Enlightened Conflict

messiness & enlightened conflict

October 18th, 2017

enlightened conflict think============

“Nothing is perfect.

Life is messy.

Relationships are complex.

Outcomes are uncertain.

People are irrational.”

 

=

Hugh Mackay

 

——————–

 

 

“The most successful organizations in the world are the ones who work together, play together, and get messy together.”

 

=

Jeanne Malnati

 

——————–

 

 

Well.

 

This may sound a little wacky but 98.2% of successful businesses are successful truth and conflictbecause, uhm, there is some conflict <note: I made up the 98.2% but you get the point>.

Suffice it to say … conflict, in and of itself, doesn’t make them successful … it is that the conflict tends to create the positive friction which sparks better thinking, better ideas and a better company — a more enlightened organization.

 

I often argue that conflict within an organization is natural … and healthy.

Conflict is natural because … well … while organizations try and create some ‘tidiness’ to the institution itself … the people within are messy. Inherent in this messiness is  a clashing of certainty & uncertainty, known & unknown, learning & unlearning and all the messy things thinking people do when all are aimed toward a greater vision, purpose & objective.

 

We often like to talk about business as ‘rational’ but … c’mon … Life itself is pretty messy … outcomes may be uncertain and people, particularly in business, can certainly be irrational <at times>.

In addition … truth is messy.

And if there is one thing every business seeks in their pursuit of success it is ‘truth’ with regard to “what do we need to do.”

 

Regardless.

 

It is quite possible the messiest part of any business is just the simple objective of getting good shit done.

 

It’s mostly messy because … well … people are messy.

 

Messy in terms of how we interact.

Messy in terms of not knowing what we are good at … and sometimes not standing up for what we really are good at.

Messy in terms of inconsistent communication.

Messy in terms of selective listening.

 

Messy in terms of … well … our attempts to avoiding conflict <we can turn ourselves into pretzels trying to keep things as smooth as possible>.

 

saved thoughts think dark messy self

Now.

 

That may sound like a shitload of messiness … but people, once again, naturally make business messy.

 

Oh.

Even people with good intentions are messy.

 

Yes.

Even good people.

 

Throughout my business career:

 

I have enjoyed a “force of nature” person who has forced enlightenment for the force of good.

 

 

I have endured a force of nature person with good intentions …with less than good behavior … who has forced us to face enlightenment.

 

 

I have encountered an essential force of good within a business … who doesn’t have the ‘nature’ part of the ‘force’ DNA … but is still an essential undercurrent force with which the business prospers by enabling enlightenment.

 

And the entire experience has emboldened me with a sense that even good organizations with good products and good people and a good idea … can be messy AND enlightenment … and be a force of good.

 

Yeah.

 

Sure.

I have also seen how messiness can negatively encroach into the good fiber of a business.

 

But … the one thing I can guarantee is messiness will lead to enlightenment. It is just that I cannot guarantee whether it will be enlightenment used for the force of good or enlightenment used for the force of … well … something less than good.

 

Regardless.

 

All this messiness leads to Enlightened conflict.

 

Enlightened Conflict is a term I often use <heck … it is the name of my site>. To me it has multiple dimensions of relevance to … well … not only to what I believe & what I believe should be done … but to creating a smarter thinking individual <and individuals>.

 

So.

 

recurring issues thinking-dialectic-crisisA lot of people push back on the “conflict” part.

Here’s the basic idea.

 

The more someone understands <or is less ignorant>  the more respectful the “conflict” will be.

Conflict can be debate, discussion … simply when two people have different points of view on things. It’s the basic thesis being challenged, navigating a crisis <the conflict>, antithesis all ultimately arriving at some synthesis.

 

Its not a novel idea nor a contentious idea. But it IS an idea which empowers a business.

 

 

Anyway.

 

The positive side of enlightened conflict resides in the sharing of information so that people just … well … know more. And I would hope <and actually believe> they use that additional “know more” <knowledge of some type> so they can make better informed choices.

 

ideas conflict and falureConversely … I could suggest that the enemy of ignorance is enlightened conflict. I often suggest people think about that because I could argue <and i do> that one of the biggest obstacles to any progress, in business & in Life, is ignorance.

 

Enlightened conflict aggressively attacks ignorance.

 

Therefore, any business with a future with enlightened conflict will inevitably have smarter discussions, more respectful competition between employees <and better teamwork>, become more informed and, ultimately, create better decisions.

 

And, maybe best of all, in their own way the business organization becomes more enlightened.

 

Look.

 

When I speak of enlightened conflict with businesses I am relentless with regard to my belief that little actions can make a big difference. I do that because I believe as long as you empower individuals to embrace enlightened conflict, and respectful conflict, you empower everyone to believe they are all architects of life … and fate.

 

All that said.

 

I admit.

I love a great debate and I typically feast on partially ignorant point of views. I am not that smart but I can spot a generalization or a sweeping judgment a mile away.

 

I am kind of like a vulture lurking over ignorance seeking to swoop down for dizzy the vulturethe debate.

 

It also helps that I am a curious vulture.

 

I like to think and lurk over a variety of topics. On a separate note … I am biased in that I believe businesses, and society, would be a better version of its current form if there were more curious vultures.

 

Well … at least I have admitted being a vulture.

Don’t let that stop you from loving the idea of Enlightened Conflict.

 

I’ve accepted that everyone in life

October 16th, 2017

frustrate suffer people business outcomes destroy

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“I’ve accepted that everyone in my life is bound to hurt me but now I have to figure out who’s worth suffering for.”

 

—–

Bob Marley (maybe said this)

 

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Well.

 

When I saw the Marley quote the first time I thought about … well … ideas.

 

Ideas — thoughts about what to do as well as thoughts about oneself.

 

Uhm.

 

I would suggest that ideas … and thoughts about yourself … are inextricably linked together. I say that because behind every good idea, and bad idea, is some relationship between you <the idea creator> and someone else <a possible idea destroyer>.

 

 

intangibe idea yet to be future businessBehind every good idea is a good friend.

 

Behind every bad idea, and thought, is a bad friend.

 

And you know what?

 

It could be exactly the same friend.

 

Friends have an incredible knack for exploiting the cracks & crevasses in ourselves.

 

Why do I think this happens?

 

People, humans, individuals, are much much better at destroying something than they are creating something.

 

It’s not that we enjoy destroying <although there is some inherent satisfaction in taking shit apart> but I just think <know> it is easier.

Why the hell wouldn’t do something that was easier?

 

That’s why in business there are a shitload of people that can destroy ideas, people, thoughts, process, systems & institutions and a significantly smaller group of people who know how to build, create and navigate taking an insight into real action.

 

create to destroy 1

There are derivates of this thought like … “easier to criticize than …” … “easier to edit it than create” … “easier to find reasons to not do than to do” and, of course, “you have to break the pattern to create a new one.”

 

But at the core of all the snazzy little catch phrases is the fact 80% of people <at a minimum> know how to destroy and only 20% <at best> know how to create.

 

People just are better at dividing & destroying rather than effectively combining & creating something that ‘holds’.

 

But.

 

........... Pierre Pauselli ..............

……….. Pierre Pauselli …………..

The biggest thing you have to accept is that some people do it because it is easy and, unfortunately, some people do with a sense of focus, ferocity and frequency that … well … it just isn’t being done because it is easy but rather it is being done because they <a> gain personal satisfaction, <b> derive personal value and/or <c> are one of those people who simply enjoy destroying and dividing because it makes them look smarter (‘bigger’) in their own eyes.

 

Building self-value off of the easy path is kind of like admitting you are willing to be the tallest midget. The easy path, the ‘knee jerk’ path, only can help you reach a certain height.

 

A height? Yes.

 

But let’s say it can only attain a ‘rolling hill’ type height and not a Mount Everest type height.

The hardest paths in Life & business are the ones which offer the highest prizes – the monumental type wins <which offer you the highest self-value prizes also>.

 

Ah.

But my <c> … the ones who simply like destroying.

 

===========

 

I stopped holding on to people. I stopped revolving my world around them. If they stay, great; and if they don’t, others will come along and replace them, just like others would replace me.

 

—-

unknown

 

=============

 

 

 

Look.

 

Everything ends <at some point>.

Everyone is gonna hurt you <at some point>.

Nothing ever goes perfectly <at some point>.

Shit inevitably happens <at some point>.

Even creators are pretty damn good at destroying.

And creators don’t always create what they want to create.

Everyone knows how to destroy.

Not everyone either knows how to create let alone even how to create.

 

 

These are the Life truths no one sits you down and warns you about when you are a kid. In fact … many of these are mostly associated with the foibles of telling-truth-piss-you-offadulthood.

 

I don’t know why we don’t tell kids.

Maybe we want them to keep some of their childhood innocence or some stupid shit reason.

 

Shit.

 

I don’t know why we don’t tell adults.

Maybe we want them to keep some sense of the belief that anyone can create, good can come from destruction and ‘constructive criticism’ is a role of the ‘wise.’

 

Destroying shit is easy and you just should accept the fact that people will be more naturally inclined to do it … and not be disappointed or ‘suffer’ it.

 

Other than the assholes who seem to thrive only in destroying, most people are feeling their way through business and Life ‘becoming & unbecoming’ and part of that is learning what to destroy and how to create.

 

Saying that … well … I would say that you should probably very rarely treat someone as a finished human being.

 

And you should just accept the fact they will disappoint you on occasion and that is just a part of Life <and business> you just … well … suffer. Its aggravating and sometimes painful … but it is what it is.

 

====================

“It is not fair to treat people as if they are finished beings.

Everyone is always becoming and unbecoming.”

 

—-

Kathleen Winter

=================

 

Now.

 

THAT said … well … remember the ones I pointed out who only know how to destroy and actually seem to thrive on it?

 

Those you don’t suffer.

..... intelligence.org Nate Soares ...........

….. intelligence.org Nate Soares ………..

Especially in business.

 

In business you accept that people will hurt you and your ideas but there is absolutely a difference in types of hurt and the ‘destroyers’ should be insufferable.

 

Those who have no clue how to create anything and destroy aren’t worth a shit.

 

And you shouldn’t accept one sliver of suffering them.

 

Yeah.

I know.

 

In business some of these assholes actually make it to some senior position under the guise of ‘needed contrarianism’ and they aren’t really a contrarian … they are just simply someone who has no idea how to create anything.

 

And, yeah, you have to suffer them <at least for a while>.

 

But.

Here’s the good part.

 

You can make them suffer.

 

How?

 

Create something they can’t destroy. That kills them.

 

Anyway.

 

In the end.

 

Everyone is going to disappoint you at some point and a shitload of those same people will also hurt you in some way.

 

The truth is, in business & in Life, managing decisions is all about a thorough understanding of the decision’s hierarchy of needs & understanding the attributes surrounding those needs … and doing so in some finite amount of time … then decide that which generates the most rewarding outcome.

 

Uhm.

“Generates.”

 

Not all people can do this.

And, maybe worse, some people find ‘the most rewarding outcome’ is … well … not an outcome, nor ‘generating’, but rather destruction.

 

Just think about that for one last time.

 

If we all truly seek a rewarding outcome in which ‘rewarding’ is multiple in dimension — a rational reward and an emotional reward – it would seem to me that we would only suffer the people who desire this kind of outcome.  Or at least only suffer those actually interested in generating a rewarding outcome.

 

Destruction is not a rewarding outcome to anyone but the destroyer.

 

We should never choose to suffer destroyers.

create destroy pencil

 

 

Be wary … very wary … of those who you struggle to find any rewarding outcomes associated with them but only find they thrive on destroying things.

 

And remember …

 

 

Behind every good idea is a good friend.

 

Behind every bad idea, and thought, is a bad friend.

 

And 90%+ of the people will attempt to kill your idea and it will be up to you, and how you feel about yourself, to create the possibility your idea will not be destroyed.

 

have one foot in a fairy tale and the other in the abyss

October 13th, 2017

red shoes_adventure_by_zvaella

 

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“We all have one foot in a fairytale, and the other in the abyss.”

 

—–

Paulo Coelho

 

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My anger at the world coils inside of me.

It’s a directionless seething, there’s no name or face to aim at.”

 

————–

Claire Zorn

 

==============

 

Well.

 

color outside the linesLife demands us to draw a lot of lines.

 

And more often than we would like to admit … it demands we place one foot on one side of a line and the other foot on the other side of the line.

 

That may not sound … well … right.

Or maybe the best thing to do.

It may even sound like I am suggesting you ‘straddle the fence.’

 

This isn’t straddling … this is about being grounded or balancing oneself.

 

If you don’t place one foot solidly on either side, you can be quite easily consumed by the extremes of Life which are, more often than not, found on only one side of a line.

 

If you don’t place one foot solidly on either side, you can be quite easily consumed by others who seek to consume what you may think you don’t really care that much about <but you should … and actually do when you care to think about t enough>.

 

If you don’t you can be quite easily … well … consumed.

 

I guess what I am saying is that Life demands you pragmatically be active in drawing some lines so that you have some sense of when you are getting too … well … “too”. So you can have some sense of … well … where to actually place your feet that is meaningful.

 

Maybe what I am saying is that many of us have no problem ‘making a stand’ but if you really aren’t sure where your line is then it is quite possible you aren’t really sure you are taking your stand in the right place.

 

Maybe think of it this way.

 

It’s kind of like making sure you have things in perspective when you take a stand.

 

It’s kind of like demanding realistic hope.

It’s kind of like demanding some hopeful despair.

It’s kind of like demanding you believe in some fairytales and some abyss-like darkness.

 

It’s kind of like demanding lines for yourself so you can deal with the lines Life is going to demand of you.

 

Look.

 

I don’t really believe there are angry people … they just have so much anger within themselves that their line is drawn differently than others.

 

I don’t really believe there are dreamers … they just have so much imagination within themselves that their line is drawn differently than others.

 

But here’s the deal.

 

You have to draw some lines.

 

draw your lines and choose your side moralThere has to be some reality to ground some imagination.

 

There has to be some truth to ground some questioning.

 

There has to be some principles to ground some rebelliousness.

 

There has to be some fairytaleishness <I made up that word> to balance out some of the inevitable abyss.

 

You do have to have one foot somewhere other than where your other foot resides.

 

I know.

I know.

 

That sounds a little of whack from conventional wisdom because far more often you hear “both feet on the ground” and shit like that.

 

But if you have two feet on the line … well … you have chosen to stand on a thin balance beam and will teeter your entire life. That is tiring & dangerous.

But if you have two feet on one side … well … you have chosen a life of fairytales … or a life in the abyss.

 

All that said.

 

Yes.

 

There are times you draw a line and make a choice to shift both feet solidly onto one side. I would suggest this is a situational decision and not a “living Life” type decision.

 

That is right and that is wrong.

That is good and that is bad.

That is normal and that is not normal.

 

Those are most likely the moments in which Life says “now, in this time and place, here is the line … on which side to you choose to stand?”

I would suggest sometimes we fuck this up by confusing a ‘Life one foot here & one foot there’ decision and a contextual situational decision. What I mean is that in that time and place you may try and keep your fairy tale foot in place and your abyss foot in place … and mistakenly take on a different type of decision demanding a different type of line.

 

That would be a bad decision.empty shoes

 

In that time. in that place. In that moment.

 

You shift your feet.

 

Sigh.

 

I never suggested lines were easy. Just that Life demands we draw a lot of lines. I would suggest that if you do not draw some lines you will find yourself lost in anger coiled within, or maybe constantly living a less than fairy tale life dreaming it all away, or stuck in some dark abyss seeing no way out.

 

Yeah … lines come in pretty handy at times. Pretty handy in managing Life. I can tell you <for sure> that lines can be pretty handy at helping you decide when something should end … and something should start.

contrarian customer-centric thoughts

October 10th, 2017
free-bad-advice-business-blog-contrarian

………. another Bruce contrarian thought piece …….

 

——

 

‘To prosper soundly in business, you must satisfy not only your customers, but you must lay yourself out to satisfy also the men who make your product and the men who sell it.’

 

——

Harry Bassett

 

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“We are all manufacturers – making good, making trouble or making excuses. “

 

——

HV Adolt

 

====================

 

So.

 

compete head hurtsI have probably had to think about, and talk about, the business concept of “customer centric” more in the past month or so than I have had to do in the past decade or so.

 

I have seen so many customer-centric presentations over the years that made my head hurt I am surprised my head hasn’t exploded yet.

 

Don’t ask me why but the oft-horridly interpreted and often mis-implemented concept is making a comeback.

 

Customer centric, simplistically, is the concept of creating a positive customer experience at every point of the pre sale, sale and post-sale.

 

It’s a word we’ve been using for decades <dates back to direct marketing in the 1960s & largely credited to a marketing guy named Lester Wunderman> and most of us in business don’t really think too much about it because we think it is kind of an obvious ‘given’ in business.

 

The problem is that customer-centric has been mangled to a point where we actually have to figure out some wacky ways to define it <most people use it in the sense of putting the customer at the center of everything that is done>.

Frankly, I’ve never met a business person who said their company wasn’t customer-centric.

 

Everyone talks the talk <and have convinced themselves they actually are>.

Well.

I imagine the topic keeps coming up because research with customers keeps telling these business people convinced they are customer centric that … well … they actually are not.

customer experience delivery gap Bain-and-Company 2005

 

The most famous of the debunkers is Bain and Company who shared this enlightened graph back in 2005:

 

 

 

It showcases the delivery gap between how customers perceive customer service and/or customer experience and how executives perceive the performance of their organization in that context.

 

 

Suffice it to say … that gap, which can be scarily extreme, debunks the myth of customer centric in practice when a company simply looks in a mirror and says “wow I’m good looking.”

 

Here is where contrarian Bruce steps into this game.

 

Most business people sincerely want to make customers strategically important to how they go about their business, but they also know what they see from most “customer centric experts’ is bullshit.

 

Therefore, they do the best they can and know that … well … theory is difficult to pragmatically, effectively, implement.

 

Here is where I differ from most of the customer centric experts:

 

  • The most important letter in customer centric is “I.”

 

legacy learn imagine hope mctague“I” as in “what I am good at” and “what I can actually do really frickin’ well” and as in “what is my Inner truth.”

 

Oops.

 

None of that is “what does my customer want.”

 

Look.

 

I never suggest ignoring the customer but I do suggest that before you ever sit down and talk about any customer centric things philosophically, and practically, you better be sure you know what you are good at, what you can actually do and what are the ‘truths’ <good & bad> of your own organization.

 

Most experts talk about “customer satisfaction” and I talk about thinking of the customer as someone with ongoing annoyance interspersed with occasional boredom and indifference.

 

Whew.

Now that sounds tough for any business person out there <and slightly depressing>.

 

But I tend to believe rather than try and build some rosy view most businesses should face … well … reality.

 

The reality is that once you establish customers SHOULD have high(er) expectations they are bound to go largely unmet.

 

Sorry.

That’s truth.

 

That is an unfortunate truth because the majority of customer centric practices choose to try and establish their own “best” to be judged by and … uh oh … they rarely actually keep up with the actual best of the best <because that “isn’t our positioning or what we are about” or because “oh, that is not our industry” or they simply just cannot match the best of the best>.

 

Setting high expectations means meeting the expectations of “customers” who will define everything by … well … EVERYTHING they encounter & experience.

A B2B customer will start thinking “experience” based on how the Starbucks barista treats them or how the Apple online assistance rep treats them.

 

Yup.irritation indifference

 

If you follow much of the customer centric bullshit being fed you, you will end up facing well informed customers who will be in a perpetual state of indifference and/or irritation.

 

  • Indifference will hit those customer centric practices that customers know are underperforming, and that they can avoid due to sufficient availability of the best of the best. If you’re working for one of those underperforming customer centric practices, the scary thing is not just selling less (or nothing). It’s that indifferent customers will stop being forgiving; they will stop being cooperative and giving you feedback on how to be more like other, better performing competitors. They’ll just leave and never return, without telling you why.

 

  • Perpetual irritation is just as bad: this will occur when customers are forced to buy from an underperforming customer centric practice, due to limited or no availability of what they already know is the best of the best.

 

 

In this light, pay special attention to fake loyalty and postponed purchases:

 

 

  • Fake loyalty: customers will continue to purchase from underperforming customer centric practices if the ‘real thing’ isn’t available. To the underperforming customer centric practices, all may seem quiet on the western front, until the best of the best suddenly does become available. Good examples of fake loyalty can be found in the airline industry: millions of frequent flyers around the world know that Virgin Atlantic, Singapore Airlines and Emirates offer a superior experience, but since these airlines don’t fly on all routes, customers have no choice but to fly with subpar airlines now or then, or all of the time. Count on them to vote with their wallets every time new routes are added by these ‘best of the best’ carriers, even if they’ve never flown with them before.

 

 

  • Postponing purchases: some ‘best of the best’ customer centric practices like Apple actually manage to indirectly convince customers to postpone certain purchases. Many customers would rather wait for the iPhone or MacBook Air to become available, than to buy a new phone or laptop.

 

So … what should someone do?

 

The power of “I.”

 

inner truth brand position - Copy

….. Bruce’s consumer version of Inner Truth ………

Let me start with a Brucism — I have not found a lot of successful businesses that suck at everything.

In other words … if you have had some success, particularly if you have had some sustained success, it is likely you have <a> some significant expertise in something and <b> pleased some customers in some ways.

 

I am relentless on having businesses find their Inner Truth. It is often a difficult discussion <because it means admitting you are not good at everything> but by finding, isolating an embracing your business Inner Truth it permits the business to find its value core.

Once you find your value core you are able to insure you foster the attitudes & behaviors that feed into that value equation.

In addition, it insures the business leverages off of that foundation for any new ideas or “asks” of the organization itself with regard to new behaviors and decisions.

 

I have said this before and I assume I will say it a gazillion times again … “stop wishing you were something else and start loving who you are.”

That’s sounds like some bullshit Life coaching advice but the truth is more businesses, especially the ones who start discussing customer centric philosophy, should embrace this advice.

 

To be fair <before I begin my constructive enlightening rant> … the foundational aim for any customer centric practices has been and remains the same as always … to express singularities which consistently distinguish the offering of products and services.

 

And within these singularities … or distinctness … people will seek values, leadership, assurance, clarity … and personality <or character>. Maybe better said … some promise.

 

 

Growing a customer centric practices means it has to fulfill a clear promise. Promises are simple and complex. But suffice it to say, in this case, you make a promise and deliver upon it. Simple as that.

 

Here are some basic steps simplify <or at least clarify> some things that make up the foundation blocks for growing the customer centric practices based on “the power of I”:

 

company assessment

The first step in growing a customer centric practices is to assess the customer centric practices ‘parent’ <the organization itself>. There are several methods for obtaining this information from the end-users but suffice it to say that if you don’t know your company <culture, belief system, aspirations> you will never rear your customer centric practices properly. Never has the quote “be true to thineself’ ever rung more true.

 

good and bad research pepsi

research

Whether you think you need it or not … do some ongoing research.

Research will not only provide qualitative information from key stakeholders, including internal and external customers and influencers, but also flesh out the raw concept that resides in the vision.

The number of interviews will vary according to the typical number of end-users that would have an opinion about your company’s image as well as those ‘inside’ who have an image of what you do well.

The total number of potential end-users may be very small in b2b compared to a consumer product such as toothpaste but suffice it to say you seek to find the gaps & non-gaps of expertise between the organization and end users.

You are seeking some consistent feedback … so you hear the same feedback over and over.

The information collected from the survey is the foundation on which your customer centric practices platform will be established. You may find that once all the results are summarized, the information is very much in-sync with your organization’s internal perception of itself.

 

<note: don’t fool yourself into believing the exercise was a waste of time or a worthwhile effort in this situation … it is not only a sanity check but it also alleviates a lot of second guessing at a later date and plays a significant role in aligning everyone on what matters>.

 

 

Anyway.shared intentions lead people

 

In my experience … 90% of most customer centric discussions that businesses are faced with will begin with the customer.

 

That is the wrong place to begin.

 

Everything begins, and ends, with who you are and what your expertise is and what you can actually deliver. Beyond that … well … customer centric is worthless if you don’t get that right and accept, and embrace, that.

 

 

 

 

Which leads me to the next thing most customer centric experts never tell you <and I am fairly sure most of them don’t think about>.

 

  • Accepting Unevenness.

 

Unevenness?

What do I mean?

customer centric model

 

Well.

 

 

It seems like almost every customer centric discussion seems to incorporate some circle, or some 360degree view, in which you envelop a customer with all the love <functional and emotional> they need to create the utmost satisfaction and undying loyalty.

 

Unfortunately that is just theoretical bullshit because reality is just not that neat.

 

Just as there is no such thing as a well-rounded person there is no well-rounded business in the reality of … well … the real business world.

 

Most customer centric bullshit suggests you need to not only protect yourself on all fronts but also ‘project yourself’ on all fronts.

 

This is crazy.

 

Businesses don’t build themselves that way. Shit. People don’t build themselves that way. You are good at some things and not a good on others.

 

That said … the underlying absurdity in most customer centric modeling is in its suggestion of ‘evenness.’

customer centric learning concept knowledge ignorance

 

The traditional customer centric circle diagram concept suggests you push everyone out toward what they don’t know <boundary of ignorance>.

 

However.

 

Enlightenment, and gaining knowledge to overcome ignorance, is just not that neat.

In fact … it is frustratingly un-neat.

 

Frustrating in that every time you learn something … ignorance still remains … outside your existing knowledge base. And this translates into a state of being perpetually dissatisfied <or the glass is never completely full with knowledge> which obviously can be either encouraging, or discouraging, with a person’s attitude to continue learning.

 

Businesses consistently attempt to fulfill their role in this ‘customer centric process’ by focusing attention on the inside of the circle and keeping everyone carefully inside the boundaries. They do this under the guise of “company consistency.”

 

I imagine the good news is that this helps keep employees from falling off the edge into irrelevant material & learning <and it insures all employees gain knowledge in a logical order> but it also, negatively, impedes upon <a> the way most individuals gain knowledge (which is they follow what interests them) & <b> any knowledge or learning that could be attained outside the sphere of consistency.

 

But here is the really bad news.

 

Organizations are not neat round circles of knowledge. Why? Unfortunately, whether you like it or not, organizations are made up of people, not concepts or robots.

 

As I first wrote about back in 2010  <and have spoken on the topic a number of times> the truth about people is that they become more expert and informed on certain topics at the expense of others. The well rounded circle that might have characterized the “perfect customer centric organization” needs to be replaced by … well … reality.

 

circle of knowledge customer centric learn expertise

The reality of any organization is one of a profile of an expert <or passion on a topic> in some particular domain, and not others, and therefore you will never end up with a perfect circle but rather an ellipse or some wacky trapezoid <or something>, in other words, the circle of knowledge & expertise of any business has inconsistent edges/boundaries.

 

 

 

What this means is that organizations are more like uneven spikey boundaries of expertise & knowledge organisms.

Thinking about your organization with regard to attempting to implement some customer centric concepts will help a business better understand their learning flaws, and learning challenges, but maybe more importantly … better understand their areas of expertise.

 

I say all that because you invariably need to grow your customer centric practices … well … unevenly.

 

=================

 

“In short, not only are things not what they seem, they are not even what they are called!”

 

———

Francisco de Quevedo

 

==============

 

 

 

Lastly <leveraging my last thought off of the unevenness point>.

 

In a hypercritical world <online critiquing driven world> 360degree perfection is a fool’s errand … and, frankly, impossible.flawed and still worthy optimal new people best

 

The more successful path to being the best you can be is … well … be the best you can be on the things you know you can actually be the best you can be day after day after day.

This builds value and believability.

 

Unfortunately most customer-centric gurus start this discussion in the wrong place.

They almost always begin by identifying “weaknesses” or “where we need to improve/be better”. In other words … they begin with what is not an inherent expertise, or something the employees apparently don’t particularly want to do, and make a decision to invest energy attempting to make the organization … well … something they are not naturally.

 

Unfortunately most customer-centric gurus start this discussion in the wrong place.

Customer centric discussions far too often focuses solely on those pesky demanding customers <remember indifference, irritation and unrealistic expectations>. In other words. You are likely to be chasing perpetually dissatisfied, or indifferent until they are dissatisfied, people.

 

That is crazy. Absurd.

 

The better way to be the best customer centric organization is actually to identify what the company does best, that increases customer satisfaction, and say “how can we make our best better” <so we can ‘own’ that expertise>.

 

Some people may read this as “settling.” Or if they want to be harsher suggest that I am stating something ‘lesser than’ a best customer service focused organization.

 

I would tell these ‘some people’ I am a pragmatist and have a tendency to focus on the truths of reality.

 

What do I mean?

 

ideas break the mold new think conformLet’s face it.

 

In the past a company <or their customer centric practices> could get away with not performing at its peak on some things.  Or maybe taking a day off performance wise.

You could because customers didn’t experience full transparency of the best, the cheapest, the first, the most original or the most relevant.

 

Well.

 

That’s all over.

 

And things are bound to get even more radically transparent. I wrote about this years ago and called it “the expectation economy.” http://brucemctague.com/expectations-as-an-economy   Reality dictates you focus on the few things you can master and be an expertise on, offer expectations on those, don’t overpromise on others <even if competitors do> and be ‘customer centric’ by being authentically honest where you are consistently okay and authentically set expectations where you can deliver upon a ‘customer centric promise’ day in and day out.

Reality dictate your customer centric philosophy comes to life in an uneven pattern which actually can stand under the scrutiny of spotlight criticism.

 

In the end.

 

Let me go back to the most important letter in customer centric is “I.”

In this case it is “ideas.”

 

Ideas are the new currency in business, any business, including the service business. If you have a business focused solely on “making the customer happy” you are on a fool’s errand. In today’s interconnected world expectations <and what makes a customer happy> are driven not by your competition nor any realistically relevant industry benchmark … but rather by whatever that customer has uncovered anywhere in the world to establish a benchmark.

If you and your business try to ‘follow the customer expectation’ one-by-one … well … one will quickly become a ‘none’ <as in out of business>.

 

Regardless.

 

Suffice it to say if you are not in the business of generating new ideas to refresh your ‘customer centricity’ you are not competing in the same world as the rest of the businesses out there.

 

I end today’s thought on customer centric with that last one sentence paragraph because inherent in almost any customer centric discussion is NOT any discussion on ideas but rather “satisfaction.”

 

Satisfaction, at its core as a concept, is about “reaction.” In other words, if I am seeking to increase customer satisfaction I therefore seek ways to understand how I can do it <from them> and … well … do it.

 

Ideas are proactive.

 

And maybe that is the most important word, and thought, in this entire diatribe – proactive. 90% of the customer centric presentations I have ever seen have dripped with ‘reactiveness’ … reacting to what customers want in order to make them happy & satisfied <assuming your ultimate value is driven somehow by effective reactiveness>.

 

This makes my head explode.value timeline

 

Reactive value is the lowest value you can achieve.

Conversely.

Proactive value offers you the highest value you can achieve.

 

I will not argue that an effective customer centric organization has to have some good reactive mechanisms in place to show responsiveness to needs but I will argue with any customer centric expert who stops there. True customer centric business is beating the customer to the spot – with ideas, solutions and service.

That is a proactive model. And that is what maximizes value to a customer, breeds real loyalty and … well … insures the business itself constantly pushes out on its own boundaries of ignorance by increasing its circle off knowledge.

 

Anyway.

 

What I do know … or am 90% sure … is that you will not hear or read any of this from the traditional customer centric ‘experts.’ That either makes me a moron or … well … a contrarian.

 

=====

 

“I am the sea and nobody owns me.”

———-

Pippi Longstocking

 

In the battlefield of ideas (gerrymandering version)

October 10th, 2017

 maze-sledge-hammer-idea-thinking-business-light-bulb-breaking-thru-eos

======

 

Richard Lugar <Indiana senator for 35 years>

 

It takes courage to declare dozens or even hundreds of positions and stand for office, knowing that with each position, you are displeasing some group of voters. But we do our country a disservice if we mistake the act of taking positions for governance.

They are not the same thing. Governance requires adaptation to shifting circumstances. It often requires finding common ground with Americans who have a different vision than your own.

 

======

 

So.

 

This is a followup to my battlefield of ideas society version — on gerrymandering.

 

Gerrymandering is being discussed at the Supreme Court level in the United States.

 

Here is the one thing I have not heard discussed, yet, when debating gerrymandering – a desire to create battlefields of ideas.

 

Let me explain.

 

Inherent to gerrymandering is a lack of conflicting ideas to debate. When there is no ideology to compete against the one which will … well … win … then the only ideas which are discussed are the ones that people already deem to be worthy already <this is an ideology discussion and not a battle of ideas>.ideas trapped trapped politics life change business

 

This creates an environment in which a citizenry gets trapped in the same doom loop of existing ideas and ideology never to be freed to view new ideas <or unearn the ones they currently have>.

 

Gerrymandering is driven by politics in America which is an eat or be eaten world.  I could, and will, suggest this is not only not healthy for democracy it is also unhelpful to progress.

 

====

 

“The difference between a politician and a statesman is that a politician thinks about the next election while the statesman think about the next generation.”

 

James Freeman Clarke

 

====

 

I would be arguing to the Supreme Court <and most likely would be laughed out of the court> that democracy is about progress and gerrymandering is not about progress. My rationale for that argument is that lacking any real battle of any ideas there is no progress.

 

But, maybe more concerning, is that if you do not battle over ideas the people, the citizenry, become intellectually hollow. I am not suggesting everyone needs to be an intellectual but I do believe people should be more invested in a better understanding of facts, ideas & pragmatic realities versus ideological opinions & perceptions of truth.

 

Look.

Simplistically … I think this is what people want in a candidate from an economic & success standpoint:

 

  1. Correct identification of the actual, major problems.

 

  1. Plausible, workable solutions <ideas>.

 

best worst people think idea do live lifeI am not sure we want Politicians who deal in the pragmatic reality of governing and how it matters to the everyday business & person … but that is what we need.

 

Without a battlefield of ideas, which gerrymandering eliminates, we don’t discuss what we need … we end up discussing what we want.

 

That is bad.

 

I listen to the rantings of politicians who seem far more caught up in ideology and party positioning than they do in honestly meeting the deep challenges of our economy, the needs of our people, and caring for an environment which is capable of sustain our children’s children.

 

I listen to the rantings of politicians discussing what is right and what is wrong <with regard to citizen assistance> and then witness hurricanes, wildfires and poverty destroying lives and property and then begin to question our priorities when we are unable to respond adequately.

 

Gerrymandering should be discussed not as a structural democratic decision but rather a societal “idea debating structure” discussion. We should be discussing that we want a voting construct which actually FORCES a battle of ideas so that we, the people, can be sure we actually GET the best ideas.

 

I want to listen to the rantings of politicians who are caught up in ideas and the battle to articulate their ideas so that … well … we are here because we have a better idea.

 

What would I do?

Back on February 1st 2016 I offered this thought:

 

  • Stop districting voting blocks.

 

Having republican voting blocks <districts> and democrat voting districts is reckless thinker doer idea workcrazy.

Make a politician win the popular vote in the area they will be representing is in that district. All the people.

I don’t want a republican county or a democrat county … I want a ‘people county’ selecting by popular vote a person to represent their county interests.

Oh.

If you do this, it permits you to choose ALL politicians by popular vote <President included>.

In almost every Gallup poll since 1944 only about 20% of the public has supported the current system of awarding all of a state’s electoral votes to the presidential candidate who receives the most votes in each separate state <about 70% opposed and about 10% undecided>.

Regardless.

Politicians designed redistricting so that politicians could benefit. This is political reengineering at its crudest and worst.

What bullshit.

If we are truly a Republic <which USA is> than the people should design district policies and idea <so that they encapsulate their needs and wants – schools, taxes, infrastructure, etc.> and then by popular vote select a representative who wins the battlefield of ideas.

Remove districting as a variable.

I don’t want a district predestined to select a specific party.

I want voting districts to become battlefields of ideas not partisanship.

 

—————————

outside the box realism idealism think ideasThat was just a thought.

 

I also believe we should have mandatory voting.

 

If I truly believe I have a societal problem in that people are not invested enough intellectually in the ideas that matter to them and to the country then maybe I should enforce some involvement.

 

Do I believe everyone will be an engaged spectator in the battle field of ideas?

No. Of course not.

 

Do I believe MORE people will be an engaged spectator in the battlefield of ideas?

Yes. I surely do.

 

In the end.

 

What I would like is someone who doesn’t insult me with superficial promises and silly diatribes that stoke fear.

 

What I would like is someone who doesn’t insult the intelligence of any and all people and a political system which not only does NOT encourage this but actually penalizes politicians who pander.

 

What I would like is for political campaigns to become battlefields of ideas.

 

I would also like a leader to … well … lead in this discussion.

And … well … Trump is not that leader. He continues to not want to battle on ideas but rather try and win battles by process & procedure <and pandering and superficial promises>.

Frankly, this does nothing to improve society or true understanding of what is right or wrong.

 

And … well … Obama was that kind of leader. He continued to battle on ideas. He didn’t always win but he battled on ideas. Just as a reminder <because there is some untrue criticism of Obama with regard to Fox News> this is what he said in an interview with Bill O’ Reilly:

 

What Obama actually said about Fox:

 

Asked if he was unfair to Obama, the president responded to O’Reilly: “Of course you are, Bill. But I like you anyway.”

“This list of issues you asked about – they’re defined by you guys in a certain way,” Obama continued. “But this is OK. If you want to be president of the United States, then you know you’re going to be subject to criticism.”

 

 

I bring up the Obama/Trump comparison to state that while I wish we had a ideas break the mold new think conformpresident who would encourage a battlefield of ideas … we do not.

 

Therefore I think the entire gerrymandering discussion takes on a completely different hue. It shouldn’t be about who wins from a political party perspective but rather who wins on the battlefield of ideas.

 

The only way I know to do that is to drive debates in a geography which demands some aspects of centrist-type ideas and , inevitably, to a more centrist position where people begin to understand compromise, the trade offs of ideas and neighbor’s wants & needs and wh0 & what represents a greater good rather than “what I think.”

 

And the only way I know to do that is to eliminate gerrymandering and use whatever basic districting which creates a mish  mash of … well … parties, races, incomes, whatever … and force a battlefield of ideas.

 

in the battlefield of ideas (society version)

October 10th, 2017

 thunder lightning ideas storm dark business

=======

 

 “The appropriate response for horrible language and horrible ideas — the appropriate response is a better idea.

 

We are here because we have a better idea.”

 

—–

Lt. Gen. Jay Silveria

 

===================

 

“It’s no longer the case that technologies of communication merely accelerate the public discourse, they now ensure that every possible public discourse happens simultaneously. It’s not one damned thing after another. It’s every damned thing all the time.

And so in place of a deliberative democracy, in which we as a people could acknowledge, and even tolerate, our differences while working through complex tensions at a pace consistent with social cohesion, we get a no-holds-barred battle royale in which all things are always at stake — in which we’re fighting every culture battle, past, present, and future, right the hell now.”

 

—–

Daniel Foster

 

===============

 

Ok.

 

Hugh's Missing the Point

 

I tend to believe everyone knows that we are in a world in which ideas are getting the shit kicked out of them.  For the majority of people ideas float on the superficial surface of our awareness waiting for us to pick one out when it catches our eye.

What that means is rarely do we do any deeper dive to see what else may lie under the surface.

 

This is happening for a variety of reasons … but the one that bothers me the most is the overall lack of interest in ‘deliberative discussion.’

 

It seems like in the battlefield of ideas it is a kill or be killed world in which we instantaneously shoot one death ray, attempt to deflect the one which was launched at us, and assumes, in this assault, only one walks away alive.

 

Ideas do not fare well in battles like this.

 

The battles in which ideas thrive are the grind it out battles. The ones in which there is an ebb & flow with strategy and strategic maneuvering and there are … well … strategic compromises made in order to win or achieve the objective.

 

As I have said before … to truly win on the battlefield of ideas you actually need ideas communicate media training shrinkingto suffocate bad ideas, suffocate objections and suffocate ignorance not by shouting <which just adds oxygen to a room and an idea> but rather by squeezing the air out of the idea.

 

But in order to do that you need to engage in deliberative discussion and … well … not be a coward.

Battles are for neither the lazy nor the cowardly.

 

 

Deliberative discussion means you just cannot randomly pick up an idea off the superficial surface and walk away.

 

You need to engage … well … deliberately. You need to step onto the battlefield of ideas <either as an engaged spectator or a deliberate contestant>.

 

And maybe this is where I get most grumpy with ‘we the people.’ While we may have a shitload of good excuses it almost seems like the majority of people deliberately resist the invasion of ideas.  This almost takes as much effort & energy as actually deliberately participating in the invasion of ideas.

 

This grumpiness on my part made me revisit something I wrote back in 2016:

 

The conflict of ideas does not have to reside in any open debate. You don’t even need another person. Ideas invade in any number of ways. They plant themselves in boxes you have forgotten you even had. They grow to a point where you cannot ignore them anymore and begin to battle existing ideas you have. It becomes … well … a war between learning and unlearning … new and old … what you knew and what you know.

 

I imagine my point is that we are on the battlefield of ideas whether we choose to deliberately be there or not.

 

In general, I this means we are failing society if we do not deliberately participate in some way.

 

In general, this means we are failing society <and ourselves> if we deliberately  curb the ‘art of the idea battle’ by deliberately deciding to  curb the art of critique & criticism <which is at the core of the deliberate discussion>.

 

This is almost societal malpractice on our part because criticism has a role in an effective battlefield of ideas in that it tends to hone the point of attack and … well … sharp edges break through ignorance & well-formed opinions.

 

Some would call this “the ability to unlearn.”

 

But ,maybe more importantly, by avoiding this battlefield of ideas we have ceded the ground to not only the cowards but also the assholes. The ones who do not seek to battle over real ideas but rather simply to win an opinion <note: opinions CAN be ideas but real ideas are rarely just opinions>.

 

Look.

 

business i have come to do battle legacy defineI have nothing against my idea winning <in fact … I like it a lot> but I imagine my point is that the bar for acceptable good behavior to win has dropped significantly.

 

Studies show it.

 

Shit.

 

Just watch the people around you or watch some tv and you will actually see it.

 

And this lack of acceptable behavior affects how we battle. And, well, that matters because a battle poorly fought means ideas lose or suffer and opinions <and assholes> increase their odds of winning.

 

Anyway.

 

I think we all know that Life isn’t just solely about winning and losing … and this is even more relevant on the battlefield of ideas.

 

I think we all know that some basic good behavior isn’t something that needs to be dictated but rather it is simply something good for common humanity within a population with a desire to have better things and do better things than we are doing today … and this includes better ideas.

 

I think we all know that behaving well, at least relatively speaking the majority of the time, has a reward that may not always show up in pride, power & pay but rather almost always in dignity, honor & … well … certainty … and this is important in the actual battle of ideas.

 

I would argue that the three things I just outlined matter a shitload because if we do this then we will … uhm … treat ideas more fairly and less divisively … even as we battle over them.

If we do these things,it tends to lead people to an overall belief, and understanding,  that the idea is fairer for the greater good & society, that the institutions <and the people battling the ideas in the institutions> will treat them more fairly and the world, in general, will end up treating them more fairly <because the ideas are fairer and better understood>.

 

Ah.debate feel facts stories battle of ideas

 

Better ideas better understood –that is the outcome of not only behaving better on the battlefield but permitting a real battlefield of ideas.

 

I do believe we are behaving more badly.

Suffice it to say that if everyone took one step back and viewed the battlefield of ideas and the behavior on the battlefield and viewed the wide spectrum of current behavior from good to heinous, well, it just doesn’t paint a pretty picture.

 

Not only are there not a shitload of pretty ideas out there being battled over but how we are battling ain’t so pretty either.

 

Frankly, we are acting more like assholes every day.

 

Even the people who are trying to stand up against the assholes.

 

And in doing so while societal discourse suffers the largest loser in all of this assholishness are the ideas.

 

==================

 

“Only a more civil and honest public discourse can help us face up to our challenges as a nation, in a way that would make them proud.”

 

———-

Barak Obama

 

===========

 

Lastly.

 

With all of this assholishness behavior floating around and ideas suffer … you have to hunker down and understand it’s not personal … it’s about ideas.

 

I know. I know.

Conceptually this is a tasty high road we like to offer everyone who sits at the idea table.

Realistically … well … this one is difficult to swallow.

 

On the battlefield of ideas while the ideas can often do some mighty hand to hand combat far too often the messenger gets personally attacked.

 

But.

 

Here’s the deal.

 

I could care less if I turned on the TV and saw Bruce McTague sucks on every channel I went to. Sure. It would sting but, well, at least in the good ole USofA I have the right to speak my ideas and have the opportunity to rationalize my ideas … and others have the right to criticize … me & my ideas.

 

It’s not personal.

 

At least it’s not if you believe it is a battlefield of ideas and not a battlefield of people ideas think light business‘messengers’ or personalities.

 

We need a battlefield of ideas. And we need this battle to be fought every week, every day, every hour and possibly every minute.

 

Why?

 

The appropriate response for horrible language and horrible ideas — the appropriate response is a better idea. We are here because we have a better idea.

 

We deserve not only better ideas but the best ideas. And the only way I know to get the best ideas is … well … to have a battlefield of ideas. The world, and society, would be a much better place if we actually stopped battling over meaningless things and battled more over the truly meaningful things — ideas.

 

a pragmatic primer for leading a business

October 6th, 2017

 

ideas thinking group community enjoy the tactic business

===============

 

“In general, people are not drawn to perfection in others. People are drawn to shared interests, shared problems, and an individual’s life energy. Humans connect with humans.

 

Hiding one’s humanity and trying to project an image of perfection makes a person vague, slippery, lifeless, and uninteresting.”

 

Robert Glover

==================

 

“Never go outside the expertise of your people.” It results in confusion, fear and retreat. Feeling secure adds to the backbone of anyone.

 

—–

Saul D. Alinsky

===================

 

So.

 

I was fishing around for some new ways to talk about leading a business <I get old habits new habits forward back progress life choice secretsbored with using the same words and thoughts over and over again> and I came across the Saul Alinsky quote … the second one I used upfront.

 

It resonated with me because I cannot tell you how many times I have sat in some company “forward thinking strategy” meeting discussing how we would expand the business … stretching not only beyond the existing functional strength of the business but also stepping beyond the existing expertise of the employees.

 

This is usually cloaked in the infamous “oh, if we can do this, we can certainly do this” statement … or the even more dangerous “we have always figured it out” mantra.

 

To be clear … progress is always tricky. And leading progress almost even trickier.

 

But, if you want it to be less trickier, ‘feeling secure’ is almost always a great step toward increasing the odds of success.

Now.

You can secure the … well … security … in a number of ways – some reality based and some emotionally charged ways.

 

And that is where Saul Alinsky comes back into the leadership discussion. He big plans ruler universewrote a book called Rules for Radicals: A Pragmatic Primer for Realistic Radicals in 1971.   He wrote it as a guide to community organization <uniting “Have-Nots”, in order for them to gain social, political, legal, and economic power>.

 

What I loved about the Rules, beyond the rules themselves, was that Alinsky believed, when organized and directed well, the community can determine & achieve its purpose & goal. That thought, to me, is exactly the attitude a leader attempts to create <supporting a vision offered by the leader> within an organization.

 

What I loved about the Rules is the rules themselves are actually signposts for how to have a company compete in the marketplace.

 

That said.

 

Let me share the rules and some brief thoughts with the rules. The Rules:

 

 

  • “Power is not only what you have, but what the enemy thinks you have.” Power is derived from 2 main sources – money and people. “Have-Nots” must build power from flesh and blood.

 

Far too often … despite the fact 99% of businesses unequivocally state “our difference is our people” … a business forgets to actually build their power off of flesh & blood.

watch people behavior what they say and doMoney comes and goes.

Machines and infrastructure does what it does.

 

But people, flesh & blood, is the true power. It pays, as a leader, to never forget that.

 

 

  • “Never go outside the expertise of your people.” It results in confusion, fear and retreat. Feeling secure adds to the backbone of anyone.

 

Every business I have been involved with has had an expertise. Uhm. The difficulty is that far too many leaders & managers wish the organization had a different expertise or they aspire to some other expertise.

I, personally, love the thought of isolating a company expertise, consolidating the inside expertise and using it like a battering ram in terms of progress.

People love doing things well and being appreciated for the expertise they have <and not diminished by suggesting they should have another expertise>.

 

 

  • “Whenever possible, go outside the expertise of the enemy.” Look for ways to increase insecurity, anxiety and uncertainty.

 

When I saw this one I almost chuckled. It is so good, so solidly strategically right … and I would guess 95% of businesses never think this way. Oh. They may be happy  identifying a “this is what we are better at than they are” and competing with that in their hip pocket … but I struggle to think of any business I have ever been involved with who has sat down and said “let’s go outside their expertise <and consciously accepting they have an expertise.”

 

Crushing a competitor is always fun but ignoring an opportunity to outflank them is stupid.

 

 

  • “Make the enemy live up to its own book of rules.” If the rule is that every letter gets a reply, send 30,000 letters. You can kill them with this because no one can possibly obey all of their own rules.

 

rule book leading a company behaviorOk.

 

Here is why I loved this one.

I loved it because bullshit & hollow rhetoric and promises/claims are strewn throughout the business world. I can guarantee, with 95% certainty, I could pick up any business’s vision & strategy & ‘rules of the road’ binder and find a significant amount of hollow shit. What would happen if I consciously attacked one of my competitor’s hollow shit? Make them live up to their own book of rules?

I am chuckling.

 

You would crush them.

You would crush them in two ways:

 

  • External perceptions: everyone knows almost all businesses make hollow promises but get aggravated when it becomes too obvious that the promise really is hollow

 

  • Internal perceptions: almost every employee simply accepts that some of the company rhetoric is bullshit but they accept it because it doesn’t really affect them. But if the hollow rhetoric becomes obvious AND a pain in the ass … discontent grows. Bitching at the water cooler increases.

 

This is an awesome leadership thought.

 

 

  • “Ridicule is man’s most potent weapon.” There is no defense. It’s irrational. It’s infuriating. It also works as a key pressure point to force the enemy into concessions.

 

I admit. Ridiculing your competition is fraught with peril. However … having i was not made to be subtle me Brucesome swagger and vocalizing your swagger is … well … infuriating to some competition. It puts pressure on them.

Ridiculing, specifically, what a competitor believes is their most potent weapon will … well … infuriate them.

 

Pick your path wisely … but there is absolutely nothing wrong with swagger, infuriating your competition and putting some pressure on them.

 

 

  • “A good tactic is one your people enjoy.” They’ll keep doing it without urging and come back to do more. They’re doing their thing, and will even suggest better ones.

 

Far too often some strategic guru envisions some tactic that will be smashingly successful and then attempt to imbue some excitement within the people who will actually do it. I think the best strategic thinkers find tactics that people enjoy AND can be smashingly successful. Unfortunately this is harder than you would think. But nothing really good is easy.

 

 

  • “A tactic that drags on too long becomes a drag.” Don’t become old news.

 

Amen.

A lesson we forget every day <and should not>.

 

 

  • “Keep the pressure on. Never let up.” Keep trying new things to keep the opposition off balance. As the opposition masters one approach, hit them from the flank with something new.

 

work value replaced effort smarts businessTactical adaptation is possibly one of the most underrated strategic decisions a business can make. While we talk a good game on this in today’s ‘digital world’ the truth is that most of us chase numbers more than we think about outflanking and expertise advantages. That is kind of the bane of the ‘big data’ world.

 

Numbers are good in judging things but, in the end, people & behavior are not numbers and no matter how good a tactic may appear in a number it can always be replaced.

 

 

  • “The threat is usually more terrifying than the thing itself.” Imagination and ego can dream up many more consequences than any activist.

 

I am not an empty threat guy, however, ‘power is what the competition thinks you have.’ My point here is not to make shit up and offer empty threats but rather the more you can make a competitor think, and worry, about the wrongs things the better off you are.

 

Stoke their imagination.over thinking mess

Make them have high falutin’ meetings pondering “what if” scenarios.

 

I wouldn’t do this to replace any of the other rules … but in combination?

 

Whew. This is good stuff.

 

 

  • “The major premise for tactics is the development of operations that will maintain a constant pressure upon the opposition.” It is this unceasing pressure that results in the reactions from the opposition that are essential for the success of the campaign.

 

Sometimes in today’s business world we treat tactics like spaghetti we throw against the wall and hope something sticks. I am not suggesting a business should invest gobs of energy developing operations to maintain constant pressure in INDIVIDUAL tactics but I am suggesting that strategic tactics tend to coalesce and operations can be developed to support them.

I imagine the real point here is hollow tactics may generate some numbers for you but they don’t really make any dent into the competition <which, inevitably, is the key to leading an industry>.

 

 

  • “If you push a negative hard enough, it will push through and become a positive.” Violence from the other side can win the public to your side because the public sympathizes with the underdog.

 

I love this thought because, let’s be honest, we have become a mamby pamby business world. What I mean by that is at the first glimpse of any significant negativity we tend to retreat or retrench. Pushing through a negative is not standard operating procedure in a business today.

 

Let me be clear on this one.

If you do Rule #5 well, you will infuriate your competition. An infuriated competitor reacts <usually with some desire to inflict some negative pain> — they will violently react. If you stay the course, maintain your expertise, well … you can push through and own a positive.

More businesses need to remember this.

 

 

  • “The price of a successful attack is a constructive alternative.” Never let the enemy score points because you’re caught without a solution to the problem.

 

the end game overI call this “consolidating a win.”

I cannot tell you how many times <but far too many> I have seen a business “lose after winning.” It is maddening, depressing & demoralizing … and completely avoidable.

Far too many businesses chase the success assuming they will be able to take a breath and take advantage of the success in a relatively timely fashion.

This is where ideas die.

 

In the take-a-breath moment.

 

This happens for a bunch of well-intended reasons … the most likely one is everyone invests their energy on the attack and a successful attack rather than diverting any energy & time to “what do we do when we are successful” other than maybe a framework of ‘what will happen.’

 

Unfortunately … frameworks do not consolidate.

The solution to this is so obvious I scratch my head as to why more businesses do not do it. Businesses always have two basic levels … the outside structure and the inside structure. The outside is the face of the organization and most typically is the one that pushes through and creates the ‘wins.’ The inside operations gets shit done … I have always had an ‘inside operations team’ well briefed and ready to go and insert them into the breach as soon as the win has occurred and have the ‘fresh team’ consolidate.

I could write an entire ‘consolidation strategy’ piece but suffice it to say your business gains value in a number of dimensions by doing it this way.

 

The larger point with this Rule is ‘don’t lose a win by not having a plan for when you win.’

 

 

  • “Pick the target, freeze it, personalize it, and polarize it.” Cut off the support network and isolate the target from sympathy. Go after people and not institutions; people hurt faster than institutions.

 

Well. Let me share the thought that first hit me on this … “a brand is a promise delivered in the store everyday” <this was The Limited’s phrase>. The point is that a business doesn’t exist if it doesn’t deliver upon what it promises.

 

That said … this is an important rule. As in a REALLY important rule that I bet crushed by objectives short term bludgeon99% of companies do not even think about let alone adhere to. Most businesses target another competitor’s users & customers and go about trying to steal them <persuade them to switch>.

 

Well.

 

What about instead we attacked the company, the support network … the “promise” as it were … and make the people who actually deliver the promise start doubting, or start feeling less than secure, or just “less good about their brand & promise”?

If we did this, we create a gap, isolate as it were, between what the customer thought they wanted and what they perceive they are getting or would get.

 

I love this rule.

 

I admit I had never thought about t this way before … but from here on out it is part of my leadership toolkit.

 

———

 

 

Okay.

 

control goal is to create something that will live together vision Life business

Those are some good rules for business.

 

But you know what?

 

It all comes back to the first Rule and my first quote.

 

Flesh & blood is the real power in any business and … people are drawn to shared interests, shared problems, and an individual’s life energy. Humans connect with humans.

 

Honestly … I don’t think most leaders ignore the fact the people in their organizations are important but I think we don’t elevate them to ‘flesh & blood is the power’ status.

And that is where the Rules come in.

Inherent to each rule, and the success therein, resides with … well … the flesh & blood. That is a pragmatic reminder for leading a business.

 

 

choosing an NFL winner or loser Trump style

September 25th, 2017

interfere word

 

==========

 

“Don’t interfere with anything in the Constitution. That must be maintained, for it is the only safeguard of our liberties.”

 

—————

Abraham Lincoln

=====================

 

“Most of us don’t mind doing what we ought to do when it doesn’t interfere with what we want to do, but it takes discipline and maturity to do what we ought to do whether we want to or not.“

 

———–

Joseph B. Wirthlin

 

====================

 

 

Ok.

 

Just to finish off my thoughts <and frustrations > with regard to Trump’s lack of leadership and the NFL <and pettiness with Steph Curry “dis-invite” of someone who wasn’t going anyway> I wanted to point out just one more trump-i-am-what-i-amincredibly disturbing behavior he continues to exhibit – picking winners & losers with individual businesses.

 

It seems like he has forgotten he is no longer a faux business person, when he could tweet out absurd faux business statements about other real businesses and business people, and that he is now a faux president where he is not supposed to tell businesses how to be run, what an industry should or should not do and call out individual people like he is calling out to the guy who always finds a way to lose to him on the golf course whenever he walks through Mar a Lago’s front door.

 

 

Presidents don’t pick business winners and losers.

 

Presidents don’t tell people how to conduct their business.

 

Governments establish laws, rules & regulations within which individual businesses, industries and people work within. HOW they work within those guidelines is up to them.

 

In fact.

 

Even if a president has some business experience it doesn’t matter how they ran their business, how they believe a business should be run or how they believe specific demands upon organizational behavior should be dictated … it does not matter what he or she thinks.

 

Businesses are enterprises permitted to run their business independent of step-foward-brave-go-do-businessgovernment ‘input.’ It is the right of any business to conduct themselves, legally, the way they choose.

 

I say that because lost in the racial and faux patriotism aspects of the Trump versus NFL <black athletes> mosh pit is the basic fact he interfered in the way an entire business conducts their business.

 

“I think NFL team owners should fire the son of a bitches.”

 

First.

No business owner calls the employees sonofabitches.

If they do they get fired.

 

 

Second.

I have run businesses. No one tells me who I can, or cannot, fire.

No one.

 

 

Third.

I have run businesses. No one tells me how my employees should conduct themselves and what they can, or cannot do,

No one.

 

 

Fourth.

free-bad-advice-business-blog-contrarianYou should boycott the games <do not attend or watch>.”

 

Uhm.

 

So … the president suggested Americans should not support American business.

 

That’s the bottom line.

 

Gussy that up any way you would like but … that’s it.

 

Do not spend you money on American business.

 

At some point I am sure some Trump administration spokesperson can turn themselves into a pretzel telling me how wrong I am to think and say that … but … uhm … the American president told American people that because American businesses were not doing what he believes is the American way of conducting business that American people should no longer support specific American businesses.

 

What an asshole.

What a fucked up version of an American First business ideology.

 

I imagine my larger point is that since Trump was elected he has called out specific companies and industries … and even specific people … all under the guise of “here is what I believe is good or bad.”

 

<i imagine any Republican/conservative reading this just gagged a little>

 

When he has done this … believe it or not … it has made a difference. constructive destructive business progress

 

Businesses respond, stocks respond and the specific target hears responses <from customers, acquaintances and Trump trolls>.

 

By the way … this forces those businesses, industries and individuals to have to spend unplanned money attempting to respond to the highest office in the country.

 

He is the president. Presidents don’t pick business winners and losers.

 

Whether you like, or dislike, what the president has said about the NFL it is coming with a cost.

 

Saturday morning coaches, owners and players thought the game plan was the most important thing. By late Saturday morning PR teams, business owners conference calls, team captains, and players were all geared up trying to figure out what to do and how to respond.

Business as usual was interrupted.

 

We may think football is game … but it is a business to these people and it is a job.

 

Trump interfered with people’s business, careers and livelihoods.

 

In business words have repercussions.

 

pause interfere life business

…….. Trump’s affect on business by interfering ……….

But Trump doesn’t think beyond the moment and the soundbite and the audience.

He is one of those assholes he just lets others clean up the mess he leaves behind and justifies all his shit by saying shit like “I am just saying what everyone is thinking” … not realizing that most business entities kind of build a system to accommodate ‘the shit’ so when someone comes along and topples the system … well … you have to invest energy, time and money rebuilding a new system to accommodate new shit.

 

 

There are dozens of real stupid leadership things about trump that drive me nuts. But this one is actually different. This is a lack of understanding of the roles & responsibilities of being a president.

You don’t pick winners and losers.

You don’t tell someone how to run their business.

You don’t tell someone who to fire and who to not fire.

 

Basically.

secrets loser think sad community bad behavior

This weekend should remind Donald J Trump that he shouldn’t interfere with anything in the Constitution <free speech> and shouldn’t interfere in American business.

 

I would be furious if I were an NFL owner or head coach.

Furious.

 

 

I would be nervous if I were a business CEO or business leader.

Very nervous.

 

Trump has no idea how to be a president nor how to conduct himself as a president … businesses will suffer this fool week after week.

Enlightened Conflict