Well, Dr. Jay got called out by one of his best friends after last week’s TMD. Make sure you listen to this week’s video to hear why.
Setting clear expectations
Setting clear expectations and working with your team to meet and or exceed those expectations is the theme of this week’s Two Minute Drill.
Last week Dr. Jay was called out by one of his very best friends because his two-minute drills were going over two minutes. While he and his friend had good banter back and forth, at the end of the day he was right. Dr. Jay was setting an expectation and then not delivering.
It got Dr. Jay thinking a lot about how he sets expectations with his team and all the coaching he has received to help set clear expectations and then work with the team to meet or exceed those expectations. So, here are three steps that we think you will find helpful.
Step 1 – Make sure the expectations you are setting are clear in your mind and you know exactly what you are trying to achieve.
Step 2 – Communicate very clearly about that expectation but also discuss with your team the resources that may be required in order to achieve that expectation.
Step 3 – Lastly, make sure you gain verbal or written commitment from your team, maybe even in the context of setting a goal. Either way, gain commitment from them so that everyone agrees at the end of the discussion we are all on the same page, we are all rowing the boat in the same direction, and we are all aligned in either meeting or exceeding that expectation.
In summary, be clear with yourself, communicate clearly and understand the resources required, and lastly gain commitment from your team so you can either meet or exceed the expectation that has been set.
Hopefully, Dr. Jay has met your expectation for this week’s TMD. Head over to our Facebook page and let us know what you are going to do this week to set clear expectations for your team.
Your questions and feedback are always welcome and appreciated!
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In today’s Two Minute Drill, Dr. Jay is talking about customer service issues when you are David and you are fighting Goliath, a large company. Listen to this week’s video to hear how he did things differently to solve an airline service issue.
Dealing with service issues
In this week’s TMD, Dr. Jay tells the story of his trip to France and dealing with lost luggage. Dr. Jay and his girlfriend were in Copenhagen and were flying to France to do a little road trip. When they got to France their bags did not arrive. They were told their bags would be delivered the next day, but of course, they didn’t arrive. They didn’t arrive the next day after that either.
After a few days, Dr. Jay was leaving to go to the next city and still didn’t have their luggage. After countless calls to the Air France customer service department in France, the US, and the airport staff he decided he needed to do something different to solve this issue.
So, he went on Twitter and blasted Air France for lying to them about the bag delivery.
Guess what happened. About 30 minutes later he got a direct message from Air France about their bags. It still took 2 more days to get their bags but finally, they did get their bags to them. There were countless tweets over that two-day period (you can still probably find them on Twitter).
So, what did Dr. Jay do differently? He utilized social media to create awareness around a service issue. These company executives don’t want these tweets out there in the universe for others to see is a way to create leverage and get what you need done.
Another recent example of getting creative to resolve a service issue, we had an issue with one of our technology partners and we sent several emails to the service team with no response. So on a Saturday morning, Dr. Jay woke up and found the CEO on LinkedIn. He reached out to him and said this is not ok, not acceptable. We need this resolved immediately.
Within an hour, the company’s top customer service rep called him and got the issue resolved.
Had Dr. Jay not reached out on LinkedIn and found this guy and not utilized a different avenue we may not have got the issue resolved in a timely manner, which would have ultimately affected our customers in a negative way.
Lesson learned – think differently about how to solve service issues, whether it is a personal issue or business issue, you can create accountability by calling companies out on social media. You can find leaders and executives in companies and reach out to them and tell them about the situation you are having and if they are attentive to their customers, they are going to make sure the issue is resolved.
If you are having service issues with these companies, try these strategies and see if it makes a big difference for you. Go to our Facebook page and let us know what service issues you have experienced and what you went through to get them resolved.
Your questions and feedback are always welcome and appreciated!
Connect with us on Instagram or email us at [email protected]
This past weekend was very interesting because we had the end of the Olympics coinciding with two Hall of Fame induction ceremonies, the class of 2020 and the class of 2021. In this week’s Two Minute Drill Dr. Jay is breaking down what ingredients he saw in these athletes that we can use to create our best selves.
What does it look like to be our best selves?
Today’s Two Minute Drill is about creating our best selves inspired by this past weekend where we had the end of the Olympics coinciding with two Hall of Fame induction ceremonies, the class of 2020 and the class of 2021.
We all love watching the athletes, listening to their stories, and getting inspired and motivated by seeing the best in the world do their thing. So what does it take for these athletes to be their best?
It starts with setting a clear goal. Molly Seidel, who won the bronze in the women’s marathon, set a goal in fourth grade to win a gold medal in the Olympics! Ok, she didn’t win the gold but she is the third-best in the world and it was only the third marathon that she has done, EVER.
Ask yourself: Are your goals written down?
Second, make sure you have a great team around you. Charles Woodson said over and over again in his hall of fame induction speech “Without you, I’m not here”. Every single one of those Hall of Famers acknowledged all the people that helped them along the way.
Ask yourself: Are you developing? Have you intentionally built your dream team that aligns with your core values, your mission, your vision, and all of the goals you have for your professional lives and even your personal lives?
Third, all these athletes work hard but also work smart. They are relentless at being their best physical and mental selves. They are students of the game. It was really interesting to watch Molly Seidel run this great race, she ran a smart race. She used the shade to decrease the impact of the heat on her. She also gave it her all. She worked the hardest she could possibly work. During the interview at the end, she said I am so tired. A great and shining example of what it takes to give it literally everything you have.
Ask yourself: Are you working as smart as you can work? Are you working in a way that you can decrease the energy expenditure and get the same and or better result?
The fourth element of the secret sauce is adaptability. All of these athletes, all had new coaches over time. None of them had the same coaches they had at the age of 6 as they did when they were professional athletes. There is new science, new ideas. Sydney McLaughlin, who won gold in the 400m hurdles, hired a new coach and learned how to hurdle leading with both the left and right leg and that changed the game for her. The idea that we can be adaptable during these times is critical.
Ask yourself: How are you refining your skill of adaptability?
The last element of the secret sauce is resilience. Rebecca Andrade, a Brazilian gymnast, had 3 ACL surgeries in the last 4 years and she won the gold medal in the vault. Watching her was truly inspiring. This young lady never gave up and found ways to dig deep so that she could come back to the Olympics after 3 ACL surgeries and win gold. It is one of the best stories of the Olympics.
Ask yourself: What is your opportunity to increase your resiliency skills and how are you building resilience to skills in your dream team?
The secret sauce around being the best we can be is not complex but it is hard. It’s difficult. Remember it’s a journey, not a destination.
All we can do every day is try to be that much better. How can we be 1% better every day? Over time, that 1% better turns us into a different human being.
So, are you setting goals and writing them down? Have you built your dream team? Are you working as hard and smart as you can? Are you maintaining adaptability, growing your skill of adaptability? Are you building resilience and the resilience of your team?
Those are the secret sauce ingredient that Dr. Jay got out of the Olympics and the hall of fame weekend and hope that it helps inspire and motivate you. Don’t forget to share the ingredients to your secret sauce on our Facebook page.
Your questions and feedback are always welcome and appreciated!
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It’s good to have Dr. Jay back on here live with a new Two Minute Drill. Don’t miss this week’s Two Minute Drill where Dr. Jay is talking about mental health, inspired by Simone Bile’s courage at the Olympics.
Mental Health
For those of you who don’t know, Dr. Jay recently got COVID and was pretty sick. In addition to being the sickest he has been in his entire life, it definitely took a toll on his mental health as well.
He was literally so sick he was wondering if he was going to live. He was pretty scared and at one point and wondered was going to be the same again.
Last Monday he was breaking through to finally getting healthier and feeling better thanks to so many people in his life who sent advice, supplements, nurses who provided IVs, and also monoclonal antibodies. All of these helped him turn a corner as of last Monday and he was finally able to start working. However, he remembers waking up Monday morning laying in bed and having this overwhelming feeling of depression, inadequacy, and fear.
So what is the ultimate message he is trying to send to you today?
First, how did he get through that first day? It was little baby steps. It was getting out of bed, it was taking a shower (which was not easy), dealing with one email at a time, one zoom call at a time, one task at a time. By the end of the day, he was pretty exhausted but from a mental health perspective, he felt better because he took action.
Second, have a tremendous support system so that when you are not feeling your best mentally you can leverage that support system. Make sure you leverage the people that care about you and love you. Because they want to be there for you. They may not know what you are going through, but reach out and those people will be there for you
Third, get professional help. There are so many great ways to get professional help. You don’t have to schlep to the psychologist’s office anymore and feel uncomfortable. There is telehealth, online platforms, betterhealth.com, Talkspace is a really great app, and so many more. There are a lot of really great ways to connect with health care professionals who can help us in the comforts of our own homes.
In summary, we all deal with stresses in our own lives, and when we do, take some baby steps. Take some action. That will make you feel better about what you accomplish. Leverage your network and the people that love and care about you. Lastly, get professional help. Leverage online platforms, apps, and or professionals in person who can help you deal with the strains and stress of life itself.
That’s this week’s Two Minute Drill. We hope it is helpful and that you take care of not just your physical health but your mental health as well.
Your questions and feedback are always welcome and appreciated!
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No, Dr. Jay did not cut his hair. This week’s Two Minute Drill is a throwback to his VERY FIRST Two Minute Drill. There are a lot of new faces so we thought we would share Dr. Jay’s very first TMD as it also relates to last week’s theme of stepping out of your comfort zone.
20th take
The Two Minute Drill is about getting valuable and meaningful content to you every week in two minutes or less. Dr. Jay is a big football fan (remember his football helmet collection a few weeks ago), so a two-minute drill makes a lot of sense.
Today’s video is about 2 things. One, introducing the concept to you but also two, stepping out of our comfort zone.
Dr. Jay being in front of the camera is a little awkward for him. This was his 20th take so far.
He can be on stage in front of 100’s of people, 1000’s of people and not miss a beat, have a great time. The camera thing, however, is a little awkward.
He is forcing himself to do this to grow personally and professionally. He is also sharing the content he has learned from running a business for the last 27 years as well as all the coaching and mentoring he has received.
His goal for you this week is for you to step out of your comfort zone. What will you do to step out of your comfort zone? While he is forcing himself out of his comfort zone, what are you going to do to make a positive impact or do something meaningful for yourself? Head over to our Facebook page and let us know.
Your questions and feedback are always welcome and appreciated!
Connect with us on Instagram or email us at [email protected]
This week’s Two Minute Drill is a little different. It is a clip from a recent presentation Dr. Jay did with BlueIQ titled, “Six Sigma Leadership: X-Factors to Success”. At the end of the presentation, he performed a rap that he wrote about leadership.
Yes, a rap. You don’t want to miss this week’s TMD.
Step out of your comfort zone
Dr. Jay stepped out of his comfort zone during his recent presentation. He pushed his boundaries and did something to challenge himself as a leader and as a presenter.
He gives a lot of presentations throughout the year but wanted to challenge himself and push to bring a more engaging experience to the audience.
How did he do?
What are you going to do this week to push yourself and step out of your comfort zone? Head over to our Facebook page and let us know what you are going to do this week to push your boundaries as a leader.
Your questions and feedback are always welcome and appreciated!
Connect with us on Instagram or email us at [email protected]
Dr. Jay just finished a two hour surfing lesson at Mondo’s Beach in Ventura, CA. Did he wipe out? Listen to this week’s TMD to hear about his experience surfing and what lessons it taught him.
Keep working on the process
Dr. Jay took a two-hour surfing lesson at Mondo’s Beach. He had a great time but at the beginning, he fell over and over and over again. But he thought about the process, “Where are my feet, where is my balance, where is my placement on the board” and he just kept working on the process and then inputs.
Ultimately he was able to get up and ride some waves, which was super fun! He is not a professional surfer, not even close (his words : ) but you know what, he had fun. He didn’t get upset about what was happening when he was failing and falling, he just kept working at the process and he got better and better over time.
So, think about where you are falling over and over and over again in your practice and find ways to look at the process, look at the inputs, make changes, check your balance, and then find ways to be successful.
It will work, just keep at it. Do not get discouraged, keep at it, work on the process and you’ll get there.
Head over to our Facebook page and let us know what keeps making you fall and how you are going to change the inputs to create success.
Your questions and feedback are always welcome and appreciated!
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Dr. Jay is in beautiful California for this week’s Two Minute Drill. Only 3 days after July 4th Dr. Jay is talking about tyranny. In this week’s video, he is talking about the tyrants he is fighting and asking you to think about what tyrants you are dealing with in your life.
Internal and External Tyrants
For Dr. Jay, there are two tyrants he is dealing with, one internal and one external.
Internal is that self-doubt, that fear, that he may not be able to achieve everything I am trying to achieve. The only way he knows how to fight that is through education and learning. So every time he gets that feeling of “I’m not going to get to that goal, I’m not going to achieve that thing”, he tries to learn more.
For the external tyrant, as some of you know well third-party payers, third-party administrators, insurance companies, and the like. Dr. Jay has spent the better part of the last two decades fighting these tyrants and at the end of the day he has had some successes and he has had some failures. The only thing that he knows how to do is to pivot and try something new.
So, what are the tyrants in your life? What are the internal tyrants, internal voices you are struggling with? What are those external tyrants that you have dealt with for a long time and maybe you need to pivot and do something different to achieve your goal?
Head over to our Facebook page and let us know what tyrants you are in your life and how you are fighting them.
Your questions and feedback are always welcome and appreciated!
Connect with us on Instagram or email us at [email protected]
Dr. Jay is continuing the conversation on locker room leaders but focusing on the leader, YOU. How are you measuring your effectiveness as a leader? Listen to this week’s Two Minute Drill to hear how you can use a simple survey to measure your employee engagement.
The Q12
There is a simple way to measure your effectiveness as a leader, the Q12 Employee Engagement Survey. The Q12 was developed by Gallup (they know a thing or two about surveying people). They developed the survey to focus on employee engagement. It is literally 12 questions that help you identify what level of engagement you have with your team. It also measures your level of effectiveness as a leader and tells you how you are doing.
Dr. Jay has been running this survey in the Kaizo Health clinics since 2009. When they started, their scores were not very good. They were as low as 3.7 out of 5 (5 being the best you can do). They were hovering around 3.7, 3.8, and 3.9 for a few years. They then spent a lot of time working on the business and how they could improve the culture based on the feedback from these surveys.
The last two surveys they’ve run are now 4.3/5. That’s good but you measure to improve not to impress. When they ran it this past year they sat down with the teams and discussed the lower scores, areas for opportunity, and how they could improve their experience. It was great. Each one of the clinic teams gave really great feedback. The really cool thing is that they trusted them enough to give really direct feedback (the survey is anonymous but in person, they were able to get a lot more detail). Dr. Jay was able to walk away from each one of those meetings with action items to improve their experience.
Why is this important?
Like Dr. Jay said, if you give a sh*t about your people then you want them to have a great experience, so primarily you should do it because you actually care about your people. Secondarily what we know from large data sets, is that there is a direct statistical correlation between employee engagement and patient engagement and satisfaction.
If you want to give your patients a remarkable experience you start with your team. Grab the Q12 survey from here, go to survey monkey and set up an anonymous survey, put the questions in, send to your team and ask for open and honest feedback, and then sit down with your team and identify areas of opportunity based on specific scores.
We promise it will have a great impact for you, your team, and your patients. It will take your practice to the next level.
Your questions and feedback are always welcome and appreciated!
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