Posts Tagged triangle theory

ADDICTED TO EXCELLENCE

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“Excellence is not a waypoint but a  learning curve.”Daniel R. Scoggin

I am an addict of the ‘power of excellence’. Once you experience it nothing else will ever match it. Its like playing on a Super Bowl team, winning the Masters in golf or being awarded the ‘best of’ for whatever your passion happens to be. The energy and fulfillment that comes from striving for and experiencing excellence is simply awesome.

I had the privilege of leading an organization that succumbed to this addiction. Going to work was a prideful pleasure. No one ever tired of trying to improve or find a better way. It became an accepted fact that excellence  is an elusive target, the better you became the better you could become. When an excellent product was developed nothing would stand in the way of executing it, no matter how difficult.

The reward was in the customer reception and eventual addiction to the excellence in service, atmosphere, product and fun! They recognized the value and were willing to pay the price, tip well and send us their friends. This is the essence of the Triangle Theory I teach in my upcoming book. “Take care of the customer, invest in your employee and your bottom line will take care of it’s self.”Daniel R. Scoggin

Today, as I reconnect with this bunch of addicts, I am glad to see they are still hooked. They all say  ‘the standard’ changed their lives and they wouldn’t have it any other way!

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Karen Forrester recieves Friday’s Founders Award

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Karen has restored the ‘real’ Friday’s to the UK. The measure of her success are her  results. Back to the basics, she has won the approval of employees and customers alike which has produced a very desirable return for the company. The Triangle Theory has proven itself once again. Friday’s was built on core values, all centered on a standard of excellence. While winning many awards as an employer, from industry peers in the UK, the real measure of the employee side of the triangle, is her employe morale and enthusiastic performance to the standard of excellence. The heartbeat of any business is the customer and a key measure of their happiness is, do they come back? Karen has doubled customer counts during her tenure. I would say that’s an outstanding endorsement from the customer side of the triangle.

On the company side, as the triangle theory teaches, maximize care of the employee and customer and the company’s side will take care of itself. Karen has increased the number of units by 33%, sales by 100% and profits by over 400% with employee and customer satisfaction beyond measure.  It is so refreshing to see clean well run stores, happy smiling employees and customers returning with their friends. No fancy well-named programs, just the basics and results. While in London, for the first time in years, I walked into clean, sincerely friendly, well run Friday’s.

Karen’s award was conceived and crafted by Friday’s Legendary Alumni.*  I can think of no higher honor than recognition by those who were there in the beginning and made Friday’s a success. It is a real thrill for all of us from the glory days see them recreated. We are very proud of you, Karen, and the entire Friday’s Family you have brought back to life.

THANK YOU VERY MUCH,

DANIEL R. SCOGGIN

FOUNDING CEO

*Note:  I will write again soon to explain the symbols used for the Founder’s Award and Pin all developed by Friday’s Legendary Alumni.  These fantastic alumni are:  Mikie Baker, Rush Bowman, Jimmy Foster and Jim West.

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LONDON TRIP

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Monday September 16th Sandy and I fly to London for a long anticipated visit Friday’s, UK and witness the resurrection of the Friday’s original spirit and results.  Results are the mantra I preach and results are what Karen and her Friday’s family have produced. No, ‘well but……….’ just happy customers and employees resulting in exceptional results for the company. We call this the Triangle Theory and Levitation.  Karen and her team have produced a happy ending for my book by demonstrating the founding theories are TIMELESS.

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 While there I have been honored by being asked to be an honorary judge at the Bar Champs competition. I will also be teaching a Masters Class to Karens key people. This will give me a chance to air some of  concepts from the book and get feedback from Karen’s best. What a treat that will be! Oh, and don’t say anything but I have a surprise for Karen.

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“Actions Speak Louder Than Words”

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Business and life is best approached on a principled basis. My management theories and philosophies have always been based on principled management. My upcoming book is based on the principles I believe lead to success in both business and life. Everything should start with and be based upon the number one principle  HONESTY. While important, I mean beyond the garden variety of ‘thou shalt not steal’, I mean the very common, saying one thing and doing another.

I listen to what leaders say but I only believe what they do. It is sad how common in politics and business it is to have our leaders say one thing but do another. The operative skill seems to be presenting yourself in such a way that  true intentions and results are obscured. It is common to see someone rise to the top by explaining skillfully why ‘it’ didn’t happen. The truly skillful can make you feel lucky things are not worse. This can be cured by accepting only results, measuring only results and rewarding only results.

The Triangle Theory while commonly quoted is rarely honestly implemented. It is very hard to do! The theory expresses the goal of maximizing and balancing the three sides of a business transaction, customer, employee and company. In truth, if you cut through the skillful explanations, usually one side dominates. Pressures for profits, expansion or executive incentives,  squeeze employee benefits, reduces product quality and dominates key decisions.

The Triangle Theory actually works and creates what we call levitation. When this happens everyone wins! It takes honesty, vision, belief in the theory and guts to follow it through. I have looked at a number highly successful companies, while they may not know the theory, they are practicing the principle intuitively and levitating! You have seen the places, they are busy, the employees are happy and the company is profitable.  Honesty and principles WIN!

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