by Helena Escalante | Accountability, Collaboration, Creativity, Growth, Habits, Leadership, Mindset, Miniseries, Opportunity, Resources, Tools
Estimated reading time: 3 minutes, 12 seconds.
TODAY’S IDEA: Write a great last chapter-Part 1
— From Setting the Table: The Transforming Power of Hospitality in Business by Danny Meyer
Danny Meyer, restaurateur and hospitality guru says, “The road to success is paved with mistakes well handled.”
I love his take on this!
He and his team refer to their strategy for handling mistakes as “writing a great last chapter.” While Meyer’s examples come from the restaurant world, the approach can be adapted to any business. The author explains:
Whatever mistake happened, happened. And the person on the receiving end will naturally want to tell anyone who’s interested at all about it. That’s to be expected. While we can’t erase what happened, we do have the power to write one last episode so that at least the story ends the way we want. If we write a great one, we will earn a comeback victory with the guest. Also, the guest will have no choice but to focus on how well we responded to the mistake when telling anyone we made it. We can, then, turn a mistake into something positive. To be effective, the last chapter must be written imaginatively, graciously, generously, and sincerely. And sometimes we even write a great last chapter when it was the guest, not us, who made the mistake.
Meyer recalls an occasion when Senator Bob Kerrey—whom he knew well—was having a dinner party at one of his restaurants. One of Kerrey’s guests found a beetle in his salad. Kerrey ran into Meyer the next day and told him. Meyer, rightly so, apologized and asked if his staff had handled it well, to which the Senator replied that, indeed, the staff had handled it incredibly well.
After the conversation with Senator Kerrey, who was then having lunch at another of Meyer’s restaurants, Meyer spoke to the General Manager and told him:
“There was a mistake last night at Gramercy Tavern. We’ve got to figure out how to write a great last chapter here,” and explained what had happened. Further, Meyer added, “Whether or not Senator Kerrey or his guest orders a salad during his lunch, I want you to deliver a beautiful salad and garnish it with a small piece of paper. On that piece of paper, I want to you write the word RINGO, and when you deliver it, you can tell them ‘Danny wanted to make sure you knew that Gramercy Tavern wasn’t the only one of his restaurants that’s willing to garnish your salad with a beatle.”
Meyer points out: “It was now impossible for Senator Kerrey to tell anyone the story about the beetle in the salad without also mentioning the ‘last chapter’ we wrote the following day.”
Most mistakes in Meyer’s business, according to him, are like this one and small enough to fix. But whether it’s something like this or a complaint of any other kind, the author focuses on a twofold mission. “First, to learn from the mistake and to profit from what we’ve learned; and second, to write a great last chapter that allows us to end up in a better place with the guest than if we had never made the mistake in the first place.”
I think Meyer’s approach to mistakes and hospitality is fantastic. Please come back tomorrow to continue learning from him on how to handle mistakes.
Do you have any stories of mistakes well handled? I’d love to hear them! Please let me know in the comments here.
ACTION
TODAY: Whether you make a mistake or someone else does, big or small, you can write a great last chapter. What will you write?
FUTURE: Make it a habit of incorporating the mindset of writing a great last chapter in your life and business. You and your team will be able to handle and learn from mistakes in a much better way!
Know someone who would like this approach to mistakes? Please share this post! Email, Facebook or Twitter, thanks!
by Helena Escalante | Accountability, Goals, Growth, Mindset, Planning, Time, Tools
Estimated reading time: 4 minutes, 4 seconds.
TODAY’S IDEA: Setting goals with PICS
— From The Personal MBA: Master the Art of Business by Josh Kaufman
As we near the end of the year, the mad rush to achieve our goals begins. We have to meet Q4 goals and quotas, we want to accomplish those things that we said we would do back in January but put off until now, etc.
What happened?
Very likely, what happened is that we set vague goals.
Josh Kaufman, business guru and author of The Personal MBA, says “Well-formed goals accomplish two things: they help you visualize what you want, and make you excited about achieving it.”
Fuzzy goals like: “I want to climb a mountain” aren’t very helpful, because they don’t give your brain anything to work with. Which mountain? Where? When? Why? Without answers to these questions, you probably won’t do anything at all.
Well-formed goals pass the “Everest Test.” Useful goals look like this: “I want to climb to the summit of Mt. Everest before my fortieth birthday, and take a panoramic picture to frame on my wall as a trophy.”
In this example, this goal would be easy for your brain to envision: Arranging travel to Nepal, improving your climbing skills, searching for a guide, purchasing gear and equipment, buying a panoramic camera, and so on.
Kaufman goes on to say, “Once you make a conscious choice to achieve the goal, your mind automatically starts finding ways to get it done.”
So, what do we need to set well-formed goals that we can achieve?
Kaufman suggests framing the goals in a Positive, Immediate, Concrete, Specific (PICS) format:
Positive: “Refers to Motivation: your goal should be something you move toward, not away from.” If you have a goal like “I don’t want to be fat anymore,” the author says, “You’re reinforcing the negative instead of [changing] your mind’s prediction to get excited about improving.”
Immediate: “Refers to time-scale: your goals should be things that you decide to make progress on now, not ‘someday’ or ‘eventually.’ If you don’t want to commit to working on a particular goal now, put it on your someday/maybe list and focus on something else.”
Concrete: “Means you’re able to see the results in the real world. Goals are achievements—you should know when you’ve accomplished what you set out to achieve. Setting goals like ‘I want to be happy’ don’t work because they’re not concrete—how would you know when you’re done? When you reach the top of Mt. Everest, you’ve achieved something concrete.”
Specific: “Means you’re able to define exactly what, when, and where you’re going to achieve your goal. Climbing Mt. Everest on a certain date in the near future is specific, which makes it easy for your mind to plan exactly how you’ll go about accomplishing it.”
While all of this is very important to set goals, the part that I find even more important is when the author explains, “For best effect, your goals should be under your control. Goals like ‘Losing twenty pounds’ are soul-crushing because they’re not directly under your control—losing weight is a result, not an effort. If your weight randomly moves up a few pounds on a given day, it’s easy to feel defeated, even though you had no choice in the matter… make your goals actions that are within your [control], like thirty minutes of exercise every day and controlling the number of calories you consume.”
Keep track of your goals using whatever system works for you, whether manually or electronically. There are myriad ways to do this: the simpler, the better.
Lastly, Kaufman also reminds us that “it’s perfectly okay to change your goals. Sometimes we think we want something, only to find out later that we don’t want it so much anymore. Don’t feel bad about that—it’s called learning. If you find yourself working toward a goal you no longer feel good about, work on something else.”
And now, I will let you go work on framing your goals for the rest of the year. What are you planning to do? Let me know in the comments here, I’d love to hear what you’re up to.
ACTION
TODAY: What are you looking to achieve during the last two months of this year? November is almost here. Take some time to reframe your goals using PICS to ensure you can achieve them. If your goals are too big, break them down into subgoals that you can indeed achieve in 60 days.
FUTURE: Kaufman asks, “If you haven’t, can you set an arbitrary end state for now, leaving yourself open to course-correction as you progress?” As we move along on our goals, we learn and we course-correct all the time. Be disciplined with your actions to make your goal happen; but be flexible as time goes by and you course-correct (based on your experience of working on your goal), that way you can reach your destination sooner, faster, better, etc.
Know someone who is going trying to achieve a goal in the last 2 months of the year? Please share this post with them! Email, Facebook or Twitter.
by Helena Escalante | Accountability, Goals, Growth, Habits, Mindset, Productivity, Tools
Estimated reading time: 3 minutes, 3 seconds.
TODAY’S IDEA: Akrasia
— From The Personal MBA: Master the Art of Business by Josh Kaufman
Have you ever had the experience of knowing or feeling that you should do something that is in your best interest, but you just can’t bring yourself to do it?
That is not procrastination. There is a different term for that: Akrasia. (Pronunciation)
“Akrasia is one of the most widespread and persistent barriers to getting things done.”
In The Personal MBA, business guru Josh Kaufman helps us understand the difference:
Procrastination occurs when you’ve decided to complete a task, but you keep putting it off until later without consciously deciding to do it later. If you have “answer e-mail” on your to-do list, but you browse the Internet for hours without answering any e-mail, that’s procrastination.
Akrasia is a deeper issue: it’s a general feeling that you “should” do something, without necessarily deciding to do it. The “should” feeling doesn’t lead to decision or action, even if the action seems to be in your best interest. Most people experience Akrasia when considering changing habits they no longer want (“I should quit smoking”), taking a new action (“I should donate to that nonprofit”), or contemplating an uncomfortable topic (“I should look into life insurance and talk to a lawyer to write a will”). The “should” feeling sticks around, but never leads to action, generating intense frustration.
Kaufman goes on to say, “Akratic situations can take many forms: eating a cookie vs. ‘becoming healthier’ by sticking to a diet. Browsing the web vs. exercising. Staying in a bad relationship vs. moving on. Dreaming about a new business idea vs. testing it. Whenever you ‘should’ do something, but resist doing it, you’re experiencing Akrasia.”
Akrasia is a Greek term, and this problem was already being discussed in ancient Greece by Socrates, Plato, and Aristotle. And even though philosophers have discussed this for centuries, there is no cure. “Akrasia is a slippery problem,” says the author, “and there’s no easy, universal solution.”
But not all is lost: Kaufman points to many strategies and techniques that are useful in preventing and resolving akratic situations. “In order to spend your time making progress vs. fighting both sides of a battle of will, it’s useful to have a strategy for recognizing and combatting Akrasia when you recognize it.”
The most important thing, I believe, is to be aware of it. Now that we know it exists, we can point to it, recognize when we’re feeling Akrasia, and move forward to do what we should do.
You can read extensively about the strategies to recognize and combat Akrasia in Kaufman’s book online. (Kaufman has one full chapter—54 pages—devoted to “Working With Yourself” to combat Akrasia, procrastination and other maladies that impede our own progress as well as become superfocused and productive). Or if you don’t have the time now, you can take a quick look at these posts (each takes less than 5 min to read) that will help you shake Akrasia and move forward towards your goals:
Happy un-Akrasing!
ACTION
TODAY: Take some time to see where in your life you’re experiencing Akrasia. We all do, and it behooves us to tackle it to move forward on our goals. Now that we know that Akrasia exists, it’s easier to be aware of it and start taking action.
FUTURE: Keep in mind that we’re all human and we all experience Akrasia. The best way to find out why you’re having Akrasia about something is to ask yourself why 5 times. Once you get to the bottom of it, you’ll be able to move forward.
Know someone who is going through Akrasia about something? Please share this post with them! Email, Facebook or Twitter.
by Helena Escalante | Accountability, Collaboration, Creativity, Growth, Habits, Leadership, Mindset, Resources, Wellbeing
Estimated reading time: 3 minutes, 15 seconds.
TODAY’S IDEA: No Skunking
— From Setting the Table: The Transforming Power of Hospitality in Business by Danny Meyer
Danny Meyer’s wonderful book Setting the Table is all about hospitality in the restaurant industry. However, the leadership style and the lessons that this great restaurateur shares can be applied to any kind of business, not just restaurants.
I was particularly struck about a passage in the book where he talks about the qualities of self-awareness and integrity going hand in hand: “It takes integrity to be self-aware and to hold one’s self accountable for doing the right thing.”
Specifically, he says, “self-awareness is understanding your moods and how they affect you and others. In a sense, it’s a personal weather report…” But no matter whether the personal mood is sunny or rainy, it’s crucial for people in business “to be aware of and accountable for their own personal weather reports.”
He goes on to say that “no one can possibly be upbeat and happy all the time, but personal mastery depends on team members being aware of their moods and keep[ing] them in check. If a staff member is having personal trouble and wakes up feeling angry, nervous, depressed, or anxious, he or she needs to recognize and deal with the mood. It does not serve anyone’s purposes to project that mindset into the work environment or on to one’s colleagues.”
Meyer’s term for that is skunking: “A skunk may spray a predator when it feels threatened, but everyone else within two miles has to smell the spray, and these others may assume that the skunk actually had it in for them. It’s not productive to work with a skunk, and it’s not enjoyable to be served by one either. In a business that depends on the harmony of an ensemble, a skunk’s scent is toxic.”
I think this analogy is perfect. My dog has been sprayed by a skunk twice (!), and it’s one of the most repulsive and disgusting experiences we’ve had. We’ve taken—and will continue to take—every precaution to make sure it doesn’t happen again. Skunking in the workplace should be avoided too, as it can spread widely if left unchecked, hurting the organization inside and outside as well.
And this is where we come full circle: it takes integrity to check with ourselves and determine what mood we’re in. If it’s a great one, fantastic, let’s spread the joy. If not, the first step is to acknowledge it and keep it in check, so that we can resolve it (or put it on hold temporarily) and change it for the mood that best suits our business endeavors. And remember: absolutely no skunking!
If this is of any help, I’ve found something that works for me: when I’m not in a good mood and I need to work, I give myself permission to change my mood temporarily. For instance, I tell myself that I will temporarily become happy and postpone my being upset or worried about whatever is making me unhappy when I get back from the office, because I need to be at my best during work and with clients. This usually helps, and by the time I’m back I don’t want to go back to being upset any longer, so I can see what was bugging me in a different light and focus on solving it favorably.
ACTION
TODAY: Take some time to do a personal weather report. Is your mood sunny and beautiful? Partially cloudy? Rainy? Cold and nasty? Be honest with yourself if you’re not in a good mood so that you don’t skunk others (not even inadvertently). How could your self-awareness and integrity help you in this instance? We’re all different: think of something that will work for you and the dynamics of your team.
FUTURE: Adopt the no skunking rule into your life and that of your teammates and business.
Know someone who has been skunked? Help them out by sharing this post! Email, Facebook or Twitter, thanks!
by Helena Escalante | Accountability, Goals, Growth, Habits, Leadership, Mindset, Miniseries, Planning, Productivity, Time, Tools
Other parts of the miniseries:
Winning the war for time–Part 1
Winning the war for time–Part 2
Estimated reading time: 3 minutes, 29 seconds.
TODAY’S IDEA: Winning the war for time–Part 3
— From Learning to Lead: Bringing Out the Best in People by Fred Smith (1915-2007)
So far we’ve been learning how to win the war for time, from Learning to Lead by Fred Smith. In yesterday’s post, Smith shared his views on investing time as well as earning and demanding respect for our time from others. Today we’ll look at ourselves.
An important point that Smith makes in the war against wasting time is that of our personal habits: “Not all time losses can be blamed on other people. Some things are entirely within us.”
It is helpful if we review our habits every so often, as they can sometimes “deteriorate without our realizing it, until they are hurtful instead of helpful.”
The first mention in the list of worst-offenders is orderliness. At first glance, this looks like a virtue, yet it is necessary to clarify the distinction between being organized versus being orderly: “People who are too fastidious turn orderliness into an end rather than a means—and that takes a lot of time. It’s much more important to be organized.”
Another habit that is not helpful for our time is that of perfectionism. We must guard against perfectionism and be aware when it appears. “Very few things in this world are worth perfecting, and it takes an enormous amount of time to perfect anything.”
Smith makes a distinction: “If you’re perfecting something because you feel… that it needs perfecting, that’s one thing. But if you’re doing it so people will say how good you are… or because you’re afraid of criticism, that’s wasteful. You must decide the degree of perfection your work requires.”
If you are a recovering perfectionist like I am (#NotProud), check out this post on moving forward imperfectly.
Another bad habit is that of overcomplicating the execution of our gifts, thus delaying delivery time on them. “Most people do not really appreciate what they can do best because it’s too much fun! They have [a concept] of work that says it’s supposed to be difficult. This makes a person’s specialty feel like leisure or entertainment, not ‘work’—and that becomes a trap. Fast isn’t always bad.”
Besides these time-wasting habits, the author explains what he calls the three temptations that also drain a lot of time. They are:
- Procrastination: “A lot of procrastination is based on our fear of action. We review and review and review. […] Time means nothing if you don’t have the energy to focus.”
- Rationalization: “Trying to prove to yourself you weren’t wrong. It would be so much easier to say, ‘I messed up.’ […] That would save a lot of time.”
- Indecision: “Many people can make good decisions but they won’t. Because that means putting their ego on the line.”
Also, it goes without saying, but our health is paramount to be able to use our time well. “If a person is sick twenty days a year, that’s an obvious time loss.” While we cannot control getting sick or injured, we can definitely take good care of ourselves to enjoy, overall, a healthy existence, and for our bodies to heal promptly when needed.
As another point in the war plan for time, Smith mentions the need for time out. “I guard two things in life: savings and time alone. I simply must have two days every so often to talk to nobody.” And besides taking the time to be alone, relaxed and refreshed, “time with just a few special people is also strategic.”
We’ve come to the end of this miniseries on winning the war for time. These are the ways in which Smith maximizes the opportunities, not just to save time, but also to use it wisely, profitably, and get a return on his investment. Which one of them resonated the most with you? Let me know in the comments here.
ACTION
TODAY: Examine your personal habits to see if they enable you to use time wisely or if they contribute to your losing time.
FUTURE: Change those habits that are no longer helpful to you. Here are 5 Strategies for eliminating bad habits and 6 Techniques for Installing Good Habits.
Know someone who is always battling time? Please share this post or the whole miniseries with that person. Thank you! Email, Facebook or Twitter.
by Helena Escalante | Accountability, Goals, Growth, Habits, Leadership, Mindset, Miniseries, Planning, Productivity, Time, Tools
Other parts of the miniseries:
Winning the war for time–Part 1
Winning the war for time–Part 3
Estimated reading time: 3 minutes, 37 seconds.
TODAY’S IDEA: Winning the war for time–Part 2
— From Learning to Lead: Bringing Out the Best in People by Fred Smith (1915-2007)
In yesterday’s post, we learned the importance of having clarity on our philosophy on time: Fred Smith, leadership guru, taught us some powerful questions to ask ourselves in his book Learning to Lead to determine why we want to get more out of time.
Today, we’ll see why Smith questions the idea of spending time and, instead, prefers to see time as an investment.
He says, “There are two ways to approach time. One is technological: minutes as units. The other is the philosophical: minutes as meaning. […] Too often people don’t know the difference between a fast track and a frantic track.” Smith enjoys a fast-track life, but he doesn’t relish being frantic. That’s an incredibly important distinction.
“It’s just as foolish to use every minute for activity as it is to spend every nickel you’ve got.”
The author goes on to say, “Some people think they have to spend time, use it up one way or another—while others invest it.” His philosophy is to invest it, which means looking for a return on what he does. “Some of that return will be in dollars or other visible achievement, but some will be more internal. Investing time wisely does something for you. Over a period of time it brings an appreciation, a patina to life; it generates maturity and fullness.”
A key thing to consider, as Smith points out, is that “Opportunity is not a mandate to do. Your mandate comes from what you have chosen to try to accomplish.” And he illustrates this by saying, “If a farmer has a bushel of corn and several different fields in which to plant it, he will pick the most fertile field.”
This is a great concept to keep in mind nowadays, when we all live with FOMO, the Fear Of Missing Out, and thus try to do too much as we don’t want to miss any opportunities.
Another important point that Smith makes is that of earning respect for our time.
Just as we respect and value other people’s time and effort, we should expect and demand that people respect ours the same way.
People respect us when we address their problems quickly. “There’s something professional about that,” writes the author. “If through reading as well as living we have developed the intuition, knowledge and experience to be helpful to others, and if we have the courage to go right at the issue and not be afraid of conflict, people will see we mean business with our time.”
In practical terms, the best way to do this is to “train people to think in terms of schedule” by saying things that will signal such respect for our time and that of others.
For instance, “You can set definite times for meetings. Even if the calendar is open, you don’t say, ‘Well, come any time Tuesday.’ Instead you say, ‘I’ll be glad to see you. How long do you think you’ll need?’ or ‘How long will it take us to accomplish what you’ve got in mind?’”
Also, Smith says, “You can telegraph your view of time by cutting the conversation off promptly at the end. ‘Is there anything else that we should talk about, or are we finished?’ This establishes the reason why we’re talking: to accomplish something.”
I like Smith’s approach to time because I think it’s sensible and practical. Come back tomorrow for another installment of this miniseries. Smith will be guiding us through personal habits to avoid wasting time, among other topics.
ACTION
TODAY: Think of times when you have spent more time than you wanted in a meeting or a project. What is the common denominator among all those times? How do you give people access to your time? How can you change that access? Work on the language you use with yourself and with others to think in terms of schedule.
FUTURE: Once you’ve figured out how to improve the ways in which you handle your time with others, begin to test. Slowly but surely, you’ll be getting used to the language that works best in each occasion, to the point where you won’t make the mistakes of the past again. Test and rehearse many times until it all comes naturally.
Know someone who is always battling time? Please share this post with that person. Thank you! Email, Facebook or Twitter.
