change with confidence

Some Things Shouldn’t Change

by adminon October 5, 2012 in Uncategorized tagged change with confidence, customer service, loyalty, Sheraton Parsippany with no comments

I had a “back to the future” moment this week when I checked into the Sheraton Parsippany in New Jersey, which was a second home for me in the mid-2000s. I asked the front desk clerk if Mary still worked there. The attendant brightened and said, “Yes she does, I love Mary. What a wonderful person. Sometimes I just want to give her a hug to feel better.” This response didn’t surprise me because I had heard it many times before.

Mary is in charge of the concierge level lounge that offers breakfast and evening appetizers to guests. Her warmth and dedication is felt as soon as you walk through the door. She gives new guests a detailed tour of the lounge and wows returning ones with her knowledge of their preferences. Mary used to save the best bananas for me and once forbade me from eating one because it was below her standards. She then quickly went to the main kitchen to get me the best one on site. Classic Mary!

I wasn’t the only one who was in awe of Mary. Our entire project team sang her praises. She called us “the Canadians” and did everything she could to make us feel at home. At the close of our assignment, we sent her flowers and some money as a thank you. It didn’t seem enough for all she had done for us but she loved our gesture. After being transferred from the local office, I visited her when in the area or occasionally gave her a call. When we spoke she asked about each of “the Canadians” by name, just like family.

It was great to seeing Mary again, especially in a newly renovated lounge that she was proud off. Although the room had changed, Mary was the same. She even saved two bananas for me each day, just like before.

I decided to write a letter of appreciation to the hotel’s manager stating how important Mary is to her customers. It doesn’t seem enough for all she has done for me but I hope she loves my gesture.

Phil

I Will Be Brief

by adminon September 28, 2012 in Uncategorized tagged being brief, change management, change with confidence, learning objectives, proposal abstract, speaking proposal with no comments

This week, I completed my first proposal to speak about Change with Confidence at a conference. It required me to briefly describe what I would say and why it would be of value to the attendees. Not an easy task, especially with a strict limit on word count; being succinct and passionate at the same time is a challenge.

Like most struggles, it was a great exercise that required laser focus. It reminded me of the “elevator speech” concept where you provide a gripping topic summary in the time it takes to ride in an elevator. There is no time to meander when you have two minutes to make your point.

Here are a couple of excerpts from my proposal:

Proposal Abstract (100-150 word limit):

Leaders
of change need the most help when they are confronted with questions they can’t
answer based on their experience. Most become fearful of being seen as a poor
leader, losing respect, failing and not being in charge. What they need is
practical advice on making the right choices that are best for their
organization and aligned with its values. New and experienced change managers
will learn practical how-to approaches to help leaders manage every-day
realities of change based on the critical leadership questions that must be
answered well to develop and grow organizations. They will also learn different
ways to provide support given the circumstances and needs of their leaders. (110 words)

Learning Objectives

Know
the questions leaders need to answer to successfully manage a big change initiative.
Identify
practical people-focused approaches to support leaders through change.
Learn
how to apply the approaches to build leaders’ confidence to manage change-related challenges they must face to be successful.

I am keen to take Change with Confidence on the road and share its practical advice with groups around the world. It’s hard to be brief and passionate at the same time, but if that’s what it takes, great.

Phil

To Infinity and Beyond!

by adminon August 31, 2012 in Uncategorized tagged business change, career, change with confidence, consulting, options, writing a book with 3 Comments

I always thought my career could go in two directions after my book was published: consulting or corporate. Either I would apply the advice from Change With Confidence at my clients’ or next employer’s businesses. Robert Cialdini said “He who has the most options wins.” Having two options is definitely better than one, or is it?

Having two options gives you choice but it also implies that you have not committed to one. When I shared my two options with someone in the publishing industry, she wondered if the corporate option would limit my ability to promote my book. She was right: I would be absorbed in the challenges of my new role and team. The consulting option is far more flexible. I can blend speaking engagements and other promotional activities with assignments, giving the required time to both.

This week, I committed to the book promotion/consulting option. I incorporated a company called Change With Confidence Incorporated (“Limited” and “Confidence” don’t go together) that matches the business cards I purchased earlier.

When the security guard at a client’s office asked what company I was from, I belted out “Change With Confidence!” Buzz Lightyear would have been proud. The security guard paused before writing it in his book. Change with Confidence Incorporated became official!

As I walked away, clipping my guest badge to my belt, I thought, “To infinity and beyond. That sounds about right.”

Phil

On the Road Again

by adminon July 27, 2012 in Uncategorized tagged business travel, change management, change with confidence, writing a book with no comments

Yesterday, I boarded my first business flight in fourteen months as I started an exciting consulting assignment in the U.S.

It took seconds for me to click into travel mode–packing efficiently, setting multiple alarms for 4 a.m., navigating airport security–and feel confidence gained through years of experience. It was like watching a movie you had seen before: there is comfort in knowing the actors, scenes, and ending.

I had forgotten about the perks that come with travel loyalty programs — free breakfast, free magazines (Art News, Cottage Life – the next best thing to owning one, Flying – for may dad), boarding first, and the occasional upgrade. I know these trinkets are momentary amusements that come with the price of being away from home, but they are fun.

The business travel industry works hard to make customers feel special. This is how I felt when the driver who drove me to the airport said, “I picked you up a couple of times last year and guessed you had stopped travelling.” I told him about my book and he seemed genuinely interested. This was the best perk of all.

Phil

by adminon July 20, 2012 in Uncategorized tagged author, book proposal, book summary video, change management, change with confidence, getting published, publishers with no comments

Here is a short video about Change With Confidence.

And here is my book proposal for publishers.

Change With Confidence Book Proposal Summary

For more details on this book proposal or to request sample chapters, please send a note to ph************@***il.com.

Phil

And the Winning Title is…

by adminon June 29, 2012 in Uncategorized tagged change management, change with confidence, confidence, publish, title, writing a book with no comments

The most obsessive part of my journey has been choosing a powerful title. Since people judge books by their covers, I know my title has to be a great one. It has to describe what the book is about, communicate an emotional benefit of reading it, and inspire further investigation (i.e. buying it!). After a year of testing over 100 titles I selected one: “Change with Confidence.” My title:

Describes what the book is about: Managing change
Communicates an emotional benefit: Confidence in doing so
Inspires further investigation: How do you confidently lead change?

I have observed that leaders need the most help when they are faced with a question they can’t answer based on their experience. Many either went with the first information they receive or relied on their gut instincts. Unbeknownst to them, they sent their team charging down a path full of potential landmines. What they needed was practical advice on how to make the best choices based on real-life experience.

Sven-Göran Eriksson, international football coach, has observed
that the “greatest barrier to success is the fear of failure,” and during big
business changes there are many things to fear: not knowing what to do or say, being a poor leader, failing and, of
course, looking stupid. My book provides advice to move beyond these fears to make the right choices. During a big change project, confidence is an antidote to fear.

My title also includes a sub-title: “A Business Leader’s Guide to Change Management,” which identifies the audience for my book and what they are buying. Both parts of my title have provided focus for my book proposal and final edits.

I realize my publisher will have the final say on a title, but I am confident that the best title will be chosen. Just to be safe, I purchased the internet domains of changewithconfidence.com and changewithconfidence.ca so that there are no hiccups down the road. It is important to plan for the future. Phil

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change with confidence

Some Things Shouldn’t Change

I Will Be Brief

To Infinity and Beyond!

On the Road Again

Change With Confidence

And the Winning Title is…

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