The Most Important List You Can Make Today

Jim Collins, teacher to companies around the world and best-selling author (Good to Great, Built to Last, How the Mighty Fall, and Great by Choice) speaks and writes about it frequently.

Tom Peters, consummate speaker and game-changing author (The Search for Excellence, Re-imagine, The Pursuit of WOW!, and The Little Big Things) doesn’t just speak on the subject – he rants about it.

Steven Covey, business consultant, professor, and author (The Seven Habits of Highly Effective People, First Things First, and Principle-Centered Leadership) made it the foundation of his time management principles.

Richard Swenson, physician-futurist, award-winning educator, and best-selling author (Margin, The Overload Syndrome, and In Search of Balance) thinks it is one of the keys to restoring balance in our lives.

Maybe you’re getting the idea it’s a big deal. It is…

…especially for such an innocuous thing.

Here it is:

“To-Don’ts” are more important than “To-Dos”

 

NotToDoList2

A little elaboration:

  • What you decide not to do is probably more important than what you decide to do
  • You probably can’t work on “to-don’t” alone – you need a sounding board/mentor/advisor/nag that you trust to act as a drill sergeant who will march you to the wood-shed when you stray and start doing those time-draining “to-don’ts.”

With only a little tongue-in-cheek:

The top of your “to-do” list for today is to immediately begin working on your “to-don’t” list!

Making Dough: Secret Ingredients to Krispy Kreme’s Success

KrispyKreme2015

It’s National Doughnut Day – I’ve got to write about Krispy Kreme, the most wonderful doughnut in the world, especially when it comes right off the line when the Hot Light is on and they hand you one on a wooden stick and it just melts in your mouth, and oh by the way Krispy Kreme started in Winston-Salem North Carolina so I have to support local business and…

I digress.

Making DoughIn 2004 authors Kirk Kazanjian and Amy Joyner went behind the scenes to look at the six decade history of one of the world’s premier brands and most admired companies. Making Dough tells the compelling true story of a company that has managed to maintain a wholesome, small-town image, while achieving phenomenal success through a mixture of customer loyalty, high product standards, technological advancements, and community involvement.

The book is full of great ideas, insider interviews, and colorful stories that show how this phenomenal organization has successfully evolved and grown through the years. Each chapter thoroughly examines one key technique the company uses to stay successful.

Here’s a dozen to go, right off the line!

  1. Mix good taste with show business
  2. Be picky about your partners
  3. Make good use of your time and resources
  4. Expand and protect your brand
  5. Think big, but grow carefully
  6. Be a guerrilla marketer with a soft touch
  7. Maintain high standards
  8. Harness the power of technology
  9. Give back to the community
  10. Select, train, and treat your employees well
  11. Build on your success
  12. Keep them coming back

Making Dough shows you how Krispy Kreme’s delectable delights rose to the top and continue to tempt the world.

KK Hot Light

 

Pick up a copy of Making Dough, grab a dozen or two glazed, and you’ll soon find yourself with some “sweet” ideas to help your organization stay fresh – and in demand!

If you liked this post, here’s a throwback you’ll probably like too: Celebrating National Doughnut Day.

Today in the Magic Kingdom – A Field Trip for Guest Experiences

Greetings from Magic Kingdom!

courtesy John Skodak, CC 3343087934

courtesy John Skodak, CC 3343087934

When the rope drops this morning, I will already be inside the park, participating in the “Keys of the Kingdom” tour. Later in the day, I will be doing some “field work” for a Guest Experiences project – you’ll be hearing about it soon!

In the meantime, enjoy these Top Ten Takeaways from a Disney World Immersion from a previous visit.

Disney Expects Guests – What About You?

The Experience Begins in the Parking Lot

Excellence is Never Finished

Vision for the Future

Pay Attention to Details Others Ignore

Engaging All 5 Senses Creates Memory Links

Making Dreams Come True Requires Resources

Everybody Picks Up the Trash

Team Members Who Dream Together Create Fantastic Results

Everything Begins with a Story

It’s Hard to Forget the Fireworks at the End of the Day

Yes, you counted right – there were 11 Takeaways – but it’s about Disney, where they always exceed your expectations!

Follow me on Twitter, Facebook, or Instagram for live updates throughout the day. I’ll be there from before it opens, till after it closes, with the Kiss Goodnight

photo by Tom Brickman

photo by Tom Brickman

 

 

 

 

 

 

 

 

 

Marking Milestones

It‘s a week for marking educational milestones at the Adams’ house.

ADA-JWU2

Our youngest son graduates from college this week, and that marks the end of “school” for our children. Anita and I have four children, who were born four years apart. From the beginning of kindergarten for our oldest son to graduation from college for our youngest, we have been in “school” for 29 years.

That’s a lot of school!

By the numbers:

Elementary and Secondary Schools

  • 25 years of public schools
  • 11 different schools in 3 states
  • Shortest – ½ year at kindergarten in KY
  • Longest – 16 years (all 4 kids) at North Mecklenburg High School in Huntersville

University and Graduate School

  • 16 years of college
  • 5 different universities in one state
  • 1 graduate school
  • Shortest – 1 semester at UNCC
  • Longest – 11 years (2 kids) at Campbell University, including 3 years of graduate school

When we started our parenting journey in 1981, we didn’t set out to achieve these milestones. We didn’t know what was in store for us. Milestones are reached with small, consistent achievements that, when added up over a 29-year span, equal something big.

Our oldest son, now 34 and a father of 2 himself, started kindergarten in the fall of 1986. That was the first milestone in a long line. Parents and child alike look forward to those first days of school.

Now fast-forward to May 23, 2015. Our youngest son, now 22, will be graduating from college. In between were another son (now 30 and married with a 2 daughters) and a daughter (now 26 and married), who graduated from divinity school last year. Add it all together and you have consistent work along the way and before you know it – a milestone.

Milestones are accomplished over time from achievement after achievement. Showing up every day for class. Homework papers turned in. Quizzes and tests to study for. Projects, big and small, completed on time (most of the time).

If you’re going to reach a milestone, think one day at a time, not 29 years of days.

I’m proud of all my kids. They finished school; now their education really begins.

Bring the Heat

The ability to control the temperature of food involves a set of kitchen skills and food knowledge that, more than anything else, defines the excellence of the cook. An expertise in temperature control won’t turn poor ingredients into good ones, but it will determine much of what follows once the ingredients are in your house.

The Elements of Cooking, by Michael Ruhlman

 In other words, it’s all about heat.

courtesy aventarte.wordpress.com

courtesy aventarte.wordpress.com

 Bill Hybels, writing in axiom, has exactly this process in mind when he writes:

Anytime you see God-honoring values being lived out genuinely and consistently, it’s fair to assume that a leader decided to identify a handful of values and turn up the burner under them.

When you heat up a value, you help people change states.

  • Want to jolt people out of business as usual? Heat up innovation.
  • Want to untangle confusion? Heat up clarity.
  • Want to eradicate miserliness? Heat up generosity.

New “states” elicit new attitudes, new aptitudes, and new actions. It’s not rocket science – it’s just plain chemistry. Which is a lot about heat.

Leaders must determine what values they believe should be manifested in their organizations. And then put them over the flame of a burner by teaching on those values, underscoring them with Scripture, enforcing them, and making heroes out of the people who are living them out.

Over time, sufficiently hot values will utterly define your culture.

It’s time to bring the heat.

Customer Service is Never Out of Date – or Out of Place

Epiphany at the Gas Pump

Regular readers of this blog know of my borderline fanaticism in the area of Guest Services related to ChurchWorld. Some leaders cringe at those words, but the fact is people who come to church are consumers, and leaders in ChurchWorld can learn a lot from good customer service practices wherever they find them – even in a 1946 training manual for Gulf Dealers.

In a recent conversation with a friend, I was asked the question, “Where does your passion for Guest Experiences come from?”

The answer to that question became a little clearer in the last week.

My father.

My father passed away in 2012, and recent changes in my mother’s health required that she move out of the house in which she and my father had started their family in 1954. Over the last week, as my brother and I were going through the process of moving her from her home of 61 years, I took great delight in looking through some of the items my dad had saved and stored over his life. When I found this manual pictured below, I knew it would become a special part of my Guest Services resources.

After my father was discharged from the Army Air Corps following WWII, he worked at several jobs before he and his brotherGulf Service Plan 1 built a Gulf Service Station outside of Nashville TN. My father operated it for 44 years, closing it when he retired in 1993. Growing up in that gas station (literally – our house was about 100 feet away) I learned a lot about how to deal with people by watching my father interact with his “customers.” What I didn’t realize until recently was that his natural, easygoing style was augmented by customer service training materials supplied by the Gulf Oil Company.

It seems that good service is never out of date.

Notice the red dotted line around the vehicle – that’s the suggested travel path for the service man – or two – to take when a customer pulled up to the gas pumps to have gasoline put into his tank (I realize many readers have no clue nor experience of this, but it did happen!). Starting by engaging the driver, here are a few of the suggestions for engaging the customer:

  • Always be prompt – the service plan starts when you see a customer driving into your station. Whenever possible, be alert and at his side when his car stops, ready to greet him.
  • Greet the customer – your greeting is your first important step in showing courtesy to the customer, and it should be friendly, cheerful, and always in your own words.
  • Acknowledge the other customer – when a second car drives in, you should immediately recognize the other customer and saying you’ll be right with him. This kind of greeting pays off because you not only please the customer who is waiting but you also please the customer you are waiting on, who notices that you are courteous to others.
  • Improve the rear view – while you are at the rear of the vehicle putting gas in, wipe the rear window and tail lights. Should a light be out, call it to the attention to your customer at the proper time.
  • Look at those tires – while you are back there, take a look at both rear tires for cuts, blisters under inflation, etc. and make a mental note to tell your customer before he leaves your station.
  • Work to the front end – walk around the right side, cleaning the right windshield, checking the wiper blades, and inspecting the front tires.
  • Under the hood – check the oil and water levels; it’s your responsibility to protect your customer’s car. If any is needed, ask him if you may bring the levels up to the correct level.
  • Keep alert under the hood – while you have the hood open, keep alert for other service needs. Train yourself to quickly observe all needs, informing the customer as appropriate.
  • Collect for the sale – it is important to give the customer the right change, so count the change back into his hand. If he is using a credit card (yes, they had those in 1946!), learn to fill out the invoice quickly and accurately.
  • Courtesy is pleasant – before your customer leaves the station thank him and ask him to come in again. By this time you should have learned his name, so make it personal.
  • Help him safely on his way – if your station is on a busy street where it’s difficult to get into traffic, give your customer a hand. Guide him into the moving traffic safely. He may not expect this added courtesy, but he’ll be glad to get it and remember it. Every courteous act will be appreciated by your customers, and make them regular patrons of your station.

And a closing reminder:

With the Gulf Service Plan, every time you do some little service for the customer, it makes him realize that you know your business, and that you’re looking after his welfare. These services keep your customer coming back again and again. Good will – the tendency of the motorist to return to a place where he has been well-treated – is being created every time you give him not only what he wants, but what he needs. He remembers you are the man who looks after his best interests by taking good care of one of his most prized possessions – his car.

To all of us who live in 24/7, always-connected world, the actions above probably seem like a throwback or an anachronism of the good old days.

I happen to think they are a timeless reminder that service still matters – especially in ChurchWorld, where there is no “product” per se, but the outcome of the interactions with our Guests may be eternal.

Thanks Dad, for the lessons you taught me even when I didn’t realize it, and for the lessons you still teach me after you’re gone.

 

It’s Your Move

In the easy-reading but powerfully-impacting style he is known for, Mark Miller has released his newest book Chess Not Checkers.

And he’s not playing around…

Well, actually he is – and that’s the part leaders everywhere will enjoy. Miller tells the story of Blake Underwood, newly appointed CEO of a company troubled by poor performance and low morale. Nothing seems to work – especially trying to do what he’s always done before.

The problem, his new mentor points out, is that Blake is playing the wrong game.

ChessNotCheckers

Here’s a couple of quotes that set the whole book up:

Most of us began our leadership journey utilizing an approach with striking similarities to the game of checkers, a fun, highly reactionary game often played at a frantic pace. Any strategies we employed in this style of leadership were limited, if not rudimentary.

The game today for most leaders can be better compared to chess – a game in which strategy matters; a game in which individual pieces have unique abilities that drive unique contributions; a game in which heightened focus and a deeper level of thinking are required to win.

Chess Not Checkers is an enjoyable read that leaders in all organizations will want to put into practice quickly. Here are the “4 Winning Moves” Miller develops in the book:

  • Bet on Leadership – Growing leaders grow organizations
  • Act as One – Alignment multiplies impact
  • Win the Heart – Engagement energizes effort
  • Excel at Execution – Greatness hinges on execution

It’s your move…

ChessNotCheckers

It All Begins with Hospitality

Church leaders need to understand the fact that our competition is not other churches; it’s places that provide WOW! Experiences and to which guests compare our churches.

While that may seem a negative, it can also be turned into a positive by LEARNING from those top-notch places and their leaders.

Take for instance Danny Meyer, the founder and co-owner of multiple top-rated New York restaurants and author of a book entitled “Setting the Table.” Subtitled “The Transforming Power of Hospitality in Business,” Meyer shares the lessons he’s learned while developing the winning recipe for doing the business he calls “enlightened hospitality.” They are lessons that the church can learn from. Here’s a sample:

Hospitality is the foundation of my business philosophy. Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your side. Hospitality is present when something happens for you. It is absent when something happens to you. Those two prepositions – for and to – express it all.

Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of a product. Hospitality is how the delivery of that product makes it recipient feel. Service is a monologue – we decide how we wan to do thins and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.

People duck as a natural reflex when something is hurled at them. Similarly, the excellence reflex is a natural reaction to fix something that isn’t right, or to improve something that could be better. The excellence reflex is rooted in instinct and upbringing, and then constantly honed through awareness, caring, and practice. The overarching concern to do the right thing well is there or it isn’t.

Eleven Madison Park, founded by Danny Meyer
Eleven Madison Park, founded by Danny Meyer

What a great learning environment for churches wanting to improve their Guest Services team!

Last week, I posted a series on hospitality based on Le Bernardin, the famous restaurant in NYC owned by Chef Eric Ripert. If this post resonated with you, click on the links below for more.

Creating experiences of hospitality allow for positive, uplifting outcomes for human experiences and human relationships. They will help you connect to people coming in your door week in and week out.

How will you practice hospitality in your church this weekend?

 

photo courtesy Julian, CC

Honoring the Learning Legacy of Lyle Schaller

Lyle Schaller, one of the most influential voices in the American church since the 1960s, passed away on March 18 at age 91.

Like many church leaders my age (57) Lyle Schaller was an early – and often – mentor via his writings. Although I was fortunate to hear him speak several times, it was his writing prowess that captured my mind.

After graduating from college with an accounting degree, but knowing I had been called into ministry, I began my theological studies at The Southern Baptist Theological Seminary in 1981. My calling was specific – and off the beaten path, at least at that time.

My calling was that of a support role, a second-chair leadership role, providing leadership and direction to churches in the area of business administration, facilities management, and communications. When I began my seminary studies, there wasn’t a track in that area, but I was able to link together combination of classes in my field of choice that laid a solid foundation for my continuing education – both on the field as a staff member for 23 years, and as a consultant for an additional 11 years to date.

Central to that foundation was the work that Lyle Schaller had been doing since the late 1960s, when he left a career in urban planning to go to seminary, pastoring for several years, but then moving to his true calling: that of a consultant to churches.

Schaller’s books were required reading for all my classes in administration and leadership. My first trip to the seminary bookstore included not only Old Testament, theology, and church history textbooks, but a healthy selection of small (compared to the others) books by Schaller. The first title in my growing collection of his books was “Parish Planning: How to Get Things Done in Your Church.”

With all my college business administration classes fresh in mind, Schaller’s writings were like a deep breath walking into my mother’s kitchen after being away for a while – the aroma of wonderful food bringing both a comfort of being “home” and the promise of good things to follow.

Don’t get me wrong – I thoroughly enjoyed my required Bible, theology, and church history classes (so much that my seminary minor was in Baptist History). But the way Schaller wrote about “business” stuff in a “church” world really resonated with me.

My advisor and primary professor, Dr. Ralph Hardee, introduced me to a whole new world of Schaller’s work, even that beyond his books. Columns from magazines and articles from newsletters soon joined my growing library of Schaller’s works (now numbering over 50 books, a portion you see below).

SchallerLibrary

Almost as soon as I began my seminary studies, I also began serving on a church staff. As the newest of a 15-member vocational ministry staff, I was eager to accept the mentoring given to me by the other staff members. It didn’t take long to see that they, too, had been influenced by Lyle Schaller in their early formative years over the past decades. Many times I remember a conversation among our staff beginning with the words, “Lyle Schaller has this to say about…”

Following graduation from seminary I stayed on at that church staff, and my education began in earnest – you know, the “real world” that comes crashing in on newly graduated students!

Part of that real world also included connecting with other leaders in churches and organizations across the country – the Baptist Sunday School Board (now LifeWay Christian Resources), Leadership Network, NACBA, NACDB, NACFA – hundreds of peers.

It didn’t take long in our conversations for Schaller’s name to come up: “ We’re dealing with (insert problem here) and this is what Lyle Schaller wrote about it.” We would all nod, and add our own experience and Schaller connection to the conversation.

As my responsibilities soon outpaced my knowledge, I began to immerse myself not just in the works of Lyle Schaller, but in what I consider to be his most important gift to all church leaders – the importance of asking questions.

As Schaller interacted with church leaders, he sifted through their stories by asking, “What have you learned that I need to know?” He says that’s a much better question than, “What do you think we should do?”

– Warren Bird – Wisdom from Lyle Schaller

That quote above, for me, sums up the ongoing contribution that Lyle Schaller has made to my personal growth and development as a church leader.

Or, he stated it,

The moral is that you can learn more by listening than by talking, more by asking questions than offering answers.

The organization I work for, Auxano, has been heavily influenced by Lyle Schaller. Our Founder, Will Mancini, calls Schaller “the prototype for Auxano’s Navigators (consultants).”

In a small way to honor Lyle Schaller for the contributions he has made to the life and legacy of the American Church, many of our team will be writing, Tweeting, and posting to Facebook and Instagram today.

We’re using #LyleLearnings to connect the thoughts of not only our team but many others. If you haven’t already, do a quick search of that hashtag – #LyleLearnings – and you will become the next in a long line of eager learners impacted by Lyle E. Schaller.

I close with a Scripture that came to mind as soon as I learned of Schaller’s death:

And what you have heard from me in the presence of many witnesses, commit to faithful men who will be able to teach others also.

– 2 Timothy 2:2

2Tim22

That’s four generations of learning – from Paul to Timothy to faithful men to others.

That was Lyle Schaller.

May his firm but graceful way of asking questions continue to be passed on for generations to come.

 

LyleSchaller

Lyle Schaller 1923-2015

Invisible Perfection

What the Diner (Hopefully) Doesn’t Notice

At Le Bernardin, one of New York’s premier four-star restaurants, excellence happens best when it’s not seen at all. A meal there is usually so relaxed and gracious, it’s hard to imagine the military precision with which the dining room is run.

• Before meals, the area is prepared according to checklist

• During meals, all staff adhere to strict training guidelines

• A florist makes a daily flower change on all the tables

• Silver and flatware get a weekly polish in a burnishing machine

• The concept of “mise en place” – put in place – extends to the dining room as well as kitchen

Le Bernardin

Le Bernardin

When we succeed, it looks effortless, but it’s not. It’s all codified into different organizations. It’s totally controlled – and the guest should have no idea

– Executive Chef Eric Ripert

Can you say the same about your organization and its interactions with guests?

Why not?

 

photo courtesy Kok Chih, CC