Posts Tagged ‘world-class’

How Do You Define Success?

Tuesday, November 22nd, 2011

Define SuccessToo many people are living their neighbors’ lives. So many amongst us are building our futures based on a definition of success sold to us by society+the media+our peers. That’s fine if you’re consciously choosing to live by those values. But what if – at truth – you have a different set of values. And the success you are currently chasing actually has little to do with what will make you happy when you review your life at the end?

My encouragement is to take 60 minutes over the next few days and rethink what you are investing your mental focus and physical energy on. Are you spending your time on work that matters and personal pursuits that are moving the needle forward? Or are you stuck in the thick of thin things? Being really busy being really busy?

A life is a tragic thing to waste. Yet too many of us – born into the potential to live soaring lives as well as contribute to raising the lives around them – waste our best hours on mindless distractions, needless interruptions and activities that are nothing more than an escape.

I also encourage you to play with the definition of success that has been transforming the lives of those using “The Robin Sharma Success System“, an online 21 day training program. In it, I teach that success isn’t just about making money and climbing the social ladder (the data actually confirms that people making $5 million a year are only incrementally happier than blue collar workers). Sure money matters.

But I invite you to also focus on these dimensions of your life if you’re serious about REAL success:

  • Personal development
  • Family connections
  • Being world-class at your work
  • Having a network of friends who elevate you
  • Creating a phenomenal lifestyle
  • And using your life to make a difference.

That last metric is the key. What’s the point of having success but failing at Significance? Yes, chase your dreams and rise to lofty heights in the world. But please remember: greatness comes from living for a cause larger than you. And leaving our world better than you found it.

In Leadership,

Robin Sharma

P.S. We’re excited to announce “The Remarkable Entrepreneur SuperConference 2012″ happening June 2-3 in beautiful Toronto, Canada. Full details here: http://www.theremarkableentrepreneur.com

Lessons From Lake Como

Tuesday, August 9th, 2011

Lake ComoI’m on Lake Como in Northern Italy. In a writing room. I rise with the sun. Write. And drink more strong coffee than I need to.

During the past weeks, I’ve been blessed to have been able to share the Lead Without a Title message that seems to be my life’s calling with audiences in Nairobi, Atlanta (for The Coca-Cola Company), Mauritius, Colombo and Cape Town. I’ve met businesspeople from every imaginable industry, had conversations with political leaders and shared laughs with taxi drivers.

Here are some of the fast takeaways from this trip across multiple time zones:

1. Every moment in front of another human being is an OPPORTUNITY to express your highest values and best self.

2. No matter where you go, people treat you the way you treat them.

3. No work is unimportant work. Even the most seemingly insignificant job is a chance to show us your creativity and make a contribution.

4. “Perfect Moments” can happen in the least likely of places.

5. Mastery Matters.

6. If you’re not lifting others up, you’re bringing others down.

7. This time is the BEST time for each of us to show our leadership+virtuosity+humanity.

8. We each have the responsibility to Lead Without a Title and do our part to build a better world through world-class work and stepping into our best selves.

Keep Leading Without A Title.

Robin Sharma

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The Rare Art of Customer Delight

Monday, March 7th, 2011

Customer DelightThe Vanishingly Rare Art of Customer Delight

Was ready for a flight destined to Houston, en route to my home. I had a tight connection. But I’m an optimist by default. So I was in strong spirits. And set to fly.

The initial delay was 30 minutes. Something about the plane having to be towed from another area to the gate (not sure why someone didn’t tow it over earlier but no worries; there are worse things happening in the world). 30 minutes stretched to an hour. Nearly zero communication nor explanation. The gate agents just typed frenetically on the keyboards as in one of the final scenes of the pretty-much-hilarious “Meet The Parents” movie.

Finally, we boarded. The captain then came on the PA and advised us of a “minor mechanical problem that should be fixed in 15 minutes.” Four hours later we were still on the runway.

When we eventually took off, I’d missed my connection and resigned myself to the adventure of an unexpected evening in Houston (great city). Through it all, no one from the airline said “Sorry”, the gate agents promised at the arrival gate were invisible and no plans were made for hotel accomodations or ground transport. No one seemed to care (when a business treats its people poorly, its people treat their customers poorly – except for the one in one hundred soul who rises above it all because of their personal belief system and Leads Without a Title).

Look, I’m not complaining. Not at all. Delays and disruption are the price of admission for a professional traveler. I had books to read, water to drink and my iPod with hundreds of audiobooks just begging to be consumed. I’m not so special (and certainly no different from you) but I was able to maintain a sense of perspective about the whole thing. But the experience did fine tune and bring into clearer focus the gorgeous opportunity every business has to breed customer loyalty and all -new levels of trust when things don’t go as planned.

Here are some of my thoughts on what a truly world-class airline that really cared about their customers would have done:

4 Keys To Delighting Your Customers

1. Talk To Your Customers: A problem is nothing more than an opportunity to engage and wow the people who keep you in business. The gate agents and personnel could have quickly and regularly explained the situation and assured us all possible progress was being made.

2. Say You’re Sorry: I’m a fanatic about leadership language. Words have such power. The captain talked a lot about “some more bad news”. Better to just give us the facts – and hold off on the emotion. But even more importantly, say “sorry” when you need to say sorry. Many of us missed our connections and were caused inconvenience because of this mechanical issue. Yet no one took responsibility.

3. Show Your Customers a Little Humanity: While we waited, the agents could have handed out bottles of water. Or had some protocol that would make a challenging situation easier (or even fun). Maybe the Plan B could have been a boxed sandwich. Or some special chocolates. Or just walking around checking in with as many passengers as possible to make human connections (I saw one passenger buy Chinese food and share it with people around him…shared decency amidst adversity).

4. Go Beyond Expectations: Most businesses don’t even deliver on what they promise in their advertising and sloganeering. Imagine, when we arrived in Houston (it was nearly midnight), if we were provided with transport to a hotel, a healthy meal, and a letter on check in wishing us a great night, while thanking us for giving the airline our business.

Business brilliance is pretty simple. Maybe not easy.  But pretty simple. And it begins with caring about the people who keep you going.

Keep Leading Without A Title!

Robin Sharma

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