Tag Archives: Revolution

Make your 2012 Resolutions on Mercury Time

Another year dawns… and we go through the time-honored (but not people-honored) tradition of setting New Year’s resolutions.  We set them with the best of intentions, yet forget them and quickly fail.   You can either continue with what you tried last year (did it work?) or make some changes.  This year make your resolutions on Mercury time.

Make this year different.  This year, instill revolutionary change:

  1. Be selective and intentional – not all goals are created equal.  Choose fewer goals.  Choose the right goals, those that will matter in your life and your business.  Lose 20 pounds?  Or exercise 20 minutes daily?  Grow revenue 25% annually?  Or close one new deal each week?
  2. Set goals continuously – one of the jobs of a leader is to ensure the goals are appropriate as the environment changes.  To do this effectively one cannot wait until next quarter or next year to assess the goals.  Has your team met the challenge to close a new deal a week?  Set the bar higher.  Don’t wait for the earth to circle the sun again.  Do it now.  Too hard?  Then at least consider setting goals as Mercury circles the sun (every 88 days).
  3. Track results with a vengeance – where are we?  Assuming you’ve set the right goals, ensure that progress towards meeting them is known, published publicly and discussed in the hallways.  I once worked for a company that launched a company-wide initiative but failed to report results to employees for over 9 months.  The result?  People assumed the initiative was tabled, unimportant, or worse.
  4. Celebrate often –People appreciate knowing that you noticed a goal was met.  If we fail to celebrate or acknowledge we miss one of the simplest ways to build momentum to accomplish more each day.  (Author’s confession: an area for personal development.)

The pivot point is to set fewer goals that have more meaning and to focus on them relentlessly.  If we set our aspirations on the basis of the earth’s path around the sun, we would be better suited to becoming farmers than business people.

Two Revolutionary Growth Strategies

The Wall Street Journal, in its April 19th edition, reports that “Retailers Try on New Sales Tactics”.  The new tactic?  Companies like JC Penney, Macy’s, and Home Depot plan to focus on customer service.  (Gasp.)  My guess, this new strategy could be downright revolutionary.

For starters, this ought not to be called news.  But since the WSJ found it noteworthy, let’s identify a couple of salient points.

  1. Customer service is the best way to drive top line growth – JC Penney
  2. Assisting customers assists the company – Home Depot is training cashiers to ask if customers have found what they sought

It shouldn’t surprise us that customer service helps companies grow.  What is important in the article is that customer service must be a constant focus, not a one-time program.  To achieve meaningful and lasting results, you and your employees must develop customer service muscle memory so that the first question we ask is “how can we help our customers get value?”  Companies like these may get short term results by reinvigorating their focus on service.  Mr. Spahr, at Home Depot gets it right when he indicates that strong relationships draw customers back into their stores.

The pivot point is that customer service is not a program, per se, but a culture, a way of doing business, and a commitment to social responsibility.  Cultures must be nurtured lest they gain an unintended life of their own.