Never Settle For Best Practice

Everyone wants the best. In life, as we make our choices, we always seek to make the "best" one. Nobody ever sets out to make a mediocre choice. So it's easy to understand why companies are drawn to the idea of identifying and promulgating their "Best Practices" to everyone. But who is really deciding what is "best"?

More often than not, "Best Practices" are not really what's "best-" they're what is most common or what was designed. For example, many times "Best Practice" is determined by the project team that created the process. They lay out the detailed steps for implementation and label it "Best Practice" to keep everyone in compliance. But this has no bearing on if it's really the "best" way to do a task- it's just a way to keep everyone playing by the rules. Other times, "Best Practice" is determined by looking at high performers and finding their common or repeatable methods. But again, this is not necessarily "best" because often the really special techniques are left out since they aren't repeatable. And in either case, the determination of what is "best" is left to the discretion of who is measuring and how they are measuring. It's all very subjective but it's also dangerous.

See, the word "best" has a very special meaning- it's the pinnacle, the peak, the definition of perfection. Once you have the best, you'll never settle for anything else. And that's the problem with "Best Practice;" it dissuades the very innovation that created it.

Once we have a "Best Practice" we stop trying to improve; we stop trying to innovate; we start simply playing by the rules. Why create a new practice if we already have the "best?" Once that mindset sinks in, we stop being great and start settling for being the "best."

The simple truth is that any effective practice has it's merit and should be encouraged. And instead of working to rule by "best practice" we should focus on collaborating all our effective practices so that we are constantly getting better. Let "best" be a journey, and not a destination.

Indiana Jones: Entrepreneur and Leader

Ok, there’s probably a whole book that could be written on Indiana Jones as an allegory for entrepreneurship and/or leadership.  But I’m going to focus on just the one that popped into my head today.

Remember the end of “The Last Crusade” when they kept sending the soldiers into get the Grail and they kept getting decapitated?  Then Indy, having just seen a head roll up to his feet, ventures in himself?  That’s what it takes to be an entrepreneur.  The willingness to venture in where others have been decapitated time and time again.  The confidence (maybe arrogance) to believe that you won’t be the guy staring at your own torso lying 4 feet away.  If you don’t have that, you’re never going to make it.

Of course that doesn’t mean being stupid either.  Remember- Indy had the journal, filled with the learning and experience of others.  And this wasn’t his first adventure- his first adventure was a flop.  He had experience and knowledge to guide him- but he still had to have been a nervous wreck.  It’s about getting past those nerves.  It’s not letting other’s failures scare you off when you know you have something they didn’t.  And it’s about guts.  That’s a big part of being an entrepreneur.

Remember after he made it how he cleared the way for the others?  Disabling the traps and leaving markers so others could follow him safely?  That’s what it takes to be a leader.  The ability to show others the path you’ve created.  The willingness to teach others your success.  Making it safer, but not necessarily foolproof.  That’s a big part of being a leader.

Whatever grails your business is searching for, you’re going to need entrepreneurs to take the risks and leaders to mark the paths.  And if you can find them both in one person, don’t be surprised if they’re wearing a fedora.

Running Through the Endzone

 

Here's something to consider- in football, once you've reached the endzone- you're done.  You don't get extra points for your dance or for running past the zone and jumping into the stands.  Although it would be really cool if you did.

 

Can you imagine a game where you could get extra points just for having a really cool endzone dance?  Instead of Madden, we'd get a judge from Dancing with the Stars to do the color.  I'll bet Emmitt Smith would come out of retirement.  It'd be awesome.

 

Of course it would change the whole dynamic of the game.  Players couldn't just be fast or strong- they'd have to be able to get down like MJ in Thriller.  Paula Abdoul would have a new spot on the sidelines as an assistant coach.  We'd no longer have practices, but rehearsals.  And the team could do their own half time show.  It could get out of hand quickly.

 

Of course you don't get points for dancing in the endzone, you just get a penalty.  Because there's no need for all that.  Once you've scored- you've scored.

 

Customer service is much the same way.  You don't always need to do a dance to get points; and sometimes you're just wasting time trying.  Customer service is about meeting expectations- not exceeding them.  And exceed them the wrong way or too often and you'll end up either changing the game permanently or getting penalized.  It can do more harm than good.

 

So many places talk about "exceeding customer expectations," but customers don't need that.  If they did, they'd just have higher expectations.  Once you've hit the endzone, stop.  You've got the points.  Just keep focusing on getting there again and again.  That's how you win.

Is your heart in the right place?

For where your treasure is, there will your heart be also. Matthew 6:21

Treasure is more than just money by the way.  It’s always easy to say “treasure” and think of that vault Scrooge McDuck had where he would swim in gold coins.  That’s just one definition of “treasure”- money. 

Merriam Webster has another and it goes like this:

Something of great worth or value; esteemed as rare or precious

In that sense, your time is a treasure.  It’s rare and precious.  So are your relationships.  And your passion.  And your talents.  All those rare, precious things that have great worth and value to you- they are your treasure.

And that’s where your heart is.  And it should work both ways- where your heart is, that is your treasure.

What you spend your money on.  What you spend your time doing.  Who you spend time with.  What talents you use and what you are passionate about.  These are your treasures.

Which begs the question…

Is your heart in the right place?

Lessons in Lifeguarding

Surprisingly, one of the first things they teach lifeguards is this: Don’t go in the Water.

At least not right away.

See, when someone is drowning they’re also panicking.  It’s understandable.  But it makes them dangerous.  They will desperately grasp at anything that comes close and if that’s you, they could injure you or even take you down with them.  Yes, it’s a bit of a scorpion and toad thing, but we’re not dealing with rational- we’re dealing with a drowning person.

So lifeguards are taught that your first move has to be to throw them something.  That’s why they all have those sweet buoys like on Baywatch (not those- the real ones, orange with the rope attached.  Behave yourself).  Once the “drownee” (drowner?  I’m making up words- the victim) has something to hold onto, the panic will subside and you can complete the rescue.

When someone is emotionally drowning, the same lesson applies.  If you dive into the water after them, you’re likely to get consumed in their panic and sucked down with them.  Not helpful to them- dangerous to you.  In order to help someone you have to be in a strong position and a safe place.  Otherwise you’re not help, you’re just company.

That’s not to say it’s easy to watch.  When someone who’s drowning is so panicked that they can’t seem to grasp the life-preserver right in front of them it’s painful to witness.  We wait and watch with baited breath, hoping they’ll just do the one thing to save themselves.  Real drowning victims usually do- emotional drowning victims are more likely to go under. 

Which is why when someone is emotionally drowning we’re more inclined to jump in after them. 

But we shouldn’t.

Hard as it is, you have to wait until they go under.  Only then can you jump in and try to save them before it’s too late.  It may seem cruel, but you can’t put yourself at risk trying to save another.  Lifeguards loose teammates that way.  And far too often we lose ourselves in someone else’s misery and sadness.  We become consumed for no other reason than we jumped in too soon to really be helpful.  And we usually get injured- or worse.

As someone with a hero complex, this has always been hard for me.  I want to dive in.  I want you to not feel alone.  I want to save you. 

But sometimes, we have to wait to be helpful.  Sometimes when we throw someone a rope, all we can do is wait and hope they take it.  And we won’t save everyone.  That’s the hardest part of all- that not everyone will help themselves and we have to be prepared for the worst.

If you’re an emotional lifeguard for your friends and family like me- take a lesson from the real pros and stay out of the water- at least at first.