It started as a typical day, moving forward, stopping at the store to pick up milk. I back out of the parking spot, turn the wheels to drive forward, and realize I’m stuck. In reverse. The gear shift is broken. After several scrapped knee-jerk plans (sit and wait, don’t move, don’t turn off the car, drive the car home in reverse) the final decision is made.

Tow it. Fix it. Move forward. 

During this brief, chaotic situation, it occurred to me that I take two beautiful abilities for granted; the ability to shift gears and the ability to move forward. Thank you, vehicle, for the head smack. How awful it would be to only move backward!! Unfortunately, we find ourselves looking backward far too frequently.

We can’t redo yesterday, last week or 10 years ago, so why do we spin our wheels in reverse?

Companies do this all the time. All the time. How many times have you heard or said:

• We will not carry zuladings because we tried and they don’t sell …
• We will not invest in social media (insert any marketing tactic print, radio, TV, community outreach, etc). We tried and it doesn’t work …

Decisions made from a rear view will hinder future success. 

A couple of real business examples:

1. In 2009, Starbucks breakfast sandwiches were a hard fast no. Too much aroma competition. “Coffee must win.”
2. For most of this decade, Michaels Arts and Crafts’ only mass reach tool was the weekly insert in the Sunday paper. The company would not invest in anything else because, “Only print worked.”
3. In late 2009 Domino’s Pizza changed its pizza recipe! After almost 50 years. “Yes, please” was not the initial response.

In all these cases, they didn’t let their rear view to deter them from moving forward. Yes, history can repeat and lessons should be learned; but what didn’t work once might work today because it is a new day, with a different landscape, different customers, and different needs.

Business strategy should always be forward-thinking and used to drive success.

Everyone has the ability to shift gears and move forward personally and professionally. If something is broke, fix it! By the way, I rode my bike to pick up my repaired vehicle. And you know what’s beautiful about a bike? It only goes forward.

After the long, cold winter, the arrival of spring is a welcome influx of new growth and new beginnings. Spring flowers, Easter and Passover celebrations and the kickoff of baseball season brings us happiness and warmth. We embrace this change.

Change is good.

In business and in life, the one thing we can be certain of is that change is around the corner.

Change is necessary. And change is rarely smooth.

Change can often be tumultuous – just google spring weather and take a look at the storms created by the replacement of cold air with warmth. But then think about the spectacular aftermath … after the spring storms depart, we are left with a rewarding burst of color.

Anything worth doing well comes at a price. Successful disruptors are revered, and for good reason. To have the vision for necessary change and the courage to enact the plan is not for the faint of heart. Patti Johnson notes in her book, Make Waves, “Even though each change is different, there are common patterns, habits and strategies that fuel those who start grassroots changes”

In order to grow, evolve and meet today’s rapid pace of change. It is vital that you and your organization are ready to meet the needs of the process of change and the new environment created:

• Have a vision.
• Have a strategy (identify the end goal and plan how to get there).
• Make sure the vision and plan are clearly communicated.
• Be prepared. You need the right team of like-mind folks.

Remember change is good, necessary and it is rarely smooth. As you begin to implement changes, be watchful of results and ready to adapt. Communicate those changes along the way. You will find the results well worth the pain and effort of getting there.

I’m obsessed with customer service. Have been for some time. Retail brands can be wiped from my consumer consumption in a swipe if things go sideways.True for you too, right? If you don’t feel valued or respected, why should you spend your money there?!?

Customer service has never been easier or harder. Gone are the days:

• Where the employee servicing the customer are the only touch point.
• As an owner, major stakeholder, CEO you never hear about bad experiences.
• 9-5 customer service. A social world means 24-7 visibility. Customers want quick resolution at anytime of the day.

One negative experience can end the relationship.
I had a favorite clothing store, a national brand and I loved them. They were the best. They kept a book on me. I could call ahead. They would have a room waiting with items in my size and preferences.

Until one day … the manager texted me that my loyalty reward was going to expire on Monday. I went to redeem and OOPS it expired on Sunday. The manager wasn’t there, the employees could do nothing for me (even though I shared the text). I decided I would return when someone followed up. It has been 14 months.

Excellent service creates loyalty.
This year, I ordered my Christmas cards. I waited patiently, for them to arrive but after an appropriate length of time and still no cards I called to inquire. They shipped to a previous property and had been delivered and signed for. I FORGOT to change the shipping address in my profile. How did they respond? “We will express print and ship tomorrow overnight.” I asked how much this wonderful solution would be?? It was FREE because they appreciated my business. Just. Wow.

Three benefits of having a customer service strategy. Customer service:

• Differentiates. Blue Ocean Strategy by Chan Kim & Renee Maubogne tells us we need to differentiate to set us apart from a sea of sameness. Recommended read!
• Creates loyal customers.
• Creates happy employees.

Can you service your way to sales? Absolutely.

Can you service your way out of sales? Absolutely.

Do you have a customer service strategy? If not get on it. Your team, customers and P&L will thank you.

First of all, if you don’t know what a typewriter is, this blog probably isn’t for you. 

It’s for us old geezers who distinctly remember the clickety-click of “secretaries” creating paper office correspondence.

In fact, typewriters were once indispensable tools for practically all businesses.

So what happened? Why aren’t they around anymore? The answer is easy, right?

Technology. We’ve now entered the digital world. Fast forward to laptops, tablets and smart phones that empower paperless communications anytime from virtually anywhere. Duh, you say. What does that have to do with me?

Let’s take a lesson from our typewriting past, and apply it to our future. What seems absolutely critical in today’s business environment that’s going to be obsolete tomorrow? You know the answer – you just don’t want to say it out loud:

Paper.

It’s happening, friends, more quickly than you might imagine. Offices across all industries are conducting more business and storing more documents online.

Real life example: I had a root canal (joy) done more than a year ago. The endodontist’s office was digital – I sat in the waiting room at a laptop station for new patients and “filled out my paperwork” digitally. Crazy, huh? Well, not really.

Back to my point.

Where are you in your paperless journey? Is it even on your radar? Are you ahead of the game, or will you be pulling up the rear, kicking and screaming? If you’re not convinced you need to take action now, then let me hit you with a few impressive facts:

Environmental Impact

• According to reduce.org, the average office worker uses 10,000 sheets of paper a year.
• Conservatree.com has calculated it takes one tree to create 8,333.3 pages of paper.
• Thus, even a small office of 10 people would cost the environment about 12 trees per year.

Now let’s multiply that by the millions of workers in the U.S. I think a whole forest just disappeared. And that doesn’t even account for the negative impact of energy and greenhouse gasses used in paper production or its transportation to retailers and businesses.

Office Efficiency

Well-filed digital documents are easier to find than paper documents, thus saving time, reducing frustration and improving productivity. According to papersave.com:

• The average document is copied 19 times in its life.
• The average time it takes to fax a document is eight minutes.
• Professionals spend 20-30% of their day filing, searching and retrieving information but only 5-15% of their time reading the document.
• It costs companies $20 in labor to file a document, $120 to find a misfiled document and $220 to reproduce a lost document.

Greater efficiency equates to a more streamlined business, which not only enhances profitability, but makes it easier to better satisfy customers.

Economics

• The costs of using paper in the office can run 13 to 31 times the cost of purchasing the paper, per reduce.org. That’s because for each sheet of paper used, a company also incurs costs for storage, copying, printing, distribution, postage, disposal and recycling.
• A survey reported by dentalproductsreport.com indicated that a fully digital dental office saves nearly $9,000 per year.
• On a bigger scale, Citigroup, determined that if each employee used double-sided copying to conserve just one sheet of paper each week, the firm would save $700,000 each year. KA-CHING!

Don’t let mounds of paperwork today get in the way of going paperless tomorrow. It can seem like a daunting task, but to move forward, to be competitive, to be a leader, you have to bite the bullet. It’s good for business, and it’s good for the environment. Just remember the ol’ Underwood typewriter, boxed up in the attic gathering dust …

Enough of my soapbox! Let’s talk about HOW you’re making the transition. Hit me up with your best ideas and let’s make this happen!

Never underestimate the power of simplicity in business. Simplicity in design. Simplicity in communication. Simplicity in life. Less will always be more.

In the art and design world it is known as Minimalism, referring to anything that is stripped to its essentials. In the fashion world simplicity is dubbed the Ultimate Sophistication. Heck, there is an entire magazine with monthly tips for achieving Real Simple. It is full of tips and ideas to help the common gal, “simplify, streamline, and beautifully edit her life, armed with calm, confidence – and the power of the right lipstick.”

Apple is a shining example of simplicity. Steve Jobs’ love of simplicity is the foundation of Apple’s success in design, marketing and customer retention. Jobs developed a product that resonated with consumers because of its intuitive and simple interface.

Nowhere is simplicity more important than communication. Unfortunately, in our never-ending quest to make things bigger, better, stronger and faster, we occasionally overthink and complicate our message, which leaves your customer confused and disengaged. In order to really have your message heard, keep it simple.

A few tips for simple and effective communication:

• Keep your message clear and concise. Avoid the need for interpretation.
• Use short sentences.
• Have a strategy for delivery. Make sure your target audience is engaged.
• Offer a call to action. Inspiration breeds action. Make it easy.
• Communicate in a timely manner.

Communication is critical to building relationships. To capture your audience’s attention and build a relationship, craft a clear message and and then deliver via the correct outlet.

Keep it simple!

On January 1, 2015, the Carryout Bag Ordinance went into effect in Dallas ~ hello baby step on the road to sustainability in our great city. The ordinance mandates that retailers charge consumers five cents for every single-use plastic bag they are given. This legislation may have dealt Dallas shoppers a jolt, but it’s nothing new.

Some Canadian cities have been adhering to these regulations since 2007, and Dallas is joining an ever-growing list of American cities who have been on board including San Francisco, Chicago, Portland, Austin and all the islands in Hawaii.

The reason for doing this is simple: WE HAVE TO.

Consider this:

• More than trillion plastic bags are used every year worldwide.
• Only somewhere between .5% to 3% of all bags is recycled.
• A single plastic bag can take up to 1,000 years to degrade.
• Plastic bags remain toxic even after they break down. When plastics break down, they don’t biodegrade; they photodegrade. This means the materials break down to smaller fragments which readily soak up toxins. They then contaminate soil, waterways and animals upon digestion.
• Ten percent of the plastic produced every year worldwide winds up in the ocean, 70% of which finds its way to the ocean floor, where it will likely never degrade.

As consumers, the decision is easy. Plastic bags are superfluous and avoidable, so take reusable bags shopping with you. Throw them in your car and use them. End of story.

But as a business-owner, there is a bigger issue at play – sustainability.

The most widely agreed upon definition of sustainability requires we meet the needs of today without negatively impacting future generations. All companies have the opportunity to formulate and then execute a strategy that will take into account all aspects of sustainability but that is useful enough to be implemented today.

True sustainability has four coequal components:

1. Social (act as if other people matter)
2. Economic (operate profitably)
3. Environmental (protect and restore the ecosystem)
4. Cultural (protect and value cultural diversity)

Now, more than ever before, consumers, employees and investors share a common purpose and a passion for companies that do well by doing good. So any strategy without sustainability at its core is just plain irresponsible – bad for business, bad for shareholders, bad for the environment.

Side note: It was our fine city’s birthday yesterday! Happy 159th Dallas! We built this city on rock and roll baby!

Often, during times of personal challenge, I say, “Without lows, there are no highs,” and it gets me through the struggle and the same goes in business today.

For a personal example, my youngest son recently cut his own hair. It was disastrous … resulting in a shaved head right before school pictures. That was a low. But oh how sweet it was to get that first real haircut! Before the low, I would not have classified a haircut as a high.

Without a valley, there are no peaks.

All companies, big and small, have peaks and valleys. Some turn around and some flatline:

• You might open and be flooded with customers, but business tapers off;
• You might open your doors and need to considerably grow your customer base;
• You might have a sustainable model, but outside influences (economy, commodities, technology) change.

It happens to the best companies – it happens to all companies. What you do while in the valley determines your future.

Do you give up or do you find a pair of boots and start hiking?

In the Summer of 2008 Starbucks Corporation eliminated 12,000 full and part-time positions and closed 600 U.S. company-operated stores. I was there. The employee-centric company was in a valley. I was in a personal valley, watching talented professionals, my friends and colleagues, leave their beloved company.

So how did Starbucks start hiking? Howard Schultz came back with passion and a plan. There’s a fabulous book titled Onward that details the journey.

Are you in the valley? Is your business at the bottom of the mountain? Put on your boots and start your journey to the top.

People change. Attitudes change. Environments change. Business landscapes change. Change is good. Movement is good.

Face the challenge and start hiking.

It was my intention to write a prophetic post this week about the Texas bag law and the impact on Texans, small business and the progress on our slow road to being a sustainable nation. 

And, then, duh dun dah … Mr. Flu A happened in the middle of the night and Ms. Worst Diaper Rash in the history of ever (ITHOE) caused baby to scream, “Mommmmiieeeeee,” every time she is changed during the day which is every 20 minutes due to the severity of her raw booty’s condition.

Folks, mama needed to work ~ lots of deadlines and things to be done.

Small business owners can’t just go a hundred miles an hour the day after a sleepless night. They can’t drop everything to take their child to an early morning, unscheduled pediatrician’s appointment. They can’t run and cuddle their wailing baby at the drop of a hat in the middle of a work day … Or can they??

Friends, they can.

There are four must haves for every small business owner in case life takes an unexpected turn on an action-packed work day:

1. Highly, functioning virtual work space – Have the bunker ready at all times. High speed Internet, phone charger and all necessary supplies you use on a daily basis at the office. Thankfully I have a high quality color laser printer wired and ready in the home office and a pack of the 32 pound paper on hand at all times. We were able to complete the brand book we are presenting to a client today.   
   
2. The village – I mention it frequently. It takes a spouse that can stay home from work for a few hours with the sleeping baby while mama goes to the early morning doctor’s appointment with the other baby. It is extremely helpful if the spouse’s employer believes in their employees putting their families first in times of need. It also takes a doting daytime care giver to be there when mom can’t to console the aching baby.
3. Attitude of gratitude – It is easy to go down a dark hole and focus on all the things negative happening in your world. Instead, focus on the positive. Be grateful for all that is right. There are a million and one books, articles and studies showing that professionals with a positive attitude are more productive and successful. Put on your rose-colored rock star glasses and leave the tissue with lotion for the sickees.
4. And, last but not least, a dependable and adaptable team – When the work needs to be done – the client’s blog sm’ed by 8:30 a.m., the enewsletter draft to the client by noon, the conference call rescheduled, etc. – the work needs to be done. Make sure your team is as adaptable and reliable as you are and willing to step in and step up in a pinch.

Check, check, check and check! The kiddos are on the mend, deadlines were met, work got done and there is a new episode of American Idol on the DVR calling my name. Ciao for now!

Multitasking ~ The concept is fantastic. The temptation to work on multiple things at once is great. We all have many demands on our very finite productive time which battle with the seemingly endless list of things to do both at work and at home.

However, it turns out that multitasking is not the most efficient way to work. In fact, many tasks done simultaneously are not as well done, take longer and are more likely to have errors. According to Travis Bradberry in a recent article in Forbes, multitasking can not only be ineffective, but can cause damage to your career and ultimately your brain. Research done at Stanford University found that, “those who multitask a lot and actually feel it boosts their performance, were worse at multitasking than those who like to do a single thing at a time.”

Apparently our brains prefer a single focus.

But … there is a time and place for everything. There is one area where multitasking is not only desirable, but essential. Marketing. It’s critical to have each initiative working as hard as it can simultaneously to intrigue and motivate the consumer to engage. Creative advertising campaigns, artfully crafted messages and carefully chosen images should be designed to make the most of every platform they reach by optimizing key search words. When done well, the consumer will willingly follow, much like Alice trailing the White Rabbit down the rabbit hole and an enticing new world. Your world.

Lead consumers to your world with an effective marketing program. Once they have landed at the bottom of the rabbit hole and are again faced with the realities of looming deadlines and gnawing to do lists, they will agree that the distraction was worth the trip.

I made it! Surgery went great.

Here’s my favorite things from my latest adventure:
1) The anesthesiologist came with her tray of champagne, her words, it really was tequila shots. Lights out quicker than I could say “see ya later.”
2) The day before surgery I received a pedicure … day of Pete, my husband, had to remove my new polish. They check for circulation through your toes. Now you know.
3) The people that surrounded me, picked me up, covered me in kindness and took care of my family and me during this time. I have so much gratitude!

Recovery is progressing as planned ~ slowly. Meaning I have spent a lot of time in my recliner … A. LOT. of. TIME.

For many entrepreneurs, their business is their life. Life can teach us lessons about business. In my experience, most business owners are firefighters. They like solving problems and typically get a rush from fixing things! There usually is a small or raging fire that gets their complete attention, from equipment, accounting, staffing, inventory or sales, and rightfully so, if they don’t put out the fire, who will?

I was at a dinner party two weeks ago. It was exciting to get out of the house for an adult evening. Someone asked me {kindly} what exactly I was doing with all my time. Lots of computer time, social media, reading and a whole lot of being still.

Folks, I am here to tell you. After staying in the same spot for a while, you start to notice things. Little things like dust under the TV stand and big things like schedules, strategies, systems and relationships.

In the stillness. In the quiet. A new perspective emerged.

What an interesting idea for business leaders and owners. How often do we sit still? How often do we take the time to seek new perspective? Fresh perspective can come from new employees, new business partners, customers, but it also needs to come from you. The person who lives and breathes the business. The business that is your life. Imagine the possibilities. Take the time to be still and see things differently.

Personally, I can’t wait to get off the bench and start applying a fresh, new perspective.