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June 2011

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Every Sunday evening or Monday morning I pause for 5-10 minutes to plan out the week ahead. Over the years I have used a variety of methods, but none have been as easy and effective as a sheet of paper and a sharpie. Today, I replicate that by using a pen on my iPad, but the process and output is the same. The secret is that a single piece of paper combined with the thick lines of a marker keep you from writing too much down. The method forces you to focus on what can actually be accomplished. Spending time planning to complete too many tasks or pursue too many goals is a waste of time and is demotivating. Forced prioritization simply yields better results. How-to: The picture above is my plan for next week. You can use the Weekly Planning Template (pdf) I’ve created or make your own by computer or…

Anyone who has been to Chick-Fil-A and muttered a “thank you” has heard an employee reply, “It’s my pleasure.”  Sure, they train and require everyone to say it, but it is a reflection of the company’s heart and soul.  The company really believes they are serving you, the customer, and that the thanks is all theirs. This perspective is not uncommon in the restaurant or hospitality industry, though few execute it as genuinely or consistently as Chick-Fil-A.  What happens though when you evaluate other industries and companies?  Are they known for communicating genuine gratitude after every interaction with their customers?  Rack your brain and try to come up with a list.  I bet you cannot name five companies outside of the restaurant or hospitality industries.  Would your customers put your company on their list? Although there are probably a variety of reasons why so few companies consistently and genuinely communicate gratitude, I…