Thanks to CNN anchor Kyra Phillips, we all know that her sister-in-law is a "control freak." It happened yesterday as the cable network was airing President Bush's speech in New Orleans on the one-year anniversary of Hurricane Katrina. Phillips took a bathroom break where she confided to a co-worker that she worried about her brother's marriage. One problem--Kyra didn't realize that her microphone was still on. (Here's the audio:)
Just another example of why I advise everyone who is even near a microphone or a camera--always assume it's ON and you're LIVE! Yes, I know that it's really the sound engineer's fault for not turning her off, but you should still make it your responsibility to check before you say or do something that'll end up on the Drudge Report.
Wednesday, August 30, 2006
Tuesday, August 29, 2006
LEADERSHIP / MEDIA MATTERS--The Disaster Continues
Sometimes you see something that just makes you shake your head and wonder how some people get into leadership positions. I was flipping through the Sunday morning chat shows when I overheard this stunning statement on Fox News Sunday: "We promised you an interview with New Orleans City Council President Oliver Thomas, but he apparently overslept this morning. Not only did he not make it to our studio for this interview, but we also understand that he missed a briefing on Hurricane Ernesto this morning."
Obviously, this guy missed a major PR opportunity. But compounding his blunder by missing a emergency planning briefing almost a year to the day that his city was almost wiped out by Hurricane Katrina is unconscionable.
As a leader, everything you do is a lesson to the people you work for (or in this instance, the people you promised to serve.) When you show passion, they'll likely show the same passion. When you show you care, they'll care, too. But when you're too lazy to show up for something vital, don't expect your staff to give a rip, either.
Obviously, this guy missed a major PR opportunity. But compounding his blunder by missing a emergency planning briefing almost a year to the day that his city was almost wiped out by Hurricane Katrina is unconscionable.
As a leader, everything you do is a lesson to the people you work for (or in this instance, the people you promised to serve.) When you show passion, they'll likely show the same passion. When you show you care, they'll care, too. But when you're too lazy to show up for something vital, don't expect your staff to give a rip, either.
Thursday, August 24, 2006
LIVING SAVVY--The Most Important Question You'll Ever Ask
Jack Canfield, the guy who puts together all those terrific Chicken Soup For The Soul books (and America's Success Coach,) just sent me an e-mail with a powerful tool that will instantly make you a more effective person. Here's the email: In the 1980s, a multimillionaire businessman taught me a question that radically changed the quality of my life. So what is this magical question that can improve the quality of every relationship you are in, every product you produce, every service you deliver, every meeting you conduct, every class you teach and every transaction you enter into?
Here it is:
“On a scale of 1 to 10, how would you rate the quality of our relationship during the last week?”
Any answer less than a 10 always gets this follow-up question:
“What would it take to make it a 10?”
This is where the *really* valuable information comes from. Knowing that a person is dissatisfied is not enough. Knowing in detail what will satisfy them gives you the information you need to do whatever it takes to create a winning product, service or relationship.
Take it to heart--and start asking that question today!
Here it is:
“On a scale of 1 to 10, how would you rate the quality of our relationship during the last week?”
Any answer less than a 10 always gets this follow-up question:
“What would it take to make it a 10?”
This is where the *really* valuable information comes from. Knowing that a person is dissatisfied is not enough. Knowing in detail what will satisfy them gives you the information you need to do whatever it takes to create a winning product, service or relationship.
Take it to heart--and start asking that question today!
Monday, August 21, 2006
LEADERSHIP--Making Chicken Salad Out Of...
21st century leadership takes a bad situation and turns it upside down to the organization's advantage. (I hope someone at Albertson's is reading this and taking the lesson to heart...)
Alana Lipkin has been banned from a couple of supermarket chains simply because they have guarantees that any mispriced items are free--so she goes in to find those errors to get the stuff for free, as advertised.
The knee jerk reaction was to punish this woman for using a legal loophole for her own benefit. But when there's a wrinkle in your plans--try a little steam before you hit it with the iron. If the powers that be were smart, they'd hire Alana as a consultant to go store to store looking for loopholes so they can fix the problems.
Sometimes you need to reward the people who raise the red flag...it's a way to say "thanks for helping us improve!"
Alana Lipkin has been banned from a couple of supermarket chains simply because they have guarantees that any mispriced items are free--so she goes in to find those errors to get the stuff for free, as advertised.
The knee jerk reaction was to punish this woman for using a legal loophole for her own benefit. But when there's a wrinkle in your plans--try a little steam before you hit it with the iron. If the powers that be were smart, they'd hire Alana as a consultant to go store to store looking for loopholes so they can fix the problems.
Sometimes you need to reward the people who raise the red flag...it's a way to say "thanks for helping us improve!"
Thursday, August 17, 2006
MEDIA MATTERS--All The World's A Stage...With A Camera Waiting For You
When you're in the public eye, making a lot of public appearances, you had better be sure about your public statements. Because chances are there's a camera and a microphone there to record you.
Here's the latest trend on the campaign trail from National Review Online: "...an ongoing challenge for candidates. In both parties, most major campaigns now hire “trackers” – people with videocameras who record what opponents say and do in public. The practice is ethical, provided that the trackers neither misrepresent themselves nor stalk candidates in private or closed events. Candidates now have to watch themselves, or their words will rapidly become ammunition for attack ads."
If you're the CEO or spokesperson for any organization that might have inspired opposition, don't be surprised to see this tactic at your next speech. (Here's an example of how to handle it with class and a sense of humor!)
Here's the latest trend on the campaign trail from National Review Online: "...an ongoing challenge for candidates. In both parties, most major campaigns now hire “trackers” – people with videocameras who record what opponents say and do in public. The practice is ethical, provided that the trackers neither misrepresent themselves nor stalk candidates in private or closed events. Candidates now have to watch themselves, or their words will rapidly become ammunition for attack ads."
If you're the CEO or spokesperson for any organization that might have inspired opposition, don't be surprised to see this tactic at your next speech. (Here's an example of how to handle it with class and a sense of humor!)
Tuesday, August 15, 2006
SPEAKER SAVVY--Don't Be A Slouch
You'd think that anyone willing to go on camera for an important interview would do everything in their power to look good. New clothes, clean teeth, fresh makeup--it's all good until they sit down. And..........slouch.
It amazes me how many people slouch. Maybe they didn't have parents like mine who constantly reminded me to sit or stand up straight. It may have been torture back then, but as an adult, my posture is powerful non-verbal communication that shows I'm confident and in command.
Here's a trick TV anchors and some radio DJ's use to get the proper position so that they come off looking and sounding sharp--sit on the edge of your seat with one foot placed well in front of the other. Try it! It really makes a difference. (And if you're worried about double-chins, lean forward just a little bit more. It'll give you a jawline Kirk Douglas would be proud of!)
Remember, your message--and maybe your reputation--might depend on a little more backbone.
It amazes me how many people slouch. Maybe they didn't have parents like mine who constantly reminded me to sit or stand up straight. It may have been torture back then, but as an adult, my posture is powerful non-verbal communication that shows I'm confident and in command.
Here's a trick TV anchors and some radio DJ's use to get the proper position so that they come off looking and sounding sharp--sit on the edge of your seat with one foot placed well in front of the other. Try it! It really makes a difference. (And if you're worried about double-chins, lean forward just a little bit more. It'll give you a jawline Kirk Douglas would be proud of!)
Remember, your message--and maybe your reputation--might depend on a little more backbone.
Thursday, August 10, 2006
MEDIA MATTERS--Why You Need A Crisis Plan
The news was filled with reports on the thwarted plot to blow up a bunch of trans-Atlantic flights between London and the U.S. It was riveting TV and radio.
Watching the press conference this morning with Homeland Security Director Michael Chertoff reminded me that having a crisis management plan for handling the press is not only vital for government agencies, it's a practical necessity for every business and organization. News waits for no one these days.
When you or the organization you're responsible for becomes the lead story, public perception depends on what you do and say over the first 24 hours. What the press writes and reads in their first few stories--not to mention how they see you handle the crisis--sets the tone for almost every report that follows.
Preparing a media crisis plan is like buying life insurance...you don't like to think about the inevitable before it happens, but it's nice to know it's there when the inevitable finally arrives.
So what's your plan? I'd like to help craft this important piece of your communications strategy (and for more information on my media consulting services and seminar, go to MARKtalks.com.)
Watching the press conference this morning with Homeland Security Director Michael Chertoff reminded me that having a crisis management plan for handling the press is not only vital for government agencies, it's a practical necessity for every business and organization. News waits for no one these days.
When you or the organization you're responsible for becomes the lead story, public perception depends on what you do and say over the first 24 hours. What the press writes and reads in their first few stories--not to mention how they see you handle the crisis--sets the tone for almost every report that follows.
Preparing a media crisis plan is like buying life insurance...you don't like to think about the inevitable before it happens, but it's nice to know it's there when the inevitable finally arrives.
So what's your plan? I'd like to help craft this important piece of your communications strategy (and for more information on my media consulting services and seminar, go to MARKtalks.com.)
Wednesday, August 09, 2006
LEADERSHIP--Corporate Brain Drain
Where are the leaders of tomorrow coming from? Are you developing them within your own company...or are you actively searching other marketplaces for young leaders who can help you continue to grow?
I bring this up because I've been reading about "brain drain" again. This is the sociological phenomenon that plagues smaller cities and regions when their best and brightest leave for the opportunities that trendier metropolitan areas offer. (The mayor of my hometown is trying desperately to stop "brain drain"--a mass exodus he tried stemming before he was termed out four years ago.)
But what about "brain drain" on the corporate level? Have you noticed that your top middle-managers are packing up and movin' on? What's the best way to keep good employees and motivate them to become good leaders?
I bring this up because I've been reading about "brain drain" again. This is the sociological phenomenon that plagues smaller cities and regions when their best and brightest leave for the opportunities that trendier metropolitan areas offer. (The mayor of my hometown is trying desperately to stop "brain drain"--a mass exodus he tried stemming before he was termed out four years ago.)
But what about "brain drain" on the corporate level? Have you noticed that your top middle-managers are packing up and movin' on? What's the best way to keep good employees and motivate them to become good leaders?
Tuesday, August 08, 2006
MEDIA MATTERS--Talk Show Prep
I've been interviewing newsmakers and newsbreakers for over 20 years--and I get compliments almost every time because I do my homework. I do more diggin' than James Lipton (the ubiquitous host from "Inside The Actor's Studio" that always manages to find out things like what kind of car Dustin Hoffman drove in college.)
The funny thing is that the more show prep I do, the less preparation my guests seem to take going into the interview. I'm finding that most of these famous folks have little to no idea who they're talking to--and I've had to embarrass a couple of Hollywood heavyweights who dropped a couple of dirty words into an interview for a very family friendly station. They missed out on a golden opportunity to endear themselves to a whole new segment of fans.
If you're scheduled for a radio or TV interview, find out as much as you can about the hosts and what kind of "personality" their program has. Mark Victor Hansen, one of the creators of the "Chicken Soup For The Soul" series is great at this. He personally called me a few days before our interview, just to chat. We talked about our kids, our love of flying, motivational speaking...and wouldn't you know, when we actually did the interview, he managed to weave a few of our common interests into the discussion. It made both of us feel more comfortable (and made us sound like good friends!)
This is a simple, yet powerful formula for success. A little research on your part can make your next broadcast interview sound a lot more entertaining. And make you a better candidate for more radio/TV exposure!
The funny thing is that the more show prep I do, the less preparation my guests seem to take going into the interview. I'm finding that most of these famous folks have little to no idea who they're talking to--and I've had to embarrass a couple of Hollywood heavyweights who dropped a couple of dirty words into an interview for a very family friendly station. They missed out on a golden opportunity to endear themselves to a whole new segment of fans.
If you're scheduled for a radio or TV interview, find out as much as you can about the hosts and what kind of "personality" their program has. Mark Victor Hansen, one of the creators of the "Chicken Soup For The Soul" series is great at this. He personally called me a few days before our interview, just to chat. We talked about our kids, our love of flying, motivational speaking...and wouldn't you know, when we actually did the interview, he managed to weave a few of our common interests into the discussion. It made both of us feel more comfortable (and made us sound like good friends!)
This is a simple, yet powerful formula for success. A little research on your part can make your next broadcast interview sound a lot more entertaining. And make you a better candidate for more radio/TV exposure!
Monday, August 07, 2006
RELATIONSHIPS--Talk Talk
13 years ago today, I made the smartest decision of my life--I married my wonderful wife, Sally. (I'm not sure what's the proper gift for your 13th anniversary...maybe lottery tickets?)
I can honestly say we've never had a fight in all those years. A few minor disagreements, yes. Some hurt feelings from time to time, sure. And once, I made the mistake of telling her she looked a little "frumpy." (The doctors say the limp isn't permanent.) But those tiny turmoils were always quickly resolved and we've never EVER gone to bed angry.
What's our secret? Talk. Lots of talk. I call her from work and always on the way home. If I'm away on business, she schedules short updates so we can catch up during the day. Pillow talk, too, most every night. Not just about the house and the kids, but important life subjects like goals and dreams and faith. You don't get to be best friends without considerable conversation.
What's the point? The point is that if the most important relationship in your life isn't worth regular discussion, how can you hope to be successful in your other relationships? Invest in wordplay. It'll pay off at home as well as the office!
I can honestly say we've never had a fight in all those years. A few minor disagreements, yes. Some hurt feelings from time to time, sure. And once, I made the mistake of telling her she looked a little "frumpy." (The doctors say the limp isn't permanent.) But those tiny turmoils were always quickly resolved and we've never EVER gone to bed angry.
What's our secret? Talk. Lots of talk. I call her from work and always on the way home. If I'm away on business, she schedules short updates so we can catch up during the day. Pillow talk, too, most every night. Not just about the house and the kids, but important life subjects like goals and dreams and faith. You don't get to be best friends without considerable conversation.
What's the point? The point is that if the most important relationship in your life isn't worth regular discussion, how can you hope to be successful in your other relationships? Invest in wordplay. It'll pay off at home as well as the office!
Tuesday, August 01, 2006
MEDIA MATTERS--No Legal Eagles
One of the things that surprises my consulting clients the most is my advice on media crisis management--no lawyers!
Don't get me wrong...your legal advisor should be holding your hand night and day when you or your organization is facing disaster. However, when it comes to offering advice on media matters, your lawyer will almost always be WRONG.
Why? Because lawyers will tell you to tell the press "No comment." The two most dangerous words you can say to a reporter...who will quote you verbatim in their article...which the reader will looks at and immediately think, "Guilty."
My lawyer friends argue that it's unethical to talk to reporters, or that their client's remarks might damage their right to a fair trial. That may be so, but the Canons of Ethics also state that lawyers must always serve the best interests of their clients--and to let the media determine public opinion without any response from the accused is bad legal representation, in my experience.
Negative media coverage will do more damage to you than a negative verdict. Critical news reports can destroy morale, turn customers away, depress stock prices, and influence future relationships. The best legal defense in a courtroom works against you in the court of public opinion. Win the legal battle and lose the media war.
The most effective media crisis strategy is to get an assessment of the legal problems you may create by talking to the press. Then go to your media consultant, weigh the risk/reward and make your decision.
Don't get me wrong...your legal advisor should be holding your hand night and day when you or your organization is facing disaster. However, when it comes to offering advice on media matters, your lawyer will almost always be WRONG.
Why? Because lawyers will tell you to tell the press "No comment." The two most dangerous words you can say to a reporter...who will quote you verbatim in their article...which the reader will looks at and immediately think, "Guilty."
My lawyer friends argue that it's unethical to talk to reporters, or that their client's remarks might damage their right to a fair trial. That may be so, but the Canons of Ethics also state that lawyers must always serve the best interests of their clients--and to let the media determine public opinion without any response from the accused is bad legal representation, in my experience.
Negative media coverage will do more damage to you than a negative verdict. Critical news reports can destroy morale, turn customers away, depress stock prices, and influence future relationships. The best legal defense in a courtroom works against you in the court of public opinion. Win the legal battle and lose the media war.
The most effective media crisis strategy is to get an assessment of the legal problems you may create by talking to the press. Then go to your media consultant, weigh the risk/reward and make your decision.
Monday, July 31, 2006
LEADERSHIP--In Vino Opprobrium...
...which is Latin for "There's a scandal at the bottom of every bottle."
If you ever wanted a good reason why it's important for you as a person of influence to keep your public presence pristine, I have two words for you--Mel Gibson.
According to the AP, Mel was stopped by Malibu police Friday night for drunken driving. The entertainment Web site TMZ posted what it said were four pages from the original arrest report, which quoted Gibson as launching an expletive-laden "barrage of anti-Semitic remarks" after he was stopped on Pacific Coast Highway. (You can read the whole story HERE.)
Hollywood really doesn't care what their superstars say or do as long as their movies sell tickets. But Mel's reputation--which took some unfair hits during the filming ofThe Passion of the Christ--is now squarely in the crosshairs. And he deserves everything he gets.
The good news is that Mel immediately apologized for the incident, saying "After drinking alcohol on Thursday night, I did a number of things that were very wrong and for which I am ashamed...I acted like a person completely out of control when I was arrested, and said things that I do not believe to be true and which are despicable...I disgraced myself and my family with my behavior and for that I am truly sorry." The bad news is that it may be too late to salvage his standing with the public.
For Mel Gibson fans, that mea culpa may be enough--but for most other people, Mad Mel just became a party joke at best and a fallen star with a shortened career at worst. Being in a position of any power or influence makes you a role model, whether you like it or not. Unless you want your private life to become the hot topic around the water cooler, practice moderation to avoid humiliation.
If you ever wanted a good reason why it's important for you as a person of influence to keep your public presence pristine, I have two words for you--Mel Gibson.
According to the AP, Mel was stopped by Malibu police Friday night for drunken driving. The entertainment Web site TMZ posted what it said were four pages from the original arrest report, which quoted Gibson as launching an expletive-laden "barrage of anti-Semitic remarks" after he was stopped on Pacific Coast Highway. (You can read the whole story HERE.)
Hollywood really doesn't care what their superstars say or do as long as their movies sell tickets. But Mel's reputation--which took some unfair hits during the filming ofThe Passion of the Christ--is now squarely in the crosshairs. And he deserves everything he gets.
The good news is that Mel immediately apologized for the incident, saying "After drinking alcohol on Thursday night, I did a number of things that were very wrong and for which I am ashamed...I acted like a person completely out of control when I was arrested, and said things that I do not believe to be true and which are despicable...I disgraced myself and my family with my behavior and for that I am truly sorry." The bad news is that it may be too late to salvage his standing with the public.
For Mel Gibson fans, that mea culpa may be enough--but for most other people, Mad Mel just became a party joke at best and a fallen star with a shortened career at worst. Being in a position of any power or influence makes you a role model, whether you like it or not. Unless you want your private life to become the hot topic around the water cooler, practice moderation to avoid humiliation.
Wednesday, July 26, 2006
MEDIA MATTERS--Talking Trouble
I'm just starting a consulting job with a client who is dealing with a reporter who is literally hounding its executive director for comments on negative stories planted by a politician whose agenda is pretty obvious. Whew. Forget a crisis plan--this organization has no media plan whatsoever! So what's the first thing I recommended?
Hire a media spokesperson. Someone to manage an effective media plan while handling all communications, so that the executive director can actually have time to perform the duties they were hired to do. Train the spokesperson to handle whatever journalistic storms are rolling through until you can get a short-term media strategy worked out with a professional. (By the way, I'd be happy to help you, too--check out my seminar, Managing The Media--Getting The Press You Want When You Want It (And Handling The Press When You Don't,) on my website at MARKtalks.com.)
It doesn't matter how good you are at dealing with pesky reporters. Your job is to run the company, not run from the press. Hire a spokesperson you can trust to handle your message and let them do the heavy lifting.
Hire a media spokesperson. Someone to manage an effective media plan while handling all communications, so that the executive director can actually have time to perform the duties they were hired to do. Train the spokesperson to handle whatever journalistic storms are rolling through until you can get a short-term media strategy worked out with a professional. (By the way, I'd be happy to help you, too--check out my seminar, Managing The Media--Getting The Press You Want When You Want It (And Handling The Press When You Don't,) on my website at MARKtalks.com.)
It doesn't matter how good you are at dealing with pesky reporters. Your job is to run the company, not run from the press. Hire a spokesperson you can trust to handle your message and let them do the heavy lifting.
Tuesday, July 25, 2006
LIVING SAVVY--Get The Funk Out...
It seems I've been a little depressed lately, which is pretty unusual for a positive, motivated guy like me. Mom passed away only two weeks ago and I thought I was handling the loss well enough...but apparently I'm the last to find out that I've been acting mopey and distant.
I struggled with the news. I felt lazy and apathetic and thick, in that large and lumbering way you get when you feel like a big brick of cheese. My wife told me, "Physician, heal thyself." I'm supposed to be the guy other people turn to when they need to be lifted up--how on earth do I break out of this funk?!?
The answer was typically strange and wonderful...I decided to run. Hard. Like those PT runs back when I was a first-year "doolie" at the Air Force Academy. Problem was, it was screaming hot outside. (I don't know if you've been following the summer heat wave news, but Sacramento has been broiling for a record 9 straight days with highs over 100. It's been so hot that Star Jones actually hugged Barbara Walters just to get the cold shoulder.)
The thermometer read 107. I was undaunted. I hit the road to sweat this swampy feeling out of my system. I focused on nothing but the sound of my breathing and after a mile, I ran back into the house, hit the showers and thought, "Now what...?"
It turns out that exercise is an excellent way to break depression. (Especially exercise performed by a deranged life coach.) That 10-minute run was just the thing I needed, a really intense workout in extreme conditions to shake out my sensibilities and put life back into perspective.
I don't recommend this remedy for everyone, especially if you're adverse to sweating buckets. But I do recommend shaking up your status quo if you're feeling depressed. See an outrageously funny movie, buy something you'd normally never dream of, maybe get out of bed an hour earlier and treat yourself to a fancy breakfast.
Life is hard enough. Don't vote yourself off the island. Zig when you usually zag and you might find a bright new day waiting for you.
I struggled with the news. I felt lazy and apathetic and thick, in that large and lumbering way you get when you feel like a big brick of cheese. My wife told me, "Physician, heal thyself." I'm supposed to be the guy other people turn to when they need to be lifted up--how on earth do I break out of this funk?!?
The answer was typically strange and wonderful...I decided to run. Hard. Like those PT runs back when I was a first-year "doolie" at the Air Force Academy. Problem was, it was screaming hot outside. (I don't know if you've been following the summer heat wave news, but Sacramento has been broiling for a record 9 straight days with highs over 100. It's been so hot that Star Jones actually hugged Barbara Walters just to get the cold shoulder.)
The thermometer read 107. I was undaunted. I hit the road to sweat this swampy feeling out of my system. I focused on nothing but the sound of my breathing and after a mile, I ran back into the house, hit the showers and thought, "Now what...?"
It turns out that exercise is an excellent way to break depression. (Especially exercise performed by a deranged life coach.) That 10-minute run was just the thing I needed, a really intense workout in extreme conditions to shake out my sensibilities and put life back into perspective.
I don't recommend this remedy for everyone, especially if you're adverse to sweating buckets. But I do recommend shaking up your status quo if you're feeling depressed. See an outrageously funny movie, buy something you'd normally never dream of, maybe get out of bed an hour earlier and treat yourself to a fancy breakfast.
Life is hard enough. Don't vote yourself off the island. Zig when you usually zag and you might find a bright new day waiting for you.
Monday, July 24, 2006
LEADERSHIP--Determined To Win
One of the most inspirational stories you'll ever hear took place last week in the Tour De France. American cyclist Floyd Landis won the coveted "yellow jersey" after a roller-coaster week where he recovered from a disastrous mountain ride to stand on the victory podium on the Champs-Elysees yesterday. His journey to victory is a testament to determination...and a great leadership lesson.
Landis grew up in rural Pennsylvania where his Mennonite family discouraged him from becoming a cyclist by filling his days with strenuous chores. He defied them by riding his bike after dark, sometimes until 2 a.m.
He spent a few years as a member of Lance Armstrong's championship Tour De France team, until he jumped ship to become the leader of his own team. Experts told Landis he had no chance to win.
To complicate matters, Landis developed an arthritic hip so painful that he scheduled surgery immediately following this year's Tour, a procedure doctors told him could end his career.
But Landis perservered, hearing a voice that urged him to press on, even after a devastating performance on the second-to-last stage in the mountains where he lost the yellow jersey and fell to 11th place, more than eight minutes behind the leader. An insurmountable margin.
Floyd gathered his team, told them he didn't race to lose, and gave them an impossible strategy--break out of the pack at the first uphill mountain grade and literally sprint up the slope to break the will of their competition. It worked. Landis picked up 7 1/2 of the eight minutes he'd lost the day before with a performance that every Tour De France expert said was the greatest individual stage victory they'd ever seen.
Landis eventually took back the lead and won the Tour, much differently than his former boss. Lance Armstrong was the picture of preparation. Floyd Landis is the face of determination.
Having one without the other can still produce excellence, but as a leader, doesn't it seem that having both is ideal? I'll add another key element--that first, inspiration, followed with preparation, then finished with determination, is a sure formula for success in any organization.
Landis grew up in rural Pennsylvania where his Mennonite family discouraged him from becoming a cyclist by filling his days with strenuous chores. He defied them by riding his bike after dark, sometimes until 2 a.m.
He spent a few years as a member of Lance Armstrong's championship Tour De France team, until he jumped ship to become the leader of his own team. Experts told Landis he had no chance to win.
To complicate matters, Landis developed an arthritic hip so painful that he scheduled surgery immediately following this year's Tour, a procedure doctors told him could end his career.
But Landis perservered, hearing a voice that urged him to press on, even after a devastating performance on the second-to-last stage in the mountains where he lost the yellow jersey and fell to 11th place, more than eight minutes behind the leader. An insurmountable margin.
Floyd gathered his team, told them he didn't race to lose, and gave them an impossible strategy--break out of the pack at the first uphill mountain grade and literally sprint up the slope to break the will of their competition. It worked. Landis picked up 7 1/2 of the eight minutes he'd lost the day before with a performance that every Tour De France expert said was the greatest individual stage victory they'd ever seen.
Landis eventually took back the lead and won the Tour, much differently than his former boss. Lance Armstrong was the picture of preparation. Floyd Landis is the face of determination.
Having one without the other can still produce excellence, but as a leader, doesn't it seem that having both is ideal? I'll add another key element--that first, inspiration, followed with preparation, then finished with determination, is a sure formula for success in any organization.
Thursday, July 20, 2006
RELATIONSHIPS--It's All About The Follow-Through
My mom passed away on July 7th (one of the big reasons my blog entries have been sparse lately.) While I miss her smile, her strength, and her nobility, I will never forget the many surprising life lessons I learned during her final days.
Mom had a way of getting right to the point, and she reminded me many times that you build a successful life by taking care of every relationship you have no matter how small. The lessons must have rubbed off on my dad, who put Mom's leadership theory into practice in an impressive way.
One of Mom's great joys was singing with the Sweet Adelines. For over 15 years she practiced, performed, competed, and shared life with these special ladies, even up to a month before her death...so it was only fitting that Mom was buried in her favorite Sweet Adelines' shirt. We asked her group to sing at Mom's wake and the sound they produced that night still gives me goosebumps.
Days later, after the funeral when all the family and friends have gone back to their regular lives, Dad drove over to the Sweet Adelines' rehearsal space. It must have been a lonely ride, the first time he had made a visit without Mom there, but he had a purpose. He went there to say "thank you." Thanks for so many things that were good and real and true in their relationship. Dad was just following though for Mom.
It was a simple gesture that profoundly shows how important the "follow-through" is in our everyday relationships. A quick visit, an unexpected compliment, a promise kept, an offer to help when your time is precious--these are the gifts that others appreciate far more than the trinkets and toys that typically define our relationships' worth.
Think about the "follow-through" with your family, friends, coworkers, even customers. I'll guarantee that you'll be long remembered.
Mom had a way of getting right to the point, and she reminded me many times that you build a successful life by taking care of every relationship you have no matter how small. The lessons must have rubbed off on my dad, who put Mom's leadership theory into practice in an impressive way.
One of Mom's great joys was singing with the Sweet Adelines. For over 15 years she practiced, performed, competed, and shared life with these special ladies, even up to a month before her death...so it was only fitting that Mom was buried in her favorite Sweet Adelines' shirt. We asked her group to sing at Mom's wake and the sound they produced that night still gives me goosebumps.
Days later, after the funeral when all the family and friends have gone back to their regular lives, Dad drove over to the Sweet Adelines' rehearsal space. It must have been a lonely ride, the first time he had made a visit without Mom there, but he had a purpose. He went there to say "thank you." Thanks for so many things that were good and real and true in their relationship. Dad was just following though for Mom.
It was a simple gesture that profoundly shows how important the "follow-through" is in our everyday relationships. A quick visit, an unexpected compliment, a promise kept, an offer to help when your time is precious--these are the gifts that others appreciate far more than the trinkets and toys that typically define our relationships' worth.
Think about the "follow-through" with your family, friends, coworkers, even customers. I'll guarantee that you'll be long remembered.
Monday, July 17, 2006
SPEAKING SKILLS--Is this thing on?!?
President Bush uttered an expletive at the G-8 summit. And a microphone caught it.
Now, the fact that the leader of the free world was tossing out some salty language isn't very surprising, but it IS news. According to news reports, President Bush was engaged in a little light luncheon banter on the subject of Israeli-Hezbollah tensions when one of the microphones at his table picked up the following:
"See the irony is that what they need to do is get Syria to get Hezbollah to stop doing this s--- and it's over..."
Okay. The Prez said the s-word. It's not the first time (remember the "major league" A-bomb that Bush/Cheney dropped on NY Times reporter Adam Clymer?) nor will it be the most famous (Ronald Reagan's "We start bombing in five minutes" is the all-time oopsie moment.) Remember:
Now, the fact that the leader of the free world was tossing out some salty language isn't very surprising, but it IS news. According to news reports, President Bush was engaged in a little light luncheon banter on the subject of Israeli-Hezbollah tensions when one of the microphones at his table picked up the following:
"See the irony is that what they need to do is get Syria to get Hezbollah to stop doing this s--- and it's over..."
Okay. The Prez said the s-word. It's not the first time (remember the "major league" A-bomb that Bush/Cheney dropped on NY Times reporter Adam Clymer?) nor will it be the most famous (Ronald Reagan's "We start bombing in five minutes" is the all-time oopsie moment.) Remember:
- The microphone is ALWAYS on (never trust a sound engineer to turn things off.)
- The camera is ALWAYS pointed at you (and you'll always be doing something embarrassing when it is.)
- You're ALWAYS "on the record" with a reporter (no matter how many times you tell them otherwise.)
Keep those rules in mind when you're in a public forum and you'll never have to worry about about what you did or said winding up as the lead story on the news.
Tuesday, June 27, 2006
LEADERSHIP--Learning from "A-O-Hell"
By now, you've probably heard about the HUGE public relations nightmare that's hitting America Online right now (for the gory details, check it out HERE.) My favorite part--when John the AOL rep asked the 30-year-old customer if he could speak to his father!
It's bad enough that after 20 minutes of screaming at the worst excuse for a customer service rep ever, Vincent Ferrari posted a recording of his conversation on his blog for the World Wide Web to read. It caught the attention of CNBC reporter Matt Lefkowitz, who wanted to see what AOL had to say when he tried cancelling his account.
It took him 45 minutes. After he was disconnected on his first attempt.
AOL's response after the CNBC story aired last week? Read for yourself:
"At AOL, we have zero-tolerance for customer care incidents like this - which is deeply regrettable and also absolutely inexcusable. The employee in question violated our customer service guidelines and practices, and everything that AOL believes to be important in customer care - chief among them being respect for the member, and swiftly honoring their requests. This matter was dealt with immediately and appropriately, and the employee cited here is no longer with the Company.
Ummmm, thanks...but too late. The damage has been done. It's not that this is the first time someone has had trouble trying to drop their AOL account--in fact, there are several web sites devoted entirely to this frustrating endeavor! It's the fact that with today's technology, everyone can read and hear all about it and soon, the problem reaches legendary proportions.
It's bad enough that after 20 minutes of screaming at the worst excuse for a customer service rep ever, Vincent Ferrari posted a recording of his conversation on his blog for the World Wide Web to read. It caught the attention of CNBC reporter Matt Lefkowitz, who wanted to see what AOL had to say when he tried cancelling his account.
It took him 45 minutes. After he was disconnected on his first attempt.
AOL's response after the CNBC story aired last week? Read for yourself:
"At AOL, we have zero-tolerance for customer care incidents like this - which is deeply regrettable and also absolutely inexcusable. The employee in question violated our customer service guidelines and practices, and everything that AOL believes to be important in customer care - chief among them being respect for the member, and swiftly honoring their requests. This matter was dealt with immediately and appropriately, and the employee cited here is no longer with the Company.
"I've spoken directly to Mr. Ferrari and personally apologized to him for what took place. Many here have taken a strong interest in this episode - even going so far as to email all customer service representatives about it as an example of how we should never treat a member. We're going to learn from this - and continue to make the necessary, positive changes to our practices. This was an aberration and a mistake, and we have to manage these incidents down to zero as best we can. That means improving our already strong safeguards in place today, and maintaining rigorous internal and external compliance methods. We can do better - and we will."
Ummmm, thanks...but too late. The damage has been done. It's not that this is the first time someone has had trouble trying to drop their AOL account--in fact, there are several web sites devoted entirely to this frustrating endeavor! It's the fact that with today's technology, everyone can read and hear all about it and soon, the problem reaches legendary proportions.
As a leader, it's never too late to sit down with everyone in your organization to make sure they're overdelivering on customer service. Saving a couple bucks trying to keep a dissatisfied customer today might cost you and your company's reputation in the end.
Tuesday, June 13, 2006
LEADERSHIP--Another Urban Legend
People love "urban legends"--stories passed along from person to person, usually by email, that sound like they're true but usually have little basis in fact. According to the web site, Snopes.com, "urban legends are narratives which put our fears and concerns into the form of stories or are tales which we use to confirm the rightness of our world view."
You may not know it, but there are "urban legends" everywhere, even in the business world. Let me give you one example: you're firing one of your employees and to soften the blow, you tell them, "It's not personal, it's just business."
Wrong. That's an urban legend of leadership.
The maxim should be "When it comes to business, it's all personal." As a leader, you're responsible to customers, employees, maybe stockholders...and believe me, they take what you do seriously. So when you tell them, "It's not personal," what you're really saying is that it's not personal to you.
But it should be.
The most successful leaders carry a passion for personal performance with them every day and instill a sense of accountability with everyone they encounter. Your business will grow every time you let someone you work with know "it's personal."
(If you'd like to hear more about my presentation, "The Urban Legends of Leadership," please check out my web site at MARKtalks.com.)
You may not know it, but there are "urban legends" everywhere, even in the business world. Let me give you one example: you're firing one of your employees and to soften the blow, you tell them, "It's not personal, it's just business."
Wrong. That's an urban legend of leadership.
The maxim should be "When it comes to business, it's all personal." As a leader, you're responsible to customers, employees, maybe stockholders...and believe me, they take what you do seriously. So when you tell them, "It's not personal," what you're really saying is that it's not personal to you.
But it should be.
The most successful leaders carry a passion for personal performance with them every day and instill a sense of accountability with everyone they encounter. Your business will grow every time you let someone you work with know "it's personal."
(If you'd like to hear more about my presentation, "The Urban Legends of Leadership," please check out my web site at MARKtalks.com.)
Friday, June 09, 2006
MEDIA MATTERS--Getting The "Coulter" Shoulder?
Maybe she knows what she's doing...but I can't help but think that conservative author and pundit Ann Coulter needs a little help with her media people skills.
Ms. Coulter got into a shouting match with NBC "Today Show" host Matt Lauer over her comments regarding a group of 9/11 widows who she claims have used a national tragedy for their personal gain. Political perspective aside, she made a couple of critical mistakes that will probably erode her credibility. (Notice I didn't say her popularity. In the world of political opinion, you want people to either love you or hate you...and the people who hate you will give you more attention than the people who love you. Which means bigger ratings and book sales.)
Rule #13 of Media Interview Techniques--don't get into a shouting match with the host. Having passion is great. Having lung power is not. The host controls the show and when you both get so worked up that tempers flare, guess who wins? And guess who invariably gets blasted after the interview's over? Not the interviewer. You only win when you are the cool and collected one.
Ann Coulter could've saved the interview by using a little charm or some self-deprecating humor, but she ended the segment by breaking Rule #7--never insult the host. After Matt Lauer closed the segment by saying, "Ann Coulter...always fun to have you here" she got one last shot in by saying, "Hey, Matt, where's Katie (Couric)? Did she leave or something?!?"
Childish. And self-serving. Ann Coulter's actions may sell books, but it doesn't help her credibility let alone give conservatives a fair shake in the public discourse. Lesson here--if you're in a confrontational interview with a member of the media, always take the high ground.
Ms. Coulter got into a shouting match with NBC "Today Show" host Matt Lauer over her comments regarding a group of 9/11 widows who she claims have used a national tragedy for their personal gain. Political perspective aside, she made a couple of critical mistakes that will probably erode her credibility. (Notice I didn't say her popularity. In the world of political opinion, you want people to either love you or hate you...and the people who hate you will give you more attention than the people who love you. Which means bigger ratings and book sales.)
Rule #13 of Media Interview Techniques--don't get into a shouting match with the host. Having passion is great. Having lung power is not. The host controls the show and when you both get so worked up that tempers flare, guess who wins? And guess who invariably gets blasted after the interview's over? Not the interviewer. You only win when you are the cool and collected one.
Ann Coulter could've saved the interview by using a little charm or some self-deprecating humor, but she ended the segment by breaking Rule #7--never insult the host. After Matt Lauer closed the segment by saying, "Ann Coulter...always fun to have you here" she got one last shot in by saying, "Hey, Matt, where's Katie (Couric)? Did she leave or something?!?"
Childish. And self-serving. Ann Coulter's actions may sell books, but it doesn't help her credibility let alone give conservatives a fair shake in the public discourse. Lesson here--if you're in a confrontational interview with a member of the media, always take the high ground.
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