Do You Really Want a Change Agent?

Everyone is looking for a "golden bullet" to make things better. Well business is clearly picking up, it still will be a while before we are back in the "business booming" phase. So let's talk about change.

Change it up, make it different, come up with a new way to be successful. That is the mantra of today - everyone wants to throw out the old because business has been bad, and forget about what results we actually got from the "old."

Call me old fashion, call me too rigid, call me too simple. But don't call me unsuccessful. I am very successful both personally and professionally and it drives me crazy how so many people want that success without the hard work. I know, you think, oh here we go again with Cindy on her soap box. Well if you don't like my soap box don't read my blog, my facebook, my twitter or even my emails. I won't get off this soap box until those who want the quick, easy solution to our problems start to get to work - and I mean "work."

Take looking for new opportunities or new business. You can call it whatever you want to call it - but it is prospecting for new business. Why does everyone try and sugar coat it, call it something else? It is picking up the phone, trying to get prospective customers to talk to you about your ideas, your products or services. It is that simple, but not that easy!

My daughter Jessie, who is 21 and getting ready for her senior year at Texas A+M is so excited about all the opportunities out there. This week, she and a friend brainstormed ideas for new companies. I jumped right in. Every idea was great and the energy was fabulous. Now comes the heavy lifting - putting ideas to work means "work."

So let's go back to the change agent. What is funny to me is when everyone wants change, and we go in and start to call it like it is, no one wants the truth. It reminds me of the movie "A Few Good Men." "You Can't Handle the Truth." If you really want change, you may need to look inward first. Do you as the boss, the leader the business person really want all that comes with the change? If not - don't ask for it. Start to make sure that what should be going on in your business is actually happening. Is everyone working at the speed and accuracy you need? If not...start there before you call in the change agent!

Focus on the Future

In order to develop a positive attitude during these times, we need to focus on the future. A positive outlook of the future is what will guide you and your team through this mess. So where does one begin? First - look in the mirror. What do you see? Do you see someone with the glass half empty or full? Do you see yourself helping your business in new ways - have you created an innovative idea lately?

The answers to these questions lie within you. You and only you need to take charge right now to help build business, give customers great service and provide value to your company. Great leaders, great employees are developed...not born. Yet, why do so many people seem to feel they don't need any development?

Today I want to explore the idea I had years ago - "Bust a Boss!" Now this may seem radical (which I am as you all know), but what I am talking about is simple "real time" conversations with your boss and vice a versa. Bust things up - shatter the normal and sit down and have a real conversation with your boss and tell them the truth. How can anyone help you if you don't admit where you may need some help.

Recently I met with a group and shared the idea of having them all write on a flip chart what they were really good at and on the other flip chart what they were not good at and didn't like doing. What followed was a complete change in the structure of the team. "Bust it Up." Change things around, but let's stop playing around. Real time feedback and talking to one another is the only way to really have a positive outlook of the future. Anything short of that is mere horseplay.

In today's complex environment the boss may not have all the answers. If you are the boss - and you don't have all the answers - admit it, ask for help and stop hiding behind the title. The future belongs to those of us with the confidence to lead our team through this economy. Tomorrow will show the results of our efforts.

The Value of Business Travel

As I sit in my office after 19 days on the road preparing to leave for another 7 days, I realize the effect of business travel and productivity. Without a doubt, I have been extremely conscious of talking to everyone I meet on the planes, in the airports, hotels and around the meetings at coffee breaks. It is this simple. People need to break away from their normal day to day operations and meet with others to define strategies, action steps and programs to take their organizations into the future.

I truly believe we have hit the bottom and things are moving. I am seeing more travelers out calling on their customers and beginning to entertain them as well. Last week while attending an Oracle Users Group Conference and then a Sage Users Conference, I met more people that spoke to me about how business was rebounding.

Now, I say that but then I also see the business that is still suffering. Let's not play business right now. Let's focus on making it real! Real is about honesty, integrity and follow through. I leave you with this. Who do you need to call to clear up some issues? Who did you forget to follow up with, and what do you need to do to connect with your customers? It is up to you....not me!

Where in The World is Cindy?

So because I travel so much, I realize that I may post a new blog with my thoughts from Jackson Hole, and then a picture of me in Orlando and the next day on Facebook it says I am in NYC. I receive alot of Twitter comments that say "so are you in the mountains or the city?" Well first of all - I love to keep people guessing - I am everywhere, believe it or not. That takes me to my thoughts today.

I am currently on the road for 20 days without going back home to Orange County, CA. Normally, I come back home at least every 4-6 days, re-group and go back out. But now more than ever I need to be out assisting our clients in growing business - after all "Cindy Novotny is the Stimulus Package."

So on to the story. First let me say that I am usually a fan of all airlines - I fly so much that I applaud all airlines for keeping us going safely in the air. But now, I have decided after several flights on Delta that I am no longer a fan of this airline. Granted, I have no status on this airline, nor will I ever because I am no longer going to fly them due to their lack of appreciation for a road warrior who is a 1K on United and a Platinum on American. Northwest on the other hand (the airline that merged with Delta) is a different story. They understand service (no I am not kidding for all of you that call them "northworst." They get and I can prove it.

I flew from Atlanta to Miami on Friday of last week on Northwest. Again, no status on this airline, but when I checked in the the agent at the counter said would you like to purchase an upgrade to first class, since we have open seats and it looks like as a business traveler you may be interested in the $70.00 upgrade. I immediately said yes, bought the upgrade and everyone was happy. Northwest made $70.00 more dollars which is alot in today's market, and I had a great ride and a glass of wine.

Arrived on time in Miami, received my luggage and had a wonderful day of work in Miami on Saturday - yes Saturday - remember now more than ever you do what it takes.

Left Miami Saturday night on Delta - express plane with no first class to Orlando. Great flight, arrived in Orlando for the Oracle Users Group Conference and had a great time with the ducks at The Peabody.

After giving speeches on both Sunday and Monday I had to take a really long flight to Bozman, Montana and drive a 5 hour drive to Jackson Hole, WY in the middle of the night - well, I didn't drive but still had to be awake to see all the bison, wolves, deer and elk that we passed on this beautiful ride under a full moon. I may mention that I flew American out of Orlando and did get upgraded and had a wonderful flight.

So here we go...left Jackson Hole on Delta (express again - no first class) and flew to Salt Lake City, Utah where I had to wait 41/2 hours for a red eye to New York's JFK. So I used my Platinum American Express to get me into the Delta Sky Club (a nice perk of AX) so I could relax and get some work done. Again, the difference in the Delta Club to the Red Carpet Club or the American Airlines Club Lounge - big difference. It was 7:00pm and there were NO snacks except the cookies Delta serves on their coach flights, and pretzels. No cheese, veggies or any food to purchase which you can now get in American and United clubs. Oh whatever....I had 25 cookies and bowls of pretzels for dinner. Big deal.

I went up to the counter at the club and asked if there were any open seats in first class that would be available to purchase upgrades. She said "oh yes, there are 16 seats available on this flight to upgrade." I asked how much and she said $125.00. Oh great I thought and she said I needed to do it at the gate closer to departure time. So with that I went back to my seat and waited until about 11:15pm to leave for the gate.

Once I got to the gate, I realized there were only about 40 people milling around for our red eye to NYC. So I approached the gate agent (who by the way - gate agents on any airline can ruin your life - just ask the pilots and flight attendants), I asked the agent about upgrading. He said, yes this is available. He asked for my ticket and then when he saw my ticket he gave me the look.

"Oh you have a U fare." I replied with, "what does that mean?" "This is a cheap fare that doesn't qualify." Now just remember that I know something about yield management and revenue. I understand that a free upgrade may not apply, and that if there were people that wanted to upgrade with a higher fare ticket, they get first chance. But not with Delta. I waited while the gate agent announced the upgrade special - which by the way brings in money that goes right to the bottom line because on this flight there is no food and everyone is sleeping. After he made his announcement, I waited to see the rush of people go up to the counter to take him up on his offer of $125.00 for first class upgrade if you had a ticket that was "B", "F", "E", and any letter but "U."

No one, and I mean no one went up to the counter to take advantage of this. So you guessed it, I did. I went back up to the same gentleman and said "since no one else wants to give you $125.00, can you take my money and let me upgrade." The answer was the same. "It is our policy that we can't upgrade this fare." I looked around and said - "I have the money, I want the upgrade so I can sleep better because I have to land and go right to work." "NO!"

So let me get this straight. They charge $15.00 per bag to help offset fuel costs, you have to buy your food, buy your headsets, but they don't want to take $125.00 from me when no one else wants to give them their money.

So Delta....good luck! Policies today were made for yesterday. It is time to change your thinking, your approach and everything that goes along those lines. This is a reminder to all of us. What policies are in place in your company that are not in the best interest of the customer? What do you need to change to be more flexible with your clients and employees. How can you change for the market conditions right now. You can always go back to the "old policies" when the business is flooding through the gates.

Enjoy your weekend, and remember - everyone has a voice, a vote and the ability to decide who they do or do not do business with.

Bus Stops, Ducks and Thrill Rides

It is a beautiful beginning of May. I started out in Atlanta, hiked through some local parks - well a leisurely walk is more like it with friends from Atlanta, had a great dinner and lots of laughs. Then off to Orlando for the Oracle Users Conference where I gave 3 keynote speeches. It is amazing how we can go from calm to high anxiety in just one day.

In Orlando, I decided we needed to get out and get some vitamin D and walk a bit around International Drive - well remember this is Orlando and it was the first hot day of spring 90 degrees and also no one walks in Orlando. I convinced Shelley who was with me to walk to Sea World - you now get it. Hot, tired, and when we finally made it to Sea World we were at the employee entrance. The general admission entrance was still one mile around the corner. We sat at a bus stop with the locals - waiting for bus 8 to take us back to the Peabody and engaged in conversation with the local bus riders - that made the trip. We spoke to one gentleman from Haiti who worked in F & B from Sea World, one retired golf caddy who was leaving for Missouri to caddy for a seniors tour, and one local Florida man who was riding the bus downtown for dinner. It was refreshing, fun and so out of character for people like us who fly to great destinations, get picked up in town cars and never leave the hotel.

Although we were very hot, I just kept thinking - you gotta love this life! Made it back to the Peabody, watched the ducks and then when the sun went down, we went back to Sea World and rode the new rollercoaster - Manta! Not even open to the public yet, but we were with some people who had passes for the press party. We played with the Manta Rays, wathed the dolphin shows, and learned about the sharks.

When I think about my travel schedule right now - on the road for 17 days without going home - dealing with business and the economy, the "flu", and the flight issues, I could sink into a "pity pool." But this is what I do - I enjoy the moment - I enjoy the city, I enjoy the thrill of this life that I chose. So today when you read this - remember, it is only as good as you make it.

You may be going through lay offs at work, salary reductions, family problems, illness and an array of issues. This is life and we have to accept the drama that comes with it.

My hats off to all of us that are holding our heads up high in spite of everything and continuing to look for the positive. Tough times don't last - tough people do!
Have a great week.

Consume the Luxury of Hanna's & Casa Bella!

Many of you know that Lefty and I are partners in a great restaurant ~ Hanna's. For 4 years we have been proud to help in selecting talent, working on menu's, handling conflict between employees and sharing in the passion of our partners Dave Hanna and Beth Coppini. Saturday night clients of ours from the UK flew over to visit us (MCA) and we took them to our restaurant for cocktails and dinner. This is always tricky when entertaining clients in the first place but even more so when you are treating them at your own restaurant.

We couldn't have been happier with our team and partners. Dave pulled out all the stops and Kat our server who has been with us for years blew our clients away. These top echelon clients dine at the finest restaurants in the world and couldn't believe the food, service and ambiance. These clients are more than customers to us ~ they are our friends and believe in true feedback. I know for a fact that they would tell us the truth, and the truth is that we are on the right track.

I love the hospitality industry, I love the hotels I work for and stay in, the restaurants I dine in and I love each and every employee in every one of these places. It is the real "authentic" person who can get up everyday in this environment and come to work with a smile on their face and a will to please and serve others that is unbelievable. Why can't everyone do this?

When my daughter was 12 years old, we built a new home in Coto de Caza. She was not happy to move from her house that she had lived in for a long time to a new house. We involved her in the design of the house and she named our new house "CASA BELLA." She created an ad campaign for the house called "Consume the Luxury of Casa Bella." She designed a story for each room with the tag line "Consume the Luxury of Casa Bella" on each story. She did this with zest, energy and a new found passion for her new home. Now everyone that enters our home sees her passion and work ~ and more importantly "Consumes the Luxury" of our passion for hospitality.

It amazes me how some people don't even care about those around them, whether in their family or with friends. So stop and think about the next time you are having friends or family over ~ let them feel your love, passion and desire to show them a good time. Apply this at work tomorrow. It only takes a few minutes to make people want to be around you. We are proud that our employees both at MCA and Hanna's like their jobs and their surroundings. Do you?

Be Unrepeatable!

Create your own magic and try not to copy others. That is all very nice, but it is amazing in the world of competition how many people really do try and copy each other. Now this is not about benchmarking - this is about losing sight of what is real and what is made up. I have had the opportunity to work with many different types of people, both in my company and outside. All of these individuals brought something unique to the table, but when push came to shove, some of them could not stand up to the test of being an individual with their own ideas.

Please note - this is about some people...not all! How can you really excel if you are not authentic? How can you deliver excellence to your customers, co-workers and your company, if you have nothing original to bring to the table. Remember, we are not talking about inventing the next cool tech toy - I am merely speaking about making things happen. In some cases, it isn't even about being different - it is simply about making things happen - all by yourself.

In a world where everyone seems to be hunting for new business, canvessing the sea of prospects and looking for a new way to add value to their cusomers and cash to their bottom line, it is time to live life with some "juice."

Start with stamping out conformity, form letters, emails with no meaning. Amaze yourself by trying something new. Don't set back and say "later." If not now, when? Delight those around you by transforming negativity into a new thought. Confront someone who is driving you crazy, challenge your peers to step it up a notch, and turn your personal life upside down - have fun by living each moment with a smile.

Being unrepeatable means that you truly bring something to the table. You are not a phoney, fake or trying to be something you are not. Just try to experience each day by participating in life in your own shoes. You will be amazed at what you can do. Stop hiding behind what others think you should be, and share what you are. This is the life we chose, therefore let's accept it.