Provoke Something Positive

Leaders do not settle. Good enough is not enough. Almost will never do. As my dad used to say, "Anything worth doing is worth doing right," and leadership must be done in a fully attentive, fully focused, high performance way. High performance leaders insist on ever increasing performance. To get there, they encourage positive action after positive action. Step by ever reaching step to a higher level, to a better degree, to a higher quality.

It's what high performance leaders do.

High performance leaders provoke positive actions.

What positive action will you provoke today?

-- doug smith

Leadership Call to Action

The next conversation you have with anyone on your team today, take a moment to provoke a positive action. Encourage your team member to do more, to add quality, to add value to something otherwise routine. Keep provoking until that positive action is a reality -- and then keep provoking until that positive reality is a habit.

You can do it. You're the boss.

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Seriously

If you take your goals seriously they will take you where you need to go. -- doug smith

Early Is Great

When is the best time to achieve a goal? Achieving a goal on time, on the deadline, is great. What's even better? Achieving a goal early. It's the surest way to achieve it at all. Early is great, so you're never late. -- doug smith

The Games We Play

Last week I had some fun, with two different classes, in an activity to re-invent games with no losers. The only other condition was that each game also had to be fun. As it turns out, competition is not necessary in order to have fun. The creativity won the day as games developed without any losers. Imagine that. Playing a game without disappointment. Playing a game of cooperation, of collaboration, of mutually beneficial outcomes. It's possible. It's fun. And, there are no side-effects. The games we play form us in ways we may not expect. If we can invent more games, more situations, more relationships where everybody wins imagine what a world that would be. -- doug smith

Better Representation

The best customer service comes from products and services that work flawlessly and do not require heroics from the customer OR the service rep. -- doug smith

Competition?

I often ask my classes "What's the difference between conflict and problem solving?". The leading answer is "competition." Conflict is a problem with opposing solutions. Two opposing goals. Competition. That can still be resolved, but it may need to be managed. Recognizing what you've got is a good start. -- Doug Smith

Personal Reminder

If you think about something that needs to be done but don't do it now, when will you do it? Now would be good. Now is the time. -- doug smith

Of Course...

Are you on course to achieve your biggest goals? Is your plan in motion and working? Of course! Will you need to make some adjustments along the way? Of course! If your goal really matters -- to you with some intensity, you will do what you need to do in order to achieve that goal. If it doesn't really matter, there's almost nothing to be done. You need the joy. You need the spark. You need the course of action that lights you up so much that it lights up your path to success. The reason for your goal is as important as your goal. Why does your goal matter? Why now? Why you? Does that level of focus really make a difference? Of course! -- doug smith

A Winning Game

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point. What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith

Up to You

Other people can help, but achieving your goals is up to you. -- doug smith

The Goal Sequence

Every goal leads to another goal. If you've achieved your goal, the next goal gives you increased opportunity to grow. If you've missed your goal, the next goal gives you a chance to learn and correct. Nobody achieves all of their goals but every goal gives you something. Get that goal done and see what great goal comes next. -- doug smith

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