When you hear someone describe an organization or an event as “a circus”, it’s likely that they are not paying a compliment. Whatever they are describing has obviously given them an impression of chaos, disorganization, or being out of control. How did the term “a circus” take on a negative connotation? A Circus is an event of great spectacle. It is carefully thought out, extremely disciplined, and thoroughly coordinated. When you consider these aspects of a circus, a well-run business and a well-run circus are very much alike. Both require talented individuals specializing in their own areas of expertise, performing at exactly the right time, to create a favorable experience, that appears to be effortless to the audience. Both a circus and a business may include a juggling act and a bag of tricks, but just like seeing a magician pull a rabbit out of his hat, when you see a business manager pull off an impossible feat – you’re not witnessing magic. You’re witnessing an illusion. The sleight of hand that has been mastered over a lifetime of repetition. A “trick” so smooth that even when you witness it with your own eyes you can’t quite figure out how it works.
The Ringmaster
Every circus has a ringmaster, and their role extends well beyond making announcements. The Owner and/or The General Manager of your business need to be an excellent ringmaster. Just like the ringmaster – the GM sets the tone, directs attention, and controls the chaos. The ringmaster ensures that every act goes off without a hitch and contributes to the overall performance. The GM ensures that every product or service provided to their customers meets or exceeds expectations. They don’t just manage the acts. They manage the actors. The GM does not perform every task themselves. They may not even have mastered all of the tasks being performed. After all, they are not the performer, they are the master of the ring. They are responsible for creating a vision and aligning their team of performers. They maintain momentum, and they make changes to the show when needed. Their leadership is paramount. When the ringmaster is focused and confident, the performers are on point, and the audience enjoys the show. Similarly, when the GM effectively manages their team, the Employees are productive, the Customers are satisfied. If you are the ringmaster of your business, you should ask yourself two questions: 1. Are your performers (employees) aligned with the vision of your company? 2. Is your audience enjoying the show? (Are your customers satisfied?)
The Performers
A strong team is arguably the most critical part of any business. Just like a circus, your business depends heavily on a diverse group of individuals – every one of them with their own strengths and weaknesses. It is vital to place these people where they are most valuable. The juggler doesn’t walk the tight rope. The acrobat doesn’t work the concession stand. Your employees want to do what they enjoy doing, but the company needs them to do what they excel at. When those two things do not align, finding the balance or keeping that employee satisfied and motivated may be challenging. Employees who enjoy the work they are doing are more productive, and productivity leads to profits. If an employee must be placed in a position that they are not completely happy with or in a position where they don’t necessarily excel, you should have a progression plan in place. Can you assign that employee to a role where the company and the employee both benefit? It may be time to include a new act in your show. No single act can carry the entire show, but every great business recognizes that every member of the team contributes to the customer experience – whether their work is visible or behind the scenes.
The Balancing Act
When you picture the balancing act, you probably envision a tightrope, bowling pins, or a unicycle. The real balancing act is the show itself – all of the moving parts. While one act captivates the audience, another is preparing backstage. Timing is everything. Business managers face similar challenges every day. They must balance customer service, employee management, cash flow, strategy, compliance, growth, and what feels like a million other areas of their business. If you focus too long on any one area it can cause another to suffer. It can cause a business to fail. Which area is the most important? How do you rank them? How well do you pull off your balancing act? You will not accomplish the balancing act by simply working harder. The success of the individual acts and the business as a whole are dependent on the systems you develop. The key is creating systems that are effective, systems that can be easily communicated, systems that can be properly learned, and systems that allow multiple priorities to receive attention and move forward without constant intervention.
The Great Illusion
The most interesting similarity between a circus and a business is the appearance of effortless execution. The audience sees a polished performance. What they do not see are the countless hours behind the scenes – the preparation, the planning, and the problem solving that made it all possible. This is also true in business. Customers often only see the finished product or service. And not only do they not see behind the scenes, but they have no desire to (and you don’t want them to). When the audience sees behind the curtain, the show loses its luster. The magic is gone. In business they don’t want to see for a different reason: they don’t care. Your problems are not the customers’ problems. That’s why they are paying you in the first place – so they don’t have to do it themselves. They either can’t or don’t want to. Either way, the customer is not only paying for your product or service. They are paying for the peace of mind in not knowing and not dealing with the challenges of completing the task at hand. Have you created the great illusion? Does it appear to be chaotic or seamless? The audience always determines the success of the show, and regardless of how talented your performers are, no show can survive without its audience. Just like no business can survive without its customers.
The Encore
Running a business may not involve acrobatics or swallowing a sword, although some days it can feel that way. A circus and a business both require leadership, teamwork, discipline, and the ability to perform under pressure. These comparisons remind us that success rarely happens by accident. It is more often the result of talented people working together towards a collective goal, guided by strong leadership, and supported by effective systems. Know your audience: rather than trying to figure out what you can offer, ask the audience what it is they came to see. Trust your team: give them the training, systems, and position they need to succeed (and then let them succeed). Control the chaos: prepare for the unexpected, be disciplined in your practices, and keep the show moving forward. If you do these things well, your audience will always come back for the encore.
Do you need help mastering your craft, overcoming challenges, developing systems, or growing your business? Please call Paul Sherman at Almanac Advisory. We would love to guide you towards growth and success.
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