17. Deliver Results.

 
While we appreciate effort, we recognize, reward and celebrate results. Follow-up on everything and take responsibility to ensure tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results. The scoreboard represents our true performance.

Jim's Message:

 

It’s great to see a colleague giving his or her best, but it’s all for naught if they aren’t getting the right results. Yes, it is true that effort is generally a precursor to results, but they are absolutely not one and the same.

Imagine that a loved one is on the operating table in a life-or-death situation. You and your family gather in the waiting room waiting with baited breath for the doctor to communicate the results of this life-saving procedure. When the surgeon finally arrives, you don’t want to hear about how hard he and his team labored. You don’t want to hear that he “gave it his all” and worked extra-long. At this moment, effort doesn’t matter. You simply need Results.

While this is an extreme example, it’s no different in our business. Our internal and external customers are much more interested in their needs and expectations being met than they are in the effort we expend. We need to define the tasks that must be completed (effort) and the goals that must be achieved (results) to meet our customers’ needs. Measuring our progress towards these goals will make us accountable and identify adjustments that need to be made along the way to delight the customer.

A good example of Delivering Results at Famous is our HR Department. In the last several months I’ve had several encounters with HR, setting up my personal benefits, planning my wellness, recruiting and onboarding new colleagues, to name a few. All these encounters have been a positive experience because my needs and expectations were met in a timely and accurate manner; and our HR Team never once mentioned the effort required to provide the results. Thanks HR!!

“We need to do better, we need better results,” — Alex Rodriguez