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Appointment bookends: Use ‘em.

Appointment bookends: Use ‘em.

I have some very simple advice for you this week which can revolutionize your workweek productivity.

It describes a habit I had fallen into out of sheer necessity when I was a corporate VP in operations, finding that appointments could easily and completely dominate my entire day if I allowed them to. My calendar was a parade of interviews, employee counseling, staff meetings, vendor appointments, and customer meet-and-greets, all those same scheduling challenges you probably have too, with people wanting or needing their piece of you. You can’t say no to them, and you may not want to, but you can get much smarter about how you schedule them.

What I’m going to describe for you is a straight-forward scheduling habit, but it takes strong will and self-discipline because it’s so easy to break. We break it because we are good at honoring appointments with everyone but ourselves.

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This is one of the first habits I teach to the managers I coach, for without exception I discover they must learn to get their time back, claiming it as their own, and giving it the degree of worth and importance it deserves. Second, they inevitably need more help with follow-up.

The objections are immediate, and are the same from everyone, nearly verbatim, “but Rosa, I just can’t afford to do this!” My response is the same too: “You can’t afford not to. Do you want your life at work to get better or not?” Once they get it, and get into it, they never give it up.

So here it is, a new habit for you to cultivate, and one you will deem priceless once it starts to work for you too— do it, and I guarantee it will work: Bookend all your appointments.

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For every appointment you place on your calendar which involves meeting with another person or group of people, schedule a half-hour beforehand as one bookend, and another half-hour afterwards as the second bookend. When using Outlook, I went so far as to label them Mua (‘before’ in Hawaiian), or ‘PREP’ and Mahope (‘after’ pronounced Ma-ho-pay) or ‘DE-BRIEF’ as totally separate entries, with the following checklists in the Notes section as my reminders.

During PREP, you do just that:

  • In a strategy of ‘paying yourself first’ focus on what you should get out of the appointment to come: Define for yourself your best possible outcome for when the appointment is over. Never ‘wing it’ in an appointment again: Claim it and Own it.
  • Gather everything you will need; strive to dazzle your appointment with how prepared you are for them, and how intentionally focused you are. Review any related documents, and make notes of the questions you can get answered during the appointment. Appointments should be people-time, not paper-time.
  • If you are about to go into a meeting, do a mental roll-call of all the people who will be there, and compile your questions and outstanding items for them, whether related to the subject matter at hand or not. This part of the habit saves so many emails and phone calls in the rest of your week; you are capitalizing on the presence of others in a proactive way.
  • Another Outlook tip on this last item: I use the Notes section of Outlook Contacts extensively to capture any conversation-agenda items I have for people. Then, this step became as easy as printing their Contact sheets and taking them with me to my meetings; notes on their responses were written on the sheets for easy processing into my system later. If my ‘Prep’ was shorter than the half-hour I’d allotted, I went to the meeting early, caught everyone as they came in, and was able to complete many if not most of my pending conversations with them.

These prep steps help you focus so much better during the appointment itself. In my Hawaiian language of intention: Mua becomes Imua, going forward with strong momentum.

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During DE-BRIEF, you do just that:

  • Again, take care of your own needs first: Write down your de-brief of whatever memory you need to capture from the appointment. Grab your take-aways and lessons learned; reflect and rejuvenate.
  • Process your notes and get any new data you’ve captured into your system; file, calendar, replace and delete as you need to: The goal here is that meeting and appointment data by-passes your inbox and is immediately processed. Any new paperwork generated gets done or gets started when fresh in mind.
  • Get your jump-start on follow-up: Brainstorm all related next-actions related to the appointment or meeting you just had, and calendar what you can, including appointments with yourself— time blocked for those priorities you deem most important.
  • Use whatever time remains in that half-hour to get something done. Choose from that list of next actions you just wrote down, and do them.

The strategy here is working proactively with full mindfulness. When the appointment was a significant one —you know which are key for you and which are not— my De-brief bookend was a full hour; I wanted and needed my most important work to get done!

Important coaching, and where your will and discipline come in: These bookends are just that, bookends and not cushions of extra time. You must discipline yourself to start and end your meetings and appointments on time, keeping them efficiently focused as well.

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I can hear most of your objections now; believe me, I’ve already heard them all. But you ignore this advice at your own peril. Start as you can: Many of my execs will squeeze themselves into the habit little by little, starting their appointment bookends with every new booking which comes on those calendar days which are weeks into the future. They’ll call me after the random one they’ve done, saying, “Rosa, these appointment bookends are golden!” and that glorious day comes when the habit is firmly entrenched and they never ever go back.

You can do it too: Get your time back. Imua!

Related Articles:

Rosa Say is the author of Managing with Aloha, Bringing Hawaii’s Universal Values to the Art of Business and the Talking Story blog. She is also the founder and head coach of Say Leadership Coaching, a company dedicated to bringing nobility to the working arts of management and leadership. For more of her ideas, click to her Thursday columns in the archives, or download her manifesto: Managing with Aloha on ChangeThis.com.

Rosa’s Previous Thursday Column was: What would your banner say?

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Rosa Say

Rosa is an author and blogger who dedicates to helping people thrive in the work and live with purpose.

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1 We Do What We Know Is Bad for Us, Why? 2 13 Bad Habits You Need to Quit Right Away 3 How to Reprogram Your Brain Like a Computer And Hack Your Habits 4 14 Ideas on How to Measure Productivity to Make Progress 5 11 Things You Can Do to Increase Employee Productivity

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Last Updated on January 6, 2021

14 Ideas on How to Measure Productivity to Make Progress

14 Ideas on How to Measure Productivity to Make Progress

Everyone has heard the term productivity, and people talk about it in terms of how high it is and how to improve it. But fewer know how to measure productivity, or even what exactly we are talking about when using the term “productivity.”

In its simplest form, the productivity formula looks like this: Output ÷ Input = Productivity.

For example, you have two salespeople each making 10 calls to customers per week. The first one averages 2 sales per week and the second one averages 3 sales per week. By plugging in the numbers we get the following productivity levels for each sales person.

For salesperson one, the output is 2 sales and the input is 10 sales: 2 ÷ 10 = .2 or 20% productivity. For salesperson two, the output is 3 sales and the input is 10 sales: 3 ÷ 10 = .3 or 30% productivity.

Knowing how to measure and interpret productivity is an invaluable asset for any manager or business owner in today’s world. As an example, in the above scenario, salesperson #1 is clearly not doing as well as salesperson #2.

Knowing this information we can now better determine what course of action to take with salesperson #1.

Some possible outcomes might be to require more in-house training for that salesperson, or to have them accompany the more productive salesperson to learn a better technique. It might be that salesperson #1 just isn’t suited for sales and would do a better job in a different position.

How to Measure Productivity With Management Techniques

Knowing how to measure productivity allows you to fine tune your business by minimizing costs and maximizing profits:

1. Identify Long and Short-Term Goals

Having a good understanding of what you (or your company’s) goals are is key to measuring productivity.

For example, if your company’s goal is to maximize market share, you’ll want to measure your team’s productivity by their ability to acquire new customers, not necessarily on actual sales made.

2. Break Down Goals Into Smaller Weekly Objectives

Your long-term goal might be to get 1,000 new customers in a year. That’s going to be 20 new customers per week. If you have 5 people on your team, then each one needs to bring in 4 new customers per week.

Now that you’ve broken it down, you can track each person’s productivity week-by-week just by plugging in the numbers:

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Productivity = number of new customers ÷ number of sales calls made

3. Create a System

Have you ever noticed that whenever you walk into a McDonald’s, the French fry machine is always to your left? 

This is because McDonald’s created a system. They have determined that the most efficient way to set up a kitchen is to always have the French fry machine on the left when you walk in.

You can do the same thing and just adapt it to your business.

Let’s say that you know that your most productive salespeople are making the most sales between the hours of 3 and 7 pm. If the other salespeople are working from 9 am to 4 pm, you can potentially increase productivity through something as simple as adjusting the workday.

Knowing how to measure productivity allows you to set up, monitor, and fine tune systems to maximize output.

4. Evaluate, Evaluate, Evaluate!

We’ve already touched on using these productivity numbers to evaluate and monitor your employees, but don’t forget to evaluate yourself using these same measurements.

If you have set up a system to track and measure employees’ performance, but you’re still not meeting goals, it may be time to look at your management style. After all, your management is a big part of the input side of our equation.

Are you more of a carrot or a stick type of manager? Maybe you can try being more of the opposite type to see if that changes productivity. Are you managing your employees as a group? Perhaps taking a more one-on-one approach would be a better way to utilize each individual’s strengths and weaknesses.

Just remember that you and your management style contribute directly to your employees’ productivity.

5. Use a Ratings Scale

Having clear and concise objectives for individual employees is a crucial part of any attempt to increase workplace productivity. Once you have set the goals or objectives, it’s important that your employees are given regular feedback regarding their progress.

Using a ratings scale is a good way to provide a standardized visual representation of progress. Using a scale of 1-5 or 1-10 is a good way to give clear and concise feedback on an individual basis.

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It’s also a good way to track long-term progress and growth in areas that need improvement.

6. Hire “Mystery Shoppers”

This is especially helpful in retail operations where customer service is critical. A mystery shopper can give feedback based on what a typical customer is likely to experience.

You can hire your own shopper, or there are firms that will provide them for you. No matter which route you choose, it’s important that the mystery shoppers have a standardized checklist for their evaluation.

You can request evaluations for your employees friendliness, how long it took to greet the shopper, employees’ knowledge of the products or services, and just about anything else that’s important to a retail operation.

7. Offer Feedback Forms

Using a feedback form is a great way to get direct input from existing customers. There are just a couple of things to keep in mind when using feedback forms.

First, keep the form short, 2-3 questions max with a space for any additional comments. Asking people to fill out a long form with lots of questions will significantly reduce the amount of information you receive.

Secondly, be aware that customers are much more likely to submit feedback forms when they are unhappy or have a complaint than when they are satisfied.

You can offset this tendency by asking everyone to take the survey at the end of their interaction. This will increase compliance and give you a broader range of customer experiences, which will help as you’re learning how to measure productivity.

8. Track Cost Effectiveness

This is a great metric to have, especially if your employees have some discretion over their budgets. You can track how much each person spends and how they spend it against their productivity.

Again, this one is easy to plug into the equation: Productivity = amount of money brought in ÷ amount of money spent.

Having this information is very useful in forecasting expenses and estimating budgets.

9. Use Self-Evaluations

Asking your staff to do self evaluations can be a win-win for everyone. Studies have shown that when employees feel that they are involved and their input is taken seriously, morale improves. And as we all know, high employee morale translates into higher productivity.

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Using self-evaluations is also a good way to make sure that the employees and employers goals are in alignment.

10. Monitor Time Management

This is the number one killer of productivity in the workplace. Time spent browsing the internet, playing games, checking email, and making personal calls all contribute to lower productivity[1].

Time Management Tips to Improve Productivity

    The trick is to limit these activities without becoming overbearing and affecting morale. Studies have shown that most people will adhere to rules that they feel are fair and applied to everyone equally.

    While ideally, we may think that none of these activities should be done on company time, employees will almost certainly have a different opinion. From a productivity standpoint, it is best to have policies and rules that are seen as fair to both sides as you’re learning how to measure productivity.

    11. Analyze New Customer Acquisition

    We’ve all heard the phrase that “It’s more expensive to get a new customer than it is to keep an existing one.” And while that is very true, in order for your business to keep growing, you will need to continually add new customers.

    Knowing how to measure productivity via new customer acquisition will make sure that your marketing dollars are being spent in the most efficient way possible. This is another metric that’s easy to plug into the formula: Productivity = number of new customers ÷ amount of money spent to acquire those customers.

    For example, if you run any kind of advertising campaign, you can compare results and base your future spending accordingly.

    Let’s say that your total advertising budget is $3,000. You put $2,000 into television ads, $700 into radio ads, and $300 into print ads. When you track the results, you find that your television ad produced 50 new customers, your radio ad produced 15 new customers, and your print ad produced 9 new customers.

    Let’s plug those numbers into our equation. Television produced 50 new customers at a cost of $2,000 (50 ÷ 2000 = .025, or a productivity rate of 2.5%). The radio ads produced 15 new customers and cost $700 (15 ÷ 700 = .022, or a 2.2% productivity rate). Print ads brought in 9 new customers and cost $300 (9 ÷ 300 = .03, or a 3% return on productivity).

    From this analysis, it is clear that you would be getting the biggest bang for your advertising dollar using print ads.

    12. Utilize Peer Feedback

    This is especially useful when people who work in teams or groups. While self-assessments can be very useful, the average person is notoriously bad at assessing their own abilities.

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    Just ask a room full of people how many consider themselves to be an above average driver and you’ll see 70% of the hands go up[2]! Now we clearly know that in reality about 25% of drivers are below average, 25% are above average, and 50% are average.

    Are all these people lying? No, they just don’t have an accurate assessment of their own abilities.

    It’s the same in the workplace. Using peer feedback will often provide a more accurate assessment of a person’s ability than a self-assessment would.

    13. Encourage Innovation and Don’t Penalize Failure

    When it comes to productivity, encouraging employee input and adopting their ideas can be a great way to boost productivity. Just make sure that any changes you adopt translate into higher productivity.

    Let’s say that someone comes to you requesting an entertainment budget so that they can take potential customers golfing or out to dinner. By utilizing simple productivity metrics, you can easily produce a cost benefit analysis and either expand the program to the rest of the sales team, or terminate it completely.

    Either way, you have gained valuable knowledge and boosted morale by including employees in the decision-making process.

    14. Use an External Evaluator

    Using an external evaluator is the pinnacle of objective evaluations. Firms that provide professional evaluations use highly trained personnel that even specialize in specific industries.

    They will design a complete analysis of your business’ productivity level. In their final report, they will offer suggestions and recommendations on how to improve productivity.

    While the benefits of a professional evaluation are many, their costs make them prohibitive for most businesses.

    Final Thoughts

    These are just a few of the things you can do when learning how to measure productivity. Some may work for your particular situation, and some may not.

    The most important thing to remember when deciding how to track productivity is to choose a method consistent with your goals. Once you’ve decided on that, it’s just a matter of continuously monitoring your progress, making minor adjustments, and analyzing the results of those adjustments.

    The business world is changing fast, and having the right tools to track and monitor your productivity can give you the edge over your competition.

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    Featured photo credit: William Iven via unsplash.com

    Reference

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