This is the subject of the new book, "All I Really Need to Know in Business I Learned at Microsoft: Insider Strategies for Success" by Julie Bick. The book discusses several areas where Microsoft excels (no pun intended) in certain areas. You might want to check it out at Amazon.com on your next Websurfing Safari.

Personally, I find that Microsoft can teach any business many things. It seems to be in fashion in the computer industry to bash Bill & Microsoft. However, in spite of them being human, I find that they have done a good job in the marketplace and provide solid value. They are not a client of mine (they should be!), but I buy and use their products and admire what they are doing.

 There are some other clear lessons that can be gleaned from a closer observation of the Microsofties. These can be applied to your business for its success: 

1. Work Smart AND Hard. One without the other will not cut it. In today’s hotly competitive environment it requires constant study and the ability to put forth the effort necessary to succeed. Only those willing to pay the price of determination and continual skill enhancement will survive and thrive. Lesson learned: It takes a combination of BOTH hard work and constant study and learning to be the best.
2. Learn Fast. The pace of business is changing faster than ever in technology. We have to be able to master new skills quickly. A great way to do this is through courses. Seminars conducted by knowledgeable instructors are a must. In addiition to that, make it a daily habit to read new books about those products that relate to what you are doing and can use. One great source of information is CD-ROM-based training. You can learn the basics or advanced concepts from CD-ROMs quickly and easily. Make sure you have CD-ROM equipped machines for your people to learn from and watch the productivity soar! Of course, you’ll also want to consider learning on the Web. Microsoft has information available also on learning that is available and can be purchased over the Internet. Look for this medium to grow rapidly as more multimedia is built into Websites. Lesson learned: Devote yourself to continual learning and do it rapidly. The best part is that the more you exercise your brain and its powers, the faster will be your ability to learn rapidly.
3. Provide Creative Ways to Ease Pain. Let’s face it, technical support can be a drag. It is tough to get good, solid support at a reasonable cost. Microsoft addresses this by providing support on various applications products like Office97. You’ll pay for the call, but think about what it would cost to have a professional computer consultant come over to your office to assist. You’d pay a lot more than the price of an hour-long coast to coast phone call in most cases. Microsoft also provides updates while you are on hold to let callers know how much longer they’ll have to wait. All the while on hold, you’ll hear music and an "On-Hold DJ" specifically talking to those on hold. Microsoft found an area where customers had pain and they set out to ease that pain in a tangible, meaningful way. Think about how you can help to ease the pain of those customers in your industry. Lesson learned: Find the pain your customers are experiencing and figure out how to ease that pain in creative, fun ways.

1. Learn from the Competition and Better Them. This is an area where Microsoft has drawn a lot of criticism. They learn what the competition is doing right and then emulate that feature in a new version. They are constantly studying Lotus, IBM, Corel, Netscape and others to learn how to improve and make the end product even better. Learn what your competition is doing right. Find out how you can offer advantages to your customers that is even better. Don’t just compete with the competition: Figure out ways to leapfrog over them. Lesson learned: Watch the competition and don’t just copy them---learn how to do an even better job solving customer problems.
2. Be flexible. Microsoft made a decision a short time ago to embrace the Internet. They missed the opportunity for a while. However, very quickly, they learned that they had made an error. Shortly after that, Bill Gates, CEO and President of Microsoft, put the company on a crash course to build Internet capability into nearly every product and aspect of Microsoft. We have to be flexible and adapt quickly to a changing market. Don’t assume that what got you to the level of success you have now is what will carry you into the future. You must adapt and change rapidly. Lesson learned: Remain pliable, open to change and be willing to change when necessary. Your business’ life may and probably will depend on it.
3. After Failure, Give Up: Or NOT! This requires judgement. Microsoft launched Windows 1.0 several years ago and it was a flop. Even version 2.0 was a disaster. However, they didn’t give up. They revised and kept tweaking until Windows 95 became the standard for personal computing. However, they also were able to give up on projects like Bob, a user interface that was supposed to make computing easier. When something has great potential, revise it, change it, and adapt it to the new market. However, when you’ve got a dog that won’t hunt, get rid of it. Lesson learned: Use Judgement to know what will work and what won’t. Don’t give up too quickly on those products that have potential.
4. Have persistence. Microsoft doesn’t always get things right the first time. An old joke on the Internet goes something like this: At Ford, Quality is Job One. At Microsoft, Quality is Job 1.1. Microsoft has demonstrated that you have to keep trying and trying to sometimes get things right. Lesson learned: Learn from past mistakes and never give up. Stay with the difficult and see it through to the end.
5. Have fun. This is a key component in today’s market. This is something that isn’t mentioned in the Econ 101 textbooks of business schools. If you and your people are having fun, you and they can stay with a project much longer. Microsoft provides nerf ball basketball-like hoops throughout the company. The company cafeteria never closes. People can come in and get work done 24 hours a day. Lesson learned: Think of creative ways you can make work fun for your people. Live on the wild side and watch the bottom line increase.  

These principles and more will help you in your business. Microsoft has done a good job not only making money for shareholders but it has taught all of us some key lessons for our own success.

Terry Brock is an internationally recognized professional speaker, consultant and author in the fields of business productivity, technology and marketing. His is a syndicated columnist for Business Journals across America and can be reached at 407-363-0505 or by e-mail at terry@terrybrock.com.