Think About Perspective

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In this vast world and these hurried times, it’s sometime very challenging to truly put things in perspective. I sometimes attempt to do this in hopes of making better day-to-day decisions. It usually occurs soon after returning home from one of my many road trips.

For instance, while in the midst of thousands of people in Times Square in Manhattan, I stop to think about what may be happening at that moment back in my small, quiet Midwest home town. Upon returning home, I’ll relax on my deck overlooking the lake as I visualize what might be occurring at this precise instant in the heart of New York City where I was just a day earlier.

It’s difficult for anyone to realize how many people might exist in this world, how many cars are maneuvering our highways and byways at any given moment, or how many events may be taking place simultaneously around the globe.

Maybe the following data will help put things in better perspective for you. Think about it!

If the population of the Earth was reduced to that of a small town with 100 people, it would look something like this:

57 Asians
21 Europeans
14 Americans (northern and southern)
8 Africans

52 women
48 men

89 heterosexuals
11 homosexuals

6 people would own 59% of the whole world wealth and all of them would be from the United States of America.

80 would have bad living conditions.

70 would be uneducated.

50 would be underfed.

1 would die.

2 would be born.

1 would have a computer.

1 (only one) will have higher education.

Kind of an eye-opener isn’t it! Think about it!

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.

Little-known Facts about Well-known Businesses – Two Men and a Truck®

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I recently experienced a rather rare opportunity seldom afforded to anyone. Over the many years I’ve been in this business, I must admit that there are several leaders I have admired greatly as a result of my research on their career and/or their organizations. I recently had the privilege to chat over breakfast with one of those leaders, Mary Ellen Sheets, the founder and Chair of Two Men and a Truck®.

After a while, success stories begin to blend into a familiar blur. Although informative and rewarding, they often share many of the same customary elements we’ve heard time and time again.

This narrative is different. It has the makings of a “made-for-television fictional sit-com.” For over 25 years now, I have followed, with great interest, the growth of an organization that began with extremely humble beginnings right in my own back yard. I was recently asked to present a keynote at the annual meeting of this most unusual organization.

Two Men and a Truck® started in the early 1980s as a way for two brothers to make extra money while they were in high school. Brothers Brig and Jon Sorber
started helping people move people in the Lansing, Michigan, area using an old pick-up truck.

They had their mom, Mary Ellen Sheets, develop a logo to put in a weekly community newspaper. That same stick-men logo still appears on every truck, sign and advertisement. Obviously, the brothers did a great job, and word of their services traveled quickly. After her sons left for college, Mary Ellen kept receiving calls for their services, so in 1985 she decided to make things official by purchasing an old 14-foot moving truck for $350 and hired two movers.

That $350 is the only capital Sheets has ever invested in the company. Today, the company has grown to more than 1,300 trucks operating out of 201 locations in 31 states, Canada, Ireland, the United Kingdom and South Africa! They’ve completed well over two million moves and boast a phenomenal 94% customer referral rate! Last year alone, they completed 352,292 moves systemwide.

Today, Two Men and a Truck® is the nation’s largest franchised local moving company. Their customers benefit from having thoroughly trained, uniformed movers who are insured and bonded to handle any home and business moving tasks.

The home office has changed quite a bit as well. The operation has moved from the dining room table of Sheets’s home to a state-of-the-art corporate headquarters, boasting solar power and a recently installed windmill, which will soon generate 30% of their power. Local schools will get the chance to plug in to Two Men and a Truck’s software to study wind current.

I recently toured this beautiful facility and was astounded at what I saw. Giant solar panels and an enormous windmill turbine can be seen as you enter the parking lot. The landscaping includes a lawn that could easily rival any golf course in the area. Entering the building, you approach a reception area surrounded by hallways lined with awards, recognition plaques and pictures as far as you can see from the lobby.

Before a new franchisee can open a location, he or she must come to Lansing, Michigan, and be trained for three weeks by the home office staff through Stick Men University®. Within this exquisite building is a fully furnished two-story home equipped with everything you might find in a typical moving situation. During what is called “house training,” students are taught how to maneuver, wrap, pack and load items like a grand piano, a china cabinet filled with breakables, glass tables, a washer and dryer, and a big-screen television. There’s also a bulky bedroom set and a home office. Trainees are expected to be able to recognize any possible obstacles, and empty the house as quickly and efficiently as possible.

I was then shown a truck bed (built to scale) in the training facility. Trainees must be able to fully pack the back of the truck with the items from the home. The sides of the bed are clear so trainers can make sure each item is stacked properly.

In a near-by classroom, fully equipped with the latest technology, franchisees are taught how to market their new business by the marketing department. They are taught about the computer systems in place by the technical staff, and they learn how to hire, manage and lead by the operations department. Stick Men University® trainers also host regional management training courses throughout the year and a two-day frontline staff conference in Lansing.

There are many other tools available to franchisees including detailed monthly reports, newsletters, Intranet, annual meetings, a resource library, a toll-free support line, a tradeshow booth, an in-house shop with a complete line of Two Men and a Truck® logoed clothing and professional marketing materials and a system-wide purchasing system.

While the well-known logo has remained the same over the years, the fleet has obviously been updated. That old pick-up truck logged many miles and has been transformed into a modern fleet of fully equipped vehicles serving clients across the country.

After extensive growth, Sheets asked her daughter, Melanie Bergeron, to assume the role of company president. Two Men and a Truck®’s long track record of aggressive growth continues under Bergeron’s progressive leadership and keen business strategies. Bergeron is now Chief Executive Officer, and her accomplishments have been showcased on the cover of Franchising World magazine and in numerous other publications, including Franchise Times.

Brig and Jon Sorber returned to their Lansing roots in the mid-1990s to team up with their mom and older sister. Brig Sorber is the president, and Jon Sorber serves as executive vice president and franchisee for the Lansing and Grand Rapids, Michigan, locations. Both also serve on the Board of Directors.

During our short breakfast chat prior to the annual meeting, Sheets spoke proudly of her organization, staff, franchisees, and continued growth. It was quite obvious why she has been so successful. Over the years, she has been honored with many national and international awards—far too many to be listed here. Prior to my keynote address, Sheets spoke briefly to those who had gathered for the two-day annual event. She articulated the importance of teamwork, training, customer service, quality and pride. There was absolutely no doubt that she spoke from her heart and her audience appreciated her message. She was certainly a tough act to follow.

Upon completion of my keynote presentation, I was presented with a beautiful Collector’s Edition replica of an official Two Men and a Truck® moving van, which is currently occupying a position of honor in my office trophy case.

Everything about this organization reflects success. From The Grandma Rule® and mission statement to their core purpose and core values, expectations and purpose are indeed obvious. Mary Ellen Sheets is a very humble leader who has obviously established “leadership” as a family tradition!

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.

Functional Blindness

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The old “Theory X and Theory Y” concept has been with us since 1960 when Douglas McGregor wrote his best seller The Human Side of Enterprise in which he proposed two theories by which to view employee motivation.

In the spirit of our “Generational Gems,” we offer the following anecdote for your consideration. You may want to read it a couple of times for clarification. Your first inclination may very well be to laugh it off as ridiculous … thinking nothing like this could ever really occur. Yet, the more you think about it, the more you may realize that this kind of thinking isn’t quite as far fetched as first thought.

Author John Gardner points out that “Most ailing organizations have developed a functional blindness to their own defects.” I’m sorry to report that this observation may very well apply to a constantly growing number of organizations in today’s chaotic environment!

Does this kind of thinking exist within your current culture? Don’t dismiss it too lightly. We see examples of it every day in newspaper and business magazines. Don’t let it happen to you.

The boards of the two fiercely competitive companies decided to organize a rowing match to challenge each other’s organizational and sporting abilities. The first company was strongly “theory X”: ruthless, autocratic, zero staff empowerment, etc. The second company was more “theory Y”: a culture of developing people, devolved responsibility and decision-making.

Race day arrived. The “Y” company’s boat appeared from the boathouse first, with its crew: eight rowers and a helmsman (the cox). Next followed the “X” company boat and its crew—eight helmsmen and a single rower.

Not surprisingly the “Y” company’s boat won an easy victory.

The next day the “X” company board of directors held an inquest with the crew, to review what had been learned from the embarrassing defeat, which might be of benefit to the organization as a whole, and any future re-match.

After a long and wearing meeting, the “X” company board finally came to their decision. They concluded that the rower should be replaced immediately because clearly he had not listened well enough to the instructions he’d been given.

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.

Inspirational Individuals Who Overcame Obstacles

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Everyone seems to enjoy and appreciate learning how well-known people from all walks of life have overcome obstacles to achieve their current level of success. Over the years, I’ve compiled a number of short anecdotes that have provided inspiration and motivation in times of need. I shared a few of these narratives in the newsletter feature on our web site. The response was such that we continued to add these short inspirational pieces. We currently have a total of seven segments under the title: When the Going Get Tough:

Within those seven segments, you’ll find a total of 41 short, interesting, anecdotes that will certainly add a little inspiration and encouragement to your daily grind. There is much to be learned from observing the efforts of others as they strive to succeed. We feature snipets concerning both individuals and organizations. For instance, you’ll find such well known characters as:

  • Lucille Ball
  • Jay Leno
  • John F. Kennedy
  • Sam Walton
  • Garth Brooks
  • Marilyn Monroe
  • The Beatles
  • Katie Couric
  • Ben Franklin
  • Beethoven
  • Thomas Edison
  • Sigmund Freud

We also feature a variety of organizations including:

  • Xerox
  • Home Depot
  • The Gap
  • Fed-Ex
  • Kinko’s

For the convenience of our blog readers, we’ve decided to continue this feature within these pages. We encourage you to visit these earlier anecdotes.

In the future, all additions to this series will appear here on the blog for your convenience. Share these stories with your children and grandchildren as there is much to learn from the tribulations and triumphs of those who have attained great notoriety. Current and future leaders can also benefit from revisiting these interesting revelations.

For our first blog installment in this series, we offer the following narratives.

Charles Dickens

Charles Dickens worked in a London factory pasting labels on bottles of shoe polish. He later became one of the most popular authors of all time, producing such well-known novels as A Christmas Carol, David Copperfield, Great Expectation, Oliver Twist, and A Tale of Two Cities. Can you imagine working in that factory every day next to a fellow employee possessing that kind of potential? You may very well be doing just that right now.

Hank Williams

Hank Williams spent his early childhood selling peanuts, shining shoes, delivering newspapers and doing other simple jobs as he moved frequently throughout southern Alabama with his mother and sister. He was born with a mild undiagnosed case of spina bifida, a disorder of the spinal column, which gave him life-long pain—a factor in his later abuse of alcohol and drugs. He later became one of the greatest country and western singer-guitarist-songwriters in history! He also become an icon of country music and rock ‘n’ roll, and was one of the most influential musicians of the 20th century. A leading exponent of the honky tonk style, he had numerous hit records, and his charismatic performances and succinct compositions increased his fame. He was the first performer to receive six encores at the Grand Ole Opry, was inducted into the Country Music Hall of Fame and Academy of Country Music, and has received a vast number of Grammy awards for his work. His songbook is one of the backbones of country music, and several are pop standards as well. He has been covered in a range of pop, gospel, blues and rock styles. His premature death at the age of 29 helped fuel his legend.

J.K. Rowling

J.K. Rowling’s first marriage to a Portuguese television journalist ended in divorce after less than one year. She then moved with her infant daughter to Edinburgh, Scotland, where she lived on welfare benefits in an apartment infested with mice. It’s hard to believe that in under 10 years someone can go from surviving off of government assisted living to becoming one of the richest people in the world. She did so by creating the Harry Potter teenage wizard book series, selling over 350 million copies in 55 languages, including Latin and Ancient Greek. Rowling has parlayed Harry Potter into a global brand worth an estimated $15 billion. She is the 136th richest person in the world and the thirteenth richest woman in Britain. Forbes Magazine named her the 2nd richest female entertainer in the world and the 48th most powerful celebrity. She’s one of only five self-made female billionaires and the first billion-dollar author. The empire has grown to include movies, toys, videos, clothing, Band-Aids, cologne, and even gross-out Jelly Belly beans infused with such Hogwarts flavors as earwax, dirt and booger.

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.

Delegate, Empower, or Do It Yourself? (The Universal Challenge in Leadership Development)

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I received an unusual phone call today from a free lance writer in New York City who provides articles to a number of national magazines. She had apparently visited our blog and, as a result, wanted to chat with me about an article she’s writing on the subject of workaholics, control-freaks, and those who simply can’t “let go.” She’s responding to a growing number of inquiries on this subject from several of the magazines she writes for. Apparently there’s an increasing interest in this common challenge. We had a nice conversation covering a lot of territory.

I found the timing of this query quite interesting as I, myself, have experienced a flourishing focus on this issue over the past year from a number of our own clients. Apparently this is an area in which a little clarification might benefit both newly appointed leaders as well as those seasoned veterans who are dealing with a changing work environment.

In working with our clients, we must first make certain that they can actually discern the distinction between delegation and empowerment. We’ve discovered many who think the two words are actually synonyms for one another. Actually this couldn’t be farther from reality.

Once the differentiation is clear, we focus on which strategy should be used in which circumstance. Both approaches are very effective and when used concurrently provide extraordinary results. The true challenge we encounter regularly lies in convincing leaders to utilize either of these powerful strategies.

The reasons are classic … you’ve heard them all and maybe even used them yourself.

  • “I can do it faster myself.”
  • “I can do it better myself.”
  • “I don’t have the time to delegate/empower.”
  • “My employees simply aren’t capable!”
  • “I want to keep busy.”
  • “My employees will complain if I give them more work to do!”
  • “My employees don’t have the experience to do this job!”
  • “I’m afraid of losing control!”
  • “Doing it myself gives me a high profile!”
  • “I don’t have the heart to dump jobs onto somebody else!”
  • “I enjoy doing that particular task.”
  • “My people are too busy to take on another job!”
  • “It’s a force of habit.”
  • “If I delegate too much, my job could be threatened!”
  • “My boss may think I’m lazy!”

Sound familiar? Shame on you. You’re kidding yourself and probably, down deep, you know it!

Reframe your thinking. Shift your focus from the feeble excuses to avoid developing your people to the many legitimate benefits from doing so. Focus on each of the following W.I.I.F.M.s (What’s In It For Me) and visualize the positive results which will emerge … providing you with the opportunity to increase your personal productivity while doing the same for your staff.

  • Provides you with more time to manage.
  • Develops your replacement allowing you to progress.
  • Relieves pressure.
  • Reduces your stress levels.
  • Increases job satisfaction.
  • Develops your people.
  • Develops your management abilities.
  • Provides a motivational climate.
  • Promotes organizational efficiency.
  • Multiplies your productivity.
  • Shifts decision making to the appropriate level.

If you’re still struggling with the decision to take advantage of these very powerful and proven strategies, consider the obvious truth of the situation.

You have risen to your current status as a result of a very strong work ethic in hopes that you will develop others to duplicate your accomplishment.

You must now redirect that work ethic from doing the actual labor yourself to developing others to enhance their efforts. You can’t accomplish that task if you’re still doing the actual task yourself.

LET GO if you WANT TO GROW!

We’ve developed an empowerment model consisting of nine crucial elements that, if properly executed, will insure that you are properly and successfully supporting and developing your people. Contact us for further information on this powerful model.

Convincing leaders to attempt this dynamic strategy has been a vigorous challenge. It’s difficult to conquer years of mental conditioning to convince someone to attempt a new approach to an old problem. Sometimes the most simplistic illustration can provide the most effective results. For that reason, we created the “Hole Digger Analogy” … an unpretentious examination of an all too common debate. Should you delegate, empower or do it yourself? We apparently struck a nerve with this analogy as feedback has indicated that a number of our seminar and keynote attendees could certainly identify with its content. What do you think?

A Modern Day Dilemma …
“The Hole Digger Analogy”

Imagine, if you will …

As a career choice, we all dig holes.

You, personally, possess a B.S. in “Hole Creation” … specializing in depth, width, and volume.

You also proudly boast an M.A. in “Shovel Knowledge and Execution” both manually and mechanically, focusing in bicep development and the application of software-driven technology!

Very impressive!

You have accumulated 25 years of experience in digging a variety of award-winning holes and doing so with more pride, enthusiasm, and positive attitude than any and all hole diggers in the history of the industry!

Congratulations!

In short, in today’s very competitive, global marketplace, nobody on the face of the earth, as we know it, digs a better hole! That’s a fact, Jack!

As a reward for your effort, you have been promoted to the position of manager/supervisor/team leader of what is expected to become an elite team of six hole diggers.

While they are a dedicated and talented team, not one of them is as educated and experienced as you are. In short, not one of them can out-produce you.

Your organization has an opportunity to bid for the largest long-term contract in its history.

Winning the contract will change the course of your organization in a very positive way for decades to come!

It is a performance-based bid with a six-week time frame.

How do you best contribute?

  • Roll up your sleeves?
  • Tell your team to stand back, watch and learn for future benefits?
  • Dig holes like no one else can—using your talent, education, experience, and determination, which far surpasses that of your individual team members? After all, we have a deadline to meet and great awards await.

OR … You provide your team with:

  • Continuous education,
  • New experiences,
  • Total support,
  • On-going feedback,
  • Permission to fail,
  • Necessary systems,
  • An excellent strategy,
  • Proper tools,
  • Guidelines,
  • Parameters,
  • Continuous training,
  • Necessary resources, and
  • A short-term and long-term target.

You establish accountability and then inspect what you expect.

By the way …
In following this second strategy, YOU will have no time to pick up a shovel … regardless of the fact that nobody on the face of the earth, as we know it, digs a better hole!

Which Strategy Will Produce the Greater Productivity?
You, working alone, digging more holes than any one person can … Or

A growing team of six dedicated people, focused on C.A.N.I., under your expert supervision and guidance, working with focus and determination?

Consider the Pros and Cons of Each Strategy

  • Politics
  • Tradition
  • Human instinct
  • Time frame
  • Sense of urgency
  • Short-term performance
  • Long-term consequences
  • Any other concerns or comments

The Reality You Must Accept …

  • You achieved your current position as a leader due, in great part, to your tremendous work ethic.
  • Now you must continue that work ethic—but in a much different way.
  • Put your shovel down … reframe your strategy, change your mindset, and redirect that winning work ethic!

Your new focus is to provide your team with:

  • Continuous education,
  • New experiences,
  • Total support,
  • On-going feedback,
  • Permission to fail,
  • Necessary systems,
  • An excellent strategy,
  • Proper tools,
  • Guidelines,
  • Parameters,
  • Continuous training,
  • Necessary resources, and
  • A short-term and long-term target.

Then, you establish accountability and inspect what you expect.

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 Paradox of Our Age

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Here’s a classic that seems to appear more and more realistic with every newspaper I read or television newscast I see. I first saw this definitive narrative on a poster hanging on the wall in the office of a CEO we were working with. You may want to read this one twice, share it with family and friends, and make a copy to hang on your own office wall before passing it on to a future leader!

The Paradox of Our Age by Dr. Bob Moorehead

The paradox of our time in history is that we have taller buildings but shorter tempers;
wider freeways, but narrower viewpoints.

We spend more, but have less;

We buy more, but enjoy less.

We have bigger houses and smaller families;

more conveniences, but less time.

We have more degrees but less common sense;

more knowledge, but less judgment;

more experts, yet more problems;

more medicine, but less wellness.

We spend too recklessly, laugh too little, drive too fast, get too angry,
stay up too late, get up too tired, read too little, watch TV too much, and pray too seldom.

We have multiplied our possessions, but reduced our values.

We talk too much, love too seldom, and hate too often.

We’ve learned how to make a living, but not a life.

We’ve added years to life not life to years.

We’ve been all the way to the moon and back, but have trouble crossing the street to meet a new neighbor.

We conquered outer space but not inner space.

We’ve done larger things, but not better things.

We’ve cleaned up the air, but polluted the soul.

We’ve conquered the atom, but not our prejudice.

We write more, but learn less.

We plan more, but accomplish less.

We’ve learned to rush, but not to wait.

We have higher incomes, but lower morals.

More acquaintances, but fewer friends.

More effort, but less success.

We build more computers to hold more information,
yet produce more copies than ever, and communicate less and less.

We’ve become long on quantity, but short on quality.

These are the times of fast foods and slow digestion;

big men and small character;

steep profits and shallow relationships.

These are the times of world peace, but domestic warfare;

more leisure and less fun;

more kinds of food but less nutrition.

These are the days of two incomes but more divorce;

fancier houses but broken homes.

These are days of quick trips, disposable diapers,
throwaway morality, one night stands,
overweight bodies, and pills that do everything from cheer, to quiet, to kill.

It is a time when there is much in the showroom window and nothing in the stockroom.

A time when technology can bring this letter to you, and a time when you can choose either to share this insight, or to just hit delete.

Remember, spend some time with your loved ones, because they are not going to be around forever.

Remember to say a kind word to someone who looks up to you in awe, because that little person soon will grow up and leave your side.

Remember to give a warm hug to the one next to you, because that is the only treasure you can give with your heart and it doesn’t cost a cent.

Remember to say “I love you” to your partner and your loved ones, but most of all mean it. A kiss and an embrace will mend hurt when it comes from deep inside of you.

Remember to hold hands and cherish the moment for someday that person will not be there again.

Give time to love, give time to speak, and give time to share the precious thoughts in your mind.

AND ALWAYS REMEMBER:
Life is not measured by the number of breaths we take, but by the moments that take our breath away.

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.

Dire Need for Leadership

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Some people have an uncanny knack for good timing, and Lee Iacocca certainly falls into that category. I’ve reviewed his latest best seller, Where Have All the Leaders Gone?, on our web site and shared a few excerpts from those pages here on our blog. I think his choice of a title has really seized the attention of many in today’s chaotic environment. We’re reminded daily in the media that his rhetorical question is becoming more applicable every day and the answer to that question is alluding us more and more at the same time. The examples are ceaseless and many are reaching the level of being hard to believe. For instance:

Headlines and news reports revealed that screeners at many of the nation’s busiest airports failed to find fake bombs hidden on undercover agents posing as passengers in numerous tests. Screeners at Los Angeles International Airport missed 75% of simulated explosives and bomb parts that were hidden under clothing or in carry-on bags in more than 70 tests! That means that 3 out of 4 potential terrorists made it safely through security and onto planes with their bombs. Chicago’s O’Hare International Airport wasn’t much better as screeners missed 60% of hidden bomb materials in the 75 attempts that were made there! While this is obviously frightening to anyone who hears it, it’s also rather ironic.

On my recent trip to Seattle, I set off the alarms as I attempted to board my flight and was required to go through the apparatus a second time. Again alarms. I was taken into another line to be searched more extensively. It was quickly discovered that a package of chewing gum in my jacket pocket set off the alarm due to the foil in the package. There’s a valuable lesson to be learned here. If you ever see me on an airplane, you can rest assured that asking me for a stick of gum is a legitimate waste of your time and energy. However, there a 75% chance that you’ll be sitting next to a terrorist with sufficient materials in his/her carry-on luggage to construct a bomb! Go figure! Lines are longer at every airport in the nation. New technology is being developed regularly. More money and training is being provided for screeners. Passengers are undergoing more and more scrutiny than ever before, and yet we’re asked to accept a 75% failure rate. “Where Have All The Leaders Gone?”

Here’s another example which leads me to believe that we’re becoming apathetic to the lack of leadership in this country. I was struck with a chilling revelation while watching a recent Presidential Debate on television. As the commentator was introducing the candidates, he made certain he included their current or past occupations. Hearing this information about this particular party immediately prompted me to research the opposing party as well. A quick tally of results revealed that of the 16 current candidates (8 from each party), we have:

  • 1 Former Mayor
  • 2 Former Governors
  • 1 Current Governor
  • 2 Former Senators
  • 5 Current Senators
  • 5 Representatives

Irony was obviously evident as I remember reading that the most recent confidence rating for Congress dropped to 14% … the lowest in the history of the Gallup Poll! Consider the significance of this revelation! Many of those responsible for the lowest approval rating in the history of the Congress are among those who are currently competing for the highest office in the country! The winner will, in essence, become the most powerful leader in the world. Consider that person’s track record.

It was very interesting to hear those candidates involved in the televised debate rant and rave about the current conditions in our country. Everything seems to be in dire straights including the economy, immigration, the tax structure, trade balance, the energy crisis, health care, education, social security, Iraq/Iran/Russia/China, the mortgage crisis and anything else you might want to add to that list. In watching this debate and the previous debate of the other party, I couldn’t help but wonder if those involved as well as those of us watching realized that the majority of these “voices of wisdom” in the debate are members of the do-nothing Congress which recently produced the lowest confidence rating in history. If leadership existed in the Congress, the above conditions wouldn’t be at such a critical level. They’re all very quick to criticize but slow to act if they act at all. And we’re being asked to choose our next President from among these ranks! What can you possibly expect in the future?

By the way, we’re not discussing political parties here. We’re discussing leadership, and I must admit that both parties are fiercely competing for the title of Most Incompetent! I repeat, “Where Have All The Leaders Gone?”

“By not demanding accountability, you fail to protect your people from their own incompetence.”

~ General Norman Schwartzkoph

We see the same examples in the business world today at a time when we certainly can’t afford it. At a time when leadership, mission, vision, beliefs and values should be created, shared, and supported at every level of the organization, we see less evidence of that than ever before. I shudder when I hear leaders say they lack the time, resources and/or funds for that kind of focus in these competitive times. The obvious rebuttal to that statement is that if you don’t find the time, resources, and/or funds for that focus … you simply won’t be around to worry about competition. It’s always interesting to observe that the most successful organizations in every industry never hesitate to focus on these critical aspects of success and share them with staff members at every level. Others will never learn.

Into which of these two groups does your organization 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.

Are You a Thermometer … or a Thermostat?

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As you know, we’ve been providing “classic” lessons, anecdotes, allegories, parables, and narratives from past generations in the hope of providing inspiration and encouragement to those “future leaders” in today’s business world. The more I review these “generational gems,” the more I believe we should be sharing them with our children and grandchildren as well. They’re easily understood and certainly provide the wisdom and guidance needed to cope with the many challenges we face today. Here’s another “gem” to pass along.

ARE YOU A THERMOMETER … OR A THERMOSTAT?

In most every office, home and business you can easily find that small, yet familiar, unit that hangs on the wall as it determines our level of comfort. Within this apparatus you’ll find two critical components—a thermometer and a thermostat.

When you stop and think about it, we can be very much like either of those components. Which one are you? Think about it—a thermometer measures the temperature. A thermostat changes the temperature. One tells about the conditions surrounding it while the other makes a difference in those conditions in the environment where it is located.

Isn’t that very much like the choices we face day in and day out? Upon further examination, you must admit that just about anyone can describe a situation or complain about a problem. In fact, a lot of people do just that on a regular basis. Let’s be honest, it’s not too difficult to be a thermometer.

However, in our role as leaders at any level, it’s our responsibility to make a difference in the atmosphere in which we exist. We’re expected to be condition changers—we’re thermostats … not thermometers!

Your family, friends and associates appreciate someone who is under control, who doesn’t succumb to stress, who’s steady and reliable. Those thermostat people are rare—and valuable.

It takes courage to make the move from a thermometer to a thermostat—one who has the inner power to set a new direction. Perhaps, the greatest challenge that you will ever face is developing the courage that brings you an unshakable self-confidence. Fortunately, developing courage can be learned and even enhanced—it just takes practice.

Strive constantly to develop and strengthen two habits which will serve you well in your quest for success:

Habit 1:
Perhaps, the most important kind of courage is the courage to begin, to launch, to take that initial step toward your goal. The future belongs to the risk takers, not the security seekers. The more you seek opportunity, the more likely you will achieve the security you desire. Plan and prepare thoroughly in advance. Be proactive. Set clear goals and objectives, and then gather information. Read and research your chosen field of endeavor. 

Habit 2:
Develop the courage to endure, to persist, to stay at it once you have begun, no matter what. Plan your work and work your plan. Hang in there even in the face of disappointment and unexpected short-term setbacks. Tenacity is a tremendous attribute.

So which will you be … a Thermostat or Thermometer? The choice is yours to make. Choose wisely.

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.

When the Employee Understands Customer Satisfaction and Service Better than the Manager

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web marketing and communications consultant Melanie L. DrakeWe’ve all had good customer service, and we’ve all had bad customer service. But those moments of exceptional customer service are few and far between.

Since it’s Halloween, I’m reminded of an incident a few years back. Honestly, I don’t think I’ll ever forget it.

I was at dinner at a local restaurant toward the end of October and was greeted by my waitress, who was dressed in a beautiful Snow White costume with well-done make-up and manicured nails. No Snow White at Disney World or Disneyland could have competed with her. Everyone she served loved her costume and was thrilled to be served by Snow White. I thought it was a great idea that management asked their employees to dress up for Halloween because everyone so obviously responded positively to it.

Toward the end of the meal, instead of having Snow White return to our table, a new waitress, dressed in normal, drab waitress apparel, appeared. When asked where Snow White was, we were told that she had been sent home.

Gasp!

To this day, I wish I had said something to this by-the-book manager. Sure, Snow White didn’t show up to work in her approved uniform. Yes, she didn’t ask if she could wear a costume for Halloween. But were her customers satisfied and happy? You bet!

There’s a Japanese proverb—Deru kugi wa utareru—which means the nail that sticks out gets hammered down, and obviously that’s what happened in this case. Snow White made waves, and her manager didn’t like it.

However, how can you truly provide exceptional customer satisfaction if you don’t empower your people to make decisions and allow them to think out of the box to solve customer problems? I’ve seen a number of instances recently when so-called empowered employees were reprimanded for not doing what the manager wanted but the internal and external customers were happy with the outcome. 

In the end, Snow White provided excellent customer service, while the manager apparently didn’t notice how delighted his customers were; the manager was at fault himself for bad customer satisfaction, which I’m sure was not his intent. 

If I had been the manager, I would have made wearing the Halloween costumes for the wait staff an annual event. Word of mouth would have increased his business, customer retention would have been high, and his customers would have been happy. 

As Theodore Roosevelt said:

“The best executive is the one who has sense enough to pick good people to do what he wants done and self-restraint enough to keep from meddling with them while they do!”

About Melanie L. Drake

Melanie L. Drake focuses on the publishing and marketing sides of the AchieveMax® company. AchieveMax® professional, motivational speakers provide custom-designed keynote presentations, seminars, and consulting services on change management, creativity, customer service, leadership, project management, time management, teamwork, and more. For more information on AchieveMax® custom-designed seminars and keynote presentations, please call 800-886-2629 or fill out our contact form.

How to Be More Effective with People

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As I mentioned when we started this series of generational gems, these stories have been around forever. However, considering the level of service we find in today’s marketplace—regardless of the industry—this is an analogy that should be retold again and again within many organizations. As a result, EXPECTATIONS can be given, ACCOUNTABILITY established, and CONSEQUENCES shared. Let’s not let this gem fade into the past.

Remember the old parable about the Wind and the Sun? Wind, being the blowhard that he is, bragged that he was more powerful than the Sun. So the Sun challenged the Wind to a test of strength. “See that young man walking along the road down there? Let’s see if you’re strong enough to make him give up his fine wool coat,” said the Sun. “Nothing to it,” Wind smirked.  “Watch this!”

The Wind inhaled mightily and then expelled a cruel blast of cold air at the lonely figure below. The young man was almost swept off his feet, but the coat stayed on. In fact, the harder the Wind blew, the more diligently the man struggled to retain possession of his jacket and its protective warmth. Finally the Wind gave up trying to force the battered and buffeted man to give up his coat.

“Now, let me try,” said the Sun. And the Sun smiled warmly and expansively down on the young man. Almost immediately the man’s tightly-clenched fingers began to relax. The Sun continued to beam serenely, and soon, one by one, the buttons on the coat were loosened. Shortly thereafter, the young man slipped off the unwanted jacket and went whistling down the road.

The moral is quite clear. You can usually accomplish much more with a warm smile than with bluster and brute force. Before dismissing this familiar bit of common sense as being much too elementary and trivial, think about it. It may be “common sense,” but it’s certainly not all that commonly practiced.

To take the moral a step further, consider the warm smile as “good service” and the cruel blast of cold air as “poor or even non-existent service.” Which is more effective? Which will bring your customers back to your establishment time and time again?

Although you may be given the product and/or service, the quality, the price, and the proper training, the only ingredient missing is SERVICE. The most important ingredient can only be supplied by YOU! You hold the key to success! Use it!

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.