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Archives for April 2008

April 9, 2008 Leave a Comment

Drip, Drip, Drip

Seth Godin posed an intriguing set of questions on his blog the other day:

“What would happen if every single high school student had to have a blog? Or every employee in your company? Or every one of your customers?”

Learn to “Write Like a Blogger,” is Seth’s Advice. He lists 9 key points – and yes, using lists is one of them – that effective bloggers use to make their writing stand out. Great article. Great advice for anyone who wants to improve their written communications. Read it.

That is another point – “Bloggers aren’t afraid to include links or distractions in their writing, because we know you’ll come back if what we had to say was interesting.” So click here for a link to read the article.

The title of this post is “Drip, Drip, Drip.”  That is Seth’s point # 3. You don’t have to say everything at once.

How liberating!

How many articles did I abandon because I felt that I didn’t have the time to tell the complete story? Many.

How many of my posts did my readers abandon because they didn’t have the time to read? Many more than I care to admit. But it is true…

We never have enough time. So don’t waste time. But even more to the point, don’t miss an opportunity to write because you don’t have enough time to write everything.

Write a short note. Make one point. Make it timely. Make it interesting. Make your audience want to read more.

To apply this priniple in a business situation, think about the (dreaded) annual employee “performance appraisal.” Don’t delay giving your employees constructive feedback. Don’t wait for a year to pass by. Do it when you spot the opportunity.

Make one point. Don’t wait to tell the complete story. It will never be complete.

Give feedback on one point. Give it at the time that you spot the opportunity. Keep it positive. Make them want to do more. You will get more of what you point out. So keep your feedback focused on future positive results.

Do it drip by drip by drip. It will carry more impact.

To be continued…

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Filed Under: Business Communications, Business Practices, Communications Tagged: , , ,
April 8, 2008 Leave a Comment

If the news is that important, it will find me

As soon as I saw this headline, “CBS Said to Consider Use of CNN in Reporting,” I thought back to this comment:

“If the news is that important, it will find me.”

– A college student responding to a focus group question

I used that comment as the lead-in to a recent post – “The Medium is the Message.”

That innocent answer has stayed with me ever since. Perhaps we are evolving from a “Search for information” age to a “Pass it along to my network” era.

Yes, we still prize “the news that you can trust.” But our trusted sources have now changed. Walter Cronkite earned our trust anchoring the CBS Evening News from 1962 to 1981. He had gravitas. He also had a captive audience. The current CBS Evening News anchor has – I’m not sure since I no longer watch the program – and has a dwindling audience. And little relevance for many.

  • We no longer wait for the news to come on. We are too mobile for that.
  • We can search for the news when we want it. Google has made this so simple to do.
  • Or, we can rely on our trusted network to forward us the news that matters most to them – and to us.

There is so much to look for. So much to search through. So little time. So little trust.

Perhaps the CBS Evening News” is being replaced by the “My Social Network News.” News that you can trust.

If CBS and CNN team up to share resources devoted to reporting the news, what will they do with the savings? Satisfy their investors? Or devote more resources to making their content more important? So important that it finds me!

What do you think? Please add your comments below.

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April 7, 2008 Leave a Comment

Writing vs. E-Mail

Writing my blog helps me to reach clarity of thought. I spend time crafting each post. Editing it. Letting it sit for a few hours before hitting the “Publish” button. I hope my efforts pay off for my readers. I hope that what I write makes sense. I hope that I am being clear.

I just used a lot of “I’s” in that paragraph – on purpose. Continue reading to find out why.

A new study (“Why E-Mails are Often Misunderstood”) points out a stark difference in how our message is understood when we communicate via e-mail vs. the telephone. Click here to go to the study.

Only 56% of the recipients correctly interpreted the e-mail message vs. 73% who correctly interpreted the telephone message.

My immediate reaction when I read the headline was that “the tone of voice” made the difference. Frequently an e-mail is misinterpreted because the recipient can not hear the “tone of voice” that the sender is using.

This study points to another reason for the miscommunication in e-mails: The egocentric viewpoint of the sender.

I, I, I, I, etc.

Senders of e-mail messages are caught up in their own thoughts. So much so that they fail to consider the perspective of their recipient. Why send the e-mail if your reader will not correctly interpret your message?

Good question.

Yes, I commit to writing posts for my blog because, in doing so, my thoughts become clearer – to me. The reason they become clearer to me is that I edit my post before I hit the “Publish” button.

However, I am also writing to share my thoughts with my readers. I hope that I am clear in my communication. I hope that what I write makes sense.

I do know that I do not put as much care into my e-mail communication. Yes, I spell check (automatically) but I seldom re-read my e-mail before hitting the “Send” button. I am in too much of a hurry. For what? To read and respond to the next e-mail?

Why am I responding to the e-mail in the first place? To clarify, to amplify, to confirm. To disagree, fine. To digress… No!

E-Mail is my primary communication vehicle. So why don’t I put as much care into my e-mail messages as I do for the posts on my blog? Good question. Very good question. I will try to change my habits. I want to improve my communications skills. I want to be understood. (All of those “I’s” again!)

What are your thoughts on this topic? Please add your comments below. 

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April 6, 2008 Leave a Comment

Put it in Writing

“Love. Fall in love and stay in love. Write only what you love, and love what you write. The key word is love. You have to get up in the morning and write something you love, something to live for.”

– Ray Bradbury

I am frequently asked, “Why do you blog? Isn’t that a lot of work. Who reads your blog?”

Seth Godin posed another question on his blog last year, “If no one reads your post, does it exist?”

Good questions. Here is how I respond:

  1. Why do you blog? For several reasons, but the primary one is that it helps me to reach clarity. Thinking about a topic is interesting. Writing out my thoughts is commitment. The writing process demands that I edit my thoughts. I am not just writing to amuse myself. I am writing to learn more about the topic – and also about myself in the process.  And I write to share my thoughts and insights with my readers.
  2. Isn’t that a lot of work? Yes.
  3. Who reads your blog? I can’t tell you by name. Some people write to tell me that they enjoy my blog. Others do so when we meet. Looking at my reports, I can at least see which articles are read the most and which search words people used to find my blog. And, obviously you – if you are reading this now. I’d like to know why you read this blog and what you like or don’t like.
  4. If no one reads your post, does it exist? Yes, of course. And it is never lost thanks to the indexing power of Google, etc. That is one of the benefits of blogging – accessible information. Found, when you need to or want to find it.
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April 5, 2008 Leave a Comment

Too Comfortable to Disagree

“We find comfort among those who agree with us – growth among those who don’t.”

– Frank A. Clark

Acutally, I think that we grow as a result of both agreement and disagreement.

Recently, I was training a group to develop their coaching and mentoring skills. At the end of the day, we asked each participant to share their “take-aways” with the group. Quite a few expressed relief that the techniques they learned during the session reinforced what they were already doing. They needed the comfort of confirmation. Their self-confidence grew. They will continue to gain skills and grow – to the extent that they resist staying comfortable.

“It’s what you learn after you know it all that counts.” – John Wooden

It is natural to seek agreement. It is unnatural – for most of us – to seek out a different point of view. The opposing argument. The other side of the coin. We fear the unknown. We resist change.

The problem comes when we seem to reach agreement too quickly. Have we looked at all of the possibilities? When we are too eager to see things turn out right, have we overlooked what could go wrong?

“When there are two people in a business who always agree, one of them is unnecessary.” – William Wrigley, Jr.

I enjoy participating in trade association meetings. I get to satisfy my need to be around people who share a common goal. My core beliefs. But I also enjoy the opportunity to grow as a result of “managed conflict.” Seminars and conversations that challenge my point of view. My perceptions. My comfort level. That is how I learn. It’s how I evolve.

“Difference of opinion leads to enquiry, and enquiry to the truth.” – Thomas Jefferson

In my experience, the companies that fail to evolve – to manage the growth of their business – are those that do not seek out opposing points of view. They don’t challenge themselves. But they like to complain.  They are not interested in exploring other approaches to their business They yearn for a return to the way things used to be. The good old days. And they are usually absent from association meetings.

“Conversation means being able to disagree and still continue the discussion.” – Dwight MacDonald

It’s great to seek out comfort. Enjoy it. But don’t cocoon. If you are interested in growth – personal or professional – seek out opportunities for disagreement. Join a sharing group, seek out networking opportunities, participate in your industry association meetings. Find a comfortable place to disagree.

“The reward for always listening when you’d rather be talking is wisdom.” – Anonymous 

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Filed Under: Associations, Business Communications, Career, Communications Tagged: , , , ,
April 4, 2008 Leave a Comment

Sharing Ideas

“If you have an apple and I have an apple and we exchange these apples then you and I will still each have one apple. But if you have an idea and I have an idea and we exchange these ideas, then each of us will have two ideas.”

– George Bernard Shaw

I’ll be speaking at a few trade shows and educational association meetings in the next few weeks. As I prepare my presentations and remarks, I have been thinking about the value of associations, sharing groups and networking.

The real value – for me – in attending a trade show is not to look for potential customers (if I am a manufacturer or a service provider.) And it is not to look to deals or to pick up a new line of goods (if I am a retailer.) No, no no.

That is exchanging one apple for another apple (as in my opening quote from G.B. Shaw) Goods and services change hands every day. I sell you something in exchange for your payment. That is a transaction. Neither of us was enriched.

Yes, the manufacturer received money in exchange for his goods; so his or her banking balance was temporarily increased. But soon enough, they will be depleting the account to pay for materials to manufacture additional goods to be sold.

Ah – but the exchange of ideas. That is a different story. A story that I am preparing to tell during my speeches and presentations.

If I pick up – and implement – just one idea from the trade show, I have found a wonderful opportunity to enhance my business. To grow my business. To maximize my opportunities. I am enriched.

Sometimes, I get an idea from a business partner; sometimes from a speech or a presentation. But I find that the best ideas usually come from a peer. Something that has worked for them. Something that I can adapt to fit my situation.

And, of course, I feel obligated to return the favor. To share an idea that has worked for me. This is the Law of Reciprocity. Now we are both enriched. I still have my original idea and have picked up at least one more.

The market place is expanded. This is the Law of Abundance. (from Brian Tracy’s Blog.)

Look for ideas – they are every where.

I also have found that the more ideas that I share with others, the more ideas I get back in return!

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April 3, 2008 Leave a Comment

Life is a Song

Do you remember the first time your heard “your song?” Sure you do! You remember where you were, who you were with, what you were wearing, what car you were driving.

You remember because … that song speaks to you. In a very special way. Actually, it might speak for you. All of the words and sentiments that you wanted to say. If only you could form the words yourself. To someone. About something. About yourself.

Thank God for giving us gifted songwriters. Thank you for allowing your voice to blend into our voice.. Thank you for giving us “our songs.” The music of our life,

The NY Times just published a terrific article on the art and craft of writing a song:

“The Three H’s: How to Write a Song and Other Mysteries,” by Darrell Brown (Click here to read the piece.)

The Three H’s – Honesty, Humanity and Hooks are the foundation for effective communication. Be it a speech, a story or a plea for support.

You can’t fake honesty. When you speak, you must speak from your heart.

Tell your story. No one else can tell it the way that you do. You help us to see ourselves in your story when you tell directly – honestly – when you speak from your heart. You can’t get into our head until you touch our heart.

Be memorable. Hook us in. Help us to understand. Help us to remember. What is your point? What do you want us to do? What is your hook?

I look forward to reading future articles in this series – The Blog is titled “Measure for Measure.”

A great way to start my day! With a song. Imagine a world without one. The day would never end. What is “your” song?

Tell us. And tell why.

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April 2, 2008 Leave a Comment

Great Expectations – Great teachers make the difference

“If you treat people as they are, they’ll be what they are.  If you treat them as they could be, they’ll become what you want them to be.”

– David Maurer

I was inspired to write this morning by Carmine Gallo’s Column in Business Week Magazine: “A Teacher’s Lessons for Business Leaders”. This is a story about an exceptional teacher, Ron Clark and how he made a difference in the lives of the students in his Harlem, NY fifth-grade class.

“Ron Clark taught elementary school in North Carolina. After watching a program about a New York City school that had a hard time attracting qualified teachers, he decided to head to New York with the goal of teaching in one of its toughest schools. Clark eventually landed a job doing just that—in Harlem. He asked if he could teach a class of fifth-graders who had been performing at a second-grade level. The school’s administrators wanted to give him the gifted class, but Clark insisted on the underperforming students. In one school year, Clark’s fifth-grade class outperformed the gifted class. Clark became Disney’s teacher of the year, a best-selling author, an Oprah guest, and the subject of a made-for-TV movie, The Ron Clark Story, starring Matthew Perry.”

I didn’t know about Ron Clark before today. But I have had several Ron Clark’s in my life. A teacher or mentor who had a strong belief in my abilities. Someone who knew that I was capable of doing more than what I was producing. Someone who opened a door – that I didn’t even knew existed – and pushed me across the threshold.

The teachers and mentors who most influenced my life and career never told me “what” to do. They inspired me to learn more, to do more, to become more curious because they showed me “why” it mattered.

And so it is with Ron Clark and his students. (A further quotation for the Business Week article:)

“Explain why before how. “It’s not enough to set a goal,” Clark told me. “You need to tell your students why it’s important to reach that goal. For my students, it meant a better future. I told them why they needed to know a certain subject, how it would be an advantage to them in their lives.”

When it comes to inspiring your employees, the “why” is also often more important than the “how.” Why should they exceed quarterly sales goals? Why should they improve customer service scores? Show your team how accomplishing these goals will improve their lives as well as the lives of those around them.”

Ron Clark was named the Disney Teacher of the Year 2001.  One of my favorite quotes comes from Walt Disney:

“If you can dream it, you can do it. Always remember that this whole thing was started by a mouse.”

I needed help to achieve my dreams. I was fortunate to have loving parents, teachers and mentors to help me along the way. Now it is my turn to do the same.

On my website, I pay tribute to my parents and mentors. Here is a link to the videos.

“Some people come into our lives and quickly go. Others stay awhile, make footprints on our hearts and we are never, ever the same.” 

– Anonymous

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Filed Under: Business Communications, Career, Leadership, Mentors Tagged: , , , , , ,
April 1, 2008 Leave a Comment

Business Blogging 101

I found an interesting article on the Business Week website: “Social Media Will Change Your Business.” (click here to read the complete article)

This is why I found it interesting:

  1. The article was originally printed (yes, old media) in the May, 2005 version of Business Week Magazine.
  2. It was also published on-line. The editors say that they continue to see this article downloaded by thousands of visitors.
  3. The article is now fully “annotated” with updates, corrections and extensions to the original article.
  4. For me, this reveals the true promise of electronic publishing. No longer can we say, “It is set in type.” Dead media comes alive!

For anyone interested in a quick, informative introduction to the world of “Social Media” – and how it may impact your business, your products and your customers – this is your starting point.

If you enjoy the article, share it with your friends. And… tell our readers what you think. Add your comments below.

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April 1, 2008 Leave a Comment

People, Products and Price

“People are definitely a company’s greatest asset. It doesn’t make any difference whether the product is cars or cosmetics. A company is only as good as the people it keeps.”

– Mary Kay Ash 

You can compete on price – and most often you will lose (both customers and profits.)

You can compete on products – and sooner rather than later, a competitor will match your selection or copy your technology.

Or …

You can compete by hiring the best people and investing in their development.

The latter is harder to do. But done correctly, it gives your business the best competitive edge. If it is hard for you to develop an outstanding staff, think how difficult it is for your competitor to do. Your people do make the difference – but the leadership of the company has to be invested in hiring and developing the best people possible.

One company that owes its success directly to its investment in its people is Enterprise Rent-A-Car. I was reminded of this twice recently:

  1. When I rented a car on my last trip – I enjoy having their employee walk me out to the car for a final inspection before handing me the keys.
  2. Reading a post on the Brand Autopsy Blog.

Here are the 8 criteria that Enterprise uses in their hiring practice:

ENTERPRISE RENT-A-CAR
Critical Customer Service Skills

1. A passion for taking care of customers.
2. A willingness to be flexible.
3. A work ethic based on dedication to the company and its mission.
4. An eagerness to learn a new business and work their way up.
5. Self-motivation and goal-orientation.
6. Persuasive sales skills.
7. Excellent communication skills.
8. Leadership ability.

Source | EXCEEDING CUSTOMER EXPECTATIONS (Kirk Kazanjian)

It is not enough to just spot this potential when you are hiring staff. Each of these 8 qualities must be developed – and that require leadership. And… it requires a company culture that expects, rewards and embodies each of the 8 qualities.

How does your business stack up?

How do you compete? On price? With your product? Or with your people?

Share your story or your experience with our readers. Add your comments below.

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Filed Under: Business Communications, Business Practices, Customer Service, Leadership, Managing Tagged: , , ,
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