Sunday, September 18, 2011

Focus on what really counts ...

“Don't dwell on what went wrong. Instead, focus on what to do next. Spend your energies on moving forward toward finding the answer.” Denis Waitley

So often people focus on the things that really don't make a difference in their life and career, and they let the important things go by.

They focus and harp on the little things. Things that really don't, at the end of the day, make a difference. Things like putting something in the wrong place or forgetting a detail that doesn't make a difference when one should focus on how they serve their customer or family or community -- the big things.

It is like the expression "chasing a nickel while dollars fly away ...." You lose big while thinking small. Like passing up a promotion because it might mean an hour or so a day of extra work ... or demanding that your way is the one and only way to do something and being closed minded (you never win at this for sure and you will not grow or be promoted in your career if the mind is closed).

Take Mario who I met on a river cruise in Europe this past summer (I never stop working!). ( He commands a staff responsible for providing impeccable. --- and I mean impeccable - service to 150 passengers who expect the best -- always.

Mario's theory about managing is getting his team to focus on what is important:

... Smile always
... Acknowledge the customer/guest
....Do what the customer asks and then go one step beyond

"I don't overreact if the fork isn't perfectly placed but I will provide a reminder and firm coaching if one of the staff does not respond to the customer or the very worst, is curt. These are the big things that the customer will never forget. I work as a member of the team and pitch in and always with a watchful eye. When I see something array, I wait until the customer is gone and I coach the staff member, with respect always.

Mario leads by example , respect and a focus on what is important and his staff knows it. Being honored by CondeNast as the top river cruise ship in the world for 2010 is surely a reflection of this, and it shows.

"To my team I am Mario, one of the team and not their boss. When they mess up and don't focus on what important, they know I will become Mario the boss and our goal is simple - don't let this happen.

Focus on what is important – let the other things go. You will achieve more and be fulfilled. And thank you for reading this. - Dan

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