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Stay Focused: The Little Things That Matter

Do you ever feel a little overwhelmed – or a lot? Do the mountains of to-do’s seem overwhelming or the projects seem daunting?

Sanity comes from being able to maintain productivity in highly demanding environments. If you wonder about the magic of how people take on huge projects and complete them so effortlessly, there is a simple secret:

Take it apart and break your desired outcome into achievable parts, called milestones. This has three overall positive results:

  1. Sense of accomplishment: You feel like you are really in a zone of productivity when you can check off item after item you have completed.
  2. Ensures project success: By completing each milestone you take one step close to completing your quest while destroying possible obstacles to success.
  3. Lessen stress: In Aikido, I learned the phrase “Mizu no kokoro”, or mind like water. In simplest terms, the concept is that you react exactly like you should in the given situation. When you are able to focus and deliver results, it’s a great way to reduce the stress.

However, one key component of the “break-down” is that you maintain the context of your milestones in relation to your overall vision. That is, all of your roads (milestones) must lead you to Rome (your outcome). Get everything else out of the way, or set a time when you know you can focus.

“You’ve got to think about the big things while you’re doing the small things, so that the small things go in the right direction.” – Alivin Toffler

All too often, in our daily activities, we allow ourselves to lose focus of our vision and focus on the problems at hand. This causes us to replace our original goal with a smaller much less meaningful goal that was originally  stepping stone in our project; it just seems to find it’s way in!

It’s easy to get stuck in the proverbial weeds; When this happens, I’ve always found it best to step back and ask that clarifying question, “Why was I doing this again?”

Only when we overcome these tasks in the context of achieving our grander plan, do we feel as if we are truly progressing towards a path of accomplishment.

Did You Get the Email?

Did you ever get one of those emails?

Maybe it started with something like, “To Whom This May Concern” or “Dear Management”, but it always ends with that deflating sense of  WTF (and don’t make me spell that out for you).

The worst of it is that you worked your tail off on a product, a service, or simply putting on your smile while you went about your business; for what, so this one person can take such delight in raining on little ‘ole you?

What was your reaction — your instinct upon reading it?

I start to feel  it in my ears — the tips start burning. Then I get tunnel-visioned and want to pick up a hammer and smash the monitor in. Hmmm, I wonder where the phrase, “don’t kill the messenger,” came from?

I’ve found myself feverishly writing a hasty response back, and have found so many times it only served one purpose — to make me feel better, vindicated even.

But what is this person really trying to tell you? Is it really a personal attack?

In my 15 years of using email as a vital ‘productivity tool’, I’ve never seen one issue solved by writing back to such an email. Instead, stop and read between the proverbial lines, then engage with them, in person.

After splashing some cool water on your face and taking a brief pause (maybe a few days even), ask yourself, “What is this person really trying to say?”

Once you unlock that critical piece of the puzzle , you’d be amazed at how cooperative a person becomes. As the proverb goes,

“If your enemies are hungry, give them food to eat. If they are thirsty, give them water to drink. You will heap burning coals of shame on their heads…” Proverbs 25:21-22

Stay Focused: The Little Things That Matter

The little things that matterDo you ever feel a little overwhelmed – or a lot? Do the mountains of to-do’s seem overwhelming or the projects seem daunting?

Sanity comes from being able to maintain productivity in highly demanding environments. If you wonder about the magic of how people take on huge projects and complete them so effortlessly, there is a simple secret:

Take it apart and break your desired outcome into achievable parts, called milestones. This has three overall positive results:

  1. Sense of accomplishment: You feel like you are really in a zone of productivity when you can check off item after item you have completed.
  2. Ensures project success: By completing each milestone you take one step close to completing your quest while destroying possible obstacles to success.
  3. Lessen stress: In Aikido, I learned the phrase “Mizu no kokoro”, or mind like water. In simplest terms, the concept is that you react exactly like you should in the given situation. When you are able to focus and deliver results, it’s a great way to reduce the stress.

However, one key component of the “break-down” is that you maintain the context of your milestones in relation to your overall vision. That is, all of your roads (milestones) must lead you to Rome (your outcome). Get everything else out of the way, or set a time when you know you can focus.

“You’ve got to think about the big things while you’re doing the small things, so that the small things go in the right direction.” – Alivin Toffler

All too often, in our daily activities, we allow ourselves to lose focus of our vision and focus on the problems at hand. This causes us to replace our original goal with a smaller much less meaningful goal that was originally  stepping stone in our project; it just seems to find it’s way in!

It’s easy to get stuck in the proverbial weeds; When this happens, I’ve always found it best to step back and ask that clarifying question, “Why was I doing this again?”

Only when we overcome these tasks in the context of achieving our grander plan, do we feel as if we are truly progressing towards a path of accomplishment.

Stargazers Wanted!

In years past, many travelers used the night sky to navigate uncharted oceans and unclaimed lands. They looked into the deep, black sky filled with the stars of legend and the like. Orion, Leo, Pisces and Crux — all constellations standing upon centuries of lore. But most could not read their stories, making way for a special breed to spin their long tales — the stargazers.

Many would listen as a talented few told these stories spanning across time. The past and present were often fair game, but most curious of all was the futures they held. Proclaimed as heresy by some, and discounted by many more, these stargazers told stories lost on most. But a fortunate few heard the future whispered in the wind. By listening closely and seeing the unseen, a way was revealed as if from a dream.

These stargazers were often proven true, able to find their way when others were lost and steering weary travelers safely to shore.

Most travelers fix their sights upon the horizon, always fixated on the setting sun. But a fortunate few of us discover a latent gift; looking up into that deep, black sky, we pluck our choice of stars by hand. Carefully choosing each stitch, we weave our own constellation to throw back for all to see.

— But only a few see the convergence ahead. Are you ready?

FREE Time Management Tool: Download the Daily Focus Pad

Destroy Distraction Daily Focus Pad by ChangeForgeOf all the workplace productivity and time management tools I’ve tried over the years, I never could find one that had everything I needed in one spot. So I created my own called the Daily Focus Pad.

In their book, Rework (affiliate), Jason Fried and David Heinemeier Hansson speak about creating their products to scratch their own itch. After such strong feedback from many of those who’ve been using the Daily Focus Pad, I decided to make it available for download with no strings attached.

It’s a super-easy way to prioritize your day, stay focused and stay motivated!

Many had signed up for my eBook, 7 Secrets to Destroy Your Daily Distractions: A Field Guide to Focusing Today!, and received the Daily Focus Pad. This is still available, but I’ve added a form-fillable PDF because so many of you had asked for it.

Keep the feedback coming, because I’m happy to keep helping everyone be effective and destroy the BIG ‘D’ — Distraction!

Download is freely available using this link. While you’re at, pay it forward and share it with a friend, too!

PS – I’ve been tinkering with the idea of creating an iPhone and Android app. Answer 2 simple questions to let me know if  you like the idea!

The Results Are In: How Are You Taking ACTION?


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What’s the biggest problem you face in your business, right now?

In my recent series about my PROACTIVE system of making change easier for you and your customers, I asked this question as part of a brief survey (take it here).

The answers you gave indicated there is a real desire to create a long lasting, high value relationship with your customers and continued disconnects within your own company to execute as a unified team.

Sixty percent of you were interested in learning more about how to create a rock-solid pre-implementation plan. This is a great sign, because it means you know that preparation + practice makes for an excellent customer experience!

Because it’s not sexy and slick, we often overlook the operational details in a technology-centric rollout, focus on the technology instead of the culture, and often get frustrated by the seemingly petty details of an implementation.

In his recent book, FLIP (Amazon store link), Peter Sheahan makes the point time and again that you must sweat the small stuff — especially in today’s market. But does sweating the small stuff mean that it has to be complicated?

I have spent a lot of time working on many different projects, and the one thing I found is that most small and medium sized businesses (SMBs) don’t want or need the formal project and change management practices of the larger enterprises.

Taking ACTION

As one of the key steps in the PROACTIVE system for making managing projects and making change easier, step one centers on how you can create a rock-solid pre-implementation plan and take action without the headaches. The six steps can be easily remembered using the acronym ACTION:

  1. Asset Specification & Order Processing: Your customer has bought what you were selling, so it’s critical you get the order right! Your customer  wants you to make it easy for them, so don’t let your order process make a fool of you.
  2. Contract Setup & Financing: When you put legal contracts in front of your customer, it’s like you just turned from professing your undying love and desire to marry your true love to asking him/her to ensure plan for the eventuality of a divorce! The trust you’ve earned during the relationship building process is on your side, but their hard-earned trust is put to the test from this point on. Remember, now you are dealing with their money; be sure to make it easy for them to spend it with you because of their trust in your company’s services.
  3. Team Meeting: I am an huge believer in the internal team meeting — to get everyone on the same page. I have a very specific agenda I’ve found that works in these meetings, which creates a highly effective meeting and wastes as little time as possible to get everyone out of the gates and working on your customer’s implementation.
  4. Inspect the Site(s) & Survey the Customer: Having an effective on-site survey is often thought to be too complex. One of the keys to success is in surveying the customer. This process is a quality check to ensure everything lines up. Your customers find this extremely professional, you avoid costly shipment errors and on-site delays, and everyone has a smile on their face in the end!
  5. Operational Review: In the world of construction, a ‘punch list’ is used to identify gaps between what is currently built-out and what should be built. The Operational Review helps you, your team and the customer’s team begin the project with the same perspective – and on equal footing.
  6. Next Step: Be sure to always clearly identify the next step (or steps) as you move to begin your implementation. No one should be left in the dark as to what their role is in the project or what is expected of them.

In just another week, I’ll be presenting the entire process in Orlando, Florida. Be sure to Register today for an exclusive action packed day!

PS – If you can’t make it, or simply want more information on this topic, I’ll make it easy for you: simply fill in your contact information below (or click this link); I’ll be sure to send you more information personally.

9 Steps to Avoid the Honeymoon Fight with Your Customer

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Have you every considered your customer relationships like marriages? How about marriages where both partners are committed to one another?

According to the CDC, there was one divorce for every two marriages in the US in 2009. That’s frightening, especially considering how much effort goes into just the wedding itself).

There is the whole business of actually finding a date in the first place, and I don’t know about you but dating surely wasn’t cheap either. Aside from the monetary costs, what about all of the emotional baggage you build up?

So what are you doing to improve your chances in your marriage? How about your marriage to your customer?

Married to Your Customers?

I remember our honeymoon, soon to be 15 years ago this May. We got into a huge fight all because our expectations didn’t match what we’d built up in our head. If you are like most businesses I’ve worked with, your sales cycle can tend to set you up for a very similar let down.

With 70 percent of all major changes failing, you might be better off getting married, wouldn’t you? Continually, businesses invest time, money and effort into courting new customers only to throw it all away because they put the implementation on autopilot.

If you are the salesperson, I’m sure you have all of the best intentions, but be honest — you’ve got a quota to maintain, and those widgets sure aren’t going to sell themselves are they? Tell me it wouldn’t make you feel better knowing your implementation team is a fine-tuned, eat-nails-for-breakfast type of crack-team.

If you are on the implementation team, wouldn’t it be nice if your sales team finally quit promising the world for you to deliver?

It’s not just about product knowledge, it’s about the intimate knowledge with this process that makes everyone look like heros!

Less Effort & More Results

I found out a long time ago that you have to put effort into something to get the results out you want. But it can’t always be so hard, or else you’ll begin to wonder, “What’s the point of it anyway?”

Think about diets and exercise routines; it takes real commitment to see those through doesn’t it? (I know my waste is starting to say so!)

The marriage to your customer — your new customer — should take no less focus, but it doesn’t have to keep taking so much effort!

9 Steps to Avoid the Honeymoon Fight with Your Customer

The key to your success is easier than you think.

I’ve fallen down and scraped my knees more than I care to think about. In that time I’ve uncovered 9 key steps to help you avoid the honeymoon fight with your customer!

Maybe you’re tired of mopping up the messes of failed implementations, or maybe you just want to learn some things you could do to improve your total customer experience.

In May, I’ll be delivering this one-of-a-kind, MPS-centric program on how to make your total customer experience top notch as part of my 1-day, I’m Tired of MPS Seminars workshop at the 2011 Global MSP Conference hosted by Photizo Group.

Don’t miss it, and Register today for an exclusive action packed day full of a bunch of great topics like this!

PS – If you can’t make it, or simply want more information on this topic, I’ll make it easy for you: simply fill in your contact information below (or click this link); I’ll be sure to send you more information personally.

You Got the Sale! Now What?

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You worked your tail off getting or supporting the sale — and you won! Now what? The scary thing is that you’ve only got one shot to get this right…

With  7 of 10 major changes failing in organizations, do you want to risk all your hard work to a sloppy rollout?

Today, I’m sharing with you the 9-step system I’ve developed in over 15 years of technology- and process-centric changes in organizations just like your’s.

Whether you are part of the team delivering the sale or responsible for making all of the sales team’s promises come true (oh, brother!), there are always a lot of moving pieces to consider in a technology implementation.

To top it all off, I bet you are tired of hearing all of the jargon (and sick of the complexity) around project management and change management. It’s just too complex for most small and medium sized service providers to digest.

If all of this information is hard for you to get your hands around, how are you going to make it easy for your customers?

Be PROACTIVE

After spending a lot of time working with both large and small organizations to ‘make the change’ happen for our customers, I’ve developed a 9-step system directly focused on helping small- and medium-sized providers ease the pain of transition during technology- and process-centric rollouts.

  1. Pre-implementation Agenda – Next to the actual delivery and execution, this is the most important component to ensure your success. Sadly, this is the most often overlooked and hurried step. By developing a customized 6-step ACTION planning system, I’ve allowed you to maximize your chances for success!
  2. Reveal & Review Change, Embrace Resistance – There has to be a story behind why the change is important to your customer’s culture! Be sure to explore why this change is beneficial, but also be prepared to embrace resistance by applying the 7 E’s to Embracing Resistance.
  3. Opening Day Meeting – As part of making change easy for your customers, you want to build excitement while getting everyone on the same page of the program. I have found the opening day meeting (or kickoff meeting) is critical to gathering both cheerleaders and collaborators to your cause.
  4. Asset Deployment & Alignment – This is where the rubber meets the road; whether it’s hardware or software assets, how you align these assets to your customer’s culture is what ultimately tests the mettle of your very first proposal.
  5. Configure & Connect(2) – Customizing and connecting the assets are important, but don’t forget to ensure your project engineers and specialists are connecting with the customer’s people too!
  6. Train – A great way to increase customer satisfaction and shrink that long-tail of support calls after a rollout is to ensure you train and certify your customers. You’ll want to focus on the technology point of contact, key operators appointed to help end-users, and the end-users themselves.
  7. Implementation Wrap-up Meeting – It’s easy to get in a rush when you’ve spent long hours implementing a project of any size. This is a scheduled meeting to ensure mid-level review of the changes that have occurred takes place, as well as allows any additional issues to be addressed.
  8. Vital Review Meeting – I’m often asked what frequency you should follow-up with customers to maximize effectiveness. While the answer is largely dependent on your ability to be consistent in your own process, I recommend that you follow a 3-3-3 rule (after wrap-up). This is to say that you are checking in with your customer at day 3, week 3, and having an on-site, executive review every month for the first 3 months.
  9. Explore & Evaluate Additional Opportunities – If you’ve done your job, you now have achieved a trusted advisor status. In as little as 30 days, at your first VRM, you can proactively begin suggesting enhancements based upon expert insights you’ve developed by staying close and monitoring specific processes within the customer’s environment.

What’s NEXT?

Obviously there is a lot to cover here, and I will be covering more in future articles. If you want to learn how to make change easy for you and your customers, simply fill in your contact information below (or click this link); I’ll be in touch with more information shortly.

PS – I’ll be working directly with Photizo Group to deliver an MPS-centric version of this system in Orlando on May 2nd that will only be available to Photizo customers! Register today for an action packed day!

10 Ways to Diagnose PowerPoint Offenders

More is not always better, especially when it involves PowerPoint.

Seth Godin wrote his 5 rules to amazing PowerPoint in 2007, and since then I don’t know if anyone has even taken notice. While it might not be as bad as being a drunken driver, I dare say PowerPoint offenders run the risk of being criminal in their thirst for recklessly wasting others’ time.

You know you are an eager PowerPoint offender when:

  1. Your file sizes are often too big too email.
  2. You email them anyway.
  3. You are ’empathy tone deaf’, and always include the same ten slides about yourself and your company (instead of just one).
  4. You insist on placing the same 10 slides first, because you think your audience forgot the entire value pitch that got them there in the first place.
  5. You believe PowerPoint is the graphics program of choice.
  6. You believe PowerPoint and Word are interchangeable (PowerPoint is not for full sentences).
  7. You believe that at least every other slide needs an action-packed animation (to get your point across).
  8. Your reaction at the prospect of a brainstorming session with your team is to find a projector and open PowerPoint to get the juices flowing.
  9. You believe Multimedia files should be played in PowerPoint.
  10. You believe increasing subject matter complexity requires increasing the slide-to-point ratio.

You might be reading this, and thinking you aren’t a guilty-offender. I know, I was like you once.

You see it all boils down to your insecurity about the topic, the audience — the presenter (that’s you). Do you want to know how you know you are really ready, how you are the subject matter expert?

When you can take a program, product or concept you’ve been working on for six months and slam it in three slides (including the contact slide). They lay out like this:

  1. Painting the pain.
  2. Describe your solution to the pain and the benefits your audience will realize.
  3. Contact and closing.

That’s it… If you are guilty, just pick one of these and start there. Please, for the love of our remaining sanity…

Five Lessons Learned On the Road to Becoming a Guru

In our hyper-connected world, how you package yourself is critical; we all want to be seen as the expert at what we do. After all, each of us is selling something we want customers to buy — or buy into. However, achieving the status of ‘guru’, or passionate expert, is often elusive. As a student of life, I wanted to share five lessons I’ve learned.

How you package yourself is directly related to your ability to garner trust and translate this into customer conversions. I often refer to this as a ‘personal brand’, or a means to tie all of your skills, knowledge, persona and intellectual property into a customer-facing package. In other words, it’s how your customer would react if you were a gift.

Would they have a genuine smile of pleasant surprise, or would they wrinkle their nose while smiling thinly in your general direction?

Lesson #1: Remember where you are at all times.

Have you ever overheard a conversation where you walked away stunned someone would say such things about another person? “I would never be that rude,” you probably thought.

There are ears everywhere, and your personal brand does not end with fancy websites or eloquent elevator pitches. It extends into delivery of your products and offerings as well as the on-going commitment to your customers’ satisfaction. Each transaction could be considered a form of deposit or withdrawal in your ‘reputation’ account. More importantly, others are making deposits and withdrawals with and without your knowledge all of the time.

With so many ways in which to interact with your customers, what you say is as important as the ways in which you choose to interact. For instance, I’ve chosen this format to be my primary means of communicating my own personal brand to the world. On the flip side, one advertising executive managed to completely wreck a relationship with FedEx, worth millions of dollars, and his own personal brand in less than 140 characters on Twitter.

How and what you say are critically important. Remember  where you are all times.

Lesson #2: Being a guru isn’t voodoo.

Some have called me a technology guru, MPS guru or even a change guru. So how did I earn this kind of respect from others?

There are those who might argue that being a guru, or passionate expert, is like putting on your clothes; you either have the ‘secret sauce’ or you don’t. I tend to disagree, and hold with the belief that being a guru isn’t voodoo.

Instead, it relates directly to your ability to generate trust. Many ask why I offer so much content for free, while others choose to charge for it. It’s a matter of personal taste and objectives. My hope is that in doing so, you see I am focused on giving more than receiving. I enjoy sharing my view of things with you, and always enjoy learning about your view of the world as well.

Becoming a guru really takes persistence and commitment to something you are passionate about. You can become an expert at things you are not necessarily passionate about. But when you introduce passion to commitment, you have an unstoppable force.

It certainly isn’t magic, but it does take persistence.

Lesson #3: Owning your heart is where it starts.

We are living in the ‘on-demand society’, lulled into a belief we can achieve anything with limited resources and finite amounts of time. I promote the ideal of dreaming big and winning bigger. However, I’ve had to learn that it is in the alignment of who we are  and what we love with our choices which make us ho-hum achievers or wildly successful winners!

I recently had a great opportunity to reacquaint myself with clarity, in a rather painful way. I didn’t embrace who I was and what I loved. More importantly, I didn’t stay clear as to what my actions said about me in the eyes of my colleagues’ and customers’ eyes.

I often railed against being categorized as “the propeller head” and bristled at being just the “IT guy”. In my quest to elevate myself above what I thought to be a limiting personal brand, I missed two key points:

  1. Just because I can sell doesn’t mean I’ve earned anyone’s trust as a sales guru.
  2. In continuing to give and help others, I had already elevated myself above the brand of “just IT guy”.

You see, clarity isn’t an end state in the human condition. It is actually a frame of mind that is rather easy to fall out of. But before you can get clear on where you are and need to go, owning your heart is where it starts.

Lesson #4: Use your baggage to build your ‘guru gravitas’.

Everyone has baggage, a reputation that’s been sullied by missteps and mistakes.

Being married to my beautiful Wife for almost 15 years, I can assure you our reputation follows us throughout our lives. I’ve made lots of dumb mistakes in our marriage, but perhaps one of the worst was the first Mother’s Day after our daughter was born. I made the rookie mistake of thinking Mother’s Day was only for my Mother. So I didn’t buy my Wife a Mother’s Day present, and let me just tell you that I’m lucky she sees fit to still introduce me as her husband!

Maybe you’ve entertained dreams of running away to a far away country with lots of beaches and crystal blue waters, but for most of us this just isn’t a reality. When I use to tell a friend about that dream he used to reply, “The only problem is that you take yourself with you.”

Sure enough, on your way to becoming a guru you will make mistakes. In fact, I believe this makes a stronger and more passionate expert. Your customer and your community won’t like that you make mistakes, but owning them and moving to remedial action is essential to you and your reputation surviving intact. In fact, I’ve found the best ways to accelerate your status as a guru in your customer’s eyes is to humbly admit you make mistakes.

Blasphemy?

To some, sure. However, the reason customers want to pay you for your help is because of your knowledge. This is comprised as much of what to do right as what not to do wrong. While you carry your baggage with you everywhere, embracing the mistakes (and lessons learned) as part of your character surely adds to your ‘guru gravitas’.

Lesson #5: You’re never done!

The key thing I want you to take away from this is that you need to be a guru in every aspect of your life. Not only is it important for your profession, but it’s important for you as a person.

The word ‘guru’ might be just a word without a lot of weight, or it can take on a deeper meaning for you.

Certain words may not be important to some because only shades of what these words represent have been experienced. For those who have experienced the unconditional love of a child, or the deeper layers of love an actively engaged marriage reveals, you instantly associate the word love with how powerful a force it can be in your own life.

As you go through life, don’t settle for the definition of ‘guru’ as an actively engaged industry expert. Instead look around and find areas in your life where gurus are needed. Maybe it’s being a great father or mother, becoming an excellent husband or wife or being a volunteer at your local community center.

While the glory of the quest sometimes overshadows its purpose, don’t become complacent in your quest to become the ‘guru’. Achieving this will always find you in demand,  because the world always needs a guru like you.