If You Didn’t Have Any Problems…..

Years ago I worked with a gentleman by the name of Bob Feeney.  Typically when people would start to complain about the problems in their work day Bob would respond with:

“If you didn’t have any problems, you wouldn’t have any business.”

When you grow your business you are bound to have more problems.  When you deal directly with the public you are more than likely going to have problems.  The trick is to not have repeat problems.  Most of all, treat each problem with respect.  Your reputation will grow based on your ability to resolve the issues that come up.  Grow your business by managing your problems.

Perspective

Bill Nowlin passed away this week.  He was forty one years old and had lived with brain cancer for the past two years.  My last conversation with Bill was humbling and will stay with me for the remainder of my life.

Despite having known Bill for multiple years it turns out that I really didn’t know him well.  After being diagnosed, Bill started a blog so that he could keep friends and family posted as to his treatments and other life stuff.  I subscribed and as I was reading his profile it turns out that we both shared an interest in the books written by Janet Evonovich.  It would have never dawned on me that another guy would find the tales of Stephanie Plum to be of interest but we both did.  I contacted Janet and she was kind enought to sign a book for Bill which I was able to personally deliver to him at home.  Despite ongoing treatments and a recent surgery, Bill was able to spend about ninety minutes with me in his yard talking.

As the conversation progressed and our thoughts turned to our sons, it was me that expressed a level of frustration with something that we had in common.  Bill and I had talked about this topic many times in the past and it was one that was sensitive and emotional for us both.  That day was different.  Instead of getting worked up Bill became visibly calm.  Almost serene.  It stopped me in mid sentence.  What came next was not expected.  Bill summarized our past conversations and asked “with all that has been said about this problem, what have we accomplished?”  He went on to share his experiences with cancer and how it had changed his perspective on the things around him.  On life in general.  It boiled down to focusing on what we had and that it was still good and that despite it not being perfect there was pleasure and satisfation to be found. 

I was uncomfortable with this perspective.  Not because I thought that Bill was wrong but because I had allowed myself to lose perspective.  The problem that had me so worked up was energy spent poorly.  There were solutions in front of me but I choose to focus only on the problem.  Bill afforded me the opportunity to get back on track and I thank him for his perspective. 

While I didn’t know Bill as well as I would have liked, he will remain with me for life.  He is a special man who afforded me the gift of perspective.

Apologies

The public apology seems to be fully in vogue.  With the recent arrests of several (more) NFL players there is the obligatory public apology issued.  Usually this statement is released by the players agent and seems to be a “cover all bases” type of apology.  No heart felt remorse.  No drilling down to a fundamental problem with the need to address.  More like “I’m sorry that I got caught” sentiment.

Has the apology lost it’s value?  Can we offer a better opton in our lives?  Must every problem be managed with an automatic apology that seems more mechanical than real? 

When I read that a person that was caught for a third time has issued an apology (again) I find it hard to believe that they mean what they say or will work to stay out of trouble.  If you don’t mean it, don’t say it.  Actions do speak louder than words.

Could This Be Trouble?

Recently I have heard from members of the legal profession regarding recomendations that are posted on Linkedin.  The concern is that these postings could be used against a past employer in the event an employee is released from their job.  There is an additional concern that this practice is a violation of a companies printed reference policy (if the policy is to not provide references). 

It seems to me that as social media moves further into the work place that we as employers should re-think the topic of references and how they can be regulated.  If we all end up putting disclaimers on our various sites, does the message become diluted?  Can we change the definition of what constitutes a reference?  It’s worth asking the questions.

There is a common belief that a candidate would never give a bad reference to a prospective employer so why would a recomendation on Linkedin be any different?  We have the opportunity to review the post prior to release.  The person we asked can decline.  So really what does it matter and is this simply another aspect of the world around us being over thought? 

My preference is to take these testimonials for what they are.  Use common sense both when asking for a recomendation and when providing one.  Let’s keep this social and not make it legal.

Making Marketing Happy

My marketing department is not happy with me. They are all about blogging and the benefits of social networking .  I have responded that blogging is like Talking To Myself and that the various social networks are way to “me-centric” for my taste.  Still………

LinkedIn has proven to be a great way to stay in touch with people that I value, trust and respect.  There are those of you out there that I still need to connect with and I will.

Facebook  poses a different challange/ opportunity for me.  Yes I want to stay in touch with my friends but I’m more interested in what you are doing to “change the world” versus “how full you are” following a binge session at the Counter in Santana Row.  Still, I am looking to build my network.  Not like Tila Tequila who has more friends in cybersppace than she knows what to do with.  Just regular people that are interested in me and I in them.  People that are willing to occassionaly read my blog.

So heres my point.  If you read this entry and think that it is worth your time, reach out and connect with me on either Facebook or LinkedIn.  I’m interested in expanding my world (in a 2.0 kind of way) and I’m asking for help.  Suggest friends or simply comment on my blog.

Perhaps this is another version of the snowball effect.  In any event I’m looking to open doors.

Where Are You From?

It seems that many conversations engage the one general question, where are you from?  It is a great way to open up the discussion and to learn more about the person we are speaking with.  It’s an easy question and generally a safe one.  The answer can be interesting, informative and at times amusing.  Still, would we be better served changing the context of this approach?

A different approach (and at times more difficult) is, where are you going?  I try to build this into my conversations both at work and at home and find the responses to be interesting.  From clear and precise answers to “what do you mean?” I have heard a full range of resposes to this query.  Still, it generally provides insight and an opportunity to build a conversation and understanding.

Good sales people do this intuitively.  Others don’t and are surprised when they lose a contract and/ or are left holding unpaid invoices.  To better understand where our clients are going is to better understand where we ourselves are headed.

Accountabilities

Why are people afraid of accountability?  Setting standards is a way of marking progress.  It can be a way of identifying areas of improvement.  Perhaps it simply boils down to a fear of success. 

Being measured is an aspect of life.  Live well!

Talking To Myself

I have not posted a blog for some time now and have come to the conclusion as to why.  Blogging for me is like talking to myself.  Entertaining but not really satisfying.  I am finding similar issues with my Facebook account.  I’m not inclined to offer the bits and pieces or random thoughts such as “can’t wait to leave” or “I’m overly full following dinner”.  I guess this is fine for many but it really doesn’t work for me.

With all this said (to myself) I am not ruling out future posts.  I’m only going to do it when I feel that there is something to say to myself!

Staying Visible

Just a quick thought.  Recently my home page changed due to the addition of several tools that I am using for work.  Due to these changes a blog that I have followed for some time was pushed down lower on my page.  It didn’t seem like such a big deal but several weeks later I realized that I am not reading that blog on a daily basis.  In fact I am not reading it at all.

The same is probably true for our clients.  If we are not visisible to them we will be forgotten.  Also, if they are not visible to us are they still receiving the attention and service that was originally proposed?  Probably not. 

Visibility is key to longer and beneficail business relationships.  Yes there are other factors at play but the need to stay in front of our customers is central to our success.

Why We Do Things

I had the opportunity to speak with a number of people this past weekend about why we do the things we do.  The conversations centered on coaches and teachers and the perceived intent of their activities.  Without exception, we all had examples of both good and bad and there really wasn’t much of a middle ground.  It’s easy to pick apart the actions of others and to be critical of their work. 

While the topic is troubling and we are quick to find those around us that may not be doing things for the right reasons perhaps change starts with each of us as individuals.  Are we living our lives for the right reasons?  Are we in “it” with the intent to make our work, marriage or relationships better?  What can we do to demonstrate a true interest and commitment to the things that we do?

Be honest with ourselves and follow through is a start.