Ken Speaks!

On the Move...

2010-04-25T21:18:00.003-04:00

Thank you for visiting and reading this blog. I hope you're enjoying it as much I do writing it.

I'm moving the location of this blog. You'll be able to find my latest posts at: http://www.kenokel.com/blog/

There I'll be able to continue posting as well as add some new surprises.

Take care,
Ken

Do You Support Your Support Staff?

2010-04-21T15:27:00.003-04:00

On the day when we honor administrative and support staff you might want to do more for your admins than get them a potted plant. A new survey of more than 4,400 administrative professionals and 500 managers found that:

Half of the managers say their admins help their companies reduce spending.
One-third of the manager say their administrative professionals help them with technology.
More than half of of the admins have managed volunteer and fundraising activities in the workplace.

The study from OfficeTeam and the International Association of Administrative Professionals states that in today's economy, administrative professionals are doing more work and more varied work.

It also found that more than 80 percent, when offered, take courses to improve their professional skills.

To summarize, you have people who are doing more work in an organization and are taking advantage of opportunities to improve themselves by taking courses in things like accounting, budgeting, and purchasing. So why does this survey concern me?

Because 51% of the admins say their employer does not offer them any leadership training, even though 96 percent of the staff say they would take it, were it offered.

Are companies missing out on developing great talent because they've pigeon holed employees into a limited role? Performance on the job should be recognized and nurtured. If you have someone who understands your work culture, accepts new challenges, and improves their skills, then should they not be given the chance to grow their careers vertically in your organization?

Is the iPad the New Segway

2010-04-11T21:26:00.001-04:00

Consumers have been trying to figure out the latest product from Apple. Part laptop, part iPhone, it's a new device that comes with a healthy price tag.

There are people far more experienced than I who can rate the attributes of the device, although I'm open to testing one (Hope you heard that, Mr. Steve Jobs). It sounds like a neat piece of technology but it may fall into a category of brilliant inventions that most people don't need.

I remember back in 2001 when the world was introduced to the Segway. The personal transportation system was called revolutionary. City planners were expected to redesign cities based on the two wheeled wonder. Our landscapes were expected to be filled with these devices.

Nine years later, the Segway remains to be an interesting invention. But its use seems limited to mostly places like shopping malls and airports. Was it not a technological breakthrough? Of course it was and still is. But sometimes a good idea isn't one that's embraced by people in their everyday lives.

Both devices seem to share certain characteristics. They showcase new technology, they have high price points, and it can be difficult to market or describe in just one sentence.

I'll be curious to see if the iPad becomes a much loved and used device or whether it will take a place in history as a good machine that eventually led to something better

3 Lessons from my Levi's

2010-04-10T11:14:00.000-04:00

One of the things I like about giving presentations to companies is meeting a new group of people and exchanging ideas. Recently several attendees and I had a great discussion about the power of branding.

Later while changing my clothes, I was reminded how Levi Strauss & Company is one of the best in the business at branding. Just before I stuck my legs in the jeans I noticed a printed message on the outside of the inside flap of the pocket. From this short note, I've pulled three lessons that can maximize your brand.

Be Different: Often when you buy clothes the only message you get is a piece of paper telling you that it's been approved by Inspector #5 or worse, a sticker that ends up sticking to you! Some companies do have attached messages about their products. But they're gone once you remove them.

Levi's uses a non-traditional yet permanent location for its statement of principles. You can see it every time you put on and take off the jeans.

State Your Values: In a few short lines, Levi's states that you've bought an authentic pair of their jeans, their jeans have been around for more than 150 years, and that they are an American tradition that is popular worldwide.

There probably aren't a whole lot of differences between a pair of Levi's and all the other jeans on the market. But you wouldn't know that from how the company promotes itself. To them, you don't ask, "Are those a new pair of jeans?" but rather, "Are those a new pair of Levi's?"

A Call to Action: The message on the pocket also thanks the consumer for carefully examining the quality of the sewing and craftsmanship of the jeans. Instead of saying the jeans were inspected by #5, they're so confident in the workmanship, they're almost daring you to find an imperfection. Most people aren't going to carefully scan the stitches but you love the idea that it's a big deal to Levi Strauss & Company.

Keep your eye out for other good examples of branding. How a product makes you feel will likely determine whether you'll buy it.

What is Upset Math?

2010-04-07T20:19:00.002-04:00

Many arguments and misunderstandings in the workplace can be tied back to a simple idea: Upset Math. This occurs when someone in the heat of an argument or discussion, grossly overstates a number or concept.

"You're late to work all the time," you might hear when in reality, it's only happened a couple of times. But one of those occasions may have come at a bad time for the other party. Suddenly the issue is magnified and you may feel like you're standing in front of a dam of complaints that is about to burst. Is it better to stay quiet or set the record straight?

Sometimes Upset Math occurs when a person of importance in an organization makes a comment that, in reality, bears no basis on fact. Suddenly a remark like, "Your sales team failed to reach its goal because we had two full moons this month," is universally accepted. Perhaps this is a way to cover up the fact that the recession is cutting into business and there's nothing to be done about it. That's a frightening and hard thing to face rather than letting some quirky event take the blame. But will this illusion serve your company?

If Upset Math becomes a part of your organization, your team could be in trouble. It distracts from real problems and solutions. It encourages blame and backstabbing. Here are some tips to keep in mind if you are a victim of this behavior.

It's very hard to argue with someone whose argument has no basis in fact. Before long these things become shouting matches. It's never good to be a part of one of these. Resist the urge to fight back at that moment.

Go and do your homework. Check the facts and figures. Do they support your claim?

Present your findings. If you are correct, be gracious. Say that you wanted to dig deeper into the situation and this is what you found. Don't say, "I told you so and you were wrong." That could give you a reputation for being right all the time, which would make you guilt of Upset Math.

Could Favors Kill Your Career?

2010-04-01T19:54:00.004-04:00

Is it me or are there two kinds of people in the world when it comes to favors? Those who ask for favors and those who end up granting them.

On the job, the person who asks for the favor sometimes takes advantage of the one helping out.

Let's say Jimbo asks his colleague, Bob, to help him put together handouts for a meeting. Jimbo is asking for the favor so he can leave work early to go to a football game. Bob ends up staying late, working on the handouts but he leaves the job feeling good, knowing that he helped out a co-worker.

The next day, Jimbo approaches Bob and says that the handouts were supposed to have been put together slightly differently and as such, they were out of order. Bob remarks that he followed Jimbo's instructions precisely.

Jimbo snaps at Bob when he hears this and says, "You really need to pay more attention to what you're doing. You really let me down."

Bob feels horrible.

Unfortunately, this is a common situation in the workplace. Someone asks for help but then is upset when the help given is not judged to be satisfactory. Some might call this ungrateful behavior, like a person who is openly disappointed in a birthday present they receive.

In this case, I'm not worried about Jimbo. He's a lousy coworker who has no right to complain about someone helping him out so he can go to a football game. Regardless of the outcome, the handouts were his responsibility no matter who did the actual work.

I am worried about Bob. It's likely he will be blamed for the outcome instead of being recognized for helping a colleague as well as staying late to get the job done. He tried to be a "go getter" but will likely be perceived as the "fall guy."

In the future, Bob will think twice before granting another favor. He'll keep these things in mind:

Is the person asking for help someone who has helped him in the past?
He will make it clear to all that while he will help, he is not the person ultimately responsible for the outcome.
People like Jimbo don't see what they're doing as being wrong. Bob pledges not to let his nice guy instincts allow others to get special treatment.

What a Scam Artist Knows...

2010-03-22T20:04:00.004-04:00

I've heard that business is booming for scam artists and con men as the recession has many looking to make a quick score. In many cases these are sales pitches designed to separate you from your money as quickly as possible. If you're ever approached with an offer that sounds too good to be true, see if it fits this pattern:

Does it require you to act very quickly? It's an offer that could vanish in a short amount of time.
Does it involve some sort of new or secret knowledge that could change the world? And yet it has received no media coverage.
Are the people who sing the praises of the deal somewhat unknown or anonymous? But they sounds like folks just like you and me.

Clearly these scam artists have tapped into the human psyche. We are attracted to the idea of a special deal that can change our lives. We can imagine ourselves acting decisively to improve our future. And maybe we can even see ourselves sharing our secret with others who we decide should enjoy the fruits of our good fortune.

While we associate these underhanded methods with unsavory characters, they are often used to a lesser degree by some very successful sales professionals. The key is making sure the product or service that you are hawking is reputable. When it comes to an irresistible offer, what's the difference between an honest or dishonest one? The ability to sell it to your mother and expect to still be invited to Sunday dinner.

Why Do Companies Resist Change?

2010-03-16T20:22:00.003-04:00

Have you ever noticed how some companies are more interested in destroying their future rather than making the changes that are critical to survival? It's a form of shortsighted management that is often rooted in stubbornness. While it can be easy to continue to do things as you have in the past, ultimately it can lead to failure.

Sometimes it is about ignoring a trend like selling gas guzzlers during an oil crisis. Sure, the cars may have sold well in the past but the present isn't always an extension of past behaviors. It's not about focusing on simply producing cars but making sure you're producing cars that people want today.

Other companies, when they got the first sniff of a recession, had to decide whether to change their business model or keep doing the same things but just lay off their most experienced and costly employees. Sure, this saved a few bucks but in many cases it doomed the future of the organization. A tree doesn't grow by cutting off the oldest part of its trunk.

How many supervisors have defined their tenure with statements like, "My way or the highway." In this case, a personal behavior could be dominating an office's productivity. At first, this kind of quirky behavior may seem charming but by not managing different ideas, personalities, and work styles, a company may be losing good talent for silly reasons. Ultimately having to hire and train replacements will cut into the bottom line.

Change in the workplace is inevitable. Did you know that UPS started as a company that made deliveries by bicycle? More than 100 years later, it reaches across the globe.

Workplace Communication: A Fitness Lesson

2010-03-07T14:52:00.003-05:00

In an exercise class, the role of the instructor is very important. Not only does that person need to tell people what to do but they also need to make sure that the group stays on task.

Recently in a spinning class, the instructor had everyone doing jumps on a count of eight. So you'd be seated for eight and then stand and climb for a count of eight. This would repeat for the length of a song.

Everything was going well until the instructor had to briefly leave the room. Suddenly, the group, which had been perfectly coordinated, now was out of step. As time passed, the situation continued to get worse. No one was on the same count anymore and you could tell that people were becoming frustrated and confused. All of this from just not being able to do things according to a count of eight.

In the business world, making sure that instructions and procedures are followed can carry a higher price than just breaking a sweat. Employees like to know what they are supposed to do but they also need to be occasionally assured that they are performing up to expectations.

When was the last time, you restated the importance of a goal or the reason why a procedure needs to be followed a certain way? If you're not doing this, don't be surprised to find out that your team has started to make changes in the way things are done. Sometimes these changes may be for the better. But without your oversight, these changes could undermine your brand, your customer service, and ultimately your bottom line.

Related Posts
Do Managers Ignore Workplace Talent?
Workplace Communication: Giving Feedback
Reputations & Perceptions

Is Your Boss a Computer?

2010-02-28T13:38:00.001-05:00

Computers are wonderful tools but they can be maddening at times. I'm sure you've had the experience where you want a computer to do something but for some reason it won't work. All you get for feedback is an error message or a error sound. The machine can't tell you what it wants and that can be very frustrating.

In some organizations, leaders seem to take inspiration from computers. Their staff is constantly trying to figure out what he or she needs. Instructions are confusing, conflicting, or not stated at all.

Sometimes this is a leadership style where the leader wants staff to constantly be on their toes and spend a lot of time considering his or her needs.

In other cases, this style is a reflection of someone who may be good enough to get a supervisory position doesn't understand how to lead a team.

In either case, is the leader getting the most out of his or her staff? Are communication mistakes being made that cut into productivity? Are staff burning out from constantly being unsure what's needed from them and having to repeat processes?

Perhaps the most important question to consider is whether a highly effective leader is ever not an excellent communicator.

Do Managers Ignore Workplace Talent?

2010-02-21T21:20:00.001-05:00

Some leaders pay outside organizations to do work for them that could easily be done by someone who is sitting just a few feet away. What's happening? The company is evaluating employees by the titles they hold and not by the talents they have.

The economic slowdown has seen an unprecedented shuffling of the workforce. Those who lost their jobs had to latch onto a paycheck wherever they can find one. This may have resulted in a lateral or a downward move. Organizations would be smart to evalulate staff not only by the skills they have for their job but also the skills they are not asked to use in the position.

Instead people tend to be lumped in with the title and the performance of the average person in that position. Automatically, it's assumed that the employee can do no more than their job description.

Smart managers need to shift the hiring focus to include overall talent. Make sure the needs of the position will be fulfilled but also check to see if the individual has other skills that could benefit the organization. Who's to say that an Administrative Assistant might not be a wizard with graphic design?

This kind of evaluation can boost productivity and better engage your employees. It's about empowering people and not let labels limit your potential.

A Story of Love & Balance

2010-02-14T17:53:00.001-05:00

Once I tried out to be a contestant on a game show. The program was a revival of, You Bet Your Life, and featured Bill Cosby as its host. Sadly I was not selected. I'm not bitter as the program lasted only one season (No doubt due to the lack of dynamic contestants.).

During the application process, a whole bunch of other people were brought into a hotel conference room where you spend a lot of time waiting. This gave me a chance to meet an elderly but energetic woman who was seated next to me. "Gail" surprised me by telling me that she had no intention of going on the program, even if she was picked.

"My husband is very sick and every day I have to spend just about the whole day with him," she said. "There's no way I could leave town to be on the show."

Back then I was thinking that this revelation had slightly improved my odds of getting on the show. But soon I became curious and I asked Gail why she was in the audience.

"Every day I take some time and do something just for me," she replied. "I love my husband and will care for him until the day he dies. But I also have to take some time for me."

I was impressed with this woman for two reasons. She was fulfilling her wedding day promise to care for her husband in sickness and in health. But she also understood that the task could easily become all consuming and in order to take care of him, she also needed to address her needs.

Very often it's easy to let something important dominate our lives to the point where you begin to suffer. Gail had realized there's nothing wrong with being a little selfish at a time when you must be at your most giving.

Bill Cosby may have never heard this story but I'm glad I did.

The Sock Apocalypse

2010-02-08T19:39:00.002-05:00

Does your sock drawer say something about you? Recently I noticed that mine was really packed with socks. Not just pairs but also a few strays. In further surveying the contents of the drawer, I realized that I hardly wore many of the more weathered socks.

They had lost some elasticity or were wearing very thin near the toes or the heel. So why did I keep them? Perhaps they might be pressed into emergency footwear duty. But most likely they would just crowd an overpacked drawer. It was obvious that they would best be used as cleaning rags yet for some reason I had washed them.

How many things in life do we continue to do even they don't help us much anymore? An old sock may be familiar but it really isn't comfortable. The same can apply to habits or beliefs. Take a moment to examine your life as you would a sock drawer. Are you holding on to something merely because it is familiar? Maybe it has outlived its usefulness and it's time to do some spring cleaning...

Do You Know Someone Like This?

2010-02-01T19:55:00.001-05:00

From the first day I met "Greg," I could tell that he was high strung. Any little problem would put him in a panic. This was a challenge as he worked in the high pressure world of TV News. His soul seemed to burn with the stress of countless frustrations.

I knew that this was not a healthy lifestyle and several years later, I wasn't surprised to hear that all of the stress Greg carried inside had gotten the better of him. While I no longer worked with him, friends at his station told me that he had a physical and mental breakdown. He was alright but was taking some time off to work with doctors and therapists to get his life back together.

I was eager to find out more about Greg, Version 2.0. His coworkers told me that he did seem more relaxed, which was great news. But over time, they noticed another change in Greg. He had become incredibly annoying.

During his recovery time, Greg had learned a ton about coping mechanisms and information about human behavior. But rather than follow the advice, Greg took to telling other people what was wrong with them. The advice was unsolicited and nonstop. He had gone from someone who internalized stress to someone who gave stress to others. Greg had twisted good ideas into a mental wrecking ball.

Every day we are presented with a good deal of information and sometimes it has been distorted to fit someone's agenda. Don't be afraid to ask questions, check facts, and consider the source.

Survey Says...Uh-Oh!

2010-01-28T07:29:00.000-05:00

A recent survey from the University of Toronto found that 50% of the (American) respondents routinely take work home with them. And those people say their "homework" sometimes or frequently interferes with their personal lives.

In today's age of smart phones, laptops, and other techno-stuff, it may be impossible to get away from work after "quitting time." But it's important to make sure your life stays in balance. Here are some tips to distance yourself from your job.

At home, have an area where you do work from your job. Don't make this your bed or the dining room table. Try to have it be a place separate from the rest of your home life. The idea is that once your done with the work, you can shift back into "home mode."
If you must do work, try to set a time limit. Give yourself an incentive/treat if you meet your goal. At the end of the day, we're often tired and not as focused. This can lead to a marathon work session where you don't accomplish much. Think short bursts of activity instead.
When you're done with work, stop thinking about it. This is a challenge for me but I've come to realize that worrying about things associated with your job is like giving your employer free real estate in your brain.

Reputations and Perceptions

2010-01-18T19:39:00.001-05:00

It's great that more and more businesses are offering free wireless Internet. You almost expect to the see the service in coffeehouses. I have to admit that I laughed when I saw a sign for free Wi-Fi at a Denny's restaurant.

While I haven't been in a Denny's for a long time, my memories of the chain include slow service. While I realize that it's probably illogical to think this, somehow I feel that using the Internet at a Denny's would involve a slow connection. I can't imagine any kind of speed being associated with the restaurant.

At the same time, I would imagine that McDonald's would have a fast connection. Is this because McDonald's serves food quickly?

Somehow I don't think that a potentially more crowded McDonald's would have more people online, resulting in a slower connection.

This is a good example of the irrationality of our perceptions as they can apply to a brand. If I could consider myself a test group, I might suggest to Denny's that its advertisements suggest, "lightening fast connections," in order to overcome my belief that I would be frustrated both waiting for my food and for websites to upload.

Dance Company Makes Marketing Misstep

2010-01-10T17:30:00.000-05:00

Recently I received a mailing from a nearby arts group. I'm always interested in what groups are doing as well as how they market themselves. The brochure was very fancy with a glossy layout. Clearly some money was spent on the project. Enclosed with the brochure was also a signed (with a real signature and not a scanned one) letter inviting me to a special reception that would be held in my area.

So why was I turned off? The dance company made a big marketing mistake. Inside the brochure was a another letter, one that I wasn't supposed to have seen.

It's from the General Manager of the company and is meant to be viewed only by staff. Basically it says that there are only 9,000 copies and most of them are being used for VIPs. Staff shouldn't take more than one unless they have his permission.

Obviously the note was mistakenly not removed from my copy of the brochure before it was sent out. This got me to thinking about a few points:

This fancy publication is old as the staff letter is from mid-October and I'm receiving it in late December. Gee, that makes me feel special as a potential supporter.
Staff and dancers are not looked at as having good judgement about how to promote their organization.
Details matter in mailings, especially when they are tied to solicitation. One extra moment of checking could have removed the 2nd letter. There's obviously a gap between the people who are making decisions about mailings and the people who are putting them together.

The Pride Trap...

2009-12-29T19:49:00.000-05:00

Has pride hurt your career or your relationships? Sometimes it can be easy to let the ego call the shots and determine your actions.

But consider taking a different path. Listen to feedback, be it positive or negative, with an open mind. Remember, it's very likely that most growth in your life came out of some kind of challenge.

Try to disconnect yourself from ego and then give yourself the same advice that you'd give a friend in that situation. Isn't it funny how we tend to give others better advice than we give ourselves.

Let the new year signal an end to limiting beliefs. If you're still not sure if you're ready to make that leap, then you should listen to this short audio clip:

If you can't see the clip, click here.

7 Secrets of the Nutcracker

2009-12-22T20:09:00.001-05:00

Get the inside scoop before you see The Nutcracker. Dazzle your friends with the trivia you'll learn. There's also a lesson here in perseverance as a show that once was called a flop went on to become a worldwide sensation.

Not Resolutions But Thoughts for the New Year

2009-12-15T18:54:00.000-05:00

Now is the time that so many of us look back on the past year and consider changes that we can make in 2010. I like to focus on certain areas where I know I can improve. Here's some food for thought for the coming year:

1. Be more patient. Patience is really a gift that you give to someone.

2. You can always be a better listener. How many things have you missed because you were not paying attention?

3. Ask more questions. You'll learn more, make fewer mistakes, and make someone else feel like "the expert."

4. If you receive feedback, act on it. Sure you may not like hearing about your deficiencies but don't be afraid to change.

Magic Words for Retail

2009-12-08T21:03:00.001-05:00

In my TV news days, I did a lot of stories about holiday shopping. (One year my holiday meal consisted of a order of natchos shared in a smelly live truck but that's a story for another day.)

I remember well an interview I did with a Target Team Leader (otherwise known as store manager). I asked him what the key was for a good holiday season. His response: Keep the shelves stocked and the floors clean.

While I'm sure there were other elements involved in planning a successful holiday season like loss leaders, staffing, and store hours, I thought it was great that the company plan could be boiled down into one sentence.

How many of us can do the same in our business? And if we can't, why not? Sometimes a simple message or mission is the best way to communicate your vision to your team so that everyone can enjoy mutual success.

Is Your Message Consistent?

2009-11-25T07:42:00.000-05:00

Imagine that you're enjoying a meal with a friend in a restaurant. Your friend is nice and charming to you. But when dealing with the server, he or she suddenly becomes quite rude and demanding. You have a front row seat for the behavior change and you find it quite unnerving.

A lot of companies are the same when when it comes to customer service. Recently I had to switch out some cable equipment with Comcast. The people I talked to on the phone were great. They were helpful and apologetic about the situation. Later when I went to an office to pick up my new cable box, I found the staff to be confused, unsympathetic, and not very helpful. The experience was duplicated at another office that I had to visit. Apparently staring blankly at a customer is part of their training.

It's too bad that Comcast can't get its customer service messaging to be more consistent. The person who handles the phone operators has done a great job. The office training is poor. Too bad customers end up getting a mixed message.

The Power of No....

2009-11-17T20:51:00.000-05:00

Recently I was in a department store waiting to make my purchase. There was only one clerk working so I had a moment or two to watch him in action while he served the customers ahead of me.

The line seemed to be moving a bit slower than you would expect and I realized why when I listened to the clerk. He was asking everyone the following questions: Would you like to give $1 to a charity? What is your email address? And would you like to get a credit card from the store?

All of this was happening before any items would be rung up. While I'm a patient person, I decided that on this day the store was giving me too many reasons not to buy from them. I put my items back on the shelf and walked out.

I don't blame the clerk as he was likely following the script from management. Management that seemed determined to make the shopping experience as unpleasant as possible. It wasn't like people were being asked if they'd like to submit their email address so they could receive updates on products. Instead it was positioned as if it was a condition of a sale. (I never would sign up for anyone's list without understanding their privacy policy.) And you'd think after the credit crash, stores would be pushing their credit cards a bit less.

Ultimately, I felt that the store wasn't "serving" me at all. I'm a low maintenance customer but I like my shopping to include as few questions as possible. Give me a clean store, stocked shelves, and a helpful sales team and I'll be your customer for life.

Judgement vs. Advice

2009-11-08T16:27:00.001-05:00

Imagine that a friend asks you for advice. You probably give careful thought to his or her situation. This may mean giving them advice that they may not want to hear but need to follow. It's all about helping someone overcome a challenge in the best way possible.

Now think about how you give yourself advice. Do you follow the same process? For many, we follow our own unique judgement. The funny thing is that usually it has a lower standard than the advice we would give someone else. It's like telling your kids to not talk on their cell phones while driving, only you're telling them via your cell phone while driving.

This kind of thinking can hurt you. You would tell a friend to lose a few pounds yet postpone your long overdue diet. You may urge someone to chase their dreams while sitting on the couch, waiting for yours to magically materialize.

For a week, when it comes time to make a decision, base it on the advice you would give someone else. See if you're suddenly making better decisions, even if it involves some hardship.

My Breakfast is normal. Yours is weird...

2009-10-31T15:50:00.000-04:00

While recently talking to a friend, I learned that she likes to put maple syrup on mashed potatoes. She says she loves the mixture of the salty and sweet flavors. Another friend then chimed in and said her Saturday morning routine is not complete unless she has pizza for breakfast.

Breakfast is called the most important meal of the day and it seems like it can be the most varied too. Some are traditionalists and have something like eggs and toast while others start their day with a diet soda. My breakfast choices have mellowed a bit over the years, become more traditional, and probably more nutritious. As a young lad, I was very picky about what I ate for my first meal of the day. This was highlighted by an ongoing aversion to jelly and a restaurant once serving me a hamburger for breakfast when no other options would suffice.

The thing that strikes me as interesting is that so many of us have unusual breakfast habits but to us, they all seem normal. Having leftover Chinese food first thing seems a lot more normal to me than eating a doughnut or getting a breakfast sandwich from a fast food restaurant.

This is another example of how our perception of a situation really colors our perception of it. There really isn't one "right breakfast" that towers above all others. Ultimately, no matter how weird your choices may be, if they work for you, then ultimately that's all that matters. Perhaps it would be useful to use a similar lens when considering other differences in life.

Can I Save the US Postal Service?

2009-10-25T14:30:00.006-04:00

If you like questions, then you'll love today's Postal Service. During a visit to a branch, I was asked several questions including:

Do you want to buy some stamps?
Do you want buy delivery confirmation?
Do you want insurance?
Do you want to send it overnight? (This cracked me up as I was sending a letter about 30 minutes down the road.)

I've read the stories of how the Post Office is billions of dollars in debt and am sympathetic to the need to bring in more revenue. But I found that the efforts to raise more revenue a bit amateurish. Here's why:

Myself and the others in line ahead of me were asked the same questions. No doubt the clerks are following a script but none of us were mailing the same kind of thing. Does a cookie cutter approach really serve the customer's needs? After hearing the people in front of me be asked if they want to buy stamps, I think I would have realized whether I needed to buy them or not before I reached the counter.

It seems that the Postal Service is following a model based on selling people things that they don't realize that they need. But the way the questions are structured, they'll only get a "yes" or a "no" answer. Why not engage the customer in a dialogue. Let's say I'm sending a package overseas. Wouldn't it be better to say, "Gee, that package is going a long way away and will go through a lot of hands. Would it be useful to find out when your package has arrived?" In this example you're looking to sell people on the benefits of a service by making them realize how it will make their life better. You're selling peace of mind.

The Post Office needs to offer specials like any other business. When I go to the concession stand at a movie theater, I'm asked whether I would like to double the size of my drink or popcorn for just a dollar more. Why can't the Post Office bundle it's products into special deals. Make it easy for people to want to invest more.

No doubt there are current regulations or time honored practices that would prevent my ideas from being used. But for agency that's $10,000,000,000 dollars in debt, maybe it's time to try some new things.

Why Many Leaders Fail...

2009-10-18T11:47:00.001-04:00

Whether you're the CEO or a supervisor, how effective is your leadership style? When asked that question, many leaders will respond by saying something like, "I know that I'm a tough boss. That's my style and I'm sticking to it" or "I'm a people person and I get the most out of my staff by being understanding."

In both examples, the leaders could be making a mistake. Too often a leadership style is only seen as being about the leaders and not the employee. Employees are seen as needing to be "broken," like a horse, to a particular style. When people don't change in the desired way, a lot of time is spent on trying to fix them.

Instead you may find it more effective to ask yourself whether your leadership techniques are getting you the results that you want. If ruling with an iron fist isn't working then try a few more pats on the back. And vice versa. Keep in mind that this process is not about you but rather it's about generating a positive outcome. As a leader it can be very easy to lose sight of this and instead take staff performance personally. That kind of thinking can create a very antagonistic situation and can isolate you from your team.

College football coaches change their leadership styles all the time. They can't be as demanding of a freshman heavy squad as they would if their team is full of experienced seniors. But in both cases, the ultimate goal is winning the game and getting the most out of the team.

In a perfect world, leaders would be able to install a staff that perfectly fits their style. But most of the time, you inherit employees and you become a part of their existing work culture. In the past, those who didn't fit your style would eventually leave the organization for a better environment. It's a different story in today's economy, where downsizing and cutbacks have people staying in their current jobs because they don't have anywhere else to go.

Isn't it better to focus on maximizing the talents of the team you have in place? Adjusting your style to fit their needs will not only boost productivity but save you from the hassle and expense of hiring and training someone new.

Change and the Channel...

2009-10-11T19:39:00.006-04:00

Recently, I saw some 20 year old sports highlights on TV. I immediately noticed that the athletes were not as muscular as they are today. But even more surprising was the fact that the TV image was so uncluttered.

Back then, the were very few onscreen graphics. The corner of the screen didn't show the score of the game, the time remaining in the contest, as well as other scores from around the league. It was perhaps a bit more like watching the game from the stadium.

Today some might say we receive too much information while watching sporting contest. Quite a few NFL fans turn their dens into Mission Control centers where they can watch multiple games from anywhere in the country. For them, watching a game is about enjoying multiple contests simultaneously, monitoring the players who are in their fantasy league, and interacting with other fans through social media.

While part of me may miss the days of yesteryear where our appetite for information could be easily satisfied, it would feel weird to go back to the way things used to be. Like many forms of change, we don't notice how it can happen gradually as well as how adaptive we can be to new ideas. Think about this, the next time you're asked to take on something new and different in your life.

Should Lance Armstrong Be Worried?

2009-10-01T19:44:00.009-04:00

As a cancer survivor, I've proudly worn a LiveStrong bracelet since they first came out in 2004. I admire the work Lance Armstrong and his foundation have done to raise more funds for cancer research as well give those dealing with cancer a chance to come together as a community, both online and in person. More than 70 million of the wrist bands have been sold. It truly was the start of a movement that has take on a life of its own.

So it's been with great surprise that during the past year I've been asked the same question by many who point at the bracelet and say, "Hey, what is that about?" When I explain what it is and what it means, some people remember what I'm talking about. But a lot seem totally surprised that such a program exists.

While the bracelets probably peaked in popularity back in 2004 or 2005, they are still worn by a lot of people today. Perhaps those who don't know what they are have been fortunate enough to have never been touched by cancer. At the same time, I have an awareness of a lot of things in our culture (like Hannah Montana and the Jonas Brothers) that really don't interest or appeal to me.

And it worries me if they learned about LiveStrong years ago and have since forgotten about it. Has our culture developed such a short attention span that we forget significant branding and slogans in the space of five years? Perhaps what bothers me most is the idea that awareness of cancer as a problem may be fading at a time when it is still affecting countless people.

What the Supermarkets Don't Know...

2009-10-01T07:26:00.006-04:00

I've noticed a lot of cloth bags being sold in supermarkets, which is a nice environmental trend. Hopefully it can cut down on the amount of paper or plastic bags being used. Usually I see the branded cloth bags being sold for a dollar each. That likely makes it a pretty high profit item for the stores.

Think about it: The bags probably cost a few pennies to produce and take up very little space. They're not all that big so it's likely that a family would end up buying several of them.

This got me to thinking whether the cloth bags are being marketed properly. Should a store make a customer pay a buck to walk around with a bag featuring its logo? Perhaps the supermarkets could require consumers to do something in order to get one of the bags for free. Every time you spend $50, you get a bag. It could build store loyalty, give people a reason to go above a pre-selected price point, and perhaps get some people to start using the cloth bags who otherwise wouldn't have paid for them.

What's in it for the stores to change their business model? Besides the environmental reasons, the more cloth bags that are given away (while supplies last), the less paper and plastic ones the store has to purchase, ship, and store. The grocery store also gets some free advertising and perhaps some increased brand loyalty. Would I shop at Albertsons if my cloth bags says, Publix?

Workplace Communication: Giving Feedback

2009-09-27T21:06:00.004-04:00

In your job, you may be required to give your staff negative feedback on their performance. It can be a tough thing as well meaning advice can often be lost in a sea of hurt feelings. With office harmony in mind, here are some things to remember the next time you try to help someone improve their performance:

Is the criticism fair? Are you focused on the outcome of work or the person who did the work. There is a difference between saying, “You did not achieve your performance goal,” and, “You’re a lazy bum who can’t get the job done.” One can start a discussion, the other is more appropriate when ending a career.

How would you react? While it can be dangerous to assume that everyone will react the same way you will, it can be a good thing to keep in mind. Remember, your goal is let the other person examine what went wrong and figure out how to prevent future problems. It’s very likely that her or she already knows that they performed below expectations. Your goal should be to refocus them on success.

Don’t go “bad cop.” If you interrogate the employee like a tough police detective, they may become so flustered that they won’t be able to think. The discussion could escalate into an argument. That doesn’t serve your big picture needs, unless you plan on firing them. If you don’t, then you want to empower the employee.

Try to start a discussion through the use of questions. Ask them how they could reach their sales goal by saying something like, “What do you think would be a good way to make sure that you reach your next sales goal?” Along those lines you may want to also ask, “How can I support you better so that you’ll achieve your goal?” You want this to be an exchange of ideas that ultimately gets the results that both parties want.

Is there a next step? After you’ve had a good discussion, make sure that you’ve outlined a next step that builds upon the discussion you’ve just had. This helps ensure that your employee won’t fall back on old behaviors that didn’t work and instead will be focused on making a positive change.

Give the Gift of Your Attention

2009-09-22T20:26:00.006-04:00

How many misunderstandings do you experience in the workplace or at home because you weren't paying attention to someone? Perhaps this happens with a particular person who has a different communication style than you. I can get impatient with people whom Jerry Seinfeld might term, "long talkers." These people take forever to get to the point. Their information is good but I just have a hard time consuming it.

We all bring certain expectations and baggage to conversations and sometimes they interfere with the communications process. The added stress and confusion doesn't serve anyone. So for the next week, try an experiment. Identify the person who you tend to tune out and when you talk to them, give them 100% of your attention. Block all distractions, other than ones that would endanger you (like a warning about a fire or a runaway bus). Pay attention as if you're flying the space shuttle and ground control is giving you critical reentry data.

I think you'll find that by doing this you may eliminate some of your communication problems. Sometimes it's about showing the other person that you're interested in what they have to say. Simply putting them at easy may make them stop their annoying behavior, like taking too long to get to the point. It's a gift of respect that produces positive enforcement.

Why I Miss Film Photography

2009-09-13T11:28:00.005-04:00

I love digital photography. It's great being able to immediately review your photos and it's very cool how you can edit them with a computer. I also like how I can take hundreds of pictures on a trip and not have to worry about buying another roll of film. But I've noticed that there are two byproducts of using film that I can't experience through digital photography (and I'm not referring to any issues of film vs. digital quality).

The Film Canisters: These plastic cases had so many uses after you'd used your roll of film. These ranged from organizing lose objects like screws to holding liquids like salad dressing in a lunch you'd take to work. Yes, I know that it's a good thing for the environment that we're not producing so many of these plastic containers. But their uses were only limited by your imagination.

The Last Shots: Imagine that you've taken your trip and you have a couple of remaining shots left on your roll of film. You could process the film without using them but often I'd try to think of some creative ways to use those final shots. As a result I have a very random collection of photos which cover such things as the view outside an in flight airplane, wacky shots of my family or my house, and action shots of my Star Wars action figures. Now with digital photography, there really isn't a, "last shot," that you need to use up. I miss that chance to think creatively.

It's not unusual to have a new process that is easier and better than the old one. But think if there is some byproduct of the old process that people might miss and see if there's a way to duplicate it with the new one.

Do You Believe Your Limiting Beliefs?

2009-09-07T10:26:00.006-04:00

Recently I came across a plot synopsis for the next (yes, next) Rambo movie. Apparently the Sylvester Stallone character will battle some kind of monster in this installment.

I've never seen a Rambo movie but I am aware of them. Upon seeing news of the upcoming film, I found myself saying, "But that's not Rambo. He doesn't fight monsters. He battle terrorists, communists, and other bad guys."

Then I realized that my thought process might be a bit limiting. After all, Rambo is a totally fictional creation. The idea of such a super-soldier is not based in reality so why should it matter who he's up against. If it were George Washington fighting aliens, instead of the British, then I might have a problem (Actually, call my agent...). But when it comes to Rambo, it's all make believe.

Every day we walk around with a set of beliefs that may be based on the strangest things. Beliefs can be good things as they can help protect us from certain unpleasant situations: Like believing it might not be a good idea to walk around by yourself late at night in a dangerous part of town. But they can also put a box around you that limits your experiences. As a professional speaker, I often meet people who continue to follow a routine because they believe it's the right thing, even if they are unhappy with the results they're experiencing.

Take a moment to consider some of your beliefs and decide whether they might need some exploring. If anything, you might receive affirmation that what you think is correct. But you might also open your mind to new possibilities.

The Smell of Desperation

2009-09-02T19:45:00.006-04:00

During the past few days, I've received a few phone messages from the guy who was my mortgage broker when I bought my home more than four years ago. As you might guess, we haven't stayed in touch but now he seems very concerned about my well being.

In fact he'd like to see me rework my mortgage. This from the guy who looked at me like I was from Mars a few years ago when I told him that I didn't want an adjustable rate mortgage because there was a good chance that the economy was going to tank in the future. Turns out my judgment was right and his was wrong. Based on his expertise, I doubt he'd be the agent I'd like to talk to about reworking my deal.

But the dude also undermined himself in something he said: "Give me a call from now until midnight and after 10 a.m. tomorrow." That tells me that either he's so desperate for business that he's putting the rest of his life on hold or that he's working 14 hour days. Neither scenario gives me confidence in him.

There's a good chance that he may help some people who are unable to pay their mortgages. Of course the problem might be with the deals he worked on a few years ago. Nevertheless, by making himself so available, at a time when I haven't identified his services as as need, his sales pitch smells of desperation.

What could he have done? If the housing market had stayed strong, I might have been looking to move. Had he kept in touch with me, through something as simple as a holiday card, he would have stayed top of mind. Perhaps he could have shared examples, in a blog or a newsletter, of how he helped other people with their mortgages. By sharing his expertise, I might have come to the conclusion that his services could help me.

Right now I'd feel more confident trusting a circus clown with my money. At least then, I'd know going in that the smile I'm seeing may not be real.

A Healthy Opportunity...

2009-08-30T21:54:00.004-04:00

I've followed bits and pieces of the health care debate and am at a loss as to whether a one size fits all solution can be found. The purpose of this post isn't to discuss the opposing views. There are many more qualified than I who can do that.

I have found it interesting that a key aspect has mostly been left out of the discussion. That's the idea that people worry less about the coverage and more about improving their own health.

We know that our country has become progressively fatter and more out of shape. An alarming number of children are suffering from diabetes. We celebrate our nation's finest athletes and consume large amounts of junk food while watching them. And for many, the closest they come to a sport is membership in a "fantasy" league.

Are we looking to health care as a safety net for our self-induced health problems? I would like to see our leaders focus on creating a national goal for improved health. Big things can come from a vision or a crisis. In the 1960s, we had a goal of going to the moon and made it happen. After 9/11, a wave of patriotism united Americans in a way that had not been seen in decades. Perhaps we can fly a flag of health in the coming days.

Maybe we should not just look to politicians for this kind of change. An avalanche starts with the movement of just a few pebbles. As individuals we should not underestimate our power to affect change. By making a healthier choice today, we could change our world tomorrow.

Do You Ignore the Obvious?

2009-08-25T19:44:00.009-04:00

It looks like the Dallas Cowboys have a beautiful, state of the art football stadium. No expense appears to have been spared, especially with a massive video monitor that stretches across the field. Now even if you're in the cheap seats, you'll have a great view of the game action.

But there appears to be a problem with the setup. During a preseason game, a punter saw his kick hit the video monitor. That's not supposed to happen in a football game. As I understand, the wind can impact a punt but a physical object over the field of play isn't supposed to impede the kick's path.

The NFL is trying to figure out what to do with this situation. The Cowboys point out that they followed NFL guidelines when hanging the video screen and have no plans to raise it higher. It will be interesting to see how this is sorted out. I'm sure the NFL doesn't want to embarrass the Cowboys and the team's fans, especially after building a stadium that cost more than a billion dollars.

Perhaps the answer will come from everyday life. Our society has a long history of ignoring problems instead of addressing them. Sometimes, it's about minor stuff, like telling an obviously fat person that they've just got big bones. Ignoring a speed limit sign and getting into a fatal crash is a more serious situation. In these scenarios, it's good to keep in mind who or what is being served by your action or inaction and whether that adds to the greater good.

And mistakes can happen even though no one party may be at fault. While neither the Cowboys nor the NFL may be a guilty party, it will be up to one of them to decide what to do if punts are repeatedly bouncing off the stadium video monitor.

In the end, it's all a matter of perception. My suggestion to the Cowboys: Turn off the video during punts. After a few weeks, people will so out of practice at looking at live action, with just their eyes and not video, they'll forget to watch.

The Hot & Cold Truth

2009-08-22T21:32:00.007-04:00

I live in South Florida where right now it is very hot and humid. This gives me a front row seat for an interesting aspect of human behavior. It's the fact that so many of us are rarely satisfied with the temperature.

Here, people go from inside a home chilled by air conditioning and get into a hot car. With A/C, the car is cooled quickly. Then they arrive at work, a place where many people feel cold.

So the first thing they do is grab a cup of hot coffee. For some, this causes them to warm up too much so they turn down the A/C. Then you have those who feel cold but drink iced coffee. They are the ones who have a trusted sweater on their chair which they can wear should they need some extra warmth. It's interesting that some people in Florida are often the most bundled up when they are inside.

In offices, you will often witness epic battles between those who feel hot and cold. They share a belief that proper temperature control is like a Constitutional right. Their biggest problem is over adjusting the thermostat. The overly hot or cold change things in increments of 5+ degrees, which tends to result in immediate protests from the other camp.

Consequently, the thermostat is locked and only one person has control over it. That person soon becomes the most loved or hated person in the building.

After work, a group may go to celebrate at a bar. There, some who are bundled up because it feels frigid inside will enjoy a cold beer and some hot wings.

A few words about interviews...

2009-08-19T20:07:00.007-04:00

As part of my nonprofit work, I'm involved with the production of a campaign video. For me this was a bit of a flashback to my TV news days as we shot 10 separate interviews in a day. All were with clients and volunteers with with a social servcie agency. Most had never been on TV before.

As a group and individuals I was very proud of their ability to share their very personal stories. The interviews ranged from two Holocaust Survivors to a mentor and his 10 year old friend. Throughout the day I was reminded of some good tips for conducting interviews:

Ask open ended questions. You don't want to ask anything that just produces a, "yes or no," answer.

Keep your questions simple and to the point. When most people have an answer in mind, they're ready to say it. Don't keep rambling on with a longwinded question if you can tell that your subject is ready to talk.

Focus on your subject as if he or she is the most important person in the world. Unless the room is on fire, you really want to give them your full attention. Think about how rare that is in our multi-tasking world.

Always ask, "Is there anything you'd like to add?" at the end of the session. Sometimes people have a really powerful soundbite in them but they don't share it unless you ask for it. So give them a chance to share.

Keep things conversational. A good interview is a conversation and not an inquisition. Have some good questions in mind but let the discussion flow naturally.

Good for the Environment... Bad for My Hand

2009-08-16T17:59:00.005-04:00

I recently heard a talk about reducing the amount of waste that goes into the local landfill. It was good to hear that more and more items (like all kinds of cardboard) can be recycled. At the same time, in my area at least, products with aluminium foil can't be reused as is the case for styrofoam. It can be a challenge to remember it all.

Perhaps as a way to encourage us all to remember and embrace the rules, everyone in the room received a special pen. A pen made out of recycled materials. The shaft is made of cardboard, the top and bottom seem to be recycled plastic, and clip appears to be made out of the same kind of wood you see on a tongue depressor.

It appears to be an impressive feat of engineering and I was quick to grab one. But my enthusiasm faded when I tried to write with the pen. It might be the most uncomfortable pen I've ever used. The weight distribution of seems off and the tongue depressor cuts into my skin. What appeared to be a smart bit of marketing, is painful to use.

Some may want me to relax and not be so critical of a giveaway. But I feel that if you're going to make something out of recycled materials to promote your cause, it need to be functional. Simply engineering a piece of junk does not achieve this.

Perhaps the only good thing about the pen is that it would never be stolen from my desk.

Do You Like Soap In Your Coffee?

2009-08-12T20:47:00.003-04:00

Have you ever wondered why we like certain things but not others? And sometimes the reason makes little sense.

Recently I was in an office where I was offered some coffee. I was shown the coffee pot and was told to mix in my desired level of sweetener and creamer. I had to pause when I reached for the creamer. It was the artificial kind. I’m not a coffee snob so I had no problem using the cheap stuff.

But what freaked me out was the container. The creamer was in a gel concentrated form. It was in a jug with a plastic spout that you’d have to push down on to make it come out. Basically it’s the same setup that’s used to deliver liquid soap or hand lotion. And something about that just seemed weird.

I couldn't get over this delivery system. It seemed like how you'd feel if you opened an egg carton and saw hamburgers. It just wasn't right.

In my mind I know that this packaging is probably more environmentally sound. But deep down, I can't shake the feeling that creamer is either a liquid or a powder. I drank the coffee with the creamer and it tasted fine. Still I felt something was wrong with the drink. I doubt I would have felt that way if someone else had prepared the coffee for me and I'd never seen the gel.

I wonder what other hang ups we may have where we feel strongly about something, even though it's not that big of a deal.

What Are Your Customer's Needs?

2009-08-09T21:24:00.010-04:00

The other day I was in the new terminal at the Raleigh-Durham airport in North Carolina. It's a pleasant place to fly out of (Are you listening Atlanta?) and I noticed something very different from most other airports I've visited. I didn't see people sitting on the floor or long cords being strung across the room like a tripwire.

I'm talking about a byproduct of people using laptops in airports. Usually while waiting for a flight, people will try to get some work done on their computer as well as charge it as well as other devices. The problem has been that the plugs have been located in inconvenient places. So in order to reach them, the user has to sit on the floor. Not only is this uncomfortable but it also can dirty your clothing.

At RDU, some of the seating takes away that challenge. Under the chairs you'll find a place where you can plug in your device. There are also ports for USB cables. Now you don't have to be uncomfortable while waiting for your flight.

This may not seem like a big deal but for frequent travelers it's a change that could make life a lot easier. The increasing portability of electronic devices has not been acknowledged by many airports. Too often customer service seems to be nothing more than acknowledging a problem. I was glad to see an airport that thought about its customer's needs and then provided a solution to their problem.

The Price of Free

2009-07-29T21:00:00.001-04:00

Back in my TV news days, I would sometimes enjoy a hair and makeup allowance from the TV station. Usually this would be a reimbursement of my expenses.

But at one station, the only way on-air staff could get their hair done for free was to go to a stylist who happened to be a friend of the General Manager. Many of my female colleagues didn't take up this offer because the stylist styled hair in a way that was about ten years out of date.

But my hair is pretty flexible, there's not much to mess up, and I hate to pass up a free offer. So I decided to make an appointment. When I arrived, I was promptly led into her garage which featured a big barber's chair in the middle of the room. When I sat down into the chair, I noticed that the stylist seemed a bit confused. I asked if everything was alright.

She looked at me and said, "I can't find my glasses anywhere and I can't see a thing without them. Oh well, let's cut your hair."

It was at this moment that I realized that sometimes free stuff comes a price. It turns out that the haircut wasn't a disaster but I've had better ones. The good news is that my hair grows quickly.

But out of the experience I realized that sometimes when you buy something, you're not just buying the product but the peace of mind that comes from experience and expertise. Today I still love a good discount or free stuff but sometimes I can't afford the emotional price that can come from it.

The Gas Can Mystery... Jumping To Conclusions

2009-07-26T14:49:00.003-04:00

Today I saw a truck pulling a trailer make a left turn. The trailer was filled with all sorts of gas powered landscaping tools. It’s a familiar sight in South Florida but then something unexpected happened. As the trailer was turning, a large can of gasoline fell off the truck and landed in the intersection. I’m guessing that it hadn’t been tied down properly.

The truck continued to drive down the road, the driver unaware of what just happened. There was no way to signal him.

Now I can only guess what happened next. The landscaping crew will likely arrive at their destination and discover they have either no gas or not enough. This will likely lead them to some conclusions:

The gas tank was stolen.
The tank was filled but left at the gas station.
The tank fell out of the truck.

If it was me, I’d probably think the first two were the most obvious choices and the last was unlikely because it’s seems hard to imagine. I might act act on the first two theories and blame someone or myself for something that didn’t happen.

Every day in the workplace we come to a lot of conclusions even though they may be based on a small amount of data. Those decisions can be colored by our attitudes and experiences. But sometimes, the unlikely is the actual occurance.

The Flashing Light of Something New

2009-07-22T07:27:00.005-04:00

Years ago, my mother and I went on a reconnaissance mission. We were in a department store to look at a new invention called a video cassette recorder. The idea of a VCR and its ability to let you watch and record programs on your schedule was quite revolutionary.

It was easy to become overwhelmed by the many features on these new machines. Even things like whether to have a corded or cordless remote control were major considerations.

At the time, we weren't there to buy but rather to learn more about the product. It's interesting that one of our biggest conclusions was about the LED clock on the machine. In the store, it was constantly blinking, "12:00." Today we know electronics with a clock blink before they are programmed with the correct time.

But we didn't know that in the 1980's. And upon leaving the store we both agreed that it would be best if we didn't buy a VCR with a clock that flashed, 12:00, constantly. I laugh thinking about, how of all the features, that was the one we were focused on.

Whenever you try something new, it comes with a series of expectations and conclusions. Don't be surprised if some of them turn out to wrong or easily fixed with the press of a button.

McDonalds Sips Into Success...

2009-07-19T17:37:00.008-04:00

Recently, I opened a magazine and noticed a four page glossy advertisement from McDonalds. The interesting thing about the ad is that it had nothing to do with hamburgers, Big Macs, or fries. Instead the spread promoted the fast food chain's new speciality coffees.

In a lot of ways, it makes sense for McDonalds to aggressively pursue the coffee market. Some may want a cappuccino that falls below Starbuck's price point. McDonalds are also located all over the place (I've been told that if you're looking for a good location for a business, see where McDonalds is as that spot has been heavily researched.) so access is not a problem. And, the company already had a lot of fans of its traditional coffee (Except those who claimed in lawsuits that they were burned by the hot liquid but that's another story).

This will likely be a good example of a company extending its brand into new areas. As thing stand, I'm doubtful that it can generate much more revenue through just hamburger sales. So a company looks to see what other services it can deliver.

McDonalds has long tried to expand its product line and sometimes it hasn't worked out so well. Remember McPizza and the McDLT?

Widening a brand can be a risky proposition as is mentioned in the book, Brand Failures: The Truth about the 100 Biggest Branding Mistakes of All Time. To find out more about the book, click here. I found it to be an enjoyable read. It's easy to see, in hindsight, how many bad product decisions were made. Of course the need for more market share has long seduced executives into going too far away from what they do well.

The Question of Time

2009-07-15T19:09:00.007-04:00

Sometimes I'm asked about how I find the time to get everything done in my life. I do enjoy being busy and can juggle full time work with part time projects. I'm not sure if there's a secret to getting the most out of your time but I recently described it to a group in these terms:

Let's say you enjoy TV programs like American Idol. You like watching people chase their dreams, which can be fun. But are you more interested in watching someone else achieve their dreams, than in chasing your own? Maybe that answer help you prioritize your time.

I've found that the best time management practices often include a repurposing of "down time." In no way am I saying that you should stop enjoying TV and other sources of entertainment. But are you committing so much time to those programs that you're cheating yourself out of achieving your hopes and dreams?

It can be easy to fall into patterns where you pursue the comfortable and familiar and put off your goals until you, "get around to them."

To gauge an activity, ask these questions: Does it enrich me? Does it make me think? How will achieving my goal make me feel? Would it feel better than what I'm doing now?

The Unspoken Truth About a Cool Word

2009-07-13T19:20:00.005-04:00

Mokita (pronounced moe-KEE-tah) is an interesting word from New Guinea. It refers to a truth that everyone knows but nobody speaks of, especially in social situations.

The concept of unspoken truths is well known but we don't have a word like, mokita, in English. But perhaps we can take some inspiration from the word, especially when it comes to our shortcomings.

Whether it's a weight gain or a nasty habit like smoking, it's often not seen as being polite to criticize someone for this kind of problem. But it still exists and for some, the fact that you never hear about it, makes it not appear to be a problem. This isn't always a good consequence of polite society. So every once in a while, it might be a good idea to pay attention to the things you're not being told but may have a hunch, could be true.

Maybe it would be good to have an annual, Truth Day, where all shortcomings would be openly discussed. Of course on that day, I'll likely call in sick.

Missed Opportunity?

2009-07-08T19:34:00.004-04:00

I receive an electronic newsletter from Disney World. I usually take a quick peak at it and then delete it. Today, I paid special attention to it. Like many, I've followed the news of the recent monorail crash at Disney World. For the latest on the investigation click here.

I was surprised that today's e-newsletter made no mention of the accident. Instead, adding President Obama to the Hall of Presidents was the main story. While I don't think an organization should flaunt its bad news, I think the usually PR savvy Disney missed an opportunity to discuss the accident, let us know what's being done so it doesn't happen again, and remind us that they have a very good safety record. After all, I'm a subscriber to their newsletter. I'm a friend and I want to know what's happening.

Too often organizations shy away from bad news and hope the problem goes away. An excellent example of doing it the right way happened years ago in the way Johnson and Johnson handled the poisoning of its Tylenol pain medication. While it was scary for consumers to think that a trusted brand might contain cyanide, J&J addressed those concerns by removing every box of Tylenol from the shelves, told people that their safety was the number one concern, and redesigned the product and its packaging so that similar tampering could not happen again.

With proper planning, a bad situation can be handled in a manner that can actually make your organization look better to the public.

The Taboo Topics...

2009-07-06T21:11:00.004-04:00

Have you ever been told to avoid talking about politics or religion with people? While I understand the idea behind these instructions, politics and religion are actually topics where you could have some pretty good conversations. So is the problem the topics or that fact that a lot of us aren't very good at talking?

Somewhere along the line, we may have lost the concept behind an open minded discussion. Instead, a conversation is more like a battle where your goal is to verbally smash your opponent into submission. Whatever happened to the idea of having a discussion where you may ultimately, agree to disagree?

Exposure to new ideas can be a very healthy thing. Remember at one point in time, it was thought that Earth was flat and was the center of the universe. I find it interesting at a time when the world is more connected than ever, some are more isolated from the ideas that come from it.

Why I Tune Out the Radio

2009-07-01T08:09:00.006-04:00

It's rare that I ever drive in silence but I find that less and less am I listening to the radio. Instead, I'm tuned in to my iPod or books on CD. Besides having more control over what I listen to, I've found the choice also keeps away from some of radio's big problems:

Too many commercials. I'm not just talking about the commercial breaks but the commercials that are inserted into the programing and segments. It's not just, "This segment is brought to you by Subway," but instead, "This hot topic is brought to you by Subway where every day you can eat fresh...." To paraphrase a famous quote about hockey: I turned on some commercials and heard a little radio. Or sometimes, stations will say, "We'll get to the news in one minute," and that minute is filled with commercials. I guess the idea is that a minute is amount of time that people will wait for something.

Too much repetition. One station in my area replays its morning drive program during the evening rush hour. Some will also replay the program in a "best of the week" version on the weekends. Sure it may save the station money but with so much repetition, is management giving people an excuse not to listen if they've heard it before.

Nothing new: The morning zoo format has been around for a while. In many cases, every station starts to sound a bit like another. You have your pranks/stunts, celebrity gossip news, and discussion about the differences between men and women. There's very little spontaneity or originality. Any type of community news or involvement is usually relegated to Sunday morning at 5 a.m.

With the economic slowdown, I don't see things getting much better for radio. In a way, I feel as if I've lost a longtime travel companion in my car. A long time ago, I spun records (yes, those things) at a college radio station. But like a disc being played too fast, radio just seems out of tune.

Do You Hate Work Email?

2009-06-29T16:12:00.010-04:00

Imagine that you're away from your desk at work for a while. You come back and immediately refresh your email. And you watch message after message populate your screen. Suddenly your stress level goes up.

So what's the problem with email? Would we be better off without it? Perhaps but it is a valuable tool and it's not going away anytime soon. Fire is also a tool but you wouldn't give it to someone if they didn't understand how to use it. That's the problem with a lot of organizations: They assume that people know how to effectively communicate through email. With that in mind, here are some suggestions for improving your messages:

Don't Over Write: Have you ever found yourself having to read a message over and over? I'm guessing it's because it wasn't clear. Put anyone in front of a keyboard and a simple request can become paragraphs. If you have to use email, keep your message simple and to the point. Confusion doesn't help your business.

No Tone: In email, it's not easy to tell the tone of a message. Imagine if your boss wrote, "Get it done." Is that an demand, a joke, or something in between? You can't tell and again, you have to spend time trying to figure out the meaning. Some like to put important things in bold or italics, but again, you're relying on people to understand your intention.

People Feel They Have to Respond: Ever see a simple request from the boss go out to staff and ever staff member feels they need to reply. Those replies are sent to everyone so everyone has to stop what they're doing to read it. Do you want your team spending their valuable time doing this?

Was That Important? How many times do you have to repeat something that you emailed a few days ago? There's just something about seeing a message on a screen that makes it hard for people to remember. Plus we get so many emails nowadays that it's easy to lose one in your inbox or you forget to get back to it later.

Let Go of the Mouse: Use email only for general things that you want people to know about, as if it was. an electronic bulletin board. This could include an announcement of quarterly earnings, the score from last night's softball game, and employee promotions. For action items, like a new dress code, sales strategy, or news of a visit from the corporate office, resort to good old-fashioned person-to-person verbal communication. This can be done at a staff meeting or having the information communicated down by supervisors. If you must, then you can send out an email that outlines the action item. You may think this will take a lot of time but in the end you'll save time by eliminating misunderstandings.

Can Ten Be Better Than Five?

2009-06-25T18:46:00.008-04:00

The Academy of Motion Pictures and Sciences has announced that next year's Oscars will feature 10 nominated films for Best Picture. For more than 60 years, five movies have battled it out for the top honor. For more on the announcement, follow this link.

In some ways the move makes sense as it could give a foreign or animated film a chance to compete for the honor. In the past, many of those have been squeezed out of contention. The change also gives studios more films they can promote as being nominated for the top prize.

I think the downside could be how the extra nominees could affect the running time of the awards show. There are always complaints about the long show (no such thing as a fast musical number or tributes to the recently deceased) and every year it seems the Academy tries to do something new to shorten it. I can't imagine how introducing ten films could take less time than five. I'm sure the company that employees people to sit in the seats of those who are going to the bathroom are thrilled with the announcement.

Perhaps the challenge of a longer show could be solved by limiting Oscar winners to Twitter length acceptance speeches. Of course then the walk to the podium would likely be shorter than the actual speech!

The announcement may also fast track the production of my long discussed Mafia vs. Aliens motion picture.

Police Action

2009-06-24T20:00:00.006-04:00

I recently had to have my fingerprints taken by law enforcement as part of a background check. I was told of several area police stations where I could have this done. I went to one that's close to where I live. It's in a small community.

When I arrived I was told that the department could normally take my prints but could not do it this week due to remodeling in the area where procedure happens. For a moment I was tempted to ask what would happen this week if a suspected criminal was brought in? I imagine he or she might receive some immediate service.

I was also tempted to enquire if there was some minor infraction I could commit so I could receive some red carpet treatment and have the prints taken right away. But since the purpose of the fingerprinting is to show that I don't have a criminal record, I decided it would be easier to go to another police department rather than start life of crime.

The situation got me to thinking about how often we give the best service to our worst customers. While they may not have broken any laws, it can be easy to spend the most time with the people who complain the most or the loudest. This should be a concern if it takes away from serving your good customers (or law abiding citizens). In the case of law enforcement, it's probably a good thing for them to be focused on, "the bad guys." But for your business that kind of service could be a crime against profitability.

Let's Talk About Public Speaking...

2009-06-22T14:02:00.007-04:00

I'm often asked for tips about public speaking. Obviously it's always good to practice your speech as much as possible so you're really comfortable with your topic. But sometimes we become so focused on the material that we forget to address our mindset.

Think about it: Isn't it easier to do anything when you're feeling good and positive? And something you dread doing seems to last forever.

What I see happen is a well prepared person (in terms of material) has a really tough time presenting because he or she is in a very negative state of mind. Before long our flight or fight response goes off and we react to an audience the same way our ancestors would to a charging bear.

Fortunately, it's unlikely you'll ever give a speech to a room full of bears. But you may still have an intense physical and mental reaction to your presentation.

So why not create a pre-speaking routine that puts you in a good frame of mind. Actors do it, as do athletes. To give you some help with this process, I've created this short presentation:

(If you can't see the presentation, go to: http://bcn.brainshark.com/title.aspx?pid=505012062 )

Most of all a pre-speech routine can give you a sense of control over a potentially challenging situation.

Cronkite Visit Remembered

2009-06-19T15:31:00.007-04:00

I've heard the reports of Walter Cronkite's fading health and that took me on a trip down memory lane. As a senior in college I had a chance to meet him, when he visited one of my broadcasting classes (note the groovy shirt I'm wearing in the photo). At Arizona State University, the Journalism School is named after Cronkite. Every year, he would make an annual visit to the school and interact with students.

The first thing I noticed was that he wasn't as tall as I imagined. I'd put him at about 5'9". It's funny how you tend to think that people who are on TV are taller than they are. He also had very rosy cheeks. Cronkite was a great storyteller and entertained us with lots of tales from his journalism career. I'm sure he had told these stories many times but the material seemed fresh, a skill I strive for as a professional speaker.

When asked about the state of journalism (in the early 1990s), he seemed very impressed by the technological advances that made it possible to have worldwide coverage. He didn't say anything negative about CBS News although years later he wrote how he was upset that he wasn't used more as a senior correspondent. But on that day, there was no bashing of CBS or the competition.

As a viewer, I have some memories of him anchoring the news, although I was pretty young. I can appreciate the contributions he made to our knowledge of our world at a time when information was much harder to come by. His was a comforting presence in a changing world.

This Food Stinks...

2009-06-17T16:22:00.006-04:00

Do you find yourself doing the same things every day, even though you may be experiencing diminished returns? In this clip from my presentation, "Stop Crying In Your Cubicle," I talk about this common problem that many face at home and work. The clip is audio taken from the talk. The hand drawn animation slides are all my own (Pixar can sleep soundly at night).

(If you can't see the video, go to: http://tinyurl.com/ksktsd )

My title, "Stop Crying In Your Cubicle," comes from a recent survey that found that roughly 1 our of 4 workers are so stressed out at work, that they routinely cry on the job. There's a better way....

The Stuff We Like...

2009-06-15T16:12:00.004-04:00

Advertisers know there are certain behaviors or beliefs that are universal. If you can tap into them, you can gain a customer's loyalty because you seem to be speaking directly to their needs. With that in mind, for fun, here are some universal truths that I've come up with:

People are much more likely to tell you that they're tired than well rested.

Everyone seems to want someone else's hair. We never seem to like our own.

After standing in a line, people feel the need to move away quickly.

Anyone who is paying with a check at a register, won't start to write it until the last possible moment.

If you're late, it's for a reason. If someone else is late, they're wasting your time.

Color plays a big role in a supermarket. Generally speaking, healthy products are green, pizza boxes are red, and potato chip bags are yellow. Would it feel weird to buy that stuff if the colors were switched?

I'm sure I've left out a bunch of other behaviors but my goal here is to get you to think about some of the norms you follow that are targeted by advertisers. Feel free to send me any other observations that come to mind.

Shaded Advice

2009-06-11T16:55:00.007-04:00

Sometimes it's great to get unsolicited feedback and/or criticism. An outside pair of eyes can be very helpful in assessing your strengths and weaknesses, especially when it comes to customer service. But problems can arise when advice is accepted from a source that isn't very good. Let me illustrate this point with a true story:

Jack is the house manager at a theater. Much of his time is spent dealing with customers who are never shy about sharing their opinions. One day at intermission, an obviously upset woman approached him.

"The theater is too dark," she declared with venom. "I can't see anything. I know you like these artsy performances but you're putting on a show in the dark."

Jack looked at the woman and paused before saying, "Ma'am, do you know that you're wearing sunglasses."

The woman stared at Jack for a moment and then turned and walked away without a word.

It's easy to give advice and feedback. That doesn't mean that you should accept it from all sources. It's too easy to let bad advice impact you negatively.

Don’t Treat Your Customers Like Gym Members

2009-06-09T18:57:00.003-04:00

Imagine that you go to look at a gym. You’re taken around by staff, shown all of the great features, and are made to feel special. They you sign up and before long you notice that something has changed in the relationship. You’re surprised to realize that once you sign on the dotted line, the gym doesn’t care about you.

While this isn’t true for all fitness facilities, most are based on a business model that’s all about getting new customers. They want to sign you up, get any initiation fee, and take your dues every month. The gym would love it if you stopped coming but kept paying your membership.

You’re never asked for your opinion or suggestions for the facility. As a loyal customer, you never receive any special treatment. Management doesn’t care if equipment gets worn down or the locker rooms aren’t as clean as they used to be. They’re happy to take your money every month and they’re betting that you won’t leave. Why do you stay? Because getting out of your contract is a complicated process, you still want to make good on your fitness commitment, and there’s no other gyms nearby.

That is until a new gym opens in town. Then you start to see a mass exodus to the new place. Suddenly you may see the old gym get a bit of a facelift with things like balloons. New membership offers will be promoted as a way to pull in more more members. But as a current member, you’re not getting anything new or better out of the situation. So why should you stay?

A lot of businesses treat their customers like gym members. Don’t forget the people who helped make your business what it is and instead only focus on getting new customers. People will stay loyal to a place that they feel cares about them. But if you take them for granted, they’ll run to the next new thing in town.

When was the last time you reached out to a longtime customer and told them that they are appreciated? Do you ever go to them for advice or guidance? Do you communicate with them about exciting products and services that are coming in the future or is your only contact with them, a monthly bill?

In this economy, relationships matter more than ever. If you treat your customers like a dumbbell, then don’t be surprised if they drop you.

Change At Hand...

2009-06-07T10:48:00.007-04:00

A lot of people talk about making positive changes in their personal or professional lives but things never get beyond the, "wishing," stage. In some cases the problem is that you've become too comfortable with the status quo. Perhaps your "change muscles" have gotten a bit flabby.

In this case it's good to try to stretch your ability to change in a small way before you take on a big challenge. This could be as simple as getting out of bed on the opposite side (provided it doesn't disrupt anyone who might be sleeping next to you), taking the stairs instead of the elevator, or going to bed 15 minutes earlier (do you know anyone who says they aren't tired). The goal is to introduce a new behavior and stick with it for a month. Many studies have found that it takes 30 days for something to be become a habit.

For me, a small change came courtesy of a pinched nerve in my right arm. This was one of those nagging injuries that takes a long time to heal. It was very painful for me to use my right hand for things like using a computer mouse. Since I have to use a computer a lot, I was miserable.

Then one day I realized something very important: I have two hands. Why not use my left hand to control the mouse. Sounds easy but it's a challenge when you're right handed. Even though I positioned the mouse near my left hand, at first I would reach across my body with my right hand to use it. While it took some getting used to, over time, my brain made the adjustment. Today my nerves are fully healed and I can use a mouse easily with both hands but mainly use my left one.

By successfully making a small change in my life, I feel more prepared for changes in the workplace or at home. Let's face it, workplace stress is usually tied to some kind of unexpected change. Sure, there will still be moments when you fear the unknown but you'll have the confidence in your ability to try and succeed at new things.

The Best Advice You Forgot....

2009-06-04T19:40:00.006-04:00

At some point, asking for advice has become seen as a sign of weakness. How many times have we needed directions, instructions on a process, or physical assistance but have stayed silent?

The funny thing is that unless you're asking for money, most people will usually give you assistance without a second thought. For a funny story about the consequences of not asking for help, while driving, take a look at this video clip.

(If you can't see the clip, click here: )

This was a fun example of improper communication and I still laugh, thinking about how that turn signal received so little use. I mean, it must still be, "factory fresh."

Not also asking people for help also denies them the chance to play the role of a hero. Everyone likes to be the hero every once in a while as it's cool to know that our skills and expertise are in demand.

At a time when workplace stress is growing, are you asking for help when you need it? In other words, are you refusing to address a problem? Is that a smart decision in this economy?

10 Days Until the End of TV?

2009-06-02T21:44:00.006-04:00

Remember back in February when the big switch to a digital TV signal was delayed? At the time we were told that the nation was not prepared for the switch. The potential crisis was painted with broad strokes. Beyond being unable to watch Desperate Housewives, countless household would be unable to receive emergency bulletins (that is of course if you forget the invention of the radio).

Now we're fast approaching June 10, the new day for the signal switch. Is America more prepared for the change? I have no idea. Apparently more people have received coupons that help pay for the cost of a digital signal converter. But apparently digital TV signals don't travel as far as analog ones. So some may be surprised when their reception isn't as clear in a few weeks. Either way, I have a feeling that our nation will weather the coming storm.

The change, like many, is a matter of perception. Some will see the change as a sign of the end of the world. Others may treat it as a message that they should cut back on their television viewership. But it is a change that we can't avoid and in most of these cases, it's not worth worrying about it too much. Something tells me we'll all be fine.

Anticipation & Airplanes

2009-05-31T11:00:00.005-04:00

Imagine that you're in an airport. You've just given your boarding pass to the gate agent and you enter the jetway. I've noticed that everyone then does the same thing: They walk really quickly to the airplane.

But a few feet later they find themselves stopped, standing in a line to get into the plane. They're slowed by the narrow aisle and people putting stuff in the overhead area.

No matter where I've been I've noticed the same thing. People stand in one line and then rush to stand in another. The only difference is that you usually can't see the second line after you've just passed through the first one. Perhaps, there's something about human nature that makes us react this way.

What's the downside? People don't like standing in line so they start to get a bit grumpy and complain a lot. If you have customers who need to spend time in multiple lines, make sure they're aware of the waiting process before they get started. People seem to deal better with waiting when they feel like they have some understanding or control over the process.

Uh-Oh Survey

2009-05-27T21:15:00.006-04:00

A new study from employment consulting company, Right Management, has found that 31 per cent of employees are not able to adapt to changes at work. The polled senior human resource professionals say this lowers job effectiveness, engagement, and productivity. Companies find themselves with higher absenteeism rates, more turnover, and falling customers loyalty. Results were as follows:

31 per cent - No, employee engagement and productivity is a major risk
43 per cent - Somewhat, our workforce gets the job done, but morale suffers
26 per cent - Yes, our workforce is very agile and responds to new challenges

In this economy, workers are constantly challenged to do more with less. That's a change that's not going away anytime soon. But often employers neglect to explain the reason for the change and how it fits into the big picture. This communication is key to keeping a workforce focused on the goals of the organization. The unknown becomes a lot less frightening when it's understood.

A Lesson from the Laundromat

2009-05-25T21:37:00.010-04:00

For many years, my life revolved around the weekly collection of quarters. The change was needed to feed laundry machines. Most of the time, a laundry room was just a few steps from my home. But at one stop, I had to wait a few weeks before a washing machine was installed in my unit. That sent me to a nearby laundromat.

The place was what you would expect. It was managed by an old guy who was always sitting in a well worn chair. Although I never saw him move from his seat, he must have been the one who updated the marker board which held the laundry tip of the day.

I'd always took a look at the tip while waiting for my clothes to dry. It's always good to learn from an expert. But after a few weeks, I made an important discovery: No matter what the laundry problem was, the solution always was, "Make a paste with Tide and water. Rub it into your clothes." If you'd seen the tip once, you'd gotten everything you ever would from it.

Some people may be experts in their field but that may not mean that their advice is worth much to you. True expertise makes you think differently about a problem and consider new solutions.

Buttons and Zippers

2009-05-22T11:02:00.008-04:00

When it comes to communication, most people fall into two groups: buttons and zippers. Both of them do the same thing but accomplish it in a very different way. The problem is that buttons and zippers each think that their way of fastening (or communicating) is best. After all, you rarely see buttons and zippers in the same area on the same piece of clothing.

Buttons have a very close communication style. They like to talk directly to people.

Zippers believe that communication works best when it's at a distance. They love to send emails rather than talk in person.

Buttons like to talk a lot. If they have a thought, they're going to verbalize it.

Zippers tend to be more internal. They only speak after they've given their words careful consideration.

Buttons write long emails. They want to make sure all the facts are out on the table.

Zippers feel that emails should be direct and to the point. They feel information is on a need to know basis.

These are just some of the differences between buttons and zippers. The problem is that often one group doesn't know that the other exists. For example, a button is surprised when a zipper doesn't act like a button. This causes the two groups to frequently come in conflict with one another.

So are you a button or a zipper?

Flying Through the Air With the Door Open

2009-05-20T17:22:00.006-04:00

At one TV station where I worked, I occasionally was able to report from the news helicopter. It was pretty cool having a chance to see an area from a bird's eye view. This was years before budget cuts hit the news business and the helicopter was seen as a way to make viewers fall in love with our station and literally drop their remotes. There was just one problem: I'm afraid of heights. Or more specifically, I'm afraid of falling to my death.

Over time I learned to get more comfortable in the air. I thought as my assignments as free helicopter rides where I had to do a little bit of reporting. After all, people pay big bucks to go up in the air. But one day my courage was put to the test and I learned a valuable lesson.

Helicopters vibrate a lot while flying and sometimes that does some strange things. Like vibrate open the door that I'm sitting next to, while we are in flight. Suddenly, despite the fact that I'm wearing a seatbelt, I no longer feel like I'm inside a protective cocoon. In my mind, I'm inches from falling to my death. The pilot noticed the open door and calmly told me to reach out and close it, like I would in a car... on the ground. So I'm trying to reach the door with as little movement as possible and am failing miserably.

Luckily, the news photographer, who was sitting behind me, had a bit more courage. He easily reached out and pulled the door shut. My nightmare was over.

Here's the point: We all have strengths and weaknesses. It's very likely that someone else can help us with our imperfections. The trick is to swallow your pride and not be afraid to ask for help.

"Quitting Is Not An Option"

2009-05-18T17:13:00.006-04:00

I often talk to audiences about having the courage to make changes in your life. Perhaps one of the best examples of that philosophy passed away last week. You may have heard reports of Wayman Tisdale's death after a battle with cancer. Tisdale, who was in his mid 40s, was known to many as a basketball player, a musician, and an inspiration to those who are fighting cancer.

For more on this man's journey, watch this video:

(If you can't see the embedded clip, follow this link: http://www.youtube.com/watch?v=EZ4DaBVn4Uk)

This is a great reminder that our lives frequently include various acts, both good and bad. The challenge is, through it all, to stay true to yourself, have a hunger for trying new things, and enjoy the ride, no matter where it may take you.

Over Engineered & Under Thought

2009-05-14T17:21:00.005-04:00

Recently I looked at my remote control instead of my TV. I noticed how some buttons are well worn from repeated use. But on one of the top rows, I noticed a rather new looking button. It features the symbol of an asterisk. I then found the instruction manual where I tried to find out the button's function. I was surprised to read: "This button is not available."

Evidently the creators of the device decided to place a nonfunctioning button prominently on the keypad. That's a bit weird as there is an expectation that a button must do something.

In other areas of life we see similar things. Ever been told about a daily special at a restaurant, order it, and then be told there's no more available. Perhaps you've bought a ticket for a movie but when you get in the theater, the only seats available are in the front row. Or you've gone to a 24 hour pharmacy at 2 a.m. only to find that the convenience is outweighed by the fact that the place is massively understaffed.

It's good to deliver a product or service that creates anticipation. But it's equally important to make sure the expectation of quality is met.

Changing a Habit

2009-05-12T17:20:00.003-04:00

My home has a fence around it and in order to get in, you have to do through a gate. Over time, that had become progressively more challenging as the wood door seemed to have warped. In order to open the gate, I'd have to do an acrobatic move with both of my hands to simultaneously pull the door up and over the the left.

This created problems when you'd have your hands full of groceries or you wanted to race in during a rainstorm.

Eventually, I decided to address the problem so I put on my handyman hat. Ten minutes later, I had moved the latch down about half an inch and the door now opens perfectly.

The funny thing is that it took me a while to remember that I didn't need to open the door the old way anymore. This is classic example of becoming numb to a problem and conditioning yourself to accept a less than desirable situation. I've heard that it takes about 30 days to form a new habit. That's about the amount of time it took for me to remember how to normally open the gate.

There Are No Secrets, Only Links...

2009-05-09T23:25:00.006-04:00

Has it happened to you yet? You're going about your day when someone makes a remark that surprises you:

"Did you enjoy your trip to Disney with the your grandkids?"

You're not sure how they can know this about you. You hadn't mentioned your trip to them and yet they seem to know all sorts of details about it. Were they spying on you? No. Instead, someone has learned about you through online resources. Nowadays, privacy isn't what it used to be.

It can be as simple as posting a picture on Facebook. Someone in your network makes a comment about it and then the picture is visible to everyone in their network. Before long, your family vacation is known to a whole bunch of people!

The world has changed. Anything about you could be shared online. Is this a bad thing? I think it's mixed bag. Using services like, LinkedIn, a college graduate could network his or her way to a new job. But if that student has pictures on the web of doing a keg stand at a party, then that job offer might disappear.

Think about the image you want to project in cyberspace. Perhaps on this Mother's Day, the best rule to keep in mind is whether you'd be embarrassed to have your mother see any of your online adventures. If so, you may want to be less public in your online life.

You Know You're Good When...

2009-05-06T20:16:00.005-04:00

Imagine being so good at so one thing that it's nearly impossible to duplicate. That's what the creators of the movie, "The Blues Brothers," discovered while working with Aretha Franklin and James Brown.

Both artists have singing roles in the 1980 comedy, which also could be described as musical. From the special features on the film's DVD, I learned that both Franklin and Brown had a very tough time lip synching their songs. This is critical while making a movie as the singing is typcially recorded separately in a studio and later matched up with the pictures on screen. The editor can then choose from multiple angles while keeping the singing consistent.

But Franklin and Brown were anything but. Apparently, neither was very good at lip synching because they never sing the same song the same way twice. Think about that. Every time they sing, they add something to their music depending on their mood, the crowd, or the moment. It's second nature to them and neither could change the way they perform.

So the producers had to do some creative editing with Franklin's song so that her lips matched up her voice. By the time he shot James Brown's song, the director decided to record the live singing and then match up everything else. It was an unconventional choice but one that ultimately worked.

So many of us follow the same routine that requires us to repeat tasks over and over again. Perhaps we should take some inspiration from the Queen and Ambassador of Soul to treat every time we do it as if it was the first time.

Are You the Exception or the Rule?

2009-05-04T15:00:00.003-04:00

I recently read an article about study that stated that 94% of the respondents say they've worked with "toxic people." This designation covered all sorts of bad workplace behaviors from laziness to anger. Normally I'd provide a link to the study but to get that info, you have to buy a book by the authors of the study. No thanks.

Nevertheless, the study got me to thinking about how we perceive others and ourselves. If almost all of the people surveyed complain about toxic people, there's a good chance that some of those people (doing the complaining) are themselves, toxic. Very often there's a disconnect between stated behavior and actual behavior.

For instance, it's easy to speak out against speeding. You wouldn't want someone driving recklessly near your family. But if you're running late for an event, it's easy to find yourself driving well over the limit. And most smokers don't think of themselves as litterers but when it comes time to get rid of their butt, a lot of them end up on the ground and not in an ashtray.

Perhaps the next time you condemn a behavior in others, it's important to consider if it's something you practice. A society of professional complainers will contribute little to the world, other than noise.

Social Media & Nonprofits Survey

2009-05-01T10:00:00.005-04:00

A new survey finds that more and more nonprofits are embracing social media, although many admit they need help. The research comes from the just released Nonprofit Social Network survey, which can be downloaded here. Close to 1,000 nonprofits of different sizes, budgets, and missions were polled (from 2/20/09 - 4/15/09) about their use of online social networking tools.

Facebook is the most popular tool, with about 75% usage. Next came YouTube and Twitter.

80% of the organizations have a staff member spend a quarter of their time on social media work.
40% have allocated funds for the effort.
55% plan to increase social media staffing.

Another trend shows that nonprofit leaders want to make their time spent on social media more productive. But 44% say they are being held back by a lack of expertise. As a result, 27% say getting additional training would make better achieve their goals.
To immediately improve your social media skills, take advantage of the learning tools on my Resources page at Social Media Nonprofits.

Make a Power Introduction

2009-04-29T15:21:00.004-04:00

When you meet someone for the first time, it's very common to be asked the question, "What do you do?" I've noticed that it tends to produce dull answers. Some will say something that's immediately forgettable, like, "I do sales stuff."

That's not very good self-promotion. Would a baker say, "I make food." No, he or she would respond with something like, "I make the most amazing chocolate chip cookies that melt in your mouth and make you reach for the nearest glass of milk."

I've learned from branding experts that it's best to describe yourself in terms of what you can do for others. For example, "I help companies boost their profits through time management." That's much more powerful than saying, "I'm a consultant." The goal is to give people a taste of what you do and then be quiet. I'm suggesting silence because what you really want is to give the other person a chance to ask you a question that allows you to talk more about your expertise. If you talk non-stop, the other person will tune you out.

Avoid just saying a title as most are easily forgettable and don't really tell what you may do. I know some people with fantastic jobs but dull titles. Plus a title doesn't communicate passion for your work.

If you're on the other side of this conversation, ask the person a question about his or her work. It's a great way to build rapport with someone new.

Singing the Swine Flu Blues

2009-04-27T17:28:00.005-04:00

I've been following the various reports of a swine flu outbreak. The information about the situation either suggests that it's a sign of the end of the world or maybe you should just wash your hands a little more.

Part of the problem appears to be a disagreement among various governments and health agencies about the outbreak. It sounds like the Obama administration wants people not to worry, while reacting as if the flu is going to become a big problem. Part of this may be a chance to evaluate our country's response to a pandemic but it does seem to be a bit of a mixed message.

Images play a big role in our perception of this situation. No matter how reassuring a message we receive from an expert, the sight of people walking around with surgical masks covering their faces, strikes a cord of fear inside.

Other than having watched a few episodes of House and ER, my medical knowledge is limited. I hope the swine flu does not claim many lives. But I fear that the panic related to the news of a potential pandemic may be worse than the flu itself.

Excerpt from: 5 Reasons Why Your Social Marketing Strategy Fails

2009-04-22T15:27:00.006-04:00

You were excited about tools like YouTube, Facebook, and Twitter. But your efforts have only produced online cobwebs and tumbleweed. Now you're frustrated and ready to swear off social networking for good. Don't let that happen because social media is tool that can boost brand awareness, bring in new supporters, and rally followers. Did you treat social media like a New Year's Resolution? You were excited about it at first but then your enthusiasm started to fade when you didn't see instant results. An effective online strategy requires a lot of planning, patience, and persistence. Here are some common mistakes you need to avoid:

People Don't Know About You: You've signed up for social media sites and expect people to magically appear and become your followers. "If you build it, they will come," only works in Iowa cornfields. From business cards to brochures to email signatures, you need to list all of the sites where you have a presence. Every opportunity you have, you need to let people know that they can find out more about your organization by visiting your Facebook, MySpace, or YouTube pages. Social media does not reward the shy.

Not Enough Or Any Updates: You've successful directed people to your pages but there's no reason for people to ever come back. The problem is that you don't provide a steady stream of updates. This happens a lot for organizations that rely on traditional marketing tools quarterly newsletters. But online, you can't update your supporters and fans every three months. That's the kiss of death. Instead you need to provide regular updates. Make a commitment to a schedule of updates and then stick to it. This can be news from your organization, pictures, or comments on national news stories. These updates don't need to be very long but they should tell people something they didn't know about your organization. You're goal is to be the most interesting person at a party, who always has a good story and never outstays his or her welcome.

You Ignore Daily Opportunities: If you do anything of interest, you need to capture the moment with a digital camera or video recorder. Within a few hours, you need to post your photos or videos and tell people to log on to see them. Don't let pictures become leftovers that no one wants to eat. Serve them up while they're still fresh in their minds.

To view the rest of this article, click here and then go to the bottom of the page.

Newspapers and Communication

2009-04-20T10:04:00.007-04:00

As a former journalist, it's with sadness that I've followed the erosion of the newspaper industry. Perhaps I feel like those who watched the horse and buggy industry vanish as a result of the invention of the automobile. (There's a great blog about the daily struggles of newspapers and it's called, Newspaper Deathwatch.)

Here are a few disturbing trends I've noticed in newspapers recently:

There's simply less news being covered. This is to be expected with staff cuts but it doesn't position newspapers as a valuable community resource to have fewer stories. Instead, I see a lot of syndicated stories. In some cases, it makes sense to carry a story from another community (like news from Washington DC). But does the use of too many syndicated stories promote your local paper as being a local paper or merely a distributor of national information? That's something the Internet does very well.

I see too many press releases that are reproduced word for word. This is lazy journalism. I was taught that you should always call the creator of the press release to ask at least a question or two. Then you should rewrite the release to put it in your own words. Right now, no facts are being checked. The release is simply being accepted as news. What value does a paper have if all it does is reproduce a document that's featured on a company's website?

A lot of papers have redesigned their layouts but weakened their voice. They feature the kind of big headlines and pictures we used to see only after a war or a disaster. While the bold graphics may catch the eye, why do I feel that their creation is more about hiding the fact that there's less news by making the featured stories cover more inches on the page.

Right now newspapers are trying to reinvent themselves while at the same time dramatically cutting costs. I'm doubtful that this is the right mix for an industry that needs to be embraced by local communities in order to survive..

The Lessons of Dreams

2009-04-16T07:44:00.000-04:00

At a recent writing class, I was told to come up with either the first or the last line of a short story. Here are a few I created:

With the taste of cheap wine and cheddar cheese still in her mouth, Susan realized that the party had no escape hatch.

Kyle was willing to surrender the much coveted right side of the bed to the woman of his dreams.

Never again would Fido destroy another couch cushion, Rebecca thought, as she marched the dog into the Korean restaurant.

I found this to be a fun exercise. But here's the catch: I was in the class in a dream. I've never been in this kind of class in real life. While asleep our brains can come up with some wonderful idea. The challenge is making sure that you capture them as soon as you wake up. Otherwise, they'll likely be forgotten during the day.

That's why I always try to have a pen and paper close to my bed, so if I think of something interesting while asleep, I can write it down ASAP. Some people do the same thing with tape recorders. The trick is to make sure that you can later interpret what you wrote down or said as you may not be entirely conscious when you make the note!

Overwhelmed By Change? Watch an Old Movie.

2009-04-14T08:21:00.000-04:00

Movies are great things to study because they not only tell us a story but also tell us about the values, dreams, and shortcomings of the time when they were made.

Check out a film from 20 years ago. Pay attention to the music, the fashion, and the pacing. Sometimes, you'll laugh as I do when I see people doing things like talking on enormous cell phones. You may also interpret the film differently because you're watching it at a different point in you life. Suddenly, you may have new insight into a character's motivations.

The goal is to realize that not that long ago, things were much different. But since we experience life in a day to day fashion, we don't notice these changes and shifts in our lives. People are actually quite flexible in how they can change and deal with new challenges. To paraphrase the popular ad: "We've come a long way, baby."

The global economic slowdown has produced a ton of unexpected changes and and challenges. Remember that you are not new to living with the unknown. You've probably experienced more of it than you think.

Religious Branding?

2009-04-11T20:42:00.001-04:00

I've been a part of the Volunteer Income Tax Assistance program this tax season. I've helped out some people, learned a lot about taxes, and noticed something interesting when it comes to "religious branding."

When a client is itemizing their deductions, I'll check to see if he or she made any charitable contributions. I'll find out that the client did give to their place of worship. They know the amount they gave. As I'm entering in the information, I'll ask for the name of the place of worship.

"Uh, let me think about it. I'm not sure," is usually the response I get. I'm sure that the client did make the gift but it's funny that they can't remember the name right away. Often after a minute or two, it comes back to them.

Perhaps this is a case of people knowing what a place does but not knowing what it is named. For religious institutions, this may not be a problem but for a business, it's bad news.

Passover Trivia and History at the White House

2009-04-08T22:27:00.000-04:00

I was very interested to hear that in Washington DC, the Obamas will host the first ever Passover Seder at the White House. It's a nice gesture and I hope it encourages everyone to learn a little more about this holiday, which celebrates events from more than 3,000 years ago.

While attending a Seder tonight I picked up an interesting piece of Passover trivia. The original group of Jews who moved to Egypt was only made up of about 75 people. For many years, relations were very good between them and the Egyptians. About 400 years later, things had changed for the worse and the Jewish population found itself enslaved. Those events resulted in Moses leading the Jewish people out of Egypt. Do you know how large that group had grown to be? Historians now estimate it to have been about 2,000,000 people.

Imagine such a large population having to immediately leave their homes and everything that was familiar and go into the desert for an unknown future. Keep this in mind then next time you feel nervous about some kind of change in your life.

Free Throws and Business Woes

2009-04-03T10:01:00.000-04:00

I've been enjoying the NCAA basketball tournament. I'm always fascinated how players react in pressure situations, especially those at the end of the game. Imagine having to make a free throw in a tie game with thousands of people screaming at you.

The way to do it is through a routine. Coaches have players practice their free throw shooting endlessly and have the players follow the same shooting routine. It can be as simple as bouncing the ball three times, pulling the ball up, and then releasing it toward the basket. The idea is to make the shot second nature. It's the same shot whether it's in a high school gym or in front of a TV audience of millions. The goal is to have the routine neutralize any outside distractions.

How many of us have similar routines or processes in place for tense or busy times in our businesses? Are you prepared to handle an unexpected rush of customers? Will your team lose focus or continue to deliver a high quality of service. Pressure has a way of either bringing out the best or worst in people. Through careful practice and preparation, you an separate your organization by keeping your cool when the pressure it on. Swish!

Are You Hearing & Solving Problems?

2009-03-30T19:29:00.000-04:00

Imagine you have a business that's hard to find. Your staff doesn't give directions over the phone and you don't list directions on your website. And you know that online services like Mapquest send people to the wrong location. When a customer complains about not being able to find the business, staff offers no solution other than to tell them that they shouldn't trust Mapquest.

This is a classic example of a business being defined by a weakness. So often complaints like, "I can't find you," are dismissed without any effort being made to find a solution. The status quo will result in upset customers arriving at your doorstep after being lost. And simply acknowledging the customer's pain isn't enough.

Instead, you need to listen to the complaint and take action, especially if you hear the same complaint multiple times. In my scenario, the business could put a map and detailed directions on its website in advertisements, have staff give directions over the phone (even if the customer doesn't ask for them), and list the information on the back of its business cards.

Or maybe the business shouldn't change anything. Unhappy customers are sure to come back...

Is Talent Enough?

2009-03-27T17:39:00.001-04:00

I recently read an article about professional baseball player, Tim Lincecum. The San Francisco Giants pitcher is coming off his first full season in the majors, one that saw him win the Cy Young Award as well as lead the league in strikeouts.

This is phenomenal success for a young player but I was surprised that the article included several quotes where Lincecum talks about not doing much to warm up his arm, hardly stretches, and doesn't ice his arm after games. These are all time honored practices for pitchers. Perhaps the 24 year old is a true physical freak who can pitch more than 100 mph without any of the usual wear and tear on his arm.

But will he be the exception. This may be a case of a someone who relies too much on talent. I've heard countless older athletes (by older I mean late 30s), who talk of relying too much on physical skills when they were younger, instead of learning the mental side of the game. They admit had they combined the two at an earlier age, they would have been more successful.

Very often I've see people who have a talent but never look to develop beyond it. Talent only takes you so far. The desire to improve ultimately trumps talent in that there is a ceiling in terms of how good you can be with just your natural abilities. The same principle applies in the office as it does the athletic field.

Take some time to think what you naturally do well. Now imagine if that talent magically disappeared, what would you do? Perhaps the true greats see talent as a starting point for a never ending journey of self improvement.

Tooth Delay

2009-03-24T10:12:00.000-04:00

My mouth is numb from having a cavity refilled this morning. But it sounds like dentists are in more pain than their patients.

From a unscientific survey that covered several practices, I've learned that many people are putting off dental appointments as a way to save money during the recession. Offices are trying to combat this by actively calling patients, reminding them that it's time for a checkup.

While I understand the need to save some cash, delaying a checkup could result in future discomfort and a big repair bill later on.

For those who are going to the dentist on your regular schedule, be prepared to be pitched a variety of "extra" services like teeth whitening. Before you agree to any procedures, make sure to check whether your insurance will cover the work.

Does Your Change Produce Change?

2009-03-22T11:25:00.000-04:00

More and more, busy intersections are becoming ground zero for nonprofit fundraising. I see lots of people wearing t-shirts from agencies, waving donation buckets at cars from the left turn lanes. I have no idea how much these campaigns bring in but I'm doubtful about their long term production.

Many watched as President Obama raised a huge amount of money through small donations and perhaps that's given hope to nonprofits that are dealing with vanishing corporate and donor support. But in the President's case, you were joining a movement where it was easy to learn information about it and feel that your gift was making a difference.

What I've noticed are people seeing that a group supports something that they like, such as children, and then they pull out their wallets and toss a few bucks into the donation bucket before they drive away. There's no opportunity for a dialogue that could lead to further involvement or greater support. It's as heartfelt as paying a highway toll.

This kind of transaction also gives the donor the idea that he or she has done their part for the cause. "Mission accomplished," they may say as they drive away, thinking their charity for the year is done. But some spare change or a few dollars won't make much of a difference. Sure they may provide a short term boost to the organization but then what? The group has done nothing to differentiate itself from the competition, which will be on the same street the next week.

I worry about the volunteers who stand in busy intersections, where they are at risk of being hit by distracted drivers. I worry about the drivers who give to charities on the streets without knowing how much of the gift actually helps people or pays for administrative costs (can't list these donation as a tax deduction either). Most of all I'm worried about those who need help, who may find themselves short changed by a quick grab for cash, instead of a thought out donor outreach and fundraising program.

Face Marketing

2009-03-19T13:02:00.000-04:00

While at a recent conference, a friend of mine noticed something unusual.

"None of the servers are smiling," she said.

I looked around and she was right. It looked like the entire staff was in serious need of anti-depressants.

"It was the same thing this morning at the coffee shop," she added.

Keep in mind that this was happening at a high end, well known hotel. Perhaps under a new policy, smiles now cost extra.

But all kidding aside, the lack of smiles from the staff affected the mood of the entire room. A simple change of expression doesn't cost anything and yet can play a huge role in building rapport with customers. And a time when there are so many negatives in the world, some positive energy could really add to your environment.

A well known saying is, "Never let them see you sweat." Perhaps it should be changed to, "Always let them see you smile."

When Branding Goes Bad...

2009-03-17T09:33:00.000-04:00

I just heard a bizarre branding decision. Cable TV's Sci Fi channel will soon be changing its name to, "Syfy." Apparently the suits at NBC Universal, which owns the science fiction themed network, feel the switch will appeal to a hip new audience. Their feeling is that the more phonetic spelling will seem less geeky and more mainstream chic.

The funny thing is that the executives boast that this is all part of a rebranding strategy where more than 300 names were considered. I'd love to see what other gems were on that list.

A brand is a piece of real estate that a company owns in your brain. It's what the consumer thinks of you. Successful branding is about more than just a catchy name. If a network delivers good programs, it will find an audience, no matter what it's called.

An Undermined Expert

2009-03-12T07:59:00.000-04:00

I create online presentations and I was excited recently to be able to attend a webinar that would focus on new ways to add animation to my segments. The presenter obviously knew his stuff as he had sent out an impressive preview clip of what he's able to do with programs like Powerpoint.

But during the webinar he lost all credibility. Why? After a few minutes it was obvious that he had never practiced his talk with the webinar system. So he was talking about slides that didn't appear at the correct time. Then he would be silent for long stretches as he tried to figure out what he was doing wrong. Later he had a coughing spasm and didn't have any water nearby, which is something any speaker needs to have handy.

In the end, a guy who may know a lot about one type of technology was undermined by another. His poor performance convinced me to never hire the guy.

Giving effective presenations requires practice. Don't be undermined by a poor understand of the technology you'll have to use to get your message out.

Daylight Sleepy Time

2009-03-10T07:42:00.000-04:00

Like many at my 5:45 a.m. exercise class, I find myself struggling with our recent switch to Daylight Savings Time. The challenge of a good workout should not be to keep your eyes open. It's funny in that I know the switch is coming every year, try to prepare for it, and yet walk around like a zombie for the first few days of the change.

Perhaps the problem is one of anticipation. I'm reminded of when a doctor tells you that a shot is going to hurt. While it does hurt, the anticipation and escalating anxiety of the pain is usually worse than the actual shot. Some clever nurses would take a different approach. They would start a conversation with you and poke you with the shot without warning. Sure, this was sneaky but it kept your mind from worrying too much about what was to come.

Daylight Savings Time is like many problems we face. It's temporary, not that big of a deal, and a challenge that is best overcome by not focusing on it too much.

Presentation Preparation

2009-03-08T16:21:00.000-04:00

When I deliver a speech, I want it to be informative, entertaining, and something people will continue to think about for days. Right now, I'm preparing for an upcoming presentation so I'm revisiting my material to see if it's still relevant. Lately, I've been adding a lot more elements about dealing with unexpected change. Our economy has provided a lot of it in the past year and I know it's produced a lot of anxiety. While I'm not an economist, I am an expert at taking a negative and turning it into a positive and I think audiences will appreciate my experience.

Next, I need to figure out the best way to convey the information. If all you talk about are facts and figures, you'll likely lose your audience very quickly. Facts are good but you need to mix them in with stories, quotes, and audience engagement exercises. It's all about creating a connection with the crowd, making sure they know that you've got something important to tell them.

And while a good speech appears effortless, a lot of practice goes into it before you say your first word to your audience. Here's a short video of my practicing just ten seconds of my hour long talk:

(If you can't see the clip, go to: http://www.youtube.com/watch?v=ZGG3CyxWbqM)

These ten seconds come about a minute into my talk and I want them to catch the audience's attention. I want them to know that my speech won't be like all of the others they've seen before.

When it comes together, a moment like this may seem spontaneous but actually is the product of hours of rehearsal. And it's worth every minute.

Beware of Recession Opportunists

2009-03-05T09:40:00.000-05:00

With economic woes receiving a lot of publicity, I've noticed a lot of self-proclaimed experts emerging with solutions that can pump up your finances.

Some are for your typical get rich quick schemes, which rarely work. Put these in the "too good to be true file." Others provide tips on saving money. These can also be a slippery slope. For instance, coupons can save you money but in many cases people end up buying more than normal because they have a coupon.

Another example I heard on the radio. It was a advertisement for a bank which contained a financial tip. The announcer talked about how you can save big bucks by bringing your lunch to work every day. The savings was estimated at $5 a day which over a year would become $1,200. That's a nice amount. Or is it?

My problem with the ad is that it doesn't take into account that brining a lunch from home isn't cost free. You still have to pay for the food you bring. Sure, it will most likely be less than eating out but unless you give up eating lunch, you still have to spend some money on the food. So while brown bagging can save you money (and help you control calories) it's not a free lunch.

Instead of making me appreciate the bank's advice, I'm a bit suspicious of an institution that can't properly estimate something as simple as the savings you'll have if you bring your lunch from home. Needless to say, I'm not opening an account there.

Do Not Mummify Yourself

2009-03-02T19:19:00.000-05:00

You may remember a few months ago, I wrote about a funny sign I saw in the bathroom at a Disney Theme park. Now one of my friends has tipped me off to another unusual sign in the men's changing room at a gym (Ladies, I'm sure there are many fascinating signs to be found in your respective areas... feel free to forward them to me.).

The sign read: Due to the shortage of paper towels, patrons are asked not to use paper towels to dry off after a shower. You have been warned. Violators will be expelled from the gym.

As someone who's run a business, I can understand the frustration at seeing paper products disappear quickly. And yes, little costs can add up. But in the big picture, what does this sign say about the business? To me it reeks of poor management. If I was a customer there, I'd have an expectation of paper towels. I want them there when I need them. I don't want to be involved in the process of stocking or conserving them. That's the owner's responsibility.

To be more proactive, I would buy some towels and put up a sign that says: Forget your towel? Buy one at the front desk. In this instance you've provided a solution to a potential problem.

If there's a specific violator who walks through the gym wrapped like a mummy with paper towels then you have to decide whether you should tolerate the behavior or kick them out of the gym. But don't bore your other customers with the problem. An effective manager takes care of small problems and doesn't share them with the customer base. Save public pronouncements for the really big stuff.

Rye Me?

2009-02-28T17:37:00.000-05:00

While I don't often use the phrase, "unfortunate bread experience," I had one recently, courtesy of a nearby grocery store. I had bought a loaf of wheat bread that made me stop chewing when I bit into it. The bread wasn't stale but rather tasted a lot less, "wheaty" than usual. It looked a bit pale too.

Shortly after my meal, I looked up the store online and sent in a customer communication. I mentioned that I had enjoyed the bread in the past, wondered if something had happened to change its receipe, and mentioned if the change was permanent, then I probably would not buy the product again.

The next day I received a reply to my email. I was asked to give some more information about the product and the store where I bought it. My concerns were acknowledged and I was also told that I would be sent a $3 coupon for anything in the store. While still disappointed about the bread, I was back to feeling like a satisfied customer.

This approach to customer service made me realize that it's not always about solving a problem but listening to the complaint. Most people just want to know that their concerns are being heard. The store didn't try to defend its product or suggest that my tastebuds were the problem. Instead the focus was on making sure that I would remain a customer in the future.

Beware of Coincidences

2009-02-25T10:10:00.000-05:00

Recently I've had two problems in my office. I can't find a flash drive and my printer keeps printing things off center. I'm a pretty organized person so it was with a heavy heart that I was prepared to say goodbye to my lost data and go buy a new printer.

This wasn't an easy decision as I had searched everywhere for the lost flash drive and searched endlessly for a paper jam. Then I released that the two unexpected problems might be related. On a whim, I flipped my printer upside down. To my surprise, out popped the flash drive. I now have it and a working printer. While I'm not sure how the two became entangled, I'm glad that I was able to realize that two unrelated problems were actually very related.

Memorable Oscar Speeches

2009-02-23T16:15:00.000-05:00

I enjoyed watching the Academy Awards last night. I do get a little stressed out watching the winners give their acceptance speeches, especially if they're going over their allotted time. In the past, it seemed like some performers would literally be shooed off the stage, either by music or camera shots.

Thankfully that didn't seem to happen last night but I did notice that most speeches tend to fall into three groups. Either the winner says something about the part or their past, thanks specific people, or does a combination of both. Now, think which speeches you remember? Were they any of the ones that featured a laundry list of names?

Instead I remember Kate Winslet talking about holding a shampoo bottle as a child and pretending that it was the Oscar statute. I remember Philippe Petit performing a magic trick with a coin and balancing the Oscar statue on his nose. I remember several winners speaking in their native tongues to fans in their home country.

Why do people give long lists of names in their acceptance speeches? I guess because that seems to be the thing to do. But it means little to most and it's much more memorable to share a bit of yourself in your acceptance of an honor. Emotions connect people. Lists tend to bore.

Wired for Success

2009-02-22T11:21:00.000-05:00

The documentary, Man On Wire, recently came out on DVD and I highly encourage people to watch it. It's very likely the film will will an Oscar tonight. The film tells the story of a young Frenchman, Phillippe Petit, who in 1974, tightrope walked between the World Trade Towers. The stunt was illegal and extremely dangerous. If Petit had slipped, he would have fallen to his death.

Described as the artistic crime of the century, the story is told through interviews, footage from the 1970s, and recreations. Much of the style is similar to a "caper film," where the protagonist must overcome many challenges to reach a goal, like robbing a bank.

From the film I was struck by several things that can give us insight into the success process:

Concentration: Whether he's walking between the twin towers or a few feet off the ground, Petit's face is set like a mask of concentration. His focus is incredible and it's obvious that while he's very experienced at wire walking, he's very respectful of the process.

Practice: In a field in France, Petit began to simulate the conditions he would encounter in New York. He even had his friends pull the tightrope to simulate the impact of high winds and swaying buildings. At a safe height he learned what to expect when he would be a quarter of a mile up in the air.

Research: Petit and his friends painstakingly broke down all of the challenges they would face. Whether it involved smuggling in equipment into the World Trade Center or figuring out how to string a wire across the two towers, they thought of everything. It's a great example of how success rarely happens by chance and is instead the product of much hard work.

On an unrelated note, the film does not address the World Trade Center's demise on 9/11. That was probably a good decision as it doesn't really fit with the theme of chasing a dream. Still, you can't help but be moved by seeing the towers being built, erected with pieces that are remembered as all that was recognizable in a pile of ruble.

Nightmare Scenario

2009-02-18T10:10:00.001-05:00

At 2:17 in the morning, I knew I was going to fail the test. That's when I woke up from a nightmare. It was the typical, "I wasn't prepared for a test," type dream. My task involved having to summarize the events of the past year in a report and then tie them in to the National Football League. Worse yet, I was having trouble writing or finding a working keyboard (I'm sure experts on the subconscious could have a field day with this.)

I'm sure you're familiar with the sense of relief that comes when you realize that a nightmare was just a dream. That got me to thinking about how some are walking through nightmares every day, fearing something that could happen.

In my case, I can understand the fear of being unprepared for a test. But I have to admit that in all these years, I've always been well prepared for exams. So the fear is not based in any kind of reality. Therefore, based on past history, I should stop worrying about it because with the past as a predictor, that future won't happen.

This frees me up to worry about new things...like the economy.