It has been a few years since I traveled on a regular basis for business.  When I changed careers and knew that weekly travel would no longer going to be a part of my weekly routine, I rejoiced.  No more waiting in long lines at the airports, no more issues with security, TSA, or eating airport food.  Forget all those airline delays, joyful flight attendants and endless excuses for flight delays.  Sounds good doesn't it.

Yet, I am now sitting on a plane returning home from pleasure travel and have realized there is one thing I do miss about airline travel.  That uninterrupted time of 3, 4, 5 hours or more where I can unwind, think, read and ponder life.  I have never been one to watch movies while sitting on a plane.  I have always read, completed planning, organized action items or enjoy a nap.

It is this time when nothing else can be done, that I unwind, stop the busyness of just doing things, and ponder what is next.  My pondering from this plane ride resulted in the following wisdom:  I need to start creating more time to ponder, unwind and think.  It is my time away from distractions, of "doing".   Most would describe me as "action oriented" (even my radio show is called "Action in Business with Janna Hoiberg").  I’ve challenged myself to consider, “Does the action of my “doing” get in the way of creative thinking?  Will taking more time to stop and rewind allow me to consider new opportunities, new ways of handling current challenges? I believe it does. 

What do you do to stop, ponder, consider and then create an action plan?  Are you like me - one that has a hard time slowing down?  Or are you one that slows down too easily and has a harder time speeding up and taking action? The later can also benefit from the "plane" time, however from another perspective, that of using the time to focus and make the decisions needed to speed up and make things happen.

For those of us who don't seem to slow down and are often chasing the latest "squirrel" (that new idea that sounds much better than the last one), we need to become more intentional.  We need to walk away from the day to day on a regular basis and get on our "plane", clear our mind, take time to focus and make the changes that will help us achieve our goals (or in some cases create the goals).  For me, it is hour 3 of a 4 hour flight that this pondering popped into my head.  It also happened on the return trip after a weekend away; note that good ideas come most often when the mind and body have relaxed and opens itself to new ideas.  On this flight, I have read 3 newspapers, a book, played some card games, and taken a nap.  It was then and only then that my thoughts could expand and be open to something new.

Now my challenge is to be intentional without physically getting on a plane.  Or, I will just need to take more vacations and embrace something I thought I was happy to leave behind.

Every manager has experienced the need to fire an employee, and every business owner has experienced the need to fire a vendor.  Most family owned business owners have experienced the desire to fire a family member, and almost everyone who has dealt with an obnoxious customer has experienced the desire to fire that customer.  Yet so often we don’t follow through on the evidence provided, nor the instinct that tells us that this person can only bring a caustic relationship to our business.  We allow the tension to continue to build, often causing our profits to erode and productivity to be impacted.  When is enough, enough?  When should you fire that customer and how do you accomplish the task – professionally?

Before you make a final decision, let’s look at a few aspects of your business that might provide some additional perspective.  The four “M’s” of parting ways with a customer include:

• Mindset
• Mirror
• Measurement
• Movement

Mindset is the foundational issue for almost all relationships with people.  No, not their mindset, yours!  Reflect back in your or your company’s relationship with that specific customer.  Have they been treated (serviced) the way you want your company to be known for treating clients?  Were they treated the way you personally would like to be treated?  Has the client’s issues been clearly heard; or does fear get in the way of your ability to listen to meaning of their explanation, not just the words?  Very often it is our mindset, perceiving what the client knows or experiences, which is the actual stumbling block to delivering that WOW service you expound upon.

Mirror implies a reflection, in this case of oneself. Have we trained our employees to provide the best service possible or are they “mirroring” what they see leadership providing? Once our mindset is open to new perspectives, we can take a more honest look at our business.  In many situations, our worst customer can be converted to our best customer just by listening and understanding where the customer is coming from and making a necessary change that can bring satisfaction.  In a family business, we might find ourselves wanting to fire a family member because of what we “perceive” as their inability to work well with us.  Sometimes this leads to our treating a family member with less respect than we do our employees.   However, if we stop and listen to them, understand issues from their perspective, we may find a resolution that will bring a greater buy-in and respect on both sides.

Measurement of the cost for parting ways with a customer has to be considered.  Is it costing more to keep the customer than to recommend they used someone else?  Does the emotion of dealing with the situation impact all aspects of the business because everyone hates coming to work when that family member or customer is around? Caustic people and situations do leave lasting results if not dealt with in a timely and reflective manner.  The outcomes of what to address and how to address issues needs to be weighed and measured. 

Movement, taking the initiative to take action and make something happen is critical.  Once you have checked your mindset and attitude; you have looked at yourself in the mirror and you have moved by making adjustments in the way you manage people in your business; the next step is addressing challenging behaviors.  If you still have the employee who just doesn’t want to change, the vendor that still doesn’t deliver the quality you expect, or maybe the problem customer continues to verbally abuse everyone they come into contact with in your business, then this is time to actually take the final step.  Fire them, do it professionally, but stop procrastinating.  Everyone; employees, family members, and even other customers will thank you for taking action.  Once you’ve followed through, you will wonder why it took so long for you to actually do it in the first place!

Like all things in life, running a business has its ups and downs, its highs and lows, and its successes and failures. Celebrating the sweet victories is easy, but how do you cope with the agonies of defeat?

First things first, like it or not, failing is inevitable. Every single person has failed at one time (or in most cases, lots of times). Throughout history scores of renowned great achievers not only failed, but failed over and over again. When Albert Einstein was young, his grades were so poor that a teacher asked him to quit, saying, "Einstein, you will never amount to anything!" Michael Jordan was cut from his high school basketball team for his lack of skill. Winston Churchill failed the 6^th grade. Soichiro Honda was turned down for an engineer position with Toyota Motor Corporation.

Here’s another truth: Failure is not something to fear. Failures and mistakes are lessons that can be used as stepping stones. And even though it may feel like it’s the end, it’s actually just the beginning. According to dictionary.com, failing is “an act or instance of failure.” But according to John Maxwell, bestselling author of Failing Forward, “Failure is simply a price we pay to achieve success.”

Failing forward is a willingness to learn from failures and implement the lessons into your actions, behaviors, and business. It’s choosing to pick yourself up and continue to move forward and toward your intended outcome in spite of being discouraged.

Think about the last time you failed and ask yourself these questions:

• What can I learn from this?
• What could I have done differently?
• Do I need to acquire or improve some skills?
• Who can I learn from?
• What will I do next?

Now take the answers to these questions and plan how you will incorporate the lessons into your future actions.

So the next time you find yourself flat on your face, be grateful for the learning opportunity, dust yourself off, keep trying, and remember that the most inventive and successful people in the world not only fail, they are the BEST at failing.