecting different results? 3. Struggling to define what "next" looks like, but wanting something more? 4. Know where you want to go, but not sure how to get there? 5. Have a plan laid out for your future resume, but don't know where or how to start? 6. On the path to building your future resume? The journey is yours, if you're bold enough to take it. ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

What is the value of your bucket list? Everyone, even if they don't use the term, has a bucket list. A bucket list is a list (surprise) of things people would like to complete in their lifetime. Some items on mine are: 1. All U.S. States. 2. Japan. 3. Australia. 4. Machu Picchu. Typically, these are travel location related, like the list above. However, some times they're milestone related, like: 1. Publish a book. 2. Sail around the world. 3. Become a pilot. In a way, these are similar to strategic goals, but they're often not linked to a strategic plan or strategic vision. But what do I mean when I ask about the value of your bucket list? The "value" is in the details behind each item on your bucket list. Sometimes, this value isn't even fully understood until the item on the list starts to become a reality. Sometimes it's a check-the-box exercise. See, I don't want to just go to Machu Picchu to see it. I want to fully experience the visit. If all I needed was to see it, I might fly over in a plane and take pictures or do an immersive Oculus tour (yes, it's a thing). No, I want to hike the Inca Trail with a Sherpa, climb to the summit of Huaynapicchu, and fully explore the ruins. This is what I mean when I say, "value." New York City was on my bucket list, and in 2019, I checked that item off (mostly). But it wasn't just going to the city. We visited the 911 Memorial, went to the top of the Empire State Building, walked through Central Park, visited The Metropolitan Museum of Art, rode the Tubes, crossed The Brooklyn Bridge, walked the Financial District, saw Times Square at night, spent time in Grand Central Station, and ate lots of iconic foods. The two things we didn't do was tour the Statue of Liberty and Ellis Island, and see a Broadway Show. So, New York City is still on the list. When it comes to your bucket list, what's the value behind each item listed on there? Or are they just "check the box" items? ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

What does your relationship with money look like? Good friend, Julie Hruska, recently published in Cracking The Rich Code about our relationship with money. https://lnkd.in/gBg4AE65 In Becoming Unbelievably Successful, I share how managing our Financial Health through Self-Care is critical to success. https://lnkd.in/gCsViD56 A poor relationship with money can manifest in various behaviors and attitudes that negatively affect your financial health and overall well-being. Recognizing these signs is the first step towards improving your financial habits and relationship with money. Do you exhibit any if these signs? Living Beyond Your Means: Consistently spending more than you earn, leading to a cycle of debt and financial stress. Lack of Savings: Having little to no savings for emergencies, retirement, or future goals, indicating a focus on immediate gratification rather than long-term security. Financial Anxiety: Experiencing constant worry or stress about money, regardless of your actual financial situation. Avoiding Money Conversations: Feeling uncomfortable discussing money, whether it's asking for a raise, talking about financial goals with a partner, or dealing with creditors. Lack of Financial Goals: Not having clear financial goals or a plan for the future can indicate a disconnection or lack of engagement with your financial health. Impulsive Spending: Making purchases on a whim without considering their impact on your overall financial situation, often leading to buyer’s remorse. Not Tracking Spending: Being unaware of where your money goes each month, which can lead to overspending and financial surprises. Debt Denial: Ignoring debts or not having a plan to manage them, allowing interest and penalties to accumulate. Money Equals Happiness Belief: Believing that more money or buying things will lead to happiness, often leading to a cycle of spending and dissatisfaction. Financial Dependence: Relying on others for financial support without taking steps to improve your own financial independence. Fear of Investing: Avoiding investing due to fear of loss, which can mean missing out on opportunities for financial growth. Jealousy and Resentment: Feeling negative emotions towards others' financial success, which can hinder your own financial progress. If you recognize these signs in your own behavior, it might be beneficial to seek advice from a financial advisor, take financial literacy courses, or explore resources designed to help improve financial habits and mindset. Changing your relationship with money takes time and effort, but it's a crucial step towards achieving financial stability, peace of mind, and success! ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

What's the impact of your process changes on customer service? Are you paying attention to the downstream impact of your system changes? Monday, my wife and I were able to sit down and book our planned cruise in October with Norwegian Cruise Line Holdings Ltd. After the call, we validated that the cruise was on our profiles on the website and we received confirmation. It was later in the evening, and we both left the office, leaving the website open and logged into the site. That night, my wife was reviewing the excursions available. At a certain point, she was locked out. Thinking it was a simple system error, she went to sleep. The next morning, on the open page on my computer, I went to a specific location of the trip to purchase an upgrade package. We already knew what we wanted, so I selected it and paid. Once paid, I attempted to go back to the cruise on my profile and it was gone. Curious, I closed the window and attempted to relog into the system. My username and password didn't work. I tried to reset my password and the system said that I wasn't even in the system! You can imagine what's going through my head. Thinking the worst, I got hold of customer service. After about a 20-minute discussion, where I had to provide all kinds of information, my password was reset under a new username. Lo and behold, my wife had the exaxt same issue about an hour later. She was even more concerned than me. And, her call lasted even longer. What happened? Norwegian's IT system changed and updated their website username requirements. Did they tell their customers? No. Did they change the website? No. Did they change the username input? No. Did they have a way to self service? No. Did they inform customer service? No. Nope, they just made the change! Now, millions of customers are discovering that they supposedly don't exist in the system anymore, when they try to log in. Now, the call volume of customer service went through the roof. Companies all over the world are making decisions and changes to processes within their silos that affect others, yet they fail to identify the impacts until it's too late. This is a result, not of the silo, but of the organizational myopia that builds within a silo when things start to go wrong. Who feels it the most? The customer! Want to learn more about organizational myopia and how to combat it in your company? Get the book, Overcoming Organizational Myopia. https://lnkd.in/eXZW-Z5B ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle

Do you have a tendency to beat yourself up over stuff? https://lnkd.in/gtPxMhN5 We can be our own worst enemy in this world, you know? Self-deprecating humor and being authentic and vulnerable shows humility to a point. That point is when people around you start to cringe or shy away because of your personal negative attitude. Or worse, you start to rub off on them. I started playing golf later in life, while stationed in Germany with the AIr Force. I played often with a First Sergeant that had become a good friend. Since there were only two of us, we often picked up a couple of walk-ons as we would start a second round for the day. One day, we were joined by this guy that started out the first hole apologizing for his poor game, even though he was a pretty good golfer. In fact, his game made mine look terrible, so I started really feeling bad. If he thought he was bad, then he must think mine was horrible. However, by the turn, we had started to see his game fall apart. He was living up to his apologies. The problem was that his attitude got worse. On the ninth hole, I had a beautiful shot up the fairway of the par 4 with my driving iron. I was set up for a clean shot at the green and a possible Birdie. This guy, grumbling and all negative, blasted one off the tee right into a tree on the left side of the tee box. It was a dangerous shank! He got so mad, he walked over to the tree and swung his driver at it, breaking the club. We asked him to leave. He did. We never played with him again, but we did see him on the course a few times. Imagine being the leader that constantly berates him or herself in front of their people. Who takes the blame for everything that wasn't even their fault. Who lives in a world of negativity where they're waiting for the other shoe to drop. When it drops -- and it will drop -- they lose it! Unless your name ends in "T-1000," "GPT," or something similar, you're probably human. That means, you, like everyone else, make mistakes. How you handle and treat yourself sends a message to those around you. Your family, friends, coworkers, employees, partners, suppliers, and customers will all start to shy away from your "Me, oh my" Schleprock attitude. So, stop being Eeyore, and start practicing a little self-compassion. See this tip and 14 other in this Forbes article linked above on leading with self-empathy. What would you add to the conversation? ….. Follow me if you enjoy discussing business and success daily. Click on the notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle