Hurry up and wait

by Joe Domaleski | Aug 14, 2023 | Blog, Business, Columnists, Community, News Center, Opinion

If you’ve served in the military, you likely chuckled or smirked upon reading the title of this article. I, too, have vivid recollections of numerous “hurry up and wait” scenarios during my time in the Army. For those of you unfamiliar with the term, allow me to shed some light.

“Hurry up and wait” refers to a situation where soldiers must rapidly prepare for an operation or mission, only to then endure extended periods of waiting due to logistical considerations, coordination with other units, or unforeseen circumstances. This concept mirrors the essence of military operations, where bursts of frenzied activity can be trailed by prolonged periods of idleness.

This concept is not confined to soldiers alone; it resonates across numerous industries and pursuits. Within the film industry, “hurry up and wait” characterizes the whirlwind nature of shooting schedules. Cast and crew members often find themselves immersed in bursts of intense activity while filming, followed by intervals of waiting for equipment setups, scene changes, or other behind-the-scenes necessities.

Here are some additional examples of “hurry up and wait” from a consumer’s point of view:

• Restaurant reservations
• Healthcare services
• Travel industry
• Amusement parks
• Retail check-out lines
• Customer service / technical support calls
• Construction and home services
• Real estate transactions

“Hurry up and wait” can also occur within a business:

• Project management
• Product/software development
• Marketing campaigns
• Recruiting & hiring
• Budget approval
• Sales approval
• Technology implementation
• Legal and contract processes
• Office renovations
• Slow-moving leadership

Many times, “hurry up and wait” can’t be avoided due to regulatory approvals, supply chain issues, environmental factors, weather delays, global events, or complex dependencies. However, more often than not, effective leadership can make “hurry up and wait” avoidable.

I’m not advocating for impatience on the part of leadership, but I would suggest that leaders develop a keen sense of time passage from the perspectives of both customers and employees. Here are some ways in which a leader can minimize the impact of “hurry up and wait”:

1. Provide clear communication – Keep stakeholders (customers and employees) informed to manage expectations. Transparency reduces confusion and frustration, helping individuals grasp the bigger picture.
2. Plan and anticipate – Develop plans and contingencies in advance. Knowing critical path dependencies enables the creation of alternative plans. If unfamiliar with the term, look up “critical path.”
3. Prioritize – Ensure everyone understands priorities; it’s a fundamental role of a leader. Focus on tasks achievable during waiting periods.
4. Reallocate resources – Rarely do things go precisely according to plan or forecast. Businesses can utilize downtime for training, especially cross-training. Allocate staff and resources based on demand spikes.
5. Multi-task – Despite conventional wisdom to the contrary, multitasking is part of life. Life’s demands often require handling multiple tasks simultaneously. Learn to manage it effectively while giving proper attention to each. Try cooking dinner without multi-tasking, unless you’re using a crockpot it can’t be done. Life works much in the same way. Know when to give proper attention to specific things.
6. Stay flexible – The “hurry up and wait” phenomenon leads to change. Be adaptable, avoiding over-attachment to specific technologies or vendors. Always have options and be flexible enough to use them.
7. Maintain morale – “Hurry up and wait” can cause demotivation. Regularly update customers and employees with realistic, optimistic information. Avoid excessive optimism that may come across as insincere.
8. Revise processes – Take notes and identify ways to reduce bottlenecks that cause “hurry up and wait.” Sometimes, indecisive leadership contributes to these bottlenecks.

A key function of a leader is to set the tempo and priorities of work. Don’t squander the time available with indecision. In the military I was taught the “1/3 – 2/3 Rule”.

Leaders should spend no more than 1/3 of the time allocated for a mission or project on the planning phase. The other 2/3 is devoted to individuals and teams working.

Remember that and don’t cause a sprint to the finish because of poor planning. Remember and always consider the passage of time as experienced by your customers and employees.

No one likes to wait. Rushing and then waiting aka “hurry up and wait” is especially frustrating for customers and employees. Effective leaders should strive to reduce the negative impact of “hurry up and wait”. By fostering clear communication, strategic planning, and a culture of adaptability, leaders can minimize “hurry up and wait”. Leaders, once you have all of the resources and facts needed, don’t be afraid to make decisions. Decisive leaders makes decisions that allow their people to get things done.

[Joe Domaleski, a Fayette County resident for 25 years, is the owner of Country Fried Creative – an award-winning digital marketing agency located in Peachtree City. His company was the Fayette Chamber’s 2021 Small Business of the Year.  Joe is a husband, father of three grown children, and proud Army veteran.  He has an MBA from Georgia State University and enjoys sharing his perspectives drawing from thirty years of business leadership experience. ]

Beyond the smoke and mirrors: why FUD is a flawed strategy

by Joe Domaleski | Aug 7, 2023 | Blog, Business, Columnists, Community, News Center, Opinion

Recently, one of my team members attended a presentation about online marketing. I asked her for a report about the event upon her return. Even though we are a marketing agency, it is important that we stay abreast of the latest trends and technologies. Thus, we occasionally attend presentations by other agencies. In reference to the presentation, she mentioned that it was challenging to gain any meaningful insights due to the workshop’s negative, fear-based tone. The presenter seemingly saturated the room with “FUD” – Fear, Uncertainty, Doubt – attempting to position what he believed to be the “right and only way” to approach certain strategies. That’s a red flag, because rarely is there only one way to do something in business.

FUD is an acronym for “Fear, Uncertainty, Doubt.” It is a term often used to describe a tactic or strategy that seeks to disseminate negative or misleading information, frequently within the realms of marketing, public relations, or general discussions about local affairs. The objective of employing FUD is to instill fear or uncertainty within the target audience, with the aim of influencing their decisions or opinions. Regrettably, numerous examples of FUD can be found in today’s society.

In the domain of marketing, FUD may encompass the propagation of rumors or the exaggeration of potential negative outcomes associated with failing to take specific actions, making incorrect decisions, or utilizing a competitor’s product or service. Additionally, it may encompass raising doubts about the dependability, safety, or efficacy of a particular action in order to sway individuals towards an alternative option. FUD is also recognized as “scare tactics,” “fear-mongering,” or “throwing someone under the bus.”

At times, FUD manifests overtly, involving the dissemination of false or misleading claims. On other occasions, it assumes a more insidious form, such as remaining silent when something is obviously wrong. I encountered such a situation during a group collaboration involving our company, our client’s IT vendor, and another agency. When a technical problem arose, neither of the other parties responded. Despite the issue not being ours, we stepped in to offer assistance. Once we did, both other parties were quick to cast doubt on our efforts to resolve the problem. It is often easier to criticize than to engage constructively in resolving issues. I am pleased to report that we successfully resolved the problem despite the lack of assistance or ownership from the other parties.

So, why is FUD a flawed strategy? Whether you are a business or a public figure, here are some reasons I believe it’s a bad idea to use fear to promote a product, service, or idea:

Erodes Trust and Credibility: FUD relies on manipulating emotions to create a sense of urgency or fear. While this might drive immediate sales or generate interest in an idea, it can erode trust and credibility over the long term. People are becoming increasingly savvy and can spot insincere or exaggerated claims. Once they realize they’ve been misled, they may lose confidence in you and what you’re offering.

Negative Brand Perception: FUD-based marketing often positions your competitors or the market itself in a negative light. While this may temporarily divert attention away from your weaknesses, it can paint your brand as opportunistic or unethical. Consumers may perceive your brand as lacking substance and resorting to fear tactics to gain an edge. This sometimes occurs in politics when someone runs a “negative smear campaign.”

Short-Term Focus: FUD tends to prioritize short-term gains over long-term relationships. While you might achieve immediate spikes in sales or online clicks, the focus on fear can prevent you from building lasting connections with your target audience. Sustainable success comes from building a loyal base that trusts your products, services, or opinions. FUD tends to undermine that effort.

Damage to Customer Relationships: FUD-driven marketing and promotions might generate initial interest, but they can lead to dissatisfaction if the audience feels coerced into making a purchase or taking a stand. When reality doesn’t align with their expectations, they might feel deceived and spread negative reviews, further damaging your reputation.

Limited Differentiation: Relying on FUD can limit your ability to differentiate your brand or message based on genuine strengths and unique value propositions. Instead of showcasing what makes your product, service, or ideas exceptional, you’re focusing on what’s wrong with the competition or opposing viewpoints. This approach hinders your ability to stand out positively in the market.

Missed Opportunities for Positive Messaging: FUD takes attention away from the positive aspects of your messaging. By constantly emphasizing negative aspects or potential risks, you miss the chance to highlight the benefits, features, and solutions of your products, services, or ideas.

Neglects Emotional Connection: Effective marketing often involves creating an emotional connection with your target audience. While fear can evoke strong emotions, it’s not a sustainable or positive basis for a long-term relationship. Building trust, empathy, and a sense of shared values with your audience will resonate more deeply and lead to more loyal, long-term relationships.

Potential Legal and Ethical Issues: Depending on how FUD is employed, it can cross ethical boundaries and even result in legal repercussions. Misleading or false claims can lead to legal challenges, fines, or damage to you and your brand’s reputation.

Lacks Authenticity: Authenticity is a key factor in building a strong brand. FUD-driven marketing often lacks authenticity and transparency, making it difficult for your target audience to connect with you on a genuine level.

While using fear, uncertainty, and doubt (FUD) as a strategy is generally discouraged due to its potential negative consequences, there might be rare situations where it could be considered justifiable. Some valid reasons for using FUD might include: legitimate ethical or safety concerns having urgency, reporting undisputed facts, crisis communications that need immediate attention, risk disclosures, and certain “one-sided” situations that need to be pointed out for balance.

As a consumer or member of the public, being aware of and vigilant against FUD (fear, uncertainty, doubt) tactics is crucial to making informed and confident decisions. Here are some strategies you can use to avoid falling victim to FUD tactics:

1. Seek Reliable Information: Prioritize reliable and credible sources of information when researching products, services, or assertions. Look for reputable websites, consumer reviews, and unbiased expert opinions to gather accurate insights.
2. Fact-Check Claims: When encountering alarming claims or negative information, take the time to fact-check and verify the accuracy of the statements. Look for evidence, data, and multiple sources before accepting information at face value.
3. Question Fear-Based Messaging: Be skeptical of messaging that relies solely on fear or negativity to persuade you. Ask yourself if the information is balanced and whether it presents a complete picture.
4. Look for Balanced Reviews: When reading reviews, seek balanced feedback that discusses both positive and negative aspects. This can help you form a well-rounded understanding.
5. Understand the Context: Context matters. Consider the motives behind fear-based messaging and whether the information is being presented objectively or with bias. Be cautious of sensationalized headlines or clickbait tactics.
6. Compare Competing Claims: If multiple parties are making competing claims, take the time to compare and contrast the information presented. Focus on verifiable facts and avoid getting caught up in emotional appeals.
7. Evaluate the Source: Assess the credibility of the source providing the information. Are they a reputable organization or individual? Do they have a vested interest in promoting a particular viewpoint?
8. Avoid Impulsive Decisions: Fear-based tactics often aim to create a sense of urgency. Take your time before making a decision. If a deal seems too good to be true, research further and make a rational choice.
9. Consult Trusted Sources: Seek advice from friends, family members, or colleagues who have experience with similar products, services, or subjects. Personal recommendations from people you trust can provide valuable insights.
10. Educate Yourself: Take the initiative to educate yourself about your interests. The more informed you are, the less susceptible you’ll be to fear-based tactics.
11. Trust Your Intuition: Trust your gut feeling. If something doesn’t feel right or if you sense that you’re being manipulated, it’s okay to step back and reassess the situation.

FUD is a manipulative technique that is generally a poor promotional strategy for businesses and public figures. FUD capitalizes on emotional responses rather than presenting accurate and balanced information. While it might achieve short-term gains, it often comes at the expense of long-term trust and credibility, and can damage relationships with customers, partners, or stakeholders. Most people prefer sunshine over darkness. An inspirational leader avoids spreading FUD—fear, uncertainty, and doubt—to promote products, services, and ideas. Quite the contrary, the best leaders inspire positivity through trust, confidence, and clarity. We need more positive leaders in our community, both in the public and private sectors.

[Joe Domaleski, a Fayette County resident for 25 years, is the owner of Country Fried Creative – an award-winning digital marketing agency located in Peachtree City. His company was the Fayette Chamber’s 2021 Small Business of the Year.  Joe is a husband, father of three grown children, and proud Army veteran.  He has an MBA from Georgia State University and enjoys sharing his perspectives drawing from thirty years of business leadership experience. ]

Why we let employees work from home

by Joe Domaleski | Jul 31, 2023 | Blog, Business, Columnists, Community, News Center, Opinion

When I started our business twenty years ago, I worked from home and coffee shops around Fayetteville and Peachtree City. With a laptop, a good cup of coffee, and a stable internet connection, I could do pretty much everything I needed to do in order to build websites. On a typical day, I’d get up and go hang out at a coffee shop, answering emails, making follow-up calls, and working on websites. From time to time, I’d have a networking lunch with someone, so I’d pack up and shift over to a restaurant. After lunch, if the restaurant was a cafe, then I’d spend my afternoon working from the same location. As long as I purchased something from the establishment, they were happy to have me. It was a win-win situation. Most evenings were spent at Chamber of Commerce networking and Ribbon Cutting events. I was able to get a lot of work done and do some good old-fashioned “presence” marketing. At the time, I had young children, so the opportunity to work from home and close to home was very appealing.

Fast forward to 2023, and we still have flexible working arrangements for our staff, based on the traditions from our founding. Back in 2003, it was just me, so having a flexible work arrangement kept costs low. Over the years, we’ve had just about every configuration of office space you can imagine – a virtual office, a single desk, a full office building, a few offices, and so on. In 2011, as we developed our Country Fried Creative brand, we ended a traditional lease arrangement and made a decision to allow employees to work from home. I decided to rent a single executive office, which we still have, in Peachtree City – with a shared reception area and conference room to serve as “home base.” That arrangement has worked out great.

For the majority of the workweek, my staff works from home. Once a month, we get together for an “all hands” company meeting at different locations around the community – sometimes our own conference room, sometimes at client sites, and other times at public spaces that are willing to have us. Recently, I added an additional co-working location in Fayetteville because some of our younger staff thought the co-working space was a cool concept. They’re right; it’s kind of grown on me as well, and I’ve been impressed by the concept and location. Those of us who are client-facing meet with clients at our company headquarters in Peachtree City, our co-working location in Fayetteville, or at our client’s place of business. Our team members get together in person as needed at either of our two locations as well. We’re talking about getting a third location in Newnan to be closer to our Coweta County clients.

All hands on deck! July 2023 Country Fried Creative team meeting at our Fayetteville co-working location featuring in-person and remote staff. Photo/Joe Domaleski

Here’s some reasons why we let employees work from home:

Increased flexibility: Allowing employees to work from home gives them the freedom to set their work hours and create a schedule that suits their lifestyle. This flexibility fosters a healthier work-life balance, reducing stress and burnout. Employees can attend to personal commitments without compromising on their professional responsibilities, leading to higher job satisfaction and overall well-being.

Higher productivity: Recent studies have shown a productivity increase from home-based workers. Without the distractions of a bustling office environment and the time-consuming commute, employees can focus better on their tasks. Additionally, some employees find that they are more comfortable and efficient working in their preferred home environment, leading to better concentration and output.

Cost savings for the company: Embracing remote work can significantly reduce costs for the company. With employees working from home, there’s no need for a large physical office space, which means lower rent and utility expenses. Fewer office supplies and equipment are also required, resulting in additional savings.

Cost savings for the employee: Although most of our staff is local to the Fayette County area, remote work does help them save on commuting costs. The expenses associated with daily travel, such as fuel and car maintenance, can be significant over time. By working from home, employees can save money and allocate those resources to other aspects of their lives.

It’s good for the environment: Remote work contributes to a greener environment. By reducing the number of employees commuting to work daily, there’s a decrease in carbon emissions and pollution. This positive impact aligns with our corporate social responsibility efforts, showcasing our commitment to sustainable practices.

Increased employee retention: Remote work is a powerful tool for recruiting and retaining staff. Employees appreciate the flexibility and trust given by the company, leading to higher job satisfaction and loyalty. When employees can balance their work and personal lives effectively, they are more likely to stay with our company for the long term.

Promotes self-reliance: Working from home encourages employees to be more self-reliant and proactive in managing their tasks. Remote workers must be organized, disciplined, and self-motivated to meet deadlines and achieve goals without constant in-person supervision. This autonomy fosters a sense of responsibility and independence among employees. Some traditional office arrangements struggle with ad hoc meetings that aren’t productive. When remote employees do need to get together in person, they’re more deliberate and prepared.

Improved business continuity: When COVID happened and the lockdown occurred, we were already prepared with a work-at-home setup. Having a remote work policy ensures that our business operations can continue seamlessly during unforeseen events or disruptions. In the face of emergencies like natural disasters or public health crises, employees can work from home, maintaining productivity and reducing downtime.

Increased diversity and inclusion: Remote work allows our company to tap into a more diverse talent pool. By offering remote working, we have been able to hire staff that needs to be at home due to family caregiving responsibilities – pets, children, and other family members who need care. Just because someone can’t drive to an office shouldn’t disqualify them for employment. This diversity fosters creativity, innovation, and a broader range of perspectives, contributing to the company’s success.

Encourages health and well-being: For most people, a home is a place of refuge. I know that I have personally enjoyed working from my front porch (when it’s not as hot). The fresh air does me good. Eliminating the need for daily commutes reduces stress and provides employees with more time for physical activities, family, and self-care.

Even though a flexible working environment works for our staff, it’s not without some downsides. Not everyone is cut out for a work-at-home arrangement, even if they tell you that’s what they want! The biggest challenge is collaboration and communication among remote team members. Despite many forms of electronic connectivity, physical distance sometimes hinders spontaneous interactions and impromptu brainstorming sessions that often occur in a traditional office setting. Sometimes, remote employees may also experience feelings of isolation and loneliness – which is one of the reasons we continue to rent an office and a separate co-working space. Ensuring effective communication, providing appropriate tools for collaboration, and offering in-person working options are essential in mitigating downsides and making remote work a successful and positive experience for both employees and our organization.

While remote work can be beneficial for many industries and job roles, I know there are some industries that are not well-suited for a work-from-home setup such as retail, hospitality, healthcare, law enforcement, emergency services, transportation, logistics, childcare, education, and agriculture to name a few. While these industries may not be well-suited for full-time remote work, some administrative and support roles within these industries could still be performed remotely. The suitability of remote work largely depends on the specific job functions and requirements of each position within an industry.

Embracing a work-at-home policy can be a transformative decision for your business. By offering employees the flexibility to work remotely, you unlock a world of benefits, including increased productivity, enhanced employee satisfaction, cost savings, and other positives – while also benefiting the environment. Do you offer employees the option to work at home? If not, perhaps you should consider it. A work-at-home policy can help you empower your team to thrive, setting the stage for a brighter and more prosperous future for your business.

[Joe Domaleski, a Fayette County resident for 25 years, is the owner of Country Fried Creative – an award-winning digital marketing agency located in Peachtree City. His company was the Fayette Chamber’s 2021 Small Business of the Year.  Joe is a husband, father of three grown children, and proud Army veteran.  He has an MBA from Georgia State University and enjoys sharing his perspectives drawing from thirty years of business leadership experience. ]