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MISmanagement

Operational MISmanagement

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I recently had an experience on my least favorite Canadian airline which was so bizarre that laughter was all I could do in the moment.

The original plan was as follows:

  • 5:50pm Chicago to Toronto;
  • 2.5 hour layover at Pearson, relax, eat, maybe get some work done;
  • 10:55pm Toronto to Regina.

While waiting to board the 5:50pm flight, watching time tick on and on, and even though our plane was at the gate and empty, there was still no one boarding the aircraft at 5:50pm. Yet, the information screen at the gate insisted that our flight was “on time.”  I snapped this picture and tweeted it.Operational MISmanagement

At 5:55pm, an announcement was made: due to runway construction at Toronto airport, our departure from Chicago was being delayed until 9pm. We were instructed to go relax, find something to eat, and come back to the same gate at 8pm. (If you’re keeping track, that is a three hour delay which would have us landing in Toronto at 11pm…5 minutes after my flight home was to leave Toronto for Regina. Clearly, I’m not going to make my connection.)

After to speaking face to face with an airline “customer service agent” (you can infer that the quotes are meant to imply sarcasm) I was informed that there were no other flights on other airlines that might get me to Toronto to make my connection. When asked who would be picking up the cost of my hotel room in Toronto since it was clear my connection would be missed, the response was “We (the airline) don’t do that. But I can give you a food voucher for here (Chicago O’Hare), just be back by 8pm to board this flight.” He hands me a $15 voucher, which was about enough to buy a bottle of water and a piece of gum in O’Hare…

As I begin to circle around to find somewhere to eat, I find myself walking right past my gate, and see a line of people boarding the plane!! The information screen at the gate now says the flight will leave at 6:50pm (If you’re keeping track that is 1hr delayed from the original schedule, but a full 2hrs ahead of what was we were told 15 min earlier.) So I board the plane.

Despite the posted 6:50pm departure time, an announcement from the flight deck is made at 7:15pm: “We’re just waiting on a few passengers and then we’ll push back from the gate. Due to runway construction at Toronto Pearson, we will be unable to reach our gate in Toronto upon arrival. So we’re going to push back and sit on the tarmac in Chicago for 1 hour; we can sit on the tarmac here or in Toronto, it really doesn’t matter. So you know, it’ll be about 1hr from push back to liftoff.” I still can’t understand why we needed to board just to sit in the aircraft when we could have remained in the terminal and actually had something to eat…

Finally we have inched our way to the runway. Wheels up at 8:10pm. One hour flight to Toronto, plus the time change, and we touch down at 10:10pm. Because it’s Toronto, there is 15 minutes of taxiing; we’re at the gate at 10:25. I have 30min to clear customs, clear security, and make my connection home. Now if only the 22 rows in front of me on the flight had been courteous enough to let those of us with a connection off the plane first… To their credit, the airline did request that other passengers without a connection remain seated. No one complied.

long lineMy legs still ache from being at a dead run, with luggage and wearing a suit coat, for what seemed like a mile despite likely only being half that. My Nexus card allowed me to bypass the 308 people in line at customs (I was at a dead run, no I didn’t stop to count them) and thankfully at 11pm, there was no line at security. I am grateful to my fellow passenger coming from Chicago, just as late as I, trying to catch his connection to Montreal. He new where to go to get to our concourse (his departure gate was 2 down from mine.) I would have been lost had I not been following him.

They closed the doors to the jet bridge as I ran up to my departure gate. Through gasped breath, I explained in 2 sentences why I was late (regretfully, I may have used a few expletives.) The gate agent was without a doubt the best person I’d been in contact with from this airline on this day. She let me through, I boarded, and got home as planned.

 

To Plan for Prosperity

Operational MISmanagement costs airlines millions of dollars and immeasurable goodwill. Just have a look at United Airlines’ woes over time… Here are my questions relative to my experience described above:

  1. Runway construction at Pearson did not start unannounced on that day. The airline would have known about it for a long time. Why would we only be notified AT the time of original departure (5:50pm)?
  2. How can a 3 hour delay turn into a 1 hour delay in 15 minutes?
  3. Why rush to board only to sit on the tarmac for an hour before liftoff?
  4. People actually missed that flight, and in my mind it was because the airline told them to come back to board at 8pm but was now leaving the gate by 7:20pm. Part of the delay pushing back from the gate was because their luggage was being removed from the plane. I can’t even formulate a question for this, it is so asinine!!
  5. I was likely to miss my connection due to no fault of mine, yet the airline wouldn’t offer to pay for my hotel. How much do they value their passengers?

M-I-S is capitalized because if refers to your Management Information System. Your Management Information Systems, whether you’ve formally addressed them or not, are put to the test as you approach spring seeding. Tracking inventories (seed, fertilizer, fuel, parts, etc.), people (who is operating what & where), and cash (keeping vendors paid, moving grain as required) are all part of your M.I.S. Lose control of one piece of your M.I.S. and see how things are affected.
What are the impacts of seeding too soon, seeding too late, missing a pesticide application window, running out of fuel, or running out of capital…?

You have a system to get your crop seeded, to get it harvested, to manage all aspects of your business in between. It keeps your business running without a glitch, or in the case of a hiccup it provides adjustments to get back on track.

If Air Canada has any sort of “system,” it’s not working. I’m not sure how they stay in business. They could benefit from a good business advisor…

shaking my head

Shaking My Head

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There are so many instances where I’ve heard someone say this to me in the last number of months. Here are some examples of what I’ve heard.

“I’m shaking my head…

  • wondering how we got talked into this.”
  • at these guys who push their rotation trying to get a big payday.”
  • trying to figure out how they can keep getting more credit when I can’t.”
  • at these guys who haven’t learned from the mistakes of others.”
  • at these guys who keep going full throttle when they don’t know their numbers. Do they even have a clue how they’re doing?”
  • at how some of these guys just keep spending. Where is it coming from?”
  • why we didn’t buy that land 5 years ago.”
  • why we paid so much to rent that land 2 years ago.”
  • trying to figure out how anyone can be profitable paying that kind of rent.”
  • at what it’s going to take for the people who need help the most to realize they need help!”

While these aren’t my words, I concur with most of them. We must not punish ourselves by berating yesterday’s decision because of today’s new perspective. We can’t change the past, we can only move forward. BUT, we can apply future risk management to today’s opportunities when determining what decision to make.

To Plan for Prosperity

Lately at most of the events which I’ve been speaking, I’ve been giving reference to “the ripple effect.” This pertains to the effect that today’s decisions will have on other aspects of our business, especially future results. We often see long term decisions being made (especially around land, buildings, and equipment) based on short term results (Eg. one year’s profitability.) I continue to be a proponent of “long term assets securing long term debt” and if you subscribe to that logic, then shouldn’t long term decisions be based on long term results?

Who is your customer

Who’s Your Customer?

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Twitter was (are you ready for this) “all atwitter” recently over the forcible removal of a passenger from an overbooked United Airlines flight.
I recently picked up on a Twitter conversation where a farmer was railing on “family farms” that are bigger than the family can operate (his logic was around size & scale of a farm that needs hired help is no longer a “family farm.”) His argument focused on how consumers hear “family farm” yet see large businesses that are worth millions, and how that could affect credibility.
I spent this past weekend in Las Vegas; my first time. It was easy to spot variations in customer service that range from excellent to hardly adequate. (FYI: I specifically chose to not use the term “barely” adequate because in Vegas, that has no many other meanings…)

One might think I spend too much time on Twitter. Actually, I find myself spending less and less; I am not an ideal social media marketer.

Regarding United, they made the decision to overbook this flight (and probably hundreds of others in any given week.) They knew it would inconvenience their customers and might even lead to a firestorm on social media (which it did.) By these actions, United has done a poor job of understanding its customers.

The farmer twitter bit about how consumers might perceive the message of “family farms” has some merit. We’ve learned that consumer perception need not be confused with facts (this is known as the post-truth phenomenon) and no matter the message, truthful or otherwise, belief rules all. Notwithstanding all that, the agriculture industry has done a poor job of connecting with consumers to create sufficient trust to ward off this post-truth B.S. we’re now swilling in…

Service in Las Vegas, a city built on tourism, is varied. Cocktail servers in most casinos were terribly uninterested and submissive, while dealers were all pleasant and engaged. The hotel housekeeping staff always offered a smile and “Good Morning!” to everyone that passed by. Servers in restaurants were generally outstanding.

Recognizing who your customer is and how to connect with them stems from culture. Culture is driven by the organization’s leadership, and is reflected in the environment it creates for employees to interact with customers.

To Plan for Prosperity

It matters not if you are United Airlines, a farm, or a Las Vegas hotel & casino, your customer are not your shareholders, your employees, or your suppliers. Your customers are those who purchase or consume your product or service. Your customers are how you monetize the work you do. How are you making it easier for your customers to want to do business with you?

 

scoreboard

Scoreboard

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We’ve just come out of an age where keeping score didn’t matter. Everyone got a participation ribbon. No one’s feelings got hurt. Maybe we’re still in this age, I don’t know.

Why do we want to keep score? “Because we want to win” is a good answer. But what if we’re not competing against an opponent, what then?

Keeping score is a form of measurement. Whether you’re measuring progress or efficiency, minimum standards or ultimate goals, a measurement is required. In your business, you’ll find the most critical financial measurements in your financial statements.

I’m not much of a golfer, but I do enjoy the game. While I don’t get out nearly often enough, when I do, I always keep score. My playing partners occasionally don’t care to keep their score, and that’s just fine. I’m not playing to compete against them; I’m competing against myself. I know how good I can play, and each round I strive to match that, and maybe get a little better. For the record, I’m about a 15 handicap; I am looking forward to the day I break 90.

You may not view your business as having competition that you need to “outscore.” But when it comes to finite resources like land and labor, make no mistake you are in competition and whoever is leading on the scoreboard is most likely to win the prize.

The scoreboard in sports shows who has most points. The scoreboard in Monopoly is simply who owns the most property and hoards the most cash. The scoreboard is what you make it, but it is worthless if you don’t use it (and check it once in a while…)

To Plan for Prosperity

Run your farm like a business, and it makes a great lifestyle.

Run your farm like a lifestyle, and it makes a terrible business.

If I knew who said it first, I could offer attribution. The analogy then is if you don’t want to keep score, are you happy with a participation ribbon?

CYFF

CYFF (Canadian Young Farmers’ Forum)

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Greetings from CYFF

The Canadian Young Farmers’ Forum brings together farmers from across Canada. This past weekend in Ottawa, they held their annual convention and invited me to speak as part of their agenda.

There were many takeaways from the event; here are a just a few, with my perspective following in brackets.

  1. Agriculture is incredibly diverse right here in Canada. (We shouldn’t just stay in our little echo chamber with others who produce the same as what we do.)
  2. Even with such diversity, young farmers face similar challenges across all sectors and across all provinces & regions:
    1. Building and protecting adequate working capital is difficult (I’ll keep preaching the importance of this;)
    2. Profitability is cyclical (we may have heard this before;)
    3. Competition is increasing for land, labor, etc (and they’re stressed out trying to figure out how to handle it;)
    4. Small farms struggle to compete with large scale & well capitalized operations (yes, there are large potato, berry, vegetable, dairy, poultry, & egg farms like there are large grain and cattle farms, and competing with them for land and labor is just as tough;)
    5. Young farmers feel lost when trying to determine if/how their parents ever plan to slow down/retire (this also applies to every other family business, not just farms.)
  3. The desire to learn more and be better is strong (learn, unlearn, relearn.)
  4. The desire to take part in something bigger, such as industry groups with lobby or policy influence, is significant.

CYFF is for farmers under 40. Based on the passion of these young farmers, and their desire to learn & be better at everything they do, I think the future of agriculture in Canada is in good hands.

To Plan for Prosperity

The issues you face, the challenges you struggle with on your farm are the same as almost countless other farms. The relief and comfort seen on the faces of these young farmers when that became evident was obvious. They felt less stressed and less alone when they realized that they are not the only ones feeling the angst, the despair, or the helplessness that dogs their personal situation at home.
Don’t sit alone and wallow in your own anguish over what challenges you in your business. Sharing your trials and tribulations will not only help mentor the passionate successors to our industry, it may help you find comfort in knowing “you’re not alone.” It might even turn up a solution.

Super Bowl Management Quality

Super Bowl Management Quality

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They should have seen it coming.

Didn’t some pundit declare something like a 99.9% chance of a Falcons victory with about 8 minutes left in the game? Somebody please clarify if that was actually the case.

A rather pompous thought that I kept to myself while watching Super Bowl LI, after Atlanta took a 28-3 lead, was “Brady’s just smiling at the bigger point differential that he’ll get to cover on his way to a win.” In hindsight, that comment would have been brilliant…had I actually said it.

They should have seen it coming.

Yes, it is easy to prognosticate in hindsight, but that’s not the point here. What did it take, what did the New England Patriots do to win another championship, aside from setting 24 new Super Bowl records and tying 7 others?

  1. People
    Bill Belichick has been the head coach of the New England Patriots for 17 seasons. He is in the top 5 winningest coaches in NFL history.
    Tom Brady has virtually cemented his place as the NFL’s greatest quarterback of all time. Based on the last 17 years of performance, he was a steal in the 2000 NFL draft, going in the 6th round (199th)
    The rest of the team contains very few “superstars,” yet when their superstar QB was suspended for 4 games to start this season, the team went 3-1.
  2. Management
    This starts at the top with vision. In the five seasons before Robert Kraft bought the franchise in 1994, the team was 19-61 (a .238 winning percentage). In 1994, the team made the playoffs, and did so 4 of the first 5 years under Kraft’s ownership.
    Management’s plan clearly put great emphasis on people. Since Kraft took ownership, the team has only had 3 head coaches, with Belichick, the current head coach, being in place for 17 of 24 seasons of Kraft ownership. The team is part of a privately owned family enterprise.
  3. System
    What words could you come up with to describe the system that has propelled, and maintained, team success for so many years, including the greatest comeback in Super Bowl history? Many had felt that the game was over at half-time: no team has ever come back to win the Super Bowl from more than 10 points down, Atlanta was dominating both sides of the ball (offence and defense,) and New England was making mistakes (turnovers, dropped passes, missed kicks.) Yet, the Patriots found a way to win. They had a system, and stuck to it, never giving up, never quitting. It would have been easy to deviate from their system in the face of such adversity; it would have been easy to lose motivation under what was deemed to be an insurmountable deficit.

The New England Patriots are by all accounts a highly successful business. How does your business compare? Can you reach top decile?
People: do you have the right people in the right place? It does not matter if they are family members or not, evaluate everyone, even yourself.
Management: does your management team have a vision and a strategy to achieve results that would put you in the top 10% of comparable businesses?
System: have you developed systems that are proven to work year in and year out, providing you with dependable efficiency and results? Or is every year a new roll of the dice?

Management has a vision, they put the right people in place, and everyone executes the system.

To Plan for Prosperity

Set yourself up for success. Model your business, and your approach to business, after other successful enterprises. We may not be New England Patriots fans because we envy their consistent competitiveness and success, similar to how we may not be oozing with adoration for the most successful farms in our area, but doesn’t that make them a great model to follow?

For the record, I’m not a Patriots fan, I am (at best) a casual NFL fan. I was actually hoping Atlanta would win Super Bowl LI (for no specific reason,) but I’m not disappointed with the outcome; it makes for some great storylines and it forces everyone to admit some admiration for an enterprise with the success rate of the New England Patriots.

Your 2017 Plan

Your 2017 Plan

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If it’s not done yet, you’re already behind.

They say to be a successful chess player, one must always be thinking 3 or more moves ahead, each with one or more alternatives on how your opponent will respond. The same can be said for business. Successful business owners are already thinking about 2020 and 2023, with a big picture vision of 2027 (that’s three, five, and ten years out.) They know that the decisions made today will affect their circumstances not only next year, but beyond.

This is a difficult focus to maintain when trying to get through the day to day challenges while under fire. Weather, break-downs, employee or family bickering can all make your days’s best plans worthless is a blink. And when days roll into weeks, weeks into months, and months into years, it is easy to not have the time (or not take the time?) to plan because we’re just trying to survive the daily onslaught, and maybe find time for an evening or weekend off…possibly even a short holiday in summer.

The most common objection to planning that I’ve heard over the years goes something like this: “Things change so much and so often that any plan is worthless in a month, or less!” That is an example of the mindset that I won’t work with (I’ve just given a hint at how I vet any prospective business engagement.)

A plan is not a binding document; it is more like a road map that you’ve built yourself.

Like a map:

  • your preferred path to your destination is clear;
  • your options, should you need to detour from your preferred path, are laid out;
  • what lies beyond your destination is illustrated for your consideration.

Unlike a map:

  • you’re not taking someone else’s word for what lies ahead because you build your own route.
  • you have the power to create your own alternative options, not just accept what is already there;
  • you can rewrite your plan if it isn’t working well; good luck trying to rewrite a map.

Understand that the total package of planning for your business is actually 4 parts: Strategic (what), Tactical (how), Operational (execution), and Financial (results & growth). Don’t let this scare you! To form a habit of planning, one does not need to complete all 4 tiers. Start with what you know (for most farmers, that is “operations.”) While you likely have your entire operations requirements in your head, putting it on paper and sharing with your team is highly likely to reduce inefficiencies and frustration this spring.

To Plan for Prosperity

Choose your destination (goals.)
Set your course (strategy.)
Decide who is driving, who is support, etc. Provide your team with the training and resources they need to do their job (tactical.)
Execute, but have preparations in place for the unexpected (operational.)
Be informed on how each alternative action will affect your results and growth potential (financial.)

There’s truth in the old saying, “If you don’t know where you’re going, how will you know when you get there?”

tepap-logo

Greetings from TEPAP

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The Executive Program for Agricultural Producers has been described as “a farmer MBA.” Born over 20 years ago at Texas A&M University and the brain child of Danny Klinefelter, TEPAP has helped numerous farm managers and operators improve their businesses in ways they never considered before.

In Session 1, there is Canadian representation from New Brunswick to BC, with the heaviest concentration from the prairies. The US is widely represented from all 4 corners (Washington, California, Florida, and Vermont.) There are 2 participants from Australia.

Everyone has a unique reason to want to better themselves and their business, yet the theme around the room during introductions was similar. Even the Aussies remarked at how the only difference in what they are hearing this week compared to back home is the accent.

Prosperity is at the root of everyone’s reason for seeking improvement. Consider these 3 facets of your life and business when determining where and how you want to be better.

Communication in Business (or with Family)

As Elaine Froese likes to say, “It’s never a problem until it’s a problem.” Why not sit down with business partners, family members, etc, to clarify the issue, and set a path for resolution? We know that the answer is “because it isn’t that easy.” But just because it isn’t easy is not permission to avoid the situation. Consider this: if expectations aren’t being met, and no one is talking about it, you’re setting up for a train wreck! I captured a quote from Dick Wittman this week: “The biggest mistake we make in family negotiation is assuming what’s going on in everyone else’s head.”

Are you ready to seek out the resources you need to help you have the talk?

Financial Knowledge and Management

Every day, I learn more about improved methods to gather, analyze, and manage information, all so that better decisions can be made at the farm. The resources available to farmers today are greater in number and scope than ever before. I have gleaned new process to help determine the age old questions of “rent versus buy farmland,” and “what is the actual ROI on that piece of equipment?” I am eager to use these new tools with clients as soon as possible.

What gaps do you have in your current financial knowledge and management that need to be addressed?

Life Balance

No longer are we calling it “work-life balance” because you don’t have two lives, you have one…and it needs balance. If you are out of balance, have you considered why? The TEPAP faculty recognizes that the participants in the room are overachievers, who, statistically, find it easier to work than to play. This is a challenge for anyone who has the level of passion for their business and industry that most farmers do. What we must acknowledge is that this can often be a challenge for the families of said passionate farmers too.

How have your priorities changed over the last 3 years? Are you adjusting with the changes life brings, or staunchly entrenched in old habits?

To Plan for Prosperity

It’s been said that lifelong learning is one of the key tenets to achieving the life we want to live. And our businesses must keep growing to sustain themselves. It need not be learned, achieved, or practiced all at once. Improvement is a process. You can’t eat a whale with one bite, so start small with some important goals, and then do the hardest part: take the first step.

change

Critical State – Unwilling to Change or Adapt

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As we prepare to close out 2016, let’s look at change. No, not the coins in your pocket; no, not swapping your attire.

We change

  • when we see value (Eg. switching to minimum tillage practices.)
  • when we are forced (Eg. a health scare.)
  • when the pain of staying the same is greater than the pain of changing (this is hard to quantify because there is comfort in the familiarity, not matter how painful.)

change-venn

Value:
Change to achieve value is easy. We see benefit to doing something different, and we implement change. Although, this is incredibly difficult to define, and can be as diverse as each individual person’s opinion of “value.”

Forced:
Sometimes we get feedback from our doctor, or our banker, that is bleak, stark, or harsh. If we do not change X, we are certain to face Y. If Y is scary, unimaginable, or intolerable, the change to X is usually made pretty quick.

Pain:
Pain is subjective. And it has been found that pain tolerance can be surprisingly high if it means avoiding change.

Look back at 2016, and few years prior to that as well, and consider what drove the change(s) you made:
PAIN isn’t what drove you to acquire a new pickup. Neither was it FORCED. So what was the VALUE?
Was there FORCE or VALUE that led to a plan to improve working capital?
Was it VALUE or PAIN that led to having hired help on the farm?

Determining the factors that brought about the change(s) you are evaluating is a worthy, albeit difficult, exercise. Once we understand what it is that motivates us to change, not generally but specifically, we can use that understanding, that knowledge, to make better decisions.

Direct Questions

What is the most common theme for the changes you’ve made in your life and in your business: value, force, or pain?

Significant changes are easier to evaluate. How do you determine what leads to small changes: value, force, or pain?

How has the fear of change cost you, personally, financially, or otherwise?

From the Home Quarter

Charles Darwin is often credited for saying, “It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.”
Danny Klinefelter is quoted as saying, “The future will always belong to those who see the possibilities before they become obvious.”
Kim Gerencser is quoted as saying,”(Business) cycles will hurt some, but offer opportunity for others. The difference between who suffers and who prospers is who’s ready.”

Change, like 2017, is coming whether you’re ready for it or not. Buckle up!

My First Tractor

Why Tractors are Sexier than Spreadsheets

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Blame Kenny Chesney. He didn’t sing “She thinks my spreadsheet’s sexy.” Across all genres, I’d bet there is no one immortalizing accountants, bankers, and financial analysts in song.

Chesney’s 1999 release, She Thinks My Tractor’s Sexy is one of my favorites. At a time when farming didn’t get much attention and wasn’t garnering a lot of respect, it was a feel good jam that pumped me up every time I heard it. Seventeen years later, it still does.

Please realize that my opening statement above is tongue-in-cheek. I do not hold Kenny Chesney accountable for why tractors are sexier than spreadsheets. But the question still begs, why are spreadsheets unpopular when compared to tractors? Both are tools with specific uses. Both tools are effective, highly powerful, and multi-functioning. Both can create efficiency that is almost immeasurable.

Business owners can hire someone to run either tool, the tractor or the spreadsheet. If you were to follow one of the cornerstones of my advice, “Do what you do best, and get help for the rest,” then you’ve already likely hired someone to drive the tractor, right?

A long tenured ag professional, who will remain nameless, recently during a conversation with me describing one of his frustrating client experiences quipped,”If driving tractors is more important than running the business, we’re very near the end.” We laughed at the absurdity of the words, yet were stymied by their truth.

In a meeting with a client recently, we were discussing their growing ability to gather data from their operations. They shared the question posed by their equipment specialist “What are you going to do with all this data?” I instantly shot back,”Just collect it; we’ll figure out how to use it.” The goal is to make data collection a natural part of business activity, a habit, not a challenging task on the ever growing “To Do List.”

What we will do with that data, collected in part by/from the tractor, is more than likely import it to a spreadsheet. In that spreadsheet, we will be able to delve into the figures, sort them into a usable format, and ultimately make decisions that are more informed than ever before.

Direct Questions

Does running the tractor take priority over running the spreadsheet? Why?

If you’re not running your spreadsheet, who is? Does this pose a risk in your mind?

Do you make equipment purchase decisions without consulting the spreadsheet?

From the Home Quarter

Informed decisions lead to higher profitability. Higher profitability has a way of reducing risk. Reducing risk increases confidence.

Since spreadsheets make for informed decisions which ultimately increases confidence, and since confidence is sexy, doesn’t that make spreadsheets sexy?

Back to you Mr. Chesney…