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What Kept Me Awake Last Night

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Too Busy to Work Smart

January 4th 2007

I read a short story by Stephen Covey that illustrates the importance of not only working hard, but working smart.

Here’s Mr. Covey’s short and impacting illustration:

“Once upon a time, a very strong woodcutter asked for a job in a timber merchant, and he got it. The pay was really good and so were the work conditions. For that reason, the woodcutter was determined to do his best.

His boss gave him an axe and showed him the area where he was supposed to work.

“The first day, the woodcutter brought 18 trees. ‘Congratulations,’ the boss said. ‘Go on that way!’ Very motivated by the bosses’ words, the woodcutter tried harder the next day, but he only could bring 15 trees.

“The third day he tried even harder, but he only could bring 10 trees. Day after day, he was bringing less and less trees.

“‘I must be losing my strength,’ the woodcutter thought. He went to the boss and apologized, saying that he could not understand what was going on.

“’When was the last time you sharpened your axe?’ the boss asked.

“’Sharpen? I had no time to sharpen my axe. I have been very busy trying to cut trees…’“

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Ron Goch, The Telios Group
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Be In a Position to Make a Play

November 14th 2006

One of my favorite sports growing up was football, and I enjoyed both playing and watching the sport.

I primarily played on defense, but also enjoyed playing offense and especially liked participating on the specials teams.

My coaches often told me that I needed to put myself “in a position to make a play.” As I recently watched a football game, I paid particular attention to the defensive backs and linebackers as they dropped back in their pass coverage, and just as they settled into their pass coverage areas, the quarterback attempted to complete a pass to a receiver.

The pass was deflected by a lineman, and the middle linebacker was in position to intercept the deflected pass. However, if the player wasn’t “in position to make the play,” he would have missed out on the interception and the pass likely would have simply fell to the ground.

In business, “being in position to make a play” is equally important. If we’re out of position, out of balance, or simply just not organized which places us out of position, we’re unable to take advantage of opportunities or maximize opportunities presented to us each day.

Quite simply, if we can place ourselves in a position to make a play each day, we’re going to experience greater success on a consistent basis.

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Ron Goch, The Telios Group
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Airlines Look Beyond Tickets for Revenue

November 13th 2006

The airlines have become more creative with generating revenue beyond ticket sales, and they should be applauded for their creativity and resourcefulness.
 

As a frequent business traveler, I prefer the airlines develop strategies to generate revenues beyond ticket sales versus simply increasing airfares.
 

One of the first moves airlines made a few years ago was advertisements on the tray liners. Some of the airlines then began offering headsets on flights for $2. Some people laugh and some complain about the charges, but I see many headsets sold on each flight and there’s no doubt the airlines are making a lot of money from people who choose not to bring their headsets on a flight.
 

The next revenue idea was pulled from the seat pocket on each plane when the airlines began carrying air-sickness bags with advertising on them. Again, some people laugh, but consider that one airline carrier is pulling in $10 million in annual revenue from the bag advertising and other similar initiatives.
 

There’s no doubt the airlines are laughing too!
 

In the latest story I read, the airline flight attendants became upset when they were asked to distribute coupons for a chain of ice cream stores. Again, I think this is a great idea and most passengers – especially ice cream lovers like myself – would appreciate the offer extended by the airlines.
 

The lesson airlines – and all of us – can learn from this latest move by airlines is to ensure proper communication with employees (especially those expected to distribute the coupons) prior to executing the promotion.  The feedback, thoughts and ideas employees provide is priceless and will assist in creating a positive experience for all involved.
 

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Ron Goch, The Telios Group
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Doubletree Says “Welcome” With Cookie

October 24th 2006

I checked into a Doubletree recently and soon after receiving my key and directions to the elevator, the receptionist handed me an envelope with a warm chocolate chip cookie.
 

For those of you who have stayed at a Doubletree hotel, you know this experience first-hand. The cookies are thick, warm and the chocolate chips melt when you sink your teeth into them.
 

As I took my second bite into the cookie, I read the writing on the envelope which said: “Why a cookie? Simple. Cookies are warm, personal and inviting. Much like our hotels and the staff here that serves you. So, many years ago we decided to start giving our guests fresh-baked cookies at check-in, as a symbol of our unique kind of hospitality and commitment to comfort. In other words, we think cookies are the perfect way for us to say, “Welcome.”
 

I like it and think it’s a great way to say “Welcome.”
 

How do you and your business say “Welcome” to your clients or guests? Is it warm, personal and inviting like the Doubletree’s cookies?
 

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Ron Goch, The Telios Group
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The Importance of Taking Notes

October 19th 2006

Are you someone who takes notes? Whether you’re in a class, seminar, meeting with a client, or just want to remember something, do you take notes?
 

I’m a note taker. I’ve always been a note taker ever since I can remember. I tell people, “If I don’t write it down, I may not remember it.”
 

There are plenty of examples to validate that fact!
 

Michael Howe concluded in a 1970 study that students were seven times more likely to recall information one week after it was presented if the information had been recorded in their notes. Howe argued that “the activity of note writing per se makes a contribution to later retention…”
 

I don’t know about you, but I know I’m seven times more likely to remember something if I write it down.
 

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Ron Goch, The Telios Group
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Empower Your Team to be Extraordinary

July 21st 2006

Yesterday I posed the question “Are you ordinary or Extraordinary?” Today’s question is “Have you empowered your business operations team members to say “Yes” to your customer’s requests?”

If so, good for you! If not, why not?

If I had to guess, “I’ll need to check with my boss” is likely more common than a team member smiling and saying “Yes, I can take care of that for you!”

Why be like everyone else with standard policies and procedures when you can do the unexpected for your customers, standout from your competitors, and deliver extraordinary customer service?

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Ron Goch, The Telios Group 

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The Importance of Having a Succession Plan

July 12th 2006

I read an interesting Brandweek Q&A regarding Callaway Golf and the importance of each business having a succession plan in place.

The Q&A with Bill Knees can be read in its entirety here.

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Ron Goch, The Telios Group 

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Lessons from the Movie Business

June 26th 2006

Have you gone to a movie theater lately?  How about those concession prices?  Outrageous, don’t you think?
 

Well, I read an article last week about how the movie industry is in a three-year rut – you can check out the article here – and I couldn’t help but think about the sports industry and how concessions prices at many sporting events are fairly high.  On average, they’re not as high as the theaters, but in my opinion, they are expensive, especially for your average family.
 

In addition, the article referenced how technology is easily making movies accessible outside the theaters.  Sports have become equally accessible to its fans from receiving scores on your cell phones to watching live web casts of games.
 

The movie industry is in a reactive mode to reinvigorate the moviegoers experience.  Could the sports industry be far behind?
 

Unlike movies, sports fans have the opportunity to see their favorite sports team live in action, which is much different experience and challenge the movie industry is presents.  However, fans can access the live telecasts, web casts pod casts from computers and hand-held devices, and these are realities the sports industry must deal with now or face similar attendance slides as the movie business.
 

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Ron Goch, The Telios Group
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