Standards vs Expectations

There was a time when having electricity all day was the norm in Zimbabwe, when running water flowed out of all our taps, all the time. That was the expectation and no one questioned it until things started to go wrong. Standards, we all have them. Well at least I think we all have them. For many what passes as a standard is mere millimetres away from not having any at all. There is a difference between standards and expectations. Expectations are assumed, standards are set. Where standards exceed or meet pre-existing expectations then people are happy, where they do not there is work to be done. Standards are the phrases that promise you how the job will be done, the level of quality, the validity of quotes, and the duration of guarantees.
Set standards, then stick to them. Standards create and clarify expectation. One of my favourite “standards” in the country is the department that promises a 24-hour turnaround for a particular service. That is eight working hours today, eight working hours tomorrow, and eight hours the next day. Their ‘24-hour service’ takes three working days to actually deliver (e-mail me if you can guess the department). That is not a true standard. If you can only deliver in three days then advertise a three-day standard, keep to it, and then try to improve on it.

Towards a 97% Sucess Rate

I came across a statistic this week that showed that 97 percent of women would swoon if their boyfriend gave them a mixtape (a personal collection of meaningful music). My second thought (the first being to see if it actually works) was to ask what if 97 percent of your clients had a high-emotion, positive response to your product. Not just a “that is nice” but a “wow that is totally amazing I want it now” response to your offering. Not just one or two of your clients, but nearly every single one. That would be a pretty impressive track record.

Impossible I hear you say. There is the first problem. You think it is impossible.
Realism is well and good, but a lot of our excuses not to do something are not based on realism.
They are based on false assumptions about the way things are done and erroneous perceptions about how people will react. Until you have tested and tried it, do not tell me that it cannot be done. Time and time again, I have been shocked at how successful, an idea that I thought would fail, has actually been.

Doubling Productivity

So I write a weekly column for The Herald newspaper in Zimbabwe. Had a thought this week, if every time I write a column I write a second one at the same time. That way I will have a group of extra articles that I can either publish elsewhere or turn into a book. It just takes an extra bit of time a week and I double productivity in that area.

Emerging Ideas

Emerging Ideas are a group of young entrepreneurs and businessmen from Southern Africa and the USA that get their hands dirty with every investment and startup that they’re a part of. Using local methods and implementing international standards to build ideas and cultivate opportunities. Check them out at www.emergingideas.com

Headed up by the fun and dynamic duo of Tommy Deuschle and Tim Bickers, they are worth a look for anyone wanting to start up a company.

Holiday Shopping

So USA retailers have their hands full over the next few months: Halloween, Thanksgiving, and Christmas all provide an opportunity to cash in on the holiday bandwagon. With fancy, themed decor and sales bargains it is no wonder that shoppers are enticed to parting with their cash.

Africa, while not blessed with as many holidays as close together, could learn a little about attracting in shoppers through a little clever marketing. With two months till Christmas your strategy better be pretty clear by now.

Bring Back Freedom

Even if you are not American you will find this inspirational video strikes a chord. Reassess your dreams and if they have died, bring them back to life.

The Minion Balance

Minions of the universe, greetings and salutations! As of 0914 hours it is decreed that screw number R6 will now be inserted into Hole 23 with the left hand and not the right. Immediate compliance is expected. Minions found in violation of this decree will be terminated with maximum brutality.

All “Hail the Chief Officer!” Throughout the factory the voices of a thousand brainwashed slaves plaintively cry out “Hail the Chief Officer” as they continue the mundane task of assembling parts in the minion pool.
Sounds like I have been watching one too many sci-fi movies or spending time in a sweatshop in backwater India.
Not really, all I’ve been doing is reminiscing on how some people run their offices.
Now I have nothing against checklists, they simplify your life.
I do, however, take umbrage with workplaces that are so bureaucratic that you cannot make a decision to sneeze without consulting a manual. On the other extreme facing a person who is incapable of a single independent thought drives me insane, especially if they are working for me. Somewhere, there is a delicate balance between allowing staff the freedom to perform and being able to trust that they will perform in the manner you desire.