“Stuff” Happens!
Life’s not easy! Just when things seem to be going along just fine, “stuff” happens, throwing us off course. Weather, traffic, illness, other people’s decisions or actions, the economy, accidents… What’s a person to do? There’s really only one good choice…
The real challenge in life isn’t the “stuff” of life, but how we deal with the “stuff”. The key is to let principles, the things we believe in…down deep, not our conditions or circumstances dictate our responses. The good news is that we do have a choice. In fact, next to life itself, the greatest gift any of us enjoy in this life is the freedom to choose. Unfortunately, many people give up this gift, placing it in the hands of their circumstances, surroundings, or other people to decide how they’ll respond.
Habits 2 and 3 of Stephen R. Covey’s ”7 Habits of Highly Effective People” are: (2) Begin With the End in Mind, and (3) Put First Things First. Effective people live with a clear vision of who they are and what is most important. They are principle-centered. They carry their mission in their hearts, and make decisions based on the mission or vision of who they are and who they strive to be. They respond to “stuff” based on this vision…placing even conflicting decisions (and principles) in proper order (putting first things first).
Great leaders are great because of their ability to live habits 2 and 3. Those who depend on great leaders do so out of trust and confidence in their leaders’ vision and dedication to keeping it all in proper order…unfailingly. Unfortunately, for every principle-centered person there are many more whose decisions are short-sited – based on immediate return or satisfaction – without regard for the long-term consequences.
During the the 9/11 crisis, many companies’ computer systems were disrupted. One bank in particular lost partial control over its ATM machines. The problem was that the machines couldn’t monitor the account balances, leaving open the possibility that account holders could withdraw far more than they had in their accounts. The bank had a choice – shut down the system completely, or take the risk and continue to provide service at at that difficult time. They took the risk, and sadly, there were many – the short-sited and un-principled – who cashed in on the circumstance, withdrawing many thousands more than they owned.
After all was said and done, over 4,000 people were under investigation in the “theft” of over $15 million. Contrast the above example of the un-principled, with that of the true-to-life, principle-centered hero…Ascension Franco Gonzales, an unassuming immigrant dishwasher in Los Angeles. The L.A. Times reported:
“On a lonely evening beneath the skyscrapers of downtown Los Angeles, Ascension Franco Gonzales had the kind of moment Mexican songwriters put to music and transform into myth. The ballad, or corrido, would tell the now familiar tale: how on August 27th an armored truck lurched, its back doors flipped open, and out tumbled a bag containing $203,000. And how Franco…picked it up. And how he gave it back the next morning. Franco, a boyish 23-year-old with a self-deprecating sense of humor, was waiting for a bus when the $203,000 fell to the street. “There wasn’t another soul around”.” The next morning, Franco stuffed all the money into a laundry bag and met police officers at a local park where he promptly turned the fortune over to them. He asked only one thing: “can I have my laundry bag back?”
Now the cynics of the world wouldn’t be surprised to hear Franco comment, “Everybody says I’m an idiot…” Everyone that is, but his proud mother who still lives in Mexico, and thinks he is wonderful. You see, Franco is the “vision” of a “good son”…he knows who he is, remaining true to his principles, and keeping all things in proper order and perspective regardless of circumstances. Good sons make good people…good citizens…good leaders. They are “highly effective” people.
You’ll be happy to know that Franco was rewarded, although no reward was expected, for his honesty. However, I’d be willing to bet, based on what we know about Franco, that the gleam of the $25,000 reward will have faded long before the glow of self-respect and inner peace from living his principles. Principle-centered people believe in the “always” principles of consistency and integrity. They understand that principles are not subject to ircumstances, but rather that circumstances must be subject to principles.
Yes, “stuff” happens. But the “stuff” that happens to us isn’t really all that important…it’s what happens within us that really matters. As leaders (of both yourself and others) you are many many times more effective when those you serve observe your unwavering commitment to principles and priorities…always – never depending on the circumstances. Such consistency breeds immeasurable trust and confidence, and ensures cooperation and team spirit.
So the next time “stuff” happens…
Lead on…
Cliff
Loyalty
I once read an article about [retired] General Colin Powell. In it, he described his definition of “loyalty”. He said…”When we are debating an issue, loyalty means giving me your honest opinion, whether you think I’ll like it or not. Disagreement, at this stage, stimulates me. But once a decision has been made, the debate ends. From that point on, loyalty means executing the decision as if it were your own”.
Great leaders listen. When it’s tme for action, they know how to lead the charge, but they also know that if they are to lead effectively they need the loyalty of those they lead. Loyalty comes from inviting and respecting the perspective of others whether it’s applied or not. I am reminded of an old story I heard as a child, which left an indelible impression on me and on my attitude toward others. It goes something like this: A mighty king of untold wealth had two great loves; one was hunting, the other was his prized falcon – his hunting mate and constant companion. One day hiking and hunting with his falcon in the hills near his kingdom, the king became quite thirsty, and approached a near-by stream. There he took his sterling cup and dipped it in the clear cool water and drew it to his lips. But before he could drink, the falcon dove from its soaring and knocked the cup away. Irritated and a bit surprised, the king retrieved his cup, filled it, and attempted to drink a second time. But again, the falcon swooped down and knocked his cup away. Angry now and quite thirsty, the king cursed at the bird, and warned him never to repeat this uncanny behavior. But alas, a third time the king tried to drink, and again was thwarted by his now inscrutable companion. Furious, the king drew an arrow from his quiver, set it on his bow and let it fly toward the falcon who was slowly circling just upstream; The arrow hit its mark! The king hiked up to where the slain falcon now lay- next to the stream. Suddenly he spotted a horrible sight! There, laying near the bird, half in the stream, was the carcass of a deadly poisonous snake. Instantly, the king realized, with great anguish, that all the while he was fighting against his faithful companion, the loyal bird was simply doing everything he could, even to the point of giving his life, to help save his master.
This story gives pause to those of us with leadership responsibility. Do we encourage honest disagreement? Do we show appreciation for diverse opinions? Do we carry an open and willing attitude of learning? Then, when its time to make the [hard] decision, have we created an environment where even those with divergent views, fall in step with us because they want to, or because they have to? To build loyalty, we must first recognize it in all its forms. Great leaders learn how to recognize it. Great leaders learn how to build it. Great leaders learn how to reward it. Be great…and lead on……….. Cliff
Getting There from Here
2011 – It’s half over…half gone! By the calendar we should all be half way to meeting our goals and objectives for the year…right? Lost 20 of those 40 lbs? Half way to your sales goals for the year? Called on the prospects you wanted to see by now? Read five of the ten books you promised yourself you’d read?
Not quite? Why not? What went wrong?
At the beginning of the year we all had great expectations for the New Year – desires for growth, for improvement…for our organizations…for our people…for ourselves.
Six months have now passed…and where are we? What’s changed? Anything? Or are you still waiting to get started? If you’re like most people, the midpoint in the year may not equate to “half done” with your annual goals. Why is that? We know where we want to go…so why are we often still stuck in the same old rut? Usually, the answer lies in the simple “law of progress”. The law of progress states that in order to make progress, you must leave a place and move on. However, it’s human nature to stay right where you are…to dwell lazily in your comfort zone. The law of progress says you can’t drift to success. To reach the shores of success you must: 1) Select a destination, 2) Plot your course, 3) Steer toward your destination, and 4) Start (and keep) paddling.
1) Select a destination – Most of us know what we want in life or in business. By selecting a destination, you simply set a goal – decide what it is you want to accomplish - and define it well enough that when you arrive there you will recognize the place.
2) Plot your course – Identify the route to be followed, determining the resources required to get there, and defining the mile markers (events and dates) that must met in order to achieve the desired outcome. This requires being realistic in every way. Have you identified every step? Do you have all the resources? Do you have the desire? If the answer to any of these is “no”, you may be fooling yourself!
3) Steer toward your destination – With a “compass” in hand you keep your ship oriented toward your destination – the goal! “Winds”WILL blow and may slow you. Currents will arise, but with your “compass” (values and guiding principles) in hand you can keep the ship on course and pointed to success.
4) Keep paddling – Simply put, this means get to “work”. It means getting up every day, and tending to business, following your plan. It means doing the big stuff and the little stuff…the creative AND the basics. It means scanning the horizon AND swabbing the deck. It means everyday doing something we really don’t want to do. Work is the price we pay for the rewards at the end of the journey, and all along the way.
In setting and accomplishing goals, there’s really no magic…just work! But miracles do happen. They happen not because of the supernatural, but because of the un-natural. It is human nature to stay right where you are – to be rut-bound. But real winners, the exceptional, the enlightened among us learn to lay nature aside, embrace the law of progress, pay the price, and achieve their goals…and with it, success.
Yes, half the year is gone, but the good news is that half still lies before us. What will you do with the second half of 2011?
Lead on…
Cliff
Social In-security
In his book “Pacific Coast Trail Hiker’s Handbook” author and adventurer Ray Jardine writes:
“Typically, the Pacific Coast Trail will approach a daunting creek, only to disappear into it and emerge from its far side. And you might stand there looking at a potential drowning: yours. Or perhaps you will stand there fuming at the government’s failure in providing hikers with a suitable bridge. Consider though, that every time the wilds are “improved”, civilization thereby thrusts its maws a little deeper into the erstwhile pristine wilderness. Should we construct stalwart bridges across every creek? How about benches every few miles? How about a five foot wide trail, well groomed and leading to huts at 10 mile intervals? And how about power lines and roads to the huts, so hut-keepers could provide nutritious meals?
Instead, we might benefit the most by leaving the wilderness to its own devices, and laboring to improve ourselves. When confronted with a swollen creek, rather than seeing an absent bridge, we need to see the challenge of finding a safe way across, somewhere upstream perhaps. A bridge might allow us to cross safely, and it might save us considerable time hiking upstream to circumvent the torrent, but it does not strengthen us. It does not better prepare us for the next bridgeless ford ahead. I suggest that complaining about a lack of bridges only weakens us. Why? Because it reinforces our insecurities.
Security is confidence, not in the condition of the paths we travel, but in ourselves. And no bridge can carry us over the river of our impatience and insecurities.”
Oh the lessons we learn in the wild! Lessons for health, lessons for economics and governance, lessons for parenting and leading…lessons for life! The greatest security, confidence, and peace comes from taking personal responsibility – by doing all we can for ourselves – and then trusting in our maker. Self reliance is freedom; it is security; it is peace. The more we depend on society to “build our bridges”, the more insecure we become. Less really is more when it comes to the role of government in our lives.
So the next time your trail disappears into “the creek”, smile and embrace the opportunity to take control, get stronger, and secure your own way.
Lead on,
Cliff
It’s All in Your Head
Performance follows attitude! It’s that simple! Let me illustrate with a personal example with one of my passions – waterskiing… A while back on an early morning ski outing with friends I took a bad fall injuring my back – a bad thing for a skiier! For the next ten days I nursed my back hoping against hope that I would be back in the water in less than two weeks. It gradually felt better, but I could still feel it. Then, the day before our next early-morning outing, I woke to the same pain as the day after the injury. I was VERY disappointed, but resolved that I’d still go the next morning if only to drive the boat for my ski pals. The next morning, I actually felt a little better, but the pain was still there. Long story short, I did ski.
On my first run, I was very tentative, certain I was REALLY going to strain my back further. I got up, expecting the worst, did a couple of turns, testing both sides, and while things seemed to be holding together I didn’t ski at all well as I was consumed with worry and feared that things wouldn’t go well…
I rested while my mates each skied a run, and then I got back in the water. This time, I refframed my thinking, and EXPECTED that I’d be ok, and focused on the fundamentals. Unhampered by worry and fear, I ran off 14 of the best turns I’d carved all summer, rested a minute and then laid down 8 more great turns to the hoots and hollers of my mates.
So, what was the difference between my first and second rides? I didn’t ski well when I was pessimistic, fearful, tentative, and overly protective. But then later, optimistic, confident, and released from the fear of failure or injury, I nailed it! The difference was…All in My Head!
And so it is in business. When we’re pessimistic, fearful, tentative, and overly cautious we often lose our edge. But when we are optimistic, relaxed, and confident EVERYTHING changes! Let me give some examples:
Consider two salesmen. Salesman A is often known to say:
“Price is the only thing customers care about.”
“This is the cheapest market in the industry.”
“Our market is all bid there’s no loyalty”
“If we’re not the lowest price, we can’t win”
“Forget service and support…all they want is price”
“It’s a waste of time to try to convince someone to pay more for something”
“A widget’s a widget. I feel guilty selling at a higher price”
“Times are too tough to sell “value”.”
Pessimistic, fearful, tentative, and overly cautious statements? You bet! Also very real (all ACTUAL quotes)! So how do you suppose salesman A ski’s through the [sales] day? Probably, not very well!
Contrast Salesman A’s negative thinking [and speech] with that of a different cat, Salesman B:
“There are buyers who’ll pay more for better. I’ve seen ‘em and sold ‘em.”
“Price is only one of many considerations in the decision-making process.”
“We’re selling a whole lot more than parts.”
“The price isn’t too high, unless the customer under-desires your product.”
“My success is a direct result of my preparation and attitude.”
“The more value I build in on the front end, the less important is price at the close.”
“The more I learn, about my products and service the more passionate I am.”
“I have 15% market share, which means I have an 85% share to pursue.”
“I am worth it!”
Optimistic, confident, proactive, and aggressive? You bet! Also real quotes. Salesman B can’t be held back. He ski’s through the day with power, finesse, and relative ease.
Which salesman do you most closely relate to…especially when times get tough? Do you become reactive, tentative, fearful, or sloppy? Or are you more like Salesman B, Proactive, confident, sure. The good news is that you can be either, because…….It’s All in Your Head!
Lead on…
Cliff
“A Great Year for You to Get Better at YOU!”
During our recent annual planning meetings the president of our company said something that stuck in my mind. In his wrap up comments he said, “next year is a great year for you to get better at you!”
Our president has earned the credibility to be able to issue such a challenge. He has continuously pushed and challenged himself and our company to get better each year…and then, instead of pausing to soak up the success, he has used it to invigorate and encourage himself and those around him to reach even higher.
What I really appreciate about the invitation to “get better at being you” is the implication that the opportunity is not to become someone or something you are not, but to become the very best version of “you” that you can become. We are all different creations…each with individual gifts, talents, and vision. The real challenge (and opportunity) is to discover your strengths and talents and then to magnify them – as much as possible – to the benefit of your circle of responsibilities and relationships.
And so, as we begin a new year and contemplate the possibilities, consider making 2011 THE year to “get better at you!” If you will, and commit to doing what it takes to get there, you are guaranteed improvement at least, and possibly significant improvement!
So, what’s it take? The formula is simple…it’s the “doing” that brings improvement! But without the formula you’ll just spin your wheels! So here’s the formula for making an even better version of YOU!
1) IDENTIFY the specific thing(s) you want to improve, develop, or get better control of.
2) Set a GOAL (specific, measurable, attainable, relevant, & timely).
3) Make a PLAN to accomplish your goal(s)…including every intermediate step you can identify!
4) ACT on your plan…one step at a time…one day at a time.
5) FOLLOW UP…frequently and honestly…and adjust, reset, and elevate as necessary!
2011 WILL be a GREAT year for each of us to get better at being who we already are. Take a few minutes and decide what you’d like to improve, set a goal and make a plan…then get to work and just watch the miracle of improvement take place. It just will!
Lead on…
Cliff
An Attitude of Gratitude
Have you ever noticed that the happiest people you meet are also the first to say “thank you”, and that the most frustrated, selfish, and cynical rarely acknowledge or express gratitude? Why is that? Is it because happy people have more to be thankful for? I don’t think so. I believe theirs is an attitude of gratitude that is born out of a unique perspective of wonder and contentment.
According to a recent national survey, more than half of all Americans don’t expect to receive a thank-you card or note after giving a gift. Unfortunately the age-old custom of sending thank-you notes and cards has nearly been forgotten. The survey, commissioned by the Society of American Florists found that most people don’t even expect an in-person [verbal] “thank you”, a phone call or even an email “thanks”. How sad!
Now, don’t misunderstand…I’m not suggesting that we as doers and givers should be seeking recognition and gratitude from others; that’s not the point. The point is that we as a people are gradually drifting into a state of thanklessness. It is a problem, especially in a country where prosperity and plenty have given Americans more material blessings than any people, at any time, in history. People who don’t show gratitude are less likely to treat others with respect. They are more likely to be rude and insensitive and show a lack of regard for everyone but themselves. They are more likely to lie, cheat, and steal…and to complain that they are “entitled” to what others have.
Next Thursday is Thanksgiving Day – the one day of the year when many pause to consider all that they have been given. Some even call this time of year “the season for giving thanks”. But gratitude – real thanksgiving – knows no season. It is not an event that we “do” and then set aside for the rest of the year. Real gratitude is a character trait of people with real character. Gratitude indicates an attitude of humility (the opposite of Pride–the first “deadly sin”) and acknowledges one’s dependence upon others. I cringe when I hear people say “he’s a self-made-man”, and worse when I hear of people who they themselves think that of themselves. None of us are self-made. None of us are successful by our own merits…no matter how challenging our lives may be. There is always a friend, a parent, an advisor, an author, an employee, a customer, a teacher, an inspiration, or an artist that leads us to achievement. I work for a guy who understands this. He’s the CEO of one of the best wholesale distribution companies in the country. Yet every day as people leave work and he hears the “goodbyes”, he calls from his corner office “thanks for the help”.
The best way to celebrate Thanksgiving this year is to commit to developing an attitude of gratitude at all times and under all conditions. To look for and recognize the blessings and gifts that just come to us. To always thank others for help, for things, for ideas, for anything we can find an excuse to express gratitude for.
At a time when people are “thanking” less, what an opportunity to set ourselves apart. Commit to sending one thank-you card a day to a customer, or looking for one thing to thank an employee for each day. As we do, wonderful things will happen to us as individuals, to those we thank…just watch…
Lead on……….. Cliff
What’s Your Motivation?
Why do you do the things you do? Why do you perform at the level you do? What about your employees; What’s their motivation for what they do and how they perform?
In a speech by author and lecturer Hyrum Smith, he said that there are three basic emotions behind everything we do. These emotions cause us to act upon, or react to, the various events and opportunities that make up our lives. These emotions are…Fear, Responsibility, and Love.
Everything we do, every choice we make…is the result of one of these emotions – fear, responsibility, or love. When you jump out of bed in the morning, it’s because you’re afraid if you don’t you’ll lose your job, or because you’re driven by a strong sense of responsibility to those who count on you, or…because you love what you do and you love those you serve…and you can’t wait to get to it! One way or another, everything you (and your employees) do links back to one (or more) of these emotions.
Why does it matter? Consider the following:
- The emotion of fear relates to “I have to” thinking… “I have to go to work or I’ll starve”. I have to help that person or I may lose my job.” “I have to stretch the truth or I’ll lose the sale.”
- The emotion of responsibility relates to “I ought to” thinking… “I ought to be on time because that’s right thing to do.” “I ought to sweep the floors because the place should look presentable.” “I ought to call the customer back because that’s she’d expect.”
- The emotion of love relates to “I want to” thinking… “I want to get up and get to work because I love what I do.” I want to serve my customers well because I genuinely like and care about them.” “I want to do exactly what the boss asked – even when he’s not looking – because he’s a good guy and I like working for him.” I want to spend the extra time training this employee because I love his enthusiasm and potential.”
Clearly, there’s a difference…a BIG difference between the depth of motivation…from fear…to responsibility…to love! Which would you rather have working for you? I’ll take ”I want to” every time! It stems from the love of a job, love of an organization, a customer, an idea, a vision… Imagine the difference over the life of a career between an employee that is motivated by love (“I want to”) versus one motivated by fear (“I have to”).
The example you set and work environment you create can make all the difference in how your employees are motivated. Model the actions, emotions, and care that you desire from your employees and you’re far more likely to see them respond in a similar fashion. If they know you “want to” carry out the mission, and love doing what you do, your influence will spread and your team’s results will skyrocket!
Lead on…
Cliff
“What Did You Do for Someone Today?”
Jack grew up in very humble circumstances in the hills of southwest Virginia. He was one of seven children of a Methodist minister and a stay-at-home mom. Every day as the family sat at dinner, Jack’s father would ask each child in turn, “And what did you do for someone today?” This caused each child in the family to consciously go about each day looking for some way to help others…so they could give a good report each night. From this experience, as the children grew and matured an interesting thing took place. Their motivation changed from needing to report well, to each of them developing a sincere desire to help and serve others. We all know from personal experience the reward and good feelings we enjoy as the result of personal sacrifice and service; imagine the effect on Jack and his siblings after years of this practice!
So, what ever came of Jack? Well, he became a doctor. Makes sense doesn’t it? But that’s not all! Inspired by his father’s vision for his children, Dr. Jack McConnell went on to accomplish much more! He directed the development of the tuberculosis tine test, participated in the early development of the polio vaccine, supervised the development of Tylenol, and was instrumental in developing the magnetic resonance imaging procedure, or MRI! He also created the organization “Volunteers in Medicine”, which allows retired doctors to provide free medical services to the uninsured.
Dr. McConnell has left a significant and lasting mark on humanity all because of a sincere desire to help others, instilled by the inspired vision of a father. I am sure that Jack’s father wanted his children to be good citizens and to serve their communities, but I am even more certain that his ultimate objective was to help his children come to understand the joy and peace and warmth that come to those who learn to selflessly serve others.
As we each look for ways to grow and improve, we might well give thought to adding a degree of “service” to our personal goals and objectives. There are opportunities all around, formal and informal, and in every community. Find an organization, a church, a cause, or just someone in need, and get to work helping. At a minimum, go about each day looking for some way to help someone! If we would all do this one simple thing, and teach it to our children to do the same, imagine the collective good, and the lasting difference it would make…in the world and in our lives!
Have a GREAT day…..serving!!!
Lead on…
Cliff
Great Expectations
You’ve heard the advice… “Over promise, then under deliver…and you’re sure to disappoint”. Few things can break trust or weaken relationships more. Making a habit of it can be “fatal”…especially in trust-based relationships. Conversely, sound customer service is built upon “under promising and over delivering”, thereby creating situations and results that thrill and excite customers. The interesting thing is, that while the actual quantity, quality, or degree of what is being “delivered” COULD be exactly the same in every case, it’s the relative expectations that determine the level of satisfaction…and trust. If you expect a half glass of juice and receive a half glass, you’re satisfied. If you expect a full glass and receive the same half glass, you’re unsatisfied. If, on the other hand you expect only a sip of a juice and you receive a half glass, you’re elated! Again, it all depends on expectations. The following illustrates well this relationship between expectations, “delivery”, and trust!
I once heard a man talk about his life growing up on a ranch where he worked with his father and brothers raising cattle and horses in southern Utah and northern Arizona. He was taught as a boy that when he wanted to catch one of the horses to ride, all he had to do was to put a handful of grain into a bucket and shake it for several seconds. It didn’t matter if the horses were in a corral or a large field; they would come running to get the grain. As a horse would eat, the young rancher would gently slip a bridle over its head, and prepare the horse for riding. He was always amazed at how well this simple process worked. Occasionally though, when he was a little lazy, and didn’t want to take the time to get the grain from the barn, he put dirt in the bucket and shook it, attempting to trick the horses into thinking that he had grain for them to eat. When the horses discovered they had been deceived, some of them would stay, but most would run away and be nearly impossible to catch. He said it would then take several days to regain the horses’ trust.
And so it is with service…no matter where it is given…whether it’s at a sales counter, or to your employee, co-worker, boss, or family….anyone that relies on your service, your promise, your “delivery” to them. Do you over promise…then under deliver? Do you say what you think they “want” to hear, knowing full well you won’t be able to “deliver”? Do you falsely build expectations by not telling the whole story? Do you stretch the truth, exaggerate the benefit, or say whatever it takes in order to get what you want…now? If you’re a manager, a professional, or a parent, your “customers”, those you serve and whom depend on you, expect a higher standard; Anything less is a disappointment! Think about your “customers” and ask yourself, “what do they expect from me?” Then with that as a minimum, decide what you’ll do today, next week, or next year to exceed their “expectations”… Keep it interesting…keep ‘em guessing…and keep delighting them… They won’t just be “customers”…..they’ll be raving fans!
Lead on…
Cliff
