At work we are busy organizing the new year, which for us starts in September. Years ago, we waited until after holidays in August to start planning and organizing, but that left us with only three weeks before we had to launch.
Then slowly, we’ve been convincing clients to make their reservations earlier, first in July, then June and now we start in May. And it’s been incredibly successful! Before, clients saw as something they would fit into their schedule once everything else was organized. Now, we are a priority and if they haven’t booked by June, they reply with apologies. By extending the amount of time dedicated to the task of bookings, we removed the chaos and created calm and orderliness.
There are some things, however, that are impossible to organize early. For example, exact staff schedules. Each year until about a week before the launch mid-September, I cannot confirm anything for staff. They know how many hours they are going to have and we know when they cannot work. As much as I have tried over the past few years to pin staff schedules down in July, I always get back from holidays at the end of August and I have to make at least three changes per staff member. These changes invariably cause a lot of friction, whereas staff are quite willing to accept not knowing until the last minute, so I put up with the uncertainty.
Another thing we cannot organize too far in advance is product ordering. We don’t like to have extra stock because in the end it’s throwing money away on our part, but until we know exactly how many clients we have for the annual launch, we cannot place the orders. This causes chaos and some clients don’t have the materials they need right at the start, but knowing that this chaos will happen, we are able to plan with it in mind and have backup plans ready. Plus, we have discovered that if everything else under our control is well organized and executed, these inevitable chaotic moments don’t have a domino effect.
The Huffington Post has a great article explaining the concept of organized chaos and it’s well worth the read. The hotel reservation site Booking.com has turned organized chaos into a positive force that actually propels the business forward. Not surprisingly, one of the business experts of the millennium, Jim Collins, has a whole book, Great by Choice, devoted to thriving despite (or because of?) chaos.
Can you think of examples of organized chaos in your life? How do you keep it from devolving into chaos pure and simple? Or how do you turn it to your advantage?