Service Minded

Debra Helwig on Marketing & Leadership in Professional Services

Posts Tagged ‘speed’

Run a Good Race

Posted by debrahelwig on April 4, 2013

runner downSpring has sprung!  Easter is past, warm weather is on its way, the flowers are beautiful…

…and for my friends in public accounting, the April 15 deadline is looming like a BIG LOOMING THING.

Every industry has something like this – the project deadline that can’t be moved, that comes with a workload so crushing it hurts just to breathe. Everyone is focused on URGENT and MOVE IT THROUGH and GET ‘ER DONE.

When the churn comes around, you’ll run into people who get hyperfocused on the work on their desks – and ignore everything (and everyone) else around them. If it doesn’t directly affect their projects, they don’t care. They can’t. They’re too busy. And God help you if you have a situation that affects your handoff to them! Watch them go from pleasant to surly to snarly in about 2 seconds flat.

It’s a constant litany of MY work. MY deadline. MY performance review. ME oh MY oh ME ME ME ME ME…it’s all about MEEEEE!

(Sounds pretty awful when you read it that way, doesn’t it?)

But it’s just that tendency which makes stories like these resonate so strongly when we read them:

Ivan Fernandez Anaya, Spanish Runner, Intentionally Loses Race So Opponent Can Win – a true story! Kenyan athlete Abel Mutai thought the finish line of a race was sooner than it actually was, so he stopped running. Anaya, who was a clear 2nd place, chose not to sprint to the finish and instead slowed down so Mutai could win.

Contestants in a Special Olympics Race Link Arms and Finish Together – a strong exaggeration of a true story, this tale of 9 Special Olympics race contestants who stop to help up a fallen companion and finish the race together is powerful, even if it’s not especially accurate.

‘Cause here’s the truth: as deadlines approach, work is like a race. Getting to the end as efficiently and effectively as possible is important. But paying attention to the people we’re running with, and helping where we can, has a much greater positive impact than just getting to deadline day with finished stacks of work on our desks.

I experienced this truth first-hand last Fall. And it changed my life.

Last September, we were in the critical stages of launching one of our association’s most important meetings, and I dropped the ball. Big time. Just as I should have been building and launching a complex marketing campaign, my father became critically ill.

I didn’t do the campaign. I couldn’t do it. My father died. I planned a funeral.

And my fabulous, awesome, amazing colleagues? They did my work for me and never said a cross word. They put in extra hours. They did things that aren’t in their comfort zone. In that race, they picked me up and carried me across the finish line.

And I will be grateful and loyal to them, and to my company, forever after.

Offices are full of people. Folks with lives that have nothing to do with work – folks with sick kids and sick parents and broken down cars and bills and snow to shovel and God knows what else. Sometimes those non-work commitments mess with deadlines. Sometimes they destroy those deadlines.

It’s up to us to pay attention. To see when our colleagues are struggling and help them across the finish line.

In my Twitter feed yesterday, leadership guru Ken Blanchard said “Life, leadership, and business are all about giving people opportunities to be the best they can be.” Sometimes that means stepping outside of ourselves to carry our friends and colleagues when they can’t manage on their own.

Especially when the deadlines are looming.

Photo by chucka_nc. License.
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Posted in Accounting, Attitudes, Busy Season, Leadership, Professional Services | Tagged: , , , , | 2 Comments »

The Need for Speed

Posted by debrahelwig on September 29, 2009

speed demonWow, what a week this has been – and it’s only Tuesday.

My “Debra blew it” factor over the past few days has been a lot higher than normal.  I’ve missed some important stuff. Doing the octopus eight-arm dance of panic, I dialed in late to a super important conference call. I then followed up that bit of brilliance with a typo in an important email. Ai yi yi.

None of this is like me.  And it feels pretty crummy. But I take a tiny bit of comfort in the fact I’m not alone.  The number of blog posts I’ve seen about “mistakes” and “saying sorry” from super smart folks like Chris Brogan and Dianna Huff and the folks at Twitter has been growing by leaps and bounds.

What the heck is going on here?

It’s insidious. It’s ugly. It’s the need for speed.

The darkest downside of the “always on” Internet/Social Media revolution is that we can do stuff a whole lot faster than ever.  We can communicate in nanoseconds. Who needs a well crafted letter to express pleasure (or ire)?  We can tell people exactly what we think in 140 characters, faster than we can even dial a phone.

And because we CAN, we think we HAVE TO. And because we think we HAVE TO, we DO, and then people EXPECT US TO. It’s a vicious cycle.

What happens when we go too fast?

We do dumb stuff. Mistakes, mistakes, mistakes. Yes, they happen. But they happen a lot more when we’re playing whac-a-mole. A recent Stanford University research report showed that using multiple media tools at once resulted in “broad based incompetence…where people are worse at focusing their attention, worse at organizing information, and worse at quickly switching between tasks.” Yikes.

We are inadequately grateful. In the past, good manners taught us to respond to benefactors in a gracious way. No longer. Think about the number of times this week that you responded to the kindness of friends and colleagues with a hasty “gee thanks!” via email or Twitter – or didn’t respond at all, thinking you’d write a longer email when you had the time. The pressure of the clock is dumbing down our interactions; our days seem more fraught with crises and less full of graces.

We spill the beans.
Dianna Huff tells the story of a lawyer who lost a case because she was overheard talking about it on a cell phone in public. A snarky Facebook post or Tweet in the wrong place or at the wrong time can be a shot heard round the world.  If you’re moving too fast and not thinking hard enough about what you’re saying to whom, you can deep-six yourself as fast as you can type.

None of these things are on purpose. But expectations are high, and the economy is tight, and who can afford to say no to anything our clients or colleagues ask us to do?  So we cram our schedules overfull and assume that technology will help us get everything done in the right order.  We add more tools and pop-up reminders and leave messages for ourselves on our cell phones. We make a to do list to control our multiple to-do lists.

And none of it works.

Especially in professional services, where a single mistake can be the kiss of death. Auditors can’t screw up. Ever. Lawyers, blow it and your client lands in jail or a deal goes bad. Marketers, make a mistake in a firm’s brand campaign, and decades of client loyalty unravel.

Often, quicker just isn’t better.

I’ve done some serious thinking and research on this, and I think I’ve found a way to stop the madness. Leo Babauta of Zen Habits calls it single taskinggetting intentional.

This week, I’m going to take a diligent and critical look at who is making demands on my time. Who are the clients or supervisors who constantly send work in crisis mode? What are the triggers that ignite the firestorms in my workplace? How can I re-align people’s expectations? I plan to get real about urgent versus important versus habitual (we ask for it fast because we can, not because we need to), and prioritize accordingly.

I’m going to make space to do my work WELL, not just quickly.

Going against the public grain – shutting down the speed demons (both real and internal) who constantly up the ante – takes a lot of chutzpah. But making a considered effort to get off the fast track, concentrating on one thing at a time, and saying no to unreasonable demands may do more than aid my sanity. It may work wonders on my career. And I bet it could do yours some good as well.

Who wants to join me? What can you do to silence your inner speed demon?

Photo by nahkahousu (license).

Posted in Attitudes, Leadership, Relationship Building, service | Tagged: , , , , , , , , , | 6 Comments »

 
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