After You Mastered the Basics - Then Work of Art

September 22nd, 2014

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My family and I are fans of the show “MasterChef” where home cooks compete in a series of high pressure elimination cook offs until finally the last one still cooking in the kitchen is crowned “Master Chef”.

So far I think we have watched 4 complete seasons.  I have noticed that each season it seems that at least 2 and sometimes more contestants are eliminated not because they couldn’t cook but because they were trying so hard to show case some of their specialty skills that they forgot to focus first on the basics.

An example would be a cake that was decorated to the hilt and looked like an easy win when compared to the competition. Except for one small thing.   The wannabe Chef was so excited to showcase their decorating skills that they lost focus on the fundamentals of just baking a good cake.  In the case I just watched they used salt instead of sugar.   If they had just once sampled their batter they might still have had time to catch and correct this mistake.   But even this fundamental taste your creation step was dismissed as seemingly to novice for them.

When Master Chef judge and Gordon Ramsey tasted the cake … it was over. No amount of frosting, and pretty presentation can change salt into sugar. Likewise no amount of excuses, blaming others or good intentions can make up for lack of our own mastering the fundamentals.

As I was looking for a good cake picture for the blog post I came across this one.  It wasn’t from the MasterChef show but it is another good example.  Spelling might not seem like a needed fundamental skill for cake decorating…but hey?

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However, After we have mastered the basics and are foolproof with the fundamentals we can and indeed we should begin to add to the mix our very own unique talents and innovative spirit. This is where we truly get to to turn mere work into a work of art and sign it with our signature moves.

The following video can serve as a wonderful illustration of this principle. In it we see a man doing some pretty amazing moves on a treadmill. The question we might ask ourselves or our teams as we watch the video is this…. “Do you think this is his first time on the treadmill?” Or “How many hours do you think this person spent mastering the basics of this treadmill before he began to turn his work out into a workout of art?”

 

Kirk  -Work of Art -Out

Responding to the message one T4D subscriber suggested this clip which really ties together the principle and the “Chef” theme.

Giving a Superabundance…

September 19th, 2014

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(except maybe the “Great” Depression)

 

A mother should give her children a superabundance of enthusiasm, that after they have lost all they are sure to lose in mixing with the world, enough may still remain to prompt and support them through great actions. — Julius C. Hare (1795-1855) English Cleric

I love this quote…. and a couple things come to mind

1st, the word “mother” might be easily be replaced by the word “leader”.

2nd, you can’t give to others what you don’t have yourself.  Only truly enthusiastic leaders can be truly contagious leaders.

 

So let us strive to give the people around us a bit of a re-charge today by letting our own enthusiasm and excitement for life shine and show!

Enthusiasitically and Contagiously Yours - KIRK

Service from a Way Cool Customer

September 18th, 2014

Here is a short and powerful story that could generate some very worthwhile team discussion….. Way Cool customer service is one thing.. Way Cool Customers… can be another thing all-together.  Enjoy!

Texas Mystery Man’s Anonymous Gesture Astonishes Chick-fil-A Employees, Customers:

‘Everyone Was…Totally Stunned’

 An anonymous man stunned employees and customers at a central Texas Chick-fil-A when he pulled up to the drive-thru window and handed over $1,000 to pay for the dozens of vehicles behind him.

“Everyone was like totally stunned,” an employee named Hannah told KRBC-TV.

At about 7 p.m. Monday a man who only identified himself as “John” handed over a stack of $100 bills at the Abilene location.

The act of kindness astonished team leader Duste Wolf who was on duty.

“I asked him, did you win the lottery today?!” Wolf recalled. “He said Mondays are tough and wanted everyone to have a good day.”

“Here is ten $100 bills and I would like to pay everybody else in the line,” Brian LaCrois, the franchise owner, told KRBC. “For the next hour, he bought everyone’s meal.”

 According to KRBC, the man’s good deed paid for 88 customer’s orders — leaving some stunned. One lady even started crying upon hearing of the mystery man’s gesture.

“She just had an awful day,” LaCroix said. “We told her the story and she just started crying.”

Management told KRBC that “John” ordered an 8-piece chicken nugget meal with a Dr Pepper. The restaurant said they provided it to him at no cost.

One thought I had after reading this story was…  ”I might be driving through behind the wrong people?”  :)

Another thought I had was - “Maybe the people behind in the drive through are thinking the same thing.”

The story inspired me to be more considerate to those who come behind by paying forward some form kindness.  Maybe not a $1000 but certainly something.

Kirk Out

Set Yourself Free

September 17th, 2014

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Improve Your Circumstances

Improve Yourself

Cut the cords - Go Ahead, Grow For It!

 

Kirk Out

The Very Best Thank You Has….

September 16th, 2014

With Customer Service Week just around the corner…this video gives us all a very important reminder about saying thank you in the most powerful and important way.  (No it’s not with a Coke) …

The magic happens at about the 2 min 20 sec mark.  It’s inspiring, instructive and refreshing.  Enjoy.

 

A perfect video for your next team meeting and a great reminder for your daily journey.

Kirk Out

Leaders Change Lives…from Egg to Leader

September 15th, 2014

It happened in Canada, Mexico, Australia, and in Panama.  And it has happened in England every time I have spoken there.  It happens frequently in the US.  What is it?

After a presentation where I  invite people to reflect on “the real purpose of leadership”.  Which  I argue is to change people’s lives for the better, forever(and get things done).  This is accomplished by believing in them, encouraging them, challenging them, holding them accountable, and in all ways being sincerely invested in helping them reach their fullest potential.

And doing all of these things not as a “to do list” or in the attitude of “having” to do them.  Rather it’s the highest and noblest of the leadership spirit in you that genuinely aspire and strive towards.

After the meeting is over people approach me and quietly but also very enthusiastically tell me of “just such a leader” that helped to shape and change the course of their professional and personal lives.

If there is one common thread in the stories people share with me it is not to be found in some grand event or singular moment of heroic proportions.  Rather it is to be found in many small quiet and very significant moments of caring, believing and encouragement provided by their leaders.  The cumulative effect of these small consistent caring moments by these leaders in effect created a flywheel like momentum in their lives that helped to accelerate their confidence, development, and ultimately played a significant roll in their transformation into leaders.

Below is a short clip of author Jim Collins teaching the fly wheel concept … and closing with the chicken and the egg.

As it is with chickens and with companies… so it is with great cultures and great leaders.  They are the result of lengthy indeterminate period of cumulative nurturing, coaching and encouragement.  That great leader standing before just didn’t fall there, or hatch there.  They are there as a result of “becoming”.

And to help others on their journey of “becoming” is just what leaders do.  Don’t you?  :)

Kirk Out 

Don’t Tell Your Kids They’re Smart?

September 9th, 2014

 Yesterdays post on the necessity of failure to enhance and create our future generated some good responses.  

One response from CIO Joseph McBreen, contained a link to a wonderful blog post titled “Why I will never tell my son he’s SMART” 

I think you will find that it may contain some nice material for a future team discussion. (hint hint)  

It also contained this video…

 

Thanks Joe

“There was a time when Einstein couldn’t count to ten.”  Me too!

(and I am still working on string theory and every form of higher math )  But I could learn it - if I wanted too!

Kirk Out

Basking in the Glow of Your Mistakes

September 8th, 2014

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 Students gain lasting self-confidence not by being protected from failure but by learning they can survive it.  – Tony Wagner, teacher and author

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 Let’s tweak that just a bit… “FAILURE, don’t let it get the best of you.  Let it MAKE the BEST of YOU.” –Kirk Weisler 

 So let us go forward quietly, each on his own path, forever making for the light. — Vincent Van Gogh

 A path of failure viewed as a path of learning  is a path of gained knowledge, insight and wisdom.  On such paths a person not only becomes brighter themselves but they also create a light so that others may see the way forward more clearly.  – Kirk Weisler 

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 Make it a great Day - It’s Your Choice

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Circle Your Customer Service Favorites

September 5th, 2014

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A new neighbor and new friend of mine Josh Turnbull and I recently sent me a note asking …

Kirk,

When you have a minute, would you mind sharing with me the best books you’ve read on how to deliver phenomenal customer service? Below is a list of books in our “Lydian library” that my teams are reading:

1. The Starbucks Experience
2. The Nordstrom Way
3. Be Our Guest
4. The Amazement Revolution
5. Secret Service
6. The Thank You Economy
7. Customer Loyalty: How to earn it, how to keep it
8. Customer Satisfaction is Worthless
9. I love you more than my dog
10. Customers for life
11. Delivering Happiness

 

Thanks - Josh T.

 

That is an impressive list.  Before I share my response to Josh with you I would like to ask you to share your response with me.

 

What are your favorite titles on customer service?   Please take a quick 2 minutes and in the comments section of this blog post share away!

 

Here is my reply to Josh.

 

Dear Josh,

Your Lydian Library look absolutely fantastic. As for “Specifically” focused books on Customer service aka “the customer expeience”
I love your list and would only suggesting adding “Raving Fans”

If I were taking a step back and recognizing that the customer experience is really an outcome of the company culture… then I would add a few more books to your list of greats like
NUTS the story of Southwest Airlines
The BIG MOO (a collection of 60 stories inspired by Seth Godin’s book “The Purple Cow” (which I would also add)

 

I would also suggest The Experience Economy by Joseph Pine - It was recently updated - so probably get that one.

“The Advantage” by atrick Lencioni.  And as long as your wanting to deliver exceptional CS you can’t really do that without an exceptional team…so you might as well get his other book “The 5 Dysfunctions of a Team”.  ( so you can make sure you don’t have them.)
And of course you will want your people to move from Good to Great…so Jim Collins book is worth having installed into your village brain.

I will stop there. A lot of good companies have great libraries … read by less than 5% of the employees. I am curious about your strategy and approach to move your people to “want to read, learn, love and live what’s in these books”.    I have every confidence you are doing this… and I am always looking for stories of leaders who are successful at it.

So when can we talk ?

 

Kirk Out

Being Logical isn’t Necessarily Thinking

September 4th, 2014

“Most students treat knowledge as a liquid to be swallowed rather than as a solid to be chewed, and then wonder why it provides so little nourishment.” - Sydney Harris

“To be nobody but myself, in a world which is doing its best, night and day, to make you everybody else - means to fight the hardest battle which any human being can fight, and never stop fighting.” - E.E. Cummings

“You are not thinking. You are merely being logical.” — Niels Bohr to Albert Einstein

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Kirk Out (today that really fits)

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