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I was taking pictures of the cannons at the Stones River Battle Field in my hometown for a class assignment.  I was pleased with one of the pictures I captured until I viewed the photo on the computer.  It was an okay shot but it wasn’t dynamic.  I returned the next day to the same location but this time I changed the composition by moving my shooting position three feet to the right.  The lighting and shadows were different this time.  The background in the shot was more complimentary to the subject.  All because of a different angle.

This can be the same in business.  Sometimes we can see the solution to a problem more clearly if we look at it from a different angle.  Sometimes we can improve our business by simply changing our view and perspective of the issues we face each day.  Our business success can go from “okay” to “dynamic.”

My wife and I enjoy watching the bluebirds take up residency in their little house on our fence.  Four days ago, three eggs hatched.  Now we are watching the male and female bluebirds continuously fly in and out of the house as they feed their young.  It’s interesting to me how nature provides a plan and God’s simple creatures always understand the plan and follow it.  Both bluebirds are obviously committed to the task of providing food, warmth and protection of the little ones in the nest.  No need for a “bluebird leader” to watch and monitor the activities of the new parents or to remind them of their obligation to feed and protect their young.  They do it because that’s their responsibility.

Imagine what it could be like if everyone within an organization took personal responsibility for understanding the company’s plan and followed it.  Imagine if every member of the organization had a work ethic that ensured everyone did their job and met their obligations whether the leader was watching or not.  Imagine if everyone in the organization had the same level of commitment as these beautiful bluebirds.  Imagine.

Several years ago, my friend, Mark LeBlanc, introduced me to several traps that people can fall into that block potential.  One of those traps is the comparison trap, and I fell in head first.

Over the weekend, I registered for a photography course in hopes of taking my hobby to the next level.  But after seeing some of the current work of fellow students, I allowed myself to fall into the comparison trap.  I began to compare my photos with their work.  I found myself feeling discouraged because “my photos aren’t as good as their photos.”

However, a wise person, my wife, quickly pulled me out of the trap when she reminded me why I was taking the course.  She went on to say that I had an advantage over the others because I had more potential for improvement and I would benefit more from the course than the others would.  I could earn the title “Most Improved.”  I’m still wondering if there was a hidden message there.

When we compare ourselves with others, we run the risk of giving up, not taking a risk, and never realizing our full potential.  How sad to never know what you are capable of doing.

Yesterday was Father’s Day.  As I received best wishes from my wife and my three daughters, I couldn’t avoid reflecting on my success as a husband and father.  I have made more mistakes as a husband and father than my daughters will ever know.  I know my wife is aware of all my mistakes.  Yet, it’s humbling to know that I am blessed with a great wife and three loving daughters that look past a husband’s and father’s failings.  Yesterday was a great day and a humbling day.

We are remodeling a bathroom.  This is scheduled for a three-week project.  I know what you’re thinking and you’re right.  This will turn into a six-week project.  Last week the plumbers removed the fiberglass tub/shower combination to prepare for the glass/tile walk-in shower.  After the fiberglass unit was cut out and removed we discovered that the builder had run some of the plumbing on the outside of the wall studs rather than going through them.  Now we have an added expense, not to mention the added time, to completely redoing the copper plumbing.  Sometimes it’s that way in business.  On the surface, everything seems to be fine and all is well.  Only when we begin to take a deeper look at how things are really operating, can we discover the opportunities for improvement.

It was time to remodel our master bath.

The owner of our local bath fixture specialty store gave me the names of three designers that have a reputation for doing excellent work.  I called the first design firm on the list.  The receptionist indicated no one was available at the moment but someone would call back within the hour.

While waiting for the first design firm to return my call, I made contact with the 2nd firm.  I followed the instructions of the recording and left my name and number.  This was repeated for the 3rd firm.

Ten days after the search for a designer began, and after inspecting their work, and checking several references, I signed a contract with the 2nd firm for the design and completion of the remodel project.  Demolition begins in two weeks.

Why did I select the 2nd firm?

The first firm did not return my call within the hour as the receptionist had promised.  In fact, it has been four weeks since that initial call and I still haven’t heard from them.

I did receive a return call from the 3rd firm two weeks after my initial contact.  When I informed the designer I had already selected someone else, her response was, “I guess I was a little slow getting back to you.”

If you want more business you have to act like you want the business.  You want to be perceived as professional, you have to act professional.  Sometimes it begins with a simple phone call.

Service should not be a game of chance.  Service should be a daily event!

I recently returned from a 3.5 day leadership course at Disney World in Orlando.  The program agenda was similar to the Disney Customer Service course I attended last year.  It was similar in that it was a fantastic experience, both in the classroom and on the field trips.  We began each day with breakfast at one of the theme parks prior to opening to the public.  It was a strange feeling to walk through Epcot and only see the cast members as they prepared for the day.  The highlight for me was to receive the training and the opportunity to operate one of the attraction rides.  Really cool!  Needless to say, Disney does it right.  The classroom instruction and the field trips that took the class behind the scenes at the various theme parks provided a tremendous learning experience.  And I have gained a greater insight into the Disney style of leadership that will allow me to provide greater value to my clients and audiences.

Last weekend, I gave a presentation to a group of vision care professionals.  The program was a success.  My client declared, “Everything went smoothly.  You make it look effortless.”  As a speaking colleague, Les Brown, often says, “I don’t tell you this to impress you, but rather, to impress upon you,” the importance of preparation.

I always arrive to the meeting location about an hour before the program is scheduled to begin.  This gives me time to observe the room setup, to check the audio equipment to make sure everything is functioning properly and to check sound levels.  If the program requires PowerPoint, I give myself time to hook up my laptop to the projector and confirm the proper resolution, focus, and room lighting.  If all goes well, everything is connected, adjusted, tested, and ready to go before the first attendee arrives.

But seldom does everything go well.  Mics need fresh batteries, tables and chairs need to be rearranged,  and the compatibility between laptops and projectors can still be a challenge.  Technology is great only when it works.  However, with enough preparation time, the audience member should never see the stress and occasional frustration that can develop while trying to make everything look “smooth and effortless.”

When customers visit your business, they should perceive everything always runs smooth and effortless.  The reality is every organization and business has an inherent level of chaos and confusion that can produce stress and frustration.  Yet, successful organizations allow adequate preparation time each day to ensure the customer only experiences the best a company has to offer.

The next time you have a fabulous customer service experience, think about how much work has already been accomplished to make the experience appear to be “smooth and effortless.”