Service is DEAD!

“Service is DEAD! Now’s The Time to Create a Competitive Advantage”

I still get excited to travel, yes, even business travel. I remember my first flying experience, my Dad and I flew from Chicago to Nashville to visit Grandma Harden. It was an experience I will forever keep in that special spot of memorable moments. Interestingly, the butter flies and sense of adventure rushes throughout my body to this day, including the most arduously planned business trips.

The past three weeks I’ve had the awesome opportunity to experience five different airlines. One was absolutely phenomenal, and two were marginal to poor. I know you’re thinking that’s only three airlines. Let me explain. For this example I’m going to tell you about my experience in reverse order, from poor to marginal to phenomenal. To keep you engaged let me tease you with the fact that life is about the attitude you bring to your job and life.

Three weeks ago I flew on Delta airlines to NYC. The flight was filled to capacity and of course overhead baggage space was a premium. Sadly the 6 flight attendants were not very helpful and allowed people to stand in the aisle as passengers jostled bags in the bins, you could see the frustration mount. After we leveled off at 36,000 feet and settled in for the 6 hour flight I could immediately tell which flight attendants were original Delta and which ones were from Northwest. The Delta attendants were remarkably more service oriented, smiled as they walked the aisle and tried more often to help the hapless passengers. (Can you say attitude?)

Similarly, on my return flights I flew United and Continental and had an eerily comparable situation. Although not as stark as my outbound flight, service was at best…marginal. When I get poor service, anywhere, I ask myself why, and then look around for reasons. At wits end, I asked the flight attendants why they seemed so stressed, and didn’t smile as they did their job. Assuming, a job they choose to pursue. Answers ranged from; “we’re over worked,” “security is job one,” and my favorite, “it’s not as easy as it looks.” Admittedly, I almost laughed out loud.

Last weeks flights were on Southwest Airlines, need I say more? Southwest is not my preferred carrier, their frequent flyer program does not go to Hawaii, my favorite destination. Yet, Southwest does have the perkiest flight attendants, the best on-time record and you don’t pay for baggage. Why is it virtually every employee you come in contact with, especially the flight attendants are fun, out spoken, upbeat and probably someone you’d like to have a drink with and talk about life, kid’s and work. They seem friendly and genuinely like what they’re doing.

Here’s where this post gets really interesting. Why are Southwest employees able to do what they do, by the way it’s the SAME job the other airlines do, with such perkiness, smile, laugh and act as though they like what they do? It’s ALL about attitude, and it starts at the top. From the executive offices to those on the front lines connecting with customers every day; attitude is preached as the #1 thing you bring to work. Along the way every employee is treated fairly and they enthusiastically challenge everyone to be better. Each employee is valued and empowered to make decisions and make the customer happy, and it works.

This is not an endorsement for Southwest Airlines or indictment against United or Delta. More than anything I’m pointing out great service and poor service and the reasons separating them. In my humble opinion it’s all about attitude. Much as I still get excited to travel, if you’re in a service function in your company, do it with pride, excitement and a sense of being “on stage”. Take it upon yourself and be the best you can be, reach out to help provide superior service. When this is reflected throughout your company, from top to bottom, your business will grow…I guarantee it!

Business Travel Etiquette

Business Travel Etiquette?

Does it exist? This week I had the opportunity to travel to New York City. This is my 15th trip to the Big Apple and every time I go I get to add to my perspective…some good and others not so. Let me explain.

I’m not sure if you’ve noticed lately but every flight I’m on is either 100% full or really close to capacity. Suffice to say, I NEVER seem to get an empty seat next to me. No worries, I love to talk, meet new people and at the same time, I don’t mind catching up on lost sleep. On my outbound entirely full flight I got the supreme honor of sitting in row 27, seat B. Yes, that’s a middle seat. Being a big guy I try my best to be as narrow as possible; I cross my legs and arms so I don’t bump against my travel mates, whom I don’t know. I don’t care how hard I try to be slim and not touch or infringe on other peoples space, it’s inevitable that arms, shoulders or legs will touch. I pay particular attention to the arm rests and under seat area and ONLY take half of the arm rest and keep my legs within the seat frame. WHY don’t other people do the same?

The lady next to me in 27A was a wiggle worm, had to go to the lavatory 4 times….count’em…4 times. That means all 3 people in row 27 had to get up, stand in the aisle and wait for her to return. It’s never pleasant, but I smile, nod and if talked to say something innate like, “no problem.” When inside my head I’m steaming because this same person can’t sit still, needed to get in her under seat bag 5 times and always acted as though she was entitled and never said “sorry” or “thanks”, just a look of oh well.

After 5 hours, and what seemed like 10, we’re finally walking off the plane. This squirmy lady looks at me and thanks me for being such a nice guy. Ok, I started to feel a little better, telling myself “at least it wasn’t a 300 pound guy sitting next to me.” This lady’s sense of entitlement came from the fact that her husband was a pilot for the airlines we were flying and she told me, “I almost always fly first-class and not used to sitting so close to someone.” Oh, I now feel better for her squirminess….not really!

Suggestions from a guy that’s traveled the country extensively the past 20 years; Always be polite to everyone, especially the gate attendants, flight attendants and fellow travelers. Think small, check your oversized bags and do your best to occupy as little space as possible and clean up after yourself. As a big guy I really appreciated this lady’s final comment to me, “you’re such a polite flyer, I saw how hard you tried to not infringe on my space and allowed me to squirm, and didn’t say a thing, roll your eyes or make me feel bad…thanks.”

It was a particularly harsh flight, a non-stop 5+ hour flight from SFO the day after I’d run the Disney ½ Marathon. My legs, back and head were throbbing the entire flight. I’m convinced, the energy you give, gets reflected. And if everyone tried being a little smaller as they flew on their next flight, we’d all have a more pleasant experience.

My next blog I plan to talk about airline employees; this should be interesting!@#%$#@

Little Details...Important?

Too Complex?

Are Little Details Important?


It’s your chance to shine, to show your peers and your management team what you’re made of. You know you’re ready for the challenge; you’ve done your homework, through hours of research, talking with clients and planning your presentation. There is no doubt you’re prepared for what lies ahead…and then as the hour approaches you question your research, your presentation lay-out, the hard thought conclusions and recommendations you’re about to make. And then it’s show time.

We’ve all been there, ready to make the presentation of a lifetime and our minds start to go blank and question what we’ve worked so hard to prepare. I remember the first time, early in my career I was asked to speak at the University of Puget Sound after a round of interviews on career day. No worries, I knew what to say, how to say it and best I’d delivered the same speech several times. This was in my mind a lay-up. To make sure I hit all the key points and because this was undoubtedly the largest group of college seniors I’d ever spoken to; the night before I decided to create a large flip chart (this was before PowerPoint) so the entire audience could see what I was talking about. The Dean of the Business School at UOP introduced me with great flair and set the bar quite high. Interestingly, many of the faces staring at me during my presentation were the same ones I’d interviewed earlier in the day. The presentation went great, I got a healthy round of applause and a line formed in front of me after speaking. Needless to say I was feeling pretty good, maybe a little smug because I thought I nailed the presentation. All I saw were smiling faces and a growing huddle around me, I was inspired. After another 20 minutes of question & answer the Dean tapped me on the shoulder and asked me to come into his office. He thanked me for being so thorough and professional and then almost casually asked if I’d spell checked my flip chart? I responded, “of course!” You know where this is going, don’t you. The Dean thanked me again and invited me to speak at their next career fair in 3 months. As I walked to my car, I kept telling myself, “I must have done well, after all, the Dean asked me to come back.” It wasn’t until I got back home, that I opened my flip chart and on the last page, the one I left showing to the 100+ senior Business Students for the last 10 minutes of my presentation, and the misspelling jumped off the page. I felt terrible, I felt instantly humbled and have remembered it for more than 20 years, as if it happened yesterday.

My point, YES little details are important. I don’t necessarily think we need to be perfect in everything we do. However, something as important as a flip chart, PowerPoint or hand-out needs to be triple checked for accuracy, spelling errors and grammar. I suggest letting a colleague, friend or spouse take a look at your presentation. Deliver it to the same audience. Buy them dinner, coffee of some other form of bribery; just be sure to present your thoughts to someone besides yourself.

I take full responsibility for my early blunders. I may make similar mistakes today, but I do them with; spell & grammar check, a wife that is an English major and more years of experience to be sure I’ve done all I can to be accurate and humble. I’m not alone in my quest to the little things right. Below are a few quotes that sum up my now more enlightened path, I hope this helps you focus and strive to do the little things in life…they are more important than we think.

“Great things are done by a series of small things brought together.” – Vincent Van Gogh
“Only those who have patience to do simple things perfectly will acquire the skill to do difficult things easily.” – Johann Schiller
“Show me a man who cannot bother to do little things and I’ll show you a man who cannot be trusted to do big things.” – Lawrence Bell
“What lies behind us and what lies before us are small matters to what lies within us.” – Ralph Waldo Emerson
“Commit to the LORD whatever you do, and your plans will succeed.”- Proverbs 16:3
“Simplicity, Simplicity, Simplicity! I say, let your affairs be as simple as two or three, and not a hundred or a thousand. Simplify, Simplify.” – Henry David Thoreau
"When you can do the common things in life in an uncommon way you will command the attention of the world.” – George Washington Carver

Today’s assignment, make a list of the most important people in your life. I’d suggest making two lists; one personal and one business. Your list may be just a few people, and on the other hand you may have hundreds of people you’re connected with. After compiling your list, try your best to put them in order of importance. Starting with number one, do this today before you head off to bed; write a brief note of thanks. Thank them for being important to you; thank them for being in your life. If you can think of a specific role they’ve played, be sure to included specifics. Praise them, be real and provide a blessing to them. And the most important part, send this hand written note to them via snail mail; yes the US Postal service still works for more than just our monthly bills. With email, Twitter, Facebook and so many other social networking sites, people LOVE to get letters. I will tell you, the notes you send, will bring unexpected results in the receiver and sender. This is a simple and profound LITTLE thing that I guarantee will help mend a fence, a broken relationship and take a good one to new heights.

I leave you with this. I recently found a box of love letters that my beautiful wife of 32 years and I traded while living apart though our college years. While reading them it brought out two very keen emotions; one of nostalgia, how simple life was and how thankful I am to be alive with such a special person. It is through simple communication that you can make things special. It really is the LITTLE things in life that bring the most enjoyment and warmhearted memories that make a life.

Lead From The Front and The Back

How do you lead, do you support the entire team, how might you do it better?

While watching one of the best movies to come out about the Iraq and Afghanistan wars against terrorism; “Taking Chance” I was hit with the awesome mantel of leadership & responsibility and what it means to those that serve. In a scene where Wounded Warriors are being wheeled, walked and carried into the massive C-17 cargo plane at Ramstein Air Force Base in Germany. These Wounded Warriors are brought through Germany for treatment and are then taken back to the US for further help.
On this day in the movie and assuredly reenacted too many times since wars have been fought, there were about 20 wounded warriors, in varying degrees of severity, heading back home. Eighteen of them were in the Army and two of them were Marines.

It was freezing outside as several medical personnel and a few other staff, stood waiting by the C-17 cargo planes that would fly them back home. There standing off to the side, outside the view of cameras was a Marine officer standing at attention. The door opened and a line of young men and women came out of the building, some of them on their own two feet, some carried on stretchers. The Marine kept his rapt attention on every Wounded Warrior. That was until one young wounded Marine approached. As he walked past, the Marine officer stepped forward, put his hand on the young Marine’s shoulder and thanked him. He also told the young Marine that he was here with him for the whole trip and repeated the sentiment for the other young Marine who followed behind. He then stepped back in line and continued his respectful vigilance.

An essential component of inspiring people to be a part of an organization greater than themselves is that you look after your own. Strangely, there was no one there from the Army. But the Marines had taken two officers out of theater for the sole purpose to escort these two wounded comrades from the front lines back to the United States. That was their entire responsibility.

The strength of an organization is easily measured by the steps it takes to look after its own. To what lengths does a company go to show its people that they matter? An organization that shows commitment to its people can expect its people to show commitment to them.

Yes leadership is about leading, standing out front. Yes leadership is about painting a picture, a vision of the future that does not yet exist. Yes leadership is about being a beacon for people to follow. But great leadership is about turning back to those that you would want to follow you on your quest to thank them, personally, for being a part of what you are, together, trying to build. The US Marine Corps does not have an amazing culture simply because of what they do out front, it’s also what they do at the back that matters. Semper fidelis, as their motto goes. Always faithful.

I urge anyone who aspires to lead to see the movie  "Taking Chance" and you’ll see what I mean. Leadership like character shines brightest when the cameras are off, the lights have dimmed and you’re one-on-one with the people that make things happen. How you treat your people when the lights are off and the press is not recording everything is who you really are.

Challenging yourself to be the beacon of hope in our crazy, overly busy, self aggrandizing world to serve others is what leadership is all about. Leading from the front is where it starts, setting the pace, and leading from behind making sure that everyone knows the mission, is prepared for every market condition helps drive revenue and a longer, more sustainable forward looking business model. And in the end, it’s the power of the collective mindset that prevails…good or bad. It's your choice to make a move that makes your people feel honored, important and valued. When that happens regularly, your people will notice and they will start to trust in the system and execute in a proactive, professional and meaningful way, day in and day out. This is when and how great brands are made.

What's Your Pyramid of Success

John Wooden, the Wizard of Westwood wants everyone to experience success and the journey getting there…

When I first heard on the news that John Wooden, the quintessential coaches/coach, the Wizard of Westwood and mentor to his players, and millions of fans world-wide, was rushed to the UCLA medical center and the prognosis was not good, my heart skipped a beat and my eyes welled up with tears. The news anchors debated his prognosis and amount of time he would remain alive. Before we go any further John Wooden will live in the minds of athletes, business people and plain old ordinary people for ever. Mr. Wooden always looked at the bright side of life, the unique pleasures derived from the journey of life and emboldening those within earshot to live a life of passion filled character, faith driven dreams and 100% self responsibility.

The next day when every channel broke the news of John Wooden’s passing; again I welled up with tears and looked up as to give a silent prayer to the man upstairs, for he had given humanity a man for the ages. Just as quickly as I welled up, I thought about the time I saw Mr. Wooden at a UCLA basketball game at Pauley Pavilion. That was 5 years ago, and I remember as though it was yesterday the aura around him was special. Mr. Wooden would sit and sign autographs, shake hands and talk with anyone that approached. His shake was firm, his eyes clear and his heart filled with something I knew we all need—character, faith, hope, love and respect. That night in Pauley Pavillion at 94 years old he had more energy than most 20 something’s possess and was still the coach passing out wisdom.

I was deeply moved by what John Wooden stood for and the fact that his character and approach to life never wavered. I’ve used many of Mr. Wooden’s quotes to motivate myself, my teams and see the better side of life. A good friend of mine and fellow basketball coach Wayne McGhee gave me a copy of “John Wooden’s “Pyramid of Success” when I was in my mid 20’s. While I can’t say I always live up to the words and action steps on the “Pyramid of Success”, it has always been a source of inspiration and reflection. The “Pyramid of Success” always challenged me to be better; to live life as though it was on purpose and for a cause greater than my financial gain, or my next promotion.

John Wooden’s “Pyramid of Success” should be taught at EVERY elementary and high school in America. Many of our social problems would either disappear or drop dramatically. Promoting self-responsibility is a passion of mine and Coach Wooden often reminded me of why we are here, what we can do to make our time better, and ensure those around us are nurtured and developed. Everyone needs to take a step back and help those around us, help the team, lift up your team mates, work a little harder, take more responsibility and always have faith in yourself, and your fellow man to be “one day better.”

Below are a few of my favorite quotes from John Wooden, they are timeless, motivating and inspirational if you let them. Read, enjoy, think and apply. Spread the good news and live through the “Pyramid of Success,” I promise you will still struggle, but you’ll learn to enjoy the journey as much as the destination.

“Things turn out best for the people who make the best of the way things turn out”

Have you ever watched other people and how they react to situations? You’re no different, choose to make the best of what ever you’re dealt and make more informed decisions tomorrow with better research and asking the right questions.

“Be prepared and be honest”

Nothing beats preparation and the confidence it brings to any situation. Over prepare in training and bleed less in battle. I learned that from my buddy Dick Marchinko, the brain-child of modern day U.S. Navy Seals. Dick led Seal Team 6 around the globe keeping America’s enemies at bay from 1967- 1990.

“Don’t measure yourself by what you have accomplished, but by what you should have accomplished with your ability”

Each of us to our own abilities…you’ve heard the phrase. We all have different aptitudes and abilities. Are you living up to your ability? Are you making the contribution you’re capable of making?

“It’s the little details that are vital. Little things make big things happen”

I always say it’s the little steps done incrementally that makes all the difference. How many times have you stopped, and then to figure out next week, you were so close to cracking the code. Stay with it, research, ask for help, reach beyond your comfort zone and you’ll stretch much further than you ever thought possible.

“Never mistake activity for achievement”

In our crazy busy world, we often get caught up in the circle of flurry, making things harder than needed, or more layered and nuanced that necessary. Research, make decisions, move on, learn more alter course as needed. It’s the circle of life, enjoy the ride.

“There are many things that are essential to arriving at true peace of mind, and one of the most important is faith, which cannot be acquired without prayer”

While I’m a believer in Jesus Christ as the son of GOD, you can have faith in what ever you want. I met Tony Robbins 10 years ago, one of his biggest points about achieving higher, greater enlightenment and personal performance was his charge to have faith. Faith in something bigger than you is critical to excellent performance. Faith of the team, group or something higher than that, believing in something bigger than yourself creates faith. Faith can move mountains and people to action.

“Success is not final, failure is not fatal. It’s courage that counts”

Get up again, do it better, learn from your trials. We all make choices; we do so with the knowledge we have at the moment. Tomorrow’s insights will help us make tomorrow’s choices. We can always correct yesterday’s choices with more intel and information. To do so, you’ve got to be open minded enough to search for enlightenment.

“The main ingredient of stardom is the rest of the team”

Rudyard Kipling said it a little differently, “the strength of the pack is the wolf, the strength of the wolf is the pack.” Both are mutually exclusive and at the same time dependent on each other. Our life is no different, regardless if it’s a team, a family or friends. To be better, we need to be better and it all starts with your ability to be a team player. Said another way, “the strength of me is the team, the strength of the team is me.”

I challenge you to read and apply John Wooden’s “Pyramid of Success.” Start small, do one point every day for a week and then add the next block, repeated for 3 months and you’ll become a person transformed and turbo-charge yourself to become a super star in what ever you choose to do. Make “one day better” part of your life and those around you will notice, and they’ll start to take responsibility for their actions, just like you.

“Success is peace of mind which is a direct result of self-satisfaction in knowing you did your best to become the best that you are capable of becoming.”
"Don't let what you cannot do interfre with what you can do"
"A coach is someone who can give correction without causing resentment"
"It's not so important who starts the game but who finishes"
"It's what you learn after you know it all that counts"
- John Wooden(1910-2010)

Power of the Words We Use

Ever find yourself slipping into a negative routine with the things you say? Let me give you an example or two; while talking with your supervisor about your annual sales targets he asks, “Why are you falling short of your sales goal?” This question puts you in a naturally defensive state of mind. Immediately your mind searches for answers, and because your mind naturally accepted the question defensively; your responses will be defensive and come off as excuses. Portraying you in a defensive posture and possibly making your lower than desired sales numbers look even worse than previously thought. The words we use are more powerful than we can imagine. There is power in words that we use. Most people greet each other with words that have no power or energy. Think of the last time you heard someone else (or even yourself) respond to a greeting of “How are you?” with “Oh, I’m OK, or so-so,” “Hanging in there,” “I’m surviving,” and my favorite, “Not to bad.” Sadly, the response we receive to these type of answers, is much the same, “Me too,” or “Hang in there,” “It can only get better.”

Our mind is a curious and ever evolving part of our body, and the most important part of our inner thoughts, because it has a dynamic effect on our external actions. While there have been countless thousands of research studies conducted on our brains, the human brain remains one of life’s biggest mysteries. Interestingly, nearly every study conducted on cognitive brain functions agree that each individual has the power to alter ones internal wiring, which allows us to then program our actions. Consequently, the words we CHOOSE have a direct and profound impact on our actions. Regardless if they are spoken or just thoughts, the power of words has a measurable effect on our performance. Renowned cognitive researcher Dr. Maxwell Maltz conducted an out of the ordinary study at UCLA. Dr. Maltz assembled the #1 ranked UCLA men’s basketball team during their fall training and equally divided the team, he did this study three times and mixed the teams each time, the results were the same. Dr. Maltz had half of the team in the gym shooting 100’s of free throws and the other half sitting in a darkened room visualizing themselves shooting free throws and making each shoot. After several days of practice, Maltz staged a contest between the two teams. The players who had visualized themselves making free throws did much better than those who had actually practiced making free throws. Such mental training sends neuromuscular signals that can lead to a stronger, more effective performance during the actual event. Control your input by not only visualizing your goals, but also imagining exactly how your body feels when you achieve your goal. The mind does not know the difference between physical and mental practice. Visualization is the process that allows you to see your desired results in your mind. Once you can see it in your mind, you’ll be closer to achieving it in your life.

"You are what you think, so control your input! We become what we think about.”- Earl Nightingale

Our words and thoughts tell the truth. Ask yourself, “Do my words reflect a commitment to being joyful, helping others, creating win-wins, keeping things in perspective, seizing the moment, continuously learning and embracing change” Whether the result becomes apparent sooner of later, we cannot speak words of failure and defeat and expect a life of success and victory. Start today by planting seeds of success by thinking and visualizing your next steps to overcome the obstacles of life or sales targets. I suggest these three instruments for orchestrating your thoughts and words;

• Talk yourself up!


• Speak with strength.


• Ask the right questions.

Did you know that you talk more to yourself than anyone else in the world? In the face of challenging situations (and we all have our fair share), the words you choose for that conversation with yourself will directly impact how long you will find yourself in those situations. Use your words to change your situation, not to describe it. The next time you have a conversation with your supervisor; anticipate what he will ask, you know your business better than anyone. And visualize the conversation in positive terms. Build positive mental connections, personal strength and commitment by using these strength builders;

• I can
• I will
• Commit
• Expect the best
• I will make time
• I am confident
• I do believe
• Positively
• I know
• All things are possible

“Do or do not, There is no try”- Yoda

Before your next big presentation, take the time to visualize the success you want to achieve. See the details in your mind, hear the words, and channel your energy to create success. See yourself making every free throw by asking the right questions;

• What’s the best way for me to be successful at this?
• How can I make the most of this situation?
• What options do I need to consider for a win-win?

The power of the answers you receive is directly proportionate to the power of the questions you ask. Consider how the questions you ask, both at work and at home, elicit certain responses. Ask yourself, “How can I ask questions to get the best from myself and others?”

Words are powerful, they can turbo-charge an event or take the wind from your sail. Choose wisely, and always think positively. The next time you’re asked, “How are you?” Respond with powerful, strength giving words such as; “Great!” or “Terrific!” It will be hard to do without a smile on your face and you’ll likely receive a smile from the questioner and leave them wondering to themselves, “I want to be more like him.” The power of your actions is preceded by the power of your thoughts and words. Choose to speak with strength and watch the power of your words bring out the best in yourself and others!

Success

"Success is nothing more than a few simple disciplines, practiced every day."- Jim Rohn

If success was easy, everyone would be successful. The biggest obstacle to personal and professional success is simply a lack of discipline in doing the things needed to reach your target. If you stop for 3-5 minutes a day, and simply think about where you want to be--tomorrow, next week, next month, etc., and making a disciplined effort to stay the course, you're on your way to creating more success. And ALWAYS remember, Success begets success. The more you see, feel and touch success, the more you want it, the more you're willing to do to reach it.

I'm reminded of how success goes to those willing to practice, re-formulate, re-load and repeat. I'm reminded of the story of Thomas Edison, the inventor of the incandescent light bulb. He failed more than 6,000 times, before he finally discovered the light bulb. Think where we'd be without Mr. Edison's perseverance. The same can be said of your trials; stick with it, be willing to come at it with a different view point. And NEVER be afraid to take the shot, take the first step, be bold and adventurous.

Michael Jordan, the most prolific player in the NBA says it best, "I've missed more than 9000 shots in my career. I've lost almost 300 games. 26 times, I've been trusted to take the game winning shot and missed. I've failed over and over and over again in my life. And that is why I succeed."

You miss EVERY shot you don't take. Saddle up and get busy, step out of your comfort zone and take more shots. As you miss a few, you'll think about how to make it next time. The same can be said for life. Now get out there and take the shots you've wanted to try. Don't be afriad to fail, be willing to learn, explore and pave the road to success.