Reflections on Leadership

I am a rare breed of man who is as comfortable in suits as others are in a well-worn pair of jeans. As a result, I tend to burn through them quicker than most. An unfortunate realization, I generally buy them from stores that have “depot”, “wearhouse”, or “factory” in their names. One day I may evolve to purchasing suits from the array of stores that end in apostrophe “s”, but for now, I’m still a bit of a skinflint.

One time, my wife went to one of our neighborhood haberdashers and had four suits held aside for me to peruse later. That evening, the two of us returned to the store where I was greeted by one of the clerks who asked if I needed any help. Out of habit I immediately dismissed him but my wife thankfully stepped forward to tell him we had several suits on hold. He fetched them and we met near the dressing rooms. I tried on each of the suits, subjecting myself to the three-way mirror while my wife editorialized about cut and color. We whittled the selection down to two. Throughout this, the sales person hung back quietly. I voiced some concern over the particular cut of one of the jackets when he finally chimed in with some nonsense about it being very popular now because all the newscasters are wearing them. The extent of his influence on my buying decision was infinitesimal.

As the cashier rung up the final choices I noticed three of the sales staff coagulating near one of the bargain racks, eerily reminiscent of a used car lot. From across the store another sales associate, probably a supervisor, called out, “No clumping. Remember the meeting. Circulate. Circulate.” They quickly scattered with laughter. The gentleman who had “helped” me earlier walked passed the supervisor with a smile and remarked, “Of all the places I’ve worked over the years, this is the only place I’ve been that the sales people actually work.” Pathetic. What sales “work” actually occurred? It was nothing more than demand fulfillment. Now, I may be guilty of turning suits into a commodity, after all my buying criteria tend to be price and overall look and feel. Still, how successful was the sale? I had four suits in my hand but left with two. How could this have been a more effective experience for the store?

At another establishment, where price is commensurate with value, they also value team. The sales person measures me, asks what I’m looking for, gushes over how wonderful I look and what a smart choice I’ve made. He then introduces me to a charming sales associate who suggests a new shirt that can make the interwoven threads of the suit “pop”. She’s right, of course, and what’s the point of a new shirt without a new tie? She offers two, taking the guesswork out of it. Can’t decide? Buy them both and bring one back later. (Like that would ever happen.) What about cuff links, or brass stays to keep those bothersome collars from winging up? In this establishment I am cared for as an intelligent and powerful man, capable of making scores of decisions which are repeatedly validated through the sale. Do I value that? Yes, who wouldn’t? Yet the money I spend on that value-added white glove treatment never fails to make me feel a little worked. Is it all worth the price of an additional suit? Not to me, right now.  This is still old school, because value-add is generally for the benefit of the seller. There’s not much sales work to be done. It’s like an ineffective real estate agent taking a grown man and woman through a house and proudly beaming, “and this is the kitchen.” No kidding, a five-year-old child could figure that out.

Business development is about demand creation. How could a suit sales person be an effective business developer? They would canvas a particular geography, or demographic. Study what is being worn. Know the industry well enough to accurately tell someone his or her size and complementary color scheme. Know the customer’s preference of form or function. Then address the target market with custom tailoring. Perhaps offering cuffing and minor repairs onsite or within an hour. They would know if prospective customers needed suits or casual sports coats. They would know when their clients needed to look especially sharp and respond accordingly.

The sales profession is often maligned. Unfortunately, as happens with the practice of law, faulty practitioners create the perception. Mediocrity disguised as effort. The professional who makes the time to know their client, to truly care about their well being and success, who feels the compulsion to serve, rather than an attitude that they deserve, will far exceed the results of those who still think shepherding customers to their already researched and decide conclusion is hard work.

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Why make things more complicated than they have to be?

Here are four simple steps to take in order to make improvements in virtually anything you pursue.

1. Know your desired outcome.
2. Take action.
3. Notice if it’s working.
4. If it’s not working, try something else.

Oversimplified?

Not really.

Stick to it and accomplish things.

Fight it and risk wallowing in mediocrity.

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It’s easy to find things that are not going well.  Alarms go off too early, cars don’t start, busses are missed, toast is burned, lines are too long, reports are missed, on and on.

We get what we look for thanks in part to the the brain’s gatekeeper, the Reticular Activating System  (RAS), the part of the brain that filters out noise and stimuli so we can function.  It’s why you notice things in the world that are important to you.  The parent who hears a baby gurgle in the next room, how you hear your name in a crowded room, or see your dream car on the highway.

Why don’t you spend the day testing your RAS and be on the lookout for everything that’s going right in your world.  From green lights, to unexpected checks in the mail, finding a good deal on a new suit, or accepting gracious complements on your hair.  Instead of being convinced you’ll be a victim of Murphy’s Law, “Anything that can go wrong will go wrong“, be determined to be a recipient of its opposite, “Anything that can go right will go right.”

Challenge yourself to find everything right in yourself and others.  This may be odd at first, because you may not do it very often.  Tomorrow, do it all day long.  Within a few hours you will notice things you never noticed before and it will lift your spirits and awareness.  Share what happens.

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Two friends are walking along a path when they happen across a rattlesnake. One of the men, pompous and careless, severs the snake with an ax, but not before it bites the foolish man on the wrist. The man wails and flails his arm all about in pain while his companion is immobilized with panic. There is a third man, an experienced hiker several hundred feet away who has witnessed the events. Which one is you and what do you do next?

Perhaps you are the foolish man, filled with bravado who acts violently in the face of latent danger and who is paying the painful price of his folly.

Maybe you are the other man, made powerless with indecision and panic, whirling about uselessly.

Or perhaps you are the experienced hiker, equipped with the knowledge that, although painful, snakebites don’t kill people, it’s their venom. Venom that if not removed, courses through the veins, accelerated by the constant movement and shaking of an ignorant and fearful victim.

This scene is repeated in people’s lives nearly everyday. We’ve all experienced painful situations. We may have antagonized someone who then lashes out at us, or we may have come across trouble unexpectedly and been the victim of a painful blow. Our first inclination is to lash back, to bellow accusations of unfairness and to blame our trespassers. If only we recognized that energy would have been better spent by removing the venom and repairing the damage. How often are we the experienced hiker, witnessing these events yet instead choosing to keep walking rather than help those who are angry, confused or hurting? Even though we have the skills or knowledge that could solve the problem, bring about calmness, alleviate pain, or perhaps even save a life, we decide not to get involved.

Therein sits one of the differences between a leader and a follower. Leaders get involved. They act. They do not shrug their shoulder and sigh, “Oh, well.” They give of themselves, protect people and remove the venom from the veins of others, and teach others to do the same.

When trouble looms before you, what role will you play?

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Americans are well conditioned on seeing a public figure apologize for their infidelity or crimes.  Its frequency is almost seasonal.  We are an unforgiving lot as you work your way to success; and take a morbid joy in seeing people stumble.  Inevitably, those who have a passion for what they do, brush themselves off and work on atonement, either with self deprecation or extra ambition to “do-good” in the world.  And as a culture, we love a comeback story.

Because we’re experienced in these matters we’ve become a bit more discerning.  For example, we no longer like it when a straying politician has his wife standing next to him in the limelight.  We prefer our tarnished stars take their lumps quickly and alone.

I’ve often felt public figures should hold themselves to slightly higher standards.  They have to manage their image, which is their brand; but they don’t NEED to be role models.  We just like it when they are because it takes the pressure off ourselves.

At some point in our lives, we are all role model for someone.  The question is, are me making a positive or negative difference?  Taking responsibility to be a role model builds in a level of accountability.  There’s that word again.  It’s okay, we know accountability keeps us focused.

Our responsibility pie has three slices, professional, personal and private.  The professional slice is how we pursue our career.  The personal slice contains the things that are unique to us as individuals; our opinions and beliefs.  The private slice is private; the things the world does not have a right nor a need to know.  When you’re a public figure, that slice of you life can get very thin.

Tiger Woods shared his remorse for his professional and personal transgressions during his press statement today.  His privacy, his relationship with his family, his rehabilitation and all that goes along with his own healing and redemption are private matters.  The public does not need to hear about them, and most don’t care.

As a sample of poor crisis and brand management the Tiger Woods matter is exemplary.  Anyone in customer service will tell you when there’s a problem, fix it and fix it fast.  Lay blame later.  Work on quality improvement initiatives on your own time.  Firs, solve the problem.

Some fans are calling Tiger Wood brave for his statement earlier in the day.  There was nothing brave about it.  It was the opening salvo of a rehabilitation campaign too long in coming.  His words may have been nice, and his delivery over coached and we may not know his sincerity for months to come.  We do know, addressing a group of friends, family, fans and the media like a sorrowful politician didn’t do him any favors.  Bravery is a press conference not an address.  Bravery is answering your critiques until you have exhausted their questions.

His words rang of him being selfish and apologizing for that.  Critics note his actions don’t support this.  Choosing this medium on this day to speak was contrived.  Fans say it was the only opening on his schedule.  Selfish people never make room on their scedule.  Tiger Woods did not take the media spotlight today, it was given to him.  Supposed professionals continue to call his event a press conference, even though no questions were asked.  Networks continued to run his remarks in their entirely, “In case you missed it.  Just how important was it?

From a brand perspective, the goal is to get your unflattering stories out of the public light.  Tiger Woods, and those managing the personal and professional slices of his image have continued to keep the story alive.

A brand for a company is a promise.  A brand for an individual is called your reputation.  The reality is you cannot control your reputation, after all it’s noting more than other people’s perception of what you do.  The best you can do is know your values and beliefs and practice them everyday.  If you fail to, you will eventually fail.

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There’s anger in our nation and there’s plenty to be angry about, however we should stop acting as though this is a new phenomena.  As a nation, we were angry ten years ago and ten years before that.  Take five random people and ask what they’re angry about and at least four will tell you everything that’s wrong with the world.  Of those four, two will agree and two will think the other two are to blame.  Be the fifth person.  It’s okay to get ticked off from time to time yet remain reasonable.

Have you spent time with angry people? They make a lot of noise, even when they pout and give the silent treatment you can hear the doors slamming and feet pounding and music blaring. They may incite some passive aggressive behaviors from you, either because you support them, or you disagree with them. Eventually though, all angry people become boring and boring people ultimately get ignored.

Anger isn’t bad. It’s a clue that something is assaulting our core beliefs and values.  If we don’t respond to the feeling of anger we run the risk of letting our beliefs and values atrophy.  That is our nation’s biggest threat.

When we’re angry we make trigger reactions and are fueled by instinct.  That’s good, it’s a survival mechanism.  A quick vehicle to check our gut. However, it’s not meant to be our primary modus operandi.  At some point if you want to affect change you need to shift from a reactive stance to a position of “respond-ability.”

Ever witness two people quarreling?  When we’re not directly involved in the dispute it’s often times very amusing to watch and listen to the irrational  arguments and assertions they make and huge leaps of logic they take.  You can tell they’re not hearing each other. They just want to be more right than their opponent.

Contrast that to an angry customer pitted against a well trained customer service professional. The professional may mirror the irate customer but they also empathize.  They’re not using the primitive brain to react and counter react, they are responding by being thoughtful and creating a setting where cooler heads can arrive at a mutually satisfying solution.

Anger is fine, but at some point, you need to act responsible and lower your irrational, venomous rhetoric so you can get to work on fixing what’s making you angry to begin with.

If you just stay mad, the adrenaline rush may be fun for you, but you quickly degenerate into a whiner, and no one likes a whiner. Whiners make crappy leaders.  That’s the fundamental problem with the current political climate.  We have a bunch of angry whiners who love to make a lot of noise and get attention because they equate that with leadership.  It’s not, it’s gimmickry.  People can’t resist a freak show, they’ll even spend money on it, but they quickly moved on.

Leaders do things.  Sometimes they make noise, sometimes they make mistakes; but they always do things.  Are you part of the angry mass, upset about something within your control?  Grab a mop and start cleaning up the mess instead of being angry about the size of the mop, or the floor, or the cleaning solution. Offer alternatives and lead people or shut up and get over yourself, you’re boring.

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Do you use an alarm clock to wake up?  Author, Ken Blanchard, a perennial optimist gifted with a positive attitude suggests it be renamed an Opportunity Clock.  Wouldn’t you prefer to be awakened by opportunity rather than an alarm?

Granted, some people like to sleep.   Just like a new vegetarian’s willpower prevents them from indulging in an artery hardening but delicious prime rib, there are those who relish their slumber.  They deeply value it.  It rejuvenates them.  They would never agree with statement, “There will be plenty of time to sleep when I’m dead.”  (To be clear where I stand, I have no problem eating a steak at 11pm, but that’s another story).

Have you seen the sobering advertisements the state of Michigan tourist board have put out, that remind us, “25,000 mornings, give or take is all the average person gets.”

What percentage of those mornings have you hit the snooze button and decided to put off the day for a little while longer?  I asked 235 people how often they hit the snooze button in the morning and here’s the results:

29% – Once

22%  – 2-3 times

9%  – More than 3 time

40% – Before it goes off

When you are living on purpose, you tend to wake up enthusiastically with the alarm, or one minute before it goes off.  Have you ever experienced that?  It’s amazing how you can program your mind that way.  Unfortunately many do not.  People who are not thrilled by the prospects of the day choose to snooze.  Inevitably they then run late and compound their stress.

ACTION: Live on purpose and find your passion.  Passion is easy to identify.  It keeps you up late at night and wakes you up in the morning.  It causes your heart to race, not with anxiety, but with anticipation.  As Wayne Dyer has often said, “You can decide to wake up and get out of bed, open the shades and mumble, good lord, it’s morning.  Or, you can wake up, get out f bed open the shades and declare, Good Morning, Lord.”  The choice is always yours.

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Some people make achieving goals sound like a mysterious science.  They complicate things.  I’m not saying achieving your goals is easy, infact, often it’s easier not too.  Which is why so many don’t.  It’s easy to stay with the status quo.  It’s even relatively easier to go back the way things were.  That’s hardly progress though.

Have you even been stymied after a long meeting that didn’t seem to produce any actions?  Or received instructions from your manager or even a customer that weren’t clear?  There are two questions that will help. How Much?  and By When?

Yes, there are other elements to effective goal setting, however these two questions cut through much of the clutter. “How Much?” is your volume measurement.  It can be anything; dollars, units, customers, votes, legislation. “By When?” gives you a timeframe; a day, week, month, year.  Put the two question together and you have the immediate basis for accountably.  Which is why it’s hard for some people to answer those questions.  They want wiggle room.  They don’t want the accountability.

No one “likes” accountability yet we all thrive when it’s there.  We’re at our best when we’re accountable to ourselves, our family, customer or constituents, and ultimately a higher calling.  Accountability creates movement.  How much and by why is the lever to get things moving.  Get in the habit of asking those questions and providing the answers to projects that are important to you.

It’s hard to predict the future, so sometimes your answers will be off.  Maybe your how much was too much or too little.  Your by when too near or too far.  It’s okay.  Revise the answer and keep going.  If we can hold ourselves accountable to those two progress inducing questions we can achieve more.

As an exercise, listen to your favorite or least favorite politician speak and see how often they offer answers to those questions.  It will give you insight to the breadth of their vision.  If they have no vision, by no means follow them.

Action: Ask, How Much and By When at least once a day for a week then share your results here or on the Karl Bimshas Consulting Facebook fan page. Did your quest for accountability tick people off?  Did you feel like you moved something forward?  Were you satisfied with the answers?  A caveat: make sure you provide your own How Much and by when answers to anyone who asks you.

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Here’s the book that inspired the last 21 Days.

You can find “How to Stay When you Want to Quit; re-scripting your life from whiner to winner”, here or here.  Now there’s a chance for you to win a FREE Copy.

Simply become a fan of Karl Bimshas Consulting on Facebook (Join Here) and make a comment on the Whiner to Winner series.  A random fan will be selected to get an autographed copy of the book.

So share your thoughts, insight or other ideas with other fans.

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Here we are at Day 21!

For the last three weeks I posed a series of questions, exercises and thought starters aimed at helping you get over yourself and get working on something productive.

I’m sure you found concepts that can apply to virtually any job and any position in any organization.  Maybe it gave you some thought starters to begin moving your mind in a more positive direction.

My intention of these last 21 days was to help inspire others to maximize their strengths and continuously improve themselves and their organization or society, by bringing the powers of vision, passion and action.  I believe in some way doing so can help positively energize our nation and contribute to greater peace, prosperity, fun, understanding, responsibility and liberty in the world.

Now it’s up to you.  It’s time to put yourself back in the driver’s seat of your career and your life and begin pursuing the dreams, hopes, and aspirations that you’ve been moaning about all this time.  People believe in you.  I believe in you.  Now, believe in yourself and get to work.

Make the time to share your comments, progress or tips on the blog, on the Karl Bimshas Consulting page on Facebook or on Twitter using the #whiner21 tag.

Want to learn more about Karl Bimshas Consulting and finding the a-ha within?

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