Mike the Boilerman's lessons in loving your work

I had the pleasure of meeting "Mike the Boilerman" a few weeks ago.  Mike, as the name suggests, fixes boilers.  There is, however, one key point that set Mike apart from the fleet of other similar engineers:

He loves his work.

I love my work too but when I initially meet my clients, they can struggle with the concept of "having a fulfilling career" (by which I mean loving your work more often than not enjoying it).  It's all very well in principle, it seems, but turning it in to reality can feel a bit far fetched.   

So what is his secret?

Know what you're good at

Mike was clear from an early age that he had an interest in and talent for fixing things.  He decided that, rather than fix lots of different things, he would specialise.  His quality of work meant that he quickly gained a reputation for being the "go to" person for boiler repairs.

So what?

What is your specialism?  What are you the "go to" person for?  This can be a practical skill or knowledge set but can also be expertise in bringing people together, high quality work or pragmatism.
What you know what you're good at - and are not shy about acknowledging this strength, others will see it more clearly too.

Set expectations

There is no "under promise and over deliver".  He's not out to make a quick buck.  He is clear about how he works and how he charges from the outset.  He doesn't do boiler installations or bathrooms.  He does boiler repairs.  That is all.

He found that, by setting expectations early, people could make more informed decisions and that made for a better working environment for both parties.

So what?

What are you prepared to say yes and no to?  How well do you set expectations; either personally or for your teams?

Make it easy

We are so good at making things way more complicated than they need to be.  In my experience, is it usually because we are concerned about what others may think, say or do as a result.

Mike realised that issuing invoices and chasing payment was taking up way too much of his time.  
His solution was to take payment either in advance or on site.  Would people resist?  Some did but, as he said, those that are resistant are usually the ones who would require chasing under the old process so they are no loss.

So what?

What if it really was that easy? What are you telling yourself about the consequences and what facts do you have that this is the case?

What next?

Mike and I are not the only ones who love our work.  I am meeting more and more individuals now who have found a fulfilling role which they enjoy.  Whether in a large organisation, a start up or your own business, there is something out there that will light your fire.  
Get in touch if you'd like to see how I can help you find work you love.
And if you still don't believe it exists, just ask Mike.

Lessons from a Muddy Lettuce

Lettuce Laundrette

I had a chuckle when I received a veg box from Abel & Cole last week. Among the onions, carrots and cabbage was a white card, about the size of a business card. Sometimes they add a card to tell you they've added a free lemon or mince pie so I read it with interest. Here it is:

I wondered what could have prompted the note and concluded that someone had probably complained about their lettuce being a bit muddy in the past.

What kind of person would complain about a muddy lettuce? Lettuces grow in the ground, right? Surely is a bit of mud is only to be expected on real food that has pushed through real earth, been warmed by real sun and watered by real water?

Choose Option 4

It made me wonder what had happened in the Abel & Cole workplace as the complaint was received. Did they laugh? Shake their heads in disbelief? Feel outraged (as I did) about the unreasonableness of people? Whatever they did behind closed doors, they moved swiftly to action.
In my experience, there are four reactions to feedback:

1. Ignore and hope everyone else forgets about it
2. Deny, deflect, defend and then destroy all evidence of it
3. Ingest it, focus on the worst bits, worry about it. Then follow steps 1 & 2
4. Take it, own it, do something about it

Abel & Cole chose option 4. This, among other reasons, is why they are one of my role model businesses* (see more on this soon!)

So what?

It can feel uncomfortable or even insulting when someone criticises our business, our department or our service. We can take things personally and react with emotion (options 1, 2 and 3 above).

Perhaps you’ve found yourself turning it back on the complainant? This is just one person in 100 or 1000, who cares? They are being overly nit picky and unreasonable.

Once our emotional reaction has subsided, it's time to look for the nugget of truth that will improve your business (option 4).

One truth is that this customer, client or partner expected more from you. So ask yourself:

• Which personal values were being triggered in my emotional reaction to this feedback? 
• What did this person expect that was not satisfied? (ignoring whether that expectation was realistic) 
• What would my business look like if I delivered this expectation every time? 
• What immediate action honours my personal values? 
• What action will mititgate against this feedback in future? 

Nuggets of Truth (Or the Mud on Your Lettuce)

Those nuggets of truth could stop complaints in the future. They could even be what sets you apart from your competitors and brings you even greater happiness and success.

As Bill Gates said, "Your most unhappy customers are your greatest source of learning."

I’d love to hear your customer feedback stories!

*and to make it even better, they sent me a copy of the note within 24 hours of my email request so I could use it here! Top banana!