Authentic purpose as a successful business strategy…

I talk about personal purpose and the power of asking “why” before anything else often, but I wanted to do some digging and see if that truly can translate into profitability within the business realm. What I found in my first inquiry is telling.

Consistently rated a top U.S. airline in terms of profits, customer satisfaction, and efficiency is Southwest Airlines.

So, I did a quick Google search for their mission statement and the first result was an About Us section for Southwest Airlines that detailed the company’s mission.

And guess what, of all the major airline carriers, Southwest’s mission is the only one that has NOTHING to do with the “what” and everything to do with the WHY.

In fact, the words plane, jet, airline, or travel don’t even appear in the Southwest’s core mission.

Here it is:

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.

The planes, fuel, and air travel are just a means to making “people happy”. Their product is people, and they know it. And like the “bus” approach to flying or not, on most Southwest flights the flight attendants are more apt to tell a joke prior to even going over the safety instructions of your Boeing 737. The “why” comes before the “what” and it is clear at every level of the organization.

That may be why they don’t appear on this list: America’s Meanest Airlines. 

So let’s look at #1 on this list, the “meanest” airline in America: United Airlines.

I did another Google search, and guess what: I could NOT find their mission anywhere. In fact, this is what comes up when you do a search for United’s mission statement:

 

To be honest, I finally found their mission through a Yahoo Question and Answer website:

“To be recognized worldwide as the airline of choice.”

It is only focused on the WHAT.

It is hard for me to believe that this is a coincidence.

A sense of deep authentic purpose permeates throughout an organization. If every employee of your company truly knows why they and their company exist in the world and believes it, every action and task becomes purposeful.

True mission is key and often overlooked, even in the largest global companies.

Judging by these two companies’ sense of “why”, a baggage handler for Southwest is handling a customer’s happiness, whereas a baggage handler for United is just handling, well, baggage.

How do you think the service will differ? It clearly does.

Oh and by the way, Southwest’s Google search results looked like this:

- Zach

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Two reasons your staff is disengaged…

Have you ever had trouble getting your  staff members to volunteer for something? Are your staff members “timesheet-ers”? Do you find yourself sitting in your office saying, “What is wrong with my team?” or “Why don’t they just pay attention?” or “Why don’t they know this is important?”

If so, you are not alone. Most times, in a variety of fields, it is easier as supervisors and managers to focus on what “the staff” lacks. I posit that we change our perspective and put a mirror to ourselves and ask: “What have I done (or not done) to create this culture among my team?”

From my experience, a team culture of disengagement, underachievement, and low commitment level among staffs is created by two main principles:

1. Supervisors are training positions, not people.

And…

          2. Supervisors are training the “what” before the “how” and both before the “why.”

In my field of higher education, first, I always tell my staff, “If you don’t know who you are, then you don’t know what you are doing.” Too often, for the sake of efficiency we expect our student staff members to deliver intentional, empathetic, and values-driven orientation programs almost instantly. When we make the mistake of focusing on “what needs to be done” we can too easily forget “who is doing it.”

Therefore, students will inevitably see this as “just a job” because they have been treated as “just a position.”

Before we even begin training on any one task, we need to spend equal time training on who we are training to perform the task. Facilitating an awareness of identity development, communication awareness, personality styles, and personal purpose (for limited examples) at their university and in the world before we ask them to deliver a purpose and mission is the key.

For example, look at your training schedule. If you spend more time training people on “what” to say over “how” to say it, and more importantly both above “why” they would say it, you may be training positions over people.

This can lead to student staff treating the experience that way as well.

The second principle is that we have to train the WHY before the HOW and the WHAT only after both.

I use a simple formula to help me remember how to structure training in this way:

(WHY > HOW) > WHAT

The first training session I ever facilitate with new student staff members is called “common purpose.” In this session, students deeply explore why they feel they exist in the world and connect that existence to why orientation programs exist at a university and then connect that to why universities exist in the world. We have shifted to spending 19.5 hours of training to focusing on the “why” and “how” before a task is ever given.

We make sure each staff member deeply knows that they are creating the first experience for people who make up less than 1% of the world’s population (earning a bachelor’s degree), and that they have direct influence over the purpose and passion of thousands of people who are going to go out in the world and impact thousands more people before they ever once perform a job “duty”.

This deep sense of personal global purpose makes stuffing an orientation folder a monumentally life-changing task.

Since initiating this change in training philosophy, the “When do I get paid for this?” questions have turned into the “I can’t believe I get paid for this” statements.

We have to train people, and not positions and we have to train the why before the how and the what only after both.

The results can be inspiring to both the staff and us as supervisors.

- Zach

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Don’t stress out!

Great blog from Kelly Fitzpatrick below… there is no need to stress.

——-

“14 Really Obvious Rules for Not Stressing Out” - the below post is from www.GreatList.com (2012)

“Stress is a serious buzzword, and the only explanation I can think of is that we’re all suffering from it. But the solution isn’t to just take a week off, fly to the Caribbean, have relaxing massage sessions weekly, or drink green tea while sniffing lavender (though those things would probably all help). The tricks to stressing less are usually far more apparent than we want to admit. Here’s my scientifically unproven and totally obvious list of rules for not wiggin’ out.

1. Write it down. Whether it’s a brilliant idea or just the grocery list. Write. It. Down. You won’t remember it all. You can’t remember it all. There’s somethingcathartic and awesome about dumping out the stuff that’s swimming in our heads— pen and paper style. I recommend doing this every single night before trying to fall asleep.

2. Go to sleep. It doesn’t matter what the excuse is. Deadline, project, Sister Wives Season 2 on Netflix. Nothing is important enough to interfere with sleep. Everyone needs a bedtime.

3. Unplug. There are the science-y reasons— like artificial light preventing the body from producing sleep hormones. And then there’s the obvious: Once you’ve been sucked into a late-night kitten video marathon, it’s nearly impossible to resist the “watch more” button. In addition to a bedtime, you need an unplug time (I’d say a couple hours before bed). The kitties (or email or half-finished assignment) will still be there in the morning.

4. Be unreachable. Sometimes it feels good to know you’re needed— and unavailable. In addition to turning off (silent, airplane mode, power off, whatever you gotta do) the phone while asleep and driving, have at least a couple hours per day of unavailable time. Whether it’s on the train commute home or during a workout, take time each day to be totally tech-free. Now look around and actually interact with the world. Neat-o.

5. Don’t answer. An email. A text. A call. A snarky comment on a blog. You have a right to notanswer anything you want. And not feel guilty about it. I just saved you hours (days? weeks?) of internal debate on the appropriate response to every single email and text you get. You’re welcome.

6. Be quiet. When friends or family head into a stress tirade, close your mouth, smile, and nod. (Why is it we feel the need to out-whine each other? And has it ever done anyone any good?) Once you let those stressed-out thoughts out of your mouth, it’s a lot harder to take ‘em back. Instead of complaining, breathe deeply and do something you love. Oh, and avoid those toxic stress talks whenever possible.

7. A place for everything and everything in its place. Knowing what to expect from the second you open your eyes in the morning to the moment you fall asleep makes the chaos of the day much more manageable. For me, that means always stashing my keys and purse in the same places and knowing that the towel’s going to be hanging where it belongs when I get out of the shower. If you don’t know where things belong, how else do you find them?

8. Have a routine. But don’t. I think it’s essential to have a routine, but mostly just so you know when you’re deviating from it. Leaving the house a few minutes late? Great, you’ll know what to expect at your destination. That said, once the routine is off, it’s essential to accept it. Freaking out has never once made time move backward. Just go with the flow when things don’t go according to plan.

9. Read. I don’t care what it is, but take time daily (ugh, fine, every couple days) to read something not on your computer or phone for at least 30 minutes. Just sit quietly and let your brain focus exclusively on the text. No frantic Gchat windows popping up or incoming emails. You’ll be amazed at how silent your surroundings (and the hum of things to do in the back of your head) become when immersed in a story.

10. Pull yourself together. Nine times out of 10, it’s worth being late to be pulled together. I’ll take being 5 minutes tardy over forgetting my headphones or not doing my hair any day. Feeling confident that you’re prepared for the day, no matter what, is essential.

11. Bring a friend. Anything you’re dreading— getting a shot, flying, cleaning out a closet— is made better by the company of a friend you trust. Do the same for them when they need it and you’ll both feel wanted and supported.

12. Your brain and surroundings are one. Whether it’s your desk, fridge, or handbag, the spaces you interact with daily will impact the way you feel and vice-versa. Clean up to trick your brain into feeling calm.

13. Schedule serenity. You’re never too busy to relax. You’re just not prioritizing it. If you can’t force yourself to put down what you’re doing whenever you feel the need to chill out, schedule in relaxation time for reading, napping, taking a walk, whatever.

14. Know how you feel. Short of signing on top physicians to measure your cortisol levels every hour of every day, only you can tell how stressed you are. If you aren’t taking stock of how you feel, who will?”

——–

Great advice!

- Zach

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“Change your thoughts, and you change your world…”

Norman Vincent Peale once wrote, “change your thoughts and you change your world.” 

As human beings, we all have something in common. Each of our days is composed of micro-decisions; small, second-to-second decisions on how we react to our outer reality. When you add up these decisions and take their average, you get your reputation.

There is no way around it.

No matter how hard we try, in our current human state, we have no control over the grander life circumstances we find ourselves in. We can control small parts, we can manipulate small details to give us the illusion of control, but as Outkast sang so brilliantly…

“…you can plan a pretty picnic, but you can’t predict the weather.” 

Therefore, our lives and reputations start and come down to a sum of our second-to-second reactions to these outer circumstances. The beauty of free will, if you believe in free will, is that we can choose how we react to these outer circumstances, and we do, every single second of our day.

Many times, simply put, we make some negative choices.

You make the choice to send that snippy e-mail. You make the choice not to call your family member back. You make the choice to sit, looking disengaged in that boring 8 a.m. meeting. You make the choice to cut that person off at the intersection (like they owe you something). You make the choice to fake a cell phone call or send a text message instead of looking up at people when you are walking by. You make the decision not to say hi to your neighbor, and hurry into your house.

We also make some positive choices. You make the choice to pick up that piece of trash. You make the choice to call a friend and listen. You make the choice to be nice to someone. You make the choice to forgive. You make the choice to repent.

The problem as I see it, is that all too often we only like to take responsibility for the positive choices we make and their consequences; but we like to ignore the millions of negative decisions we make every day.

You may have heard the concept, “you’re only as good as your last, worst decision.” That’s a tough pill to swallow. For living that way would mean that we have to be attentive to our every breathing moment on this earth. Truly being present and aware in this one life we have to lead… imagine that.

Many of us in the leadership development field love to throw out big quotes and terms like “change”, but when we look at our lives, we don’t even come close to authentically living the ideals we teach.

I use this quote often, but it truly gives weight to our situation and to the power of the micr0-decisions we make each second:

“A mountain is composed of tiny grains of earth. The ocean is made up of tiny drops of water. Even so, life is but an endless series of little details, actions, speeches, and thoughts. And the consequences whether good or bad of even the least of them are far-reaching.”

Sivananda

Each one of our decisions and choices we make in reaction to our outer reality has EITHER a positive or negative consequence, and that consequence is far-reaching. The chain reaction of a decision you made will be floating around this earth long after you are gone.

We have to take responsibility for both our positive choices and our negative choices. And better yet, we have to take responsibility for their far-reaching consequences. This all starts with our inner thoughts.

One way to become aware of the decisions we make  is to take notes on every small decision you make in one day when reacting to life.

Are the majority of those choices positive or negative?

That is your reputation.

- Zach

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Enjoy your weekend on purpose… “The Fisherman Story”

Man in Boat

The Village Fisherman Story

A boat from the United States docked in a tiny village near the coast.

A tourist from the boat saw a fisherman in the tiny harbor and complimented the  fisherman on the quality of his fish and asked how long it took him to catch them.

“Not very long,” answered the fisherman.

 ”But then, why didn’t you stay out longer and catch more?” asked the tourist.

The fisherman explained, “My small catch is sufficient to meet my needs and those of my family.”

The tourist asked, confused, “But what do you do with all of your extra time?”

“I sleep late, fish a little, play with my children, and take a siesta with my wife. In the evenings, I go into the village to see my friends, have a few drinks, play the guitar, and sing a few songs…I live a full life,” answered the fisherman.

The tourist interrupted, “I have an MBA from Harvard and I can help you!”

The tourist continued, excited, “You should start by fishing longer every day. You can then sell the extra fish you catch. With the extra revenue, you can buy a bigger boat. With the extra money the larger boat will bring, you can buy a second one and a third one and so on until you have an entire fleet of trawlers. Instead of selling your fish to a middle man, you can negotiate directly with the processing plants and maybe even open your own plant.”

“You can then leave this little village and move to Los Angeles, or even New York City! From there you can direct your huge enterprise,” continued the tourist.

“How long would all of that take?” asked the fisherman.

“Twenty, perhaps twenty-five years,” replied the tourist.

“And after that?” asked the fisherman.

“Afterwards? That’s when it gets really interesting,” answered the tourist laughing, “When your business gets really big, you can start selling stock and make millions!”

“Millions? Really? And after that?” asked the Fisherman.

“After that — and this is the best part — you’ll be able to retire, live in a tiny village near the coast, sleep late, catch a few fish, take a siesta with your wife, and spend your evenings playing the guitar, having a few drinks, and enjoying your friends!”

“But, I already have all of that,” replied the fisherman.

—————

Take some time to stop and look around at your life this weekend and appreciate what you have around you. What is important to you? Do your goals include these things? What do you already have that you are taking for granted?

Sometimes we get so caught up in trying to achieve more and more and more, that we forget what we have.

This weekend, try to focus on only the things you love about your life.

I will be doing that skiing in Utah!

- Zach

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Debunking the “if, then…” argument: Do what you love NOW.

Blake Mycoskie, in his book, Start Something that Matters states,

“People fear the unknown, but the truth is, everything is unknown by definition – no one really ever knows what they are getting themselves into. People tend to think that they should start something ONLY when they are totally and completely knowledgeable about the field they want to enter. That probably will never happen. No one goes into a new venture knowing everything. You have a good idea, you raise money, and you do your best. If you spend all of your time learning and studying to be ready, you’ll never stop learning and studying. And you’ll never start your venture.” 

As human beings, we act as if we are guaranteed tomorrow, 2 years, 5 years, 30 years. When, in fact, no one on this planet is guaranteed the next second. Space-time and fourth dimensional arguments aside, we can confidently assert that the future doesn’t exist.

That is a scary concept for us. For it means that we have to do what we feel is right NOW. We have to take action NOW. We have to face our fears NOW. We have to take a risk NOW. We have to love our families, friends, neighbors and coworkers, NOW. We have to have energy NOW.

You are as ready now as you’ll ever be for this second. Retreating to that comfortable self-involved, self-serving space that we all love is not an option. We have to give to life today.

Recently, I asked some of my college students to nominate themselves as a CNN Hero. I have included the form at the end of this post.

Their ideas were amazing: starting a scholarship so underprivileged students could go to a private high school, creating an animal sanctuary focused on human restoration, and creating a track and field program at their rural high school.

Then, I asked “when?”

That is when the “if, then” arguments surfaced. “If I get my degree, then go to vet school, then I can do this…” and “If I have more money, and know more about scholarships, then…” or “if I get some help, then maybe…”

What if Steve Jobs or Bill Gates said, “if I get my college degree, only then I can revolutionize how the world connects with data, each other, and ideas.”

The time, truly, is now. So, take a step. Take a risk. Do something to deliver your personal purpose to the world TODAY.

Try this:

CNN Heroes Self-Nomination

“Change your thoughts, and you change your world.” – Norman Vincent Peale

- Zach

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An example of training a staff with purpose…

Happy Friday!

Just dug up this example of training a staff with purpose. I thought it was practical application that may be helpful for some, a little more practical than thinking about the fact we live on a planet.

My personal model of training can be expressed as this

(WHY > HOW) > WHAT

You have to train the WHY before the HOW and the WHAT only after both. 

Originally posted March 1, 2010 re: training student staff in the context of higher education:

The “Why?” before the “How?”: Training with PURPOSE

Thirty-two summer orientation team members at Colorado State University, each recently selected and hired, sit in a dimly lit conference room and watch a polar bear and her newborn cubs emerge from a den after a winter underground on a screen in the front of the room. Eyes wide open, they watch as the Planet Earth clip comes to a close. They really loved the polar bears. You can even see the link here: http://www.youtube.com/watch?v=OwZH_aT0FGI

Two hours later, each writes a purpose statement.

They read:

  • “My purpose is to be there for incoming students and know that they are moving within a time of transition.”
  • “My purpose is to change the lives of students coming to CSU, by being aware of their needs, that they may be in transition, and being there as a guide and as a friendly face.”
  • “My purpose is to promote the successful retention of students.”
  • “My purpose is to be a support as students face sometimes difficult transitions, and always anticipate the needs of myself and others.”

After the polar bears came out of the den on the screen, I paused that video and asked the students one simple question: “What seven things do you think these polar bear cubs need?” They hurriedly got into pairs, and began ferociously trying to anticipate the needs of these polar bear cubs. They came up with great life task demands of the polar bears. “Well, they will need guidance,” says one. “They will need food,” says another. “They will need to learn what it means to be a polar bear,” yells out another.

It was inspiring to see that after 2 short minutes, my student staff was emotionally invested in these polar bears’ lives. In a sense, they had created a “theory of polar bear development” by merely observing, anticipating, and above all, a permeating action of caring.

I then put a picture up of an incoming student at orientation, and asked the simple question again: “What seven things do you think this student needs?” This began our meaningful exploration of the purpose of orientation programs at CSU.

Many times in student affairs, we are timid about sharing student development theory with students. I posit that it’s because we don’t allow them to experience theory. From the time we are infants, we’re prone to ask the question “why”? As a trainer, I believe we need to get back to the “why?” of what we do. In this case, it is “why do we even have orientation programs?” Everyone wants to have purpose, and before we can expect a student staff member to dive in to a task, it is our job to provide them with a deep emotional connection to that purpose.

Train the person, not the position. Train the WHY before the HOW, and the WHAT only after both.

– Zach

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You live on a PLANET!?!?!?!?!?!

Okay, so your week may not be the best. Things may not be going exactly as you hoped they would. You may be tired, you may be “ready for the weekend,” you may be waiting for that precious paycheck, or maybe you are just bored with the monotony of the routine.

I admit, I was starting to feel that way last night.

Until, I woke up and saw the sunrise. I mean, the sunrise…think about it. We are literally watching a star give us light and warmth. A STAR.

As humans we overlook everything that is, for things that might, can, or should be.

A classic example of humans’ ignorance of their miraculous situation of existence, is the fact that we go out and buy expensive telescopes to stargaze (and get angry when its cloudy). Or, when it’s in the news, we become obsessed (or at least I do) that the Hubble Telescope caught a picture of another planet.

People, we live ON A PLANET. How much closer do you want to get?

We get warmth and light from a STAR. 

You wake up every day and get to walk around on a planet that just so happens to have been created the perfect distance from the sun. This all made me look at the sun differently, and my life differently.

From now on, to keep my life in perspective, I think I am just going to call it “the star”. That would give star-gazing a whole new meaning. When I think about my life I think I am just going to call it, “the miracle.”

It’s all about perspective, and here are 4 simple thoughts to help with that on this Thursday.

1. You are alive. Scientifically, you had about a 1/400,000,000,000,000 chance of being conceived and existing in your current form as a human being. We should all be walking around astonished at the fact that we are even here, every day we get to be here. Leaving your own situation out of it, the fact that you are breathing air is a miracle – and we all have that in common.

2. There is a 100% chance that you exist. So face the fact that you are here for a reason.

3. We will not last forever. That is a fact. This is the youngest you will ever be in your human form. Today is the last today of your life.

4. You live on a PLANET, in space, in the UNIVERSE!

So, when you say, I am having a bad day, you’re really saying “I am having a bad existence on a planet in the universe.”

Have a great day, you miracle, you!

- Zach

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