That Can't Happen...

From Steven Furtick: That can’t happen
One of the sayings we used to employ around here is: That can’t happen.

Battery in a handheld died during announcements? That can’t happen.
Audio on a video didn’t fire on cue? That can’t happen.
Staff member showed up late for a meeting? That can’t happen.

We don’t use the phrase quite as much these days. Because fact is: That can’t happen does happen. Inevitably. Inconveniently. In recurring patterns.

So what do you do when that happens? Here are a few suggestions:

Force accountability for the mistake. In our weekly production meeting, there’s a section called hits and misses. Under misses, everything that went wrong on Sunday is listed and scanned by the entire group. We don’t discuss the majority of the items, but requiring that they be listed and acknowledged is a step toward ensuring that it won’t happen next time.

Diagnosis systems-not symptoms. Don’t settle for: “Jeff forgot to change the battery…I yelled at him”as an acceptable explanation for the mistake. Cause Jeff might not be the one to change the battery next time. What’s the system to make sure the batteries get changed? Is it a good one? If so, why was it violated? What have you done to prevent it from happening again-not just next week-but 6 months from now?

If that keeps happening, either change the standard or change the personnel. Otherwise, you’re sending a message: that really can happen-it’s no big deal.

Mistakes aren’t fatal. Apathy is.

Wow! Now THAT'S a Standard of Excellence!