Live Your List

If you cannot read this, please click here for an online version.

Live Your List

Whenever I have the chance to speak to leaders, I typically talk about the need to balance life and work. Everyone’s life can get out of balance, but if you contemplate and actually write-down your personal priorities, you have a better chance of moving back to a balanced “center” when things get crazy.

You may have heard about the events in my life over the past 90 days. We sent out the first addition of this newsletter the day before the near-tragic incident. It has resulted in my deeper understanding of our need for balance in life. My faith has also been confirmed throughout the ordeal.

My son was one of seven young men that were trapped inside a collapsed building on February 5 when a Category F-4 tornado hit Union University in Jackson, TN. “Collapsed” is actually not the most accurate description of what occurred; the building was actually left as just rubble after the tornado hit. My son was trapped for almost four hours under what the first responder firemen described as two to three tons of concrete, wood and steel that was 25 to 30 feet deep. All seven of the young men survived. Kevin was the fifth guy pulled out. The paramedics said when they arrived, “there was no way that we expected anyone to be alive or to survive” but thankfully that was not the outcome. Everyone is on the path to recovery. We have redefined the phrase, “We are blessed.”

Since my son was the only one of four guys kept in the hospital that could talk, he quickly became the “voice” of the injured and over a three day period was interviewed by CBS News, Fox News, and many local newspapers and television stations. I felt proud as I listened to him share more than just a story of fear. His was a story of faith. Just days before his 21st birthday, he shared stories that made us cry and made us laugh. One of his best quotes was given to CBS News although it did not make the cut on TV. He said, “If anyone ever asks you where God is, you tell them that He was 30 feet deep, right beside all of us that were buried. We felt his presence…” He is working on a written form of the event and we may share it in book form at some point in the future. You can see photos and videos, read articles and follow the story at a blog that we created to keep friends and family informed throughout the ordeal: www.kevinstatus.blogspot.com.

The stories of first responders and their heroism would require pages of details. We thank them for their ability to put the lives of others before their own safety. We also are so thankful for the prayers of friends, family and complete strangers around the world. We don’t understand now why our son, the other six guys and the other 1100 students on campus that day all survived but we are excited to see what God has in store for their lives!

So, the next time you see me speak, and I have the opportunity to tell you about creating a list of personal priorities
(write your list, post your list, live your list) there may be some tears - as I share the depth of how important this concept really is.

Bob Furniss

Give Your Huddles More IMPACT

More and more every day - in retail stores, airports and in call centers - I see managers engaging their teams in what I would describe as team-huddles. I see employees standing in a circle - huddled around their manager - getting direction for the day or the next shift. I believe these huddles can be one of the most productive 10 to 20 minutes of the day for a frontline manager.

Benefits include:
• Gives you face-time with your team.
• Offers a great way to get a “feel” for the morale of the team before they step in front of your customers.
• Provides the opportunity for YOU to impact their attitude for the day.
• Allows time to share information in person.
• Offers time to talk about a new policy or remind them to read a memo or email that may impact the level of service given to the customer.
• Provides the perfect opportunity to recognize success. Don’t forget to recognize those that are improving and not just the top performers.
• Allows time to recognize something personal about specific team members – birthdays, anniversaries, community involvement, etc.

While the benefits are many, without proper planning, these huddles can also have a negative impact on the team. Planning the content of the huddle is a requirement for success. Use this time to offer positive feedback. This is not a time to deliver “bad” information. Here is a good plan for a successful huddle – I call it the Impact I’s:

• Inform – Share information with the group that will empower them to make better decisions when talking to customers. Be sure to include the “why” as well as the “what.” When a customer is not happy with a new policy or process, it is very important that employees know why the company made the change.

• Involve – Ask for feedback and seek questions and counsel. Several times each month pass a magic wand (a stick or hat also works) and ask, “If you could change one thing about your job, what would it be?” Be sure to act on the issues.

• Include – Use this time to allow the team to interact with each other and build relationships. Ask a silly question and have everyone give an answer. Be creative and you will be able to build a stronger relationship with your team. Suggested Questions: “If you could be anywhere right now, where would it be?” “If you were planning a special Saturday with your family or friends here in the city, where would you go?” “If you could go to dinner with anyone who would you choose?” Be creative!

• Inspire – I often say, “We can motivate employees to change behavior temporarily but we can inspire them to personal greatness.” Spend time preparing for this part of the meeting. Recommend a great book; share a quote from a famous person. Tell them a story about a happy customer. Tell them about a story that you have read in the latest leadership book that you are reading (I assume that you are reading consistently, right?) Recognize success of individuals, the team and the company.

It takes time to build an effective team. Use your huddles to take steps toward Leading With Your Heart!

Cartoon of the Month

Strategic Consulting

Touchpoint Associates has helped hundreds of businesses define the future and build actionable plans to get there.

“Touchpoint Associates gave us a clear path for improvement. The Strategic Snapshot became our actionable point-of-reference for improving our service for our entire support structure.”
~ Vince Kellen, VP of Information Services, DePaul University.

Click Here For More Details

Operation Impact

Bob recently created a half-day in-house seminar for frontline managers. Based on years of hands-on management and consulting experience, Operation Impact will dramatically improve the service in your organization. Contact us today for an introductory price good through April 30.

“I took away more from those few hours than I have from all of the seminars, workshops, presentations and conferences I have ever attended.”
~ Debra Mathieu, Blue Cross Blue Shield of MA.

901.230.0567 • 6870 Dovefield Lane • Bartlett, TN 38135 • bob@bobfurniss.com
www.bobfurniss.com