Structural Integrity: What Does It Mean for You?
Joy Montgomery

You know that product or service you’re going to sell requires structural integrity just the same as the building you’re sitting in. What happens next?

Clearly, the sooner you have the solid structure - standards and procedures, the sooner you have the base for better profits, greater customer satisfaction, and greater success. You decide when you want that solid structure in place but the "rule" is - the sooner the better. Specifically:

Pre-Sales:

Don’t be caught like a deer in the headlights when success is headed in your direction. Know in advance what it will take to deliver what you have promised your customer.

Production:

Don’t let your procedures develop without controls. Know and formally define in advance exactly how your operation is going to work.

Delivery:

You want to deliver the right product to the right location at the right price at the right time. Your customer wants the same thing. Spell out how that is going to happen ahead of time.

Customer Support:

Eliminate suffering! Be sure you understand what the expectations are and how you are going to meet them.

Continuous Improvement:

Once the standards and procedures exist for your solid structure, improvements are just a matter of tweaking your well-defined processes.

Seven Critical Signs Your Process Needs to Be Improved
Joy Montgomery

Do your processes need to be improved? Here are seven time-tested signs:

1. Teamwork:

The blame game. When something goes wrong, does it result in fingerpointing? If you have warring departments, you will never have a productive team. In one case, bickering between engineering and marketing departments brought about the closing of what had been a profitable division.

2. Customer Satisfaction:

Are Tech Support and Customer Service drowning in calls? If your customers are complaining, they are NOT recommending you. Shipments that don’t match the order, products that don’t perform as expected, and instructions that can’t be followed won‘t build your business.

3. Loss:

Are things “falling through the cracks”? At a mortgage company, the mail clerk emptied the inter-office envelopes and tossed them up on the shelf. Months after a six-figure cashier’s check went missing, another employee accidentally found the missing check in one of those envelopes.

4. Training:

Training for new employees is too long. Weeks, or even months after the initial training, the not-so-new employee is still asking others how to do something. A new division of a large company used temporary employees as receptionists and file clerks. Most of the time, they lasted only a few days. As time went on, the file drawers got so messy that they could not be closed. Important papers were torn apart trying to retrieve them from the files. One 4-drawer files fell forward, injuring an employee. Seem impossible? It happened.

5. Costs:

Costs are too high. Does it seem as if you can’t compete? Are you thinking about off-shoring your operation? Will you find new employees who can immediately understand your mission, your objectives, and perform as you want? Labor is rarely the reason a company cannot be competitive. Waste is the issue – wasted time, wasted motion. In one company, a committed effort to reduce waste reduced the time to build their product from six weeks to 18 hours.

6. High Turnover:

Losing employees? Issues between managers and employees? It’s unlikely that anyone who works for you wakes up in the morning and says: “I think I will perform poorly today.” The issue is more likely that they don’t really know what is expected of them. Many years ago, I received a poor evaluation for appearance from a manager who was very stylish. She didn’t think I wore enough makeup. Most often expectations are not that trivial, but they might not be known.

7. Inventory:

Is it a nightmare for you to account for your inventory? Do you spend an unreasonable amount of time trying to reconcile records? In one small manufacturer’s operation, there was a single shipping/receiving clerk. When a shipment came in, he had to go to the front office to get the paperwork. Because the trucker was on the clock and the clerk knew the paperwork could take a long time, he would sign and let the trucker go. As soon as the clerk left the area to get the paperwork, the teams with work waiting for parts would “loot” the incoming shipment. Much of the inventory never made it into the records.

Time to Market vs. Creeping Elegance
Joy Montgomery

Being first is important. We all know who flew across the Atlantic first. Few know the name of the fellow who did it next and did it faster and more accurately. The same time-to-market issue applies to products. How many people still call facial tissues Kleenexes and copiers Xeroxes? They were first and remain foremost in the minds of customers.

At the same time, elegance is vital for the success of a product or service. An exceptional product is remembered and customers become evangelists. However, creeping elegance (the it’s-not-as-good-as-it-can-be mentality) can be the first step in a company’s failure.

So, if being the first and being the best are both vital for the success of your product or service, how do you find the balance? Simple. By spelling out a well-defined process, by developing and adhering to standards for project management.

Step 1 is a User Requirements Document, a Marketing Requirements Document, or a Product Requirements Document. Sit down with your customers and determine what they need now. Prioritize their wish list and get agreement on what the first basic release of your product or service will address.

Step 2 is to develop the product or service you have agreed to deliver in that first release and deliver it – no more, no less. All the wonderful enhancements that pop into the minds of your brilliant developers will go into a bucket for future releases that will enhance your market position. For now, get a revenue stream started!

Step 3 is to find out what satisfies and what aggravates your customers about the product. Meet your customers in person, monitor your Customer Service and Technical Support calls, and determine which enhancements waiting in that bucket are the most important to the customer and are practical for the next release. Start developing the next release.

Now, do it over again and again until it’s time to develop a new product or service – the Next Generation.

Do not be like the company that REFUSED to sell their product (a six-figure sale) to a prospect because they were still adding features. If your product is healthy, you will always be adding or improving features. Don’t let that stand in the way of getting your product out to market in a timely fashion.

Time to Market and Creeping Elegance do not have to be at war with each other. They can work together to make your company a success.

How Do I Know What Kind of Help to Look For?
Joy Montgomery

Resumes by the Hundreds: 7 Steps to Screening
Joy Montgomery

You were overloaded and knew you needed to get some help. You posted the position online or advertised it in the paper. If you started with the clear idea of what kind of help you need, it will be easier. If you decided to do it on your own and wound up with hundreds of resumes, here is a simple process (I call it brutal screening but it's the best use of your time and will get the kind of results you want):

1. Open them all and put them in a pile (staple together any that have multiple pages).

2. Go through the pile the first time, looking for nothing but appearance and put any bad looking resumes either in a separate stack if you can afford the time and money to respond politely or in the wastebasket if you are strapped. Do you want someone who doesn't take pride in their work to work for you?

3. Go through the remaining resumes and look at the objective. Is it your objective or is it a vague announcement of the applicant's wishes? If it's not your objective, into the reject receptacle with it! Do you want someone who can't focus on the task at hand to work for you? The pile is getting smaller, isn't it? Feel better about the brutal process?

4. Look at the remaining resumes for the skills you clearly stated were important to you. Don't see them? Into the reject receptacle with it! Can you afford to hire someone who can't get to the point clearly and concisely? It's really shrinking now, isn't it?

5. Look at the experience. Is there anything that tells you that the applicant can apply the skills you need in a way that will contribute to your success? Can't tell? Into the reject receptacle with it! Will someone who just goes through the motions help you succeed or would you like someone who does the best job they can wherever they are. You should be left with a very small stack of resumes - your "short list."

6. Prepare a short list of questions or "talking points" that you want to start with. Got clerical help? Have an administrative assistant make the first call, a screening interview and make sure they know what their task is (If you're doing it yourself, this should be easy). Whoever makes that screening call needs to take notes about the responses and about the attitude. Some people will actually be less than polite to someone they think is "only a clerk."

The Mythical Skills Gap: Where Are the Well-qualified People?
Joy Montgomery

There are a lot of articles that have been written about the "skills gap." Many of them point to this phenomenon as a major reason for offshoring jobs. In my opinion, there is no skills gap. There may be a gap between what employers are willing to offer for skills and what constitutes a living wage in the United States. Three groups of people have all the skills you need and they are readily available:

1. Over 40: Skilled people in your industry and in related industries who are older than your HR people and don't get past the first interview. Think you might be able to use breadth of knowledge? Look at a wider range of ages when you're hiring and don't allow age discrimination to slip in to your company. Sometimes, even the people who do the initial interviews don't realize that they are eliminating skilled people for reasons related to their level of comfort with the applicant. I was once rejected for a staff job that I was extremely well qualified for because the interviewer told the recruiter I was "too comfortable." You may not know why you're having a hard time finding the great people you need. Look at people who have used their skills to make other companies successful.

2. Veterans: Uncle Sam has spent a fortune teaching people leadership skills, stress management, how to work under pressure and how to exhibit their best qualities under the worst conditions. Veterans are coming back and not getting the kinds of jobs they are extremely well qualified for. Can you be sure that your HR people are not just reacting to their discomfort with people who have been in combat? Veterans from World War II, Korea, and Viet Nam returned, applied their transferable skills, and kept this country going strong. If you want employees with a commitment to the goal and a commitment to their team, hire a Veteran! If a person can apply their skills and bring about a successful conclusion to an assignment under fire, they can sure help you become a success. A great success story is about a very large company that hired an entire team returning from combat and gave them a project. They were so delighted with the teamwork, performance, and quality of a diverse team in both age and skills that they will do it again. The people you need are here. Get them started working on your success!

3. Interns: Internships are an important part of a young person's education. While it is possible to find interns who will work for free, I recommend paying them as you would pay a part-time employee. You will get more than you give. One expert recommends giving them a place to work and letting them go for the first week. You may get benefits well beyond your expectations if you don't try to completely control their contribution to your company. For many small companies and startups, there are functions that are waiting until they have enough business to hire people in roles like Marketing, Human Resources, Research, Communications. Right now, there are students who need the real world experience to make them better contributors to our society, our nation. Right now, you may have the opportunities they need and the need for the benefits they will bring you.

7 Tips for Clear, Concise, Verbal Communication – Presentations that Pop!
Joy Montgomery

1. Keep the goal in mind

Have a very clear idea of a problem to be solved, an issue to be resolved. Know from the start what your call to action will be. Everything you do from beginning to end will support that goal. Don’t ramble or include irrelevant material Keep it short, sweet, and to the point. The best speakers have always stayed on point and used plain language to support their point.

2. Outline – tried and true

The old tell ‘em what you’re going to tell ‘em, tell ‘em, then tell ‘em what you told ‘em. It really works. Instead of copious notes that you’re tempted to rely on, index cards with your heading and subheadings or a single page with your outline on the lectern or podium will keep you on track. If you’re using a PowerPoint presentation, use the screen that faces you as your notes.

3. Open with an attention getter

Whether it’s a startling statistic, a question for them to respond to, getting them all out of their seats for an exercise, or a humorous anecdote, you want to get their attention. You want them to sit forward in their seats, raise their eyebrows, show signs of life, even if it’s right after lunch. Once you have their attention, your job is to keep it.

4. Use three points to make your main point

Make the structure solid. Don‘t bounce back and forth from one supporting topic to another. Have your three points and keep them clearly differentiated. If you have a handout, nothing is more distracting than having the audience flip back and forth through the pages. Keep the structure in place so people don’t have to work to follow your logic.

5. Keep them awake

Surprise them with an unexpected action or loud statement. Darren LaCroix, the 2001 International Champion for Toastmasters and successful professional speaker and coach, fell on his face to show the audience that falling on your face isn’t as bad as we think and kept talking. If you don’t know how to do something safely, don’t do it but do surprise them.

6. Keep the visuals simple

Nothing pops less than a presenter who reads lengthy notes or PowerPoint slides to the audience. You might as well offer pillows and blankets to the audience as they file into the room. Use your outline headings on your visuals, not paragraphs. Use graphics and photographs. It’s true that a picture is worth a thousand words. Before and after pictures side by side can tell your story.

7. Have a closing that sticks with them

Tie your conclusion back to your opening, reiterate your three main supporting points, and say how your approach is going to solve the problem or resolve the issue. Give your audience a call to action, a specific step that will make a difference. If there is a physical or internet address they need, give them the address in your handout or on a card. Invite them to follow up with you.

Communicate on Purpose by Phone

Miscommunication happens all the time. On the telephone it’s even easier to have communication problems. Whether you reach a live person or have to leave a message, time is money – your time and theirs. Keep it simple and keep it short.

1. Set aside time

Make sure you have time to complete the call if you get the other party on the phone. Don’t try to fit it in between meetings or when you have some other commitment. Pick a time that ensures that you have time to complete the conversation. Pick a time that ensures that you can accomplish the purpose of your call.

2. Introduce yourself

Say who you are and what your phone number is. Sounds like a “no brainer,” right? People get busy and they forget to do this more often that you might think. Have you ever replayed an important message over and over to see if you could detect who that voice belonged to? It happens all the time.

3. State your objective

What is it that you need? Say it clearly and concisely – one to three sentences. If you have to write it down ahead of time to keep clear on how you want to say it, write it down and have it in front of you. They won’t know you have a script if you smile while you talk and you won’t be wasting their time or yours.

4. Don’t ramble

One company CEO made weekly taped calls to many thousands of employees around the world. Twenty minutes was an average call and somewhere in the rambling message there would be an action item. He wanted something to happen so he would know that his employees listened. Thousands of “man hours” were spent listening and re-listening to guess what was needed.

5. Ask questions

No matter how much thought you put into your clear, concise message, you can’t assume that they heard what you meant for them to hear. Get confirmation that they know what you need. Find out if they need more information from you to deliver what you need. It may seem like “overkill” but miscommunication happens and delays results.

6. Keep it friendly

Smile while you’re on the phone. A friendly, open voice comes across to the listener. You don’t have to make it too personal but keeping the tone friendly makes projects run more smoothly. It makes a connection that’s difficult to make without body language or eye contact. It’s a tool that makes communication easier and more purposeful.

7. Verify the next step

At the end of the call, give a time that you will provide any additional information they asked for and a time that their part of the action is needed. Thank them and let them know that you’re available if they need anything else. Your clear, concise communication will make sure that your projects are completed on time and within, if not under, budget.

Conclusion:

Your ability to get the results you want will depend, to a great degree on clear, concise communication by both parties.

Communicate on Purpose on Pages

Miscommunication happens all the time. When you eliminate personal interaction, it’s even easier to have miscommunication. For the success of your business and the success of the people you’re writing the material for, avoiding miscommunication and choosing to communicate on purpose is key. Frustrating customers is not a good way to keep them or get them to be evangelists for your product.

1. Start with your objective

What is it that you want to accomplish? If you have a clear idea of the results you want, keep your attention on that. Make the title of your work fit the results you want. Make the titles of the sections match specific objectives.

2. Keep the language simple

Even the most complex subjects can be explained in simple language. Even the smartest people, when reading about very specialized technical material can appreciate simple language to carry the complex information.

3. Have a relevant organization

Match your organization to what the reader sees. Maybe the software is not organized in a way that seems logical to the reader but they will get it if the documentation is organized to match what they see on the screen.

4. Break it down into easy pieces

Chunk the information. Instead of pages of instructions, break the tasks down into steps that can serve as benchmarks. Instead of “Build a Car,” instructions can be about the different operations required to build that car, like “Assemble the Frame” and “Install the Engine.”

5. Use graphics

Use tables, diagrams, photographs, whatever it takes to deliver the information. One 50 page white paper for a VOIP company explained the technology in 37 pages of text. A single graphic replaced the 37 pages and reduced the paper to a quick read about the value of the product.

6. Keep it short

One of the best user’s guides I ever used was for an early flowcharting tool. In 4 pages, the user knew the basics and could start using the tool. The entire manual was just over 30 pages and included advanced techniques and troubleshooting.

7. Get feedback

Provide a feedback form and telephone numbers for Customer Service and Technical Support. The questions and complaints your company gets are the basis for improvements in the product and in the documentation. Don’t miss out on this value!

Conclusion:

Your ability to satisfy your readers will depend, to a great degree on clear, concise communication.

Communicate on Purpose in Person

Miscommunication happens all the time. It’s pretty amazing how easy it is to not understand each other. Sometimes, it’s unintentional. Sometimes, it’s deliberate. Sometimes, misunderstanding is a choice. For business success, avoiding miscommunication and choosing to communicate on purpose is key. Miscommunication costs your company time and money.

1. Start with your objective

What is it that you want to accomplish? If you have a clear idea of the results you want, keep your attention on that. Differences in or with people are less likely to get in the way if you keep the focus on the purpose of your communication.

2. Keep the language simple

Great communicators, people like Abraham Lincoln and Rabindranath Tagore, used simple language to reach people. Even the most difficult presentations can be expressed in plain language. Don’t make your words a barrier to understanding.

3. Have a logical organization

The old tell ‘em what you’re going to tell ‘em – tell ‘em – tell ‘em what you told ‘em really works. If you’re clear on the results you want to achieve and you organize material to make it stay in the minds of the audience you’ve got it made.

4. Break it down into easy pieces

Three points are usually sufficient to complete your message. One step is usually sufficient to get a project started. One to three action items for each team member can take a team a long way between status meetings.

5. Get them involved

Whether it’s online or an in person presentation, interaction helps to get the results you are after. Include exercises, activities, or questions. Don’t just deliver information to people. Your purpose in communicating is to make it stick.

6. Keep it short

A video explaining high density vertical bioreactors was only a few minutes long. A technical expert in a lab coat took viewers from zero knowledge about the topic to a pretty solid understanding of the technology in only a few minutes.

7. Verify that they “got it”

At the end of the presentation, use a group discussion and draw out the shy people or, if action is required, have each team member say what their action items are. Don’t underestimate the business value of clear, concise communication.

Conclusion:

Your ability to get the results you want will depend, to a great degree on clear, concise communication by both parties.