Mike Baer's Blog

Good Sticky and Bad Sticky

2009-09-14T07:53:00.001-07:00

Sticky refers to how long a person stays on your website. It also refers to how difficult it is for a customer to stop doing business with you or switch to another provider. Obviously the stickier we are the better—but not all stickiness is created equal. For example, I have 2 months left on my contract with Verizon and would really like to switch to ATT so I can get the new iPhone. But I will have to pay a cancellation fee ($175) even though I’ve been a high dollar customer for years. Will I stick? Maybe—but I won’t be happy about it! Sticky shouldn’t be based on contracts and threats. It should be based on providing such a level of service, such value, such benefit to the customer that it becomes a true loss to switch. Now that’s a sticky I can live with.

2009-08-29T14:23:00.001-07:00

When congressmen and senators voluntary put themselves under the same Healthcare program as tne AVERAGE American then and only then will I believe they are serious about Healthcare Reform.

2009-08-23T19:05:00.001-07:00

How is Cash for Clunkers like the sub-prime mortgage fiasco? They are both government programs that end up tempting people to buy what they cannot afford and will most likely lose. Here's how it works. Many who buy cars on this program will end up having their government payment to the dealer disapproved. When that happens the dealer will come after the new owner who, in many cases will not have the cash or credit to pay the difference. The car will be repossessed, the person's credit ruined, and their trade in (destroyed by the dealer by federal mandate) will not be returned. Sounds like another disaster.

2009-08-22T19:53:00.001-07:00

Joe Klein, Time magazine, slams republicans for dishonesty in the Healthcare debate. Perhaps true but somehow I'm not sure I see the Democrats as paragons of virtue and truth. Realistically we need to vote all of them out and elect an entirely new Congress.

Beware Fatigue of Heart

2009-08-17T14:44:00.001-07:00

It’s one thing to be tired in your body or to be tired in your mind---but if you become tired in your heart it becomes nearly impossible to go on. Protracted hard times tend to make us tired deep inside and the fire burns low (and seems to go out).

So, how do you deal with heart fatigue? Here are a few things I’ve learned from some wise folks…

Spend some time remembering good times in the past.
Make a list at the end of the day of at least 3 things you are thankful for.
Spend time with a good friend who you can trust and open up to.
Watch a stupid, funny movie (like an old Pink Panther movie or the Three Amigos or Wild Hogs or something mindless); be sure to laugh out loud.
Set 1 achievable goal for each day. Forget next week or next month—how about just tomorrow?
Look around for someone to encourage; believe me, you are not alone.

So, how do YOU suggest people deal with this?

2009-08-08T19:22:00.001-07:00

The Daily "5"-like a huddle in football game, every team needs to hold a daily meeting to update on priorities and key communications. Everyone should stand and a tight time limit should be enforced. The busier you are the more you need this.

Never Underestimate America

2009-08-08T09:54:00.001-07:00

TeaPartyCommercial.wmv

Does It Scare You?

2009-08-08T09:37:00.001-07:00

Please read, even if you are an Obama fan. It is legitimate, written by respected, Lou Prichett, formerly of Proctor and Gamble. Lou Pritchett is one of corporate America 's true living legends- an acclaimed author, dynamic teacher and one of the world's highest rated speakers. Successful corporate executives everywhere recognize him as the foremost leader in change management. Lou changed the way America does business by creating an audacious concept that came to be known as "partnering." Pritchett rose from soap salesman to Vice-President, Sales and Customer Development for Procter and Gamble and over the course of 36 years, made corporate history.
_______________________________________________________
AN OPEN LETTER TO PRESIDENT OBAMA
Dear President Obama:
You are the thirteenth President under whom I have lived and unlike any of the others, you truly scare me.
You scare me because after months of exposure, I know nothing about you.
You scare me because I do not know how you paid for your expensive Ivy League education and your upscale lifestyle and housing with no visible signs of support.
You scare me because you did not spend the formative years of youth growing up in America and culturally you are not an American.
You scare me because you have never run a company or met a payroll.
You scare me because you have never had military experience, thus don't understand it at its core.
You scare me because you lack humility and 'class', always blaming others.
You scare me because for over half your life you have aligned yourself with radical extremists who hate America and you refuse to publicly denounce these radicals who wish to see America fail.
You scare me because you are a cheerleader for the 'blame America ' crowd and deliver this message abroad.
You scare me because you want to change America to a European style country where the government sector dominates instead of the private sector.
You scare me because you want to replace our health care system with a government controlled one.
You scare me because you prefer 'wind mills' to responsibly capitalizing on our own vast oil, coal and shale reserves.
You scare me because you want to kill the American capitalist goose that lays the golden egg which provides the highest standard of living in the world.
You scare me because you have begun to use 'extortion' tactics against certain banks and corporations.
You scare me because your own political party shrinks from challenging you on your wild and irresponsible spending proposals.
You scare me because you will not openly listen to or even consider opposing points of view from intelligent people.
You scare me because you falsely believe that you are both omnipotent and omniscient.
You scare me because the media gives you a free pass on everything you do.
You scare me because you demonize and want to silence the Limbaughs, Hannitys, O'Relllys and Becks who offer opposing, conservative points of view.
You scare me because you prefer controlling over governing.
Finally, you scare me because if you serve a second term I will probably not feel safe in writing a similar letter in 8 years.
Lou Pritchett
TRUE - CHECK: http://www.snopes.com/politics/soapbox/youscareme.asp
This letter was sent to the NY Times but they never acknowledged it. Big surprise! Since it hit the internet, however, it has had over 500,000 hits. Keep it going. All that is necessary for evil to succeed is that good men do nothing. It's happening right now.

The 11 Million-0-3 Rule

2009-07-30T06:40:00.001-07:00

Check out this first in a series of YouTube videos about terrible customer service:

Great Illustration of Uncommon Service

2009-07-25T14:25:00.001-07:00

Thanks to Tim Nieman for sharing this:

The following story was told by my friend Phillip Van Hooser, in his book titled: Willie's Way. I really like it and hope you will too.

The conversation was pleasant. Earlier in the day I had presented a service professionalism training program for the Georgia Club Managers' Association, a group of managers representing some of the finest city, athletic, golf, and country clubs throughout the state of Georgia. Now I found myself dining with nine of the most highly respected leaders in the field of club management. Somewhere between the appetizer and the salad, Manuel de Juan, general manager of the host, Capital City Club, spoke.

“Phillip, I thoroughly enjoyed your presentation today. I especially enjoyed the stories you shared to illustrate your content points. As a matter of fact, at one point during your presentation, I almost interrupted you to share one of my stories I thought you might enjoy.”

He said, “The occasion was Easter Sunday and the day found more than 500 club members and their guests crowded into the overflowing Capital City Club restaurant. As they waited to dine, a club member and his four dinner guests approached the bar where they were greeted by the head bartender, Bob, who quickly began to take and fill each drink order. Everything progressed as might be expected until one of the guests placed an order for a specialty drink.

'I would like a sazerac, please.'

'A sazerac?' Bob asked curiously. 'Sir, I'm sorry but I'm unfamiliar with that particular drink. However, if you'll share its ingredients with me, I will be happy to make you one.'

'That's the problem,' the guest explained. 'I was in New Orleans on business recently and I stayed at the Fairmont Hotel. During my visit, I went into the hotel bar and the bartender suggested I try the house specialty, a sazerac. I remember the name of the drink because it was the same as that of the bar. Anyway, I tried the drink and I loved it.

Since then though, whenever I've tried to order it in other bars around the country I always get the same response, 'never heard of it.' I was hoping a place like the Capital City Club would be different. But never mind. Don't worry about it. Just give me a Bloody Mary instead.'

Bob filled the revised drink order, and as soon as the guest left the bar to rejoin his party, Bob took his break and headed straight to the nearest telephone. He called information and requested the number for the Fairmont Hotel in New Orleans, Louisiana. Once connected to the Fairmont, Bob asked for the Sazerac Bar. Within seconds, Bob was talking directly with a previously anonymous professional colleague in a bar several hundred miles away.

'My name is Bob and I am the head bartender at the Capital City Club here in Atlanta. A few minutes ago I had a gentleman order a sazerac. He told me he was introduced to it while visiting your bar. I was wondering if you would be willing to share the recipe with me so I can fill his order?'

Bob's New Orleans counterpart was happy to oblige.

Within a few short minutes, Bob confidently approached the guest's table. Imagine the guest's level of surprise, satisfaction, and sheer delight when Bob said, 'Excuse me, sir, but I have your sazerac. I hope it's to your liking. I have taken the liberty of writing down the ingredients on this index card so you can have them with you in your travels. I hope you enjoy your time here at the Capital City Club. I'm glad I had the opportunity to serve you.'

One of my favorite definitions of listening is from Jim Cathcart. He said listening is wanting to hear. And you see, Bob wanted to hear...and he did. Great service is always about wanting to hear.

Service Lesson Learned:
Surprise...and delight!

Warnings from Abroad

2009-07-24T10:18:00.001-07:00

When people from Canada, the UK, and Russia warn the US NOT to move toward government controlled healthcare is there a REASON we refuse to listen????

Knee Pad Email

2009-07-24T08:32:00.001-07:00

Check this out. Even the great Amazon.com can do the knee pad every now and then.

Amazon CEO: Deleting Your Kindle Books Was “Stupid, Thoughtless”

from Mashable! by Pete Cashmore

4 people liked this

In response to Amazon’s controversial move last week to remove specific copies of George Orwell books from Kindles, Amazon CEO Jeff Bezos apologized on the Kindle forums today, calling the decision “stupid, thoughtless, and painfully out of line with our principles”.

The move resulted in a small backlash last week as Kindle owners found the books missing from their devices and a refund in their accounts: the publisher, it transpired, did not have the rights to sell the books and had added them to the store using the Kindle’s self-publishing platform. But buyers were surprised to learn Amazon could simply take back their books, and Amazon later vowed not to do it again.

Today, CEO Jeff Bezos extended the apology to members of the Kindle forum:

This is an apology for the way we previously handled illegally sold copies of 1984 and other novels on Kindle. Our “solution” to the problem was stupid, thoughtless, and painfully out of line with our principles. It is wholly self-inflicted, and we deserve the criticism we’ve received. We will use the scar tissue from this painful mistake to help make better decisions going forward, ones that match our mission.

With deep apology to our customers,

Jeff Bezos
Founder & CEO
Amazon.com

Indeed, in a video announcing Amazon’s acquisition of shoe retailer Zappos this week, Bezos highlighted the company’s customer-centric approach. Perhaps the shoe marketer, which has already mastered Twitter, can help Amazon deal with social media flare-ups in the future.

5 Things Leaders MUST Do

2009-07-20T10:31:00.001-07:00

According to leadership experts James Kouzes and Barry Posner, there are 5 things that every leader must do in all times…especially these times.

1. Model the Way: be what you say, walk your talk, demonstrate that you can be trusted

2. Inspire a Shared Vision: give people a sense of direction, of hope, of a better future that they can buy into

3. Challenge the Process: always press the edge, live continuous improvement, refuse to accept the status quo, encourage others to do the same

4. Enable Action: train, let others decide, support their ideas, provide equipment and coaching

5. Encourage the Heart: demonstrate frequent, creative, personalized appreciation and celebration

The “New” GM?

2009-07-11T08:12:00.001-07:00

The "new GM" emerged Friday from bankruptcy. Government Motors is now owned by the federal government (60.8%), the UAW (16.6%), the Canadian and Ontario governments (11%) and the balance by bondholders. QUESTION: will GM make the governments more business like OR will the government-owners make GM more government like?

A New Minority

2009-07-08T10:49:00.001-07:00

When those who don’t produce but leach off the government (including politicians and their bloated staff) outnumber those of us who actually work and produce, will we then get special treatment from the government?

No Time for Lost Focus

2009-07-07T15:40:00.001-07:00

There is no time for anyone to lose focus on the MAIN THING. That’s true in the best of times and especially in these times. Leaders are diligent to determine what the MAIN THING is and then to KEEP THE MAIN THING THE MAIN THING.

Beware of distractions—trivial activities, bad attitudes, needless conflict, technology glitches. There are 2 or 3 critical items for every branch and every team member. Identify them. Post them on the wall. Talk about them. Come back to them. Live them.

Success in battle belongs to those who know what the vital objective is and resolutely drive toward that ONE thing.

Why Does the Media Hate Sarah?

2009-07-07T15:00:00.001-07:00

Don’t get me wrong. I’m not saying Sarah Palin is or is not qualified to stand on the national leadership stage. But I am amazed at the persistence of the media in trying to defame her when I see people like Barney Frank, Christopher Dodd, Al Gore, Timothy Geitner, and others whose corruption or failures are monumental getting a passing mention and then a free pass.

Government Jobs Aren’t Real Jobs

2009-07-06T12:39:00.001-07:00

I’m not saying that government employees don’t work hard—some do and some don’t; that’s a topic for another blog another time. What I am saying is that when the government increases its employee base by 10 or 10,000 nothing is produced. Work may be done but no products are produced, no profits are generated, no innovations are created, no wealth is increased. These are activities not jobs. Only jobs in the private sector do what jobs are meant to and that is increase the overall GDP and thus the overall economic well being of the population. That is why Keynesian economics doesn’t work and that is why I am so adamantly opposed to large government—as were the founding fathers!

When Liberty Mattered

2009-07-01T04:04:00.001-07:00

In the days leading up to July 4, 1776, a nervous but courageous gathering of colonial statesmen met in Philadelphia and debated the idea that the time had come to break with England and set up a new nation based on the concept that power came from the people not the government. This was a radical idea in the 18th century (and still is). They knew that their “declaration” would put their lives and fortunes at risk but in their minds liberty mattered more—not just theirs but all of their countrymen and those who would come after them.

Today, America stands as a standard of personal liberty and individual responsibility—a shining example of what a people may achieve if left alone. The freedoms you and I have and the prosperity we enjoy is a fragile thing. It was when Thomas Jefferson wrote the Declaration of Independence. It was during the Civil War. It was during World War II. Every great period of history has tested the fragility of our liberty and discovered the truth that “the price of liberty is eternal vigilance.”

As we celebrate the Fourth of July holiday, let us celebrate those who overcame the dangers of their age to birth and preserve the United States and pledge to do the same in our day!

Is it me or is it too much?

2009-06-26T15:17:00.001-07:00

We’re going to fix the banking system, the economy, the healthcare system, Social Security, the military, global warming, oil dependence, the war in Iraq, and whatever other cataclysmic initiative of the week Washington seems to focus on. Is it me or are we being sold a bill of goods?

Tailoring Service to the Client’s Requirements

2009-06-22T07:27:00.001-07:00

Edwards Deming revolutionized the world of quality when he reduced the definition to simply “meeting customer requirements.” Combined with lean thinking, that means we should always be clarifying what the client actually wants (vs. what we offer in our “standard” package) and be willing to tailor our offering to their standards. In some cases that means doing more (and charging accordingly), in some cases differently (customization is part of the game), and in some cases it means doing less (and reducing our fees). None of our brands is a one-size-fits-all and we have to get away from thinking of our SOPs as unchangeable—innovation and service require us to constantly rethink what we do and how we do it while always listening to and aligning with our customer.

Blowing Our Customers Away

2009-06-17T04:01:00.001-07:00

I found this on a blogsite recently and wanted to share with more people:

Chip Bell and John Patterson wrote a great book called Take Their Breath Away: How Imaginative Service Creates Devoted Customers. In it, they talk about real examples of companies going beyond high priced value-added situations and creating what the author’s call “value-unique” experiences. They also talk about the ideas from the book in this recent ABC news video.

Great Post about America’s Heritage

2009-06-15T06:46:00.001-07:00

Sick Soldiers

2009-06-15T06:45:00.001-07:00

Please pray for Mike W and Perry C who have come back from India quite sick.

National Healthcare in 3 Easy Steps

2009-06-11T11:34:00.001-07:00

1. Mandate universal coverage, i.e. require insurance companies to essentially cover anyone who applies and if they can’t afford it, then the states will have to pay it for them. Employers will have to offer insurance to their employees.

2. Nationalize or centralize the now bankrupted health insurance companies (from Step 1) and “bail them out” (take them over like GM) and basically make the government the single payer for all healthcare in the US.

3. Drastically reduce the fees that will be paid for various services (similar to Medicaid and Medicare) so that most doctors and hospitals are utterly dependent on the government for additional funding.

Done! Cook for 25 minutes at 300 degrees and you’ll have a wonderful healthcare omelet that serves everyone but feeds nobody!

They Won’t Call Me Back

2009-05-28T18:00:00.001-07:00

If your prospects won’t return your calls, it’s because we aren’t giving them a sufficient reason to do so. People always do what they think is most important. If they don’t call us, it’s because we aren’t registering on their priority list. So ask yourself: if it were me on the other end, what would compel me to call me? If you can’t answer that, go ask some of your clients (after all they did call you back); maybe they can give you some ideas.

Hurling on Your Client’s Desk

2009-05-08T12:43:00.001-07:00

Don’t throw up on your client’s desk! Obvious? Not really. It’s very tempting to lay out a laundry list of what we could do for them to retain them or to capture all their business. That’s like tossing your cookies on them.

What they are interested in and what they want is what they need now…NOW. The odds of hitting the right button by random vomiting on them are pretty slim. That’s what we do when we tell them a bunch of cool stuff they don’t need currently.

There’s only one way to discover current need. Ask lots of questions. And then ask more. Understand their need by gentle, professional interrogation. Then, only address the need they tell you about today. Save the rest for later.

I know the imagery is gross but I bet you remember it. Gag.

Token Restitution—Special Recognition

2009-05-06T18:53:00.001-07:00

After one of those “days from hell” in traveling (delayed for hours, losing a free first class upgrade because I missed a connection by 2 minutes and ending up in a middle seat between two very uncomfortable people (large and smelly), I got this email from Delta.

MORE FOR THE MIDDLE SEAT
500 bonus miles as a thanks for your flexibility.

Dear Mr. Baer,

Monday's are tough, and we're sorry yours may have been less comfortable when you ended up stuck in the middle seat.
While we strive to give our most loyal customers our best seats, unfortunately that's not always possible. To thank you for your flexibility and understanding, we've credited 500 miles to your SkyMiles® account.
It's just one of the ways we're expressing our appreciation for your loyalty to the SkyMiles program. And we'll continue to take care of you—from booking to baggage claim and everywhere in between.
So thanks again. Next time, we hope to see you in First.

The New Normal

2009-05-06T04:45:00.001-07:00

We’ve been conditioned for decades that growth (fast) is the norm of healthy business. Not today. With statements like “flat is the new up” and “job is the new bonus,” people are beginning to face an important truth. The road ahead is going to be a long, hard, and resistant one. Growth can and will come but it will not come by the old means, messages, or mantras. Character and perseverance and creativity will trump brands, strategies, and cost-cutting. Commit to the long haul…because that’s what it’s going to be.

What’s Wrong with Plumbing?

2009-04-18T15:00:00.001-07:00

For some reason, American youth think that the only route to success is college—the problem is, many aren’t cut out for it and, once they get through, there aren’t a bunch of jobs waiting for them.

On the other hand, there are openings and demand in the skilled trades arena: plumbers, welders, electricians, manufacturing maintenance, etc.

If people think they are “too good” for these jobs, I suggest you take a look at the salaries they are making, the job security they enjoy, and the opportunity to work with your hands and actually see what you’ve done.

Thank You, Senator Shumer

2009-04-05T17:27:00.001-07:00

Finally, someone in Washington has gotten their priorities right. Instead of all this concern over Pakistan, North Korean missiles, and the economy, Senator Charles Shumer (Democrat, NY) has determined to introduce legislation banning the resale of concert tickets. That’s right, music fans. The US government plans, if Shumer has his way, to regulate Springsteen tickets. Tell me, can you impeach someone for being stupid and egotistical and totally out of touch with reality?????

Leadership and Humility

2009-04-04T06:55:00.001-07:00

As a 7-year-old, Richard Bernstein admired Jackie Robinson’s athletic ability and courage as the first African-American man to play Major League baseball in the modern era. A few years later, while working at a small-town golf course, Bernstein was astonished to find himself carrying the bag of his hero, Jackie Robinson. When rain postponed the game, Robinson held an umbrella over the two of them and shared his chocolate bar with the young caddy. Writing in The International Herald Tribune, Bernstein cited that humble act of kindness as a mark of greatness he has never forgotten.

The Times Belong to the Courageous

2009-04-01T05:04:00.001-07:00

While “men’s hearts fail them for fear” there are those who look up and seize the opportunities in front of them. The creative and courageous will win the day. They always have. Challenging times are nothing new. Most people turn victim and let fear rule their hearts and minds. The few that keep their heads and hearts will see what to do and do it.

We Elected A Car Salesman

2009-03-30T18:49:00.001-07:00

I’m amazed. After forcing Wagoner of GM out of the CEO role, our President is now asking us to buy GM cars and promising that the US Government will stand behind the warranty and repairs. Am I dreaming? Somebody wake me up!

Business with Meaning

2009-03-28T10:00:00.001-07:00

I’m speaking this weekend at a Business as Mission conference in Philadelphia. From a faith perspective, the short version is learning to deliberately connect our businesses to what God is doing around the world. Even for those who don’t necessarily share a Christian worldview it is still a great idea to ask what the purpose of your business is and what good it’s doing in the world. Trying to answer these questions is a difficult but healthy struggle.

Is the Splurge Working Yet?

2009-03-25T11:22:00.001-07:00

President Bush had the surge—the media asked if it was working. President Obama has the splurge of seemingly unlimited federal spending, borrowing, buying, spending, taxing, did I mention spending?, etc. Is it working yet?

EFCA

2009-03-21T09:02:00.001-07:00

The so-called “Employee Freedom of Choice Act” (which eliminates secret ballots for unionization and replaces them with an OPEN ballot where everyone gets to see how an employee votes) is a very real threat to employers. This brazen attempt to intimidate workers into joining unions when they may not actually want to is of real concern to employers everywhere—especially small business. In the spirit of “Find the Pony in the Pile of Manure” we need to get creative and figure out how to help our clients and prospects avoid what should be the Employee Frightened to Cave-in Act. At the very least, contact your senator and tell them that you oppose this job-destroying action.

The Power of Priorities

2009-03-16T06:27:00.001-07:00

The main thing is to keep the main thing the main thing. The problem is that the main thing is a moving target and changes. What is the main thing today may be “so last year” by next week. Two things are required to manage this volatility. First, clear core values, i.e. a solid understanding of what is truly important to you (personal) and the organization (corporate). Second, ruthless re-prioritization, i.e. constantly asking what is the most vital thing that I need to do today.

I Am The Brand

2009-03-14T12:15:00.001-07:00

Unless you work for a giant company that spends large amounts of money on PR and brand development, save yourself the heartache. Here’s some really good news. To most people, YOU are the brand. The company name, logo, slogan, brand promise, etc. are nice but relatively meaningless. It’s YOU. Make yourself ubiquitous. Start your own blog. Put your name out there. Build meaningful relationships.

Quit Waiting for “Someone” to Fix It!

2009-03-10T07:59:00.001-07:00

15 years ago I was working in the newly independent Republic of Kyrgyzstan. There I saw firsthand what socialism can do to a people. Unemployment was over 50% and despair was the emotional currency.

I remember a brilliant young financial guy named Ivan. He had been the CFO of a tractor plant; the plant closed with the collapse of the USSR. I asked him what he was going to do and would he consider putting a team together to re-open the factory entrepreneurially. His answer was “Someone will come.”

Guys…NO ONE’S COMING! No one is going to fix this. Quit waiting. Quit worrying. Do something. The one thing that has always separated America from the rest of the world is the wild-west, pioneer, get out of my way spirit. If we wait, we lose. If we worry, we are weak. Get up and act! Today!

Don’t Let Surveys Take YOUR Place

2009-03-07T10:37:00.001-08:00

We are surveying our clients—new ones (as soon as their first billing) and existing ones (every quarter). And we get good information from those surveys. However, NOTHING TAKES THE PLACE OF PERSONAL INTERACTION WITH YOU!!! Get time with your clients to “dig deep” into their needs, our relevance, and our performance. Ask the hard questions and listen to the hard answers. It takes courage but it’s the very best way to live out the reality that GOOD IS NOT GOOD ENOUGH.

Are We Having Fun…Yet?

2009-03-06T14:15:00.001-08:00

I remember being called into my boss’ office and reamed out for “having too much fun in my division” (which happened to be outperforming all the others 2 to 1) and “having people lined up to transfer into my group.” Am I the only one who thinks there’s something wrong with this picture?

Look, I get that times are tough. And being down doesn’t make them better. So why not re-introduce the idea of fun into your business—pranks, jokes, games, laughter, energy. If you have to go through tough time, foxhole humor is a pretty good way to do it.

The Victimization of the American Government

2009-03-02T16:28:00.001-08:00

At last, a nation of victims has managed to elect a government of victims. Blaming has replaced solving (if you think the current epidemic of stimuli is a solution then your an idiot). Blame Bush. Blame Wall Street. Blame the rich. Blame the 2%. Blame the Chinese. The poor, powerless victims in society have filled the halls of Congress with victims—except these victims have power, a power they are using for vengeance and personal gain rather than calling America to personal responsibility.

The fact is that we are in this predicament because we have chosen to be. We have overspent, over charged, over bought, over lived. And now that it’s caught up with us we are not man enough to accept the consequences of our actions.

Relevant Solutions

2009-03-02T07:51:00.001-08:00

It’s not a solution unless it’s relevant. If it doesn’t impact a current, real, and realized need, you can’t sell it. Do you wonder why your prospects won’t see you? Do you wonder why your clients don’t seem to call you as much? Maybe because they view you as “last year’s answer.” They are dealing with this year’s problems—strike that, today’s problems and they need today’s solutions. Retool. Get out of the box. Change the way they perceive you. Or fade away into irrelevancy!

High Tech Touches

2009-02-28T10:23:00.001-08:00

Once upon a time, it was all about High Tech and High Touch (Alvin Toffler). Today, it’s about High Tech Touches. Once you capture someone’s email or cell number, you have the means to stay in touch with them and add value on a massive scale. Blogs, SMS, FasCas, email (sounds old fashioned), Twitter…you name it; there are dozens of ways to remind your prospects and clients that they are on your mind.

Holding Value

2009-02-28T10:19:00.001-08:00

When you buy a new car and drive it off the lot, its value (i.e. what it’s worth) drops almost 20%. And it continues to diminish over time until its worth nothing. Client relations are similar. The moment we start a new client relationship, our value to the client is the highest it will ever be because we are the solution to their immediate pain. As their pain diminishes (we solve the problem) so does our value. There are only two ways to address this. One is to constantly search for new pain that we can address (starting the value clock over again). The second is to lower our price (thus increasing our value relative to cost). There is no third option.

Why Good Clients Leave

2009-02-23T08:27:00.001-08:00

We don’t lose clients! That’s totally true. We know where they are…somewhere else! So why does that happen? Why do good clients leave? Feel free to add to the list.

They no longer need what we’ve been giving. Last year’s solution is this year’s expense reduction. Client needs have changed radically in the past 6 months. Have our conversations changed? Have our solutions changed? No matter how well you speak of a solution no one wants, you are going to keep that client.
Someone else offered more value. This often comes in the form of a lower price and we dismiss it as that. But look deeper. Price is a part of the value equation. No one buys for a lower price unless they feel they are getting value (benefit). Somewhere along the line, our benefit failed to justify the cost. Be realistic. If our benefit has dropped (i.e. we solved their problem) then our cost should also. If ours doesn’t someone else’s will.
We got boring. We stopped pursuing our client, dating them, coming up with creative solutions and new ways to make a difference. We went from uncommon to common. It was so gradual we didn’t even notice it. Maybe they didn’t at first either. But over time, our “same ol’, same ol’” opened the door to a new suitor.
Management changes. The person our relationship was with is gone and we either haven’t built other relationships in the organization or we haven’t gotten in front of the new decision maker quickly enough. If have gotten there, we’ve probably told them more about what we did than explored what they may need. See #1.
We Blew It and Didn’t Know How to Recover. Most companies blow it from time to time and, while not acceptable, it is expected. The real trick is whether or not we can recover—own the problem, solve it, etc. Defensiveness, denial, ignoring it, not apologizing, explaining it…these are the ways to lose a second chance.

Zappos—A Company to Benchmark Against

2009-02-14T12:41:00.001-08:00

If you’ve never seen an interview in a bathtub watch this. If you’ve wondered who out there gives incredible service check out Zappos and watch this.

Being Customer Driven

2009-02-14T12:37:00.001-08:00

Check out this article from Harvard Business Review on being a customer driven business. http://blogs.harvardbusiness.org/merholz/2009/02/becoming-a-customer-experience.html

New Solutions

2009-02-12T04:45:00.001-08:00

What’s the point of offering last year’s solutions to this year’s problems? More effort at pushing what doesn’t work or matter any more is a great way to fill out sales activity reports but an even greater way to end up losing your job! Listen to your clients. Throw out preconceived notions of what they need based on what you have. Ask real, piercing business questions. Solve today’s problems!

Lincoln’s Leadership

2009-02-11T05:40:00.001-08:00

If ever there was a man who led, and led marvelously well, during times of crisis it was Abraham Lincoln. Secession and Civil War had been fermenting for decades in an increasingly divided country. Finally, with his election in 1860, the Southern states decided they had to withdraw from the Union and war began a few months later in 1861.

Nevertheless, Lincoln led and lived almost long enough (he was assassinated in 1865) to see all hostilities cease and healing begin in the country he loved.

So, what were his leadership traits? What made him the man for the hour?

Humility—while he knew what he wanted he could also listen to others, even putting men into his Cabinet that stringently opposed him at every turn.
Honesty—there seems to be no “spin” in his speeches or letters.
Boldness—he did what was necessary. Suspending habeus corpus, for example, while a highly criticized move, helped keep order during the crazy period.
Decision—if a general couldn’t get it done, he replaced him. The times were too dire to worry about feelings. Not until he found U.S. Grant did he believe he had the man to win the war and he went through several generals to get to him.
Focus—there was nothing else on his agenda besides reuniting the nation.
Passion—aged beyond belief by his time in office, Lincoln gave his energy, his health, and ultimately his life for his cause.

February 12 is his birthday. We need to lead like Lincoln today—in our companies and in our country!

Invaluable

2009-02-07T10:54:00.001-08:00

In tough times, people are tempted to discouragement which leads to a kind of hopeless, lethargic approach to work. “What’s the point?" I’m gonna get laid off anyway!” Shake it off. Now is the time to make yourself invaluable to your organization—put in extra time, take on a new project, create a new solution, volunteer to handle the job no one wants. Sitting back with your head low is the surest way to lose. Stand out. It’s worth the risk.

Discouragement

2009-02-06T08:02:00.001-08:00

Discouragement—what a word. If you break it down, it’s the opposite of en-couragement and the enemy of courage. Dis-courage. Negative courage. Controlling fear.

Fear is not the enemy. Everyone has moments of fear—even heroes. And courage is not the absence of fear. Courage is the will to act in spite of fear. En-couragement is the help we provide to another to act in spite of their fear. Dis-couragement is the anchor we throw to a drowning man (or to ourselves). So….be strong and of a good courage. Be encouraging. And never be discouraging or discouraged.

Making Time

2009-01-31T13:31:00.000-08:00

Willie Nelson once sang "If you've got the money, honey, I've got the time." He had it backwards. The real issue for us is "if you've got the time, you'll make the money." What I mean is if you have the time to do the most important things, the things that link to growth, then you'll make money! The problem is that we let the urgent crowd out the important and confuse activity with priority. Try this: break your activities (and all the new demands you think are being placed on you) and divide them into Rocks (the most important), Sand (next in importance), and Water (last in importance). Then, with a blank weekly schedule, put the Rocks into your calendar first, the Sand activities can work around the Rocks, and the Water tasks can flow around Rocks and Sand.

Cool Under Pressure

2009-01-16T11:34:00.000-08:00

Chesley B. "Sully" Sullenberger III--doesn't sound like a hero but he is. He was the captain of USAir Flight 1549 which he had to crash land into the Hudson River this week. His cool decision making, the professional focus of the flight crew, and the amazing response of the NYC rescue teams saved the lives of all 155 people on board. That's the leadership you and I need to exhibit to our teams. No matter what happens or how challenging--cool, focused, never forgetting our purpose, taking care of our co-workers, and clients. We need some heroes today

Quality and Common Sense

2009-01-08T12:40:00.000-08:00

I was talking with a friend of mine in Kansas whose company is starting their lean transformation. They are a small manufacturing company that makes livestock management equipment. After they began their research (one of their board members does lean for GM), one of the senior leaders said, "This is just common sense." My friend replied, "It does look like it...after you're done." My friend is right. On the front end a lot of continuous improvement and lean stuff (like taking 1/2 hour for the team to brainstorm better ways to do things rather than doing data entry) seems counter-intuitive. One piece flow. Don't do what your client won't pay you for. Only produce exactly what you can sell. Etc. But once you've made a few improvements and you look back, it really is just good old common sense.

A Great Tool for Thought

2009-01-01T10:05:00.000-08:00

2009 will require better thinking than ever. Analytical and non-linear. Strategic and Creative. There is a great and free tool available called FreeMind. It's a "mind mapping" application that helps free up your creative and non-linear juices. Check it out at http://freemind.sourceforge.net And, Happy New Year!

So What Did The Birth of Christ Mean to You?

2008-12-26T12:28:00.000-08:00

Christmas, as a holiday, is now in the history books. The economics are a statistic (good, bad, or indifferent). Time to move on. To what? I don't want to sound like one of those angry fundamentalists who are screaming "Put Christ in Christmas!" until December 25 and then move on to another seasonal cause. But I do want to suggest that while the holiday is past, on this day after Christmas it might do well to stop and consider what happened the day after the original Christmas. The Son of God was a day old. He had been born and now had lived his first day. The point is that he was real and, some 33 years later, he would live his last day and die in order to provide redemption to humanity. Does that mean anything to you?

Christmas Giving

2008-12-23T07:33:00.000-08:00

This year, rather than give the traditional Christmas "junk" to clients (mugs, dinners, popcorn, whatever) it seemed more fitting to the season and to the times to give something to charity in their name. So, this year, Jholdas contributed to International Micro Enterprise Development (www.imed-online.org). IMED works among the poorest of the poor around the world in some very hard to get to places. Their volunteer network teaches and funds micro-businesses for the unemployed where the unemployment rates are 20-50% (and sometimes even higher)! We encourage all of you to consider a year end gift to a charity or ministry. It's a better use of money and it makes a real difference long after the cheeseballs are molded and thrown away. Merry Christmas!

Bailout-Mania

2008-12-13T12:55:00.000-08:00

What is a bailout? It's either something you do for a sinking ship or something you do for someone in jail? Either way, it's NOT something you do for companies that have repeatedly failed to live up to the requirements of fundamental business, failed to look after the benefit of their shareholders, caved in to political/union pressure for decades, catered to greed and avarice that would make Gordon Gecko proud. Now our politicos (I can't call them leaders) are running scared and throwing our money (or money they are printing and using to devalue ours) at a problem that should be left to the "mercy" of the market! If Wall Street can figure out a path forward (which I believe they can) and if Detroit can figure out how to make cars America wants (and I'm not sure about this one), then they should. If they cannot, then let them file Chapter 11 and reorganize like many before them.

The Big Things First

2008-12-08T10:08:00.000-08:00

Why, when we are seeking to cut costs in tough times, do we waste energy drilling down into little (or relatively little) things--the proverbial coffee supply or a couple of temporaries in the warehouse? We aren't going to get any significant results by concentrating "dollar time" on "nickel results." What are the big things? The obvious things? The sacred cows? If you're going to cut, get benefit from the effort.

Putting it All in Perspective

2008-11-29T09:25:00.001-08:00

We were blessed (again) this Thanksgiving week with the healthy birth of my second grandson (wisely & brilliantly named for me!) and I find myself re-calibrating my priorities. Suddenly, the economy, political bickering and hypocrisy, weather--whatever--seems to take a back seat to watching and enjoying this incredible little guy. Frankly, I think this is one of the major reasons that most of us stay stressed so much--perspective. I'm not suggesting that the things of Wall Street or Pennsylvania Avenue are not important. I am saying that, compared to family and the lives of those we love, they just don't measure up at all.

The Attitude of Gratitude

2008-11-26T11:07:00.000-08:00

Right now, if you're like me, your mind is overflowing with "stuff" to think about and most of it is negative (news, economics, layoffs, slow clients, AR, bills, etc.) Yet right in front of our noses is an incredible opportunity for personal mental health, spiritual joy, and physical energy--it's called Thanksgiving. I don't mean the actual "stuffing of the family" orgy that we all enjoy. I mean a reminder to stop thinking about all that's wrong and give thanks to God for all that's right.

Your mind can't manage two attitudes at the same time. And the best way to stop a negative pattern is to replace it with a positive pattern. So replace the dark stuff with gratitude. Make a list. Write a letter of appreciation. Tell your spouse.

In this country, even on our worst day, we have more to be thankful for in terms of liberty, friends, family, spiritual heritage, and, yes, posessions than most of the world on the best day of their entire lives.

A New Way to Lead--A Look at the Obama Campaign

2008-11-22T07:07:00.000-08:00

There's a lot we can learn from the recent election campaigns in terms of how they were run. An article in the Toronto Globe & Mail highlights some of the 21st Century leadership and organizational strengths of the Obama campaign. I think some of these easily apply to us and we can learn how to lead our company in these different times and beyond. Check it out at this link: http://www.theglobeandmail.com/blogs/wschachter

Now That It's Over...

2008-11-15T08:42:00.000-08:00

OK. It's over. A campaign that by some counts has lasted for nearly FOUR YEARS is over. So...can we let it go? Don't get me wrong. I have a lot of concerns about the incoming Washington crowd. When I say "let it go" I mean the election. Let's look to the future and debate where we are doing, not where we've been recently.

Sociologically, I am thrilled that the "race ceiling" is finally shattered; economically, on the other hand, as a devoted free-market capitalist, I am very concerned. We already have enough government intervention trying to "fix" the market. We don't need more. We need less. Rather than letting the market correct (and even punish) itself--regardless of how violent that correction may be--government is now postponing the inevitable with half-baked measures that, in the long run, won't work anyway.

How to Get More Halloween Candy

2008-10-31T10:17:00.000-07:00

At the B&B that my wife owns, we always look forward to Halloween and the scads of children coming by to ask for candy. This morning, I got to thinking about why some kids are more successful (i.e. get more candy) than others. Here are some of my observations. (1) They dress up to stand apart from the crowd (2) They know the neighborhoods and the houses in particular that give the most and best treats (3) They start early and stay late (4) They ask specifically for what they want (5) They have unique methods of asking--this really stands out to me (6) They have large, sturdy bags in anticipation of a lot of candy and (7) they try for more candy than we are willing to simply drop in their bag. The parallels in our world of sales are obvious--can you see them?

Stop Panicking

2008-10-17T14:32:00.000-07:00

Between the media and the politicians we are being led by the nose into a world of panic, fear, and knee-jerk reactions. Today's economic whitewater is being compared to the Great Depression. We are going through our "every four year" routine of allowing ourselves to be told by White House wannabes how terrible life in America is (even while needing to beef up our borders to keep people who WANT to live here out). The media (conservative and liberal) is sensationalizing every uptick or downtick on the Dow to gain viewership. And the general public is beginning to cower in financial anxiety and reign in their spending; like a giant herd, we are moving into stampede mode.

Now, don't misunderstand my point. I think it would do most Americans a great deal of good to have less debt and to live within our means. And, economic cycles happen and, yes, the banking industry is in a mess (of their own making). Things may get tough for awhile. We may need to cut back. I'm not an unbridled optimist. But I do know that those who will do well during this time are not those running around making decisions based on fear. Panic is NOT a healthy emotion nor is it a good basis for choices.

Think. Watch. Observe. Act with confidence. Be willing to change on a dime. But don't panic. If I were a conspiratorialist (which I'm not), I'd say panic is exactly what they want us to do.

I Never Knew there WAS a Problem!

2008-08-16T08:41:00.000-07:00

I just got an email from NetFlix telling me that their system had gone down and that my shipment of the DVD "Bourne Ultimatum" was going to be a day late. Hmmm...I never KNEW it was late. I didn't EXPERIENCE a problem. BUT they contacted me anyway and BEFORE I could even know. TOTAL PROACTIVE CUSTOMER SERVICE AND PROBLEM SOLVING. Do we do this? Are we ahead of the curve? Do we inform clients of a problem BEFORE they even know there is one? One line from the email says they are "committed to delighting me." Wow. How different from Delta who recently decided to bump me off a flight HALF-WAY HOME in the middle of an itinerary and didn't bother to tell me until I was trying to actually board the aircraft. Needless to say, I'm not currently delighted with Delta but, even though there was a problem, I can tell you that IMHO NetFlix rocks!

Turn on a Dime

2008-08-02T10:31:00.000-07:00

Perhaps you've noticed that the US automotive industry is in a bit of disarray (duh!). They're doing massive layoffs, plant closings, sales gimmicks, and more to try to adjust to the current gas crisis. Meanwhile, Toyota has already begun the shift to fuel efficient hybrid manufacturing in plants that JUST WEEKS AGO WERE PRODUCING GAS GUZZLING TRUCKS AND SUVS. Ford, GM, and Chrysler are still trying to "stop the battleship." Toyota has already turned it and will be pumping out products that fit today's market in about ONE THIRD of the time it will take the US companies to retool. That's lean thinking at work. Because they are always LISTENING TO THEIR CLIENTS and TOTALLY FOCUSED ON RESPONDING to what they hear and because they live in a culture of CONTINUOUS IMPROVEMENT AND CHANGE they are able to turn on a dime. That's how we'll outperform ourindustry in times of turmoil and how we'll beat their socks off when the economy begins to pick up again. There is nothing better for us to do than to LISTEN TO OUR CUSTOMERS and be quick to RESPOND TO WHAT THEY TELL US. Staying close to our customers now will ensure that they stay close to us

You Have a Gift, Roy; but it's not Enough

2008-07-26T14:24:00.001-07:00

This line, from "The Natural", reveals a major and dangerous temptation for all leaders and performers during times of pressure--to rely on our own gifts and abilities rather than utilizing and optimizing the strengths and abilities of those around us. In the movie, Roy Hobbs (Robert Redford) is an incredibly talented young baseball player who has to learn the hard way that, as his father tried to warn him, his gift is not enough. By the end of the movie, Hobbs has been humbled and realized that character, discipline, and teaming with others is the true path of winning. I wonder, as we work through the pressures of the current environment, whether we act like young Roy (under pressure I just rely more on myself and do it myself) or if we respond like mature Roy (still using my talent but adding the commitment to grow and use the talents of those around me as well).

Freedom and Risk!

2008-07-03T11:08:00.000-07:00

Technically, the Declaration of Independence was written over a period of days by Thomas Jefferson, Benjamin Franklin and John Adams; it was signed--not in a grand ceremony--but sporadically as the delegates to the Second Continental Congress risked capture to come in and out of Philadelphia on July 2-3, 1776. The next day, the 4th of July, (after having copies printed all night long) it was announced to the world on what we now celebrate as Independence Day.

The real power, of course was not technical but spiritual and political. This grand document laid out the belief that all men are created equal and endowed by God (not a king or government) with rights that could not be denied them. Because Britain had sought to withhold these rights from the American colonists, so the document read, the people had the right and obligation to throw off the chains of tyranny and take their rightful place as a free and independent nation among all others on earth.

At the end of the Declaration of Independence, the brave men who signed it declared that to "this end, we pledge our lives, our fortunes, and our sacred honor." Imagine it. These few (less than 100) individuals daring to affix their signatures to a document that openly defied the tyranny and might of the British Empire. Truly, these were "dead men walking" and had they been captured they would have paid the ultimate price at the end of an English rope.

They prevailed over the next decade and the United States was born. Yet, since the very beginning, the true liberty of mankind and the rights of humanity to life, liberty, and the pursuit of happiness have required the greatest sacrifice to bring them forth and preserve them. As we enjoy the liberties of our country this Fourth of July weekend, let's pause and remember those who risked and gave all to bring this nation into existence and those who over the centuries have continued to risk and give all to keep her free! God bless America!

Don't Forget Think Time

2008-05-24T13:48:00.000-07:00

I had a conversation today with my "favorite AVP"--can't tell you who he/she is or what he/she and I discussed, except to say that it was about think time. That's right--set aside appointments with yourself in your "Starbucks Chair" to simply think about, over, and through your business, your market, your team, even your life.

Think time is a discipline that many of the most effective executives are religiously committed to. I recently read of Vikram Pandit (the new head of CitiGroup) who, even while traveling the world trying to learn about and turn around that financial behemoth, insists on putting reflection time in his busy schedule.

Don't be fooled. It won't happen by accident and it isn't effective when combined with your daily commute. It works when you get out a scratch pad by yourself for an hour or so at a time and really apply your intellect to your situation.

I know we are all busy and under the gun and this probably seems like a low priority. But, I would tell you that what we DON"T need right now is a high level of thoughtless activities or just revving up the engine of the way we've always done it. What we need is for leaders at all levels of the organization to think and think well and think often; then, based on good thought, we can DO what we thought. That will make a difference.

Protecting Accounts

2008-05-08T08:30:00.000-07:00

In tough times, your competition is going to get their business anywhere they can--usually by attacking your best account. They have a special advantage--you've already solved the major problems so they can take it over at a lower price to maintain your solution. They also have a disadvantage--you are the incumbent with an existing relationship and it's painful for accounts to change. The question is which outweighs the other? If the latter is the heaviest then you win; if the former, then you lose!

What can you do?

1. Stay very close to your best clients--the ones who you think you can never lose.
2. Explore new ways to bring new value, to solve new problems, at your best clients.
3. Consider a preemptive price reduction before they ask you for one.
4. Expand your network of sponsors and champions inside your best accounts.
5. Start selling their replacement today (just in case).

Enjoying Work

2008-04-30T05:09:00.000-07:00

Peter Drucker--not the guy you normally think of when it comes to fun at work--had this to say (quoted recently in a Priority Management Newsletter):

Those who perform love what they are doing. I'm not saying they like everything they do.
That's something quite different. Everybody has to do a lot of the routine; there's an enormous amount of the routine. Every great pianist has to do three hours of playing scales each day. And nobody will tell you they love it. You have to do it. It's not fun, but you enjoy it because even after forty years you still feel the fingers improving. Pianists have a wonderful expression I heard many years ago: "I practice until I have life in my fingers." And, sure, it's a dull routine, but you enjoy it.

The same is true of people I've seen in business who enjoy the work. Their routine is: It's got to be done, and I enjoy it because I enjoy the work. And that is the difference, I believe, not between mediocrity and performing, but between what you call a "learning organization" one where the whole organization grows and then the process changes – and an organization that maybe does very well but nobody misses it after five o'clock.

The 7 Deadly Sins of Entrepreneurs

2008-04-08T18:52:00.000-07:00

After 25 years of advising entrepreneurs in a dozen countries and having been a serial entrepreneur myself for most of that period, I have compiled a list of the 7 most common "sins" that an entrepreneur can commit.
1. Believing we can do it all. We started the business and no one can do it better than we can..so we do it..all of it.
2. Lack of clear focus. It was being creative that launched our business, so why not keep on creating. I never met an opportunity I didn't like. The result, however, is diminished focus on the few things that are vital to success.
3. Not saying "No." Entrepreneurs are "yes-men." Saying no seems like missing an opportunity so we go everywhere, accept every challenge, speak at every podium, etc. I have a VP of No. You might need one.
4. Hiring what we can afford. If you pay peanuts, don't be surprised if you end up with monkeys.
5. Being too trusting. I don't want to be naive but I don't want to be cheated either. I've been both.
6. Keeping a friend too long. It's easy for entrepreneurs to become "buds" with the few who were there in the beginning and not notice that they can't keep up anymore.
7. Leaving too early. Because we like starting things, it's sometimes hard to hang around long enough to reap the lasting rewards of our creativity.
I said "7." I bet there are "70."

What is Performance Management?

2008-03-22T10:36:00.001-07:00

There have been volumes written about Performance Management yet at its core it's really quite simple. It means that a company has embraced a culture of setting agreed goals, holding people accountable to those goals, and rewarding those who achieve them. This can happen on the macro-level at which strategic planning is more than an academic exercise; a plan is meant to be executed and people actually commit to do so. This can happen at the micro-level in which individuals are expected to set and achieve results, are measured and coached to those results, and are rewarded (or not!) for what they actually contribute to the company. This can happen at all points in between.

Here are three components to Performance Management that apply at all levels. They are a simple guide and a useful test.

Clear and agreed EXPECTATIONS. Does everyone know and understand what the desired outcome looks like? Does an employee truly know in specifics what is actually required of the job? Is a clear set of business objectives created and articulated? Are clear metrics in place to determine progress to plan? Success? Failure?
Regular and honest FEEDBACK. Accountability means "the ability to tell the story." Is every employee, team, business unit head asked on a regular basis how they are doing and what they are doing? Are the metrics applied to them? Is management giving true and timely appraisals of work done (or not done)?
Appropriate REWARD AND CONSEQUENCES. It has to matter. Paying those who achieve goals and who do well more than those who don't is the purest form of capitalism and is NOT favoritism. Not everyone gets a trophy. There are winners and losers. Performers and non-performers. The simple truth is that some contribute more than others and therefore should receive the greater reward. Let the under-performing, closet socialists complain. Life is not meant to be fair!

I Coulda Had a V8!

2008-03-13T16:21:00.000-07:00

As I finished a kaizen event this afternoon and the team did the obligatory management report-out, I couldn't help but laugh when the executive sponsor said over the speakerphone that he had experienced a few "I coulda had a V8" moments. In other words, DUH! It was the obvious, little things that made the difference--and the difference was in the millions of dollars.

On the two hour ride from Knoxville to my home in North Carolina, I kept thinking about this and here's the burning question I kept kicking around: HOW MANY OF THE THINGS WE STRUGGLE WITH ARE THE RESULT OF OH-SO-PAINFULLY-OBVIOUS CAUSES. We have been conditioned to look for the exotic, brilliant, breakthrough answer and the mindbending AHA! As a result we miss the clear, in-your-face simple things that, if seen and addressed, could make a lot of difference. Some of you get this. For those of you who don't, well...you've just proved my point.

It's All About Focus

2008-03-01T05:17:00.001-08:00

A client of mine recently inaugurated a set of 2008 initiatives wrapped around 3 high impact areas. Knowing the leadership of that company very well I find myself worried that somehow this will get turned into working harder and longer hours--they already work exceedingly hard and incredibly long hours because of how much they (and I, for that matter) care about the company. In this case, importance becomes urgency becomes working harder.

This got me to thinking about the fact that it's not about working harder--in very few cased do I see reasonably successful people who don't already work very hard. And I'm not going to say it's about working smarter (which generally means cramming more into a day through false efficiencies--essentially another form of working harder); this makes me want to hurl!

The real issue at hand is focus--doing a few, highly impactful things really well rather than doing a bunch of things tolerably. Most of us are deathly afraid of saying "No" or of taking something off our list. We don't unsubscribe to email newsletters. We don't tell people we can't be there. We don't eliminate--we expand our commitments on a regular basis. The result is diffusion, confusion, and overall frustration.

Strategy is not coming up with a list of initiatives (the more the better) and then trying to do them all. Strategy is considering all the things that you could do and then reducing that list to the fewest possible things that you must do. It's all about focus. At a company level and at a personal level, stop and ask yourself about your sense of focus.

The Right Continuum

2008-02-16T06:12:00.000-08:00

As we once again enter a time when companies are laying off people, the old question of employee loyalty arises. People who want to be loyal to corporations find themselves disillusioned and even cynical when they realize that companies are not loyal to them. They struggle to determine how loyal and how independent they should be. The problem with this thought process, as I see it, is that it asks the wrong question--or put another way, we are trying to plot our position on the wrong axis.

Imagine a graph where the horizontal axis is the loyalty--independence axis. Add to that, however, the vertical axis on which the highest point is integrity and the lowest is manipulation. This, I argue, would give us a more realistic (and satisfying) way of thinking about our relationship to a corporation. It's not just about loyalty that is either reciprocated or not. It is about integrity, i.e. how open am I about the basic reality that an employee and a company should remain connected ONLY as long as the relationship is mutually beneficial. Loyalty in a world of economic volatility and continuous change is simply unworkable. Integrity, on the other hand, works in all cycles of the economy and is entirely in the control of either party. Nothing forces a company to lie to its employees and nothing forces an employee to manipulate his or her employer. These are choices, decisions that, while not always pleasant, are always healthy.

Specifically, I ask my clients who are employers to dare to deal with their employees on the up and up. To acknowledge that relationships end because mutual benefit ends. I ask my clients who are employees to do the same. When each will face reality square on, then each is empowered to do the right thing and to press forward in the path that is best for each.

George Washington said that nations do not have altruism but only self interest. This is good economic counsel as well. As long as it is in the best (self) interest of both parties, then an employment relationship works and works well; the moment one shifts to manipulation, a disaster is in the works.

What say you?

Prospering in Tough Times

2008-01-26T08:47:00.000-08:00

There's a great scene in It's a Wonderful Life (if you haven't seen it at least 10 times I doubt your humanity). It takes place in the Bailey Building and Loan during a "run" on the banks of Bedford Falls. Potter, the town miser, is buying up bank stock at 10 cents on the dollar and tries to buy up the Building and Loan stock as well (which would give him effective control over every financial institution in town). George Bailey (Jimmy Stewart) warns the people with these remarkable words. "Potter isn't selling. Potter's buying. And why? Because we're panicking and he's not."

Uncertainty leads to a kind of panic and knee jerk reaction rather than a calm reasoned action. Potter, the villain of the movie, is actually setting a great example for American business leaders in times like we will most likely face in 2008. Many will panic and make unwise decisions. A few will remain calm and thoughtful and focused on their strategy. The latter will always win over the former.

While 2008 will require adjustments and changes, thoughtfulness and courage will prevail.

Getting My Feet Wet

2008-01-20T14:46:00.001-08:00

My IT guru Melissa, tells me that blogging is where it's at. That's enough for me...so I'm in! Since I love to write, since I love business strategy, since I love leadership---it makes sense for me to write a blog about business strategy and leadership issues. I'm hoping that others will join me in this journey.