7 a.m. is not 6:30 a.m.

I went to our local Panara’s this morning to pick up some cinnamon buns and Bear Claws for some of our house guests. When I got there at 6:50 am there was  big sign sitting in front of the door that read, “OPEN for Breakfast 6:30.” There were several people hanging around the door waiting because they don’t open until 7 am on Sunday, but some manager forgot to take in the sign last night at closing time. This is why I am pretty sure that clipboards will come back into fashion after we get over our love affair with the iPad, iPhone and iTouch and the many Androids out there on the loose. Remember when we had clipboards and checklists and things actually got done.

 I too love the “i” stuff like everyone and especially my new iPhone App that just came out on iTunes but I have my handy Day-Timer for getting my daily list of things TO-DO’s, done.  I use a Day-Timer because I can not get a clipboard into my pocket.

 There is only one single reason that service is so bad these days and that is because where there is poor service and a lack of attention to detail, there is a poor manager/leader lurking in the background neither leading or nor managing. Don’t look for any other reason. Management is defined as, “The act of controlling.” This simply means that a manger keeps things under control which means that sign should not have been where it was.

 The following is a note I received yesterday from a person who has read my book, Creating Magic. As he concludes it is about the experience….the whole experience. Stand back and observe your operation. You will see things that you do not like. Be a great manager and bring those things under control.

Dear Lee
I just finished reading the book, and also downloaded the book on tape version from Audible. So much practical and thought provoking information that I know I’ll need to read it multiple times in order to absorb a fraction of it. I am already implementing many of the practical steps, but finding the biggest change is occurring in my thoughts and actions. I can’t wait to see the positive impact that these steps are going to have on my business, and my life. I purchased 10 additional books Wednesday from Amazon for my mid-level leadership team to read. Imagine the Magic we can create with all of us focused on the same goal of exceptional service and exceptional leadership. I’ve been sharing with my Team while reading the book, that I came to an astonishing realization that Disney is not about the rides, but about the experience. That’s what’s missing in my business. We spend all of our time focusing on our “product” and not on the experience that we are providing to our Team and to our customers. Well, that’s all about to change!

Can’t wait to keep you updated on our further progress. Also, still trying to attend the Atlanta event in January. If time allows, I’d love to meet you again and share how we are learning to “Create Magic” in my company.

Best wishes,

Charles

PS: My iphone app was selected as one of the NEW & NOTEWORTHY by iTunes this week. And it is in the top 3% of all business apps in downloads. An App a day will keep lots of things away…Lee