Monday Mornings with Madison

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Time Management

Keeping All the Plates Spinning

There is circus act in which a person starts a plate spinning on a stick. Then on the table next to it, he starts another plate spinning. And then another and another until the person has dozens of plates all spinning on sticks at the same time. Every so often, the person has to go back to the original plate and spin it some more as it loses momentum and starts to wobble before crashing to the ground. In order to keep all the plates spinning, the person must race back and forth amongst the plates, adding some velocity as each plate, in its turn, begins to slow down. The Guiness World Record for plate spinning was achieved in 1996 with 108 plates spinning simultaneously. Anyone who has ever watched plate spinning feels the anxiety build as plates on the opposite ends look like they are about to teeter off their sticks, but the plate spinner races back and forth just in time to give each another spin.

Even those who have never seen the plate spinning act can probably relate to it. For most people, life is a lot like a plate spinning act thanks to today’s fast-paced world. There is a constant pressure to race back and forth between tasks, responsibilities and chores to keep all the plates spinning. Work. Chores. Honey-do lists. Errands. Family demands. Children’s activities. Doctor visits. Dental checkups. Tax prep. With so much to do, there’s often a plate in the daily grind that is about to teeter off its stick and come crashing to the ground. We race to give that plate another spin just in time to keep it from falling. With so much to do, it is easy to lose track. Thanks to technology, though, there are increasingly better tools to help track and keep all our proverbial plates spinning…. especially at work. Continue reading

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Impatience

They say patience is a virtue. Yet, in today’s fast-paced world, impatience may also be a virtue. Impatience has led to many innovations. Once upon a time, the U.S. Postal System was considered one of the most efficient in the world. First class mail could be sent across the country in just 2-3 days. But impatience led people to develop and adopt email as a much faster form of written communication. First class mail, now dubbed snail mail, was relegated to greeting cards and hard copies of official documents. This impatience to work faster has also led to other innovations such as the fax machine, document scanner and software that allow documents to be uploaded FTP sites. The entire industry of overnight package delivery is another child of impatience. And, with each step business takes to do things faster, society’s patience grows shorter and actually encourages even more impatience.

What about when it comes to people? If patience is a virtue, can impatience also be a virtue? Yes. Impatience is not only a force that drives advancement in science and business, but it can even improve certain social situations. The trick is to recognize when a situation would benefit from either impatience or patience, and apply the correct force accordingly. The goal is not to allow human nature to simply select one or the other at will or at random. When and how can impatience be harnessed and when is it best not to be impatient? Continue reading

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“No” Problem

Most overworked, overloaded and highly stressed people all share one fundamental characteristic (let’s just call it what it is… a flaw). They don’t know how to say “No.” They might be able to muster the chutzpah to say an unassertive “no” once in a while, but they either don’t stand their ground afterward, or they just don’t say “no” often enough. While a “Can Do” attitude or a “Never say No” disposition is generally considered by managers to be a desirable quality in staff, the truth is that those “always say yes” people often take on more than they can chew and that can be a problem both for the employee and the manager.

While there is nothing wrong with wanting to please others and be helpful — in fact it is an essential part of any functioning workplace and all civilized and compassionate societies — the problem arises when the word “No” is never used. The problem is that there typically aren’t enough hours in the day to do everything everyone asks of the average “yes man” or “yes woman.” For those people with a “No” problem, it means that some requests either aren’t getting done, aren’t done in a timely manner or aren’t being done well. At work, that can be a problem for both employee and employer. Here are some strategies to make it a bit easier to say “No” assertively. Continue reading

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Something Old; Something New; Something Borrowed… and Now Something True Blue

For the last two weeks, we took an old English rhyme “Something Old, Something New, Something Borrowed, Something Blue, And A Sixpence in your Shoe.” and applied it business. We started by examining the old – but valuable – marketing strategy of PR to promote brand continuity and investigated a new, related marketing trend called Brand Journalism that is helping customers connect to businesses in a new way. Then we borrowed the strategy of Corporate Giving as a way to help businesses connect with and engage consumers.

However, sometimes the smartest thing a business can do is go back to the basics. Despite the many changes in technology, communications, and marketing over the last 25 years, the fundamentals of running a sound business remain unchanged. This week, we’ll look at some ‘true blue’ business practices essential to any organization. These ten strategies are a must for long-term business success. Continue reading

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Words of Wisdom from Steve Jobs – Part 3

Living Your Own Life To Avoid Regrets

This week we conclude our three-part series reflecting on the Commencement Speech Steve Jobs, then CEO of Apple Computer and Pixar Animation Studios, delivered to Stanford University students on June 12, 2005. His speech — told in three stories – offered the graduating seniors advice on how to live their lives after college, told by a man who himself had dropped out of college and yet achieved the highest level of business success.

Each of his three stories was a message unto itself. The first part advised graduates to have the courage to try new things in life without worrying about connecting the dots. The second part advised them to have the courage to find their passion and then do great work by doing what they love. Today we conclude with the third story in his speech. He said it was about death… but actually it really was about life. He advised students to be true to themselves throughout life’s journey in order to avoid having regrets when death inevitably comes calling. In light of his recent passing, his words are particularly poignant. Continue reading

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DOES CUSTOMER RESPONSE TIME MATTER?

Customers do not like to wait. The golden rule in business is that customers should be helped right away. We’re not talking about a manufacturer making a customer wait for the release of a new product or model… which can actually increase brand value by creating excitement and buzz. Instead, we are referring to the time a customer actually waits to be assisted with whatever they need from the business. At an office, a client that is made to wait more than 10 minutes for a scheduled appointment will be irate. At a store, a customer who sees a long line to pay might drop their purchases and leave. At a restaurant, a waiter is expected to welcome patrons within a few minutes of being seated.

Timeliness is directly related to customer satisfaction and customer repeat business. Wait time has an effect on customers that is similar to the effect of price. In fact, many economists view wait time as a form of price. Customers are aware of the price demanded in both money and time and adjust their behavior accordingly.

Clearly, response time matters when servicing a customer in person, but what about on the World Wide Web? Does a company’s response time online matter? For example, does the speed in which a company replies to a customer’s inquiry or request online (speed-to-call rate) really impact whether the ‘lead’ converts to a sale? If you answered yes, you’re absolutely right. However, the extent to which response time impacts online lead conversation may be surprising. Continue reading

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LEVERAGING LINKEDIN – PART 6

Joining and Participating in LinkedIn Groups You’ve joined LinkedIn, created an impressive Profile and linked to all of your colleagues, coworkers past and present, schoolmates and associates.  Is that enough?  No.  While that was a lot of work, that work … Continue reading

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LEVERAGING LINKEDIN – PART 5

Strategy For Linking To Others Over the last four weeks, we explored how to set up a complete and compelling professional profile on LinkedIn.  If you’ve done the work of establishing a profile that really reflects who you are as … Continue reading

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EMERGENCY PREPAREDNESS

It was 10 years ago yesterday that the United States experienced the most devastating and tragic acts of terrorism in our nation’s history.  No one will forget where they were when the events of that day began to unfold.  Most … Continue reading

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LIFELONG LEARNING

As summer begins to wind down and children head back to school, we are reminded of the sounds, smells and sights of school. A bouquet of sharpened pencils. The sound of zipping new backpacks. The crinkle of brown paper lunch … Continue reading

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