Airline Adds Insult to Injury

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It seems as though we’re being bombarded by media stories that make you want to scream: “What were they thinking?” It doesn’t matter if they’re talking about politics, sports, business, entertainment, or any other aspect of daily news. Some of these stories are simply hard to believe.

We’re going to share a few of those with you from time to time if for no other reason than to provide you with a coping mechanism, let you know that others share your bewilderment and frustration, and maybe even point out a lesson or two which we may learn from the poor decisions of others. This is our second installment. If you come across a situation which fits into this category, don’t hesitate to share it with us.

Airline Adds Insult to Injury

The Associated Press reported United Airlines is dropping a customer call center that took flight complaints. Customers are now required to send a letter or e-mail instead.

The nation’s third-largest airline told employees it would stop publishing its customer relations phone number immediately, which will be turned off altogether at the end of April.

United claims it is able to respond better to customers who write, since they often include more detail, making it possible to provide a more specific response. Heaven forbid the customer service representative might be required to ask a question!

I’m confident all the other airlines will each sit down immediately and write a thank-you note to United for creating such a wonderful policy. It obviously makes all other airlines look much more intelligent, concerned and customer-friendly.

As far as United … what were they thinking?

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.

How Quickly We Forget

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This is our second installment of our focus on change. We’re going to continue to review the many past changes we’ve experienced, identify current changes we may be dealing with at the moment, and contemplate upcoming modifications and how they might affect you, your family and organization.

Today, let’s take a look at some of the things that we once enjoyed and took for granted … never even contemplating the possibility that these things would become things of our past so quickly.

Want to put a smile on your face? Visualize for a moment how difficult it would be to try to explain each of the following to a member of today’s generation who has no clue as to what you’re talking about.

  • Free air at gas stations
  • Gas attendants
  • S&H greenstamps
  • Electric typewriters (Try to fill out a form on your computer.)
  • Stores closed on Sundays
  • Rotary phones
  • Vent windows in your car
  • Full-size spare tire in your trunk
  • 45 and 33 rpm vinyl records
  • 8-track tapes
  • Home delivery (milk – bread – laundry). Remember when every neighborhood had a milkman?

According to the U.S. Department of Agriculture, in 1950, more than half of the milk sold was delivered to the home in glass quart bottles; by 1963, it was about a third and by 2001, it represented only 0.4%. The milkman also carried juice drinks, cottage cheese, and a variety of other dairy products. Sit down for this one. The majority of homes had a small insulated metal milk box on their porch. No lock. We actually left money in this box for the milkman and, after removing the money, he placed our order in this box, which protected the products from animals and the weather. Can you picture this happening today?

Watch this page for an on-going list and feel free to share your own predictions as well.

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.

Robot + Boomers = New-Found Family

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Remember, as a child, watching futuristic cartoons where every family had a robot zipping around the house acting as a maid, butler and/or baby sitter? Well, apparently the future is NOW and the robots have arrived … just in time for the baby boomers to witness those fantasies become reality.

Over the next 30 years, close to 78 million baby boomers will be retiring, and this will obviously severely stress caregivers, the medical system, and many community services. Our new family friend, uBOT-5 as the robot is called, will now allow elders to live much more independently.

Researchers at the University of Massachusetts Amherst have developed a robotic assistant that fits right into the family while performing a number of very critical tasks, such as:

  • dialing 911 in case of emergencies
  • reminding clients to take their medication
  • helping with grocery shopping
  • allowing a client to talk to loved ones and health care providers
  • allowing concerned family members to access the robot from any Internet connection to visit their elderly parents
  • allowing family members to navigate the robot around the home in search of Mom and Dad in the event they may not have heard the phone ring or may be in need of assistance
  • allowing the family doctor to perform virtual house calls direct from his/her office or hospital

The design of this particular robot was actually inspired by the human anatomy:

  • An array of sensors acts as the robots eyes and ears, allowing it to recognize human activities, such as walking or sitting.
  • It can also recognize an abnormal visual event, such as a fall, and notify a remote medical caregiver.
  • Through an interface, the remote service provider may ask the client to speak, smile or raise both arms, movements that the robot can demonstrate. If the person is unresponsive, the robot can call 911, alert family and apply a digital stethoscope to a patient, conveying information to an emergency medical technician who is en route.
  • The system also tracks what isn’t human. If a delivery person leaves a package in a hallway, the sensor array is trained to notice when a path is blocked, and the robot can move the obstruction out of the way.
  • It can also raise its outstretched arms, carry a load of about 2.2 pounds and has the potential to perform household tasks that require a fair amount of dexterity, including cleaning and grocery shopping.
  • The uBot-5’s arm motors are similar to the muscles and joints in our own arms, and it can push itself up to a vertical position if it falls over.
  • It has a “spinal cord” and the equivalent of an inner ear to keep it balanced on its Segway-like wheels.

This type of robot isn’t exactly a new concept but, for the first time, they are both safe enough and now inexpensive enough to add tremendous value in the everyday home environment.

Creating this single masterpiece in a lab setting would cost about $65,000. However, manufacturers claim they can mass-produce these mechanisms for a couple of thousand dollars. That may still sound expensive to some until you realize the fact that a part-time, human in-home caregiver can cost more than $1,500 PER WEEK. Two weeks of that kind of care would buy you your own personal uBOT-5!

That’s certainly a fair price to allow Grandma to take the robot’s hand, lead it out into the garden and have a virtual visit with a grandchild who is living on the opposite coast. Our new found companion can now eliminate the isolation which can easily lead to depression in the elderly.

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.

Today’s Invisible Leadership Challenge

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In today’s whirlwind business environment, we have far too many things to focus on … current national debt, mortgage crisis, healthcare crisis, jobs, food prices, oil prices, education, immigration, the environment, and social security to name a few. The media, in a variety of formats, hammers us on these issues almost hourly.

While these issues are indeed obvious and critical, there is still another growing challenge which is just as significant, if not more so, to our business environment. However, it is seldom recognized, discussed or dealt with. It’s almost as though many organizations are ignoring its existence altogether.

Consider the following facts:

  • There are more than 78.2 million boomers in the U.S.!
  • Fortune Magazine reminds us that every seven seconds, someone turns 60. That equates to 12,343 baby boomers turning 60 years old or older every day!
  • The boomers are retiring in record numbers from the American workplace.
  • Today, the average retirement age of a worker is between 61 and 62, compared to 65 just a few years ago.
  • Forty percent of the workforce will be retiring soon, leaving not a hole in leadership but a crater!

U.S. businesses face a shortage of millions of workers in the next 10 years. The Boston College Center on Aging and Work conducted a major survey of organizations across industries and discovered that only 33% of employers said that their business had analyzed workplace demographics and made projections about the retirement rates of their workers.

Over the next decade we’re going to be slapped in the face with some cruel realities. Let’s ponder a few of those realities:

  • Retiring baby boomers are going to be difficult to replace as researchers have found that the loyalty, reliability and strong work ethic will disappear altogether as this generation retires.
  • There will be a tremendous loss of labor, experience and expertise that will be difficult to offset, given the relatively small pool of new workers and the competition for new talent likely to result from so many companies facing the same problem.
  • Weigh the amount of knowledge and experience our current baby boomers have accumulated over the years in the areas of our products, services, processes, tools, culture, history, customers, vendors, competition, and industry.
  • Experts say that management and leadership skills would be the asset in shortest supply in most organizations.

There must be a formalized system in place to capture that which we are about to lose. This loss will be like a slow water leak, barely discernible at first, but over time it can do major damage.

Organizations that do not plan to deal with this emerging skills and experience gap may very well find themselves suddenly facing the most critical dilemma they have ever had to deal with. Manpower warns that this loss of experienced workers could be crippling for many companies.

This critical issue is being treated like a bad weather report—we hear the news that the storm is coming, but we ignore the warnings until it is too late.

Does your organization have a formal strategy for identifying the potential leadership and skills gap and developing talent to fill that gap before your workers retire?

Ask yourselves these questions:

  1. How many senior leaders or senior technological staff will be retiring over the next 10 years?
  2. What is the impact to the organization when (not if) you lose the knowledge of those individuals?
  3. What strategy do you have in place to ensure seasoned, experienced leaders and technical staff are in the pipeline?
  4. What actions are you taking to retain knowledge in the organization?
  5. Have you considered allowing your experienced boomers to formally mentor or coach those who will soon be replacing them in the areas of your products, services, processes, tools, culture, history, customers, vendors, competition, and industry? This transfer of information and experience is invaluable.

Organizational busyness can distract us to the point that, by the time we look up, it will be too late to recover from the consequences we’re facing.

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.

Introduction of Another New Feature

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It seems as though we’re being bombarded by media stories that make you want to scream: “What were they thinking?” It doesn’t matter if they’re talking about politics, sports, business, entertainment, or any other aspect of daily news. Some of these stories are simply hard to believe.

We’re going to share a few of those with you from time to time if for no other reason than to provide you with a coping mechanism, let you know that others share your bewilderment and frustration, and maybe even point out a lesson or two which we may learn from the poor decisions of others.

Let’s start with a recent headline from the political world which really shouldn’t have surprised us.

Talk about irony. I saw a cartoon in the newspaper yesterday that really proves the old adage of “a picture is worth a thousand words.” Picture this. A mailman, heavy bag slung over his shoulder, is on a sidewalk approaching a house after passing through an open gate into the yard. There is a sign in the yard which reads “BEWARE OF DOGS.” On his face is a look of sheer terror. The reason is quite obvious. Directly in front of him stand four very large, obviously vicious dogs baring their sharp fangs, poised to attack.

The artist has labeled each of the dogs … EMail, Texting, Twitter, and Recession. We suddenly understand why the postman must beware of each. These four dogs obviously threaten his existence.

Now, the irony.

In today’s paper, I read that the post office will once again raise the price of a first-class stamp! The price will increase to 44 cents on May 11.

The U.S. Postal Service (USPS) suffered a net loss of $2.8 billion last year.

The bulk of its processing and sorting operations is performed at some 400 large, special-purpose mail processing plants … separate and distinct from its network of local, retail post offices.

It also operates 58 airport mail centers, 220,000 motor vehicles and 37,000 facilities.

Volume is expected to plunge by some 12 billion pieces during the coming year.

So, with all of these responsibilities, a tremendous projected loss in volume, and growing competition from electronic communications such as E-mail, Twitter and Texting, the USPS is facing what may well be the greatest challenge it ever had to deal with.

When you consider that fewer and fewer people are buying stamps because of the constant increase in prices and the many emerging options which cost nothing, I can’t help but wonder who made the decision that a good strategy to address these challenges would be to once again raise prices!

What were they thinking?

The Postmaster General receives a salary of $263,575. Add his many other sources of compensation for this job, and he receives a total of $857,459 annually. Was he the one who made this decision, or did he simply approve someone else’s recommendation?

I know hearing about another price increase makes me want to run right out and buy even more over-priced stamps.

What were they thinking?

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.

Super Bowl = Super Results

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A few days before this year’s Super Bowl, I wrote an article (Super Bowl Prices Force Creative Thinking) focusing on the creative thinking needed to cope with increased prices for this year’s spectacle.

Super Bowl XLIII attracted 98.7 million viewers, making it the most-watched of all time. The game ranks behind only 1983’s M*A*S*H* finale as TV’s top telecast.

Having to come up with $3 million for a 30-second commercial inspired Miller Brewing to create a ONE SECOND spot which not only saved millions of dollars but gained tremendous exposure for its creative efforts.

Believe it or not, someone may have topped that endeavor. This year chipmaker Frito-Lay offered a $1 million prize in its Doritos “Crash the Super Bowl” program to anyone who could produce a commercial that could win the USA Today Super Bowl Ad Meter real-time consumer rating (a 10-year-old consumer opinion poll). Most major advertisers cough up approximately $2 million just to produce an average 30-second commercial. They then pay an additional $3 million for the privilege of airing that spot during the Super Bowl. Total = $5 million.

The winning commercial was created by a couple of unemployed, non-advertising but aspiring film maker brothers from Indiana. They spent less than $2,000 on their commercial which was filmed at their local YMCA by a cast and crew made up of their friends! Their spot featured a man using a snow globe as a crystal ball. He lobs it through the glass on a vending machine after predicting free chips for the office. A colleague then predicts a promotion, but when he lobs it, it hits his boss in the crotch.

Here’s the kicker … this wasn’t just a pretty good commercial. This was chosen by viewers to be the best commercial! The unemployed brothers beat out 51 big-budget advertisers, creating the highest-rated commercial to air during the Super Bowl. The cost again—a mere $2,000. Now compare that to the average production cost of $2 million per 30 seconds paid by such big names as Coca-Cola, Pepsi, Bridgestone, Anheuser-Busch, Disney, Sony, Toyota, Kellogg, and so many others.

The moral of this story is simple. Times are obviously tough today … in every aspect. And, by all media accounts, things are going to get worse before they get better. And yet this year’s biggest and most expensive sporting event has produced two, yes two, examples of what can be accomplished with a little creative thinking. A one-second commercial and a dirt-cheap commercial have each set a precedent that will surely start a trend for those coping with tight budgets. Both can be attributed to creative thinking. Let’s not forget a couple of thoughts that have been around for decades and yet aren’t always remembered or practiced:

  1. When the going gets tough, the tough get going!
  2. When tough times appear, people tend to fall into three groups:
    • Those who wish things would happen …
    • Those who allow things to happen …
    • Those who make things happen …

Where do you fall?

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.

Buffett Boldly Bounces Back

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The three men pictured here have been playing musical chairs for quite some time in their pursuit of the title of the richest man on the planet. That title has been extremely competitive in recent months.

The man in the middle, Chairman and CEO of Berkshire Hathaway, is Warren Buffett who currently holds that title as his fortune recently swelled to an estimated $62 billion … up $10 billion from a year ago. That massive increase puts Buffett ahead of his close friend and Microsoft co-founder Bill Gates, who was the richest man in the world for 13 straight years.

The man on the right is Mexican telecom tycoon Carlos Slim Helu who currently reigns as the second-richest man on earth with an estimated net worth of $60 billion … up $11 billion since last year. His fortune has doubled in the past two years.

The man on the left, of course, is Microsoft co-founder Bill Gates who is currently worth $58 billion, up $2 billion from last year, placing him in the position of the world’s third richest man. Gates would have been perhaps as rich–or richer–than Buffett had Microsoft not made a recent unsolicited bid for Yahoo!

Warren Buffett, admired and respected by many in the business world, is indeed unique among today’s investors and leaders. To learn more about “why” this is true, check out one of our most recent book reviews The TAO of Warren Buffett or his captivating bio at Little-known Facts about Well-known Leaders – Warren Buffett.

For example, Buffett recently issued a challenge to members of the Forbes 400 richest Americans list, saying he would donate $1 million to charity if the collective group (or a significant number of them) would admit they pay less taxes, as a percentage of income, than their secretaries.

A leader of this caliber should be in Washington, D.C. where he’d really shake things up.

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.

What We Can Learn from Change

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Everyone’s talking change today and, when doing so, most conversations focus on the future and the many transformations we can anticipate. Seldom, if ever, do we take the time to look back at the many changes which have already taken place. There are very valuable lessons to be learned in this practice.

Should you ever be concerned with your ability to cope with future challenges, simply pause to reflect on the many changes you’ve managed to deal with in your past. Having dealt successfully with so many previous issues, we often take them for granted and totally forget how they once loomed before us as insurmountable obstacles.

Think for just a moment about how many radical changes have occurred in just the past 100 years. In the larger scheme of things, that’s actually a very short period of time. And yet, consider the massive transformations we’ve experience as a nation.

For instance, a hundred years ago …

  • The average life expectancy in the United States was 47. Today it’s 77.
  • Only 14% of the U.S. homes had a bathtub.
  • Only 8% of the homes had a telephone and a three-minute call from Denver to New York City cost $11.
  • There were only 8,000 cars in the U.S. and only 144 miles of paved roads. The maximum speed limit in most cities was 10 mph.
  • Alabama, Mississippi, Iowa, and Tennessee were each more heavily populated than California. With a mere 1.4 million residents, California was only the 21st most populous state in the Union. A total of 38 million live in “The Golden State.”
  • The average wage in the U.S. was 22 cents an hour. The average U.S. worker made between $200 and $400 per year.
  • A competent accountant could expect to earn $2,000 per year, a dentist $2,500 per year, a veterinarian between $1,500 and $4,000 per year, and a mechanical engineer about $5,000 per year.
  • More than 95% of all births in the U.S. took place at home.
  • 90% of all U.S. physicians had no college education. Instead, they attended medical schools, many of which were condemned in the press and by the government as “substandard.”
  • Sugar cost four cents a pound. Eggs were 14 cents a dozen. Coffee cost 15 cents a pound.
  • Most women only washed their hair once a month and used borax or egg yolks for shampoo.
  • The five leading causes of death in the U.S. were: 1. Pneumonia and influenza, 2. Tuberculosis, 3. Diarrhea, 4. Heart disease, 5. Stroke.
  • The population of Las Vegas, Nevada, was 30! The remote desert community was inhabited by only a handful of ranchers and their families. Today, the population is 603,000 and growing, and that doesn’t count gambling tourists!
  • Plutonium, insulin, and antibiotics hadn’t been discovered yet.
  • Scotch tape, crossword puzzles, canned beer, and iced tea hadn’t been invented.
  • There was no Mother’s Day or Father’s Day.
  • Only 6% of all Americans had graduated from high school.
  • Marijuana, heroin, and morphine were all available over the counter at corner drugstores. According to one pharmacist, “Heroin clears the complexion, gives buoyancy to the mind, regulates the stomach and the bowels, and is, in fact, a perfect guardian of health.”
  • Coca-Cola actually contained cocaine instead of caffeine.
  • There were about 230 reported murders in the U.S. annually. (Last year Chicago alone reported 509.)

As you can plainly see, many of the changes noted here should have been greeted with praises of thanks and appreciation. Others were tragic but had to be dealt with. Much the same can be said about the changes we face in today’s environment. We’ll welcome and appreciate a great number of them, we’ll fear and loath many others, and we’ll learn to cope and adapt with the majority of them. In the long run, as always, we’ll be fine.

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.

Would You Refuse a Priceless Gift?

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To celebrate National Time Management Month, I’d like to share an age-old Gem which was written by my favorite author, “Unknown.” Although it’s been handed down over the decades, it never ceases to offer a very relevant lesson which can benefit everyone in today’s chaotic world. Why not continue the tradition by passing it on to a member of today’s generation. You’ll both be glad you did!

$86,400 a Day

Imagine you were a member of a very unique bank which:

  1. credits your account each morning with $86,400
  2. carries over no balance from day to day
  3. allows you to keep no cash balance whatsoever
  4. and every evening cancels whatever part of the amount you had failed to use during the day

Under those guidelines, I imagine you’d draw out every cent every day, wouldn’t you?

Well, believe it or not, every one of us has just such a bank. The name over the door reads TIME.

Every morning, it credits you with 86,400 seconds!

Every night it writes off, as a loss, whatever of this amount you have failed to invest in a productive purpose.

It carries over no balance.

It allows no overdraft.

Every day it opens a new account for you.

Every night it burns the records of the day.

If you fail to use the day’s deposits, the loss is yours.

There is no going back. There is no drawing against “tomorrow.”

You must live in the present on today’s deposits.

Invest it so as to get from it the utmost in health, happiness, and success!

The clock is running. Make the most of today.

Carpe Diem! Seize the day!

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.

The Light at the End of the Tunnel Has Been Turned off due to Budget Cuts

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Driving through town this past weekend, I couldn’t help but notice the obvious devastation to the local business community. Our two major local shopping malls, many shopping centers and the majority of strip malls all show evidence of the mounting economic pressure we see daily.

On this one trip I couldn’t help but notice the absence of so many establishments which have been a part of our local environment for so many years. The growing list is shocking. Across the country this list includes:

  • Old Navy
  • Circuit City
  • Steve & Barry’s
  • Linen’s ‘n Things
  • Value City Dept. Store
  • Shoe Carnival
  • Whitehall Jewelers
  • Bennigans
  • Toys R Us
  • Ann Taylor Stores
  • Mervyn’s
  • CompUSA
  • Eddie Bauer
  • Lane Bryant
  • The Gap
  • Foot Locker
  • Zales
  • The Disney Store
  • Pacific Sunwear
  • Pep Boys
  • Sprint Nextel
  • KB Toys
  • Sharper Image
  • Kirklands
  • Pier 1
  • Movie Gallery
  • Rite Aid
  • Service Merchandise
  • Steak ‘n Shake

This list doesn’t include all the organizations that are scaling back such as JCPenney, Lowe’s, Office Depot, Macy’s and Starbucks.

It also doesn’t include the many local establishments which are not part of the national scene. Nor did I include gas stations, restaurants, convenience stores, florists, building contractors, realtors and so many other local businesses which have felt the economy crunch.

The International Council of Shopping Centers estimates that 148,000 stores closed last year in the U.S., and they are forecasting another 73,000 will shut down in the first quarter of this year.

While many establishments have managed to avoid going out of business, they have been forced to reduce their numbers greatly through layoffs and buy outs.

Until both Republicans and Democrats alike realize that both parties must work together to solve the problems currently facing those who elected them, this trend will surely continue. How many shuttered doors will that take?

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.