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One of my favorite books is Simple Abundance by Sarah Ban Breathnach.   What a powerful title.  I live in such abundance.  Keeping anything simple is my real challenge.

Take my closet for instance.  Every season I say I will clean out old clothes.  And, every season I add to the closet at least twice as much as I take away.  I was bemoaning this fact to a colleague and she told me about a better approach:  Keep what you love and let go of the rest.

That simple shift in perspective made all the difference.  First of all, I smiled when thinking about what I loved, knowing how good it feels when you like the way you look.  Isn’t that better than having to admit you don’t look your best? Coming from a place of abundance, not a place of negativity – what a concept!

This concept works in much more important areas than your clothes closet.  Relationships, for instance, particularly employer/employee ones.  Have you celebrated a relationship with someone that matters to you lately? Have you thanked an employee who is just outstanding?

Just like my clothes that don’t work anymore, you may also decide to let some relationships go. I have trouble letting go of relationships, particularly business relationships, that aren’t serving me as well as they once did.  It’s okay.  Truth be told, the other person in the relationship may need to do the same thing.

Take time to look around and decide where you need to relish your simple abundance, and where you need to let go.  By the way, that knee-high pile of clothing, which just didn’t fit in the beautiful or useful categories, will be a God-send to the women at the shelter.  And, that makes me remember and be grateful for my own abundance.

September 5, 2014

Let’s Talk Service by Joanne Ladley

Whether you refer to the way you treat the people you serve at work as guest service, client service or customer service, likely you have a philosophy that undergirds how you handle situations where your service comes into question.

One philosophy is: The Customer is Always Right. A sign in front of Stew Leonard’s Connecticut grocery store says it well:

  • The Customer is Always Right
  • If the Customer is Ever Wrong, Re-read Rule #1

Another has more subtleties: Ritz Carlton’s guest service training system is called LEAP:

  • Listen
  • Empathize
  • Ask
  • Produce

At my family’s business, we commit to World Class Service. It’s in our Strategic Plan, we bring service stories to weekly huddles, and our peer to peer program recognizes good service. Team members write “You’ve Been Caught” notes and, randomly, we give gifts of anything from ice cream cones to $250 restaurant gift certificates when we notice world class service.

But none of these approaches addresses the emotions we feel when a complaint hits us. It is easy to become reactionary and ineffective.

Fortunately, I have many mentors who’ve helped prepare me for the occasions when powerful emotions are stirred, as they were recently, for example, when a lodging guest at Kitchen Kettle thought he deserved a free room.

Here’s the path I followed as I combined the philosophies of my mentors:

– Listening comes first
– A confident and humble context sets the tone
– Kind and powerful conversations solve problems

Confident may seem contradictory to humble, and kind in opposition to powerful. But in practice they reinforce each other.

With these guidelines, more often than not I find that the guest and I can make a win/win out of what could have been a losing, negative experience.

 

February 5, 2014

Intentions, Resolutions & Commitments by Joanne Ladley

Did you make New Year’s resolutions? If so, have you broken them yet? I’ve never been a big fan of New Year’s resolutions, mostly because I’ve never stuck to them. Too often, resolutions were statements I made off the cuff with very little real intention of following through. They sure sounded good though. So no surprise when by January 15th I had already broken them.

But then I was introduced to the difference between a resolution and a commitment. Each one has its source in intention. The veracity of the intention behind a resolution is suspect.  A commitment is an intention with laser focus.

I don’t make commitments lightly and I imagine that others don’t either.

Sometimes the difference between resolutions and commitments is simply a matter of quantity. When you make a New Year’s resolution is it a list? I’m going to lose weight.  I’m going to start exercising. I’m going to visit my parents more often. I’m going to learn to say no. Resolutions often have multiple points of focus.

Commitments have singular focus. Focusing on more than one commitment at a time is ineffective. However, once you’ve changed your behavior to fulfill your commitment and maintained that commitment for a period of time, there’s a good chance you can take on another new commitment.

Here’s a focused, intentional process I discovered to change your behavior:

  • Start with an intention.  I want to be healthy.
  • Add a game plan. I’m going to go the gym on Tuesday afternoons. (save the aspirational four days a week for later – after you’ve successfully completed getting to the gym one afternoon a week)
  • Put in some mechanisms that will ensure you won’t find excuses to break the commitment.  I’m going to sign up for a class so people will be expecting me. I’m going to pay for it ahead of time so I’ll waste my money if I don’t show up. I’m going to have my gym bag packed Monday night so I can go right from work to the gym.
  • Make sure to celebrate milestones. Notice when your clothes are not so tight. Pat yourself on the back for showing up at class. Enjoy a deep breath because you’re not so winded.
  • Add a second game plan to fulfill the original intention. I’m going to stop eating fatty foods.
  • Start the process all over again with mechanisms and celebrations.

That’s a commitment. You’ve stated your intention. You’ve identified one step toward the end game. You’ve developed a plan to overcome the excuses that might keep you from carrying out the intention by creating mechanisms that won’t allow discouragement to foil your plan. You’ve incorporated celebrations, an indispensable part of solidifying new behaviors. If you’d like, bring in a buddy who will help to hold you accountable, and then celebrate together.

Changing behavior is not for sissies. Old habits die hard. But if something isn’t working for you, there is a way to do things differently. It’s not a quick fix but it can open up a brand new world of possibilities.

August 5, 2013

Language Matters by Joanne Ladley

According to Malcolm Gladwell in his book Outliers, the Korean government stepped in to improve the safety ratings of their national airline. The first thing the government did was to declare that the language of the cockpit was English. Pilots needed to understand and be confident in their ability to speak English so they could properly direct the gruff New York air traffic controllers when their airplane really was out of gas and needed to land NOW. The pilot’s improved English language skills gave them a confidence they didn’t have before and consequently changed the safety record of the airline dramatically.

At Kitchen Kettle Village, my family’s business, we were looking for a common language so all of our team members could understand their role in our strategic plan. The language of athletics seemed to fit the bill. The plan itself is called our “Game Worth Playing.”  We refer to the senior management team as “Coaches” and the individual store managers as “Captains.” The employees are “Team Members.”  During orientation, new team members learn how to play:

  • How to score – ensure guests leave happy
  • Where the boundaries of the playing field are – we tour the entire Village
  • How we restart play when the ball is out of bounds – coming in late the first time
  • How a foul is different from out of bounds – speaking disrespectfully to a team member or guest
  • What will get  you ejected from the game – stealing

We also explain that we’re playing the game of basketball and we’re looking to win the NBA Championship. If you’re a baseball player, go find a baseball team. You’ll be happier and so will we.

Putting our plan in the language of athletics makes it easier for people to relate the expectations of the job with their behavior at work. A consistent language makes it easier for everyone who works at Kitchen Kettle Village to know our expectations of them.  They understand better how to ensure our guests have a fun experience while they’re visiting us. That understanding brings us back to the goal of our Game Worth Playing.

Changing behavior is tough work. But painting a picture in our mind’s eye can help serve to create a model of behavior. Language is the verbal expression of that picture. How you describe that picture to others can help them model a behavior you’d like to see happen.  And describing that picture as clearly, as consistently and as simply as possible makes it easier for everyone to follow through on your expectations for their behavior. Language really does matter.

April 5, 2013

Traveler, There Is No Path by Joanne Ladley

Those of you who know me know that one of my favorite quotes is from Machado: Traveler, there is no path.  Paths are made by walking.

I’m not sure why this quote is so intriguing to me.  Maybe it’s because left to my own devices, I am a planner.   Whether it’s my calendar, my business’s strategic plan, my financial retirement plan or my plan to be sure I exercise, everything has a time and a place.  Sometimes I think it’s the only way I fit everything in.  How else would I get it all done?

Planning is a very productive exercise.  We’ve all heard that “if you fail to plan, you plan to fail.”  And there’s some truth to that.  But planning can sometimes give us the illusion of control.  And the accomplishments that come from careful planning can give us a false sense of security.

Just when I think I’ve got it all figured out and I’m struttin’ my stuff pretty proudly because I’m right on target with my plan, something happens to remind me that I’m really not all that special and I don’t know quite as much as I thought I did. Something completely unexpected wreaks havoc with my plan – the stock market crashes, I sprain my ankle, the car breaks down to mention a few minor examples. Once again, I learn that important lesson of humility and perspective.  I am reminded I am not in control after all.

So I pick myself back up, dust myself off and start putting one foot in front of the other again – start walking a path.  Sometimes I even close my eyes and put out my hand and allow myself to be led by a God who deserves my trust.   Those times of humility and blind trust, where I have no plan but to listen closely and keep putting one foot in front of the other have led me to new and exciting places.

New paths often start out slowly, there’s caution in newness.  And with caution comes time to be careful, to think things through deliberately and to consider consequences.  Making new paths doesn’t happen when I’m on auto-pilot thoughtlessly rushing from one thing to the next.  I can be more aware when unproductive habits start creeping back in to my new routine.

Soon, I’m on a more familiar path, out of the fog and ready to start walking a little faster.  The joy of a new path takes over and the excitement of exploration kicks in.  Before I know it, I need a plan to keep it all in check.

Just be careful, I tell myself, the best laid plans…

December 5, 2012

Be Still… by Joanne Ladley

Be still and know that I am God has always been one of my favorite Bible verses.  And in this ridiculously hectic season of shopping, decorating, family gatherings, music concerts and busy times at my retail place of business, it has become my mantra.

Normally I thrive on chaos.  I love being busy. The challenge of efficiency, the tetrix-like puzzle of schedules, fitting everything in with the right people at the right time and the seemingly endless hours of “getting ready”.  It’s all so exciting.  However, you also may remember an earlier blog post of mine where I waxed eloquent about the tangible silence of a Montana sky. So I only thrive on chaos when it’s balanced with serenity.

I’ve developed a short list of suggestions for keeping that balance and am happy to share it during these holiday hours.

Breathe – It sounds so elementary but stopping to take deep, even breaths in and out is extremely calming.  Start inhaling all the way down at your toes and slowly follow the breath up into your belly, your chest, your throat and your head.  Then just as slowly exhale and follow it back through that same path all the way down to your toes.  Just three or four breaths will work wonders to calmly center your mind and your body and voila! You’re back in balance – at least for a little while.

Meditate – Whether you start or end your day with it, or somewhere in the middle take time to quietly drop out of the chaos, it is an extremely calming exercise that will have lasting effects.  It’s difficult to empty your mind and just be, but with practice the stillness comes quickly.

Be Grateful – An attitude of gratitude keeps up your spirits and your energy.  Keep a gratitude journal or just promise to write down each day at least two things you’re grateful for that day.

Take a minute before automatically saying yes. – When you do, make sure you genuinely enjoy what you just agreed to do. I had a terrible time saying no.  So I learned to say, “Thank you so much for thinking of me.  I need to think about the opportunity for a little bit.  I promise to call you back tomorrow and let you know if I can help out.”  I was amazed how often after the initial compliment of being asked got a little time around it, I could clearly think about whether or not I really wanted to participate.  And the next day it was much easier to say no if that was appropriate.

In this month, remember the reason for the season. – Staying true to the story of the humble manger, the birth of a Child, the wonder of His life brings me back to earth every time.

Enjoy this season of Christmas.  When all the extras take too much time and too much space, don’t forget why we’re celebrating.  And remember: Be still and know that I am God.

August 6, 2012

Replenish, Refresh and Celebrate by Joanne Ladley

I’ve spent the last week in one of my favorite places – Big Timber, Montana.  Montana, and Big Timber specifically, is where I go to replenish my energy storage tanks.  It’s so important to replenish and to refresh.  And by that I mean take a deep breath, slow down and actually see what’s all around me, soak in the wonder of a different topography, and celebrate by showing all the gratitude I feel for the opportunity that is presenting itself.

Big Timber reminds me to keep balance in my life.  Last month Roger North wrote about the potential pitfalls of being busy.  I admit to thriving on a busy schedule.  I deliberately work on keeping in check all the dangers Roger mentioned in his post.  And I freely admit to getting tripped up by them periodically.  I’ll apologize to the people who have been affected by my inadvertent tripping.  But usually before I begin to catch myself tripping more often than I want, I plan to visit Big Timber where busyness is out of my realm of possibilities.

In Montana I can hear the silence.  I can see the Milky Way – literally see it.  I can feel the warmth of the ranch families who are glad to see a neighbor back in town and ask about life back East even as they wonder why anyone would put up with that lifestyle.  I drink in the opportunity to replenish my energy, both physical and spiritual, and express my gratitude for all the world to hear.

Research shows the American worker spends more hours and weeks at work than in any other culture in the world.  Even when you love your work as much as I do, time away from work is important for so many reasons.  Whether it’s uninterrupted time with family, a refreshing quiet time alone, time to catch up on actually reading a book just because you’d like to, or time to enjoy a change of scenery because you need a new outlook, the energetic, refreshed result of a few days away is always welcomed.  And they say with enough practice, you can get to where that same result can happen in much shorter timeframes if you can only spare an afternoon at a time.

So go ahead; give yourself the gift of time.  Schedule it on your calendar – that’s the only way it will happen for most of us.  And come back refreshed, replenished and celebrating a new, energetic attitude of gratitude that will propel you through that first day catching up when you’re back in the thick of things at work.

March 20, 2012

Vision & Accountability by Joanne Ladley

We all know about the power of a vision.  If you don’t know where you’re going, how are you going to get there?  Articulating your direction, knowing who you are – it’s all fundamental to sustaining a successful business.

Let me add one more piece to the formula.  Accountability to that vision.

Some of you know my son worked at Pike Place Fish Market for four years.  On the surface and based on the video “FISH!” that made Pike Place world famous, one might think those fishmongers are all about having fun at work, throwing fish and creating a show for market visitors to enjoy.  Those are by-products of the fishmongers’ real goal.  What really drives Pike Place Fish is their vision – “World Peace, One Person at a Time.”  The way that vision shows up is by making a difference for people, by being present in the moment and by being there for the people they meet at the market.

At Pike Place, they’re very clear about their direction – world peace.  They’re very clear about who they are – peacemakers.  And they’re very clear about how to fulfill that vision – make a difference for people, be present with them and make it your commitment that he or she leaves Pike Place Fish with a smile on her face.

Maybe most importantly, each fishmonger also asks a fellow fishmonger when he slips up on those fundamentals – “Hey, did you make a difference for that person right there?” Even better, when a customer walks away obviously thrilled with the tip she got on how to cook a King salmon, what to do with smoked cod, or completely relieved that his fish will be delivered to his hotel room door tonight so he doesn’t have to lug it around all day, the monger gets a pat on the back and a “Now, that’s how you make a difference!” or “Way to go!” or just a wink of acknowledgement that he followed through on their purpose for being.  And then at their mandatory bi-weekly dinner meetings, they review and renew those coachings and acknowledgements.

Vision is a powerful tool.  It is a responsibility of the leadership team, Board or owners to create a compelling vision that will inspire everyone in the company to behave in a particular way.  When the front line is holding each other accountable to behaving in that way, either by coaching when it doesn’t happen or recognizing people when it does, now that’s a successful, sustainable business.

December 5, 2011

Are You Sure You Know the Whole Story? by Joanne Ladley

As a consultant with the North Group I get to facilitate a number of peer groups. Establishing ground rules is always part of the first meeting’s agenda and “no judgments” is always one of our ground rules. Judgment makes it so easy to jump to conclusions or to form an opinion even if you don’t know the whole story. When you’re creating a safe environment you’re fostering a healthy community – be it a peer group or an entire city – and quick judgments do not further your cause.

I enjoy a very special opportunity as an Affiliated Consultant with North Group. It means I get to take on projects as my time and North Group’s demand allow.   Consider this story from a tradition called “Giving Back” which the team members of Kitchen Kettle Village – where I spend the other part of my working life – have established at Christmastime.

The Giving Back program spreads across two school districts.  Families receive Christmas dinner and other gifts for their children that they would otherwise not have. We hold bake sales, pancake breakfasts and gather donations from vendors and guests so we can collect and distribute items to those in need.

The spouse (let’s call him John) of one team member, who is particularly moved by the project, reluctantly offered one year to help distribute the gifts when the families came to pick them up at Kitchen Kettle the Friday before Christmas. That night a particular gentleman drove into the parking lot in a beautiful, expensive car and much to John’s surprise got in the line to pick up his free dinner and gifts.

“He drives a nicer car than I do,” John said rather angrily. “What’s he doing here?” As the driver of the car went through the food line it became obvious that John was going to be the one to help this gentleman carry the food and Christmas gifts to the man’s car. Imagine his surprise when the gift recipient asked if John knew how to open the trunk. The man said, “I don’t have a car and my neighbor let me borrow his to come get my food. I’ve never had so nice a car and don’t know where the buttons are to open the trunk.”

Remember, no judgment is a ground rule. You might not know the whole story.

We welcome your comments at blog@northgroupconsultants.com.