Author Archives: Inspiring Innovations, Inc.
TRIPLE III TIME: Service Leadership
This week was one of those weeks that required me to “shift-gears” multiple times to match the “client-customer” needs that I was responsible for. And as I shared some of my thoughts and frustrations with a close colleague…I remembered a very special purposed leadership quote:
“Service leadership means more than just meeting the current needs of your client competently and efficiently. It also means stepping beyond the traditional client/provider boundaries to inspire change and fulfill the promise and the potential for the client.
Service leadership also means more than knowing your client. It requires the mastery of topics, issues, and insights related to your client’s experiences, goals, thinking, motivations and needs. A service leader creates a vivid picture of what will make the client prosper not only today but tomorrow. With that picture firmly in mind, the service leader then commits himself or herself to making it happen.”
(Henry Givray: Profile in Leadership)
As you can assume this quote and TRIPLE III TIME message are mostly directed to those involved in public sector/service jobs. In my career, I have logged over 40 years to the “CAUSE” of Service Leadership. And whether the client-customer was one person needing help and guidance with their life circumstances or an agency group who were in constant pursuit of that “ALWAYS A BETTER WAY!” opportunity, the principles in Mr. Givray’squote have held an important place in my daily actions.
It is critical with every passing day, that those in Service Leadership positions practice what they preach. Unfortunately there seems to be an ever-growing number of inappropriate leaders in important service positions. The result is the sharing of mis-information, conflict in workplaces, promises made but not kept and/or a lowering standard for doing your best and commitment to quality.
Bottomline: Do NOT take your Service Leadershipcapacities/responsibilities lightly. Client-customers still view you as LEADERS everyday…EVERYDAY! Reread Henry Givray’s quote one more time…it’s worth the reminder.
TRIPLE III TIME: TRANSFORMATION is NEVER a Single Event
“Transformation is a difficult process for workers at all levels of the organization. Employees who have spent decades responding to orders are now being asked to think, innovate, and make strategic decisions. Workers accustomed to being commanded from above must now assume a high level of autonomy and responsibility.
While many companies will make the transformation to the new story of business, others are likely to remain stuck in the old story. Some will simply refuse to acknowledge the need for transformation. Others will confuse transformation with reform, and attempt to apply new story approaches within fundamentally unchanged organizations. Still others will begin the transformation, only to revert to the old story during a period of crisis.”
(Quotes taken from Charles Garfield’s book: Second To None…The Productive Power of Putting People First.)
It is so important to take some TRIPLE III TIME…and critically absorb all of the very important points contained in Mr. Garfield’s words. Purely his reminding all of us in any workplace…that TRANSFORMATION is NEVER A Single Event!
Think about all the variables that will impact our worlds of work today and tomorrow. New bosses, employee changes, different products, diverse customers, more (or less) organizational operations dollars, a global economy, governments & politics and the list continues. So when someone tells you to take TRANSFORMATION personally…they are offering very solid, timely advice.
Continuous organization/business TRANSFORMATION is now just a necessary “standard operating procedure” in order to stay strong and competitive in today’s economy. Likewise, as Mr. Garfield points out, critical thinking, employing innovation options and making strategic decisions has also become a regular equal opportunity responsibility for personnel at all operational levels.
Is TRANSFORMATION a bad thing…absolutely not!! Accepting that TRANSFORMATION is NEVER A Single Event and that adopting an operational philosophy that progressive change is and should be an everyday opportunity…is just growing in the right direction!
TRIPLE III TIME: The LIMITS of Having a Routine
Isn’t it interesting how many people have and even depend on having a routine for their daily functions! Now don’t start thinking that I am making fun of these very important… staying life-organized… stability-driven… and monitoring yourself (and maybe those who you live and work with) responsibilities. However, have you ever openly considered The LIMITS of Having a Routine with regard to not allowing CREATIVITY… IDEA GENERATION and INNOVATION in your everydays??
I believe that there are a whole group of people in the world that think: “I wish I could have … would have… should have…” when considering The LIMITS of Having a Routine existence. People have sacrificed pursuing a unique career, attaining some form of higher education opportunity and/or visiting out-of-the-way places… in lieu of employing a life/work routine that promotes standardized consistency.
Well as you have probably already guessed… the REAL purpose of this TRIPLE III TIME message is to offer unique concepts on how to “bend” The LIMITS of Having a Routine and maybe adopt a few “cool variations” into your routine! Possibly you start by:
- Establishing a CREATIVITY TIME GAP every day. (Maybe begin with 15 minutes… then 30…60?)
- Establishing a WHAT ELSE? LIST of activities that are mentally/physically non-traditional in your days.
- Establishing a NON-AGE CONNECTED MENU of thoughts and social media information items to review and study each day.
- Establishing an ADVANCING PERSONAL GROWTH LADDER. Each week consider a club, class, volunteer service group, etc. to join and grow with.
- Establishing a brand-new OPPORTUNITY NETWORK for yourself. Its purpose and membership can be all yours.
Truthfully, I appreciate a routine too. But I also appreciate the Super 5 ROUTINE UNLIMITERS outlined above to help me take personal and professional growth steps… everyday… EVERYDAY!
TRIPLE III TIME: Costs of Poor Customer Service
There have been many articles and maybe even books written about the Costs of Poor Customer Service. And whether it is exactly true or not… “estimates of the cost of poor customer service range from $75 billion to $1.6 trillion per year” (midlandstech.edu)! Unfortunately as I talk with individuals who are on an entrepreneurship path toward building a successful new private business or public service, the economic value of attaining and retaining GREAT customer service is a huge factor in many of our discussions.
How is the incidence of poor customer service approached when I talk with business/agency leaders? Well I start with the almost common sense list of impacts:
- Direct loss of customers (new and old)
- Person-to-person poor reputation communication
- Confused strategic planning action
- Uncertainty in new marketing practices
- Lay-offs/firings and continuous staff turnover
- Over-orders…Under-orders
This is probably just a partial list of Costs of Poor Customer Service challenges that need/deserve attention for today’s world of work.
Then the questions about why customer service is poor get appropriate time…but again common sense understanding comes through:
- Employees aren’t listening to customers
- Cost-cutting has lowered customer service
- Organizational growing pains have caused customer service gaps
- Personal approaches have been over-reduced and technologically replaced
- And yes there are others!
Fortunately…just like this TRIPLE III TIME message our last segment of consulting moments addresses a number of “prime-time” suggestions on how to improve customer service.
- Become a “student of quality customer service in your workplace.” Observe, take notes, ask questions and share REGULARLY good actions.
- Conduct a REGULAR “what else?” survey with current customers.
- Allow innovation and creativity to your products and services with some REGULARITY.
- Do not allow one employee to over-power the “new idea book” on a REGULAR basis.
- Pursue a customer service approach that ensures some form of REGULAR live personal contact.
I hope everyone gleans some ideas from this TRIPLE III TIME message…and then excels REGULARLY in all forms of Customer Service!!
TRIPLE III TIME: Generational Diversity & Public Responsibility
This week’s TRIPLE III TIME message is my quarterly guest author article for the American Society for Public Administration (ASPA) organization. For a group of consultant-focus reasons I chose to share my thoughts about a combined view of Generational Diversity & Public Responsibility.
Specifically, the article reviews the positions our different generations have taken with regard to assuming quality public responsibility. No, it is not designed to be an in-depth scientific study. Rather the article attempts to equally assess the U.S. citizens stance on priority public responsibility issues during the special generational sectors.
I hope you enjoy the article.
Generational Diversity & Public Responsibility
In recent times so much has been written and discussed about the differences between the specific generational sectors. Baby Boomers…Generation X…Generation Y (Millennials) and now Generation Z. Standard comparison topics have included: work characteristics, creativity, leadership, communication styles, organizational loyalty and work\life balancing. As you can guess the comparisons seem to report a high level of “changing-with-the-times” and a greater sense of independent thinking. However, if one takes a long look at generational concerns regarding consistent public responsibility for sustaining good government… traditional expectations and standards appear to remain.
An appropriate first example of discussion with regard to comparing generational diversity and related public responsibilities is the world of work. If one reviews the historic role of government in ensuring jobs for all from 1946-2012 (and beyond) …it would appear that consistency has prevailed. When one considers times of war, recession, private sector change challenges and/or global economy impacts, every generation has expected some form of governmental support action. Whether the action was a bail-out of the automobile companies or the restarts required following an international pandemic, the majority of every generation considered it a public responsibility for government to step-up and enact some form of progressive program/process to move the country forward. Understandably the citizenry from every sector voiced a wide variety of government options to improve the identified problems, however majority support was embraced for qualified public responsibility action.
Communication is another very notable generational diversity topic. Without question the way and means of sharing information with regard to public/governmental responsibilities on every communication level has undergone an immense assembly of changes. Every generation has had to make tremendous adjustments to socially and technologically adapt to ever-evolving communication formats. From regular phones to cell phones, regular television to streaming programs, in-person meetings to virtual webcasts… all generations have been charged to effectively make the necessary adaptions!
So have different generations loved and hated the communication changes…YES! Have those responsible for completing public responsibilities to their best ability regardless of the communication requirements done so…YES! Today extensive governmental activity communication is at an all time high. Truly advanced communication methodologies have made U.S. citizens the most informed in the world. But similar to the world-of-work, the public has the right to use communication alternatives with different priorities in mind. Therefore the result is often viewed in generational diversity terms, rather than just simple personality differences. Think about it.
Innovation, creativity and entrepreneurship are other recognized generational diversity areas of significance. If one studies the great discoveries, scientific improvements and/or inventions that have occurred during every separate timeframe, it is impossible to somehow generationally rank the multitudes of achievement. Also, it is difficult to assess how every innovation has provided new and better ways of accomplishment in the public responsibility arena. However, unquestionably both the private and public sectors have experienced some form of public responsibility gains as a result. The examples of creativity over the years are many including health care, transportation, nutrition, manufacturing, education, communication improvements and yes the list goes on. Regardless every generation has and continues to seek new alternatives to make way for a better public good. The only generational diversity comes in the form of prioritization and means of accomplishment. Hence, the intent I believe remains consistent with regard to satisfying public responsibility expectations and demands.
A final but very important Generational Diversity & Public Responsibility topic that deserves analysis is our country’s two-party system. Throughout our history the diversity that exists between Democrats and Republicans has caused a great deal of leadership challenges, fluctuations in public responsibility commitments and variations in what policy areas deserve the greatest level of priority. However, regardless of the political situation that evolves or impacts of a citizen’s generational assignment… party selection does not appear to change their public responsibility perceptions.
Isn’t it substantial that regardless of a citizen’s age or their right or left wing party beliefs, their public responsibility policy followings have remained the same. This occurrence is documented based on our selection of presidents and policymakers over the years. As a result, the public responsibility values retained by Baby Boomers, Generation Xers, Generation Y-millennials and Generation Z individuals have shown that our country remains operating with a historical balance. Understandably this balance to addressing U.S. public responsibility has realized many strained times when “choosing political sides” is a driving force. However, somehow the dedication to providing the best public responsibility services comes to pass.
OK now it is logical to ask: Why is this article on Generational Diversity & Public Responsibility important? I believe in our current times it is critical to recognize and appreciate all of the public responsibility activities/elements that make the United States “governmentally shine”! Historically citizens have always had the opportunity to choose leaders and processes that make the nation progressive. Therefore, when looking at each generation… their differences and uniqueness, it is equally important to take note of a continuance of their positive pursuit of public responsibility. This genuine and authentic care for the betterment of our country is what our Founding Fathers considered most important.
TRIPLE III TIME: Stress & Creativity: Opposites Attract!
“When you choose to view your stress response as helpful…you create the biology of courage. And when you choose to connect with others under stress…you create resilience.” – From Kelly McGonigal: “How To Make Stress Your Friend” 2013
Today everyone seems to be negatively impacted by stress. Whether it’s generated by family issues, job concerns and/or the challenges that arise from daily life events….stress is a component. Also it does not seem to be more age related or specific to a certain type of employment situation. Rather the common statement that is reported is: “Man…I am really stressed-out today!”
If you refer back to the statement by author and speaker Kelly McGonigal at the beginning of this TRIPLE III TIME message…you quickly realize that it is UP-TO-YOU on how to view and respond to stress.
Think real hard about this Stress & Creativity: Opposites Attract opportunity. When I think about my stresses and approaches on “How To Make Stress Your Friend”…a bunch of personal examples come to mind.
- Allow stress to be a performance motivator.
- Accept that stress is a natural occurrence and can/should be handled so personal and/or professional improvement is the goal.
- Engage stress as an opportunity to gain problem-solving skills.
- Consider sharing your stress feelings with others you trust to expand the course of regular friendships.
- Utilize stress to develop your ability to better focus during challenging times.
These are just a few examples of transitioning stressful times over to options and opportunities to make you stronger in many ways. Remember ultimately it is YOUR choice to negatively or CREATIVELY handle stress.
TRIPLE III TIME: “Listening BOOSTERS”
It is early January and my two American Government & Politics community college classes have started. And hopefully as you will recall…I start each class with a mini-professional development priority subject to be a focal point throughout the semester. This semester the target priority area is seeking out and utilizing: “Listening BOOSTERS!”
Ok…Ok…I can see everyone looking around at each other prepping for a Marv-style definition of “Listening BOOSTERS!”
Well my definition of a “Listening BOOSTER!” is a person…activity…topic or situation that causes you to boost your attentiveness and thereby listen more intently to what is being discussed. Today I believe that everyone has become listening-numbed in so many ways and in so many situations that we all end up with only half-understandingness (yes that may qualify as a new word!) on the topic at hand. The result(s) is/are less accurate production/services, less passion about not doing just the minimum at your job and/or less caring about what cool future activities may come your way!
So what can we do to employ different “Listening BOOSTERS!” that will cause all of us to be better listeners?!
First, take a little time and ask yourself what causes you to be a better listener? Is it:
(And isn’t it interesting to realize that these same causes also can make you a poorer listener?)
Next…attempt to slow down topic discussions and try consider asking quality questions during each conversation. Also regularly ask yourself why a certain topic is VERY interesting/a priority to others…even though it may not be currently to you. And third always listen for selective professional development “take-aways” that may help you in the future.
Bottomline: Most professional discussions are really “once-in-a-lifetime” opportunities and will NOT be repeated. Applying purposeful “Listening BOOSTERS!…during every future opportunity will help all parts of your tomorrows!
LEARNING MOMENTS Podcast: “As Much Advice As Possible”
This month’s Inspiring Innovations LEARNING MOMENTS podcast topic: “As Much Advice As Possible”… seems to carry a common sense, natural decision-making recommendation action. However, if people take a quick assessment of the steps they take to make a decision on a major issue, their resulting process may not be as “natural” as we would think.
President John F. Kennedy has helped me form this month’s podcast message. Based on the information contained in a book entitled “Undelivered”, I was able to glean a great assembly of rationales for obtaining “As Much Advice As Possible” to make every decision one makes as good as it can be!
Enjoy the listen.
TRIPLE III TIME: Product/Services “Knowledge Classes”
Quality customer service has all kinds of measurements. You know what I mean. Friendly appearances inside the company/agency facility, professional/appropriate staff dress, informative communication processes, timely responses to customer questions on available products or services…and we can all think of several more to add to this list. But how often do we think about and test ourselves on conveying: (1) accurate, (2) complete, (3) up-to-date application process specifics, (4) location and consistent product/services knowledge??
Have you ever considered using periodic: Product/Services “Knowledge Classes” as a methodology of continuous improvement for all company/agency personnel?
In this day and age when products and services are continuously modified…access to them become available in a store or online, and the people working with/for us change more than in recent years; it is important to conduct fun, simple but vital Product/Services “Knowledge Classes” for EVERYONE!
Some of the questions that could be addressed in the classes may include but not be limited to the following:
- Do the new and senior staff share common product/services information with people?
- Are all customers given ALL the relative company/agency contact information?
- Is there a standard product /services “elevator sales pitch” that is used?
- Do some employees assume people “understand” product/services application and time specific information…and then take them for granted?
- Will potential customers walk away with the right product/services information that will enable them to positively pass it on?
I realize conducting periodic Product/Services “Knowledge Classes” sounds corny and maybe even insulting to some. However, before you cancel this TRIPLE III TIME message idea…give it a try.
Inspiring Innovations, Inc. 