Author Archives: Harry K. Jones

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Has the U.S. Business Scene Run Amuck?

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Is it just me?
Or has the U.S. business scene run amuck?

The media is foaming at the mouth with stories depicting the possibility of Daimler dumping Chrysler in the very near future.

Along those same story lines, it appears that General Motors may be considering the purchase of the Chrysler Corp. Before you dismiss such a ridiculous venture, be aware of the fact that both Chrysler and GM shares jumped within hours of the announcement.

Apparently, we’ve learned nothing from history. Anyone remember when the U.S. auto industry boasted the “Big Four”? That fourth spot was held by American Motors Corp. (AMC), which was originally formed from the merger of Nash-Kelvinator Corp. and the Hudson Motorcar Company in 1954. Remember these classic nameplates: Gremlin, Spirit, Renault, Nash Rambler, Javelin, Hornet, Pacer, Concord, Matador, and Cavalier (later to re-emerge as a GM nameplate) to name just a few? It all came to an end with the merger of AMC into Chrysler in 1987. It’s kind of ironic that the one-time big fish has become the small fish being eyed hungrily by General Motors.

Riddle me this. When one ailing, flailing, failing, leaderless conglomerate merges or acquires a second distressed, floundering, directionless, leaderless competitor … which of the two will save the other?

What a short memory we have. It wasn’t that long ago (2005) that Sears, Roebuck & Company (at one time the number #1 U.S. retailer) merged with K-Mart Corp. (at one time the #2 U.S. retailer) to form the Sears Holdings Corporation.

Everyone waited with baited breath to see if competitors such as Wal-Mart, Home Depot, Target, Costco, Lowe’s, Best Buy, Kohl’s, JCPenney’s, Nordstrom’s, Younkers, Macy’s and others could withstand the devastating onslaught of this newly formed terrifying tandem. Needless to say, everyone survived. Since the Sears/K-Mart merger, there have been few changes at the store level and those that have surfaced have been as riveting as watching paint dry.

It doesn’t matter what the product and/or service may be. The keys to success lie with the people involved at every level and the culture which evolves as a result of the efforts of those people.

The answer to the Chrysler challenge is unbelievably simplistic. This scenario will never happen. However, if it were to materialize, Chrysler would emerge as the worldwide automotive leader exempt from threats of any current competitor on the face of the earth. It’s that simple. Here’s the formula:

  1. Recruit Donald Trump and Ross Perot to join forces as co-chairmen of the new Chrysler Corp.
    • Trump has overcome numerous obstacles to attain success and knows how to capitalize on his enormous network.
    • Perot was once an intricate piece of General Motors. He identified major problems, offering sensible solutions, but was ignored and bought out by the GM leadership that feared him. He could make it work this time and, by doing so at Chrysler, once again prove to GM that they should have listened to him when they had the opportunity.
    • They both have a proven track record when it comes to turnarounds. They have both demonstrated a phoenix-like ability to create success from the ashes left behind by others.
    • Neither needs the money, yet both thrive on emerging victorious after being told it can’t be done.
  2. Recruit Lee Iacocca to return as CEO and Jack Welch to complete the equation as Chief Operating Officer.
    • This would be deja vu for Iacocca. In the late 70s, Chrysler was on a “suicide watch” as Lee galloped in on his white horse, fresh from being put out to pasture by Ford Motor Co. As the world looked on in doubt, he took draconian measures never before seen at Chrysler and led them out of certain bankruptcy destruction to become a competitive dynasty to be reckoned with by all in the industry. He knows what it takes, isn’t ready to be counted out, and would be returning to his true love.
    • Both Iacocca and Welch would welcome the opportunity to disprove their nay-sayers who have claimed their legendary legacies were a “fluke.”
    • Again, neither needs the money but both would emerge in the public eye revitalized beyond recognition by the challenge most would deem impossible.

Let’s not overlook the obvious thought on everyone’s mind. Would it be possible to corral four of the world’s most gargantuan egos long enough to even propose such an undertaking? You might be surprised. The opportunity and possibility of accomplishing what the world would deem incomprehensible would easily overshadow the concern of ego-clashing. Each of these cultural icons would certainly recognize and capitalize on the once-in-a-lifetime prospect of working with fellow legends in a combined effort to accomplish the impossible.

Interestingly enough, their challenge and final results really have nothing to do with the auto industry. They would experience the identical success whether they were dealing with the challenges of our perplexing airline industry and the deteriorating automobile industry.

They’ve each proven themselves in their own respective areas time and time again. Regardless of the product, service, or challenge, they take action. They get results. That’s what this country needs today.

Do you think my solution is absurd? Think again AFTER comparing it to the merger of Sears and K-Mart. And again AFTER reviewing the merger of GM and Chrysler. And once again AFTER observing daily examples of our once powerful two-party political system moving closer and closer to a one-party mind-set.

Now, wouldn’t you agree that my solution is actually pretty feasible? Excuse me now as I’ve got to make a few phone calls in hopes of reaching Donald, Ross, Lee, and Jack. They may be our only hope!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Should Focus Move to “Worst Practices”?

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Is it just me?
Or should focus move to “worst practices”?

I’ve posed this question to seminar and keynote audiences for several years now all over North America. I’m not surprised that so many have readily agreed with this observation. I think we’re all very much aware of the tremendous value derived from the review of “Best Practices.” I would never suggest that we cease this beneficial exercise.

However, I would recommend that we invest more time and energy in paying close attention to many of the “Worst Practices,” which increasingly appear in our media spotlights. There are obviously many more examples available to us in this area and the ROI (Return On Investment) of that time and energy can be invaluable. Let’s face it; it’s often much easier to learn from witnessing a headline-grabbing guffaw spotlighted on the world’s stage than it is to emulate the performance of an organization or individual continuing to do almost everything without a flaw. Allow me to share a recent glaring example.

Recent Disaster May Revolutionize Airline Industry!
I, among thousands of others, was a recent victim of the “Valentine’s Day Massacre” that struck North American airports with very little warning. I was stranded in Toronto as a result of ice, snow, wind, drifting, and sub-zero temperatures combining to create a devastating blizzard that crippled air travel over much of the east coast. Emerging from that calamity was a most unexpected, atypical event that may very well transform every airline transporting passengers today. A class action lawsuit is currently in the formative stages and may very well result in a “Passenger’s Bill of Rights.”

In the shocking details of this sad event is a very obvious and valuable lesson for anyone who is involved in the challenge of serving and satisfying customers. However, I’m afraid there will be far too many in that category that will ignore this lesson simply because it involved an industry other than their own.

I believe one of the most valuable aspects of this particular lesson lies in the fact that ANYONE can fall victim to unsuspecting circumstances. Avoid the critical mistake of thinking it can’t happen to you. Prior to sharing some of the startling details of the scenario that still has the media in a feeding frenzy, let’s examine the organization in the center of all of the controversy.

When first hearing the shocking details of what sounded like a horror movie, I was indeed astounded to learn it was JetBlue generating all of the dissension. As you probably know, JetBlue is a very young, exciting, creative, low-cost airline that reminds many of industry leader Southwest Airlines. In fact, CEO David Neeleman and several members of his leadership team were once part of the Southwest family. Many credit the Southwest culture for many of JetBlue’s exciting innovations, which have garnered them so much positive publicity as well as a growing legion of loyal and very satisfied customers. That’s why so many were shocked to learn of the recent charges leveled at JetBlue during the Valentine’s Day blizzard!

  1. Hundreds of passengers on nine different flights were forced to sit aboard grounded airplanes for up to 10 ½ hours because of weather related delays in New York City! The storm grounded at least 1,000 flights in New York’s three major airports.
  2. Doors had to be opened every 20 minutes just to get fresh air.
  3. Food was made available during the 10 ½ hours — at a cost. Ex.: $3 for a cookie.
  4. Passengers were not allowed to leave the plane even though they were just yards from the terminal, which offered warmth, food, drinks, adequate bathroom facilities, room to move around, and a choice of whether to wait out the storm or return home.
  5. Passengers complained that they felt like prisoners as they were told nothing of the current situation or projected options.

These conditions seem very hard to believe — much less from an organization that has gained notoriety for their customer focus, concern, and support. They have invested so much in dollars, technology, training, marketing, and staff development in order to lead the industry in a variety of areas. They are, indeed, very unique in their efforts to offer a truly distinctive experience for any and all who choose to fly with them. For instance:

  1. Plush leather seats and more leg room than any competitor.
  2. Low fares, on-time arrivals and departures, comfort and great service.
  3. Every seat is provided with 36 channels of FREE live DirecTV satellite TV programming.
  4. Every seat is provided with 100 channels of FREE XM Satellite Radio.
  5. Fox TV programs and 20th Century Fox movies for its in-flight entertainment.
  6. In addition to the list of typical soft drinks and cocktails, you can choose from FREE Dunkin’ Donuts coffee and/or tea, Lipton Cup-A-Soup, or Hot Chocolate.
  7. Choose from unique FREE snacks such as “Terra Blue chips”, a brand of potato chips made from naturally blue potatoes, the official snack of JetBlue, and Jungle cookies, Wheat-Thins, Pistachio Biscotti, Chocolate chunk cookies, Jumbo Cashew Halves, and Doritos Munchies Mix.
  8. For those of us who have to endure the trials and tribulations of flying the “Red Eye” flights, JetBlue has even tackled that problem … something that no other airline has yet to attempt. On all overnight flights from the west, a very unusual “Shut-Eye Service” is provided. Customers are enticed to sleep with the help of a Bliss® Spa amenity kit containing breath-freshening mint lip balm, lemon+sage body butter, an eyeshade and ear plugs. Night owls can make the time fly by taking advantage of DirecTV or Satellite Radio, or stretch their legs with a visit to the complimentary, self-service snack bar in the galley. Then, just prior to arrival, customers are treated to a “good morning” service of hot towels and Dunkin’ Donuts coffee and tea, orange juice or bottled spring water. It’s hard to believe that no other airline has even attempted to address this delicate issue so dreaded by anyone forced to “Red Eye.”(The last two examples I’d like to share are truly unconventional and far exceed anything their competition has done, is doing, or will probably attempt to do in the near future.)
  9. Founder and CEO of JetBlue Airways flies on a different JetBlue flight every week in order to talk to customers to discover how they can improve their airline!
  10. JetBlue is very proud of their efforts to keep what they call “OUR PROMISE,” which is “To continue to bring humanity back to air travel.”

Think of their “Promise” as you review the circumstances that occurred in New York last week! All of their investment of time, training, dollars, technology, marketing, advertising, creativity, and innovation was immediately overshadowed by one single 10 ½-hour period of confusion, poor judgment, lack of communication, and bad weather! Have no doubt this is an excellent organization with a tremendous leadership team and dedicated staff. Jet Blue is a class act! It can happen to anyone at any time.

At what point did someone decide to keep those passengers captive for 10 ½ hours? Why weren’t buses ordered to return passengers to the terminal? Who decided not to order fresh food and water? How many poor decisions were made and why? We may never know. We do know this. CEO Neeleman provided more than 1,000 passengers full refunds, free roundtrip tickets, and a promise that this situation will never occur again at JetBlue. Will that be enough? Time will tell. Will anyone believe their “Promise” again? We’ll see. These kind of miscalculations can be costly. In 1999, a $7-million settlement was reached with Northwest Airlines on behalf of 7,000 Detroit passengers who suffered similar discomfort as a result of a snow storm. As a result of this recent occurrence, Congress is now investigating the creation of a “Passengers Bill of Rights.” If enacted, this could bring even more turmoil to an already tumultuous industry.

Hopefully, you may share my view of investing as much time and energy in reviewing “Worst Practices” as often as we do “Best Practices.”  Much can be learned from a balance of both approaches. If something as disastrous as this can happen to an organization as successful as Jet Blue, it can happen to you!  Have you prepared your staff for just such an occasion?  Will you be ready?  You’d better be!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Are You Happy with Your “Dash”?

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As I look back over the decades of my life, I recall a great number of valuable lessons. It seems as though each stage of our existence presents opportunities for greater learning.

One of my most memorable lessons was, while very simple, instrumental in my ongoing quest for continuous improvement. I learned that regardless of my age, experience, or station in life, there is always something new and exciting waiting to be discovered in every tomorrow. I am constantly amazed, enthused, and motivated by the vast amount of new knowledge I’m exposed to daily. So much so, in fact, that I feel obligated to seek out, utilize, and pass on as much of this knowledge as I possibly can during my short stay on this earth.

Through some very strange circumstances, which I’m not at liberty to share, I recently came across a very simple but life-changing poem which has inspired me to continue with my quest and the obligation I mentioned earlier. This poem consists of a mere 239 words arranged in just 36 lines. You can read it in less than a minute and a half. However, I’m certain you’ll then want to re-read it several times as it will inspire you to dwell on a number of your most personal inner thoughts about yourself, your life, and those who make it so very precious.

I could have easily obtained permission from the author to reprint her classic “thought provoker” right here for your ease and convenience. I chose not to do that. I think this gift is one that deserves to be earned and you can easily do so by simply visiting the home of this original classic.

Go to www.TheDash.net

When the page opens, you’ll see a list of options on the left.  First click on “Read the Dash Poem.” You can then read the poem as it is posted in its 36-line structure.

Or you might also want to click on “Listen to Linda Read the Dash Poem,” which you’ll find directly under the author’s picture. You will then hear Linda Ellis reciting the poem for you. It’s well worth it to hear the audio.

Or you can click on “Meet the Dash Author” and be whisked away to another page where you can load and listen to a 10-minute interview with Linda Ellis to learn of the background behind this incredible poem. Also, on that page, you can easily click on “The Dash Song” and hear this unique heart-touching poem rendered as a song by award-winning composer, songwriter, and singer Kirk Dearman.

When you’re finished, I think you might want to check that list of options again and click on “View the Dash Movie.” It simply shows you the poem again against the backdrop of some beautiful, relaxing scenes, which add so much to the original words. I come here often when I’m really stressed and I can’t believe how relaxing it is for me to view this very short production.

You’ll find other options on this page that allow you to hear Linda’s unique personal story, which led her to write this poem during a lunch break and how doing so changed her life forever. You’ll also find several other links that will lead you to interesting information about this simple but moving poem which has touched millions of lives and has literally taken on a life of its own as it made its way around the world!

If making this simple effort doesn’t bring a smile to your face, a tear to your eye or a lump to your throat … If it doesn’t cause you to pause to contemplate your current circumstances … If it doesn’t evoke a deep appreciation of many things you’ve taken for granted … If it doesn’t encourage you to re-evaluate and re-dedicate yourself to achieving personal aspirations known only to yourself … Then I have sadly misjudged you and do indeed apologize for wasting your valuable time. My guess is that you will return to this site often to relax to the short movie, listen to the song once again or maybe even laminate a copy of the words to keep close by when you need them most as I did. One thing I’m almost certain of … You’ll certainly focus more on living your “Dash” in a more gratifying and worthwhile way than ever before as you continue on that never-ending journey for greater knowledge to savor and pass on.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Exceptional Customer Service Again Threatened

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I recently read a very interesting, although somewhat alarming, article revealing the top 10 U.S. jobs that are rapidly disappearing before our very eyes. Obvious explanations are stated, and there are several for each occupation.

As you might expect, technology has played an intricate part in eradicating jobs that many of us might have expected to remain status quo for decades to come. Outsourcing and off shoring have already negatively impacted a variety of industries, and repercussions are predicted to target a growing number of U.S. jobs.

These influences, of course, are all very significant issues that must be taken very seriously by employers in every enterprise today as we face a very competitive global marketplace. However, as I reviewed the Top 10 jobs that are threatened more and more every day, another major issue became very apparent. Take a closer look at numbers one and four.

Here are 10 jobs that are shrinking fast:

  1. Cashiers
    Cost-effective self-check-out lanes are becoming very much the norm today from coast to coast. This new concept requires one employee to oversee as many as 8 to 10 check-out areas. It won’t be long before you won’t even have to remove your merchandise from the cart.
  2. Couriers and Messengers
    There are faster ways to send messages these days … e-mail and fax. In addition, some legal and financial documents are now signed online and sent electronically.
  3. Inspectors, Testers, Sorters, Samplers and Weighers
    According to the U.S. Department of Labor’s Occupational Outlook Handbook (OOH), companies are increasingly using automated inspection equipment.
  4. Customer Service Representatives
    Instant messaging software, automated response systems, automated voice-mail systems, or web site FAQ pages are already being used extensively, and the OOH is predicting great strides in the technological impact we can expect in these areas in the near future.
  5. Book Binders
    Much of this work is currently being outsourced to inexpensive overseas labor. In addition, the OOH is predicting much less demand for printed material and an increasing reliance on digital publications.
  6. Film Processors
    Look what digital cameras have done to professional photographers. Today, many people have digital cameras or camera phones that use electronic memory to store images. If you have a computer and printer, you can download, retouch and print out your own photos.
  7. Fishers and Fishing Vessel Operators
    Not only is this a very dangerous job that keeps fishermen away from their homes for long periods of time, but weather conditions are also becoming very unpredictable. Decreasing supplies of fish stock plus the rapidly growing advent of “fish farms” is creating an adverse effect on the retention of fishermen.
  8. Electronic Home Entertainment Equipment Installers and Repairers
    It seems that almost every year advances in technology are driving prices lower while making these products more and more reliable. Many consumers today find it cheaper and less of a hassle to replace a product than to have it repaired.
  9. Procurement Clerks
    Warehouses, transportation vehicles, and retail stores today are equipped with technology that tracks merchandise en route to its final destination, keeps track of how long it’s on the shelf, and automatically reorders more merchandise as the products pass through the cash register.
  10. Power Plant Operators
    Again, technology steps in with automatic controls and computerized equipment. We’re even importing energy from other areas in many cases.

As we review jobs one and four think about this question. How will removing cashiers as well as customer service representatives from the workforce impact an already decreasing level of customer service in this country? While technology and automation can add speed, increase reliability, and reduce cost for the business involved, how will that impact the frustrated customer who already feels that no one really cares anymore?

As businesses save dollars by modernizing, they might consider investing some of that savings in finding a way to nurture those dispirited patrons who are ready to take their loyalty elsewhere. While these new strategies may prove very advantageous for some business owners, they could very easily become disastrous for others.

Many organizations practice the philosophy of eliminating employee training when times get tough, the economy is bad, competition increases, or belt tightening is required. Maybe these situations could be more successfully dealt with if employee training was increased and customer satisfaction and loyalty became the FOCUS of the organization. Profitable, growing organizations seem to utilize that strategy quite well. It’s amazing that those who are struggling never seem to recognize that reality.

Fear not, the above jobs will probably never disappear totally. It seems as though every time one job disappears, another is created. Those who used to make buggy whips moved on to produce the automobile. And you can count on the fact that there will always be a part of the population that doesn’t conform to the latest technology. However, as demand for some of these jobs decrease and we choose to have less and less “human contact,” we best not lose sight of the customer who is so greatly impacted by such choices. Continuing to provide unparalleled customer service and satisfaction could very well become a decisive factor in the success of your business. This is especially true in the case where your competition has chosen to sacrifice this strategy to save a few dollars.

Outsource, offshore, modernize, automate, downsize, right size, strategize, or worship at the throne of technology, but never forget that your customers will determine your ultimate success or failure. There have been many who have disagreed with that notion … but they’re no longer with us.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Don’t Get Baby Boomed out of Business!

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There’s an epidemic on the horizon.

It’s coming as certainly as tomorrow is.

It will be the demise of many businesses that currently flourish.

Leaders from coast to coast know it’s coming and how devastating it will be.

They refuse to acknowledge the danger. They refuse to prepare for its assault.

They will pay the price. They will inevitably become victims.

If all of the above is known by so many, why are so many doing so little to prepare for what we know will occur? Whew! Come up with an answer for that one, and your financial future is indeed secure!

Here’s the bottom line: 82 million Americans, known fondly as “Baby Boomers,” were born between 1946 and 1964. One-fifth of our American workforce will be reaching retirement age by 2020, meaning that 25 million people are currently poised to leave the workforce.

The Baby Boomers have always been on the cutting edge of cultural trends, and they all seem to revolve around the letter “R” … recreation, radicalism, racism, rock ‘n’ roll, rebellion, road rage, religion, reality, relaxation, Rogaine, and real estate. There are more, but the Big R has yet to rear its ugly head … retirement! When it does, and it won’t be long now, it’s going to have a tremendous impact on corporate America!

There will be a mass exodus that will catch most leaders flat footed. They will claim ignorance stating that they were caught unaware—had no clue it was coming. There will be a extraordinary shortage of workers to fill jobs. In addition, and maybe most frightening, there will be a “brain drain” that corporate America will feel for decades.

In our travels from coast to coast, we have noticed the very obvious fact that those involved with this phenomenon, which is just about everyone in today’s business environment, are rapidly falling into one of two very distinct categories:

  1. Those who are unprepared and destined, as a result, to fail to varying degrees. Some in this category will lose market share, be forced to downsize, reduce production, close facilities, and, in many instances, simply vanish. It’s that simple.
  2. Those who have analyzed the demographic evidence, heard the message, believed it, and are proactively preparing for the inevitable reality that we know will come sooner than later.

Let’s focus on the potential survivors and review some of the proactive strategies they’ve chosen in preparation for the oncoming erosion of talent and probable skills drain. In no particular order:

  • Entice older workers to stay on the job past retirement age by embracing partial retirement, telecommuting, and job sharing arrangement. Hang on to these valuable assets until you get enough people coming in behind them that are not only trained but proficient.
  • Utilize your “veterans” as mentors in one-on-one training situations or as team leaders to groups of younger workers. Allow them to share their decades of education, experience, failures and successes, networking benefits, and on-the-job enlightenment. Let them share their personal insights on customers, vendors, culture, products, services, policies, procedures, strategies, and everything it took them decades to accumulate. Reducing the learning curve could be invaluable.
  • Start training younger employees more thoroughly than ever before. Start sharing more information at every level of the organization. The more an employee knows about the business, culture, history, strategy, products, services, future goals, etc., the more that person feels like a true team member who has a stake in the future success of the organization.
  • Set realistic expectations for everyone, hold every member of the organization accountable, and provide consequences (both positive and negative) that will encourage success and growth.
  • Determine what mechanisms and programs must be put in place now to capture key competencies and critical work knowledge of employees who will be retiring. Realize the fact that you’re facing a skills crisis versus a simple loss of bodies.
  • Fill the pipeline behind retiring experts with workers who have the education and skills to master increasingly complex manufacturing technologies and processes.
  • Keep an open mind and investigate the possibility of outsourcing. While you may be totally against the entire concept today, you may discover it to be your salvation tomorrow. Do some research, consider alternatives, weigh the pros and cons, and do it today by choice rather than tomorrow by necessity.
  • Build your Bench. Many of our clients have created a program and/or strategy to start preparing existing employees, who have been identified with leadership potential, for crucial roles in future endeavors. This strategy has numerous benefits to everyone involved. If you’d like more information on this approach, please feel free to contact us through our website.
  • Start researching options TODAY. There are numerous resources available to anyone willing to begin preparation for what will be one of the greatest challenges any business will face in the future.

There are many who compare this threat to Y2K and feel there’s nothing to worry about. However, unlike Y2K, which vanished from the national consciousness at the stroke of midnight, Baby Boomer Brain Drain has already begun in many industries and will continue to impact organizations for decades to come. Has anyone considered the fact that Y2K was not a major disaster because we identified possible tragedies in advance, created strategies to prepare for the possible pitfalls, and took proactive ACTION to protect our assets?

This challenge is not limited to a certain industry. It will impact any business that depends on employees to succeed. Those who aren’t on top of this critical issue are taking a tremendous risk. Employers who wait too long may very well run out of time and options. Can you risk it? If not, take action now!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Lucky Seven Spreads Wealth

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Christopher M. Knight’s Top7Business is a resource that you’ll want to revisit on a regular basis because it offers an unending, ever-growing source of business information on just about any subject you might be interested in. Article-writing and marketing expert Christopher M. Knight has drawn upon the expertise of more than 100 unique contributors to provide business building tips, secrets, suggestions, and strategies to build your business … regardless of what it may be. Entrepreneurs, business owners, executives, CEOs, chairpeople, coaches, start ups, home-based businesses, and multi-million dollar organizations visit this site regularly for brief seven-point lists on a vast array of business subjects designed to assist them in building and growing their businesses in the shortest period of time.

Knight created Top7Business in 1998 in hopes of finding a way to impact and provide value for millions of people, and this web site and corresponding e-mail newsletters have become the vehicles to that end.

I can’t even begin to scratch the surface of the many actual titles you’ll find on this site. However, here’s a list of the categories you can browse in search of the list that will meet your personal need(s). I found a category that offered only one list and another that offered 124 lists. Take a look for yourself. It’s well worth your time. One visit and you will return.

  • Vision
  • Marketing
  • Innovation
  • Leadership
  • Motivation
  • Advertising
  • Negotiation
  • Goal Setting
  • Selling Tips
  • Cool Quotes
  • Success Tips
  • Internet Tips
  • Time Mastery
  • Public Relations
  • Web Techniques
  • Personal Energy
  • E-mail Strategies
  • Presentation Tips
  • Customer Service
  • Pricing Strategies
  • Management Tips
  • Search Engine Secrets
  • Writing and Speaking
  • Computer Suggestions
  • Career & Employment
  • Attraction & Abundance
  • Wealth Building / Finance
  • Self-Help / Self-Improvement

In addition to finding a wealth of information, you may be interested in checking out the many discussion forums, submitting your own lists, or signing up to receive new lists as they’re generated. Why not take a moment and check it out right now?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Tips for Business Meetings, Banquets, or Luncheons

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Since the first of the year, we have experienced a marked increase in the number of web site visitors to the page on “Meeting Planning – Luncheon and Banquet Tips.” We’re not sure if this is a seasonal phenomenon, whether it’s the result of increased web traffic, or a combination of the two.

Regardless, we felt we should certainly add this information to the “Resources” area of our blog. The article is short and precise but focuses on the critical aspects that are often overlooked when planning business meetings, banquets, or luncheons. The article shares room set-up and timing issues that one might think would be obvious. However, I’ll bet you remember more meetings for what went wrong or for lack of preparation than you do for those that ran smoothly.

Got a business meeting, banquet, or luncheon on your planning schedule? Visit the page on “Meeting Planning – Luncheon and Banquet Tips” to take advantage of some critical tips that will insure your success, reduce your stress, and impress those attending your event.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Fast Company: A Vital Voice of the Changing Business Industry

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It doesn’t matter if you’re a globe-trotting corporate CEO or a frustrated cubicle dweller dealing with the day-to-day business challenges on the front lines … you should be reading FAST COMPANY. This magazine has been an informative and vital voice of the changing business industry since 1995.

I often poll audiences at seminars or keynotes to see how many people are aware of this tremendous resource, and I continue to be amazed at the results I get. A good number of those in attendance have never heard of the magazine even though it’s been around for well over a decade. Those who acknowledge their familiarity with FAST COMPANY go on to share that they have been reading it faithfully for years and find it an extraordinary asset for a variety of reasons.

FAST COMPANY is a full-color monthly business magazine that reports on innovation, digital media, technology, change management, leadership, design, and social responsibility. As our competitive global business environment has continually changed, so too has this cutting-edge publication. For instance, I often review past issues in my research on various projects. I recently came across a June 2000 issue that contained 419 pages. That was very typical in those early years. The average copy today will average anywhere from 12 to 15 pages. However, you still have access to a vast amount of material via perpetual linking suggestions and access to a state-of-the art web site. I have witnessed constant changes in page size, number of pages, format, design, features, and leadership. It’s obvious that these changes were not made for the sake of change but rather to keep abreast of publishing challenges in this day and age of rapid change and on-going chaos. I salute them for doing what more businesses and organizations should be doing … changing with the times. Some of those changes, of course, were a result of earlier mistakes. They’ve been criticized by many for a variety of reasons. However, they’ve made changes, tried new approaches, bounced back and continue to improve. For instance:

  • Fast Company is a beacon to new industries, especially those tied to the internet.
  • Regardless of your industry, you’ll find smart attitudes and information that provide the particulars of leadership and organization.
  • There seems to be something for everyone as they offer current news, cultural commentary, business reporting, and entrepreneurial insights.
  • You’ll find on-going tips and strategies for working in teams.
  • You’ll read very candid interviews with leaders of today’s leading-edge companies.
  • It’s thought provoking, explores all sides of complex issues, but never tells you what to think.
  • You’ll discover practical tools and tactics from must-have gadgets to how to handle an ever-growing volume of e-mail.
  • You’ll find out what’s happening all over the cover from Wall Street, Silicon Valley, Harvard, and even Las Vegas.
  • It’s been dubbed the Fortune Magazine for today’s generation.
  • It’s considered the bible for those working for themselves.
  • Fast Company debunks old myths and discovers new legends.
  • It features smart people working in smart companies while still having serious fun.

As if all that weren’t enough, check out the web site at www.fastcompany.com. You can read the entire magazine online before taking advantage of all the other bells and whistles. In addition, check out such other features as the archives, dozens of online guides (collections of previous articles), the blog, podcasts, readers network, the Fast 50, the Fast companies database, and events.

It also has a variety of resource centers that include: leadership, innovation, talent and careers, sales and marketing, learning, design, networking, travel, and technology. Talk about one-stop shopping for information. This is it. There are many other features, but you should check those out yourself. You won’t regret a visit to this site.

You can also take advantage of all the benefits available to those who join “The Company of Friends,” which is Fast Company magazine’s readers’ network. It’s a global online and offline community of self-organizing groups of forward-thinking business leaders and innovators. Members help each other improve their career, companies, and communities. There’s no charge at all and you can learn more about it by going to www.fastcompany.com/cof and checking out their FAQs.

Bottom Line … Fast Company is the magazine for a generation of business leaders with high expectations of their companies—and even higher expectations for themselves. You owe it to yourself to at least take a glance at this potential powerhouse of information.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Tips for Choosing a Great Book

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Over the holiday break, I received a call from a client who wanted to chat about our book reviews. She said her husband used our reviews to determine the best books to purchase for his key clients as gifts for special occasions. During our conversation, she asked me a question that actually caught me a bit off guard. She asked, “How do you decide which books to spotlight on your web site?” I really hadn’t given that much thought before. I started sharing some of the factors I took into consideration and soon had an interesting list. I thought the content might be useful to some of you who enjoy reading and would rather not waste your time and money by making a poor choice of reading material.

Please keep in mind that these guidelines are what I use in choosing a book to review. They may very well fail to meet your needs. I must choose titles that I feel will benefit our vast variety of clients by meeting their individual needs. You, of course, must determine your own content needs and desires. However, once you’ve done so, you might find these tips helpful in finalizing your decision.

Once I focus on the content I’m looking for, I then take the following areas into consideration.

The Author
Does he/she have a reputation of knowing the subject matter? Does the author have a writing style I enjoy reading and can easily comprehend? Has the author written other books that have been readily accepted by the reading public? (Note: I’ve also read many excellent books that have been written by first-time authors. Be flexible here.) Does the author utilize some of the techniques I describe in this article?

A Catchy Title
Obviously you don’t buy a book for the title alone. However, once you know the content you’re looking for, the title reveals much about the content. I’m looking for a title and subtitle that immediately tell me what the book is about while still telling that this author has a sense of humor and creativity that can immediately catch my eye. Chances are good that if I find those characteristics in the title, I’ll find them between the covers as well. Humor and creativity will certainly enhance my read. Examples: Sacred Cows Make the Best Burgers, Climbing the Ladder in Stilettos, and Waiting for Your Cat to Bark?

                    

Jacket Content
The author has limited space to attract my attention and convince me to purchase his/her offering. What they do with the front and back of the jacket cover can make a big difference to many potential readers. Title, subtitle, color, design, print size, use of graphics/pictures, and quotes from noted authorities in the same field can combine to draw me in or send me on my way. Inside, the front and rear jacket flaps should give me a good idea of what lies within, the style and credentials of the author, and the credibility of the content.

Table of Contents
A quick glance at the table of contents is very important to me as it’s much like examining the blueprint of a major project. It’s an excellent indicator of whether this content can and will meet your particular needs and desires. It can be an excellent book without meeting your personal criteria, but will that be useful to you?

The “BIG THREE”
Every author should be well aware of the fact that his potential readers fall into one of three categories when it comes to reading styles. We are dominantly auditory, visual, or kinesthetic. Auditory readers are very comfortable and best comprehend content by simply reading the words or having the words read to them. They may very well get more from a book recorded on cassette or CD. Visual readers interpret the message better if the words are accompanied by pictures, graphics, charts, etc. Kinesthetic readers master content much more successfully by utilizing the “hands-on” approach to learning. They especially enjoy exercises at the end of each chapter, assignments, links to web sites for further study, etc. Knowing the BIG THREE should encourage any author to include something for each style of reader. I’m constantly amazed when I find a book by a reputable author that is nothing but the printed word from cover to cover. He/she obviously has not provided something for the latter two styles.

A quick flip of the pages will tell you if the author has considered the various styles of potentials readers. In addition to what I mentioned above, look for various sizes and styles of font, bullet points, steps, chapter summaries, stories, analogies, notable quotes that easily stand out, icons, lists, boxed content, color, book lists, appendix, index, questionnaires and maybe even a CD or DVD attached to the back cover. That author should be doing everything necessary to meet your needs as well as providing an enjoyable experience for you.

Not every book will meet every one of the guidelines mentioned here. However, the more you find available to you as a reader, the more you’ll enjoy your learning endeavor. If you’re one of the growing number of people today who would like to be able to read more but simply can’t find the time, be sure to check the Resources area of our blog and read the article titled “Read 52 Books Next Year!” You’ll be amazed at how easy it really is!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Good Customer Service = Customer Retention = Great Profits!

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This article is a prime example of what we can gain from utilizing the “Three L’s” (Look-Listen-Learn) if we simply maintain an open mind and an intense focus on facts.

J.D. Power and Associates recently released the 2006 “Top Loyalty Ratings” for the Automotive Industry. (NOTE: Check our Resources page for a detailed description of this respected reference.)

This list reflects the top ten automotive manufacturers that are doing the best job at retaining customers. Please note that of the top ten car models listed, only three are American made, and those three are ranked 6th, 7th, and 9th!

Top Loyalty Ratings
1. Toyota – 63.9%
2. Lexus – 63.2%
3. Honda – 60.3%
4. BMW – 56.5%
5. Scion – 56.3%
6. Cadillac – 55.5%
7. Chevrolet – 55.3%
8. Mercedes-Benz – 53.6%
9. Ford – 53.3%
10. Hyundai – 51.6%

This is so important in today’s very competitive global marketplace. It’s been proven time and time again that customer satisfaction has a great deal to do with customer retention. It’s long been said that it’s much easier and less expensive to maintain your current customers than it is to attract new customers from your competition. No wonder, then, that Toyota, which makes more profit than any other automaker, tops J.D. Power’s Customer Retention Study.

Although this study reflects conditions in the auto industry, you’ll find very similar results in most other industries as well. A strong customer service focus leads to much greater customer retention which, in turn, reduces cost and increases profits. Bottom line—SUCCE$$. Again the age-old, time-tested refrain of “This isn’t rocket science!” comes to mind.

Here’s the real “brain-buster.” If the above formula is continually proven to be true across industries, why are customer service levels at an all-time low? Why is there less customer service training taking place at a time when it is needed more than ever before? Why is this type of training one of the first things to be cut from a shrinking budget when it should be the last? Answer these questions, share your answers with me, and we’ll co-author a best-seller that will lead us both to a national book tour and an early retirement!

Ramblings of a mad man—yes and no. “Mad” as in insane—I think not. In fact, anything but! “Mad” as in “fed up,” “angry,” “enraged,” “furious,” “irate,” “incensed,” and “not going to take it any more”?—yeah, pretty much—along with millions of other customers who have been ignored, abused, disrespected, insulted, and led to believe we are of inconsequential value and really contribute little or nothing to the success and/or longevity of the business.

Think back over the past month as we approached the busy holiday season. Think about your visit to a retail store, restaurant, theater, hotel, airport, hospital, insurance office or anywhere you may have spent your hard-earned income. Reviewing all of your experiences, what percent would you consider “excellent” service? What percent would you consider to be “average” and what percent would you deem “unacceptable”?  It’s a pretty safe bet that your experience reflects that of the rest of the nation.

While it’s pretty effortless to take shots as those we just reviewed, I would challenge you to openly and honestly “re-frame” your thinking and answer the following question. If I were to call or visit your place of business and be asked to rate the level of service I received, what kind of results do you think would surface?

Try it—and be brutally honest. Then ask your peers to do the same. Then your leadership team. Then a few of your customers. The results should instinctively lead to some immediate discussion producing a game plan for doing more of what you’re doing well,  eliminating what you’re doing wrong, and/or adding what’s needed. Do nothing, and you’ll discover how simplistic it is to accurately predict the future of your organization.

Remember the formula?
GOOD SERVICE = CUSTOMER RETENTION = GREAT PROFITS = SUCCE$$!

Apply the “Three L’s” (Look-Listen-Learn). Review it, discuss it, benchmark those who do and do not model it, apply it, repeat it, celebrate it, live it, and reap the benefits!  Ignore it … and pay the price!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.