Archive for Email

Where are my keys?

My father was constantly losing his keys. I remember many times helping him search for them. It was extremely frustrating and we would waste so much time trying to find those keys. So, I have established the routine when I come home of placing my keys in a designated bowl.

This habit has saved me much frustration, as well as wasted time and energy. It is a small thing but has helped me avoid unnecessary aggravation.

This is the significance of creating what we call “repeatable processes.” By establishing how to perform tasks (or processes) in the same way each time, a Company reduces errors, increases both Customer and Staff satisfaction, and saves time and energy. I joke that it is better to do something the wrong way every time than to do it differently each time. Do not misunderstand. I am not suggesting you do anything incorrect or wrong. I am encouraging creating processes that are designed to be efficient and effective and worth being repeated.

Evaluating your processes positions a Company for sustainability and growth. Do you need help evaluating your processes so you can determine how to build those worth repeating?  Contact me at to schedule a quick call to explore how we can help. Also, check out our blogs and previous newsletters and/or emails at


Research has shown that 80% of New Year’s resolutions fail by the second week in February. So, what does this tell you? We have trouble finishing what we start. It is human nature to get sidetracked, unfocused, and swayed in other directions.

However, if we have the “sticktoitiveness” (yes, that’s a word) to stay with a resolution or goal, the end results can be quite powerful. What happens when you fulfill that resolution or meet that goal? Conquering them creates a sense of accomplishment and it could solve a problem that was an obstacle.

The advantages of sticking with that resolution and/or goal reap amazing rewards. Unfortunately, we often lose sight of that ultimate goal.

So, as we move to the end of the first quarter, remind yourself of why you set that resolution or goal in the first place. The well-known acronym SMART may refocus you with these hints:

S = specific: Is your resolution/goal clearly defined? Be sure your resolution/goal is specific.
M = measurable: Do you know how to determine if you are moving toward your goal? Establish monitoring methods to evaluate your progress.
A = achievable: Is your specific resolution/goal both stretching you, yet achievable? The resolution to increase revenues by 500% is probably not achievable. Be sure to be realistic.
R = relevant: Does this resolution/goal really matter to you? Are you willing to put in the work to achieve it? Focus on what is relevant to you.
T = time-bound: What is the timeline for achieving this goal? If you have not already, establish a clear timeline for milestones that are specific, measurable, achievable, and relevant that increase the probability of meeting your goal.

Is one of your resolutions to strengthen your organization and position it for growth? If so, My COO Resources can provide a defined structure to do this.  Questions? Do not hesitate to contact me at Also, check out our blogs and previous newsletters and/or emails at

I need moisturizer

One unpleasant challenge in the winter are those dry, cracked hands we get because of the lack of moisture that results from washing our hands more than normal and the lack of humidity in the outside air. The furnace drying out the air does not help either.

It is amazing how much those small, little cracks in our hands can bother us. Just like a paper cut, even though they are typically quite small, they can be quite disruptive. It makes it more difficult to open a jar or pick up something. How can such a small irritant create such discomfort? suggests that the best prevention is to begin using moisturizer before the dryness and cracking occurs or to get ahead of the problem by using moisturizer so it does not get worse.

Such is the case with an operational challenge within our Companies. It may really be quite small but it can create havoc and disruption. So, the best prevention is to become more aware of what issues can cause “cracks” in how you do business. For example: paying attention when there are errors and customer complaints and immediately addressing what is causing them will reduce long term frustration.

Just like we cannot completely avoid the dry skin that results from winter, we cannot avoid operational issues arising. It is what we do with those issues that can cause more grief than necessary.

Need help to understand what operational issues are impacting your Company? Take our FREE, four assessments by registering at so you can minimize the “cracks” that come from those issues.

Questions? Do not hesitate to contact me at Also, check out our blogs and previous newsletters and/or emails at

Installing my new doorbell

I received a Ring doorbell as a Christmas gift. The instructions were clear and concise on what was needed to set it up. I was able to follow the steps until the instructions to mount it on the front of my house. The instructions explained that this step would require a specific drill and bit if mounting it to brick. So, I knew right away I had limited experience or skill to do this last step. Plus, I didn’t have the right tools.

Fortunately, my friend Bob was able to provide the needed tools, skills, and experience to mount the new doorbell for me. (Thanks, Bob!)

The Chinese philosopher, Han Feizi said: “Knowing the facts is easy. Knowing how to act based on the facts is difficult.” We all face situations where the facts are clear; it is the “how to” we struggle to resolve.

Quite often, a My COO Resources’ User will complete the four, free assessments and tell me that the biggest challenges identified did not surprise them. However, the User also confesses they need help resolving those identified issues. By upgrading their membership, the Solutions within My COO Resources will provide the roadmap to address those issues.

Like my new doorbell, I needed clear instructions and the right tools, skills, and experience to solve that problem. My COO Resources will do that for your operational challenges.

Questions? Don't hesitate to contact me at And check out our blogs and previous newsletters and/or emails at

Dreams versus logic

Have you ever had a dream that when you woke up you wondered what you were thinking? For example, did you dream you were looking for someone and instead of calling them on the phone to connect, you ran all over town trying to find them? Or, you were told to wear a crazy outfit and didn’t even question doing so? Dreams sometimes just do not make any sense. It’s as if our logic is unavailable when we sleep.

This also applies to what we do every day. We are sometimes so close to something we just cannot see what should be done. It is as if we are walking around in our sleep and have lost our ability to think clearly. The saying “I can’t see the forest for the trees” exemplifies what happens when we are hugging that tree and miss so much that is around us.

This is the value of having expert advice available to help. When we get busy with our daily responsibilities we sometimes lose sight of what we need to do to accomplish a goal. Those Experts can provide us with the logic we sometimes miss.

As we work to meet our goals in 2018, identifying those areas where we need that expert advice will go far in keeping us from sleep walking. Need help with dealing with any operational challenges? We can help. Don’t hesitate to contact me at And check out our blogs and previous newsletters and/or emails at

The Pig and the Chicken

There is a fable about the chicken and the pig. It goes like this:
A pig and a chicken are walking down the road.
The chicken says: "Hey pig, I was thinking we should open a restaurant!"
Pig replies: "Hmm, maybe, what would we call it?"
The chicken responds: "How about 'ham-n-eggs'?"
The pig thinks for a moment and says: "No thanks. I'd be committed, but you'd only be involved."

As we start a new year, are you the chicken (only involved) or the pig (totally committed)? This year can bring amazing results; yet, our level of commitment will impact that.

What do you want to accomplish this year? What are your 2018’s goals? What commitment is needed to accomplish this? If one of the goals is to improve your operations, then My COO Resources is a great do-it-yourself tool to identify your weakest areas and chart your course for improvements.

Take the first step today by registering and taking the free four Assessments at  Questions? Don't hesitate to contact me at And check out our blogs and previous newsletters and/or emails at

Suffer to get happiness

In the article "Three free ways to get happy,"; the writer Jean Chatzky proclaimed that to “suffer for 15 minutes a day” is one of those ways to boost your happiness. For many of us, we can confess there are a multitude of tasks that we just do not want to do. Yet, we also know that if we take on these tasks a little at a time, we will – over time – reap rewards. Those accomplishments do create a sense of happiness.

When I read that comment on the 15 minutes of suffering, it reminded me of so many folks confessing that they know that if they just would begin tackling an unwanted task, it would benefit them. This “suffering” is quite like Aldridge Kerr’s proprietary methodology, Doable, Chewable Chunks ©. Spending a few minutes every day on such tasks begins to create the momentum necessary to create improvements.

What task should you “suffer through” to reap those rewards? One task may be to commit to using My COO Resources to begin improving your Company's operational effectiveness. Allow yourself to suffer just 15 minutes each day so you can get happy.

Questions? Don't hesitate to contact me at And check out our blogs and previous newsletters and/or emails at

What it takes to be cane free

I injured my knee. If you have seen me over the last several months, I am hobbling around and (oh, dread) having to use a cane so I don’t stumble and fall. It has slowed me down and has been an obstacle to me accomplishing what I need to do every day.

I am embarrassed to admit that I went weeks before I finally bit the bullet and saw a doctor. It was clear I needed physical therapy; so I started that journey. Then, when physical therapy was not resolving the issue, the Surgeon identified that surgery was needed. I, quite frankly, was shocked. I had not realized how seriously I had damaged my knee and that surgery was going to be required.

This unpleasant process was a reminder that I would have never resolved the pain I was experiencing in my knee if I had not reached out and obtained expert medical advice. In addition, both the Surgeon and the Physical Therapist advised that my recovery is progressing much better because I am putting in the work to get this behind me.

As in my situation, so often, we stumble (pun intended) around trying to solve a business problem that if we had obtained expert advice, the problem would be resolved more quickly and with a better result. Of course, that business problem and subsequent pain still needs our involvement to resolve it, but obtaining expert advice steers us in the right direction so that we can accomplish what needs to be done.

What are the lessons here?
1. When we have a problem or challenge outside our skill sets, obtaining advice from Experts will help resolve it more quickly and effectively.
2. In most situations, we still have work to do to resolve the problem. We need to commit to rolling up our sleeves and doing our part to reap the results we desire.

Are you experiencing operational pain? Register today at and learn where you and your Company have operational challenges that need to be addressed; that is the first step in obtaining expert advice. Then, My COO Resources can provide the step-by-step solutions you can work through to resolve your operational challenges.

Questions? Don’t hesitate to contact me at Also, check out our blogs and previous newsletters and/or emails at

By the way, hopefully, the next time you see me, I will be cane free.


Subject: 1 + 1 = 5 or 6 or more

I recently had the privilege to participate with a group of folks who together were able to accomplish an exceptional amount in a very short time. I cannot share the specifics but it was an extraordinary example of the power of a group of folks coming together to accomplish much more than could be done by just one.

In the book, Seven Habits of Highly Successful People, Steven R Covey’s sixth habit recognizes that when there is synergy between at least two people so much more can be accomplished. Covey believes creating synergy is paramount to a Business Leader’s success. I experienced that synergy recently when the group of people came together.

A common challenge that Business Leaders face is they are often unable to find Trusted Advisors to create that synergy. One of My COO Resources’ Assessment questions asks if the User has established Trusted Advisors that we as Leaders need in order to be able to more effectively create excellence.

My COO Resources encourages Leaders to establish relationships through a Coach, Trusted Advisors, or formal Advisory Council/Board that will create that power that only can be accomplished through the synergy of others. It exemplifies that 1 + 1 equals much greater than 2 because we can accomplish so much more when we work together.

There are multiple questions within My COO Resources’ Assessments that help Leaders see where they have operational challenges that need to be addressed. If you are curious as to what are the other issues that need to be identified, get started today for FREE by registering to take the Assessments at

Questions? Don’t hesitate to contact me at Also, check out our blogs and previous newsletters and/or emails at

Just one more step

Over the last month or so, I have observed and/or experienced several “missteps” by service providers. Those missteps resulted in poor customer service. Some of these missteps included:

  • The waitress delivered the food and everyone’s order was wrong – and when she went to correct it, she still got it wrong
  • The dryer repairman failed to check some basics and ordered multiple parts. Once another repairman arrived, it became clear those parts were not needed and just a minor adjustment was required
  • The customer service rep failed to react to a customer’s concern that the repairman had already come out 4 times and still had not resolved the problem.

In each of these examples, if there was a step in the process that included a quality check and/or escalation process, these missteps would have been avoided and the customer would be happy.

A common challenge with processes is that they do not include steps that are customer-focused to improve the quality of the product or service provided. In the examples identified above, the customer would have been much happier if:

  • The waitress included a step that she did a quality check before delivering the food.
  • The first dryer repairman had performed a more thorough evaluation to identify the problem
  • An escalation step was included, based on predefined criteria, when a customer called multiple times for an unresolved issue

Adding an additional step for each of these examples would have eliminated unnecessary extra work and disappointed customers.

Assessing your customer-focused processes to improve the quality of your products and/or services will delight your customers and save wasted time, energy, resources, and money. As John Wooden, the UCLA Head Coach said so well: “If you don’t have time to do it right, when will you have time to do it over?”

Unsure how to assess your customer focused processes to improve quality? We can help. Contact me at Also, check out our blogs and previous newsletters and/or emails at