Author: whatifconcepts

Empowering those that inspire so they can excel at the work that matters.

Guarantee

A guarantee represents either a wholehearted belief in one’s craftsmanship or an insurance policy to protect average.  It is reasonable to distinguish between the two.  davek sells umbrellas that are far more expensive than the models one finds being offered for $10 at the subway station during a rainy commute.  The guarantee with davek is that their guiding principles manifest themselves into the actual design and functionality of each umbrella.  Contrast this with the guarantee from a company occupying the middle of a sector.  The guarantee suggests that if you are not satisfied with your stay at the hotel you can speak with the manager about some type of apology, compensation, or more points.  They are not guaranteeing a stay on par with the Four Seasons but suggests they are better than the motel on the interstate off-ramp that is void of exterior lighting and boasts a pool fit for a family of ducks.  This guarantee protects average.  If you experience middle of the road then the guarantee is fulfilled.  The craftsmanship guarantee is far superior but also requires a remarkable service or product.

 

Change Please

My daughter was riven a two-dollar bill as change for a recent transaction at the movie theater.  The bill suddenly became more precious to her than the value assigned by the United States Treasury.  The two-dollars will be put somewhere for safe-keeping, displayed as art, and not be used as intended (at least for a while).  Receiving change was expected, how it was delivered became the story she is telling.  The how in life can make all the difference.  Art and storytelling erupt when everyday interactions are delivered remarkably.

Five Years

Why do many social sector Executive Directors feel less certain about their future after five years with an organization? Two themes arise.

First, the board members that hired the Executive Director gets diluted with new board members who create a different expectations.  The board members that hired the Chief Executive are motivation to see them succeed.  It was the board’s collective wisdom and faith that bestowed the position of Chief Executive on the individual in charge.  Incoming board members have a different relationship with the Executive Director and may alter the Board-CEO chemistry.  The evolution of the board and its expectations over five years is one of the silent contributors to Executive Director turnover.

Secondly, there is an underlying need to reinvent ours approach every five to seven years.  Educational institutions with a culture of inquiry encourage faculty members to engage in a significant self-audit and re-imagine their teaching approach.  This evolution is challenging in a classroom and a real hire wire act in the role of Chief Executive.  If an organization has established a circle of safety then their leader may feel safe refreshing their management philosophy.  However, if trust and empathy are absent it is easier to stick with the tried and true.  Sadly, the opportunity for innovation and a deeper human connection are lost and friction increases.  Withholding the scaffolding for executive renewal may ensure outward appearances are positive but the structural integrity of the organization often falters.

How do we keep the best leaders engaged?  With the most significant leadership turnover in the social sector is underway, what steps can we take to nurture those who a uniquely positioned to lead our enterprise?

Polar Direction
Polarity is powerful.  Poles provides us with our magnetic north and also and opposed force.  Being able to embrace polarity defines our route.  FOX News is more effective when countered by MSNBC.  Without the opposite opinion to oppose the message is less effective.
During the winter we learn that a whiteout obscures the horizon and contrast necessary to navigate effectively.  As much as we want to be known for what we stand for, it is equally important to articulate that for which we will not stand.  At critical moments, we may be better known for what we are navigating away from rather than what we are moving towards.

Deciding by Formula

If we use a formula to set the value of our work we assume our talents can be readily duplicated.  If we craft our unique talent then those who benefit from our work set the value.  As a consultant the primary questions is often how much to charge.  I provide a standing fee for those who insist on a number as the primary variable during an interview.  When a formula is the decision screen, I am rarely picked.  However, the real answer is ‘it depends.’  How far towards the edge are you are willing to journey with a project?  How much art are you willing to inject?  Are you curious and seeking better questions?  The more art can be infused provides far more value.  When craftsmanship is permitted, the more the dots on the horizon form new constellations to guide your journey.  How essential is a pole star to navigate the terrain that lies ahead?  The value of a map and compass are forever linked to the needs of the adventurer.

Round-trips and Trust

Why do round-trip airline tickets cost less than one-way tickets?  Do the airline not trust us to come back and do business with them again?  Why do wireless companies charge early termination fees if they are convinced that they are uniquely positioned to offer the best coverage, highest customer service, and most extraordinary calling plans?  Why do home maid services have a penalty clause if a client does not maintain service with the company for a year?  If they are cleaning the house on a weekly basis they have over fifty opportunities to solidify loyalty.

Why does Amazon allow customers to download a book onto their Kindle and return it within seven days if not satisfied?  Zappos gladly accepts any item back if it does not meet with our satisfaction and they pay for the shipping.  Many a coffee house will remake a drink if it did not meet with our expectations.

Each company has its rational.  Some are based on revenue and expense metrics.  Others are tied to core values.  Reflect on what stories we tell.  What stories do we tell about the airlines and wireless companies?  And compare that to the stories we share about Zappos?  Nordstrom was famous for accepting car tires as a return from a customer.  The catch, Nordstrom is a clothier with no history in automotive sales but the story is now legend (or apocryphal).

Do our actions match the stories we tell?  And what stories does our community tell about us?  Do we consider ourselves artists who understand our art is not for everyone, or are we focused on closing a deal and pointing to the fine print if the customer is dissatisfied?

For Those Who Are Ready
Are you manipulating or inspiring your customers?

 Two opportunities to amplify your work under the guidance of experts that I highly recommend.

Seth Godin is offering an online class title the The New Business Toolbox for entrepreneurs on SkillShare right now!  The course is composed of eight parts with meaningful assignments and resources, and it is self-paced.  I flew across the country a year ago to attend a rare one-day event with Seth and continue to be influenced by that session.  So here is an opportunity to make a small investment in yourself and amplify your passion into a business or even confirm the enterprise you have already launched.

Secondly, Chris Guillebeau is presenting a new two-day gathering titled Pioneer Nation in Portland, Oregon for individuals trying to launch a small business or project.  This is ideally suited for those with a passion who are looking to put their talent into the marketplace.  Pioneer Nation is a smaller and more intimate gathering than World Domination Summit which I have blogged about in the past.  Each time in attend one of Chris Guillebeau’s events I leave inspired and ready for action.