Focus on critical resources is elemental.
I think everyone would agree that the three most important areas to spend your time, the most precious of all resources, is with customers, employees and suppliers. Some might disagree on the exact priority that each deserves within their top three status, but they should all be priority areas that business people should commit their limited and highly valued time to.
So why is it so difficult committing time to where it is of most value? I asked myself this question as I once again looked at a schedule that was set with the best of intentions to focus my time on customers, employees and suppliers. Unfortunately, "stuff" happened and the time just slipped away ... again. It seems to happen like this a lot, and not just to me. All too often unexpected plans or lengthier-than-expected tasks derail our well-planned, highly ambitious and essential plans.
The major culprits that seem to be the root causes of my scheduling snafus include what I categorize as computer systems, benefits and pesky people. You may have a different hit parade of time wasters but I bet the symptoms are similar.
Since we live in the information age, data (actually, I believe that datum is the correct term) rules. I just wish that the data from any computer system I have ever used were even close to being accurate and timely. It seems like I always end up sifting through tons of minutia to get to the information that is actually relevant to me. And despite Bill Gates' best efforts to simplify everything, I am still just as much a slave to the computer as ever. Whether trying to get information out, put data in or reconcile the two, it is amazing how much time is consumed dealing with getting a pearl of usable data. And by time I do get the information I need - in a format that is understandable and usable to a customer, employee or supplier - there is no time left to spend with that customer, employee or supplier!
Then there are benefit snafus. Good employers gotta offer benefits. Seems simple enough, right? So why does it always take so much time to deal with all the aspects of benefits? "How does dealing with benefits take so much time?" you ask. Well first let's define benefits. This catchall includes the obvious items like insurance - medical, dental, vision, life, etc. Then there is the much coveted 401(k) plan. And let's not forget the benefits taken for granted - breaks, lunch, employee-related committees, uniforms, safety wear, training, etc. Finally, if you have a sales team there are expense reimbursements and entertainment related benefits. Get the idea? To attract and maintain a first rate work force you need to have great benefits. However it is amazing how much time dealing with them can suck out of a busy day.
The time consuming issues usually come into play in one of two ways. The first way is being proactive - trying to make sure you have the desired benefits at the most reasonable cost necessary. This requires taking time to stay current on what is needed, wanted and available, and what fits with your business. The second, and often more time consuming issue, is reacting to the result of having all those benefits, such as explaining and re-explaining benefits to employees. This is ongoing, especially when people do not like the benefit or if it is complicated.
Some may say that staying current on benefits fits into the goal of spending time with your supplier. And some may also say that explaining and re-explaining benefits to employees fits into the goal of spending time with employees. The problem is that these tasks often end up not being taken care of in person. Oftentimes, dealing with benefit suppliers is done via web searches, e-mails, letters and holding on so-called "help lines." Meanwhile, explaining benefits to the people they are designed to benefit ends up being relegated to memos, e-mails and more help lines. Unfortunately, these instances are impersonal and still take gobs of time.
The last great consumer of time is pesky people. Ok, maybe I am being a bit harsh. Maybe I am looking at things from only one side. And maybe there are times when I am one of those pesky people! It's amazing that no matter how hard we try to get through to customers, employees and suppliers, somehow stockbrokers and telemarketers inevitably find a way to waste everyone's time.
Which brings me back to what's really important. It is so easy to be distracted by less meaningful tasks instead of focusing on what is pivotal to business - people. Scheduling time to be with customers, employees and suppliers is easy. Following through and being able to clear the clutter in order to actually spend precious time with the people who count is what is difficult. Sometimes, after spending way too much time pulling some data out of the computer, I realize that if I had just walked out on the production floor and asked a simple question I would have had better, more up-to-date information than the computer could ever provide. Instead of scouring the world looking for the best benefits, I should take the time to meet with some suppliers and it would provide a real benefit for all.
It's tough to stay focused. Stuff does happen. But maybe we let stuff happen, or worse, make stuff happen instead of keeping our eyes on the three most important elements of any business - customers, employees and suppliers. We all need to do a better job investing our time with those essential business elements. PCD&M
Peter Bigelow is president and CEO of IMI (www.imipcb.com). He can be reached at This email address is being protected from spambots. You need JavaScript enabled to view it..
