Oz Network

Bowling Alone!

2019-11-09T06:47:00.000-08:00

Author Robert Putman makes interesting observations and shares researched insights about the changing nature of our society. If you haven't already noticed, we are not connecting much anymore and the sense of community and interactions we once experienced have all but vanished.

We communicate via email, fax, cell phone, text messages and all sorts of indirect means to get "connected". We eat on the run,cross paths with numerous people each day we choose not to acknowledge. We ignore neighbors at common mail box collection areas, and often sit in work cubicles electing not to know or engage co- workers.

Professionals often attend seminars and decide not to speak or even notice those who they have shared common interests and several hours of time. People both young and old share space and time without noticing or even responding in positive ways to one another.

We once bowled in leagues, hung out with each other, actually knew our neighbors and somehow those connections mattered. We were better for who we knew and we appreciated being known and valued by others.

Although texting and email is connecting, we may not be connected in ways that matter. Bowling Alone might be the symbol for what we have become, it doesn't have to be the way we always are.

Tension Seeks Resolution

2012-02-02T08:48:00.000-08:00

All "TENSION", personal, professional, situational , seeks resolution. If you stretch a rubber band, ultimately it wants to go back to its original shape.

We all experience some form and degree of tension. The drive to work, financial concerns, relations, everyday stuff. Mostly, people deflect, deny or ignore tension. That is, until the heart attack, the divorce, the call from school about your kids.The next Presidental election

What are you ignoring, deflecting, or denying?

Was Groucho Right?

2012-02-01T11:00:00.000-08:00

Grouch Marx was once attributed with saying, "He would never be a member of a club that would have him as a member".

This comment, can be perceived as funny, sad, or suggesting a need for therapy.

But lets examine it another way. If you have every been a member of a group, you know it can be fun, boring, challenging, exciting and annoying. Sometimes you are part of a group and didn't even know it. Sometimes you are part of a group and wish you really could quit, but don't know how.

Even when you think of quitting, you know that not being part of something is generally hard to give up. People don't like quitters and people don't like people who don't want to be like them.

You also know that being part of a group makes you one of them, whatever they are. Most often, as one of them, if you try to inject something different, or new, or suggest change, watch out.

Watch out, because the group is for being the same, doing the same and acting the same. Change is not good, different is not good. Being new, or better or seeking something better can also be bad.. that is often viewed as change. Remember, change is bad.

So maybe Groucho was right, to be different, really good at something, or to aspire to be more than everybody else, is not often going to happen in a group. At least not the groups that Groucho knew about.

Leadership

2012-01-20T07:07:00.000-08:00

As the world changes, some things perhaps never change.

We look to others in times of need to navigate through life, it is the way of living, it is the nature of our existance.

Parents, teachers, managers, ministers, friends, neighbors, relatives and so many others play a role in who we are and what we shall become.

Through the years, we have seen the veil of these figures lifted and they are now filtered through a less than kind lens. We now find about flaws, faults, indiscretions, poor choices and less than as advertised skills and backgrounds.

We forgive knowing, perhaps grudgingly that no one is perfect, that we all make mistakes and

with God's grace and the kindness of others, we can all recover and have second chances.

For any leader,there are always tough questions that often have no good answers. But it seems we now think there is a right answer to every question or the right response to every inquiry. And as such many have mastered the art of spinning the response, or attacking the question. Sometimes one can evade the question entirely or respond in a nonsense manner hoping no one really cares or hears the response.

Perhaps we have come to expect too much of others,of those who might lead us. Perhaps we are wanting so badly to be lead we accept theses who simply paint a veneer that implies they are who we hope they will be.

Somehow in all of this we are diminshed, for we are not being lead, but fooled, often misdirected to another level of discussion to another place of false acceptance.

We once knew that "don't do as I do, but do as I say", had some merit, for inherent in this was

wisdom and experience tempered with forgiveness.

Each day, it is getting harder and hard to accept, to understand,to forgive when the start point for many leaders was never that of character or wisdom, or the true intent of really leading.

Is your Thinking Magical?

2011-11-10T19:39:00.000-08:00

Do you often think you know something, just because you've heard it before,or seen it, or, "been there, done that"?

Just because you have a plan or a procedure in place, do you think it's being followed or executed?

Do you actually act on your knowledge.

Is your knowledge based, like Uncle Fred, on all talk and no real action or experience, or accomplishment?

How do you know when you don't know something and do you really care?

Pearl Fertal- Missing You

2011-10-27T12:07:00.000-07:00

It is hard to say goodbye when you are just getting comfortable with hello.

We loved Pearl, will miss her presence and we will recall those moments and occasions when we shared times together. We reflect with kindness and loving, her life, her legacy and her journey through our lives.

To family, friends, neighbors and acquaintances who join in mourning, we offer our condolences, our prayers and sympathy for her loss. Pearl often said, "you can't go back". If only we could,we would let her know how much she mattered, how much we cared and how we will miss her so. May God Bless and keep her in his grace.

Holy Family Church- All Souls and Sisters of Holy Name, St Catherine, St Margaret

This or That!

2011-06-29T13:44:00.000-07:00

Everyday, we face choices. Sort of the this or that paradox.

You are working on a project and the phone rings. Well, this or that?

You are watching television and your wife or kids start talking to you.. Gee, this or that?

You are driving home from work, listening to the radio, drinking coffee and your cell phone rings. Ok, this, that, or this, that and that too.

The question is, which choice. What is important in the moment, in the scheme of things.

Sometimes actually thinking about what we do, or why we do things, offers the best answer.

The Best

2011-06-26T10:23:00.000-07:00

The Best process leverages your intuition
The Best boss makes you a better employee
The Best idea make wonder why you hadn't thought of it
The Best friend often goes unappreciated
The Best advice is often no advice at all

Wisdom and Aging

2011-06-04T07:26:00.000-07:00

Getting older and getting wiser is one of those concepts that seems to make sense. The longer you live, the more you have done, the more you have experienced, the more you should, in theory, know.

But what is happening today? Does the average person think their grandparents have anything to say that matters. Does the average worker really believe the boss has great insights about work and working. Do we really think that high school and college teachers are offering great wisdom that needs to be remembered after the exam?

Do we read directions, pay attention to signs, warning labels, listen to our doctors, are we rolling our eyes at mom and dad more each day? Do politicians make sense? Can we believe or even hear the minister, priest, rabbi? Is the guy next door and the woman down the street boring you with tales of yesterday?

Guess old information is no longer valid, and listening is not part of leaning anymore. When you know it all, there really isn't much left to learn.

Tattoos While You Wait !

2011-06-02T07:39:00.000-07:00

Sometimes we just don't give enough thought to how or what we are trying to communicate.

Then again, if no one is really reading, or listening, or caring, does it matter?

Lots of Talk- No one listening

2011-06-01T07:43:00.000-07:00

We all seem to have a lot to say. That's all part of being human, living a life, having experiences, ideas, or knowledge we wish to share. Interestingly no one seems to be listening. Everyone, everywhere seems to be talking at you, talking over top of your talk -yak, yak, yak.

Messages, even good ones are not being heard. Lots of clutter, lots of choices, too much of everything. I know something you don't, you know something I don't, but we can't hear each other.Maybe we are so busy trying to talk, we have lost the art of listening.

Have you listened to someone today?

Me, Me

2011-05-31T13:19:00.000-07:00

An egotist is not so much a person who thinks so much of himself, but rather someone who thinks too little of other people.

People are always interested in the person who is interested in them. That's always tough to do when the earth revolves around you.

Thanks Mom

2011-05-13T20:23:00.000-07:00

While working today at a Nursing Home, I was joined in an elevator, by a elder female patient. Noting her disheveled hair, wrinkled dress and oversized shoes, she see seemed both weary and tired. Going down, I asked. Yes, she replied I am going to the front desk to drop off a card for the postman. In her shaking hands I noted a card, ready for mailing, held gently but with pride and purpose. She then remarked, I am sending a card to my son. Shaking the card gently, I could hear the rattle of coins. It is only coins, but I try to help him when I can. He is 62 and lives in Florida with his family.

Showing the card, I notice the writing, " to my son, Florida, USA.

Always the Son, forever the Mother, for this moment, for the memories of times past, God Bless you Mom- Love Always, your Son.

Blind Spot in the Mind's Eye!

2011-05-13T19:33:00.000-07:00

Human nature seems to allow people the ability to size up and assess everybody but themselves.

People it seems, are only able respond to that which they are prepared to believe.

Truly knowing yourself seem to be one of the hardest things we will every do.

I never danced with my Mother

2011-05-13T09:37:00.000-07:00

Since my mother’s passing, I seem stuck on a memory from several years ago.

My daugher was getting married and during the reception, which my mom attended, I kept thinking I should go over and ask mom to dance.

Perhaps since this was an afterthough, maybe even a good idea that got interrupted in the moment of many activities, I did not follow through and now, I am left with the memory of what I did not do.

Loss gives one time to reflect, to consider what we did or didn’t do. It gives us a chance to recall how we acted and who we were with those who no long share our world. I have to imagine that it is common for one to have regrets with those we love, with those who have been so much a part of our lives. I have many moments I would like to do over, and in reflection I see how I could have been a better son, a more mature person, a more accepting man. I see a lot with hindsight. I know how things could be better, more enjoyable for me, for my mom, for those in my life.

At the end of the evening when the sun is low, and the stars reflect a glow from the passing day, I look up and recall lots of moments. Quite often, I wish I had danced with my mother.

Its about???

2011-04-24T07:09:00.000-07:00

-Easter bunny, chocolate eggs, bright colored outfits, trips to church and grandma's house. Ham for dinner, baskets with goodies and the promise of spring, sunshine and renewed hope for the future-

The resurrection of Christ, his ascension to heaven,the promise of eternal life;this belief offers that a good life and good deeds afford us heavenly reward and the hope for a better world.

The Cross and Easter Bunny symbols of celebration, of hope. Each has its own notion, its own interpretation. Both however suggest they are more than moments of a day or calendar date for remembering.

The image of Easter Bunny is a pleasant and enduring thought for all ages. The spirit of Christ, his life and death are inspiration and hope for now and eternity.

The belief in something greater than ourselves affords us an ongoing chance to celebrate each day,each other, with the smile and warm feelings that the "Easter Bunny" offers on this day.

We tried everything

2011-04-05T12:42:00.000-07:00

It is a common refrain. "I tried everything". All too often this simply means ,that one has tried all the same things that everyone tried before and yet, still hoped to get different results.

Look!

2011-03-31T18:10:00.000-07:00

Look, everybody is doing it!

How about you?

I bet if you look hard enough you'll see what everybody else is seeing, even if it isn't there.

My Role is?

2011-03-30T07:40:00.000-07:00

I am confused!

Sometimes my life is real simply. When I drive my car, I know I am the driver, unless my wife is with me, then I suspect she is really driving. But, for the most part, I know who I am and in that moment and where I am going.

Often times things are not as clear. When speaking, I often don't feel like a speaker, for others don't always seem to be listening.

As a man, I sometimes feel less than that by both my own actions and

the response of others toward me.

As a husband, son, father, neighbor, worker, boss, I often feel as if I am off the mark and not quite doing as I should.

As a customer, I often feel shortchanged for my expected value or service.

At the end of the day I am sometimes confused. But then again I consider my role and perhaps who I thought I was in the moment and then I know the real reason for my response and confusion.

Angry

2011-03-25T08:39:00.000-07:00

I worry sometimes about being angry.

I'm angry about gas prices and everyday injustices, about the guy who cut me off in traffic the other day and I'm angry about the weather.

Yea, I know it's not healthy to be angry or even logical to get upset about things you can't control.

But I still feel angry.

I think I am mostly angry about myself for not being able to change things, or control things, or even fix things. I guess if I could, I would lower gas prices, cure the injustice, create more sunny days and get that guy driving lessons.

But if I did that, you would probably get mad at me for having so much power, so much control, and not doing what it is you wanted.

No Need to Care

2011-03-20T10:57:00.000-07:00

It is hard to escape it. The indifferent look, the blank stare, the "whatever" response. If you haven't noticed, customer services is at an all time low. People aren't expecting much and it would seem we really aren't getting much in return. If it doesn't work or fit, if it isn't quite right, or doesn't taste as expected, well, too bad. That is just the way it is. You pay and you take your chances.

Perhaps the answer lies within some cultural ,economic and societal changes. People don't have much of a vested interest in their behaviors or jobs anymore.

There isn't the pride, incentive or interest in doing things well. There also isn't a real sense in most people of what is done well and what is not. So, we are often debating about standards that don't exist.

It is hard to give what you never got. So when it comes to the work-a-day world, if you don't know and really don't care, the end results shouldn't be such a surprise.

The Myth of Competence

2011-03-12T10:09:00.000-08:00

Competent is good. Incompetent is bad. That's pretty much it, or so it would seem.

Competent people are important to our society. You want your surgeon to be competent so you survive the operation and hope extra stuff, like towels or surgical knives aren't left inside your stomach. You want your roofer to be competent, so when they fix your roof, it stops leaking. You want teachers to be competent so your kids will learn, develop good habits and grow as human beings while in school.

Competent people are also know to be reliable and dependable. They work for organizations for years and years. They do the same thing over and over again, that's what makes them competent.They know how things should be done, just ask them, they will tell you.We often pay a great deal of money for competent people to tell us or show us how to do things.

Interestingly our society has become "fascinated" with competence. We can gain our entry to competence at college with degrees, or through certification programs. Sometimes if we are short of certain people with competence, we can appoint them in a moments time, with badges, or plaques that say, "Your Competent". If you have your own company, you can create your own competent employees and called them "registered" or certified, or "licensed".

Competent people do predictable things. They often say things like, "that's not our policy", or "we don't do that here". Competent people often are generous, because they will often do it for you, "this time", or they will, "let it go for now".

Competent people have competent resumes, they do things that companies are looking for in competent employees. They sort of have been there and done that.

Without competent people, we wouldn't know which of the 7 choices to push when we call to get our bank balance. We wouldn't have someone to explain our phone bill that each month has additional charges that often make no sense. We wouldn't have to wait months for a committe of competent people to make a decision about something that needs fixing "now".

Without competent organizations we wouldn't have jobs ,that require 4 years of college, which then allow us to answer phones and put people into voice mail. We wouldn't have people who come in late, go home early and do little in between. We wouldn't have bosses who are mean, selfish, petty and just not very helpful.

Competence is important, it is often the opposite of unique. It is the arch enemy of creative. It is all too often what we become when we don't want to be bothered any more, when we don't care enough to see how things could be different, or better.

People

2011-03-05T08:19:00.000-08:00

People like to come to their own conclusions, not yours.

Saying and Doing

2011-02-26T07:07:00.000-08:00

Sometimes it is necessary to ignore the obvious.

Should experts and professionals be able to demonstrate the same skills and competence they profess to exchange for your money?

Why do advertising agencies sped so little money on advertising? Why do so many health care organizations and hospitals have so much difficulty providing health benefits for employees?

Why do so many large corporations talk about customer service and deliver so little in real terms? Why are chamber groups and leads organizations so futile in helping small business individuals grow and develop.

Why do schools promote degrees and certification programs that only leave the graduates virtually unemployable?

Well, its probably just a business. Someone would say, good intentions are the point and no one, or no organization is perfect. So maybe, what you say is more important than what you do.

Perceived Value!

2011-02-01T05:53:00.000-08:00

It is becoming harder and harder to make decisions, to make a choice.

What sort of digital camera should you buy? Where is a good place to go for your next vacation?

If you have money to invest, where should you invest it? Looking for a new job, or extra work, where do you go, who do you ask? Who should work on your car, install your windows?

Questions and decisions often center around perceived value. Is this the best product, service, value for my money? Can I trust them, will they do a good job? Will this be easy, fun or worth the effort?

Seldom are these questions answered to one's satisfaction. Sales and marketing people often think they have answered the questions. But the consumer, the end user, the person looking and ultimately paying often isn't sold. So, we hesitate, we delay. We wait.

We can't decide,because we still often have doubts. And those providing the service or selling the product don't seem to care. They want our money, our business, but all too often they are too busy selling us and not bothering to offer value, or provide assurance that things will be as we hope and anticipate.

What is the perceived value and how will it be delivered to satisfaction? That is a good question and one worth asking and worth delivering, for all parties concerned.

My Way!

2010-12-09T07:23:00.000-08:00

Times, "they", seem to be changing.

However that depends on your age and circumstance. Data suggests that we now have four different generations of people existing in the same time and space. So, a teenager might be working or shopping in the same location as a 80 year old man or woman. A 55 year old executive may be trying to figure out how to manage a bunch of 30 year olds who seem to have a different version of the corporate handbook.

A 43 year old woman may now be a grandmother and wondering how her 20 year old single daughter is going to raise a newborn. A 38 year old male supervisor can be really confused as to how he might manage the various attitudes and work ethics of staff comprised of both old guard workers and newly hired teenagers.

The scenario's go on and on, but the situation remains the same. People from each generation think and act differently to their life circumstance. Different life styles, attitudes, work ethics and social interactions are just a few of the variances that occur from one born in the 50's to someone born in the 80's.

What one person has come to know and accept as values or rules does not always seem apply to another. Common sense and common courtesy are now open to debate. The way you do it, is not how I want to do it. What you think as proper,may not even on be my radar.

Have you noticed? Or is noticing other people not part of your personal landscape?

Egonomics

2010-11-30T07:57:00.000-08:00

Business books offer ways and means to further your success. Often times via topics that that revolve around some "brilliant idea", that if enacted would improve or greatly enhance your business, your success.

Generally overlooked, is "your personal ability and aptitude to enact these "ideas or concepts". If for some reason you are limited emotionally or intellectually, seldom would any concept or approach offer much in the way of change or success.

We read and hear stories of the Dilbert Principle at work and how goofy and unproductive personalities and individual behaviors can be to workplace success. Perhaps the best start then, would be assessing what you can and can't do, and then develop your own behavioral benchmarks. Working in a large organization will allow you to hide and often be one of the Dilbert characters. Having your own business and not discovering your strengths or weaknesses soon puts you back to work with the Dilbert crowd. Maybe not bad work if you can get it!

Happy Holidays or Maybe Not?

2010-11-25T06:53:00.000-08:00

The holidays have long been associated with happy times and pleasant thoughts. Somewhere in the past few years this association has become linked to stress, hurry and getting annoyed.

Gift giving and shopping has turned everyone including retailers into less than considerate, more concerned with moving product, processing orders and basically getting stuff out the door.

They push it out the door, we take it home and wrap it up for someone to use for the moment and then, the fretting begins about paying for all this mandated generosity.

What happened to good time, good cheer and general good will toward all. Perhaps Today only sales and 40% off coupons have diminished that general concept. Maybe giving an Ipad is now the only way left to show you care.

Goodbye!

2010-10-05T11:04:00.000-07:00

When someone dear to you passes, what can you do?

How do you respond, how do you deal with the sadness,the hurt, grief?

I can only ask the questions for I have no clear answers.

Perhaps the truth is in the understand of what has happened and how this will not change.

We all must leave this earth and in the passing of others there is both the

sadness of the moment and the wisdom of the experience.

And in the end, through all the hurt, all the sadness, the memories, the

regret, we are left with how we live. For the living part is how we make amends,

improve upon what was and what might have been. Since we can't go back

I don't know what else can be done.

I see, You see!

2010-04-26T08:06:00.000-07:00

Perceptions and how we "see" things can be interesting.

When people gather together....

A teacher might see - students

A salesman - prospects

A health care professional- patients

A performer- audience

A sports figure - fans

A overworked security guard might see -a mob

A minister might see - a congregation

A ticket vendor might see - customers

What do you see?

Dis-Connected

2010-04-20T07:38:00.000-07:00

Yesterday, while working on my computer, I got disconnected. So, I tried to reconnect the same way I always do. A shake of this, a pound on that and a pull here and there, gets me reconnected.

No such luck, still disconnected. So, I just go back and check this port and that line and this connector -a few bang, boom, wiggles later we should be good to go.

Once again, no connection. This apparently was going to take more time and effort than expected.

Upon reflection, I started wondering about personal and professional connections.

When we talk with people we assume they heard, care and might respond as expected.

When teachers teach, they are often disappointed to find students haven't heard, learned, or even done the assignments.

When Managers tell employees what to do, they expect to get the desired results.

When we sell something, we often think a proposal, or a lengthy conversation has created a done deal.

When you date, you suspect a pleasant evening and conversation will lead to more of the same.

Put the wrong plug in the wrong socket, no connection. The wrong idea, concept or experience presented to another produces- no connection. Sometimes,you can plug the wrong cord into the wrong connection- it might look right, but you still won't connect.

The disconnect with computers and appliances is pretty clear, whatever you didn't connect, doesn't respond.

Connecting with people may be more subtle, but if you look at the results you might find the same concept. If done incorrectly,you really haven't connected, it often just looks that way!

Consider!

2010-04-09T09:11:00.000-07:00

Two thing you should stop doing

Two things you should keep doing

Two things you should start doing

The things that initially make you successful are rarely the things that keep you successful.

Alive vs Undead

2010-02-08T05:42:00.000-08:00

When I was a kid, I really enjoyed movies about "Dracula". Dracula, the "Vampire" was, if you recall, mostly dead. He had the ability to move around, usually at night, terrifying people, draining their blood, then making others "undead", just like himself. Before you knew it, poof, a whole bunch of "undeads".

As an adult, I seem to run into a lot of "undead" people in the business world. They answer the phone "alive", but often they seem, mostly dead. I would say, detatched, uninterested,uninformed. They seem to quickly pass you into voicemail, or tell you, that "so and so will call back later". No energy, or enthusiasm, just there.

Vampires were fun, scary, unique. Answering the phone as an "alive" person with nothing interesting to say, with no information or help to offer, seems silly, sort of "undead". Doesn't this defeat the point of answering the phone "alive"?

Fear and Being Afraid

2010-02-04T12:48:00.000-08:00

Fear is a compelling emotion. It grips you. It can possess you. It can rule your life. Some fear is good. Good fear keeps your hands out of the mouth of aligators, stops you from running around the house with scissors, probably even keeps you in line at the office, or with your wife.

Bad fear, is not having the courage to take action, to accept consequences, to face the demons we all have inside.

In business and in life we can have those moments when we are afraid- afraid, to loose something, to face someone, to accept things, or even submit to change.

History says successful people face the fear, and do what needs to be done. They accept criticism, they are willing to change, they accept loosing as part of winning.

Fear is compelling, it can change you, your life- sometimes for the good!

Illusion and Delusion

2010-01-28T10:51:00.000-08:00

When professional basketball player, Lebron James soars through the air enroute to the basket and seems to suspend himself "forever" above the ground, that's illusion.

When a magician, makes cards appear from out of nowhere, or makes himself vanish into thin air, that's illusion.

If you think buying a pair of Nike tennis shoes will make you perform like " LeBron", that's delusion.

We all fall victim to believing and wanting to believe that doing certain things, will produce certain results. The trick is, in figuring out what can be done and what is worth doing.

Knock-Knock - Who Cares!

2010-01-26T07:45:00.000-08:00

The blank stare. The indifferent response. The " push one for, push 2 for", directories. We all seem to be getting better at accepting less and less from each other in our day to day contacts.
It's probably ok, if your husband,wife, or kids are crabby, or your friend is having a bad day. However, it seems a bit odd, to pay for indifference.

The blank stare that generates the, "I can help "Who's next", or the casual indifference that accompanies the, "I'll take that up when your done", seems more common than not. It's happening at the bank, at the hospital, in the retail store, restaurant- just about everywhere customers come into contact with providers.

Maybe, Knock-Knock - "I care " is is a good place to start.

Mirror, Mirror

2010-01-23T12:57:00.000-08:00

Sometimes the best mirror is a trusted friend!

Resources vs being Resourceful

2009-04-17T08:47:00.000-07:00

Every once in awhile, or perhaps more often than I would like, I get stuck, get frustrated, get lost.

In those moments, quitting seems like the best thing to do. After all, if I quit, I don't have to face the frustration, deal with the annoyance, or confront the fear of failure.

When I stop the pity party and decide to move on, I start to find a long list of things that I don't have-like enough time, enough money, enough contacts, enough knowledge or skill to move forward.

When I ultimately decide to really move forward, it is because I have the desire and passion to do so. Then, in those moments I become resourceful and find whatever or whoever I need to make things happen.

For some reason, when I decide, believe and then commit to do something, suddenly the need to find or rely on resources outside of myself seems to disappear.

Just a thought!

Confronting Reality, Sometimes!

2009-04-13T06:14:00.000-07:00

Larry Bossidy and Ram Charan have written a business book that addresses an interesting premise.

"Confronting Reality", in a business framework or circumstance.

Confronting reality is like telling your wife, "no, she doesn't look fat in that dress". Confronting reality is deciding not to do the hair comb-over anymore. Confronting reality is also accepting that your boss isn't all that competent, that just going to church and trying not to fall asleep isn't quite the point.

Most business books present a reality that we accept or are willing to believe in some way - Creating Raving fans, or Moving Cheese and going from Good to Great seems reasonable. Most all business books are written in a framework that suggests they and them, not you our us. As such, we don't have to believe there is anything wrong, just something to do that makes, "things" better, more refined.

Finding out that you aren't very good with people, customer service, or that your product is merely a commodity is a tougher, less appealing version of "reality".

Reality is a tough place to be, and surely a difficult task to assess, especially when self and ego are involved.

If reality is distorted, unrealistic, or deflected how is any real benefit accomplished? How is change enacted? How do you do the same things over and over again and expect different results? If you work for or deal with any large, long standing organizations or institutions - well,you probably already know.

Well, maybe not. Guess, that depends on your reality.

Death and a fine!

2009-04-12T09:17:00.000-07:00

Thanks to Seth Godin for the original post.

Realism- Presentism

2009-04-10T05:46:00.000-07:00

Realism- The belief that things are in the reality as they appear in the mind.

Presentism- The tendency for current experience to influence one's view of the past and the future.

These are the lenses of our world. Had your vision checked lately?

Doing Just Fine vs Remarkable

2009-02-02T10:17:00.000-08:00

Doing just fine seems pretty good. I know my bank is doing just fine, they have lots of locations, lots of customers, lots of complaints, but they are doing just fine- nothing remarkable.

Local newspapers seem to be doing just fine, struggling for advertisement, copying each others stories, saying the same things - nothing remarkable.

Nike seems pretty remarkable- designing new products, exploring new avenues, signing Tiger Woods, LeBron James, Michelle Wie and others to "advertise their stuff".

Apple seems pretty remarkable- introducing new ideas- getting everyone to copy their I-Pod- just making interesting products.

No facts here, just opinions. You decide what is doing just fine and what is remarkable, then decide which you want to be and how to you want to be perceived. Being like everybody else is getting less and less remarkable and even harder to be, " just fine".

Something to Believe in!

2008-10-13T06:50:00.000-07:00

You wake up everyday and believe in something, or so one would hope.
We believe in the human spirit that people are generally good.
We believe our car will start so we can get to work
We believe that someone will value who we are and what we do
We believe that the government has some degree of competence or capability to govern and lead

We believe our kids will grow up to be happy and healthy
We believe that the auto mechanic, dentist, real estate agent, lawyer, plumber is doing what we are paying for and doing it well..
We believe our parents,friends and loved ones will live forever
We believe that getting old is not a bad thing

And thru our belief, we reflect a perspective, a point of view, a way of being.

For so often what we believe is how we act, react and respond to life and living.

So,be careful about that which you believe and act accordingly, then maybe life

will have more value, more substance for yourself and others.

And perhaps what you believe will become more a part of your reality.

You will find it on our web site!

2008-08-28T05:52:00.000-07:00

It's there if you look.

I recently called an 800 number to clarify some information found on a company web site. Their secretary very quickly tried to direct me back to the site, suggesting that everything about the company and product was located- there( one the site). When pursuing the human element like where they were located, or how long in business, or what they actually did, I got a terse response. "It's all on the web site".

Yes, the substitute for human contact or interaction is in full gear, so welcome in the new world of Web 2.0 and so called E-Commerce.

Interestingly, you would think that marketing types and administrators would understand that since anyone, anywhere can create a web presence that human contact and verification of products and services would be critical and even a necessary complement to the business.

However, the need to send people to the site for information and not interact with customers or prospects is becoming more the norm and not the exception.

Perhaps in this notion, that one can run a business and never really interact with customers, is a new opportunity. An opportunity to engage people, with their concerns, interests and questions. A chance for real dialogue to discover needs and opportunities. A chance to make contact with real people and a chance to develop some sort of relationship.

One might even find ways to improve the companies customer service or update product offerings.

If you are looking for more information on this concept, look it up, it's on the web.

What Happens in Vegas, maybe shouldn't!

2008-04-25T11:41:00.000-07:00

My wife and I recently returned from a vacation stay in Las Vegas.

Maybe we are getting old and no longer "represent" the demographic that makes the city tick.

What we experienced was a lot of indifferent customer services, exceptionally poor communications around a variety of topics, broken, not working and over priced food,services and facilities.

We stayed at a top flight hotel, paid top rates for everything and left feeling like we will probably never return.

Perhaps more poignant and more important was that there seemed to be no remedy, no concern and no voice for our poor experiences.

The say what happens in Las Vegas, stays in Las Vegas, now, we know why!

Becoming Irrelevant

2008-04-04T05:19:00.000-07:00

It seems to be happening, I am just fighting it!

Becoming irrelevant, that is.

I have a small business that seems to be getting smaller by the month. I have problems with vendor relations because I am small and "don't generate a lot of revenue for them". So, when there are mistakes made, or problems to be solved, I hear how there isn't a lot of time to dedicate to my account, "because I am small".

I guess being small, makes your irrelevant. Perhaps some day support services organizations will realize they have a bunch of "small revenue generators that make up their business. It is no fun to discover you really don't matter in someone else's scheme of things.

Everyone should matter, big or small. Or is that just a religious philosophy?

Don't Show and Tell, If you can't Do!

2008-03-27T11:54:00.000-07:00

If you have a service or product that has been recently updated, and you are eager to get your prospects and clients into the loop about the new features, perhaps you should make sure you can deliver as expected.

I recently experienced a "new upgrade" to my existing service and the whole process brought to mind the concept of delivering on promises, and who decides when something works.

The young associated who was now my "team leader", was eager to sell new services and assure me of great new changes. She didn't take time to listen to existing or old concerns and seemed intent on telling me what I needed instead of clarifying what worked best for "me".

A review of my experiences produced deflection, dismissal and denial of my concerns and a quick return to how others had found the new service quite satisfactory. Since I am the one paying for the services, one might suspect my opinion had some merit.

Who decided if your services are working to expectations? And, if you really doesn't do as you say, why bother to show and tell?

Managing People and being the Boss

2008-03-25T09:18:00.000-07:00

If you are the boss, you are often required to manage some people.

Being the boss and managing are not the same.

You are the boss when you tell people what to do

You are the boss when you criticize people's work and behavior

You are the boss when you minimize people and their efforts

You are managing people when you make them better, educate them and elevate their efforts and behaviors to new levels.

Being the boss is easy, managing people, and ourselves is always hard work.

The dash between...

2008-03-24T09:11:00.000-07:00

Thinking about your life is often easier than living it.

When you examine tombstones you'll often see a dash (-) between the date of birth and death.

Some of us have more time than others. Some people can accomplish a lot in a small amount of time. Some people just hang around in their life moving from one point to another.

Since the he dash between is all the time we have, perhaps it is something to think about, or, at least, worth taking the time to consider.

Patience and Persistence

2008-03-16T09:06:00.000-07:00

It is tough to be patient and even more difficult to persist with your aspirations and goals.

The world tells us to hurry, we want it now.

Short cuts and easy tactics are in vogue

Doing the same thing over and over isn't being persistent, that's lazy, and foolish when the over and over isn't working

Being patient isn't about not changing anything, that's stuck; especially when you don't know what else to do.

Persist in learning what works and have some patience with the learning, both take time.

Your average is pretty cheap to acquire!

2008-03-01T10:26:00.000-08:00

Astounding as it may seem people are trading average behavior and experience for average or below average wages. Go figure!

You may have a college degree or two, maybe not. You might be just out of school, re-entering the job market, or searching for another job after a layoff, or downsizing. Your parents are proud of you, you are proud of you and you have trouble trimming down your resume because of your many accomplishments, real or imagined.

Something wrong with this picture? You will be working side by side with average people, who show up every day and do the minimum. You know, those people you encounter every day at the bank, post office, retail store, dentist office. You took classes from them and you hope you never have them as your doctor or hook up with them on a 911 call.

When you meet them, employers often talk a good game, but they know down deep it really doesn't matter how good you are, or pretend to be. Being ok, or average gets it done.

You really can't distinguish yourself form the people next to you and your company really doesn't want star performers, because they really won't pay for it. And sadly the company has gotten so locked into mediocrity it doesn't know excellent from average anyway. So where does this lead you?

Probably back to square one, or in starting your own business, where what you do and how competent you are might make a difference in pay,recognition and accomplishment. Or perhaps you can head back to school where you can get another degree that will promise you lots of success in your new career.

I know, But!

2008-02-19T07:06:00.001-08:00

Recently, I had the experience, perhaps misfortune of attending two trade shows.

This is all about show and tell. Show us your product and tells us about it. If your "stuff", is good, or useful, or interesting, we'll buy it. Seems easy enough. But that's apparently the old way and the old thinking.

What did I experience? Lots of people looking bored and disinterested. Both the customers and the display/sales merchants seemed disengaged. Empty booths, people on break, or booths, staffed with people who wanted to give you a rubber ball, or a pen, or golf tees. They often didn't know what the company did or why. That's because "you need to talk to someone else", or someone else would have to, "contact you".

When asking questions, or posing observations I often heard, "I know but". Just fill this out and someone will contact you - probably in a year or two.

Ok, its just a job. But what do these people really know? Certainly, not how to market, or create interest, or even how to appear interesting. They just show up and sit around. Its the law of numbers, the more people you bore, or bother, or who happen to stumble past you, become numbers. And with enough numbers, you should be able to sell someone something at some point.

It must be working, everybody seems to be doing it.

Saying Goodbye

2008-01-31T08:05:00.000-08:00

When someone passes, we are often requested or desire to say our final goodbye - which often brings all sorts of reflection and memories into play.

Did we do all we could to, for or with that person? Were they someone we valued, appreciated, admired or tolerated? Were we close, did we really know them? Did we take the time to spend time, share moments, acts of kindness or even quality time with that person?

When they pass, this all becomes hindsight. Moments past can't be retrieved, relived, or redone. Perhaps then,one of the valued lessons from one's passing is the awareness that we still have the opportunity to get it right with others.

Saying hello to someone gives us our next chance to get it right, so when it comes time to say goodbye, we will have fewer regrets, and more memories to cherish and celebrate.

How good do you have to be?

2008-01-31T08:01:00.000-08:00

Being the best at something or being very good certainly is a noble endeavour.

Sometimes you have to wonder, " just how good does one have to be".

Performance driven occupations or situations usually require that you "produce". Not selling, not getting projects in on time, not doing quality work will often get you replaced.

Large companies, government jobs, many educational and non profit institutions carry lost of people who seem to work on a different "competence" level or performance scale.

So, you are often as good as your organization allows, accepts or tolerates.

And, if you are the only game in town, or if there is limited competition, you can be pretty bad and still be considered ok.

When making comparisons or looking for an edge, check out what the organization is prepared to accept as "good". Perhaps making the good even better will tip the scales in your favor.

Being the best is indeed a noble idea, sometimes however, it is just a matter of degree, or perception. Or, just being whatever is needed in the moment to get by, to get along is good enough.

Is what we do, who we are?

2007-12-27T05:02:00.000-08:00

Myth or Reality, we often link value to people and and organizations based on what they have, or are believed to do?

The guy in the suit is more important or successful than the guy in casual clothes. The woman with the expensive jewelry, must be special and from money. The kid in the latest shoes, with the coolest gear must be part of a good family. The Hummer means you've go "it". The Lexus says all is well.

Certainly, the Vice president must be very bright, the new high paid department head is quite competent and your boss often helps to improve your performance. You can trust your Doctor, depend on your Lawyer, and be assured that the car mechanic is doing right by you.

You Minster is above reproach, you local Police are there to protect and serve and your buddy has your back. Customer service will service you and your waitress really cares about your meal. Companies hire the most competent, qualified people and a good education is very important. Schools are all about the kids. Nursing homes and Hospitals are caring, compassionate organizations.

If this isn't so, what has happened and why? Is it easier to pretend than actually do? And, have we gotten so lazy that acting like we are something is much easier than working to be what we are expected and needed to be? Or could it be....

As you sow, so shall you???

2007-12-03T11:09:00.000-08:00

Insights and words of wisdom have a way of popping up now and then, all too often, after the fact. As our society continues to age and more and more health and personal issues mount, one has to wonder about the root cause, or, "what were we thinking".

Like most everyone, I have a hard time thinking past lunch. To ponder the future and try to prepare for the inevitable, seems too adult, too responsible. We often would prefer that someone else do that for us. Unfortunately, all to often we realize that "we should have done something sooner". Poor health begs for past preventative measures.Raising a family,staying in shape,caring, sharing and doing the right things- All of life's dilemma's require reasonable planning, insight and some hindsight that considers the inevitable.

Unfortunately for most of us, that is too much like work. What's for lunch?

Confused?

2007-05-07T05:19:00.000-07:00

People are trying to reach you, you are trying to reach them. Most everyone seems to be unreachable.

We are too busy, too uninterested, too rude, too self-centered, too unaware, too something to be reached.

When we want something we go get it. When we need to find something, we look it up. When we need to buy something, we buy it.

We don't believe most of what we hear, or read, or see. We don't even care.

We doubt most everything, we constantly have remorse about most every action, and we are never sure when we get a good deal.

We have too many choices, can't really tell one thing from another and get confused when trying to sort all this out.

For sanity sake, we get comfortable and take away the dilemna by staying with what we know, or by pretending to know something so we don't have to take in more information, or sort out more choices.

So go ahead, send me you flyer, or brochure, or emailer, I'de be happy to put it with my other choices and decisions that I won't be bothered considering.... until?

Good Idea!

2007-04-27T06:51:00.000-07:00

Selene Kepila out of Chicago is to be admired. She has created a great idea and is pursuing a noble concept

Before long, we will all have electronic medical record files. Your doctor and all hospital networks everywhere will ultimately share important information about our health history, treatments and hopefully prevention issues.

Care Data's electronic records is a great tool that can benefit you, your family and your customers. Help yourself and help others get into the system.

Use it as a marketing tool to get to know your clients, to support a good cause, or to help your local charity raise money and awareness.

The best part is, it's free... check it out www.globalpatientrecord.com

Use code worklife07 and your can get the free record system.

YOU!

2007-04-25T08:21:00.000-07:00

You will:

Buy something when you think it has value to you or someone you are buying for..

Listen when you think someone has something to say to you..

Care about something only to the extend you are capable of caring...

Understand only to the extent that you are capable of understanding...

Learn only to the extent you are interested and capable of learning...

So, are other people different than you?

Do this!

2007-04-24T07:25:00.000-07:00

Once you have an idea, a product,or a service you wish to present to others, there is often a gap between the "ok lets do it" and actually getting it done.

This gap often inspires the "I need to do something different", or "what exactly do I do now dilemma".

To fill the gap, there are books, trainings, meetings, groups, professionals, support services, certifications, chants and charms all designed to get you where you need to go.

In short your problem can be solved by.... If you do this = that. x+y=Z

Sometimes you will be required to do this + this+ this, in order to = that. x+ y+ k = Z

And occasionally you will have to do this + this and this, over time, and repeatedly, in order to (produce) = that. x+y+k+ yyyyy = Z

Now, isn't it comforting to know there are solutions to every problem?

Reasonable vs Unreasonable

2007-04-23T08:33:00.000-07:00

George Bernard Shaw once said:

The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore, all progress depends on the unreasonable man.

To be reasonable we often agree even when we don't.

To be reasonable we often keep quiet when perhaps we should speak.

To be reasonable we express the positive in spite of glaring errors and omissions.

To be reasonable, we often offer too much praise when criticism is due instead.

To be reasonable we often accept what is, instead of trying to explore what might be.

Unreasonable is not popular until the crisis, the dilemma, until we simply can't do what we have always done. Even then, the adjustment, the required change will seem unreasonable.

The Secret to the "Secret"

2007-04-06T05:54:00.000-07:00

A new book entitled "The Secret" has received a lot of recent press and the endorsement of none other than Oprah Winfrey. The book suggests that among other things, "whatever you think tends to manifest itself" and through "the law of attraction, you are able to manifest your desires".

People seem to either wildly accept and praise the book, or reject it out of hand. There seems to be no middle ground.

The concept of what you think about has a tendency to happen is not new and is the essence of positive thinking and goal setting. The law of attraction suggests that we bring to ourselves that what we desire and deserve, sort of good karma on steroids. But, we all know that bad things happen to good people and some really rotten people stumble into some really good situations.

We probably have all had unexpected success, and failed in spite of considerable planning and effort. Is it possible to control all this and tip the scales of success in our favor?

The Secret appears to work for those who believe and for those who don't, it is just another silly idea. There is something magical about thinking and hoping that a mysterious secret can be unlocked and our lives, our hopes or that our aspirations can finally be realized. This hope that springs eternal appears to be linked to beliefs.

If you believe, it seems, then all is possible. When you don't , it is on to the next concept or idea. Beliefs get us going and may even sustain us through a long and difficult process that takes us where we need to go.

The real secret may be in what you believe and how you are able to embrace and pursue those beliefs. A little hard work, some intelligent plans and a few, well developed insights will take you a long way to any goal, real or imagined.

Now What?

2007-04-05T12:26:00.000-07:00

People often tell me I have a habit of pointing out problems without offering solutions, but they never tell me what to do about it!

We're a pretty good group!

2007-04-03T05:13:00.000-07:00

While out and about the other day, I stumbled across a "LEADS GROUP"

Sounds like a good idea for a small business owner, a start up, or a sales rep looking to expand business.

I started a conversation with a woman who ran the group and asked how things worked. After a brief explanation I remarked that it was an interesting concept- People who can't get leads for themselves, would help others get leads and also pay for the experience.

Rather than appreciate my humor, or address my sarcasm, she simply said, We are a pretty good group and walked away.

She might have said, well, skeptics make our best members, join us and see how we do things. Or she might have suggested that it seems like I am skeptical, and that she once was as well, but with time and effort everyone seems to gain some benefit.

No support or empathy, she was just upset and annoyed. From her response, I suspect she had heard my comments before from members or drop outs who had found the process less than satisfactory.

When you can't embrace all comments, all observations, all barbs, you are may be a pretty good group, but my bet is that over time you become and stay a pretty small group. Embracing and facing reality is a lot easier than deflecting it or denying it, especially when you or your group are proposing to address it.

Reporting Live from Tomorrow

2007-04-02T04:38:00.000-07:00

In order to learn from our experiences, we must remember them.

Since our minds have a tendency to be less than reliable, we often distort or retell ourselves a different version of what actually happened.

And since we think of ourselves as unique, we often discount the emotional experiences of others.

No wonder each generation seems to make the same mistakes.

No wonder we seem to do the same hurtful things over and over

No wonder we often look back and say, "what was I thinking".

Not in the job description

2007-03-29T08:12:00.000-07:00

My family has a local YMCA membership. Each week, I encounter a young man, who is often busy with "cleaning chores". I've noticed him because he often bumps into me, or cuts between my friends and I as we speak. He is often observed moving about patrons and guests with his head down, burrowing his way through the locker room or recreation areas.

I have tried to make contact with him. A simple nod or a hello, or a how are you today, has received no response.

Just recently, I spoke with the branch assistant director about my observations. She identified that he was a normal, young man, just very shy. It really wasn't in his job description to interact with the members. He was in building maintenance.

Enough said.

My job description is to wonder why we can't elevate his awareness and behavior so all might benefit.

Institutionalized Stupidity

2007-03-28T05:22:00.000-07:00

This may seem like a harsh analysis, or criticism but I wonder.

If you ever had dealing with any sort of organization, they will offer rules and regulations.

These rules are designed to keep "things" simple, or to eliminate multiple variables, or to simply streamline operations.

When you hear we don't do that, or I can't do that, or I never heard of that, you are probably dealing with the onset of rules and regulations.

Companies have return policies to keep people from simply renting their stuff and bringing it back later. Unless of course its a rental store and then, they have rules that make it hard to rent things.

Companies have employee policies to keep employees from coming and going as they please. Otherwise everyone would act like a boss and even less work "stuff" would get accomplished

Restaurants have menus to keep people from ordering just anything they please and confusing the cooks and waiters. You wouldn't want people thinking they were eating at home or Aunt Clara's.

Schools have rules so students and parents won't try to decide what is an A and what is a D. Schools like to promote those who are institutionally smart and hold back those who are not.

Your boss has rules so you and others will know he/she is the boss and that helps differentiate them from you and me. Otherwise, who would be the boss?

And we all know rules are effective, because the people who write and enforce them told us so.

Imaginary Friends

2007-03-23T08:17:00.000-07:00

As a young boy, I had imaginary friends. Whenever I was alone, my imagination conjured up just the right person to make the activity more vibrant, more enjoyable. An Indian to chase the heroic Cowboy, a Batter to face the all star Pitcher, or a group of Soldiers to be led by the gallant Commander- all were at my beckoned call.

As an adult, I sometimes imagine how things might be different if people heard me the way I intended to be heard, or if people would only respond as I had hoped.

The gap between what I am hoping to accomplish and what is actually happening seems to be widening. This same gap seems to be happening between what customers and consumers expect and what corporations and employees are delivering.

Maybe we need to spend more time imagining how thing could be different or at least recognizing that a gap often exists, between what is and what could be.

Feet, Don't fail me now!

2007-03-22T07:50:00.000-07:00

My wife and I recently signed up for dance lessons. Not a bad idea in theory.

The class was offered through a local community program. Held at a local elementary school, lots of people attended, lots of enthusiasm existed for the concept- learning to dance.

The instructor told us she was a college instructor of dance, and a former professional dancer. She had lots of experience and she suggested we were going to learn many new steps and different dances. So far, so good.

As time progressed, we were often standing around in a gym listening to lots of talk about dance steps. Sometimes we got a glimpse of what to do, mostly we were told, observed and then proceeded to try for ourselves. With sixty some people, lots of bumping and stumbling around occurred and noticeable frustration was evident.

Each week, about midway through the class, a male instructor would take over and then introduce a new dance and new concepts. More talking more trying and more frustration.

From the onset, it appeared the class was too big. There weren't enough instructors and too much talking confused most of the people about what and how to do the varying dance steps. Everybody's feet seemed willing but for the most part it appeared that most people including my wife and I were not getting the message as intended.

Sometimes knowing something is not the same thing as teaching something. People hear,see and feel things differently. Putting everyone in a room trying to get them on the same page in the same moment, is expeditious and practical, but may not be very effective.

The message is that you can say and show the same thing to lots of people. They may even want to hear, see and know what you are saying. To get results however, a little more individual thought might be required.

Middle Ground

2007-03-21T20:28:00.000-07:00

It seems almost everyday we are faced with choices. Choices like do the right thing, do the wrong thing, or do nothing.

When you try to offer help or assistance to people, no matter what the trade or profession, these choices always seem to come into play.

Do you do what they want? Do you do what you want? Or do you simply get frustrated with the process and do nothing.

The art and psychology of doing for others suggests that if we genuinely help someone, we are in effect helping ourselves.

The trick and the dilemma is to be aware enough to find and know the middle ground, the point were all parties benefit.

Only Takes One!

2007-03-19T08:04:00.000-07:00

Perhaps this is a new sales approach. Bore people into buying your service or product.

Here is the technique. Talk on and on to someone who isn't listening, then expect them to buy.

Get yourself a booth at a trade show and read a book while people walk past your space. Acting like you don't care makes you seem aloof / special and people like to buy from the elite.

Hire someone to call everyone, everywhere and leave messages on their answering machines about your great product or service. They will certainly call you back.

Send out lots of flyers, mailers and ads to random people. Prospects are sure to respond.

When they call back, have someone answer the phone who says, "he ( she) isn't in, would you like their voicemail"? People like great customer service!

Email people you haven't talked to personally, then invite them to a special program featuring you and your exciting product. People like surprises and being annoyed.

Pretty good approaches. They must be working, everybody is doing it!

Isn't this where someone says, it only takes one?

Ideas

2007-03-16T08:18:00.000-07:00

I expressed an idea to a fellow a few days ago. He said it was a "great idea", but most of his contacts were out of state. Some ideas don't travel well.

I shared an idea with a business owner a few months back. He said, my idea was interesting but it was a lot to process. Most ideas have assimilation timetables.

I offered some ideas to a corporate executive not long ago. He said he liked the ideas, but wasn't sure if the staff would "buy in". Ideas have different acceptance factors.

I offered some ideas to a small business owner some months ago. He was curious and had considered some of the concepts before, but wasn't sure of my credibility. Some ideas have perceived competency quotients.

I explored some ideas with an independent sales agent just the other day. He said he didn't like to get involved with too many different things. Some ideas, it seems, are just not good ideas.

Had any ideas lately?

Good To Great

2007-03-15T07:46:00.000-07:00

A few year back, author Jim Collins wrote Good to Great and expressed ideas and suggestion how some companies made the transition form doing ok to doing quite well. The notion of Good to Great is intriguing, but appears to be simply a matter of perspective. Is an organization doing great because profit is up and/or stocks are on the rise? Is an organization doing great because they are opening more and more locations? Is an organization doing great because they are still in business? Or, because Jim Collins told us so?

Some organizations do well in spite of themselves. Guess that would be Doing Great until the market and customers figure us out. That might take years. In the meantime, what perspective do you use to determine "Great" vs merely Good and who makes that call?

Anyone here can help you- sort of!

2007-03-15T06:27:00.000-07:00

Secretary: Anyone here can help you we have 25 agents, let me put you into voice mail!

Retail Clerk: I really don't know I've only been here 2 months. "price check"

Nurse: That isn't my station, did you push the call button?

Teacher: I think your son has ADD or ADDH or something because he can't sit still.

Secretary: He ain't in. I don't know nothing about that. Did you want voice mail?

Customer Service: We will do it for you this time!

Car Dealer: Your car is out of warranty, you will have to call the manufacturer on that!

Waitress: We haven't had any complaints before, most people like that sandwich.

Manager: Karen is one of our better employees, I am sure you misunderstood her comments, I doubt that she would be rude.

Two Sides to every story- Maybe!

2007-03-14T08:10:00.000-07:00

There is an old adage that suggests there are two sides to every story. Or so one would hope.

What if the other side never gets told.

What if you boss is really the problem not you.

What if your mortgage company is messing up your payments, not you?

What if some of your employees are really as bad as others have suggested, you just don't listen?

What if your customer service department really is rude, indifferent and uninterested?

What if your daughter's teacher is just not very good at teaching, or working with kids?

What if your rules, policies and corporate edicts are really not customer or user friendly?

What if your local hospital network has great promotional material and lousy customer care and service?

What if someone took the time to hear both sides of every story?

Samples and Amples

2007-03-13T08:47:00.000-07:00

Traveling around as I do, I often look for cameras, thinking I am in the midst of a new comedy show. Because...

Many food chains and grocery stores have for years been employing, the sample approach for you to, "try their stuff".

Not a bad idea,it's just the execution that often makes me laugh.

Have you ever seen the meat sample, cheese, or cookie sample that is not much larger than the tooth pick holding it?

How about the Crispani pizza sample often displayed by Panera Bread, that is "for display only" - no touching or tasting!

Have you tried the 2 or 3 tiny morsels inside the miniature Dixie cups featuring the new trail mix or energy bar?

How about real size samples, something I can actually see, and taste.

Think about the whole point of samples? Now, try some AMPLES.

"WOW"

2007-03-12T06:20:00.000-07:00

It doesn't happen very often, but it should. The "WOW" factor.

You have a bad experience at a restaurant, they respond immediately, fix it and make you feel valued, "WOW".

You have problems with your car, your dealership, handles it. No hassles, no debates,no fine print, no big deal- they are there to help. "WOW"

You son or daughter has problems at school, the administration and staff are responsive, polite and helpful. The problem is identified, resloved and people act like they really care, they act like educators. "WOW".

You go to a doctor or dentist office, the staff is polite, courteous and helpful. You spend less time on paper work and insurance data and more time on how you could be helped or made to feel better. "WOW".

Sound silly, but service and expectations have sunk so low, that even doing the basics is rating a "WOW". Sad but true.

Where's the Pain?

2007-03-09T08:55:00.000-08:00

If you are looking for ways to make an immediate impact on your business, industry or professional career, look for the pain!

Most industries and organizations inflict a lot of transactional pain on their customers and suppliers.

Is the pain in your customer service? Too much waiting in line or holding on the phone?

Is the pain in your pricing? Too high, too complicated, too tricky?

Is the pain in your follow up and follow through, because you simply don't do it?

Is the pain coming from your employees who simply don't care, because it isn't their job?

If you don't know there is pain somewhere, you may need to do some searching.

There is plenty of pain out there. Find it and fix it. Your customers are waiting for your response. The results will be immediate and appreciated.

Time for Training

2007-03-07T08:39:00.000-08:00

Training is fun. You go to meetings. Sometimes you break into groups. Often times, you listen to speakers and even watch interesting videos.

Many times you write down clever sayings and take home 3 ring binders with lots of information and ideas. You might even leave the proceedings inspired, motivated.

Then you go back to work and do the same old things you did before the training.

Training is fun.

Ok, What?

2007-03-07T08:21:00.000-08:00

In a cognative diverse world, a message sent is not a message heard.

Survey Says!

2007-03-05T11:46:00.000-08:00

Some people will undervalue you- make a plan to set them straight

What's in A Name?

2007-03-05T08:44:00.000-08:00

Lots of new companies popping up every day. Lots of interesting names.

Mostly I don't give this a lot of thought, you don't either. Unless of course you are the new company, trying to develop a clever name. A name for everyone to remember, to recognize, to call when they need a UBUS, or a Clorus Inc. or a HealthServiceCore,LLC.

Names can be tricky. So tricky, no one knows what you do, or who you are.

If you want to spend lots of time explaining what you do, be clever and create a neat logo with a word that only makes sense to you. Or you can spend lots of time and money telling people that your WYZ LLC is really a Dentist Office/ Design Firm /Coffee Shop.

If you want to to make it easy, see how much information your name can share in a single read. You decide, or let your customers decide. If your customers have to take time to figure you out.. they probably won't.

And the Oz Network is what?

Current Reality

2007-03-01T08:56:00.001-08:00

Reality is a tough subject. My reality is different than yours. Yours certainly can be very different than mine. Even in a moment when we think we share the same reality, there can be vast differences between what is seen, felt, believed, perceived.

Books about success and "high achievers" suggest that assessing reality and getting valid feedback is important. We are told you can't make adjustments or change if we don't have the correct vision or goals. Proper insight is required to improve.

Interestingly, who makes that call? I mean the one about current reality. Is your boss good at judging your performance and then "coaching you up". Do your customers get to decide what you should sell,the level of your pricing or your business hours? Are these decision made at corporate, or by your need for a new car,a vacation or the kids college fund?

Is there actually an expert who knows what you should do,or say in a given situation? Can a networking group really get you leads? Does a seminar get you warm, fuzzy and pointed in the right direction? Would a spiffy new brochure get you more customers? Is lowest pricing the way to go?

Guess that depends on your current reality!

Location and Making Adjustments!

2007-03-01T08:38:00.000-08:00

If you have a great location for your retail/food outlet, you are almost assured a success often in-spite of performance. Its almost hard to drive customers away at Panera Bread, Subway, Gas Stations, Retail Mall outlets...

If you have a really cool new product(s) or trend setting idea(s), you are almost assured of doing quite well. Unless of course, your customer service, pricing, or sales people are so bad you drive all the buzz and customers away. Think IPod, Razor Phones, Utube, Borders Books.

Interestingly when competition enters the buzz slows a bit and your customers get fragmented- they start moving away. Put a Chipotle next to Panera, or an IHop next to Bob Evans and watch the traffic fragment.

Or, as your technology or idea becomes common place then price and service becomes an issue. Sort of like all cell phones and all dry cleaners, printers and photographers, insurance agencies, drug stores...

Soon customers get lots of choices and start making decisions like, humm.. where should we eat today, or let's get quotes on insurance, or let's go on line and see what and where deals are available.

All of these are valid issues for you or your customers regardless of your business or profession. Where do you fit and how are you dealing with the changes, the options? Either you make the adjustments, or your customers will do it for you!

Can't be that difficult!

2007-02-28T08:24:00.000-08:00

I've had some recent revelations and wonder why it is so hard for most businesses to show an interest in their clients.

My dentist knows me, but never calls to see how my "teeth are doing"

My insurance agent knows me but never calls to see how "life is going".

The restaurant my family visits weekly never calls to see how we "enjoyed our meal".

My doctor knows me and never called to see how my "broken finger was healing".

It must be hard to make those calls, or perhaps no one thinks they are "necessary".

Hey, Me too!

2007-02-27T08:11:00.000-08:00

Out and about the other day, overheard and observed an interesting conversation.

A group of men, were just sitting around sharing basic conversation. One fellow remarks, " Say did you see that NASCAR race the other day"? "Nope", the other guy replied, "I'm not a fan"!

"Well", said the other guy in reply, "Let me tell you.... on and on....

About 7 minutes later, another conversation was started, or should I say, another monologue took place.

We all do it.. sometimes more than we should. Getting people to respond to you, to accept you, to listen to you is mostly about creating discourse and equal, often sharing dialogue.

Talking at, talking over top and talking on and on isn't conversation. So, why do we keep doing that?

The Vice -President will see you now!

2007-02-27T08:04:00.000-08:00

Titles are impressive.
The bigger the Title, the more impressive!

I know of several companies who have a CEO, a CFO, and a President. No employees, just lots of Titled, impressive people.
Sometimes being important takes a lot of energy trying to avoid getting caught not knowing, not doing.

If you want to have a successful company or business, get a great idea, or promote a really interesting service or product. Do clever and unexpected things for you potential or existing customers. Don't worry about being caught not knowing, your actions will speak volumes about your "importance"! Leave your Title behind.

Word of Mouth Marketing

2007-02-26T11:07:00.000-08:00

1. If you say something interesting, people will listen

2. If you demonstrate something that is unique, new or useful, people will watch

3. If you think people should listen or buy, because you want them to, you're in trouble

If you have always been doing number three, go back to one and two and try again.

Consider this!

2007-02-26T08:49:00.000-08:00

The postage stamp for its ability to stick to one thing till it gets there...
-Josh Billings-

That, you can't build a reputation on what you are going to do...
-Henry Ford-

That, we learn wisdom from failure more than we learn from success
- Oz-

To be what we are and to become what we are capable of becoming is the only end in life.
-R. Lewis Stevenson-

Every Wonder?

2007-02-23T08:42:00.000-08:00

Do you ever wonder?

Why everyone seems so busy and not much seems to be getting done!

Why women spend so much money on clothes and never have anything to wear!

Why some traffic lights seem like four minutes long and others seem like 4 seconds!

Why the girl at the restaurant takes your order and a different girl brings you another person's food.

Why so many retail employees wear communications head sets, but still can't find anything or locate each other- "Karen are you there?"

Why weekends seem to go so quickly!

And you are?

2007-02-23T08:21:00.000-08:00

Had this funny feeling the other day.

While talking with someone, another person joined our group and asked me, "and you are"?

For a moment I wasn't sure! Should I give my name, my profession, my job category, my zip code?

Who am I? After what seemed like forever, I simply said, "I'm with them". Probably not the cleverest answer, but it worked in the moment. Nothing more was asked, or required. The conversation ended.

So, sometimes I am a professional, sometimes just hanging out, sometimes husband, sometimes lost for words, sometimes full of myself, and sometimes, "just with them".

If you ask the wrong questions to the wrong person at the wrong time, you'll get the wrong answer.

Tap into a "NON-EXPERT"

2007-02-20T08:43:00.000-08:00

Have a problem?

I'll bet a one time or another you have tried an expert's advice, only to be frustrated with the results.

An interesting Harvard study indicates that the chances of resolving a problem increase significantly when one seeks information or ideas from a source with no formal expertise in the problem area.

Don't get carried away and ask Aunt Mary to do your bypass operation, but do consider asking others their perspective on various " problem" things. Things like, why your customer service isn't up to par,why your products aren't selling, why you kids won't behave, or why your house won't sell.

The possibilities are endless, just ask! Sometimes out of the mouth of....

Make it so!

2007-02-19T07:47:00.000-08:00

Positive Thinking is what you think about a problem.
Enthusiasm is how you feel about a problem.
The two together determine what you do about a problem.

-Norman Vincent Peale-

We Bring Ourselves With Us Wherever We Go!

2007-02-19T07:34:00.000-08:00

This whole idea of communications and understanding ourselves and others can be a bit confusing.

Each day, we are faced with challenges and opportunities to connect with others, to be understood, to be accepted. To tell others who and what we are.

Since this is a two way street, those with whom we interact are usually looking for the same thing in return. Sounds easy enough! Why then, do we all often feel so much stress, so disconnected, so misunderstood, so often unappreciated? Why does it seem that no one gets our message as intended?

Advertisers seem to think that if they interrupt you or merely repeat the message over and over you will get it. Your buddy thinks that if he talks more than you, you are listening. You boss thinks that because he is the boss, you have to listen. Your kids decided to stop listening to you after they turned 12.

Getting pretty heavy? Since dragging ourselves around gets a bit tiring, maybe seeking to understand communications basics and what makes us who and what we are would lighten the load!

The gift that keeps on giving

2007-02-15T13:41:00.000-08:00

The business world of today has become very complicated. You have to deal with the strange whims of customers, keep prices low, stay ahead of trends and sometimes decide if you want to be all things to all people.

The internet has helped and hurt with all of these complications. You can be all things to many people with an online site featuring more product /services than any "real" store. Anyone can go online at anytime, to check prices, get product reviews and even find out what others think of your "business". Hey, your competitors might even list your prices and services on their site as a "comparison".

Yet in spite of all the complications, some things remain very basic. Like common sense and treating people fairly. Why offer trick specials or discounts that are negated when one gets to the fine print? Why operate on the premise that your customers are stupid and try to "trick" them into buying or signing up for something that has no real value? Why bother people with repeated phone calls and emails that offer one time only deals, or once in a lifetime opportunities?

Why? Probably because somebody in your organization thinks that these things actually work. Probably because if you try 1000 stupid things and a few of them work you assume your original tricky idea was brilliant. Probably because you or your organization have been doing this for so long, you don't know what else to do.

If these attempts don't work on you, why would they work on your potential customers? Well, I guess you gotta do something!

Leadership vs Managing

2007-02-14T10:12:00.000-08:00

Here are some thoughts on being a "Leader" vs "Managing people" courtesy of author John Maxwell.

Consider:

People more than Projects

Art more than Science

Action more than Reaction

Risk more than Caution

Intuition more than Formula

Relationships more than Rules

Vision more than Procedure

Houdini Solution

2007-02-12T13:40:00.000-08:00

Houdini, most people know, was quite an escape artist. Not a magician, but an illusionist.

Author Tom Schenck, suggests that by thinking like Houdini, we can solve most business problems and dilemmas.

How so? Houdini started solving his escape problems from inside. Inside the box, the safe, the water torture device, the coffin. Houdini was a master at directing all his energy to solving a problem, to escaping the dilemma. Most of us are consumed or at least often side tracked with the burden or difficult of our problems, our "boxes". So, we can't get out.

The illusion we face, is the perception that our problems, our difficulties can't be solved, can't be fixed.We're trapped. With a little bit of hard work, persistence, and creative thinking from inside the box we might be surprised how much we can accomplish. That's the magic of thinking like Houdini.

WHY?

2007-02-12T06:12:00.000-08:00

Why is one of those tough, but good questions that often runs around in our head.

Why did they do that?

Why didn't that work?

Why is this happening to me, to them?

Why don't they respond?

Why don't they buy my stuff?

Why didn't they listen?

The answer is probably very simple. Things just don't often go the way we plan, the way we would hope. People are different. Things change. No plan survives its execution.

Unfortunately we all seek answers to our questions. Especially if things don't go the way we anticipate. We often think, perhaps even believe there is one way, one better approach to all things, to all people, that might actually work.

What if all things are merely random happenings?

Success today is tomorrows failure. What works with Bob, is ignored by Tom. What Karen loves, Joyce hates. Tony isn't really good at anything, just lucky. Some kids are good in school. Some kids hate school. Sound too simple to be true? Why?

Can't get there from here!

2007-02-10T10:25:00.000-08:00

Ideas are fun. Often times Ideas are goofy. Sometimes Ideas are life changers.
Once you have the "life changer" Idea, the hard part starts.

Communicating ideas to others can be very hard. Some people don't like new ideas.They don't like thinking of things differently. They don't like hearing things they hadn't thought of themselves. They don't want something new.

Ideas are fun. But communicating ideas to others can be real hard. Guess that's what makes the attempt worth the effort.

Wish I'de said that!

2007-02-09T10:07:00.000-08:00

"Business only has two functions, marketing and innovation"- Peter F. Drucker

"I would never be a member of a club that would have me as a member"- Groucho Marx

"There is never enough time to do things well, but, lots of time to do them over" -Earl Hollings

"When you come to the fork in the road, take it"- Yogi Berra