Chip Heath delivered a powerful message at Tony Robbins' Passion for Life seminar this week in Toronto. In the new book Decisive, he illustrates how to improve your decision making process for more successful outcomes.
Chip presented an interesting four step process:
W - Widen your options
R - Reality test your assumptions
A - Attain some distance
P - Prepare to be wrong
Applying each step to your business:
W - every "either or" or "whether or not" decision can be improved six times when you add just one more option. For example, to drive sales at your new restaurant, do you hire a sales/marketing person immediately or not, add the option of empower all your staff members the ability to sell to every guest during their training process. Sales is not a silo or individual department anymore, everyone should be taught how to sell.
R - during the interview process, ask questions that reflect real problems in your business, assign a project that your business recently experienced, or have the potential hire complete a shadow shift so you can see how they interact/react in the workplace.
A - the idea is to remove any personal bias, ask yourself, "what would my successors do" in this situation? In doing so, you take a subjective/consultative view and, more importantly, puts you in the mind of your competitors.
P - the idea is to keep your options open by setting a tripwire during the process. When taking reservations for groups of 6 or more, instead of charging a cancellation/no-show fee to their credit card or the old-fashion way of hoping/praying that they will show up, call two-days before the reservation to convey your appreciation for the booking, inquire what the occasion is (this is starting a conversation) and then offer ways you can improve their celebration (e.g. dessert platter with sparkler/best seat in the house/personalized menus). Now, you've not only confirmed the reservation you've ignited a relationship.
Your decision making starts now.
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