Let's Start With Joyous

Yesterday we started a list of rules for creating profitable 21st century business systems. Pretty simple. Pretty straightforward.

Let's start with "Joyous." First of all, what is a "joyous system?" As a noun, "joy" means, "intense and especially ecstatic or exultant happiness. The expression or manifestation of such feeling." As a verb, "to take great pleasure; rejoice." So, a joyous system is one in which its members experience, express and manifest great pleasure. These are the kinds of people I want to interact with. This doesn't mean those people express and/or manifest their happiness in some cartoonish "have a great day" manner. Far from it. That's the kind of bullshit people thought would make a difference in the 20th century. Fake real joy. What it does mean is that they take great pleasure from the activities they are engaged in. It means they are passionate about what they do. They like doing it. They like the people they are doing it with. They want you to like what they do.

Now, when the entire system is joyous, meaning, all the elements should be aware of the importance of joy, take joy into account when making decisions ("what impact will this have on the system's joyousness?"). Remember, the interconnectedness of joyous systems implies that each system element - ownership, employees, customers, suppliers - is thinking about joy as a factor in profitability. Maximizing the short-term pleasure of one portion of the system throws the joyous nature of the entire system out of balance, eventually leading to a tragedy of the commons situation.

But, this is not realistic. Certain elements of the system must be more accountable for the system's joyousness than others. Owners and titular leaders have special determinative roles in systems; their behavior (specifically through rule creation and enforcement) contributes most of the variance in the character of a system. They must create and implement the rule set they believe will deliver the best results.

"Create joy" is an easy rule to mock. It's a hard rule to implement. It's a key element in 21st century profitable systems, and will become even more so as all of us as customers become increasingly intolerant of business conducted according to 20th century rules.

Next: "innovation," in the context of joyousness.

Comments

[Franny]

Dear Friend,

I hope you don't mind but this is one of my first messages to a blog.

My name is Francis and I am writing to share something that might be of interest.

I have owned a heavy engineering plant in the UK for 15 years.

The average net profit margin for a heavy engineering company in the UK is around 5 to 15 %.

My companies net profit margin has varied from 25% to 52%, yes, net profit, year after year.

I also have a Finance company and it too makes at least twice the industry average.

And I work about 3 to 4 hours per week, mostly having coffee with my staff.

I tell you this not to boast, but to share a beautiful, simple and honest truth with you.

And that truth is this.

By all means, invest in technology...

By all means, invest in training...

By all means, invest in new markets...

By all means, invest in whatever you want...

But, whatever you invest in, remember this.

Your investment must be designed with the primary objective of

INCREASING THE EXPERIENCE OF LOVE IN THE LIFE OF YOUR CUSTOMER.

Make your customer feel LOVED and they will throw their money at you, time and time again, year after year after year.

They will forgive your occasional drop in quality.

They will forgive your occasional slip in service.

Why?

Because you make them feel special.

You make them feel loved.

And they will be filled with gratitude and repay you, in the only ways they know how.

The first way is nice, but ultimately not too important.

That is they will shower you with their money.

The second way they express their gratitude is the big one.

They have to love you in return.

And as you receive their love you feel wonderful, special and above all else .... GRATEFUL.

And so it goes.

You repay them in the only way you can.

With an incredible product or an incredible service, making them feel so very special, and so it goes, on and on and so

beautifully on.

This is my loving gift to you.

Francis Taylor

francisgtaylor@hotmail.com

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