Juggling Elephants Blog

Twenty three years ago today, the Space Shuttle Challenger exploded 74 seconds after takeoff. It was a tragic day, marking the first time US astronauts had died in flight. It seemed especially painful due to so many school children across the country watching the launch of the first teacher in space. We as Americans had become so accustomed to seeing successful space flights that we were in total shock that something like this could happen.

After a lengthy and thorough investigation, the cause of the explosion was determined to be a faulty "o" ring in one of its solid rocket boosters. The diameter of the rings is .280 inches. That's the diameter of the average pencil eraser. It seems impossible that something so small could cause such a catastrophic event for a shuttle so large, but it reminds us of the need to never overlook or neglect the small details.

As you go through your day, reflect on your own actions. Are you neglecting to address an issue with a co worker that is impacting office productivity? Ignoring an item on your task list because it would be uncomfortable to tackle it? Failing to start improving your health because you're "too busy?" Remember the "o" ring, and get the right things done-Now.

Labels: choices, conflict resolution, teachers, time management

Good customer service is a rarity in today's business world-and we are quite surprised and pleased when we DO receive exemplary service. In fact, providing excellent customer service is probably one of the most overlooked business practices of many companies and organizations. And I have some advice for those who want to immediately improve their service to the customer (whether internal or external)... it's a huge one... stop saying "No problem."

There have been so many instances when I have received a product or service and when I say "Thank you" the response of the other person has been "No problem." Well, glad I didn't inconvenience them too much. Last time I checked, I paid for the product or service. Imagine being at the circus and at the end of the performance the ringmaster says, "It has been no problem to have you join us tonight." Just doesn't quite fit.

One of my favorite fast food restaurants has my undying commitment. When I get my order and say "Thanks" their response is ALWAYS something like, "My pleasure to serve you." I know they get paid to say it and they may not genuinely mean it, but the psychology behind it is incredible. It reminds the provider who the spotlight should be on-the customer.

Even on a personal level when doing a favor for a friend or a task for a family member, it helps to get rid of the "no problem" phrase. Let them know you are happy to do it because of what they mean to you. Find a positive way to respond instead of a less negative one.

In this current economic slowdown, any competitive advantage is essential to survival. One advantage may be remembering just how important good service is to the customer-and reminding them how much you appreciate their business. Failure to do so may actually create a "problem."

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Labels: customer service

While you normally think of interruptions being created by others and brought to bear on your circus, don't miss those "changes of direction" that are often caused by your own inability to plan or focus properly. Some examples include:

• Leaving "e mail notification" turned on for your email program. Each time the indicator pops up telling you that you have a message, you are distracted. It's just human nature to say, "I wonder who is e mailing me?"
• Not managing your sleep patterns, exercise or food intake. If you are ready to crawl on your desk at 2 PM and take a nap, maybe it's time to start an exercise program that will help you sustain your energy throughout the day. Or perhaps you need to explore ways to get a better night's sleep-or watch what you eat at lunch that may be making you sleepy.
• Beginning-but not ending-an intense discussion with your spouse, children, or co-worker. If you have something serious to discuss, choose a time that you can prudently work through the issue. Leaving "loose ends" in discussions will weigh heavily on you in those moments at work when you should be focusing on other tasks.

Most importantly, be the ringmaster. As much as it's possible, take control of your time, energy and actions... or someone else certainly will.

Labels: interruptions

A slumping economy has been affecting corporate America for some time now. The impact on communities and cities as a whole, however, is just now beginning to take shape. A recent article in the New York Times, however, highlighted a city that seems to be insulated from many of the challenges facing other areas. In the article, For Pittsburgh, There's Life After Steel, several reasons are given for their ability to withstand the negative impact on so many other communities.

The sentence that was most telling was this: Pittsburgh had the luxury of reshaping itself while the rest of the United States economy was relatively strong. It goes back to that old adage, "The time to change is when things are good." Whether it's a corporation, community or a household, those entities that are constantly analyzing their surroundings (i.e. being good ringmasters) and making changes proactively instead of reactively fare better in the difficult times. Many saw this impending crisis developing, but did little to prepare for it or modify business practices, budgets or even family spending habits.

So, if your circus is struggling now, commit yourself to continuous improvement so you can insulate yourself from future downturns that will certainly come. If you are experiencing only minor discomfort during this crisis due to your forethought and progressive action-bravo! Along with Pittsburgh, thanks for being an example for the rest of us.

Labels: choices, planning, self-improvement

As your hope is renewed at the beginning of this year, may each day find you seeking-and finding- the fantastic and unexpected.

Labels: Quotes, Reflection