Author Archives: Inspiring Innovations, Inc.
TRIPLE III TIME: Customer Service Made Easy!
I don’t know if I ever stated (or admitted) this fact in any of my blogs or podcasts…but yes I played trumpet in my family’s polka band. And I have to say that although we were not the greatest polka band in the world…we were pretty good! My Dad played accordion…my oldest sister the clarinet…older brother the drums and me on the trumpet. The bottom line truth is that none of us were superb musicians (except my Dad)…but we were great entertainers.
Recently I had the privilege of enjoying an old-time polka band playing in a small local venue. The music was wonderful and the band members although senior in their years…were very much crowd pleasers in every way. So now you are asking when and why did this TRIPLE III TIME Customer Service Made Easy message idea become prime time in my mind while basking in this great musical moment?!
Let me explain.
During our polka band time…we were a SOLID TEAM. Our COMBINED TALENTS and SKILLS created a helpful, meaningful product/service. Our PRESENTATION STYLE and DELIVERY was always authentic and consistent. And finally our ability to be FLEXIBLE and ADAPTABLE to the needs and wishes of all attending our events…resulted in Customer Service Made Easy!
It would be fun to share more about our polka band experience which all faded way too soon. But this week it was an extreme pleasure to describe how being a SOLID TEAM with COMBINED TALENTS and SKILLS…and a quality PRESENTATION STYLE and DELIVERY while remaining FLEXIBLE and ADAPTABLE can not only be fun…but also be a working example of Customer Service Made Easy!
TRIPLE III TIME: Customers as Innovation Generators

“We live in an age of one-click checkouts, where we can access a favorite book, album, or movie with the swipe of a smartphone. It’s not the big tech companies pushing these changes, however, but the users and their continuously rising expectations. By removing traditional pain points, the landscape now looks very different. Facebook doesn’t create content, Alibaba has no inventory, and Airbnb has more rooms than any hotel chain but doesn’t own any real estate. If you are serious about innovation, you should learn from your customers.” (Great TED Talks, Neil C. Hughes)
When I first read this quote by Mr. Hughes, I was a little bit confused, a little bit argumentative and then a whole lot wiser!
As a career-long innovationist (maybe this is a new word) I always thought creativity was driven by the dreams and future considerations of entrepreneur-minded people. At no time did I think that those I/we were helping as Agency or consultant clients…were actually unknowingly driving innovation because of their customer status!
I want you to think even deeper about Customers As Innovation Generators.
Whether your customer is looking to buy a new guitar, trying to be matched with the right job, committed to provide the best auto repair service… or yes just working to get an “A” in their American Government & Politics class, innovation action is occurring. In every situation the salesperson/employment counselor/auto mechanic/college instructor are all using traditional and non-traditional avenues to offer the best service possible. And does this generate all kinds of unique, creative and innovative energy… YES!
I want to express my thanks to Mr. Hughes for expanding my views on the multiple sources of innovation. Also I want to make sure everyone reading this blog recognizes Customers As Innovation Generators everyday…EVERYDAY!
TRIPLE III TIME: Tactical Planning…How Good Are You?
Organization and even personal planning are often not given the deliberate attention they deserve. Yes, I will admit that in my Director days I often employed a “flying by the seat of my pants” approach to planning and agency operation. However, I will also admit that because I surrounded myself with great co-leadership people, the need for complete detail in program/service design and delivery was gratefully provided.
But now in assisting my consulting clients and high-management involvement in the post-secondary education sector, I have come to focus more on Tactical Planning activities. Unlike strategic planning which concerns itself with decisions about resource allocations, company priorities and steps needed to meet important long-term goals…Tactical Planning is all about short-term plans and actions for implementing specific elements of a company/organizations larger strategic plan. Tactical planning may be delegated to middle-management…but realistically needs to involve all levels of an organization to be totally effective.
So, this week’s TRIPLE III TIME message asks: Tactical Planning…How Good Are You?
Do you assign yourself to strategically think about and draft recommendations on how to improve yourself, co-workers and/or the organization? Or do you follow a more traditional line of thinking and believe “that strategic planning is the higher up’s job”? As a leader at any level do you convey an openness to all workers that their input and ideas are important? Would people observe that you and your business/organization operate with a culture that Tactical Planning is EVERYONES responsibility?
Times have dissolved the lines that limited frontline staff from contributing to solid Tactical Planning. Yes, there are still select areas that may need to be accomplished by Boards and top-level leaders. However, when you think about Tactical Planning…How Good Are You?…be sure to not only think about work…but also your own self-improvement!
TRIPLE III TIME: The Challenge of Self-Management
As the start-up of the fall 2023 college semester gets closer…I always try to “debrief” how my 2022 classes went and try to identify any significant factor that hindered students from successfully completing my class or other classes they were taking.
My discovery? The majority felt that they struggled with The Challenges of Self-Management.
What were they referring to? Well as I recalled different class discussions, I can report they were quite honest about their inability to correctly show self-control or self-regulation in challenging situations. Related to these admissions were comments on trying hard to regulate youthful emotions, thoughts and behaviors that cropped-up when balancing college coursework and standard high school student situations. The result was a common feeling of weak self-management among many.
Well the more I remembered and then researched about the struggles MANY people have regarding self-management…the quicker it rose to the top of my TRIPLE III TIME message topic list.
The Challenges of Self-Management are a very important personal and professional development responsibility for everyone! Improvement actions can be simple and may include but not be limited to:
- Goal Setting: Select appropriate, time specific goals and plot a course for achievement.
- Adaptability: Understand that life/work is not an “exact-science” and change is NATURAL.
- Monitor Behavior: Calm and steady behavior is a great-self-management strategy.
- Self-Reinforcement: Maybe focus on what you have accomplished…more than what’s left to do.
- Decision-making: Make decisions with the information you have. Delays will only complicate the choices.
There are books and seminars on self-management…but I hope these five mini-ideas help.
And PS: If you haven’t already guessed…I am going to introduce The Challenges of Self-Management as this semester’s professional development COMMON SUBJECT for both of my classes!

TRIPLE III TIME: Are YOU An Assimilator?
When I first began taking on clients and projects as a consultant…I was somewhat unsure of my solid competency in this new area of work. Yes I was a pretty good Director…manager of people and an organization…but I was not totally confident in may abilities to advise/recommend/instruct others! So in the beginning of my consultant role I found myself relying too heavily on sharing information on MY innovative projects and initiatives instead of solidly addressing the challenges of the individual or organization I was hired to help.
What was my corrective action?
Well I decided I needed to be more like my long time mentor and colleague Dr. LB! He was (and still is) a GREAT consultant. During my years of knowing him as a college professor and consultant, he always was solid in his customer service approach…handled tough questions and was admired as someone who really helped people/organizations. So how did I do as a consultant…trying to be more like Dr. LB and assimilate his style and processes? Honestly…I think I was worse!
Recalling these moments of self-evaluation and corrective action…pushed me to draft this week’s TRIPLE III TIME message: Are YOU An Assimilator??
“Assimilation systematically erodes self-esteem as surely as water wears down granite. The tragic consequence of assimilation is that it destroys a piece of ourselves. Without a sense of ourselves we can not draw on the unique talents that make us truly valuable. Even those who win by assimilating ultimately lose, for after all it is only the artificial self who got (did) the job.”
(Second To None: The Productive Power of Putting People First by Charles Garfield)
This quote by Mr. Garfield really sums up the negatives of trying to be someone else as a professional. As an Assimilator you stifle your own creativity and eliminate any sense of authenticity you may bring to your job/organization. And speaking from my own personal experiences…my growth as a consultant really started when I began “just being myself” as an instructor, good listener, and LEADER.
LEARNING MOMENTS Podcast: “Take Aways” Test

TRIPLE III TIME: Know Your Role
Throughout my career, I have had the opportunity to work in a variety of roles within my worlds of work! For example, I have worked as a:
- Youth Advisor
- Asphalt Truck Driver
- Farmhand
- Bowling Machine Repairman
- Insurance Inspector
- Sports Store Salesperson
- Program Planner
- Director
- Consultant
- Adjunct Faculty
- Adult Program Placement Worker
- Board Member
In almost every situation a job description was available to help one: “Know Your Role?” However in most workplaces, I will admit that I was able to quietly model my role somewhat in a way that not only benefitted the employer…but also allowed me to customize my job role and thereby heighten my product/services contributions. And although there are other concepts I would like to cover and explain their positive learning lesson values…but not this week.
For this week’s TRIPLE III TIME message I want to share my “Know Your Role?” thoughts that come from both my employee and employer experiences. Here are my Serious 6!
First, DON’T assume or attempt to read your supervisor’s mind about your role. You will be incorrect most of the time…so just ask! Second, know your limitations. Don’t make performance role promises you can’t keep. Starting a lot of projects is cool…but not finishing them is a problem. Third, be a continuous “job student”. The more you know about what you are doing…the better you will do it. Fourth, go ahead and “over-do” role tasks for qualities sake. If it means more money sometimes…AOK…but don’t excel only for the money. Fifth, don’t change how things are done just because they are not done how you think they should be. Listen more and create a “I can show you” role situation. Finally, learn to remember those things that could be done better…especially in the treatment of workers role. Why…so when YOU become boss and “Know Your Role?”…YOU will do things better.

TRIPLE III TIME: Think Regionally (+)
One of the key factors when considering serious organizational development and/or business growth is to continually Think Regionally (+). Too many times those in leadership positions believe that there is some form of geographic or technological boundary that encompasses the area that they want/need to serve. This belief then gets passed on to all involved in planning strategies for the future. As a result whether it can be scientifically proven or not…limits of conformation are directly or indirectly incapacitating the size and scope of all forms of non-traditional development/growth potential.
So what is a progressive “fix”?
First, I would use specialized labeling to endorse a “wide-open” operational design to highlight any new concept. For example in the past I have used: IDEAS UNLIMITED CLUB, What Else Mapping, The IDEA Mill, and What Next? Newsletter as descriptors of initiatives that have no geographic nor innovation limits!
Next it is always valuable to invite individuals or organizations or businesses from outside your traditional zone of operation to consider futurisms with you. Historically it is easier and faster to limit those participating in planning activities. However, each time you make the choice/decision to limit creative input…YOU have thereby lessened your groups potential for creative output.
Finally, I can not think of a negative outcome when I/we considered and built a new product or service that included help from beyond our region, state and even nation. Involving these unique, non-affiliated participants into your organizational development/business growth planning sessions widens your customer understanding, service demands, potential partnerships and brand new opportunities everytime…EVERYTIME!
Think Regionally (+) simply asks…always dream beyond what’s normally possible! Oh yeah the plus sign (+) means don’t be afraid of exceeding expectations!
Public Administration in 2040 — Can You See It?
My most recent quarterly American Society of Public Administration (ASPA) guest author article is especially entitled: Public Administration in 2040 (Can You See It?). And at first glance one might assume that I am taking stab at predicting or proposing what our American Government & Politics systems might look like almost 20 years from now. But you are wrong.
The insights into the future come from student answers to one of my American Government & Politics final exam questions from this past semester. I have bundled them into four primary response areas… but together and separately they offer the unique insights of young adults into our public administration future.
I hope you enjoy the article.
TRIPLE III TIME: The Role of “Professional Development Influencers”
Recently I received a unique consultant-based information-piece requesting that I apply to become a “Civic Influencer”?! First I have to admit that I had never heard these terms connected before…nor have I found myself in a professional situation that involved the discussion of this type of activity, So as I briefly researched the group that was recruiting applicants to become Civic Influencers… I began to better understand their purpose, processes and goals. And yes as you can guess I almost instantly thought about “Influencers” as the next high-quality TRIPLE III TIME topic!

This week consider The Role of Professional Development Influencers in your world-of-work and the occupational network you maintain. Do they support being organized… participation in continuous learning… and advocate/promote causes that represent you and what YOU stand for? As you think about answers to these issues, check out this TOP 10 Influencer personal priorities as helpful guidelines.
GREAT Professional Development Influencers should:
- Speak when they know…not because they think they know the answer.
- Allow for and encourage questions regarding their own positions on issues.
- Encourage all forms of continuous learning/educational pursuits.
- Dress “like-they-mean-it” because it matters.
- Recognize with praise…better problem solutions and explain that a perfect solution never exists.
- Not discredit or speak badly of other Influencers.
- Try to offer authentic and special influences…not just regular “off-the-shelf” options.
- Support the strengths someone has…not an effort to try and be “everything-to everyone”.
- Suggest positive influences in progressive pieces…not too much too often.
- Be consistent in their commitments to being professionally organized, a continuous learner and true to the principles they promote.
Are YOU a GREAT Professional Development Influencer? Do you surround yourself with high-quality Professional Development Influencers? Maybe taking stock of and assessing YOUR Influencer impacts is an important NOW/TODAY exercise!