Uncategorized

The Peanut Butter Method for Excellence in Innovation and Service

No comments

At the side of a beautiful, yet littered side road in Western Puerto Rico is an enterprise that models how companies should approach innovation. It’s not one of the many pharmaceutical companies with facilities on this Caribbean island, nor is it a household name. This standard bearer for excellence in service and innovation is an eclectic little restaurant and bar called Ola Lola’s Garden Bar.

ola lola store front

Run by former Michiganders John and Elaine Cosby, this quirky little gem offers commonly expected items, such as a variety of libations, along with a number of surprises, like the peanut butter burger.

Is the peanut butter burger the reason they are models for innovation and service? In part, yes. Here are five things they do exceptionally well that we all can learn from:

1. Wear your expectations on your sleeve.
Walking in from the grassy parking area, you immediately see an unusual twist on traditional welcome signage.

welcome sign

Unless you set expectations for the customer experience, they’ll set them for you. This must include not only the experience you them want to have, but how you want to experience the customer. In Ola Lola’s case, their welcome sign makes it clear who’s welcome (everyone) while also implying that they expect their customers to be welcoming of one another.

What expectations do you have? Are you making them so clear and obvious, it’s as though you wear them on your sleeve?

2. Add unexpected value, even when it may be a risk.
Ok, so now we get back to peanut butter on a burger. But that’s just the start. Add sweet pickle relish, a thin hamburger patty with some secret spices (that John won’t disclose), all on freshly baked Puerto Rican bread. All served up with extra napkins given the beautiful mess you make as you eat it. Flying back home, as I wrote this article, I pondered how soon I could go back. It was that good.

One of the reasons we picked Ola Lola’s were the evangelists on TripAdvisor who raved of this concoction as though it were manna from heaven. While there, we saw two large parties who had driven over two hours from San Juan just to give it a try.

The Innovation Equation is a great place to start planning a peanut butter like surprise for your customers:

What You Do That’s Good or Great PLUS Irresistible Value MINUS Labor and Complexity EQUALS Sustainable Innovation

Are your customers evangelizing how innovative they find your offerings? Do they write testimonials that rave about what you do and how you do it?

3. Spice things up.
New twists on old ideas are one variant of the Innovation Equation. Ola Lola’s could have left the peanut butter burger as is, but they get that risk has it’s rewards. I suspect that’s why John added some habanero chills to the peanut butter. As he told me the story of this simple innovation, he admitted that he wasn’t sure how it was going to turn out, but after he and some friends went through an entire jar of the stuff spread on crackers, they knew they were on to something.

All relationships need an infusion of energy, and those with your customers are no different. How are you spicing things up from time to time?

4. Wave often.
Positioned right by the road, John’s got a bars-eye view of the foot and vehicle traffic that goes by. Unless he’s tending to a customer, he’s waving more than a beauty queen. After more than seven years in business, it would be easy for him to take the people going by for granted, but he does not. He gets that the moment you are out of sight, you slip out of mind, and then, you’re out of contention for future business.

Too many companies, most likely yours included, become somewhat complacent, especially in reminding previous buyers to buy again. By doing the equivalent of waving often, you are in sight, in mind, and in contention for future sales.

What are you doing to ensure you are “waving” often?

5. Express copious amounts of gratitude.
As customers leave, John personally thanks each and every one, reaching across the bar to shake the hands of as many as possible. Never perfunctory, he engages with each person, albeit for just a moment. Yet, that moment is profound as you can see the gratitude, delight, and humility in his entire face as he honors their choice of picking his place.

Thanking customers for their business and heartfelt gratitude are two different experiences. “Thank you’s” are often habitual, a going through the motions type activity, while gratitude starts with a pause and a question. The pause is to focus in on the moment; the question is a quick internal inquiry to ask yourself, “What am I grateful for about this customer?” Then, and only then, does a “thank you” become more than just a perfunctory exercise.

What are you grateful for when it comes to each and every customer experience? How often are you expressing that to them directly?

Everyday, we each have experiences with providers of products and services, most of them not very memorable. These lost opportunities fade into the background when we have one of those wonderfully unusual experiences like mine at Ola Lola’s. If you’re looking to make your competition irrelevant, follow John’s and Ola Lola’s example. No peanut butter is required!

Scott WintripThe Peanut Butter Method for Excellence in Innovation and Service
read more

Creating More Collaborative Cultures

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

When two or more people put their heads together great things happen, which is why collaboration is so important. Every company has the opportunity to improve the current levels of collaboration, or create more of a collaborative culture when it does not currently exist. This week on GAIN, I’ve shared the three required elements for any organization that is practicing its ABC’s: Always Be Collaborating.

One of these elements includes adding an “er” to comments made by others as it helps them become more active participants in solving problems and engaging creativity. For example, if someone says…

…”I’m happy with the current results”, ask, “What would make you happiER?”

…”We’re already doing this pretty fast,” ask, “How would you benefit if we could do this fastER?

…”Customers are already getting good service,” ask, “What would happen if we could make it goodER?”

Of course, there is no such word as “gooder,” so you’d say “better” instead. The point is that they weren’t thinking about the possibilities of happier, faster, or better. Your job, as leader, is to get them thinking thoughts they have not yet thought. Do that and watch the collaboration, buy-in, and progress increase faster then ever.

This Week’s Radical Accountability Activating Action: There’s always an “er,” so ask people for theirs.


If you’d like to learn more about the three elements required for improving or creating a collaborative culture, join me on GAIN. Lifetime memberships start at just $29. Learn more.

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

 

 

 

 

 

Scott WintripCreating More Collaborative Cultures
read more

Practice Makes Profit; Now That’s Perfect!

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Radical Accountability is considered a practice as there is always an aspect of it that can be evolved, improved, or enhanced in some way. Practice makes profits, but never strives for perfection as that is a setup for failure. Perfection is highly over-rated as we are imperfect beings who don’t need to achieve anything near perfection in order to substantially improve results.

This is the first of the core tenets of Radical Accountability:

Radical Accountability promotes progress over perfection.

This practice of ongoing progress also includes the following core precepts:

  • Radical Accountability insists we tell our truth, even if we’re afraid it’ll piss someone off.
  • Radical Accountability requires that we be our character.
  • Radical Accountability compels us to confront ignorance that causes harm.
  • Radical Accountability abhors the addiction to multitasking, advocating single-tasking instead.
  • Radical Accountability balances work and life through healthy selfishness.
  • Radical Accountability demands compassion, especially towards ourselves.
  • Radical Accountability champions personal responsibility.
  • Radical Accountability mandates taking the shortest path, leaving the long road to sightseers.
  • Radical Accountability embraces simplicity, countering human tendencies towards complexity.

This Week’s Radical Accountability Activating Action:  Pick one of the ten tenets above and make it your action focus for the week.


How to avoid being a control freak while still remaining in control…this week on GAIN. Not a member? Lifetime memberships are on sale for just $29. Learn more.

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

 

 

 

Scott WintripPractice Makes Profit; Now That’s Perfect!
read more

Focus or Flavor?

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Paul is a classic example of being a salesman of the flavor of the month. Every month or two, he sells tasty changes to his strategy. One month, he decided that he would handle managing the sales and recruiting team himself. The next month, his branch managers were charged with that task. Two months after that, he divided his staff into pods led by a senior team member. While any one of these initiatives could have worked, none were given the time required to achieve the desired result of improving his operations.

If you consider yourself an entrepreneurial leader, chances are that you engage in this type of behavior from time to time. Your situation may not be as extreme as Paul’s, yet the damage that you may be causing your company or your reputation as a leader may be just as severe. While we often hear about politicians flip flopping about issues in our society, this problem is not limited to elections and politics.

Great leaders nimbly and efficiently evaluate areas for improvement, weigh their options, get input from their support system, create tangible goals, plan a strategy, and then explain and implement that strategy. Then, they stick with the plan giving it time to take root and have the desired impact. While this may not seem as exciting as trying a different strategic flavor every so often, it certainly creates much tastier and lasting results.

This Week’s Radical Accountability Activating Action:  Use the process noted above for creating strategies—evaluate improvements, weigh options, get support, create goals, plan strategies, explain and implement. Then, stick with it knowing your plan is well thought out. Leave the flavor of the month to your local ice cream store.


HOW DO YOU INCREASE VALUE?
Find out this week on GAIN. Not a member? Learn more.

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

 

 

Scott WintripFocus or Flavor?
read more

Magical Management

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Taking stock of where you’re at in relation to where you want to be isn’t magical, but can make miraculous things happen. All it takes is engaging the Merlin Mindset, the most powerful way to improve all of your strategies and supporting tactics.

Named after the storied figure best known as the wizard featured in the Arthurian legend, this method starts with the end in mind. Merlin is often portrayed as living his life backwards, allowing him to know the future and grow younger as time passes. The Merlin Mindset employs the power of working backwards from the end result, ensuring the outcome is maintained as the primary focus of a strategy and the tactical steps and actions to achieve that outcome.

Here are three of the key steps from the Merlin Mindset process for refocusing your company on what matters most:

  1. Design every outcome to ensure it brings tremendous value to those you serve. This selfless approach is the opposite of how many organizations go about goal-setting. When the focus is on prospering the customer, a boomerang effect of reciprocity then prospers the provider, energizes employees, and eliminates drama, distractions, and discord.
  2. Focus on how that outcome will be reached, working backwards from the goal. No ifs. No maybes. When someone says you can’t do something, find a way you can. If there are doubters, convert them or subvert them. Think nimbly and act swiftly as momentum is a great ally when practicing Radical Accountability.
  3. Use the positive energy of reaching each milestone or goal as momentum to achieve the next one, and the one after that.

While the Merlin Mindset won’t make you younger, it does make you wiser and more valuable in the eyes of those who matter most. Now that’s magical!

This Week’s Radical Accountability Activating Action:  Pause and take a quick inventory of your company’s progress to date, then, employ the Merlin Mindset in any areas needing improvement.


HOW DO YOU RAPIDLY MAKE A DESK PROFITABLE?
Find out this week on GAIN. Not a member? Learn more.

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

 

Scott WintripMagical Management
read more

Why the Basics are Not So Basic

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Back to basics is one of the worst strategies ever conceived. Having to engage in such a wasteful activity means people were allowed to stray from these core best practices. Why does this happen?

The basics are harder than most people will admit. It’s usually not the doing of them that’s difficult; it’s the remembering to do them that is the clear and present game charger. Corporate life today is often filled with too much to remember and do in too little time and space.

To improve organizational effectiveness, leaders must simplify and codify the basics, removing any and all barriers to doing them. Then, and only then, can they and should they unwaveringly hold people to these tenets. This “no excuses” approach holds everyone to task—staff have no excuse when they choose not to do the basics, and managers have no excuse when they choose not to hold people to them.

Here are the four steps to make the basics truly basic:

Simplify the Basics
Simplicity fosters sustainability. The best way to do this is by systematizing how things are done. Step-by-step approaches, memorable processes, and mnemonics all help make what’s basic and important simple and sustainable.

Stay With the Basics 
Just like rinse and repeat was a catalyst for substantial growth of sales of hair care products, reinforce and repeat reinvigorates success and growth by focusing people on core best practices. Reinforcement begins with communication of clear and reasonable expectations and is repeatedly reinforced in a variety of ways to keep the message memorable.

Master the Basics
Practice makes profits. This does not mean practicing on customers; it does involve creating a corporate practice field where team members review core best practices. Repetition to Mastery through ongoing rehearsals keeps the basics top of mind while allowing people to safely expand their expertise through successes and failures.

Evolve the Basics 
Markets change as the needs of customers evolve over time. So must the basics. Companies must shift and adapt them to meet these evolving needs. Even if you want things to stay the same, change that addresses the changing world is required.

Getting back to basics one last time is prudent, as long as everyone stays with them from that point forward. There is nothing more basic than sticking with what works. 

This Week’s Radical Accountability Activating Action: Pick a core best practice and apply the four steps by the end of the week. Then, rinse and repeat!

 

Action into thinkinking


Last Call for GAIN Charter Memberships
People in the staffing and recruiting industry have often said they’d love to keep me in their desk drawer, allowing them to open it anytime they need advice or support. While I’ve yet to find a big enough desk to fit into, I have developed a new membership offering that gives you top drawer access to my expertise when and how you need it.
Learn more

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

Scott WintripWhy the Basics are Not So Basic
read more

Happy Renewal!

No comments

For many, regardless of their beliefs or religion, Easter represents a time of renewal. New growth, a fresh look at the world, and a wealth of possibilities begin this holiday weekend.

This video, that my wife Holly recently came across, shows that anything is possible.

May today and the weeks to come be full of amazing possibilities.

Happy Easter. Happy renewal!

Scott WintripHappy Renewal!
read more

LOSING YOUR OWN BAGGAGE – Using Baggage Claim to Grow Your Business and Enhance Your Life

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Baggage claim at the airport is a losing experience for some people as they wait, without success, for their luggage to show up. While losing your baggage is a hassle when flying it can be a transformational catalyst for evolving two things very near and dear to you—your business and your life.

What is baggage? It’s anything that no longer serves you well at work or home. This can include many aspects of business, including processes, priorities, and even people, and those that are personal, such as routines, responsibilities, and relationships.

It’s hard to grow or improve even a great company when you’re carrying around things that don’t fit where you want to go. Losing Your Own Baggage is a process for spending some time in Business Baggage Claim, your chance to get rid of anything that no longer works for you or your company. You wouldn’t just watch your luggage go round and round on the baggage belt without picking it up. Nor should you tolerate anything that perpetuates the status quo when there’s an even better tomorrow just waiting for you once you make it happen.

Here are three steps to get you started on making baggage claim a place where better business begins:

Lift
Just like you lift your bags off the belt, positive change requires taking up and taking action on areas for improvement. Use the Business Practices Spectrum to categorize key business methods into the four categories. You’ll be using this information to know which bags needs to be lifted and those that should be left alone.

Learn
Look closely at what you catalogued as Repetitive Practices or Sustainable Practices. Whatever you do, don’t ponder “why” you’ve endured any of them. The why doesn’t matter, and ruminating on it keeps those bags on the belt. Instead, learn what you need to learn by reviewing each for what doesn’t work or work as well as you’d like.

Lose
If you were going to replace and upgrade your luggage with a set that had better features, you’d make a better choice by knowing what better means. The same is true in Business Baggage Claim as well. Using the information from the Learn step, collaborate with your team on designing a new process or method that addresses your definition of better.

The process of Losing Your Own Baggage has helped companies transform many aspects of their businesses. These include a stagnant sales process that became energized by cross-selling and added tremendous depth and diversity to the customer base. Another is when customer service stopped costing a company money and instead became a significant revenue generator for the organization.

This Week’s Radical Accountability Activating Action: Take some time to offload what got you here and take on what will get you to a better “there.” The result will be a here today, growing faster tomorrow opportunity all because you’re losing your baggage faster than any airline could even dream.

Action into thinkinking


Final Days for Charter Memberships to GAIN
People in the staffing and recruiting industry have often said they’d love to keep me in their desk drawer, allowing them to open it anytime they need advice or support. While I’ve yet to find a big enough desk to fit into, I have developed a new membership offering that gives you top drawer access to my expertise when and how you need it.
Learn more

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

Scott WintripLOSING YOUR OWN BAGGAGE – Using Baggage Claim to Grow Your Business and Enhance Your Life
read more

Attitude Isn’t Everything

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Those who claim attitude is everything are most likely struggling with attitudinal challenges from others or even themselves. Truth is, too much focus on attitude is the wrong focus. The moment we give one particular human attribute too much attention is the very moment it becomes harder to manage.

Attitude isn’t everything; it’s just something that can be changed through a shift in thinking. This is the aspect many people find challenging – changing their thoughts.

Thoughts have momentum. The more a thought persists, the stronger it gets. Melinda, a CFO I coached, learned this the hard way. She was on the cusp off losing her job because of her negative attitude and sought my help to change momentum.

Melinda had been trying to think her way into a new way of acting and got nowhere. In our coaching, I showed her how to act her way into a new way of thinking (the Action Cure). Within a few weeks, her attitude transformed as did her leadership. She not only kept her job, she enhanced her credibility and improved the results of those around her.

Radical Accountability is important as it right-sizes our responses to ensure we are always doing what matters most. Attitudes matter, but not so much so that you need an entire self-help book to change them. Applying the Action Cure right-sizes attitudes simply and swiftly.

This Week’s Radical Accountability Activating Action: Help those you manage to apply the Action Cure when their thinking and attitudes could benefit from transformational action.

Action into thinkinking


NEW OPPORTUNITY – GAIN with Scott Wintrip
People in the staffing and recruiting industry have often said they’d love to keep me in their desk drawer, allowing them to open it anytime they need advice or support. While I’ve yet to find a big enough desk to fit into, I have developed a new membership offering that gives you top drawer access to my expertise when and how you need it.
Learn more

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

Scott WintripAttitude Isn’t Everything
read more

Brutally Honest or Honestly Brutal?

No comments
Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting what matters most done.

Next time anyone claims they are being brutally honest, ask yourself, is brutality of any kind really necessary?

These occurrences often start with an exchange of emails or texts. One person thrusts with nasty words, then the other one parries with sarcasm. Before long, it’s common that the following words appear:

“I’m not going to apologize for being brutally honest.”

“Well neither am I!”

Real, helpful honesty requires no brutal words, actions, tone, or delivery. It engages people in wanting to be part of a collaborative dialogue rather than retort, react, or run. It’s delivered in a conversation, not through cold and impersonal emails, chat windows, or text. Honesty, done right, also follows the three rules for Direct Compassion. The most effective leaders and team members only occasionally need to apologize for poor communication and, if they do, don’t hide behind not wanting to or over-used cliches like “brutally honest.”

Brutality, be it honest or not, serves no positive purpose between people who desire lasting professional or personal relationships. Efficient communication is always a dialogue, not the one-sided monologue that happens too often because of technology.

This Week’s Radical Accountability Activating Action: Pick up the phone or, even better, have a meeting when you have to deliver feedback or need to resolve an issue. And be sure to follow those three rules of Direct Compassion.


NEW OPPORTUNITY – GAIN with Scott Wintrip
People in the staffing and recruiting industry have often said they’d love to keep me in their desk drawer, allowing them to open it anytime they need advice or support. While I’ve yet to find a big enough desk to fit into, I have developed a new membership offering that gives you top drawer access to my expertise when and how you need it.
Learn more

Follow me on Twitter! You can find me here: https://twitter.com/ScottWintrip
Every day I provide pithy pieces of advice and wisdom. Join the growing crowd who read these gems every day.

You may subscribe and encourage others to subscribe by clicking here.

Check out my podcast series called Simply Scott on iTunes.

If you’d like to reach me, email: scott@ScottWintrip.com or call my direct line: (727) 502-9182

Visit my web site: https://www.WintripConsultingGroup.com

 

Scott WintripBrutally Honest or Honestly Brutal?
read more