Tips to Dye For

Tabitha Takes Over is a reality television show that features salon expert Tabitha working with struggling salons to give them a makeover. She is focused on business success, owner commitment, customer satisfaction, memorable service and professionalism in the industry. Though Tabitha has concentrated her attention on the salon industry, the truth is, no matter what field of business you are in, these matter!

While I must confess I don't normally watch this show, something Tabitha said as I was flipping channels caught my attention immediately. To the salon owner Tabitha stated something like, "if your business does not look professional, chances are your approach and team won't be professional". This particular salon was dated, unkept, disorganized, lacked efficient systems and proper equipment, had no apparent leader when the owner was absent, and lacked standards of performance...and it showed in the team's approach to customer service. Immediately, Tabitha worked with the owner to improve her personal commitment to the business and, as the owner's commitment grew, so did the employees'. The business also received a makeover - new paint, new lighting and furniture. The employees were excited about their freshened work space and their pride showed, they cared about their environment. Tabitha helped the owner set standards about employee dress, performance and customer service expecatations. The employees appreciated this clarity! Customers appreciated the new levels of service.

Here are some questions to consider as you move forward into a new year...and hopefully an incredibly successful year:

• How is your customer service?
• Do you know the quality of service?
• Are you investing in your business?
• Who takes over when you are not there?
• What personal habits are negatively impacting your business...and your family?
• How do you show your commitment to the team, business and customers?

Happy New Year! Can't wait to share 2012 and all of its successes, lessons and rewards with you!

Marketing Mishaps

You can learn a lot about what not to do in marketing simply by paying attention to your surroundings and what other businesses are doing, or are not doing. Is what clients see actually congruent with what you promise to deliver? Are your mission, actions and presentation consistent with one another?

One example I have personally witnessed of an incongruent marketing method was a safety and security company who promoted "safety and security for your home and business." While walking by their store I noticed that their door had been vandalized and was taped with duct tape. Almost a week later, the door was still taped and not replaced. I don't know about you but, I was not feeling a strong feeling of faith in their ability to maintain security of my home or office. They would have been well served to replace the door immediately.

Another example was a Realtor promoting "We will sell your home". However, while on holidays, we walked past one of their client's homes for three weeks. During that time, the information sheets for the home that were in the plastic box beside the "For Sale" sign where never replaced. Interested people passing by could not get the information about the home because the flyers were gone. The Realtor's actions did not match the promise.

How you show up is everything! One of my marketing mistakes on this very topic of "How you show up" was featured in Carol Roth's 55 Business Marketing Mistakes article. Check it out here: http://www.carolroth.com/blog/55-marketing-mistakes-in-business.

As you plan your marketing strategies for 2012, spend time ensuring that your actions match your promise.

Do More Than Grow...Innovate!

In October I had the pleasure of emceeing an incredible event for the second year in a row. The event was the HR Boot Camp. The audience was a skilled group of Human Resources professionals and leaders from businesses, small and large. The speakers were from local businesses that were are engaged in innovative and creative solutions to Human Resources issues.

After listening to the incredible examples and case studies featuring HR innovation at its best, I left the event with new information, powerful reminders, and some concepts that challenged my thinking.

Some of the reminders that stuck with me, even two month later, are:
- The importance of identifying and building talent in the organization. One speaker gave examples of how they foster employees "growing with us" (with their company), and exchanged numerous examples of how they do this through innovation awards, engagement, opportunities for training and development and professional growth, mentoring and coaching, and exposure to hew learning.,
- How vital training is, at every level in the organization. There was a focus on the importance of leadership development. Far too often companies invest less in their leaders as their experience level grows. The reality is that leaders, as much as anyone, benefit from ongoing support, coaching and development. Investing in leadership is an investment in the company.
- Knowledge transfer is essential to ensure the long term survival of an organization. When an employee leaves a company, they take with them an invaluable amount of corporate history, knowledge and wisdom. Companies that find ways to transfer knowledge, develop and review succession plans, and who have seasoned employees mentoring new employees will ensure that corporate knowledge is retained and that legacies live on.

What examples of innovation is your company proud of? How do you foster innovation in your place of work? What has worked for you in terms of having employees "grow with you"?

As you move forward into another year, take a few moments to expand on what is working well, explore some new ways to foster innovation and ensure that you have actions in place to retain corporate knowledge and history. A plan in more than a great idea. It is a great idea with action behind it.

Live Healthy, Cope Better

As many of you know I often speak about the importance of self-care. That is, how important it is for us to get exercise, drink lots of water, get proper rest and eat balanced meals if we are going to be able to handle conflict in a positive way and bounce forward. If we don't take care of ourselves we won't be able to deal with daily stress and other challenges very effectively. Exercise helps us exert energy and positive endorphins which helps relieve stress. Water keeps our bodies hydrated so that our brains aren't sluggish and we can better respond to our environment. Proper rest works also helps keep our minds sharp, alert and focused on the task at hand. Balanced meals give us the right kind and right amount of energy so that we are always at peak operating potential. There is no argument, self care is essential to effective conflict resolution and peaceful living.

I know the basics of self care. Much of it is common sense. However, there are others, experts, that can help us go deeper and really apply the principles of self care to our lives. Just ask Tara Marie Segundo, M.A. She is Fitness Expert and Personal Trainer. a radio talk show host and TV personality, freelance writer published in several top health and fitness magazines, and Pro Natural Figure Competitor based in New York City. Tara Marie is an excellent source of information and inspiration for anyone that believes in the importance of taking care of themselves so that they can be the best they can be every day. Visit Tara Marie Segundo at http://www.healthylife.net/RadioShow/archiveTM.htm to see hear this amazing woman share her knowledge and wisdom about self care.

We have so many demands placed on us everyday that it is easy to neglect ourselves. But, we need to make self care a habit if we are going to bounce forward and have healthy workplaces.

Here Comes the Pitch...

So often in meetings we are approached by people that come on so strong with their elevator pitches. A few short sentences that answer who you are, what problem you solve and your business is all you really need to present. Sometimes people work so hard on coming up with something so exciting and catchy that the listener has absolutely no idea what you do. Often they won't ask for clarification because they are so overwhelmed by the pitch. So, what happens is that you are left meeting someone who has no clue what you do.

I have heard hundreds, if not thousands, of elevator pitches, and the ones that resonate for me are the ones I can remember the person's name and what they do, what their business is and what problems they solve. Keep it simple and concise. Too much information combined with too much emotion can often create confusing situations. If people don't understand who you are and what your business is they will never think to call you after the meeting, even if they do need your help, because they won't recognize that you can help.

It is also important to be passionate about what you do. Be sure not to be overwhelming though. Confidence, clarity and desire or excitement are enough to show that you love your business and how you help others. This is another great opportunity to practice with friends and colleagues, and in front of the mirror.

Speaking From Experience

What are the biggest issues we have when we speak with others? How would you answer this question? There are many mistakes we can make when communicating with one another. Whether or not the conversation is friendly and positive or requires courageous dialogue, we can say the wrong thing or say something the wrong way. However, most often the trouble is what we are not saying. That's right, it's the awkward silences we so often experience during conversations. Fortunately, there are a couple of strategies to help keep the conversation moving and focused on what is really going on.

Awkward silence in conversations should be completely avoided. These moments only create more tension and confusion for everybody involved and make the situation that much more uncomfortable. To overcome this we need to become more comfortable with silence. Often our conversations are so rushed that it is difficult to remember half of what was said. Slowing down the conversation and practicing short silences will help you become more comfortable if those awkward pauses pop up during a dialogue. Another strategy to deal with silence are those open ended questions I talk about so often...who, what, where, when, and why and how. If you are really at a loss for words, try this..."tell me more about...". There are free communication tools for that you are welcome to access on this blog site.

Take your time to make your point. Slow down your speech and practice being comfortable with short silences in conversations. Using these tools, plus the many free ones offered on this blog, will help you to have more focused and comfortable conversations.

Don’t Quit…You are almost there!

Far too often I see individuals and teams quit (a project, solving an issue, building a team) when they are almost at the finish line. Giving up certainly impacts your ability to Bounce Forward and be more resilient. I frequently saw team members who had given up on trying solving an issue just before they resolved it. Or, they compromised too early, as a solution instead of working a little harder to really resolve the challenge and move beyond it. People also give up on their goals. With the new year approaching, and knowing that individuals and businesses often set next year goals, I wanted to share a few thoughts about persistence and sticking with it to the finish line. I recently had the opportunity to hear an incredible speaker, Warren MacDonald talk about finding opportunity in adversity and succeeding through change. This gentleman modeled resilience in the face of fear, and is a great example of a person I believe has Bounced Forward™.

11 years ago Warren set out on a backpacking trip to Hinchinbrook Island, off the northeast coast of Australia and this day would change his life forever. During his climb to the summit of the islands tallest peak, he became trapped beneath a one-ton boulder in a freak rock fall. “Warren’s “test of will” lasted two days before a helicopter arrived, and he was rescued. The accident would cost him the loss of both legs, amputated at mid thigh” (credit Warren MacDonald website). Since Warren’s rescue he has been climbing mountains, ice climbing and inspiring millions around the world with his story, and powerful lessons of courage, perception, overcoming obstacles, and not giving up.

Warren shares a similar belief as me, the way you see something is everything. I have often said in my presentations, that sometimes it is the way we look at a situation or perceive a problem is in fact the problem. Warren reminds us to pay close attention to how we perceive a situation, because how you look at an obstacle determines how you move through it, or around it.

As you move forward into a brand new year, take a close look at your goals, you may be much closer to success than you think. If your perception is stopping you, take time to change your perception and create a different plan to bounce forward. In my latest book, Bounce Forward, I also talk about the importance of taking daily action towards your resilience. The more resilient you are, the better able you are to cope with life’s challenges.

To find out more about my incredible friend Warren MacDonald, please visit his website at:

http://www.warren-macdonald.com

Personally Speaking

Have you ever been in a situation where a staff member, or staff members, continually raised their personal issues and complaints in team meetings or in front of other staff members? Since this situation is not that uncommon it is fairly certain that you have.

As a facilitator and former mediator, I witnessed this a great deal. The truth is, sometimes the intention is very innocent and not to embarrass, challenge or create a scene. In these cases, the person will often respond favorably to a gentle re-directing comment. "That sounds like a very important question you have, and one we might be able to better address one to one. How about you and I connect immediately following the team meeting?" will usually be met with a positive response and help to bring the meeting back to its initial focus.

However, there are other time where a person does have a bone to pick with a team member or supervisor and raises a personal issue in front of the team. The same type of statement could apply here, "That sounds like an important issue that perhaps you and Sue could talk about following the meeting." Sometimes there is value in checking to see if the issue is just one person's concern. Sometimes the group has a concern but only one person feels comfortable or has the courage to raise the issue. It is helpful to manage your emotions and response and to think carefully about how to proceed. If you notice a pattern, for example one team member constantly raises his/her concerns at team meetings instead of one to one, that would be a perfect topic for a one to one feedback discussion after the meeting. It would be very helpful to understand why the individual feels the need to voice and address issues in that way. There may be an opportunity for the "coaching conversation", a dialogue around alternative ways to address concerns.

Balanced for Focus

Self-care on a daily basis is essential to being able to cope with change, especially in the work place.

There are strategies that we can do every day to ensure that we have the energy and the resources to cope with what comes our way. The first one is ensuring that we are eating healthily. The busier people are in the work place, the more apt they are to ignore their lunch breaks, ignore their coffee breaks, and avoid taking time outside to get fresh air. It is very important to ensure you are eating well. Many work places are now ensuring they have water coolers and healthy snacks available for employees at work. If you are a team leader, model the importance of getting away from your desk to take a break and to be eating healthy throughout the day.

A second strategy to ensuring we are practicing self care on a daily basis is proper exercise. One company I worked with actually had summer teams that would play soccer out in the parking lot at lunch, and in the winter, they played street hockey. This was a wonderful way of not just breaking up the day, but reenergizing and staying fit (and building the team). Others have walking groups at lunch time or host an instructed yoga class during one of the breaks or lunchtime. Some even bring in a massage therapist once monthly.

Physical exercise is so important because during stressful times, when we experience the “fight or flight” reaction, our adrenaline is really high. The increased exercise and activity helps to burn off this adrenaline build up. When we are regularly engaged in fitness, it lowers our general stress level. When we are active, we have more energy and mental clarity. Mental clarity is not only important for coping with the stress, but it is important for maintaining healthy work relationships and making strong, sound, appropriate decisions. When we are feeling under the weather, under a lot of stress, and under exercised, often our thoughts become clouded and we feel sluggish. When we ramp up the exercise, we ramp up our energy level. Of course, with that mental clarity, we are focusing better and making decisions that are much more appropriate to the situation.

We need to drink more water and be hydrated, and no, coffee does not count as water. It is a stimulant. A lot of people say, “Well you know coffee is made with water.” Sorry to be the bearer of bad news… the doctor advised that coffee does not classify as a hydrating liquid. Often, when people are under stress, or there is a crisis happening in the work place, people immediately go and fill up their mug with more coffee, or grab a pop from the vending machine. The problem is that both are stimulants. We are trying to calm ourselves down but what we are putting into our body is a stimulant that is increasing the adrenaline.

Not only can these tips help deal with stress better but they can also help you keep focused and become more productive. My Executive Concierge recently learned that having more time is not necessarily what helps you get things done. Admittedly, the situation she found herself in was nothing she had designed but, it did prove to be a great experiment in the end. Due to a surgery she found herself unable to move around a lot for a few weeks. She shared with me that initially she thought this would be a great time to get caught up on some personal goals she had been looking forward to finishing. What actually happened was that, as more time passed the less focus she had and the less that got done. She attributes this directly to the long period of inactivity. As more time went by where she was unable to be active and go out to socialize, engaging her mind and her body, the less focus and energy she had to complete extra tasks and meet her productivity goals. She also confided that, despite the extra rest she has had, she felt more stressed at the end thinking about all those things she had wanted to get done but didn't during her recovery time.

In conflict and in life we need to have the right balance in order to reduce stress, deal effectively with conflict and be productive people. Don't forget to look after yourself!