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.

 

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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

 

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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.

 

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

Everyone is always becoming and unbecoming.”

 

—-

Kathleen Winter

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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.

 

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.

 

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

 

———

Francisco de Quevedo

 

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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.

 

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“I am the sea and nobody owns me.”

———-

Pippi Longstocking

 

a pragmatic primer for leading a business

October 6th, 2017

 

ideas thinking group community enjoy the tactic business

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“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

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“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.

 

 

those who tied the knots are responsible for untying

September 17th, 2017

knot getting shit done business solve question

 

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

 

“Those who tied the knots are responsible for untying [them].”

 

—–

Chinese Foreign Ministry

 

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

 

 

So.

 

We talk a shitload about “business problem solvers” or “disruptors” or any number of ‘problem/solution’ type things in the business world.

 

 

knot variants solve problems businessWell … maybe we should talk more about the knots.

 

Knots?

 

Well.

 

I have eased my way into a number of new responsibility positions throughout my career and one of the first things you start doing when you settle in is scan for the knots that are inherently strewn throughout the business.

 

Sometimes these are nicely tied knots someone has developed and set in place to hold together a process or system or principle to insure it holds something important together.

 

Sometimes these are nasty tangled threads created by someone who didn’t know their ass from their toes, or by the system itself <think of a lawn hose by the end of the summer> or sometimes they are representative of well-intended actions by a variety of people over time <trying to improve or fix something>.

 

And while those are all “sometimes”  … all times, all businesses, have knots.

 

That said.

I can also say that untying knots is not for the faint of heart. To do so well is to be part safe cracker, part surgeon and part Navy Seal.

 

Ah.

 

But not everyone views knots the same – in how they occurred and what needs to be done to untie.

 

I would suggest how you view a knot depends on whether you believe in cause & effect <a linear action model> or in a more ambiguous “a cause can create multiple effects’ model.

linear cause and effect thinking behavior knot

 

 

Let me explain a little.

 

When I started n the business world we spent a shitload of time discussing cause & effect, stimulus & response and … well … a lot of behavior based on a linear ‘if this, then that’ type model.

 

Not so much today.

 

In today’s world almost all situations <internal process as well as consumer/buyer behavior> are ‘knotty.’

knot untie business confusing responsibility

 

I often show a picture of an atom in attitudes & behavior discussion but I like the knot metaphor also.

 

Uhm.

 

Yes.

 

This type of thinking, unfortunately, increases the likelihood of ambiguity.

 

Ambiguity is not one of those things the business world tends to happily embrace.

 

To be clear.

 

There is a lot to be said for teaching young business people cause & effect basics.

I liked growing up & learning the business world encased in a cocoon of certainty type thinking. Linear type thinking gave me some clarity and it certainly permitted some fairly easy conclusions and recommendations.

 

Unfortunately I also found, over time with experience, this increases the likelihood of … well … a shitload of bad things – wasted energy, misguided efforts and monies being funneled into activity generating less-than-desired outcomes.

 

But.

It had been linear logic and, therefore, provided some certainty to base the recommended recommendations on.

 

Ah.

 

Certainty.

 

Certainty is something we all crave in business. But we may crave it for a slightly less obvious reason then you may think.

 

Linear permits us to more easily get the one thing almost everyone wants – a way to get out.

Yeah.

 

It’s not really about solutions or answers … simplistically … it is awareness that there could be a way out.

 

Just think about it a little.

 

Most of us when faced with some situation, issue or problem just want a way out of that situation, issue or problem.

 

And, yet, we spend gobs of time talking solutions and most likely invest far too much time & energy extrapolating out “what of scenarios” in seeking what happens when we untie the knot and move forward. It’s quite possible we should be investing more energy, instead, on looking at a knot and simply seeking the best way out of the knot.

 

And that is where linear thinking kicks nonlinear thinking’s ass.

 

With ambiguity the way out is not only less clear but, at times, it can seem like a crapshoot –what is behind door #1, versus door #2 … a well as door #3?

And who the fuck wants that in any business decision maker situation?

 

Which leads me back to knots.

 

As you move up in management, and Life I imagine, you either get better at linear to navigate ambiguity thinking experience business knotseeing the knot and seeing how to untie a knot … or you remain a linear cause & effect decision maker.

 

I would suggest the world can use both; however, the world <business or otherwise> cannot exist solely with cause & effect decision makers. In addition .. each group and drive the other one frickin’ crazy.

 

But … suffice it to say … we need knot un-tiers.

 

Being an un-tier actually consists of two aspects … one attitude and one expertise.

 

Attitude: personal responsibility.

 

You own the knot.

This is a metaphor … a metaphor for a problem and owning the problem.

We all inherit problems. And the most successful of us look at them as knots, not ‘some simple fix <do this/get that>. The most successful of us don’t sit around bitching about the knots, whether they were there already or created by someone else, but go about assuming responsibility for any and all knots and go about untying as many of them as we can.

But here is the thing about this responsibility. We own the knot. We do so because we know that once we are in a position to get shit done … all that matters is getting shit done. And you know you have the responsibility to do what needs to be done to get shit done.

It does no good to say “not my knot.” You have a job … they are all now your knots.

 

I would note that untying knots is kind of a “go big or go home” type venture. I say that because in business once you begin untying … well … you have to keep going. Knots, good and bad, exist for a reason … so eliminating, or rearranging, a knot will have consequences — stopping is not an option.

 

 

Expertise: ability to navigate the interweaving that binds a knot.

 

Untangling is part vision and part deft touch.

Anyone who has ever untied an ‘impossible knot’ knows that you cannot simply tug & pull … you have to ease one aspect and pull another and maybe even push in other place. Deft. And as you do so you have the vision ability to see the unseen parts and get a sense of where one ‘weave’ has appeared and where it has come from, what it crosses and if it is actually entangled with another weave.

 

———

 

knot theory getting shit done do business

—–

 

I would suggest that this is partially an ability to navigate some ambiguity.

 

Ah.

 

That last ‘navigate ambiguity’ leads me to one last thing.

 

Cause & effect thinkers can be a cleverly dangerous group of business thinkers to work with.

Using the business knot as the example … the most dangerous thing a linear thinker can do is offer everyone the false linear cause & effect conclusion.

 

Huh?false linear cause effect knot business decision

 

Think of this knot as like shoelaces. The knot is there with the aglets <the small sheath, often made of plastic or metal, used on each end of a shoelace>. The linear thinker, incapable of untying the knot suggests the knots doesn’t matter because if I have the left aglet, and the right aglet, they suggest “I can clearly see the ultimate cause & effect”.

 

That is wrong. And dangerous for making a business decision.

 

Not to put this too harshly but that logic is like saying “I love all jelly filled donuts” not knowing some are filled with shit.

 

All that said.

 

I will say that once you have tied a knot you do assume some responsibility for it – keeping it, explain it or even untying it. I mention this because a lot of us leave positions, jobs & companies and far too often leave a knot behind with no explanation.

Maybe we are embarrassed to highlight a knot or maybe we just start thinking “not my worry anymore.”

Well.

It doesn’t really matter what you think … you own the knot and you have a responsibility to talk about any and all knots with anyone who may someday want to untie it.

the randomness of thinking & thoughts

August 31st, 2017

context make things better young

 

Well.

 

Be prepared. I almost always open with a quote but today I open with a sentence … a 198 word sentence written by Oliver Wendell Holmes Sr <father of US Supreme Court Justice Oliver Wendell Holmes Jr.>:

 

—————————

 

 

Many times, when I have got upon the cars, expecting to be magnetized into an hour or two of blissful reverie, my thoughts shaken up by the vibrations into all sorts of new and pleasing patterns, arranging themselves in curves and nodal points, like the grains of sand in Chladni’s famous experiment,—fresh ideas coming up to the surface, as the kernels do when a measure of corn is jolted in a farmer’s wagon,—all this without volition, the mechanical impulse alone keeping the thoughts in motion, as the mere act of carrying certain watches in the pocket keeps them wound up,—many times, I say, just as my brain was beginning to creep and hum with this delicious locomotive intoxication, some dear detestable friend, cordial, intelligent, social, radiant, has come up and sat down by me and opened a conversation which has broken my day-dream, unharnessed the flying horses that were whirling along my fancies and hitched on the old weary omnibus-team of every-day associations, fatigued my hearing and attention, exhausted my voice, and milked the breasts of my thought dry during the hour when they should have been filling themselves full of fresh juices.

 

——————————–

 

 

So.

 

vision-intentions-attitude-bigger-betterWhen I read this sentence <read it several times in fact> I thought of “filling up” and “emptying out.”

 

Huh?

 

Oliver Sr. was no dumb shit. His brain was filled with more “kernels of knowledge sand” than most of us will ever be filled with. And, yet, he outlines how the knowledge works best when emptied of structured thinking and any specific destination but rather when “without volition” new thoughts are unharnessed by old learning rearranged.

 

Couple lessons in that:

 

  • New thinking is almost always simply a new way of looking at something everybody already knows.

 

  • In an age of instant gratification, smartphone access to any answer you would ever want and a belief that the fastest answer is the best answer it is good to remember that thinking is like baking. You have ingredients and you need to properly bake them to arrive at something special.

 

 

This isn’t to suggest that there is no hurry but rather you use the allotted time in the best possible way.

 

I worry more about the latter than I do the former in today’s world.

 

I worry about it because thinking is more often like what someone referred to Emerson’s writing as “a chaos full of shooting-stars, a jumble of creative forces.”

 

That is thinking.

 

Thinking doesn’t pretend to follow rules, enact some methodology or even use dream window of opportunity imaginethe words it is ‘supposed to use.’

 

—–

unharnessed the flying horses that were whirling along

 

my thoughts shaken up by the vibrations into all sorts of new and pleasing patterns, arranging themselves in curves and nodal points, like the grains of sand

 

fresh ideas coming up to the surface, as the kernels do when a measure of corn is jolted in a farmer’s wagon

—-

 

And more often than not, in an attempt to be more efficient in a time constrained world, we try and micro-structure our thinking.

 

It seems like as the world became more enlightened by mass media, structured education systems and “college for all” we have become … well … more sensible in our thinking.

 

Which brings me back to my opening sentence.

 

It breaks all the rules of not only how to write but how to think.

 

And, yet, it captures the essence of thinking … it certainly captures the magic of thinking … and, unfortunately to the thinking methodology Nazis, it certainly captures the practicality of freedom in thinking.

 

thinking lazy capacityOur world today is strewn with catchy incorrect memes, rewritten history, faulty logic and misleading statistics all offered to us out of context.

 

The internet, while offering us a boundless offering of truth & facts, has only encouraged sloppy, lazy thinking.

 

It should be enlightening us but, far too often; it actually encourages some fairly absurd unenlightened thinking.

 

Thinking, and I mean real thinking, can cure this unenlightened cancer. The cancer is not social media or this absurd love of brevity … it is us and our thinking.

 

In thoughtful moments I tend to believe people know this. They know social media and smartphones and the internet is not the problem … it is us. Yeah. All those things make us susceptible to these wacky conspiracy theories, false statistics and alternative facts but they do not live unless we breathe life into them.

 

Look.

 

I do worry about thinking on occasion. Shit. I have even written about how I cried about thinking in today’s world.

 

I have a number of friends who send me memes and out of context quotes to make a point and ask me my view.

 

I probably send more time fact correct and making people aware of truth than I do sharing my own opinion. That worries me. in fact this is a direct quote from me:

nobody gives a family guy

======

 

But here is what really worries me.

 

If you, not a dumb guy by any stretch of the imagination, can truly believe even 75% of what you shared with me then what does the everyday schmuck believe?

 

That is what worries me.

 

=========

 

Thinking does take time and some space and … well … even some work <even if that work is to find empty space and not working>.

 

And, even then, the problem is that you can search the internet far and wide without finding a clear repudiation of some falsely stated, good sounding piece of untrue crap.

 

In fact.

 

If you do spend some time researching something you will more likely find a massive gap between public belief and expert knowledge.

 

There is often such a delusional gap between reality and “belief” it often seems absurd … and absurdly difficult to bridge the gap.

 

We need more thinking today than ever before. And, sadly, we need more thinking on simpler things than ever before.

 

Oliver Sr. was thinking on big things and big thoughts. And we need people like that.

 

What worries me is that in today’s world we need more people doing more thinking on the kernels of corn, the grains of sand and the horses themselves.

 

 

unicorn and ally

I worry about that because if we don’t have more people doing that kind of thinking all we will end up doing is rearranging unfortunately misguided untrue kernels of corn, fake grains of sand and unicorns not horses.

 

I imagine my real point today is that effective thinking is dependent upon tow things:

 

  • insuring we have lots of “true grains” of sand in our heads <not alternative facts or falsehoods>

 

  • insuring we have some time to properly jostle the kernels of corn <or grains of sand if you don’t want me to mix my metaphors> to rearrange them in new configurations

 

I don’t believe the world, society or any business wants us rearranging lies, fake and unicorns in order to form a better union.

be-better-exponentially

 

a change has come over the affairs of mankind (as it always does)

August 28th, 2017

 

generation think attitudes collective individual share

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

 

“… my spirit is also cheered by the obvious tendencies of the age in which we live. No nation can now shut itself from the surrounding world and trot around the same old path of its fathers. A change has come over the affairs of mankind.  … intelligence is penetrating the darkest corners of the globe.”

 

——

Frederick Douglas 1850

 

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

 

“The ultimate test of man’s conscience may be his willingness to sacrifice something today for future generations whose words of thanks will not be heard.”

 

Gaylord Nelson

 

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

 

 

Ok.

 

Because of the business I am in <marketing advertising & business strategic unique abilityconsulting> I am constantly inundated with the hyperbole associated with “new and unique.”

So, I admit, I am always skeptical of “worst ever”, “best ever” and “whatever superlative you want to toss out” ever.

 

That’s why I almost always step up to the plate when I hear someone suggest how the world is changing like it has never changed before.

 

Or that our situation has never been worse.

Or something is better than it has ever been before.

 

I admit.

 

I kind of chuckle when I hear all this.

 

I often seem to create a maelstrom of conversational misery when I state things like “change is the constant companion of every generation” … or say something like “it isn’t any more difficult for this generation … it is just different.”

Or even when I pull out the quotes I used to open this piece.

 

Frankly.

crazy changes the world

Most people my age think I am nuts when I say it.

 

Shit.

 

Most people any age.

 

Or think I am out of touch with what is happening around us.

 

Ok.

 

If I were sensitive, I would care.

 

Or more likely I would care if I didn’t find quotes like this.

 

“… my spirit is also cheered by the obvious tendencies of the age in which we live. No nation can now shut itself from the surrounding world and trot around the same old path of its fathers. A change has come over the affairs of mankind.  … intelligence is penetrating the darkest corners of the globe.”

 

Sure sounds like something you may have heard recently from some pundit on TV.

 

But.

 

This is mid 1800’s in a speech in NYC.

 

It is a fact that each generation has faced some radical change and thought process and attitude shift.

 

Yup.

 

I could argue <and I have> that the more things change the more they stay the same.

 

ideas crazy light

They stay the same because … well … we move on, we progress, we improve upon what is. Inevitably, as that happens, each generation gets “left behind” as another races toward what will be.

Think of it as tectonic plates in which friction occurs as the new plate slowly <and sometimes quickly> surges over the older plate.

 

Yeah.

The older tectonic plate.

 

The one that is supposed to be smarter.

 

The one that is supposed to know the best.

 

The one that “got us to where we are today.”

 

The one that suggests “why throw away what appears to be good.” 

 

Well.

 

The one has someone scraps of truth in what they are thinking.

 

Pieces or parts smarter and know the best?

Yes. Sure.

 

On the whole?

Nope.

 

Why?

 

You don’t know what you don’t know … and if you hunker down on only what you do know … well … that is called “stagnant.”

 

Ok.

 

To be fair.

change-people-technology

A minority of those being left behind actually enjoy the change an the friction and the conflict. These are the ones who empower the youth. Fuel it. Guide it. Not restrict it. Those few get to enjoy the ride toward “what will be.”

 

But they are a minority.

 

On the whole the majority of any older generation holds on for dear life to what they know and makes them comfortable. And it would possibly be okay of they did that and remained silent … but instead they complain and gripe about what is lost within the following generations and, ultimately, go to some fairly absurd lengths to try and slow change.

 

It is too bad.

 

For by focusing on what is lost they neglect to have the amazing opportunity to see what is gained.

 

But.

 

Regardless.

 

In the end.

 

Change comes upon us whether we want it or not.  As Frederick Douglas said in 1850 … ‘you cannot ignore the intellect of the world.’ Change is our constant companion <and mostly a friend> … at all times we face “a change has come over the affairs of mankind.’

 

True in 1850.

 

True in 2017.

 

True in 2150.

 

This doesn’t mean that we are not slow to change … because we are. Change in mankind is like turning a full tanker ship.

Part of this slow change is actually a reflection of mankind’s survival DNA.

 

And if you want to debate the ‘slow change’ than maybe accept thinking of it more like Schumpeter’s Creative Destruction. The small rise up disrupting and destroying the status quo and that of ‘the big’ … and through their destruction <eating away at the status quo> they begin recreating what is into what could be and what will be.

 

Now.

 

I am not suggesting all past experience should be ignored. But it is a fact, a change self getting better and worse same timetruth, that the older generation needs to be able to let go of some ‘beliefs’ in order to free the change that is inevitable in the affairs of mankind.

 

I say that recognizing this is not a truth because they were wrong in the past but rather because they are wrong ‘now.’

 

Effective change demands a healthy dialogue and relationship between the past perspective and a new perspective.

And this is where the current affairs of mankind tend to fall short … they lose perspective as time goes on because they have cocooned themselves within their successful behavior.

 

Regardless.

 

This post all comes down to several overarching thoughts.

 

Each generation faces radical adversity.

 

Each generation facilitates extraordinary change <typically beneficial as a whole>.

 

Each older generation is extraordinarily reluctant to release that which is comfortable to them <and what they “know” … or believe to know>.

 

And, lastly.

 

We older folk, manager types, should reflect upon this.

 

Why?

 

Because we are managers.

And we are managers of those who will foster the abilities of those who will beget what will be better than what we have done or created.  That doesn’t diminish what we have done. And we should embrace the fact we have created an environment for others to go farther than we were able to go.

 

We wonder why managing young people <call them millennials if you would like> is so difficult?

 

Well.

 

It is because we are holding them back <in general>. It’s like trying to tame mustangs in the Wild West. Except we, unlike the savvy old cowboys, don’t change me twitterreflect on the beauty of the wildness of the mustang as we try and tame them. We simply see the wild untamedness and believe it is a shame they are so wild.

 

Older managers, to be successful, need to admire the beauty of the untamed.  And not seek to break the mustangs but rather guide their energy to enable them to take the herd to the heights it deserves.

And maybe even more important … older managers need to remember they are not the mustang’s mothers & fathers but rather we are savvy cowboys seeking to guide energy.

 

Anyway.

Is this poetic metaphor a bad one? Maybe.

 

But certainly something worth thinking about.

 

A change has come over the affairs of mankind … uhm … the more things change the more they stay the same. This is not anything unique … this is called “progress.”

 

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

 

“Those who stand for different causes during different generations often experience the same oppositions and the same difficulties as those of the previous and the next generations. That is the basis of history repeating itself.”

 

Criss Jami

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

 

 

you do not get credit for what you are supposed to do

August 28th, 2017

 

work doing the best you can not enough

===

 

 

“A diamond is a chunk of coal that did well under pressure.”

 

——

Henry Kissinger

 

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

 

“When you do things right, people won’t be sure that you have done anything at all.”

 

God (in Futurama)

 

===

 

Well.

 

 

Think what you want and say what you want to say about Kissinger … but the unseen lifeopening quote is awesome <although, geologically speaking, it may not be truly accurate>.

 

In our quest for recognition as a leader many business people, and leaders in general, seemingly get shoved <on seemingly a daily basis> into some absurd universe where everyone judges you <mostly on some absurd views of ‘being noticed is what matters’ or ‘shine bright like a diamond‘>. I say that because this means thinking of yourself as a piece of coal seems … well … quite underwhelming and quite ‘unleaderly’ <I made that word up>.

 

Uhm.

 

But.

 

One of the most frustrating things you learn early on in a management career path is that you do not get credit for what you are expected to do.

 

And maybe what makes this most frustrating is that this lesson applies to a crisis as well as the most mundane everyday grind responsibilities.

 

But.

 

The thing is as you gain more and more responsibility you learn that this is actually a good thing.

 

People like reliability.

 

People like consistency.

 

People like a foundation of quiet competent leadership.

 

People like you doing what you are supposed to do <with little fanfare>.

leadership confidence credit insecure Trump

 

 

This is a lesson learned early on in a management career … and you can tell the leaders who <a> did not learn it or <b> saw the lesson but lack self-confidence … because they … well … ignore the lesson and exhibit ongoing aggravating self promotion <even on the things they are expected to do>.

 

That said.

 

This doesn’t mean you aren’t tempted to take amount or two to point out in some fairly loud messaging that you want some credit for what you are doing.

 

This is the ‘dance.’ The management & leader “credit dance.’ I call it a dance because every good leader knows they have to do some self-public relations and, yet, they don’t want to be seen as doing any overt self-public relations.

 

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

 

“The price of greatness is responsibility.”

 

—–

Winston Churchill

=======

 

Being a great leader is all about doing your job and doing the right things at the right time … and <I imagine> figuring out how to actually tell people that you did the right things at the right time. This means not being seen a as blowing your own horn or being some narcissistic attention seeking, credit seeking asshat but rather one who understands it really isn’t about gaining credit or accolades but rather reassuring people that the right things, the good things, just get done under your watch.

 

I would note that reassurance is a powerful tool.

 

It is powerful because doing things right isn’t about small … nor large … but if you do it right … really right … people will not really be sure that you’ve done anything at all and, yet, feel reassured that you are there.

 

Now.

 

In today’s bombastic world it can actually become a bad thing if no one notices. Why? <insert a ‘huh?!?’ here> because someone else at the exact same time is telling everyone what they did … and yes … unfortunately … often the squeaky wheel does get the grease.

 

Aw heck.

 

The truth is that the value is never in the credit. And leaders know that. And we everyday schmucks need to remind ourselves of that more often.

 

—-

“I alone cannot change the world, but I can cast a stone across the waters to create many ripples.”

————

 

Leaders know that the little things can matter and that just delivering upon good person what you do not what you saywhat you are supposed to do really matters <a lot>.

 

A subtle touch can create the needed ripples. Doing what you are supposed to do insures the right ripples are always … well … rippling.

 

Good leaders know you can be the initiator, instigator or implementer … or even all of them … and it doesn’t really matter.

 

I would note that within the realm of doing what you are supposed to do about the only thing that can truly diminish ‘greatness of simple doing’ is not accepting responsibility – for the bad and the good and all that it takes to get to either place.

 

I would be remiss if I didn’t point out that what I just stated is ‘character’.

 

Leaders don’t lead by asking or telling people to follow it most often happens by doing the shit you are supposed to do really well.

I know. I know. that doesn’t sound “great” but greatness really cannot be achieved without it.

 

Oh.

This kind of suggests that greatness is a contradiction.

 

Let’s use Winston as an example.

Huge ego. MASSIVE ego. Charismatic speaker. Maybe one of the greatest orators of all time. Made some huge mistakes. HUGE mistakes.

 

But humble in his responsibility. He permitted  the people to get credit for success and strength and what needed to be done … all the while doing what he as supposed to be doing.

 

He was vocal, and sincere, on issues and the people of Great Britain getting credit.

All despite his ego.

 

Great leadership reflects a unique balance of ego and humility.

Ego to effectively lead and humility to be effectively followed.

 

I would imagine those with the greatest character reside somewhere on the line between those two things.

 

I would imagine those with the greatest character reside somewhere in between not getting credit for what they are supposed to do and actually being acknowledged for enabling greater greatness.

 

Well.

 

I know it isn’t popular to say this but most of the best things in Life, and leadership,  are found in the unspectacular:

 

  • The best people more often than not go unseen and unnoticed by the majority.

 

  • The best moments more often than not go unseen until looking back.

 

Just as perfection is most often found in the imperfections … spectacular is most often found in the unspectacular. And, yes, doing what you are supposed to do is unspectacular.

 

But I would argue the spectacular would never ever happen if the ‘supposed to do’ shit never happened.

 

In the end.

 

do what you said you would

Great leaders are often judged by what you don’t see them doing. This also means great leaders are often judged by what they feel comfortable remaining silent about … by what they don’t say about what they are supposed to do and supposed to be.

 

I would be remiss if I didn’t point out this is a little more difficult than it may appear. It is a little more difficult because a great leader does have to have some ego and some higher level of confidence and, therefore, some positive affirmation kind of helps to put some well needed oxygen back into the confidence balloon.

It takes a awhile to learn you don’t have to ask for oxygen or even try and fill it yourself … well … at least good leaders learn that … the bad, insecure ones never do.

 

 

the wasted microphone

August 23rd, 2017

speak out microphone find your voice

 

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

 

“We yearn for opportunities, we pray for opportunities and we seek for opportunities.

The good news is that we meet opportunities.

The bad news is that we miss the opportunities only to come to a later realization of missed opportunities.”

 

Ernest Agyemang Yeboah

 

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

 

Ok.

 

The list of things that Trump does from a leadership standpoint that aggravate me is a relatively long list.

 

But one thing he does should make every business person who has ever desired little patience for stupidity microphoneto be in a management and leadership position tear their hair out.

 

He wastes the microphone.

 

He squanders opportunity after opportunity in front of the microphone.

 

Here is what I mean.

 

Anyone in business who desires to lead knows their future resides in ideas. And an unheard idea is … well … no idea. The reality in business is that something unheard doesn’t really exist.

 

Therefore you do anything in your power to find an opportunity to share your idea, or ideas, through some microphone. And once you gain the microphone your nervousness is less about the microphone but more that you will squander the opportunity to present your ideas and encourage progress, of thought or in action, with regard to your ideas.

 

Sigh.

 

Trump squanders these opportunities.

He wastes his microphone moments.

 

 

He doesn’t share ideas.

 

why not today microphoneHe doesn’t try and sell you on some policy or ‘thoughts we should consider for the future.’

 

He doesn’t present any specifics with regard to what he would change and why <other than some vague ‘we need a wall for the safety of the country’>.

 

He doesn’t present a case on anything.

 

He doesn’t really ask anyone to believe in anything specific from which they would benefit.

 

In other words … he wastes the microphone opportunities to further ideas or encourage progress.

 

Sigh.

 

I would kill for one opportunity to present ideas to the size audiences he delivers his word salads to. Shit. Any sane business person would.

 

It is frickin’ maddening.

 

It is apparent that he has no ideas. He delivers scripted words as if they just don’t taste right in his mouth as he says them. He reads them, doesn’t really seem understand them and certainly hesitates to believe many of them.

 

In front of a microphone he is … well … a box checker.

 

He is given words to say and … well … he checks them off.

 

Off script he most likely has a list of topics, which comes across as extemporaneous type adlibbing, and checks them off <delivering against the boxes with as much storytelling, hyperbole and self-gratification as possible>.

 

None of those boxes, unfortunately, are ideas.

 

In business this is a sin.

 

Even at sales meetings or national full organization meetings where your road to success business graffitichallenge is to ‘inspire the troops’ you underpin the morale boosting and cheerleading with specific ideas and policies and programs so that people have some idea of what will make success … well … success.

 

You do not miss those opportunities. You do not because missed opportunities can wreak havoc through lack of direction, indecision and misapplied resources in un-directed energy.

 

We, in business, know that even an inspired audience will seek reasons to not do shit which is, uhm, actually seeking reasons to doing nothing.

 

“It’s not the right time. We have too much to do now.”

 

“Let’s wait until after the next meeting.”

 

“it sounds good but we need ‘x’ before we can do it.”

 

 

All business leaders know that any big decision rarely pleases everyone.

 

All business leaders know that your job is not a popularity contest.

 

All business leaders know that tough decisions, some unpopular decisions, need clear explanation to move forward.

 

All business leaders know that opportunities in front of the microphone are not to be wasted by NOT actively addressing these things when you have the podium.

 

All business leaders know you have to keep moving forward, therefore, using the microphone for anything other than moving the ball forward is wasting the opportunity.

 

That is why Trump can be so maddening to a business guy like me.

 

He has the microphone.

.......... Trump at the microphone .........

………. Trump at the microphone ………

He has the audience.

He wastes the opportunities.

 

I would kill for one of his opportunities and he squanders one after another on the indulgence or satisfaction of one’s own desires <self gratification>.  He doesn’t seem to understand the best way to receive all the accolades he seems to dearly desire is by sharing ideas. People love ideas … and remember who gave them the idea.

 

While this whole presidency is bizarrely bat shit crazy the fact Trump wastes his microphone opportunities on bullshit “us versus them” narrative and not ideas is just maddening.

businesses running hard

August 18th, 2017

company culture die trying

===========

 

“To think is easy. To act is difficult. To act as one thinks is the most difficult.”

 

Johann Wolfgang Von Goeth

 

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

 

“But if these years have taught me anything it is this: you can never run away.

Not ever.

The only way out, is in.”

 

Junot Diaz

 

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

 

Well.

 

Almost every business I have ever crossed paths with has claimed they were flee run awayrunning hard. Shit. I have never met a business that said “well, we don’t believe in running hard … we are walkers.”

 

Trust me when I say most businesses do not really run hard.

 

I know that because once you have <a> seen and experienced a company that runs hard everything else will look slow and <b> we have all ‘run hard’ in selected moments in our business career but 99% of those companies also say “it is not sustainable” and 99% of the time run at a lower gear.

 

That said.

When a company is running hard there is a slightly odd dynamic that almost always occurs … wondering whether it is worth it.

 

Yeah.

 

When a company is running hard, working hard and doing hard things daily it can be easy to wonder whether it is worth it. Wonder if you are reaching objectives fast enough, doing the right things and whether you are actually getting closer to where you want to be.

 

By the way … this wondering is often exacerbated by poor managers and management who constantly create a false sense of urgency and manage deadlines like a caffeinated rabbit.

 

Regardless.

 

I feel relatively confident most managers fuck up how they address the wondering.

 

This happens because we inherently want to show people they reached something … a goal, a milestone or some ‘finish destination’ when , in reality, progress is the value you should be showing them to show a causal relationship to the energy they are expending. They are running hard, you are asking the company to run hard … you want to show them a often as you can that they are actually making some progress.

 

We fuck it up because we just aren’t taught that it is okay to let them know … “well … we are lagging behind on some sales objectives, but this doesn’t mean someone is doing something wrong, or you aren’t working hard enough or 19 speak the truththat some competitor is doing some magical thing better than we are.”

 

We fuck it up because most of us do not know how to deliver that message well.  most of us make it sound like we are chasing some unrealistic goal, or maybe we throw in some false sense of optimism or maybe we actually create some ‘midway milestone’ which actually encourages people to maybe invest a little less hard, a little less running and a lot more ‘maybe that is enough.’

 

When your people are running hard you don’t want to tell them that it is … well … going to be hard and that is why you are actually running hard.

But you have to tell them.

 

Well.

You have to if you want them to keep running hard.

 

Tell them: You are asking people to change – and change is hard.

 

Most businesses aren’t just selling shit <something> they are asking a potential buyer to change – change current product, supplier or behavior. While change change self getting better and worse same timereally is hard … we get better at explaining how this change we are asking them to do … is easier than they may perceive every day. Sometimes we have to weave our way through objections and sometimes we have to hammer our way through objections … but everyone, every sales person, service person, management, support staff and anyone who interacts with current and potential customers are doing their part today and doing even better the day after.

 

And while asking someone to change is hard actually implementing the change is harder. I sometimes believe most businesses are in the change management business more than anything else.

You have to tell them you know that no one is better at explaining why that change is good and how that change can occur.

The truth is when you are running hard, and not running simply for running sake, people get better at this every day.

 

The truth is we are not where we want to be but getting there … and getting better at getting there.

 

Next.

 

Tell them: You are asking people to believe what you already know – and educating is hard.

 

Even if your company is good, really good, and even if your company is the best, the leader, every company does have competition. People just don’t believe you just because you are the best or the leader – and most of your people know that <no matter how frustrating it is>. In today’s skeptical world people just don’t say “oh, okay.” And, frankly,  we don’t want someone to say “oh, okay” when one of our competitors makes a claim.  We shouldn’t, and don’t, expect our customers and potential customers to simply believe everything we say. This means we need to educate and consistently address each question and request as if each answer is THE one which will make them a partner of our company.

 

The truth is we are not where we want to be but getting there … and getting better at getting there.

 

blanace greater good matters do

——

“If in a company you change nothing, you are sure to fail.

 

If you change everything you are sure to fail as well.

 

So the art of winning resides in your capacity to draw the fine line between what should be changed and what should not.

 

=

Jean Marie-Dru

——

 

Look.

 

Running hard is not the same as running fast. But businesses are impatient, in general, and absolutely over-the-top impatient if they feel like they are running hard.

 

This means you have to tell them some truth about themselves and the company.

 

I doubt you will ever get to where you want to be as fast as you would want. I imagine every leader in every industry is always perpetually dissatisfied in this way. I imagine every adventurer, every explorer and every innovator is always perpetually dissatisfied in this way. I imagine this is partially what makes an average company great – you understand that tomorrow’s company will be a little bit better than the company today.

Our sales will come. They will never come as fast as you want but our company doesn’t just work hard, you work smart and success is ours whether it arrives in small steps or great leaps.

 

 

Anyway.

 

I have away said this — part of what makes a company great is that feeling of dissatisfaction.

 

A great company wants to be more agile, move faster, and retain that perpetual feeling that they can always do more and be better.kitchen-table-great-idea-concept-lead

 

A great company has a spirit that drives them and gives everyone the sense that tomorrow is another opportunity to be better than today.

 

A great company, typically, does run hard but, maybe most importantly, has a leader who can breathe constant oxygen into the runners in a way that is neither false nor insincere.

 

Not everyone who says they are running hard are really running hard but if you are in a company who is … I can almost guarantee the organization will explode without good leadership and will be an Olympian marathoner with good leadership.

Enlightened Conflict