What Matters Now

Seth Godin, one of the greatest marketing experts in the world, asked a group of people, all of whom consistently generate thought-provoking ideas, to provide a page on what they're thinking about as the new year rolls in. He's turned that into a pdf called What Matters Now.

Feel free to download it--and share it. It's a wake up/shake up call for anyone who never wants to go through a year like the last one again. Remember, if it ain't broke...break it!

Swinging The Big Axe

My wife works as a creative arts producer for our church and her boss (our worship leader) just announced that he'll be leaving later this year to start up another church. He's a very talented guy who has tremendous vision but has trouble with follow-through. Which is why my wife is the perfect assistant for him--Sally is the most organized person on the planet.

We were talking Sunday about his move up on the leadership ladder and he recalled the first time he had ever been evaluated for a prominent position. The senior pastor at his old church pointed out to him that he needed to work on handling details better, to which our worship leader said, "I guess I like to swing a big axe."

Here's my reponse to him and something any "visionary" leader should keep in mind:
If you're going to be walking through the woods swinging the big axe, you had better know who's going to be stacking the wood behind you.

Resolve To Serve

Wondering what you as the leader of your organization can do better this year? Why not resolve to serve your customers with the respect and attention they deserve?

A majority of companies lack a commitment to customers and a continuing poor understanding of the value of customers. A survey conducted by the Strativity Group uncovered these results:
-- 54 percent of senior executives admit they do not deserve their customers' loyalty.
-- 87 percent of execs don't know their average annual customer value.
-- 67 percent agree that their execs do not meet frequently with customers.
-- Only 33 percent say that they have the tools and authority to serve their customers.

The average consumer will probably show more loyalty to the businesses that show them more loyalty. The organizations who make a consistent and passionate effort to show their customers how much they appreciate them will be the ones who thrive, not just survive.

The L Factor

I'm a political junkie. I watch all the cable shows. Read the daily blogs. Named my dog C-SPAN. :-) I won't ever join the fray because I know just how much of a bloody business it is and even the most honest politician has some dirty birds clucking in the bushes.

So as I'm watching the tremendous groundswell of support that Barack Obama (D) and Mike Huckabee (R) are enjoying lately, I keep hearing this phrase used as the reason:
"It's his likeability factor."

I couldn't agree more. If our society obsesses over celebrity, it's only natural that our leaders would be chosen more for their personal appeal than for their experience or position papers. A friend who works for a prominent pollster told me that their research shows that "Hillary will never be elected President--most people secretly don't want to look at that face or hear that voice every day for four years?!?"

Nothing can justify a superficial decision-making process...but that doesn't mean it doesn't happen. The truth is that is happens all too often. My belief is that if you're aspiring to a leadership position in any field, you need to be aware of your own "likeability factor."

Tim Sanders has a terrific book on the subject (which isn't exactly a revelation: people who are well liked are more apt to get what they want out of life than those who are disliked.) However, according to Amazon.com, Sanders does offer a valuable look at the four personality traits he says contribute to a person's likability—namely, friendliness, relevance (do you connect on interests or needs?), empathy and "realness" (genuineness or authenticity).

Check it out HERE. It's a Puzzle Principle trait worth focusing on.

The Moment of Truth

Have you seen an advertisement on Fox for their new prime-time game show, The Moment of Truth? According to a casting notice on the Internet, "Contestants who are up for the challenge are hooked up to a lie detector and asked 21 increasingly personal and delicate questions. If a player answers all 21 honestly, as determined by the polygraph, he or she could win $500,000."

(Check out the trailer HERE.)

You can guess what all the buzz will be about--a contestant is strapped to a polygraph and in front of his family, friends, and 20 million strangers admits to stealing from his children's piggy bank...or says she's secretly attracted to her husband's best friend...or tells the world that he hired a hit man to take out dear ol' Grandma for the inheritance.

Even more gut-wrenching is the fact that there's a button where the contestant’s friends and family sit that they can use once during the game to “rescue” the player from a difficult question. Except, according to executive producer Mike Darnell, the friends and family never seem to use the button for its intended purpose. When one contestant was asked if she would be more attracted to her husband if he lost 20 pounds—which is considered a relatively easy query—her husband lunged for the button.

Darnell told the press, gleefully, “This is the first game show where you technically know all the questions and you know all the answers...and yet this is the hardest game show I’ve ever been a part of in my entire life.”

Why? Because the only reason a game about scruples is entertaining...is simply because the players have none.

This is the exact reason why I came up with The Puzzle Principle. When your set of core values is so solid and so accountable that it provides a morally-impregnable solution to each and every scenario your life or career is confronted with, the answers are easy. And, more important, above reproach.

When the "Moment of Truth" appears in your life--how easy will the answer be?

Stop Setting Goals!

It's frustrating to see the passion for goal-setting that continues to pervade the advice that management consultants are handing out these days. "Set challenging goals!" "Focus on your dream!" "Chart a course for success!"

Don't get me wrong. I love setting goals. I'm King of the To-Do List. But the problem I have is that too many people get caught up in the "what' and "how"...and they never ask "WHY?" Why do I need this? Why is this goal so important?

It all goes back to The Puzzle Principle--How To Create Long-Term Success In A Short-Term World. Whether you hear my speech or take my seminar, you discover that all the personal and professional goals in the world mean nothing without a clear sense of what the "Big Picture" looks like and why you want it to look like that.

Focus and direction are worthless without the values to support them. That's a success philosophy you can bank on.

The Broken Window Theory

Every time I pass a store where one of the lights on its sign is out--or worse, the sign is broken--I wonder about the quality of the service inside.

In academic circles, it's called the broken-window theory. It holds that when criminals see that even small infractions are met and punished, they know that larger crimes will be met and punished. It also suggests that when neighborhoods deteriorate, criminals will thrive.

My dad had a much simpler explanation. He always told me, "Fix the window or people will think you don't care...and if you don't care, they won't care either." The point was that taking care of the details can make a big difference with the people you do business with.

How are the "windows" where you work--anything to fix there? Is the lobby clean? How about the parking lot? Does your receptionist greet everyone in a friendly and timely manner? Is your answering machine or voice mail message clean and bright?

And the "broken-window theory" doesn't stop at the lobby--what about your sales presentations? Your brochures--when's the last time you updated them? How about your business cards? Do they make a lasting first impression?

You can improve customer response dramatically just by fixing your organization's "broken windows." (So what are you waiting for?)

A Few Great Thoughts

"Those who are fired with an enthusiastic idea and who allow it to take hold and dominate their thoughts find that new worlds open for them. As long as enthusiasm holds out, so will new opportunities."
--Norman Vincent Peale

"Success is the ability to go from one failure to another with no loss of enthusiasm."
--Winston Churchill

"One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man."
--Elbert Hubbard

"We are what we repeatedly do. Excellence is therefore not an act but a habit."
--Aristotle

"People often say that motivation doesn't last. Well, neither does bathing-that's why we recommend it daily."
--Zig Ziglar

Leadership Lessons From "American Idol"

Watching American Idol can be addictive--just ask the 35-40 million who tune in faithfully each week to watch some very talented singers compete for the most coveted title in the entertainment industry. But watching this mega-popular reality show has also been very instructive and motivational. Last night, something Simon said triggered this thought:
You can learn a lot about leadership from American Idol.

First, character counts. The contestants who resonate with American Idol fans the most are those whose backstory contains faith and perseverance. Taylor Hicks, who toiled in bar bands for years and finally drove from Alabama to Las Vegas to audition on a dare from one of his buddies. Kellie Pickler, whose father is still in prison. Or this season's best talent, Lakisha Jones, a single mom who just wants a better life for her 4-year old daughter. In any leadership position, your character is what establishes your opportunity for success. Management guru Peter Drucker once said, "The proof of the sincerity and seriousness of an organization is uncompromising emphasis on integrity of character."

Second, keep it real. Out of all the hundreds of thousands of people that have auditioned through the past six seasons of American Idol, the 60 finalists may not have been the most talented singers--but they were the most refreshing. Last night, Simon told one of the women who absolutely tore UP a version of Aretha's Since You Been Gone, "Melinda, I have seen people walk out here with little talent and a lot of arrogance...and you are the opposite." That girl will be star, even if she doesn't win this season's American Idol competition, because she's humble and genuine and drop dead talented. From a leadership standpoint, don't take yourself seriously--take your job seriously.

Third, pick the right song. Nothing undermines a leader more quickly than pretending to be something he's not. Every season, we hear Randy, Paula, and Simon advise and admonish the American Idol contestants to choose music that fits their style and range. Take Katherine McPhee--if she had delivered that knockout performance of "(Somewhere) Over The Rainbow" earlier in the competition, she probably would have won it all. However, she tried to be sassy and edgy and it didn't work--meanwhile, Taylor Hicks consistently picked songs that he knew he could deliver with style and creativity. In leadership, picking the right song (or rather, choosing the management style that he can perform consistently and successfully) makes all the difference.

Who knew that a reality competition to find the next big singing sensation could provide such pithy and profound advice for the 21st Century Leader. Here's hoping you'll be a Leadership Idol for your organization!

Faith Speaks Out

Did you see Tony Dungy's comments when he was interviewed after the Colts' victory in Super Bowl XLI? Rarely do you see someone able to say the right thing without trying, effortlessly handling the emotion and chaos of the moment with civility and grace.

I was especially encouraged to see him display his spiritual side, freely talking about his faith with a candor that's both refreshing and desperately necessary these days. Here's what CBS Sportsline columnist Mike Freeman had to say about Dungy:

Notice he spoke of God. When he does, no one rolls their eyes. Because it is Tony Dungy. Because there is nothing but sincerity there and you know he will not talk of religion and several hours later go chase a few skirts as many people in his profession tend to do.

Faith is a very powerful thing. But it's not just believing in something that you can't see--it's trusting in that power to provide success, especially when events threaten to defeat you and your purpose. It's like putting a piece of lumber across a deep ditch--you believe that the wood can hold you, but it isn't until you actually walk across it that you show faith. Dungy walks the walk as well as any man I've ever seen. It's a leadership style that everyone should learn.

Dungy is the epitome of class in a business filled with screamers and look-at-me's. Let's hope everyone who watched him during all those press conferences learned a valuable lesson in character and leadership.

Same Stuff, Different Day

Every year on this day, I make a kind of pilgrimage to Punxatawny, Pennsylvania as I curl up on the couch to watch Groundhog Day, a brilliant moral fable featuring Bill Murray as a jaded weatherman who has to relive the same day over and over. (I counted 34 times, but I'm sure the implied number has to be in the thousands.) Bill's character finally breaks free from his eternal cycle when he slowly realizes that what makes life worth living is not what you get from it, but what you put into it.

How many lives are wasted because of self-indulgence and ego-centric choice? Almost every successful leader I've ever met or interviewed has told me that they didn't achieve true wealth until they started focusing outward and made a conscious effort to give more than they got.

Don't let another day go by doing the same ol' same old. Break free from the commonplace. Find ways to make each day better, to add something instead of grabbing away. The lesson from Groundhog Day is that loving life includes loving the fact that it moves on--whether you do or not.

The Puzzle Principle

Later this week, I'll be officially announcing my new platform, The Puzzle Principle: How To Create Long-Term Success in a Short-Term World, in the next issue of my MARKtalks newsletter. (If you'd like a free monthly subscription, send me a note at Mark@MARKtalks.com!)

What's your "State of the Union"?

Last night, President Bush delivered a measured and humble State of the Union, the annual address to the nation about matters of importance to the executive office. It's traditionally one of the most watched and analyzed speeches of the year.

The presidential "State of the Union" is called for in the Constitution. If you're a corporate CEO or president, where's yours? When is the last time you talked openly and frankly about the organization's status and your vision for its future? Speaking to the stockholders doesn't count. It's a speech that your employees and customers need to hear, an explanation of your values and priorities for the coming months and years.

Too often, leaders are hesitant to share this kind of information because they're concerned about disclosure. I would say that it depends on what you're disclosing and how you present it. President Bush effectively laid out his objectives and highlighted a few key people and events from last year without giving up any national secrets.

If you're in any kind of leadership position, I urge you to give a "State of the Company" speech every year...and embrace it as a great opportunity to motivate your staff and keep your customers informed. They'll thank you for it.

Handling A Hit Piece

Barack Obama is certainly the most talked about politician in America. The glowing reviews of his autobiography, the comparisons to the glory days of JFK and Camelot, the chatter about his presidential aspirations are all part of a brilliant PR campaign. However, there are other people with high hopes who are willing to provide the media with fodder for scandal. How you handle a hit piece could mean the difference between ultimate success and tragic failure.

Check out this article from yesterday on Insight Magazine's website with the header, "Hillary's team has questions about Obama's Muslim background." Here's how the story begins:

Are the American people ready for an elected president who was educated in a Madrassa as a young boy and has not been forthcoming about his Muslim heritage?

This is the question Sen. Hillary Rodham Clinton’s camp is asking about Sen. Barack Obama.

An investigation of Mr. Obama by political opponents within the Democratic Party has discovered that Mr. Obama was raised as a Muslim by his stepfather in Indonesia. Sources close to the background check, which has not yet been released, said Mr. Obama, 45, spent at least four years in a so-called Madrassa, or Muslim seminary, in Indonesia.

"He was a Muslim, but he concealed it," the source said. "His opponents within the Democrats hope this will become a major issue in the campaign."

When contacted by Insight, Mr. Obama’s press secretary said he would consult with “his boss” and call back. He did not.

Big mistake. Politicians have an alarming tendency to avoid confronting controversial issues in their past--but when you can show that you have overcome the issues or solved them in a socially acceptable way, why not embrace the problem and celebrate your victory?!?

In this case, Sen. Obama could say, "It was never my intent to hide my Muslim upbringing--I guess since my life is now filled with the love of Christ, it just seemed to me to be a part of my childhood environment and not a conscious life decision that I should be worried about. I am much more concerned that there are politicians who preach tolerance yet promote intolerance. If they want to use religious bigotry to further their worldly ambitions, then I feel sorry for them."

Insight Magazine has presented a ticking bomb for Obama--and if he really has the right stuff for a presidential run, he will difuse it rather than refuse it.

UPDATE: It looks like the hit piece was based on false information--here are the details from the Chicago Sun-Times:

"Barack Obama's week-old presidential campaign has been hit with a smear. Hillary Clinton's White House bid, launched Saturday, has been attacked with an unfounded accusation.

Contrary to what was reported in Insight magazine and then repeated on Fox News and in other news outlets, including a column that ran in the Sun-Times by free-lancer Mark Steyn, Obama was not educated in a radical Islamic school when he was an elementary student in Jakarta.

And there is no evidence whatsoever that Clinton's campaign had anything to do with spreading the damaging rumor that Obama hid a Muslim background."

A free pass for both campaigns...but my advice still stands.

A Little "Messy" In Your Life

I just heard a report that says retail clothing stores regularly display a couple of items that haven't been folded right on top of a neatly-piled stack of merchandise. The reason? People feel uncomfortable messing up something that looks so carefully placed...and the "messy" items invite them to pick up, handle, and hopefully purchase something.

How can a little "messy" help you? We tend to see practically-perfect people as unapproachable and distant. Letting down your guard, showing some self-depricating humor, maybe even asking for some help or advice when you don't really need it will go a long way toward winning admiration and respect.

The leaders who aren't afraid to show their human side usually gain stronger and more faithful followers than those who hate to have any "messy" around them.

Pick A Lane This Year

Happy New Year! I hope the past 12 months were filled with opportunity and inspiration.

You're going to see some changes soon on my web site, MARKtalks.com. I'm trying to focus my energies (not to mention my expertise) in order to become a more powerful connection for people who are struggling with presentation skills. Some changes will be subtle, some very dramatic, but ALL of them will be centered on helping you Act Like A Winner and Talk Like A Pro!

These changes come from some advice I got off a teleseminar with Jane Atkinson, one of the top professional speaker coaches in the world. She says the secret to starting a successful speaker career is to "pick a lane," and it struck me as something I should've done years ago. I've been blessed with a large range of abilities and have always strived to find success in ALL of them! (Too bad I didn't "pick a lane" and focus my attention on just one talent--who knows how far I could've gone by now!)

The point is that it's never too late. No matter where you are in your career, a laser-like focus on your top talent can't help but improve your results in the coming year. I'm looking forward to sharpening my skills with Ms. Atkinson this winter...and if you haven't decided what your best path to success is yet, pick a lane!

LEADERSHIP -- Creating True Believers

Does it seem that everyone you know or work with is changing jobs or careers lately? It shouldn't surprise you...the National Employee Benchmarking Study has found that 80% of all U.S. workers do not plan to be with their current employers in 2 years. And here's where the problem lies--most exiting employees cite leadership deficiency as one of their primary reasons for going elsewhere.

"Leadership deficiency." What does that mean? It means that companies aren't giving their employees a compelling enough reason to stay. It means CEO's are more concerned with the stockholders than the stock boys. It means that the majority of the modern workforce wants something more than a good salary and a nice benefits package. They want leaders with heart. They crave something to believe in.

You need only to look at the most successful coaches to see how it's possible to create a team of true believers. Wooden, Lombardi, Schembechler, Lasorda--their legacies have lasted long after the X's and O's were wiped off the chalkboard. Because they cared. And their teams knew it.

Andrew Razeghi, author of "Hope: How Triumphant Leaders Create the Future" says, "Triumphant leaders engage not only the heads but also the hearts of those who look to them for leadership. Create a culture of believers, and you will create an organization more resilient, more courageous, and more ably equipped to manage through ambiguity, around fear, and into the future.”

One of the best measures of leadership effectiveness is something I call the "elevator test"--when it comes to your team, are you lifting them up or taking them down? And which direction is your business headed?