Just Do It

It’s March 2009.  We were in our second year as the top sales and profit in the Triangle.  We had won Symbol 2 years prior. We had been one of 9 stores chosen by Chick-fil-A to be part of the test for Recipe for Service in 2008, the beginning of Core 4 and Second Mile Service and the Hospitality push for Chick-fil-A.  

It was spring break.  We did a trip up to Charlottesville to see Monticello (Thomas Jefferson’s home) via the Blue Ridge Parkway.

Afterward we drove out to spend an evening at Rod Stoner’s house in West Virginia.  He was our consultant specifically for the hospitality test. Former Executive Chef at the Greenbrier Resort (google it).  His place was beautiful. The food was unreal. Truly amazing experience of hospitality.

That evening we are sitting in his family room.  Big glass windows with a light snow shower. Big stone fireplace with a fire burning.  Rod is reading books to our little kids. Perfect Hallmark Moment.

After the kids go to bed Rod and I talk some business.  He asks how the store is doing and I’m honest. NOT GOOD.  Despite all those good numbers and apparent success I knew there was a problem.  I’d been paralyzed by success. I hadn’t been willing to make some decisions that needed to be made and they had piled up.

I summed it up by saying “I wish I could just start from scratch.  I wish I could do what a new operator does when they take over an existing store.  They get to decide who to keep and hire only those people. They don’t have to fire anybody because technically none of those people work for them yet.  People expect change when a new operator walks in. I wish I could just go in and take over my store like that.” He had a simple reply. “Why don’t you just do that?”  

The next day, on the drive home I began piecing together what was going to happen.  I didn’t do it all right. In fact, I did a lot of things wrong. BUT, finally taking action meant I finally started the movement toward CFAROX as we know it today.  This included as much change for me personally as it did for my staff.

Is there something I’ve been needing to do but haven’t?  Anything Rod would ask me “why don’t you just do it?” Is success paralyzing me?

Parking Lot

Sometime in 1998-1999 I was sitting in my office in the basement of my first store when I heard the voice of Jimmy Collins, president of CFA.  One of the best descriptions of Jimmy is one I heard another operator share. He said “If you heard Truett Cathy was going to visit your store, you may not sleep well the night before.  If you heard Jimmy was going to visit your store, you may not sleep well the entire week before”. Jimmy was tough. He had very high expectations. But, he was also consistent.

So, the visit starts off exactly as I had heard from others.  He would try the lemonade and the cole slaw. Then, if they were to his liking, he’d very sternly ask “Who made this?!”  Marcella, who was a very bold Jamaican, wasn’t shy and immediately said “I did”. It was all good.

Eventually, Jimmy and I headed to the parking lot.  We had probably cleaned it that morning but it wasn’t great.  Lots of little stuff like cigarette butts and straw wrappers. Jimmy looks at me and asks “what are you going to do about this?”  My simple reply was “I’ll get this cleaned up right away” but that wasn’t good enough. “No, what are you going to do to ensure this never happens again?”  Guess, where the parking lot timer came from? It’s evolved from once a day to twice a day, to hourly, including blowing the lot daily every day, not just in the fall when leaves are coming down.  

More importantly, the lesson was that anytime something isn’t just right, don’t only do the quick fix.  Find a solution that prevents the problem. Don’t keep dealing with the same problem day in and day out.  Solve it so you can go find the next problem/opportunity.

             
       

Are You Insane?

I often hear people say they are seeking balance in their life.  Are they really?  Do you know any highly successful person that is balanced?  When I say "successful" I don't necessarily mean they are rich or are the CEO of a business.  In fact, they may be a highly successful dad, spouse, teacher, bicyclist, or hot dog eater.  They are just remarkably good at what they do.  Do they get there by being balanced?  NO!  They sacrifice balance to be exceptional at what matters to them.

The one way I would describe the remarkable people I know is INSANE.  I've got a friend that runs marathons.  We started our first marathon together.  He is still running them.  Not just running them, though.  He is finishing near the top of his age group consistently.  That doesn't just happen.  A couple weeks ago we were in the mountains with our two families and he went running.  He ran 4 miles and the total climbing was 800 feet.  I think I recall his pace being about 8:30 min/mile.  That is insane!  It doesn't just happen.  He runs long distances regularly.  He runs at all times of the day, including 4 AM, and in just about any conditions.  When it comes to running (and a few other things) he is INSANE.  

I've noticed that same thing with some highly successful business people.  Their daily routine isn't normal.  By "normal" people's standards, they are insane.  Highly focused.  Highly disciplined.  Not balanced.  

What about people with a strong faith?  They usually have crazy devotion plans.  Again, by most people's standards, they are insane.  

So, what are you INSANE about? 

Options

What do star quarterbacks, snow days, Navy Seals, and your future success all have in common?  NOT being comfortable in the cold, although that probably wouldn't hurt.  OPTIONS!

Two nights ago we had some snow.  Some people think of just fun on snow days.  Well, as a business owner, fun isn't often high on the list of priorities on a snow day.  We have to decide if, or when, we will open.  The first step is getting there.

I don't recall my dad ever missing a day of work due to weather conditions.  What I do remember is him often parking his car at the front of the neighborhood the night before any potential snow.  Why?  Well, there was a hill with a sharp turn between the house and the main road that was hard, and sometimes impossible, to navigates when the roads got slick.  My dad had a commitment to do his job, slick roads or not.  Parking at the front of the neighborhood gave my dad the OPTION to go to work.  Was he a more talented driver than everybody else?  No.  He just prepared and gave himself more options.  Now, they may have closed the office due to weather from time to time but if it was open, he kept his options open by choosing to park a 1/2 mile from home.

So, yesterday, in the snow, it got me thinking.  Some people would just leave their cars in their driveways and limit their options the next day.  Some people plan ahead and do the necessary preparation to ensure they have options, regardless of what the weather does.  Leaving my neighborhood, I saw some cars parked away from homes so they would have options and I saw some cars stuck because they hadn't prepared and, consequently, had no options.  This is true every day of the year, too, not just on snow days.

Good quarterbacks go to the line of scrimmage knowing, and having practiced, various options of the play they just called.  They survey the defense and choose the best option.  The option most likely to bring success.  Sometimes this is a second or third receiver and sometimes this is a completely different play (an audible).  What if the quarterback called a play and had no options?  He just went to the line and ran the play regardless of the defensive setup.  If the quarterbacks are of equal talent, which will have greater success over time?  The one with options or the one that doesn't have options?

Navy Seals rely on options to successfully execute a mission and to survive.  Sure, they have a plan of attack but a mission rarely goes exactly to plan.  The bad guys may have weapons that weren't anticipated.  There may be more of them or they may not be where the Seals expect expected them to be.  Their success and survival is dependent on having effective options.

So, how can this apply to us?  Simple things.  As the previous blog post said, we can back into parking spots so that if it snows, it's easier to pull out.  We can go to college because that will open up options for careers later in life.  We can put money into savings so that when opportunities arise, we have the option to take advantage of them.  We can do our job well where we are so our boss may offer us options of advancement.

The best options seem to come from planning and preparation.  If we wait till the snow has fallen to work on our options for transportation, we probably won't have as good of options as if we had planned the night before.  If we wait till the job we want is available to get the college education, we might not have the option to pursue that opportunity.  If we wait till we see an investment we would like to put $$ into before we save our $$, we will miss that opportunity.  But, if we start now, plan for our future, we can create the options we want.  Get that education, save the $$, and park the car where the weather won't limit our opportunity to succeed.

Often, those that are succeeding are those that have prepared the best options to choose from.

Backing In

For the most part, I really like driving my F-150 but there are certain times I don't.  Parking is one of those times.  It is a pain to back it out of a space so I almost always back into the spots.  This allows me an easy departure.

Could this apply to life in general?  How often do we have a choice of two options?  One is easy now and postpones the difficulty.  One is difficult now but makes the future easier.  Dave Ramsey says, "live like no one else now so that you can live like no one else tomorrow."  Truett Cathy's first book was entitled "Its Easier to Succeed than to Fail".  The point was that it is easier to do it right the first time.  Its easier to do the hard work up front.

Which one do you choose?  Do you back into spots or back out of spots?

Change the Batteries

The fire department suggests we change the batteries in our smoke detectors on New Years Day.  Why?  The batteries aren't dead.  Why not do it every March 1st?  I'm frugal, or some may say "stingy".  I don't like changing the batteries when they are still good.  Well, I have 7 smoke detectors.  That means 7 nights a year, at 2:43 AM, I wake up to a chirping smoke alarm in a dark house.  Trying to find the one that is chirping isn't fun when it goes 3-4 minutes between chirps.  So, this year, I changed the batteries at New Years.  Now, I look at it as planning ahead and investing in my family's safety AND 7 nights of sleep.

They say New Years is when you should change them because you are more likely to remember it.  If I plan to do it any other time of the year, I'm likely to forget.

Another New Year's tradition is New Years Resolutions.  I hate them.  But, New Years is a great time to plan for the upcoming year.

I've noticed I remember events in the past by the year they happened.

1997 was when I learned my first lessons of marriage
1998 was when I learned my first lessons of business ownership vs. management
2006 was when I relearned that I could accomplish what I commit to with a marathon.
2008 was when I learned about the value to serving others while participating in a test.
2011 was when I learned about the value of a good mindset.
2012 was when I learned more about trusting God.

2013 is gonna happen.  Am I going to be intentional about my growth or just react to what comes?

Why plan at the beginning of the New Year?  So I don't forget.  Why plan ahead?  So I can sleep better.

Kindling

I'm a big fan of quotes.  But, recently I have been wondering what their value is.  It made me think about why I like them.  Here is what I came up with.

Kindling.

Kindling, as in the stuff you use to start a campfire to keep warm, prepare food or just to gather around, relax and maybe tell stories.

Good kindling catches fire quickly and burns long enough to allow the larger, longer burning logs to catch fire, which ultimately enable you to keep warm, cook, or tell ghost stories.  Without kindling, it is very hard to start a fire simply with a large log.  But, if all you have is kindling, your fire will burn out pretty quickly.

A good quote "kindles" your thoughts and imagination, which are the logs in your fire.  The resulting fire can enable growth and change through actions, just like the camp fire enables you to cook food or keep warm on a cold night.

Like kindling, though, by itself, a quote will burn quickly and won't provide much heat.

Have you collected the kindling for your camp fire?