What would Julia Child say about your Planning Process?

In the movie "Julie and Julia", we see Julia Child on her first day at the Cordon Bleu cooking school.  Does she learn the finer points of French pastry or making a perfect court bouillon?  Non!  She is tasked with how to properly chop onions and takes it upon herself to practice unless she perfects this basic skill.

For many organizations, the 24/7 culture with its high demands makes it tempting to skip over business fundamentals such as a disciplined planning process in favour of  "cutting to the chase" and whipping out a plan. 

Planning does not have to be complicated or time consuming, but it does require reflection and discussion from various levels and functions of your organization.  Simply handing over the "recipe" is no guarantee of success.  Great organizations learn from their past, take pride in quality effort at each step, build on their skills, adjust to current conditions and then enjoy the fruits of their labour. 

Would Julia approve of your efforts?

The Sled Dogs: Best Practices in Volunteer - Run Organizations

    For the third year in a row, I have volunteered to help put on the Ladies Speed Event in Alpine Skiing at beautiful Lake Louise.  A typical day starts with a 6:30 am breakfast, on the hill at 7:30 am and ends between 3 and 5:00.  Temperatures can go as low as - 55  but I'm not sure it ever goes above 0!  Why do I-and hundreds of others from across Canada, the US, Europe, Australia and New Zealand- keep returning?  And by the way, the return rate is over 85%.  Here are some simple lessons learned that can be applied to your organization:

1.  Great leadership & planning:  The leaders of the Sled Dogs are committed to putting on a safe and fair race, on schedule.  They lead by example:  they are often the first on the hill and the last off.  Planning happens months in advance to ensure appropriate resources are aligned and available.  Day to day (and sometimes minute to minute) plans are adjusted as necessary for the conditions.

2.  Teamwork and friendship:  Each volunteer is assigned to a crew chief and although there is role clarity, everyone pitches in as necessary and cheerfully.  There is emphasis on safety and we look out for each other and the athletes. Friendships are formed- research shows that having a friend at work is an important element for employee satisfaction.  This applies in the volunteer sector as well.

3.  Recognition:  I am amazed by how the leadership knows each volunteer's name, and uses it.  Leaders and team mates make an effort to thank each other for their efforts.  In addition, those who  have made a significant contribution over the years earn the right to wear a special belt buckle that is presented in front of the entire team.  We also receive a piece of clothing as part of our uniform each year.  This reinforces our identity and is also a nice thank you.

4.  Communications:  There are multiple levels of communications and the Sled Dogs use a variety of techniques.  We receive a blog or emails throughout the year to keep us linked to the organization even in the heat of summer when snow is far from our minds.  During race week, each day starts with a general briefing. This is followed by a meeting with the crew chief.  Throughout the day, radios are used to communicate necessary information and protocols and etiquette are rigorously adhered to.

5.  Belonging to something bigger:  The volunteers are from every walk of life- doctors, teachers, small business owners, judges, helicopter pilots, firefighters, nurses- you name it!  But what we all have in common is a passion to help alpine athletes from around the world to compete at their best...and hopefully put a Canadian on a podium.

Holding a high risk event that is subject to the whims of mother nature, dependent on volunteers and confined to a TV schedule is no easy feat.  By applying best practices and fostering a culture of respect and trust, the Sled Dogs make it look easy. 

Can a taxi driver be a Brand?

I don't think Andy set out to be a brand.  He simply decided to do everything right and ended up making his cab the most desired at Dorval train station. Would you ever imagine yourself risking life and limb in the ice and snow to run to his cab, pushing senior citizens aside so  you could get to the line up first?  You may laugh, but there was competition to get to the "white car" first. Andy followed the very simple rules of a good brand:
- He was reliable.  If his cab wasn't there, it was because  he was sick; which happened rarely.
- He remembered your name and used it.  Not only did he know your name, he knew your husband's name, kids name, pets; anyone or thing that was important to you.
- He paid attention to your needs.  If you felt like chatting, he talked; if you needed quiet, he would keep to himself.
- His car was ALWAYS clean and full of gas.
- He was early for a pick up; you never had to worry about being late.
- He provided several "added values".  As my friend Jay called it, the free candy with your receipt was the "inflight service".  He also had your receipt filled out and ready to go.

And, he never spent a dime on advertising!

I don't travel to Dorval regularly anymore but when thinking of "brands" I have used and to be honest in this case, jealously guarded, Andy and his taxi rank among my top 5.