Excellence

Culture, Development, Empathy, Excellence, Leadership, Power of Yes

What Changes & Shapes Your Life? The POWER OF YES!


THE POWER OF YES is a mantra that you’ll hear often at the Nason Group. Over the years, not only have we seen this mindset free individuals, teams, and organizations to be able to innovate, we also gotten to see this mindset change lives. In our first blog about the power of yes (No, No, No! The Power Of Yes), I proposed that THE POWER OF YES in innovation is a continual learning process–-every week, every day, and sometimes every minute.

After living into this ongoing learning process, I’d like to tell you about how this mantra and mindset has changed and shaped my life.

To get started, please take a couple of minutes and watch the video. Then, engage the calls to action listed below to claim THE POWER OF YES in your own life.

Here are three calls to action to consider as you engage the POWER OF YES:

GET OUT OF YOUR COMFORT ZONE. It’s easy to grow complacent and comfortable with current situations including our jobs, homes, relationships, and mindsets. Remember, “It begins at the end of your comfort zone!”

  • CALL TO ACTION: Find one thing in your life–-personal or professional–-and stretch yourself. Test yourself on how far you are willing to move out of your comfort zone. You will be amazed what is on the other side.

LOOK FOR UNDISCOVERED TALENTS. I am who I am today because of people in my life who could see beyond my own vision for myself. They challenged me to see myself in bigger and better places.

  • CALL TO ACTION: Find one person for whom you can point out undiscovered talents. Mentor this person by showing them something that they don’t yet see and help them explore it. Most importantly, say YES to them!

EVALUATE YOUR MINDSET. Although this is not easy, it will benefit you more than anything else you do from reading this blog. Our own mindsets often prevent us from achieving the impossible.

  • CALL TO ACTION: Take five minutes today to find a quiet place and evaluate the mindsets that control your personal and professional lives. Ask, “What is stopping me from moving forward to the next great thing in my life?

We would love to hear your thoughts on how these calls to action are helping and transforming you and your teams. Please send them to us at info@nasongroup.co.


Consumer Experience, Excellence, Leadership

Even The Best Of The Best F*** It Up! It’s All In How You Recover!


The Story

It is 9:30 p.m. and I am standing with my family at Gate A24 in Atlanta Hartsfield International Airport. My wife, myself, and our two children (an eight-year-old and a soon to be two-year-old) are excited for our trip to Orlando and begin our Disney vacation in celebration of our son’s 2nd birthday. All is well – the gate agent calls for families with small children and car seats to board the plane.

This is where the nightmare begins!

The four of us board the plane. I get my daughter situated and help my wife get our son in his car seat. We turn movies on and settle in for what we anticipate to be a short hour flight. After a short time, I realize that no more passengers are boarding the plane. There are three families on the aircraft, along with passengers that required special assistance. My family is in the front row and I begin conversing with the pilots and the crew. We learn that there is a potential maintenance issue and the tower has requested that no oneIMG_7543 else board the plane (this should have been our first warning).

After sitting for an hour, we are finally asked to de-board. 15 minutes later, it is announced that there is an engine problem and they are going to have to swap out the aircraft (now don’t get me wrong, I am glad we found this out on the ground and not in the air.) So, off we go to gate A16!

Now, I am going to speed up the story from here, because I could write a novel on the whole event!

We make it down to gate A16 and our second wait begins. After nearly an hour, the new plane is ready.  On the plane we go! Everyone settled, and we finally pull away from the gate. We are taxiing to the runway, and we STOP! Why are we stopping? After a few minutes, the captain comes on the intercom to state that we must return to the gate for a maintenance issue. This second plane is broken too!.

We sit on this plane for about 30 minutes when they finally announce “Ladies and Gentlemen, we must de-board this plane as it is not capable of flying!” Now, by this time both our children are asleep. Having to wake them up is like disturbing sleeping giants. Yet, off the plane we go – again – now heading to gate A21 to board our third flight of the evening.

Finally, at the bewitching hour of 3:30 a.m. we take off for Orlando. Touchdown happens at 5:15 a.m.!

Eight hours later…we are finally in Orlando! 

What We Learned

We learned three main things in this process:

  1. It is critical to maintain a good sense of humor  – or you might go postal!
  2. Try to keep the kids calm and press through all the frustration.
  3. Don’t be afraid to share your story with the company!

What We Will Do

So after finally getting to bed at 7:45 a.m. and managing to sleep a few hours. I woke up deciding that I must hold the airline accountable for their actions.

First, let me say that the crew on Flt. 1418 was AMAZING (as you can see in the picture)! They maintained a positive spirit and attitude after nearly timing out on their shifts that evening and then having to be back to work in nine hours.

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Second, I am sharing our story not just for us, but for 300 other passengers who may not know how to get their story out!

Third, we will continue to fly this airline – if they do the right thing! If not, we will be looking for another airline!

What You Can Do

You can do what we are doing! Although this airline is known for a positive customer experience in the industry, they still f*** up! We are going to give them a chance to make it right and redeem themselves!

Stay tuned and we will provide and update as things progress!

Consumer Experience, Design Thinking, Excellence, Innovation, leaders, Leadership, Power of Yes, Strategy, Teams

The POWER OF YES In 2017!


What I Was Doing:  My Story…

Over a year ago I wrote a blog post titled, The Power of Yes In Innovation. I wrote these words:

Each day I try to live the POWER OF YES–the power to give people the freedom to explore, test, and win, the power to let my children be all they want to be, the power to allow innovators the freedom to create what has never been created before, and most importantly, the power to say yes to life.

At that time, I had no idea the profound impact these words would have on me as a leader, executive, friend, husband, father, or overall person. Those words became more and more important to me every day as I walked through 2016.

I’ll share a brief story about the POWER OF YES in my own life. I had the privilege to be a part of a new organization this year as the Chief Transformation Officer. When the opportunity was presented to me, I could have said no. I knew the role would be hard and a challenge for me, but I also knew I could not run from it. So, I said YES – and in doing so, learned so much about my capabilities as a person, and as important, my capabilities as a leader!

yes-we-can-collage

What I Learned…

First, I learned that as a C-Suite Executive, my word and actions could empower a culture to change. I did not need to be the decision maker. I did not need to know everything. I did not have to be at every meeting. All I had to do is say the word, YES!

Yes! You Can Make That Decision!

Yes! You Can Take That Risk!

Yes! You Are Able To Do It!

Second, as a leader, I learned that I had the ability to see talents and skills within associates that they may not see or they may not have had the opportunity to share.

Eleanor Roosevelt said, “Never allow a person to tell you no who doesn’t have the power to tell you yes.”

Simple! But yet, so hard for so many leaders. As a leader, we have the power to say no – but being able to say yes opens the door for engaging collaboration, opportunities for growth and the realizing of untapped potential.

Now, saying yes has it risks – but you cannot empower your organization, your team, and your associates unless you are willing to take the first step. By doing so, you will equip your teams with their own courage to say, YES!

 

yes-and-say-yes

Lastly, I learned that saying Yes doesn’t always mean that I am right or that it is going to go the way I want it to go.  I have to provide my team members the ability to fail or take risks that I may not take myself.  This means I must empower and support my teams to make decisions that may not necessarily be the ones I would make. As I worked with my teams over the past year, I did my best to get out of the way and provide the freedom for them to be their best. By doing so, I was able to help them to be better leaders and stronger team members.

What I Will Do With It…

For 2017, I am determined to live by the POWER OF YES! How? By following these three simple steps:

Y – Yes, I can! Yes, you can! Yes, we can! Yes, Yes, Yes! In all circumstances, opportunities or challenges, I will do my best to say Yes first!

Equip and Empower all those around me to not only reach for their dreams but for the things they may feel are unattainable.

S – Succeed! There is a measure of success within each and every opportunity. Even if I fail, I learn and I move forward.

In 2017 I will be fulfilling a dream of my own to write a book. Be on the lookout for it! Also, I will be launching a website on the POWER OF YES!

As 2016 comes to a close and we all begin to look forward to the New Year – my challenge to you is simply this: Live by the POWER OF YES in 2017! 

 

Consumer Experience, Design Thinking, Excellence, Human-Centered Design, Innovation, Leadership, Strategy

Who The He** Are We Designing For? Healthcare: The Future Is Now!


What I was doing…

This past week I spent three days with 70+ future forward movers and shakers in Austin, Texas. Our group, Innovation Learning Network focused on becoming Architects of Better Futures & the Rites of Passage of the 21st Century: the Ten-Year Landscape with The Institute For The Future. Then we looked at Discussing Design Without Losing Your Mind, Smarter Design For Smarter Decisions, and Caregiving 2031.

We also had our minds blown away when we discussed Future Vision from an investment, retail, and culinary arts view. All of these sessions were incredibly thought-provoking and challenging for me as both an innovator and learner. But, what I want to focus on this week is my experience on our Innovation Safari.

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Imagine this! You are attending a conference with 70+ healthcare leaders, and you break into  groups of six to trek out into the city. Maybe we will go visit a hospital. Maybe a clinic in an underserved area. It must be we are going to go visit a design studio in Austin. Nope!

We went to visit a restaurant. That’s right a good ole` BBQ restaurant. The question I asked myself was, “How is this going to help me in the future when it comes to healthcare?” Let me tell you this; it was mind blowing.

The BBQ establishment we went to visit was Rudy’s  owned and operated by K&N Management based out of Austin. This was one of the most impactful afternoons I have ever had. Our team had the privilege to spend an hour with the general manager from the location we visited. He had been with the company for 18 years and worked his way up from a cashier in college, to now as a managing partner. We spent that hour learning about PROCESSES, PROCESSES, PROCESSES.  

So What?

So what is this? K&N Management has been honored to win the coveted Malcolm2016-10-26-15-54-31 Baldridge National Quality award. We learned that “The Love of Excellence” is what has caused this great success. Additionally, that afternoon we met with one of the executives who shared the company’s journey with us. In this session, excellence was the theme. The key learning I walked away with was this; if you focus on one thing, and get everyone in the company focusing on it. You can move the needle!

What I Learned…

So that evening I started thinking how could we apply all of this to a system that lives in processes, but is yet so many light years behind. The next morning as we listened to the discussion on Future Vision – it clicked.

Gary Hoover was speaking to us about consumers, and he made one simple statement, “Whenever the consumer is involved, that’s where innovation is!”  Many organizational leaders talk about it, but very few actually practice it. Gary continued and 2016-10-27-10-41-28shared the second nugget from that morning.

He stated, “To make a difference in healthcare we need to study the great service organizations of the past and of today!”

Well, I just had done that the day before. Service at its best.

 

What I Will Do With It…

From both of those experiences, I knew I had to apply them to my day-to-day life and how I could impact and change healthcare for the better. No longer will I bite off the whole system. We will pick one thing, and one thing only. Focus on that, and make a difference.

My teams will look at the past and learn from those before us, but we will also trek into the future with one thing in mind, the consumer – and only the consumer. Whether it is a member, patient, or provider – Focus on one thing and do it well!!!

So, who the he** are we designing for? YOU!