Management

Stop Talking and Start Doing

Companies too often get bogged down in planning and fail to act.

June 19, 2012
KEYWORDS business , excellence
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Stop talking. Start doing. Put people first.

That was the essence of Tom Peters’ presentation Monday at the America’s Credit Union Conference in San Diego. Too often, he says, companies get bogged down in planning and fail to act.

That’s why Peters prefers business mogul Ross Perot’s philosophy or “ready, fire!, aim” to the old General Motors strategy of “ready, aim, aim, aim,” he says. “Whoever tries the most stuff wins.”

Peters (in photo at right with emcee Greg Schwem) is a fan of small- and mid-sized companies, including credit unions, asserting that “all of the big companies are ugly.

“If you’re a mid-sized organization and can’t beat the giants, you should be ashamed,” he says. “Being mid-sized is an opportunity to be different and special. You’re the agile creature that darts between the legs of the monsters.”

One of Peters’ favorite business books is “Retail Superstars: Inside the 25 Best Independent Stores in America,” which highlights such companies as Jungle Jim’s International Market and Bronner’s Christmas Wonderland.

“They should be at an infinite disadvantage to Costco and other retail giants, but they’re not,” he says. “Being close to their community gives them a leg up. The book has a great line: ‘Be the best: It’s the only market that’s not crowded.’”

Peters offered attendees many business lessons gleaned over his years of experience that will help create sustainable success, including:

• Take care of your people, giving them the respect and recognition they deserve. “Every day is worth a thank you,” he says. “There are no normal days. Employees who don’t feel significant rarely make significant contributions. We are as strong as our workforce—period.

Peters says the four most important words in any organization are “what do you think?”

• Realize the importance of front-line supervisors. They run the show. “Any idiot can be a vice president,” he says.

• Strive for excellence every day, in everything you do, even if you don’t achieve it. “I don’t understand people who don’t pursue excellence everyday—it’s a personal affront,” Peters says. “You won’t necessarily get there, but why not try?”

• Focus on the small things—tiny touches can have a huge payoff. For example, when Walmart increased the size of its shopping carts, customers’ purchases grew also grew.

And during a flight on India’s Kingfisher Air, a stewardess walked down the aisle asking passengers if she could clean their spectacles before landing.

“I’ll never forget that,” Peters says. “Little is big."

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Great article! Unfortunately, most employees don’t feel valued or appreciated by their supervisors or employers. In fact, research has shown that the predominant reason team members quit their jobs is because they don’t feel valued. This is in spite of the fact that employee recognition programs have proliferated in the workplace – over 90% of all organizations in the U.S. has some form of employee recognition activities in place. But most employee recognition programs are viewed with skepticism and cynicism – because they aren’t viewed as being genuine in their communication of appreciation. Getting the “employee of the month” award, receiving a certificate of recognition, or a “Way to go, team!” email just don’t get the job done. How do you communicate authentic appreciation? We have found people have different ways that they want to be shown appreciation, and if you don’t communicate in the language of appreciation important to them, you essentially “miss the mark”. Additionally, employees need to receive recognition more than once a year at their performance review. Otherwise, they view the praise as “going through the motions”. A third component of authentic appreciation is that the communication has to be about them personally – not the department, not their group, but something they did. Finally, they have to believe that you mean what you say. How you treat them has to match the words you use. If you are not sure how your team members want to be shown appreciation, the Motivating By Appreciation Inventory (www.appreciationatwork.com/assess) will identify the language of appreciation and specific actions preferred by each employee. You then can create a group profile for your team, so everyone knows how to encourage one another. Remember, employees want to know that they are valued for what they contribute to the success of the organization. And communicating authentic appreciation in the ways they desire it can make the difference between keeping your quality team members or having a negative work environment that everyone wants to leave. Paul White, Ph.D., is the co-author of The 5 Languages of Appreciation in the Workplace with Dr. Gary Chapman.

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