As I do every Saturday morning, I review some 300+ digital publications, blogs, newsletters & videos to which I subscribe. Most have been received in my email throughout the prior week. Upon receipt, I quickly skim and bookmark articles and information I find to be of interest and thus, worth reading with the understanding of learning, as opposed to a quick glance.
I am very focused on maintaining work/life balance, but I firmly believe there are things that can/should be done during some down time that could prove beneficial as the daily grind continues. They key is to maintain balance. With that in mind, I have found my Saturday mornings to be quite productive and worth my attention. A grind of a different kind but with similar productivity goals around success.
This morning I came across an article about goals that I found particularly interesting. Although, as I’m passionate about personal branding as well as self-promotion, I have a somewhat different perspective about this article. Here’s a snapshot of that article:
Why You Should Keep Your Big Career Goals a Secret from Your Friends
In any event, the article maintains that while it’s natural and oh so tempting to want to announce big goals, it’s smarter to keep them to yourself. In a 2009 experiment at New York University, 163 subjects were given a difficult work project and forty-five minutes to spend on it. Half the subjects were told to announce their goals, while half were told to keep quiet.
The subjects who announced their goals quit after only an average of thirty-three minutes, and reported feeling satisfied with their work. Those who kept their mouths shut, however, worked the entire forty-five minutes, and remained strongly motivated. (In fact, when the experiment ended, they wanted to keep working.)
Telling others about your big goals makes them less likely to happen, because it creates an unconscious payoff— tricking our brains into thinking we’ve already accomplished the goal. Keeping our big goals to ourselves is one of the smartest goals we can set.
Well, I’m not sure I completely agree as I’ve been taught to enlist the help of others, and especially those close to me to help move me toward achieving my goals. What also stands out in my mind is to make certain others have a stake in the goal. How does/can it benefit them if my goals are achieved? I also recall an emphasis being put on working toward common goals with others. After all, two heads are better than one, right?
“If you aim at nothing, you will hit it every time.” – Zig Ziglar
Golden Rules of Goal Setting
Have you thought about what you want to be doing in five years’ time? Are you clear about what your main objective at work is at the moment? Do you know what you want to have achieved by the end of today?
If you want to succeed, you need to set goals. Without goals you lack focus and direction. Goal setting not only allows you to take control of your life’s direction; it also provides you a benchmark for determining whether you are actually succeeding. Think about it: having a million dollars in the bank is only proof of success if one of your goals is to amass riches. If your goal is to practice acts of charity, then keeping the money for yourself is suddenly contrary to how you would define success.
To accomplish your goals, however, you need to know how to set them. You can’t simply say, “I want” and expect it to happen. Goal setting is a process that starts with careful consideration of what you want to achieve and ends with a lot of hard work to actually do it. In between, there are some very well-defined steps that transcend the specifics of each goal. Knowing these steps will allow you to formulate goals that you can accomplish.
Dreams without action is a world of make believe. Consider the following:
96 percent of college professors believe they have above average teaching skills.
50 percent of high school students believe they will attend law school, medical school or grad school.
Time magazine asked in a survey, “Are you in the top 1% of wage earners?” Nineteen percent said yes! And 36 percent expected to be.
Really?!!!
Personally, I believe the best way to turn dreams into reality is to keep front and center the reason(s) why I started in the first place.
Reading for Information AND for Motivation & Inspiration
For those close to me, it’s a given to know that I’m an avid reader as I’m a sponge for new ideas and motivation & inspiration to make those ideas (and dreams) come true.
So, I always have a book or two on my desk that I’m reading or about to read for the first time. I also keep several other books that I have already read but I may be referring to them as inspiration and/or reference to a project.
It is all a process. Develop whatever process that works best for you!
Currently on my desk…
One More Thing (or 12 more things!)
12 Ways to Be More Productive on the Weekends
Use different skills than you use during the week.
As we’re at the mid-year mark, it’s essential we look ahead forward and review our goals through the end of the year and into 2023 & 2024. But too often we don’t take into consideration how we’re going to ensure we achieve those goals. Meaning, understanding what will be involved, doing the necessary prep work, and learning about and investing in technology that will help us achieve those goals.
As the world accelerates at break-neck speed towards “everything digital” it is vitally important and absolutely essential we stay on top of technology. This cannot be stressed enough! It is reality and is paramount to any type of business success. The key is not to look at this from a negative perspective. Instead, embrace it for what it is, and for what it can do to help grow your business.
Technology is not the enemy. It truly is your friend and one that can help you in more ways than you could ever imagine.
I don’t want to scare anyone to death here, but everything digital is an easy concept to realize as compared to a growing trend toward the Meta sphere, robotics, artificial intelligence (AI) and who knows what else? Many organizations are already fast-tracking efforts into these relatively new technologies.
Let’s slide back a bit. Imagine doing business today without computers? Without the internet? Without a telephone? Correction – Without a smart phone?
Many business owners in the late ’80’s were reluctant to embrace computers and many thought the internet was a fad and it would wither away. They couldn’t even begin to imagine a paperless business. Just 10 short years ago, many business owners had the same thoughts about social media and digital technology. Heck, a lot of them are still complaining about Web 2.0, when most of us know we’re well beyond 2.0.
But how far? Is there a stopping point? Yes, there is a stopping point as some technology that was extremely hot at one point have disappeared almost overnight. Blackberry and PalmPilot are two that immediately come to mind.
At a point not too long ago, seemingly everything that was changed or improved was labeled as 2.0. Then, we saw some 2.1’s and such to differentiate minor changes or improvements. A few weeks ago, I saw reference to 5.0. I know I’ve seen at least one 3.0, but what happened to 4.0? And is there really such a thing as anything more than 2.0.
Mind you, I’m not referring to update versions of software. I get that. I’m referring to the labeling of more intangible things (methods, processes, philosophies) like Management 2.0 or Marketing 3.0 or Whatever 4.0 but that may include a particular software or app making it completely or in-part technology-centered integrated at some point.
Is digital technology different than other technologies? I believe the best answer for small business owners is a resounding no. After all, it’s all integrated together beyond method to software as is the case in a typical small business or restaurant today.
I guess the most important thing to realize, and probably quite differently than looking back at technological advances in the ’80’s and ’90’s is the fact that today’s consumer has embraced “technology” and has incorporated it into their daily routine. Of course, let’s not lose sight of the younger generations that utilize technology because, quite frankly, they don’t really know any other way of doing things. It’s the norm to them. Actually, younger generations don’t even look at it as technology!
So, back to today’s consumer… As they have embraced technology at a quicker pace than in the past, they demand and expect brands to have embraced it as well. They also expect brands to be ahead of the curve, and at the very least, ahead of where they are as consumers using technology. I guess a key question to ask at this time is, “At what point does today’s and tomorrow’s consumer meld together and eliminate the transition stage?”
I ask that because the transition stage is today’s business owner’s comfort zone. It’s the comfort zone relied upon that minimizes the sense of urgency to embrace technology. It’s the comfort zone that has many business owners stating, “I have time. I’ll check it out next year.” or “Our customers are older. They don’t use this new stuff. I’ll worry about it when I have to.”
It’s important to understand, today’s consumer, regardless of age, has embraced, or at the very least, accepted technology. They are more sophisticated than ever before. They’re also more diligent. Their expectations are growing by the minute, and most have ventured far beyond their own comfort zones. If you don’t believe that to be true, just look in the hands of many seniors today and you’ll see a smart phone.
Add to this the influence of younger generations that in the past would have been considered to be bringing up the rear, that are now pushing forward, and pushing hard and without even realizing it because it’s also the norm for them. “Hey grandpa, let me show you how to book and manage your cruise on your iPhone.” is a scenario I’ve seen time and again in my own home.
Before you know it, the transition stage, the comfort zone, will be gone, and business owners that have not embraced, accepted AND committed to technology will not survive.
Investment in technology is a cost of business today no different that the telephone quickly came to be as business owners realized the benefit of what was initially considered a disruption or even a nuisance. Even the role of the telephone has significantly changed from what was the norm not that long ago.
How many other technological advances that have become mainstream in business today were initially thought to be a disruption and nuisance? Or the advances that in short order replaced what had been an advance in technology or the way business was conducted just a few years prior? Fax machines were all the rage and then before we knew it, they were obsolete.
How long will it be before humans will become obsolete in business as we know it? Far-fetched? Possibly, but to a degree, not too far-fetched when you consider the changes being implemented in the restaurant industry with kiosks to order food, robots preparing orders AND also delivering food to tables and even to homes, and taking it a step further, home-delivery via drones.
The question I’ll leave you to ponder is this… At what point does the local business owner become obsolete?
During the past couple of weeks, we discussed various ways to navigate our businesses through challenging times. We focused on solid business principles and wrapped up with mental health awareness. In retrospect, I was thinking, why was prayer not included in the mix?
After all, prayer is an essential part of every world religion, including Christianity. Most people realize it has something to do with talking to God. Many hope that it might bring much needed assistance or comfort when facing difficult circumstances.
Prayer offers new meaning, purpose, hope, and a sense of guidance or control. These perceptions may help instill a fighting spirit, which has been reported to be an important factor in healing. Prayer can enrich the quality of one’s life and also bring a feeling of peace.
So, doesn’t it make sense to include prayer in our efforts? Maybe not to the extent of including it in an action plan as I believe prayer should occur in both good and difficult times. Growing up, I was taught that praying for something specific, like a new bike was selfish. However, I don’t believe it’s selfish to pray for the courage AND strength necessary to face challenging times and periods of adversity.
Certainly, praying for hope, and praying for the benefit of others, for each other, for our loved ones should not be considered selfish. In fact, I believe it’s a moral obligation to think of others, to help others, and to pray for others.
In these times of economic uncertainty, public unrest, and a list of challenges too long to list, I humbly request, God, please hear our prayers.
As I was researching prayer, I came across a prayer by Pastor Justin Barnett that I’d like to share with you today. Pastor Barnett wrote the following at NeuseNews.com:
I was asked recently to submit a prayer for businesses that would be a part of a National Day of Prayer series for Neuse News. I immediately thought of all the small businesses that are struggling and many that are closed right now. I am intimately acquainted with the struggles of small businesses and small business owners. My grandfather opened and ran a small family business.
Later, my dad ran this same small family business. Throughout my childhood, my father was up early to work and home late from work, trying to keep the family business going. I saw the stress in his face, the same stress that drove him to chain smoke cigarettes all day long for many years. I remember the tension that troubles with the business placed upon my family. My heart and my prayers go out to those businesses that are struggling right now.
With this in mind, I offer this prayer. I invite you to pray with me, as you read it.
Lord, thank you for the small businesses in our communities, for the hard work, the blood, sweat, and tears that have gone into them. For many, their businesses are not just stores or companies, they are the fabric of their lives and the lives of their loved ones. We pray God that You will guide these small business owners and provide for their families during this difficult and uncertain time.
We pray that every small business owner along with their family, will not be overcome by fear and worry, but that each and every one will trust in You and find wisdom and guidance in You. We pray that as they do this, that they will make wise decisions, the decisions that are best for their families, and that they will make these decisions at precisely the right moments.
n the Bible, Solomon wrote, “Commit your actions to the LORD, and your plans will succeed (Proverbs 16:3, (NLT).” We pray that small business owners will follow this Scripture, and that they will commit everything to You, and that You will bless them with success. We pray that the public will see that the small businesses that operate with honesty and integrity, and that seek to treat people, be it staff, vendors, or customers, with kindness, compassion, and respect, are something that we desperately need in our communities. We pray that people will see the great need and the special benefits of supporting local mom and pop businesses and will buy locally.
God, be with our small business owners and their families. Bless them and keep them. In Jesus name we pray. Amen.
God Bless Us All. Have a great day. Make it happen. Make it count.
Today is the 53rd Anniversary of one of America’s greatest achievements. The photos below are from the actual New York Daily News newspaper that I’ve kept secure since that majestic day. I love taking it out every year to read the articles, to look at all the unbelievable pictures, to remember the feeling of pride that was seemingly evident everywhere. And, without fail my own tears of pride run down my face – tears of American Pride!
At the bottom of the political cartoon of the day was a classic quote from the Bible. I don’t recall anyone being offended by it. To my knowledge, there weren’t demonstrations about it. And I don’t believe it was meant to shove religious beliefs down our throats.
I saw it more a whisper to us… thank God the astronauts landed safely and ultimately, thank God, they made it home.
To me there’s not much stronger than our wishes, hopes and dreams and when they’re seemingly similar across a group of people, a nation, they could either lift us up or drop us like a ton of bricks, shattering our beliefs and along with it our wishes, hopes and dreams.
So, when we’re lifted beyond our wildest imagination our feeling of exhilaration, although a mere whisper is really us screaming from the rooftops and from the highest mountains… Thank God!
On this, the 53rd Anniversary of Apollo 11 Lunar Landing I proudly share the following…
I pledge allegiance to the Flag of the United States of America, and to the Republic for which it stands, one Nation under God, indivisible, with liberty and justice for all.
In this the final segment of the Preparing for War: You vs. Recession series, I’d like to focus on YOU. That means, YOU the entrepreneur, the founder, the business owner, the leader, the CEO or whomever is charged with business performance and ultimately, the business succeeding according to defined goals. Especially in challenging times, how do we ensure that you perform at the highest level possible without stressing out and /or burning out?
At Acceler8Success Cafe, we’ve spent a great deal of time discussing mental health awareness and especially as it relates to entrepreneurship, business ownership, and leadership. Articles I’ve previously shared here about Mental Health are appropriate to share for this final segment of the series.
In late-May as Mental Health Awareness Month was coming to an end; I shared the following:
Certainly, the past couple of year has had us facing many uncertainties which, quite frankly took us on an emotional roller coaster. Mostly, the driving force has been fear. I’ve realized my own fear once I was able to admit being scared. Hey, at my age and the fact I’m not in good shape, I must be realistic. So, I’ve worked through my fear and in doing so, maybe I can overcome it. As fear is such a strong emotion that easily grips the soul, it will take time and patience to overcome such a grip.
Little by little I look forward to continuing to pry it away as fear is replaced by courage gained from confidence that fear is just a challenge to be conquered. The great thing is that some of the challenges don’t have to be tackled alone. Instead, collaborative efforts aligned with common goals truly exemplify the phrase, ‘strength in numbers’ and it’s that strength that ultimately conquers fear. Easier said than done? Possibly, but the alternative is being overwhelmed by fear and that, I’ve recognized is not living.
Loneliness, Depression, Fear: All Contribute to Mental Health Issues
Some, but not nearly enough has been written about entrepreneurs & celebrities and their battles with mental health. Loneliness and depression continue to occur within the ranks of both groups at an increasing rate and although failure (or fear of failure or a drop from superstar ranks) may be a driving force, it’s often not the sole deciding factor.
Is it the quest for perfection? Is it a blinding passion that nothing else is visible? Or a control issue where no one can do it better, so it’s dealt with alone?
Michael Dermer has written a great book, The Lonely Entrepreneur and has developed a membership site of the same name that is a great resource for entrepreneurs. Strategic Coach has developed a great program for entrepreneurs. There are others, as well.
But are current efforts enough to slow down the alarming rate of suicide among entrepreneurs – and often more in the spotlight than entrepreneurs, celebrities? As successful as they were, what were the deciding factors leading to the suicides of chef and TV personality Anthony Bourdain and fashion designer Kate Spade?
The deaths of Bourdain and Spade by suicide have thrown the spotlight on celebrities and depression. Instead of bringing them happiness and freedom, for many, being sought-after, rich and at the top of their game leads to an identity crisis and ruminations on their self-worth.
And now, Naomi Judd, one-half of the iconic country music duo The Judds, reportedly died by suicide after years of struggling with mental illness.
This is a topic that must be brought front and center as we continue to grow as an entrepreneurial society with approximately 60% of the labor force in some type of self-sustaining endeavor whether it’d be as freelancers, sole practitioners, professional service providers, contractors, solopreneurs, and increasingly, musicians, artists, and authors.
Why is suicide more common among entrepreneurs, celebrities and creatives?
Noted Bollywood actor and television star Sushant Singh Rajput committed suicide a couple of years ago. His demise came as a shock to many as it was the fourth death of a famous personality from the Hindi film industry to pass away within months of each other.
Suicide is not a new issue, especially not in celebrity circles. These tragic deaths are also not limited by lines of work, ranging from boxers, designers, politicians and writers to actors, musicians and yes, entrepreneurs. What about influencers that have achieved celebrity status along with becoming rising stars in this relatively new class of entrepreneurs?
There was a string of influencer suicides in 2021. All unfortunate and tragic occurrences that took young lives, they left entire fan communities in mourning for their favorite stars who had secured places as standing icons of inspiration across fields, from beauty to travel to farming to sports. But what often goes ignored when reviewing these moments of tragedy is the kind of impact the internet is having on our mental health, every single day.
It isn’t just online celebrities or creators partaking in influencer cultures who are burdened with the impossible expectations and virtual validation that the internet has become the one-stop destination for. Sadly, it can happen, and is happening, to many of us plugged into social media.
There is no conclusive line on whether all these influencer suicides came about as a result of social media impinging on mental health. But there is no doubt about the fact that a direct or indirect correlation between our use (or abuse) of the internet and offline consequences.
So, why do wealthy people kill themselves? Don’t they have it all?
The reality we often forget, however, is that celebrities are human beings, just like us. “We only see one version – one of glamour, fame and fortune,” explains Nance Roy, Ed.D, Chief Clinical Officer at The Jed Foundation. They may struggle with relationships, finances and illness. Adds Dr. Roy: “Celebrities may feel more pressure to perform, to be perfect and to keep up their image for fans, often making it more difficult for them to reach out for help.” Another critical point: a person rarely takes his or her own life because of just one reason. “Suicide is complex, and we often don’t know all the factors involved.”
Bullying, even of celebrities and other notable individuals is certainly a contributing factor as it is for our younger generations. In fact, the 10th leading cause of death in the U.S. and 2nd among people aged 10 to 34 (a person dies every 11 minutes), suicide was identified by the National Institute of Mental Health as a major public health concern. Suicide rates increased 35% from 1999 to 2018, briefly declining in 2019. However, reports of depression and anxiety – risk factors for suicide – had increased during the pandemic.
Talking About Mental Health
We need to reduce the stigma faced by people experiencing a mental illness. How? As Martin mentioned, we need to talk about it. Stigma remains a major barrier to treatment and care. Dr. Fink agrees: “How do we grieve and process except by speaking and sharing with others?” When people die of cancer, their illness is almost always part the public conversation. From his Haitian roots, Dr. Arty provides a global perspective: “As a world community, we need to be bold and unashamed in discussing this sensitive and painful topic. The discussion itself may save a life.”
Dispelling myths is also key. A common myth? “Asking someone if they are suicidal will not increase the risk that they will die by suicide,” clarifies Dr. Roy. Inquiring about potential self-harm in a compassionate way may instead provide an opportunity for the person to express their feelings and reach out for help.
Proclamation from The White House on National Mental Health Awareness Month
Each May we raise awareness about the importance of mental health and its impact on the well-being of all Americans, including children, adults, families, and communities across our Nation. We also give thanks to the dedicated mental health providers whose service and support improve the lives of so many Americans. We stand in solidarity with those who are experiencing mental health conditions, renewing our commitment to providing them with the support they need and deserve.
Even before the pandemic, millions of Americans were experiencing stress, trauma, anxiety, and heightened levels of depression. The COVID-19 pandemic exacerbated those conditions, creating an unprecedented mental health crisis across our country. Communities of color, frontline workers, health care workers, and individuals with eating disorders have been disproportionately impacted, and the rate of depression across the country has more than tripled compared to rates in 2019.
‘Why’ is a question that is always asked by those left behind or hurt by these suicides – the answer or answers would never make sense to someone who loves life. As such, I look forward to thoughts on this with hope the discussion continues. Thank you!
If you feel you have no one to talk to, contact me. I’m happy to help. You can reach out to me on LinkedIn, by email to paul@acceler8success.com, or feel free to call or text me at (832) 797-9851. I will respond as quickly as humanly possible!
If you or someone you know is in crisis, please call the National Suicide Prevention Lifeline at 1-800-273- TALK (8255). It’s free, confidential and available 24 hours a day, 7 days a week.
When entrepreneurs are facing failure, what happens next?
Sometimes no matter how well we plan and how much effort we dedicate to something, we fall short of our goal and the end-result causes a variety of challenges and problems. Ultimately, it can adversely affect financial position, reputation, relationships, team spirit and much more. It can also start to spiral into personal life and affect family, health and overall well-being.
Unfortunately, such situations are often perpetuated by denial by placing one own’s head in the sand.
Well, when our head is in the sand, our most vulnerable ass-et is sticking out in plain view. Some will laugh. Others will point and snicker, definitely telling others. And a few will take advantage of the situation and current position of vulnerability. Sadly, we put ourselves in that position. Not because we swung and missed. Not because we didn’t see the forest for the trees. And not because we just flat-out saw something that wasn’t there. Instead, it’s because we didn’t keep our head high, accept the situation, learn from it and move on, and with laser-focus. That is exactly what entrepreneurs do when faced with failure.
Assistance for Your Organization
The future may be a bit bumpy for some, more so for others. Knowing who to turn to and when to turn to for guidance and help is important. Having resources at your disposal is also important. So, if you hit a wall, for whatever reason, please feel free to reach out to me for assistance or even if you just need someone to talk to. Please do not hesitate. You can reach me right here on LinkedIn, by email to Paul@Acceler8Success.com, and by phone or text at (832) 797-9851. Learn more about Acceler8Success Group at Acceler8Success.com and also at Entrepreneurship411.com.
Bring the Series to Your Organization
If you’re interested in having this series presented to your organization, either as a webinar, workshop or conference break-out session, please click HERE for more information. The program can be tailored to your business model, product, service offering and industry segment. It has been resonating quite well with franchise and restaurant brands.
Small business & restaurant resales are on the rise. As well, many individuals are interested in acquiring a business to control their own destiny or to diversify their income. Together, this makes it an excellent time to consider owning your own business brokerage office.
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You will serve people from all walks of life. They will come to you for help to buy or sell a business. You will be their negotiator, counselor, marketer, broker, advisor and teacher. You will shape many futures. Your personal integrity will be supremely important. You will stretch your creativity and draw on all your knowledge and experience.
Our National Partner has successfully trained people from many walks of life to become top producers and business brokers. Success stories include CPA’s, Attorneys, Bankers, former mid to high level management executives; others who have successfully operated their own businesses, and people with a high ambition to learn. People who feel that they are ready to expand their capabilities with the leader in a dynamic and growing industry will feel at home owning their own business brokerage office.
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Today is the next-to-last segment of the series, Preparing for War: You vs. Recession. Over the past week and a half, we have worked through the various things that entrepreneurs and small business owners can and should do to combat economic uncertainty and ultimately, the war against recession. There is no doubt, recession is on its way, if not already here lurking around every corner and already affecting us all.
But before we go on, allow me to reiterate, I’m not diminishing the importance of financial professionals by leaving them out of this series. It’s understood that managing and monitoring financials are extremely important functions, but there are many exceptional CPAs and the like out there to handle this function. It’s a given. Many have done a phenomenal job of doing so since the first lockdown. Again, kudos to these fantastic professionals. Survival to this point would not have been possible without you!
To recap the series, we addressed personal branding as a way to stand out in the community, understanding that people are attracted by a business or brand, but they want to do business with people. Being known (or perceived) as the subject-matter expert, the go-to person in the community certainly provides a leg up on competition while also building and reinforcing confidence in the minds of customers and employees alike. With personal branding established as a cornerstone of our strategy, we turned our focus to customer experience, employee experience and culture.
That said, the lion’s share of this series focused on the front line. It’s where the magic happens in a business. We also know it’s where catastrophes happen, as well. There’s a provider and a receiver in every transaction. Truly, it becomes a relationship beyond just handing over money or delivering food to a table. A positive experience is created by all the expected things in a transaction (quality food, product & service, professional environment, cleanliness, etc.) AND a sort of bond between provider and receiver, a relationship in the moment.
As well, the provider, the employee delivering a positive experience cannot be expected to do so if they aren’t experiencing their own positive experience within the business. We’ve identified the customer experience AND the employee experience as two additional cornerstones in our strategy. We took things a step further and introduced various tools and resources that would help monitor and evaluate both experiences including the Net Promoter System.
If you take only one thing away from this series, I highly recommend implementing the Net Promoter System in your business as soon as possible. Of course, I do recommend incorporating all parts of the strategy for optimum results. The Net Promoter System truly is a remarkable tool and one that highlights success and failure. It is spot-on!
The last cornerstone, culture was addressed and of course, is intertwined with the experience factor, both for customers and employees. In addition, culture extends to all stakeholders within the organization and that do business with the company or brand. I wholeheartedly agree with the quote from management guru, Peter Drucker, “Culture eats strategy for breakfast.” It does, for sure, but that certainly does not eliminate the need for strategy!
There you have it, the cornerstones of our strategy – personal branding, customer experience, employee experience, and culture. They make up a very strong foundation if all are developed and put into place diligently and correctly with no shortcuts. Like a foundation that has a weak cornerstone, the foundation becomes compromised and all above it will begin to show signs of damage. The extent of damage depends upon the weakness of the cornerstone, or as two or more cornerstones fail simultaneously.
So, what’s left? What’s missing?
Well, there is a very most important thing missing, a person, and that person is YOU! Yes, you, the business owner, the entrepreneur, the CEO, the brand leaders, or whomever is charged with and responsible for the success of the organization, company or brand. Although success is the result of many working together toward common goal, there must be a formidable leader at the helm. No war has been won without one leading the charge.
And we know that a leader must be at the top of his or her game in order to be successful, and even more so during challenging times. That means that tomorrow, we will turn our attention to mental health, the focus of such that is often lacking in the busyness of the day. Often, mental health as it relates to business and its leaders is only mentioned after the fact. Although we now know it must be front and center. Unfortunately, mental health is still on the backburner for many. That must change!
Just like an experience at your local café, I’ve planned for Acceler8Success Cafe to be conveniently located when and where you desire or need to relax, enjoy a cup of coffee, and catch up on some time for you. My goal is for Acceler8Success Cafe to be your virtual café, a place where you may frequently visit to enjoy a few minutes of leisure time to read, think and reflect about ways to improve and succeed in today’s crazy business world.
I strive for your experience to be memorable by providing learning opportunities, by presenting different perspective & insight, by spurring thought & reflection, by encouraging interaction, and by spotlighting topics that, quite frankly, may not be as front and center as they should or need to be.
Acceler8Success Cafe is open for business seven days a week. For the benefit of current & aspiring entrepreneurs, this daily newsletter is delivered each morning. As a way to jumpstart the week ahead, a weekly review is delivered each Sunday morning listing and linking to the articles you might have missed during the previous week. My objective is to provide an opportunity for you to begin your day and the week ahead informed and with ideas that possibly could accelerate your success.
So, before we jump into this week’s review, how about starting today with a smile? A positive thought? Your happy place? A tug at the child in you? And what better way than doing so than with the Peanuts gang enjoying a day at the beach. After all, it is Summer!
Monday saw us jump right into the ‘Preparing for War: You vs. Recession’ series as we ended the previous week in full swing beginning the important series. Instead of focusing on the financial side of business, an extremely important part of the business, but mostly well-taken care of by professionals, we focused on positive experiences as part of the action plan to survive and remain standing after the dust settles.
We know that creating and delivering positively memorable experiences are dependent upon more than just customer-focused efforts. Certainly, the customer experience is key to business survival and growth but so are the experiences shared by staff, partners, vendors and all who “participate” in the daily activities of your business.
The definition of positively memorable experiences was broken down in order to better understand the ‘WOW’ factor. We fully understand that is necessary and paramount if we’re to expect customers to return again and again.
Tuesday saw us shift from the customer experience to the employee experience. We realize that creating an environment where a positive experience is created at all times for employees is essential to business success, and especially at a time when employee loyalty is becoming harder and harder to find.
As employees are instrumental in creating and delivering the customer experience, we asked, what would happen if an employee were unhappy, dissatisfied or disgruntled? Would they be capable of delivering a positively memorable experience? Could their attitude be detrimental to the business? Of course, we know the answers to both questions but sadly, these employees are on the front line of many businesses today. Even more so is that they most likely didn’t have a bad attitude when they were first hired.
Hump day seemed to appear out of nowhere as the series heated up. For Wednesday’s article we focused our attention to culture within an organization knowing that in order for positive experiences to be achieved, the right culture within an organization is paramount.
Culture lives and breathes in all organizations. It must be nurtured – fed and taken care of. If sick, the virus causing the sickness must be addressed. In the case of cancer, it must be identified, isolated and removed – making sure to properly treat closely affected areas to be sure of total elimination. If healthy, it must continue to be fortified – an immune system built, and new well-being programs developed.
On Thursday we took a deep dive into the ‘Experience Journey’ to see how customer experience, employee experience, and culture all ties together. We discussed how the simple ‘Experience Journey’ graphic introduced the day before is a priceless point of reference for organizations of any size.
The ‘Experience Journey’, which I also refer to as an ‘Emotion Circle’ is a simple way to gauge and improve any type of relationship. Keep in mind, all relationships have an experience factor. All interactions have an experience factor. Every touchpoint also has an experience factor. Even digital touchpoints have an experience factor. And especially, culture within an organization has an ‘Experience Factor’.
We know that in today’s era of economic uncertainty, it’s critical that processes and procedures be in a constant state of evaluation and improvement. The experience factor should be treated like a line item much like anything else that costs and can cost the business money AND can cost the business its customers and employees. Only by treating it like a line item will it be front and center and treated accordingly no different than costs that may be spinning out of control.
With the ‘Preparing for War: You vs. Recession’ series continuing all week, Friday was no different. On this day, we addressed how to best evaluate the experience factor and use the information to improve business AND its culture. That led us to introducing the Net ‘Promoter System’.
To me, it’s the best and most effective way to monitor and evaluate customer experience is to utilize the Net Promoter System. I’m a firm believer in this system. As you read through this day’s article, you’ll quickly realize how it can also be used to monitor and evaluate the employee experience, and ultimately the culture of an organization or brand.
Wrapping up the article, I shared a final thought, and question – Imagine your Net Promoter Score listed on your profit & loss statement right below the bottom line. Would that get stakeholders’ attention? My sentiment – You bet it would!
Saturdays are a lighter day at Acceler8Success Cafe so we shifted away from the series. I shared a remarkable story about a remarkable man, Abdul Sattar Edhi, one of the best people ever to walk the earth. He helped more people in his lifetime than almost another human being in history. But you’ve probably never heard of him. I know I had not.
Personally, I was blown away by the response to this article, especially for a Saturday as we realized a 20% increase in article views this day. I was excited to read many thoughts of thanks for sharing the article. Actually, it’s really me that must thank all of you. You truly made my day!
On the Lighter Side
Son, Father, and the Well
Once there was a man who was running a business. He faced severe losses and had to sell his properties and cars to continue running the business. Seeing the situation, the son asked his father, “Why are you still running the business when you are at a loss? Why don’t you shut the business?
Father smiled and replied, “My son, life can bring us many challenges and even can push us down. But we have to hope that we can overcome any challenges.” Son, “How can hope help us?” Father, “Ok, I will show you! Father took his son to a big well and asked him to jump.
Son, in shock, “Father, I don’t know how to swim, so I cannot jump. But his father pushed his son to the well and went into a hiding place. Son struggled and kept on trying to float for close to 5 minutes. Then when he was about to get drowned, the father jumped and pulled his son out of the well.
The next day, the father again took his son to the well and asked him to jump again. First, he hesitated, then he jumped into the well. Father again went into hiding. The boy again struggled to keep floating, and he pushed harder. Time kept on running. Even after 15 minutes, he managed himself. Then Father came and pulled his son out of the well.
Father asked his son, “Why were you pushing harder than yesterday?”. Son replied, “Yesterday, I did not know what to do when you pushed me into the well. With fear, I drowned. But today, I know that you will come and save me if I am about to get drowned”.
Moral of the story: Life can bring us many challenges. When we push ourselves with the hope of overcoming it and trusting people around us, we can overcome it.
Have a great day (and week ahead). Make it happen. Make it count!
Abdul Sattar Edhi is one of the best people ever to walk the earth. He helped more people in his lifetime than almost another human being in history. But you’ve probably never heard of him. I know I had not.
He was born in Gujarat, British India, in 1928. When he was 11, his mother was paralyzed by a stroke; and Edhi cared for her. She died when he was 19 years old; and Edhi discovered his mission: caring for the sick, elderly and destitute.
In Pakistan, there was no safety net for the poor, so he begged on the street to set up a free hospital. Since then, his foundation has rescued 20,000 abandoned children, rehabilitated 50,000 orphans, and trained 40,000 nurses.
Edhi set up the world’s largest ambulance service, along with free nursing homes, orphanages, clinics, women’s shelters and rehab centers. He has been called Pakistan’s “Father Teresa”.
He only owned two outfits, and never took a salary from the foundation. Edhi said: “When you stop living for luxuries, you understand the real meaning of life.”
He died on July 8, 2016, at the age of 88 from kidney failure and his last request was to donate his organs. Even in death, he wanted to help others.
Edhi’s story is a reminder that every single person has the power to change the world.
If everyone of us were just a little like this man, even for just a day here and there, the world would be a far greater place and life, as each of us knows it, would be far better than it is today. Every one of us, each of us can make a difference.
Maybe you’re thinking, in a world of billions of people, how can one person make a difference? Well, I’ll ask you to think about that one single mosquito in your bedroom on a warm summer night and its impact on the quality of your sleep… Yes, each of us, every one of us CAN make a difference.
The most important questions we should ask today… What will you do? What will I do?
This week we’ve been working through the customer experience, the employee experience and culture. We know that all three, when in sync creates a solid foundation from which to grow upon. It’s this foundation that will enable a business to not only survive but thrive during periods of economic uncertainty. Key will be monitoring and evaluating data as if it were line items on a profit and loss statement.
To me, the best and most effective way to monitor and evaluate customer experience is to utilize the Net Promoter System. I’m a firm believer in this system. As you work through the system, you’ll quickly realize how it can also be used to monitor and evaluate the employee experience, and ultimately the culture of an organization or brand.
If you’re not aware of this remarkable system, I highly recommend checking it out at NetPromoterSystem.com. From score to system, one simple question can enhance customer loyalty and employee performance. It’s more than a metric—it’s a way of doing business. It’s about creating a culture focused on the customer.
“Few management ideas have spread so far and wide as the Net Promoter System. Since its conception almost two decades ago, by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it – from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton.”
The Net Promoter System separates detractors from promoters. A score is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100. This is referred to as the Net Promoter Score (also referred to as NPS).
Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company that’s calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” Aggregate NPS scores help businesses improve upon service, customer support, delivery, etc. for increased customer loyalty.
To measure employee experience, or let’s say the franchisee experience in a franchise system, and in any organization for that matter, the same question could be asked. These 20 words are so powerful when posed as a question and speak volumes as to the personal experience with a particular company, brand or organization. It can help businesses become better employers and improve employee retention. For the record, the Employee Net Promoter Score is referred to as eNPS.
The Net Promoter System takes things a step further because the question by itself is not enough to make the entire picture clear. So, the first question is followed up by asking the following question: What could have been done differently to make the experience better? Essentially, this question provides an opportunity for the responder to elaborate about the experience, to share their opinion and also to offer suggestions.
NPS is quite simple.
Detractors fall into the group from 0-6 and considered not likely to recommend the business. The lower the score, the more this group will badmouth the business at every opportunity to do so. A score of 0-4 is alarming while a score from 5-6 could present opportunities to create a more positive opinion and a possible increase in score. I’ve actually had someone say to me, the fact that you’ve called to ask this question moves my experience from a 6 to an 8. As this occurs, at least you know this customer won’t be posting bad reviews. I have actually found customers that move their score up are somewhat likely to return.
A Passive group is next from 7-8 and considered to be ambivalent, meaning they have mixed feelings but not clearly defined one way or the other. Typically, what they really mean is the experience was okay and met their expectations. Most likely this group would not refer the business to others and will not post negative reviews or bash the business. Again, as exemplified above, customers may increase the score just by the fact they received a call. It’s certainly worth the effort, right?
Promoters are the top group. They score the experience at 9 or 10. These customers will be proactive in singing the company’s praises. They are loyal and are great ambassadors. As well, they will also come to the company’s rescue when they see another customer bashing the business. When that happens, it’s a beautiful sight to see, especially on review sites where there’s a piling on effect. Such is the world of what I refer to as, social rubbernecking which is akin to slowing down to look at the carnage from a catastrophic wreck on the other side of the highway.
Calculating the Net Promoter Score is easy as it’s calculated by: Subtracting the percentage of detractors from the percentage of promoters. (The percentage of passives is not used in the formula.) For example, if 10% of respondents are detractors, 20% are passives and 70% are promoters, your NPS score would be 70-10 = 60.
Bain & Company research has established a strong link between organic growth and a company’s Net Promoter Score.
To establish the correlation between relative Net Promoter Scores and growth, Bain teams identified the relevant competitors in a business and measured the Net Promoter Score (NPS) of each competitor using the methodology and sampling approach in NPS Prism. These relative Net Promoter Scores were then correlated with organic growth measures, such as revenue where public data was available.
In most industries, Net Promoter Scores explained roughly 20% to 60% of the variation in organic growth rates among competitors. On average, an industry’s Net Promoter leader outgrew its competitors by a factor greater than two times.
In other words, a company’s NPS is a good indicator of its future growth. But the relationship is stronger in some industries than in others.
According to Survey Sparrow, company culture defines the personality of your brand. A typical company culture includes the work environment, values, goals, and ethics. A strong workforce culture will also support their employees, listen to them, and engage with them. If you want to build a strong culture within your company, you have to ensure your employees work to their maximum potential.
You may be surprised, but 33% of employees don’t believe their personal values align with company values. While 43% of employees are ready to leave their company because of poor culture. That’s why it’s crucial to use an eNPS score to understand what your employees think about your company. With employee net promoter score surveys, you can get a clear idea about your organizational culture.
As per a study, companies that invested in employees, work culture, and customers grew revenue by 682%. Yes, that’s the power of good company culture and an engaged workforce. It’s important to measure your employees’ expectations, gather their feedback to drive culture.
One final thought. Imagine your Net Promoter Score listed on your profit & loss statement right below the bottom line. Would that get stakeholders’ attention? You bet it would!
Can your company win by embracing a higher purpose? Yes, and this book tells you exactly how. And I highly recommend it!
In Winning on Purpose, Reichheld argues that the primary purpose of a business should be to enrich the lives of its customers. NPS does this by putting the Golden Rule—loving customers—at the heart of enduring business success. But winning on purpose isn’t easy. Reichheld explains why most NPS practitioners achieve just a small fraction of the system’s full potential and presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable measure of what he calls “good profits.”
Delivering an engaging mix of in-depth business examples and moving personal stories, Reichheld distills and advances the essentials of NPS. Winning on Purpose is the must-listen story of the management phenomenon of our time—and your indispensable guide to making NPS the key to your own company’s success.
Have a great day. Make it happen. Make it count!
Help is just a message, phone call, email or text away!
The future may be a bit bumpy for some, more so for others. Knowing who to turn to and when to turn to for guidance and help is important. Having resources at your disposal is also important. So, if you hit a wall, for whatever reason, please feel free to reach out to us for assistance or even if you just need someone to talk to. Please do not hesitate. You can reach Paul Segreto on LinkedIn, by email to Paul@Acceler8Success.com, and by phone or text at (832) 797-9851. Learn more about Acceler8Success Group at Acceler8Success.com and also at Entrepreneurship411.com.
Bring the series to your organization
If you’re interested in having this series presented to your organization, either as a webinar, workshop or conference break-out session, please click HERE for more information. The program can be tailored to your business model, product, service offering and industry segment. It has been resonating quite well with franchise and restaurant brands.
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