Want Business? WAKE UP!

Posted on March 4, 2011 by Harry K. Jones

The title of today’s article is exactly what I want to say to so many business owners, C-Level Leaders (CEO-CFO-COO-CRO, etc.) and Board Directors!

I’m so tired of seeing so many companies downsize, reduce employee levels, and even go out of business … for the wrong reasons!

Yes, the economy is at an all-time low!
Yes, competition is tremendous!
Yes, we have no leadership on Capitol Hill from either party!
Yes, clients and customers have less to spend and are more demanding than ever!
Yes, it’s challenging to find good employees!

HOWEVER, while every one of the above conditions can be crucial to the success of any business today, the two most obvious reasons for failure are not on that list!

Poor leadership!
Poor customer service!

While many will immediately dismiss these two elements for any number of unsubstantiated reasons, it takes only a moment to discover credible evidence to the contrary.

Let me give you an example that most of us have witnessed in our own communities. Best Buy vs. Circuit City.

Consider the following data:

Both stores were usually located within a mile of one another.
Both stores appeared very much the same inside and outside.
Both stores served the same customer base.
Both stores hired from the same potential employee base.
Both stores carried pretty much the same product lines.
Both stores charged relatively the same prices as they both price matched.

Consider this data and you can pretty much eliminate the majority of the initial reasons listed earlier for the failure of businesses today! Based on this data, how do you explain one company “busted” while another “boomed”?

As the world watched the demise of Circuit City, a large number of magazines wrote articles suggesting why this may have happened. Time Magazine was one of many that discovered the obvious. Here are a few of its findings:

Circuit City stopped selling appliances. (poor leadership and poor customer service)
It didn’t move as aggressively into gaming as it should have. (poor leadership and poor customer service)
It missed out on big in-store promotions with thriving companies like Apple Computer. (poor leadership and poor customer service)
Circuit City neglected to improve its Web presence, just as online retailers like Amazon.com were hitting their stride. (poor leadership and poor customer service)
Circuit City laid off its highest-paid hourly employees, including salespeople, and replaced them with cheaper workers. That same year, the CEO received $7 million in compensation. (poor leadership and poor customer service)
Circuit City became complacent — a fatal mistake in the fiercely competitive and fast-evolving business environment. (poor leadership and poor customer service)
Circuit City’s most obvious failing was its customer service. A quick Web search on “Circuit City complaints” would bring up hundreds of thousands of entries. (poor leadership and poor customer service)

I could go on and on, but at this point anything I might say would be redundant.

Sit down with your Board if you have one, your leadership team, and even your employees to discuss the obvious facts listed above. It doesn’t matter if you own one location or close to 600 like Circuit City. It doesn’t matter if you’ve been in business for less than a year or more than 60 years as Circuit City was at the time of its closing.

Apply this information to your own current situation and create an action plan to eliminate negatives and create and/or accentuate the needed positives you may discover.

You can do very little to impact or change the many excuses companies are using for not doing well today.

However, you can do a great deal to enhance the two areas which are most critical to your success … Good Leadership and Good Customer Service! Will you?

If you’d like some assistance, we travel all over North America assisting our clients in their enhancement efforts in both critical areas! Call us at 1-800-886-2629 today!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Re-frame – Reduce Stress & Enjoy Success

Posted on February 18, 2011 by Harry K. Jones

I suffer from no illusion that I’m about to introduce you to some innovative strategy that will suddenly change your life. We’ve had at our disposal for generations a powerful tactic which can immediately reduce stress and redirect our lives in a more positive direction.

I’m certain at this point you’re probably thinking something like: “If that’s true, why don’t more people do just that?” Well, if I had the answer to that one, I’d be signing copies of my best seller in the lobby of New York City’s Barnes and Noble. In fact, that’s the million-dollar question in today’s chaotic world. Why don’t more people make an effort to enhance their lives when it costs nothing more than a mental re-frame of the way we think?

Let me share an example. I recently flew from Detroit to Miami to present a keynote presentation for a long-time client. As usual, this was one of those flights that are so common place for me. In the row ahead of me, across the aisle, was an elderly couple traveling with two, yes two, miniature dogs in cages which fit under the seats ahead of them. Directly in front of me was a couple with a young child who was peacefully sleeping as the plane took off.

Minutes into the flight, the two dogs began barking at each other for some reason. I don’t think they stopped until we landed in Miami. Two minutes in the air and the barking dogs woke the young girl in the seat in front of me and she began to cry. I’m sure she was attempting to drown out the annoying sounds of the barking animals.

Moments later the pilot blessed us with a dual announcement:

the Wi-Fi connection wasn’t working on this particular flight
we were heading into a storm front and would be experiencing some rough travel conditions ahead.

At this moment in my typical flight, I’m usually asking myself, “What else could possibly go wrong?” … which creates a negative attitude, which soon leads to a migraine headache. The perfect addition to barking dogs, a crying child, no Wi-Fi and a bumpy ride!

Well, over the years I’ve learned how to manipulate my re-frame abilities and search for a more positive mind-set. In doing so, I suddenly recognized the following facts:

I’m sitting in a comfortable seat in a metal tube 50,000 feet (almost 10 miles) in the air with more than 200 fellow travelers!
I’m traveling at more than 700 miles an hour! On the ground I’d get a speeding ticket for anything over 70 mph!
Outside the plane the temperature is 35 below zero! I’m perfectly comfortable in the plane in shirt sleeves.
I’m going to arrive in Miami in just three hours. If I were to drive the 1,411 miles non-stop, it would take me close to 24 hours!

Realizing the enormity of where I am, where I’m going and what I’m doing, I think I can weather the challenge of the barking canines and screaming youngster. I can live a few hours without my computer, and I have a seat belt to make the ride a lot smoother. I simply insert my dependable ear plugs, adjust my therapy neck support pillow, recline my seat, close my eyes and welcome the embrace of the Friendly Skies!

THAT’S a re-frame and every one of us are capable of doing the same thing whenever we choose. The question lies in why more of us don’t do it more often! Think about it. It’s YOUR choice!

About Harry K. Jones

We Choose Our Mindset!

Posted on February 7, 2011 by Harry K. Jones

Like more than 110 million others, I watched Super Bowl XLV (#45) unfold on the Texas gridiron of Cowboys Stadium Sunday. News of this battle dominated our media for the week prior to the game and most of the day Sunday.

I played football in high school and in the military. I later coached the game and announced from the booth. In my current role, I’ve had the opportunity to work with two professional football teams. I’ve been an avid fan all my life so I thoroughly enjoyed the Big Game.

However, I found myself moved mentally and emotionally by several events other than the game itself.

As always, the commercials were phenomenal … creative, humorous, and even touching at times. Of course, they should have been as the advertisers were paying $6 million per minute to share them with viewers!
The entertainment was sensational from start to finish. Lea Michele, of “Glee” fame, kicked things off with a touching rendition of “America the Beautiful” followed by Christina Aguilera’s moving version of the “National Anthem.” In the excitement of the moment, Christina missed a few words but recovered quickly, finished with heart like the pro she is, and was thrilled to discover that many missed the mis-que and others didn’t care. Exquisite camera work and uncanny timing captured respectful tears flowing from the eyes of an emotional player during her performance.

Expectations had to be high for the halftime performance with names like Slash, Usher, and The Black Eyed Peas, and apparently they were met, judging by the audience reaction. The performance provided big names, great music, unique outfits, and terrific high-tech choreography by hundreds of extras.

The game itself couldn’t have offered much more in the way of excitement, execution, and edge-of-your-seat outcomes. The game went down to the last 30 seconds, providing fans of both teams with the anxiety only a tried and true fanatic could appreciate.

I mentioned earlier that I was mentally and emotionally moved by several events other than those I’ve mentioned. While there were several, they each had to do with the human aspect of Super Bowl week and how the entire country seemed to be focused on football and the celebration of the upcoming competition. We heard very little about the negativity that has plagued us for what seems forever. No one was debating healthcare or watching the unemployment numbers. You heard little about mortgages, the value of the dollar, terrorist attacks, trade balances, immigration, inflation, or politics. In fact, just prior to the game, conservative newsman Bill O’Reilly interviewed liberal President Barack Obama, and both were not only civil but actually friendly to one another … despite predictions to the contrary.

Though fierce competition was evident at every turn, it was apparent that everyone was good-natured about the upcoming game and everything involved with it. Everything else seemed to have been relegated to a back burner, at least for a short time, while people chose to focus on something more enjoyable. Stress levels were reduced, smiles and laughter increased, and it seemed nice to have something positive to look forward to.

When you think about it, all of this was a matter of choice on the part of each one of us. Maybe we should strive to choose more positive thinking, speaking and interacting a bit more often. Choice is one of the few things we do control. We choose where to place our focus. Maybe it’s time to examine our current choices and make an effort to create a few more “Super Bowl weeks” just a little more often. We’d all certainly benefit from it. Let’s start today!

About Harry K. Jones

We Don’t Need Customers!

Posted on February 4, 2011 by Harry K. Jones

Can you imagine seeing a banner, boasting this message, flying over the main entrance to your local theater, hotel, hospital, bank or retail store? … Or maybe a TV commercial or a giant billboard declaring the “death of the customer”?

At first, that image may sound absurd … but is it really that far fetched? You may not see that message displayed as described above, but you’ve got to admit that it’s been amply declared by so many businesses across this nation today.

Think about it …

Video rental stores generate a significant portion of their profits from late fees!
Gifts and discounts are offered to new customers while withheld from long-time customers who have proven loyalty!
Credit card companies approve rather than decline over-limit transactions and then charge the customer fees!
Cellular providers lock customers into lengthy contracts rather than creating loyalty through good service.

The examples are never-ending, but the fact remains that customers today are shown less respect and appreciation than ever before. Ironically, this abuse is occurring at a time when competition is fierce and the business community is feeling the severe ill effects of today’s economic downturn.

If anything, there should be an increased focus on providing better customer service today than ever before! And yet, the level of good customer service continues to decline in most every industry.

A recent survey revealed a variety of reasons (excuses) for this growing trend—most of which were unacceptable and several which were simply too stupid to print here.

Apparently, employers aren’t providing expectations, guidelines, or training in the area of quality customer service.

Those who think they can’t afford employee training in these critical areas will soon face a harsh reality. They can’t afford NOT to prepare their staff to leave an indelible impression on potential and existing customers, even in today’s fast-paced, technological environment.

We’re experiencing an increase in requests for customer service seminars and customer service keynote presentations. Apparently many have learned that good customer service translates into repeat business, an increased bottom line, and your economic survival.

Your competitor may very well be one of those who have made this commitment to providing better service. Can you say the same?

About Harry K. Jones

Evaluate Your Choices!

Posted on February 2, 2011 by Harry K. Jones

I just finished a book, Delivering Happiness, by Tony Hsieh (pronounced SHAY) who happens to be the 24-year-old multimillionaire CEO of online shoe and clothing shop Zappos.com. We’ll be posting the book review in the very near future.

However, in reading the book and doing some additional research on the author, I discovered something rather baffling about the human psyche. Actually, I’ve witnessed this anomaly for years, and yet it continues to mystify me.

After my recent research, I’m ready to place Tony Hsieh into a unique category with some pretty impressive company. That category would include such notable characters as: Bill Gates, Donald Trump, Jack Welch, Jim Collins, Lee Iacocca, Meg Whitman, Peter Drucker, President Obama, Ross Perot, Rush Limbaugh, Barbara Walters, Sam Walton, Stephen Covey, Tony Robbins, Oprah Winfrey, Warren Buffett, and Wayne Dyer, to name just a few.

Have you determined what these people have in common? It has nothing to do with career choices, religious preferences, political beliefs, age, color or creed. It’s true, they’re all educated, experienced, talented, accomplished, creative and outspoken. However, there’s something else.

In the arena of public opinion, each of those noted above fall into one of two categories. They are loved or despised (viewed with contempt)! It’s true. Very few, if any, would say they simply like these people. Each of them fall very solidly into one category or the other.

Sadly, there’s a major drawback to pigeonholing people. Let’s take a look at a harsh reality. Pick someone from the list above that you truly admire. If you’re like the majority of people in today’s society, you will have an inclination to believe everything that person says and does.

Now choose a name from that list that you might despise. In this case, you will have a tendency to believe absolutely nothing that person says or does. Therein lies the problem.

We must strive to change our thinking here.
No one is always right.
No one is always wrong.
The same holds true for religions, political parties, and business organizations.
There may be a great deal to learn from someone you may not admire or agree with.
And you shouldn’t necessarily believe and/or agree with everything simply because you hear it from someone you do admire and respect.

Take the case of Tony Hsieh. Here’s a young man with an impressive background, successful track record, and a creative mind who has created an empire built on great products, good prices, and an unequaled culture of customer service.

My research revealed that he has a fantastic following of employees, vendors, clients and business professionals who wholeheartedly believe in Tony, his philosophy, and everything he’s accomplished. They believe he’s a charismatic leader who has his best days ahead of him and, in the meantime, can do no wrong.

My research also revealed a good number of people who view this young man as a flippant, self-centered, cult leader who came from an extremely privileged background which paved his way to a snooty high school and then on to Harvard. Therefore, his entire career was handed to him on a silver platter. He’s too close to his employees and treats them all as though they were fellow partygoers.

My point is this. I believe there may be some truth in both sides of this story … as there is in so many other scenarios in today’s world. Our challenge is to look at every person and organization we come into contact with and seek out the useful information which may assist us in achieving our personal goals. Most everyone has something to offer us. We must not turn a deaf ear to this information because we don’t approve of the source.

On the other hand, don’t make the sometimes fatal mistake of believing that someone is 100% correct on every issue for the simple reason that we approve of the person and/or organization as an infallible source.

Look for the good, ignore all else. The value you’ll receive will be priceless.

About Harry K. Jones

Have You Missed a BFO?

Posted on January 31, 2011 by Harry K. Jones

A number of years ago, I had the rare opportunity to deliver a keynote presentation in a beautiful resort hotel in Cancun. The CEO of the growing organization I spoke to insisted on introducing me himself to explain how we had met in Washington, D.C., and why he had invited me to speak to his staff.

During his brief introduction, he used a phrase that was obviously recognized by his entire team. He used the term BFO which I later learned was an acronym for “Blinding Flash of the Obvious.” Later in the evening, at my request during dinner, he defined the phrase for me as I had never heard it. Over the years I’ve heard a number of various definitions, but I’ve always preferred his straight-forward explanation.

“A BFO is something that is really very obvious. However, until you actually say it, see it and follow the logic of it … the inherent magic of it remains a buried treasure of potential for change.”

Here’s a perfect example: Walk into any bank or grocery store today and you’ll find a large number of high-tech, state-of-the-art check-out lanes fully equipped to service impatient customers navigating overflowing shopping carts. A further look will quickly reveal that BOTH registers are open and each have a very long line of disgruntled customers! Yes, of the 6 to 9 or more available registers, BOTH are open. It never fails! Regardless of the organization or the location … we find only two lanes open when many more are needed.

What’s the BFO? … OPEN LANE #3!

So obvious, so simple, so sad!

Every customer sees it! Why doesn’t the staff or management see it?

Over the years, I’ve heard dozens of reasons why those extra lanes aren’t open. However, I have yet to hear a single explanation that justifies the negative results which emerge in such a situation! I doubt if I will ever hear a suitable explanation to justify such a poor decision!

I’m certain you’ve experienced this aggravating frustration time and time again. You know how it feels. Now let me ask you a question: “What is YOUR Lane #3 scenario?” There’s a better than average chance that you have one … or more!

True … you may not have a register or a lane where you work. However, do you have a situation which causes the same anguish to those you serve? Maybe it’s:

the way you answer the phone (or don’t).
the difficulty in getting your customer in touch with the right person.
the complexity of forms, applications, etc.
packaging, shipping or handling challenges.
advertising and/or marketing concerns.

Adapt a battle cry of “OPEN LANE #3” and start searching for any BFOs you may have within your organization. Ask yourself what your customers may deem as frustrating as the need to “Open Lane #3.” Then take action to correct the situation. This should be an ongoing strategy in your quest to provide phenomenal customer service!

About Harry K. Jones

Worry Bankrupts the Spirit!

Posted on January 19, 2011 by Harry K. Jones

In today’s chaotic world, worry is the constant companion to a growing number of people. Conventional wisdom would indicate that little will change in the foreseeable future. In fact, if anything, the list of daily stressors which lead to worry continues to grow. Additions to that infamous list include health costs, financial concerns, finding work, terrorism, climate change, job-related stress, crime, time demands, food and gas prices, mortgages, etc.

Worry has been defined as follows: as a verb: to torment oneself with or suffer from disturbing thoughts; fret.

As a noun: a cause of uneasiness or anxiety; trouble.

I once heard worry described as “interest paid on trouble before it comes due.” Worry has become one of America’s worst enemies. Worry is like a rocking chair as it requires a lot of energy while getting you nowhere!

When you really think about it, it simply doesn’t make sense to worry. For years psychologists and other researchers have told us the following:

Roughly 40% of what people worry about never happens.
Nearly 30% has already happened and can’t be changed.
12% of our worries involve unfounded health concerns.
10% Are Petty Miscellaneous Worries!

That leaves only 8% of our worries that are real! Therefore, we are worrying 92% of the time for no good reason … and it’s killing us!

In the future, simply re-channel that 92% of your time and energy into focusing on the 8% of your worries which are real. You’ll quickly solve those few problems you’re worrying about, you’ll enjoy better health, longer life and become much more productive in every aspect of your life!

In short, if you’re not happy with your current situation in life … don’t worry, do something about it. Worry less and act more. Or, as Bobby McFerrin suggests: “Don’t Worry—Be Happy!”

About Harry K. Jones

Stop Complaining! Go Solve the Problem!

Posted on November 3, 2010 by Harry K. Jones

Overwhelmed? Frustrated? Stressed? Fed Up? Stop complaining because that’s simply adding to the problem. Subliminally, you’re adding fuel to the fire by complaining without taking action.

As I watch the election results roll in, I’m amazed to say the least. If you were to ask people if they are unhappy with their current status, you would probably discover that 80% to 90% are tired of what’s been happening in this country. And, interestingly enough, the blame doesn’t fall entirely on one particular party. We seem to agree that we’re fed up with politicians from both sides of the aisle.

Here’s what I find baffling. As I watch the results flow into television stations across the nation, it looks as though 20% to 30% of the country will be making the decisions as to whom holds office in the coming years. If 8 or 9 people out of every 10 are fed up with the status quo, why is it that only 2 or 3 people out of every 10 are willing to vote in hopes of solving some of the problems? That doesn’t even make sense.

I’ve heard all of the excuses for not voting and even share the frustration of feeling as though my vote doesn’t count. Well, think about this. What are the alternatives if you should choose not to vote? I think you would agree that they are little or none.

I’m certainly not advocating a vote for a particular candidate or party. I’m suggesting that if you’re happy with the current direction your city, state, or nation is heading, get out and vote for the current candidate or party to make certain that direction isn’t deterred. If you aren’t satisfied with the way things are going, vote for those who will bring change.

The point is to GET INVOLVED! Stop complaining and do something about your concerns. And don’t stop with voting. Sign a petition. Attend meetings to support your beliefs. March. Rally. Write a letter. Join an organization that supports your concerns. Talk to others. Make a phone call. Knock on a door. Get educated on the issues. Educate others and get them to join you in your efforts. Do something!

Doing nothing will get you just that—NOTHING! Think for just a moment what could happen if the other 70% of those who are not showing up at the voting booth would do just a few of the things mentioned above. There would be enormous change for the better from coast to coast. Stop being part of the problem and start being part of the solution!

About Harry K. Jones

Don’t Believe Everything You Read!

Posted on September 10, 2010 by Harry K. Jones

I’ve always been fascinated with the many benefits of being a “people-watcher.” I don’t know exactly when or why I first became enamored with the concept, but I certainly have learned a great deal as a result.

Maybe it’s because I’ve spent so many years frequenting airports all over North America. As a result of constantly changing flight schedules, you tend to have a great deal of time on your hands and very few choices available to fill that time. Thus … people-watching … which, by the way, soon becomes addicting.

Maybe it’s because, as a professional speaker, I’ve had the opportunity to attend thousands of large conferences over the decades. I always laugh at the fact that no one in my audience seems to realize that I’m looking at them at the same time they’re looking at me! And I have far more choices to look at than they do!

One of the numerous things I’ve learned by people-watching over the years is the fact that the majority of people today will believe anything simply because they read it in a newspaper, magazine or tabloid, see it on TV, hear it on the radio, or find it on the Internet! For some unexplainable reason, they feel that these sources are reliable and simply cannot be challenged. Why is that when most every day a news story, claim, photo, or rumor is proven to be false?

For instance, over the past week, I have received several e-mails from clients and readers sharing a very interesting story that they felt I might want to pass on … and for good reason. I’ve also seen this same article appear numerous times on Facebook and several blogs. For several reasons I found it interesting, informative, and entertaining. For those reasons, I’m going to share it with you today.

However, I feel obligated to point out that while the content of this story may contain a much-needed dose of realism for today’s youth and something that many of us have learned the hard way over the years … the background story is totally FALSE!

The following content was supposedly recently written and delivered to a high school graduation class by former Microsoft Chairman Bill Gates. Here are the facts:

Bill Gates did not write or deliver these words of wisdom.
They did not originate as a high school speech.
They are not at all recent.

In fact, the very entertaining piece you are about to read is a somewhat abridged version of an original piece that was penned by author Charles J. Sykes. The full version was originally printed in the San Diego Union Tribune on September 19, 1996, and has appeared world wide in many publications since that time. Sykes is the author of Dumbing Down Our Kids, 50 Rules Kids Won’t Learn in School, and several other books.

This article, like so many others was drastically edited by person(s) unknown and began making the e-mail rounds under Bill Gates’ name in February of 2000 and is still, to this day, making those rounds—thanks to you!

The piece has been falsely attributed to others as well as Bill Gates, including the late science fiction writer, Kurt Vonnegut, Jr.

However, one cannot argue with the actual wisdom of the content. It strikes a familiar chord with most everyone who reads it. So enjoy … And be certain to pass it on!

11 Rules Your Kids Did Not and Will Not Learn In School

Rule 1: Life is not fair—get used to it!

Rule 2: The world doesn’t care about your self-esteem. The world will expect you to accomplish something BEFORE you feel good about yourself.

Rule 3: You will NOT make $60,000 a year right out of high school. You won’t be a vice-president with a car phone until you earn both.

Rule 4: If you think your teacher is tough, wait till you get a boss.

Rule 5: Flipping burgers is not beneath your dignity. Your grandparents had a different word for burger flipping: they called it opportunity.

Rule 6: If you mess up, it’s not your parents’ fault, so don’t whine about your mistakes, learn from them.

Rule 7: Before you were born, your parents weren’t as boring as they are now. They got that way from paying your bills, cleaning your clothes and listening to you talk about how cool you thought you were. So before you save the rain forest from the parasites of your parent’s generation, try delousing the closet in your own room.

Rule 8: Your school may have done away with winners and losers, but life HAS NOT. In some schools, they have abolished failing grades, and they’ll give you as MANY TIMES as you want to get the right answer. This doesn’t bear the slightest resemblance to ANYTHING in real life.

Rule 9: Life is not divided into semesters. You don’t get summers off and very few employers are interested in helping you FIND YOURSELF. Do that on your own time.

Rule 10: Television is NOT real life. In real life people actually have to leave the coffee shop and go to jobs.

Rule 11: Be nice to nerds. Chances are you’ll end up working for one.

About Harry K. Jones

Did You Attend Elevator University?

Posted on July 28, 2010 by Harry K. Jones

Yes, that’s a serious question. And there’s a good reason for asking it. Think about it. Consider your behavior every time you ride an elevator. I’ll bet you do the following just as I and millions of others do.

Push the button even though it’s already lit, indicating that others have pushed it before you. Do you think it’s going to get there faster by doing that?
When it arrives, you then enter the elevator and automatically turn and face the front.
You push the button of the floor you want—even if it’s already lit.
You avoid eye contact with any of the other passengers.
You probably fold your hands in front of you or behind you.
You focus on the small screen showing the passing floors.
Or you look straight ahead or at the floor.
You say nothing to anyone or, if you’re with a companion, you speak only in hushed tones.
When you get to your floor, you quickly exit the elevator and resume acting like an earthling.

Now my question is simple. Where did you learn to do that? Was it covered in grade school, middle school, or maybe high school? I don’t think it’s taught in college. Did, at some point in your young life, one or both of your parents sit you down for “THE” talk … you know, the “how to behave in an elevator talk”! Is it something you learned in the military or maybe a “job training program” at some point during your career? Or maybe it was much more simple than that.

Maybe there was a sign on the wall listing those behaviors. No, we know there’s never been a sign.

Obviously not. Our behavior is under the control of unwritten social rules, implicit norms, which govern appropriate elevator demeanor. Social norms are expectations shared by the members of a group about appropriate ways to behave in given situations.

And it’s not formal training by any stretch of the imagination. It’s not even openly acknowledged. Yet we’re manipulated like puppets on invisible strings and this unusual experience isn’t limited to an elevator. Consider how we act in a court room, in a hospital waiting room, in a library, attempting to board an airplane at the airport, in a laundromat, or in a restaurant. In each situation we mindlessly follow the dictates of group norms and situational forces.

Years ago there was a very popular family TV program called “Allen Funt’s Candid Camera.” In what might be his most ingenious stunt, “Face the Rear,” his staff rigged an elevator so that after an unsuspecting person enters, four Candid Camera staff members enter, and one by one they all face the rear. The doors close and then reopen; now revealing that the passenger had conformed and is now also facing the rear. Doors close and reopen, and everyone is facing sideways, and then face the other way. I’m sure you can guess the outcome.

Watch this short, but hilarious, video but pause before laughing too loud. Think about how many times, in each of the scenarios mentioned above, YOU have been manipulated like a puppet on a string!

Well, times are changing and norms are being replaced by new strategies in hopes that we can survive and thrive in today’s challenging and chaotic environment. It’s time to challenge norms, rethink current strategies, try different approaches, consider calculated risks, and expand comfort zones!

Why not start with the ELEVATOR? The next time you enter that “sacred square” consider one of the following behaviors to liven up the existence of those still connected to those invisible strings.

Greet everyone getting on the elevator with a warm handshake and ask them to call you Admiral.
Say “Ding!” at each floor.
Make explosion noises when anyone presses a button.
Stand silent and motionless in the corner, facing the wall, without getting off.
Whistle the first seven notes of “It’s a Small World” incessantly.
Crouch in one corner and growl menacingly at everyone who gets on.
Stare, grinning, at another passenger for a while, and then announce: “I’ve got new socks on!”
Read Green Eggs and Ham as though it were Shakespeare. Sound out every word!
When there is only one other person in the elevator, tap them on the shoulder and then pretend it wasn’t you.
As the elevator is going up, jump violently up and down, shouting, “Down! I said down, darn it!”
Announce in a demonic voice: “I must find a more suitable host body.”
Upon entering a full elevator, face the entire group and say: “I’ll bet you’re wondering why I called this meeting.”

Now that you’ve had some fun, focus on other situations in your life where you’ve been a victim of unwritten social rules or implicit norms. Re-frame, leave the path, make a difference, strive and thrive … and keep me posted!

Now excuse me as I gather my pogo stick, tripod, and snare drum … I have an elevator to catch!

AchieveMax® Blog

Business articles on change, creativity, customer service, leadership, motivation, teamwork, and time management, written by AchieveMax® professional speakers.

Category Archives: Is It Just Me?

Want Business? WAKE UP!

About Harry K. Jones

Re-frame – Reduce Stress & Enjoy Success

About Harry K. Jones

We Choose Our Mindset!

About Harry K. Jones

We Don’t Need Customers!

About Harry K. Jones

Evaluate Your Choices!

About Harry K. Jones

Have You Missed a BFO?

About Harry K. Jones

Worry Bankrupts the Spirit!

About Harry K. Jones

Stop Complaining! Go Solve the Problem!

About Harry K. Jones

Don’t Believe Everything You Read!

About Harry K. Jones

Did You Attend Elevator University?

About Harry K. Jones