Staying Power

“Change is the narrowest and hardest groove that a man can get into.” G. K. Chesterton

The operations manager lamented that his company had been hot and cold on implementing lean manufacturing for the past ten years.  He was coming to the realization that as his energy level and commitment to the process ebbed and flowed, so did that of his managers.

Change is not a sprint; in fact, it’s a marathon requiring inexhaustible energy and staying power from those who lead it. And, for the people who prefer a less hurried and more monotonous work pace, you are wise to count the cost before committing to that groove.

And then, there are those restless souls who get bored quickly and have to keep changing things.  During a recent coaching session I pointed out to the Managing Director his high work pace and need for variety and change.  He replied, “So, you won’t be surprised to learn that I’m on my third marriage.”  We laughed; and yet, there is a certain sorrow and exhaustion in that groove.

Fight change, and it will break you.  Ignore change, and you become irrelevant. Worship change, and you become its slave. Respect change, and you will discover the richness of the past and the promise of a future.  Staying power!

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12-02-10

Trusted Recommender

I’ve heard it said that we are no longer in the information age; we are in the recommender age.  Google is the best example of this reality.

A national tax leader shared with me that he has made it a practice to connect his clients with third-party resources to solve problems outside the bounds of his expertise.  He knew that he would benefit from acting in the clients best interest, even if his firm didn’t realize revenue directly from that transaction.  In his view, this practice creates loyalty in the client. It sends a strong message to your client that you have their best interest at heart.

A few months ago a partner recommended me to his client and it resulted in a great contract for me.  The next time we met, I was impressed by how pleased he was for having made the recommendation. He explained, “When I connect my clients with a great resource, it strengthens my relationship with them.”

Be a trusted recommender.  It’s good for business and the soul.

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12-01-10

The Key To Excellence In Client Service…

…don’t do less than your best.

Invest all of who you are in serving your clients.  Do not neglect to deliver the things that are easy for you to do.  It’s the easy things, the things you can do without much effort that often gets neglected.  The little things are often what matter most to clients.

Don’t do less than your best.  Everyday!

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11-30-10