Archive for September, 2009

All Behavior is a Function of it’s Consequences!

Ever hear that line before? Sound like psycho-bable? Shrink speak? Well, BINGO! That is precisely what it is. And, oh…by the way…it happens to be true!

Just back from a consulting visit with a good client. The owner and senior manager are very interested in improving management and staff performance. They want things….like customer service, to work better for the company. They want fewer customer complaints, fewer lost customers, and greater lifetime values. That’s what they want.

Reviewing recent issues, situations poorly resolved or left dangling for a later day….I did what I always do…I called it as I saw it…warts and all. Nobody disagreed. In fact, everyone felt my analysis was spot on…to use an MBA phrase for an accurate description of what is what!

Then, the good part. I laid out a couple of options, things that could be done to create improved performance. Each involved confronting the realities of today, to bring about a better tomorrow…for all. Each option required management to draw a line in the sand and commit to changing the status quo. Each would mean that what is wrong today, will be gone tomorrow.

Guess what happened. To quote senior management…”We don’t want to go that far”. Huh? Then why am I here,  I wondered. “Just do the best you can to explain the right way to do things”, was the direction given to me. “OK”, I replied..and that is what I did.

What will change? Nothing. Why? Because behavior really is a function or the result of how we, as leaders, repond to it. Not complicated. When unacceptable behavior is met with a “discussion” of what should be…but no other reaction, the message is “we think you ought to change your behavior but..if it’s uncomfortable for you…fine.” And so it goes.

My mesage today is…first, don’t begin initiating change unless you are willing to follow through. But, if you are, you can change behavior with your serious and ongoing reactions to what you see happening. And your reaction to poor performance cannot be a suggestion; your reaction must be a declaration in word and deed that, from this day on, some of the things we do, will be done differently. No big deal; no revolution; just modified behavior. Then, as you take each small, easy step toward improved behavior, you celebrate and reward it! Your positive response will keep the changes going. Behavior will improve because the consequence of doing it old way will be corrective action in the form of a negative and unswerving response from leadership.

Honest, folks..it can be done. But you must be less willing to put up with unacceptable behavior than you are to confront reality. I can tell you this…people like to be led. Leadership and positive direction will, over time, be met with improved behavior. But, you can’t stick your head in the sand and expect a consulting to make it happen!

Sorry to rant but…as I learn over and over again, wishful thinking has never and will never change behavior. Your reaction to the performance of your staff must be real, serious and continuous.

Good luck!

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Growing in a down economy? You must be kidding!

Yesterday, I participated in an industry sponsored webinar on surviving, even growing in a recession. For a first effort, I felt it was a success…as 325 contractors/operators signed up for the event.

My message, as it is in all my training, was that, if you take time to differentiate your company/product/service from the competition..and communicate the real, tangible value of the differences, you CAN sell and grow in a recession. I have clients who grew 18-23% this year…top and bottom lines! That is a fact.

Yesterday’s blog post on leaving the doom and gloom behind and getting back to business was based on this year’s positive experience. Since yesterday, a couple of people contacted me…telling me I was just another consultant…planting unrealistic expectaitons in the minds of people..to generate business.

Holy cow! How silly! I am reporting what my clients are doing. Believe it or don’t, your call. But this I know, small to mid-sized businesses I work with are making it happen. To me, that’s good news and I intend to use my blog to tell the story.

Value sells…the probem is…we don’t take the time to hone our communications skills and we don’t tightly manage our marketing/sales process. If you want a more detailed discussion, let me know.

Get off the doom and gloom kick!

Flash! People are sick and tired of this recession. Over 90% of all Americans, those who want jobs, have them! And, despite what you hear, most have medical benefits too!

So, why are we hanging our heads? I’ll tell you; because the media is making hay, driving ratings scaring people to death! I don’t know about you but I’msick of it!

Don’t want to sound successful or anything not PC but…I bought a new 09 general motors car this year. And, low and behold…it’ still running! In fact, it’s a great car! So, life as we know it has not ended and, unless we let the sobbing, politically motivated pundits control our emotions, we can survive!

Let’s all decide to be positive for a change. We’ve been through tougher times….much tougher..and we’ve survived. And we can now. I’ve never Americans so down in the dumps without reason in my life. Don’t misunderstand…out of work is out of work. But, we can work through it if we go forward and get our heads out of the sand.

If you run a company, you’d better be showing a postive face 24/7. If you are an employee, representing a company, you’d better push back against consumers who are being sold the doom and gloom story. If we kick consumer spending in the rear, if we begin, again, to invest in the future, we’ll actually have one.

I know my positve view is not exactly typical but, I was part of a home serivce business during the 1987 recession..a tough time for the service business. I saw people pull in their horns and expect to fail. No surprise, they did! Self-fulfilling prophecy, I suppose. But my company did not! And my clients this time around are growing! Why, becasuse the refuse to buy into the media dribble which, in my view is mainly responsible for the malaise that has overtaken our country.

Good news! Our attitudes are ours! We can choose to be up…or down. Stay in the dumper if you must but, as for me..I’m not taking part in the negative recessionary doom and gloom any longer.

Gee, I feel better already!! How about you?


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