Zig Ziglar said “an attitude is a habit of thought.”
Peter Drucker is quoted as saying the “two basic functions of business are marketing and innovation.”
When we combine these two insightful thoughts, then we have the words of Aristotle: “If we are what we repeatedly do, then excellence is not an act, but a habit.”
Continuous improvement is the mental mechanism we employ to innovate and move toward excellence. However, many firms from the smallest to the largest fail to develop and maintain an attitude of continuous improvement.
The recent United Airlines fiasco is a reflection of what happens when people rely on policies first and continuous improvement somewhere at the back of the line. The first statement by the CEO blamed the passenger. He hid behind the policies (removal of the passenger was legal). Policies in many instances restrict innovation and consequently negatively impact excellence.
One reason continuous improvement eludes businesses is because of this weak to non-existent skill – consistent setting of goals and goal achievement. How can any business have an attitude of continuous improvement if it cannot consistently achieve its goals?
All businesses are comprised of people. If people cannot consistently set and achieve their goals, how can they achieve the goals of the business? This self-leadership skill is clearly demonstrated year after year when analyzing, for example, the many sales professionals who fail to achieve their sales quota to how many people who fail to lose weight.
After 20 years of working with small business leaders, sales professionals and other executives, I can state that easily 90 percent of these individuals place more value on the everyday written grocery list than they do for their own personal lives or businesses.
Setting goals and goal achievement is a habit of thought. A habit is a demonstrated behavior. When we are intentional about our behaviors and engage in consistent goal achievement, we find walking the path of continuous improvement somewhat easier.
If your firm is seeking improved results, then look to putting together an aligned plan of action where continuous improvement includes:
*Marketing
*Sales
*Customer Loyalty
*Leadership
*Financials
*Innovation
During the month of May, we will explore rewards within the 5-star business model.
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Leanne Hoagland-Smith is an author, speaker and executive coach. Her weekly column explores issues that impact the bottom line of firms with fewer than 100 employees. She can be reached at 219-508-2859.