The Law of Continuous Improvement

I just got back home from the office a few minutes ago. I am sitting down on a chair going though an old album of mine. It contains several pictures I took while in school (Obafemi Awolowo University, Ile Ife, Nigeria). 8 years ago, these were my best pictures. The suits and ties I wore in those pictures were my very best. If I wear the same suit and tie today, several of my friends and colleagues will surely have a good laugh! Even now, I am smiling all by myself! In all honesty, I have improved! Things have changed drastically.

If you use yesterday’s ideas to do business today, you won’t be in business tomorrow

I am reminded of a quote I heard at about the time frame I was talking about. Is says “If you use yesterday’s ideas to do business today, you won’t be in business tomorrow”. What a powerful statement. It is expedient for each and everyone to improve continuously in order to be able to succeed in the 21st century. No one achieves excellence in life and in business without a strong commitment for continuous improvement. Infact, the more you improve yourself, your systems and your processes, the better the results you get.

I learnt a vital lesson this week. I was in a training that raised my curiosity about the history of Olympic long jumpers. I have since done a research and what I found out is interesting. Permit me to share it with you.

The high jump is an athletics (track and field) event in which competitors must jump over a horizontal bar placed at measured heights without aid of any devices. It has been contested since the Olympic Games of ancient Greece. Over the centuries since, competitors have introduced increasingly more effective techniques to arrive at the current form.

The earliest technique used by high jumpers was the scissors jump. With this method, a record height of 1.68m was jumped. It took the introduction of another jump technique, the eastern cut off, to be able to break this record. With the eastern cut off technique, American M.F Sweeney raised the world record to 1.97m in 1895. Another American, M.F Horine had to develop another more efficient technique, called the western roll, to increase the world standard to 2.01m in 1912. His technique predominated through the Berlin Olympics of 1936, in which the event was won by Cornelius Johnson at 2.03 m (6' 8"). American wunderkind John Thomas pushed the world mark to 2.23 m using the straddle technique, an improvement of all former techniques. Straddle jumpers took off as in the Western roll, but rotated their (belly-down) torso around the bar, obtaining the most economical clearance to date. Straddle-jumper Charles Dumas broke the elusive 7' (2.13 m) barrier in 1960. Other great jumpers followed suit with record around 2.13m and 2.28m.

It wasn’t until the 1968 Olympics that Dick Fosbury, who used an improved technique, called the Fosbury flop, beat the world record again. Taking advantage of the raised, softer landing areas by then in use, Fosbury added a new twist to the outmoded Eastern Cut-off. He directed himself over the bar head and shoulders first sliding over on his back and landing in a fashion which would likely have broken his neck in the old sawdust landing pits. After he used this Fosbury flop to win the 1968 Olympic gold medal, the technique began to spread around the world, and soon floppers were dominating international high jump competitions.

What is the greatest learning in this study? It’s quite simple. In order to move to the next level of results, you need to continuously improve your techniques, methods, processes or even yourself. Do you hope to make waves in this world? Do you hope to smash some records? If you do, then, you need to commit yourself to continuous improvements.

In order to move to the next level of results, you need to continuously improve your techniques, methods, processes or even yourself.

I have attempted to explain the need for continuous improvement in this piece. In my next post, I will share my ideas on the tools necessary to improve on a continuous basis – either as an individual, as a team, as a company, or even as a nation.

Till then, see you at the top of the topmost top.

The Customer Service Magic

A few days ago, I was in a Mall to buy a camcorder for family use. I had been told that I will get the specification I needed at an affordable price somewhere in this Mall. The Mall had several electronic shops with about the same price for all items. I got into one and started looking around. No one attended to me personally. No one took notice of me. Every of the staff went about their normal business. I asked a few question about a particular brand I love and got mono syllabic answers. Predictably, I didn’t buy anything from them.

I went in to another store close by…infact right beside the 1st one. The difference was astonishing. I was warmly greeted by a staff. He asked me what I wanted to buy and gave me a small lecture on what to look out for. When I was considering buying a particular one (just because of the brand name), he explained to me, and demonstrated to me why he thinks I won’t like it. He suggested another brand that had about the same features, was cheaper and had better handling. He then proceeded to convince me that I was buying the best camcorder of the year in that category. He brought out a magazine that showed the award for this brand and then went ahead to do a demo recording for me with this camcorder! Did I buy it? Of course yes! In no time, I was counting the money at the cashier’s!

What made the difference between both stores? Definitely not the price. Not the size of the store. Not the name. It is called Customer Service. This is what is lacking in most organizations and companies that keep them small…especially in developing countries.

World class organizations have since discovered the value of service to their customers. Improving customer service is one of the top five anguishes for CEO's today. The creation of memorable, positive customer service - service so good, so unique, so different, that it takes the customer by surprise and leaves him with a smile on his face and a story to tell- is in high demand in organizations today.

Let’s consider a few customer service tips that will give you and your company a competitive advantage.

Identify and anticipate needs.

Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

Make customers feel important and appreciated.

Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.

Give more than expected.

Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following: What can you give customers that they cannot get elsewhere? What can you do to follow-up and thank people even when they don't buy? What can you give a customer that is totally unexpected?

Know how to apologize.

When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

Be a good listener.

Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants.

Get regular feedback.

Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
Listen carefully to what they say. Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments and suggestions.

Treat employees well.

Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.

Count Your Blessings. Don't Discount Them - 2nd Edition

As the year 2007 draws to a close today, and the New Year 2008 dawns on us, I wonder what kind of a message the year 2007 leaves behind. Cast your thoughts on the highlights of the year 2007 and I bet there are a few things you will rather forget. There are also many things that made the year worth it. One thing if for sure, not many of us would bother to pick up a pen and write the bad things in red and the good ones in green to sum the year ourselves. Yet, I feel we ought to do it. You will be amazed at the result.

Cast your thoughts on the highlights of the year 2007 and I bet there are a few things you will rather forget.

There are more chances that you will consider more things that didn’t work for you in 2007 than those that worked. That is the natural inclination. You tend to look back at the year and consider the opportunities you missed, the money you didn’t make, the goals that are left unrealized, the pains of the year, the losses and what have you. I do not blame you if you are doing this right now.

There is a way to also look at the past year that I want to recommend. It is summarized in the song of a songwriter. It says

"Count you blessings, count them one by one.
Count your blessings, see what God has done.
Count you blessings, name them one by one
And it will surprise you what the Lord has done."

The lyrics of the song are very instructive. If you learn to count you blessings, not discount them, you will see that it’s not been as bad as you think!

Can I tell you a story? I guess I have told the story before but it is very relevant here again. I call it the story of two buckets.

A traditional well always have two buckets. As one is going down, the other is on its way up. Long time ago, there lived two buckets in the same well. It was noticed that no matter what happens, one was always sad, whining and looking morose and melancholic. It was always complaining about the situation of things all around. The other however, on the contrary, was always happy and motivated. No matter what happens, it was always in a high mood. Both buckets used to wonder what was happening to the other when they meet somewhere along the line in the well. The sad bucket was always wondering “why is this guy always happy? Are we not going through the same situation? Are we not faced with the same difficulties? The happy bucket on the other hand was always wondering aloud “what the hell is wrong with this guy? Why is he always looking morose and melancholic? One day, they decided to talk to each other and ask why they are both going through similar situations but reacting differently. The happy bucket asked first “why is it that you are always looking sad and morose all the time? Is anything the matter? The sad bucket replied. “Everything is that matter! I am not happy here. Can you imagine, no matter how full I come up from this well, I always go down empty!! I am living an empty life!” “Waoh” replied the happy bucket. “Do you know what? This is the very same reason why I am always happy. No matter how empty I go down into this well, I always come up full!!!! I am living a fulfilling life!

The past year 2007 no doubt was a challenging year for me. Many things happened in the year that affected me both positively and negatively. However, as the year winds up, I can’t but thank God and the angels he strategically places in my life (my wife, my daughter, my friends, my colleagues at work, my critics e.t.c) for helping to make this year an eventful one for me. No matter how empty I go down into the well, I always come out full!

No matter how empty I go down into the well, I always come out full!

Many things worked for me in the past year. We celebrated our 3rd year wedding anniversary (check the divorce rates around the world to see why this is a positive). I changed job roles at work. I was nominated for the Nigeria Future Awards for the “Professional of the Year 2007”. Our precious daughter Moyosorelouwa was 2! Apart from that, she doesn’t seize to amaze me with things she’s doing at her age. She is so smart I can’t wait to see her grow up. In the past year, I also came across information that bettered my financial lot. I earned more money doing things I enjoyed more than the salary I got! Infact, I invested amounts of money that were only in my dreams 1 year ago. Right now, I am holidaying with my precious wife. Most importantly to me, I have received email, phone calls and personal “thank you” notes from those whose lives have been positively affected by mine in the course of the year. Some of these texts bring me close to tears. I can choose…and this is my choice…to concentrate on all these, or focus on the other part.

In 2007, my house was robbed and several valuables, including my international passport, my wife’s and our daughter’s were stolen. My wife and I also lost something very precious to us at a very difficult time of the year. We invested in stuffs that didn’t work and lost money in the process. Our planned vacation to the UK didn’t work out, partly because of our passports that were stolen. I had some trying times at work and we also had to work through some health crisis.

I am sure you also have both sides of the coin. The question is…which will you focus on? Will you keep crying over spilled milk? Or will you look at the things that worked for you, praise God for them, and plan to turn around things that didn’t? Will you choose to count your blessings? Or will you rather choose to discount them?

Selah!

Vacation Your Way to Success

All work and no play make Johnny (or is it Jack?) a dull boy they say. It also makes you unsuccessful. The fact is that a well placed vacation can do wonders for every area of your life. I am writing about this thousands of miles from home on a vacation with my family, so I am practically enjoying what I am about to write! In this busy world, where we are driven to be producing all the time, it is good to be reminded that a break is sometimes the best thing to move us forward in the long run.

I know many people who can't seem to get themselves to break away from the office, thinking that they are getting a lot of work done. The truth is that they need a break and when they get back they will be working much more effectively.

...a well placed vacation can do wonders for every area of your life

With that in mind, here are some thoughts on how taking a break can help you achieve success.

Vacationing help you appreciate your work.

After a while even work you normally love can become drudgery. Taking a vacation gets you away and after awhile you begin to miss it and chomp at the bit to get back to it. You simply appreciate it more. Believe me, I miss my work and I can wait to get back! I am sure my boss will be happy to read this!

Vacationing helps you reset your mind.

Even though the mind is a mystery, we do know that it can get tired. It is called mental fatigue. Getting away on a regular basis helps reset the mind to its peak condition. Every brain needs a good rest. This is proven medically

Vacationing makes your body stronger, with more energy for the battle by giving it a rest.

The world's top bodybuilders, the ones with the huge muscles know something that the typical businessperson doesn't - the body needs a rest. Every week they take one day off. And then they take whole seasons off and allow their bodies to rest. Our bodies are the same. We need to let them relax, sleep more etc.

Vacationing gives you time to encourage your support team - your family.

Hmmm. This is a big one. While we are putting in long hours and working hard, our families support us with encouragement and the like. Vacationing let's them know that you value them and can also spend significant amount on time with them if need be. It tells them you value them more than your work. Then, when you get back to work, you know that your "team" it firmly in your corner.

Vacationing puts you in a creative mindset.

Sometimes being in the same situation gets your imagination stuck in a rut. Watching the sun set, listening to the waves crash, or enjoying the fresh air of the mountains will set your creative imagination soaring. You may find that you come up with all sorts of solutions to work issues while laying on the beach. I don't know how this works... but it does. In the last couple of days, I have been developing an idea on how to solve a chromic problem at work! It’s amazing.

Vacationing renews your spirit.

We all need an emotional boost. We need a break from the roller coaster of emotions that drain our spirits while at work. Quite frankly, if you do your vacation right, the predominate emotion should be peace. And that is just what you need to get rejuvenated for work.

We need a break from the roller coaster of emotions that drain our spirits while at work.

Vacationing proves to you that your work or office can exist without you!

Sometimes we overestimate our value to the organization and this puts so much stress on us. The fact is that if you go away for a week, your job will still be there. The company won't be bankrupt, and life will still be going on. We need to know that work goes on, so that we don't worry so much. Get away and don't call the office! Don’t deceive yourself that the office can run without you! It can….and it will!

So what is my advice? Take a vacation. You need one. You deserve one. Life is passing you by my friend, and in the end, you will know you should have taken a vacation. Your office won't fall apart. The earth will continue to turn on its axis. Your family will be happy. Turn off your computer, pick up the phone, dial the travel agent.... your success depends upon it!

Change Your Life Forever!

I recently came across a powerful quote by Dwight D. Eisenhower that got me thinking about the power of our choices. He said, and I quote “The history of free men is never written by chance, but by choice - their choice” Powerful. In my humble opinion, I think it’s not only the history of free men that is written by their choices. It is the history of everyone. You are where you are today as a result of the choices you made, or you did not makes, yesterday. The choices we make today will colour the spectrum of our life in the future

“The history of free men is never written by chance, but by choice - their choice”

The direction of our lives is determined by the choices we make every day. They accumulate and add up to our ultimate destiny. Success in life is not a gift. It doesn’t just fall on people like ripe pawpaw! It is a choice that you have to make. You are a direct product of your choices. You are going to live tomorrow with the consequences of today’s choices. It is futile to squander today and hope for a generous tomorrow. Everything that happens in your life-both what you are thrilled with and what you are challenged by-began with a choice.

Here are some choices you can make - choices that will create for you a life of abundance and prosperity in all areas of your life.

1. Choose to become balanced spiritually, emotionally and physically. Our lives are best when we have these three major areas in balance. Never leave God out of the equation of your life. Infact, He needs to take first place in everything. That is the starting point. Spend some time cultivating your spirituality. Spend time to develop your emotional health. Spent time to be physically fit.

2. Choose to grow personally. This sounds simple but many people only wish to grow personally. They never choose to grow by taking action, such as actually exercising, saving more money etc. Make a decision today to be a person who is on the never ending journey of personal growth.

3. Choose to always treat others right. We come across all sorts of people, many of whom will treat us poorly. We can choose to treat them right, no matter how they treat us. When they lie, we will tell the truth. When they cheat, we will play by the rules. We may get the short end of the stick some times, but in the long-run we will win. And most importantly, we will be able to sleep at night!

4. Choose to break a bad habit. Take the big ones first. Tackle it head on. If you don't know what it is, ask a friend. Then spend every effort you can to break that habit. Forget about the others, as you will get to them later. Stop smoking, get out of debt, lose your excess weight. Exercise the power to choose!

5. Choose to work smarter. Many people I work with feel like they are out of balance. One of the first things I do is try to find out how much time they are wasting at work, which makes them work longer, which throws the rest of their life into chaos. Getting your work done by diligently working in the time you have will free your life up extraordinarily. Read up my earlier article on working smarter.

6. Choose to see your work as a way to help others, and not a way to make money. If you put your heart into helping others, the money will most assuredly come. Spend time helping others grow and your finances will grow with it. This is a profound truth.

7. Choose to sow more than you reap. There are many takers in this world, but our lives will be better as we become givers. The world will become better as we become givers. Give away your time, give away your money, give away your love. You will most assuredly get it back in many folds!

8. Choose to get home for dinner more often. The family is the most important group of people you will ever belong to. Make a decision today to grow in your relationship with your parents, siblings, spouse and children. This one choice you will never regret.

9. Choose to be positive. A positive mental attitude will surely put you miles ahead of your peers. Never say never. Attitude can make or mar your life. Attitude, more than aptitude determines your altitude. It is more valuable than skill. Choose a positive attitude and things will start to work for you

You have a chance today, to change your life forever – make the right choices

Enjoy!

No Limits!

Have you ever thought about what you could do, if you really decided to? I'm not merely talking about what your skills, education and talents are capable of. I'm talking about what is really possible for you. There is a very real possibility that you can do virtually anything. Not alone, not without new information, but certainly within your ultimate grasp.

Think for a moment. What would you like to do if you are not limited by anything? What is the one thing you will like to achieve if you have all the money, connection, information etc needed at your disposal? Write that thing down. Can I tell you something? You can achieve whatever it is that you have written down! Yes, you can.

You are not limited to the life you now live. It has been accepted by you as the best you can do at this moment. Any time you're ready to go beyond the limitations currently in your life, you are capable of doing that by choosing different thoughts.

We each earn the income we do today because that is the amount we have limited ourselves to earn. We could easily earn 5, 10, 20 times more if we did not limit ourselves through the thoughts we maintain. Don't believe that's true? Surely you know people who earn much more than you who don't have your education, your skills, or your intelligence. So why do they earn more than you?

I love the story of George Dantzig that Cynthia Kersey wrote about in her book “Unstoppable”. As a college student, George studied very hard and always late into the night. So late that he overslept one morning, arriving 20 minutes late for class. He quickly copied the two math problems on the board, assuming they were the homework assignment. It took him several days to work through the two problems, but finally he had a breakthrough and dropped the homework on the professor's desk the next day.

Later, on a Sunday morning, George was awakened at 6 a.m. by his excited professor. Since George was late for class, he hadn't heard the professor announce that the two unsolvable equations on the board were mathematical mind teasers that even Einstein hadn't been able to answer. But George Dantzig, working without any thoughts of limitation, had solved not one, but two problems that had stumped mathematicians for thousands of years.

Simply put, George solved the problems because he didn't know he couldn't.

Where some of us have seen only limitations of the world or ourselves, others have gone on, with courage and imagination, exploring new worlds, achieving great dreams, ignoring warnings that “it” can’t be done. The evidence of the unstoppable human spirit is everywhere. We have dammed rivers, dug canals, cured diseases, invented thousands of labor-saving machines, and forged roads across towering mountains. We have created global networks of communication and travel. We have touched the moon.

"keep reminding yourself that you have tremendous reservoirs of potential within you, and therefore you are quite capable of doing anything you set your mind to..."

Bob Proctor tells us to "keep reminding yourself that you have tremendous reservoirs of potential within you, and therefore you are quite capable of doing anything you set your mind to. All you must do is figure out how you can do it, not whether or not you can. And once you have made your mind up to do it, it's amazing how your mind begins to figure out how."

Isn’t that worth thinking about?

Work Hard. Work Smart

I am one of the last persons in the world who would tell you not to work hard. I know that hard work is the only substitute to a hard life. Hard work makes the commonest chance golden. However, it worth reminding you that working hard must also be tempered by working smart, or you might just be wasting a load of effort. There is a reason why we were born with both muscles and brains. We should use both…..and definitely not in proportional ratios.

...working hard must also be tempered by working smart, or you might just be wasting a load of effort

Consider the story of two lumberjacks in a tree-cutting contest. Both were strong and determined, hoping to win the prize. But one was hardworking and ambitious, chopping down every tree in his path at the fastest pace possible, while the other appeared to be a little more laid back, methodically felling trees and pacing himself. The go-getter worked all day, skipping his lunch break, expecting that his superior effort would be rewarded. His opponent, however, took an hour-long lunch, and then resumed his steady pace. In the end, the eager beaver was dismayed to lose to his "lazier" competition. Thinking he deserved to win after his hard work, he finally approached his opponent and said, "I just don't understand. I worked longer and harder than you, and went hungry to get ahead. You took a break, and yet you still won. It just doesn't seem fair. Where did I go wrong?" The winner responded, "While I was taking my lunch break, I was sharpening my ax."

Hard work will always pay off; smart work will pay better. Remember back in school, there were the people who studied all day and all night, but still struggled to pass exams?(I hope you are not one of them).Then there were the people who studied hard but also found time for a game of basketball (or time to attend fellowship) and still aced every test and exam. Both groups studied the same material, attended the same lectures, were taught by the same professors, and took the same test. Was the second group just that much more brilliant? Maybe, but my money's on the way they approached their material and learned how to study. If they were smart, they applied those same principles after graduation: work hard, but also work smart.

That's a lesson that can be learned by even young children. A little girl visiting a watermelon farm asked the farmer how much a large watermelon cost. "Three dollars," he told her. "But I only have thirty cents," the little girl said. The farmer looked around his field, and feeling sorry for the little girl, pointed at a small watermelon and said, "That one's thirty cents." "Oh good," she replied as she paid him, "Just leave it on the vine and I'll be back in a month to get it."

Call it creativity, call it ingenuity, call it whatever: I call it using your head. Knowing how to analyze a situation and how to execute an action plan will put you ahead of the game in the long run. There's nothing wrong with having a leg up on your competition - it's how you win. The combination of hard work and smart work is the formula for success. Think about what needs to be done, and then think again about the best way to accomplish it - not necessarily the way you've always done it, or the fastest way, and certainly not the hardest way. Never make work harder than it has to be. That's just a colossal waste of time.

There's nothing wrong with having a leg up on your competition - it's how you win. The combination of hard work and smart work is the formula for success.

Perhaps the ingenuity award goes to the fellow who came to the Canadian border on his motorcycle, carrying two saddlebags strapped across his seat. The border guards asked the obvious question, "What's in your saddlebags?" "Rocks," was the reply. So the guards emptied the bags to check out his story. Sure enough, all they found were rocks. So they sent him on his way. The next week, the same fellow came to the crossing, again on a motorcycle, again with the same payload. The guards checked once again, and found more rocks. Off he went. The scene repeated itself weekly for several months, until finally the guards couldn't stand it any longer. "We know you are smuggling something across the border, but every time we inspect your saddlebags we find only rocks. Please tell us what you are up to, and we promise not to turn you in." "Well," the fellow replied, "It's really very simple. I'm smuggling stolen motorcycles."

Moral of the story: It's good to work hard. It's great to work smart. But it's best to work hard and smart.