Our plates are so full with so many activities that we don’t have the time or the space or the mental capacity to take on a new activity that’s going to lead us to the success that we’re trying to achieve. We need to find what’s not working and quit. I’m not saying give up on a project. I’m not saying walk away from something before you’re able to achieve the success that eventually you should be able to achieve. What I’m saying is we need to evaluate the activities in our lives and then decide. Are they really yielding the results that we want or are there other activities, other ventures that could give us a greater return on our time and investment? Because when we eliminate what’s taking up our time and implement new ideas, new business ventures, new product lines, then we’re able to grow at a substantially faster rate and achieve what it is that we’re trying to achieve.

We are accountable to manage our space, the space in our life that allows us to achieve what it is that we deserve and have the ability to achieve.  We must take the time to determine what is really working and what isn’t.  We need to know our options as well.  We need to know what new directions we can go, projects we can assume and new products we can offer.  Maybe there is a new client service experience initiative that would be a valuable use of our time and financial resources.

Quit what isn’t working or only generating marginal results.  Then, use that new “space” to take on a new project and accelerate your growth and success.

I bought the same product before from a different manufacturer, only there was no cellophane on the outside of the box. This time, as I opened the cellophane to get to the box, I thought to myself, wow, this product must really be fresh. I opened it up and I enjoyed it. And when I went back, I bought this new product the next time. My question for you is this, what are you doing in your business to add that second wrapping of cellophane to the products and services that you offer?

Our customers’ expectations are evolving and changing and we need to change ourselves, not only based on what they want but we need to be one step ahead of them. We need to change the game for them so they realize that we’re an industry leader. We’re not just trying to follow and keep up with the pack but we need to take our products and services and change the way that our customers engage with us.

We need to look at all of our systems, whether it’s the sales system, customer service system, or delivery system.  We then ask ourselves, “Is there something we can eliminate?” Can we streamline? Can we improve the process? Can we put an extra bow on it or wrap it in cellophane? Because when we come up with a better system and engage our customer at that level, then we’ll create that better customer experience.

You see, when I opened the box, my expectation was that the quality of the product was going to be better. When our clients believe going in that we are going to deliver a better quality product or a higher level of service, then for the most part, we are able to deliver at a higher level. Their higher expectations create a situation where we have a self-fulfilling prophecy. Look for improving the way that you work and communicate with and deliver products and services to your clients and watch your business grow.

You know, many times, we look at our business when there’s a challenge and we go for a quick fix but we haven’t done the in-depth thorough analysis to fully understand what’s not working. We need to take the time to look at our business, to tear it apart, look at the details, and look at other businesses in the same industry.

Additionally, look at businesses in other industries that perform similar tasks because we can learn from them as well.  And when you combine all that information, we’re in a better position to determine what may not be working right.  Be accountable to establish the right expectations based on other’s successes combined with your past personal experiences.  We can then take into consideration where we want to be and come up with a diagnosis of how we’re going to close the gap between where we are and where we want to be because it’s closing that gap that will lead us to success.

Great leaders understand that while their organization may not be working at the rate or the efficiency that they want, that to get there, they need to first do a thorough examination so that they know everything that’s wrong before they try to fix anything.

Besides Chad being such a close friend we partner on delivering The Accountability Academy™ for clients looking to shift their culture to one based in accountability.  What really excites me is that we also drive their safety initiative by basing all decisions through an accountability filter.  I get to do what I love and do it with my best friend.  Now that’s a rare situation.

Visiting with my good friend and partner Chad Hymas from Sam Silverstein on Vimeo.

You see, sometimes in business, we accumulate stuff that gets in the way and what we need to be doing is we need to be focusing on the value that we deliver to our clients and nothing else because everything else gets in the way. Everything else drives up expenses. Everything else is a cost overrun for us and for the clients.

Sure, the razor manufacturer would much rather sell me a $4 razor blade than a 35-cent double-edged razor blade. But why engage in that level of business when you can deliver true value to your clients?

Look to simplify what you do. Look at the core of what it is that you do and deliver on that to the very best that you can. Sometimes, when you try to deliver something that’s so big, you do it in a marginal way rather than keeping it simple and being the best there is, the best for your clients, the best for your self and the best as a leader in trying to build your organization.  We are all accountable to be our best.

Do you look for and look to create alliances within your organization, within your industry as an individual and as a company? There are so many great ways that you can employ this tool and get the growth that you’re looking for. We need to discover and develop alliances as individuals and we need to also be open to the opportunities for alliances as organizations.

Alliances match your strength with someone else’s weakness and someone else’s weakness with your strength so that you both have the opportunity to grow and achieve the potential that you ultimately have to achieve.

Here’s the challenge. Look in your life to create an alliance between you and someone else so that you can grow either in your personal life or your professional life.  Then, inside your organization look to develop an alliance as well. Take out a sheet of paper. List all of your strengths as an individual and as an organization and then look for what strengths you would want in an alliance partner. That alliance may not come along today but by going through this practice, you will be prepared when the opportunity does present itself.

Look to create an alliance and accelerate the growth for your self individually and your organization.

You can see the entire list of speakers here.

Does that mean that sometimes you have to take the ball and shoot it? Does that mean that sometimes you have to take that project on your shoulders and make sure that it gets done? Absolutely. But to the degree that you can help the others around you be successful, to the degree that you can help them grow as individuals, then your department and your organization will grow as a whole. Being a great teammate is key to organizational growth and great leadership.

And what about be accountable? Many times, when I talk about accountability, my clients think about being able to stand up and say, okay, it was my fault. I messed up and it won’t happen again. And yes, that is part of accountability but I believe that accountability is your competitive advantage. I believe that accountability should be applied proactively, not reactively. It’s not just about being accountable when something goes wrong. It’s about knowing what you’re accountable for so that it goes right.

I believe in five accountabilities and the first of those five accountabilities is that we are accountable to do the right things consistently. I’m not talking morally right which we always need to do. What I’m talking about is that we need to know what are the fundamentals. What are the tactics that we need to apply daily, weekly, monthly in order to achieve our strategic intent? For the basketball team to be successful on the court, it’s not just being accountable when you miss a basket but it is knowing that you’re accountable to make the pass, that you’re accountable to set the pick. And in business, we need to know what we’re accountable for too, whether we’re in sales or whether we’re in the C-suite.

Be a great teammate and be accountable. That’s part of being a leader and growing your business.

Today, on my phone, I have an application that will roll three dice as well and you could play the same game using the application on the phone. For the most part, it works. However, sometimes you have to shake the phone once or twice to get it to roll the dice.

My question is, “Why do I need to engage technology when I can just pick three dice out of the drawer, roll them on the table and have just as much fun?” Sometimes in business, as in life, technology provides a great advantage. It brings us a more comfortable living.  It helps us grow our organization.

But sometimes, technology can actually get in the way. Sometimes technology can slow us down, be less tactile and take the emotion and feel out of a relationship or an experience with a client or co-worker. Sometimes, the old-fashioned way is actually the best way. Oh sure we can send unlimited emails and text messages. But you know what? The truth of the matter is, sometimes, a phone call is the best way to go and even better yet, face to face.

In providing webinars for my clients on the Internet, I’m able to share ideas that can make a difference but I still believe that at those meetings, in those conventions, when I’m speaking and sharing ideas face to face, it makes the biggest difference. My challenge to you is to look at your organization, to determine where technology will help you grow and employ the technology. But also look at the old-fashioned way and see if that might really be the better way. And then, continue to use that.

As for me, with my grandchildren someday, I know I’ll probably have to put on a Bluetooth-connected one-piece suit to play a holographic 3D version of tennis. But don’t worry. I still have those three dice in the drawer.

The first is that we are accountable for our organization to give a great experience. The customer experience should be exceptional. It should be innovative. It should be new. It should have ways that the customer can engage you that are different from engaging the competition because ultimately, clients come back because they’re satisfied with the experience they had. The relationship is part of the experience, but also what went into that transaction? What were the steps? Was it easy to do business with you? Was it fun to engage you in business?

The second area of accountability that we have to our clients is that we’re accountable to give them the opportunity to give us immediate feedback after the sale. In other words, we need to put them in a position where they can tell us what that experience was about because that gives us the information we need to improve. It also allows them to share their opinion and shows that we really appreciate how they feel about the relationship.

The third accountability is that we are accountable to follow up with the customers down the line to make sure that they are still as happy with the product or service as they were when they initially engaged us. This builds for long term relationships.

And that leads to the fourth accountability.  We are accountable to follow up with the clients to re-engage them, to offer them additional products and/or services that will help fit their needs and solve some of their problems. That’s building a long term relationship where both parties are involved and both parties are benefiting.

Being accountable to our customers in these four areas will not only benefit them but it will help us grow our organization.